Receiving help at home can make a big difference in helping older adults and people with disabilities stay safe, comfortable, and independent. If you receive home care services, it’s important to understand that you have rights—and that there are people ready to help if something doesn’t go as planned.
At Access Care Partners, your care team wants to make sure you receive the services you deserve. Knowing your rights and who to call when you have a concern helps make your home care experience smoother and more successful.
You Have the Right to Safe, Respectful Care
Everyone receiving home care services deserves to feel safe and respected. Consumers have the right to receive services without discrimination and to be treated with dignity. You also have the right to privacy and confidentiality regarding your personal information.
The people providing your care should be properly trained and professional, and your home should remain a safe place while services are being delivered.
You Have the Right to Understand Your Care Plan
When you begin receiving services, you should be informed about what your care plan includes. This means understanding what services you will receive, how often they will occur, and any potential costs depending on the program you are enrolled in.
Your Care Manager works with you to create this plan based on your needs, and you have the right to participate in those decisions.
You Have Choices
Many people don’t realize that they have choices when it comes to their care.
You can choose to accept or refuse services and participate in decisions about your care plan. If you feel uncomfortable with a worker or are not satisfied with the partner agency providing your services, you can talk with your Care Manager about making a change.
Your care should work for you, and your feedback is an important part of making sure that happens.
What You Should Expect from Your Home Care Worker
When a home care worker visits your home, there are certain standards you should expect.
Workers should arrive on time and work the hours that were scheduled. If they are running more than 15 minutes late, you should be notified. Workers should also have an identification badge from their agency and follow safety practices such as washing their hands when they arrive.
These standards help ensure your services are delivered safely and consistently.
When Something Doesn’t Go as Planned
Sometimes things happen. A worker may arrive late, miss a shift, or leave earlier than expected. In other cases, you may feel that the services you’re receiving are not matching the plan you agreed to.
If something doesn’t seem right, the most important thing to do is contact your Care Manager.
Your Care Manager can help assess the situation and make adjustments if needed. For example, they can:
It can sometimes feel uncomfortable to report concerns—especially if you like your worker and don’t want to get them in trouble. But it’s important to let your Care Manager know if services are not being delivered as planned. Reporting these issues helps ensure you receive the care you are entitled to and prevents incorrect billing for services.
If You Can’t Reach Your Care Manager
If your Care Manager is unavailable, there is always a Care Manager or Supervisor on backup each day. Someone will be available to help if you have an urgent concern and cannot wait for a call back.
If Your Plans Change
If you won’t be home during a scheduled visit or need to cancel your worker for the day, you can contact the partner agency that employs your worker. However, it’s still best to notify your Care Manager. They may need to adjust other services in your care plan as well.
Communication helps make sure your care continues to run smoothly.
Let Us Know If You Go to the Hospital
If you are admitted to the hospital, it’s important to notify your Care Manager. Your services may need to be temporarily paused while you are hospitalized and restarted when you return home.
If you’re unable to call yourself, a family member or designated contact can notify us for you.
Your Voice Matters
Home care works best when there is open communication between consumers and their care teams. If you have questions, concerns, or changing needs, your Care Manager is there to help.
Speaking up about concerns helps ensure you receive the services you deserve and allows your care team to better support you.
If you have questions about your services or need assistance, you can contact Access Care Partners at 413-538-9020 or email info@accesscarepartners.org.