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Patient Rights & Responsibilities

At VHC Health, we pledge to treat each patient with dignity, respect and compassion. We recognize that all patients have fundamental rights. As early as possible in the care process, we will inform patients of their rights and are committed to honoring those rights throughout a patient’s stay at VHC Health. Likewise, we have a right to expect reasonable and responsible behavior from patients, their families, representatives and friends.

During your stay we encourage you to ask questions, be proactive and take an active part in your care plan. If you have questions or concerns, please discuss them with your doctor or any staff member, or contact the Hospital's Patient Experience Department (703.558.6195) or Administrative Nursing Supervisor (703.558.5000).

The following summary of rights and responsibilities serves as the foundation for our partnership with you and your family (and/or representative) as we collaborate on your healthcare. Patient Rights and Responsibilities and additional useful information may be found in VHC Health's Patient & Visitor Information Guide given to inpatients upon admission. Outpatients can request copies by calling 703.558.6195.

The Patient has the right:

Safety

To receive care in a safe setting
To be free from mental, physical, sexual and verbal abuse, neglect, exploitation, harassment or corporal punishment
To be free from restraint or seclusion, of any form, imposed as a means of coercion, discipline, convenience or retaliation by staff. (Restraint or seclusion may only be imposed to ensure the immediate physical safety of the patient, a staff member, or others and must be discontinued at the earliest possible time)
To safe implementation of restraint or seclusion by trained staff
To prompt resolution of complaints and grievances
To access protective and advocacy services
To be informed of unanticipated outcomes of their care

Respect and Dignity

To every consideration for their privacy
To the confidentiality of their identifiable health information
To receive visitors designated by the patient, including but not limited to, a spouse, a domestic partner (including same-sex domestic partner), another family member or a friend (this includes the patient's right to withdraw or deny such consent at any time)
To be informed of the Hospital's practice that allows for the presence of a support individual unless it interferes with the rights of others, or is not recommended for medical reasons
To respectful medical and nursing care that recognizes personal dignity, diversity and religious or other spiritual preference, and that is administered regardless of ability to pay
For patients with disabilities, to be accompanied by a designated support person, provided such designated support person complies with the Hospital’s reasonably necessary health and safety requirements

Consent

To give informed consent prior to care and treatment, except for emergencies
To say "yes" or "no" to experimental treatments and to be advised when a physician is considering her/him to be part of a medical research or donor program
To appoint someone else to make decisions for them if the patient becomes unable to do so, and have that person approve or refuse care, treatment or services

Quality Care and Pain Management

To participate in the development and implementation of their plan of care
To have pain assessed and managed appropriately
To be told what they need to know about their health condition upon Hospital discharge
To emergency care and procedures which are implemented without unnecessary delay
To receive care regardless of age, race, color, national origin, culture, ethnicity, language, socioeconomic status, religion, physical or mental disability, sex, sexual orientation, gender identity or expression, or manner of payment
To quality care from competent professionals
To care provided 24 hours/day, 7 days/week by credentialed medical professionals
To have a family member, representative of choice and physician be notified of their admission
To knowledgeably refuse any drugs, treatments or services
To ask for a change of provider or second opinion
To request that ethical issues related to their care be referred to the Bioethics Committee for discussion

Information

To make advance directives (such as living will and durable power of attorney for healthcare) and have them followed (For more information on the Code of Virginia regulations on when advance directives do not apply and VHC Health limitations, please see the Patient Rights section in the VHC Health Patient & Visitor Information Guide which can be requested by calling 703.558.6112 or 703.558.6195)
To receive information in understandable terms concerning diagnosis, treatment and anticipated outcomes
To make informed decisions regarding care, including being informed of health status, being involved in care planning and treatment, and being able to request or refuse treatment
To know the names and professional titles of their caregivers
To know the rules regulating their care and conduct
To access information contained in their medical records within a reasonable time frame
To know that VHC Health is a teaching hospital and that some caregivers may be in training
To ask caregivers if they are in training
To have their wishes followed concerning organ donation, when they makes such wishes known in accordance with law and regulations
To have bills explained and receive information about charges that they may be responsible for
To inquire about financial assistance in paying their Hospital bill and help in filing their insurance forms

Communication

To effective communication
To an interpreter and/or interpretive devices, for patient or patient representative, when English is not spoken or is not the patient's preferred language
To have access to sign language and oral interpreters, and assistive telecommunication devices, if needed

As a Patient at VHC Health, you have the responsibility to:

Cooperate with caregivers and ask questions if you don't understand
Inform staff about the medicines you are taking
Be respectful and considerate of others
Safeguard the personal items you choose to bring with you
Maintain your recommended treatment
Abide by Hospital rules, including no smoking on the Hospital campus
Provide a copy of your advance directive
Provide for prompt payment of your bill

Addressing Complaints or Grievances

If you or your representative has a complaint or grievance about any aspect of your care at VHC Health, we urge you to let us know so we can resolve it promptly. This reporting will in no way negatively impact your care. We consider your comments opportunities for us to improve care and service.

To address complaints or grievances you can:

Speak to your physician, nurse and/or caregiver
Speak to the manager of the department where your concern(s) arose
Speak to the Administrative Nursing Supervisor or the Administrator on Call (703.558.5000)
Speak to the Patient Experience Department (703.558.6195) or write to:
Patient Experience Department
1701 N. George Mason Dr., Arlington, VA 22205
Email: patientexperience@vhchealth.org

Once a complaint or grievance is received and assessed, the Patient Experience Department will inform the appropriate staff and establish a contact person for the patient, family or representative and respond to the patient.

If your grievance cannot be resolved, or at any time, you have the option to submit a verbal or written complaint to the following:

The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181	Virginia Department of Health Office of Licensure & Certification 9960 Mayland Drive, Suite 401 Henrico, VA 23233
Phone: 800.994.6610 Email: complaint@jointcommission.org	Phone: 800.955.1819 Email: OLC-Complaints@vdh.virginia.gov