Patient Rights & Responsibilities

Know Your Rights and Responsibilities

Hancock Health Gateway Services, including our associates, medical staff and volunteers, jointly affirm and recognize the following rights and responsibilities of our patients and clients.  If a patient is a minor or mentally incapacitated, these rights and responsibilities apply to the parent(s), guardian(s), next of kin, or other authorized representatives in accordance with the law.

Patient Rights

• Patient or representative (as allowed under the State’s law) must be informed of his or her rights in advance of providing or discontinuing care whenever possible
• The patient’s rights notice will be provided to all patients, inpatient or outpatient
• Explanation of patient rights in a language or manner that the patient (or representative) can understand
• The patient or representative has the right to file a grievance
  • To be informed of whom to notify within the facility for a grievance
  • To be informed of the grievance process/procedure
  • To be informed of how to contact a State agency to file a grievance (this includes a phone number and address of the State agency
  • To be informed that a grievance can be made directly with a State agency without using the facility’s grievance process
  • Timely resolution of grievances
  • To be notified in writing if a grievance cannot be resolved in 7 days
  • To receive a written notice, in a language or manner the patient or representative can understand, on the facility’s determination on the grievance. This notice will also include the name of the facility contact person, steps taken in the investigation, and date the investigation was completed
• The right to participate in the development and implementation of a plan of care
• Patient or representative (as allowed by State law) has the right to make informed decisions regarding his or her care. The patient’s rights include being:
  • Informed of health status
  • Being involved in care planning and treatment
  • The right to request or refuse treatment, however, this right does not provide a way to demand the provision or treatment of medically inappropriate or unnecessary procedures
• The right to formulate an advance directive and to have the staff and practitioners who provide care in the facility comply with these directives
• The right to personal privacy
• The right to receive care in a safe setting
• The right to be free from all forms of abuse or harassment
• The right to the confidentiality of his or her clinical records
• The right to access information contained in the clinical records within a reasonable time frame
• The right to be free from restraints of any form that are not medically necessary or those used as a means of coercion or retaliation by staff
• The right to be fully informed of and to consent or refuse to participate in any unusual, experimental or research project without compromising access to services
• The right to know the professional status of any person providing services
• The right to know the reason for any proposed change in the Professional Staff responsible for care
• The right to know the reason for transfer, either within or outside the facility
• The relationship of the facility or other persons or organization participating in providing of care
• The right of access to the cost, itemized when possible, of services provided in a reasonable period of time
• The right to be informed of the source of the facility’s reimbursement for services and any limitations that may be placed upon care
• The right to have pain treated as effectively as possible
• The right to be informed of any clinically necessary or reasonable restriction or limitation the facility may have to visitation. These restrictions will not limit or deny visitation privileges based on race, color, national origin, religion, sex, gender identity, sexual orientation or disability
• The right to withdraw consent to visitation at any time.
• Visitors may enjoy full and equal visitation privileges consistent with the patient’s preference (or support person where appropriate)
• The patient’s family has the right of informed consent for donation of organs and tissues
• The patient has the right to request that Hancock Health Gateway Services restricts how it uses or discloses my PHI to carry out TPO. He/she understands for any services for which are paid out-of-pocket in full, the facility will honor the patient’s request to not disclose information about those services to his/her health plan, provided that such disclosure is not necessary for treatment. In all other circumstances, the facility is not required to agree to requested restrictions, but if it does, it is bound by this agreement.

Patient Responsibilities

To assist in meeting healthcare needs and the provision of appropriate care, each patient or representative, if applicable, is responsible for the following:

• Provide accurate and complete information regarding matters related to his/her health
• Participate as fully as possible in his or her care. This includes asking questions regarding medications, tests, procedures, etc.  and informing the physician or associate if the plan of treatment is not understood
• Following the plan of care agreed upon by the patient and caregivers
• Assuming responsibility for his or her actions if the treatment plan was not understood, treatment is refused or instructions given by the medical team are not followed
• Assuring financial obligations regarding healthcare are fulfilled
• Understanding the coverage of his or her insurance policy including contacting the insurance company for questions or concerns regarding coverage
• Paying his or her portion of the facility bill
• Asking to speak to a facility representative to discuss options for paying the facility bill
• Determine the physician’s participation in his or her insurance plan or network
• Abiding by the facility’s rules and regulations on conduct and patient care
• Being considerate and respectful of the rights and property of other patients, staff and the facility
• Informing the facility staff if he or she believes that any right has been violated

Concerns About Care?  What to Do?

If you have a concern about your care or if you or your representative believe your healthcare rights have been violated, please inform your nurse, physician or other caregiver immediately.   You may also contact the Patient Advocate. We will make every effort to resolve your complaint promptly.

You have the right to have concerns addressed in a timely, responsive manner.  Associates are empowered to resolve concerns at the point of discover if at all possible.  IF a concern can’t be immediately resolved, our associates will follow the established grievance process.

You may contact the Patient Advocate at 317-468-4770 or the Assistant Vice President of Quality, Risk, Regulatory Compliance at 317-468-4297.   You may also contact the Indiana State Department of Health Directly by email: complaints@isdh.in.gov or by fax: 317-233-7494 or by a toll-free complaint report line: 1-800-246-8909.