Outpatient Bill of Rights and Responsibilities

Patient Rights

  1. You have the right to respectful, considerate care.
  2. You have the right to know, by name, the clinician responsible for managing your care. You have the right to know your diagnosis, treatment and the expected outcome in a language you understand.
  3. You have the right to participate in the planning and implementation of your care.
  4. You have the right to refuse treatment to the extent allowed by law and to be told of the possible medical consequences of your refusal.
  5. You have the right to make informed decisions about your care. This right includes being informed of your health status, available treatment, the benefits and risks of each treatment and the expected outcome of each treatment. This information will be delivered in terms you understand (including foreign language or sign language interpretation, if necessary).
  6. You have the right to complete advance directives concerning your health care, and for Shirley Ryan AbilityLab to honor those advance directives to the extent allowed by law.
  7. You have the right to know that Shirley Ryan AbilityLab is a teaching institution and has affiliations with other healthcare and academic institutions.
  8. You have the right to confidentiality of your medical records and your medical care program. All records, discussions, consultations, examinations and treatments related to your medical care are considered confidential. This means they will only be shared with those participating in your care, and anyone else you say can see those records, except where the law provides otherwise.
  9. You have the right to be told if any procedure proposed for you is experimental, and you have the right to refuse that procedure.
  10. You have the right to be informed of your continuing healthcare requirements and options for follow-up care.
  11. You have the right to receive care in a safe setting.
  12. You have the right to be free from all forms of abuse and harassment.
  13. You have the right to examine and receive a reasonable explanation of your bill, regardless of the source of payment.
  14. You have the right to request and receive a copy of the information contained in your medical records.
  15. You have the right to know which Shirley Ryan AbilityLab policies, rules and regulations apply to you.
  16. You have the right to express your cultural practices and spiritual beliefs, as long as they do not harm others or interfere with the planned course of your care.
  17. You have the right to have your pain assessed and treated.
  18. You have the right to bring your concerns to any staff member or any member of your treatment team, including your therapists, nurses, the manager of your unit or site or your Shirley Ryan AbilityLab doctor, who are all available to assist you. In addition, you have the right to call the confidential Customer Care telephone line from any Shirley Ryan AbilityLab location by dialing 8.4410, or from an outside line by calling 312.238.4410. You also have the right to speak to an administrative director or vice president, all of whom are committed to quality care and serving the needs of Shirley Ryan AbilityLab patients and their families. You may also wish to contact the following agencies regarding unresolved complaints or grievances:
    • The Joint Commission's Office of Quality and Patient Safety (OQPS) by mail at One Renaissance Boulevard, Oakbrook Terrace, IL 60181, by fax at 630.792.5636 or electronically at www.jointcommission.org using the “Report a Patient Safety Event” link in the “Action Center” on the homepage of the website, or
    • The Illinois Department of Public Health* by phone at 800.252.4343; by fax at 217.524.8885; or by mail at 525 West Jefferson Street, Ground Floor, Springfield, IL 62761.
    • Medicare beneficiaries may also contact the regional Quality Improvement Organization, Livanta, by telephone at 888.524.9900; by mail at 10820 Guilford Road, Suite 202, Annapolis Junction, MD 20701; or electronically by visiting livantaqio.com.
      • You have the right to receive a paper copy of this Patient Bill of Rights and Responsibilities.

*Illinois Department of Public Health final reports and orders from the past five years are available for public inspection.

 

Patient Responsibilities

  1. You are responsible for being an active participant in your care, for following the proposed course of treatment and for expressing any questions or concerns you may have about the treatment.
  2. You and your family are responsible for providing a medical history that is as accurate and complete as possible. You are responsible for ensuring that your treatment team knows of any changes in your condition during your stay.
  3. You and your visitors are responsible for respecting the rights and beliefs of other patients.
  4. You and your visitors are responsible for following Shirley Ryan AbilityLab’s Policies and Procedures during your visit.
  5. You and your visitors are responsible for treating your healthcare providers with courtesy and respect for their professional expertise.
  6. If you have an outpatient appointment, you are responsible for arriving at your treatment facility at least 15 minutes before a scheduled appointment. If you fail to cancel an outpatient appointment 24 hours before the scheduled date and time, you will be charged a $25 no-show fee.
  7. You are responsible for discussing pain relief options with your doctors.
  8. You are responsible for calling in advance if you cannot attend an appointment, or know you will be late. Your treatment may be discontinued if you miss several appointments without notice.
  9. You are responsible for understanding what your health insurance covers in regard to your treatment and for helping to ensure proper payment procedures. Additionally, you are responsible for making sure that your insurance card and the information it contains is current at all times.