Policies & Procedures

Policies & Procedures

This page contains general information regarding your rights and responsibilities as a patient. As state and federal regulations change, there may be additions or changes to this page, as necessary. Our complete policy and procedure manual regarding your care and treatment is available on request for your viewing at our office at any time during normal business hours.

Table of Contents

Business Hours & After Hours Guidelines

Business Hours

Our business hours are Monday through Friday from 9:00 a.m. to 5:00p.m. except on company holidays. Our office phone is 888-290-2244.

After Hours Coverage

After Hours Coverage: An on call clinician is accessible after hours to address or help coordinate any pump related issues that you may experience. Please call our patient hotline 888-290-2244.

Admission Criteria

Admission to our home infusion service can only be made under the direction of a physician. Our administrative staff must contact your insurance company to verify benefits and get preauthorization, if necessary. Coverage issues may vary depending upon payor source and criteria.

  • Patient must have a telephone available to them for emergency use.
  • The home environment must be conducive to safe administration of the prescribed therapy.
  • There must be a willing, able and available caregiver to be responsible for your care between our visits. This person can be you, a family member, a friend or a paid caregiver.

Medical Records

Your medical records are maintained by our staff to document physician orders, assessments, progress notes and refills. Your records are kept strictly confidential by our staff and are protected against loss, destruction, tampering or unauthorized use. Our Notice of Privacy Practices describes how your protected health information may be used by us or disclosed to others, as well as how you may have access to this information.


We accept payment for services from most insurance companies, workers’ compensation or self pay. We bill your insurance for a daily monitoring fee, medication and for all nursing visits. Insurers may require precertification and may limit the number of visits. All eligibility requirements from insurance must be met or payment becomes the patient’s responsibility. We will inform you of all charges and methods of payment before or upon admission. If we are out of network with your insurance company, the insurance checks may come directly to your residence. If that is the case, we will give you instructions on how to send the payment.

Check Policy

When you pay by check, you are responsible for any collection fees incurred by this company if your check is dishonored or returned for any reason. The use of a check for payment is your acknowledgment and acceptance of this policy and its terms. If you have any questions regarding this process, please contact us during regular business hours.

Emergency Preparedness Plan

In the event of a natural disaster, inclement weather or emergency, we have an emergency plan to continue necessary patient services. We will make every effort to continue home care visits to our patients, including those who live in assisted living facility or adult family care home. However, the safety of our staff must be considered. When roads are too dangerous to travel, our staff will try to contact you by phone to let you know that they are unable to make your visit that day. In case of bad weather or other situations that might prevent our staff from reaching you, turn to your local radio and/or television stations. If you evacuate to another location or emergency shelter, please notify our office.

Discharge, Transfer, or Referral

Discharge, transfer or referral from this company may result from several types of situations including
the following:

  • Intrathecal pump is removed.
  • Situations that affect your welfare or the safety of our staff.
  • Patient needs exceed services that we are able to provide.
  • Patient relocates outside of our service area.
  • Failure to meet insurance guidelines.
  • Nonpayment of charges.


You will be given advance notice of a transfer to another organization or discharge except in case of an emergency. If you are referred, transferred or discharged to another organization, we will provide them with a list of your current medications and information necessary for your continued care. All transfers or discharges will be documented in your patient chart. When a discharge occurs, an assessment will be done. You will
receive an updated printout from your last refill and instructions for your next refill. We will coordinate your referral with community resources as needed.