PATIENT RIGHTS AND RESPONSIBILITIES

Effective date: September 9, 2026

Express Medical Supply LLC is committed to providing respectful, responsive, safe, and appropriate service. This document explains the rights and responsibilities of patients, customers, caregivers, parents, guardians, and authorized representatives who receive products or services from us.

YOUR RIGHTS

As a patient or customer of Express Medical Supply, you have the right to:

Respectful and nondiscriminatory service

• Be treated with courtesy, dignity, consideration, and respect.
• Receive services without unlawful discrimination based on race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, medical condition, or any other status protected by law.
• Request reasonable communication assistance or accommodation for a disability or language need.

Information and participation

• Receive clear information about our products, services, policies, and procedures.
• Participate in decisions concerning the products and services provided to you.
• Ask questions and receive understandable answers.
• Receive information about reasonably available product options that may meet your documented needs and payer requirements.
• Express product and brand preferences. Product availability, medical appropriateness, prescription requirements, payer formularies, reimbursement rules, and inventory may affect which products can be supplied.
• Be informed when a requested product or service is unavailable, delayed, not covered, or requires additional information.
• Refuse a product or service, subject to any resulting effect on fulfillment, coverage, or continuity of service.

Quality and safety

• Receive products that meet applicable quality and safety requirements.
• Receive products that are appropriate for the order or prescription we have received and the coverage requirements that apply.
• Receive instructions or available educational information needed to use, store, and dispose of products safely.
• Report a product that is damaged, defective, substandard, unsuitable, or different from what was authorized or ordered.
• Have a verified fulfillment or shipping error reviewed and appropriately corrected.
• Receive information about product recalls or safety issues when applicable.

Coverage and financial information

• Receive available information about eligibility, coverage requirements, required documentation, authorization status, and amounts that may be your responsibility.
• Be informed that benefit verification is not a guarantee of payment and that final coverage decisions are made by the applicable Medicaid agency, managed-care organization, insurer, or other payer.
• Receive an explanation of charges billed to you, when applicable.
• Ask questions about claims, denials, authorizations, or other coverage-related matters.

Privacy and confidentiality

• Have your personal and health information handled privately and securely as required by law.
• Receive Express Medical Supply’s Notice of Privacy Practices.
• Exercise the privacy rights described in that notice, including requesting access to or correction of certain health information.
• Request reasonable confidential communication methods.

Choice of provider and representative

• Choose your healthcare providers and, subject to payer network rules and applicable law, choose your medical-supply provider.
• Authorize a caregiver, parent, guardian, family member, or other representative to assist you.
• Have us verify a representative’s authority before allowing that person to exercise protected rights or receive confidential information.

Complaints and concerns

• Raise questions, concerns, complaints, or grievances about our products, services, personnel, billing, communications, or privacy practices.
• Have a complaint acknowledged, reviewed, documented, and addressed according to applicable requirements.
• Receive information about the outcome of a formal complaint when required.
• Contact your payer, government agency, accreditation organization, or another oversight organization when applicable.
• Make a complaint without coercion, discrimination, interference, or retaliation.

Communication

• Choose among reasonably available communication methods and update your communication preferences.
• Opt out of nonessential text messages by replying STOP.
• Request assistance with text messaging by replying HELP or contacting us directly.
• Continue receiving necessary communications through another available method after opting out of text messages.

YOUR RESPONSIBILITIES

As a patient, customer, caregiver, parent, guardian, or authorized representative, you are responsible for:

Providing accurate information

• Provide complete and accurate identity, contact, demographic, insurance, healthcare-provider, medical-need, and shipping information.
• Confirm that you have legal authority to submit information or make decisions for a minor or another individual.
• Tell us promptly when your address, telephone number, email, insurance coverage, healthcare provider, medical condition, prescription, product needs, or other relevant information changes.
• Review information submitted on your behalf and correct errors promptly.

Supporting coverage and documentation requirements

• Provide insurance cards, identification, prescriptions, written orders, medical records, progress notes, authorizations, signatures, or other documentation reasonably required to evaluate or fulfill a request.
• Cooperate with coverage verification, prior authorization, and medical-necessity requirements.
• Complete required healthcare-provider visits when applicable.
• Understand that missing, incomplete, expired, or inaccurate documentation may delay or prevent fulfillment.

Using and caring for products appropriately

• Follow the manufacturer’s instructions, warnings, storage requirements, and disposal guidance.
• Use products only for their intended purpose and for the individual for whom they were ordered.
• Do not alter, misuse, resell, transfer, or distribute insurance-funded products.
• Inspect deliveries promptly and report missing, damaged, incorrect, defective, or unsuitable products as soon as reasonably possible.
• Retain products and packaging when requested during an investigation or return process.

Delivery and resupply

• Provide a safe and accurate delivery location.
• Notify us promptly of delivery problems, address changes, extended absences, hospitalization, facility admission, or other circumstances affecting delivery or continued need.
• Confirm continued need, requested quantities, sizes, product preferences, and eligibility before resupply when required.
• Avoid requesting or accepting supplies that are not currently needed or exceed applicable benefit limits.

Financial responsibilities

• Provide accurate insurance and billing information.
• Pay valid copayments, deductibles, noncovered charges, or other amounts for which you are legally responsible.
• Contact us promptly if you believe a charge or claim is incorrect.
• Understand that insurance verification or authorization does not guarantee final payment.

Respectful conduct

• Treat employees, contractors, delivery personnel, and other individuals with courtesy and respect.
• Communicate without threats, harassment, discrimination, or abusive conduct.
• Help maintain a safe environment for any authorized in-person service or delivery.

Communication and follow-up

• Ask questions when instructions or requirements are unclear.
• Respond to reasonable requests for information needed to process or continue services.
• Tell us about concerns or dissatisfaction so that we have an opportunity to investigate and respond.
• Notify us when you no longer want or need a product or service.

PARENTS, GUARDIANS, AND AUTHORIZED REPRESENTATIVES

A parent, legal guardian, caregiver, or other authorized representative acting for a patient is expected to follow these responsibilities on the patient’s behalf.

Express Medical Supply may request documentation verifying the representative’s identity and authority before disclosing protected information or accepting certain instructions.

SERVICE LIMITATIONS

Express Medical Supply is a medical-supply provider and does not replace a physician or other qualified healthcare professional. We do not provide emergency medical services through our website, intake forms, email, or routine communication channels.

If you are experiencing a medical emergency, call 911 or seek immediate medical assistance.

QUESTIONS OR COMPLAINTS

Contact us if you have a question, concern, complaint, or accommodation request:

Express Medical Supply LLC
7410 New La Grange Road, Suite 206
Louisville, Kentucky 40222
Phone: 1-866-270-3322
Email: info@expmedsupply.com

Privacy-related complaints may also be directed to our Privacy Officer using the same contact information.

Express Medical Supply will not retaliate against anyone for asking a question, making a good-faith complaint, requesting an accommodation, or exercising a protected right.

POLICY UPDATES

We may update this document to reflect changes in our services, payer requirements, accreditation standards, or applicable law. The current version will be posted on our website.