PATIENT RIGHTS AND RESPONSIBILITIES
In keeping with the Providence’s values and beliefs to give good health care, Providence values and protects people’s rights.
You have the right to reasonable access to care regardless of age, race, color, creed, ethnicity, religion, national origin, marital status, sex, gender identity or expression, sexual orientation, disability, association, veteran or military status, or any other basis prohibited by federal, state, or local law.
AS A PROVIDENCE PATIENT, YOU HAVE THE RIGHT TO:
- Be treated with respect for your personal values, cultural, and spiritual beliefs. Providence does not allow or agree with words that would offend, discriminate or treat any person in a different way.
- Know about your state of health, diagnosis and care plan in a language you understand, and to share in decisions about your plan of care. This includes finding out about and caring for your pain.
- Be treated politely and fairly when asking for care. This includes the use of a service dog. Providence will give you more choices if we do not have the type of care you need.
- Ask for medical care, or choose no medical care, or change your mind about care, as much as Texas Law, Providence policies, and Catholic identity allow.
- Give permission for Providence to notify your doctor and a family member or other person you choose that you have been admitted to the hospital.
- Choose the person or persons who may visit during your hospital stay, unless there are medical or safety reasons to limit visitors. You also have the right to change who can visit at any time. Providence makes sure all visitors have full and equal ability to visit as you and the law allow.
- As Texas Law directs, have a legally chosen person to make choices and protect you if you are a minor or your medical condition does not allow you to make choices.
- As Texas Law directs and allows, get confidential, private, and secure health care that keeps your health information safe.
- Ask for and see your health record within a reasonable time frame.
- Receive care free from abuse or harassment and get the protection and assistance from protective or advocacy services.
- Receive care free from being kept alone or restrained unless medically needed.
- Help decide what you consider to be right or wrong about your care.
- Be provided facts about any medical research and the possible benefits, problems or other choices you may have about research or educational projects as part of your care.
- Receive care you understand in your preferred language using language services, interpreters, sign language, or other methods as needed.
- Receive a copy of your patient rights at Providence.
- Receive facts about how to complain and file a grievance without affecting your care or treatment.
- Receive facts about S Providence’s rules about patient care and behavior.
- Ask for and get your bill explained in a way you can understand.
AS A PROVIDENCE PATIENT, YOU HAVE THE RESPONSIBILITY TO:
- Tell us about your health condition to the best of your ability.
- Tell us if you do not understand your care plan.
- Ask questions and tell us about problems or changes in your condition.
- Follow the care plan and take your prescribed medications.
- Talk to your doctor or nurse if you decide not to follow your care plan. You are responsible for any problems that happen as a result.
- Pay your bills for care. Ask for help if you are not able to pay.
- Follow Providence’s rules and regulations of patient care and conduct.
- Show respect to other patients, medical staff, and hospital property. Providence does not allow or agree with words that would offend or treat any person in a different way.
ADVANCE DIRECTIVES (DECISIONS):
You can make important legal decisions about your health care in advance. You can also decide on a person you trust to make decisions for you. These decisions help if you become too ill and are unable to say what you want. These decisions are called Advance Directives. Please ask your nurse for Advance Directives Information. You can also get help to complete an Advance Directive Form.
ETHICS CONSULTATION (HELP MAKING A HARD DECISION):
You can ask for help when you may have to make a hard decision. You and your loved ones may be worried or disagree about a care plan decision. Please tell your nurse or other medical staff that you would like some help. Ethics counseling is a free service for you, your family and your legal representative.
REQUESTS, SUGGESTIONS, COMPLAINTS, GRIEVANCES (PROBLEMS) OR COMPLIMENTS:
Providence values quality health care and patient satisfaction. However, we know that problems may happen. We ask that you first try to talk about any problems with the person causing the problem. If that does not help, you may ask for help from the Clinical Manager, Department Director, or a Patient Representative. They will be able to explain how to seek further help with your problem. You can also notify these state or federal health care agencies below:
Texas Department of State Health Services
Health Facility Compliance Division
PO Box 149347
Austin, TX 78714-9347
Complaint Hotline: 1-888-973-0022 or contact by email
The Joint Commission
Office of Quality and Patient Safety
One Renaissance Blvd
Oakbrook Terrace, IL 60180
Complaint Hotline: 1-800-994-6610 or contact by email
Texas Medical Board
Complaint Number: 1-800-201-9353
You can file a complaint if you are on Medicare and have concerns about your care, your covered services or feel you were discharged too soon from care. Quality Improvement Organizations, a group of doctors paid by the federal government, can review your complaint. They decide if your care was a medical necessity, correct, and good quality. Contact the following:
KEPRO – Medicare Quality Improvement Organization
Complaint number: 1-844-430-9504
DISCRIMINATION IS AGAINST THE LAW
Providence provides free auxiliary aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign language interpreters
- Written information in other formats
Providence provides free language services to people whose primary language is not English, such as:
- Qualified interpreters
- Information written in other languages
If you need these services from inside a Providence facility dial “0” (Voice/TDD).
From outside Providence please call 254-751-4000, dial “0” for the operator (Voice/TDD).
You can file a complaint if you feel you have been treated unfairly on the basis of age, race, color, creed, ethnicity, religion, national origin, marital status, sex, gender identity or expression, sexual orientation, disability, association, veteran or military status, or any other basis not allowed by federal, state, or local law. Report the complaint to the following:
Section 1557 Coordinator
1345 Philomena St., Austin, TX 78723
Phone: 512-324-1000, dial “0” (voice/TDD) for operator and request “Section 1557 Coordinator”
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, DC 20201