We believe that each customer has the right to:
- Be treated with dignity, courtesy and respect without regard to race, color, creed, sex, age, national or ethnic origin, diagnosis, or source of payment.
- Be fully informed in advance about the services/care to be provided and any modifications to the plan of care, to choose a health care provider, to be informed of any financial benefits when referred to an organization or to be informed of your service/care limitations.
- Receive reasonable coordination and continuity of services from referring agencies for home medical equipment services.
- Receive a timely response from the company when home medical equipment is needed or requested.
- Be fully informed of the company’s policies, procedures, and charges for services and equipment, including eligibility for third party reimbursement and receive an explanation of all requested forms that are to be signed.
- Receive proper identification of name and title from personnel providing services.
- Participate in decisions concerning home medical equipment needs.
- Have all records (except as otherwise provided for by law or third party payor contracts) and all communications, written or oral, between customers and health care providers be treated confidentially.
- Access all health records pertaining to the customer and the right to challenge and have the records corrected for accuracy.
- Express dissatisfaction and suggest changes in any service without coercion, discrimination, reprisal or unreasonable interruption in service.
- Contact the management of company if complaints, problems, and/or concerns are not addressed and corrected to customer’s satisfaction by other company staff. If incident occurs after hours, patient can contact either hospital for the Director’s phone number or can call either store during regular business hours and speak to the Director.
- Contact the HHA (Home Health Agency) hotline to lodge complaints concerning Advance Directives requirements. The State Hotline number is 1-800-392-0210, available 7:00 am to 12:00 Midnight, 7 days a week.
- Contact our Accreditation service ACHC at 1-919-785-1214.
- Be assured that company staff shall honor all rights.
- Be informed of all responsibilities regarding home medical equipment usage and services.
- Refuse all care and/or services, for any reason at any time to the extent permitted by law.
- Receive prompt response if a reasonable interruption of service occurs.
CUSTOMER RESPONSIBILITIES
We believe that each customer has the responsibility to:
- Give accurate and complete health history information.
- Make accurate physical arrangements at home to help allow for safe care.
- Participate in the development of and updating of a plan of care.
- Learn and follow the plan of care.
- Communicate with company staff if you do not understand or cannot follow directions.
- Request further information concerning anything you may not understand.
- Communicate any concerns or problems you may encounter with equipment or services provided to the company.
- Notify your physician and/or healthcare provider of any significant changes in health status or condition.
- Contact the company in advance if a scheduled appointment or home delivery cannot be kept.
- Notify the company when services or equipment is no longer needed.
- Notify the company if equipment or services are no longer medically necessary.
- Only allow the equipment to be used by the person it was intended for. Do not allow others to use your equipment.
- Accept full responsibility for his/her actions if refusing services.
- Notify company if customer is hospitalized or is admitted to a nursing facility.
- Fulfill financial obligations for equipment/services.
- Respect the rights of company personnel that enter the home setting.
