1. CONCERNS AND COMPLAINTS:
The patient has the right to receive a written statement of patient rights. The patient has the right to make a complaint without compromising future access to care. Complaints will be handled in a timely manner.
2. INFORMED CONSENT:
Except in emergency situations, the patient has the right to receive information from the physician or licensed practitioner regarding the benefits, risks, and alternatives of any procedure or treatment recommended which requires consent.
3. INFORMATION ABOUT TREATMENT:
The patient has the right to be informed by the physician or licensed practitioner of diagnosis, treatment, prognosis, and proposed procedures, including the risks involved, in terms that are understood. The patient has the right to know the names and roles of persons providing treatment. The patient or authorized representative has the right to obtain information from the medical record within a reasonable time frame, within the limits of the law.
4. PARTICIPATION IN CARE DECISIONS:
The patient has the right to make informed decisions regarding care, to be updated regarding health status, and to be part of care planning and treatment. The patient has the right to decide if others will participate in care. The patient has the right to refuse treatment and conditions of care, including withholding resuscitative measures, or forgoing or withdrawing life sustaining treatment, to the extent permitted by law. The patient has the right to be involved in post-discharge decisions and to be told of any services in which The Queen’s Health Systems have an interest. Should the patient refuse the recommended treatment plan, conditions of care, or discharge plans, alternatives will be discussed with the patient in accordance with facility policies and procedures.
5. ADVANCE HEALTH CARE DIRECTIVES:
The patient has the right to have an Advance Health Care Directive, which allows the patient to specify health care wishes. The patient also has the right to name a person who would make health care decisions for the patient if the patient is unable to do so, to the extent permitted by law and facility policy.
6. NOTIFICATION:
The patient has the right to have family or designated representative, and personal physician or licensed practitioner, notified promptly of admission to the hospital.
7. PRIVACY AND CONFIDENTIALITY:
Within the limits of the law, the patient has the right to health care privacy and confidentiality, whether as an inpatient or outpatient, and the right to be provided with a copy of The Queen’s Health Systems’ Notice of Privacy Practices. Case discussion, consultation, examination, and treatment will be conducted to protect each patient’s privacy and confidentiality to the extent reasonably possible.
8. RESPECTFUL CARE AND PATIENT SAFETY:
The patient has the right to considerate, respectful care and to be treated in a safe, secure environment that supports positive self-image and dignity, free from discrimination, abuse, harassment, and threat.
9. COMMUNICATION SUPPORT:
The patient has the right to effective communication in the patient’s preferred language, including the use of Text Teletyping equipment (TTY), foreign and sign language interpreters. If any form of communication needs to be withheld, including visitors, mail, or telephone calls, the patient or designated representative will be involved in the decision.
10. VISITATION:
The patient has the right to have a family member, friend, or designated representative present for emotional support during the course of stay, unless the individual’s presence infringes on others’ rights, safety, or is medically or therapeutically contraindicated. The individual may or may not be the patient’s surrogate decision-maker or legally-authorized representative. The facility will not restrict, limit, or otherwise deny visitation privileges based on race, color, national origin, age, disability, religion, or sex, including sex characteristics, including intersex traits; pregnancy or related conditions; sexual orientation; gender identity, and sex stereotypes.
11. RIGHT TO TREATMENT:
The patient has the right to access care as long as that care is within the facility’s capacity, mission, and policies. When the facility cannot provide the care or is no longer the appropriate setting for the patient, staff will inform the patient of other choices for care. If it is appropriate and medically advisable, the facility may transfer the patient to another facility as long as the transfer is accepted by the receiving facility.
12. PAIN MANAGEMENT:
The patient has the right to have appropriate assessment and management of pain when receiving care at the facility. The facility plans, supports, and coordinates activities and resources to ensure that every patient’s pain is recognized and addressed.
13. RESTRAINTS:
The patient has the right to be free from restraints and seclusion, except as authorized by a physician or licensed practitioner, or in an emergency when it is necessary to protect the patient or others from injury. If restraints are indicated, the least restrictive method will be used, in accordance with facility policy, and the patient will be monitored.
14. CULTURAL AND PERSONAL VALUES, BELIEFS, AND PREFERENCES:
The patient has the right to express spiritual beliefs and cultural practices, as long as these do not harm others or interfere with treatment. The facility will provide resources for available pastoral counseling services for patients who request them.
15. ETHICAL ISSUES/CARE AT THE END OF LIFE:
The patient has the right to be involved in ethical questions that arise in the course of care or any issues dealing with care at the end of life. Concerns for the patient’s comfort and dignity will guide all aspects of care with respect to personal values and beliefs. If a patient or designated representative would like to call an Ethics Committee member for help, please contact the facility operator.
16. SELECTION OF PHYSICIAN:
The patient has the right to select a physician or licensed practitioner. This physician or licensed practitioner shall recommend and manage the treatment and care of the patient, including hospitalization or the use of health care services.
17. TEACHING FACILITY:
The Queen’s Medical Center is a teaching facility, and the training of residents, students, and other health care professionals are integral to The Queen’s Health Systems’ mission. Except in emergency situations, the patient has the right to request that residents and students not be involved in the provision of care. It is not always possible to honor such requests, but the facility will do so to the extent that such restriction will not impact patient treatment.
18. RESEARCH:
The patient has the right to consent to or refuse to participate in proposed research studies affecting care and treatment and to have those studies fully explained prior to consent. Any refusal to participate will not compromise a patient’s access to other facility services.
19. BILLING EXPLANATION:
The patient has the right to a detailed billing explanation and to receive, examine, and obtain an itemized bill, regardless of the source of payment. The patient may question charges associated with billing and will be advised of the availability of financial assistance, if appropriate.
20. PROTECTIVE SERVICES:
The patient has the right to access protective services. The names and telephone numbers of protective services agencies will be provided upon request.
The patient has the responsibility to participate in health care decisions and to obtain necessary information from the physician or licensed practitioner to make informed choices.
The patient has the responsibility to be as accurate and complete as possible when providing medical history and treatment information. It is the responsibility of the patient, or a designated representative, to ensure that a current copy of the patient’s Advance Health Care Directive is provided to the facility should the patient have one. The patient, or designated representative, is responsible for reporting perceived risks in care and unexpected changes in the patient’s condition.
The patient has the responsibility to inform the physician, licensed practitioner, or nurse of questions or concerns regarding treatment. The patient has the responsibility to follow advice from physicians and licensed practitioners regarding health care requirements. The patient is responsible for notifying the physician, licensed practitioner, or other health care providers if the designated treatment plan cannot be followed.
The patient, designated representative, and patient visitors have the responsibility to follow the facility’s rules and regulations, including following smoking policies, being considerate of other patients’ privacy, controlling noise level, and abiding by visitation policies. The carrying of weapons, or the use of alcohol or drugs not prescribed by a physician or licensed practitioner, will not be permitted.
The patient, designated representative, and patient visitors have the responsibility to behave considerately and appropriately with facility personnel. If a patient is verbally or physically disruptive, the patient may be referred elsewhere for care, and the facility may refuse further treatment, except in an emergency as required by law.
The patient has the responsibility to cooperate with the facility by providing complete, timely insurance information and making payment arrangements on any balances.
Services Include:
The Queen’s Health Systems strive to provide care and services in an environment that protects and
promotes patient rights and responsibilities. We encourage patients to exercise rights and honor
responsibilities. Should you have a complaint, any member of your health care team may assist you, or you may contact:
Patient Relations: 1-808-691-4602
Email: patientrelations@queens.org
Monday through Friday, 8 a.m. to 4:30 p.m. (excluding holidays)
Filing a complaint will not compromise your future access to care. Complaints will be addressed in a timely manner, and efforts will be made to effectively resolve concerns.
You also have the right to file your complaints and grievances directly with:
Contact information for other protective services and regulatory agencies may also be requested.
