WE ARE HERE TO HELP!!! Our Patient Relations Department will identify all issues that may be hindering our patient’s level of comfort and care and eliminate them
PATIENT COMPLAINT PROCEDURE
You or your legal representative(s) are encouraged to contact our Administrator at (281) 376-0800 or Toll Free: (855) 376-0800 to discuss any complaints regarding care that is or fails to be provided or due to a lack of respect for your property. The Administrator will initiate an investigation within 10 days and resolve your complaint within 30 days communicating all the results directly to you.
Please report Elderly Abuse by calling the above number. Adult Protective Services may be contacted to investigate the complaint.
Please report suspected fraud, abuse, criminal activity or unethical personal or business conduct, discrimination or civil rights violations to the above number and wish to remain anonymous.
LANGUAGE ASSISTANCE (FREE OF CHARGE)
Contact our Administrator: (281) 376-0800
Toll Free: (855) 376-0800.
The administrator will arrange a call with someone who speaks the language you choose to communicate your wishes or concerns too.
In advance of furnishing care to the patient or during the initial evaluation visit before the initiation of treatment, the Agency must provide each patient or their legal representative with a written notice of all rules and regulations governing patient conduct, responsibility and rights.
- • STATEMENT OF NONDISCRIMINATION: Our Agency complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex
- • The patient has the right to be informed in advance about the care to be furnished, the plan of care (physician’s orders), and expected outcomes, barriers to treatment and any changes in the care to be furnished. The Agency must ensure that an informed consent form that specifies the type of care and services that may be provided by the Agency during the course of the illness has been obtained for every patient either from the patient or their legal representative. The patient or the legal representative must sign or mark the consent form
- • The patient has the right to participate in the planning of care or treatment and in planning changes in the plan of care
- • The Agency must advise or consult with the patient or legal representative in advance of any changes in the plan of care
- • The patient has the right to refuse care and services
- • The patient has the right to be informed, before care is initiated, of the extent to which payment may be expected from the patient, third party payers and any other source of funding known to the Agency
- • The patient has the right to have assistance in understanding and exercising his rights. The Agency must maintain documentation showing that it has complied with this requirement and that the patient demonstrates understanding of his rights
- • The patient has the right to exercise his or hers rights as a patient of the Agency
- • In the case of a patient that has been adjudged to be incompetent, the rights of the patient are exercised by the person appointed by law to act on the patient’s behalf
- • In the case of a patient who has not been determined to be incompetent, any legal representative may exercise the patient’s rights to the extent permitted by law
- • The patient has the right to have his person and property treated with consideration, respect and full recognition of his individuality and personal needs
- • The patient has the right to confidential treatment of his or her personal and clinical records
- • To notify the Agency of changes in your condition; for example: hospitalization, emergency room visits as well as changes in your medical condition including medication and treatment changes
- • To follow physician orders and inform the Agency when there are changes in your physician’s orders
- • To notify the Agency if the visit schedule needs to be changed and or if you will not be available for the next scheduled visit
- • To notify the Agency of the existence of or any changes in your advance directives including your living will, medical power of attorney, out of hospital do not resuscitate and or mental health directive, if applicable
- • To notify the Agency of any problems with the delivery of service, staff problems or dissatisfaction with the services provided
- • To provide a safe environment for the delivery of services and provision of care
- • To treat Agency personnel with courtesy and respect
- • To know that in the event of a disaster or public emergency, the Agency will make every attempt to visit or telephone you to ensure the proper delivery of care