Client Guides
New Client Welcome Packet
Our mission, office hours, billing, feedback, privacy, infection control and emergency preparedness.
New Client Welcome Packet
Welcome To Our Family
We are honored that you have chosen us as your home care provider. We know this is a difficult and personal decision.
Our Mission — To provide the same heartfelt care that we would expect for our own family members – consistently delivered with compassion and professionalism.
Our Vision — To provide our clients and their families with calming peace of mind, knowing that their loved ones are attentively cared for in the safety and comfort of their own home.
Our Care Standards
- Compassion
- Safety
- Courtesy
- Communication
Hours of Operation
Open 24 Hours / 7 Days a Week
Phone: 281-406-6882 · WhatsApp: 281 406 6882
Email: Goldengrace.office@gmail.com
Business address: 1341 Cozy Cove Lane, Suite A, Lawrenceville, GA
If there is a medical emergency in the home, call 911 and then notify the office. Our services are non-medical.
Patient and Client Bill of Rights
As a consumer of home care and services, you are entitled to notification of the following rights orally and in writing. You have the right to exercise the following rights without retribution or retaliation from agency staff:
- Be informed of the full name, licensure status, staff position and employer of all persons supplying, staffing, or supervising the care and services you receive.
- Be informed and participate in planning care and services and receive care and services from staff who are properly trained and competent to perform their duties.
- To receive care and services from the agency without discrimination based upon personal, cultural, or ethnic preference, disabilities or whether you have formulated an advance directive.
- To reasonable continuity of care
- To be advised in advance of any change in the plan of care before the change is made.
- Be assured of the confidentiality of all your records, communications, and personal information and to be informed of the agency's policies and procedures regarding disclosure of clinical information and records.
- To review all health records pertaining to the patient or client unless medically contraindicated in the record by a physician, nurse practitioner, clinical nurse specialist, or physician assistant.
- Be referred to another agency if the client is denied support care services for any reason.
- Express complaints verbally or in writing about services or care that is or is not furnished, or about the lack of respect for your person or property by anyone who is furnishing services on behalf of the agency.
- Be informed of policies and charges for supportive care services before receiving care. Each client shall be informed of the extent to which payment could be required from the client.
- Have you and your property to be treated with respect and be free from neglect, financial exploitation, verbal, physical and psychological abuse including humiliation, intimidation, or punishment.
- Be free from involuntary confinement, and from physical or chemical restraints.
- Authorize a representative to exercise your rights as a consumer of home care.
- Refuse treatment within the confines of the law and be informed of the consequences of such action.
If you believe your rights have been violated, you may contact the agency directly using the contact details on our Contact page.
Accounting
Billing
- 24/7 Services are invoiced weekly.
- All other services are invoiced every 2 weeks.
- Payment is due upon receipt.
- Payment shall be made via credit card, Zelle or ACH Withdrawal
- All services provided by Golden Grace Health Care LLC are private pay – they are not covered by Medicare, Medicaid, or other health care insurance.
- Long Term Care (LTC) Insurance may cover some of our services. If you have LTC Insurance, you are still responsible for payment. We will provide your insurance carrier with the necessary documentation so you may be reimbursed.
- Workers Compensation Insurance may cover some of our services. If you are currently collecting WCI, you are still responsible for payment. We will provide the WCI provider with the necessary documentation so you may be reimbursed.
Rate Changes
- If the agency is implementing a scheduled rate change, the agency shall provide a written notice to each affected consumer at least 30 days before implementation.
- The Agency shall advise the consumer of any individual changes orally and in writing as soon as possible, but no later than five (5) business days from the date that the Agency becomes aware of a change.
General — Golden Grace Health Care LLC and its employees shall not assume power of attorney or guardianship over a consumer utilizing the services of the Agency, require a consumer to endorse checks over to the Agency or require a consumer to execute or assign a loan, advance, financial interest, mortgage, or other property in exchange for future service.
Providing Feedback
We want to hear from you! The only way we can improve is if you tell us how we are doing, the good and the bad. Call our office if you have questions or concerns about the care you, or your loved one is receiving.
Complaints/Grievances — Each consumer is given information about his or her rights to receive Home Care services. Consumers are encouraged to make suggestions for improving care and/or register complaints to Agency personnel without fear of retribution, discrimination, retaliation, or unreasonable interruption of care.
Our client and/or their authorized representative has the right to express complaints verbally or in writing about services or care that is or is not furnished, or about the lack of respect for the consumer’s person or property by anyone who is furnishing services on behalf of the Agency.
Golden Grace Health Care LLC will investigate complaints made by any consumer or others about services or care that is or is not furnished, or about the lack of respect for the consumer’s person or property by anyone furnishing services on behalf of the Agency. The Agency will document the existence, the investigation, and the resolution of the complaint. The Agency shall notify the complainant of the results of the investigation and the Agency’s plan to resolve any issue identified. The designated individual to respond to and take action to resolve complaints is the Agency Manager.
HIPAA and Confidentiality Statement
The privacy of all medical records and other individually identifiable health information must be always protected. Information relating to a patient's health care history, diagnosis, condition, treatment, or evaluation shall be considered individually identifiable health information. Confidentiality of this health information must be always maintained and may only be disclosed with the express written consent of the patient.
Protect individually identifiable health information. Golden Grace Health Care LLC employees shall not publish or otherwise make generally available any information or data that identifies a patient for purposes other than treatment, payment, or other health care operations, without his or her express written consent. This does not restrict the internal use of such information or data that is required in the performance of the scope of work that the agency has been engaged to perform for a client. Golden Grace Health Care LLC also maintains physical, electronic, and procedural safeguards to protect individually identifiable health information.
Ensure that health information is not used for non-health purposes. Patient information can be used or disclosed only for purposes of treatment, payment, and health care operations. Health information cannot be used for purposes not related to health care without explicit authorization from the patient.
Maintain health information in a manner to protect confidentiality. All individually identifiable health information shall be maintained by Golden Grace Health Care LLC in a confidential manner that prevents unauthorized use and disclosure to third parties.
Notice of Information and Privacy Practice — Our Responsibilities
- Provide our clients with notice as to our legal duties and privacy practices with respect to information we collect and maintain about them and will abide by the terms of HIPAA regulations.
- Post any new notices in our Policy and Procedure Manual. We reserve the right to change our practices and to make the new provision effective for all protected health information we maintain. If our information practices change, we will inform all clients and employees.
- Use client health information for treatment. Information obtained by the assessment professional will be recorded and used to determine the course of treatment. That information will only be used by the healthcare professionals for treatment or care.
- Use client health information for payment. The information will be utilized to obtain payment for services provided. Bills will be sent to third party payers and information about treatment may be requested to accompany the bill.
- Use health information as necessary to provide quality assurance.
Infection Control
Standard Blood and Body Fluid Precautions or Standard Precautions will be used in all clients' care. Additionally, clients and caregivers, as appropriate, will be instructed regarding Standard Precautions. Specifically, for COVID-19 and other pandemics, when such infections reach a pandemic situation more stringent precautions will be implemented to ensure the safety of our staff, clients, and families.
When client and or caregiver are not known to have an infection during a pandemic
- Caregivers will be instructed to wear a surgical mask.
- Caregivers will be instructed to use hand sanitizer before and after touching the client.
- Caregivers will use sanitary wipes to clean all surfaces they come in contact with during the shift.
If the client is known to have any virus, including but not limited to COVID 19 or one that has turned into a pandemic
- Client will be asked to provide appropriate protective equipment, hand sanitizer, and cleaning supplies.
- Clients will be required to wear an appropriate mask or respirator.
- Caregivers will be asked to use appropriate masks or respirators when in the presence of the client.
- Caregivers must be trained to use the respirator appropriately and sign off on training that was given to them.
- Face shields will be used if appropriate and if available.
- Caregiver will be instructed to use hand sanitizers and gloves before and after touching the client. Caregiver will dispose of the gloves after each contact with the client then use hand sanitizer.
- Caregiver will use sanitary wipes to clean all surfaces they come in contact with during the shift.
- Caregiver will be advised to wash their clothing as soon as they get home.
- Caregivers will follow CDC recommendations on exposure to a virus such as COVID-19.
Emergency Preparedness Policy
In the event of a natural disaster (tornado, flood, blizzard, fire, etc.) or other disaster, threat and/or act of terrorism, man-made emergency, or any other unforeseen circumstance that could hinder our plan of service and/or endanger the safety and security of our client and/or caregiver, Golden Grace Health Care LLC will execute the following plan of response.
For our Caregivers: Caregivers have been instructed to immediately notify the office via phone or email and report the situation and their conditions of safety and security.
For our Clients: In the case of community disasters (which includes serious weather conditions) Golden Grace Health Care LLC will be monitoring and logging the reports from each location. Should the office not receive a report within a reasonable time from a caregiver, a call will be placed to that client’s home or to the caregiver’s cell phone (if available). The purpose of this call is to make sure client is safe and secure. If conditions prevent a staff member from serving a client, a reasonable effort will be made to provide a caregiver for the client. If the conditions are widespread, efforts will be made to serve clients with the greatest need, first.