Customers have a right to:
- Be given timely, appropriate and profession quality home care services without discrimination
- Be provided with proper products and services as ordered by a qualified health care professional
- Receive products in proper operating conditions according to the manufacturer’s specifications
- Receive fair treatment including but not limited to, honoring cultural, spiritual and personal preferences
- Request a detailed explanation of your bill for products and services
- Be communicated with in a way that you can reasonably understand
- Refuse equipment and services, accepting full responsibility for that refusal
- Choose your provider of home care services
- Be assured of confidentiality to review your records and to approve or refuse the release of protected health information
- Have competent and qualified people carry out the services for which they are responsible
- Voice your grievances and recommend changes without fear of reprisal
- Report concerns about patient safety without fear of reprisal
- Be given reasonable notice of discontinuation of service
Customers have the responsibility to:
- Dial ‘911’ whenever a life threatening medical emergency arises
- Provide complete and accurate information regarding your history and billing information
- Comply with your physician’s orders and plan of care
- Use and care for the product/s provided and not allow use by anyone other than patient or designated caregiver educated on providing dressing changes for the patient
- Contact Prism of any product defect and allow our staff to correct the problem
- Advise us of any changes in your status including, address, medical condition and billing information
- Assume payment responsibility for services not covered by your insurance carrier, except where not allowed by law
- Maintain a safe home environment for the proper utilization of product
- Report to Prism any safety concerns and occurrences of patient falls
- Pay for the replacement costs of any product damaged, destroyed or lost due to misuse, abuse or neglect
