Patient Relations Services:
• Assisting patients with questions they may have to help them understand their Patient Rights • Ensuring that patients’ rights are protected • Assisting patients with problem resolution and filing of complaints with The Queen’s Health Systems (QHS) or regulatory agencies • Providing access to foreign language and sign language interpreter services • Ensuring the needs of people with physical disabilities are met • Providing Advance Health Care Directives (Living Will) forms and organ donation information.

A Patient’s Right to File a Complaint
The Queen’s Health Systems strives to provide care and services in an environment that protects and promotes Patient Rights and Responsibilities. We encourage patients to exercise their rights. • Should you have a complaint, any member of your health care team may assist you, or you may contact Patient Relations • Your right to file a complaint will not compromise your future access to care. We will address your complaint in a timely manner and attempt to resolve your complaint effectively. If you are not satisfied, your complaint can be referred to the hospitals’ grievance and appeal process for further resolution • You may also file your complaint directly with the State Department of Health (1250 Punchbowl St., Honolulu, HI 96813) at 808-586-4400, The Joint Commission (TJC) toll-free at 1-800-994-6610, or the Quality Improvement Organization (for Medicare members) at 808-545-2550. The names and telephone numbers of other protective services and regulatory agencies will also be provided upon request.

1. Selection of Doctor:
The patient has the right to select his/her doctor. This doctor shall recommend and manage the treatment and care of the patient, including hospitalization, or the use of hospital services. The doctor or doctors providing care to the patient, including radiologists, pathologists, anesthesiologists, radiation oncologists and emergency department doctors are independent doctors and not employees or agents of The Queen’s Health Systems unless the patient is expressly informed otherwise.

2. 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 Medical Center’s mission. Except in emergency situations, patients have a right to request that residents and students not be involved in their care. It is not always possible to honor such requests, but the Medical Center will try to do so to the extent that such restriction will not impact the patient’s treatment.

3. Respectful Care and Patient Safety:
The patient has the right to considerate and respectful care. The patient has the right to be treated in a safe and secure setting, free from discrimination, abuse or threat.

4. Information About Treatment:
The patient has the right to be informed by his/her doctor of his/her diagnosis, treatment, prognosis, and proposed procedures, including the risks involved, in terms that they understand. The patient has the right to know the names and roles of persons treating him/her. The patient or his/her authorized representative has the right to obtain information from his/her medical record within a reasonable time frame, within the limits of the law.

5. Participation in Care Planning:
The patient has the right to make informed decisions regarding his/her care, to be told of his/her health status and to be part of care planning and treatment. The patient has the right to decide if family members will participate in his/her care. The patient has the right to refuse treatment and conditions of care, including withholding resuscitative measures, forgoing or withdrawal of life sustaining treatment in accordance with applicable law and regulations. The patient has the right to be involved in post-discharge decisions and to be told of any services in which QHS has 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 QHS policies and procedures.

6. Right to Treatment:
The patient has the right to access care as long as that care is within QHS capacity, mission, and policies. When QHS cannot provide the care or is no longer the appropriate setting for the patient, the staff will fully inform the patient of other choices for care. If it is appropriate and medically advisable, QHS may transfer the patient to another facility as long as the transfer is accepted by the receiving facility.

7. Informed Consent:
Except in emergency situations, the patient has the right to receive information from his/her doctor regarding the benefits, risks and alternatives of any procedure or treatment recommended by the doctor which requires consent.

8. 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 QHS services.

9. Advance Health Care Directives:
The patient has the right to have an Advance Health Care Directive which allows the patient to specify his/her health care wishes. The patient also has the right to name a person who would make health care decisions for the patient if he/she is unable to do so, to the extent permitted by law and hospital policy.

10. 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 his/her 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 his/her personal values and beliefs. If a patient or family would like to call an Ethics Committee member for help, please contact Patient Relations.

11. Pain Management:
The patient has the right to have appropriate assessment and management of pain when admitted and throughout his/her hospitalization. QHS plans, supports, and coordinates activities and resources to ensure that every patient’s pain is recognized and addressed.

12. Privacy and Confidentiality:
Within the limits of the law, patients have the right to privacy and confidentiality about their health care, whether as an inpatient or outpatient, and the right to be provided with a copy of the hospital’s 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.

13. Concerns and Complaints:
The patient has the right to receive a written statement of his/her rights. The patient has a right to make a complaint without compromising future access to care. Complaints will be handled in a timely manner. Should the resolution be unacceptable to the complainant, the complainant may request to have his/her complaint referred to the hospital’s grievance and appeal process for further review.

14. Cultural and Religious Beliefs:
The patient has the right to express spiritual beliefs and cultural practices, as long as these do not harm others or interfere with treatment. QHS will provide pastoral counseling services for patients who request them.

15. Communication Support:
The patient has the right to effective communication including the use of Text Teletyping equipment (TTY), or foreign and sign language interpreters. If any form of communication needs to be withheld, including visitors, mail or telephone calls, the patient or his/her legal representative will be involved in the decision.

16. 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.

17. Restraints:
The patient has the right to be free from chemical or physical restraints and seclusion except as authorized by a doctor 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 QHS policy and the patient will be monitored.

18. 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.

19. Visitation:
The patient has the right to have a family member, friend, or other individual of the patient’s choice present for emotional support during the course of stay, unless the individual’s presence infringes on other’s 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 hospital will not restrict, limit, or otherwise deny visitation privileges based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.

If you have any questions, please call the Patient Relations Department:

The Queen’s Medical Center - Punchbowl
808-691-4602 |

The Queen’s Medical Center - West O‘ahu
808-691-3120 |

Molokai General Hospital
808-553-3123 |

North Hawa‘i Community Hospital
808-881-4699 |