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Patient's Rights and Responsibilities
CUSTOMER RIGHTS
You have the right to:
You are responsible for:
Our Standards
Below is a list of regulations followed by De La Torre Orthotics and Prosthetics to ensure that all CMS (Center for Medicare and Medicaid Services) supplier standards are met.
De La Torre Orthotics and Prosthetics operates its business and furnishes Medicare-covered items in compliance with all applicable Federal and State licensure and regulatory
requirements.
As a provider of services for your insurance carrier, De La Torre Orthotics and Prosthetics has supplied them with complete and accurate information on our company. Should any changes occur regarding the credentials of De La Torre Orthotics and Prosthetics, or any of its practitioners, the Center for Medicare and Medicaid Services will be notified within 30 days of the change.
De La Torre Orthotics and Prosthetics fills orders, fabricates, or fits items from its own inventory. We also contract with other companies for the purchase of items necessary to fill the orders. Should your insurance carrier request copies of contracts or other documentation showing compliance with these standards, they will be supplied with the information. We will only contract with companies that have not been excluded from the Medicare program, any State health care program, or from any other Federal Government Executive Branch procurement or non-procurement program or activity.
De La Torre Orthotics and Prosthetics will not charge the beneficiary or the Medicare program for the repair or replacement of Medicare covered items or for services covered under warranty (See your warranty form). We will provide upon request documentation that we have provided beneficiaries with information about Medicare items covered under warranty. This will be in the form of a copy of the signed notice you received. If you did not receive a copy of the warranty, please contact the practice administrator at (412) 599-1112.
De La Torre Orthotics and Prosthetics has a centralized facility where all our business records, including our delivery, maintenance, and beneficiary communication records are securely stored.
De La Torre Orthotics and Prosthetics permits The Center for Medicare and Medicaid Services, or its agent to conduct onsite inspections to achieve compliance with requirements.De La Torre Orthotics and Prosthetics offices are accessible during reasonable business hours to beneficiaries and to the Center for Medicare and Medicaid Services. All offices have a visible sign as well as posted hours of operation.
We have a locally available primary business telephone number listed under De La Torre Orthotics and Prosthetics, Inc., as well as a toll free number for our beneficiaries that are out of the range of the local number. Information is supplied to beneficiaries at the time of delivery of items on how to contact us by phone.
De La Torre Orthotics and Prosthetics maintains a comprehensive liability insurance policy that covers both our place of business, as well as our customers and employees.
Our Vision
CUSTOMIZING SERVICES TO IMPACT THE MEDICAL COMMUNITY
Forty years ago, De La Torre Orthotics and Prosthetics was built on this foundation. We know that every patient and provider requires our complete dedication to understanding his or her
specific needs. Every day and in every way, we strive to make a positive impact on those we serve
Our Values
WE DO THE RIGHT THING BY:
Medicare Information
De La Torre Orthotics and Prosthetics will not contact a beneficiary by telephone when supplying a Medicarecovered item unless one of the following applies:
De La Torre Orthotics and Prosthetics will answer questions and respond to complaints a beneficiary has about the Medicare-covered item that was received.
Beneficiaries with Medicare questions will be referred to the appropriate carrier. We will also maintain documentation of contacts with beneficiaries regarding complaints or questions.
De La Torre Orthotics and Prosthetics will accept returns from beneficiaries if the particular item is not of full quality or is inappropriate for the beneficiary at the time it was fitted and sold.
De La Torre Orthotics and Prosthetics discloses our standards to each beneficiary to whom we have supplied a Medicare-covered item.
De La Torre Orthotics and Prosthetics will disclose to the government any persons having ownership, financial, or control interest in the supplier.
Upon request, De La Torre Orthotics and Prosthetics provides HCFA with any information required by the Medicare statute and implementing regulations.
Customer Complaints
Patients have the right to complain regarding any problem he or she may have with our facility. If any patient feels that his or her rights have been violated, they are entitled to know
the following:
967-9145. If our customer service representative cannot resolve the issue, it will automatically be referred to the appropriate manager.
De La Torre Orthotics and Prosthetics maintains information on site of any complaint received.
This includes:
You have the right to:
- Be treated fairly with consideration and respect.
- Request and receive a detailed explanation of your bill for products and services.
- Be allowed reasonable participation in decisions regarding your orthopedic and prosthetic services.
- Be communicated with in a way that you can understand.
- Refuse equipment or services and accept full responsibility for that refusal.
- Choose your provider of orthotic or prosthetic services.
- Receive our assistance in transferring your services to another provider.
- Receive orthotic or prosthetic services in a timely manner, appropriate for your needs.
- Be assured confidentiality, to review your records, and to approve or refuse the release of records.
- Have competent and qualified people carry out the services for which they are responsible.
- Voice your complaints and recommend change in policies and services.
- Be given reasonable notice of discontinuation of services.
You are responsible for:
- Providing accurate and complete information to the best of your ability.
- Following the plan of care or service recommended.
- Paying the replacement costs of any orthotic or prosthetic device that is damaged, destroyed, or lost.
- Making sure that you understand the orthotic or prosthetic device and services being provided.
- Advising De La Torre Orthotics and Prosthetics of any changes in your status, such as address, medical condition, insurance coverage, etc.
Our Standards
Below is a list of regulations followed by De La Torre Orthotics and Prosthetics to ensure that all CMS (Center for Medicare and Medicaid Services) supplier standards are met.
De La Torre Orthotics and Prosthetics operates its business and furnishes Medicare-covered items in compliance with all applicable Federal and State licensure and regulatory
requirements.
As a provider of services for your insurance carrier, De La Torre Orthotics and Prosthetics has supplied them with complete and accurate information on our company. Should any changes occur regarding the credentials of De La Torre Orthotics and Prosthetics, or any of its practitioners, the Center for Medicare and Medicaid Services will be notified within 30 days of the change.
De La Torre Orthotics and Prosthetics fills orders, fabricates, or fits items from its own inventory. We also contract with other companies for the purchase of items necessary to fill the orders. Should your insurance carrier request copies of contracts or other documentation showing compliance with these standards, they will be supplied with the information. We will only contract with companies that have not been excluded from the Medicare program, any State health care program, or from any other Federal Government Executive Branch procurement or non-procurement program or activity.
De La Torre Orthotics and Prosthetics will not charge the beneficiary or the Medicare program for the repair or replacement of Medicare covered items or for services covered under warranty (See your warranty form). We will provide upon request documentation that we have provided beneficiaries with information about Medicare items covered under warranty. This will be in the form of a copy of the signed notice you received. If you did not receive a copy of the warranty, please contact the practice administrator at (412) 599-1112.
De La Torre Orthotics and Prosthetics has a centralized facility where all our business records, including our delivery, maintenance, and beneficiary communication records are securely stored.
De La Torre Orthotics and Prosthetics permits The Center for Medicare and Medicaid Services, or its agent to conduct onsite inspections to achieve compliance with requirements.De La Torre Orthotics and Prosthetics offices are accessible during reasonable business hours to beneficiaries and to the Center for Medicare and Medicaid Services. All offices have a visible sign as well as posted hours of operation.
We have a locally available primary business telephone number listed under De La Torre Orthotics and Prosthetics, Inc., as well as a toll free number for our beneficiaries that are out of the range of the local number. Information is supplied to beneficiaries at the time of delivery of items on how to contact us by phone.
De La Torre Orthotics and Prosthetics maintains a comprehensive liability insurance policy that covers both our place of business, as well as our customers and employees.
Our Vision
CUSTOMIZING SERVICES TO IMPACT THE MEDICAL COMMUNITY
Forty years ago, De La Torre Orthotics and Prosthetics was built on this foundation. We know that every patient and provider requires our complete dedication to understanding his or her
specific needs. Every day and in every way, we strive to make a positive impact on those we serve
Our Values
WE DO THE RIGHT THING BY:
- Serving others with compassion and respect
- Conducting ourselves with integrity in every situation
- Working together as a team, committed to excellence
- Encouraging a spirit of creativity
- Taking pride in our work
Medicare Information
De La Torre Orthotics and Prosthetics will not contact a beneficiary by telephone when supplying a Medicarecovered item unless one of the following applies:
- The individual has given written permission to us to contact them by telephone concerning the furnishing of a Medicare covered item.
- De La Torre Orthotics and Prosthetics has furnished a Medicare-covered item to the individual and we are contacting the patient to coordinate the delivery of the item.
- If the contact concerns the furnishing of a Medicarecovered item other than a covered item already furnished to the individual, we had to furnish at least one covered item to the patient during the 15-month period preceding the date on which we make such contact.
De La Torre Orthotics and Prosthetics will answer questions and respond to complaints a beneficiary has about the Medicare-covered item that was received.
Beneficiaries with Medicare questions will be referred to the appropriate carrier. We will also maintain documentation of contacts with beneficiaries regarding complaints or questions.
De La Torre Orthotics and Prosthetics will accept returns from beneficiaries if the particular item is not of full quality or is inappropriate for the beneficiary at the time it was fitted and sold.
De La Torre Orthotics and Prosthetics discloses our standards to each beneficiary to whom we have supplied a Medicare-covered item.
De La Torre Orthotics and Prosthetics will disclose to the government any persons having ownership, financial, or control interest in the supplier.
Upon request, De La Torre Orthotics and Prosthetics provides HCFA with any information required by the Medicare statute and implementing regulations.
Customer Complaints
Patients have the right to complain regarding any problem he or she may have with our facility. If any patient feels that his or her rights have been violated, they are entitled to know
the following:
- Patients may complain directly to our facility as well as to the Secretary of Health and Human Services (HHS).
- How to file a complaint with the covered entity.
- That a patient will not be retaliated against for filing any complaint.
967-9145. If our customer service representative cannot resolve the issue, it will automatically be referred to the appropriate manager.
De La Torre Orthotics and Prosthetics maintains information on site of any complaint received.
This includes:
- All telephone complaints.
- The name, address, telephone number, and health insurance claim number of the beneficiary.
- A summary of the complaint, the date it was received, the name of the person receiving the complaint, and a summary of actions taken to resolve the complaint.
- If an investigation was not conducted, the name of the person making the decision and the reason for the decision.
