Policies and procedures

HOURS OF OPERATION:

The main building is open from 6:00am to 10:00pm, all clients need to be in their rooms by 10.30pm. Warnings will be issued to any guest who continually sets off the alarm and it is at the discretion of The Diamond Rehab Thailand to have a guest removed.

WEEKLY GROUP SCHEDULE & PRIVATE SESSIONS:

All schedules for the upcoming week will be available in your room each Friday. Kindly ensure that any changes or additions are confirmed with the

THERAPY & LEISURE PACKAGES:

Client will receive an updated status of their therapy and leisure packages once per week in their room. Client is entitled to have three 1-1 sessions per week, two outings per week, as well as 2 massages per week. Extra outings, Spa, 1-1 sessions etc. will be invoiced to your account.

RECOVERY PRINCIPLES:

Please take note that you will be exposed to many different recovery principles and applications during your therapy and we encourage you to select the approach and implementation that will best suit you to ensure a congruent and effective process.

MEDICAL ROOM:

Medical staff are on duty and available 24 hours a day. Should the medical room not be open at any given time and you need medical assistance, kindly inform a member of staff or contact the number on the medical room door of the on-duty medical professional. Final medication rounds for night medication and sleeping tablets will be handed out between 9pm to 10pm. Should you wish to take your evening medication a bit later you are welcome to request this from the medical room. All medications will be handed out by our medical staff in the presence of a The Diamond Rehab member. Clients are not allowed to handle their own medications and must be taken in the medical room.

Medical Room Hours:
Morning: 7am-8am
Midday: 1pm-2pm
Evening: 6pm-7pm
Night: 9pm-10pm

FINANCE & BILLING:

A 50% deposit is due to confirm your booking and the balance is due prior or on arrival. If the client decides to leave treatment within 72 hours after arrival, the client will get a refund of 50% of the balance. Your account is updated weekly for your convenience. Your invoice and an updated statement will be placed in your room once a week. Due to your incidental deposit of USD 500.-, your account will always begin in a credit. Payment is only due should when you exceed your incidental credit. Should you have any queries regarding your bill, kindly make an appointment with a member of the finance team at the admin office.

MEDICAL AID AUTHORISATIONS & CLAIMS:

At The Diamond Rehab we endeavour to ensure that all the needs of our clients are met. We are not contracted directly to any medical aid scheme. We request that our clients process their medical aid claims in their own personal capacity. Therefore, we require that all fees be paid prior to the commencement of your program. We will however assist with a medical aid pre-authorisation and provide you with an invoice and completion letter, which are required to process your claim. Please note that the completion documents will be provided after your treatment with the relevant substance abuse codes attached to ensure that the maximum benefit is made available to you.

It is up to the client to follow up with the medical aid provider to ensure that the funds claimed are reimbursed and any discrepancies are handled in a timely manner; The Diamond is not responsible for this process.

ROOM SERVICE:

Please note that we do offer breakfast room service. Kindly complete the room service booklet at the administration office.

EXCURSIONS & WEEKENDS:

During your recovery process Saturdays & Sundays have been set aside to allow you to reconnect with your loved ones or enjoy the beauty of The Diamond Rehab area. Visiting hours are from 9am to 6pm.

This is your leisure time and should you need help booking excursions for you and your family please request this thru a special request form. All requests must be submitted 48hrs prior to the date of the excursion.

SPA:

The Diamond Rehab has a Spa Therapist available, offering a unique beauty experience focused on individual needs from head to toe. All treatments will be done in the privacy of our on-site spa.

GYM:

Clients are welcome to make use of our on-site Gym facility, sweat towels are available in the gym. Available times: 6:00am – 9:00pm.

SHOPPING TRIPS:

The Diamond Rehab does not facilitate clients personal shopping.

Should you need any clothing item, kindly order it from an online supplier and notify administration of the delivery date. Please be aware that your purchases will be opened and screened by an assigned member of staff in your presence.

SPECIAL REQUESTS:

Please ensure that you complete a special request form found at the administration office and hand it in during client morning meetings. Please note that your request will need to be submitted at least 24 – 48 hours in advance as the team will need to discuss before feedback is given. We request your patience and understanding in this regard.

WI-Fl:

We offer fiber optic WIFI throughout the whole property 24/7. We ask our clients to not use their phones during group sessions and individual sessions.

SMOKING:

All our rooms are non-smoking rooms. You are welcome to smoke on your room patio. Outside the building you will find smoking areas on every floor.

DIAMOND BAR:

The Diamond Bar is available at your convenience, please note that all items purchased are invoiced to your account and must be settled on a weekly basis. The Diamond Bar will be open before and after meal times starting at 7am, closing by 9pm. Kindly note that the Diamond Bar will be closed during group times which include closure and support groups that takes place after dinner.

TOILETRIES & STATIONERY:

Toiletries and stationery items are for sale at the Diamond Bar, kindly see the item and price list available in the Diamond bar. Female Hygiene products are available from the medical room and if needed will be charged to your account.

Should you require any special toiletry item, kindly order it through the medical room. When delivery takes place, you will be required to collect your purchase from the administration.

MEAL TIMES:

Meals are served in our living room in the main building at the following times:

Breakfast: 7.30am – 8:30am
Lunch: I:00pm – 2:00pm
Dinner: 6:30pm – 7:30pm

Please make arrangements with the waitering staff if you feel that you may miss a meal so that they can set a plate aside for you. We ask for your consideration in following the meal schedule as the kitchen must have a cut off time to clean and prepare for your next meal. Clients are welcome to ask for an extra serving at meal times, at no additional charge and according to the daily menu. Clients will be asked to already order lunch and dinner for the next day, so our cooks can prepare and buy fresh products.

VISITOR MEALS:

Clients of The Diamond Rehab must give a minimum of 48hrs notice of any guest they may expect for meals and it is at the discretion of The Diamond Rehab management to approve. Visitor meals are only allowed over the weekend.

VISITOR MEALS:

Clients of The Diamond Rehab must give a minimum of 48hrs notice of any guest they may expect for meals and it is at the discretion of The Diamond Rehab management to approve. Visitor meals are only allowed over the weekend.

KEYS:

You have been supplied with a key labelled with your room number. Please ensure that you lock your room when not there and turn your air-conditioning off. Kindly note that all keys need to be removed from the doors in the evenings in case of emergency or for general night checks.

TV:

Every room is equipped with a TV and linked to a select bouquet of channels. If you have any problems with viewing please report this and we will gladly come to your room to assist.

PETS:

Pets remain the responsibility of the owner and The Diamond Rehab is not responsible nor liable for guest pets, their injuries or even death. You must ensure that your pet does not disturb other clients and socialises well with others. Kindly contact the admissions staff member should you require assistance. All guests will need to sign our pet polices & procedures before you check into The Diamond Rehab.

FIRE:

Fire extinguishers are located in each room. In case of a fire please evacuate your room and go to the security gate area; the emergency assembly point. Please familiarise yourself with the location.

WATER:

We have water dispensers throughout the property to fill your bottles. You cannot drink water out of a tap.

SEPTIC TANK:

Please do not throw any toilet paper or female hygiene products down the toilets as we run on a septic tank system.

HOUSEKEEPING:

Our housekeeping staff will come in each day to clean your room. Housekeepers have a schedule for cleaning the rooms, should they not be allowed in your room, please note that your room may not be cleaned that day. The Diamond Rehab is not responsible for lost, damaged, or stolen personal items. All private rooms are equipped with in-room safes.

TURN DOWN SERVICE:

A complimentary turn down service will be done each evening in all private rooms during dinner, please ensure that your key is not left in the door.

LAUNDRY:

Should you have laundry that needs to be done, kindly place all items in the basket provided in your room. To ensure no clothes get lost in the wash please complete the laundry slips provided. Housekeeping will not take away laundry should the filled in slip not accompany your laundry.

We will endeavour to have your laundry back on the same day or the next. Please bear in mind that we separate colours. Kindly note that laundry will be done twice per week.

Hand washing or items that need to be dry cleaned must be specified and placed in the laundry bag labelled “Hand Wash”.

LAUNDRY DISCLAIMER:

While every care is taken with goods entrusted to us and only the best and most advanced cleaning processes are used, all goods are received at owners’ own risk, as certain defects in material become noticeable only during the cleaning or drying process.

We do not accept liability for loss or damage by fire, theft, burglary, stretching, shrinking or staining and non removal of stains. All articles are accepted on the basis of it being used and of second-hand value. Compensation shall not exceed 3 times the cleaning charge. No complaints will be considered unless logged in writing within 24 hours.

LINEN / TOWELS:

Linen and towels will be changed twice per week by housekeeping. On change of linen day, we request to have the sheets by 8am latest. If the housekeepers are not allowed to enter your room by that time the linen will only be changed on the next linen run. Should you want your towels changed before the set date, kindly place them on the floor.

A pool towel is provided as a courtesy and placed at your private pool and the community pool area.

POWER FAILURE:

In the event of a power failure, there is a torch in the cupboard. We have a generator which will power the entire property in the event of a power failure or load shedding and will be started within minutes of the failure.

SECURITY:

The Diamond Rehab property is under video surveillance and patrolled by guards 24 hours a day. There is a panic button located in each room, close to the main door. In the event of an emergency or medical emergency, please press the button and medical staff and the security staff will assist speedily.

Please note that the outside lights will come on automatically in the evening or be switched on by the security guards.

DEPARTURE:

Check out time from your room is scheduled for 10am. At that time management will process your discharge paperwork. Any outstanding invoices must be paid in full 24 hours prior to departure.

Kindly ensure that your bags are packed and ready by 10am for our staff to take your bags to reception. In addition, a room inventory search will be conducted to assure that no private property has been removed or damaged, if so, the guest will be billed accordingly.

A medical check up is to be done the evening prior to your departure in order to undergo a medical discharge. Kindly report to the medical room.

GRATUITY:

We are happy for you to leave a monetary token of your appreciation to our grounds, housekeeping, waiting & kitchen staff if you feel you have received exceptional service. This may be arranged with the finance department a day before your departure and will distribute to relevant staff. Please do not give The Diamond Rehab staff monies or tokens personally as we have a strict disclosure procedure.

COMPLIMENTS & COMPLAINTS:

A suggestion box can be found at the Diamond Bar, kindly make use of this for any compliment or complaint. Alternatively, please feel free to direct any grievances to [email protected] for the attention of the Directors.

LETTER OF INDEMNITY

(Full name of guest……..), hereby declare that I am an adult who is not under curatorship, of sound and sober mind and that I am able to comprehend the contents hereof.

In this Indemnity “The Diamond Rehab” shall mean The Diamond Rehab, its owners, managers, medical staff, cleaning staff and all other staff in the employ of The Diamond Rehab, on a permanent or periodic basis.

I confirm that I voluntarily enrol with The Diamond Rehab, for treatment as stipulated by them. I confirm that I will submit to the program, treatment and instructions as implemented by The Diamond Rehab, its employees, representatives and Professional service providers.

I hereby, on my behalf and on behalf of my dependents, minor children, heirs, executors, administrators, trustees or successors and assigns, agree to indemnify The Diamond Rehab and hold the Company harmless from any liability against any claim of whatsoever nature for any loss or damage to my property, whether accidental or due to negligence (including gross negligence). Furthermore, should my taking part in any program result in my death, whether accidental or due to negligence (including gross negligence) I hereby indemnify The Diamond Rehab for any and all claims that may be instituted by my dependents, minor children, heirs, executors, administrators, trustees or successors and assigns.

I confirm that this Indemnity includes but is not limited to the following:

• Medical treatment, including the provision of prescription medicine.
• The use of all Facilities at The Diamond Rehab, including outdoor-activities.
• The use of On-site gym facilities.
• Treatments by Practitioners and Health-care providers who are not in the full-time employ of The Diamond Rehab.
• My personal security, including that of my property.
• Off-site excursions of any nature whatsoever.
• Any transport to and from any activity during my time of treatment.

I fully understand and accept that all activities are undertaken at my own risk.

The Diamond Rehab will not be held liable for any affects or consequences resulting from my taking part in any program or activity carried out by the Centre as a result of a pre-existing medical condition, whether known or unknown or whether disclosed or undisclosed to the Centre. In the event I need medical attention or treatment, I undertake to pay any and all costs incurred including transportation costs if I require to be moved to a different facility for treatment.

I hereby waive any right that l, my dependents, minor children, heirs, executors, administrators, trustees or successors and assigns may have to claim compensation of any kind from The Diamond Rehab, its employees, representatives and Professional service providers.

I confirm that The Diamond Rehab may at any time terminate my treatment, which decision shall be in their sole discretion and that I will upon being notified of said termination, vacate the property of The Diamond Rehab immediately, without any right of recourse or refund of money paid to The Diamond Rehab.

I have read, understood and agreed to the contents of the above Indemnity and hereby agree to the above terms thereof.

Disciplinary Code
Offences and the consequences thereof are classified in accordance to severity, with details as follows, kindly note that the examples are not a closed list.

1. Very Serious Offences

• Any use or possession of liquor, narcotics, unauthorized prescription medication or any intoxicating substances whilst in the care of The Diamond Rehab. Or the influencing of another party to partake in such behaviour

• Insulting, abusive, obscene or racial language, communication or behaviour towards fellow guests or staff
• Revealing of confidential information (including media, photos etc.) to unauthorized persons (including social media publications and posts)
• Intentionally endangering of others safety
• Absconding from the property without authorization
• Gross misconduct contrary to The Diamond Rehab’s practices of recovery (i.e. theft, dishonesty)
• A serious breach or continuous breach of the rules and regulations of The Diamond Rehab
• Malicious damage to property
• Sexual harassment
• Engaging in any sexual conduct with fellow guests or staff
• Suicidal tendencies and attempts or threats thereof
• Illegal or unauthorized visitors or visitations whilst in the care of The Diamond Rehab

Guidelines for action steps to be taken:

• Full enquiry with possibility of expulsion.

2. Serious offences

1. Dangerous ‘horseplay’ (i.e. causing injury to self, another and property)
2. Being in possession of dangerous weapons
3. A less serious breach of the rules and regulations of The Diamond Rehab — as signed upon admission
4. Incitement to create opposition
5. Walking around in demarcated areas that are out of bounds
6. Abuse or unauthorized use and possession of The Diamond Rehab property
7. Intentional or reckless interference with health and safety measures or the serious abuse of health and safety equipment
8. Causing of damage due to negligence

Guidelines for action steps to be taken:

3. Minor offences

1. Wastage of domestic, consumables and maintenance equipment
2. Loss of The Diamond Rehab property
3. Disruption to therapeutic programme
4. A minor breach of the rules and regulations of The Diamond Rehab— as signed upon admission

Guidelines for action steps to be taken:

NOTE:

• The Disciplinary Code and Action steps to be taken, as well as the categorization of offences above, are merely guidelines and may in its application differ due to the variation of the merits and circumstances of each individual case.
• You may be expelled for offences that are not given in the examples, or for lesser offences where previous misbehaviour or the circumstances of the case otherwise justify the action.
• If you are expelled after a proper disciplinary process, you must depart the Centre either immediately or at a specified date depending on what the Management considers reasonable in the circumstances.
• In cases where a disciplinary process is contemplated but not yet started, the Management may suspend you from the Centre. This suspension might be for any number of reasons that the Management considers reasonable in the circumstances, for example, to avoid aggravating a difficult situation, or to protect witnesses (of which you may be one). You must then immediately remove yourself from the Centre for this period.
• If you are expelled after a proper disciplinary process, you must depart The Diamond Rehab either immediately or at a specified date depending on what the Management considers reasonable in the circumstances.
• We do not have a duty to give you written notice if we expel or suspend you. Fees will not be refunded for an early departure of any nature.

Fundamental Constitutional Rights

• The right to dignified and humane treatment and care.
• The right to have access to treatment services.
• The right to effective communication in a language and manner that patients/guests understand.
• The right to reasonable expectations in terms of the range of services offered and the quality of care provided.
• The right to locally available services.
• The right to exercise choice and guide treatment through informed consent.
• Freedom from discrimination in terms of inequitable access to treatment.
• The right to privacy and confidentiality.
• The right to appropriate treatment and medication.
• The right to protection from psychological, physical and verbal abuse.
• The right to adequate information about patients’/guests’ clinical and treatment status and the range and options of treatments available.
• The right to prompt assistance, especially in emergency situations.
• The right to safe treatment environments and adequate water, sanitation and waste disposal.
• The rights to protection from life-threatening diseases.
• The right to express opinions and make complaints that will be investigated.