Client Rights & Privacy

You have the right to receive services in a safe, respectful, and confidential environment.
Lifecrafters, LLC follows all federal and state laws that protect your privacy, including HIPAA and 42 CFR Part 2.

For a full copy of our Notice of Privacy Practices, Client Rights and Responsibilities, or Grievance Procedure, please visit your Client Portal or request a printed copy at our office.

Your Rights Include:

  • The right to be treated with dignity and respect, free from abuse, neglect, or exploitation.

  • The right to receive services without discrimination based on race, color, national origin, religion, gender, sexual orientation, age, disability, or ability to pay.

  • The right to confidentiality and privacy of your health information, in accordance with HIPAA and 42 CFR Part 2.

  • The right to participate actively in your treatment planning, including setting goals and reviewing progress.

  • The right to informed consent before starting or changing services.

  • The right to refuse services or withdraw consent, within legal and ethical limits.

  • The right to access your clinical records as permitted by law.

  • The right to receive services in a safe, trauma-informed environment.

  • The right to express complaints or grievances without fear of retaliation.

  • The right to receive reasonable accommodations if you have a disability or language barrier.

  • The right to be informed of costs, fees, and insurance coverage related to your care.

Your Privacy Matters

Lifecrafters, LLC protects your personal health information under HIPAA and 42 CFR Part 2.
We will not release information about your treatment without your written consent, except as required by law (for example, in cases of child abuse reporting or imminent risk of harm).

You may request a copy of our full Notice of Privacy Practices at any time or access it through your Client Portal.

Nondiscrimination Policy

Lifecrafters, LLC does not discriminate in the provision of services based on race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, or ability to pay.

Interpreter and accessibility services are available at no cost to individuals with limited English proficiency or disabilities.

Accessibility and Language Support

Lifecrafters, LLC is committed to ensuring all individuals can access our services.
We provide:

  • Interpreter services (including ASL and language translation) at no cost

  • Reasonable accommodations for disabilities

  • Accessible telehealth and in-person service options

If you need assistance, please let us know before your appointment.

Grievance Procedure

At Lifecrafters, LLC, we want every client to feel safe, respected, and heard.
You have the right to file a complaint or grievance at any time and to receive a timely, fair, and non-retaliatory resolution.

What’s the Difference Between a Complaint and a Grievance?

  • A complaint is an informal concern that can often be resolved quickly by speaking with your therapist, case manager, or a supervisor.

  • A grievance is a formal written request for review if your complaint is not resolved to your satisfaction.

How to File a Complaint or Grievance

  1. Talk with your therapist or the Program Director to share your concern.
    Many issues can be resolved through discussion.

  2. If your concern is not resolved, you may complete a Grievance Form, available at all service locations or by requesting one through our office or telehealth platform.

  3. You may also submit a grievance anonymously by placing a completed Grievance Form in the locked box located in the front lobby.
    Anonymous grievances are reviewed and tracked through our Continuous Quality Improvement (CQI) process to ensure fairness and accountability.

  4. The Clinical Director or designee will review your grievance within five (5) business days and attempt to resolve the issue.

  5. If the issue remains unresolved, your grievance will be forwarded to the Executive Director for final determination.

  6. All grievances are logged and reviewed as part of our CQI process to ensure transparency and program improvement.

You May Submit Your Grievance To:

Lifecrafters, LLC
Attn: Program Director, Madison Wallace
450 Old Vine Street, Office 305, Lexington KY, 40507
Phone:
Email: MLWALLACE@lifecraftersky.com

External Oversight and State Contacts

If you are not satisfied with the outcome or wish to speak with someone outside the organization, you may contact:

Cabinet for Health and Family Services – Office of the Ombudsman
275 E. Main Street, 1E-B, Frankfort, KY 40621
Phone: (800) 372-2973 | TTY: (800) 627-4702

You may also contact:
Kentucky Cabinet for Health and Family Services – Office of Inspector General
Division of Behavioral Health Licensing
275 E. Main Street, Frankfort, KY 40621
Phone: (502) 564-7962

Our Promise

All grievances are reviewed promptly and resolved as fairly as possible.
Lifecrafters, LLC strictly prohibits retaliation against anyone who submits a complaint or grievance — whether signed or anonymous.

Crisis Disclaimer

Lifecrafters, LLC is not a crisis center.
If you are experiencing an emergency, please call 911 or 988 (Suicide & Crisis Lifeline).