Patient Rights and Responsibilities

The staff and doctors at Carle respect the dignity and rights of each individual and take seriously our responsibility to provide the highest quality of medical care available. You and your family have rights and responsibilities under state and federal law. We want you to understand these rights and responsibilities. If for any reason you do not understand these rights and responsibilities, we will provide assistance, including an interpreter. If you need other assistance, please contact our Patient Relations Liaison at (217) 326-8560 or toll free at (855) 665-8252 or patient.relations@carle.com.

YOU (AND/OR YOUR REPRESENTATIVE) HAVE THE RIGHT TO:

• Receive fair treatment regardless of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, gender identity and sex characteristics) or ability to pay.
• Have visitors during designated visiting hours during your visit to Carle and the right to have any visitors you deem appropriate, regardless of age, gender, race, national origin, religion, sexual orientation, gender identity, or disability.
• Receive considerate and respectful care in a clean, comfortable and safe environment free from unnecessary punitive or coercive restraints and/or seclusion. You have the right to be free from physical or mental abuse, and corporal punishment while visiting Carle.
• Know the name and position of the doctor who will be in charge of your care and any staff involved in your care.
• Receive emergency care if you need it.
• Have your pain managed effectively. This includes:
  1. Staff who tells you about pain and pain relief measures.
  2. A concerned staff committed to pain management who responds quickly to your complaints of pain.

• Access protective services. Protective services cover child abuse and neglect, and victims of sexual assault.
• Ask for a second opinion about any treatment. If your insurance does not cover the cost of a second opinion, you will be responsible for payment.
• Ask that a family member, representative and your own doctor be notified promptly upon your admission.
• Prepare advanced directives including a living will or durable power of attorney for health care and receive care that meets your wishes.
• Be fully informed of the reasons if you need to be transferred to another healthcare facility.
• Be told about your illness, treatment and chances for recovery in the language and words you understand.
• Receive as much information as you may need in order to give or refuse consent for any planned procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
• Refuse treatment and be told what effect this may have on your health. This includes leaving the hospital against your doctor’s advice.
• Refuse to take part in research. You have the right to a full explanation so you can decide whether to participate.
• Confidentiality and personal privacy. All communications and records pertaining to your care will be treated in confidence.
• Consults, exams, treatment, and discussions about your care will be conducted as discreetly as your condition allows.
• Ask for emotional and spiritual support.
• Ask the ethics committee for help with difficult medical decisions.
• Ask questions or voice concerns about care or service by talking with a staff member, including management staff and/or a patient representative in Carle Patient Relations at (217) 326-8560 or toll free at (855) 665-8252 or patient.relations@carle.com.

• File a complaint with:
  1. Carle by using our internal complaint and grievance procedures (as indicated in above paragraph).
  2. DNV GL Healthcare, Inc. to report complaints about a DNV accredited health care organization by calling Complaint Report Information (866) 496-9647 or faxing (218) 870-4818. By mail: DNV Healthcare USA Inc., Attn: Hospital Complaints, 4435 Aicholtz Road, Suite 900, Cincinnati, OH 45245. By email: hospitalcomplaint@dnv.com or via their website.
  3. Illinois Department of Public Health, Office of Health Care Regulation, Deputy Director, by calling (217) 782-2913, TTY (800) 547-0466. Or by calling the Central Complaint Registry’s 24 hour hotline (800) 252-4343. By email: dph.illinois.gov. By mail: 525 W. Jefferson St., 5th Floor, Springfield, IL 62761-0001.
  4. Accreditation Commission for Health Care, INC. (ACHC), Complaints Department at (919) 785-1214 or toll-free at (855) 937-2242 and ask for the complaint line or their website. The ACHC is the accrediting company for Carle Home Health Services.
  5. Office of the Medicare Beneficiary Ombudsman if you are a Medicare Beneficiary and have concerns or complaints regarding your medicare rights and protections by using their website.
  6. The Illinois State Medical Society at (312) 782-1654.
  7. The American Medical Association at (312) 464-5000.

• Review your medical record without charge and obtain a copy for a reasonable charge and in a reasonable timeframe.
• Receive itemized bill and an explanation of all charges.
• Know the hospital rules and policies that apply to you, your family and your visitors.
• Refuse care by students in training.
• Have all medical communication interpreted by a certified interpreter in patient’s language. Carle healthcare providers will contact the Communications Center for an interpreter for patients with limited English proficiency.

PATIENT RESPONSIBILITIES

As a patient, you have responsibilities as well as rights. You can help yourself by taking responsibility in the following ways:

• Participate actively in decisions about your care and treatment.
• Know the name and position of the doctor in charge of your care and the staff involved in your care.
• Treat staff and other patients with respect and dignity.
• Respect other patients’ privacy.
• Be thoughtful to other patients, families and staff and follow hospital rules about patient and visitor conduct.
• Respect Carle property.
• Let us know if you have any questions or concerns about your treatment or care.
• Help us control any pain you may experience:
   
  1. Ask your doctor or nurses what to expect about pain and pain management.
  2. Discuss pain relief measures with your doctors and nurses.
  3. Work with your doctors and nurses to develop a pain management plan that lessens pain without interfering with your recovery.
  4. Ask for pain relief when pain first begins.
  5. Tell your doctor or any clinical staff if your pain is too great.
  6. Tell your doctor or any clinical staff about any worries you have about taking pain medication.

• Give accurate and complete information about your health.
• Answer all questions honestly and accurately.
• Ask questions so that you understand what is happening and why.
• Follow the treatment your care providers have planned.
• Tell us about any changes in your condition.
• Know what you should do about your health care when you leave the hospital, including follow-up care. Know your complete treatment plan. This includes making and keeping scheduled appointments.
• Provide accurate and complete information about your family’s health insurance or other arrangements to pay your bills.
• Pay your bills in a timely manner. Ask about our Financial Assistance Program if you need financial assistance. Learn more by visiting carle.org or calling Patient Accounts at (217) 326-2900.
• Abide our no-smoking policy. In the interest of improved health, Carle maintains a smoke-free environment in all of our facilities. Visitors may not smoke in any patient room, anywhere inside Carle buildings or in any designated non-smoking areas outside the buildings.