No catalogue of rights can guarantee for the patient the kind of treatment he or she has a right to expect. The hospital has many functions to perform, including the prevention and treatment of disease, the education of health professionals and patients and the conduct of clinical research. All these activities must be conducted with an overriding concern for the patient and, above all, the recognition of his/her dignity as a human being. Accordingly the following rights are affirmed.
The patient has a right to:
- Appropriate, considerate and respectful care, regardless of the source of the payment for his/her care.
- Impartial access to treatment that is medically indicated, regardless of race, creed, sex, national origin, religion or sources of payment of care.
- Obtain from his or her physician complete current information concerning his or her diagnosis, treatment and prognosis in terms the patient can be reasonably expected to understand. When it is not advisable to give such information to the patient, the information to the patient, the information shall be made available to an appropriate person in his or her behalf. He or she has the right to know by name the physician responsible for coordinating his or her care.
- Refuse treatment to the extent permitted by law, and to be informed of the consequence of his/her action.
- Refuse to talk with or see anyone not officially connected with the hospital.
- Obtain information as to any relationship of this hospital to other health care and educational institutions insofar as his/her care is concerned.
- Receive from his/her physician the information necessary to give informed consent prior to the initiation of any procedure or treatment. Except in emergencies, such information necessary for informed consent shall include, but not necessarily be limited to, the specific procedure or treatment, the significant risks involved, and the probable duration of incapacitation. Where significant alternatives for rehabilitation exist, the patient has the right to such information. The patient also has the right to know the name of the person responsible for performing the particular procedure or treatment.
- Consideration of his/her privacy concerning his/her program. Case discussion, teaching exercises, consultation, examination and treatment are confidential and shall be conducted discreetly. All communications and record pertaining to his/her care shall be confidential.
- Expect that within its capacity the hospital must make reasonable response to his/her request for services. The hospital must provide evaluation, service and referral as indicated by the urgency of the case. When indicated, a patient may be transferred to another facility only after he/she has received compete information and explanation concerning the needs for and alternatives to such a transfer.
- Know the identity and professional status of all individuals participating in his/her case
- Information concerning any research project in which he/she may be asked to participate. Such participation must be voluntary and free from coercion by the investigator(s) or hospital and be based on written (informed) consent.
- Expect reasonable continuity of care and that he/she will be informed in written by his/her physician of his/her continuing health care requirements following discharge.
- An explanation of his/her bill, regardless of the source of payment.
- Consult, at his or her own request and expense, with a specialist who is a member of the hospital’s staff.
- Wear appropriate personal clothing and religious or other symbolic items so long as they do not interfere with diagnostic procedures or treatment.
- Expect reasonable safety insofar as the hospital practices and environment are concerned.
- Access people outside the hospital by means of visitor and by verbal and written communication.
- Know what hospital rules and regulations apply to his/her conduct as a patient.
- Request an autopsy at an unaffiliated institution.
- File a complaint with the State of Connecticut.
We believe that patient care is best accomplished when the hospital and patient work together. In order for us to provide the best care possible, we expect that you will:
- Provide truthful and complete information about present complaints, past hospitalizations, medications and other matters about your health.
- Report any concerns or changes in your condition.
- Show responsibility for following the treatment plan recommended by the practitioner primarily responsible for your care.
- Ask questions when you do not understand what you have been told.
- Be considerate of the rights of other patients and treat hospital staff respectively.
- Follow the rules and regulations affecting patient care and conduct.
- Consider and create an Advance Directive. This is a legal document in which you specify what actions should be taken for your health if you are no longer able to make decisions because of illness or incapacity. If you do not have an advance directive but would like to make one, please tell your nurse and he or she will notify your care coordinator. The care coordinator can review the forms with you.
The patient advocate is a hospital representative who interacts with individual departments or hospital management on behalf of patients and families to resolve issues. This representative provides a specific channel through which patients can seek solutions to problems, concerns and unmet needs. To talk with the patient advocate, please call 1-866-GAYLORD (1-866-429-5673), extension 3000. If a patient or family member is not satisfied with the outcome after meeting with the patient advocate, the patient advocate will assist the individual in filing a formal grievance with the hospital. Any patient or family member may also file a grievance with the state by contacting:
Department of Public Health
Division of Health Systems Regulation
The Capital Ave. MS12HFL
PO Box 340 308
Hartford, CT 06134-0308
TDD (phone) 860-509-7191
CTR for Medicare Advocacy
PO Box 350
Willimantic, CT 06226
Office of Managed Care
866-HMO-4446 (toll free)
The Office of Protection & Advocacy for Persons with Disabilities
60B Weston Street
Hartford, CT 06120-1551
Any patient who is a Medicare recipient may also contact the hospital’s Quality Improvement Organization (QIO) for review of quality of care issues, coverage decisions or to appeal premature discharge by contacting:
100 Roscommon Drive
Middletown, CT 06457-1591
If you feel that your concern was not resolved through the hospital’s complaint or grievance process, you or your representative may contact the Office of Quality Monitoring of the Joint Commission by calling 1-800-994-6610, sending an email to firstname.lastname@example.org, or visiting www.jointcommission.org.
A few words about HIPAA
Patient privacy is a priority at Gaylord Hospital. We pledge to safeguard all medical information about you and your health. We are required by law to make sure that medical information that identifies you is kept private; to give you notice of your legal duties and our privacy practices with respect to medical information about you, and to follow the terms of the Health Insurance Portability and Accountability Act (HIPAA) that is currently in effect. For more information, contact the Gaylord Hospital Compliance Officer, Gaylord Hospital, PO Box 400, Wallingford, CT 06492, (203) 294-3286.