To ensure the finest care possible, as a Patient receiving Durable Medical Equipment (DME) services, you should understand your role, rights, and responsibilities in your care plan.
- To select those who provide you with DME services.
- To receive the appropriate or prescribed services in a professional manner without discrimination relative to your age, sex, race, religion, ethnic origin, sexual preference, or physical or mental handicap.
- To be treated with friendliness, courtesy, and respect by each and every individual representing Cala who provides treatment or services for you, and be free from neglect and mental or physical abuse.
- To assist your health care provider in developing and preparing your plan of care designed to satisfy your current needs, including pain management, as best as possible.
- To be provided with adequate information from which you can give your informed consent for commencement of services, the continuation of services, the transfer of services to another health care provider, or the termination of services.
- To refuse services and be made aware of any consequences for that refusal.
- To express concerns, grievances, or recommend modifications to your DME services without fear of discrimination or reprisal.
- To request and receive complete and up-to-date information relative to Cala’s services related to your treatment plans.
- To promptly and professionally receive treatment and services within the scope of Cala’s services for your plan of care, promptly and professionally.
- To be fully informed of Cala’s policies, procedures and charges, and/or any benefits to receiving services from Cala.
- To request and receive data regarding treatment, services, or costs privately and confidentially.
- To be given information about the uses and disclosure of your care plan.
- Your care plan remains private and confidential, except as required and permitted by law.
- To be informed of your responsibilities as a recipient of Cala TAPS Therapy.
- To provide accurate, complete, and up-to-date information regarding your relevant medical history.
- To agree to a schedule of services and report any cancellation of scheduled appointments and/or treatments.
- To participate in the development and updating of a plan of care.
- To communicate with your health care provider whether you clearly comprehend the course of treatment and plan of care.
- To comply with the plan of care and clinical instructions.
- To accept responsibility for your actions if refusing treatment or not complying with the prescribed treatment and services.
- To respect the rights of Cala personnel.
- To notify your Physician and Cala of any potential side effects, complications, or changes to your overall health.
For information concerning complaints and grievances, please contact Cala Customer Care (888) 699-1009 or by submitting the form on this page www.calahealth.com/Contact-Us. Cala Customer Care will contact you within 72 hours to obtain the details of your grievance or complaint and will keep you informed of the outcome of their investigation. Cala maintains customer support by telephone from [8 am – 7 pm Eastern, 5 am – 4 pm Pacific] (888-699-1009). You may also report complaints to Accreditation Commission for Health Care by phone (855) 937-2242, at www.achc.org or your appropriate state agency.
MKG-1613 Rev B