Montrose Regional Health shall ensure that all patients and where appropriate the patient’s designated representative has the right to

a. All health care information explained in the language of your choice

b. Participate in all decisions involving the patient’s care or treatment.

c. Know if the facility is participating in teaching programs, research, and/or experimental programs relating to the patient’s own case and to refuse to participate.

d. Refuse any drug, test, procedure, or treatment and to be informed of the risks and benefits of this action.

e. Treatment that is respectful, recognizes a person’s dignity, cultural values, and religious beliefs, and provides for personal privacy to the extent possible during the course of treatment.

f. Know the names, professional status, and experience of the staff who are providing care or treatment to the patient.

g. Give informed consent for all treatment and procedures (It is the responsibility of the physician or independent licensed practitioner to obtain informed consent).

h. Register complaints with the facility, the Colorado Department of Public Health and Environment and The Joint Commission, as well as be informed of the procedures for registering complaints including contact information.

i. Be free of abuse and neglect.

j. Be free from the inappropriate use of restraints.

k. Be accepted for ongoing treatment on the basis of a reasonable expectation that the patient’s medical, nursing, and other health care needs can be met adequately at the facility.

l. Care delivered by the facility in accordance with the needs of the patient.

m. Confidentiality of all medical records.

n. Receive care in a safe setting.

o. Disclosures as to whether referrals to other providers are entities in which the facility has a financial interest.

p. Make Advance Directives.

q. Have adequate pain control.

r. Have a support person present as long as that person does not negatively impact the care of the patient.

s. Request reasonable accommodation, auxiliary aids or services, as needed for disabilities.

Receive upon request

1. Prior to the start of care or treatment, the estimated charge for non-emergent care. This includes, but is not limited to, help with determining the charges such as deductibles and co-payments that are not covered by insurance based on the information supplied by the patient.

2. The facilities general billing procedures

3. An itemized bill that identifies services in an understandable manner and is produced within a reasonable time of the request.

PATIENT AND FAMILY / LEGAL REPRESENTATIVE RESPONSIBILITIES

As a patient, you have the following responsibilities:

Provide all information about past illnesses, hospitalizations, medications and other matters relating to your health.

Cooperate with the hospital care team by asking questions, if directions and procedures are not clearly understood or if you do not understand what is expected of you.

Follow instructions for the care, treatment, and service plans that are developed in conjunction with your input. You must express any reservations that you have about your ability to follow the proposed plan. The hospital will make every effort to adapt the treatment plans to your specific needs. When such adaptations are not felt to be in your best interest, you will be informed of the consequences of the care/treatment alternatives and not following the recommended course. Patients are responsible for the outcomes if they do not follow the care, treatment and service plan as recommended.

Provide the necessary information for insurance processing and to take the responsibility for the arrangement of payment of hospital bills.

Follow the hospital’s rules and regulations.

Show respect and consideration for the hospital staff and property as well as other patients and their property.

PATIENT GRIEVANCE PROCEDURE

MRH has staff available to help you understand the health care system and to assist with any issues that may occur during your visit. Any questions or concerns about patient rights, the quality of care you received, billing, or any other issue may be given verbally or in writing to any MRH staff member. Many concerns or complaints can be resolved quickly. If you communicate a complaint to staff members and they are unable to resolve immediately, the following steps may be taken.

• If during regular business hours, you may request that the staff member contact the MRH Patient Care Advocate (PCA) for you.
• If outside regular business hours, or the PCA is unavailable, a message can be left on the Patient Advocate voicemail at 970-252-2997, or emailed to [email protected].
• The PCA will contact you within 3 working days.
• The PCA will investigate your grievance and respond to you, in writing, within 15 working days.
• If you are not satisfied with our attempts to resolve your complaint, you may request an Administrative Review, in writing, by sending your request to the Director of Quality and Risk Management at 800 S. 3rd Street, Montrose, CO 81401. You will then be contacted, in writing, within 10 working days of the receipt of the request.
• If you are not satisfied with the results of the Administrative Review, you have the right to submit your concerns to the Colorado Department of Public Health & Environment (CDPHE) or The Joint Commission (TJC). Their respective contact information is provided below.

CDPHE, HFEMSD-C1

Attn: Hospital Complaint Intake

4300 Cherry Creek Drive South

Denver, CO 80246-1530

Phone: (303) 692-2827

Toll Free: (800) 886-7689 extension 2827

TJC

Attn: Office of Quality and Patient Safety

One Renaissance Boulevard

Oakbrook Terrace, IL 60181

Phone: (800) 994-6610

Advance Directives

MRH believes the patient has the right to make decisions regarding health care, including the right to make advanced directives. MRH recognizes its responsibility to educate patients in regard to these rights and to make every effort to assure the patient’s wishes are respected.

The Hospital’s Ethics Committee can help patients and their families if problems making health care decisions are experienced. The Nursing Staff or Patient Care Advocate can assist the patient, designated representative, or family member with contacting the committee.

Colorado End of Life Options Act (C.R.S. § 25-48-101, et seq.)

Montrose Regional Health has chosen to not participate under the Colorado End of Life Options Act. Physicians employed by or contracted with Montrose Regional Health, may not knowingly participate in activities under the Act.