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Patient Rights and Responsibilities

En Español: Derechos y Responsabilidades del Paciente

Astria Health respects your rights as a patient, recognizing that each patient is an individual with unique healthcare needs. Because of the importance of respecting each patient's personal dignity, the hospital strives to provide considerate, respectful care focused upon each patient's individual needs.

As a patient, you have options for your care and treatment. Your doctors and other healthcare professionals will offer information and advice concerning appropriate, comprehensive medical care. At the same time, we realize that any stresses of worry, concern and discomfort may make understanding information and coming to decisions more difficult. As your caregivers, we will do our best to ensure a process that will enable you to make the decisions that are best for you, including the decision to discontinue treatment, to the extent permitted by law.

You have the right to:

You have the right to:

- Be treated in a dignified and respectful manner and to receive reasonable Responses to reasonable requests for service.

- To effective communication that provides information in a manner you understand, in your preferred language with provisions for interpreting or translation services, at no cost, and in a manner that meets your needs in the event of vision, speech, hearing or cognitive impairments.  Information should be provided in easy to understand terms that will allow you to formulate informed consent.

- Respect for your cultural and personal values.

- Personal privacy, privacy of your health information and to receive a notice of the facility's privacy practices.

- Pain management.

- Accommodation for your religious and other spiritual services.

- To access, request amendment to and obtain information on disclosures of your health information in accordance with law and regulation within a reasonable time frame.

- To have a family member, friend, or other support individual to be present with you during the course of your stay, unless that person's presence infringes on other rights, safety or is medically contraindicated.

- Care or services provided without discrimination based on age, race, color, national origin, ethnicity, creed, religion, culture, language, physical or mental disability, socioeconomic status, marital status, sex, sexual orientation, and gender identity or expression.

- Participate in decisions about your care, including developing your treatment plan, discharge planning and having your family and personal physician promptly notified of your admission.

- Receive information about the outcomes of your care, treatment and services, including unanticipated outcomes.

- Give or withhold informed consent when making decisions about your care, treatment and services.

- Receive information about benefits, risks, side effects to proposed care, treatment and services; the likelihood of achieving your goals and any potential problems that might occur during recuperation from proposed care, treatment and services and any reasonable alternative to the care, treatment and services proposed.

- Give or withhold informed consent to recordings, filming or obtaining images of you for any purpose other than your care.

- Participate in or refuse to participate in research, investigation or clinical trials without jeopardizing your access to care and services unrelated to the research.

- Know the names of the practitioners who has primary responsibility for your care, treatment, or services and the names of other practitioners providing your care.

- Formulate advance directives concerning care to be received at end-of-life and to have those advance directive honored to the extent of the facility's ability to do so in accordance with law and regulation.  You also have the right to review or revise any advance directives.

- Be free from neglect; exploitation; and verbal, mental and physical and sexual abuse.

- An environment that is safe, preserves dignity and contributes to a positive self-image.

- Be free from any forms of restraint or seclusion used as a means of convenience, discipline, coercion or retaliation; and to have the least restrictive method of restraint or seclusion used only when necessary to ensure patient safety.

- Select providers of goods and services to be received after discharge.

- Refuse care, treatment or services in accordance with law and regulation and to leave the facility against advice of the physician.

- Have a surrogate decision-maker participate in care, treatment and service decisions when you are unable to make your own decisions.

- Receive the visitors whom you designate, including but not limited to a spouse, a domestic partner (including same-sex domestic partner), another family member, or a friend.  You may deny or withdraw your consent to receive any visitor at any time.  To the extent this facility placed limitation or restrictions on visitation, you have the right to set any preference of order or priority for visitors to satisfy those limitations or restrictions.

- Examine and receive an explanation of the bill for services, regardless of the source of payment.

- Participate in or refuse to participate in decision about donation of tissue and/or organs.  Procurement information will be provided to the patient and family when requested.

Regarding problem resolution, you have the right to:

Express your concerns about patient care and safety to facility personnel and/or management without being subject to coercion, discrimination, reprisal or unreasonable interruption of care; and be informed of the resolution process for your concerns.  If your concerns and questions cannot be resolved at this level, contact the accrediting agency indicated below:

The Joint Commission

Phone: (800) 994-6610

FAX: (630) 792-5636

Email:  patientsafetyreport@jointcommission.org

 

Mail:  Office of Quality and Patient Safety

The Joint Commission

One Renaissance Bouleard

Oakbrook Terrace, IL 60181

 

You also have the right to:

Submit your grievance directly to:

       The Washington State Department of Health

       Phone:  800-633-6828

 

You have the responsibility to:

- Provide accurate and complete information concerning your present medical condition, past illnesses or hospitalization and any other matters concerning your health.

- Tell your caregivers if you do not completely understand your plan of care.

- Follow the caregivers' instructions.

- Follow all medical center policies and procedures while being considerate of the rights of other patients, medical center employees and medical center properties.

- Access protective and advocacy services to receive a list of such groups upon your request.

Medicare patients may call:

Quality Improvement Organization

Phone:  (877) 588-1134

TTY: (855) 887-6668

FAX: Appeals (855) 694-2929

Mail:  Livanta BFCC-CQI Progam

         9090 Junction Drive, Suite 10

         Annapolis Junction, MD  20701

Patient Grievances

Astria Regional Medical Center

At Astria Regional Medical Center, our Quality Department is here to assist you and your family with any questions, complaints, or concerns you may have regarding quality of care, patient safety and accessibility to interpreting services.  We value your feedback and encourage you to voice your concerns by contacting:

  • Any Astria Regional Medical Center Employee
  • Any Astria Regional Medical Center care provider or physician
  • Any Astria Regional Medical Center Department Director or Clinic Manager
  • By completing a Press Ganey survey. Please be advised that this survey is mailed to each patient randomly upon discharge of any inpatient or outpatient visit.  
  • Patient Experience Manager

The Quality Department is available to provide assistance regarding patients' rights and Astria Regional Medical Center policies and procedures.  If you would like to initiate the complaint process, we would like to hear your feedback:

Phone
Patients and family members can contact the Quality Department at 509-573-3503.  Representatives in this department are available Monday through Friday 8:00 A.M. to 4:30 P.M.  For urgent concerns after-hours please contact the Astria Medical Center at 509-575-5000 and ask to be connected to the House Supervisor. 

Appointment
Patients and family members can schedule an appointment with a Quality Department representative at 509-573-3503. 

Mail
Patients and family members can mail their concerns to:

The Astria Regional Medical Center Quality Department
110 S. 9th AVE.
Yakima, WA 98902

Astria Regional Medical Center's goal is to resolve all complaints immediately at the time of service.  Please contact the Quality Department with any concerns that haven't been addressed.  Once you express your concerns to the Quality Department a representative will acknowledge the receipt of your complaint in writing and begin the internal review process.  The contact information for the representative assisting with your concerns will be provided on the letter if further assistance is needed during the review process.  After the completion of the review the individual will provide the response with resolution.  

If you feel like we have not been able to address your concerns, you can request a list of other resource agencies from the Quality Department. 

The Washington State Department of Health
800-633-6828

The Joint Commission (Office of Quality and Patient Safety)

One Renaissance Blvd.
Oakbrook Terrace, ILL 60181
Phone:  800-994-6610  Fax:  630-692-5636
complaint@jointcommission.org or patientsafetyreport@jointcommission.org

Centers for Medicaid and Medicare Services

Quality Improvement Organization
877-588-1123
855-887-6668 (TTY)

Livanta BFCC-QIO Program
9090 Junction Drive, Suite 10
Annapolis Junction, MD 20701

The Department of Justice

800-514-0301
800-514-0383 (TTY)
www.ada.gov

The American with Disabilities Act (ADA) prohibits discrimination against people with disabilities. People who are deaf, are hard of hearing, or have speech disabilities have the right under the ADA to request auxiliary aids and services. For more information about the ADA, call the Department of Justice’s toll-free ADA information Line at 1-800-514-0301 (Voice), 1-800-514-0383 (TTY) or visit the ADA Home Page at www.ada.gov.

Astria Sunnyside Hospital

At Astria Sunnyside Hospital, our Patient Experience Department is here to assist you and your family with any questions, complaints, or concerns you may have regarding quality of care, patient safety and accessibility to interpreting services.  We value your feedback and encourage you to voice your concerns by contacting:

  • Any Astria Sunnyside Hospital Employee
  • Any Astria Sunnyside Hospital care provider or physician
  • Any Astria Sunnyside Hospital Department Director or Clinic Coordinator
  • By completing a Press Ganey survey. Please be advised that this survey is mailed to each patient randomly upon discharge of any inpatient or outpatient visit.  
  • Patient Experience Manager

The Patient Experience Department is available to provide assistance regarding patients' rights and Astria Sunnyside Hospital policies and procedures.  If you would like to initiate the complaint process, we would like to hear your feedback:

Phone

Patients and family members can contact a representative from the Patient Experience Department at 509-837-1672.  Representatives in this department are available Monday through Friday 8:00 A.M. to 4:30 P.M.  For urgent concerns after-hours please contact the Astria Sunnyside Hospital at 509-837-1500 and ask to be connected to the House Supervisor. 

Appointment

Patients and family members can schedule and appointment with the Patient Experience Department representative at 509-837-1672. 

Mail

Patients and family members can mail their concerns to:

The Astria Sunnyside Hospital Patient Experience Department
P.O. Box 719
1016 Tacoma Ave.
Sunnyside, WA 98944

Astria Sunnyside Hospital goal is to resolve all complaints immediately at the time of service.  Please contact the Patient Experience Department with any concerns that haven't been addresses.  Once you express your concerns to the Patient Experience Department, a representative will acknowledge the receipt of your complaint in writing and begin the internal review process.  The contact information for the representative assisting with your concerns will be provided on the letter if further assistance is needed during the review process.  After the completion of the review the individual will provide the response with resolution.  

If you feel like we have not been able to address your concerns, you can request a list of other resource agencies from the Patient Experience Department. 

The Washington State Department of Health
800-633-6828

Centers for Medicaid and Medicare Services
Quality Improvement Organization
877-588-1123
855-887-6668 (TTY)
Livanta BFCC-QIO Program
9090 Junction Drive, Suite 10
Annapolis Junction, MD 20701

The Department of Justice
800-514-0301
800-514-0383 (TTY)
www.ada.gov

The American with Disabilities Act (ADA) prohibits discrimination against people with disabilities. People who are deaf, are hard of hearing, or have speech disabilities have the right under the ADA to request auxiliary aids and services. For more information about the ADA, call the Department of Justice’s toll-free ADA information Line at 1-800-514-0301 (Voice), 1-800-514-0383 (TTY) or visit the ADA Home Page at www.ada.gov.

Astria Toppenish Hospital

At Astria Toppenish Hospital, our Quality Department is here to assist you and your family with any questions, complaints, or concerns you may have regarding quality of care, patient safety and accessibility to interpreting services.  We value your feedback and encourage you to voice your concerns by contacting:

  • Any Astria Toppensih Hospital Employee
  • Any Astria Toppenish Hospital care provider or physician
  • Any Astria Toppenish Hospital Department Director or Clinic Manager
  • By completing a Press Ganey survey. Please be advised that this survey is mailed to each patient randomly upon discharge of any inpatient or outpatient visit.  
  • Patient Experience Manager

The Quality Department is available to provide assistance regarding patients' rights and Astria Toppenish Hospital policies and procedures.  If you would like to initiate the complaint process, we would like to hear your feedback:

Phone

Patients and family members can contact the Quality Department at 509-901-0553.  Representatives in this department are available Monday through Friday 8:00 A.M. to 4:30 P.M.  For urgent concerns after-hours please contact the Astria Toppenish Hospital at 509-901-0553 and ask to be connected to the House Supervisor. 

Appointment

Patients and family members can schedule an appointment with a Quality Department representative at 509-901-0553. 

Mail

Patients and family members can mail their concerns to:

The Astria Toppenish Hospital Quality Department
502 W. 4th
Toppenish, WA 98948

Astria Toppenish Hospital goal is to resolve all complaints immediately at the time of service.  Please contact the Quality Department with any concerns that haven't been addresses.  Once you express your concerns to the Quality Department, a representative will acknowledge the receipt of your complaint in writing and begin the internal review process.  The contact information for the representative assisting with your concerns will be provided on the letter if further assistance is needed during the review process.  After the completion of the review the individual will provide the response with resolution.  

If you feel like we have not been able to address your concerns, you can request a list of other resource agencies from the Quality Department. 

The Washington State Department of Health
800-633-6828

The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, ILL 60181
800-994-6610
complaint@jointcommission.org

Centers for Medicaid and Medicare Services
Quality Improvement Organization
877-588-1123
855-887-6668 (TTY)
Livanta BFCC-QIO Program
9090 Junction Drive, Suite 10
Annapolis Junction, MD 20701

The Department of Justice
800-514-0301
800-514-0383 (TTY)
www.ada.gov

The American with Disabilities Act (ADA) prohibits discrimination against people with disabilities. People who are deaf, are hard of hearing, or have speech disabilities have the right under the ADA to request auxiliary aids and services. For more information about the ADA, call the Department of Justice’s toll-free ADA information Line at 1-800-514-0301 (Voice), 1-800-514-0383 (TTY) or visit the ADA Home Page at www.ada.gov.

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