• To be treated with respect for your property and person, with courtesy and privacy, and to be free from mental or physical abuse, neglect or exploitation of any kind. To receive services regardless of race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle and to have your property treated with dignity and respect.
• To be fully informed about and encouraged to participate in planning your care. To be given information necessary to make informed decisions about care and treatment plans.  To receive information in a way that you and your family can understand.  To be referred to another provider organization in the event that RiverStone Health is unable to meet your needs or you are dissatisfied with the care you receive.
• To refuse treatment and be informed of potential medical risks, consequences and/or benefits.
• To be fully informed of the payment source for services and supplies furnished by RiverStone Health Home Care Services. To be informed of all charges for which you are responsible.  To be informed of any change in payment source or coverage as soon as possible, but no later than 30 days from the date that we become aware of the change.
• To be informed regarding any beneficial relationships between RiverStone Health Home Care Services and referring agencies.
• To be informed of the names and professional qualifications of the disciplines that will furnish care, proposed frequency of visits in the care plan, changes in the care plan, and when and why care will be discontinued. To get given instructions for continuing care needs when services are discontinued.  To participate in selection of options or referral to other organizations if indicated by your need for continued care.
• To voice grievances regarding treatment, care or respect for property that is or fails to be furnished by RiverStone Health Home Care Services without reprisal for doing so. To receive an investigation of complaints and a documented response from RiverStone Health Home Care Services regarding investigation and resolution of the grievance.
• To receive information regarding our policy on Advance Directives including a description of applicable State Law and how such rights are implemented. To receive service without regard to whether or not an Advance Directive is in place.
• To be assured of confidential treatment of clinical records and private health information.  To be permitted to approve or refuse release of information except in the case of your transfer to another health agency or as required by third-party payment contract.
• To receive an explanation of OASIS Data collection and reporting of OASIS information including the purpose for which the OASIS data is collected, the right to refuse to answer a specific question and the right to see, review and request changes on the assessment.
• To access the state Hotline (1.800.762.4618) at any time to ask questions or file complaints about RiverStone Home Care Services.

• To notify us of changes in your condition, treatment, medications, changes in your advanced directives, scheduled visit times or your location.
• To follow the plan of care and carry out mutually agreed upon responsibilities to the best of your ability.
• To participate in a timely face to face encounter (in person visit) with the physician (or NPP), if applicable for services to continue.
• To maintain a safe environment in which care can be provided. To not smoke during staff visits.
• To ensure any weapons in the home are unloaded and secured in a locked area or removed from the premises.
• To follow instructions on storage and use of supplies and equipment. Failure to do so may result in responsibility for replacement supplies or equipment due to improper storage, use or loss.
• To notify us immediately of any change in Medicare, Medicaid or insurance coverage. Failure to do so may result in delay of visits or discharge from services.
• To treat RiverStone Health Home Care Services staff with respect and courtesy.
• To advise us of any problems or dissatisfaction with services provided. In the event questions or concerns arise specific to our services, you or those listed on the family list have the right to contact the following individuals, in the order listed, to voice such concerns:Susan Barton, Senior Director, Home Care and Hospice Services – 406.651.6500
  John Felton, President & CEO – 406.247.3200
  Dr. Tanya Hamilton, Medical Director, Home Care and Hospice Services – 406.651.6500

By law, the state maintains a hotline to receive complaints or questions about home health agencies. The number in Montana is 1.800.762.4618.  This line is answered in person 8 A.M. to 12 P.M. and 1 P.M. to 3:30 P.M. Monday through Friday.  You may leave a message after hours and on holidays.

You may also contact the Community Health Accreditation Program (CHAP) with any questions, complaints, or concerns at 1.800.656.9656 and leave a message, 24 hours a day, 7 days a week.