Client Rights

Your Rights

• Receive this notice before services begin.
• Be treated with dignity, respect, and without unlawful discrimination, abuse, neglect, exploitation, coercion, or retaliation.
• Know your services, providers, charges, and any material changes before care begins.
• Participate in your plan of care, ask questions, and get clear answers.
• Receive the information needed to give informed consent to care.
• Accept or refuse any service and withdraw your consent at any time.
• Receive services only from qualified personnel acting within their lawful scope.
• Confidentiality of your information — see our Privacy Policy.
• Access your records as permitted by law.
• Receive information about advance directives and other legally recognized healthcare directives.
• Receive notice of the reasons for any transfer or discharge.
• File a complaint, or contact a government authority directly, without retaliation or reduced service.

If You're 60 or Older

Clients age 60 or older have additional rights under Chapter 102 of the Texas Human Resources Code, including rights relating to dignity, privacy, participation in care, access to records, freedom from abuse, neglect, and exploitation, and the right to complain without reprisal.

Advance Directives

You have the right to create or revoke an advance directive or other legally recognized healthcare directive applicable to your care.

In Texas, this includes documents such as a Medical Power of Attorney, Directive to Physicians (Living Will), and Out-of-Hospital Do-Not-Resuscitate Order.

NurseMe will provide information about advance directives as required by applicable law and will honor valid directives within the scope of services we provide.

Charges

Charges for your services are described in your Client Agreement. NurseMe provides private-pay services only. NurseMe does not bill health insurance, Medicare, Medicaid, or other third-party payers for services provided.

You may independently seek reimbursement from an insurance provider or other payer if permitted by your plan. NurseMe does not guarantee reimbursement and is not responsible for submitting claims or obtaining payment from third-party payers.

Emergencies

Call 911 immediately for any emergency or immediate danger. NurseMe is not an emergency service.

After-Hours Assistance

Outside NurseMe's business hours, contact your physician or an urgent care provider for non-emergency needs. For emergencies, see Emergencies.

STEAR Registry

If a disaster may affect your safety and you could need evacuation assistance, you can register with the State of Texas Emergency Assistance Registry (STEAR), a state program connecting at-risk individuals with local emergency responders.

Abuse, Neglect, or Exploitation

If NurseMe has cause to believe a client has been abused, neglected, or exploited by NurseMe personnel, NurseMe will report the information to the Texas Department of Family and Protective Services within 24 hours, as required by applicable law. You may report concerns to NurseMe (see Complaints) or directly to Texas Adult Protective Services 1-800-252-5400.

Your Responsibilities

• Be at least 18 years old and book services for yourself.
• Provide accurate information and notify NurseMe of material changes to your care.
• Provide a reasonably safe environment for services.
• Treat NurseMe personnel respectfully.
• Pay the agreed charges.
• Call 911, not NurseMe, during an emergency.

Complaints

A complaint against NurseMe may be directed to NurseMe through the app or via complaints@nurseme.care. NurseMe will acknowledge complaints within 2 business days and provide resolution or a status update within 14 business days.

You may also file a complaint directly with:

Texas Health and Human Services Commission
Complaint and Incident Intake
P.O. Box 149030
Austin, TX 78714-9030
1-800-458-9858

You are not required to contact NurseMe before contacting HHSC.