Client Bill of Rights & Responsibilities

Clients of ASCOSJ have the right to:

• Always receive considerate and respectful care in the home, and have property treated with respect.
• Participate in the development of the plan of care, and receive an explanation of any services proposed, changes in service, and alternative services that may be available.
• Receive complete written information on the plan of care, including the name of the home health aide and the supervisor responsible for the services and the agency phone number.
• Refuse services without fear of reprisal or discrimination.
• Privacy and confidentiality about one’s health, social and financial circumstances and about what takes place in the home.
• Know that all communications and records will be treated confidentially, and that no information will be given out without a written release from the client or family.
• Expect that all home care personnel, within the limits set by the plan of care, will respond in good faith to the client’s requests for assistance in the home.
• Receive information on the agency’s policies and procedures including information on charges, qualifications and supervision of personnel, hours of operation, and discontinuation of service; request a change of caregiver.
• Participate in the plan for discontinuation of service with the right to appeal.
• Have access to all bills for service regardless of whether they are paid for out-of-pocket or through other sources of payment.
• Receive regular nursing supervision of the homemaker-home health aide
• Receive a clear explanation of which services and equipment provided by the agency are covered by third-party reimbursement and which services and equipment will be paid for by the client and of the charges which will be incurred.
• Receive a clear explanation of the process to voice grievances about care, treatment, or discontinuation of service without fear of discrimination or reprisal for doing so.
• Appeal agency decisions regarding care, following grievance procedures.
• Know the agency maintains liability insurance coverage; and be given in writing the name and telephone number of a contact person for 24-hour access to the agency.
• Be given written information concerning the agency’s policy on advance directives.
• Access to an interpreter if needed.
• Choose their provider of services and be informed of that right.

Clients of ASCOSJ have the responsibility to:

• Notify the agency of changes in their condition or care situation (hospitalization, symptoms, etc.).
• Follow the plan of care.
• Notify the agency if the visit schedule needs to be changed.
• Inform the agency of the existence of, and any changes to, advance directives.
• Advise the agency of any problems or dissatisfaction with the service.
• Provide a safe environment for care to be provided.
• Carry out mutually agreed responsibilities.