Patients Rights and Responsibilities

SMDC Medical Center and its staff are committed to providing quality healthcare. In accordance with this commitment, we believe that patients are entitled to the following rights and the right to be informed of their rights.

Patient Rights
Privacy, Respectful Care, Security Patients have the right to considerate and respectful care, including privacy, security, safety and freedom from all forms of abuse and harassment. All patients have the right to consideration of privacy during their medical care. Case discussion, consultation, examination and treatment are confidential and should be conducted discreetly. Charts and patient documents will be used in a manner which will preserve the identity of the individual patient from display to persons not authorized to have such information. Patients have the right to know the identity and professional status of all staff members and physicians providing services. Patients have the right to be treated in an environment that provides for their security and safety.

Care Decisions/Informed Consent
Patients have the right to be informed about and to participate in decision making related to their care. Patients have the right to obtain from their physician complete, current information concerning diagnosis, treatment and prognosis in terms patients can be reasonably expected to understand. When it is not medically advisable to give such information to patients, the information should be made available to an appropriate person on their behalf. Families are encouraged to participate in decisions regarding care when such participation is appropriate.

Patients have the right to receive from their physician information necessary to give informed consent prior to the start of any procedure and/or treatment. Where medically significant alternatives for care or treatment exist, or when patients request information concerning medical alternatives, patients have the right to such information. Patients also have the right to know the name of the person responsible for the procedures and/or treatment. Except in emergencies, patients may not be transferred to another facility without being given a full explanation for the transfer, without provisions being made for continuing care, and without acceptance by the receiving institution.

Nondiscrimination 
Patients will not be denied appropriate care because of race, creed, color, national origin, ancestry, religion, sex, sexual orientation, marital status, age, newborn status, handicaps or source of payment.

Advance Directives/Ethical Issues
Advance directives for medical care such as Health Care Directives, Living Wills or the designation of a surrogate decision maker or agent are respected to the extent provided by law. Patients may receive information about advance directives if they make such a request.

Ethical questions that may arise concerning various treatment options may be first explored with the physician involved with the case and, if necessary, may be taken to the bioethics committee. This may be done by staff, providers, patients or their families by speaking to the appropriate manager.

Refusal of Treatment
Patients have the right to refuse treatment to the extent permitted by law and to be informed of the medical consequences of this action. Patients have the right to refuse to participate in research investigation or clinical trials without limitation.

Cultural and Religious Practices 
SMDC Medical Center respects and accommodates the cultural and religious practices or ceremonies of patients and their families unless such practices would be in direct conflict with the ethics or values of SMDC Medical Center.

Confidential Records and Information
Patients have the right to expect that all communication and records pertaining to their care be treated confidentially and that requests for access to their records will be met within a reasonable period of time.

Pain Management
Pain can be a common part of the patient experience. Patients have the right to appropriate assessment and management of pain. Every patient’s right to pain management is respected and supported.

Special Communication Needs: Hearing, Sight and Language
If you are deaf or hard of hearing, please let us know. SMDC Medical Center provides many services at no chage, including: sign language interpreters, oral interpreters, TTYs, telephone amplifiers, note-takers and written materials. These services are also provided to your family or others who may be deaf and hard-of-hearing persons. Ask us for help or contact Natalie Stanley, ASL Interpreter Program Supervisor, at (218) 786-4101 or (218) 786-4857 (TTY) from 8 a.m. to 4:30 p.m. Mondays through Fridays. After hours, or on weekends, call the switchboard at (218) 786-4000 to request help.

If patients are sight impaired, appropriate services, information and auxiliary aids will be provided. Patients should notify the registration staff when the appointment is made.

If patients or family members speak a language other than English, SMDC Medical Center is willing to make every attempt to locate an interpreter. Patients may request an interpreter through registration or clinical staff.

Billing Process
Patients have a right to receive a statement of their account if a payment is due from them. Patients with questions about their bill are encouraged to call our Patient Financial Services Department.

Visitors
Patients may designate persons who are permitted to visit during their hospital stay.

Relationship with Other Health Services Patients or their designated representative have the right to receive information upon request about SMDC Medical Center’s relationship with outside providers to which patients may be referred.

Complaints and Compliments
Please contact:

SMDC Health System
Patient Relations/Risk Management Department
400 East Third Street, Duluth, MN 55805
(218) 786-3091

Or:
• In Minnesota:

Office of Health Facility Complaints
85 East Seventh Place - Suite 300
P.O. Box 64970
St. Paul, MN 55164-0970
Phone: 1-800-369-7994

Board of Medical Practice
University Park Plaza
2829 University Avenue SE, Suite 500
Minneapolis, MN 55414-3246
Phone: (612) 617-2130 or 1-800-657-3709

• In Wisconsin:

Bureau of Quality Assurance
P.O. Box 2969
Madison, WI 53701
Phone: (608) 266-8481

Wisconsin Medical Examining Board
1400 East Washington
P.O. Box 8935
Madison, WI 53708-8935
Phone: (608) 266-2811

Concerns regarding patient care and safety not addressed/resolved:

Office of Quality Monitoring
The Joint Commission
Phone: 1-800-994-6610
E-mail: complaint@jointcommission.org

Patient Responsibilities
Rights alone do not guarantee the achievement of our objectives to provide quality care. Each patient has a responsibility to:

• Follow the treatment plan prescribed. 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;
• Report changes in your health to the people treating you;
• Be honest and direct with the people caring for you. Tell them exactly how you feel about the things that are happening to you;
• Understand your health problems and treatment plans to your satisfaction. Understanding your health problems is important to the success of the treatment plan. If you do not understand, ask the doctor and other caregivers.

When you want to know, please ask. If you have something to say, please SPEAK UP.

• Speak up if you have questions or concerns, and if you don’t understand, ask again. It’s your body and you have a right to know.
• Pay attention to the care you are receiving. Make sure you’re getting the right treatments and medications by the right health care professionals. Don’t assume anything.
• Educate yourself about your diagnosis, the medical tests you are undergoing, and your treatment plan.
• Ask a trusted family member or friend to be your advocate.
• Know what medications you take and why you take them. Medication errors are the most common health care mistakes.
• Use a hospital, clinic, surgery center, or other type of health care organization that has undergone a rigorous on-site evaluation against established state-of-the-art quality and safety standards, such as that provided by The Joint Commission.
• Participate in all decisions about your treatment. You are the center of the health care team.