Customer Rights-Responsibilities

Spanish    |     Print To PDF

Customer Rights:

  • Be given timely, appropriate and quality professional home care services without discrimination.
  • Be provided with proper products and services as ordered by a qualified health care professional.
  • Receive products in proper operating condition according to the manufacturer’s specifications.
  • Receive fair treatment.
  • Request a detailed explanation of your bill for products and services.
  • Be communicated with in a way that you can reasonably understand.
  • Refuse equipment, products or services, accepting full responsibility for that refusal.
  • Choose your provider of home care services.
  • Be assured of confidentiality, to review your records, and to approve or refuse the release of records.
  • Have competent and qualified people carry out the services for which they are responsible.
  • Voice your grievances and recommend changes without fear of reprisal.
  • Report concerns about patient safety without fear of reprisal.
  • Be given reasonable notice of discontinuation of service and information on optional available providers.

Customer Responsibilities:

  • Dial 911 whenever a life-threatening medical emergency arises.
  • Provide complete and accurate information regarding your medical history and billing information.
  • Comply with your physician’s orders and plan of care.
  • Use and care for the equipment provided and not allow use by anyone other than the authorized patient or care providers.
  • Contact us about any equipment malfunction or defect, and allow our staff opportunity to correct the problem.
  • Advise us of any changes in your status, including address, medical condition, and billing information.
  • Assume payment responsibility for services not covered by your insurance carrier, except when not allowed by law.
  • Maintain a safe home environment for the proper utilization of equipment.
  • To report to us any concerns about patient safety or occurrences of patient falls.
  • Pay for the replacement costs of any equipment damaged, destroyed, or lost due to misuse, abuse or neglect.