Home Care Patient Rights and Responsibilities

UnityPoint at Home Patient Rights

All patients (and any legal representative) will be informed of their rights and responsibilities, in a language and manner the individual understands, in advance of furnishing care to the patient. If/when a patient has been adjudged incompetent or unable to make health care decisions, the applicable family member, guardian or legal representative may exercise these rights. Rights may be exercised and grievances may be voiced without fear of reprisal or discrimination.

As a patient of UnityPoint at Home, you have the right to: 

  • Receive written notice of your rights and responsibilities. 
  • Be informed of the right to access auxiliary aids and language services at no cost.
  • Have you and your property treated with respect, consideration, and recognition of patient dignity and individuality by agency personnel without regard to race, color, creed, ethnicity, culture, language, religion, age, sexual orientation, sex/gender, gender identity and/or expression, national origin, physical or mental disability, socioeconomic status, diagnosis, source of payment for care, marital or parental status, veteran’s status, or any other protected class, or decision regarding advance  directives.
  • Be free from verbal, mental, sexual, physical or psychological abuse, including injuries of unknown source, neglect, mistreatment and misappropriation of property.
  • Receive applicable agency, state hot line, and accreditation contact information (e.g., name, phone number, address, hours of operation, as required) in order to receive complaints or ask questions and information on the agency’s process for investigating and resolving complaints.
  • Make complaints to the agency regarding treatment of care that is (or fails to be) furnished, and the lack of respect for property and/or person by anyone who is furnishing services on behalf of the agency. 
  • Be able to identify visiting personnel members through agency generated photo identification.
  • Be informed of any financial benefits when referred to an agency.
  • Receive information about services covered under home health, hospice or other applicable benefit, the scope of services the agency will provide and any specific limitations on those services prior to receiving care/service.
  • Be provided written information concerning policies and rights under state law on Advance Directives, right to refuse care, and consequences of refusing care, prior to care being provided and have health care providers comply with advance directives in accordance with state law requirements. * Advance Directive information is not provided for home medical equipment services.
  • Be provided, as applicable, information about the agency’s policies and procedures for resuscitation, medical emergencies and accessing 911 services (EMS). 
  • Be admitted for service only if the agency has the ability to provide safe, professional care at the level of intensity needed and for reasonable continuity of care. 
  • Choose a health care provider, including choosing an attending physician, and receive appropriate care without discrimination in accordance with physician orders. 
  • Participate in, be informed about, and consent or refuse care in advance of and during treatment, where appropriate, with respect to: completion of assessments; the care to be furnished, based on the comprehensive assessment; establishing and revising the plan of care; the disciplines that will furnish the care; the frequency of visits; expected outcomes of care, including patient-identified goals, and anticipated barriers, risks and benefits; any factors that could impact treatment effectiveness; and any changes in the care to be furnished. 
  • Receive all services outlined in the plan of care and receive written notice, in advance of a specific service being furnished, if the agency believes the service may be non-covered care; or in advance of the agency reducing or terminating on-going care. 
  • Be informed verbally and in writing of the extent to which payment for services may be expected from Medicare/Medicaid or any other payor sources, the charges for services not covered by Medicare/Medicaid or any other payor sources, and any personal responsibility for payment. Any changes to this information must be provided as soon as possible, in advance of the next visit if you are under the home health benefit or within 30 days if under the hospice benefit or receiving infusion therapy/pharmacy or specialty pharmacy services. 
  • Confidentiality of all medical, financial and other information related to your care. The agency will provide access to or release patient information and medical/financial records as permitted by regulation and/or as outlined in the Notice of Privacy Practices. 

Additional Rights

Additional Rights for Home Health Benefit Patients
  • Receive information on the agency’s transfer and discharge policies.
  • Receive an OASIS privacy notice if OASIS data is collected.
  • Receive contact information for Agency on Aging, Center for Independent Living, Protection and Advocacy Agency, Aging and Disability Resource Center, and Quality Improvement Organization.
Additional Rights for Hospice Benefit Patients
  • Recommend changes in policies and procedures, personnel or care/service.
  • Receive effective pain management and symptom control for conditions related to terminal illness(es).
Additional Rights for Specialty Pharmacy Patients
  • The right to know about the philosophy and characteristics of the patient management program.
  • The right to have personal health information shared with the patient management program only in accordance with state and federal law.
  • The right to identify the program’s staff members, including their job title, and to speak with a staff member’s supervisor if requested.
  • The right to speak to a health professional. 
  • The right to receive information about the patient management program. 
  • The right to receive administrative information regarding changes in or termination of the patient management program. 
  • The right to decline participation, revoke consent, or be unenrolled at any point in time by contacting a health care professional at 1-877-804-2713. 

UnityPoint at Home Complaint Process

You have the right to express complaints, suggestions, grievances, or concerns regarding your care or treatment of property without fear of reprisal or discrimination. We encourage you to ask questions or share your concerns with your UnityPoint at Home care provider. If you feel the issue cannot be resolved directly with your UnityPoint at Home care provider, please contact the agency at 515-557-3100 (or refer to contact information provided in your admission book) and ask to speak with the applicable home health, hospice, home medical equipment, infusion therapy/pharmacy, or specialty pharmacy manager, director, administrator, vice president or the agency CEO. You may also submit concerns using UnityPoint Health’s compliance helpline. All reports and their resolution will be documented to help us improve the care we provide and you will be notified of how your report was resolved. If you have questions or complaints about your health care benefits, you can call your health care plan directly.

Additional Contact Information for Complaints and Questions

State Agency

For the Home Health and Hospice benefits, the state maintains a toll-free hotline to receive complaints or questions about your home health agencies within the state including your rights surrounding advance directives. You may contact the applicable State Hotline between the hours of 8 a.m. and 4 p.m., Monday– Friday. After hours an answering machine will take your call. 

  • Iowa: 1-800-383-4920
  • Illinois: 1-800-252-4343
  • Nebraska: 1-800-245-5832
  • South Dakota: 1-800-592-1861
  • Wisconsin: 1-800-642-6552

For Medicare patients, you may also call the Medicare Quality Improvement Organization (QIO)

Iowa and Nebraska:

  • Livanta LLC 1-888-755-5580
  • TTY 1-888-985-9295

Illinois and Wisconsin:

  • Livanta LLC 1-888-524-9900
  • TTY 1-888-985-8775
Accrediting Body
  • ACHC: UnityPoint at Home’s Home Health, Hospice, Infusion Therapy/Pharmacy and Specialty Pharmacy are accredited by the Accreditation Commission for Health Care. If you would like to address a concern with the ACHC, please call the ACHC Hotline at 1-855-937-2242.
  • URAC: In addition to ACHC, UnityPoint at Home’s Specialty Pharmacy is also accredited by the Utilization Review Accreditation Commission (URAC). You may contact the URAC Hotline at 1-202-326-3941 or email at compliance@urac.org for complaints or questions. 
  • CHAP: UnityPoint at Home’s Home Medical Equipment locations are accredited by the Community Health Accreditation Partner (CHAP). CHAP maintains a toll-free hotline to receive complaints or questions by calling 1-800-656-9656. 

UnityPoint at Home Patient Responsibilities

As a patient of UnityPoint at Home, you have the responsibility to:

  • Agree to accept all caregivers without regard to race, color, creed, ethnicity, culture, language, religion, age, sexual orientation, sex/gender, gender identity and/or expression, national origin, physical or mental disability, or any other protected class.
  • Provide the agency with all requested insurance and financial records and contact the agency whenever your insurance information, company, or plan changes. 
  • Remain under an allowable practitioner’s care when required by the program and provide accurate medical and contact information and any changes to the information. 
  • Provide a copy of your advance directives if you have any. 
  • Submit required forms and sign required consents and releases to receive services; including signing for the receipt of the rights and responsibilities and other documents that the agency is required to provide. 
  • Take part in planning and providing your care. 
  • Accept the consequences, including changes in reimbursement eligibility, for any refusal of treatment or choosing not to follow your plan of care. 
  • Notify your physician of adverse reactions to your prescribed treatment regimen. 
  • Notify the agency of any concerns or dissatisfaction with care or if you want to be referred to another agency. 
  • Notify the agency: 
    • When you are unable to keep appointments.
    • When you have a change in address.
    • When you have a change in physician. 
    • When you are hospitalized or when there is a change in healthcare setting.
    • If you acquire an infectious disease.
  • Maintain any equipment provided and notify the agency of equipment or supply problems.

When services are received in your residence:

  • Provide a safe home environment in which your care can be given. This means all people in the home are not being disruptive, abusive or uncooperative and if these behaviors are happening, you must work with agency staff to resolve them.
  • Notify the agency of any safety or other areas of concern in the home, including weapons, illegal drug use by any person, unsecured pets inside or on the premise, potential safety hazards (e.g. needles in the home; people in the home with aggressive, hostile or threatening behavior; infestations or other potential safety concerns in the home or community.)
  • Protect your valuables by storing them carefully in an appropriate manner.
  • Cooperate with your doctor, agency personnel, and other caregivers and to not impede the care being provided, secure and/or remove all pets, weapons, illegal drugs, and other potential staff safety hazards from the area of care, and refrain from illegal drug use during our visit.
  • Treat agency personnel with respect and consideration and notify the agency of anything that could cause you or someone in the home to become agitated, upset or angry and what can be done to prevent or reduce such behaviors.

Additional Specialty Pharmacy responsibilities:

  • The responsibility to notify their treating provider of their participation in the patient management program, if applicable.
  • The responsibility to return pharmacy staff communication in a timely manner as it relates to medication deliveries.