Patient Rights and Responsibilities

We consider you a partner in your health care. When you are well-informed, participate in treatment decisions, and communicate openly with your doctors and other health professionals, you make our care as effective as possible. St. Croix Health encourages respect for the personal preferences and values of each individual.

The Governing Board of St. Croix Health has established a written policy regarding patient rights and responsibilities for all its patients which shall provide that:

• Patients or their representative (as allowed under state law) will be informed of the patient’s rights in advance of finishing or discontinuing patient care whenever possible.
• A patient may not be denied appropriate hospital care because of the patient’s race, creed, color, national origin, ancestry, religion, sex, gender identity, sexual orientation, marital status, age, newborn status, handicap, or source of payment;
• Patients shall be treated with consideration, respect, and recognition of their individuality and personal needs, including the need for privacy in treatment;
• The patient’s medical record, including all computerized medical information, shall be kept confidential;
• The patient or any person authorized by law shall have access to the patient’s medical record;
• Every patient shall be entitled to know who has overall responsibility for the patient’s care;
• Every patient, the patient’s legally authorized representative, or any person authorized in writing by the patient shall receive, from the appropriate person within the facility, information about the patient’s illness, course of treatment and prognosis for recovery in terms the patient can understand;
• Every patient shall have the opportunity to participate to the fullest extent possible in planning for their care and treatment;
• Every patient or their designated representative shall be given, at the time of admission, a copy of the medical center’s policies on patient rights and responsibilities;
• Except in emergencies, the consent of the patient or the patient’s legally authorized representative shall be obtained before treatment is administered;
• Any patient may refuse treatment to the extent permitted by law and shall be informed of the medical consequences of the refusal;
• The patient or the patient’s legally authorized representative shall give prior informed consent for the patient’s participation in any form of research;
• Every patient shall have the right to formulate an advance directive concerning treatment, or have a designated surrogate decision maker, and to have practitioners and staff provide care that is consistent with these directives;
• Every patient has the right to have a family member or representative and the patient’s physician notified promptly if the patient is admitted to the hospital;
• Every patient has the right to personal privacy and to have a person of one’s own sex present during certain parts of their treatment;
• Every patient has the right to receive care in a safe setting, have their pain controlled to the degree possible, and be free from all forms of abuse or harassment;
• Except in emergencies, the patient may not be transferred to another facility without being given a full explanation for the transfer, without provision being made for continuing care and without acceptance by the receiving institution;
• Every patient shall be permitted to examine their medical center bill and receive an explanation of the bill, regardless of source of payment, and every patient shall receive, upon request, information relating to financial assistance available through the medical center;
• Every patient shall have access to a translator free of charge and as soon as possible if they do not speak or understand English and/or have adaptive equipment (TDD) if they are hearing impaired;
• Every patient may designate persons who are permitted to visit the patient during the patient’s hospital stay;
• Every patient has the right to access information contained in their clinical records within a reasonable timeframe, and the medical center will not “frustrate the legitimate efforts of individuals to gain access to their own medical records and must actively seek to meet these requests as quickly as its record-keeping system permits;
• Seclusion or restraint use must be:

(1) selected only when less restrictive interventions have been determined to be ineffective;

(2) in accordance with the order of a physician or other licensed independent practitioner;

(3) in accordance with a written modification to the patient’s care plan;

(4) implemented in the least restrictive manner possible;

(5) in accordance with safe and appropriate restraining techniques; and

(6) ended at the earliest possible time.

Patient Complaints

• Every patient shall be informed in writing about the medical center’s policies and procedures for initiation, review, and resolution of patient complaints;
• Every patient can voice a complaint about their care, have those complaints reviewed and, when possible, resolved;
• Every patient can file a formal grievance on issues relating to patient rights, if a complaint was not resolved to his or her satisfaction, by contacting the Patient Relations Specialist at the medical center at 715-483-0282.
• All complaints will be investigated and responded to as soon as possible or no later than 30 days. All formal grievances will receive a written response that will include the steps taken to investigate the grievance, the results, and the date of completion.
• Patients may also file a complaint with:

WI Department of Health & Family Services
Division of Quality Assurance
PO Box 2969
Madison, WI 53701
800-642-6552

or

For Medicare beneficiaries:

Livanta
Attn: Beneficiary Complaints
10830 Guilford Rd., Suite 312
Annapolis Junction, MD 20701
888-524-9900

Patient Responsibilities

Just as we have responsibilities to you, you have responsibilities to St. Croix Health which shall include:

• Every patient shall comply with medical center rules, cooperate in their own treatment, provide a complete and accurate medical history including past illnesses, hospital stays and use of medication, be respectful of other patients, staff and property, and provide required, accurate information concerning payment of charges and/or work with medical center staff to arrange for appropriate payment for services rendered.
• Every patient shall ask questions when they do not understand the information and instructions given to them;
• Every patient shall tell their doctor if they believe they can’t follow through with the prescribed treatment;
• Every patient should recognize the effect of lifestyle on their personal health;
• Every patient shall keep their scheduled appointment or give proper notice if unable to do so.

Call (800) 828-3627 today for more information about patient rights and responsibilities.