UNDERSTANDING EXPECTATIONS, RIGHTS & RESPONSIBILITIES
Carilion Roanoke Memorial Hospital and Carilion Clinic are committed to providing an environment that fosters quality healthcare for its patients, as described below. Employees are expected to assist patients in understanding and exercising their rights. Likewise, patients are expected to understand their responsibilities to their caregivers and other individuals attempting to provide services to them.
Our entire staff serves the community in all their ethnic, religious and economic diversity. Our goal is for you, and your family, to have the same care and attention we would want for our families and ourselves.
The following sections explain some of the basics about how you can expect to be treated during your hospital stay. They also cover what we will need from you to care for you better. If you have questions at any time, please ask them. Unasked or unanswered questions can add to the stress of being in the hospital. Your comfort and confidence in your care are very important to us.
We are dedicated to giving you the best healthcare and service possible. As a patient here, you may expect to receive considerate and respectful care. We will honor your rights to be informed and to be involved in making decisions about your care. You have the following rights as a competent adult patient:
- You have the right to know about your illness and proposed treatment and to participate in the development of your plan of care. Information will be given to you by your doctors and other members of your health care team in language you can understand.
- You have the right to make decisions about your care, including the right to know why you need an operation or treatment and who will perform that operation or treatment. This includes the right to refuse care or treatment and to know what may happen if you do not have this care or treatment.
- You have the right to develop advance directives and to have hospital staff comply with those directives.
- You have the right to access all information contained in your medical record within a reasonable amount of time (usually 15 days). This includes the right to know the name of the doctor who is in charge of your care and the names of all other health system staff taking care of you.
- You have the right to have a family member or representative and your own physician notified promptly of your admission to the hospital.
- You have the right to receive treatment in a safe, abuse–free environment without discrimination as to race, color, religion, gender, gender identity or expression, genetic information, sexual orientation, age, disability, veteran or active military status, marital status, national origin/ethnicity or source of payment.
- You have the right to personal privacy while in the hospital and to have all information about your illness and care treated as confidential.
- You have the right to be free from restraints or seclusion of any form that are not medically indicated.
- You have the right to receive appropriate assessment and management of pain.
- You have the right to agree or refuse to take part in any study or experiment related to your care or treatment.
- You have the right to review your bills and have any questions you have about them answered.
- You have the right to discuss your concerns or file a complaint with the hospital regarding your experience as a patient here, and to receive a response in a timely manner. You also have the right to an internal appeal to any response that you receive and a right to file a complaint with an external agency.
- You have the right to know your rights and responsibilities before treatment, if possible.
In order to receive optimal care, you and your family are responsible for:
- Providing accurate information about your present illness and past medical history and wishes for your medical care.
- Seeking clarification when necessary to fully understand your health problems and the proposed plan of care.
- Following through on your agreed plan of care.
- Considering and respecting the rights of others.
- Being courteous.
- Providing accurate information for insurance claims and working with Carilion to make payment arrangements when necessary, so that others can benefit from the services provided here.
- Following visitation policies of the hospital.
- Following the rules and regulations of Carilion and of the Commonwealth of Virginia which forbid:
- engaging in verbal or physical abuse,
- using alcohol or illegal substances, and
- carrying weapons of any kind.
You have rights under Virginia law to make decisions about your medical care. These rights include the right to accept or refuse care and the right to make advance directives about your care (a Durable Medical Power–of–Attorney and/or a Living Will). For further information about your Advance Directives, please consult your social worker/case manager or nurse.