Gundersen Lutheran Online

Patient Rights and Responsibilities
Derechos y Responsabilidades del Paciente - en Español
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Our foremost concern at Gundersen Lutheran is caring for you.

Our goal is the recognition of your dignity as a human being and the right to receive culturally responsive care.

Patient Rights
As a patient of Gundersen Lutheran, we affirm your right to:

Receive personal privacy and respectful care that is consistent with your personal values and beliefs.
Receive a copy of Gundersen Lutheran’s Notice of Privacy Practices.
Receive the most timely and appropriate medical treatment available regardless of race, color, national origin, creed, sex, age, handicap or the source of payment for care. All patients are provided the same quality of care regardless of insurance coverage or ability to pay. Physicians have no financial incentive to treat patients differently based on insurance coverage or lack thereof.
Receive from your doctor and other direct caregivers an explanation of the nature and extent of your illness, the planned course of treatment and possible outcomes, in terms you understand.
Receive information and treatment for pain from healthcare professionals committed to pain prevention and relief.
Receive care in a safe setting, free from abuse or harassment.
Know the name and position of all individuals who are treating you. You have the right to receive information regarding the relationships of our organization to other healthcare and educational institutions insofar as your care is concerned.
Participate in the development and implementation of your plan of care. You have the right to make decisions about your care prior to and during the course of treatment, to refuse a recommended treatment or plan of care to the extent permitted by law and organizational policy, and to be informed of the medical consequences of this action. Providers have no financial incentive to order ancillary tests or to refer patients for additional services. In case of such refusal, you are entitled to other appropriate care and services that Gundersen Lutheran provides or to transfer to another healthcare facility.
Be free from seclusion and the use of restraints unless needed to ensure your safety or the safety of others.
Make written plans for types of future healthcare decisions and to create documents such as a living will, healthcare proxy, or durable power of attorney for healthcare. Gundersen Lutheran will honor the intent of these advance directives to the extent permitted by law and organizational policy.
Expect that all communications and records pertaining to your care will be treated as confidential except as otherwise allowed or required by federal or state law. You have the right to expect that Gundersen Lutheran will emphasize the confidentiality of this information when it is released to any other parties. At your request, a healthcare provider will explain your record to you. Further, you have the right to review and receive copies of your record upon request, subject only to payment of photocopying charges allowed by law.
Expect reasonable continuity of care when appropriate and to be informed by physicians and other caregivers of available and realistic patient care options. At Gundersen Lutheran, medical decisions are based on the identified care, treatment and service needs of patients.
Have access to pastoral care, religious and spiritual services.
Have consideration shown to the psychosocial, spiritual, and cultural variables that influence individual perception to illness.
Receive information about Gundersen Lutheran’s teaching programs. As a teaching center we provide training, under supervision, for doctors, nurses and others in healthcare fields, who will assist in your care.
Except in emergencies, provide your consent or that of your legally authorized representative before treatment is administered.
Consent or decline to participate in proposed research studies or human experimentation affecting care and treatment or requiring direct patient involvement, and to have those studies fully explained prior to consent. A patient who declines to participate in research or experimentation is entitled to the most effective care that Gundersen Lutheran can otherwise provide.
Receive a copy of your bill and an explanation of your charges and the consequences of failing to pay your bill as well as information regarding potential financial assistance.
Be informed of policies and practices that relate to patient care, treatment and responsibilities.
Switch healthcare providers.
Receive special assistance regarding effective communication (i.e., using communication board/sign language to communicate with patients with hearing/speech impairments, providing translation services for non-English-speaking patients, etc.)
Be informed of Gundersen Lutheran’s commitment to control costs for patients and reduce medical waste by reusing devices. This may include the reprocessing of “single use devices.” Each reprocessed item is thoroughly cleaned, tested, and disinfected or sterilized according to federal regulations.

Patient Responsibilities
As a patient of Gundersen Lutheran, you have the responsibility to:

Ask questions and seek more information about your health status or treatment when you do not fully understand information or instructions. Understanding your health problems is important to the success of your treatment. If you do not understand, ask your doctor or others about it.
Adhere to all medical center regulations and legal requirements concerning patients.
Make sure that Gundersen Lutheran has a copy of your advance directive, if you have one.
Be considerate of the rights of other patients, personnel and property and encourage your visitors to do likewise.
Provide complete and accurate information about past illnesses, hospitalizations, medications and other matters related to health status.
Assist us in our efforts to return you to optimal health following our instructions. It is your responsibility to advise the people treating you whether or not you think you can, or want to, follow a certain treatment plan.
Discuss pain relief options and a plan of care with your healthcare team.
Recognize the impact your lifestyle has on your personal health.
Contact Gundersen Lutheran Social Services at (608) 775-3454 if home health services or nursing home placement is needed.
Provide Gundersen Lutheran with the necessary authorizations to release billing and other information to government and third party payers to facilitate payment for your care. Except as otherwise provided by law, you also will be responsible for paying for the healthcare services provided by Gundersen Lutheran.

Additional rights for hospitalized patients:
As a patient admitted to the hospital, we affirm your additional right to:

Have a family member or representative of your choice and your physician notified promptly of your admission to the hospital, unless you request this not to be done.
Designate persons who are, or are not, permitted to visit you during your hospital stay.
Request a transfer to another room when you are in the hospital if another patient or visitor in that room is unreasonably disturbing you.
Except in emergencies, provide your own consent or that of your legally authorized representative before treatment is administered.
Expect reasonable continuity of care and to be informed by physicians and other caregivers of available and realistic patient care options when you are in the hospital and hospital care is no longer appropriate.
Except in emergencies, not be transferred to another facility without being given a full explanation for the transfer and provision being made for continuing care and acceptance by the receiving institution.
Participate as a citizen in civic affairs. This includes the right to vote by absentee ballot in all elections when you are in the hospital.

You have the right to a fair and objective review of any complaint you have. Patients admitted to the hospital for inpatient or outpatient care have certain additional grievance rights. If you desire further information about grievance rights, contact a Patient Representative at ext. 57676. You can also contact one of the following agencies directly:

Resources for resolving concerns:
You have the right to be informed of available resources for resolving concerns and conflicts. If you have concerns, please do any of the following:

Speak directly to the person providing your care, or ask to speak to the manager of that area.
Contact a Patient Representative by:
- Calling (608) 775-7676 or (800) 362-9567, ext. 57676, Monday through Friday, 8 a.m. to 5 p.m.
- Writing to: Patient Representative Service Excellence Department C01-007 Gundersen Lutheran 1900 South Avenue La Crosse, WI 54601
- E-mailing: CRFeedback@gundluth.org
- Completing a Comment Card and returning it as indicated.
Ask the hospital operator to contact the Hospital Operations Manager if after 5 p.m. or on weekends and holidays.

As a hospitalized patient of Gundersen Lutheran, you have the right to file a safety or quality of care concern to The Joint Commission. To file a complaint, please contact The Joint Commission at 800-994-6610, weekdays, 8:30 a.m. to 5 p.m., Central Time.

complaint@jointcommission.org

1900 South Avenue • La Crosse, WI 54601
(608) 782-7300 or (800) 362-9567
www.gundluth.org
#22334 12/06