Patient Rights & Responsibilities
We want to provide the best service and care possible. Please let us
know if you have a complaint, a compliment or a question about your
care. Please feel free to contact your caregiver, the director of your
unit or a representative of advocacy services. Advocacy services may be
reached at extension 13498 or by dialing “0” to have the operator page
the advocate. Any employee will assist you in contacting an advocate.
You have the right to file a formal grievance. This grievance process is
designed to address your patient rights and unresolved complaints. An
advocate will assist you, if necessary, in filing a grievance. To file a
complaint with an external agency you may reach the state agency
directly by phone or by mail at Illinois Department of Public Health,
535 West Jefferson Street Springfield, Illinois 62761 – Phone
#217-782-4977 Main reception or Hotline # 800-252-4343. In addition, The
Joint Commission addresses all complaints that relate to
quality-of-care issues within the scope of their standards. They may be
contacted at The Joint Commission, One Renaissance Blvd., Oakbrook
Terrace, IL 60181, or by phone at (630) 792-5000
Patients have the Right to:
- Access to care regardless of race, age, religion, sex, sexual
orientation, national origin, personal or cultural beliefs, language,
physical or mental disability, gender identity or expression, or
- Respect, dignity and considerate care.
- Every consideration of privacy and to expect that all
communications and records pertaining to his/her care will be treated as
- Receive care in a safe setting, free from abuse or harassment.
- Know the identity and professional status of individuals providing service.
- Expect that a support person or representative and physician
will be notified promptly of the patient’s admission to the hospital,
unless the patient requests this not be done.
- Obtain from physicians and other direct caregivers relevant,
current, and understandable information concerning diagnosis, treatment
- Be informed of his/her rights in writing.
- The patient has the right to unrestricted access to
communications, visitors, mail, telephone calls, unless clinically
contraindicated. Any restrictions are explained fully to the patient.
This may include situations when visitation would interfere with the
care of the patient and / or the care of other patients. Examples
include but are not limited to:
- When the patient is undergoing care interventions.
- When there may be infection control issues.
- When the patient needs rest or privacy.
- When the patient or visitor is disruptive, threatening, or violent.
- When there is a known valid court order restricting contact.
- When the hospital has initiated a security lock down.
- When a patient is being held in custody by law enforcement.
The patient / patient’s representative has the right to receive or
refuse the visitors whom he / she designates, including but not limited
to, a spouse, a domestic partner (including a same-sex domestic
partner), another family member, or a friend. Personnel may not
restrict, limit or otherwise deny visitation privileges on the basis of
race, color, national origin, religion, sex, gender identity, sexual
orientation, or disability. Personnel must ensure that all visitors
enjoy full and equal visitation privileges consistent with the patient’s
In the event that a patient is incapacitated, the patient’s representative will decide who may or may not visit the patient.
- Consent and participate in decision making and ethical issues
involving his/her care and to refuse treatment to the extent permitted
by law, and to be informed of the medical consequences of refusal.
- Have an advance directive (Living Will/Power of Attorney for
Healthcare) and to expect the hospital will honor the intent of that
directive to the extent permitted by law and the hospital policy.
- Have issues related to care at the end of life addressed with sensitivity.
- Reasonable access to his/her medical records.
- A complete explanation and information concerning the need for,
risks, benefits and alternatives to a transfer to another facility.
- Information about the hospital’s affiliations, business relationships, rules and regulations.
- Consent or refuse to participate in research or experimental
treatment and to have his/her rights protected during research,
investigation, and clinical trial involving human subjects.
- Expect continuity of care and to be informed of realistic options when hospital care is no longer appropriate.
- Appropriate assessment and management of pain. Access pastoral care and spiritual services.
- Be free from restraints or seclusion imposed as a means of coercion, discipline, convenience, or retaliation.
- Access the internal complaint/grievance process and also to appeal to an external agency.
- An itemized statement of charges upon request.
- Notification of available payment methods and financial assistance.
- Obtain nurse staffing / staff training information by contacting
Advocacy Services. Advocacy Services is available 24 hours a day, 7
days a week.
- To ask question about anything he/she does not understand
- To provide full and accurate information.
- Respect and consideration for others in the hospital and follow the rules of the hospital.
- Accept consequences of refusing treatment
- To follow the instructions of hospital staff concerning care and treatment.
- To report any changes in health status
- To assure financial obligations