Home Care Consumer Protection Policy

An editable Home Care Consumer Protection Policy for non-medical home care agencies in the United States. It puts your agency's client-facing consumer rules in one written policy: clear service agreements, honest rates and fees, deposits and refunds, the client's right to cancel, ending services, complaints, caregiver disclosures, privacy, money and honest marketing.

What's included (14 pages, editable Word .docx, US Letter):

• 13-page policy, plus a 1-page Agency Instructions page you remove before use
• Document control table (policy no., revision, effective and review dates, approved by)
• 1. Policy statement
• 2. Purpose and scope
• 3. Definitions (table of key terms)
• 4. Procedures, in 14 parts:
• 4.1 Written service agreement before services start
• 4.2 Rate and fee disclosure, and notice of changes
• 4.3 Deposits and prepaid services
• 4.4 Billing, billing questions and refunds
• 4.5 The client's right to cancel the agreement
• 4.6 Visit cancellations and ending services by the client
• 4.7 Ending services by the Agency
• 4.8 Complaints: timelines and escalation (with a fill-in timeline table)
• 4.9 Caregiver screening, training and supervision disclosures
• 4.10 Hiring an Agency caregiver directly (fair direct-hire terms)
• 4.11 Privacy of client information
• 4.12 No financial exploitation
• 4.13 Honest marketing and sales
• 4.14 Recordkeeping
• 5. State-varies notes (landscape table with a [State] row for you to complete)
• 6. Responsibility
• 7. Related forms
• 8. Client Acknowledgment (one-page form with a checklist and signature lines)

Who it's for:

Owners, administrators, supervisors and office staff of private-duty, non-medical home care agencies, start-up agencies building their policy manual, and consultants who support them.

How to customize:

1. Open the file in Microsoft Word and use Home > Replace > Replace All to change [Agency Name], [City] and [State]. Replace All also updates the page header.
2. Fill in the blank lines: notice days, refund days, complaint response times, training hours and the document control table.
3. Complete the [State] row in section 5 with the rules that apply to you.
4. Section and policy numbers cross-reference a companion Policy and Procedure Manual (sold separately); edit them to match your own manual.
5. Delete the Agency Instructions page, add your logo if you want one, and save your master copy.

This is a customizable template, not legal advice, and it does not create an attorney–client relationship. Laws and licensing rules differ by state and change over time; check every part against [State] law and have qualified counsel review it before you adopt it. No guarantee is made that using this template meets any federal, state or local law, licensing rule, survey or payer requirement. It is not state-approved and is for non-medical home care only.