As our customer, you are hereby provided this Bill of Rights. You have the right to be notified in writing of your rights and obligations before treatment has begun. The patient’s family or guardian may exercise the patient’s rights when the patient has been judged incompetent. We fulfill our obligation to protect and promote the rights of our patients, including the following:
Customer Rights
As the patient/caregiver, you have the RIGHT to:
- Be treated with dignity and respect.
- Confidentiality of patient records and information pertaining to a patient’s care
- Be presented with information at admission in order to participate in and make decisions concerning your plan of care and treatment.
- Be notified in advance of the types of care, frequency of care, and the clinical specialty providing care and be notified in advance of any change in your plan of care and treatment.
- Be provided equipment and service in a timely manner.
- Receive an itemized explanation of charges.
- Express grievance without fear of reprisal or discrimination.
- Receive respect for the treatment of one’s property.
- Be informed of potential reimbursement for services under Medicare, Medicaid or other third party insurers based on the patient’s condition and insurance eligibility (to the best of the company’s knowledge).
- Be notified of potential financial responsibility for products or services not fully reimbursed by Medicare, Medicaid or other third party insurers (to the best of the company’s knowledge).
- Be notified within 30 working days of any changes in charges for which you may be liable.
- Be admitted for service only if the company can provide safe, professional care at the scope and level of intensity needed; if we are unable to provide services then we will provide alternative resources.
- Purchase inexpensive or routinely purchased durable medical equipment.
- Expect that we will honor the manufacturers warranty for equipment purchased from us.
- Receive essential information in a language or method of communication that you understand.
- Each patient has a right to have his or her cultural, psycho-social, spiritual, and personal values, beliefs and preferences respected.
- To be free from mental, physical, sexual, and verbal abuse, neglect and exploitation.
- Access, request an amendment to, and receive an accounting of disclosures regarding your health information as permitted under applicable law.
Customer Responsibilities
As the patient/caregiver, you are RESPONSIBLE for;
- Notifying the company of change of address, phone number, or insurance status.
- Notifying the company when service or equipment is no longer needed.
- Notifying the company in a timely manner if extra equipment or services will be needed.
- Participating as in the plan of care/treatment.
- Notifying the company of any change in condition, physician orders, or physician.
- Notifying the company of an incident involving equipment.
- Meeting the financial obligations of your health care as promptly as possible.
- Providing accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters pertinent to your health.
- Your actions if you do not follow the plan of care/treatment.
Our Rights
As your provider of choice we have the right to:
- Terminate services to anyone who knowingly furnishes incorrect information to our company to secure durable medical equipment.
- To refuse services to anyone who during direct care is threatening, intoxicated by alcohol, drugs and/or chemical substances and could potentially endanger our staff and patients.
COMPLAINT PROCEDURE
RestorixHealth At-Home Wound Care Supplies provides a process for client’s to lodge an oral, written, or telephone complaint about the products and services provided. RestorixHealth At-Home Wound Care Supplies has a complaint resolution system for identifying, responding to, and resolving complaints in a timely manner. All written, oral, and name of client or caregiver voicing the complaint.
A summary of the complaint, including:
- Date received
- Name of the person receiving the complaint
- A summary of actions taken to resolve the complaint
- If an investigation is not conducted, the name of the person who made that decision, along with the reason for not conducting an investigation
- Signature of supervisor
All employees are trained in how to handle complaints. Copies of all complaints and investigations are kept on-file for at least three years. All complaints are summarized and presented to Executive Management quarterly.
If you have a complaint, please contact us at .
Additionally, you may contact Centers for Medicare and Medicaid Services (CMS) at 1(800) MEDICARE, if needed.
You may also contact our accreditation provider if needed.
Contact Person
Our contact person for all questions, requests or for further information related to the privacy of your health information is:
Summer Bell
Corporate Compliance Officer
3445 North Causeway Boulevard – Suite 600 | Metairie, LA 70002
Phone: 504.835.4919 | Fax: 888.572.9219
EMERGENCY PREPAREDNESS
RestorixHealth At-Home Wound Care Supplies has a comprehensive emergency preparedness plan in case a disaster occurs. Disasters may include fire to our facility, chemical spills in the community, hurricanes, tornadoes and community evacuations. Our primary goal is to continue to service your health care needs. It is your responsibility to contact us regarding any supplies you may require when there is a threat of disaster or inclement weather so that you have enough supplies to sustain you.
If a disaster occurs, follow instructions from the civil authorities in your area. We will utilize every resource available to continue to service you. However, there may be circumstances where we cannot meet your needs due to the scope of the disaster. In that case, you must utilize the resources of you local rescue or medical facility. We will work closely with authorities to ensure your safety.