89 Ill. Adm. Code 6770.677.100
Customer Bill of Rights
TITLE 89: SOCIAL SERVICES
CHAPTER IV: DEPARTMENT OF HUMAN SERVICES
SUBCHAPTER d: HOME SERVICES PROGRAM
PART 677 CUSTOMER RIGHTS AND RESPONSIBILITIES
SECTION 677.100 CUSTOMER BILL OF RIGHTS
Section 677.100 Customer Bill
of Rights
Customers of the Home Services
Program have the right to basic safety; information; choice, participation and
self-determination; dignity and individuality; redress grievances; and
fiduciary assistance in securing their rights.
a) Basic
safety includes:
1)
the
right to protection from physical, sexual, mental and verbal abuse, neglect and
exploitation, including financial exploitation;
2)
the
right to be served by providers who are properly trained and are providing
services within their scope of practice and the scope of their certification or
licensure by the State;
3)
the
right to have all personal, financial and medical information kept
confidential;
4)
the
right to have the provider of home care services respect the personal property
of the Customer to whom it provides services and, if the Customer reports a
theft or loss of personal property, the provider shall investigate and shall
report back to the Customer the results of the investigation;
and
5) the
right to freedom from coercion and restraint.
b) Information
includes:
1)
the
right to be informed of the following by a provider within two weeks after
starting to receive home care services:
A) the
Customer's
rights under Section 17.1 of the Disabled Persons Rehabilitation
Act
[20 ILCS 2405] (Act)
;
and
B)
the
entities the Customer may contact if
their
rights are violated,
including the name and contact information for DHS and the Department on Aging
and other State and local agencies responsible for enforcing the Home Care
Consumer Bill of Rights
(Section 17.1 of the Act)
.
2)
the
right to be informed about
:
A)
the cost of home
care services prior to receiving those services;
B)
whether
the cost of services is covered under health insurance, long-term care
insurance, or other private or public programs; and
C)
any charges the
Customer will be expected to pay;
3)
the
right to access information about the availability of the home care services
provided in
their
community and has the right to choose among home care
services and providers of home care services available in that community.
c)
Choice,
participation, and self-determination
includes:
1)
the
right to participate in the planning of
their
services;
2)
the
right to make choices about aspects of
their
services;
3)
the
right to choose providers and schedules to the extent practicable and
consistent with HSP rules and procedures, including, but not limited to,
overtime and the number of hours a provider may work in a given day or week;
4)
the
right to receiving reasonable accommodation of
their
needs and
preferences;
5)
the
right to include anyone
they choose
to participate with
them
in
the service planning process;
6)
the
right to be provided with sufficient information to make informed decisions;
7)
the
right to be fully informed in advance about any proposed changes in care and
services, and to be involved in the decision-making process regarding those
changes
to the extent practicable; and
8)
the
right to refuse services and to receive an explanation of the consequences of
doing so.
d)
Dignity
and individuality
includes:
1)
the
right to receive
home
services in a way that promotes
their
dignity and individuality;
and
2) the
right to be treated with respect at all times.
e)
Redress
grievances includes:
1)
the
right to express grievances about the quality of
their
home services,
the number of hours of service, and any violations of
their
rights;
and
2)
the
right to receive prompt responses to those concerns and to be informed about
who they may contact to have the grievances addressed in an appropriate and
timely manner and without retaliation.
f)
Fiduciary
assistance in securing a Customer's rights
may be provided by the Illinois
Department on Aging's Home and Community Ombudsman Program. [20 ILCS
2405/17.1]