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Patient Rights & Responsibilities 

 

Patient Rights

  1. Receive considerate, respectful, and non-discriminatory care without regard to race, creed, national origin, sex, age, disability, diagnosis, or religious affiliation.
  2. Be fully informed in advance about the care and services to be provided, including the disciplines involved, frequency of services, and any changes to the plan of care.
  3. Be informed, both orally and in writing, prior to the start of services, of all charges, including those covered by third parties and any charges for which the patient is responsible.
  4. Receive information about the scope of services provided by the organization and any limitations on those services.
  5. Participate in the development and periodic review of the plan of care.
  6. Make informed decisions regarding care and services.
  7. Refuse care or treatment after being informed of the potential consequences of such decisions.
  8. Be informed of their rights under state law to formulate an Advance Directive, where applicable.
  9. Have their person and property treated with respect, consideration, and recognition of dignity and individuality.
  10. Be able to identify visiting personnel members through proper identification.
  11. Be free from mistreatment, neglect, abuse (verbal, mental, sexual, or physical), exploitation, or misappropriation of property.
  12. Voice complaints or grievances regarding care, services, or respect of property without fear of discrimination, reprisal, or interruption of services.
  13. Have complaints investigated and receive timely resolution.
  14. Have confidentiality and privacy of all personal and medical information, including Protected Health Information, maintained in accordance with applicable laws.
  15. Be informed of the organization’s policies and procedures regarding disclosure of clinical records.
  16. Choose a healthcare provider, including an attending physician, when applicable.
  17. Receive appropriate, patient-centered care in accordance with physician orders, when applicable.
  18. Be informed of any financial benefits when referred to another organization.
  19. Be fully informed of their responsibilities.

Patient Responsibilities

Patients receiving services from Neurolutions, a Kandu, Inc. company, are responsible for:

  1. Providing accurate and complete information regarding their health status and medical history.
  2. Following the prescribed plan of care and instructions for the use of medical equipment.
  3. Notifying the organization promptly of any equipment malfunction, damage, or concerns.
  4. Reporting lost or stolen equipment immediately.
  5. Notifying the organization of any changes in address, phone number, or physician.
  6. Notifying the organization if services or equipment are no longer needed.
  7. Maintaining a safe and appropriate environment for the use of equipment.
  8. Meeting financial obligations for services and equipment not covered by insurance, except where prohibited by law.

Complaints Protocol

If you are unhappy with the services provided by Neurolutions, please follow the steps below:

A. Initial Contact

  • Call us at 833-813-4774. We will respond within 5 calendar days.
  • We will investigate the complaint and provide notification of our findings within fourteen (14) calendar days of the initial complaint.

B. If the Complaint Is Not Resolved

  • You may contact our accrediting organization, the Accreditation Commission for Health Care (ACHC), at 855-937-2242 or visit www.achc.org

ACHC is a nationally recognized accrediting organization that provides accreditation for home health, hospice, pharmacy, DMEPOS, and more — backed by expert support and service.

  • If applicable, you may contact your state consumer or health department (for California: 800-952-5210).

Medicare DMEPOS Supplier Standards

The products and/or services provided to you by Neurolutions, Inc. are subject to the supplier standards contained in federal regulations at 42 Code of Federal Regulations (CFR) Section 424.57(c). These standards address business, professional, and operational requirements (such as honoring warranties and hours of operation).

For a complete list of these standards, please visit:

https://www.cms.gov/Medicare/Provider-Enrollment-and-Certification/MedicareProviderSupEnroll/downloads/DMEPOSSupplierStandards.pdf

This information has been provided to you for your awareness and understanding of your rights and responsibilities as a patient of Neurolutions, a Kandu, Inc. company.

Thank you.

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