AS A PATIENT YOU HAVE THE RIGHT TO:
- Courteous, respectful, non-discriminatory treatment and care regardless of age, ethnicity, color, sex, religion, national origin, mental or physical disability, gender identity, sexual orientation or ability to pay.
- Participate in decisions concerning all aspects of your care and receive information needed to give informed consent for treatments and procedures.
- Have family participate in care decisions.
- Be informed of alternative treatments and to choose among the alternatives, including the right to refuse treatment to the extent permitted by law, and to be informed of the risks and benefits, or medical consequences, of their actions.
- Ongoing evaluation of the effectiveness of your care.
- Receive an explanation of your treatment plan and to ask for further clarification if the course of treatment is not understood.
- Reasonable continuity of care and consultation with other medical specialties, including second opinions regarding your health condition and plan of care.
- Transfer to another hospital or provider if and when you feel you would be better cared for elsewhere.
- Receive information and help to complete an advanced directive or living will and have your wishes regarding withholding care honored.
- Know the name, position and function of all your caregivers.
- Privacy and confidentiality in all care discussions, exams, treatments and of your medical record.
- Review your medical record, to have it explained to you and to ask questions.
- Express praise or concern about the care, services, or staff without threat of reprisal and have issues responded to in a timely manner. If you have a question or concern call the Department Manager affiliated with your area of concern. If you feel as though your question was not answered or have a concern that was not resolved please call the Quality Department at 454-9336 and speak directly to our Quality Improvement RN. If you have a complaint or concern which you cannot address with the staff or administration of CCH, please call the Maine Office of Licensure & Certification at (207) 287-9300.
- Personal safety
- Have all ethical issues addressed and to be involved in resolving dilemmas about care decisions.
- Pastoral care and other spiritual services.
- An interpreter when English is not your primary language.
- Talk to people outside of the hospital and to have visitors.
- Access protective services.
- Have pain prevented and/or controlled to the fullest extent possible.
- Examine and receive an explanation of your bill, regardless of the source of payment.
AS A PATIENT YOUR RESPONSIBILITIES ARE:
- To provide, to the best of your knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to your health, including unexpected changes in your condition.
- To follow the treatment plan developed by you and your care providers. And to accept responsibility if you refuse treatment or fail to follow your treatment plan.
- Treat fellow patients and staff with courtesy and respect.
- Provide a copy of your living will or advanced directive.
- Make use of information and educational materials available at the hospital and/or providers office.
- Verbalize to staff how you can better be served.
- Speak Up if you have concerns about your care.
- Provide updated and correct insurance information and make every effort to assure your financial obligations are fulfilled as promptly as possible.
COMPLAINTS, CONCERNS, AND QUESTIONS:
You and your family/guardian have the right to:
- Tell Calais Community Hospital staff about your concerns or complaints regarding your care. This will not affect your future care or how you are treated.
- Ask for a review of quality of care concerns, coverage decisions, and concerns about your discharge plan.
- Expect a timely and understandable response to your complaint/concern or grievance from Calais Community Hospital.
- Complaints/concerns may be submitted in writing, by phone or in person. To share your concerns with Calais Community Hospital, please contact the Quality Management Office by calling 207-454-9356 or 207-454-9336.
- You may contact the Maine Department of Health and Human Services (DHHS) to assist you with questions or concerns about your hospital care. Reach DHHS at:
Division of Licensing and Regulatory Services
41 Anthony Ave #11 State House Station
Augusta, ME 04333-0011