Patient Rights and Responsibilities Notice
(This notice is available in other languages and accessible formats upon request. To request a translated or large-print version, contact [email protected] or call (888) 818-2059.)
Summary
At Isaac Health, we want every person to be treated with respect, included in their care decisions, and supported in understanding their options.
Here’s a short summary of your rights and responsibilities when you take part in our care programs.
Your Rights
- Learn about us: You can ask about our services, staff, and partners.
- Choose your care: You can decide whether to join, continue, or leave our program at any time.
- Know your Care Navigator: You will be told who your Care Navigator is and may request a change.
- Be part of decisions: You have the right to help make choices about your care.
- Understand all options: You can ask about all available services, even those not covered by insurance.
- Keep your information private: We protect your health information under HIPAA.
- Be treated respectfully: Our staff will treat you with dignity, fairness, and kindness.
- Speak up: You can share feedback or file a complaint, and we’ll respond quickly.
- Get clear information: We explain things in plain language and can translate materials or offer interpreters.
Your Responsibilities
- Follow your care plan as agreed upon, or tell your Care Navigator if you can’t.
- Share accurate information so we can help you effectively.
- Let us know if you leave the program or change your provider.
Detailed Patient Rights
Access to Information
You have the right to know about Isaac Health—our programs, our staff’s qualifications, and the services we provide.
This information is available on our website, in our Program Brochure, and through our Terms of Use.
You may also request it by email, mail, or phone. You can ask for details about your assigned clinician or Care Navigator and their credentials.
Decline or Disenroll
You may decline participation or disenroll from Isaac Health services at any time.
Doing so will not affect your relationship with your other health-care providers or your health plan benefits.
Know and Change Care Navigator
You will be informed of the name and role of your assigned Care Navigator or clinician.
If you wish to change your Care Navigator, you can request a change by calling (888) 818-2059 or emailing [email protected].
We will make every effort to accommodate your request promptly.
Supported Collaboration in Care Decisions
You have the right to take part in decisions about your care.
Your care team will clearly explain options, risks, and benefits and help you make choices that match your values, goals, and preferences.
We promote shared decision-making in all clinical and care navigation encounters.
Information on All Available Services
You may ask about all services Isaac Health offers—including those that may not be covered by your insurance plan—and discuss those options with your providers.
Our staff will help you understand how each service supports your health goals and how to access it.
Confidentiality and Data Security
Your privacy is protected under the Health Insurance Portability and Accountability Act (HIPAA).
We use secure systems to protect your information and share it only when necessary for care or as required by law.
Staff receive annual HIPAA and data security training to ensure consistent privacy practices.
You may review our full privacy practices in the HIPAA Notice and Summary of HIPAA Notice.
Courtesy and Respect
You have the right to be treated courteously, compassionately, and without discrimination on the basis of age, race, color, national origin, religion, sex, gender identity, sexual orientation, disability, or any other protected characteristic.
Isaac Health’s Nondiscrimination and Accessibility Notice applies to all patients and caregivers.
Complaints and Grievances
You may file a complaint, provide feedback, or request a new Care Navigator or provider at any time.
Phone: (888) 818-2059
Email: [email protected]
We will acknowledge your complaint within five (5) business days and aim to resolve it within thirty (30) days.
Understandable Information
You have the right to receive information in clear, easy-to-understand language.
All patient materials are written in plain English and available in additional languages, large print, or accessible formats on request.
We define any necessary medical terms and provide interpreter services when needed.
Detailed Patient Responsibilities
Follow Care Plan or Notify If You Cannot
You agree to follow the care plan developed together with your Care Navigator and provider.
If you cannot follow it for any reason, you have the right to tell us without penalty so your plan can be updated to fit your situation.
Provide Accurate Information
You agree to share accurate, complete, and up-to-date information about your health, history, medications, and contact details so we can deliver safe, effective care.
If your contact information changes, please let us know as soon as possible.
Notify If You Disenroll
If you choose to leave the Isaac Health program, please notify both Isaac Health and your usual care provider.
This allows for proper coordination and transition of care.
How to Reach Us
- Phone: (888) 818-2059
- Email: [email protected]
- Website: www.myisaachealth.com
- Mail: Isaac Health – Patient Relations, 85 Broad St FL 17, New York, NY 10004
Nondiscrimination and Accessibility Notice
(This notice is available in other languages and accessible formats upon request. To request a translated or large-print version, contact [email protected] or call (888) 818-2059.)
Isaac Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, gender identity, sexual orientation, or religion.
Isaac Health does not exclude people or treat them differently because of these characteristics.
Accessibility Services
Isaac Health provides free aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign-language interpreters
- Written information in other formats (large print, audio, accessible electronic formats, or other formats as needed)
Isaac Health also provides free language services to people whose primary language is not English, such as:
- Qualified interpreters (including video or telephone interpretation)
- Information written in other languages
If you need these services, contact our team using any of the methods below.
Phone: (888) 818-2059
Email: [email protected]
Mail: Isaac Health – Patient Relations
85 Broad Street, Floor 17
New York, NY 10004
How to File a Grievance
If you believe that Isaac Health has failed to provide these services or discriminated in any way based on race, color, national origin, age, disability, sex, gender identity, sexual orientation, or religion, you can file a grievance with:
Isaac Health – Patient Relations
Phone: (888) 818-2059
Email: [email protected]
Mail: 85 Broad Street, Floor 17, New York, NY 10004
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights (OCR) electronically through the OCR Complaint Portal, available at:
https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf
or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue SW, Room 509F, HHH Building
Washington, DC 20201
Phone: 1-800-368-1019 TDD: 1-800-537-7697
Language Assistance
If you speak a language other than English, you can get help in your language for free.
Below are examples of language assistance notices included in Isaac Health materials:
- Español: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (888) 818-2059.
- 中文 (Chinese): 如果您使用中文，您可以免费获得语言援助服务。请致电 (888) 818-2059。
- Русский (Russian): Если вы говорите на русском языке, вы можете воспользоваться бесплатной помощью переводчика. Позвоните (888) 818-2059。
- Português (Portuguese): Se você fala português, dispomos de serviços gratuitos de assistência linguística. Ligue para (888) 818-2059。
- 한국어 (Korean): 한국어를 사용하시는 경우, 무료 언어 지원 서비스를 받으실 수 있습니다. (888) 818-2059 번으로 전화해 주십시오.
