Client/Patient Delivery Packet
Case Baldwin Healthcare Systems
125 S West St.
Wichita, KS 67213
(844) 292-3334
Hours: M-F 8:00-5:00
Statement of Corporate Goal
Case Baldwin Healthcare Systems’s ultimate goal is to provide access to tools that help seniors to maintain or regain their independence OR that assist the elder health caregiver in the provision of quality service. We, here at Case Baldwin Healthcare Systems believe that access to the right tools promotes a higher quality of life for each patient served.
Corporate Information
Case Baldwin Healthcare Systems is a nationwide provider of durable medical equipment. We provide therapeutic medical equipment ranging from supportive, orthopedic devices such as knee and back braces, to diabetic supplies, medical bedding, and a wide range of traditional durable medical equipment.
The Case Baldwin Healthcare Systems corporate headquarters is in Pottsboro, TX, and all development, distribution, and support are centered there. Our expertly trained and dedicated Patient Care Coordinators are the head of our care team in the field. They are responsible for educating the public on products offered, gathering information in regard to patient needs, coordinating contact between the administrative staff and the patient’s existing support structure, and customer service. Our administrative staff is second to none in their ability to help our clients/patients with whatever questions or needs that may arise from the services we provide.
Thank you for allowing us the opportunity to serve you.
Corporate Contact Information
Case Baldwin Healthcare Systems
125 S West St.
Wichita, KS 67213
Hours: Monday – Friday
8:00AM – 5:00 PM
After hours answering system available.
Emergency Planning for the Home Care Client/Patient
This section has been provided by Case Baldwin Healthcare Systems to help you plan your actions in case there is a natural disaster where you live. Many areas of the United States are prone to natural disasters like hurricanes, tornadoes, floods, and earthquakes. Every client/patient receiving care or services in the home should think about what they would do in the event of an emergency. Our goal is to help you plan so that we can try to provide you with the best, most consistent service possible during the emergency.
Know What to Expect
- If you have recently moved to this area, take the time to find out what types of natural emergencies have occurred in the past, and what types might be expected.
- Find out what, if any, time of year these emergencies are more prevalent.
- Find out when you should evacuate, and when you should not.
- Your local Red Cross, local law enforcement agencies, local news and radio stations usually provide excellent information and tips for planning.
Know Where to Go
One of the most important pieces of information you should know is the location of the closest emergency shelter. These shelters are opened to the public during voluntary and mandatory evacuation times. They are usually the safest place for you to go, other than a friend’s or relative’s home in an unaffected area.
Know What to Take with You
If you are going to a shelter, there will be restrictions on what items you can bring with you. Not all shelters have adequate storage facilities for medications requiring refrigeration.
We recommend that you call ahead and find out which shelter in your area will let you bring your medications and medical supplies, in addition, let them know if you will be using medical equipment that requires an electrical outlet.
During our planning for a natural emergency, we will contact you and deliver, if possible, at least one week’s worth of medication and supplies. Bring all your medications and supplies with you to the shelter.
Reaching Us if There Are No Phones
How do you contact us during a natural emergency if the phone lines do not work? If there is warning of the emergency, such as a hurricane watch, we will make every attempt to contact you and provide you with the number of our cellular phone. (Cellular phones frequently work even when the regular land phone lines do not.)
If you have no way to call our cellular phone, you can try to reach us by having someone you know call us from his or her cellular phone. (Many times cellular phone companies set up communication centers during natural disasters. If one is set up in your area, you can ask them to contact us.)
If the emergency was unforeseen, we will try to locate you by visiting your home, or by contacting your home nursing agency. If travel is restricted due to damage from the emergency, we will try to contact you through local law enforcement agencies.
An Ounce of Prevention...
We would much rather prepare you for an emergency ahead of time than wait until it has happened and then send you the supplies you need.
To do this, we need for you to give us as much information as possible before the emergency. We may ask you for the name and phone number of a close family member, or a close friend or neighbor.
We may ask you where you will go if an emergency occurs. Will you go to a shelter, or a relative’s home? If your doctor has instructed you to go to a hospital, which one is it?
Having the address of your evacuation site, if it is in another city, may allow us to service your therapy needs through another company.
Helpful Tips
- Get a cooler and ice or freezer gel-packs to transport your medication.
- Get all of your medication information and teaching modules together and take them with you if you evacuate.
- Pack one week’s worth of supplies in a plastic-lined box or waterproof tote bag or tote box. Make sure the seal is watertight.
- Make sure to put antibacterial soap and paper towels into your supply kit.
- If possible, get waterless hand disinfectant from Case Baldwin Healthcare Systems or from a local store. It comes in very handy if you do not have running water.
- If you are going to a friend’s or relative’s home during evacuation, leave their phone number and address with Case Baldwin Healthcare Systems and your home nursing agency.
- When you return to your home, contact your home nursing agency and Case Baldwin Healthcare Systems so we can visit and see what supplies you need.
For More information
There is much more to know about planning for and surviving during a natural emergency or disaster. To be ready for an emergency, contact your local American Red Cross or Emergency Management Services agency.
An Important Reminder!!
During any emergency situation, if you are unable to contact our company and you are in need of your prescribed medication, equipment or supplies, you must go to the nearest emergency room or other treatment facility for treatment.
Advanced Directives
You can decide in advance what medical treatment you want to receive in the event you become physically or mentally unable to communicate your wishes.
Your Rights as a Patient
All adults in hospitals, skilled nursing facilities, and health care settings have certain rights. For example, you have a right to confidentiality of your personal and medical records and to know what treatment you will receive.
You also have another right. You have the right to prepare a document called an "advance directive," In one type of advance directive, you state in advance what kind of treatment you want or do not want if you ever become mentally or physically unable to choose or communicate your wishes. In a second type, you authorize another person to make those decisions for you if you become incapacitated. Federal law requires hospitals, skilled nursing facilities, hospices, home health agencies and health maintenance organizations (HMOs) serving persons covered by either Medicare or Medicaid to give you information about advance directives and explain your legal choices in making decisions about medical care.
The law is intended to increase your control over medical treatment decisions. Be mindful, however, that state laws governing advance directives do differ. The health care provider is required to give to you information about the laws with respect to advance directives for the state in which the provider is located. If you reside in another state, you may wish to gather information about your state laws from another source such as the office of the state attorney general.
What is an Advance Directive?
Generally, an advance directive is a written document you prepare stating how you want medical decisions made if you lose the ability to make decisions for yourself. The two most commonly prepared advance directives are:
- a "Living Will"; and
- a "Durable Power of Attorney for Health Care."
The value of an advance directive is that it allows you to state your choices for health care or to name someone to make those choices for you, if you become unable to make decisions about your medical treatment. In short, an advance directive ensures your right to accept or refuse medical care. You can say "yes" to treatment you want, or "no" to treatment you don't want.
Living Will
A living will generally states the kind of medical care you want (or do not want) if you become unable to make your own decision. It is called a living will because it takes effect while you are still living. Most states have their own living will forms, each somewhat different. It may also be possible to complete and sign a preprinted living will form available in your own community, draw up your own form, or simply write a statement of your preferences for treatment. You may also wish to speak to an attorney or your physician to be certain you have completed the living will in a way that your wishes will be understood by your physician and to be certain you have completed the living will in a way that your wishes will be understood and followed.
Durable Power of Attorney for Health Care
In many states, a durable power of attorney for health care is a signed, dated, and witnessed paper naming another person, such as a husband, wife, daughter, son, or close friend, as your authorized spokesperson to make medical decisions for you if you should become unable to make them for yourself. You can also include instructions about any treatment you want to avoid. Some states have specific laws allowing a health care power of attorney, and provide printed forms.
Which is Better? A Living Will or a Durable Power of Attorney for Health Care
In some states, laws may make it better to have one or the other. It may also be possible to have both, or to combine them in a single document that describes treatment choices in a variety of situations (ask your doctor about these) and names someone (called your "agent" or "proxy") to make decisions for you, should you be unable to make decisions for yourself.
The law on honoring an advance directive from one state to another is unclear. However, because an advance directive specifies your wishes regarding medical care, it may be honored wherever you are, if you make it known that you have an advance directive. But if you spend a great deal of time in a state other than your home state, you may wish to consider having your advance directive meet the laws of both states, as much as possible.
Advance Directives are not Required and may be Canceled at any Time
You do not have to prepare an advance directive if you do not want one. If you do prepare one, you have the right to change or cancel it at any time. Any change or cancellation should be written, signed, and dated in accordance with state law, and copies should be given to your doctor, or to others to whom you may have given copies of the original. In addition, some states allow you to change an advance directive by oral statement.
If you wish to cancel an advance directive while you are in the hospital, you should notify your doctor, your family, and others who may need to know. Even without a change in writing, your wishes stated in person directly to your doctor generally carry more weight than a living will or durable power of attorney, as long as you can decide for yourself and can communicate your wishes. But be sure to state your wishes clearly and be sure that they are understood.
Make sure that someone, such as your lawyer or a family member, knows that you have an advance directive and knows where it is located. You might also consider the following:
- If you have a durable power of attorney, give a copy or the original to your agent or proxy.
- Ask your physician to make your advance directive part of your permanent medical record.
- Keep a copy of your advance directive in a safe place where it can be found easily, if it is needed.
- Keep a small card in your purse or wallet stating that you have an advance directive, where it is located and who your agent or proxy is, if you have named one.
Who Should Prepare an Advance Directive?
You may want to consider preparing an advance directive if:
- You want your physician or other health care provider to know the kind of medical care you want or don't want if you become incapacitated.
- You want to relieve your family and friends of the responsibility, for making decisions regarding life-prolonging actions.
Additional Information
If you need help in preparing an advance directive, or if you would like more information, you may want to contact a lawyer, a nearby hospital, hospice or long-term care facility, or your state attorney general’s office.
Information Provided by: U.S. Department of Health and Human Services Health Care Financing Administration Publication No. HCFA 02175 1995
Client/Patient Grievance/Complaint Policy
Case Baldwin Healthcare Systems will provide all clients/patients with written information listing a telephone number, contact person, and the Company’s process for receiving, investigating, and resolving complaints about its services. This information is included in the Client/Patient Service Agreement form and includes the phone number for registering a complaint with the Company’s accrediting body.
The following procedure details the steps to be taken when a client/patient grievance or complaint is received:
After receiving the concern, the Customer Service Supervisor will take the following steps:
- Contact the person making the concern, if contact has not already been established.
- Record information regarding the concern on the Complaint Log.
- Date
- Time
- Description of concern (If equipment-related injury was involved, refer to Product Incident Procedure)
- Name of individuals or description of product involved, and lot numbers (if applicable)
- Determine what actions the caller feels should be initiated regarding the concern.
- Arrange for the replacement of defective items if the concern involves a product.
- Speak with involved employees as appropriate.
- Attempt to resolve the concern to the client/patient’s satisfaction.
- Report status of activities to client/patient within two business days following receipt of concern.
- Each concern will be logged on the Complaint Log. All completed Complaint Forms are to be kept in a Complaint Log at the Location.
When a concern cannot be resolved within five (5) business days in the above-stated manner, the Complaint Form should be forwarded to the President. The President will review the Complaint Form and collect additional data as required for the resolution of the concern, and will respond to the concern within three (3) business days after the receipt of the Complaint Form.
Any concern received after normal working hours by the on-call personnel will be resolved before the next working day, if possible. If not, the concern will be reported to the Customer Service Supervisor after receipt or the following morning. All concerns will be logged on the On-Call Log Form and be written up as soon as possible on the Complaint Form. All concerns will be reviewed at the next QI meeting and reported to the Board of Directors quarterly.
Confidentiality of Client/Patient Information
It is the policy of Case Baldwin Healthcare Systems that all information concerning client/patient service or services shall be treated confidentially. Each client/patient will receive at start of service a HIPAA Notice of Privacy Practices, which describes how we may use and disclose Protected Health Information (PHI).
1. Staff members will provide written information to clients/patients, and will discuss confidentiality of information with clients/patients, as included in the Patient Rights & Responsibilities and Notice of Privacy Practices, during initial set-up.
2. Staff members will discuss client/patient-related information with Company personnel only on a need-to-know basis. Accessibility to a client/patient’s record is to be limited to Case Baldwin Healthcare Systems staff including contracted organizations and billing personnel. At time of set-up, each client/patient or that client/patient’s legal representation will sign HIPAA authorization forms, allowing Case Baldwin Healthcare Systems to obtain PHI from and release PHI to involved physician(s), and other organizations or individuals involved in that client/patient’s care. In order to release a client/patient’s PHI to any other entity, a Protected Health Information Privacy Agreement signed by the client/patient or that client/patient’s legal representative must first be obtained.
3. All Case Baldwin Healthcare Systems staff members will receive training in confidentiality of client/patient information at time of orientation, and this training will be noted on each employee’s orientation training form. This form will be placed in the employee’s personnel record. The employee will be required to sign a Standards of Conduct agreement requiring that all confidential information, including passwords and any information received or transmitted by computer, to remain confidential. All FAX transmissions of PHI require a cover sheet stating the confidentiality of the information to be transmitted.