Patient Rights and Responsibilities

Our Mission and Purpose

Our mission is to increase the comfort and independence of every individual we serve.

Satisfied customers are our highest priority. We conduct our business with integrity, compassion, and the highest ethical standards. Responding promptly and respectfully to our customers’ needs, we strive to provide medical equipment and services of exceptional quality while staying current with advances in technology and care.

Our unwavering customer focus guides our daily activities and distinguishes Alpine Home Medical as a trusted leader among home medical equipment providers.

Customer Information

Alpine Home Medical is proud to provide 24-hour, 7-day-a-week on-call service for our respiratory clients.

If you experience an equipment emergency outside of normal business hours, please call our after-hours answering service at:

📞 (800) 686-7993

Only equipment requiring urgent maintenance or replacement (such as oxygen equipment) will be serviced after hours.

If a life-threatening emergency occurs, please dial 911 immediately for professional emergency medical services.

Customer Complaints and Feedback

We value every customer’s experience and strive to continuously improve our service.

If you feel your rights have been denied, need clarification of your rights, or wish to express a complaint or share positive feedback regarding any aspect of our service or equipment, please contact us directly—without fear of reprisal or negative consequence.

All concerns, including those related to patient safety, equipment performance, or fall risks, will be taken seriously and promptly addressed.

If the issue cannot be resolved by a customer service representative, it will be automatically referred to the appropriate corporate manager for further review.

You may also contact these external agencies if your concerns are not resolved to your satisfaction:

• Utah Department of Human Services – Division of Aging and Adult Services
  120 North 200 West, Room 325
  Salt Lake City, UT 84103
  📞 (801) 538-3910
• Accreditation Commission for Health Care (ACHC) – for concerns about patient safety or quality of care:
  📞 (855) 937-2242

Your feedback helps us improve. We appreciate the opportunity to serve you better.

Customer Rights

As a customer of Alpine Home Medical, you have the right to:

• Receive timely, appropriate, and high-quality professional home medical services without discrimination.
• Be provided with products and services as prescribed by a qualified healthcare professional.
• Receive products that meet manufacturer and safety specifications and are in proper operating condition.
• Be treated with courtesy, dignity, and respect.
• Request and receive a detailed explanation of charges for products and services.
• Communicate in a way that you can reasonably understand, including accommodations for disabilities or language barriers.
• Refuse equipment or services and accept full responsibility for that decision.
• Choose your home care provider freely.
• Review and maintain confidentiality of your medical records, and approve or refuse the release of information except as required by law.
• Have services provided by competent and qualified personnel.
• Voice grievances and recommend improvements without fear of reprisal or loss of service.
• Report concerns about patient safety at any time without fear of retaliation.
• Receive reasonable notice prior to discontinuation of service.
• Identify company representatives through proper photo identification during service visits.

Customer Responsibilities

As a valued customer, you have the responsibility to:

• Dial 911 immediately in any life-threatening medical emergency.
• Provide complete and accurate information regarding your medical history, physician orders, and billing details.
• Comply with your physician’s orders and the prescribed plan of care.
• Use and care for the equipment provided as instructed and ensure it is used only by the authorized patient.
• Notify Alpine Home Medical of any equipment malfunction or defect and allow staff to make necessary repairs or replacements.
• Inform us promptly of any changes in your address, contact information, medical condition, or insurance coverage.
• Pay for services not covered by your insurance carrier, except where prohibited by law.
• Maintain a safe and clean home environment suitable for the proper operation of equipment.
• Report any safety concerns or occurrences of patient falls to Alpine Home Medical immediately.
• Assume responsibility for costs associated with replacement or repair of any equipment damaged, lost, or destroyed due to misuse, abuse, or neglect.

Medicare Supplier Standards

Alpine Home Medical is an approved Medicare-certified provider and abides by all Supplier Standards set forth by the Centers for Medicare & Medicaid Services (CMS).

These standards ensure quality, accountability, and compliance with federal regulations governing durable medical equipment suppliers.

The complete Supplier Standards are available to HERE.