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TANDEM – CLIENT RIGHTS AND RESPONSIBILITIES

At Tandem Care Inc., we believe high-quality care is built on mutual respect, clear communication, and shared responsibility. Clients receiving services from Tandem Care have the following rights and responsibilities. 

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CLIENT’S RIGHTS 

DIGNITY AND RESPECT 

Clients have the right to: 

  • Receive considerate and respectful care at all times and under all circumstances, with recognition of each client’s cultural, psychosocial, spiritual, and personal values, beliefs, and preferences. 

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

  • Receive services without discrimination based on race, color, ethnicity, age, sex, sexual orientation, gender identity or expression, religion, creed, disability, or any other characteristic protected by law. 

  • Be spoken to and communicated with in a manner and language they can reasonably understand. 

  • Receive reasonable notice of changes to services within an agreed-upon timeframe, except in situations involving immediate safety concerns. 

  • Voice concerns, suggestions, or grievances without fear of retaliation. 

  • Receive a prompt response through Tandem Care’s established grievance or complaint process. 

  • Be informed within a reasonable timeframe of Tandem Care’s intent to modify, transfer, or terminate services, except when immediate safety concerns require otherwise. 

 

QUALITY OF CARE 

Clients have the right to: 

  • Receive services that are appropriate, adequate, and compliant with all applicable federal, state, and local regulations. 

  • Be cared for by qualified, competent, and properly trained personnel. 

 

CARE PLANNING AND DECISION MAKING 

Clients have the right to: 

  • Participate in the development of their care plan and decisions regarding services to be provided. 

  • Receive written information regarding their care plan, including assigned Care Aide(s), supervisory oversight, and Tandem Care’s contact information. 

 

FINANCIAL INFORMATION 

Clients have the right to: 

  • Be informed of the cost of services prior to initiation. 

  • Be notified of any changes to services, procedures, or fees as they occur. 

 

PRIVACY AND CONFIDENTIALITY 

Clients have the right to: 

  • Personal privacy and confidentiality regarding their health, social, and financial information, in accordance with applicable laws and Tandem Care policies. 

  • Access their care records maintained by Tandem Care. 

  • Receive confidential treatment of all personal and health-related records. 

 

  

CLIENT RESPONSIBILITIES 

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To support safe, effective, and respectful care delivery, clients and their representatives agree to the following responsibilities. 

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SAFE AND RESPECTFUL ENVIRONMENT 

Clients are responsible for maintaining a home environment that is reasonably safe, sanitary, and appropriate for the delivery of in-home care services. This includes, but is not limited to: 

  • Clear and unobstructed walkways, entryways, and work areas to allow caregivers to move safely throughout the home. 

  • Adequate lighting in all areas used during care visits, including hallways, bathrooms, bedrooms, and entry points. 

  • Clean, functional flooring free of excessive clutter, tripping hazards, loose rugs, cords, or unstable furniture. 

  • A sanitary living environment free from excessive filth, strong or persistent foul odors, pest infestations, biohazards, or unsafe waste accumulation. 

  • Absence of hoarding conditions that restrict safe movement, block exits, create fire hazards, or interfere with the delivery of care. 

  • Safe and secure management of pets, including ensuring pets are restrained or separated as needed during visits. 

  • Safe storage of hazardous materials, medications, sharp objects, weapons, drugs, or chemicals in a manner that does not pose a risk to staff or clients. 

  • Reasonable temperature control and ventilation to support a safe working environment. 

  • Functional utilities (electricity, running water, and plumbing) necessary to safely perform care tasks. 

  • Cooperation with reasonable safety recommendations made by Tandem Care staff to reduce risk to both clients and caregivers. 

 

Tandem Care reserves the right to assess home safety conditions and to modify, pause, or suspend services until identified safety concerns are resolved. In situations where conditions pose an immediate risk to staff or client safety, services may be discontinued without advance notice. 

 

SCOPE OF CARE AND SAFETY AUTHORITY 

Clients are responsible for: 

  • Understanding that Tandem Care provides non-medical home care services only. 

  • Acknowledging that Tandem staff may decline to perform tasks that are unsafe, outside the scope of non-medical care, inconsistent with the care plan, or contrary to company policy or training. 

  • Accepting that Tandem Care may modify, pause, or discontinue services immediately when safety concerns arise, without advance notice when necessary to protect clients or staff. 

 

COMMUNICATION AND CARE COORDINATION 

Clients are responsible for: 

  • Providing complete, accurate, and timely information regarding health status, functional abilities, living environment, and service needs. 

  • Informing Tandem Care promptly of any changes in health condition, behavior, treatment, or care needs. 

  • Notifying Tandem Care in advance if the client will not be home for a scheduled visit and requesting schedule changes through proper channels. 

  • Informing Tandem Care of any known cognitive, behavioral, or mental health conditions that may impact care delivery or staff safety, including dementia-related behaviors or aggression. 

  • Participating in the development of the care plan and following the agreed-upon plan of care. 

 

MEDICAL AND BACKUP PLANNING 

Clients are responsible for: 

  • Making arrangements for physician visits and other healthcare appointments as appropriate. 

  • Maintaining a backup plan in the event Tandem Care services are unavailable due to circumstances such as inclement weather, public health emergencies, or staffing disruptions. 

 

BOUNDARIES AND PROFESSIONAL RELATIONSHIPS 

Clients are responsible for: 

  • Refraining from offering or providing gifts, cash, tips, loans, donations, or personal favors to Tandem Care staff. 

  • Avoiding requests for services outside of scheduled visits, outside of the established care plan, or outside Tandem Care’s scope of non-medical home care services. 

  • Respecting professional boundaries and recognizing that Tandem Care staff may not engage in private employment arrangements or personal agreements with clients. 

  • Directing all requests related to scheduling, service changes, care needs, concerns, or questions through Tandem Care’s office and designated care coordination channels, rather than directly to caregivers. 

  • Refraining from soliciting, requesting, or using caregivers’ personal contact information, including personal phone numbers, email addresses, or social media accounts. 

  • Understanding that caregivers are not permitted to independently adjust schedules, agree to additional services, or make care-related commitments outside of Tandem Care’s coordination and approval. 

 

Failure to adhere to these boundaries may result in modification, suspension, or termination of services in order to protect staff, maintain care quality, and ensure appropriate oversight. 

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