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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...

  • Equal Treatment
    To impartial access to treatment regardless of race, color, national origin, sex, age, handicap, marital status, sexual
    preference or source of payment for their care.
  • Confidential Information
    To confidentiality of information, within the limits of the law.
  • Privacy
    To personal privacy consistent with the healthcare considerations of your care.
  • Ethics Committee
    To participate in the consideration of ethical issues that arise in your care. You have a right to know that Astria Health has in place a mechanism for the evaluation of ethical issues arising in your care.
  • Patient Grievance
    To present grievances with respect to perceived infringement of the rights described or concerning any other matter, to designated staff at Astria Health. To express complaints or concerns with the knowledge that doing so will not impede your care.
  • Restraint and Seclusion
    To be free from physical restraint or seclusion except in circumstances in which there is a substantial risk of imminent harm to you or to others. The least restrictive means of effective restraint will be initiated first.
  • Worship
    To the opportunity for religious worship. No patient will be coerced into engaging in any religious activities against his/her wishes.
  • Personal Belongings
    To keep and use your personal possessions consistent with the available space, governing safety regulations, restrictions on noise and restrictions on possession of contraband material, drugs and medications. To wear appropriate personal clothing and religious items as long as they do not interfere with diagnostic procedures or treatment. Astria Health cannot be responsible for these or any personal items kept by you while you are a patient here.
  • Research Participation
    To receive information of any human experimentation or other research/education projects affecting your care or treatment and to give consent or refuse to participate in experimental research.
  • Informed Consent
    To be given information concerning diagnosis planned course of treatment, alternatives, risks and prognosis in terms you may be reasonably expected to understand. To receive a complete explanation of the need for a transfer – and the alternatives – to another facility or organization before being transferred.
  • Billing
    To receive a copy of a reasonably clear and understandable bill and, upon request, have the itemized charges explained.
  • Services
    To know what support services are available, including translation services and audio devices if you do not speak English, or have a hearing impairment. To have the right to be given, upon request, full information and necessary counseling on the availability of financial resources for your care.
  • Safety
    To expect reasonable safety in the healthcare system’s practices and environment. To be free from all forms of abuse or harassment.
  • Advance Directives
    To indicate your medical decisions (including end-of-life care and termination of resuscitation efforts) in writing. To designate a surrogate healthcare decision-maker (someone who makes healthcare decisions for you if you are unconscious or incapacitated) to the extent permitted by law. To know that the provision of care is not conditioned on the existence of an Advance Directive.
  • Information
    To know, if you are eligible for Medicare. Upon request and in advance of treatment, to know whether a healthcare provider or facility accepts the Medicare assignment rate. To obtain complete and current information concerning your diagnosis. To an explanation of care using clear, simple language (translators will be provided when requested. To communicate freely and privately with persons outside the facility, including government officials, attorneys and clergy. To access information contained in your medical record, within the limits of the law (or equivalent access by your legally designated representative). To know the identity and professional status of all providers of services to you, and to know which physician or practitioner is primarily responsible for your care.
  • Visitations
    To visit within Astria Health established visiting hours and guidelines. You have the right to refuse visitors.
  • Refusal of Treatment
    To refuse treatment to the extent permitted by law and to be informed by your physician of the possible consequences of your refusal.
  • Confidentiality
    To have your medical record read only by individuals involved in your care, or by individuals who are monitoring the quality of your care, or by individuals authorized by laws or regulation. (Other individuals may read the medical record only with the patient’s written consent or that of a legally authorized representative.)

You have the responsibility...

  • For the consequences of refusal to participate in a physician ordered care plan, when that plan and the possible consequences of refusal are understood by you.
  • To understand what medication must be taken following discharge and scheduling of outpatient follow up appointments.
  • To inform personnel of desired changes in Advance Medical Directives.
  • To provide insurance information for processing bills and assure that financial obligations are fulfilled as promptly as possible.
  • To provide Astria Health personnel with information about health, past illness, hospitalizations and medications.
  • To follow instructions given by a physician and staff and to ask questions when your understanding is unclear.
  • To consider the needs of other patients and follow the regulations regarding smoking, visits, noise and behavior.
  • To sign the document “Leaving Against Medical Advice” when you leave the hospital against the doctor’s advice.

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 509-575-500 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 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.

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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