Aurora Lakeland Medical Center
Patient rights and responsibilities
Information and guidelines to support the physical, psychosocial, spiritual and cultural needs of our patients
Patient rights
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 or grievances regarding the care received. Please call the Quality Management
Department at (262) 741-2946. If no one is in the office, please leave a message on the voice mail and your call will be returned. You
may share your concern with the department director, Social Services or with Administration. The complaint/grievance will be reviewed
and, when possible, immediately resolved. Communication with the person presenting the complaint/grievance will be done in person,
whenever possible, or by phone and in writing.
Submit your complaint online.
If you feel your complaint needs to be reviewed outside of Aurora Health Care, you may write or call:
Division of Quality Assurance
Bureau of Health Services
1 West Wilson St.
P. O. Box 2969
Madison, WI 53701-2969
Phone: (608) 264-9888
All Aurora hospitals are accredited by The Joint Commission. If you have issues concerning quality or safety of patient care, you
may email the Joint Commission or call (800) 994-6610.
www.jcaho.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.
If you do not have documented Advance Directives, you will be given written information on Advance Directives and the opportunity to
discuss this with a Social Worker or Chaplain, should you desire. If you do not have documented Advance Directives and are unable to
understand or communicate your health care decisions, the physician will generally consult family members. Should there be disagreement
regarding your health care decisions, you may consult with a Social Worker or Chaplain.
If formal action is needed, the Ethics Committee and/or legal representation will be offered. Necessary and appropriate medical care
will be provided, whether or not an Advance Directive is completed. You also have the right to a second opinion if your physician can
not comply with your health care decisions or Advance Directives.
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.
If you have concerns regarding how your advance directive was handled, you may write or call:
Bureau of Quality Compliance
2917 International Lane
Madison, WI 53704
Phone: 1-608-243-2089
Right to know
Patients have the right to know if there has been an unexpected occurrence affecting their plan of care. Patients have the right to
know about Video Monitoring. Video Monitoring is only used in circumstances that require significant monitoring to ensure your personal
safety. An example of this is for patients who may harm themselves and/or need to be closely observed. When this type of monitoring is
required based on physician request, the process will be reviewed with you and/or your identified representative. Again, your right to
privacy and personal safety is our primary concern. Please feel free to ask any questions related to video monitoring with your
physician or any of your care providers.
Respect and dignity
You have the right to considerate, respectful care at all times and under all circumstances with recognition of your personal
dignity.
Pain management
Patients have the right and responsibility to participate with their medical care providers in developing a plan to handle their
pain while in the hospital and at the time of discharge. To the patient this means you have a right to be as comfortable as medically
possible. This plan will include educating the patient and significant others in pain care and the potential limitations and effects
of the pain care plan. The patient's personal culture, spiritual and ethnic beliefs will be considered when developing this pain care
plan.
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 designed 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
During your hospital stay, 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 (i.e., students observing or providing care) 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. You have the right to designate persons who are permitted to visit you during your hospital
stay.
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. You have the right to request assistance with discharge
planning.
Facility 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 payer that has indicated such a change to the Medical Center.
Facility 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.
This facility implements policies and procedures that address the relationship between the use of services and financial incentives.
Policies and procedures addressing and information on this issue are available on request to all patients, clinical staff, licensed
independent practitioners and hospital personnel.
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.
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. Employee violations will be
referred to Human Resources and/or Administration for disciplinary action. Medical Staff and/or Allied Health Staff violations will be
referred to the Medical Executive Committee for disciplinary action.
Patient responsibilities
Providing 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 are also responsible for reporting whether
you clearly understand a contemplated course of medical action and what is expected of you as a result of that action.
You and your family are responsible for reporting perceived risks in care and unexpected changes in your condition. You and your
family help us to improve by providing feedback about service needs and expectations.
Following 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.
Accepting consequences
You are responsible for your actions and outcomes if you refuse treatment or do not follow practitioner's instructions.
Facility charges
You are responsible for ensuring that the financial obligations of your health care are fulfilled as promptly as possible. You will
not be required to perform services for the Medical Center that are not included for therapeutic reasons in your care plan.
Facility 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.
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