OUR MISSION AND PURPOSE
It is to increase the comfort, freedom, and independence of those we serve. Satisfied customers are our highest priority and as such, we will conduct our business with integrity and the highest of ethics. Responding to our customer’s needs, we will continue to provide products of the highest quality and keep up with the rapid changes in technology. Our customer focus will guide our daily activities and distinguish us from other home medical equipment providers.
CUSTOMER INFORMATION
Copper Star Home Medical Supplies provides 24 hour/7 days per week ON-CALL services for our respiratory clients. If you have an emergency that cannot wait until normal business hours, an answering service answers the company’s phone after normal business hours. Please call 602-900-5246. Only equipment requiring emergency maintenance or replacement (i.e., oxygen) will be serviced after hours. Should a life-threatening situation arise, it is suggested that the customer or caregiver dial “911” for professional emergency services.
CUSTOMER COMPLAINTS
Any customer who feels his/her rights have been denied, who desires further clarification of rights, or who desires to lodge a complaint or express contentment with any aspect of service or equipment, including concerns about patient safety and the risk of falls, should contact us through our main telephone number, without fear of reprisal by the company or by any of its employees. If the issue cannot be resolved via a telephone call with a customer service representative, the matter will automatically be forwarded to the appropriate corporate manager. Customers who feel they have been exploited or taken advantage of have the right to file a complaint with the Arizona Division of Aging and Adult Services at 1789 W Jefferson St #950A, Phoenix, AZ 85007 or by phone at 602-542-4446. You may also contact the ACHC to report concerns about patient safety and quality of care at 855-937-2242.
CUSTOMER RIGHTS
YOU HAVE THE RIGHT TO:
- Be fully informed in advance about care/service to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the plan of care
- Be informed in advance of care/service being provided and their financial responsibility.
- Receive information about the scope of services that the organization will provide and specific limitations on those services.
- Participate in the development and periodic revision of the plan of care.
- Refuse care or treatment after the consequences of refusing care or treatment are fully presented.
- Be informed of client/patient rights under state law to formulate an Advanced Directive, if applicable
- Have one’s property and person treated with respect, consideration, and recognition of client/patient dignity and individuality.
- Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/patient property.
- Voice grievances/complaints regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal.
- Have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated.
- Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information
- Be advised on the agency’s policies and procedures regarding the disclosure of clinical records.
- Choose a healthcare provider, including an attending physician, if applicable
- Receive appropriate care without discrimination in accordance with physician’s orders, if applicable
- Be informed of any financial benefits when referred to an organization.
- Be fully informed of one’s responsibilities.
CUSTOMER RESPONSIBILITIES
IT IS YOUR RESPONSIBILITY:
- Dial “911” whenever a life-threatening medical emergency arises.
- Provide complete and accurate information regarding your medical history and billing
- Comply with your physician’s orders and plan of
- Use and care for the equipment provided and not allow use by anyone other than the authorized
- Contact us about any equipment malfunction or defect and allow our staff to correct the
- Advise us of any changes in your status, including address, medical condition, and billing
- Assume payment responsibility for services not covered by your insurance carrier, except when not allowed by
- Maintain a safe home environment for the proper utilization of
- To report to us any concerns about patient safety or occurrences of patient
- Pay for the replacement costs of any equipment damaged, destroyed, or lost due to misuse, abuse, or
MEDICARE SUPPLIER STANDARDS
Copper Star Home Medical Supplies, as a Medicare Provider, abides by and complies with all Supplier Standards as set forth by CMS (The Center for Medicare and Medicaid Services). The supplier standards are available for every customer to view at www.copperstarmedical.com.
