1. Consumer Control & the Independent Living Philosophy

2. Clients Bill of Rights  Before receiving services from Sunny Days In-Home Care, clients (or their family members) will be given a copy of the clients bill of rights.  Clients have the right to:  Receive a listing of services provided, and specific services provided to them  Ongoing participation in development of their Plan of Care  Be treated with courtesy, respect, privacy, and freedom from abuse and discrimination  Expect properly trained staff and coordinated services  Expect privacy of their personal information and confidentiality of health records  Refuse treatment or service  Be informed of Advanced Directives, and Sunny Days has the responsibility to implement them  Submit complaints without fear of retaliation  Expect an itemized billing statement semi-monthly  Access the Health’s Registry of Providers to select any licensed provider for their care

3. Client Submitting Complaints  Process:  Call or write administrative staffs  Complaint will be reviewed, and a plan of correction made and implemented  Client informed of plan of correction, the implementation and outcome of the plan  If complaint is not handled adequately, client may call the Pennsylvania State Toll Free Hot-Line for registering complaints from 8AM to 4PM, Monday through Friday

4. Patient Responsibilities  The client receiving services has the responsibility to:  Provide accurate and complete information about medications and treatment  Provide information regarding unexpected changes of personal clinical or medical conditions  Keep physician appointments and be present for appointments with nursing supervisor, clinicians, therapists, or delivery personnel  Follow the treatment plan established by the primary physician (if treatment is refused, client is responsible for own actions)  Care for equipment as instructed and return equipment in good condition  Treat all Sunny Days personnel with courtesy and respect

5. Patient Responsibilities Continued…  The client receiving services has the responsibility to notify Sunny Days In-Home Care:  Regarding a change in address, phone number, insurance coverage, or primary physician  If admitted to the hospital, nursing or other facility  Of any problems or dissatisfaction with care  With any advanced directives (living will, power of attorney)  Regarding changes in scheduling and/or hours of coverage  Regarding concerns/problems experienced by agency staff