Patient Rights & Responsibilities

BlueBay Mobility Inc is committed to providing you with high-quality, patient-centered mobility services. These rights apply to all individuals receiving Complex Rehab Technology (CRT) evaluations, custom wheelchair and seating services, power mobility setup, equipment rental, and repair services from BlueBay Mobility Inc.

1. Right to Dignity and Respect

You have the right to be treated with dignity, respect, and courtesy at all times — regardless of your age, race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, disability status, or financial circumstances.

2. Right to Receive Information

You have the right to receive clear, complete, and timely information about:

• The equipment or services being recommended for you
• Alternative equipment options available
• The expected benefits and any known limitations of recommended equipment
• Delivery timelines, setup procedures, and follow-up processes
• Fees, insurance coverage, and your financial responsibility before services are provided
• Contact information for reaching BlueBay Mobility staff with questions or concerns

3. Right to Participate in Your Care Plan

You have the right to actively participate in decisions about your equipment and care. This includes the right to ask questions, express preferences, and have your input considered in the equipment selection and fitting process.

4. Right to Refuse Equipment or Services

You have the right to refuse recommended equipment or services. We will inform you of the potential consequences of refusal and document your decision in your record. Refusal will not result in punitive treatment or denial of other services to which you are entitled.

5. Right to Privacy and Confidentiality

You have the right to have your personal and health information kept private. We collect and use your information only as described in our Notice of Privacy Practices (HIPAA) and Privacy Policy. Your records are protected under federal HIPAA law and California state privacy law.

6. Right to Access Your Records

You have the right to inspect and request copies of records we maintain about you. Requests should be submitted to our Privacy Officer in writing at info@bluebaymobility.com. We will respond within 30 days as required by law.

7. Right to Safe and Appropriate Equipment

You have the right to receive equipment that is:

• Appropriate for your diagnosed condition and functional needs
• Clean, properly sanitized, and in safe working condition
• Set up, fitted, and adjusted by knowledgeable staff
• Accompanied by clear instructions for safe use and maintenance
• Covered by applicable manufacturer warranties

8. Right to Timely Service and Follow-Up

You have the right to timely responses to your service inquiries, repair requests, and follow-up needs. We are committed to clear communication about timelines and will notify you promptly if delays occur.

9. Right to Voice Concerns and File a Grievance

You have the right to express concerns, dissatisfaction, or complaints without fear of retaliation. We take all feedback seriously and have a formal grievance process to ensure your concerns are addressed promptly and fairly. See our Complaint and Grievance Procedure for full details.

10. Right to Non-Discrimination

You have the right to receive services without discrimination on the basis of race, color, national origin, age, disability, sex, religion, sexual orientation, gender identity, or any other characteristic protected by federal or California law, including Section 504 of the Rehabilitation Act, Title VI of the Civil Rights Act, and the Affordable Care Act Section 1557.

11. Right to an Interpreter or Communication Assistance

If you have a primary language other than English or a communication disability, you have the right to receive language assistance or communication support at no additional charge. Please notify us of your needs at the time of your first contact.

12. Right to Know Our Accreditation Status

You have the right to know the accreditation status of BlueBay Mobility Inc and to contact our accrediting organization with concerns. Upon request, we will provide information about our current accreditation status and how to reach our accrediting body.

1. Provide Accurate and Complete Information

Please share accurate and complete information about your diagnosis, functional needs, living environment, prior equipment history, insurance coverage, and any other information relevant to your evaluation and equipment selection.

2. Cooperate with the Evaluation and Fitting Process

Please actively participate in evaluations, fittings, and training sessions. If your OT or PT is involved in your evaluation, please communicate openly with all team members.

3. Use Equipment as Directed

Please use your equipment only as instructed and for its intended purpose. Do not make modifications to custom-configured equipment without consulting us first. Unauthorized modifications may void warranties and compromise your safety.

4. Notify Us of Changes

Please inform us promptly if your condition, living environment, or insurance coverage changes in a way that may affect your equipment needs, or if you experience any problems or safety concerns with your equipment.

5. Keep Appointments and Contact Us if You Cannot

Please notify us as early as possible if you need to reschedule an evaluation, fitting, delivery, or service appointment. This allows us to accommodate other clients and avoid delays in your care.

6. Meet Your Financial Obligations

Please fulfil your financial responsibilities for equipment and services, including any copayments, deductibles, or out-of-pocket amounts not covered by insurance. If you have concerns about costs, please discuss them with us before services are provided.

7. Treat Staff with Respect

We expect all interactions between clients, caregivers, and our staff to be respectful and professional. We are committed to the same standard in all of our interactions with you.

Contact Us with Questions or Concerns

If you have questions about your rights or responsibilities, or if you would like to speak with someone about a concern, please contact us. For formal complaints, please see our Complaint and Grievance Procedure.

Effective Date: May 10, 2026  ·  BlueBay Mobility Inc  ·  Tustin, CA 92780
This document satisfies CMS DMEPOS Quality Standards and supports ACHC/HQAA accreditation requirements for patient rights.