At Spectrum Health, we seek to provide an exceptional experience for every patient and family. We want to partner with you to ensure that you receive superior quality, personal care.

Patient Rights

Patients have the right to caring, respectful, personal, quality care. As a patient at Spectrum Health, you can expect the following:

• Health care providers will welcome, respect and serve all people regardless of ethnicity, color, gender, national origin, religion, disability, age, HIV status, sexual orientation or source of payment for services.
• Your care will be caring and respectful at all times.
• Sign and language interpreting services, free of charge, will be provided as needed.
• Treatment, services and referral will be provided as needed. If we cannot meet your medical needs, we will arrange a transfer to another facility. Referrals will be made only after you are given full information about why the transfer is needed and offered other choices for treatment if you choose not to be tranferred. The facility receiving you must agree to accept the transfer.
• Pastoral and spiritual care from your pastor, priest, rabbi or other religious leaders is welcome. Spectrum Health's Pastoral Care Services also are available as needed.
• You will be told how to file complaints and settle disputes, arguments or conflicts as needed. These include services such as the Patient Relations department, Ethics Committee and assistance in contacting other regulatory agencies as required by law.
• Protective and advocacy services will be available and used if needed.
• Family members or a representative of your choice and your own physician will be notified promptly of your admission to the hospital.

Patients have the right to receive information about their treatment and health care team. You can expect the health care team to provide the following:

• explanations of diagnosis and treatment in a way that is clear to you
• information about specific treatments or procedures, including their benefits and risks, and the medically reasonable options to these treatments
• the names and professional titles of the physician in charge of your care and the names and titles of other health care providers
• results of treatments, including unexpected results, from your physician or designee
• access to your medical record
  • We encourage patients to review their records with their physicians. You also have the right to ask for and receive a copy of your own medical record for a fair fee.
• Your chart or other personal health information will only be provided to third parties that you have approved (except as required or allowed by law for treatment, payment or health care operations).

Patients have the right to make decisions about their own care. You or your legally designated representative can expect the following:

• the right to make decisions about your own health care
• the choice to accept or refuse medical care and treatment to the extent allowed by law and to be told of the medical results of these decisions
• the opportunity to complete an advance directive (Durable Power of Attorney for Health Care Form) and know the hospital will follow it to the extent allowed by law
  • If asked, the hospital can help you prepare the advance directive.
• the right to check with another physician, at your own request and expense
• the right to seek the advice or opinion of the Ethics Committee
• the right to make decisions to include or exclude any or all family members or significant others in the involvement of your care
• the right to get information about end-of-life care
• an explanation of your bill, financial assistance and payment options
  • You also have a right to receive a copy of your bill, regardless of payer

Patients have the right to be comfortable and safe. You can expect the following:

• a safe, secure and efficient environment, free from abuse and harrassment (chemical or physical restraints will only be used in emergencies to protect you and/or others.)
• ongoing assessment of your pain and involvement in plans to manage pain
• information about pain and pain relief options
• a concerned staff member dedicated to preventing pain
• health professionals who respond quickly to reports of pain
• a setting that maintains your dignity through personal space and clothing suited to your condition
• the right to be told of the experimental nature of suggested procedures or treatments and the right to refuse those treatments without affecting your care

Patients have the right to privacy and confidentiality. You can expect the following:

• personal privacy, including privacy of personal medical information
• the right to refuse to talk with or see anyone not officially connected with the hospital, including visitors or others not directly involved in providing care
• the use of a telephone for private conversations
• the right to be interviewed and examined in a setting that provides reasonable privacy in sight and sound
• the right to have a person of the same sex present during certain types of exams or procedures
• the right to remain disrobed only as long as is needed to complete the medical purpose which required disrobing
• the right to be asked for written consent for any filming or recording to be used for any purpose other than identification, diagnosis and treatment.

Patient Responsibilities

In order to provide you with the best care, we ask that you fulfill the following:

• provide a complete, accurate, honest medical history and information, including the nature of your illness; past illnesses and hospitalization; specific problems, symptoms, pain or concerns during your stay; medication (prescription, over the counter and herbal) history (including dose and frequency); reactions to medications, food or latex; and changes in your medication as they happen
• speak up and ask questions if you do not understand the treatment plan and your role in the plan
• make informed decisions about your care
• follow the jointly agreed upon recommendations, advice and treatment course arranged by the health care team and to which you have willingly agreed
• follow Spectrum Health's rules about patient care and conduct to support quality care and a safe environment, such as conducting yourself in a way that respects the rights of other patients and Spectrum Health staff and property; following our smoke-free policy; and knowing the name of the physician in charge of your care
• provide complete, accurate and timely information about the sources of payment for the care the hospital provides and fulfill financial obligations to the hospital in a timely manner (Emergency care will not be delayed while we gather this information.)
• accept or recognize responsibility for the medical results if you refuse treatment or do not follow the health care provider's instructions