For Our Patients & Caregivers

Non-discrimination Policy

Patients are accepted for Hospice care without regard to race, color, religion, gender, age, sexual orientation, national origin, physical or mental disability, veterans status or financial status or resources.

Hospice Patient Rights and Responsibilities

As a patient, you have the right to:
  1. Be cared for by a team of professionals who provide quality hospice services as needed and appropriate for you and your family.
  2. Have a clear understanding of how to contact the Hospice team at any time, day or night.
  3. Receive services without regard to race, color, religion, sex, age (over 40), national origin, ancestry, veteran status, disability or any other legally protected characteristic.
  4. Be informed regarding your health status in order to participate in the planning of your care. Hospice will assist you and your family in identifying which services and treatments will help you attain identified goals.
  5. Be informed regarding medical treatments or services being offered to you, and to have your personal wishes regarding those treatments or services honored.
  6. Receive written information from Hospice concerning the right to make medical decisions to accept or refuse treatment.
  7. Be treated with respect and dignity for your person, family, caregivers, and property.
  8. Have your family and caregivers trained in effective ways of caring for you when self-care is no longer possible.
  9. Confidentiality with regard to information concerning your health status, as well as social, and financial circumstances. Patient information will be released only on your or your authorized representative's written authorization, or as required by law, and in accordance with the agency's privacy practices.
  10. Voice grievances concerning patient care, treatments, or respect for person or privacy without being subject to discrimination or reprisal, and have any such complaints investigated by Hospice.
  11. Be informed of any fees or charges in advance of services for which you may be liable. You have a right to access any insurance or entitlement program for which you may be eligible.

As a patient, you have the responsibility to:
  1. Actively participate with Hospice in the delivery of care you have elected to receive.
  2. Accept a visit with a member of the Hospice team as scheduled no less than every two weeks.
  3. Provide Hospice with accurate and complete health information.
  4. Remain under a doctor's care while receiving hospice services.
  5. Maintain a safe environment in which your care can be provided.

How to Register a Complaint
Those with complaints have the opportunity to discuss their complaints without coercion, discrimination, reprisal or unreasonable interruption in service.

The following procedure outlines how to register a complaint:
  1. Call Hospice of Lancaster County (295-3900) and state your concern to your Team Leader or the Inpatient Manager.
  2. You may request a home visit from a hospice supervisor to discuss your concerns.
  3. If your complaint is not resolved, call Hospice of Lancaster County at 295-3900 and ask to speak to the Vice President, Clinical Services or the Director, Quality, Compliance & Education. State that you wish to register a complaint. If the Vice President, Clinical Services or Director, Quality, Compliance & Education cannot resolve your complaint, ask to speak to the Chief Executive Officer or the President.
  4. Hospice Managerial and Administrative staff will attempt to resolve reported problems and document all related actions.
  5. If your concern is not resolved by Hospice of Lancaster County, you may contact:

    6. PA Department of Health
    Home Health Hotline: 1-800-222-0989
    (Hours of operation: Monday - Friday 8:30 a.m. - 4:30 p.m.)

    OR

    Medicare Hotline: 1-800-822-2113
    (Hours of operation: Monday - Friday 8 a.m. - 5 p.m.)

    OR

    Joint Commission on Accreditation of Healthcare Organizations
    Complaint Hotline: 1-800-994-6610
    (For unresolved patient safety or quality of care concern)


For further information, please contact
Hospice of Lancaster County at (717) 295-3900.

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Hospice of Lancaster County . 685 Good Drive . PO Box 4125 . Lancaster, PA 17604-4125 . (717) 295-3900
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