• Take part in deciding what kind of care you need.
• Receive comprehensive health care in a safe and clean environment and in an accessible manner.
• Receive care from professionally trained staff.
• Know the names and responsibilities of the people providing your care.
• Be treated with respect and dignity.
• Be free from harm. This includes not being physically restrained or kept alone, unless it’s needed for your safety or the safety of others. It also includes not being given too much medication and not being abused or neglected.
• Not be required to work for the Total Longterm Care organization.
• Have fair access to telephones.
• Not be discriminated against in the delivery of services based on race, ethnicity, national origin, religion, sex, age, or source of payment.
• Information.

You have the right to:

• Be told, in writing, about the services you can get through Total Longterm Care and its contracted providers.
• Be told about any changes to the benefits or services Total Longterm Care offers, including if benefits/services end or if the people who provide them change.
• Have the Enrollment Agreement explained to you.
• Request most recent federal or state survey results.
• Ask for and be given the policies of Total Longterm Care related to member rights, and services provided by Total Longterm Care and the people who provide them.
• Have information about and attend Total Longterm Care’s Consumer Advisory Board.

Confidentiality

You have the right to:

• Know that Total Longterm Care will keep all information about you private.
• Be assured that your written consent will be obtained for the release of information to persons not otherwise authorized under law to receive it.
• Review and copy your medical records and request amendments to those records.

Choosing Your Provider

You have the right to:

• A choice of health-care providers within the Total Longterm Care provider network.
• Request a specialist for women’s health or preventive services.

Emergency Care

You have the right to:

• Receive health-care services in an emergency without prior approval from Total Longterm Care.

Treatment Decisions

You have the right to:

• Receive complete, accurate, easy-to-understand information and assistance in making informed health-care decisions.
• Make your own health-care decisions.
• Request a reassessment by the Total Longterm Care multidisciplinary team.
• Refuse treatment and be told what may happen if you refuse treatment.
• Be given fair advance notice of being transferred to another part of Total Longterm Care’s program. This includes transfer for medical reasons or for the safety of yourself and other participants and staff.
• Have Advanced Directives (for example, a DNR) explained and established according to your wishes.
• Appropriate assessment and management of pain.

Exercise Your Rights

You have the right to:

• Be encouraged and assisted in exercising your rights as a participant, including the Medicare and Medicaid appeals processes as well as civil and legal rights.
• Appeal any treatment decision.
• Be helped to share complaints and recommend changes in Total Longterm Care policies and services.
• Disenroll from Total Longterm Care.