Rights and Responsibilities
Rights and Responsibilities
OUR
MISSION AND PURPOSE
It is to increase
the comfort, freedom,
and independence of those we serve. Satisfied customers are our highest priority
and as such, we will conduct our business with integrity and the highest
of ethics. Responding to our customer's
needs, we will continue to provide products of the highest quality and keep up with the rapid changes
in technology. Our customer focus will guide our daily
activities and distinguish us from other home medical
equipment providers.
CUSTOMER INFORMATION
Alpine Home Medical provides 24 hour/7 days per week ON-CALL services
for our respiratory clients. If you have an
emergency that cannot wait until normal business hours, an answering
service answers the company's phone after normal
business hours. Please call
(800) 686-7993. Only equipment requiring
emergency maintenance or replacement (i.e., oxygen) will be serviced after hours. Should a life threatening situation arise, it is suggested
that the customer or caregiver dial "911" for professional emergency
services.
CUSTOMER COMPLAINTS
Any customer who feels his/her rights have been denied, who desires further clarification of rights, or who desires
to lodge a complaint or express contentment with any aspect of service
or equipment, including concerns about patient safety and the risk of falls, should contact us through our main telephone number,
without fear of reprisal
by the company or by any of its employees. If the issue cannot be resolved via a telephone call with a customer service representative, the matter will automatically be forwarded to the appropriate corporate manager.
Customers who feel they have been exploited, or taken advantage of have the right to file a complaint
with the Utah Department of Human Services,
Division of Aging and Adult Services
at 120 North 200 West, Room 325, Salt Lake City, UT 84103
(801) 538-3910. You may also
contact the Joint Commission to report concerns about patient safety and
quality of care at (800) 994-6610.
CUSTOMER RIGHTS - YOU HAVE THE RIGHT TO:
- Be given timely, appropriate, and quality professional 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 condition according to the manufacturer's specifications.
- Receive fair treatment.
- 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 records.
- 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.
CUSTOMER RESPONSIBILITIES - IT IS YOUR RESPONSIBILITY:
- Dial "911" whenever a life threatening medical emergency arises.
- Provide complete and accurate information regarding your medical history and billing information.
- Comply with your physician's orders and plan of care.
- Use and care for the equipment provided and not allow use by anyone other than the authorized patient.
- Contact us about any equipment malfunction or 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 when not allowed by law.
- Maintain a safe home environment for the proper utilization of equipment.
- To report to us any concerns about patient safety or occurrences of patient falls.
- Pay for the replacement costs of any equipment damaged, destroyed, or lost due to misuse, abuse, or neglect.
MEDICARE SUPPLIER STANDARDS
Alpine Home Medical, as a Medicare
Provider, abides by and complies
with all Supplier Standards as set forth by CMS (The Center
for Medicare and Medicaid Services). The supplier
standards are available to view here.