Patients have a right to expect certain things about the care they will receive at Mon General. Included among these rights are the following:
1. The patient has the right to the hospital's reasonable response to requests and needs for treatment or service, within the hospital's capacity, its stated mission, and applicable law and regulations.
2. The patient has the right to considerate and respectful care, which includes consideration of the psychosocial, spiritual and cultural variables that influence the perceptions of illness and which optimizes the comfort and dignity of the dying patient through the: a) treatment of primary and secondary symptoms that respond to treatment as desired by the patient or surrogate decision maker; b) effective management of pain; and c) acknowledgement of the psychosocial and spiritual concerns of the patient and the family regarding dying and the expression of grief by the patient and family.
3. The patient has the right, in collaboration with his/her physician, to make decisions involving healthcare, including: a) the right to accept medical care or to refuse treatment to the extent permitted by law and to be informed of the medical consequences of such refusal, and b) the right to formulate advanced directives and appoint a surrogate to make healthcare decisions on his or her behalf to the extent permitted by law.
4. The patient has the right to the information necessary to enable him/her to make treatment decisions that reflect his or her wishes.
5. The patient has the right to information, at the time of admission, about the hospital's patient rights policy, and the mechanism for the initiation, review, and when possible, resolutions of patient complaints concerning the quality of care.
6. The patient, or the patient's designated representative, has the right to participate in the consideration of critical issues that arise in the care of the patient.
7. The patient has the right to be informed of any human experimentation or other research/educational projects affecting his or her care or treatment.
8. The patient has the right, within the limit of law, to personal privacy, confidentiality of information and access to information contained in the patient's medical record.
9. The patient's Medical Power of Attorney, or if there is none, then a physician appointed surrogate, has the right to exercise, to the extent permitted by law, the rights delineated on behalf of the patient if the patient has been adjudicated incompetent in accordance with the law, is determined by his or her physician to lack decision-making capacity, or is a minor.
10. The patient and family have the right to be notified of an unexpected outcome in care and should receive a truthful and compassionate explanation about the outcome and available remedies, if applicable, to the patient.
11. The patient has the right to have his or her family and physician promptly notified of his or her admission to the hospital.
12. The patient has the right to report a complaint and have it responded to in a timely manner. If the patient desires to file a formal grievance, he or she should contact the Customer Relations Coordinator at (304) 598-1452. The grievance is to be submitted in writing to the Customer Relations Coordinator to initiate the process. The grievance will then be investigated in a timely manner and follow up completed in writing by the appropriate parties involved with the grievance.
For any complaints about clinical
care for Medicare beneficiaries
that are unresolved, patients may
call the KEPRO Medicare Beneficiary Helpline
Issues concerning safety and quality of care that
are unresolved may be referred to:
Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL, 60181
Fax: (630) 792-5636
Office of Health Facility Licensure and Certification
408 Leon Sullivan Way
Charleston, WV 25301-1713