Community resources: - Christiana Care Health System

The administrative staff welcomes communication of concerns, complaints, conflicts andrecommendations. As a VNA patient, you also have the right to:Call the VNA patient satisfaction representative at 302-327-5687 to ask questions, voicegrievances or report unsatisfactory care without fear of discrimination. A member of our staffwill respond in a reasonable and timely manner.Voice concerns before the Ethics Consultation Committee. Your health care provider will helpyou make these arrangements.Report an unresolved home care complaint to the state’s home health hotline number at1-800-942-7373 in Delaware/Pennsylvania, or 1-800-492-6005 in Maryland. The purpose ofthe hotline is to address complaints or questions not resolved through VNA.Patients have the responsibility to:Remain under medical supervision as required by law and agency policy.Provide accurate and complete health information and report any changes.Follow the plan of care and participate in your care by asking questions and informing staff ifyou have concerns.Inform your health care provider if you have an advance directive, living will or power ofattorney for health care and provide VNA a copy if admitted for service.Provide a reasonable environment for care. This includes:•Treating care providers with dignity and respect, without prejudice or discrimination.•Keep appointments and allow for safe and appropriate care.•Putting away all animals during visits.•Making arrangements for a family member or friend to help in your care when needed.Provide VNA with insurance and financial information necessary for processing and paymentof charges.Inform VNA of any plans to enroll in any health maintenance organization (HMO), managedcare or medicare advantage (MA) plan.Understand that caregivers are prohibited from accepting personal gifts or borrowing frompatients.Understand and accept the consequences of not following the plan of care and respecting theorganization‘s staff and property. When a patient’s refusal to comply with the plan of carethreatens to compromise the provider’s commitment to quality care, VNA may be forced to referpatients to another source of care.4