PARTICIPANT’S BILL OF RIGHTS

You have the right to be treated with respect.
You have the right to be treated with dignity and respect at all times, to have all of your care kept private, and to get compassionate, considerate care. You have the right:
• To get all of your health care in a safe, clean environment.
• To be free from harm. This includes physical or mental abuse, neglect, physical punishment, being placed by yourself against your will, and any physical or chemical restraint that is used on you for discipline or convenience of staff and that you do not need to treat your medical symptoms or to prevent injury.
• To be encouraged to exercise your rights at VOANS Senior CommUnity Care of Michigan.
• To get help, if you need it, to use the Medicare and Medicaid complaint and appeal processes, and your civil and other legal rights.
• To be encouraged and helped in talking to VOANS Senior CommUnity Care of Michigan staff about changes in policy and services you think should be made.
• To use a telephone while at the VOANS Senior CommUnity Care of Michigan Center.
• To not have to perform work or services for Senior CommUnity Care of Michigan.

You have a right to protection against discrimination.
Discrimination is against the law. Every company or agency that works with Medicare and Medicaid must obey the law. They cannot discriminate against you because of your:
• Race / Ethnic Origin
• Religion
• Age
• Sex
• Mental or physical ability
• Sexual Orientation
• Source of payment for your health care (For example, Medicare or Medicaid)
If you think you have been discriminated against for any of these reasons, contact a staff member at the PACE program to help you resolve your problem. If you have any questions, you can call the Office for Civil Rights at 1-800-368-1019. TTY users should call 1.800.537.7697.

You have a right to information and assistance.
You have the right to get accurate, easy-to-understand information and to have someone help you make informed health care decisions. You have the right:
• To have someone help you if you have a language or communication barrier so you can understand all information given to you.
• To have VOANS Senior CommUnity Care of Michigan interpret the information into your preferred language in a culturally competent manner. If your first language is not English and you cannot speak English well enough to understand the information being given to you.
• To get marketing materials and your PACE rights in English or in any other frequently used language in your community, including Braille, if necessary.
• To get a written copy of your rights from VOANS Senior CommUnity Care of Michigan. These rights must be posted in a public place in the VOANS Senior CommUnity Care of Michigan center where it is accessible to all participants.
• To be fully informed, in writing, of the services offered by VOANS Senior CommUnity Care of Michigan. This includes telling you which services are provided by contractors instead of the VOANS Senior CommUnity Care of Michigan staff. You must be given this information before you join, at the time you join and when you need to make a choice about what services to receive.
• To review the results of the most recent reviews of VOANS Senior CommUnity Care of Michigan. Federal and State agencies review all PACE programs. You also have a right to review how VOANS Senior CommUnity Care of Michigan plans to correct any problems that are found at inspection.

To contract 1-800-MEDICARE for information and assistance, including to make a complaint related to the quality of care or the delivery of a service.

You have a right to a choice of providers.
You have the right to choose a health care provider within VOANS Senior CommUnity Care of Michigan’s network and to get quality health care. Women have the right to get services from a qualified women’s health care specialist for routine or preventive women’s health care services.

You have a right to access emergency services.
You have the right to get emergency services when and where you need them without VOANS Senior CommUnity Care of Michigan’s approval. A medical emergency is when you think your health is in serious danger—when every second counts. You may have a bad injury, sudden illness or an illness quickly getting much worse. You can get emergency care anywhere in the United States.

You have a right to participate in treatment decisions.
You have the right to fully participate in all decisions related to your health care. If you cannot fully participate in your treatment decisions or you want to have someone you trust help you, you have the right to choose that person to act on your behalf. You have the right:
• To have all treatment options explained to you in a language you understand, to be fully informed of your health status and how well you are doing, and to make health care decisions. This includes the right not to get treatment or take medications. If you choose not to get treatment or take medications, you must be told how this will affect your health.
• To have VOANS Senior CommUnity Care of Michigan help you create an Advance Directive. An Advance Directive is a written document that says how you want medical decisions to be made in case you cannot speak for yourself. You should provide this to the person who will carry out your instructions and make health care decisions for you.
• To participate in making and carrying out your plan of care. You can ask for your plan of care to be reviewed at any time.
• To be given advance notice, in writing, of any plan to move you to another treatment setting and the reason you are being moved.

You have a right to have your health information kept private.
You have the right to talk with health care providers in private and to have your personal health care information kept private as protected under State and Federal laws. You also have the right to look at and receive copies of your medical records.
There is a patient privacy rule that gives you more access to your own medical records and more control over how your personal health information is used. If you have any questions about this privacy rule, call the Office for Civil Rights at 1.800.368.1019.
TTY users should call 1.800.537.7697.

You have a right to file a complaint.
You have a right to complain about the services you receive or that you need and don’t receive, the quality of your care, or any other concerns or problems you have with VOANS Senior CommUnity Care of Michigan. You have the right to a fair and timely process for resolving concerns with VOANS Senior CommUnity Care of Michigan. You have the right:
• To a full explanation of the complaint process.
• To be encouraged and helped to freely explain your complaints to VOANS Senior CommUnity Care of Michigan staff and outside representatives of your choice. You must not be harmed in any way for telling someone your concerns. This includes being punished, threatened, or discriminated against.
• To appeal any treatment decision by VOANS Senior CommUnity Care of Michigan, staff, or contractors.

You have a right to leave the program.
If for any reason, you do not feel that VOANS Senior CommUnity Care of Michigan is what you want, you have the right to leave the program at any time.