Illinois Administrative Code
Title 89 - SOCIAL SERVICES
Part 677 - CUSTOMER RIGHTS AND RESPONSIBILITIES
Subpart A - CUSTOMER RIGHTS
Section 677.100 - Customer Bill of Rights
Universal Citation: 89 IL Admin Code ยง 677.100
Current through Register Vol. 48, No. 38, September 20, 2024
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]
Disclaimer: These regulations may not be the most recent version. Illinois may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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