Patient's Rights and Responsibilities

Patients’ Rights

            Access to Care and Communication

·  Patients are admitted to WakeMed facilities without regard to race, religion, sex, national origin, disability, or source of payment for care. Patients have the right to access protective services (i.e., guardianship, advocacy service, child or adult protective service) with support from the hospital. The hospital shall not impose restrictions on visitors, mail, telephone calls, or other forms of communication except for therapeutic reasons that are fully discussed with the patient or their authorized representative. The patient has the right to have a family member or representative of his/her choice and his/her own physician notified promptly of his/her admission to the hospital.

Respect and Dignity

·  All patients have the right to care that is respectful and considerate of personal values and beliefs, paying attention to psychosocial, spiritual, and cultural needs as they relate to individualized patient care. Patients have the right to refuse to be observed or cared for by any person or group other than those directly responsible for their care. Patients have the right to expect treatments and procedures to be explained to them using the language or method of communication they best understand. They have a right to pastoral counseling. Patients have the right to be free of restraints of any form that are not medically or behaviorally necessary.

Information and Participation in Decision Making

·   Patients are encouraged to become involved in all aspects of their care. They have the right to be informed of their diagnosis and course of treatment. Patients have the right to ask their doctor, nurse, or other health care professional for clarification. Patients have the right to refuse any prescribed course of treatment after they have been informed of the possible consequences of that decision, and their refusal will not affect access to care. Patients and families are educated about their role in helping to facilitate the safe delivery of care. Patients and when appropriate, their families are informed about the outcomes of care, including unanticipated outcomes. Patients have the right to access information in their medical record in a reasonable time frame.

Informed Consent

·   Patients’ (legally competent adult, parent/guardian of minor) have a right to have proposed treatments or procedures explained to them in a manner they can understand. Only after they give their voluntary consent will the procedure or treatment for routine, non-emergent care will be provided. Patients asked to participate in a research project are given information on expected benefits, risks, alternatives, the procedure itself, the right to refuse to participate without compromising their access to services.

            Conflict Resolution and Ethical Decision Making

·  Patients have the right to voice complaints about their care, and to have the complaint reviewed, and when possible, resolved. Patients have a right to expect assistance in resolution of dilemmas regarding their care and treatment. Patients having a conflict or complaint should express their concern to the staff delivering care, the department manager, or the Chief Operating Officer of WakeMed at 350-8104. Patients can expect a written response from the hospital within ten (10) business days following the failure to resolve a complaint.

They also have the right to lodge a complaint with the North Carolina Department of Health and Human Services, Division of Facility Services at 1-800-624-3004. The address for patients wishing to send a written complaint to Division of Facility Services is: Licensure and Certification Section, Acute/Home Care, 2712 Mail Service Center,

Raleigh, NC 27699-2712.

In addition, for grievances related to quality of care or premature discharge, patients have the right to request review by the North Carolina Peer Review Organization.

            Security, Privacy, and Confidentiality

·  Patients have the right to expect to be cared for in a secure environment free from all forms of abuse and harassment. Personal privacy will be respected in care delivery. Patients have the right to privacy and confidentiality regarding their treatment, care and medical record.

            Advanced Directives

·  Patients of legal age have the right to express their wishes regarding treatment at any point in the care provided. Advanced Directives can include self-directed anatomical gift donations. In the absence of advanced directives, the hospital will offer information and education and will offer assistance in completing a written advanced directive.

·  Pain Management Ð Patients have the right to have their pain recognized and addressed appropriately. This includes information about pain and pain relief measures, a concerned staff committed to effective pain prevention and management, health care professionals who believe and respond quickly to reports of pain, and state-of-the-art pain management.

·  Patients' Responsibilities

·  Respect and Dignity Ð All patients have the responsibility to follow all rules and regulations established by the hospital system concerning patient care and conduct. If they have questions related to these rules, they should ask their care provider for clarification.

·  All patients have the responsibility to respect the rights of other patients as well as hospital staff in both their conduct and the behavior of their visitors.

·  Information and Participation in Decision Making Ð All patients have the responsibility to provide complete and accurate information with respect to their medical history, present complaint, and any other health-related issues that may have an effect on their course of treatment. They are expected to become partners in the development and implementation of their plan of care.

·  Once their treatment plan has been determined and communicated by the health care providers, all patients have the responsibility for following the plan of treatment. They are responsible for reporting to the responsible practitioner unexpected changes in their condition and perceived risks in their care. They should notify the health care provider if they have concerns about their ability to follow the treatment plan so the hospital can make every effort to adapt to the patient’s specific needs and limitations. Where such adaptations are not recommended, the patient and family should understand the consequences of failing to follow the recommended course of treatment, or of using other treatment.

·  All patients have the responsibility to ask questions when they do not understand what they have been told or what they are expected to do. If a patient or family refuses treatment or fails to follow instructions, they are responsible for the consequences of that decision.

            Pain Management

·  Patients have the responsibility for participating in their pain management. This includes communicating with the health care professionals about pain relief options, a pain management plan of care, measuring the pain, and what to expect regarding pain and pain management. They should ask for pain relief when pain first begins and tell the doctor or nurse if the pain is not relieved.