Client Rights & Responsibilities

At Neheilis Senior Care, Ltd., we believe every client has the right to dignity, respect, independence, and active participation in their plan of care. Our mission is to deliver compassionate, high-quality home care services while honoring each individual’s preferences, culture, and personal values.

To ensure these rights are upheld, a Care Coordinator or Registered Nurse will review the Client Rights & Responsibilities document with each client (and/or their legal representative) prior to initiating services. The client or designated Power of Attorney/guardian will acknowledge receipt of this document in the Client Service Agreement and will be provided a copy for their records.

Access to care at Neheilis Senior Care, Ltd. is provided without discrimination.

Client Rights

Anyone with questions, concerns, or complaints regarding Client Rights and Responsibilities has the right to contact Neheilis Senior Care, Ltd. management at:

📧 info@neheiliscare.ca
📞 403-681-5654

All concerns will be addressed promptly, fairly, and confidentially—without fear of interference, coercion, retaliation, or discrimination. Clients will be contacted within 72 hours regarding their concern and informed of resolution steps.

As a client of Neheilis Senior Care, Ltd., you have the right to:

1. Quality & Legal Compliance

  • Receive safe, appropriate, and professional care in accordance with all applicable federal, state, and local laws and regulations.

2. Non-Discrimination

  • Receive services without discrimination based on race, color, religion, gender, sexual orientation, age, disability, national origin, or any other protected status.

3. Freedom from Abuse

  • Be free from mental, verbal, sexual, and physical abuse, neglect, exploitation, or mistreatment.

4. Dignity & Respect

  • Be treated with courtesy, consideration, and full respect for your individuality, autonomy, culture, language, and personal preferences.

5. Clear Communication

  • Receive clear, understandable information regarding services, care plans, policies, and billing.

6. Participation in Care Planning

  • Participate in assessments, development of your care plan, reassessments, and any revisions.
  • Designate a family member or representative to participate in care discussions and planning.

7. Knowledge of Care Providers

  • Know the name and role of individuals providing your care.

8. Access to Support

  • Contact Neheilis Senior Care, Ltd. 24 hours a day, 7 days a week regarding care concerns.

9. Privacy & Confidentiality

  • Expect confidentiality of personal, medical, and financial records in accordance with HIPAA and applicable laws.
  • Request information about policies governing record disclosures.

10. Written Notice of Services

  • Be informed in writing of:
    • Planned frequency of visits
    • Changes in the plan of care
    • Payment sources and any financial obligations

11. Billing Transparency

  • Receive fully itemized billing statements upon request, including service dates and charges.

12. Refusal or Withdrawal of Services

Accept, refuse, or discontinue services at any time (subject to service agreement terms).

13. Representation

  • Appoint a legal representative if unable to make decisions independently.

14. Accessibility

  • Request accessibility accommodations in accordance with applicable disability access laws.

15. Coordinated Care

  • Receive assistance coordinating multiple home and community care services, when applicable.

Client Responsibilities

To help us provide safe and effective care, clients are expected to:

  1. Provide informed consent before services begin.
  2. Provide complete and accurate health information, including illnesses, medications, allergies, hospitalizations, and other relevant conditions.
  3. Notify Neheilis Senior Care, Ltd. in advance if a scheduled visit must be canceled or rescheduled (as outlined in the Service Agreement).
  4. Treat caregivers and staff with respect and without discrimination, harassment, or abusive behavior.
  5. Cooperate with care providers and ask questions when instructions are unclear.
  6. Participate actively in care planning.
  7. Follow the agreed-upon care plan.
  8. Use the company’s formal complaint process when concerns arise.
  9. Refrain from smoking during caregiver visits.
  10. Provide a safe working environment for care providers.
  11. Secure pets during visits to ensure caregiver safety.