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WestBridge provided a safe, comfortable, supportive environment in the early days
of our son’s sobriety. He said that he felt like he was on vacation. I think he meant
physically, because of the comfortable living quarters and excellent meals, but
mentally he was working very hard.
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Frequently Asked Questions What are the qualifications of your staff?
We have a multi-disciplinary team made up of Physicians, Nurses, Masters level clinicians and Bachelors level counselors. Our program directors and executive staff are all licensed clinicians and provide supervision to the rest of the team. It is part of the WestBridge culture to hire and retain highly-qualified, professional, hard-working people to serve our participants and families. You deserve the best care possible, and our hiring practices reflect that.
Is this care confidential?
Yes, confidentiality is a cornerstone of our treatment. We follow the federal confidentiality laws outlined in 42 CFR, part 2. Releases of information are obtained upon first contact and continually updated throughout treatment. Because we are a private pay organization medical information is not shared with any third parties (insurance companies, government agencies, etc.).
Will you involve us in our family member’s care?
Yes. You know your family member best! It is our belief that the most effective care is that which involves the people who are supportive of a person. We will include you in the service planning process, update you on your family member’s progress, ask for your input during times of crisis, and provide you with as much education as we can to help you understand your family member’s condition and recovery.
Occasionally issues of confidentiality prevent us from sharing certain information; however, we will work continuously to keep lines of communication open by keeping updated releases of information and reinforcing the importance of family involvement with your loved one.
How much time will you be able to devote to my family member’s care?
Each participant and family of WestBridge has individualized needs for care. Some may require several hours per day while others will respond sufficiently to less intensive care. Each care plan, including the number of hours of service to be provided, is tailored to the individual needs of a participant and family. Before services begin, the number of hours of service to be provided will be jointly decided by WestBridge staff, participants, and family members.
How often will you update us on our family member’s condition?
Each family is unique. Part of the service planning process will be deciding how much and how often to communicate with you about your family member. It is central to the WestBridge mission to include families in every participant’s care.
Who do I call in case of an emergency? WestBridge staff members share responsibility for being accessible to participants and families 24 hours per day, 7 days per week. If you experience an emergency during regular business hours you should call the office where your treatment team is located. If you are calling after regular business hours, please call our main number 1.603.634.4446 and follow the voice prompts to forward your call to the on-call clinician. Care managers update each other daily on the status of every participant, so if you call you can feel confident that whoever you speak with is familiar with your situation.
What does the monthly fee cover?
The monthly fee covers the following services:
- Direct clinical services provided by care managers and medical staff.
- Indirect services including case management, phone contacts, transportation and service planning.
- 24 hour telephone access to the care team.
- Routine expenses incurred during the delivery of services (mileage, meals, and phone charges).
- The monthly fee does not cover expenses such as medications, tickets to social, sporting and entertainment events, transportation, lodging and meals for staff who may accompany your family member to an out-of-town events, and other charges incurred that do not meet the definition of covered services listed above.
Do you require a contract for a certain length of time?
No. We do not require anyone to sign a contract for any particular length of time. However, our mission is to support individuals and families over the course of a lifetime. In the event that you wish to end services, we ask that you give us at least four weeks notice so we may help you and your family member make a smooth transition to another provider.
What do we do if we are not satisfied with the care being delivered?
WestBridge strives to be responsive to individual and families needs and perceptions; we encourage open and frank feedback on our service delivery. Please let any of us know if you are dissatisfied at any time so we can discuss ways to address your concerns. We also have a formal grievance process that is outlined in your “Participant Rights.” If you need a copy of these rights you may request one any time from any staff member.
What will happen in inclement weather?
As with most foreseeable challenges, planning is the key to success. Care managers will establish an individualized backup plan in the case of inclement weather, illness, or other emergency. Some components of back up plans may be:
- Pre-arranged telephone counseling sessions.
- Pre-packaged daily dose of medication.
- Having pre-packaged, easy to cook foods on hand.
- Staying in a hotel close to the WestBridge office.
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