Training

3. TOPICS
SMR Mission and Code of Ethics
CARF: The Commission for the Accreditation of
Rehabilitation Facilities.
Programs and Services
Customer Service
Information Technology
Corporate Compliance

4. MISSION STATEMENT
The Board of Directors, management and staff of Sundown M
Ranch are dedicated to the treatment of adults and adolescents
afflicted with the disease of chemical dependency and to their
families who have also been harmed by the illness.
Sundown M Ranch is committed to providing treatment of
the highest quality at affordable prices by a well-trained and
deeply caring staff of experienced professionals.
Above all, it is our goal to lead chemically dependent persons
down the road to recovery ... to guide them back to themselves,
their families, and their lives

5. SMR Code of Ethics: Posted Throughout
the Facility
The Board of Directors and staff of Sundown M Ranch subscribe to the following code of ethical standards:
Our primary goal is recovery for the patient and his/her family. To achieve that goal, we are totally committed to the highest quality care to all
individuals coming to this facility.
We agree to maintain at all times an objective, non-possessive, professional relationship with all patients, recognizing when it is in the best
interest of the patient to release him/her or refer him/her to another program, individual or facility.
We agree to adhere to the Federal and State guidelines regarding confidentiality and shall not release any confidential information pertaining
to any patient without the appropriate written/signed releases from the patient authorizing such disclosure.
We agree not to discriminate on the basis of race, creed, sex or sexual orientation against any patient, member of our own professional and/or
administrative staff, or other professionals with whom we may coordinate and cooperate.
It is our responsibility to ensure that marketing materials and statements regarding the services we offer does not misrepresent our service
capability.
Sundown M Ranch does not engage in fee-splitting or any other form of compensation for referrals to our programs.
It is our goal to avoid conflict of interest through open disclosure and discussion of business and professional arrangements that have a
potential for conflict.
We agree to maintain respect for and abide by all internal policies and management procedures of this facility, and will take the initiative
toward improving such policies and procedures when it will better serve the interest of the clinical and administrative staff of the facility and/or
all patients of the facility.
We agree that we have a commitment to assess our own personal strengths, limitations, biases, and effectiveness on a continuing basis,
constantly striving for self-improvement; we agree that each of us has a personal responsibility for our own professional growth through further
education and training and recognize the program’s facilitation of attaining such further education and training.
Finally, each of us has the individual responsibility for our own conduct in all areas.

6. CARF
Commission for Accreditation of Rehabilitation
Facilities
Sundown M Ranch is CARF accredited for 10
programs.
Our next survey will be Spring 2021. Preparation
is ongoing as is conformance to the standards
CARF surveyors may interview you when they
are here to survey.

7. PATIENT RIGHTS: Posted Throughout
the Facility
Patients will be treated in a manner compliant with WAC 388-877 and CARF Standards Manual Section 1.K, taking
reasonable efforts to ensure that each patient:
Is treated in a manner sensitive to individual needs and which promotes dignity and self-respect.
Is protected from invasion of privacy, provided that reasonable searches may be conducted to detect and prevent
contraband from being brought in or possessed on the premises.
Has all clinical and personal information treated confidentially in communications with individuals not directly
associated with the facility.
Has the opportunity to review their own records in the presence of the Administrator or designee and to participate in
their own care and treatment that considers their own medical and/or mental health advanced directives.
Has the opportunity to participate in goal development and the development of their individual treatment plan.
Has the opportunity for counseling contact with a same-gender counselor.
Is fully informed regarding fees to be charged, methods of payment available, and fees for copying records to verify
treatment.
Is provided reasonable opportunity to practice the religion of choice as long as the practice does not infringe on the
rights and treatment of others or the treatment service. Patients have the right to refuse participation in any religious
practice.
Is not denied communication with significant others: (a) in emergency situations; (b) with parents/guardians at pre-
established times, and (c) with an attorney at pre-arranged times.
Is not subjected by facility personnel or other patients to physical abuse, corporal punishment, seclusion or restraint,
or other forms of abuse administered against their will, sexual abuse or sexual harassment, and financial or sexual
exploitation retaliation, humiliation, neglect, racism, or racial harassment; psychological abuse, which includes verbal
abuse.

8. Is provided a copy of counselor disclosure requirements described in RCW 18.19.060.
Is provided with information pertinent to services in sufficient time to facilitate his or her decision making to include
discharge and aftercare planning well in advance of scheduled discharge dates.
Patients are afforded information so as to ensure “informed consent” or refusal or to express their preference
regarding all aspects of their care while at Sundown M Ranch.
Patients are guaranteed adherence to research guidelines and ethics if the person served is involved in research
projects. Patients may refuse to participate in any research project including program evaluation questionnaires and
follow-up studies.
Is provided a copy of the Sundown M Ranch “Patient Grievance Procedures” upon request.
Be free of seclusion and/or restraint.
Refuse to perform facility services unless agreed to by the patient, and is part of the patient’s individual treatment
plan, and is compliant with work statutes.
If your privileges are restricted, you will be informed of the reason and purpose for the restriction and how you may
regain the privileges that were restricted.
Be informed of the Department of Health contact information, including telephone number and mailing address.
Health Systems Quality Assurance
P.O. Box 47857 Olympia, Washington 98504
Telephone number 360-236-4700.
Patients may file a complaint with the Department of Health regarding non-compliance with any of their rights
without interference, discrimination or reprisal. The patient may choose whether or not they wish to notify the facility
of the complaint.
To file a complaint or grievance. If you wish to file a complaint and/or grievance please notify your counselor or a
Clinical Manager.
To be provided with a healthy, safe, clean and comfortable environment.

9. PATIENT AND FAMILY CENTERED
SERVICES
Services at Sundown M Ranch are patient and
family centered. Our services are based on the
individual strengths, needs, abilities, preferences,
hopes, dreams and goals of the persons and families
served.
Our treatment plans and services are developed
with direct input from the person served to help them
engage in the process of recovery.
Family involvement and the utilization of input
from families is a vital part of the treatment and
recovery process for all person served.

10. CUSTOMER SERVICE
The foundation of Sundown M Ranch is
built upon Customer Service. Word of mouth
is our greatest referral source.
Please: Be friendly and courteous—make an
effort to:
Greet
Value
Help
Listen
Accommodate our customers

11. CUSTOMER SERVICE
Competencies:
 Communication
 Sensitivity
 Energy
 Flexibility
 Follow-up
 Job knowledge
 Motivation
 Planning
 Situational
analysis
 Work Ethic
 Collaboration
 Utilize
customers
names
 Be Proactive
Poor Service:
 I do not have time
 The computer is too slow
 The customers are ******
 My Co-Workers are ******
 My Boss is *******
 I don’t need to deal with people who
don’t show me respect
 I can’t get support from other
departments so I can’t do my job
 I’m having a bad day
 People are basically stupid
 I’m just too busy to provide
customer service

12. INFORMATION TECHNOLOGY
IT security is a crucial business practice for SMR
All phones must have (strong) voice mail passwords
All computer accounts must have (strong) passwords
Please utilize the “Help Desk” email for all I.T.
related issues
Please refer to the “Personnel Policies Handbook,
Computer use and access policy”
Computer and phone use is evaluated and
analyzed by the organization on an ongoing
basis.
Internet is for work related use only.

13. INFORMATION TECHNOLOGY
Social Engineering:
What is it?
How do we avoid it?
Emailing:
Never email PHI or reply to an email with PHI.
Any PHI sent via email must be encrypted.
Never put PHI in the subject line.
Never Open attachments from unknown or
questionable sources.
There are internal policies to regularly check your
email. Email should be checked frequently.
Do not save any information to the “C” or local drive
on your computer. Files should always be saved to a
folder on the network “M” drive.
PHI should never leave SMR property via paper
documentation or by electronic device.

14. CORPORATE COMPLIANCE
Purpose:
To ensure all business practices meet the
high level of ethical standards established
by Sundown M Ranch
That all transactions conform with SMR
written policies and procedures, and
Meet Federal and State laws and rules,
and
Conform to other standards, regulations
and contracts

15. CORPORATE COMPLIANCE
Purpose:
To ensure all business practices meet the
high level of ethical standards established
by Sundown M Ranch
That all transactions conform with SMR
written policies and procedures, and
Meet Federal and State laws and rules,
and, conform to other standards,
regulations and contracts
All allegations of corporate waste, fraud,
abuse, theft, misuse or destruction of
company resources are investigated
Any allegations of non compliance should
be reported to the Corporate Compliance
Officer (CCO) without fear of retaliation

16. CORPORATE COMPLIANCE
How the CC program works:
Report suspected violations to the CCO
Mark Loes at ext 424 or
markloes@sundown.org
Corporate Compliance is a proactive
process. The CCO conducts regular
examinations of business practices to
ensure compliance with SMR policies and
procedures
The CCO reports directly to the
Management team and the reports are
documented

17. THANK YOU