As you are served by Hospice & Community Care, you and your family have the right to:

• Receive effective pain management and symptom control by a team of professionals with services tailored to you and your family’s unique needs.
• Receive effective communication and right to privacy.
• Confidentiality of your personal, financial, social and health information.
• Receive information about the scope of services we provide and any limitations to those services.
• Receive services without regard of race, religion, color, national origin, ancestry, age, disability, gender or gender identity, sexual orientation, marital status, veteran status, medical condition, financial status or resources, or any other legally protected characteristic.
• Respect for your cultural and personal values, beliefs and preferences.
• Accommodation of your religious and other spiritual beliefs.
• Be involved in all decisions regarding your care, treatment or services and to have your personal wishes regarding those treatments or services honored, if possible.
• Be informed about your health status, treatment and services consistent with your end of life wishes.
• Refuse services and be advised of the consequences of this refusal.
• Be free from mistreatment, neglect, verbal, mental, sexual and physical abuse and be treated with respect and dignity for your person, family, caregivers and property.
• Be informed of any fees or charges in advance of services for which you may be liable.
• Access, request amendment to and obtain information on disclosures of your health information, in accordance with law and regulation.
• Voice grievances concerning your care or treatment or lack of respect for property by anyone providing your care without being subject to discrimination or reprisal and have complaints investigated.

As you are served by Hospice & Community Care, you have the responsibility to:

• Actively participate in the delivery of care you have elected to receive by sharing expectations, asking questions, and following policies and procedures.
• Remain under a doctor’s care.
• Provide accurate and complete health information to the best of your knowledge.
• Notify us of significant changes in your condition (pain, need for emergency care).
• Notify Hospice & Community Care in advance of any treatment, testing or medications not provided or arranged by us.
• Treat hospice staff and property with consideration and respect.
• Provide a safe and cooperative environment in which care can be provided. In the event that conduct threatens patient or staff safety or welfare, hospice services may be terminated.
• Meet any financial obligation agreed to with Hospice & Community Care.

How to register a Complaint:

• If you have a concern or complaint about care, treatment or services, we want to hear from you!
• We encourage you to talk about your concern with our staff as soon as that concern arises.
• Those with concerns or complaints have the opportunity to discuss them without coercion, discrimination, reprisal or unreasonable interruption in service.
• Call Hospice & Community Care to discuss your concern:
  Call the toll-free 24 hour number, any time
  717-295-3900 weekdays 8:00 a.m. – 5:00 p.m.
• You may request a visit from a supervisor to discuss your concerns in person.
• If after speaking with staff your concern is not resolved, call 717-295-3900 to speak to our Director of Compliance who will work with you and your family to seek a satisfactory resolution.
• We will always attempt to resolve reported problems quickly.
• If your concern is not resolved contact:
  PA Department of Health, Home Health Hotline
  800-254-5164
  or
  Medicare Hotline
  866-815-5440
  or
  Livanta (Quality Improvement Organization for Medicare)
  1-888-396-4646
  TTY 1-888-985-2660
  or
  The Joint Commission Complaint Hotline:
  630-792-5636
  or

online @ www.jointcommission.org/GeneralPublic/Complaint
(For unresolved patient safety or quality of care concerns)
OR
Individual Benefit Plan Hotline (often found on the insurance card)

 

To view the Patient Bill of Rights & Responsibilities in Spanish, click here.