If you are unhappy with the home health or hospice care you are receiving, you should
take the following steps:
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Notify the home care provider's chief supervisor or administrator.
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Notify a state health department or Medicare representative. Visit Medicare.gov for help.
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Notify the Better Business Bureau.
In addition, federal law requires that all people receiving home care services be
informed of their rights as patients. According to the National Association for Home
Care & Hospice, home healthcare patients have the right to:
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Be fully informed of all their rights and responsibilities by the home care agency.
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Choose care providers.
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Receive appropriate and professional care consistent with healthcare provider's orders.
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Receive a timely response from the agency to a request for service.
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Be admitted for service only if the agency has the ability to provide safe, professional
care at the level of intensity needed.
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Receive reasonable continuity of care.
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Receive information needed to give informed consent before the start of any treatment
or procedure.
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Be advised of any change in the plan of care, before the change is made.
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Refuse treatment within the confines of the law. And to be told of the consequences
of their actions.
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Be informed of their rights under state law to prepare advanced directives.
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Have healthcare providers comply with advance directives in accordance with state
law requirements.
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Be informed in a reasonable period of time of anticipated termination of service or
plans for transfer to another agency.
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Be fully informed of agency policies and charges for services. This includes eligibility
for third-party reimbursements.
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Be referred elsewhere, if denied service solely on their inability to pay.
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Voice complaints and suggest changes in service or staff without fear of restraint
or discrimination.
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Receive a fair hearing for any individual to whom any service has been denied, reduced,
or terminated. Or who is otherwise aggrieved by agency action. The fair hearing procedure
shall be set forth by each agency as appropriate to the unique patient situation (for
instance, funding source, level of care, diagnosis).
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Be informed of what to do in the event of an emergency.
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Be made aware of the phone number and hours of operation of the state's home health
hotline. This hotline takes questions and complaints about Medicare-certified and
state-licensed home care agencies.
According to NAHC's affiliate, the Hospice Association of America, hospice patients
have the right to:
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Receive care of the highest quality.
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Have relationships with hospice organizations that are based on ethical standards
of conduct, honesty, dignity, and respect.
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In general, be admitted by a hospice organization only if it is assured that all necessary
services will be provided to promote the physical, psychological, social, and spiritual
well-being of the dying patient. However, an organization with less than the best
resources may admit the patient if a more appropriate hospice organization is not
available. This can happen only after fully informing the client of its limitations
and the lack of suitable alternative arrangements.
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Be notified in writing of their rights and obligations before hospice care begins.
Consistent with state laws, the patient's family or guardian may exercise the patient's
rights when the patient is unable to do so. Hospice organizations have an obligation
to protect and promote the rights of their patients.
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Be notified in writing of the care the hospice organization will furnish, the types
of caregivers who will furnish the care, and how often services will be provided.
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Be advised of any change in the plan of care before the change is made.
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Participate in the planning of the care and in planning changes in the care. Also,
to be advised that they have the right to do so.
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Refuse services and to be advised of the consequences of refusing care.
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Request a change in caregiver without fear of reprisal or discrimination.
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Have confidentiality with regard to information about their health, social, and financial
circumstances. And about what takes place in the home.
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Expect the hospice organization to release information only as consistent with its
internal policy. This is required by law or authorized by the client.
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Be informed of the extent to which payment may be expected from Medicare, Medicaid,
or any other payer known to the hospice organization.
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Be informed of any charges that will not be covered by Medicare. And the charges for
which they may be liable. This information must be received orally and in writing
within 15 working days of the date the hospice organization becomes aware of any changes
in charges.
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Have access, on request, to all bills for service the patient has received regardless
of whether they are paid out-of-pocket or by another party.
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Be informed of the hospice's ownership status and its affiliation with any entities
to whom the patient is referred.
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Be informed of the procedure they can follow to lodge complaints with the hospice
organization about the current care or lack of care, and regarding a lack of respect
for property.
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Know about the disposition of such complaints.
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Voice grievances without fear of discrimination or reprisal for having done so.
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Be told what to do in the case of an emergency.