Patient Bill of Rights

As a client, you have the right to:

• Be treated with dignity and respect.
• The appropriate assessment and management of pain. The right to pain management is respected and supported.
• Have respect for your property, personal privacy and security during home care visits.
• Have a relationship with our staff that is based on honesty and ethical standards of conduct. To have ethical issues addressed, and inform you of any financial benefit we receive if we refer you to another organization, service, individual or other reciprocal relationship.

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• Be free from mental, physical, sexual and verbal abuse, neglect and exploitation.
• Have your communication needs met and to receive information in a manner that you can understand.
• Choose your health care providers and communicate with those providers.
• Be informed about the care that is to be furnished, names and responsibilities of caregivers who are providing and responsible for your care, treatment or services. Information about the planned frequency of services, expected and unexpected outcomes, potential risks or problems and barriers to treatment is provided.
• Be fully informed in advance of care to be provided and of changes in care.
• Be advised in advance of your right to participate in planning your care or treatment and changes in your care or treatment.
• Have family involved in decision making as appropriate concerning your care, treatment and services, when approved by you or your surrogate decision maker and when allowed by law.
• Participate or refuse to participate in research, investigational or experimental studies or clinical trials. Your access to care, treatment and services will not be affected if you refuse or discontinue participation in research.
• Be treated without regard to race, color, religion, sex, age, gender, preference, national origin, handicap or decision regarding advance directives.
• Know in advance of agency payment policies, changes in payment policies, and if you will be responsible for any payment. To receive this information verbally and in writing, before care is initiated and within 30 calendar days of the date the home care provider becomes aware of any changes in charges.
• Have access, upon request, to all bills for services you have received regardless of whether the bills are paid out-of-pocket or by another party.
• Confidentiality of all medical, financial and other information related to your care and to have access to or receive a copy of your clinical record upon written request.
• Refuse filming or recording or revoke consent for filming or recording of care, treatment and services for purposes other than identification, diagnosis or treatment.
• Access, request changes to and receive an accounting of disclosures regarding your own health information as permitted by law. Our Notice of Privacy Practices describes your rights in detail.
• Refuse treatment, be told of the consequences of your actions and be informed about executing an advance directive.
• Have health care providers address your wishes concerning end of life decisions and comply with your advance directives in accordance with state laws.
• Have you and your family taught about your care, illness and treatment required so that you can help yourself, and your family/caregiver can understand and help you.
• Be advised in advance of the ownership or control of the agency.
• Review and recommend changes in the agency's policies and services and voice grievances without fear of coercion, discrimination or reprisal and to expect no unreasonable interruption of care, treatment or services for having done so. Have you or your family's complaints heard, reviewed and if possible resolved concerning care that is or should have been furnished. You, your family and staff have the right to know about the results of such complaints.
• Be advised of the telephone number and hours of the State's Home Care "Hotline," which receives complaints or questions about local home care agencies. The hotline also receives complaints concerning the implementation of advance directive requirements. The hotline number is 1.800.882.6006. The hotline is available from 8:00 a.m. to 5:00 p.m., Monday through Friday (except holidays). If voicemail answers please leave a message and your call will be returned.
• Have your rights and responsibilities re-explained to you and/or your authorized representative in the event there is a change in your level of consciousness.
• Have your family or caregiver exercise your rights when you have been judged incompetent.

As a client, you have the responsibility to:

• Agree to accept all caregivers without regard to race, color, religion, sex, age, gender preference, handicap or national origin.
• Provide complete and accurate information to the best of your knowledge about your present complaints, past illness(es), hospitalizations, pain, medications, allergies and other matters relating to your health.
• Remain under a doctor's care when required by law and/or regulation.
• Provide the agency with all requested insurance and financial records.
• Notify us of insurance changes or if you decide to enroll in a Medicare or private HMO (Health Maintenance Organization) or Hospice.
• Promptly meet your financial obligations and responsibilities agreed upon with the agency.
• Sign required consents and releases.
• Notify us of perceived risks or unexpected changes in your condition (e.g., hospitalization, changes in the plan of care, symptoms to be reported, pain, homebound status or change of physician).
• Participate in your plan of care; follow the plan of care and instructions and accept the consequences for any refusal of treatment or choice of non-compliance, including the outcomes and changes in reimbursement eligibility.
• Ask questions about your care, treatment and service or other instruction when you do not understand what you are expected to do. If you have concerns about your care or cannot comply with the plan, let us know.
• Provide a safe home environment in which your care can be given.
• Protect your valuables by storing them carefully in an appropriate manner.
• Cooperate with our doctor, agency staff and other caregivers.
• Show respect and consideration for agency personnel and equipment.
• Advise the agency of any problems or dissatisfaction with care.
• Notify the agency when unable to keep appointments.
• Notify the agency of the existence of, or any changes in advance directives and to cooperate with the agency in meeting the requirements of an advance directive if one is executed.
• Purchase medication, equipment or supplies required for your care that are not otherwise paid for by your insurance.
• Report pain and discuss pain relief options and your questions, worries and concerns about pain medication with staff or appropriate medical personnel.
• Follow the organization's rules and regulations.