Your rights and ways to raise a concern

Clients should be treated respectfully and without abuse, neglect, exploitation, humiliation, unnecessary restriction, or retaliation.

Care should be delivered in a way that respects privacy, personal preferences, cultural considerations, communication needs, household routines, and the client’s right to participate in decisions to the extent applicable.

Clients and authorized representatives, as applicable, should receive information about the planned services and have an opportunity to participate in care planning, raise questions, and report changes in needs.

A care plan should identify the services/tasks Eden has agreed to provide. A caregiver or nurse should not silently expand the scope into unapproved tasks because a family requests them during a visit.

Clients should receive clear information about:

• The service arrangement
• Scheduled services/hours as applicable
• Who is providing care and the worker’s role when required
• Fees/costs and payment responsibilities as applicable
• Changes to the service plan
• How to contact Eden with questions or concerns

Personal information should be handled according to applicable privacy, confidentiality, recordkeeping, and authorization requirements.

Family relationships alone do not establish permission to receive all client information. Ask Eden to clarify the authorized contacts and any representative’s role.

Eden does not discriminate in services on the basis of characteristics protected by applicable law. Requests related to communication access or reasonable accessibility should be directed to Eden for review under applicable requirements and available resources.

Clients, families, authorized representatives, and professionals should be able to raise good-faith concerns about care, scheduling, communication, billing, staff conduct, safety, or service quality without retaliation for making the complaint.

Ask how your concern will be documented, reviewed and escalated, and how you will receive a response under the applicable policy and requirements.

For non-emergency service concerns, contact Eden so the issue can be reviewed through the agency complaint/quality process.

Phone: (888) 899-5423

Email: Mail@edencareservices.com

This does not prevent a client from using an applicable state complaint process.

This complaint page is not an emergency service.

If a situation requires immediate police, fire, or emergency medical response, call 911 or the appropriate emergency service.

If there is suspected abuse, neglect, exploitation, or another protected-person safety issue, use the applicable protective-service or emergency pathway in addition to notifying Eden when appropriate.

The Website Summary Does Not Replace Required Documents

Clients may receive additional written rights, complaint procedures, notices, service agreements, privacy information, or program-specific documents before or during services. Those formal documents remain important even if similar topics are summarized on this website.

Client Rights Should Be Verifiable

Maryland Office of Health Care Quality — Residential Service Agencies

Maryland Regulations — COMAR 10.07.05 Residential Service Agencies

Pennsylvania Consumer Protections — 28 Pa. Code § 611.57

Pennsylvania Department of Health — Home Care Agencies and Registries