Client Rights and Responsibilities
As a Home Care provider, we have an obligation to protect your rights and explain these rights to you in a way you can understand before treatment begins or during the initial evaluation visit and on an ongoing basis, as needed. Your family or your guardian may exercise these rights for you in the event that you are not competent or able to exercise them for yourself.
Peoples Home Health is obligated to protect and promote the rights of our client, especially the following:
1. Notice in Writing
Client and their Peoples Home Health providers have the right to be notified in writing of their rights and obligations before treatment begins. A client’s family or guardian may exercise the client’s right when client has been judged incompetent.
2. Dignity and Respect
Client and their Peoples Home Health providers have the right to mutual respect and dignity.
Care providers are prohibited from accepting personal gifts and borrowing from client.
Clients have the right to:
- Have a relationship with Peoples Home Health personnel that are based on honesty and ethical standards of conduct
- Document a response from the agency regarding investigation and resolution of the grievance
- Voice grievances regarding treatment, care or respect for property that is or fails to be furnished by anyone providing services on behalf of the organization without reprisal from doing so
- Have the client’s property treated with respect
- Be advised of the availability, purpose and appropriate use of State, Medicare and CHAP Hotline numbers
- Be free from any mental, physical abuse, exploitation of any kind by the agency staff
- Not receive any experimental treatment without client’s specific agreement and full understanding of information explained
- Receive and access services consistently and in a timely manner in accordance with organizations stated operational policy
- Knowledge of organizational ownership and control
- Services/products and equipment available directly or by contract
- Receive a documented response from the agency regarding investigation and resolution of the grievance
3. Decision Making
Clients have the right:
- To be notified of names and professional qualification of the disciplines that will provide care and the proposed frequency of visits service
- To participate in the plan of care and/or any change in the plan before it is made
- To receive service without regard to race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle
- To refuse treatment and be informed of potential results and/or risks
- To make informed decisions about care and treatment plans and to receiving information in a way that is understandable to the client
- To the agency’s policy on client advanced directives including a description of an individual’s rights under the State law (whether statutory or as recognized by the courts of the State) and how such rights are implemented by the agency
- To have healthcare providers comply with advance directives in accordance with State law requirements
- To receive services without regard to whether or not any advance directive has been executed
- To receive disclosure information regarding any beneficial relationships the organization has that may result in profit for the referring organization
- To participate in the selection of options for alternative levels of care or referral to other organizations, as indicated by the client’s need for continuing care
- To education, instructions and requirements for continuing care when services of the agency are discontinued
- To be notified in advance of treatment options, transfers, when and why care will be discontinued
Clients have the right to:
- Confidentiality of the client’s clinical records and the organization’s policy for accessing and disclosure of clinical records;
- The client must complete a release of information form prior to receiving copies of their medical
- records. A family member or designee must complete a release of information form and provide a
- copy of the power of attorney to receive a copy of the medical records. Please inform your Peoples Home Health Representative.
- Expect Peoples Home Health to release information only as required by law or authorized by the client.
5. Financial Information
Clients have the right to;
- Be informed – before care is initiated – of the extent to which payment may be expected from
- Medicare, or any other payer known to Peoples Home Health
- Be informed of the charges that will not be covered by Medicare or another payer
- Be informed of the charges for which the client is liable
- Billing policies, payment procedures and any changes in the information provided on admission as they occur within 15 days from the date that the organization is made aware of change
- Examine and receive an explanation of all bills for services the client has received regardless of the source of payment
6. Quality of Care
Clients have the right to:
- Receive quality care.
- Be admitted only if Peoples Home Health has the resources to provide the care safely, and at the required level of intensity, as determined by a professional assessment however, Peoples Home Health may admit the client if more appropriate is not available, but only fully informing client of the company’s limitations and the lack of suitable alternative arrangements; instructing the client what to do in case of an emergency;
- Be referred to another provider organization if the organization is unable to meet the client’s needs or if the client is not satisfied with the care they are receiving.
YOU HAVE THE RESPONSIBILITY TO:
1. Clients are responsible for being at home for scheduled visits. If, for any reason, you cannot be at home for the visit, promptly notify Peoples Home Health, so the visit may be rescheduled.
2. Clients or their caregivers are responsible for learning and following the healthcare techniques presented to you, as required, to complete your therapy.
3. Clients are responsible to work with staff to develop a pain management plan, if appropriate.
Clients should know names of PHHC staff providing direct services (nurse, therapist).
4. Clients need to know how to contact their physician and Peoples Home Health at any given time.
5. Clients are to comply with their physician’s instructions. If the physician interrupts or discontinues the therapy unexpectedly, notify Peoples Home Health immediately.
6. Clients or their caregivers are expected to recognize a medical emergency and call the local Emergency number should one occur. Do not wait for Peoples Home Health in case of an emergency.
7. Clients are responsible for promptly notifying Peoples Home Health if admitted or readmitted to the hospital.
8. Clients are responsible for taking care of Peoples Home Health property, such as equipment left in your home; clients are expected to arrange for pick up of these items following discharge.
9. Clients are responsible for contacting Peoples Home Health promptly should a problem occur with any equipment or supplies.
10. Clients are responsible for notifying the Peoples Home Health if there is an unexpected supply shortage.
11. Clients are responsible for following Elementary Home Safety Review (page 31).
12. Clients are responsible for financial obligations to the Agency.
13. Clients are responsible for informing Peoples Home Health if they become enrolled in an HMO, or if their insurance changes.
14. Clients are to allow access to their phone for staff at the start/end of visit for authentications of visits.
1. That the client be under medical supervision as required by the provide agency.
2. That the client supplies accurate and complete health history and information to those providing care.
3. That the client cooperates in giving full and honest information about financial and environmental factors, which may affect health status or impede health care.
4. That the client tells appropriate agency personnel about any changes in health status and make it known if he/she does not understand.
5. That the client cooperates in making adequate physical arrangements in the home to help allow for safe care.
6. That the client be considerate and cooperative with home health personnel.
7. That the client avoids discrimination against healthcare workers because of race, religion, color, sex, age, disability, national or ethnic origin.
8. That they receive payment for services.