FAQ

Anyone may request our services which are provided without regard to race, sex, color, national origin, ancestry, religious creed, disability, age, marital status, sexual orientation, or Limited English Proficiency (LEP). Some services funded by the Lackawanna/Susquehanna BHIDEI Program may be available to residents of Lackawanna and Susquehanna Counties.

Scranton Counseling Center is committed to protecting the privacy of your health records. In providing behavioral health services, we create and maintain records regarding you and the treatment and services we provide to you. The law requires that we maintain the confidentiality of behavioral health information that identifies you. We handle this information only as allowed by Federal/State Law and Center Policy, adhering to the most stringent law that protects your behavioral health information. We are also required, under HIPAA, to provide a written “Notice of Privacy Practices.” This notice is provided at each intake.

By law, information regarding whether or not you are a consumer at Scranton Counseling Center or any details of your diagnosis or treatment may not be revealed to anyone outside the center without your written consent. There are some exceptions, such as suspected child abuse, medical emergencies, or a court order.

By providing your phone number, you agree to receive text messages from Scranton Counseling Center regarding appointment notifications. Standard message and data rates may apply. You can text ‘STOP’ at any time to unsubscribe.

Notice of Privacy Practices THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED ANDHOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY Scranton Counseling Center is committed to protecting the privacy of your health information. In providing health care services, we will create and maintain records regarding you and the treatment and services that we provide to you. We are required by law to maintain the confidentiality of health information that identifies you. We will handle this information only as allowed by Federal/State Law and Center Policy, adhering to the most stringent law that protects your health information. We are also required by law to provide you with this Notice, and to abide by all terms of this Notice. This Notice will be posted at all of our physical service delivery sites, and will be posted on our web site if we maintain one. We reserve the right to update this Notice as appropriate, and to make the provisions of the updated Notice effective for all health information that we maintain. If you have any questions or concerns about this Notice of Privacy Practices, contact our Privacy Officer at Scranton Counseling Center, 329 Chery St, Scranton, PA 18505, (570) 348-6100 ext. 3203. How We May Use and Disclose Your Health Information We use and disclose Protected Health Information for a variety of reasons. The following offers some description and examples of our potential uses/disclosures of your Protected Health Information. For Treatment: We may use/disclose your health information to provide you with treatment or services. For example, health information obtained about you by our staff will be recorded in your health record and will be used to determine the course of treatment that should work best for you. Also, any staff involved in your care will share information about you with each other, but only to the minimum extent necessary. For Payment: We may use and disclose your health information to others for purposes of receiving payment for treatment and services that you receive. We may contact your insurer to determine your eligibility for services. For example, a bill may be sent to you or any private or public source of health coverage you have identified. The information on the bill may include information that identifies you as well as your diagnosis, services performed and/or supplies furnished to you. For Health Care Operations: We may use and disclose your health information in the course of our day-to-day operations. For example, certain members of our staff may use your health information to assess the quality of the services that we provide to you, and to conduct normal business planning activities. Contacting You: Unless you provide us with alternative instructions we may use your health information to contact you by call or letter in order to: 1) Remind you of a scheduled appointment, 2) Reschedule an existing appointment, 3) Talk to you about a missed appointment, 4) Inform you about potential treatment alternatives or other health-related information, 5) Talk to you about an outstanding balance owed to us, and 6) For other issues related to the services that we provide to you and related to seeking payment for those services. Business Associates: In some instances, we may utilize external vendors – referred to as “business associates” – who will provide services to us in support of our operations. We may disclose your health information to these “business associates” so that they can perform the tasks for which they have been contracted. Please be aware that we require our “business associates” to appropriately safeguard all health information which has been disclosed to them. Directory of Individuals: Unless you object, we may maintain information about you in the form of a list/directory. The list/directory will allow us to identify the site where you receive services, and is used for internal operational purposes only. Family, Relatives, and Others: Upon obtaining your written authorization, we may disclose your health information to family, relatives, your primary care physician, and other persons identified by you, but only the health information which is directly relevant to their involvement, care, and/or payment activities pertaining to you. Notification in Case of Emergency: Our staff, using its best judgment, may use or disclose health information about you to notify or assist in notifying a family member, personal representative, or another person/entity/health care provider in the case of an emergency. Deceased Individuals: We may disclose health information that is consistent with applicable law to funeral directors, medical examiners, coroners, executors of your estate, and others as allowed by law so that they may carry out their duties. Marketing: We may use your health information for “marketing” purposes, but only after obtaining your written authorization to use your health information. Fundraising: We may use your health information for our internal fundraising activities. If we conduct fundraising activities, you have the right to have your name removed from the solicitation list. You are not obligated to participate or support any fundraising activity. If you wish to have your name removed from our solicitation list once you have been contacted, please ask a staff member for assistance. For Research: We may use your health information for research purposes when an institutional review board or privacy board has reviewed the research and established protocols to assure the privacy of your health information. Court Orders and Subpoenas: We may disclose your health information pursuant to a court order or subpoena pertaining to any purpose defined by statute, and as ordered by a court of competent jurisdiction. Suspected Abuse, Neglect, or Domestic Violence: We may disclose your health information, as required or allowed by law, if we suspect abuse, neglect, or domestic violence, but only to entities authorized to receive such reports. Licensing and Accreditation Organizations: We may disclose your health information pursuant to licensing and accreditation activities to maintain the health, safety and welfare of the people we serve and/or to promote quality outcomes. Correctional Institution: Should you become an inmate of a correctional institution or be placed under supervision of the juvenile or adult criminal court, we may disclose to the institution or agents thereof, probation or parole officer or their designees, health information necessary to preserve or maintain your health and the health and safety of other individuals Law Enforcement: We may disclose your health information for certain law enforcement purposes, as required or allowed by law. Page 2 Page 2 Page 2 Printed on: 11/03/2023 Printed on: 01/08/2025 Printed on: 01/08/2025 Health Oversight and Public Health Activities: We may disclose your health information to appropriate health oversight agencies, and for the purposes of preventing or controlling disease, injury, or disability, as required or allowed by law. To Avert a Serious Threat to Health or Safety: We may disclose your health information, with certain exceptions, in order to avert a serious threat to the health or safety of you or others. Disclosures Required by Law: We may disclose your health information in other circumstances, as required by regulation or law. Your Privacy Rights Pertaining to Your Health Information Although your health record remains the physical property of our organization, the information contained in our records belongs to you. You have numerous rights regarding your health information. Written Authorization for Disclosure of Health Information: When required by regulation, law, or our internal privacy practices, we will obtain your written permission prior to disclosing your health information to persons/entities outside of our organization. This permission will be obtained using an Authorization for Release of Information form. You have the right to refuse to sign any Authorization, and the right to revoke a previously signed Authorization. Please make sure that you carefully read the Authorization form prior to signing it. Confidential Communications: You have the right to request that we contact you at a certain location, or in a certain manner. As an example, you may request that we use an alternate address or phone number to contact you. We will attempt to accommodate reasonable requests, but we are not required to do so. To request confidential communications, you must make your request in writing to our Privacy Officer. Requesting Restrictions to Our Uses and Disclosures: You may request that we use or disclose your health information in a certain way related to our treatment, payment, and health care operations activities. As an example, you may request that we not disclose your health information to a particular person. Please be aware that we are not required to agree to a requested restriction, but if we do agree to a request we are not required to agree to a requested restriction, but if we do agree to a request we are bound by our agreement except in emergency circumstances and certain other situations. To request restrictions, you must make your request in writing to our Privacy Officer. We may deny your request under limited circumstances; however, you may request a review of certain denials. If you request and are granted a copy of your health records, we may charge you a reasonable cost-based fee. To review and copy your medical information, you must submit your request in writing to our Privacy Officer. Amendment of Your Health Records: You may request an amendment to your health information if you believe it is incorrect or incomplete. We may deny you request under certain circumstances. To request an amendment, your request must be made in writing to our Privacy Officer. Disclosure Accounting: You may request an accounting of certain disclosures that we have made regarding your health information. This first accounting requested within a 12-month period will be provided at no charge. We may charge a reasonable cost-based fee for all additional requests received within that same 12-month period. To request this accounting of disclosures, you must submit your request in writing to our Privacy Officer. Receiving a Copy of This Notice: You are entitled to receive a copy of this Notice at any time. To obtain a copy, please inquire at any of our service delivery sites, or speak to one of our staff. Additionally, if we maintain a website, we will make this Notice available on the website. Complaints: If you believe your privacy rights have been violated, you can file a complaint with our Privacy Officer, or with the Secretary of Health and Human Services, U.S. Department of Health and Human Service, 200 Independence Avenue S.W., Washington, D.C. 20201. Telephone: (202) 619-0257 or toll-free 1-877-696-6775. You may also contact the United States Office of Civil Rights at 1-866-627-7748. We will take no retaliatory action against you if you make such complaints. Obligations of Scranton Counseling Center: We will not use or disclose your health information without your consent and/or authorization, except as allowed by law and as described in this Notice. Scranton Counseling Center is required by law to: – Provide you with this notice of its legal duties and privacy practices with respect to your health information; – Abide by the terms of this notice; – Notify you in writing if we are unable to agree to a requested restriction on how your information is used or disclosed; – Accommodate reasonable requests you may make to communicate health information by alternative means or at alternative locations; and – Scranton Counseling Center reserves the right to change its information practices and to make the new provisions effective for all protected health information it maintains. Contact Person for Information, or to Submit a Complaint: If you have any questions about this Notice or any complaints about our privacy practices, please contact: Privacy Officer Scranton Counseling Center 329 Cherry Street Scranton, PA 18503 Phone: 570-348-6100 ext. 3203 Effective Date: This Notice is effective on April 14, 2003. Access to Your Health Records, and Obtaining Copies: You may request to review and obtain a copy of certain of your health records.

Anyone wanting to obtain services may call the Scranton Counseling Center or stop by to request services. An appointment will be set up within a reasonable period of time depending upon each individual’s needs.  SCC hours are Monday through Friday 8:30 A.M. to 4:30 P.M., with evening hours by appointment.

Someone requiring immediate attention may receive care at any time through our Crisis Emergency Service.  During regular SCC hours, Emergency Services are available at our main office located at 329 Cherry St, Scranton PA 18505.  Weekdays after 4:30 P.M., on weekends and holidays, Emergency Services are available by calling 570-348-6100 or going to one of the local emergency rooms in Lackawanna and Susquehanna counties at which SCC provides crisis services: Lackawanna County – Geisinger CMC, Commonwealth Health Regional Hospital and Lehigh Valley Dickson City; Susquehanna County – Endless Mountains Health Systems and Barnes-Kasson Hospital and asking to see the mental health crisis worker on duty.

SCC’s Crisis Receiving and Stabilization Unit (CRSU) is a walk-in assessment site, located on the SCC campus with a separate entrance.  It is open 24 hours per day / 7 days per week / 365 days per year.  The direct phone number is 570-245-0579, with no appointment necessary.

You will be greeted by a receptionist and introduced to the intake clinician who will conduct an interview. This first session will give you an opportunity to discuss your problems and concerns so that together, you and the clinician may determine if SCC can be of help, and which of our treatment programs and services will best meet your needs. Under most circumstances you will also meet with a member of our psychiatric staff.

At the time of your first appointment, a liability specialist will determine your method of payment and if you are responsible for any out-of-pocket payments.

If you are covered by a participating health insurance plan, you must provide the information and any referral forms that are necessary for insurance reimbursement. Payment of insurance co-pays is expected at the time services are provided.

If you do not have insurance or are unable to pay the normal fees, the liability specialist will review your financial status and establish your fee based on a sliding scale. Payment of fees is expected at the time services are provided.

Your prompt payments will help ensure the continuation of quality care for everyone in our community.

Individual Therapy or counseling sessions with you and your assigned therapist. This approach may be suggested at the time of your initial evaluation or at any time it is indicated while receiving other Center services.

Family Therapy or counseling including significant family members, such as spouses, children and anyone else who is a part of the family unit. This approach is important when the behavior of one or more persons in the family is disturbing the family harmony.

Group Therapy or counseling occurs when several people meet with the therapist to learn from each other how to deal more effectively with the problems they are encountering with their daily living.

Chemo/Pharmacological Therapy may be used in addition to one of the above therapies. This involves the use of medication to alleviate or control psychiatric/emotional/behavioral symptoms. These medications will be prescribed by a member of our medical staff, including physicians and physician’s assistants, after an evaluation of your particular condition. For non-psychiatric medical problems, you will be referred to your family physician or specialist.

If medication is prescribed, our medical staff will describe what is being recommended and why, what benefits to expect, and what possible side effects may occur.

Upon referral, a comprehensive initial assessment is performed and serves as the foundation for the treatment plan to address your individual needs. The treatment plan formulation is sensitive to the bio-psycho-social model which allows for careful consideration of the full range of services available to effectively and efficiently address your presenting concerns. With your full participation, treatment plans are developed and updated on a regular basis in order to maximize gains achieved given the goals you have defined. Consumers with Limited English Proficiency (LEP) will be provided with interpreter services when necessary.

SCC staff members have varied educational backgrounds and training to meet the different needs of our consumers. There are psychiatrists, other physicians, physician’s assistants, licensed psychologists, licensed social workers, nurses, and mental health and intellectual disability specialists. Our facilities are licensed according to standards set by the Commonwealth of Pennsylvania.

You have the right:

1. To considerate, respectful care.

2. To confidentiality of services rendered.

3. To actively participate in the development of your treatment plan.

4. To have questions answered at any time.

5. To choose a treatment modality that best meets your needs.

6. To the information necessary for you to give informed consent to participate in the services and treatment recommended for you.

7. To accept or refuse medications.

8. To withdraw from the treatment program at any time.

9. To be free from harm.

10. To be treated in a nondiscriminatory manner, without regard to race, sex, color, national origin, ancestry, religious creed, disability, age, marital status, sexual orientation, or Limited English Proficiency (LEP).

11. To insepct your own records subject to the following limitations:

    • In general, HIPAA (Health Insurance Portability and Accountability Act) allows an individual to access medical and billing records which are used to make decisions about that individual.

    • All individuals’ requests to access protected health information shall be made in writing to the privacy officer or his/her designee for review.

    • The consumer shall have the right to request the correction of inaccurate, irrelevant, outdated, or incomplete information from his/her records.

    • The consumer shall have the right to submit rebuttal data or memoranda to be included in his/her records.

12. To appeal termination of services to the Chief Executive Officer of Scranton Counseling Center.

1. To state your goals and become an active participant in the development of an individualized treatment plan.

2. To actively participate with staff in the implementation of your treatment plan.

3. To keep scheduled appointments.

4. To notify SCC staff within 24 hours when you are unable to keep an appointment or attend a scheduled program or therapy group.

5. To pay for services at the time they are delivered and to authorize the release of required information to third-party payers, such as, insurance companies.

6. To maintain the confidentiality and privacy of others.

Please discuss the issue with your therapist whose job it is to assist you. If this is not possible or practical, or you wish to pursue the matter further, you may request a meeting with the Service Director either through the therapist or by writing to:

• Service Director for (Name the Service), Scranton Counseling Center, 329 Cherry Street, Scranton, PA 18505, phone: (570) 348-6100

​Upon investigation, a decision shall be rendered in writing as soon as possible but within 48 hours after the filing of the complaint. If the situation remains unresolved, you may present a written complaint to:

• Chief Executive Officer (CEO), Scranton Counseling Center, 329 Cherry Street, Scranton, PA 18505, phone: (570) 348-6100​

Please indicate exactly what the complaint is about, who is involved, the date and time the incident(s) occurred, and the results so far.

The final step, if you feel your complaint has not been handled to your satisfaction, is to send a written complaint with all the details to:

• County Administrator, Lackawanna/Susquehanna BHIDEI Program, Lackawanna County Government Center, 123 Wyoming Avenue, 4th Floor, Scranton, PA 18503, phone: (570) 346-5741​, or
• Commonwealth of Pennsylvania, Department of Public Welfare, Office of Mental Health and Substance Abuse Services, Bureau of Community and Hospital Operations, Division of Eastern Operations, 100 Lackawanna Avenue – Room 321, Scranton, PA 18503, phone: (570) 963-4335, or
• Community Care Behavioral Health Organization, Attention: Complaints and Grievances Department, 72 GLENMAURA National Boulevard, 2nd Floor, Moosic, PA 18507, phone: (866) 668-4696, or
• The Advocacy Alliance – A Mental Health Association, PO Box 1368, 846 Jefferson Avenue, Scranton, PA 18501, phone: (570) 342-7762

Complaints of discrimination may be filed with:

• U.S. Department of Health and Human Services, Secretary of Health & Human Services, 200 Independence Avenue S.W., Washington, DC 20201, phone: (202) 619-0257 or (866) 627-7748, or
• U.S. Office of Civil Rights, U.S. Department of Health & Human Services, 200 Independence Avenue S.W., Room 509F, HHH Building, Washington, DC 20201, phone: (866) 627-7748, or
• DPW Bureau of Equal Opportunity (BEO), Room 223, Health and Welfare Building, P.O. Box 2675, Harrisburg, PA 17105, phone: (717) 787-1127, or
• Pennsylvania Human Relations Commission (PHRC), Riverfront Office Center, 1101-1125 S. Front Street, 5th Floor, Harrisburg, PA 17104-2515, phone: (717) 787-9784

NO RETALIATORY ACTION WILL BE TAKEN AGAINST YOU IF YOU MAKE ANY SUCH COMPLAINTS.