Patient & Family Rights

PURPOSE:
To ensure high quality compassionate care provided in a respectful manner that fosters patient dignity. Recognize and respect patient rights which directly affect their care to promote patient autonomy, dignity, and respect for personal values, beliefs and care preference. To ensure the patient, their families, or their designee, are aware of their rights and responsibilities.

POLICY STATEMENT:
It is the policy of Union Hospital to support and inform each patient of his/her rights and responsibilities. These rights are extended to each patient regardless of the patient’s age, sex, race, creed, national origin, ethnic group, religion, economic, or cultural background or source of payment. Patients are informed of their rights, as appropriate – inpatients, pediatrics, adult day care, and psychiatric rights. These rights can be exercised on the patient’s behalf by a parent or legal guardian if the patient is a minor, or if the patient lacks decision- making capacity or has been deemed legally incompetent.

PATIENTS RIGHTS
1. Patients have the right to personal dignity.
2. Patients have the right to impartial reasonable access to care and treatment and/or accommodations that are available or medically advisable regardless of one’s race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a disabled veteran, having an Advance Directive or ability to pay for care.
3. Patients have the right to care that is considerate and respectful of their cultural and personal values, and beliefs, as well as their psychosocial values and preferences.
4. Patients have the right to express their values and beliefs and to exercise spiritual and cultural beliefs that do not interfere with the delivery of patient care and the well-being of others.
5. Patients have the right to have reasonable access to an interpreter when they do not speak or understand the English or Arabic language.
6. Patients have the right to a reasonably safe and secure environment.
7. Patients have the right to be free from all forms of abuse or harassment.
8. Patients, their family, including a registered domestic partner and/or their legally authorized surrogate decision-maker(s) have the right, in collaboration with their physician, to be informed and make decisions involving their health care, including the right to accept medical care or to refuse treatment to the extent of the law and to be informed of the medical consequences of such refusal.
9. Patients have the right to be informed of outcomes of care, treatment and services, including unanticipated outcomes.
10. Patients have the right to access their own health information, request amendment to it, and receive an accounting of disclosures about it, as permitted under applicable law.
11. Patients have the right to be fully informed of their health care needs and the alternatives for care when a center cannot provide the care that a patient request. If it is necessary and medically advisable, the patient may be transferred to an appropriate and acceptable facility.
12. Patients have the right to be provided with all information regarding the identity and the professional status of their treating physician and how to contact him/her.
13. Respecting the patient’s need for privacy and not exposing any private parts unnecessarily during the treatment.
14. The facility offers the necessary assistance to elderly, disables patients and those with special needs (e.g. identified parking spaces near the entrance, wheel chairs…).
15. Children are not allowed to leave the building alone for their protection.
16. Patients have the right to not participate in investigative studies and they will be informed of alternative care options.
17. Patients have the right to request and receive an itemized and detailed explanation of their bill for services rendered.
18. Respecting patient’s right for pain assessment and management.
19. Providing staff training and education on patient and family rights and responsibilities.
20. Making patient rights and responsibilities available to patients and family.
21. Patients’ rights and responsibilities are discussed at senior level meetings according to the need for modifying or reassessment.
22. Patients will be provided with a consent form prior to treatments and procedures offered by the Dental Center.
23. Informed consent is obtained and documented, prior to minor invasive procedures, local anesthesia / sedation, or other high risk treatments and procedures with exception of trauma or emergency care.
24. The Dental Center handles patient complaints either directly by the assigned person (Dr. Neyal Sangoor) to resolve simple matters or by referral of unresolved matters to a higher managerial level.
25. Patient can also apply complains through filling a patient satisfaction form or texting to the whatsapp account which are both available at the reception desk.
26. All patient complaints are aggregated, trended and analyzed on a quarterly basis and a summary report is presented to the management and leaders in the facility for discussion and action as appropriate.
27. There is a form for on-going patient satisfaction survey which is trended and provides reports for improvement actions to be taken.
28. The Dental Center adopts the NHRA guidelines (NHRA Code of Ethics and NHRA Advertisement Guidelines) on advertising and marketing, honestly portraying its services to patients.
29. Patients and, when appropriate their families, have the right to be informed about their dental condition, the treatment plan and the outcome of care including significant adverse medical events and unanticipated negative clinical outcomes.

PATIENT RESPONSIBILITIES
1. Patients have the responsibility to provide, to the best of their knowledge, accurate and complete information and to report any changes in their condition to their practitioner.
2. Patients have the responsibility to ask questions and participate in discussions about their plan of care.
3. Patients have the responsibility to inform the care team if they do not clearly understand a contemplated course of action and what is expected of them.
4. Patients have the responsibility of notifying their health care providers when a cultural situation exists concerning the health care process.
5. Patients are responsible for following the treatment plan to which they agreed.
6. Patients are responsible for providing accurate personal identification information.
7. Patients are responsible for being considerate of the rights of other patients and Dental Center personnel.
8. Patients are responsible for informing their medical team if they have special needs.
9. Patients are responsible for being respectful of the property of other persons and the Dental Center.
10. Patients are responsible for letting their medical team know if they have complaints or concerns. Please report any complaints or concerns to a member of a health care team, who will then contact the appropriate staff. Complaints and concerns may also be reported to Patient Relations.
11. Patients are responsible for the following of the Center rules and regulations affecting patient care and conduct.
i. Patients may not smoke or use tobacco products on the Dental Center campus.
ii. Patients may not disturb other patients.
iii. Patients may not disrupt or interfere with care provided to other patients and the operations of the Dental Center,
iv. Patients may not conduct any illegal activities on the premises of the Dental Center

Click here to download the Patient & Family rights pdf