Patient Rights & Responsibilities


Patient Information

Everyone has a role in making healthcare safe - physicians, health care executives, nurses and technicians. Healthcare organizations across the country are working to make healthcare safety a priority. You, as the patient, can also play a vital role in making your care safe by becoming an active, involved and informed member of your healthcare team.

An Institute of Medicine (IOM) report has identified the occurrence of medical errors as a serious problem in the healthcare system. The IOM recommends, among other things, that a concerted effort be made to improve the public’s awareness of the problem.

The “Speak Up” program, sponsored by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO), urges patients to get involved in their care. Such efforts to increase consumer awareness and involvement are supported by the Centers for Medicare and Medicaid Services.

This initiative provides simple advice on how you, as the patient, can make your care a positive experience. After all, research shows that patients who take part in decisions about their healthcare are more likely to have better outcomes. To help prevent healthcare errors, patients are urged to “Speak Up.”

Pay attention to the care you are receiving. Make sure you’re getting the right treatments and medications by the right healthcare professionals.
Don’t assume anything.

• Tell your nurse or doctor if something doesn’t seem quite right.
• Expect healthcare workers to introduce themselves when they enter your room and look for their identification badges. A new mother, for example, should know the person to whom she is handing her baby. If you are unsure, ask.
• Notice whether your caregivers have washed their hands. Hand washing is the most important way to prevent the spread of infections. Don’t be afraid to gently remind a doctor or nurse to do this.
• Know what time of day you normally receive a medication. If it doesn’t happen, bring this to the attention of your nurse or doctor.
• Make sure your nurse or doctor confirms your identity, that is, checks your wristband or asks your name, before he or she administers any medication or treatment.

Educate yourself about your diagnosis, the medical tests you are undergoing, and your treatment plan.

• Ask your doctor about the specialized training and experience that qualifies him or her to treat your illness (and be sure to ask the same questions of those physicians to whom he or she refers you)
• Gather information about your condition. Good sources include your doctor, your library, respected websites and support groups.
• Write down important facts your doctor tells you, so that you can look for additional information later. And ask your doctor if he or she has any
  written information you can keep.
• Thoroughly read all medical forms and make sure you understand them before you sign anything. If you don’t understand, ask your doctor or nurse to explain them.
• Make sure you are familiar with the operation of any equipment that is being used in your care. If you will be using oxygen at home, do not smoke or allow anyone to smoke near you while oxygen is in use.

Ask a trusted family member or friend to be your advocate.

• Your advocate can ask questions that you may not think of while you are under stress.
• Ask this person to stay with you, even overnight, when you are hospitalized. You will be able to rest more comfortably and your advocate can help to make sure you get the right medications and treatments.
• Your advocate can also help remember answers to questions you have asked and speak up for you if you cannot.
• Make sure this person understands your preferences for care and your wishes concerning resuscitation and life support.
• Review consents for treatment with your advocate before you sign them and make sure you both understand exactly what you are agreeing to.
• Make sure your advocate understands the type of care you will need when you get home. Your advocate should know what to look for if your condition is getting worse and whom to call for help.

Know what medications you take and why you take them. Medication errors are the most common healthcare mistakes.

• Ask about the purpose of the medication and ask for written information about it, including its brand and generic names. Also inquire about the side effects of the medication.
• If you do not recognize a medication, verify that it is for you. Ask about oral medications before swallowing and read the contents of bags of intravenous (IV) fluids. If you’re not well enough to do this, ask your advocate to do this.
• If you are given an IV, ask the nurse how long it should take for the liquid to “run out.” Tell the nurse if it doesn’t seem to be dripping properly (that it is too fast or too slow).
• Whenever you are going to receive a new medication, tell your doctors and nurses about allergies you have or negative reactions you have had to medications in the past.
• If you are taking multiple medications, ask your doctor or pharmacist if it is safe to take those medications together. This holds true for vitamins, herbal supplements and over-the-counter drugs, too.
• Make sure you can read the handwriting on any prescriptions written by your doctor. If you can’t read it, the pharmacist may not be able to either.

Use a hospital, clinic, surgery center, or other type of healthcare organization that has undergone a rigorous on-site evaluation against established, state-of-the-art quality and safety standards, such as that provided by JCAHO. Ask about the healthcare organization’s experience in treating your type of illness. How frequently do they perform the procedure you need, and what specialized care do they provide in helping patients get well?

• If you have more than one hospital or other facility to choose from, ask your doctor which one offers the best care for your condition.
• Before you leave the hospital or other facility, ask about follow-up care and make sure that you understand all of the instructions.
• Go to the JCAHO website, www.jcaho.org, and look for Quality Check to find out whether your hospital or other healthcare organization is accredited.

Participate in all decisions about your treatment. You are the center of the healthcare team.

• You and your doctor should agree on exactly what will be done during each step of your care.
• Know who will be taking care of you, how long the treatment will last, and how you should feel.
• Understand that more tests or medications may not always be better. Ask your doctor what a new test or medication is likely to achieve.
• Keep copies of your medical records from previous hospitalizations and share them with your healthcare team. This will give them a more complete picture of your health history.
• Don’t be afraid to seek a second opinion. If you are unsure about the nature of your illness and the best treatment, consult with one or two additional specialists. The more information you have about the options available to you, the more confident you will be in the decisions made.
• Ask to speak with others who have undergone the procedure you are considering. These individuals can help you prepare for the days and weeks ahead. They also can tell you what to expect and what worked best for them as they recovered.

White River Health System's
Nondiscrimination Policy

In accordance with Title VI and VII of the Civil Rights Acts of 1964 and the implementing regulations, White River Health System, will directly or through contractual or other arrangements admit and treat all persons without regard to race, color, creed, age, religion, sex or national origin in it’s provision of services and benefits including assignments or transfer within the facility and referrals to or from the facility. Staff privileges are granted without regard to race, color, creed, age, sex, religion or national origin (where appropriate).

There is no distinction in eligibility for, or in the manner of providing, any patient service provided by the hospital or others in or outside the hospital. All facilities are available without distinction and rules of courtesy are uniformly applied to all regardless of race, color, creed, age, sex, national origin, disability, religion or ability to pay. All persons involved in the referral of patients to or from the hospital or assignment or transfer of patient within the hospital must do so without regard to the patient’s race, color, creed, age, national origin, disability, religion, or ability to pay. White River Health System is an Equal Opportunity Employer and manages employment and employee relation practices without regard to race, color, creed, age, religion, sex national origin or disability.

Patient Rights

White River Health System believes that the basic rights of human beings for independence of expression, decision and action and concern for personal dignity and human relationships are of great importance. Further, we believe that a prime responsibility for us is to endeavor to assure that these rights are preserved for our patients. It is in recognition of these beliefs that the following patient rights are affirmed.

You have the right to considerate and respectful care.

You have the right to obtain from your physician complete, current information concerning your diagnosis, treatment, and investigational treatments, and prognosis in terms that you can be reasonably expected to understand. When it is not medically advisable to give such information to you, the information should be made available to an appropriate person on your behalf.

You have the right to receive from your physician information necessary to give informed consent prior to the start of any procedure and/or treatment.

You have the right to refuse treatment to the extent permitted by law and to be informed of the medical consequences of your action.

You have the right to expect appropriate assessment and management of pain.

You have the right to every consideration of privacy concerning your medical care program.

You have the right to expect that all communications and records pertaining to your care are treated as confidential.

You have the right to expect that within our capacity we will make reasonable responses to your request for services.

You have the right to examine and receive an explanation of your bill regardless of the source of payment.

You have the right to know what hospital rules and regulations apply to your conduct as a patient.

You have the right to participate in the planning of your care.

You have the right to be informed at admission, both orally and in writing, of the WRHS policy on advance directives/living wills.

White River Health System has clinical affiliations with higher education institutions offering various healthcare degree programs. Students of these institutions may be involved in your care. You have the right to refuse care provided by students.

Patient Responsibilities

In order to provide high quality patient care that meets your satisfaction, White River Health System respectfully requests behavior on the part of patients, their relatives and friends, which considering the nature of your illness, is reasonable and responsible. Areas where we need your assistance and understanding are as follows:

You have the responsibility to provide White River Health System, to the best of your knowledge, accurate and complete information about present
complaints, past illnesses, hospitalizations, medications, and any other matters relating to your health.

You have the responsibility to report changes in your condition to your physician or nurse.

You are responsible for reporting whether you clearly understand the treatment plan and what is expected of you.

You are responsible for following the treatment plan recommended by your physician. This includes following the instruction of nursing and others as they carry out the coordinated plan of care. Starting on the day of your admission, nursing will begin preparing for your return home. In addition to your assistance, your family and/or significant friends may be requested to participate in your plan of care and discharge needs.

You have the responsibility for communicating to your healthcare providers your level of comfort and your pain management needs.

You are responsible for your actions if you refuse treatment or do not follow your physician’s instructions.

You are responsible for following Hospital rules and regulations affecting patient care and conduct.

You are responsible for being considerate of the rights of other patients and Hospital personnel and for assisting us in the control of noise and number of
visitors.

You are responsible for assuring the financial obligations of your healthcare are fulfilled as promptly as possible.

Above all, we want to make sure that you have a speedy recovery and return to your highest level of health. Your assistance with the above responsibilities will support this process.

Commitment to Quality Service

I >t is our goal to provide you with very good care. It is our intent that you will leave our facility happy with the care you received. However, if we fail to meet your expectations, during your stay, please contact our Service Center by dialing 1111. To access from outside the hospital, dial 262-1200, Ext. 1111. This number can be used to report any concerns, incidents or grievances without fear of reprisal. A representative will respond to your request Monday through Friday, 8:00 am until 4:30 pm. If our Service Center cannot resolve your problem, contact the House Charge Supervisor at 262-3206 or our hospital Administrative Team at 262-1450, and a hospital representative will address your concerns. You may also direct complaints to the Arkansas Department of Health at the following address:

Arkansas Department of Health
Health Facility Services
5800 West Tenth Street, Suite 400
Little Rock, AR 72204
Phone: 501-661-2201

Facilities/Locations:

Patient Resources:

Community Services: