Client rights and grievances

Sunshine HomeCare Colorado serves clients in their homes throughout Colorado. Office staff work remotely. The Lakewood address is for mail only. This page explains rights that Colorado’s home care agency rules describe, and how to file a grievance. The rules are in 6 CCR 1011-1, Chapter 26, including the consumer rights and complaint sections. The official text controls if this page and the rule ever differ.

6 CCR 1011-1 Chapter 26 on the Colorado Secretary of State site (opens in a new tab)

Your rights

You, or your authorized representative, can use these rights without retaliation. Within one business day of the start of services, the agency gives a notice of rights in a way you can understand, and tells you how to reach the person who takes complaints.

• Be told your rights in a way that works for you.
• Receive care without the agency conditioning that care, or discriminating, because of personal, cultural, or ethnic preference, disability, or whether you have an advance directive.
• Have your person and property treated with respect.
• Be free from neglect, financial exploitation, and verbal, physical, and psychological abuse, including humiliation, intimidation, or punishment.
• Be free from involuntary confinement and from physical or chemical restraints, as those terms are used in the state health-facility rules.
• Be served by staff who are trained and competent for their duties.
• Ask for the full name, license status, staff position, and employer of a person who is supplying, staffing, or supervising your care.
• Be told in advance about the care, who will provide it, how often, how it will be delivered, and any change, so you can give informed consent.
• Help plan the care and changes to the care, and get instruction about the plan.
• Refuse a service, within the law, and be told what may happen if you refuse. Take part in research only if you agree in writing.
• Refuse a change from in-person care to telehealth. If you refuse telehealth, in-person service continues.
• Receive prompt care that follows the care plan.
• Keep your records, communications, and personal information confidential.
• Be told, before a change, about billing or payment changes that affect you.
• Complain out loud or in writing about care that was provided, care that was not provided, or a lack of respect for you or your property.
• Be told about the state contact for home care complaints, and use it for care you received or did not receive.

The agency does not take power of attorney or guardianship over a client in exchange for services, and it does not require a client to sign checks or property over to the agency for future services.

What we ask of clients

Chapter 26 states consumer rights. It does not publish a matching list of client duties. These are the practical points this agency asks, so the authorized plan can be followed.

• Give a way to reach you, and tell us if that way changes.
• Tell us when you want to refuse a task or change the plan, so the visit can match it.
• Treat attendants and office staff with respect, and keep the home safe enough for the visit.
• Do not ask staff to do tasks that are not on the authorized service plan.
• Do not send medical details, a Medicaid ID, or a signature by ordinary email. Call, or use the secure form when it is connected.

How to file a grievance with us

1. Tell us by phone at (720) 595-4418, by email at care@sunshinecolorado.com, by mail to 8425 W Colfax Ave, Suite B, Lakewood, CO 80215, or with the complaint form. You may leave your name off that form. Phone and email hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Mountain Time.
2. We look into complaints about services that were provided or not provided, and about a lack of respect for a person or their property by someone working for the agency.
3. We write down the complaint, the look into it, and how it was resolved.
4. We tell the person who complained what we found and what we will do about it.
5. We do not punish someone for complaining, including for complaining more than once.
6. We keep a separate complaint record for at least two years. It is available for a state inspection.

Do not put medical details in the website complaint form. If the concern is health information, call us. Calling 911 is the right step in an emergency. This grievance process is not emergency care.

Colorado Department of Public Health and Environment

Health First Colorado and HCPF

Privacy of the concern

Privacy questions go to Sunshine HomeCare Colorado, 8425 W Colfax Ave, Suite B, Lakewood, CO 80215. Call (720) 595-4418 during Monday–Friday, 9:00 a.m.–5:00 p.m. Mountain Time, or email care@sunshinecolorado.com. That address is for mail only. Office staff work remotely. There is no office to visit.

Health information we already have is described in the Notice of Privacy Practices.

This page is provided for general information and does not create a contract.