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	Contact Aurora BayCare Medical Center

Aurora BayCare Medical Center

Patient rights & responsibilities

Access to care

You have the right to medical care needed within the scope of services provided at the Medical Center without regard to race, color, religion, national origin, handicap or disability, financial status, age or sex. If you have a disability or handicap that requires modifications or accommodations to policies, programs and practices at the Medical Center in order to receive the same services, privileges, goods, accommodations or advantages as a non-disabled patient, we will make those provisions unless the request would:

• Fundamentally alter the Medical Center programs, services, goods, privileges, advantages or accommodations
• Involve issues of medical treatment
• Compromise patient care.

Care is also not conditional based on the existence of a medical record.

If you should require care that is beyond the Medical Center's scope of service, you will be transferred in accordance with our policies.

Care complaints

We strive to continuously improve the quality of care delivered to our patients. If you have a question or concern, you have the right, without recrimination, to voice complaints regarding the care received. You may share your concern with any caregiver, including but not limited to your nurse, the department manager/director, any of the Medical Center's continuing Care Facilitators, and/or with Medical Center Administration. The complaint will be reviewed and, when possible, immediately resolved. Communication with the person presenting the complaint will be done in person, whenever possible, or by phone and/or in writing. To submit your complaint online, please click here

In the event you are not satisfied with the Medical Center's resolution of your complaint, you may contact the Wisconsin Bureau of Quality Assurance:

Wisconsin Bureau of Quality Assurance
1 West Wilson Street
P.O. Box 2969
Madison, WI 53701-2969
(608) 266-8084

All Aurora hospitals are accredited by The Joint Commission. If you have issues concerning quality or safety of patient care, you may contact the Joint Commission directly at 800-994-6610 or by emailing complaint@jointcommission.org.

Patient/family involvement in decision-making (Advance Directive and informed consent)

You or your designated representative has the right and responsibility to be involved in decision-making about your care. This includes acceptance or refusal of care.

Advance Directive documentation detailing any withholding or withdrawal of resuscitation or life-sustaining measures will be used by the medical staff in treatment plans and orders for patient care.

Any conflicts in your needs and wishes by family members or designated representatives may be addressed informally through a social worker, or formally, through the Medical Ethics Committee.

Although you have the right to accept or refuse any treatment or procedure, our medical staff will detail the benefits, significant risks, and recognized alternatives to treatments and procedures. Expectations for recuperation and consequences of refusal will be discussed with you as well.

Respect and dignity

You have the right to considerate, respectful care at all times and under all circumstances with recognition of your personal dignity.

Privacy and confidentiality

You have the right, within the law, to personal and information privacy as manifested by the following rights:

• To refuse to talk with or see anyone not officially connected with the Medical Center, including visitors or persons officially connected with the Medical Center, but not directly involved in your care.
• To wear appropriate personal clothing and religious or other symbolic items as long as they do not interfere with diagnostic procedures or treatments.
• To be interviewed and examined in surroundings designated to ensure reasonable visual and auditory privacy. This includes the right to have a person of your same sex be present during certain parts of a physical examination, treatment or procedure performed by a health care professional of the opposite sex. You also have the right not to remain disrobed any longer than is required for completing the examination, treatment or procedure for which you were asked to disrobe.
• To expect that any consultation or discussion involving your case be conducted discreetly and that individuals not directly involved with your care not be allowed to be present without your consent.
• To have your medical record read only by individuals directly involved in your treatment or the monitoring of its quality. Other individuals can only read your medical records with your written authorization or that of your legally authorized representative.
• To expect that all communication and other records pertaining to your care, including the source of payment for treatment, be confidential.
• To request a transfer to another room if another patient or visitor in the room is unreasonable and is disturbing you.
• To be placed in a protective environment when considered necessary for personal safety.
• To ensure privacy for visits by your spouse and, if you both are inpatients, to share a room unless medically contraindicated by your attending physician.

Psychosocial, spiritual and cultural values

You are free to express spiritual beliefs and cultural practices that do not harm others or interfere with your medical treatment.

We will ensure that your psychosocial and spiritual needs are met through Medical Center resources and through the Pastoral Care Team.

Access to protective services

When the Medical Center requires protective services, for example, in the case of guardianship and advocacy services, conservatorship, and child or adult protective services, a social worker will be assigned to assist with the process.

You and/or a family member may request a list of names, addresses, and telephone numbers of pertinent state client advocacy groups.

You have the right to file a complaint with the state survey and certification agency if there is a concern about patient abuse, neglect or misappropriation of patient property at the Medical Center.

Personal safety

You have the right to expect reasonable safety insofar as Medical Center practices and its environment are concerned. This includes the right to expect an environment free from mental and physical abuse; free from chemical, and except in emergencies, physical restraints, except as authorized in writing by a physician for a specified and limited period of time, or when necessary to protect you from injuring yourself or others.

Identity

You have the right to know the identity and professional status of individuals providing care to you and to know which physician or other practitioner is primarily responsible for your care. This includes your right to know the existence of any professional relationship among individuals treating you as well as the relationship to any other health care or educational institution involved in your care. Your participation in any clinical training program or in the gathering of data for research purposes is voluntary.

Information

You have the right to obtain complete and current information concerning your diagnosis, treatment and any known prognosis from the practitioner responsible for your care. This information should be communicated to you in terms you can understand. When necessary, this information may be made available to a legally-authorized individual. When practical, you will have the opportunity to participate in the planning of your medical treatment.

You and/or your legally-designated representative have access to the information contained in your medical record within the limits of the law.

Communication

You have the right of access to people outside of the Medical Center through visitors and through verbal or written communication. Assistance will be provided to those individuals with impaired visual, hearing or speaking skills. An interpreter will also be provided if you do not speak or understand English.

In general, you have the right to unrestricted access to communication. Sometimes, it may become necessary to restrict visitors, mail, telephone calls, or other forms of communication as part of your medical care. Should this occur, you will be included in making that decision and restrictions will be explained in a language that you understand. If you are an emancipated minor or under guardianship, applicable law determines who is legally entrusted to act in your best interest. Clinical justification of any communication restrictions will be documented in your medical record.

Consent

You have the right to reasonable informed participation in decisions about your health care. This should be based on a clear, concise explanation of your condition and of all proposed technical procedures, including the possibilities of any risk of serious side effects or death, problems related to recuperation and probable success of treatment. You should not be subjected to any procedure without your voluntary competent consent, complete understanding of the consent, or the consent of your legally-authorized representative. If medically significant alternatives to your proposed care or treatment exist, you will be informed of those alternatives. You have the right to know who is responsible for authorizing and performing procedures or medical treatment.

You also have the right to know if the Medical Center or your physician proposes to participate in research, investigational studies or clinical trials which may affect the care or treatment you receive. You have the right to refuse to participate in any such activity.

Consultation

You may, at your request and expense, consult with a specialist concerning your condition and treatment.

Refusal of treatment

You have the right to refuse or accept treatment to the extent permitted by law and to be informed of the medical consequences of such refusal. Should you or your legally-authorized representative refuse treatment which prevents the provision of appropriate care in accordance with professional standards, our relationship may be terminated. Arrangements will be made to ensure uninterrupted provision of care through another physician or through a transfer agreement with another facility.

Continuity of care (admissions/transfers)

Admissions to and transfers from the Medical Center are based on your needs for services and the organization's capability to provide those services.

You may be transferred or discharged only for medical reasons, for your overall welfare or that of other patients, or for non-payment as allowed by Titles XVIII or XIX of the Social Security Act.

If required, you will be given reasonable advance notice as to the need for the transfer or discharge and of any alternatives. If a transfer is warranted, you will not be transferred unless accepted to another facility. All actions will be documented in your medical record.

You have the right to be informed by the practitioner responsible for your care or by his/her delegate, of any continuing health care requirements needed following discharge from the Medical Center.

Medical Center charges

Regardless of the source for payment of your care, you have the right to request and receive an itemized and detailed explanation of the total bill for services received while a patient at the Medical Center. You have the right to timely notice of any change concerning your eligibility for reimbursement by a third-party payor that has indicated such a change to the Medical Center.

Medical Center rules and regulations

You will be informed of any Medical Center rules and regulations applicable to your conduct as a patient. You are entitled to information about the Medical Center's policy for the initiation, review and resolution of patient complaints.

Conflict of care concerning adolescents/neonates

In case of a conflict between a parent(s) or guardian(s) and/or the physician regarding the care of adolescent or neonate patients, legal action will be sought to protect patient rights.

Ethical issues

You have the right to participate in the consideration of any ethical issues that may arise during the provision of your care. The Medical Center provides this support through staff members and the Medical Ethics Committee. A request may be made to any staff person or physician, by yourself or a family member with ethical issues, to access support.

Rights or authorized responsible person (patient representative)

The Medical Center recognizes the right of your guardian, next of kin, or legally-authorized responsible person to exercise, to the extent permitted by law, rights on your behalf. Your representative may exercise this right if, and only if, you have been found incompetent in accordance with the law, and are found to be medically incapable of understanding the proposed treatment or procedure, are unable to communicate your wishes regarding treatment or if you are a minor.

Valuables

The Medical Center encourages all patients to send valuables home with family members and to keep only small amounts of money in their possession.

When this is not possible, valuables may be placed in the Medical Center's safe until requested for return or upon discharge. The Medical Center is not responsible for the loss of personal items.

Organ donation

Although you may have identified yourself as a potential organ and/or tissue donor on the back of your driver's license or on a uniform donor card, signatures on these documents do not ensure that your wishes will be followed. Therefore, the Medical Center encourages all patients wishing to become organ and/or tissue donors to discuss donation plans with their physician and family members. Questions may also be directed to any Medical Center staff person.

The potential for organ donation will be addressed following any death at the Medical Center.

Research studies involving medical investigation

If you are asked to participate in a research study involving a medical investigation or are requested to consent on behalf of another, you have the right to:

• Be informed of the nature and purpose of the investigation.
• Be given an explanation of the procedure to be followed in the medical investigation, and the name of any drug or device to be used.
• Be given a description of any accompanying discomforts and risks to be reasonably expected form the investigation, if applicable.
• Be given a disclosure of any appropriate alternative procedure, drugs, or devices that might be advantageous, along with the risks and benefits.
• Be informed of medical treatment available after the investigation (if any) should complications arise.
• Be given an opportunity to ask questions concerning the investigation or the procedure involved.
• Be instructed that consent to participate in the medical investigation may be withdrawn at any time and your participation in the medical investigation may discontinue without prejudice to your care.
• Be given a copy of a signed and dated written consent form when one is required.
• Be given the choice to consent or not to consent to a medical investigation without the intervention of any element of force, fraud, deceit, duress, coercion, or undue influence on your decision.

Pain

Patients have a right to appropriate assessment and management of pain. This will include assessment/reassessment of pain and education of patient and significant others regarding roles in managing pain as well as potential limitations and effects of pain management. This is done based on assessment of the patient's personal culture, spiritual and ethnic beliefs. The discharge process will include continuing care based on needs of the patient at time of discharge.

Terminally ill patients

Pain management and grief counseling services are available for you and your family members should you become terminally ill. Services are available as part of the integrated health care plan through Nursing Services, Social Services and the Pastoral Care Team.

Violation of rights

Suspected violations of patient rights will be investigated by the appropriate department director. Disciplinary action for employees or referral to the Medical Staff Credentials Committee for Medical Staff and/or Allied Health staff may result.

Patient responsibilities

Provision of information

You have the responsibility, to the best of your knowledge, to provide accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to your health. You have the responsibility to report unexpected changes in your condition to the responsible practitioner. You are also responsible for reporting whether you clearly comprehend a contemplated course of medical action and what is expected of you as a result of that action.

Compliance with instructions

You are responsible for following the treatment plan recommended by your practitioner primarily responsible for your care. This may include following instructions of nurses and Allied Health personnel as they carry out the coordinated care plan, implement the practitioner's orders, and enforce the applicable Medical Center rules and regulations. You are responsible for keeping appointments and, if unable to keep an appointment, to notify the responsible practitioner or the Medical Center.

Refusal of treatment

You are responsible for your actions if you refuse treatment or do not follow practitioner instructions.

Medical Center charges

You are responsible for ensuring that the financial obligations of your health care are fulfilled as promptly as possible.

You may not be required to perform services for the Medical Center that are not included for therapeutic reasons in your care plan.

Medical Center rules and regulations

You are responsible for following Medical Center rules and regulations affecting patient care and conduct.

Respect and consideration

You are responsible for being considerate of the rights of other patients and Medical Center personnel and for assisting in the control of noise, smoking, and the number of visitors. You are also responsible for being respectful of the property of other persons and of the Medical Center.

Important message from Medicare

Your rights as a hospital patient

• You have the right to receive necessary hospital services covered by Medicare, or covered by your Medicare Health Plan ("your Plan") if you are a Plan enrollee.
• You have the right to know about any decisions that the hospital, your doctor, your Plan, or anyone else makes about your hospital stay and who will pay for it.
• Your doctor, your Plan, or the hospital should arrange for services you will need after you leave the hospital. Medicare or your Plan may cover some care in your home (home health care) and other kinds of care, if ordered by your doctor or by your Plan. You have a right to know about these services, who will pay for them, and where you can get them. If you have any questions, talk to your doctor or Plan, or talk to other hospital personnel.

Your hospital discharge & Medicare appeal rights

Date of discharge: When your doctor or Plan determines that you can be discharged from the hospital, you will be advised of your planned date of discharge. You may appeal if you think that you are being asked to leave the hospital too soon. If you stay in the hospital after your planned date of discharge, it is likely that your charges for additional days in the hospital will not be covered by Medicare or your Plan.

Your right to an immediate appeal without financial fisk: When you are advised of your planned date of discharge, if you think you are being asked to leave the hospital too soon, you have the right to appeal to your Quality Improvement Organization (also known as a QIO). The QIO is authorized by Medicare to provide a second opinion about your readiness to leave. You may call Medicare toll-free, 24 hours a day, at 1-800-MEDICARE (800-633-4227), or TTY/TTD: 877-486-2048, for more information on asking your QIO for a second opinion. If you appeal to the QIO by noon of the day after you receive a noncoverage notice, you are not responsible for paying for the days you stay in the hospital during the QIO review, even if the QIO disagrees with you. The QIO will decide within one day after it receives the necessary information.

Other appeal rights: If you miss the deadline for filing an immediate appeal, you may still request a review by the QIO (or by your Plan, if you are a Plan enrollee) before you leave the hospital. However, you will have to pay for the costs of your additional days in the hospital if the QIO (or your Plan) denies your appeal. You may file for this review at the address or telephone number of the QIO (or of your Plan).