Client Rights and Responsibilities
As a client of A Plus Home Health Care, the above named client has rights and responsibilities including, but not limited to, those outlined below:

Client’s Rights
The Rights and Responsibilities form shall include, but not be limited to, the client’s right to:

  1. consent to or refuse service.
  2. be cared for by qualified, competent and trained personnel;
  3. receive complete information about his/her health and recommended treatments, as developed jointly with this |Agency;
  4. to have full access to the care record maintained by this Agency;
  5. be treated with courtesy, dignity and respect;
  6. be spoken to or communicated with in a manner or language they can understand;
  7. receive privacy and confidentiality with regard to their health, social, and financial circumstances and what takes place in their homes, in accordance with laws and Agency policies;
  8. speak freely without fear;
  9. be free from involuntary confinement, and from physical or chemical restraints;
  10. be free from any actions that would be interpreted as being abusive. e.g. intimidation, physical/sexual/verbal/mental/emotional/material or financial abuse, etc.;
  11. report all instances of potential abuse, neglect, exploitation, involving any employee of the Agency, to the Elder Abuse Hotline;
  12. be dealt with in a manner that recognizes their individuality and is sensitive to and responds to their needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors;
  13. receive service and be dealt with without regard to race, color, age, sex, sexual orientation, creed, religion, disability and familial/cultural factors;
  14. 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;

2317 Westwood Ave. Suite 100-A
Richmond, Virginia 23230

  1. be informed of procedures for initiating complaints about the delivery of service or resolving conflict, without fear of reprisal or retaliation;
  1. contact the State Ombudsman:

Office of the State Long-Term Care Ombudsman
Virginia Association of Area Agencies on Aging (V4A)
Office of E. Cary Street, Suite 100
Richmond, Virginia 23219
Toll Free: 1(800)552-3402

  1. receive a written notice from the Licensure and Certification Section, Virginia Department of Health when/if it appears that licensing regulations are being violated by the provider. All inquiries should be forwarded to the following address:

Office of Licensure and Certification
Virginia Department of Health
9960 Mayland Drive, Suite 401
Richmond, Virginia 23233
Complaint Hot Line 1(800)955-1819

  1. be informed of the cost of services and procedures for notifying them of any increase in the cost of services;
  2. be informed of the laws, regulations and policies of the Agency including:
    1. Code of Ethics;
    2. Unstable Health Conditions;
    3. Withdrawal/Termination of Services; AND,
    4. others, as required/requested.
  3. be provided with the name, certification and staff position of all persons supplying, staffing or supervising the care and services you receive;
  4. be informed of where ownership lies for any equipment/supplies provided in the provision of services;
  5. have their property treated with respect;
  6. participate in the development of a plan for their care & receive an explanation of any services proposed, changes in service, and alternative services that may be available;
  7. receive written information on the care plan, including the names of Care Aide(s), & Supervisor assigned and the Agency’s phone number, and After hours/on call numbers;
  8. provide input on which Care Aide they want and request a change of Care Aide, if desired;
  9. be briefed on any procedure/treatment before it is carried out in order that they can give informed consent;
  10. receive regular nursing supervision of the Care Aide, if medically-related personal care is needed;
  11. expect that the Agency will only release information about them if they have given authorization and/or if it is a requirement of law;
  12. be given written documentation on the Agency’s Advance Directives Policy;
  13. to die with dignity;
  14. receive notice of any changes in their service, within an agreed upon amount of time, prior to the changes place;
  15. be informed, within a reasonable amount of time, of the Agency’s plans to terminate the care or service and/or their intention to transfer their care to another agency.
Client’s Responsibilities: The Rights and Responsibilities form shall include, but not be limited to, the client’s responsibility to:
  1. provide complete information about matters relating to their health and abilities when it could influence the care they are being given;
  2. know their medical history and have details on any medications being taken;
  3. accept the consequences of their own decisions;
  4. report unexpected changes in their condition, such as having suffered a mild stroke;
  5. request information about anything that they do not understand;
  6. contact the Agency with any concerns or problems regarding services;
  7. follow service plans and/or express any concerns about the service plan;
  8. accept the consequences, if the service plan is not followed;
  9. follow the terms and conditions of the service agreement;
  10. notify the Agency, in advance, of any changes to the work schedule;
  11. inform the Agency of the existence of, and any changes to, advance directives;
  12. report any potential risks that might exist to the Home Care Worker such as the possibility that a client/family member might have a contagious illness or condition;
  13. be considerate of property belonging to the Agency and/or Home Care Worker;
  14. ensure that Home Care Workers are free from any actions that could be interpreted as being abusive such as intimidation, physical/sexual/verbal/mental/emotional/material/ financial abuse; and
  15. respect the dignity and privacy of the Home Care Worker;
  16. avoid asking the Agency staff to act outside the law, in the delivery of service;
  17. notify the Agency of any changes being made to their contact information such as address or phone number;
  18. advise the Agency of any changes being made to their health care professionals. e.g. physician, physiotherapist, occupational therapist, dietician, registered nurse, etc.
  19. be responsible for payment for charges that are not covered by other parties such as Medicare & Medicaid;
  20. notify the Agency of any changes in insurance coverage for home care services;
  21. pay bills according to agreed upon rates and timeframes;
  22. assume financial responsibility for all materials, supplies and equipment required for their care, which are not covered by other parties;
  23. provide a safe environment for care and services to be delivered;
  24. exercise a reasonable level of discretion and confidentiality in regards to service/treatment records that are kept in the home;
  25. give reasonable notice, when possible, if service is going to be cancelled;
  26. keep all weapons in the home away from the work area during visits made by the Home Care Workers;
  27. secure aggressive or menacing pets before the Home Care Worker enters the home;
  28. provide a smoke free environment when Home Care Worker is present;
  29. review and sign the employee time sheet, upon completion of shift; and,
  30. carry out the defined responsibilities.

Agency’s Responsibilities
The Rights and Responsibilities form shall include, but not be limited to, the Agency’s responsibility to:

Agency’s Responsibilities
The Rights and Responsibilities form shall include, but not be limited to, the Agency’s responsibility to:

  1. ensure that Home Care Workers meet the state’s competency requirements;
  2. review Home Care Workers’ competency at least annually and more often, if indicated;
  3. document face-to-face interviews with all home care workers and independent contractors;
  4. provide ongoing, competent and appropriate supervision of Home Care Workers.
  5. carry bonding for Agency staff;
  6. carry general liability, professional liability (if appropriate) and other insurances as necessary;
  7. meet the standards of Worker’s Compensation;
  8. conduct criminal background checks and child abuse clearances , if applicable, on all staff; and maintain documentation confirming these clearances have been done;
  9. advise clients whether Home Care Worker is an employee of the Agency or is an independent contractor;
  10. ensure home care service delivery standards are met;
  11. ensure federal, state, county & municipal legalities are researched and applied;
  12. adhere to labor regulations;
  13. develop contingency plans;
  14. make deductions for social security, Medicare and other taxes;
  15. conduct needs assessments, with client’s/family’s input;
  16. develop service plans with client’s/family’s input;
  17. consult with relative professionals regarding the service plan (as required);
  18. be part of, or coordinate, a health care team to provide for the client’s needs, as indicated;
  19. establish goals with client/client’s representative’s input and strive to meet these goals;
  20. provide clients with written documentation of :

a.  the services that will be provided;
b.  names of the Home Care Workers assigned to deliver service;
c.  hours when services will be provided; and,
d.  fees for services and total costs

  1. maintain the client’s/family’s confidentiality, privacy and dignity;
  2. maintain professionalism and a code of ethics;
  3. avoid inflicting its personal values and standards onto clients;
  4. be alert for and report signs of elder abuse;
  5. obtain immunizations (such as flu shots) when required unless such an act is contrary to personal beliefs and/or medical conditions;
  6. ensure staff and Independent Contractors, exposed to clients, undergo screening tests to ensure they do not have an infectious disease such as Tuberculosis and/or Hepatitis;
  7. be aware of the cost portion that other parties (e.g. Medicare & Medicaid) will be responsible for, when clients receive third party financial assistance; and, know what charges they will not cover;
  8. when requested, ensure clients have access to all service invoices pertaining to their service, regardless of whether the bills are paid out-of-pocket or by another party.
  9. provide clients with the Department of Health’s telephone number for registering complaints;
  10. ensure that staff do not assume Power of Attorney or Guardianship over any client, who is receiving services from the Agency;
  11. ensure that clients do not endorse checks over to the Agency; and,
  12. carry out its responsibilities.