Patient Rights & Responsibilities

Holzer is dedicated to providing quality holistic care to all patients. We recognize and respect individual differences and strive to develop specific plans of care that will meet the personal needs of each patient. These rights and responsibilities represent our commitment to provide high quality and compassionate care to the community we serve.

Our patients have the right to:

Be Treated with Respect and Dignity

• Skilled, considerate and respectful care with respect to their personal dignity.
• Access pastoral care and spiritual services.
• Respectful care regarding cultural and personal values, beliefs, and preferences.
• Have their wishes followed concerning organ donation, when they make such wishes known, in accordance with law and regulation.

Access to Care

• Reasonable access to care and freedom from discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.
• Have their questions answered timely, to receive second opinions or change of physician at the patient’s request and expense, independent options and to be advised of potential conflicts of interest that their physician might have.
• Reasonable response to request for services or assistance within the capacity of the health care facility, such as pain management, request for second opinion or transfer to another facility.
• Have their physicians schedule their appointments and procedures in a way that respects the value of the patient's time.
• Their treatment being continued - unless alternative arrangements for care have been made by their physician. Physicians must give patients a written notice of 30 days to secure alternative care.

Access to Information

• Be informed of their rights in writing.
• Know the names and professional titles of all persons involved in their care.
• Ask their caregivers if they are in training.
• Refuse medical treatment to the extent permitted by law that is recommended by their physician. The physician must inform the patient of the medical consequences of such action.
• Make Advanced Directives and have them followed by all Health System staff and practitioners.
• Be informed of research projects conducted by Holzer Health System, and if participating in the research, have their rights protected. The patient has the right to choose not to participate and the decision will only relate to the research project itself. Other care will continue, regardless of the decision to participate.
• Information about rules and regulations affecting their care or conduct while in the hospital.
• Information about their continuing health care needs and planning for care after leaving the hospital, or being seen in an outpatient setting, as appropriate.
• Designate someone to make informed decisions about his/her care when the patient is unable to make such decisions, and have those decisions respected.
• Receive guidance from their physicians as to the optimal course of action.
• Access, request amendment to, and obtain information on disclosures of their health information or medical record, and/or obtain copies of their medical record within a reasonable time frame and within the limits of the law.
• Know the benefits, risks and financial costs of treatment alternatives that are appropriate for their condition.
• Be informed about estimated costs and payment options when requested, and an itemized bill and an explanation of all items listed.
• Consent and information on recordings, films, or other images of patients used for external use.

Participate in Care

• Be involved in decisions or issues, related to the development and implementation of their plan of care.
• Give or withhold consent for proposed care, treatment, procedures, and services.

Personal Privacy and Visitation

• Receive visitors whom the patient designates including, but not limited to, a spouse, a domestic partner (including same – sex domestic partner), another family member or a friend. The patient may withdraw or deny such consent at any time.
• Unrestricted access to communication, visitors, mail, or telephone calls unless clinically contraindicated. Any restrictions are fully explained to him/her or their representative.
• Have a support individual present with them for emotional support during the course of the hospital stay unless the visitor’s presence infringes on others’ rights, safety, or is medically or therapeutically contraindicated (as defined in visitation policy#1.03).
• Request an assistant or chaperone be present during his/her physical examination, treatment or procedure by a health professional. A patient may request and be provided upon availability, a person of his or her own sex be present while being examined by someone of the opposite sex.
• Confidentiality of his/her medical information/records. Providers and employees should not reveal confidential information without the expressed consent of the patient unless required to do so by law.
• If requested, have a family member or person of their choice and their physician notified promptly of their admission to the hospital.
• Personal privacy.
• Not be disrobed longer than necessary.

A Safe Environment

• A safe and clean environment
• Receive care in a safe environment, free from all forms of abuse and harassment, including neglect; exploitation; and verbal, mental, physical, and sexual abuse.
• Freedom from any form of restraints that are not medically necessary.

Clear Communication

• Clear and understandable information concerning their diagnosis, condition, and treatment, tailored to the patient’s age, language, and ability to understand.
• Access to a qualified interpreter and/or translation services, if requested, at no charge.

Pain Management

• Appropriate assessment and management of their pain.

Concerns, Complaints or Grievances

• To express concerns, complaints and/or a grievance to any staff member without reprisal, coercion, discrimination, or unreasonable interruption of care, and to have the issue(s) handled promptly. (as defined in Administrative Grievance Policy 4.04).
• Patients may also file a complaint/grievance by contacting their Patient Representative at:
  
  • Holzer Medical Center (Gallipolis): 740-925-3785, 740-446-5523 or 740-446-5457
  • Holzer Medical Center (Jackson): 740-395-8457
  • Concern Hotline: 740-446-5466;
  • Patients or guests have the right to file a complaint to the following:

    • Ohio Department of Health
      Phone: 800-342-0553,
      Mail: 246 North High Street, Columbus, Ohio 43215,
      Website: odh.ohio.gov

    • The Joint Commission
      Mail: One Renaissance Blvd., Oak Brook Terrace, Illinois 60181,
      Website: jointcommission.org

Our patients have the responsibility to:

Provide Pertinent Information

• Provide accurate and complete information regarding past and present medical problems, hospitalization, medications and other matters relating to their health.
• Inform their provider about any living will, medical power of attorney, or other advance directive that could affect their care.
• Report any changes in their condition or symptoms promptly, including pain.

Ask Questions and Follow Instructions

• Notify their caregiver or physician if patient does not understand information about his/her care or treatment or what is expected of them.

Accept Consequences of Refusing Treatment

• Accept the consequences of their actions if treatment is refused or instructions are not followed.

Explanation of Financial Charges

• Assure that financial obligations for health services are fulfilled as promptly as possible.

Follow Rules and Regulations

• Follow medical instructions and all health advice, and discuss any concerns about their ability to comply.
• Keep scheduled appointments, or let the appropriate department know if unable to keep appointments.
• Remain on the unit to which they were assigned for their safety and for the safety of others. This is also crucial in order for physicians and staff to properly implement the patient’s plan of care.
• Follow the rules and regulations of Holzer Health System; assist with maintaining a quiet, smoke and tobacco-free environment.
• Not alter any prescriptions or other written instructions dispensed by the health care provider.
• Provide for a responsible adult to transport them home from the facility and remain with them for 24 hours, if required by their provider.

Be Respectful and Considerate

• Act in a considerate manner, being respectful of the rights of other patients and the staff.
• To ensure the rights and safety of Holzer Health System patients, visitors and staff, any circumstances of violent, aggressive or abusive behavior (or the potential of such behavior) exhibited by patients or visitors, which may occur while on Health System property, will be addressed and appropriate action taken. If any person shows signs of abnormal behavior: i.e., extremely upset, under the influence of drugs and/or alcohol, that is of a violent nature or could lead to violence, a manager will be notified immediately. If deemed necessary, hospital security, or, if the confrontation occurs at any Holzer Health System Branch locations, the local police/sheriff may be contacted for assistance in handling the situation. In some instances it may be necessary to remove patients and visitors from the immediate area of the confrontation.

Patient Experience Representatives

Gallipolis, Ohio
740-925-3785, 740-446-5523 or 740-446-5457

Jackson, Ohio
740-395-8457

Any patient or family struggling with making difficult care decisions may request a consultation with the Ethics Committee by contacting a Patient Experience Representative, Hospital Chaplain, or the Case Management Department. The Ethics Committee will meet to assist and support the patient and/or the family, physician, and other involved caregivers in discussing options in their plan of care.