When you need health care, the doctors, nurses and other caregivers at Centegra Health System want to give high quality and respectful care to you and your family. We will give this to all people whatever their race, color, national origin, age, or abilities. This document explains to you how you and your family can expect to be treated while you are receiving care from us. It also explains what help we need from you and your family to give you very good care.
High Quality Care
You have the right to receive high quality care from our team of caregivers. Please tell them if you have concerns about your care or if you are in pain. You have the right to have your pain treated. You have the right to know the names of your doctors, nurses, and other caregivers and what their role is. You will be told if they are students or other trainees. You have the right to ask how we staff our units with health care providers.
Clean and Safe Environment
Centegra wants to give you a clean and safe environment. You have the right to be free from abuse, neglect, punishment or harassment. You also have the right to be free from restraint or seclusion unless it is needed to keep you or others safe. This means that you have the right to be treated with respect and to be kept safe. You have the right to know when something goes wrong with your care. We will tell you what happened and any changes that will occur in your care.
Involvement in Your Care
You have the right to talk with your doctors, nurses, and other caregivers to understand your care. You have the right to ask questions and make decisions about your care and treatment. This includes:
- Your medical condition and the recommended treatments
- The benefits and risks of each treatment
- Whether your treatment is experimental or part of a research study
- What you can expect from your treatment and illness and any long-term effects it might have on you
- What you and your family will need to do after you leave the hospital
- What to expect if you refuse treatment and the effect it will have on you
- Discussing your treatment plan
When you enter a Centegra facility you sign a consent that allows us to treat you. You may also be asked to sign consents to give permission to do surgery, procedures, and experimental or new treatments. We want you to know what is planned and what you are agreeing to. You have the right to refuse a treatment or surgery. Your doctor will explain to you the possible medical results of refusing a recommended treatment. You are able to talk to another doctor at your own cost about other treatments that might be right for your condition. You have the right to refuse to take part in a research study.
Help From You
You can help your caregivers provide you with very good care by giving them complete and correct information about your health. This includes:
- Past illnesses, surgeries or hospital stays
- Your family’s health history
- Past allergic reactions
- Any medicines, vitamins, or herbs you are taking
- Your insurance information and coverage
Understanding Your Healthcare Goals and Values
You may have health care goals and values that are important to you. You may also have important spiritual or cultural beliefs. Please tell your caregivers about them. We will consider them as much as possible when you receive care from us. You have the right to get information about your care in your language to help you understand your condition and make decisions. These interpreter services are free of charge.
Communicating with Others
You have the right to be in contact with others outside the hospital by telephone or mail service. You have the right to have a family member or friend and your own doctor informed promptly when you are admitted to the hospital.
Understanding Who Should Make Decisions When You Cannot
Please give your doctor, your family, and your care team any Advance Medical Directives that you have signed. An advance medical directive states how you want your medical decisions made if you can no longer tell us your wishes. Your caregivers will follow your stated wishes.
For more information, visit Advance Directives.
Protection of Your Privacy
There are laws and hospital rules that protect the privacy of your health information. For more information, see Centegra’s Privacy Statement.
Voicing Your Concerns
You have the right to tell us your concerns and complaints about your care to any member of our health care team. You can expect a fair review of your complaint in a reasonable amount of time. You will not be treated poorly and your care will not be affected if you tell us a concern.
Help When Leaving the Hospital
Your doctor may suggest you be moved to another hospital or facility as part of your treatment plan. You have the right to be told about the need for a transfer and other treatment options. If you need help when you go home, our discharge planners will work with you and your doctors to make plans for your care after discharge. They will help you find resources that provide the care you need when you leave the hospital. You will be told if Centegra has a financial interest in any referrals. You can also expect to receive instructions about how to take care of yourself when you go home. This may include:
- Your diet plan
- Your therapy plan
- An up-to-date list of your current medications
- Follow-up visits with your doctor
Help with Your Bill
Hospital bills and insurance information are often hard to understand. You have the right to receive help with this. This help includes:
- The right to be told if your insurance company will no longer cover the cost of your health care services.
- The right to see and understand your bill.
- The right to check if your bill is correct.
- We will explain your bill to you if you do not understand it.
- We will give you information about financial help that might be right for you.
- We may also make arrangements with you for a fair payment plan to pay your bill.
We also need your help. You must give us all the financial information that we ask for to help us decide if you can receive assistance. You need to tell us of any change in your financial status that may change your ability to pay your bill. You have a duty to pay for the hospital services you receive.
Your Responsibilities as a Patient
You and your family are responsible for certain behaviors to help Centegra provide very good care for all of our patients. These responsibilities include:
- Providing information. You and your family are responsible for giving us complete and correct information about your health. You should also report any concerns about your care and any changes in your condition.
- Asking question. You and your family should ask questions when you do not understand your care, treatment, or what you are expected to do.
- Following instructions. You should follow the treatment plan developed for you. You should tell us any concerns you have about following your treatment plan. You are responsible for going to your scheduled appointments. If you are not able to keep your appointments you should tell us in advance.
- Accepting consequences. You and your family are responsible for the results if you do not follow the treatment plan suggested by your caregivers.
- Following rules. You and your family should follow Centegra’s rules and regulations.
- Showing respect and consideration. You and your family are responsible for respecting the rights and property of other patients, visitors, and Centegra employees. This includes keeping noise down, not smoking, and limiting visitors in your room.