Home Care

Patient Rights & Responsibilities

  1. You have the right to be fully informed of all your rights and responsibilities by the home care agency. In the event that you are not capable of making competent decisions, your family or guardian may exercise your rights on your behalf.
  2. You have the right to choose your home care providers and to receive information about the ownership or control of the provider.
  3. You have the right to be treated with courtesy, have privacy during care, and have your property treated with respect.
  4. You will be admitted for service only if the agency has the ability to provide safe and professional care at the level needed and if ordered by your doctor.
  5. You have the right to participate in the development of your plan of care. You have the right to be informed in advance about all care that will be provided and of any changes in the care. You have the right to be informed of the disciplines of the caregivers, the expected frequency of their visits, and the expected duration of the services.
  6. You have the right to receive necessary information from your doctor before you consent to any procedure or treatment.
  7. You have the right to confidentiality with regard to information about health, social and financial circumstances, and about what takes place in the home. You have the right to expect the agency to release information only as required by law or authorized by you.
  8. You have the right to be notified verbally and in writing regarding your financial liability for services, including the extent of payment anticipated from all payers. You will be notified within 30 days of any changes in charges.
  9. You have the right to voice grievance without fear of discrimination. The agency will investigate complaints made by a client or family regarding the lack of respect for your property and will document both the existence of the complaint and the resolution of the complaint. Please call your home care provider to speak to the manager when you have questions or concerns related to your home care.
  10. The Virginia Health Quality Center maintains a Home Health Hotline for clients to voice unresolved grievances and questions. Call 800-955-1819. The hotline is open seven days a week, 24 hours a day. The Center is open Monday through Friday from 8 a.m. to 4 p.m.
  11. As a home health patient you can expect that your reports of pain will be believed and that you will receive information about pain and pain relief measures. You can expect that you will have concerned staff committed to pain prevention and management, that you will have health professionals who respond quickly to reports of pain, and that they will have effective pain management.
  12. You have the right to be informed within a reasonable time of anticipated termination of service or plans for transfer to another agency.


As a patient of Carilion Clinic Home Care you have the responsibility to:

  1. Notify the agency of changes in your condition, such as hospitalization, symptoms and medication changes.
  2. Follow the plan of care ordered by your physician.
  3. Notify the provider in advance if the visit schedule needs to be changed.
  4. Notify the agency of advance directives.
  5. Provide a safe environment for the care to be provided by home care staff.
  6. Provide information related to payment for services.
  7. Advise the agency of any problems or dissatisfaction with services provided.
  8. Ask the staff what to expect regarding pain and pain management, and to discuss pain relief options with the staff. You will need to work with the staff to develop a pain management plan and ask for relief when pain first begins.
  9. To properly care for equipment.
  10. To properly clean and store equipment and supplies as instructed.
  11. Notify the provider prior to changes in your address.