Code of Maine Rules
10 - DEPARTMENT OF HEALTH AND HUMAN SERVICES
144 - DEPARTMENT OF HEALTH AND HUMAN SERVICES - GENERAL
Chapter 129 - PERSONAL CARE AGENCY LICENSING RULE
Section 144-129-7 - AGENCY EXPECTATIONS
Universal Citation: 10 ME Code Rules ยง 144-129-7
Current through 2024-38, September 18, 2024
A. EXPECTATIONS.
1. Agencies must
comply with the following:
a. Inform clients
of the names of agency staff and their qualifications, upon request;
b. Provide services to clients free from
abuse, neglect, exploitation, or misappropriation of property;
c. Involve clients in the development of
their service plan;
d. Arrange for
clients to receive the services as identified on their service plan, unless a
client refuses services;
e.
Communicate with clients about services and supports in a language the client
understands;
f. Inform clients if
services cannot be delivered on a given day;
g. Provide clients with access to their
records and produce paper copies of all records pertaining to a client upon the
client's or legal representative's request. If the request for paper copies is
made orally, the agency must document the date the request was received in the
client record (the agency may assess a reasonable, cost-based fee for paper
copies consistent with applicable law);
h. Treat client records and information
pertaining to a client's personal, medical and mental health status as
confidential, in accordance with Section 9(A)(2) of this rule;
i. Inform clients, verbally and in writing,
of how to file a grievance with the agency, provided in language understood by
the client;
j. Inform clients,
verbally and in writing, and in a language understood by the client, of how to
file a complaint with the Department and that this complaint may be filed
instead of or in addition to a grievance;
k. Inform clients of the outcome of any
licensing inspection or investigation conducted by the Department, upon
request; and
l. Inform clients of
their state protection and advocacy rights, including but not limited to
providing contact information for the Division of Licensing and Certification,
Adult Protective Services and the Maine Long Term Care Ombudsman
Program.
2. The client
must be given a copy of these agency expectations at the time of signing a
contract with the agency.
3. A
signed copy must be maintained in the client's record.
B. GRIEVANCE PROCEDURES.
1. The agency must have a process for clients
to raise issues or concerns about the manner and quality of services or other
grievances with the agency.
2. The
agency must retain a record of all grievances filed by any client or a client's
legal representative. This record must contain the following:
a. Client's name;
b. Date of filing of the grievance;
and
c. The nature of the
grievance.
3. The agency
must investigate all grievances.
4.
The agency must document the investigation and the resolution of all grievances
in the client's record.
5. The
agency must provide a written resolution to the client within seven calendar
days and a copy must be kept in the client's record.
Disclaimer: These regulations may not be the most recent version. Maine 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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