Your rights, how to report concerns, and other important information for people we serve, their families, and case managers.
Your Rights as a Person Served
Every person we serve has rights under Minnesota Statute 245D.04 and the Minnesota Bill of Rights for clients of HCBS providers. These rights include, but are not limited to:
Dignity and respect — to be treated with courtesy and respect at all times.
Privacy — to have your personal information, living space, and communications kept private.
Choice — to participate in decisions about your services, daily activities, and goals.
Freedom from maltreatment — to be free from physical, sexual, emotional, and financial abuse, neglect, and exploitation.
Access to records — to review your service records and request corrections.
Refuse services — to refuse any service or treatment without retaliation.
File complaints — to voice concerns or file complaints without fear of retaliation or loss of services.
Self-determination — to make choices about where you live, who you live with, and how you spend your time.
Every person we serve receives a written copy of their full rights at the start of services. To request another copy at any time, contact us at (612) 354-7748.
Grievance & Complaint Procedure
If you have a concern, complaint, or grievance about any service or staff member, we want to know. You can raise it without fear of retaliation or loss of services.
If you suspect maltreatment — abuse, neglect, or financial exploitation — of a vulnerable adult or child, report it immediately. You do not need proof; reasonable suspicion is enough.
Where to report
Minnesota Adult Abuse Reporting Center (MAARC) — for suspected maltreatment of vulnerable adults 1-844-880-1574 (24/7) ·
mn.gov adult protection
Minnesota Child Welfare / Child Abuse Reporting — contact your county child-welfare office, or the National Child Abuse Hotline: 1-800-422-4453 (24/7)
911 — if someone is in immediate danger.
What happens after a report
The report goes to the Common Entry Point under the Minnesota Vulnerable Adults Act (MN Statute 626.557). Reports are confidential and reporters made in good faith are protected from retaliation. The receiving agency investigates and decides whether to substantiate the report.
Minnesota Best Healthcare staff are mandated reporters under state law and are trained to recognize and report suspected maltreatment.
Ombudsman Services
An ombudsman is an independent advocate who helps people receiving services resolve concerns. Their services are free and confidential.
Minnesota Ombudsman for Mental Health and Developmental Disabilities (OMHDD)
For people receiving services related to mental illness, developmental disabilities, or substance use disorders.
Every person we serve has a Coordinated Service and Support Plan (CSSP) developed with their case manager. The CSSP identifies your goals, the services you'll receive, who provides them, and how often. We deliver services as specified in your CSSP and document outcomes for your case manager.
Starting services
After your case manager refers you to us, we meet to review your CSSP and agree on a start date. We complete an intake assessment, provide written copies of your rights and our policies, and ensure required documentation is in place before services begin.
Service termination
Services may end for these reasons, among others:
You choose to discontinue services or change providers
You no longer meet eligibility for the service or waiver
Your CSSP is updated to discontinue or replace the service
Continued service delivery is unsafe for you or staff (last resort, with documentation)
Except in emergencies, you will receive written notice in advance of service termination, along with information about your right to appeal and how to file a request for reconsideration with DHS.
Staff Qualifications & Safety
Background studies
All staff who have direct contact with people we serve complete a Minnesota DHS background study (NETStudy 2.0) under MN Statute 245C before they begin work. Staff cannot have direct contact with you until they are cleared.
Training
Direct Support Professionals (DSPs) complete orientation and ongoing training as required by MN Statute 245D.09. Training includes:
Person-centered service delivery
The needs and preferences of the specific person they support
Reporting suspected maltreatment of vulnerable adults and children
Emergency procedures and safety
Cultural responsiveness and respectful communication
Service-specific competencies (medication administration, behavioral support, etc., when applicable)
Privacy & HIPAA Notice
Minnesota Best Healthcare protects the privacy of your personal and health information under the federal Health Insurance Portability and Accountability Act (HIPAA), the Minnesota Health Records Act, and the Minnesota Government Data Practices Act.
How we use your information
To provide and coordinate your services with your case manager and other authorized providers.
To bill the program funding your services (Medical Assistance, your waiver).
To meet legal and regulatory requirements (DHS licensing, audits, mandated reporting).
For internal quality improvement, with identifiers removed where possible.
Your rights regarding your information
Access — review your records and request copies.
Amend — request corrections to inaccurate records.
Restrict — request limits on how we use or share your information (we'll honor reasonable requests).
Accounting — request a list of disclosures we've made.
Complain — file a privacy complaint with us, with DHS, or with the U.S. Department of Health & Human Services Office for Civil Rights.
Minnesota Best Healthcare LLC provides services without discrimination based on race, color, national origin, ethnicity, sex, sexual orientation, gender identity or expression, age, religion, marital status, familial status, disability, public-assistance status, or veteran status.
We comply with applicable federal civil rights laws, including:
Title VI of the Civil Rights Act of 1964
Section 504 of the Rehabilitation Act of 1973
The Americans with Disabilities Act (ADA)
Section 1557 of the Affordable Care Act
The Age Discrimination Act of 1975
If you believe you have been discriminated against, contact us using the grievance procedure above, or file a complaint directly with the U.S. Department of Health & Human Services Office for Civil Rights at hhs.gov/ocr/complaints.
Accessibility
We work to make our website and services accessible to people with disabilities. Our website targets WCAG 2.1 Level AA conformance.
If you have trouble accessing this website, our office, or any of our services — or if you need information in an alternative format such as large print, audio, or accessible electronic format — contact us:
Note: This page provides summaries for convenience. The full text of policies, rights notices, and procedures is provided in writing at the start of services. If anything on this page conflicts with the written documents you received, the written documents control. Contact us with questions.