Patient Rights & Responsibilities

As a patient or customer of Collins Pharmacy, Inc. — operating as Collins Medical Equipment, Collins Accessibility Solutions and Collins Medical Solutions — you have the rights and responsibilities described below. These rights apply equally across all three divisions, whatever service you are receiving and whoever is paying for it.

Your rights

Dignified, respectful service

Considerate service from all Collins staff regardless of your condition, your equipment needs, or the type of service you are receiving.

Non-discrimination

Service without discrimination based on race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, or source of payment.

Language access

Information in a language you understand. Spanish documents and interpreters are available free of charge on request.

Privacy and confidentiality

Confidentiality of all records under HIPAA. Our Notice of Privacy Practices explains how your information is used. Collins Pharmacy, Inc. and its three operating divisions are a single covered entity under HIPAA, so your information may be shared among them for treatment, payment and operations.

Access to your records

You may inspect and obtain copies of your records. Send a written request to Chris Collins, Compliance Officer, 1526 Barnum Avenue, Suite 1, Bridgeport, CT 06610.

Charges and billing information

You will receive charge information and an estimate of what you will owe before service. Itemized bills are available on request. For accessibility installation work, a written estimate is provided before any contract is signed.

Informed decisions

Ask questions about equipment, services, installations, their purpose, how to use them, and what the alternatives are — and receive honest answers.

Refuse service

You may refuse or discontinue service at any time. We will explain the consequences and record your decision.

Continuity of service

Reasonable continuity of care. You will be told promptly of any change to your service.

Know your delivery or installation timeframe

You will be told the expected delivery or installation timeframe before or at the time of order. For accessibility installations, start and completion dates are specified in your installation contract as Connecticut law requires.

Cancellation rights on home improvement work

For home improvement contracts — stairlifts, ramps, home modifications — you have a three business day right to cancel under Connecticut law. Your cancellation deadline is set out in your installation contract and in the Notice of Cancellation attached to it.

File complaints without retaliation

You may raise concerns without any fear of retaliation. See our complaints page for the full process.

Contact our accreditor, Medicare, or the State

You may contact The Compliance Team at (888) 291-5353, Medicare at 1-800-MEDICARE, or the Connecticut Department of Consumer Protection at (860) 713-6100 for home improvement matters.

Your responsibilities

Our service works best when we work together. These are the things we ask of you.

Give us accurate information

Complete information about your health, insurance, contact details and physician — and tell us promptly when anything changes.

Tell us about physician changes

Let us know if your prescriber changes or retires, so your prescription stays current.

Tell us when you no longer need equipment

So that rental billing can stop and collection can be arranged. For capped-rental Medicare equipment this matters particularly, to avoid continued billing.

Use equipment as instructed

Use your equipment and any installed accessibility features as they were demonstrated to you. Call (203) 576-8642 with any question — there is no such thing as a silly one.

Report problems promptly

Tell us about failures, damage or safety concerns straight away. Please do not attempt repairs yourself; doing so may void the warranty and compromise your safety.

Look after rental equipment

Rental equipment remains our property. You are responsible for reasonable care; misuse or loss may result in charges.

Pay your portion

Co-payments, deductibles and non-covered amounts. For home improvement work, deposits and progress payments as set out in your contract. Please ask about financial hardship options if you need to.

Keep insurance information current

Tell us when your coverage changes, so that claims can be submitted correctly.

Take part in coordinating your care

Delivery appointments, installations, site evaluations and follow-up calls. Let us know if you need to reschedule.

Follow safety guidelines

Follow the safety instructions provided with your equipment or installation, and tell us about any condition in your home that could affect safe use.

Non-discrimination and language services

Collins Pharmacy, Inc. complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. We do not exclude people or treat them differently for any of those reasons.

We provide free aids and services to people with disabilities to communicate effectively with us, and free language services to people whose primary language is not English — including written information in Spanish and interpreters. If you need any of these, call (203) 576-8642 and ask.

If you believe we have failed to provide these services or discriminated in any way, you may raise it with Chris Collins, Compliance Officer, on (203) 576-8642 or chris@collinsmedical.net. You may also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, at ocrportal.hhs.gov or (800) 368-1019 (TDD 800-537-7697).