It is the mission, vision and values of the medical staff, employees and volunteers of Parkland Health Center to provide you with quality care and treatment. 

In addition to receiving quality compassionate care, as a patient you are entitled to certain rights and protections. We affirm and support the following patient rights:

ACCESSION CARE AND SERVICES 
As a patient, you have the following rights:

• To receive notification upon admission (either inpatient or outpatient) of your patient rights in writing and information concerning important hospital policies and a list of available supportive resources, such as an ethics committee, patient advocate and pastoral and spiritual services.
• To receive considerate and respectful care from hospital personnel.
• To expect medically appropriate health services from the hospital within its capabilities. Although treatment referral or transfer may be medically appropriate, you will be informed of the risks, benefits and alternatives prior to the transfer of your care to other health care providers. You will not be transferred from the hospital until another facility accepts you for care.
• To voice any concerns that you may have regarding the care you receive and to have those concerns reviewed and resolved. Voicing concern whether by you or another individual on your behalf, will not compromise your care or access to health care at the hospital.
  • If you or a designated representative has a concern regarding care received, you or your representative are encouraged to contact any staff present, the manager or director of that department, or the patient care advocate who may be reached at telephone number 573.760.8139.
• To access internal hospital or external grievance process for the timely review of concerns or more serious issues that may affect care and to receive a written notice of any decision made regarding your concerns. (See the Resolution of Client Concerns section below for phone numbers and addresses of who to contact.)
• To expect that your physician and family members or representatives will be notified promptly of your admission to the hospital, unless you request that this not be done.
• To examine and receive an explanation of your hospital bill.

IN RECEIVING TREATMENT 
As a patient, you have the following rights:

• To be involved in the development and implementation of your plan of care and to receive information from your physician to enable your informed decision and consent prior to the start of any procedure and/ or treatment. Except in emergencies, such information for informed consent should include, at a minimum, the specific procedures and/or treatment proposed, the medically Significant risks involved, benefits of the procedure and the medical alternatives, if any, available.
• To receive medically necessary and appropriate care.
• To obtain understandable information concerning your diagnosis and health status, proposed treatment and prognosis, and the financial implications associated with the available treatment choices.
• To know the name of the physician responsible for coordinating your care, as well as the identities of other health care members involved in your care.
• To refuse treatment, to the extent permitted by law, including being informed of the medical consequences of the refusal of treatment.
• To the appropriate assessment and management of your pain.
• To be free from restraints or seclusion that are not medically necessary or are imposed as a means of coercion, discipline, convenience or retaliation by staff, or used in a manner that is not consistent with federal and state regulations.
• To consent or decline to take part in research and/or experimental procedures affecting your care.
• To be informed by the practitioner responsible for your care of any continuing health care needs following discharge from the hospital.
• To know if the hospital has relationships with outside individuals that may influence your treatment and care. These relationships may be with educational institutions, other health care providers or insurers.

PERSONAL PRIVACY AND CONFIDENTIALITY 
As a patient, you have the following rights:

• To confidentiality and personal privacy concerning your medical care program. Case discussion, consultation, examination and treatment are confidential.
• To receive care in a safe setting, free from abuse or harassment.
• To expect that all communications and records pertaining to your care are treated as confidential. Permission in writing is necessary before the hospital will release any health care information, except as may otherwise be permitted or required by law.
• To reasonable access and review of your medical records.

ADVANCE HEALTH CARE DIRECTIVES AND END-OF-LIFE DECISIONS 
As a patient, you have the following rights:

• To inform the hospital of any advance directives for health care, such as a living will or power of attorney for health care, that express your care and treatment wishes should you be unable to express those wishes. If you have a written advance directive, you should provide copies to your physician, the hospital and your family if you do not have one and wish to receive information concerning advance directives, we can provide you with some information. You may ask your nurse or contact the Quality Department at ext. 8139 or Pastoral Care Department at ext. 8301.
• To have end-of-life issues related to your care addressed with dignity and sensitivity, and to participate in any discussion concerning any ethical issues arising from your care.
  • If you have any ethical issues or concerns regarding your care or if you need assistance with community resources, you are encouraged to contact the hospital Care Management Department at ext. 8176.
• To have the hospital staff and practitioners who provide you with care in the hospital comply with these directives to the extent permitted under law and consistent with your provider's beliefs.

PATIENT VISITATION RIGHTS
As a patient, you have the right:

• To designate or have a support person (if you are unable to designate) those individuals who may visit you while in the hospital, including those individuals who may be (but are not limited to) a spouse, domestic partner (including a same-sex domestic partner), another family member, or a friend.
• To withdraw or deny such designation for visitation at any time. To designate those visitors regardless of the relationship types, without restrictions or limitation placed on visitation on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.
• In balancing all aspects of care for all patients, the hospital may, however, place clinically appropriate and reasonable restrictions and limitations on visitation. These limitations address generally circumstances when a patient is undergoing care, for infection control, when visitation may interfere with the care of other patients or for safety concerns related to patients, visitors, staff or health care providers. For example, we may place limitations in the following circumstances:
  • For protection status for patients who are prisoners, victims of a violent crime or transferred from a facility where they have been on protective status.
  • To establish hours for visitation or for specific patient care units including limits on number of visitors, or the minimum age requirements for child visitors;
  • For patient/visitor risk of infections/ communicable diseases;
  • For clinically based needs of the patient.
  • For conduct demonstrated by a visitor that may jeopardize the safety of any patient, visitor, staff member or health care provider.
• In instances where it may be necessary for patient visitation to be limited or restricted, we will strive to explain the reasons for the limitation to the patient. All visitors will enjoy full and equal visitation privileges consistent with your patient preferences.

PATIENT RESPONSIBILITIES
Because your participation in your care is important, you, as the patient, have the following responsibilities:

• To provide, to the best of your knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, description of pain and pain relief and other matters relating to your health, and to report unexpected changes in your condition to your provider and hospital staff caring for you.
• To ask questions or request additional information if you do not understand what you have been told about your care or treatment plan.
• Once an agreed upon plan of care is determined, to follow the established treatment plan as the coordinated plan of care and the interventions for pain relief. You are responsible for keeping appointments, and when unable to do so for any reason, to notify your practitioner or the hospital.
• To be responsible for your own decisions if you refuse treatment or do not follow the practitioners instructions concerning the treatment plan.
• To follow the hospital policies and rules affecting your care and conduct while in the hospital.
• To be considerate of other patients and hospital staff. The hospital works to provide care efficiently and fairly to all patients.
• To facilitate the arrangements for the appropriate payment to the hospital for the care and treatment provided to you, including providing accurate information of insurance or other payment information.
• Your health depends not just on your hospital care, but, in the long term, on the decisions you make in your daily life and the effect of those lifestyle decisions on your personal health.

RESOLUTION OF PATIENT CONCERNS 
It is the policy of Parkland Health Center that our patients are informed of their rights and given the opportunity to present their concerns. The primary contact for patients is the Patient Advocate, 8 a.m.-4:30 p.m., Monday-Friday at 573.760.8139. The House Officer is available after hours and on weekends. Either the Patient Advocate or the House Officer will meet with the complainant to review the problem. If the problem cannot be resolved promptly by staff that is present, the complainant will receive continuous feedback on the progress of its resolution. The patient may lodge a grievance with the state agency directly, regardless of whether he/she has first used the hospital's grievance process. 

Missouri Department of Health 
1730 Southridge 
Jefferson City, MO 65102 
573-751-6303 
Complaint Hotline 800-392-0210 

The Joint Commission 
One Renaissance Blvd. 
Oakbrook Terrace, IL 60181 
1-800-994-6610