Patient Rights & Organizational Ethics

During the admission process, patients are given access to the "NWHC Patient Bill of Rights and Responsibilities" along with other admission papers. This document presents a condensed listing of patient rights and responsibilities from Administrative Policy A401, Patient Rights & Responsibilities. It is very important that you understand this information. Please ask if you have any questions or need any part of the information explained to you. To review a complete and current copy of this policy, contact Quality Management Services, (406) 752-1774.

At Northwest Healthcare, the patient's rights include, but are not limited to, the following:

• Considerate and respectful care.
• Spiritual care sensitive to patient's and family's religious and cultural traditions and values.
• Confidentiality and access to the patient's medical record.
• Privacy and safety.
• The hospital's reasonable response to their request/need for care. The right to refuse treatment.
• Collaborate with their physician to make informed decisions regarding their plan of care.
• Implementation of an advanced directive, or to have the next of kin, guardian, or legal designee to exercise these rights within legal limits if the patient is unable to do so.
• Information on any medical research being done at NWHC that might affect his/her treatment.
• An environment free of restraints or seclusion except when absolutely necessary in cases of physican safety.
• Access to protective services.
• Appropriate assessment and management of pain.

Additional information regarding patient rights policies and the complaint/grievance mechanism, including information on how to contact government regulatory agencies directly. For current addresses and phone numbers for the Mountain-Pacific Quality Health Foundation, or Medicare, please contact Customer Relations at (406) 751-5434. For this and other issues regarding the Organizational Code of Ethics, Billing Regulations, and Government Regulatory Agencies, you may also contact the Quality Office at (406) 752-1774.

Patient responsibilities include, but are not limited to, the responsibility for:

• Following the institution's rules and regulations.
• Providing accurate and complete information regarding identity, complaints, past illnesses, hospitalizations, medications, unexpected changes in condition, etc. to the treating practitioner.
• Making it known whether they clearly understand the contemplated course of action and what is expected of them.
• Following the plan of care recommended by the practitioner. This includes following the instructions of nurses and allied health personnel.
• Consequences if they refuse treatment or do not follow the practitioner's instructions.
• Keeping appointments, and when unable to do so, notifying the responsible practitioner or health care facility.
• Being considerate of the rights of others, including health care personnel.
• Assisting in the control of noise and the number of visitors in the room.
• Being respectful of the property of other persons and of the health care facility.
• Providing a copy of Advance Directives if applicable.

Northwest Healthcare has established this organizational code of ethics in recognition of our ethical responsibility to patients, families, staff, physicians, and the community we serve. Reflective of our mission and values, this code provides the ethical foundation for all policies, procedures, and activities within the organization.

• It is the expectation of Northwest Healthcare that all employees, authorized representatives, volunteers and agents of Northwest Healthcare will incorporate this Code of Ethics into their everyday performance. As part of this responsibility, an investigation and appropriate action will be taken on any report of violation of this code.
• We will treat each individual with the basic dignity and respect due all human beings. All persons are entitled to an environment that is free of verbal, physical and sexual harassment.
• We will provide a high quality of care to all persons without discrimination and regardless of ability to pay.
• We will respect and value divergent cultures, backgrounds, religions and heritage.
• Patients will be involved in all decisions regarding their care and informed of therapeutic alternatives and risks associated with care to the extent possible. All admissions, transfers and discharges must be made with this responsibility in mind, provided that they are medically appropriate and legally permissible.
• We will honor the request of staff through following our policy on Managing Staff Requests to not participate in care they consider objectionable.
• We will value the unique experience and perspective of individuals we serve.
• We will provide service congruent with our customers' needs, goals and desires and avoid provision of service, which is unnecessary, ineffective or unwanted.
• We will respond to patients or residents who need protective services and assist in accessing the appropriate intervention.
• We will deal honestly with internal and external clients, suppliers, competitors and financial partners. This obligation includes educational institutions, as well as all other health care providers and payors.
• We will fairly and accurately represent ourselves and our capabilities in our marketing endeavors. Senior management will review the content of all collateral materials, educational materials and media advertising to verify the accuracy of the description of care and services, licensure and accreditation. Care and services include those provided directly by the organization and services provided through agreements with third parties.
• When necessary, legal counsel will be consulted for verification of appropriateness and accuracy.
• We will maintain strict confidentiality regarding all patient information and related issues. Sharing of information among staff will be done in the patient's best interest.
• We will seek to resolve any conflict fairly and objectively and will provide adequate mechanisms for customers to resolve conflicts with us.
• We will obey all relevant laws, regulations and published codes.
• Our staff and physicians will maintain the highest essential qualifications and credentials for their respective professions.
• We will bill for services accurately and only for those services rendered. We will provide our customers with an itemized bill including dates of services. If our customers have a question about a charge, we will make every attempt to review and resolve the issue quickly.
• We will seek to avoid any conflict of interest in our business endeavors within the organizations or between the organization and the community; especially conflicts which may impede patient care. Furthermore, we will provide mechanisms by which to address conflicts of interest, which inadvertently arise.

Also known as a Living Will or Durable Power of Attorney (DPoA) for Health Care, these documents allow you to choose the medical care you want at the end of life, or designate the person you want to make those choices for you. Talking with your doctor, family, and friends and putting your decisions in writing is important. We can give you or your family members information on advance directives, and help you obtain these documents if you don't already have them. If you already have a Living Will or DPoA, please bring it with you to the hospital and have a copy placed in your record.

Health care decisions can be complex, especially when a patient is in critical condition. If you are troubled by any decisions in your medical care or that of a family member, you may talk to a member of our Medical Ethics Committee, which is made up of doctors, chaplains, social workers, nursing staff, and administrators. You can contact the Ethics Committee through the Quality Management Services office at 752-1774.

Northwest Healthcare has always recognized its duty and obligation to provide services to the community in a professional and confidential manner. Even with today's rapid expansion of computerized medical records, NWHC meets the challenge of balancing patients' need to have their information handled confidentially with our health care team's need to give provide efficient, effective care based on accurate information.

NWHC trains staff and volunteers annually on confidentiality and related issues. We request authorization to release confidential medical records for purposes other than your treatment. We provide information to the local media and clergy on a "need to know" basis. We offer families a confidential status option, where no information beyond required releases will be provided to anyone.

NWHC's policies and procedures are compliant with federal privacy regulations. If you have questions about the confidentiality of your medical records, please contact the Privacy Officer in the Health Information Management office.