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Policies

Resolving Complaints

The patient has the right to freely voice grievances and recommend changes in care or services without fear or reprisal or unreasonable interruption of services. Service, equipment, and billing complaints will be communicated to management and upper management. These complaints will be documented in the Complaint Log, and completed forms will include the patient's name, address, telephone number, a health insurance claim number, a summary of the complaint, and a summary of actions taken to resolve the complaint.

All complaints will be handled in a professional manner. All logged complaints will be investigated, acted upon, and responded to in writing or telephone by a manager within a reasonable amount of time after the recipt of the complaint. If there is no satisfactory resolution of the complaint, the next level of management will be notified progressively and up to the president or owner of the company. The patient will be informed of this complaint resolution protocol at the time of  set-up of service.

Return / Exchange Policy

We understand that exchanging and returning products is often a frustrating experience. Knight Medical Supply LLC. strives to make the process a simple and straightforward one. Because of the nature of medical supplies and equipment usage, returns are limited to 15 days after purchase date. To help facilitate the return, bring the original receipt as well as a photo ID for all exchanges, returns, and/or warranty repair services.

Limitation for Refunds or Exchanging

Unopened, unworn, or unused items may be returned for refund or exchange. Opened or defective items may be returned for exchange of the same item or credit given toward one of equal or greater value.

Non-Returnable Items

  • Labor, delivery, and/or installation services
  • Consumable items such as food/drink
  • Special order items can not be refunded or exchanged, unless vendor will take back item with restocking fee
  • Item that is damaged or abused
  • Item that is missing accessories
  • Diabetic supplies
  • Opened items that are sterile

Restocking Fee

A restocking fee is applicable on all purchased items, unless fee is prohibited by law. 25% for opened, dirty or used items and 35% for special order items.

Patient Rights & Responsibilities

Patient Rights:

  1. The patient has the right to considerate and respectful service.
  2. The patient has the right to obtain service without regard to race, creed, national origin, sex, age, disability, diagnosis or religious affiliation.
  3. Subject to applicable law, the patient has the right to confidentiality of all information pertaining to their medical equipment service. Individuals or organizations not involved in the patient's care may not have access to the information without the patient's written consent.
  4. The patient has the right to make informed decisions about their care.
  5. The patient has the right to reasonable continuity of care and service.
  6. The patient has the right to voice grievances without fear of termination of service or other reprisal in the service process
  7. The patient has the right to refuse service at any time, for any reason. (Note: Certain items are subject to physician approval prior to discontinuation)

Patient Responsibilities:

  1. The patient should promptly notify the equipment supplier of any equipment failure or damage.
  2. The patient is responsible for any equipment that is lost or stolen while in their possession and should promptly notify the equipment supplier in such instances.
  3. The patient should promptly notify the equipment supplier of any changes to their address, telephone, or insurance provider.
  4. The patient should promptly notify the equipment supplier of any changes concerning their physician.
  5. The patient should notify the equipment supplier of discontinuance of use.
  6. Except where contrary to federal or state law, the patient is responsible for any equipment rental and sale charges which the patient's insurance company/companies does not pay.
  7. The patient should promptly notify the equipment supplier of admittance to hospice care, a hospital, a skilled nursing facility or home health care.

Medicare Notice for Capped Rental and Routine Purchase items

Medicare requires the provider notify the beneficiary of capped rental and inexpensive or routinely purchased items for services on or after January 1, 2006.

 

CAPPED RENTAL ITEMS:

Medicare will pay a monthly rental fee for a period not to exceed 13 months after which ownership of the equipment is transferred to the Medicare Beneficiary if all payments, co-payments and deductibles have been paid. After ownership, the equipment is transferred to the Medicare beneficiary; it is the Beneficiary's responsibility to arrange for any required equipment service or repair.

Examples of this type of equipment include:

Hospital Beds, Wheelchairs, Alternating Pressure Pads, Air-fluidized Beds, Nebulizers, Suction Pumps, Continuous Airway Pressure (CPAP) devices, Patient Lifts, & Trapeze Bars.

 

INEXPENSIVE OR ROUTINELY PURCHASED ITEMS:

Equipment in this category can be purchased or rented; however, the total amount paid for monthly rentals cannot exceed the fee schedule purchase amount.

Examples of this type of equipment include:

Canes, Walkers, Crutches, Commode Chairs, Pressure and Positioning Pads, Home Blood Glucose Monitors, Seat Lift Mechanisms, and Traction Equipment.

NOTICE OF PRIVACY INFORMATION PRACTICES

 

THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN ACCESS THIS INFORMATION

 

State and federal laws require healthcare providers to implement policies and procedures to safeguard the privacy of your health information. This notice describes our privacy practices and applies to all of your health information created and/or maintained at our company, including any information that we receive from other health care providers, the ways in which we may use or disclose your health information and your rights and our obligations regarding any such uses or disclosures.
We may use or disclose your health information for:
  1. Treatment: to provide you with health care and treatment and services. We may disclose your health information to personnel who are involved in your health care.
  2. Payment: to accurately bill and collect payment from you, your insurance company, or another third party for the health care services you receive from our company.
  3. Health care operations: to perform administrative functions necessary to operate our company and to make sure that our customers receive quality care.

We may use or disclose your health information for other specific purposes with your written authorization. You may revoke a written authorization at any time and we will no longer use or disclose your health information for the purposes identified in the authorization.

We may use or disclose your health information with your verbal agreement to family and friends who are involved in your care or help pay for your care or in disaster relief efforts for the purpose of notifying your family or friends of your condition.

State and federal regulations either require or permit other uses or disclosures of your health information without your permission. These may include the following: public health activities, health oversight activities such as audits & licensure inspections, requirements of federal, state, or local law, law enforcement officials, national security & intelligence activities and Worker's Compensation or Military & Veterans if pertinent to you.

You have the following rights regarding your health information which we create and/or maintain:

  1.  You have the right to inspect and copy health information that may be used to make decisions about your care. Generally, this includes medical and billing records, but does not include psychotherapy notes.
  2. You have the right to request an amendment if you feel that the health information we have about you is incorrect or incomplete. We may deny your request if you ask us to amend information that was not created by us or is determined to be accurate and complete.
  3. You have the right to request an accounting of the disclosures which we have made of your health information. This accounting will not include disclosures that supported treatment, payment, or health care operations.
  4. You have the right to request a restriction or limitation on the health information we use or disclose about you for treatment, payment, or health care operations. aYou also have the right to request a limit on the health information we disclose about you to specific persons, such as family members or friends, who are involved in your care or in the payment of your care. We are not required to agree to your request. If we do agree, we will comply with your request unless the information is needed to provide emergency treatment to you.
  5. You have the right to request that we communicate confidentially with you about your health care in a certain way or at a certain location. For example, you can ask that we only contact you at work or by mail.
  6. To exercise any of your rights under this section, contact the Director of our company.

If you believe your privacy rights have been violated, or you need more information regarding your rights, please contact our privacy officer or the secretary of the Department of Health and Human Services. You will NOT be penalized for filing a complaint.

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