Patient Rights & Responsibilities - Crozer-Keystone Health System - PA

Patient Rights and Responsibilities

Your rights as well as your responsibilities as a patient are listed below. If at any time, you have questions concerning your rights or responsibilities, you may request assistance from the Patient Representative or Administrator On-Call. 

The telephone operator (who you can reach by dialing “0" on your telephone) or the nurse caring for you can help you contact one of these individuals. Please take a moment to review these rights and responsibilities.

Your Rights

  • You have the right to respectful care provided by competent personnel who will provide services in a manner that is consistent with your personal, psychosocial, spiritual and cultural values, so long as they do not interfere with your care or present any harm or danger to yourself or others.
  • You have the right to be informed of your rights as a patient at the earliest appropriate time in the course of your hospitalization.
  • You have the right to have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital.
  • You have the right to full information in layman terms concerning diagnosis, prognosis, treatment, (including information about alternative treatments), and possible complications. When it is not medically advisable that such information be given to you, the information will be given on your behalf to your next of kin or your designated/legal representative.
  • Except in emergencies, you have the right to receive in advance of treatment or a contemplated procedure, a full explanation from your physician so that you may exercise your right of informed consent.
  • You have the right to participate in your care planning, treatment, discharge and transfer arrangements.
  • You have the right to know the name of your attending physician, the names of all other physicians directly participating in your care, and the names and functions of other hospital personnel having direct contact with you. You have the right to be informed of the reasons for any proposed change in the professional staff responsible for your care.
  • You have the right to privacy concerning your healthcare. All aspects of your care are considered confidential and will be conducted discreetly. You have the right, to have someone present while physical examination, treatment or procedures are performed, as long as their presence does not interfere with your care.
  • You have the right to have all records pertaining to your medical care treated as confidential in accordance with applicable laws.
  • You have the right, upon request by you or your designated/legal representative, to access all information contained in your medical records, unless access is specifically restricted for medical reasons by your attending physician.
  • You have the right to know what hospital rules and regulations apply to you.
  • You have the right to have emergency procedures and services implemented without unnecessary delay.
  • You have the right to good quality care and high professional standards that are continually maintained and reviewed, to receive care in a safe setting.
  • You have the right to be free from all forms of abuse or harassment.
  • You have the right to pain assessment and management upon admission and throughout your hospitalization.
  • You have the right to be advised when a physician is considering you for participation in a medical care research program or donor program. You will not be included in a research or donor program unless you or a legally responsible party has given informed consent prior to actual participation in such a program. You or legally responsible party may, at any time, refuse to continue in any such program to which you have previously given informed consent.
  • You have the right to refuse any drug, treatment, or procedure offered by the hospital, to the extent permitted by law. A physician will inform you of the medical consequences of your refusal of any drugs, treatment or procedure.
  • You have the right to have your wishes honored as they are stated in an advance directive, such as a living will and durable power of attorney for healthcare decision making. These documents express your choices about your future care or name someone to make healthcare decisions for you if you are not able to speak for yourself. Your decisions will be honored by this hospital and its healthcare professionals, within the limits of the law and the hospital’s mission, values and philosophy. If you have a written advance directive, you should provide a copy to the hospital. You are not required to have or complete an advance directive in order to receive care and treatment in this hospital. However, at your request, information on formulating an advance directive will be provided.
  • You have the right, when receiving acute care services, to be free from any form of restraints (physical restraint or drug being used as a restraint) that is not medically necessary.
  • You have the right when receiving behavioral health services, to be free from seclusion and restraint, in any form, that is not medically necessary. Seclusion or a restraint will only be used in emergency situations to ensure your physical safety and only after less restrictive interventions have been determined to be ineffective.
  • You have the right to assistance in obtaining consultation with another physician at your request and own expense.
  • You have the right to receive impartial access to services based on professionally determined health need and without discrimination based upon race, age, religion, gender, sexual preference, disability, national origin or source of payment.
  • You have the right to be communicated with in a manner that is clear, concise and understandable. If you do not speak English, you will have access, where possible, to an interpreter. If you are hearing impaired, you may request to be provided with access to a sign language interpreter or a Telecommunications Device for the Deaf (TDD).
  • You have the right to expect good management techniques to be implemented within the hospital, considering effective use of your time and to avoid personal discomfort to you.
  • When medically permissible, you may be transferred to another facility only after you or next of kin or other legally responsible representative has received complete information and an explanation concerning the need for and alternatives to such a transfer. The institution to which you are to be transferred must first have accepted you for transfer.
  • You have the right to examine and receive a detailed explanation of your bill, and the right to full information and counseling on the availability of known financial resources for your healthcare.
  • You have the right to be informed of the source of the hospital’s reimbursement for services provided to you, and of any limitation which may be placed upon your care.
  • You have the right to be informed of your continuing healthcare requirements following discharge and the means for meeting them.
  • You have the right to information regarding the relationship of the hospital to other organizations that may participate in providing your care including any separate billing practices.
  • You have the right to obtain access to an individual or agency who is authorized to act on your behalf to assert or protect the rights set out in this section.
  • You or your designated/legal representative, have the right to voice concerns, questions and complaints regarding your care, without fear of reprisal or discrimination, and to have those concerns reviewed, and when possible, resolved in a timely manner. Concerns should be directed to your care providers. You may also contact the Patient Representative or Administrator On-Call by contacting the Operator.

The hospital also has a formal grievance process that you may follow to address unresolved concerns. The formal grievance process may include a review by a committee composed of members of the Board of Directors.

To file a complaint or grievance, you may notify the Patient Representative or Administrator On-Call, who can be reached by dialing the Operator.

Additionally, the Pennsylvania Department of Health Acute and Ambulatory Care Services may be contacted either in writing at P.O. Box 90, Harrisburg, PA 17108-0090 or by calling 1-800-254-5164.

You may also submit a complaint to the Joint Commission, an organization that evaluates and accredits hospitals. You may contact the Join Commission as follows:

E-mail
patientsafetyreport@jointcommission.org

Fax
Office of Quality Monitoring, (630) 792-5636

Mail
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Telephone
(800) 994-6610

The filing of a complaint or grievance will in no manner affect the quality of care and/or treatment you receive from this hospital.

Your Responsibilities

In addition to the rights set forth above, you are responsible for the following:

  • You or your family should provide complete and accurate information about past illnesses, hospitalization, medications, advanced directives and other matters relating to your health history in order to effectively treat your illnesses.
  • You should cooperate with all hospital personnel and ask questions if directions and/or procedures are not clearly understood.
  • You should be considerate of other patients and hospital personnel and to assist in the control of noise, number of visitors in your room and adhere to the hospital's no smoking policy.
  • You should be respectful of the property of other persons and the property of the hospital.
  • In order of facilitate your care and the efforts of the hospital personnel, you should help the physicians, nurses and allied medical personnel in their efforts to care for you by following their instructions and medical orders.
  • Duly authorized members of your family should be available to hospital personnel for review of your treatment in the event you are unable to properly communicate with the physicians or nurses.
  • You are financially responsible for all hospital services either through third-party payors (your insurance company) or by personally making payment for any services which are not covered by your insurance policies.
  • You should not take drugs which have not been prescribed by your attending physician and administered by hospital staff; and that you will not complicate or endanger the healing process by consuming alcoholic beverages or toxic substances during your hospital stay.

Patient Portals

Crozer-Keystone patient portals make it easy for patients to securely access their inpatient and outpatient results and also view and pay bills online.

My CKHS Account

View and pay your CKHS bills online - comfortably, easily and securely.

Pay My Bill

Request An Appointment

You can conveniently request an appointment online 24 hours a day seven days a week. To speak with someone immediately, call us at 1-800-CK-HEALTH (1-800-254-3258).