We consider you a partner in your hospital care.
When you are well informed, participate in treatment decisions, and communicate openly with your doctor and other health professionals, you help make your care as effective as possible. At Robert Packer Hospital, we encourage respect for the personal preferences and values of each individual.
- You have the right to respectful care given by competent personnel and also, reasonable access to care in a manner that is timely and that minimizes discomfort.
- You have the right to expect emergency procedures to be implemented without unnecessary delay.
- You have the right to considerate and respectful care with consideration of your psychosocial, spiritual, and cultural values that may influence our perceptions of illness and care. You have the right to good quality care and high professional standards that are continually maintained and reviewed.
- You have the right to request care as long as care is deemed medically necessary, and to participate in the development and implementation of your plan of care.
- You or your authorized representative have the right to be well informed in layman’s terms about your illness, possible treatments and likely outcomes including unexpected outcomes, and to discuss this information with your doctor so that you may make an informed decision.
- You have the right to know the names and roles of people treating you.
- You have the right to consent or refuse medical care or treatment, as permitted by law, and to be informed of the medical consequences of such refusal. If you refuse a recommended treatment, you will receive other needed and available care. You have the right, except for emergencies, for the physician to obtain necessary informed consent prior to the start of any procedure or treatment or both.
- You have the right to a Living Will and Durable Power of Attorney and to have hospital staff and practitioners who provide care in the hospital comply with these directives. These documents express your choices about your future care and name someone to make decisions for you if you cannot speak for yourself. If you have written advance directives, you should provide a copy to the hospital, your family, and your doctor.
- You have the right to receive care in a safe setting and be free from all forms of abuse and harassment.
- You have the right to be free from physical and mental abuse, and corporal punishment. You also have the right to be free from restraint, of any form, imposed as a means of coercion, discipline, convenience, or retaliation by staff. Restraint may only be imposed to ensure the immediate physical safety of the patient, a staff member, or others, and must be discontinued at the earliest possible time.
- You have the right to personal privacy and confidentiality of information, within limits of the law. The hospital, your doctor, and others caring for you will protect your privacy as much as possible, including where examinations and discussions regarding your care are held.
- You have the right to expect that treatment records and communications will be kept confidential unless you give permission to release information or law requires information reporting. When the hospital releases records to others, such as insurers, it emphasizes that the records are confidential.
- You and your legally designated representative have the right to access and review information contained in your medical records within a reasonable time frame or as required by law unless restricted for medical and/or legal reasons.
- You have the right to a safe referral or transfer when recommended. If transfer is recommended or requested, you will be informed of risks, benefits, and alternatives. You cannot be transferred until another institution agrees to accept you.
- You have the right to know if this hospital has relationships with outside parties that may influence your treatment and care. These relationships may be with educational institutions, other health care providers or insurers.
- You have the right to be informed of any research or clinical trials affecting your care and to consent or decline to take part in research affecting your care. If you choose not to take part, you will receive the most effective care the hospital otherwise provides.
- You have the right to inform hospital staff about your concerns and complaints regarding your care, which will not affect your future care. You have the right to seek a review of your care concerns, including coverage decisions and discharge concerns and expect a timely response in a manner that you can understand.
- You or your designated representatives have the right to know about hospital resources, such as the manager, patient advocate and ethics committee that can help you address complaints, grievances or ethical concerns.
- You have the right to have a family member or representative of your choice or your own physician notified of your admission to the hospital.
- You have the right to receive information in a way that you understand, including to have access to a translator / interpreter free of charge if you do not speak or understand English or are hearing impaired. This also includes providing you with help if you have speech, vision or cognitive impairments.
- You have the right to assistance in obtaining consultation with another physician at your request and expense.
- You have the right to medical and nursing services without discrimination based upon age, sex, race, color, religion, sexual orientation, income, education, national origin, ancestry, marital status, culture, language, disability, gender identity, or who will pay your bill.
- You have the right to expect that the hospital will get your permission before taking photos, recording or filming you if the purpose is for something other than identification, care, diagnosis or therapy.
- You have the right to examine and receive a detailed explanation of your bill and charges. You have the right to receive counseling on ways to pay for your hospital bill.
- You have the right to be informed about discharge, to receive instructions on follow-up care, and to participate in decisions about your plan of care after discharge.
- You have the right not to be denied access to an individual or agency that is authorized to act on your behalf to assert or protect your rights as described in this document.
- You have the right to effective pain management.
- You have the right subject to your consent to receive the visitors whom you designate.
- You have the right to know what rules, regulations and responsibilities apply to your conduct as a patient.
- You have the right to be informed of your rights as soon as possible during your hospital stay.
- You are responsible for providing accurate and complete information about your health, including past or present illnesses, hospital stays and use of medication.
- You are responsible for asking questions when you do not understand information or instructions.
- You are responsible for telling your doctor if you believe you can’t follow through with your treatment. You are responsible for your actions if you refuse care or do not follow your plan of care.
- You and your visitors are responsible for being considerate of the needs of other patients, staff and the hospital.
- You are responsible for following hospital instructions, policies, rules and regulations in place to support quality care for patients and a safe environment for all individuals in the hospital.
- You are responsible for providing information about your insurance coverage and for working with the hospital to arrange payment and meet financial commitments.
- You are responsible for recognizing the effect of life-style on your personal health.
- If you are undergoing same day surgery or a procedure with sedation or anesthesia, you are responsible for having an adult of at least 18 years of age with you to receive discharge instructions and to drive you home. This person must remain at the facility or be immediately available through cell phone.
Concerns, Complaints, or Grievances:
Quality of care and safety are our highest priorities. If you identify safety or quality of care concerns, we strongly encourage you or your family to report them to us immediately. You may do so in writing, by email, by phone or in person. Please contact one of the following:
- the person taking care of you;
- the department manager;
- the Patient Advocate at extension 5812;
- the Hospital President or the administrator on call by calling the hospital operator; or
- the Compliance Hotline at 1-888-841-4644
You may also refer complaints to the:
Pennsylvania Department of Health
Office of Quality and Patient Safety
Patient safety concerns can be reported to The Joint Commission:
- At www.jointcommission.org using the “Report a Patient Safety Event” link in the “Action Center” on the home page of the website
- By fax to 630-792-5636
- By mail to Office of Quality and Patient Safety (OQPS), Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181
If you are a Medicare Beneficiary or the spokesperson for a person who is a Beneficiary, you may also refer complaints to:
You may also refer Dialysis complaints to the:
Quality Insights Renal Network 4
630 Freedom Business Center, Suite 116
King of Prussia, PA 19406
800-548-9205 (Patients only)