PURPOSE

To encourage awareness of patient rights, to provide guidelines to assist patients making decisions regarding care, and to support active participation in care planning.

POLICY

Each patient will be an active, informed participant in his/her plan of care. To ensure this process, the patient will be empowered with certain rights as described. The rights contained within this policy include the basic rights of the patient. Additional rights may be required by program specific standards and will be found in program specific policy.

A patient may designate someone to act as his/her representative. This representative, on behalf of the patient, may exercise any of the rights provided by the policies and procedures established by Tennessee Quality Care.

To assist with fully understanding patient rights, all policies will be available to organization personnel, the patient, and his/her representatives as well as other organizations and the interested public.

PROCEDURE

1. The Patient Bill of Rights statement defines the right of the patient to:

  • Voice grievances regarding treatment or care that is (or fails to be) furnished, or regarding the lack of respect for property by anyone who is furnishing services on behalf of Ambercare Hospice and must not be subjected to discrimination or reprisal for doing so
  • Receive an investigation by Tennessee Quality Care of complaints made by the patient or the patient’s family or guardian regarding treatment or care that is (or fails to be) furnished, or regarding lack of respect for the patient’s property by anyone furnishing services on behalf of Tennessee Quality Care; the existence of the complaint and the resolution of the complaint must be documented
  • Be advised in advance of the right to participate in planning the care or service and in planning changes in the care and service; hospice patients have the right to refuse care or treatment
  • Confidentiality of the clinical records maintained by Tennessee Quality Care Hospice
  • Access to care/service is based upon nondiscrimination
  • Be informed, verbally and in writing, of billing and reimbursement methodologies prior to the start of care/service and as changes occur, including fees for services/products provided, direct pay responsibilities, and notification of insurance coverage
  • Receive in writing, prior to the start of care, the telephone numbers for the CHAP Hotline, including hours of operation, and the purpose of the hotlines to receive complaints or questions about Ambercare Hospice
  • Use the hotlines to lodge complaints concerning the implementation of Advance Directive requirements

2. Upon admission, the admitting clinician/technician will provide each patient or his/her representative with a written copy of the Patient Bill of Rights.

3. The Patient Bill of Rights will be explained and distributed to the patient prior to the initiation of organization services. This explanation will be in a language he/she can reasonably be expected to understand.

4. The patient will be requested to sign the Patient Bill of Rights form. The original form will be kept in the patient’s clinical record. A copy will be maintained by the patient. The patient’s refusal to sign will be documented in the clinical record, including the reason for refusal.

5. The admitting clinician will document that the patient has received a copy of the Patient Bill of Rights.

  • If the patient is unable to understand his/her rights and responsibilities, documentation in the clinical note will be made.
  • In the event a communication barrier exists, if possible, special devices or interpreters will be made available.
  • Information will be provided to patients in the predominant languages of the population served.

6. When the patient’s representative signs the Patient Bill of Rights form, an explanation of that relationship must be documented and kept on file in the clinical record.

7. The family or guardian may exercise the patient’s rights when a patient is incompetent or a minor.

8. Hospice: Patients have the right to receive effective pain management, choose attending physician, receive information regarding the scope of services and services under the hospice benefit and be free from mistreatment, neglect or verbal, mental, sexual and physical abuse.