We 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 health care 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 receive considerate, respectful, compassionate and appropriate clinical care in a safe setting regardless of age, gender, race, color, national origin, religion, language, culture, sexual orientation, gender identity and/or expression, marital or parental status, pregnancy, disabilities, veteran’s status, citizenship or source of payment.
- You have the right to be free from all forms of harassment and abuse.
- You have the right to receive care in a safe setting.
- 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 access all information contained in your medical record within a reasonable amount of time. 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. In some areas, this information may be limited to first name and last initial.
- 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.
- You have the right to make informed 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 agree or refuse to take part in any study or experiment related to your care or treatment.
- You have the right not to be transferred to another facility unless you are given a complete explanation of the transfer, informed of alternatives to the transfer and consent to the transfer.
- You have the right to be free from restraints or seclusion of any form that are not medically indicated.
- You have the right to have visitation or the presence of a support person, such as a family member, close friend or loved one. The presence of that support person may be limited if it infringes on others’ rights, raises safety concerns or is not medically indicated. You have the right to have your support person and your own physician notified promptly of your admission to the hospital.
- You have the right to receive appropriate assessment and management of pain.
- You have the right to take part in resolving ethical issues or conflicts that arise during the course of your care.
- 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, without affecting your care, 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 Clinic 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 Clinic and of the Commonwealth of Virginia, which forbid:
- Engaging in verbal or physical abuse
- Using alcohol or illegal substances
- Carrying weapons of any kind
You have the right to make an advanced directive about your health care treatment preferences and to have staff comply with that directive. For further information about your advanced directives, please consult your social worker/case manager or nurse.
We are always interested in improving. When an individual has any concerns about patient care and safety in the hospital that has not been addressed, he or she is encouraged to contact the hospital’s management. Ask your nurse or the hospital operator to call an administrative representative for you. If you have questions, comments or concerns about your care or safety, please contact the patient advocate or administration for the location.
For concerns outside of the above facilities, you may ask for management at the site or you may call 540-981-7751 to speak with a patient advocate.
If you have questions about patient rights or responsibilities, quality of care, coverage decisions or premature discharges, you may also notify:
Complaint Intake Office of Licensure & Certification Virginia Department of Health 9960 Mayland Dr, Suite 401 Henrico, Va. 23233 Phone: 1-800-955-1819 Fax: 1-804-527-4503 OLC-Complaints@vdh.virginia.gov
U.S. Department of Health and Human Services Centers for Medicare & Medicaid Services 800-633-4227
Carilion Clinic is accredited by several agencies, including The Joint Commission, whose mission is to continuously foster and improve the safety and quality of care provided to the public through the organizations that seek its accreditation.
If issues cannot be resolved by the hospital, you may also contact The Joint Commission’s Office of Quality Monitoring. You may report any concerns or register complaints about a Joint Commission-accredited health care organization using the contact information listed above. Reports made at www.jointcomission.org may be completed using the “Report a Patient Safety Event” link in the “Action Center” on the home page.