Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights

What this rule requires your agency to do

• 1The provider must allow customers to express grievances and provide prompt responses without retaliation. (89 Ill. Adm. Code 677.100 (redress grievances))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)
• 2The provider must treat customers with respect and deliver services that promote their dignity and individuality. (89 Ill. Adm. Code 677.100 (dignity and individuality))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)
• 3The provider must make fiduciary assistance available to customers in securing their rights, including through the Illinois Department on Aging Home and Community Ombudsman Program. (89 Ill. Adm. Code 677.100 (fiduciary assistance))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)
• 4The provider must protect customers from physical, sexual, mental, and verbal abuse, neglect, and exploitation, and safeguard confidentiality and personal property. (89 Ill. Adm. Code 677.100 (basic safety))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)
• 5The provider must disclose to the customer the costs of services, coverage details, and available community resources within two weeks after starting services. (89 Ill. Adm. Code 677.100 (information))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)
• 6The provider must allow customers to participate in service planning, select their providers, refuse services, and receive advance notice about any proposed changes in care and services. (89 Ill. Adm. Code 677.100 (choice, participation and self-determination))(Ill. Admin. Code tit. 89, Section 677.100 - Home Services Program Customer Bill of Rights)