Client Bill of Rights

HCD provides health care products and supplies to clients in partnership with physicians and other professionals and organizations.

As a client you have a right to…

1. Be involved in ethical issues and conflicts regarding your care or services.
2. Participate in the development and periodic revision of the plan of care, and to be informed in advance of changes to the plan. To inform the organization of health information with regard to the supplies/services.
3. Voice grievances and suggest changes in service or staff without fear or restraint, discrimination, or reprisal. Make complaints to HCD’s Customer Service Department, call toll-free at (800) 565-5644 or write to: “Customer Service Department, Home Care Delivered, 7229 Forest Ave, Suite 201, Richmond, Virginia  23226.”
4. Be free from emotional, psychological, sexual and physical abuse and from exploitation by anyone employed by HCD.
5. Be informed in advance of the charges for services, including payment for care expected from third parties, billing policies, and any charges the client will be expected to pay.
6. Access HCD’s professional services during work hours.
7. Be advised of the availability, purpose, and appropriate use of State, Federal and accrediting body hotline numbers (our Compliance officer can provide you with these numbers).
8. Be notified in advance of transfers, and when and why care will be continued, or discontinued.
9. Know that HCD adheres to the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
10. Cancel HCD services at any time.
11. Choose any provider for your supplies.
12. Self-determination, which encompasses the right to make choices regarding life-sustaining treatment, including resuscitative services. This right of self-determination may be effectuated by an advance directive.

As a client you have the responsibility to…

1. Give accurate and complete health information.
2. Assist in creating and maintaining a safe home environment to which supplies are delivered.
3. Accurately inform your HCD Representative of the quantity of supplies ‘on-hand’ at your home.
4. Request information about anything that is not understood and express concerns regarding services provided.
5. Contact your doctor whenever you notice any change in your condition.
6. Pay in full any portion of the cost of your supplies not covered or paid by your health insurance.

As a home medical supply provider, Home Care Delivered has the right/responsibility to…

1. Provide quality home medical supplies in accordance with the physician orders.
2. Instruct the patients and/or caregivers in the proper use of the supplies.
3. Explain fully and accurately to patients and/or caregivers the client’s rights and obligations regarding the sale and service of medical supplies.
4. Bill Medicaid and/or Medicare on your behalf and bill your supplemental insurance for the deductible and coinsurance not paid by Medicare.