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Patient Rights & Responsibilities

As a national health care services organization, Avita Care Solutions is passionate about helping patients unlock a healthier life through individually focused care.  Compassionate care is at the heart of everything we do.  We are honored that you have selected Avita Care Solutions as your health care provider, and we want you to know about your rights and responsibilities.  We do not discriminate on the basis of age, race, color, origin, religion, sex, disability, economic status, educational background, gender identity or expression, sexual orientation, marital status, or other category protected by law.

This information is about patient services, privacy and confidentiality, and dispute resolution.  Our goal is to make this information as clear and understandable as possible.  As necessary, we will provide interpreter services.

You Have the Right To:

Actively participate in discussion with your provider about appropriate or medically necessary treatment options for your condition(s).  This means that you receive effective counseling and education that empowers you to take an active role in your health condition(s) and treatment decisions.  It also means that you will be fully informed in advance about the care and service to be provided and your financial responsibility, including the disciplines that furnish care and the frequency of visits, as well as modifications to the plan of care.  You will receive information about the scope of service that will be provided and any specific limitation(s) on those services.  In non-emergent situations, you may refuse any treatment, therapy, or plan of care after being informed of the consequences of refusing treatment.  Appropriate care will be provided to you without discrimination.

Choose your practitioner or provider and participate in making decisions about your health care.  You can choose your pharmacy and/or the health care provider from whom you receive care, including an attending physician if applicable, and participate in the development and periodic revision of the plan of care.  Your provider will be professionally competent and adhere to the accepted standards of pharmacy practice or medical care, and you will receive appropriate care without discrimination in accordance with physician’s orders, if applicable.  If you receive home infusion services or if otherwise applicable, you also have the right to be informed of your patient rights under applicable state law to form an advance health care directive.

Receive personal medical records.  You can request to review and receive copies of your medical records, subject to legal restrictions and any appropriate copying or retrieval charges.  You can also designate someone to obtain your records on your behalf by submitting your request in writing to our Privacy Office.  To review, receive, or release copies of your medical records, you must complete and submit an appropriate written authorization to our Privacy Office.  Your pharmacy, clinic, or the Privacy Office can provide you with the appropriate form(s) and tell you how to request your records or an amendment to your records.

Receive care with dignity and respect.  We are passionate about helping our patients achieve their healthiest life and providing compassionate care.  You will be able to identify visiting Avita Care Solutions personnel members through proper identification, and we will treat you and your property with respect, consideration, dignity, and individuality.  We make every effort to assure you will be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of patient property while receiving care.  We may collect information about you to help us get to know you, provide culturally competent care, and support your communication preferences.  The information we collect is kept private and confidential and is not used to determine benefits or your cost of care.  We believe that quality health care includes all aspects of you and want you to be comfortable with having full and open discussions with our pharmacy and medical professionals regarding your care.

Have your information treated with privacy and confidentiality.  All Avita Care Solutions employees and contracted practitioners are required to keep your protected health information (PHI) and all information contained in your patient record confidential and private.  PHI is any information in a medical record that can be used to identify an individual such as private information, and that was created, used, or disclosed while providing a health care service, such as a diagnosis or treatment.  This includes conversations between you and your provider about treatment.  It also includes billing information and any patient-identifiable information in our computer systems.

Avita Care Solutions maintains strict policies and procedures regarding the collection, use, and disclosure of patient PHI including: routine uses and disclosures of PHI; use of authorizations; access to PHI; internal protection of oral, written, and electronic PHI across the organization; and protection of information disclosed to and used by business associates.  You have the right to be advised of these policies and procedures regarding the disclosure of clinical records which are made available to you by reviewing our privacy practices on our website.

Receive information in a manner, format, and/or language that you understand. We make every effort to communicate with you in your preferred language.  We will use interpreter services to help if needed.  For more about our interpreter services, please inquire with your health care provider.

Be fully informed of your responsibilities, including financial responsibilities, and any financial benefits when referred to an organization.  We will inform you of your financial obligations at or before the time of service or as soon as possible.  You have the right to accept, refuse, or modify your plan of care based on your obligations.

Voice your grievances or complaints about the treatment or care you receive from us or regarding a lack of respect of property.  You have the right to resources such as a patient advocate, our Customer Care Team, and dispute resolution process.  These resources are provided to you to help answer your questions and resolve problems.  Grievances and complaints, including those regarding treatment or care that is (or fails to be) furnished or lack of respect of property, are forwarded to management for investigation, and you will receive a response within a reasonable timeframe, not to exceed 14 days.  You may also make comments or recommendations on changes in policy, personnel, or care and service.  Your grievances, complaints, comments, or recommendations will be handled without restraint, interference, coercion, discrimination, or reprisal.

You also have the right to submit a grievance or complaint with the following organizations:

Office for Civil Rights

Complaint Portal: https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf

U.S. Mail:  U.S. Department of Health and Human Services
200 Independence Avenue, SW, Room 509F, HHH Building
Washington, D.C. 20201

877.696.6775​ (toll free phone)

800.633.4224 (toll free phone)

Utilization Review Accreditation Commission (URAC)
202.216.9010 (phone)

Accreditation Commission for Health Care (ACHC)
855.937.2242 (toll free phone)

You Have the Responsibility For:

Keeping appointments.  You are responsible for promptly canceling any appointment that you no longer need or are unable to keep.  This also means picking up your prescription drugs on time or being available for a scheduled delivery that requires signature. 

Communicating changes.  You are responsible for communicating any information, concerns, and/or questions related to perceived risks in the services you receive and unexpected changes in your condition.  Please ask questions about your care, treatment, or services or if you need clarification about any care rendered or drugs prescribed to you. 

Knowing the extent and limitations of your health care benefits.  We will help assist you with navigating your benefits, including prior authorizations where applicable.  It is your responsibility to provide us with timely, accurate information regarding your benefits or insurance coverage.  If you do not have insurance coverage, we will provide you with information about patient assistance programs that may be available to you to help cover your cost of care. 

Providing us with accurate contact information.  This includes changes to your address or telephone whether temporary or permanent.  Our ability to contact you timely is important should changes to your care or availability of your provider arise.

Following plans of treatment and instructions to care you agreed to with your health care providers.  It is important to seek clarification from your provider if you don’t fully understand your treatment plan, the purpose and effects of drugs prescribed to you, or what is expected of you to achieve your healthiest self, including any participation in a patient management program.  You are also responsible for telling your provider if you believe you cannot follow through with your treatment plan so that they can inform you of potential consequences to your health. 

Being considerate to and respectful of others.  You are responsible for treating your pharmacist, physician, or other health care providers and staff with courtesy and consideration.  You are also responsible for showing respect to the property of Avita Care Solutions.

Fulfilling your financial obligations.  Any copayments, coinsurance, cost-sharing, and out of pocket costs related to the care you receive from us shall be paid timely.  Charges should be paid upon receipt of prescribed drugs or for medical care received.  Unpaid accounts are considered past due if not paid within thirty (30) days of receipt of a health care service.  Any past due account may be referred for collection at which time we may impose interest or additional charges per month on any past due balance.  Furthermore, the patient is responsible to pay all attorney’s fees, court costs, and other expenses incurred by Avita Care Solutions to collect outstanding, past due accounts.