At Centura Health at Home, we believe that you are in control of your health and the decisions about your health. We are passionately committed to supporting your decisions. At each of our hospitals, facilities and services, we support a Patient Bill of Rights and Responsibilities. Knowing your rights and role as a patient will help you make better decisions about your health care.

If you feel your rights are being overlooked, all Centura Health at Home entities maintain formal concern, complaint and grievance procedures. These procedures are entailed within the Patient Bill of Rights.

This Bill of Rights and Responsibilities also describes your responsibilities and role as a patient. Patients who choose to disregard their rights and responsibilities agree to accept the consequences which could jeopardize the goal of providing you a superior patient experience and the highest quality of care. A copy of the patient bill of rights and responsibilities is provided upon admission. A copy of the Patient Rights and Responsibilities policy and procedure will also be provided to patients upon their request.

Home Health Consumer Rights

As a consumer of home care and services you are entitled to receive notification of the following rights both orally and in writing.  You have the right to exercise the following rights without retribution or retaliation from agency staff:
1. Receive written information concerning the agency’s policies on advance directives, including a description of applicable state law;

2. Receive information about the care and services to be furnished, the disciplines that will furnish care, the frequency of proposed visits in advance and receive information about any changes in the car and services to be furnished;

3. Receive care and services from the agency without discrimination based upon personal, cultural or ethic preference, disabilities or whether you have formulated an advance directive;

4. Authorize a representative to exercise your rights as a consumer of home care or hospice services;

5. Be informed of the full name, licensure status, staff position and employer of all persons supplying, staffing or supervising the care and services you receive;

6. Be informed and participate in planning care and services and receive care and services from staff who are properly trained and competent to perform their duties;

7. Refuse treatment within the confines of the law and be informed of the consequences of such action;

8. Participate in experimental research only upon your voluntary written consent;

9. Have you and your property to be treated with respect and be free from neglect, financial exploitation, verbal, physical and psychological abuse including humiliation, intimidation or punishment;

10. Be free from involuntary confinement, and from physical or chemical restraints;

11. Be ensured of the confidentiality of all of your records, communications, and personal information and to be informed of the agency’s policies and procedures regarding disclosure of clinical information and records;

12. Express complaints verbally or in writing about services or care that is or is not furnished, or about the lack of respect for your person or property by anyone who is furnishing services on behalf of the agency.

If you believe your rights have been violated you may directly contact:

• Centura Health at Home, 1391 Speer Blvd, Suite 600, Denver, CO  80204   phone:  303-561-5000
• Porter Hospice and St. Anthony Hospice (in-home care), 1391 Speer Blvd, Suite 600, Denver, CO  80204   phone: 303-561-5000
• Porter Hospice Residence, 5020 E. Arapahoe Rd., Centennial, CO  80122  phone: 303-694-3545
• Centura Health at Home (Colorado Springs, Pueblo, Canon City), 7015 Tall Oaks Dr., Colorado Springs, CO  80919  phone: 719-272-7500
• Mercy Home Health & Hospice of Mercy (Durango and Pagosa Springs), 1 Mercado St., Suite 270, Durango, CO  81301  phone: 970-382-2000
• Bristlecone Health Services, 18 School Road, Suite 100, Frisco, CO  80443 phone: 970-668-5604

You may also file a complaint with the Health Facilities and Emergency Medical Services Division of the Colorado Department of Public Health and Environment via mail or telephone:

4300 Cherry Creek Drive South
Denver, CO  80246
303-692-2910 or 1-800-842-8826

Neonatal, Infant, Pediatric and Adolescent Rights
1. Neonates, child and adolescent patients possess the same rights and responsibilities of adult patients. It is, however, the responsibility of the parent/guardian to implement these rights and responsibilities on their behalf.

2. To receive encouragement for the participation and involvement of the parent/family/guardian throughout treatment. It is the responsibility of all Centura Health at Home entities to communicate issues surrounding the care of the patient including, but not limited to: discussion of the perception of the patient’s needs; information concerning condition, treatment and progress; involvement in the treatment, as appropriate; and participation in discharge planning.

3. To be provided a physical and social environment that is conducive to the care and treatment of neonates, children and adolescents. Age appropriate normalizing activities and resources are provided for and encouraged, such as play and recreation. To provide a physical and social environment that allows for normalizing experiences in self care and fulfillment of age appropriate responsibilities. Additional therapy may be provided through the Physical and/or Occupational Therapy departments as appropriate.

4. To receive care in an environment with appropriate security and safety measures

Patient Responsibilities
You have the responsibility to . . .
1. Ask questions and promptly voice concerns.
You, your family and/or surrogate decision-maker (legal representative) are responsible for asking questions when you do not understand what has been told to you about your care or what is expected of you.

2. Give full and accurate information as it relates to your health, including medication.
You, your family and/or surrogate decision-maker (legal representative) have the responsibility to provide, to the best of your knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, advance directives and other matters relating to your health.

3. Report changes in your condition or symptoms, including pain, and request assistance of a member of the health care team.

4. Participate in the planning of your care, including discharge planning.

5. Follow your recommended treatment plan.
You, your family and/or surrogate decision-maker (legal representative) should express concerns regarding ability and willingness to follow the proposed course of treatment. The healthcare providers will make every effort to adapt the treatment plan to your specific needs and limitations. If you refuse treatment or do not follow instructions, you must accept the consequences of your decision. You, your family and/or surrogate decision-maker (legal representative) are responsible for keeping appointments. If you are unable to keep an appointment, then it is also your responsibility to notify the appropriate practitioner and/or facility.

6. Be considerate of staff.
In providing care, healthcare providers have the right to expect behavior on the part of patients, their relatives and friends, which is reasonable and responsible considering the nature of the patient’s illness. Understand and honor financial obligations related to your care, including understanding your own insurance coverage.  For assistance, call 303-561-5000 and ask for the Billing Department.