Corporate Headquarters

1985 Marcus Avenue, Ste. 202

Lake Success, NY 11042

customercare@pthomecare.com

​​Tel: 888-275-4147

 

Client Bill of Rights and Responsibilities

Personal Touch Home Care has adopted a Client Bill of Rights to assure clients that they will receive the highest quality medical, social and support services.  The Client Bill of Rights is used as a guideline for conducting business and providing care.  As a home care provider, PT Home Services has an obligation to protect and promote the rights of Clients.

 

 

The client has the right to exercise his or her rights, which include the right:

 

 

  • To have his or her property treated with respect

  • To voice grievances regarding treatment or care that is (or fails to be) furnished, or regarding the lack of respect for property by anyone who is furnishing services on behalf of the home agency and must not be subjected to discrimination or reprisal for doing so.

  • To receive an investigation by the organization of complaints made by the client of the client's family or guardian regarding treatment or care that is (or fails to be) furnished or regarding the lack of respect for the patient's property by anyone furnishing services on behalf of the organization and the organization must document the existence of the complaint and resolution of the complaint.

  • To be fully informed in advance about care to be furnished and any changes in the care to be furnished.

  • To be advised in advance of the disciplines that will furnish care and the frequency of visits proposed to be furnished.

  • To appropriate and professional care, ordered by a physician and to be fully informed, in advance, about the care provided and any changes to the proposed plan of care.  We encourage clients to participate in developing the plan of care that meets their inherent needs.  Clients may participate in developing changes in the care plan prior to those changes being initiated and evaluation of services provided.

  • To receive the agency's policy regarding advance directives prior to or at the time of the first home visit, as long as the information is furnished before care is provided.

  • To confidentiality of his/her clinical records maintained by the organization.

  • To be advised or the organization's policies and procedures regarding accessing and/or disclosures of clinical records.

  • To be informed orally and in writing and before care is initiated of the organization's billing policies and payment procedures and the extent to which:

(a) Payment may be expected from Medicaid or any other federally funded or aided program known to the organization.

(b) Charges for services that will be covered by Medicaid.

(c) Charges for services that will not be covered by Medicaid.

  • To be informed orally and in writing of any changes in payment information as soon as possible, but no later than 30 days from the date that the organization becomes aware of the change.

  • To be fully informed and to receive written information regarding their rights, responsibilities and the agency's Notice of Privacy Practices before care is begun.  The client's family or guardian may exercise those rights when the client has been judged unable to do so.

  • To receive information in a manner that you can understand and have access to interpreters as indicated and necessary to ensure accurate communication.  Assistive and communication aids will be provided to persons with impaired hearing, vision, speech or manual skills at no additional charge.

 

Client Rights Statement

 

  • To have communication needs met.

  • To be informed about organization ownership and control.

  • To receive services without regard to race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle.

  • To receive and access services consistently and in a timely manner in accordance with the agency's operational policies.

 

And the right:

 

To education, instructions and requirements for continuing care when the services of the agency are discontinued.

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 receive disclosure information regarding any beneficial relationships the organization has that may result in profit for the referring organization.

To be referred to another provider if the organization is unable to meet the client's needs or if the client is not satisfied with the care they are receiving.

To refuse treatment and be informed of the potential results and risks.

Not to receive and experimental treatment without the client's specific agreement and full understanding of information explained.

To be free of mental, physical abuses, neglect or exploitation of any kind from any agency employee, volunteer or contractor.

To be treated with dignity and respect and have your property treated with respect.

To be informed of discharge from the agency prior to the planned discharge date of if Medicaid/insurance criteria are no longer met.

To information regarding the organization's liability insurance upon request.

To have family or personal representative exercise the patient's rights when a patient is incompetent or a minor.

To complain to us and to the Secretary of Health and Human Services if you believe your privacy rights have been violated.

To call the state's toll-free home health hotline at 1-800-458-9858 for any unresolved complaints or concerns regarding care or the implementation of advance directive requirements.  Its hours of operation are Monday through Friday from 7:00 a.m. to 7:00 p.m.  Voicemail is available 24 hours a day, 7 days a week.  If voicemail answers, leave a message and your call will be returned on or before the next work day.  You may also send your complaints to the Department of Aging and Disability Services, Consumer Rights and Services, Mail Code E-249, P.O. Box 149030, Austin, TX 78714-9030.  Complaints may be mailed to the Texas Consumer Rights and Service Unit (CRS) at: CRSComplaints@dads.state.tx.us.

 

Client Responsibilities

 

The Client has the responsibility

 

  • To treat all the home health personnel with courtesy and respect.

  • To provide a safe environment for yourself and the home health staff.

  • To participate in the development and implementation of the plan of care with agency personnel and your physician.

  • To provide current, accurate information regarding your health care needs, including problems, changes and medications.

  • To discuss pain, pain relief options and your questions, worries and concerns about pain medication with staff or appropriate medical personnel.

  • To keep regular doctor appointments, and as required based on medical condition, assure that the plan of care is current and effective.

  • To inform the agency on a timely basis of any dissatisfaction or questions about services.

  • To be home and available at the time of schedule home visits, and inform the agency if a visit needs to be rescheduled.

  • To provide the agency with essential reimbursement information and written consent for release of information crucial to the provision of services.

  • To inform the agency of all financial resources available for payment of home care services.