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Patient Rights & Role

You have rights and a role regarding your treatment and care. Knowing them can help you make better decisions about your care.

Patient Rights:

GSHCS patients (or patient representatives, as appropriate) have the right to:

Nondiscrimination and Accessibility, including the right to:

    1. Access and receive treatment without regard to age, race, color, ethnicity, national origin, religion, culture, language, physical or mental disability, socioeconomic status, marital status, sex, sexual orientation and gender identity or expression, or any other status protected by law.
    2. Express cultural, emotional, spiritual, and personal values, beliefs, and preferences that do not harm others or interfere with your care. You also have the right to be addressed by your preferred or chosen name and pronouns.
    3. Effective communication and language services in a manner that meets your needs, at no charge to you. This may include an interpreter, hearing assistance, alternative formats, or other special equipment.
    4. Designate support persons, if you have a disability, to facilitate your care. Hospitals in the state of Oregon must allow a patient to choose at least three support persons and allow at least one support person to be with you at all times in the emergency department and during your stay at the hospital. Additional information can be found in GSHCS policy regarding Disabled Patients Right to Designate Support Persons.

Safety, including the right to:

    1. Receive care, treatment, and services in a location that is appropriate, safe, and secure for you and your property within the capability and mission of GSHCS, and in compliance with the law.
    2. Be free of abuse, neglect, harassment, or exploitation from staff, students, volunteers, other patients, visitors, or family.
    3. Request a chaperone during your examination.
    4. Receive protective services when needed, such as guardianship and advocacy services, conservatorship, and child or adult protective services.

Dignity and Respect, including the right to:

    1. Personal privacy in care delivery, such as accommodations that respect your desire for modesty.
      • This includes the right to be interviewed and examined in surroundings designed to assure reasonable visual and auditory privacy (e.g. the right not to remain disrobed any longer than is required for accomplishing the medical purpose for which you were asked to disrobe).
    2. Receive visitors of your choosing, with the understanding that visitation may be limited in areas to maintain safe and effective care, and for infection prevention practices, as outlined in the GSHCS Policy regarding Visiting Guidelines/Therapeutic Environment. You also have the right to restrict visitors.
    3. Be free from restraint and seclusion, unless it is necessary for safety reasons.
    4. Express concerns to your caregivers or to management, without the fear of retribution.
      • You or your representative may file a complaint/grievance verbally with a GSHCS supervisor or manager, or by calling the Customer Experience Line at 541.667.3427. A written complaint or grievance can be mailed to GSHCS, to the attention of the Quality Department, at 610 NW 11th Street, Hermiston, OR 97838.
      • If you are not satisfied with the resolution of any issue, you have the right to appeal. You also have a right to file a complaint directly with the following organizations:
        • Oregon Health Authority, Health Care Regulation and Quality Improvement
          Attn: Health Facility Licensing and Certification Program
          800 N.E. Oregon Street, Suite 465, Portland, OR 97232
          Phone: 971.673.0540 | Fax: 971.673.0556
          Email: [email protected]
        • DNV Healthcare USA Inc.
          Attn: Hospital Complaints
          4435 Aicholtz Road, Suite 900 Cincinnati, OH 45245
          Phone: 866.496.9647 | Fax: 281.870.4818
          Email: [email protected]
          Website: https://www.dnvhealthcareportal.com/patient-complaint-report

Communication and Participation, including the right to:

    1. Have a physician and family member (or or other designated contact person) notified promptly of your admission to the hospital.
    2. Be well informed about your condition, possible treatments, and the likely outcomes of these treatments.
    3. Participate in care planning and treatment decisions.
    4. Have your pain recognized and managed appropriately and in accordance with the care, treatment, and services provided.
    5. Accept or refuse a treatment, as permitted by law.
    6. Choose whether to participate in a research project.
    7. Receive information regarding unanticipated events and outcomes of care.
    8. Understand a decision to transfer you to another facility.
    9. Know the names and roles of individuals providing your care and who has primary responsibility for coordinating your care.
    10. Prepare an Advance Directive which allows you to express your wishes for care and life-sustaining treatments if you are ever unable to speak for yourself, and to authorize a representative to make health care decisions for you in the event that you are unable to speak for yourself. You also have the right to have those decisions respected.
    11. As a Medicare beneficiary, receive notice of non-coverage and your rights to appeal premature discharge.
    12. Know about any business interests or financial arrangements providers may have with health services to which you are referred.
    13. Receive an explanation of charges and information about financial assistance.
    14. Review your medical records and request an amendment.

Note: Except in emergencies when the patient lacks decision-making capacity and the need for treatment is urgent, the patient is entitled to the opportunity to discuss and request information related to the specific procedures and/or treatments, the risks involved, the possible length of recuperation, the medically reasonable alternatives and their accompanying risks and benefits.

Privacy and Confidentiality, including the right to:

    1. Know that your personal and medical information will be treated as confidential. You also have the right to request restrictions on the use or disclosure of your protected health information. See the GSHCS Notice of Privacy Practices for a complete description of how medical information about you may be used and disclosed, and how you can access this information.
    2. Know that for safety reasons, video or auditory monitoring may be done in some care areas or common areas.
    3. Opt out of being included in the directory for emergency room and admitted patients by contacting Registration at extension 3720. Unless you notify us that you object, we may respond to inquiries from friends, family, and clergy to confirm your location and religious affiliation.

Patient Responsibilities:

    1. Please provide honest and accurate information, to the best of your knowledge, regarding your medical history; medications, allergies, previous hospitalizations, family history, past and present injuries or illnesses, and other matters related to your health status.
    2. Take part in your health care decisions. Ask questions and make it known if you don’t understand treatment and care, or what is expected of you. Report unexpected changes in your condition to your nurse. Notify your caregivers if you anticipate problems in following prescribed treatment.
    3. Be considerate and respectful of other patients, visitors, and staff. Refrain from using discriminatory, profane, derogatory, or threatening language, imagery, and behavior. Follow GSHCS rules and regulations affecting patient care and conduct. Helping control noise and disturbances, and follow our Non-Smoking/Tobacco-Free Campus policy.
    4. Ensure we have a copy of your Advance Directive, if you have one.
    5. When possible, leave at home (or send home) your personal valuable items. Keep hearing aids, dentures, etc. in designated containers to avoid damage or loss.

Your Opinion Counts

As part of our commitment to providing our community with an excellent experience while in our care, GSHCS voluntarily participates in a patient experience survey in accordance with the Centers for Medicare and Medicaid Services (CMS). This third-party survey allows us to benchmark our delivery of care and your experience against other participating health care systems nationally. You may receive a survey via email or in the mail with a postage-page return envelope. Please take a few minutes to respond to the survey and share your opinions about your care. Your feedback helps us ensure that we’re delivering on the best possible care and is an important part of our efforts to improve the care and services we provide.

If you would like to see how GSHCS compares to other hospitals please click here.

Compliments

We always love to hear how our staff made your experience great. You can tell us who went above and beyond in one of several ways:

  • Visit https://www.gshealth.org/compliments to utilize our confidential online form.
  • Email [email protected]
  • Call our Customer Experience Line at 541.667.3427
  • Send a note or card in the mail to GSHCS, to the attention of the Quality Department, at 610 NW 11th Street, Hermiston, OR 97838

Note: If you wish to share your message of thanks or encouragement publicly, you can visit https://www.gshealth.org/give-thanks to utilize our form.

Privacy


Put simply, we take privacy issues very seriously at Good Shepherd. You have privacy rights under a federal law that protects your health information. These rights are important for you to know. You can exercise these rights, ask questions about them, and file a complaint if you think your rights are being denied or your health information isn’t being protected.

Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes, and other healthcare providers must follow this law. Others who must follow the law include health insurance companies, HMOs, most employer group health plans, and certain government programs that pay for health care, such as Medicare and Medicaid.

The U.S. Department of Health and Human Services explains your rights in detail. Questions about Good Shepherd privacy policies and practices can be addressed to Paula Cooney at 541.667.3620.

Paula Cooney
Director of Medical Records
541.667.3620
[email protected]

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