THE OFFICE OF ONE STOP MEDICAL CENTER
PATIENT RIGHTS & RESPONSIBILITIES
PATIENT GRIEVANCE POLICY & PROCEDURE
PATIENT RIGHTS & RESPONSIBILITIES
As a patient of One Stop Medical Center, you have the right to:
• Understand and use these rights. If for any reason you do not understand or need help, Dr. Shu or his staff will provide assistance, including an interpreter when necessary and possible.
• Receive treatment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, or age.
• Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
• Receive emergency care if you need it.
• Be informed of the name and position of the physician who will be in charge of your care.
• Know the names, positions, and functions of any staff members involved in your care and refuse their treatment, examination, or observation.
• Be reassured that this is a smoke-free facility.
• Receive complete information about your diagnosis, treatment, and prognosis.
• Receive all information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
• Refuse treatment and be told what effect this may have on your health.
• Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
• Privacy while in the facility and confidentiality of all information and records regarding your care.
• Participate in all decisions about your treatment. You will be provided with written information regarding your treatment and care.
• Review your medical record without charge and obtain a copy of your medical record for which a reasonable fee may be charged. You cannot be denied a copy solely because you cannot afford to pay.
• Receive an itemized bill and explanation of all charges.
• Change physicians rendering care in this office based surgery should another qualified physicians be available.
• Complain without fear of reprisals about the care and services you are receiving and to have Dr. Shu respond to you, and if you request it, in writing. If you are not happy with the response, you have the right to complain to the Minnesota Board of Medical Practice, 2829 University Avenue SE, Suite 500, Minneapolis, MN 55414-3246.
In addition to above mentioned rights, you also have the following responsibilities as a patient:
• You are responsible for providing accurate contact information and details about your health, including past illnesses, hospital stays, surgeries (including elective and cosmetic surgeries), allergies, tobacco, alcohol, recreational drug usage, and the use of all prescribed and over-the-counter medications.
• You are responsible for following all the written and/or oral pre and post operative or treatment instructions provided to you by your doctor and his staff. If you do not understand any particular information or instructions given to you, you are responsible for asking your doctor or his staff the appropriate questions to clarify what you don’t understand. If you believe you cannot follow through with your treatment, you are responsible for telling your doctor.
• This office-based surgical facility works to provide care efficiently and fairly to all patients, staff, and the facility itself. Please realize that we care for many patients.
• Appointment reminder calls are attempted to all patients unless instructed otherwise. Every effort is made to start and conclude your appointment on time. It is your responsibility to call if you anticipate missing or being late for an appointment.
• Your health depends not just on your medical and surgical care, but also, in the long term on the decisions you make in your daily life. You are responsible for recognizing the effect of your personal lifestyle choices on your own health.
• You are expected to purport yourself in a reasonable and adult manner. Being unnecessarily loud or abusive to the Staff or disruption of other patients’ care is unacceptable. The formal Grievance Procedure is the appropriate route for discussing issues that may exist.
• The care rendered at One Stop Medical Center is fee for service for some medical patients without insurance. It is expected that you will pay for your care the day of your visit if not before then, unless arrangements have been made with the office manager in advance.
That said, patients who refuse or are unable to cooperate with their rights and responsibilities, are abusive to staff or disrupt patient care may be immediately discharged from the practice with no notice unless they have a concurrent treatment issue which should first be resolved. Further, Staff or Physician has the option to not begin to extend elective care to any person for any reason.
PATIENT GRIEVANCE PROCEDURE
(Section 504 Rehabilitation Act of 1973)
The Governing Body has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by the U.S. Department of Health and Human Services regulation (45 C.F.R. Part 84) implementing Section 504 of the Rehabilitation Act of 1973 as amended (29 U.S.C. 794).
Section 504 states, in part, that “no otherwise qualified handicapped individual… Shall, solely by reason of his handicap be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance…”
• A complaint should be in writing, contain the name and address of the person filing it, and briefly describe the action alleged to be prohibited by the regulations.
• A complaint should be filed in the facility within a reasonable time after the person filing the complaint becomes aware of the action allege to be prohibited by the regulations.
• The Medical Director or his designee shall conduct such investigation of a complaint as may be appropriate to determine its validity. These rules contemplate informal but through investigations, affording all interested persons and their representatives, it any, an opportunity to submit evidence relevant to an complaint. Under 45 C.F.R. 84.7 (b), the office of Las Vegas Laser & Lipo. need not process complaints from an applicant for employment.
• The Medical Director shall issue a written decision determining the validity of the complaint no later than 30 days after filing.
• The Section 504 coordinator shall maintain the files and records relating to the complaints filed thereunder. The Section 504 coordinator may assist persons with the preparation and filing of complaints, participate in the investigation of complaints, and advise the Medical Director concerning their resolutions.
• The right of a person to prompt and equitable resolution of the complaint filed thereunder shall not be impaired by the person’s pursuit of other remedies such as filing a Section 540 complaint with the Facility For Civil Rights of the U.S. Department of Health and Human Services. Utilization of this grievance procedure is not a prerequisite to the pursuit of other remedies.
• These rules shall be liberally constructed to protect the substantial rights of interested persons, to meet appropriate due process standards and to assure the office of Ono Stop Medical Center is in compliance with Section 504 and the regulations.
PATIENT GRIEVANCE POLICY AND PROCEDURE
To provide and avenue for patients of Ono Stop Medical Center to voice their complaints and for appropriate action to be taken
Any patient stating a complaint has the right of adequate investigation of the complaint and then followed by appropriate corrective actions if deemed necessary.
• As a professional, the responsibility of staff of Ono Stop Medical Center is to take the complaint seriously and be kind and sincere to the patient.
• In a service organization such as this, it is impossible to keep everyone satisfied at all times.
• Take adequate time to explore all possible causes of the complaint.
• Explore possible solutions to the patient’s complaint.
• Assure the patient that his or her complaint is considered very important.
• If a solution to the grievance is not readily available, then discuss with the patient the actions you will be taking to resolve the matter.
• If you cannot resolve or handle the grievance, seek the assistance of the Medical Director.
• Once a resolution is developed, be certain to call or write the patient to discuss the appropriate actions to be taken to address the grievance.
• Discuss the grievance with the Medical Director as soon as possible or at the next Staff Meeting. Review the grievance from a Risk Management standpoint and determine what changes in policy and procedure, if any, must be taken.