CLIENT'S BILL OF RIGHTS

In accordance with the WAC 246-335-075, home care/support agencies shall provide each client and family with a written bill of rights affirming their rights to:

1.         An in-home services licensee at the time of admission must provide each patient or client, or designated family member with a written bill of rights   affirming each individual’s right to: 

1.           a)         A listing of the services offered by the in-home services licensee and those being provided;
2.          b)         The name of the individual supervising the care and the manner in which that individual may be contacted;
3.           c)         A description of the process for submitting and addressing complaints;
4.           d)         Submit complaints without retaliation and to have the complaint addressed by the licensee; 
5.           e)         Be informed of the state complaint hotline number;
6.           f)          A statement advising the patient or client, or designated family member of the right to ongoing participation in the development of the plan of  care;
7.           g)         A statement providing that the patient or client, or designated family member is entitled to information regarding access to the department’s listing of providers and to select any licensee to provide care, subject to                     the individual’s reimbursement mechanism or other relevant contractual obligations;
8.           h)        Be treated with courtesy, respect, privacy, and freedom from abuse and discrimination;
9.           i)          Refuse treatment or services;
10.           j)          Have property treated with respect; 
11.           k)         Privacy of personal information and confidentiality of health records;
12.           l)          Be cared for by properly trained personnel, contractors and volunteers with coordination of services;
13.           m)        A fully itemized billing statement upon request, including the date of each service and the charge. Licensees providing services through a managed care plan are not required to provide itemized billing                                              statements; and
14.           n)        Be informed about advanced directives and the licensee’s responsibility to implement them.
15.         An in-home services licensee must ensure that the rights under this section are implemented and updated as appropriate.

(Statutory Authority: Chapter 70.127 RCW, 02-18-026, SS246-335-075, filed 8/23/02, effective 10/1/02.)

 Client Bill of Rights 

HOTLINE 

HEALTH FACILITIES SURVEY SECTION

State of Washington Survey agencies are required by Federal (Medicare) Regulation to develop a program to receive complaints regarding Home Health patient care problems. A toll-free hotline is a part of this program.

Department of Health survey personnel will receive complaint calls, answer questions, and initiate or refer complaints to the appropriate unit for investigation.