Patient Rights & Responsibilities
Courteous and Respectful Treatment
Rights
You have a right to be treated with dignity and respect. You can expect the following:
- Staff shall introduce themselves and explain the care they will provide.
- Staff shall be courteous to you and your visitors.
- Your care shall not be affected by race, color, religion, sex, age, ability to pay or diagnosis.
- Your access to communication, visitors, mail and telephone calls shall not be restricted unless clinically indicated or specifically requested by you.
- Your cultural and religious beliefs shall be respected and accommodated, as appropriate.
- To be addressed in a manner that is comfortable to you.
- Communication assistance including interpretation services for non-English speaking individuals.
Responsibilities
You have a responsibility to be considerate and to make your needs and expectations known.
- If you feel you are not being treated appropriately, please let the staff know or call the Patient Advocate by dialing "0".
- You have a responsibility to be considerate and to make your needs and expectations known.
- The Patient Advocate facilitates the flow of services and promotes communication between patients, families, visitors, physicians and hospital staff. Assistance is provided to patients seeking solutions to hospital-related problems, complaints, and unmet needs. Questions will be answered, comments and suggestions listened to, hospital policies and procedures explained and help offered with problems or concerns individuals may have.
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Privacy and Confidentiality
Rights
You have a right to privacy during the provision of care and discussions regarding your care and treatment and to the confidential handling of your medical record. You can expect the following:
- To have the door closed and, if available, the curtain around your bed pulled during care and treatment.
- To have your identity as a hospitalized patient protected, if requested or required by law.
- Only authorized individuals will have access to your medical record and protected health information. Your medical record and protected health information will not be released to individuals outside of Mercy without your written consent, except as governed by law.
- To be given access to Mercy's Notice of Privacy Practices, which describes how medical information about you may be used and disclosed and how you can get access to this information.
Responsibilities
You have a responsibility to respect the privacy of others.
- Maintain a quiet atmosphere by avoiding loud talking and laughter and limiting the number of visitors.
- Telephones, televisions, radios and lights should be used in a manner agreeable to others and consistent with hospital policies.
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Healthcare Decisions
Rights
You have the right to make decisions regarding your care including the right to refuse treatment. You also have the right to formulate an advance directive to assure that your wishes will be carried out if you are unable to make decisions for yourself. You can expect the following:
- An explanation of your condition, the risks and benefits of the proposed treatment and alternative treatments.
- Your physician and hospital staff shall comply with your advance directive to the extent permitted by law and in keeping with the philosophy of Mercy Medical Center.
- You and/or your significant other may access appropriate consultation regarding ethical issues arising in your care.
Responsibilities
You have a responsibility to make informed decisions.
- Ask as many questions as you need to fully understand your condition and treatment options.
- Consents should only be signed when you are comfortable that you have received sufficient information and your questions have been answered.
- Inform the hospital staff if you have an advance directive and provide the most recent copy.
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Care and Treatment
Rights
You have the right to be fully informed regarding your care and treatment and to participate in the planning and implementation of your care. You can expect the following:
- To receive adequate information to make treatment decisions.
- To have your plan of care periodically reviewed with you.
- To choose whether or not to participate in research studies.
- To have access to your medical record within a reasonable timeframe when requested.
- Continuity and coordination of your care throughout your hospital stay.
- Adequate discharge planning to assist in the transition to other levels of care including home care, as appropriate.
- To be informed regarding the cost of your care.
- Consideration of your emotional and spiritual needs as well as physical needs.
- To have a family member or representative and your physician notified promptly of your admission to the hospital.
Responsibilities
You have a responsibility to provide complete and accurate information to your physician and hospital staff and to follow your treatment plan.
- Report any changes in your condition on a timely basis.
- Ask questions regarding your care and treatment.
- Participate in planning your care, as appropriate.
- Request assistance as appropriate to minimize the risk of falling and injury.
- Ask questions and clarify information regarding the cost of your care.
- Be aware of your insurance coverage and provide Mercy Medical Center with the most up-to-date information.
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Pain Management
Rights
You have a right to pain relief. We care about your pain and will assess and manage it effectively, and provide education to you about your role in pain management. You can expect the following:
- A compassionate staff committed to pain, prevention and management.
- Timely response to reports of pain.
- To have your report of pain believed.
- Information about pain, pain relief measures, and possible side effects.
- Effective state-of-the-art pain management
Responsibilities
You have a responsibility to participate in the management of your pain.
- Ask your healthcare professional what to expect regarding pain and pain management.
- Discuss pain relief options with your healthcare professional.
- Work with your healthcare professional to develop a goal for pain relief and a pain management plan.
- Ask for pain relief when pain first begins.
- Help your healthcare professional assess your pain.
- Your participation in managing your pain will be valued.
- Tell your healthcare professional if your pain is not relieved.
- Tell your healthcare professional about any worries you may have about taking pain medications and their side effects.
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Safety
Rights
You have the right to receive care in a safe and secure environment and to expect reasonable steps to ensure your safety and security during the provision of care. You can expect the following:
- Care provided by qualified, competent staff.
- Freedom from all forms of abuse - verbal, physical, psychological/emotional, and sexual.
- Freedom from physical and chemical restraints or seclusion imposed as a means of coercion, discipline, convenience or retaliation by staff.
- To access protective services as appropriate.
- Patient and family education about your role in safety management, such as patient identification, hand hygiene, proper isolation techniques, restraints and seclusion, medication management, surgical site identification, skin breakdowns, falls, pain management and understanding of discharge instructions, as appropriate.
Responsibilities
You have a responsibility to adhere to appropriate Medical Center policies that you are informed about.
- Mercy Medical Center is a smoke-free facility. No smoking is allowed.
- Valuables and large amounts of money should be safeguarded by sending home with family members or depositing in the hospital safe.
- You should respect Mercy Medical Center property.
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Complaints
Rights
You have the right to voice complaints/ grievances and to recommend changes in policies and services to hospital staff and/or to outside representatives of your choice. You can expect the following:
- A timely response to all complaints.
- There will be no coercion, discrimination or reprisal when complaints are reported.
- A thorough investigation of the situation and the implementation of corrective action, as appropriate.
Responsibilities
You have a responsibility to address any concerns/complaints regarding your care.
- Complaints and grievances may be directed to the staff most directly involved in the situation and/or to the department head, the Patient Advocate, or administration. The Patient Advocate may be reached by dialing "0".
- Outside representatives that may be contacted include, but are not limited to:
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The Iowa Department of Inspections and Appeals
Lucas State Office Building
Health Facilities Division
Des Moines, IA 50319-0083
phone: (515) 242-6515
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State of Iowa Long-term Care Ombudsman
Department of Elder Affairs
Clemons Bldg., 3rd Floor
200 10th St.
Des Moines, IA 50309-3609
phone: (800) 532-3213
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Region VII Office for Civil Rights
Kansas City, MO
Phone: (816) 426-7277
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