Privacy and Client Rights

Notice of Privacy Practices

Effective October 26, 2026

This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.

This notice applies to protected health information maintained by Complex Home Care Solution, Ltd in providing and coordinating home care services. Protected health information includes identifying information about your health, services, and payment. Our Class B services are non-medical personal care, companionship, and homemaker support. We do not currently provide private nursing or IV therapy.

Your privacy rights

• Access your records. You may request to inspect or receive a paper or electronic copy of health and billing information we maintain about you, subject to limited legal exceptions. We normally respond within 30 days. If a legally permitted extension is needed, we will explain the reason and expected date in writing. A reasonable, cost-based copying fee may apply, as allowed by law.
• Request a correction. Ask us to amend information you believe is inaccurate or incomplete. If we deny your request, we will explain the reason in writing, normally within 60 days, and explain your right to submit a statement of disagreement. We will notify you of any permitted extension.
• Request confidential communication. Ask us to contact you at a different address or by a particular method. We will accommodate reasonable requests.
• Request limits. You may ask us to restrict information used or shared for treatment, payment, or health care operations. We do not have to agree to every request. We must honor a request not to disclose information to your health plan for payment or operations when it concerns a service paid out of pocket in full, unless disclosure is required by law.
• Request an accounting. You may request a list of certain disclosures made during the previous six years. Disclosures for treatment, payment, operations, and other legally excluded categories are not included. One accounting in a 12-month period is free; we will explain any permitted charge for additional requests before proceeding.
• Receive this notice. You may request a paper copy at any time, even if you previously accepted an electronic copy.
• Use an authorized representative. A person with appropriate legal authority may exercise your rights. We verify that authority and follow applicable legal limits.
• Make a complaint without retaliation. You may contact our Administrator or the U.S. Department of Health and Human Services Office for Civil Rights using the information below. You will not be penalized for exercising your privacy rights.

How information may be used and shared

Care and coordination: We may use information to plan and provide your services and coordinate with professionals involved in your care. For example, relevant information may be shared with your case manager or treating provider to coordinate your service plan.

Payment: We may use and disclose information to determine coverage, obtain authorizations, submit claims, and receive payment. For example, required service information may be sent to Medicaid or another payer.

Agency operations: We may use information to schedule and manage services, review quality, train staff, investigate complaints, and meet administrative and compliance responsibilities. Staff access is limited according to their responsibilities. Contractors handling protected information on our behalf must be subject to applicable privacy protections and business associate requirements.

Other legally permitted or required disclosures: Subject to the conditions and safeguards in applicable law, information may be disclosed for public health activities, reporting abuse or neglect, preventing a serious and imminent threat, health oversight, workers’ compensation, legally authorized law enforcement or government functions, court or administrative proceedings, approved research, organ donation, or to a coroner, medical examiner, or funeral director. We also disclose information when required by law, including to HHS for compliance review. A request or subpoena does not automatically authorize disclosure; applicable legal requirements must be satisfied.

Your choices and written permission

You may tell us whether to share relevant information with family, friends, or others involved in your care or payment, or for disaster relief. If you cannot express a preference, disclosure may occur when permitted by law and determined to be in your best interests. Only information relevant to that involvement is shared.

Uses and disclosures not described in this notice require your written authorization unless otherwise permitted or required by law. Uses requiring authorization include marketing, sale of protected health information, and most disclosures of psychotherapy notes, subject to legal exceptions. You may revoke an authorization in writing at any time; revocation does not undo actions already taken in reliance on it. If we send fundraising communications, you may opt out of future fundraising contact.

Additional protection for sensitive records

Where Colorado or other applicable law provides greater confidentiality protections, those protections control. Records subject to additional restrictions, including certain mental health, HIV-related, genetic, or substance use disorder records, will be used or disclosed only with the consent or other legal authority required for those records.

If we receive substance use disorder records protected by 42 CFR Part 2, we will not use or disclose those records in civil, criminal, administrative, or legislative investigations or proceedings against you without your written consent or a qualifying court order and subpoena. If such records are used for fundraising, you will receive clear advance notice and a choice about receiving those communications. Information disclosed to a recipient may be redisclosed and may no longer be protected by HIPAA, although other confidentiality laws may still apply.

Our responsibilities

We are required to protect the privacy and security of protected health information, provide this notice, and follow the notice currently in effect. We must notify affected individuals of a breach of unsecured protected health information as required by law. Our confidentiality policy requires employees and contractors to protect client information, use information needed for their work, and report suspected privacy concerns for investigation.

We may revise this notice and apply the revised terms to information already held and information received later, as permitted by law. The current notice will be available on this website, in our office, and on request.

Privacy contact: Administrator, Complex Home Care Solution, Ltd, 7200 E. Hampden Ave, Suite 101, Denver, CO 80224. Call (303) 953-2309 or email [email protected] to request assistance. Please do not include sensitive medical details in ordinary email.

Client rights and respectful care

Our agency policies recognize your right to:

• Receive information about your rights and services in a way you can understand, with effective communication.
• Be treated with dignity and respect for your person, property, privacy, and choices.
• Be free from abuse, neglect, exploitation, intimidation, humiliation, punishment, and improper restraint or confinement.
• Know the identity, role, employer, and applicable qualifications of personnel providing services, and receive services from appropriately trained staff.
• Participate in planning your services, receive information about service types, frequency, changes, and charges, and refuse services after consequences are explained.
• Receive information about advance directives and exercise your choices without discrimination.
• Have your records and personal communications kept confidential, subject to lawful disclosures.
• Use an authorized representative and raise concerns or complaints without retaliation.

Nondiscrimination and communication assistance

Our agency policy prohibits discrimination in services and employment based on race, color, national origin, ancestry, creed, religion, age, sex, disability, marital status, sexual orientation, or other protected status. Our policy also addresses discrimination based on diagnosis, infectious disease, HIV status, and advance-directive choices.

Contact the Administrator, our designated Civil Rights Coordinator or designee, at (303) 953-2309 to discuss language assistance, disability-related communication needs, or an accessible copy of this information. Please tell us the assistance or format you need. Service availability, eligibility, authorized benefits, and the agreed service plan are discussed individually.

Questions and complaints

You may make a complaint verbally or in writing. Our agency documents and investigates concerns, keeps clients informed, and prohibits retaliation. You do not have to complain to us before contacting a government agency.

• Agency Administrator: (303) 953-2309; [email protected]; 7200 E. Hampden Ave, Suite 101, Denver, CO 80224.
• Colorado Department of Public Health and Environment: Home care concerns may be reported to the Health Facilities and EMS Division at (303) 692-2910 or (800) 842-8826. Visit CDPHE health facilities complaints.
• HIPAA privacy complaints: Visit HHS Office for Civil Rights — HIPAA complaints, or write to U.S. Department of Health and Human Services, Office for Civil Rights, 200 Independence Avenue SW, Washington, DC 20201.
• Civil rights complaints: Visit HHS Office for Civil Rights — civil rights complaints or call (800) 368-1019 (TDD: (800) 537-7697).

Website privacy and safe communication

This website offers general service information, inquiry forms, and employment inquiries. Information you choose to submit can include your name, contact details, inquiry text, and application or résumé information. We use these submissions to respond to inquiries and handle service or employment requests. Website and form services are provided through HighLevel/LeadConnector, which processes submissions for the agency.

Website hosting and external resources, such as fonts and media, may process technical information including IP address, browser information, and requested pages to deliver the site. Your browser may allow you to limit cookies or other storage. Links to external websites are subject to those organizations’ privacy practices.

Ordinary website forms and email are not a substitute for an approved confidential records-transfer process. Do not include sensitive medical or identification information. Call us to arrange an appropriate communication method. Submitting a general inquiry is not a blanket authorization to disclose your health records.

For questions about information submitted through this website or to request access, correction, or deletion where applicable, contact the Administrator using the details above. Legal, clinical, employment, and record-retention obligations may limit deletion. The health-information rights described in the Notice of Privacy Practices apply to protected health information.