Consumer Control: Protecting Our Clients

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Consumer rights Clients receiving home care services from an agency such as Home Instead Senior Care have the right to be involved in the service planning process including: helping to identify needs, participating in planning the schedule, and to receive services with reasonable accommodation of individual needs and preferences. Clients or their POA are the only ones permitted to make scheduling changes. Prohibitions No CAREGiver, Key Player, or any other individual affiliated with Home Instead Senior Care may assume power of attorney or guardianship over a Client. This means we will not manage or at all be involved with our client's financial matters or medical decisions.

Information to be provided Prior to the start of services, Home Instead Senior Care provides the Client, the Client's legal representative, or other responsible family member an information packet containing the following information:

  1. A listing of the available home care services that will be provided to the client and the identity of the CAREGiver who will provide the services.
  2. The hours when those services will be provided.
  3. Fees and total costs for those services on an hourly or weekly basis. Clients have the right to be fully informed in advance of the cost of non-medical services and receive proper notices of changes or increases.
  4. Who to contact at the Department of Health for information about licensure requirements and compliance information. Clients have the right to obtain a copy of the Home Instead Senior Care state licensure.
  5. The Department's complaint Hot Line and the telephone number of the
    Ombudsman Program located with the local Area Agency on Aging. Clients have the
    right to file grievances without the fear of discrimination or retaliation.
  6. The hiring and competency requirements applicable to CAREGivers. Clients have the right to receive services from CAREGivers who are screened, trained, bonded and insured.
  7. A disclosure addressing the status of the CAREGiver providing services to the client, tax and insurance obligations, and other responsibilities of the client and Home Instead Senior Care.

    Documentation Home Instead Senior Care maintains documentation on file of compliance with these requirements which are available for inspection by the Pennsylvania Department of Health.

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