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A GUIDE TO CLIENT RIGHTS
We at Elder Services of Berkshire County want you to fully understand your rights and responsibilities as our client. We urge you to read this and call us at (413) 499-0524 or (413) 664-6512 with any questions or concerns.
YOU HAVE THE RIGHT:
1. To receive case management without discrimination based on age, disability, gender, race, religion, sexual orientation, or source of payment.
2. To be treated with courtesy and respect and to be assured of respect for your property.
3. To be served by individuals who are competent and properly trained.
4. To be a participant, with Elder Services of Berkshire County staff, in the development and adjustment of your service plan.
5. To be fully informed in writing of
a. your proposed service plan, and the amount of service to be provided.
b. any changes that will be due through the Home Care cost-sharing program.
c. the procedures to follow if you feel that your rights have been violated.
6. To be assured confidential treatment of personal, financial and medical information, you have the right to:
7. To voice grievances regarding case management policies free from reprisal by Elder Services of Berkshire County.
- Inquire about where and how the information is maintained;
- Object to the substance of the information collected and maintained;
- Request that certain information not be released to other organizations;
- Request that certain family members not be contacted.
YOUR APPEAL RIGHTS
APPEALS TO HOME CARE CORPORATION
If you are dissatisfied with the decision of the Home Care Corporation, you can dispute the decision by requesting an Appeal of the decision.
YOUR RIGHTS
You have the right to be heard at a Review meeting.
You have the right at any time to inspect and copy (or photocopy at your own expense) the contents of your file.
You have a right to choose a person to represent you at the review meeting.
You have the right to request that the Review take place over the telephone.
APPEAL PROCESS
A Review is an informal meeting held to resolve a dispute between you and the Home Care Corporation. It is conducted by an impartial committee called the Internal Review Committee. Reviews may be held in person at your Home Care Corporation or by telephone. If it is held in person, you must attend or send a person to represent you. If it is conducted over the telephone, you will be discussing your situation during a telephone call with a representative from the Internal Review Committee.
At the Review meeting, or during the telephone call, you or your representative will have the opportunity to state why you disagree with the decision and to present evidence and/or witnesses on your behalf. You or your representative may also ask questions regarding the information presented by the home Care Corporation. You may also pose questions regarding you appeal to any person speaking on behalf of the Home Care Corporation or to whoever is presenting evidence in favor of the Home Care Corporation’s decision.
If you are unsatisfied with the outcome of the Home Care Corporation’s Review, you have a right to Appeal that decision to the Executive Office of Elder Affairs.
To initiate the Appeal process, please complete the attached form and send it to your Home Care Corporation within fourteen calendar days from receipt of the Notice of Action. If you do not send the Request for Review within fourteen calendar days, you will lose your right to Appeal.
If you wish to withdraw your Request for an Appeal, simply call your Case Manager.
EOEA-APPEALS-4 (10/89)