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: