Velora Recovery Centre

At Velora Recovery Centre, we believe that recovery begins with dignity, trust, safety and mutual respect.

Every person receiving recovery, rehabilitation, counselling or related support at our centre deserves to be treated with compassion and respect. At the same time, every resident has a responsibility to respect the safety, privacy and rights of other residents, staff and visitors.

This Patient Rights & Responsibilities Policy explains what you can expect from Velora Recovery Centre and what we expect from you during your stay.

These rights and responsibilities are subject to applicable Indian laws, clinical requirements, safety requirements and the lawful policies of the centre.

YOUR RIGHTS

1. Right to Dignity and Respect

Every resident has the right to be treated with:

• Dignity
• Courtesy
• Compassion
• Respect
• Privacy
• Professional care.

No resident should be humiliated, insulted, threatened, or deliberately degraded.

2. Right to a Safe Environment

Every resident has the right to receive care in an environment that is reasonably safe and appropriate for the services being provided.

Velora Recovery Centre maintains reasonable measures relating to:

• Resident safety
• Hygiene
• Cleanliness
• Emergency response
• Fire safety
• Medical referral
• Protection from abuse.

3. Right to Equality and Non-Discrimination

Residents should receive services without unlawful discrimination.

No resident should be treated unfairly on the basis of factors such as:

• Gender
• Religion
• Caste
• Culture
• Disability
• Socio-economic background
• Sexual orientation
• Personal beliefs
• Substance-use history.

The Mental Healthcare Act, 2017 specifically recognises equality and non-discrimination in the provision of mental healthcare.

4. Right to Protection from Abuse

Every resident has the right to protection from:

• Physical abuse
• Verbal abuse
• Emotional abuse
• Sexual abuse
• Harassment
• Exploitation
• Humiliation
• Cruel, inhuman or degrading treatment.

Velora Recovery Centre maintains a zero-tolerance approach to abuse.

The Mental Healthcare Act, 2017 expressly provides protection from physical, verbal, emotional and sexual abuse for persons with mental illness.

5. Right to Information

Residents and, where legally appropriate, their authorised representatives should receive understandable information regarding relevant aspects of their care.

This may include:

• Nature of the rehabilitation programme
• General treatment approach
• Important rules
• Expected responsibilities
• Relevant risks
• Available services
• Discharge procedures
• Referral procedures
• Applicable charges.

Information should be provided in a language and form that the person can reasonably understand, subject to applicable law.

The Mental Healthcare Act, 2017 recognises a right to information regarding admission and treatment-related matters.

6. Right to Confidentiality

Your personal and treatment-related information should be kept confidential.

This may include:

• Addiction history
• Medical information
• Mental-health information
• Counselling records
• Treatment information
• Family information
• Personal contact information.

Information will not ordinarily be disclosed publicly without appropriate consent, except where disclosure is permitted or required by law or necessary for legitimate safety, emergency or healthcare purposes.

The Mental Healthcare Act, 2017 contains specific confidentiality protections, including protection for information stored electronically or digitally.

7. Right to Privacy

Residents have the right to reasonable privacy during their stay.

Velora Recovery Centre will take reasonable steps to protect resident privacy in areas such as:

• Personal care
• Counselling
• Medical discussions
• Personal communication
• Accommodation
• Personal information.

Safety requirements may require reasonable operational restrictions.

8. Right to Access Relevant Medical Records

Where applicable under law and subject to legitimate clinical limitations, a resident may request access to relevant medical records.

Certain information may be withheld where disclosure is legally permitted because it could create serious harm to the resident or another person.

The Mental Healthcare Act, 2017 recognises a right to access basic medical records, subject to the statutory framework.

9. Right to Appropriate Medical Attention

Where medical care is required, the resident should receive appropriate medical attention within the centre’s authorised scope and capabilities.

Where a resident requires care beyond the centre’s capabilities, the centre may recommend or arrange referral or transfer to an appropriate hospital or qualified healthcare professional.

10. Right to Emergency Care and Referral

Medical or psychiatric emergencies can occur during addiction recovery.

A resident has the right to appropriate emergency response and referral when clinically necessary.

This may include referral for:

• Severe withdrawal
• Seizures
• Loss of consciousness
• Severe intoxication
• Serious injury
• Psychiatric emergency
• Suicide/self-harm risk
• Other serious medical conditions.

11. Right to Know About Risks

Residents and/or authorised representatives should be informed about reasonably foreseeable risks associated with the relevant treatment, rehabilitation or recovery programme where applicable.

Addiction recovery may involve:

• Withdrawal symptoms
• Emotional distress
• Behavioural challenges
• Relapse
• Medical complications.

No recovery programme can guarantee a particular outcome.

12. Right to Raise a Complaint

Every resident has the right to raise a genuine concern or complaint regarding:

• Treatment
• Staff behaviour
• Food
• Hygiene
• Safety
• Privacy
• Accommodation
• Communication
• Fees
• Other centre-related matters.

Residents should not be subjected to retaliation merely for raising a genuine complaint.

The Mental Healthcare Act, 2017 recognises the right to make complaints regarding deficiencies in mental-health services.

13. Right to Communicate

Subject to applicable law, clinical requirements and reasonable centre rules, residents may have access to appropriate communication with family members and other persons.

Communication may include:

• Telephone calls
• Mobile communication
• Family visits
• Other approved communication methods.

Reasonable restrictions may apply where necessary for safety, privacy, treatment or the wellbeing of residents.

The Mental Healthcare Act, 2017 contains specific provisions regarding personal contacts and communication.

14. Right to Family Involvement

Where appropriate and with due regard to the resident’s privacy and consent, family members may participate in the recovery process.

Family involvement may include:

• Counselling
• Recovery planning
• Progress discussions
• Discharge planning
• Aftercare planning.

The extent of family involvement may vary depending on the resident’s wishes, clinical situation and applicable law.

15. Right to Appropriate Discharge Planning

Residents should receive appropriate information regarding discharge and, where available, aftercare planning.

Discharge planning may include:

• Follow-up counselling
• Relapse-prevention planning
• Family support
• Referral
• Recovery support
• Aftercare recommendations.

16. Right to Know Applicable Charges

Residents and/or their authorised representatives should be informed about applicable charges and relevant payment conditions.

Where possible, information regarding:

• Programme fees
• Additional medical expenses
• Medicines
• Diagnostic tests
• Hospital referral expenses
• Other additional charges

will be communicated appropriately.

17. PATIENT RESPONSIBILITIES

Recovery works best when residents, families and professionals work together.

Every resident is expected to understand and follow the responsibilities below17. Provide Accurate Information

Residents and/or their family members should provide accurate information regarding:

• Substance use
• Previous treatment
• Medical history
• Mental-health history
• Current medicines
• Allergies
• Previous hospitalisation
• Seizures
• Self-harm or suicide history
• Other relevant health conditions.

Hiding important information may create serious health and safety risks.

18. Follow the Recovery Programme

Residents are expected to participate responsibly in their agreed recovery programme, including where applicable:

• Counselling sessions
• Group sessions
• Individual sessions
• Therapy activities
• Recovery activities
• Medical appointments
• Follow-up programmes.

19. Follow Medical Advice

Residents should follow instructions given by authorised healthcare professionals.

Residents must not independently:

• Change prescribed medication
• Stop medication
• Share medication
• Take another person’s medication
• Hide medication.

Any concerns regarding medication should be discussed with the appropriate professional.

20. Do Not Bring Drugs or Alcohol

Residents must not bring, possess, consume, distribute or facilitate the use of prohibited substances within the centre.

This includes, where applicable:

• Alcohol
• Narcotic drugs
• Psychotropic substances
• Illicit substances
• Unauthorised intoxicating substances
• Unauthorised medicines.

21. Do Not Bring Dangerous Items

Residents must not bring items that may create a safety risk, including:

• Weapons
• Firearms
• Dangerous sharp objects
• Explosives
• Dangerous chemicals
• Unauthorised medicines
• Other items prohibited under centre safety rules.

22. Respect Other Residents

Every resident is expected to respect the dignity, privacy and personal space of others.

Residents must not:

• Bully
• Threaten
• Harass
• Intimidate
• Abuse
• Assault
• Humiliate
• Sexually harass
• Exploit another resident.

23. No Violence

Physical violence and threats of violence are strictly prohibited.

This applies to:

• Residents
• Staff
• Doctors
• Counsellors
• Visitors
• Family members.

Serious incidents may result in emergency intervention, referral, discharge or involvement of appropriate authorities, subject to applicable law.

24. Protect Other Residents’ Privacy

Residents must not share another resident’s:

• Name
• Photograph
• Video
• Medical information
• Addiction history
• Family information
• Recovery information

without appropriate permission.

25. Follow Mobile Phone & Device Rules

Residents must follow the centre’s applicable rules regarding:

• Mobile phones
• Internet access
• Cameras
• Recording devices
• Social media.

These rules are intended to balance recovery, privacy and safety.

26. Do Not Record Other Residents

Residents must not secretly photograph, record or livestream:

• Other residents
• Counselling sessions
• Medical consultations
• Staff members
• Private areas.

Any authorised recording must comply with the centre’s privacy policy.

27. Maintain Cleanliness

Residents are expected to cooperate in maintaining:

• Personal hygiene
• Room cleanliness
• Common-area cleanliness
• Bathroom hygiene
• Proper waste disposal.

28. Take Care of Centre Property

Residents are expected to use the centre’s furniture, equipment, rooms and other facilities responsibly.

Intentional damage may result in reasonable recovery of repair/replacement costs, subject to applicable law.

29. Follow Visitor Rules

Residents and their visitors must comply with the centre’s visitor policy.

Visitors must not bring:

• Drugs
• Alcohol
• Weapons
• Unauthorised medicines
• Other prohibited items.

30. Do Not Leave Without Following the Discharge Procedure

Residents should follow the applicable discharge procedure rather than leaving the facility without informing the appropriate centre staff.

If a resident leaves without authorised discharge, the centre may contact the emergency contact/family and, where appropriate, emergency services or authorities.

Nothing in this policy authorises unlawful detention or confinement.

31. Report Safety Concerns

Residents are encouraged to immediately inform staff if they become aware of:

• Drugs or alcohol
• Violence
• Abuse
• Bullying
• Sexual harassment
• Self-harm risk
• Suicide risk
• Medical emergency
• Fire hazards
• Other serious safety concerns.

Early reporting can help protect the resident and others.

32. Respect Staff and Healthcare Professionals

Residents are expected to communicate respectfully with:

• Doctors
• Nurses/healthcare professionals
• Counsellors
• Therapists
• Caregivers
• Administrative staff
• Security/support staff.

Disagreement or dissatisfaction should be raised through the appropriate grievance mechanism rather than through violence, threats or abuse.

33. Maintain Honest Communication

Residents are encouraged to openly communicate concerns about:

• Withdrawal symptoms
• Cravings
• Emotional distress
• Medication
• Physical symptoms
• Mental-health concerns
• Family concerns
• Relapse risk.

Honest communication helps the care team respond appropriately.

FAMILY & GUARDIAN RESPONSIBILITIES

Where a family member, parent or guardian is involved in the resident’s care, they are expected to:

Provide Accurate Information

Provide accurate information regarding the resident’s:

• Medical history
• Substance-use history
• Current medicines
• Allergies
• Previous treatment
• Emergency information.

Cooperate With the Recovery Process

Where appropriate, family members should cooperate with:

• Counselling
• Family sessions
• Discharge planning
• Aftercare
• Relapse-prevention planning.

Respect Confidentiality

Family members should respect the resident’s privacy and should not publicly share the resident’s treatment or recovery information without appropriate permission.

Follow Centre Rules

Family members and visitors must comply with:

• Visiting rules
• Communication rules
• Safety procedures
• Prohibited-item policies.

OUR COMMITMENT TO YOU

At Velora Recovery Centre, we aim to create an environment where recovery is based on:

Dignity | Safety | Privacy | Compassion | Professional Care | Responsibility

We are committed to:

• Treating residents respectfully
• Protecting confidentiality
• Maintaining a safe environment
• Supporting recovery
• Taking complaints seriously
• Responding appropriately to emergencies
• Referring residents for higher medical care when required
• Maintaining appropriate professional standards.

ZERO TOLERANCE FOR ABUSE

Velora Recovery Centre maintains a strict position against:

Physical Abuse
Sexual Abuse
Verbal Abuse
Emotional Abuse
Bullying
Harassment
Humiliation
Financial Exploitation
Cruel or Degrading Treatment

If you or someone you know experiences or witnesses serious abuse or an immediate safety threat, please report it to the centre’s designated grievance/safety contact or the appropriate emergency/competent authority.

GRIEVANCE & COMPLAINT

If you have a concern regarding your rights, treatment, safety or the services provided by Velora Recovery Centre, you can contact us.

Patient Grievance Contact

Velora Recovery Centre

Address: ______________________________

Phone: ______________________________

Email: ______________________________

Grievance Officer: ______________________________

All complaints will be handled according to the centre’s grievance procedure and applicable law.

IMPORTANT LEGAL NOTE

This Patient Rights & Responsibilities Policy is intended to communicate the general rights and responsibilities applicable to residents of Velora Recovery Centre.

It does not replace any rights available under applicable Indian law.

Where applicable, resident rights may be governed by the Mental Healthcare Act, 2017, healthcare/clinical-establishment requirements, applicable data-protection laws, and other relevant Central and State laws and regulations. The Mental Healthcare Act specifically provides statutory rights relating to dignity, equality, information, confidentiality, access to medical records, communication, legal aid and complaints.

CONTACT US

VELORA RECOVERY CENTRE

Address: ______________________________

Phone: ______________________________

Email: ______________________________

Website: ______________________________

Emergency Contact: ______________________________

Grievance Contact: ______________________________

Your Recovery. Your Dignity. Your Rights.

Velora Recovery Centre
Supporting Recovery with Care, Respect and Responsibility.