St. Anthony North - Patient Bill of Rights

At Centura Health we believe that you are in control of your health and the decisions about your health. We are passionately committed to supporting your decisions. At each of our hospitals, facilities and services, we support a Patient Bill of Rights and Responsibilities. Knowing your rights and role as a patient will help you make better decisions about your health care. If you feel your rights are being overlooked, all Centura Health facilities maintain formal concern, complaint and grievance procedures. These procedures are entailed within the following Patient Bill of Rights.

This Bill of Rights and Responsibilities also describes your responsibilities and role as a patient. Patients who choose to disregard their rights and responsibilities agree to accept the consequences which could jeapordize the goal of providing you a superior patient experience and the highest quality of care. A copy of the Patient Bill of Rights and Responsibilities is provided on the reverse side of the patient copy of the Hospital Admission Agreement. A copy of the facility Patient Bill of Rights and Responsibilities policy and procedure will also be provided to patients upon their request.

Patient Rights:

Centura Health Hospitals support the rights of all patients across the lifespan including geriatric, adult, adolescent, pediatric, infant and neonatal populations. These rights may be exercised through the patient individually or through their surrogate decision maker (legal representative)

You have the right to. . .

Be informed of your patient rights in advance of receiving or discontinuing care when possible.
1. Patient/family/surrogate decision-maker (legal representative) will receive a written copy of the Patient Rights upon admission or in advance of receiving or discontinuing care when possible.
2. Patient/family/surrogate decision-maker (legal representative) who does not understand the written word will receive their rights verbally in a manner they can understand.
3. Patient Rights are visibly posted in points of entry to the organization.
Have impartial access to care. No one is denied access to treatment because of sex, disability, national origin, culture, age, color, race, religion, sexual orientation or source of payment.
1. Care is provided in response to the patient’s requests and needs, so long as that care is medically indicated and is within the hospital’s capacity, its stated mission and philosophy, and relevant laws and regulations.
2. For individuals who come to the Emergency Department, the hospital may request payment information and an insurance card, so long as doing so does not delay the medical screening examination.
Give informed consent for all treatment and procedures with an explanation in layman terms of the:
- Recommended treatment or procedure.
- Risks and benefits of the treatment or procedure.
- Likelihood of success, serious side effects, and risks including death.
- Alternatives and consequences if treatment is declined.
- Explanation of the recovery period.
- Whether physicians or qualified medical providers other than the operating physician will be performing important parts of the surgery or administer the anesthesia
1. Facility staff and providers will follow facility Informed Consent Policy and Procedure
2. Facility staff and providers will follow process required for recording or filming the identification, diagnosis or treatment of patients.
Participate in all areas of your care plan, treatment, care decisions, and discharge plan
1. Patient/family/surrogate decision-maker (legal representative) have the right to be involved in issues of:
  - decisions regarding their own care and course of treatment,
  - withholding resuscitative services,
  - withdrawing life-sustaining treatment, and
  - care at the end of life.
2. Patient/surrogate decision-maker (legal representative) has the right to include or exclude any or all family members in participating in their care decisions.
3. Patient/family/surrogate decision-maker (legal representative) have the right to be informed by the patient’s physician and healthcare team responsible for care of any continuing health care requirement following discharge from the facility.
4. Patient/family/surrogate decision-maker (legal representative) has the right to be involved in resolving dilemmas about care decisions.
5. Patients have the right to not only have their medical needs met but also their psychological needs, when possible.
6. Patients have the right to receive information in a manner that he or she understands. As best possible, the facility will provide information that is appropriate to age, understanding and language of the patient.
Have appropriate assessment and management of your pain.
1. Patients will be assessed for pain. Reassessment of pain will occur after each pain intervention involving medication.
2. Patients and families will be educated on their roles in managing pain and the potential limitations and side effects of pain medication
Be informed of your health status/prognosis.
1. The patient’s physician and healthcare team shall communicate information regarding the patient’s health status/prognosis to the best of their knowledge
2. The patient’s physician and health care team shall communicate unanticipated outcomes of care, treatment and services related to sentinel events.
Be treated with respect and dignity.
- Patients will receive considerate, compassionate and respectful care with recognition of their dignity, psychosocial needs, personal values and beliefs, and spiritual and cultural practices.
- Patient/family/surrogate decision-maker (legal representative) are allowed to express their cultural practices and spiritual beliefs, as long as they do not harm or interfere with the well-being of others or the treatment and well being of the patient.
- If the patient is dying, concern for optimal comfort and dignity shall guide all aspects of care during the final stages of life. The Facility's framework for addressing issues related to care at the end of life includes:
  - providing appropriate treatment for any primary and secondary symptoms, according to the wishes of the patient/family/surrogate decision-maker (legal representative);
  - managing pain aggressively and effectively;
  - sensitively addressing issues such as autopsy and organ donation;
  - respecting the patient’s values, religion, and philosophy;
  - involving the patient/surrogate decision-maker (legal representative) and, where appropriate, the family in every aspect of care; and
  - responding to the psychological, social, emotional, spiritual, and cultural concerns of the patient and the family.
Personal privacy, comfort and security to the extent possible during your stay.
1. To expect privacy during personal hygiene activity (e.g., toileting, bathing, dressing).
2. To expect individuals not involved with the patient’s care will not be present without the patient’s consent while being examined and/or treated.
3. To be interviewed, examined, and/or treated in surroundings designed to assure reasonable visual and auditory privacy.
4. To request a transfer to another room if the actions of another patient or a visitor in the room are unreasonably disturbing. To be transferred to another room equally suitable for the patient’s care needs when one is available.
5. To have visual and auditory privacy maintained to the fullest extent possible. In some circumstances, privacy cannot be fully guaranteed (e.g., open units, such as: the emergency departments, radiology, post anesthesia care, intensive care. These open units facilitate direct visualization of patients who are subject to rapid changes in condition. In these units during physical examination, the physical privacy of the patient will be maintained.
  - To ensure that the patient’s comfort needs are met to the extent possible.
  - To have patient/family/surrogate decision-maker’s requests honored when possible.
  - To have valuables secured in a locked area, per request.
Be free from restraints or seclusion imposed as a means of coercion, discipline, convenience or retaliation by staff.
Confidentiality of all communication and clinical records related to your care.
1. To expect any discussion or consultation involving the patient’s case will be conducted discreetly and that individuals not directly involved in the patient’s care will not be present without permission.
2. To expect all communications (e.g., discussions of patient’s condition, treatment, care, etc.) and records pertaining to the patient’s care, including source(s) of payment for treatment, be treated as confidential and securely maintained.
3. To have the clinical record read only by individuals directly involved in the patient’s treatment/care or in the monitoring of its quality or by individuals authorized by law or regulation.
4. To expect other individuals will have access to only that portion of information that is necessary to provide effective responsive services to the patient/family/surrogate decision-maker (legal representative).
5. To expect that clinical records will be maintained in a secure environment and that clinical information is not displayed where unauthorized individuals might see it.
6. Although the patient’s identity is not shared, some aspects of the case may be shared for staff or medical educational purposes.
Have access to visitors, telephone calls, mail, etc. Any restrictions to access will be discussed with you and you will be involved in the decision when possible.
1. Patients have the right to access individuals outside the facility by means of visitation, and/or other forms of oral or written communication.
2. Generally, patients have the right to expect unrestricted access to communication.
  - When the facility restricts a patient’s visitors, mail, telephone calls, or other forms of communication, the restrictions are evaluated for their therapeutic effectiveness.
  - Any restrictions are fully explained to the patient/family/surrogate decision-maker (legal representative) in a language that is understood, and are determined with their participation.
  - Clinical justification of such restrictions is documented in the clinical record.
Be provided access to interpreter services when you do not speak or understand the language, as well as communication aides, at no cost, for the deaf, blind, speech impaired etc. as appropriate.
1. Every effort will be made to assist the patient in effective communications, regardless of any language barrier or hearing/speech/vision impairment.
2. Interpreters will be provided, when necessary, for the non-Limited English Proficient speaking individuals.
3. Assistive devices will be made available for any identified communication barrier.
Have access to pastoral/spiritual care.
1. Patient/family/surrogate decision-maker (legal representative) may request pastoral/spiritual care from clergy of their choice or from the facility’s chaplains.
2. Access to chaplains may be arranged through the Spiritual Care Department at each facility or through the facility operator.
Receive care in a safe setting.
1. Staff will follow current standards of practice for patient environmental safety, infection control and security.
2. The healthcare team will consider the patient’s emotional health as part of a safe setting.
3. The facility will comply with all regulatory life safety standards.
4. Protective privacy shall be provided should the patient and/or their physician believe it is necessary for the patient’s personal safety.
Be free from all forms of abuse or harassment.
1. This right includes all patients, visitors and associates
2. Staff shall not willfully inflict injury, unreasonable confinement, intimidation or punishment to the patient.
3. Staff shall not willfully cause physical harm, pain, or mental anguish, this includes:
  - staff neglect,
  - indifference to infliction of injury, or
  - intimidation of patient by another. (Definition of neglect for the purpose of this statement is “the failure to provide goods and services necessary to avoid physical harm, mental anguish or mental illness”).
Have access to protective services (e.g., guardianship, advocacy services, child/adult protective services).
1. When the patient is in need of protective services (e.g., guardianship and advocacy services, conservatorship, and child or adult protective services), they have the right to assistance by a designated healthcare team member or independent individual in accessing the appropriate services. The patient, and when appropriate, their family, surrogate decision-maker (legal representative) will be provided in writing:
  - A list of names, addresses, and telephone numbers of pertinent state client advocacy groups maintained by the facility.
  - State survey and certification agency, the state licensure office, the state ombudsman program, the protections and advocacy network, and the Medicaid fraud control unit; and
  - Information regarding the patient’s right to file a complaint with the state survey and certification agency if there is a concern about abuse, neglect, or about misappropriation of property in our facility.
Request medically necessary and appropriate care and treatment.
1. The patient has the right to:
  - consult a specialist (at the patient’s expense),
  - change physician(s) and/or any member of the healthcare team,
  - transfer to another hospital
2. The patient/family/surrogate decision-maker’s (legal representative) right to make decisions about care is not equivalent to an ability to demand treatment or services that are deemed medically inappropriate or unnecessary.
Refuse any drug, test, procedure, or treatment and be informed of the medical consequences of such a decision.
1. Refusal of any drug, test, procedure, or treatment will not compromise access to care.
2. Consequences of such refusal will be explained and documented.
Consent to or refuse to participate in teaching programs, research, experimental programs, and/or clinical trials.
- giving information to make a fully informed decision;
- describing expected benefits;
- describing alternatives that might also help them;
- explaining procedures to be followed;
- explaining they may refuse to participate, and that their refusal will not compromise their access to the facility’s services.
Receive information about advance directives. Set up or provide Advance Directives and have them followed. Designate a surrogate decision-maker (legal representative) as permitted by law and as needed.
- Absence of an “advance directive” will not compromise access to care.
- For patients with advance directives, the facility’s health care professionals and designated representatives shall inform appropriate staff of and enable staff to honor the directives within the limits of the law and the organization’s mission, philosophy, and capabilities.
- The facility’s designated staff shall provide assistance to patients who do not have an “advance directive” but wish to formulate one.
- The patient’s surrogate decision-maker (legal representative, guardian, medical durable power of attorney agent, proxy decision-maker) has the right to exercise, to the extent permitted by law, the rights delineated on the patient’s behalf if the patient:
  - has been adjudicated incapacitated in accordance with the law,
  - has been determined by their physician to be medically incapable of understanding the proposed treatment or procedure,
  - is unable to communicate their wishes regarding treatment, or
  - is a non-emancipated minor unless receiving treatment which state or federal law provides that they may consent to.
- Complaints concerning advance directives will follow the patient grievance process.
Participate in decision-making regarding ethical issues, personal values or beliefs.
1. When issues arise, the facility will inform the Patient/family/surrogate decision-maker (legal representative) of the Ethics Committee and the process for ethical issues resolution, which includes an ethics consult. The facility will facilitate process for ethical issues according to policy and procedure.
Have a family member or representative of your choice and your physician promptly notified of your admission to the hospital.
1. Notification will be made as soon as can be reasonably expected.
Know the names, professional status and experience of your caregivers.
1. Staff and volunteers will wear a name badge while on duty.
2. Upon request, information regarding an individual’s experience shall be made available.
3. Upon request, the patient/family/surrogate decision-maker (legal representative) will be informed of:
  - The name of the physician/other practitioner who has primary responsibility for their care.
  - The identity and professional status of individuals responsible for authorizing and performing procedures or treatment.
  - Professional relationship to another health care provider, vendor or institution that might suggest a conflict of interest.
  - Any professional relationship to educational institutions involved in the patient’s care.
  - Any business relationships between individuals treating the patient or between the organization and any other health care service, or educational institutions involved in the patient’s care.
Have access to your clinical records within a reasonable timeframe.
1. Patients may inspect their clinical record upon reasonable notice (in accordance with Colorado Law) and to have a clinician explain any parts that are not understood.
2. Patients may have their clinical records made available to them or their legally authorized representative (in accordance with the state law and regulations of the Colorado Department of Public Health and Environment) through the Health Information Management Department.
3. Patients may have copies of their clinical record (at a reasonable expense to them).
4. Other individuals can have access to the patient’s clinical record upon the patient’s written authorization or that of their legally authorized representative.
Be examined, treated, and if necessary, transferred to another facility if you have an emergency medical condition or are in labor, regardless of your ability to pay.
1. Facility staff will follow their Emergency Medical Treatment and Active Labor Act (EMTALA) Policy and Procedure.
Request and receive, prior to the initiation of non-emergent care or treatment, the charges (or estimate of charges) for routine, usual, and customary services and any co-payment, deductible, or non-covered charges, as well as the facility’s general billing procedures including receipt and explanation of an itemized bill. This right is honored regardless of the source(s) of payment.
1. Based upon insurance information provided by the patient/family/surrogate decision-maker (legal representative), the facility shall provide assistance estimating co-payment, co-insurance, deductible or other charges that must be paid.
2. Individuals have the right to question or appeal decisions made by payers (i.e., insurance, Medicare, Medicaid, HMOs, etc.) regarding limitations of the amount paid and/or types of treatment covered. The concerns/issues may be referred to the facility’s billing department, and if needed these staff members will make the appropriate referrals. Call the hospital operator “0” or the hospital’s main number and ask for the billing department.
Be informed of the hospital’s complaint and grievance procedure and whom to contact to file a concern, complaint or grievance.
- The facility will provide a fair, fast and objective review of complaints
- The facility will follow the Complaint and Grievance Policy and Procedure.

Note: If you have financial issues or questions, please contact Centura Consumer Operations at (303) 715-7000

In order to improve your patient experience, it is important to provide prompt responses to your concerns. Facility will encourage patients to contact staff who are caring for you or contact the hospital operator by dialing “0” and ask for the Patient Representative; the Department Manager of the department providing your care; or RN Administrative Manager.

Customer Service Line: 303-426-2274
The facility will also inform the patient that he/she may contact the Health Facilities Division of the Colorado Department of Public Health and Environment directly regardless of whether you first used the hospital’s complaint and grievance process.

Mail: Colorado Department of Public Health and Environment
4300 Cherry Creek Drive South
Denver, CO 80222-1530
Telephone: (303) 692-2827

The facility will inform the patient of their right to contact the OCR regarding concerns about HIPAA, privacy or ADA compliance.

The Office for Civil Rights
Department of Health and Human Services
Room 1426, Federal Office Building
1961 Stout Street
Denver, CO 80294
Telephone: 303-844-2024/TDD 303-844-3439
Fax 303-844-2025
If after speaking with the hospital or system representative a patient concern still remains unresolved you may contact The Joint Commission:
The facility will also inform the patient they have the right to file a complaint with the Colorado Board of Medical Examiners, the State Board of Dental Examiners and the Colorado Podiatry Board if you have concerns with your physician, dental or podiatric patient care services, excluding fee disputes.

Mail: Division of Accreditation Operations, Office of Quality Monitoring
  The Joint Commission
  One Renaissance Boulevard
  Oakbrook Terrace, IL 60181

Telephone: 1-800-994-6610

  Fax: Office of Quality Monitoring (630) 792-4276.

28.      Patients have the right to receive a complete copy of the Hospital’s Notice of Privacy Practices.
               a. Facility Patient Access staff will provide a copy of this upon registration

Neonatal, Infant, Pediatric and Adolescent Rights

Neonates, child and adolescent patients possess the same rights and responsibilities of adult patients. It is, however, the responsibility of the parent/guardian to implement these rights and responsibilities on their behalf.
To receive encouragement for the participation and involvement of the parent/family/guardian throughout treatment. It is the responsibility of all Centura Health facilities to communicate issues surrounding the care of the patient including, but not limited to: discussion of the perception of the patient’s needs; information concerning condition, treatment and progress; involvement in the treatment, as appropriate; and participation in discharge planning.
To be provided a physical and social environment that is conducive to the care and treatment of neonates, children and adolescents. Age appropriate normalizing activities and resources are provided for and encouraged, such as play and recreation
To provide a physical and social environment that allows for normalizing experiences in self care and fulfillment of age appropriate responsibilities. Centura Health facilities coordinate these needed experiences through community resources such as tutors recommended by the patient’s school district.
1. Additional therapy may be provided through the hospital’s Physical and/or Occupational Therapy departments as appropriate.
To receive care in an environment with appropriate security and safety measures

Patient Responsibilities:

You have the responsibility to . . .

Ask questions and promptly voice concerns.
1. The patient/family/surrogate decision-maker (legal representative) are responsible for asking questions when they do not understand what has been told to them about their care or what is expected of them.
Give full and accurate information as it relates to your health, including medication.
1. The patient/family/surrogate decision-maker (legal representative) have the responsibility to provide, to the best of their knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, advance directives and other matters relating to the patient’s health.
Report changes in your condition or symptoms, including pain, and request assistance to a member of the health care team.
1. The facility will encourage patients and family members to seek assistance when the patient's condition worsens
Participate in the planning of your care, including discharge planning
Follow your recommended treatment plan.
1. The patient/family/surrogate decision-maker (legal representative) should express concerns regarding ability and willingness to follow the proposed course of treatment. The healthcare providers will make every effort to adapt the treatment plan to the patient’s specific needs and limitations. If you refuse treatment or do not follow instructions, you must accept the consequences of your decision.
2. The patient/family/surrogate decision-maker (legal representative) is responsible for keeping appointments. If the patient is unable to keep an appointment, then it is also the patient/family/surrogate decision-maker (legal representative)’s responsibility to notify the appropriate practitioner and/or facility.
Be considerate of other patients and staff
1. The patient/family/surrogate decision-maker (legal representative) are responsible for being considerate of the rights of other patients and staff, including assisting in the control of noise, smoking, limiting the number of visitors, following visiting hours and security procedures and/or aiding in the prevention of distractions.
2. In providing care, healthcare facilities have the right to expect behavior on the part of patients, their relatives and friends, which is reasonable and responsible considering the nature of the patient’s illness.
Secure your valuables.
1. The facility is not responsible for any valuables or belongings kept in the patient’s possession.
2. Patients are encouraged to send their valuables and/or belongings home with their family.
Follow facility rules and regulations.
1. Includes the “Non-Smoking” policy of the organization. In order to promote health, Centura facilities are non-smoking. Please ask your healthcare provider for the location of the designated smoking areas.
2. Includes visitation hours and limitation of visitors
Respect property that belongs to the facility or others.
1. Includes being responsible to keep all areas of the facility free of paper, food, drinks, trash, etc.
2. Includes prevention of theft
Understand and honor financial obligations related to your care, including understanding your own insurance coverage.
1. For assistance, call the hospital operator (“0”’) who will forward your call.