Policies and procedures

Policies of the STAR Health Centers You Need to Know

Confidentiality

At the STAR Health Centers, we are committed to protecting your privacy and maintaining confidentiality. When we contact you—whether for appointment reminders, test results, or any other reason—we will do so discreetly and only mention your healthcare provider’s office. We will not share any additional information or speak with family members unless you have given us explicit permission.

Waiting Room Etiquette

Our waiting room is designed for your comfort. In the mornings, we provide water, juice, coffee, and tea for your convenience. To ensure a respectful and welcoming environment for all, please:

• Be mindful of other clients’ privacy and personal space.
• Keep cell phone conversations low and brief.
• Refrain from disruptive or rude behavior.
• A computer is available for client use; please limit sessions to 20 minutes to allow
  others access.

Lateness Policy

If you arrive more than 30 minutes late for your appointment, you may not be seen that day, but we will schedule you for the next available appointment. To avoid this, if you are running late, please call:

STAR-Downstate Patients call 718-270-3745
STAR-Brookdale Patients call 718-240-8233

Grounds for Discharge from STAR

At STAR, we treat all patients with respect and dignity and expect the same in return. Our goal is to provide the highest quality care in a safe and professional environment. If certain behaviors or situations prevent us from delivering care effectively, we may discharge a patient from STAR and help them transition to another provider. Grounds for discharge include:

• Threatening or violent behavior toward staff or other patients.
• Arriving under the influence of alcohol or illegal drugs.
• Bringing weapons of any kind into the clinic.
• Theft from the clinic, staff, or other patients.
• Repeated rude or disruptive behavior.
• Committing insurance fraud.
• Misusing medications prescribed for your care.
• Failing to follow the treatment plan provided by your healthcare provider.
• Receiving primary care from another provider while still enrolled at STAR.
• If STAR is unable to provide the specialized care you require.

Filing a Complaint

If you feel that a STAR Health Center staff member has not treated you appropriately, you have the right to voice your concerns. You may:

• Request to speak with their supervisor.
• If the supervisor is unavailable, ask to speak with the Administrative Director or
  Behavioral Health Director.
• File a complaint with Patient Relations.

All complaints are taken seriously, and you will receive a verbal or written response.

Thank you for choosing STAR Health Centers for your care. We are committed to being your partner in health and helping you get the most from our services.