Client Rights & Responsibilities · Home Care with 24 Hour Home Care NJ

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Being cared for at home is deeply personal. When 24 Hour Home Care NJ places a Certified Home Health Aide in your loved one’s home, we accept the trust that comes with that access. This page states the rights every client has under our care and the responsibilities that make the relationship work.

Effective Date: 2026-07-23 · Last Updated: 2026-07-23

Your Rights as a Client

1. Right to Dignity and Respect

You will be treated with dignity, respect, and full consideration of your privacy at every interaction — whether at the initial in-home assessment, during a caregiver shift, in a billing conversation, or on the phone with Sofia. Personal preferences (how you like your tea, the way you want to be addressed, cultural or religious observances, quiet time, music preferences) are recorded in your care plan and honored.

2. Right to Know Who Is Caring for You

Before any caregiver enters your home for a shift you did not schedule directly with Sofia, you have the right to know their name, their certification, their background check status, and their scheduled hours. Sofia introduces every new caregiver by name and provides the CHHA certification number on request.

3. Right to Participate in Your Care Plan

You participate in every care decision. The initial Registered Nurse assessment is a conversation, not a form to sign. You can adjust the plan at any time by calling Sofia — for a change in medication timing, an added task like meal prep, a shift in hours, or a preference around specific caregivers. Every change is documented and communicated to the CHHA on your team.

4. Right to Refuse Care or a Caregiver

You can decline any specific caregiver, any specific task, or any specific service at any time without giving a reason. Refusal does not end your case — Sofia works with you to find an alternative. The only limit: if refusal of care creates an immediate safety risk, Sofia will explain the risk and document your informed choice.

5. Right to Privacy and Confidentiality

Your Protected Health Information (PHI) is safeguarded under our HIPAA policy. Caregivers receive only the minimum necessary information to perform care — they do not see full medical history, billing, or other clients’ data. Photos are never taken without your explicit consent.

6. Right to Clear, Written Financial Information

Before care begins, you receive a written service agreement listing the hourly rate, the shift structure, cancellation policy, holiday premium (if any), invoice cadence, and payment methods accepted. Rates do not change mid-engagement without a signed written amendment. If long-term care insurance is being coordinated on your behalf, you receive a copy of every claim submitted.

7. Right to Communicate Freely

You have unlimited direct access to Sofia by phone, email, or the family portal. There is no gatekeeper. Family members you authorize on the intake form have the same access. If English is not your primary language, we provide free interpreter services in 240+ languages under our Section 1557 policy.

8. Right to Be Free from Abuse, Neglect, and Exploitation

You have the right to receive care free from any form of verbal, physical, sexual, or financial abuse; from neglect; and from exploitation. Any concern — no matter how small — is investigated by Sofia within 24 hours of report. We are mandated reporters under N.J.S.A. 52:27D-406 and we do not retaliate against anyone who raises a concern.

9. Right to File a Grievance Without Retaliation

You can file a complaint about any aspect of care through our grievance procedure without any effect on your service. Sofia acknowledges every grievance within 3 business days and resolves it within 60. You may also file a complaint with the New Jersey Division of Consumer Affairs at any point.

10. Right to End Services

You can end services at any time, for any reason, by calling Sofia. The service agreement includes the notice period. If you need to end care immediately for safety or personal reasons, we honor that request and coordinate the transition — no cancellation penalty and no pressure to reconsider.

11. Right to Advance Directive Honoring

If your loved one has an advance directive, a POLST form, a Do Not Resuscitate order, or a designated Health Care Representative, these documents are attached to the care plan and honored by every caregiver on the team. Caregivers are trained on advance directive protocols and Sofia reviews them at intake.

12. Right to a Copy of These Rights

You receive a printed copy of Client Rights & Responsibilities at intake and this page is publicly available on our website 24/7. Translations in your preferred language are provided within 3 business days on request at no charge.

Your Responsibilities as a Client

The relationship works both ways. To help us provide excellent care, we ask that you:

• Share accurate information. Tell us about medications, allergies, medical conditions, mobility limits, and household details that affect safe caregiving.
• Communicate changes. Let Sofia know when medications change, when there is a hospital visit, when a new diagnosis is added, or when family circumstances shift.
• Provide a safe environment. Working smoke detectors, unlocked exits, a well-lit path, and disclosure of any home hazards keep both your loved one and the caregiver safe.
• Treat caregivers with respect. Just as we commit to treating you with respect, we ask the same for the CHHAs in your home.
• Follow the payment schedule. Invoices are due per the service agreement. If a payment issue arises, call Sofia early — we have options.
• Give feedback. Direct feedback is the fastest way to make care better. Tell us what is working, what is not, and what you want changed.
• Provide access. Ensure the caregiver can enter for the scheduled shift — key, code, or presence of a family member.

How to Exercise Any of Your Rights

You never need a lawyer or a formal document. Every right on this page is invoked by a single phone call:

External Advocacy Resources

You can also reach independent advocacy at:

• NJ Division of Consumer Affairs — regulator for Health Care Service Firms in New Jersey. Phone: (973) 504-4636. Web: njconsumeraffairs.gov.
• NJ Long-Term Care Ombudsman — independent advocate for people receiving long-term care in NJ. Phone: 1-877-582-6995. Web: state.nj.us/ooie.
• Adult Protective Services (NJ) — for reporting abuse, neglect, or exploitation of vulnerable adults. Phone: 1-800-792-6228.

One Call to Sofia — Any Right Question, Answered

Effective Date: 2026-07-23 · Client Advocate: Sofia Elmer, RN · Contact: (908) 912-6342 · sofia@24hourhomecarenj.com