Patient Bill of Rights

Know Your Health Care Rights

When you are sick or injured, legalities may not seem important, but they are. Did you know you have rights as a Sanford Health patient that are protected by law?

Knowing your rights can help you and your family make important decisions about your health care. Sanford Health is here to protect and promote your patient rights. This includes providing you the Patient Bill of Rights and Language Assistance.

This Institution is an Equal Opportunity Provider & Employer

In accordance with federal law and U.S. Department of Agriculture policy, this institution is prohibited from discriminating on the basis of race, color, national origin, disability, religion, sex, familial status, sexual orientation, and reprisal. (Not all prohibited basis apply to all programs.)

In addition, language assistance services are available to you, free of charge.

To file a complaint of discrimination, write to:

USDA
Assistant Secretary for Civil Rights
Office of the Assistant Secretary for Civil Rights
1400 Independence Avenue S.W. Stop 9410
Washington, D.C. 20250-9410

Or call toll free:

(866) 632-9992 (English)
(800) 877-8339 (TDD)
(866) 377-8642 (English Federal-relay)
(800) 845-6136 (Spanish Federal-relay)

USDA is an equal opportunity provider and employer.

Language Assistance

Amharic

ማስታወሻ: የሚናገሩት ቋንቋ ኣማርኛ ከሆነ የትርጉም እርዳታ ድርጅቶች፣ በነጻ ሊያግዝዎት ተዘጋጀተዋል፡ ወደ ሚከተለው

Sanford Health የፌደራል ሲቪል መብቶችን መብት የሚያከብር ሲሆን ሰዎችን በዘር፡ በቆዳ ቀለም፣ በዘር ሃረግ፣ በእድሜ፣ በኣካል ጉዳት ወይም በጾታ ማንኛውንም ሰው ኣያገልም።

Arabic

ملحوظة: إذا كنت تتحدث اللغة العربية، فإن خدمات المساعدة اللغوية تتوافر لك بالمجان

يلتزم Sanford Health بقوانين الحقوق المدنية الفدرالية المعمول بها ولا يميز على أساس العرق أو اللون أو الأصل الوطني أو السن أو الإعاقة أو الجنس.

Bosnian

PAŽNJA: Ako govorite bosanski jezik, dostupne su vam besplatne usluge prevođenja.

Sanford Health poštiva važeće federalne zakone o građanskim pravima i ne diskriminira na osnovu rase, boje kože, nacionalnog porijekla, starosti, invaliditeta ili spola.

Burmese

သတ ိျ ပဳရန္ - အကယ ္၍ သင ္သည ္ ျ မန္မာစကား က ု ေိ ျ ပာပါက၊ ဘာသာစကား အက ူအည ီ၊ အခ့မဲ၊ သ္ငအ့ တ ြက ္ စီစဥ္ေဆာင္ရြက္ေပးပါမည္။

Sanford Health မွာ ဗဟုိအစိုးရ ႏွင့္ သက္ဆုိင္ေသာ အမ်ားျပည္သူ ရပိုင္ခြင့္ ဥပေဒ ႏွင့္ လက္ေတြ႔ အက်ံဳးဝင္သည္ သာမက လူမ်ိဳး၊ အသားေရာင္၊ ေမြးဖြားသည့္ႏုိင္ငံ၊ အသက္၊ မသန္စြမ္းျဖစ္မႈ၊ သုိ႔မဟုတ္ လိင္ ႏွင့္ ပတ္သက္၍လည္း ခြဲျခားဆက္ဆံမႈ အလ်င္းမရိွပါ။

Chinese

注意:如果您使用繁體中文,您可以免費獲得語言援助服務

Sanford Health 遵守適用的聯邦民權法律規定,不因種族、膚色、民族血統、年齡、殘障或性別而歧視任何人。

English

Sanford Health provides language services for Americans with Disabilities and Limited English Proficient individuals at no cost. Please contact the facility for more information.

Sanford Health will take reasonable steps to ensure that persons with limited English Proficiency (LEP) and persons with disabilities, including persons who are deaf, hard of hearing, blind, or have other sensory or manual impairments have meaningful communication and an equal opportunity to participate in services, education, and treatment.

French Canadian

ATTENTION: Si vous parlez français, des services d’aide linguistique vous sont proposés gratuitement.

Sanford Health respecte les lois fédérales en vigueur relatives aux droits civiques et ne pratique aucune discrimination basée sur la race, la couleur de peau, l'origine nationale, l'âge, le sexe ou un handicap.

Haitian

ATANSYON: Si w pale kreyòl ayisyen, w ap jwenn sèvis asistans pou lang gratis.

Sanford Health respekte lwa sou dwa sivil Federal aplikab yo epi pa fè diskriminasyon sou baz ras, koulè, orijin nasyonal, laj, infimite oswa sèks.

Hmong

LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj.

Sanford Health ua raws cov kev cailij choj yuam siv ntawm Tsom Fwv Nrub Nrab Teb Chaw hais txog pej xeem cov cai (Federal civil rights laws) thiab tsis ciav-cais leejtwg vim nws hom neeg, nqaij tawv, lub tebchaws tuaj, hnub nyoog, kev tsis taus, los yog poj niam txiv.

Kararenen

Sanford Health မ ွာ ဗဟုိ အစ ုိုးရ ိ ိင ္ိ သက္ဆ ုိ င္ေိသွာ အမ ွာိုးိ ပည္သူ ရပ င္ုငငြ ္ိ ဥေပဒ ိ ိ င္ိ လက္္ေိတြ႔ အက္်ံိ ိိုးဝငသည္ သွာမက္ လူမ ိုး၊ အသွာိုးေိရွာင္၊ ေိမမိုးမ ွာိုးသည္ိိ ိို င ၊ငံ အသက္္၊ မသင္စြမ္ိိုးိ စမႈ၊ သုိ ႔မဟုြ္လ င္ိ ိင ္ိ ပြသ က္္၍လည္ိိုး ခခြဲိ ခွာိုးဆက္ဆ ံမႈ အလ င္ိိုးမရ ိ ပါ။

Korean

주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다.

Sanford Health 은(는) 관련 연방 공민권법을 준수하며 인종, 피부색, 출신 국가, 연령, 장애 또는 성별을 이유로 차별하지 않습니다.

Kurdish

ﺋﺎﮔﺎداری: ئەگەر بە زمانی کوردی قسە دەکەیت، خزمەتگوزاریەکانی یارمەتی زمان بەخۆڕایی، بۆ تۆ بەردەستە.

Sanford Health پابەندە بە یاساکانی مافە مەدەنیە فیدراڵیە جێبەجێکراوەکان و لە سەر بنەمای ڕەچەڵەك، ڕەنگ، نەتەوەیی، تەمەن، کەم ئەندامی، یان ڕەگەز جیاکاری ناکات.

Laotian

ໂປດຊາບ: ຖ້າວ່າທ່ານເວົ້າພາສາລາວ, ການບໍລິການຊ່ວຍເຫຼືອດ້ານພາສາ, ໂດຍບ່ໍເສັຽຄ່າແມ່ນມີພ້ອມໃຫ້ທ່ານ.

Sanford Health ປະຕິບັດຕາມກົດໝາຍວ່າດ້ວຍສິດທິພົນລະເມືອງຂອງຣັຖບານກາງທີ່ບັງຄັບໃຊ້ ແລະບໍ່ຈຳແນກໂດຍອີງໃສ່ພື້ນຖານດ້ານເຊື້ອຊາດ, ສີຜິວ, ຊາດກຳເນີດ, ອາຍຸ, ຄວາມພິການ, ຫຼື ເພດ.

Nepali

ध्यान दि न ुहोस्: तपार्इ ंल े न ेपाल ी बोल्न ुह ुन्छ भन े तपार्इ ंको नि म्ति भाषा सहायता स ेवाहरू निःश ुल्क रूपमा उपलब्ध छ

Sanford Health ले उपयुक्त संघीय अधिकारको व्यवस्थासँगै पालन गर्छ र वंश, रङ, राष्ट्रियता, उमेर, अपाङ्गता वा लिङ्गको आधारमा भेदभाव गर्दैन ।

Russian

ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода.

Sanford Health соблюдает применимое федеральное законодательство в области гражданских прав и не допускает дискриминации по признакам расы, цвета кожи, национальной принадлежности, возраста, инвалидности или пола.

Somali

FIIRO GAAR AH: Haddii aad ku hadasho Soomaali, adeegyada ka caawinta luqadda ayaad lacag la’aan ku heli kartaa

Sanford Health ayaa u hoggaansan sharciyada xuquuda madaniga federaalka ah ee khuseeya arrinta oo kuma kala takoorto dadka iyada oo ku salaysan isir, midab, asal qaran, da', naafanimo, ama jinsiga.

Spanish

ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística.

Sanford Health cumple con las leyes federales de derechos civiles aplicables y no discrimina por motivos de raza, color, nacionalidad, edad, discapacidad o sexo.

Swahili

KUMBUKA: Ikiwa unazungumza Kiswahili, unaweza kupata, huduma za lugha, bila malipo.

Sanford Health ametimiza mahitaji ya sheria za serikali kuu na hana ubaguzi wa kikabila, rangi, asili, umri, ilemavu ama jinsia.

Tagalog

PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad.

Sumusunod ang Sanford Health sa mga naaangkop na Pederal na batas sa karapatang sibil at hindi nandidiskrimina batay sa lahi, kulay, bansang pinagmulan, edad, kapansanan o kasarian.

Vietnamese

CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn

Sanford Health tuân thủ luật dân quyền hiện hành của Liên bang và không phân biệt đối xử dựa trên chủng tộc, màu da, nguồn gốc quốc gia, độ tuổi, khuyết tật, hoặc giới tính.

Patient Bill of Rights

What are my rights as a patient?

We know that meeting your health care needs requires trust between you and the people taking care of you. As a patient of Sanford Health, our goal is to protect your rights. You also have responsibilities. Knowing them will help you to make choices about your care that is best for you. Your rights and responsibilities can be read to you in a language you best understand. If you are not able to make choices for yourself, your legal representative may do so on your behalf.

You have the right to be treated with kindness
You have the right to have treatment. You will be treated with respect and worth regardless of your:

  • Age
  • Race
  • The country where you came from
  • Religion
  • Beliefs
  • Language
  • Physical and/or mental status
  • Sex (Male or Female)
  • Sexual orientation
  • Gender identity or expression
  • Type of sickness
  • If you are able to pay for your care

You have the right to know the names and duties of all the people involved in your care. Staff should:

Tell you their name.
Tell you their role in your care.
Give you their work phone number and address when asked.

You have the responsibility to treat others with kindness
It is important to treat others with the same respect and value that you would want for yourself and your family. This includes other patients, their visitors, staff and providers who are giving you care. In the health care environment, you can do this by:

  • No loud voices.
  • No foul language/swearing.
  • Limit the number of guests visiting you at one time.
  • Keep a quiet environment when guests are visiting.
  • Use your T.V., radio, phones as you need, but quietly.
  • Use your lights in your room only as needed.
  • Being considerate of your roommate.

You have the right to privacy
Your personal privacy is an important part of your care. We will respect your privacy during:

  • Your exams.
  • Your talks with your provider and staff.

While you are a Sanford patient, you have the right to:

  • Have a person of your same sex in the room with you during certain parts of an exam or care.
  • Close the curtain around your bed.
  • Close your door for privacy.
  • Respect and privacy during bathing and/or other cares.
  • Ask for no guests to visit you.
  • Ask for your status to be confidential.
  • Privacy of your:
    • Mail
    • Phone calls
    • E-mails
  • Have staff knock on the door and ask to come into your room.

Your privacy rights may be limited in certain situations, such as if there is a crisis or if the staff is quickly needed.

You have the responsibility to respect the privacy of others
We ask that you be caring of other patients. Give them privacy and a quiet environment.

You have the right to confidentiality
Your information is confidential. We will respect your privacy when talking about your health/medical care.

Your health care record and financial information will be read:

  • Only by the health care team involved in your care.
  • For health care daily work.
  • For billing and insurance reasons.

As health care providers, we are legally required to report information to state and federal agencies. This information may include, but is not limited to:

  • Harm after a crime
  • Suspected abuse and neglect
  • Public health concerns

The law also permits us to release your health care information in certain situations, such as an emergency.

Otherwise, you must give your permission before your information will be released.

You have the responsibility to respect the confidentiality of others
We ask that you respect the privacy of other patients and families. It is not right to:

  • Look into other patient rooms.
  • Ask staff for information about other patients.
  • Ask staff why a person/patient is here at Sanford.

You have the right to information about your treatment
Your diagnosis and proposed treatment will be explained to you in terms and language that you can understand. You may have family members or friends included in this discussion.

You can expect your doctor to explain:

  • Your diagnosis.
  • Other choices for care or treatment.
  • The risks and benefits for each of these choices.
  • Likely outcomes.

As a Sanford patient, you can expect:

  • Information about pain and pain relief measures.
  • Staff commitment to pain prevention and pain management.
  • Staff who will listen and respond to your reports of pain.

You also have the right to receive copies of your medical records within a reasonable time frame.

You have the responsibility to ask for clear explanations
If you do not understand your medical problem and/or your treatment plan is not clear to you, you must tell your health care team. You are responsible for asking questions if you do not understand. You should ask:

  • Why is this treatment suggested?
  • What other choices do I have?
  • What might be the results of this treatment?
  • Is this treatment new and/or experimental?
  • How long will this treatment take?
  • What will this treatment cost?
  • What are the risks of this treatment?
  • What are the side effects of this treatment? What are the credentials of the person providing this treatment?

When you and your doctor agree on the best treatment for you, it is important that you follow this plan.

  • Partial treatment may not help you.
  • If you cannot follow the treatment plan, you need to tell a staff member.

You have the right to make decisions about your care
We value the partnership between you and your caregivers. We want you to have an active role in your own healthcare.

We respect your right to:

  • Choose your provider.
  • Communicate with your provider.
  • Give informed consent after you receive a clear explanation of:
    • Your disease.
    • The risks and benefits of the treatment and other options you may choose.
  • Ask for the right care.
  • Not be transferred to another facility. The exception to this is:
    • If you were given a complete explanation for the transfer need.
    • If you were given other options to the transfer.
  • A prompt response to your questions and requests.
  • Give your consent or decline to be a part of research studies.
  • Refuse a diagnostic procedure or treatment.
    • Be told of what may happen if you refuse the procedure or treatment.
  • Consult with a different specialist.
    • This may be at your own cost.
  • Help to develop and carry out your plan of care.
  • Have your spiritual and/or cultural needs met. If these needs may impact your care, you will need to tell your doctor and/or the staff taking care of you.
  • Know of any professional relationship that may exist between:
    • Your doctor
    • Sanford Health
    • Other institutions
    • Other doctors

State law may require the consent of a relative or legal guardian if you are:

  • Under the age of 18
  • Unconscious
  • Too ill to give informed consent

You may be treated without consent if:

  • There is a medical emergency.
  • Immediate action must be taken for your well-being.

You have the responsibility to make informed decisions
You are responsible for the decisions you make about your care. We encourage you to gather as much information about your illness as you can. This will help you to make an informed decision.

You may be asked to sign a written consent for certain tests and/or procedures.

  • Make sure you understand each document that you are asked to sign.
  • If you change your mind or refuse treatment:
    • Tell the staff right away.
    • Talk to your doctor about your concerns and/or reasons.

You have a right to develop an Advance Directive
Advance Directives are written instructions for a patient's health care in the event he or she is unable to make or communicate decisions. As part of an Advance Directive, a patient may choose someone to make health care decisions on his or her behalf.

An Advance Directive may also be known as or include a:

  • Living Will.
  • Health Care Directive.
  • Power of Attorney for Health Care.

You have the right to:

  • Information about Advance Directives.
  • Prepare an Advance Directive.
  • Have staff follow your wishes as stated in your Advance Directive:
    • To the degree permitted by state law.
    • To the extent medically appropriate.
    • Subject to limitations on the basis of conscience or other reason permitted by state law.
    • I.C.A. § 144A.8, I.C.A. § 144B.9, N.D.C.C. § 23-06.5-09, N.D.C.C. § 23-06.5-12, M.S.A. § 145B.06, M.S.A. § 145C.11, M.S.A. § 145C.15, S.D.C.L. § 34-12D-12, S.D.C.L. § 34-12D-19 may be referenced for further details.

Sanford's policy is to follow a patient's Advance Directive once we have knowledge of its contents and the extent to which it is consistent with the law and reasonable standards of medical practice. If a provider cannot honor an Advance Directive, the option of transferring the patient's care to another provider who will comply with the patient's wishes must be discussed.

You are not required to have an Advance Directive. Sanford will not condition care or discriminate against you based on whether or not you have an Advance Directive.

If you have an Advance Directive, you have a responsibility to:

  • Give your provider a current copy of your Advance Directive.
  • Talk with the person you have selected as your decision maker about your wishes for your care.

You have the right to personal property
You have the right to have your personal items with you. You may keep your personal items with you at all times unless:

  • There is not enough space for you to keep them.
  • Due to medical reasons, you cannot have them.

You have the responsibility to secure your valuables
It is your responsibility to make sure that your valuables are secured at all times. Things that are considered valuable are (but are not limited to):

  • Hearing aids
  • Dentures or partial dentures
  • Eyeglasses
  • Jewelry
  • Cell phones

Do not leave your valuables where they may be mistakenly disposed of. Examples of this include (but are not limited to):

  • Bedside table
  • Meal tray
  • Your hospital bed

Sanford Health does not accept financial responsibility if you choose to keep your personal items with you.

You have the right to safe care
Our goal is to have a safe and comfortable environment for you while you are a patient at Sanford Health.

We respect your right to:

  • Have care and services that are within professional standards of practice.
  • Medical and personal health care based on your own individual needs.
  • This right may be limited if your care is not paid by public or private resources.
  • Be cared for in a safe environment.
  • Be free from being restrained or secluded (separation from others) unless needed for safety reasons.
  • Freedom from maltreatment (abuse or neglect).
  • Not be given medication you do not need.
  • Have the least amount of restrictions to achieve the goals of your treatment plan.
  • Be cared for by the same staff members who know about you and your plan of care.
  • Be told what you need to do if there is an emergency.
  • Expect reasonable continuity of care when you no longer need to be in the hospital and need care after discharge.

You have the responsibility to:

  • Give correct and complete information about your:
  • o Health history. o Medications. o Treatments. " Tell your doctor or person caring for you about any changes in your health status. " Tell your doctor or the person caring for you about pain you are having. " Keep your appointments for your follow-up care. o If you need to cancel or reschedule, give plenty of notice. " Follow the treatment plans given to you. " Follow Sanford policies that may affect patient care and conduct, such as: o Restrictions in the use of tobacco and/or cigarettes. o Dietary limits. o Visiting policies. " Tell us of any safety concerns you may have.

You have the right to know about your bill
You have the right to:

  • Be told of the services that are included in your daily room charge. This information will be available before you are admitted and/or during your stay.
    • Information for services that are an added charge will also be available.
  • Have Sanford help you get information about:
    • The expected payments for your care from:
  • Medicare.
  • Medicaid.
  • A third-party payer.
    • What you may be expected to pay.
  • Have your total bill explained to you no matter how your bill is being paid.
    • You may call Patient Financial Services at (877) 629-2999.
    • You can request an itemized bill from them.

As a Sanford patient, you have a responsibility to:

  • Know your insurance coverage policy.
  • Know your financial responsibility.
  • Pay your bill.
  • Give Sanford Health the correct insurance information.
    • Sanford will bill your health insurance company.
    • You are responsible for paying what is not covered by your insurance.

Sanford Health has a Community Care Program. This program gives discounted or free care to a patient that meets the eligibility rules. To find out more information, you can:

  • Call Patient Financial Services at (877) 629-2999
  • Visit our website at www.sanfordhealth.org

You also have the right to:

  • Have a family member or other representative, and your provider told promptly of your admission to Sanford, if you so desire.
  • Have visitors whom you choose for emotional support during your stay. This can include, but is not limited to your:
    • Husband or wife
    • Domestic partner (including a same sex domestic partner)
    • Family member
    • Friend

Sanford may need to limit visitation. This is to protect the health, safety, or privacy of you or others. Withdraw or deny visitation consent at any time.

  • Reasonable access at reasonable times to protection or advocacy (support) services.
  • Refuse to do services for the facility unless the activities are included for a therapeutic purpose.
  • Telephone and mail communication.
  • Exercise all civil rights. This includes the right to habeas corpus (hey-bee-uh s kawr-puh s). This is defined as a protection from illegal confinement (being held against your will).
  • Routine opportunities for outdoor physical activity. This is only if your health issue allows.
  • Participate in the religious worship of your choice.
  • Be told of the policies and practices that relate to:
    • Patient care
    • Treatment
    • Responsibilities

Sanford will not discriminate or retaliate against you (treat you badly) for using your rights. All rights expressed in this booklet are for all patients regardless of:

  • Age
  • Race
  • The country where you came from
  • Religion
  • Beliefs/Culture
  • Language
  • Physical and/or mental status
  • How much money you make/what you do for a living
  • Sex
  • Sexual orientation
  • Gender identity or expression

For patients who are local, state, or federal prisoners, certain rights may not apply to you.

 

Concerns about Your Care

You have the right to voice your complaints and request a written response.

Sanford will not retaliate or discriminate against anyone who has a complaint about his or her care.

If you have any questions or complaints about your rights as a patient at Sanford Health, you may contact your nurse or any local Sanford facility. You may also call or write to Patient Relations at the following locations:

Patient Relations
Sanford Bemidji
1300 Anne St. NW
Bemidji, MN 56601
(218) 333-6459
Emails Us

Patient Relations
Sanford Bismarck
300 N. Seventh St.
Bismarck, ND 58501
(701) 323-2873
Email Us

Patient Relations
Sanford Fargo
801 Broadway
Fargo, ND 58122
(701) 234-5876
Email Us

Patient Relations
Sanford Sioux Falls
1305 W. 18th St.
Sioux Falls, SD 57105
(605) 333-6546
Email Us

For Joint Commission Accredited locations, at any time, you or your representative may contact: The Joint Commission

Office of Quality and Patient Safety
One Renaissance Blvd
Oakbrook Terrace, IL 60181
(800) 994-6610
Fax: (630) 792-5636
Email Us

At any time, you or your representative may contact the following:

South Dakota Department of Health
600 E. Capitol Ave.
Pierre, SD 57501-2536
Telephone: (605) 773-3361
Toll Free (in state): (800) 738-2301

Minnesota Department of Health
Office of Health Facility Complaints
P.O. Box 64970
St. Paul, MN 55164-0970
Telephone: (651) 201-4201
Toll Free: (800) 369-7994

Iowa Department of Inspections and Appeals
Health Facilities Division
Lucas State Office Building
321 E. 12th St.
Des Moines, Iowa 50319-0083
Telephone: (515) 281-4115
Fax: (515) 242-5022

North Dakota Department of Health
600 E. Boulevard Ave.
Bismarck, N.D. 58505-0200
Telephone: (800) 472-2622

If Medicare is paying your health care bills and you believe you are being discharged prematurely, you have concerns about your care, or you would like a review of coverage decisions, you may contact:

Minnesota Quality Improvement Organization
KEPRO
5201 W. Kennedy Blvd, Suite 900
Tampa, FL 33609
www.keproqio.com
Telephone: (855) 408-8557
Fax: (844) 834-7130
TTY: (855) 843-4776

South Dakota Quality Improvement Organization
KEPRO
5700 Lombardo Center Dr., Suite 100
Seven Hills, OH 44131
Phone: (216) 447-9604
Toll Free: (844) 430-9504
Fax: (844) 878-7921

Iowa Quality Improvement Organization
KEPRO
5201 W. Kennedy Blvd, Suite 900
Tampa, FL 33609
www.keproqio.com
Telephone: (855) 408-8557
Fax: (844) 834-7130
TTY: (855) 843-4776

North Dakota Quality Improvement Organization
KEPRO
5700 Lombardo Center Dr., Suite 100
Seven Hills, OH 44131
www.keproqio.com
Toll Free: (844) 430-9504
TTY: (855) 843-4776

Home Care Bill of Rights

Home care clients have a right to be notified in writing of their rights and obligations before treatment begins including what to do if rights are violated. Clients may assert these rights personally, or have them exercised by their family or guardian when the client has been judged incompetent, without retaliation. Home care providers may not require a person to surrender these rights as a condition of receiving services. Home care providers have an obligation to protect and promote the rights of their clients, including the following rights.

Decision Making
Clients have the right:

  • to be notified, in advance, about the services that are to be furnished, the types (disciplines) of the caregivers who will furnish the care, the frequency of the visits proposed to be furnished, other choices that are available, the consequences of these choices, including the consequences of refusing these services, and the right to refuse services without fear of reprisal or discrimination.
  • to be given complete and current information concerning your diagnosis, treatment alternatives, risks and prognosis as required by your physician's legal duty to disclose, in terms and language you can reasonably be expected to understand.
  • to be advised, in advance, of any recommended change in the plan of care and to take an active part in any decisions about changes to the plan of care before any changes are made.
  • to receive care and services according to a suitable and up-to-date plan, and subject to accepted medical or nursing standards.
  • to actively participate in creating, changing and evaluating the plan of care and to be advised, in advance, that they have the right to do so.
  • to choose a course of treatment or to refuse a treatment and know what the decision will mean to you.
  • to be informed in writing of rights under state law to make decisions concerning medical care including the right to accept or refuse treatment and the right to formulate advance directives.
  • to be informed in writing of policy and procedure for implementing advance directives including any limitations if the provider cannot implement an advance directive on the basis of conscience.
  • to have the health care provider comply with advance directives in accordance with state law requirement.
  • to receive care without condition or discrimination based on whether or not the client has executed a health care directive.
  • to choose whether or not to participate in research, investigational or experimental studies.
  • to the appropriate assessment and management of pain.
  • to know that there may be other services available in the community, including other home care providers, and to know where to go for information about these services.

The home care provider or the client's physician may be forced to refer the client to another source of care if the client's refusal to comply with the plan of care threatens to compromise the provider's commitment to quality care.

Privacy
Clients have the right:

  • to confidentiality of personal, financial and medical information and to be advised of the provider's policies and procedures regarding disclosure of such information.
  • to expect the home care provider to release information only as required by law or authorized by the client.
  • to privacy and security with personal, written, telephone and electronic communications while a patient.

Clients and Providers Have a Right to Dignity and Respect

  • Home care clients and their formal caregivers have a right to not be discriminated against based on race, color, religion, national origin, age, sex, disability, financial status, source of payment, or type of illness.
  • Clients and caregivers have a right to be treated with courtesy, respect and dignity, including respect for property, personal values, beliefs and culture.
  • Caregivers are prohibited from accepting personal gifts and borrowing from clients.
  • Both clients and providers have a right to mutual respect, dignity and to be free of verbal, psychological and physical abuse or harassment, and neglect and financial exploitation.
  • Clients have the right to be free from all forms of maltreatment covered under the Vulnerable Adult Act and the Maltreatment of Minors Act.
Financial Information

Clients have the right:

  • to be informed, and advised, both orally and in writing, in advance, of receiving care whether services are by Medicare, Medicaid, or any other payer known to the home care provider.
  • to be informed of the charges that will not be covered by Medicare.
  • to be informed of the charges for which the client may be liable no matter who will be paying the bill.
  • to receive financial information, orally and in writing of any changes in coverage and, if applicable, the recipient liability for charges as soon as possible, but no later than 30 days after the provider becomes aware of the change.
  • to have access, upon request, to all bills for services that client has received regardless of whether the bills are paid out-of-pocket or by another party, and also access to clinical records and written information from records in accordance with section 144.335 in Minnesota.
  • to know of any financial benefit to Sanford Home Care if the patient purchases services or supplies from Sanford Home Care.

Quality of Care
Clients have the right:

  • to receive care in a safe setting and of the highest quality centered on individual needs by home care providers who are properly trained and competent to perform their duties.
  • in general, to be admitted by a home care provider only if it has the resources needed to provide the care safely and at the required level of intensity.
  • to know, in advance, of any limits to the services available from a provider, and the provider's grounds for termination of services.
  • to be told what to do in the case of an emergency.
  • to receive a coordinated transfer and an explanation of the need for the transfer when there will be a change in provider services.
  • to choose freely among available providers and to change providers after services have begun, within limits of health insurance, long-term insurance, medical assistance, or other health programs.
  • to reasonable, advance notice of changes in services or charges, including at least 10 days' advance notice of the termination of service including the reason for termination of services
    • The client, the person who lives with the client or others in the home engages in conduct that alters the conditions of employment as specified in the employment contract between the home care provider and the individual providing home care services.
    • An emergency for the informal caregiver or a significant change in the client's condition has resulted in service needs that exceed the current service provider agreement and that cannot be safely met by the home care provider.

The home care provider shall assure that:

  • all medically related home care is provided in accordance with physician's orders and that a plan of care specifies the services and their frequency and duration.
  • all medically related personal care is provided by an appropriately trained home care aide who is supervised by a nurse or other qualified home care professional.

Client Responsibilities and Rights
Clients have the responsibility:

  • to notify the provider of changes in their conditions (e.g. hospitalization, changes in the plan of care, symptoms to be reported).
  • to carry out mutually agreed responsibilities and follow the plan of care.
  • to notify the provider if the visit schedule needs to be changed.
  • to inform providers of the existence of, and any changes made to, advance directives.
  • to advise the provider of any problems or dissatisfaction with the services provided.
  • to provide a safe environment for care to be provided.

Clients have the right:

  • to have relationships with home care providers that are based on honest and ethical standards of conduct and be involved in resolving ethical issues regarding care decisions.
  • to know how to contact an individual associated with the provider who is responsible for handling problems and to have the provider investigate and attempt to resolve the grievance or complaint in a timely manner.
  • to voice their grievances regarding treatment or care that is, or fails to be, furnished, or regarding the lack of courtesy or respect to the client or the client's property without fear of discrimination or reprisal for having done so.
  • to have the provider document in writing all complaints, and document in writing the resolution of the complaint against anyone furnishing services on behalf of the provider.
  • to be advised of the telephone number and hours of operation of the state's home health "hot line" that receives complaints or questions about local home care agencies.

Language in italics represents additional consumer rights under Federal law in Minnesota.

Language in bold represents additional consumer rights under Federal law in Iowa.

IF YOU HAVE A COMPLAINT ABOUT THE AGENCY OR PERSON PROVIDING HOME CARE SERVICES, YOU MAY CALL, WRITE OR VISIT THE OFFICE OF HEALTH FACILITY COMPLAINTS, OR STATE DEPARETMENT OF HEALTH. YOU MAY ALSO CONTACT THE OMBUDSMAN FOR LONG TERM CARE IN MINNESOTA OR THE OFFICE OF OMBUDSMAN FOR MENTAL HEALTH AND DEVELOPMENTAL DISABILITIES (if you are located in Minnesota).

Iowa numbers
Iowa Department of Inspection & Appeals
Lucas State Office Building
Des Moines, IA 50319-0083
Toll Free Hotline: (800) 383-4920 (leave a message)

If you are a Medicare/Medicaid client in Iowa you may also contact the Medicare Quality Improvement Organization (QIO) with concerns about quality of care and complaints:

KePRO
5201 West Kennedy Blvd., Suite 900
Tampa, FL 33609
(813) 280-8256 or toll free (855) 408-8557

North Dakota numbers
State Department of Health Facilities
North Dakota State Health Department
600 E. Boulevard
Bismarck, ND 58505-0200
(701) 328-2352 or Toll Free Hot Line (800) 545-8256
Office hours: Monday-Friday 7:30 a.m. - 5:00 p.m. (closed holidays)

If you are a Medicare/Medicaid client in North Dakota you may also contact the Medicare Quality Improvement Organization (QIO) with concerns about quality of care and complaints:

KePRO
5700 Lombardo Center Drive, Suite 100
Seven Hills, OH 44131
(216) 477-9604 or toll free (844) 430-9504

Minnesota numbers
Minnesota Department of Health
Office of Health Facility Complaints
85 E. 7th Place, Suite 300
P. O. Box 64970
St. Paul, MN 55164-0970
(651) 201-4201 or Toll Free Hot Line (800) 369-7994 Fax: (651) 281-9796
Consumers may call: Monday-Friday 8:00 a.m. - 4:30 p.m.
Website
Email

Home Care Ombudsman
Ombudsman for Long Term Care
PO Box 64971
St. Paul, MN 55164-0971
(651) 431-2555 or Toll Free (800) 657-3591 Fax: (651) 431-7452
Website
Email

Ombudsman for Mental Health & Developmental Disabilities
121 7th Place East
Suite 420 Metro Square Building
St. Paul, MN 55101-2117
(651) 757-1800 or (800) 657-3506 Fax: (651) 797-1950 or (651) 296-1021
Website
Email

If you are a Medicare/Medicaid client in Minnesota you may also contact the Medicare Quality Improvement Organization (QIO) with concerns about quality of care and complaints:

KePRO
5201 West Kennedy Blvd., Suite 900
Tampa, FL 33609
(813) 280-8256 or toll free (855) 408-8557

South Dakota numbers
South Dakota Department of Health
700 Governor's Drive
Pierre, SD 57501
Toll Free: (800) 592-1861

If you are a Medicare/Medicaid client in South Dakota you may also contact the Medicare Quality Improvement Organization (QIO) with concerns about quality of care and complaints:

KePRO
5700 Lombardo Center Drive, Suite 100
Seven Hills, OH 44131
(216) 477-9604 or toll free (844) 430-9504

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