Healthcare Ethics

Client/Patient Bill of Rights

For Patients Receiving Home Durable Medical Equipment from RLN Enterprises, Inc.

At RLN Enterprises, Inc., we are dedicated to providing high-quality care and durable medical equipment while respecting the dignity and rights of every patient. Below is a summary of your rights as a valued client of our services.

As a Patient, You Have the Right To:

• Be Treated with Respect: Receive care in a respectful, considerate, and dignified manner—without discrimination, in accordance with your physician’s orders.
• Participate in Your Care: Be informed about your health condition, treatment options, and expected outcomes. You have the right to participate in developing your treatment plan and to accept or refuse any part of your care.
• Privacy & Confidentiality: Have all personal and health information, including your medical records and Protected Health Information (PHI), kept confidential and handled according to privacy laws.
• Understand How Your Information Is Used: Be informed about our policies regarding the use and disclosure of your clinical and medical records.
• Voice Concerns or Appeal Decisions: Speak up if you feel your rights have been denied, and appeal any decisions that are not in your best interest.
• Submit a Complaint or Grievance: File a complaint if you are dissatisfied with the care or services provided. All grievances will be investigated promptly and thoroughly.
• Choose or Change Providers: Select the durable medical equipment (DME) provider of your choice or request discharge from our services at any time.
• Identify Staff Members: Be able to identify visiting staff members through proper identification and credentials.
• Understand Service Coverage & Limitations: Be informed in advance about the scope of services we provide and any limitations or changes in coverage due to third-party payers or financial responsibility.
• Know About Financial Relationships: Be notified if we refer you to an organization in which we have a financial interest.
• Receive Equipment Training: Be trained in the safe and proper use, maintenance, and infection control of the equipment provided to you.
• Request Repairs or Replacement: Request repair or replacement of equipment, when eligible under your plan or provider agreement.
• Informed Refusal: Be educated about the possible consequences of refusing care or treatment.

If you have any questions about your rights, our services, or our policies, please don’t hesitate to contact our team. We are here to support your safety, independence, and peace of mind.

Notice of Privacy Practices

RLN Enterprises Inc.
Effective Date: April 14, 2003

This notice describes how your medical information may be used and disclosed, and how you can access it. Please read it carefully.

For questions, contact our Privacy Team at info@wmsupply.com or call (585) 227-8750 x141.

Your Privacy Matters

At RLN Enterprises Inc., we are committed to protecting your personal health information (PHI). This notice explains how we may use and share your PHI for treatment, payment, healthcare operations, and other legally permitted purposes.

PHI includes any information that identifies you and relates to your health status or the care you receive.
We are required by law to follow the terms of this notice and will apply updates to all PHI we maintain. You can request the most current version at any time.

Understanding Your Health Information

Each time you receive care from a healthcare provider, a medical record is created. This record is used to:

• Plan and deliver your care
• Communicate among healthcare professionals
• Document your treatment
• Verify billing and insurance claims
• Train healthcare staff
• Support research and public health
• Improve services and quality of care
• Inform operational and facility planning

By understanding your record, you can:

• Ensure its accuracy
• Know who has access to your information
• Make informed decisions about how your PHI is shared

Your Rights Regarding Your Health Information

You have the right to:

• Request restrictions on certain uses or disclosures
• Obtain a paper copy of this notice upon request
• Inspect and receive a copy of your health record
• Request amendments to your health information
• Receive a list of certain disclosures we have made
• Request communications through alternative methods or at alternative locations
• Revoke previously given authorizations for disclosures (with some exceptions)

Our Responsibilities

RLN Enterprises Inc. is required by law to:

• Maintain the privacy of your health information
• Provide this notice outlining our privacy practices
• Comply with the terms of this notice
• Notify you if we cannot honor a requested restriction
• Accommodate reasonable requests for alternative communication methods

We will not use or disclose your PHI without your written authorization, except as described in this notice.

How We Use and Disclose Your Health Information

Treatment

We use your PHI to provide and coordinate care. For example, your symptoms and treatments may be shared among healthcare professionals involved in your care.

Payment

We use and disclose PHI to bill for services and receive payment. For example, we may send necessary information to your insurance company for reimbursement.

Healthcare Operations

We use your PHI to improve our services and ensure high-quality care. For example, internal teams may review cases for quality assurance.

Additional Disclosures May Include:

• Business Associates: Third-party services such as billing and IT support are bound by privacy agreements to protect your PHI.
• Family & Personal Representatives: With professional judgment, we may share relevant information with family or others involved in your care.
• Research: PHI may be used in approved research projects that include proper privacy protections.
• Funeral Directors: Necessary information may be shared to assist in carrying out lawful duties.
• Health Oversight & Legal Requirements: We may disclose PHI to public health authorities, government agencies, or when required by law or court order.

Questions or Complaints?

If you have concerns about your privacy rights or believe they have been violated:

Call our Privacy Team: (585) 227-8750 x141
Email: info@wmsupply.com
Or contact the U.S. Department of Health and Human Services

You will not be penalized or retaliated against for filing a complaint.

Medicare DMEPOS Supplier Standards

Effective Dates: May 4, 2009 & October 1, 2009
Abbreviated Summary per 42 C.F.R. § 424.57(c)

To maintain Medicare billing privileges, all DMEPOS (Durable Medical Equipment, Prosthetics, Orthotics, and Supplies) suppliers must comply with the following federal supplier standards.

Note: This is an abbreviated version. The full standards are available at ecfr.gov.

Standards All Medicare DMEPOS Suppliers Must Meet:

1. Licensure & Regulations: Comply with all applicable federal and state licensing and regulatory requirements. Licensed services cannot be subcontracted.
2. Accurate Application Info: Submit complete and accurate information on the DMEPOS supplier application. Report changes to the National Supplier Clearinghouse within 30 days.
3. Authorized Signature: An individual with binding authority must sign the application.
4. Inventory Management: Fill orders from your own inventory or contract with compliant companies. You may not use excluded entities.
5. Purchase/Rental Options: Inform beneficiaries of their right to rent or purchase equipment, including capped rental items.
6. Warranties: Notify beneficiaries of warranties and repair or replace covered items at no charge while under warranty.
7. Physical Location Requirements: Maintain a physical site that:
• Is accessible to the public
• Is at least 200 sq. ft.
• Is staffed during posted hours
• Stores patient records securely
8. Site Inspections: Allow CMS or its agents to inspect your facility during business hours.
9. Telephone Accessibility: Maintain a listed primary business telephone number. Cell phones, beepers, or voicemail-only systems are not permitted during business hours.
10. Liability Insurance: Maintain liability insurance of at least $300,000 covering the facility, employees, and customers. Manufacturers must include product liability coverage.
11. No Unsolicited Contact: Do not initiate phone contact with Medicare beneficiaries except in limited, permitted situations.
12. Delivery & Instruction: Deliver equipment, train patients on proper use, and maintain proof of delivery.
13. Customer Service: Respond to beneficiary questions and complaints, and document all interactions.
14. Rental Repairs: Maintain and repair Medicare-rented items at no charge to the beneficiary.
15. Returns & Exchanges: Accept returns of substandard or unsuitable equipment at no cost to the beneficiary.
16. Disclosure of Standards: Provide a copy of these supplier standards to every Medicare beneficiary receiving a covered item.
17. Ownership Disclosure: Disclose to the government all individuals with ownership or controlling interest.
18. Supplier Number Restrictions: Do not sell, transfer, or allow another entity to use your Medicare supplier number.
19. Complaint Resolution Protocol: Maintain a system for logging and resolving complaints related to these standards.
20. Complaint Documentation: Keep records that include:
• Beneficiary name, address, phone, and claim number
• Summary of the complaint
• Actions taken
21. Provide Information to CMS: Furnish any information requested by CMS under Medicare rules and regulations.
22. Accreditation Requirement: Be accredited by a CMS-approved organization for the specific products/services you bill.
23. New Location Notification: Notify your accreditation body when opening a new location.
24. Separate Accreditation for All Locations: All locations (owned or subcontracted) must meet DMEPOS quality standards and be separately accredited.
25. Product/Service Disclosure: Disclose all products and services during enrollment, including new product lines.
26. Surety Bond Requirement: Meet surety bond requirements per 42 C.F.R. § 424.57(c).
27. Oxygen Suppliers: Obtain oxygen from a state-licensed oxygen provider.
28. Documentation of Orders: Maintain ordering and referring documentation in accordance with 42 C.F.R. § 424.516(f).
29. Location Sharing Prohibited: Do not share a practice location with certain other Medicare providers or suppliers.
30. Minimum Business Hours: Remain open to the public for at least 30 hours per week, with limited exceptions.

Want a copy of these standards?

You may download the full version at CMS.gov or request one from our staff.