12VAC5-381-230 — Client rights

What this rule requires your agency to do

• 1Before care is initiated, inform the client orally and in writing of service nature/frequency and purpose, anticipated treatment effects, fee schedule, billing/payment method (including third-party payer coverage and non-covered charges), client charges, cancellation/reduction notice requirements, and refund policies (subsection D).(12VAC5-381-230 — Client rights)
• 2Establish and implement written policies and procedures regarding client rights (subsection A).(12VAC5-381-230 — Client rights)
• 3Review client rights with clients or client designees upon admission and document the review in the client's record (subsection B).(12VAC5-381-230 — Client rights)
• 4Ensure each client is treated with courtesy/respect and privacy, assured confidential treatment of records, and free from mental/physical abuse, neglect, and property exploitation (subsection C 1–3).(12VAC5-381-230 — Client rights)
• 5Ensure each client may participate in planning their home care, including the right to refuse services, and is served by properly trained and competent staff (subsection C 4–5).(12VAC5-381-230 — Client rights)
• 6Advise each client orally and in writing of any changes in fees for which the client is responsible, no later than 30 calendar days from when the organization became aware of the change, and give at least five days' written notice before terminating services (subsection C 8, C 10).(12VAC5-381-230 — Client rights)
• 7Ensure each client may voice grievances and complaints without fear of reprisal (subsection C 6).(12VAC5-381-230 — Client rights)
• 8Advise each client, before care is initiated, of the extent of expected payment from federal/state programs and from the client, and provide advance-directive information prior to start of services (subsection C 7, C 9).(12VAC5-381-230 — Client rights)