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Patient Education

CUSTOMER BILL OF RIGHTS

As a patient receiving home care services through Ephrata Medical Equipment, you have the following rights:

1. To select a provider;
2. To expect the provider to offer appropriate identification prior to entering your residence.
3. To receive appropriate services in a professional manner and without discrimination relative to race, color, religious creed, ancestry, age, sex, sexual preference, national origin, handicap, or disability.
4. To be dealt with and treated with courtesy and respect by competent individuals representing EME, and to be free of intentional neglect or abuse.
5. To given the opportunity to actively participate in your own healthcare program.
6. To be provided with adequate, understandable information upon request, relative to consent for the commencement, continuation, transfer or the termination of any service(s).
7. To express any grievances or complaints without fear of discrimination or reprisal.
8. To request and receive complete up-to-date information relative to your condition, treatment, alternative/allied treatments, and risks of treatment.
9. To receive treatment and services within the scope of the health care plan, promptly and professionally, while being fully informed as to company policies, procedures, and charges.
10. To refuse prescribed treatment against medical advice, and receive professional information relative to the ramifications or consequences that will or may result due to such refusal.
11. To request and receive data regarding cost relative to treatment or services rendered.
12. To be assured of privacy and confidentiality, except as otherwise provided by law or third party contractual arrangements.
13. To request and receive the opportunity to examine or review your patient records unless access is specifically restricted by the physician for medical reasons.

CUSTOMER RESPONSIBILITIES

To insure that you receive the best care possible, it is important that you understand your role in your health care program. As a patient, you are responsible for:

1. Providing complete and accurate information concerning your present health, medications, allergies, etc.
2. Informing us of your health history, including any equipment you may have used during recovery from any past illness, injuries, etc.
3. Reviewing all safety handouts you receive from EME and actively participating in maintaining a safe environment in your home.
4. Requesting additional assistance or information on any phase of your health care plan that you do not fully understand.
5. Notifying your attending physician when you feel ill or encounter any unusual symptoms.
6. Notifying EME when you will not be home at the time of a schedule visit or delivery.
7. Notifying EME of any changes of residence or telephone number.
8. Respecting equipment and notifying EME regarding any problem with the equipment or service.
9. Notifying EME if you are hospitalized or if your physician modifies or ceases your home care prescription.
10. Making a conscious effort to comply with all aspects of the home care plan developed for you and cooperating with the personnel providing such care.
11. Paying for all services rendered either through third party payers (your insurance company), or being personally responsible for payment for any services which are not covered by your insurance policies

MEDICARE SUPPLIER STANDARDS

  MEDICARE SUPPLIER STANDARDS Note: This list is an abbreviated version of the application certification standards, that every Medicare DMEPOS supplier must meet in order to obtain and retain their billing privileges. These standards, in their entirety, are listed in 42 C.F.R. pt. 424, sec 424.57(c) and are effective on December 11, 2000.

1. A supplier must comply with all applicable Federal and State licensure and regulatory requirements.
2. A supplier must provide complete and accurate information on the DMEPOS supplier applications. Any changes to this information must be reported to the National Supplier Clearinghouse within 30 days.
3. An authorized individual (one whose signature is binding) must sign the application for billing privileges.
4. A supplier will fill orders from its own inventory, or must contract with other companies for the purchase of items necessary to fill the order. A supplier may not contract with any entity that is currently excluded from the Medicare program, any State health care programs, or from any other Federal procurement or nonprocurement programs.
5. A supplier must advise beneficiaries that they may rent or purchase inexpensive or routinely purchased durable medical equipment, and of the purchase option for capped rental equipment.
6. A supplier must notify beneficiaries of warranty coverage and honors all warranties under applicable State law, and repair or replace, free of charge, on Medicare covered items that are under warranty.
7. A Supplier must maintain a physical facility on an appropriate site.
8. A supplier must permit HCFA, or its agents to conduct on-site inspections to ascertain the supplier's compliance with these standards. The supplier location must be accessible to beneficiaries during reasonable business hours, and must maintain a visible sign and posted hours of operation.
9. A supplier must maintain a primary business telephone listed under the name of the business in a local directory or a toll free number available through directory assistance. The exclusive use of a beeper, answering machine or cell phone is prohibited.
10. A supplier must have comprehensive liability insurance in the amount of at least $300,000 that covers both the supplier's place of business and all customers and employees of the supplier. If the supplier manufactures its own items, this insurance must also cover product liability and completed operations.
11. A supplier must agree not to initiate telephone contact beneficiaries, with a few exceptions allowed. This standard prohibits suppliers from calling beneficiaries in order to solicit new business.
12. A supplier is responsible for delivery and must instruct beneficiaries on use of Medicare covered items, and maintain proof of delivery.
13. A supplier must answer questions and respond to complaints of beneficiaries, and maintain documentation of such contacts.
14. A supplier must maintain and replace at no charge or repair directly, or through a service contract with another company, Medicare covered items rented to beneficiaries.
15. A supplier must accept returns of substandard (less than full quality for a particular item) or unsuitable items (inappropriate for the beneficiary at the time it was fitted and/or sold) from the beneficiary.
16. A supplier discloses these suppliers standards to each beneficiary to whom it supplies a Medicare covered item.
17. A supplier must disclose to the government any person having ownership, financial, or control interest in the supplier.
18. A supplier must not convey or reassign a supplier number; i.e., the supplier may not sell or allow another entity to use its Medicare billing number.
19. A supplier must have a complaint resolution protocol established to address beneficiary complaints that relate to these standards. A record of these complaints must be maintained at the physical facility.
20. Complaint records must include: the name, address, telephone number, and health insurance claim number of the beneficiary, a summary of the complaint, and any actions taken to resolve it.
21. A supplier must agrees to furnish HCFA any information required by the Medicare statute and implementing regulations

SAFETY PROCEDURES

Infection Control in the Home

Controlling infections that can occur in the home is most important in preventing further illness. The following infection control procedures are guidelines for use in the home and may be used in conjunction with other instructions received from your doctor and/or home care professional.

Hand washing should always be done:

• Before and after contact with the patient
• Before handling dressing, tubes, medications, or cleaning the equipment
• After handling items soiled with blood or body fluids
• Before eating
• After handling or caring for pets
• After using the toilet
• After caring for a person with an infection
• After removing gloves

Gloves (latex or vinyl) should be worn:

• Before contact with blood or other body fluids
• Before touching an open wound
• Before handling soiled linen or clothing
• Remove gloves immediately after use and dispose of properly.

Electrical Grounding

Electrical products should be grounded. In the vent of an electrical short circuit, grounding reduces the risk of electrical shock by providing an escape wire for the electrical current. Electrical products with a 3 prong plug must be plugged into an outlet that is properly installed and grounded.

If it is necessary to use an extension cord, use only a 3-wire extension cord that has a 3-blade grounding plug and a 3-slot receptacle that will accept the plug on the product. Replace or repair a damaged cord.

Have any equipment with frayed or cracked cords promptly repaired.
 

OXYGEN IN THE HOME