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Patient rights

Your personal dignity will always be of primary importance. Crossing Rivers Health recognizes your dignity as a human being. We want you to clearly understand your rights and responsibilities as a patient.

Access to care

All individuals—regardless of age, race, language, creed, sex, national origin, cultural variances, sexual orientation, arrest or conviction record, physical and mental challenges, or sources of payment for care, shall be accorded impartial access to treatment or accommodations that are available and medically indicated.

Respect and dignity

You have the right to receive personal privacy and respectful care that is consistent with your personal values and beliefs.

You have the right to be treated in an environment that preserves dignity and contributes to a positive image.

Crossing Rivers Health Medical Center emphasizes the dying patient’s right to die with dignity and comfort. Dying patients and their families have the right to receive physical, psychosocial, spiritual and cultural support.

You have the right to be assessed and effectively treated for pain.

Crossing Rivers Health health care professionals respect your voice or the voice of your designated decision maker when ethical issues arise during your care. Through the ethics committee, you or your designated decision maker will be included in discussions of ethical issues surrounding your care.

Personal safety

You have the right to receive care in a setting free from mental, physical, sexual and verbal abuse; neglect; and exploitation. You have the right to be treated in a safe and tobacco-free environment.

Communication

Information given to you will be communicated in terms you can reasonably be expected to understand. You have the right to request an interpreter. Alternate communication techniques or aids are used to address the needs of those with vision, speech, hearing and cognitive impairments.

You have the right to access people outside the hospital, including visitors, through verbal and written communication. You have the right to participate as a citizen in civic affairs. This includes the right to vote by absentee ballot in all elections when you are in the hospital. You have the right to designate visitors and people involved in your care.

You have the right to access, request amendment to and obtain information on disclosures of your health information, in accordance with the law and regulations.

Identity of caregivers

You have the right to know the name and professional status of all individuals who are treating you. This includes your right to know of the existence of any professional relationships among individuals who are treating you, as well as their relationship to any other health care or educational institutions involved in your care. Participation by patients in clinical training programs is voluntary.

Consultation

At your request and expense, you have the right to consult with a specialist. You have the right to request visitation by the spiritual/religious leader of your choice.

Information regarding treatment

You have the right to be given, by the physician responsible for coordinating your care, complete and current information concerning your diagnosis or condition to the degree known; the proposed treatment or procedures; alternative treatments or procedures; and the potential benefits, unanticipated drawbacks or risks of each. You will also be informed of problems related to recuperation and the likelihood of success of proposed treatments and procedures.

You will be informed if the hospital proposes to engage in or perform human experimentation or other research/educational projects affecting your care or treatment. You have the right to refuse to participate in any such activity.

If you are incapable of understanding a proposed treatment or procedure or it is not medically advisable to give such information to you, the information will be made available to your decision maker.

Consent

You have the right to reasonable, informed participation in decisions involving your health care. You will not be subjected to any procedure without your voluntary and competent consent or the consent of your decision maker, except in an emergency.

Designated decision maker

The hospital encourages everyone over the age of 18 to designate a decision maker. While the hospital recognizes your right to participate in your care and treatment to the fullest extent possible, circumstances sometimes exist under which you may be unable to do so. When a patient is found by his or her physician to be medically incapable of understanding a proposed treatment or procedure, has been adjudicated incompetent in accordance with the laws, is unable to communicate his/her wishes regarding treatment, or is a minor, the hospital recognizes the patient’s right to designate a decision maker. This decision maker will be allowed to make decisions on your behalf to the extent permitted by law.

Restraints and abuse

You will be free from chemical and/or physical restraints unless needed to ensure your safety or the safety of others.

Visitors

Crossing Rivers Health Medical Center does promote a practice of open visitation for all inpatients and outpatients, unless there is a justified clinical restriction.

Advance medical directive

Your advance medical directive (AMD) will be honored by the hospital in the provision of care. The AMD must be on file at the hospital and be within the extent of the law. Whenever possible, the hospital will honor your wishes regarding organ and tissue donation.

Refusal of treatment

You have the right to refuse care, treatment and services to the extent permitted by law. When refusal of treatment by you or your legal decision maker prevents the provision of appropriate care in accordance with professional standards, the relationship with you may be terminated upon reasonable notice.

Resolution of conflict

Effective conflict resolution steps can include clinical consultation in the case of disagreement about a medical condition or course of treatment, consultation with pastoral or patient/family services staff, or an ethics committee consult. You, your health care agent, a family member and/or a health care provider may request services to assist in conflict resolution. You have the right to switch health care providers.

Transfer and continuity of care

You have the right to expect reasonable continuity of care when appropriate and be informed by your physician and other caregivers of available and realistic patient care options. You or your decision maker have the right to be informed by the practitioner responsible for your care of any continuing health care requirements following discharge from the hospital.

Protective services

You will be provided with a list of pertinent state agencies upon request.

Hospital charges

Regardless of the source of payment for your care, you have the right to request and receive an itemized and detailed explanation of the total bill for services rendered by the hospital. You have the right to timely notice prior to termination of your eligibility for reimbursement by any third-party payor for the cost of your care. If you are referred to another organization or service, you will be informed of any financial benefit to the hospital.

Neonate, child and adolescent patients

You and your parents, guardians or responsible persons have the right to be included in the decision-making process regarding your needs, condition and treatment. They will be informed of progress, rights, responsibilities and the resolution of complaints.

Hospital rules and regulations

You have the right to be informed of the hospital rules and regulations applicable to your conduct as a patient. You are entitled to information about the hospital’s mechanism for the initiation, review and resolution of patient complaints.

Privacy and confidentiality

Crossing Rivers Health respects the needs of all their patients for confidentiality, privacy and security. You have the right, within the law, to personal and informational privacy:

  • To refuse to talk to or see anyone not officially connected with the hospital.
  • To receive a copy of Crossing Rivers Health’s Notice of Privacy Practices.
  • To wear appropriate personal clothing and religious or other culturally symbolic items, as long as they do not interfere with diagnostic procedures or treatment.
  • To be interviewed and examined in surroundings designed to ensure reasonable visual and auditory privacy.
  • To expect that any discussion or consultation involving your case will be conducted discreetly with respect for your privacy rights.
  • To have your medical record, including all computerized medical information, read only by individuals directly involved in your treatment or in the monitoring and evaluation of your care or charges, unless otherwise requested by you. Other individuals may have access only with written authorization.
  • To expect that all communications and other records pertaining to your care, including the source of payment for treatment, be treated as confidential.
  • To request a transfer to another room if another patient or a visitor in the room is unreasonably disturbing you. Your request will be honored when possible.
  • To be placed in protective privacy when it is considered necessary for personal safety.

Resolution of concerns

You have the right to be informed of available resources for resolving concerns and conflicts. If you have concerns, please do any of the following:

  • Speak directly to the person providing your care or ask to speak to the director of that department.
  • Complete a compliment/concern form. The form may be found in your admissions packet or obtained from any hospital employee.
  • Contact the director of patient/family services at 608.357.2045. Office hours are 8 a.m. to 4:30 p.m. Monday through Friday. After 4:30 p.m. or on holidays or weekends, ask the charge nurse to contact a member of the hospital administration.

While we desire to have any concerns handled by our staff and/or administration on a one-on-one basis, if you feel your concerns were not addressed properly, you may contact the following licensing agencies:

Division of Accreditation Operations
Office of Quality Monitoring
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Phone: 800.994.6610
Fax: 630.792.5636
Email: complaint@jointcommission.org
Online: jointcommission.org/report_a_complaint.aspx

KEPRO
5201 W. Kennedy Blvd., Suite 900
Tampa, FL 33609
Telephone: 844.455.8708
Online: www.keproqio.com

The Bureau of Quality Compliance
Box 309
Madison, WI 53701
Telephone: 608.266.8481
Complaint hotline: 800.642.6552

Online complaint form
The Internet form for submitting a complaint regarding health or residential care in Wisconsin can be accessed at https://www.dhs.wisconsin.gov/complaints/index.htm.

Any individual may file a complaint regarding a staff person, agency or DQA-regulated facility (including clinical labs) by supplying the information requested in this online form.

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