Participant Rights & Responsibilities

Your Rights. Your Voice. Our Commitment.

PCC believes every participant should understand their rights and feel comfortable asking questions, making choices and raising concerns.

Individuals receiving case management, service coordination or supports coordination from PCC have the right to understand their rights and how to exercise them. The following rights apply to participants receiving services from PCC, subject to the rules of the applicable program, plan or payer.

Your Participant Rights

Individuals receiving case management, service coordination or supports coordination from PCC have the right to:

1. Organization information

Access information about PCC, including the programs and services PCC provides on behalf of a purchaser or partner organization, information about our staff and staff qualifications, and information about relevant contractual relationships.

2. Choice about participation

Decline participation in or disenroll from programs and services offered by PCC when permitted by the rules of the applicable program, plan or payer.

3. Know your coordinator

Know the name of your case manager, service coordinator or supports coordinator and know how to request a change in coordinator.

4. Participate in decisions

Be supported by PCC in collaborating on decisions with your coordinator and participating meaningfully in planning and service-related discussions.

5. Understand services and options

Be informed of case management or coordination services and available options, including discussion of services or resources that may not be covered, when relevant to your needs and goals.

6. Privacy and confidentiality

Have personally identifiable information and medical information kept confidential in accordance with applicable law and policy; know what entities may have access to your information; and know the procedures PCC uses to support privacy, security and confidentiality.

7. Respect and dignity

Be treated courteously, respectfully and with dignity by PCC staff.

8. Make complaints

Communicate complaints to PCC and receive instructions on how to use PCC’s complaint process, including PCC’s approved standards for acknowledging, responding to and resolving complaints and quality-of-service concerns.

9. Understandable information

Receive information in a way that is understandable to you, including access to language assistance, accessibility support or alternate formats when required or available.

10. Help understanding appeal rights

Receive assistance understanding available appeal rights and information about how to access the appropriate appeal, grievance or fair-hearing process when you disagree with a decision. PCC can help you understand available information and where to go; PCC does not decide external appeals or guarantee their outcome.

How to Exercise These Rights

You may contact your assigned coordinator or PCC at 215-725-7200 if you have questions about these rights, need information in another language or format, want to request a change in coordinator, or need help identifying the correct complaint or appeal resource.

Request a change in coordinator: Contact PCC at 215-725-7200 or use the secure request option. PCC will review the request in accordance with the applicable program, payer and organizational requirements.

Participant Responsibilities

Participants and representatives are encouraged to:

Provide accurate information that is reasonably needed for coordination and tell PCC when important information changes.
Participate in planning and share goals, preferences, needs and concerns to the extent they are comfortable doing so.
Tell PCC about preferred language, communication format and accessibility needs.
Treat PCC staff and others involved in coordination respectfully and safely.

Keep scheduled meetings when possible or notify the coordinator when a meeting must be changed.
Review information and notices promptly and ask questions when something is unclear.
Notify the coordinator about meaningful changes in services, providers, living situation, contact information, health/safety concerns or support needs when relevant to coordination.
Use secure channels when sharing sensitive information and avoid sending detailed medical records through unsecured website forms.

Privacy, Language & Accessibility

PCC is committed to protecting your privacy and helping you receive information in a way that you can understand and use. Learn more about:

Privacy & Confidentiality
Information about privacy, security and confidentiality.

Language & Accessibility Help
Request language assistance, accessibility support or information in an alternate format.

Complaints & Grievances

You have the right to communicate complaints to PCC and to receive information about available complaint, grievance, appeal or fair-hearing processes.

File a PCC Complaint

Learn About Appeals

PCC can help you understand available information and identify the appropriate resource. PCC does not decide external appeals or guarantee their outcome.