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Acts of Service Home Care LLC respects each client’s dignity, individuality, privacy and personal choices. We explain your rights before services begin and provide assistance so you can understand and exercise them.

 

Your Rights

As a client, you have the right to:

  • Receive respectful, compassionate and culturally sensitive services, with consideration for your person, property and individual needs.

  • Be free from abuse, neglect and exploitation by agency employees, volunteers and contractors.

  • Receive advance information about your services, individualized service plan, expected outcomes, limitations and proposed changes.

  • Participate in planning your services and be consulted before changes occur.

  • Give written informed consent for services and refuse care or services.

  • Understand before services begin the payments expected from you and any other known payment source.

  • Receive confidential treatment of your personal and health records.

  • Receive assistance understanding and exercising your rights.

  • Raise concerns about services provided, services not provided or disrespect for your property without discrimination or retaliation.

  • Contact HHSC directly without first completing the agency’s grievance process.

  • Request a change in caregiver. The agency will discuss available options with you.

 

A legally authorized representative may exercise your rights to the extent permitted by law. Clients age 60 or older also have protections under Texas Human Resources Code Chapter 102.

 

Your Responsibilities

We ask that you:

  • Provide accurate information about your needs, preferences and relevant health conditions.

  • Treat caregivers respectfully and help maintain a safe environment for services.

  • Participate in developing your service plan and tell us when you disagree with, cannot follow or wish to refuse a service.

  • Report changes in your condition, household circumstances or assistance needs.

  • Notify the office of schedule changes as soon as possible.

  • Meet the payment responsibilities described in your written service agreement.

  • Share concerns so we can address them promptly.

These responsibilities do not waive your rights or restrict your ability to refuse services or file a complaint.

 

Questions and Complaints

Contact Chauntevia Nicholson, Administrator, or Nicole Solis, RN, Alternate Administrator:

You may also contact Texas HHSC Complaint and Incident Intake at 1-800-458-9858, or write to P.O. Box 149030, Austin, TX 78714-9030.

See the handbook’s Complaints and Grievances section for investigation deadlines and additional reporting options.

Client's Rights and Responsibilities

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