PATIENT RIGHTS

Parkland Medical Center respects the dignity and pride of each individual we serve. We comply with applicable Federal civil rights laws and do not discriminate on the basis of age, gender, disability, race, color, ancestry, citizenship, religion, pregnancy, sexual orientation, gender identity or expression, national origin, medical condition, marital status, veteran status, payment source or ability, or any other basis prohibited by federal, state, or local law. Each individual shall be informed of the patient's rights and responsibilities in advance of administering or discontinuing patient care. We adopt and affirm as policy the following rights of patient/clients who receive services from our facilities:

Considerate and Respectful Care

  • To receive ethical, high-quality, safe and professional care without discrimination
  • To be free from all forms of abuse and harassment
  • To be treated with consideration, respect and recognition of their individuality, including the need for privacy in treatment. This includes the right to request the facility provide a person of one's own gender to be present during certain parts of physical examinations, treatments or procedures performed by a health professional of the opposite sex, except in emergencies, and the right not to remain undressed any longer than is required for accomplishing the medical purpose for which the patient was asked to undress

Information regarding Health Status and Care

  • To be informed of his/her health status in terms that patient can reasonably be expected to understand, and to participate in the development and the implementation of his/her plan of care and treatment
  • The right to be informed of the names and functions of all physicians and other health care professionals who are providing direct care to the patient
  • The right to be informed about any continuing health care requirements after his/her discharge from the hospital. The patient shall also have the right to receive assistance from the physician and appropriate hospital staff in arranging for required follow-up care after discharge.
  • To be informed of risks, benefits and side effects of all medications and treatment procedures, particularly those considered innovative or experimental
  • To be informed of all appropriate alternative treatment procedures
  • To be informed of the outcomes of care, treatment and services
  • To appropriate assessment and management of pain
  • To be informed if the hospital has authorized other health care and/or education institutions to participate in the patient's treatment. The patient shall also have a right to know the identity and function of these institutions, and may refuse to allow their participation in his/her treatment

Decision Making and Notification

  • To choose a person to be his/her healthcare representative and/or decision maker. The patient may also exercise his/her right to exclude any family members from participating in his/her healthcare decisions.
  • To have a family member, chosen representative and/or his or her own physician notified promptly of admission to the hospital
  • To request or refuse treatment. This right must not be construed as a mechanism to demand the provision of treatment or services deemed medically unnecessary or inappropriate
  • To be included in experimental research only when he or she gives informed, written consent to such participation. The patient may refuse to participate in experimental research, including the investigations of new drugs and medical devices
  • To formulate advance directives and have hospital staff and practitioners who provide care in the hospital comply with these directives
  • To leave the healthcare facility against one's physician's advice to the extent permitted by law

Access to Services

  • To receive, as soon as possible, the free services of a translator and/or interpreter, telecommunications devices, and any other necessary services or devices to facilitate communication between the patient and the hospitals' health care personnel (e.g., qualified interpreters, written information in other languages, large print, accessible electronic formats)
  • To bring a service animal into the facility, except where service animals are specifically prohibited pursuant to facility policy (e.g., operating rooms, patient units where a patient is immunosuppressed or in isolation)
  • To pastoral counseling and to take part in religious and/or social activities while in the hospital, unless one's doctor thinks these activities are not medically advised
  • To safe, secure and sanitary accommodation and a nourishing, well balanced and varied diet
  • To access people outside the facility by means of verbal and written communication
  • To have accessibility to facility buildings and grounds. Parkland Medical Center recognizes the Americans with Disabilities Act, a wide-ranging piece of legislation intended to make American society more accessible to people with disabilities. The policy is available upon request
  • To a prompt and reasonable response to questions and requests for service
  • To request a discharge planning evaluation

Access to Medical Records

  • To have his/her medical records, including all computerized medical information, kept confidential and to access information within a reasonable time frame. The patient may decide who may receive copies of the records except as required by law
  • Upon leaving the healthcare facility, patients have the right to obtain copies of their medical records

Ethical Decisions

  • To participate in ethical decisions that may arise in the course of care including issues of conflict resolution, withholding resuscitative services, foregoing or withdrawal of life sustaining treatment, and participation in investigational studies or clinical trials
  • If the healthcare facility or its team decides that the patient's refusal of treatment prevents him/her from receiving appropriate care according to ethical and professional standards, the relationship with the patient may be terminated

Protective Services

  • To access protective and advocacy services
  • To be free from restraints of any form that are not medically necessary or are used as a means of coercion, discipline, convenience, or retaliation by staff
  • The patient who receives treatment for mental illness or developmental disability, in addition to the rights listed herein, has the rights provided by any applicable state law
  • To all legal and civil rights as a citizen unless otherwise prescribed by law
  • To have upon request an impartial review of hazardous treatments or irreversible surgical treatments prior to implementation except in emergency procedures necessary to preserve one's life
  • To an impartial review of alleged violations of patient rights
  • To expect emergency procedures to be carried out without unnecessary delay
  • To give consent to a procedure or treatment and to access the information necessary to provide such consent
  • To not be required to perform work for the facility unless the work is part of the patient's treatment and is done by choice of the patient
  • To file a complaint with the Department of Health or other quality improvement, accreditation or other certifying bodies if he /she has a concern about patient abuse, neglect, about misappropriation of a patient's property in the facility or other unresolved complaint, patient safety or quality concern

Payment and Administration

  • To examine and receive an explanation of the patient's healthcare facility's bill regardless of source of payment, and may receive upon request, information relating to the availability of known financial resources
  • A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate
  • To receive, upon request, prior to treatment, a reasonable estimate of charges for medical care
  • To be informed in writing about the facility policies and procedures for initiation, review and resolution of patient complaints, including the address and telephone number of where complaints may be filed

Additional Patient Rights

  • Except in emergencies, the patient may be transferred to another facility only with a full explanation of the reason for transfer, provisions for continuing care and acceptance by the receiving institution
  • To initiate their own contact with the media
  • To get the opinion of another physician, including specialists, at the request and expense of the patient
  • To wear appropriate personal clothing and religious or other symbolic items, as long as they do not interfere with diagnostic procedures or treatment
  • To request a transfer to another room if another patient or a visitor in the room is unreasonably disturbing him/her
  • To request pet visitation except where animals are specifically prohibited pursuant to the facility's policies (e.g., operating rooms, patient units where a patient is immunosuppressed or in isolation)

PATIENT RESPONSIBILITIES

The care a patient receives depends partially on the patient him/herself. Therefore, in addition to the above rights, a patient has certain responsibilities. These should be presented to the patient in the spirit of mutual trust and respect.

  • To provide accurate and complete information concerning his/her health status, medical history, hospitalizations, medications and other matters related to his/her health
  • To report perceived risks in his/her care and unexpected changes in his/her condition to the responsible practitioner
  • To report comprehension of a contemplated course of action and what is expected of the patient, and to ask questions when there is a lack of understanding
  • To follow the plan of care established by his/her physician, including the instructions of nurses and other health professionals as they carry out the physician's orders
  • To keep appointments or notifying the facility or physician when he/she is unable to do so
  • To be responsible for his/her actions should he/she refuse treatment or not follow his/her physician's orders
  • To assure that the financial obligations of his/her healthcare care are fulfilled as promptly as possible
  • To follow facility policies, procedures, rules and regulations
  • To be considerate of the rights of other patients and facility personnel
  • To be respectful of his/her personal property and that of other persons in the facility
  • To help staff to assess pain, request relief promptly, discuss relief options and expectations with caregivers, work with caregivers to develop a pain management plan, tell staff when pain is not relieved, and communicate worries regarding pain medication
  • To inform the facility of a violation of patient rights or any safety concerns, including perceived risk in his/her care and unexpected changes in their condition

VISITATION RIGHTS

Parkland Medical Center recognizes the importance of family, spouses, partners, friends and other visitors in the care process of patients. We adopt and affirm as policy the following visitation rights of patients/clients who receive services from our facilities:

  • To be informed of their visitation rights, including any clinical restriction or limitation of their visitation rights
  • To designate visitors, including but not limited to a spouse, a domestic partner (including same sex), family members, and friends. These visitors will not be restricted or otherwise denied visitation privileges on the basis of age, race, color, national origin, religion, gender, gender identity, gender expression, sexual orientation or disability. All visitors will enjoy full and equal visitation privileges consistent with any clinically necessary or other reasonable restriction or limitation that facilities may need to place on such rights
  • To receive visits from one's attorney, physician or clergyperson at any reasonable time
  • To speak privately with anyone he/she wishes (subject to hospital visiting regulations) unless a doctor does not think it is medically advised
  • To refuse visitors
  • Media representatives and photographers must contact the hospital spokesperson for access to the hospital

Patient Grievance Process

Parkland Medical Center is committed to providing quality care and patient satisfaction. Complaints or suggestions for improving a service or process are welcome and encouraged.

You may direct your comments to your caregivers, the director of the care area or Administration by calling (603) 421-2100, or by writing or calling the Quality and Patient Safety Department, Parkland Medical Center, One Parkland Drive, Derry, NH 03038, (603) 421-2207.

If you have a concern regarding discrimination and /or access to services, contact the Equity Compliance Coordinator at (603) 421-3650 or (603) 421-2207.

Your care will not be compromised in any manner because of the complaint or issue expressed. Appropriate actions will be taken, when indicated, as expediently as possible.

You have a right to file a grievance regarding your care with State agencies in addition to or instead of utilizing the hospital’s complaint/grievance process.

  • Complaints related to Quality of Care/Premature Discharge for Medicaid Patients
    Northeast Health Care Quality Foundation
    15 Old Rollinsford Road, Suite #302
    Dover, NH 03820-2830
    Phone: 1-800-772-0151 (Option 4) or (603) 749-1641
  • Other complaints
    NH Department of Health & Human Services
    Health Facilities Administration
    129 Pleasant Street
    Concord, NH 03301
    Telephone: (800) 735-2964, ext. 9499 or (603) 271-9499
    TDD Access Relay: (800) 735-2964
  • Complaints to the Joint Commission
    Office of Quality Monitoring
    The Joint Commission
    One Renaissance Boulevard
    Oakbrook Terrace, IL 60181
  • Civil Rights Complaint
    U.S Dept. of Health and Human Services
    200 Independence Ave, SW
    Room 509F, HHH Building
    Washington DC, 20201
    (800) 368-1019, (800) 537-7697 (TDD)

The Right to Voice Your Complaints

  • To voice complaints regarding care received or recommend changes without being subjected to coercion, discrimination, reprisal or unreasonable interruptions to care, treatment or services. Staff can assist the patient with this
  • The patient has the right to have the complaint promptly investigated and the findings communicated to him/her
  • To seek additional avenues to resolve clinical or ethical conflicts relative to the patient’s care. He/she may consult the Hospital Ethics Committee at any time in your hospitalization.
  • To file a complaint with the State Peer Review Organization or other agencies regarding the care received, instead of utilizing the hospital’s’ complaint/grievance process:

    For Quality of Care/Premature Discharge for Medicare Patients:
    Livanta LLC

    10810 Guilford Rd, Suite 111
    Annapolis Junction, MD 20701
    Toll Free (866) 815-5440
    TTY Number (866) 868-2289

    For other Complaints:
    Office of the Ombudsman
    129 Pleasant Street
    Concord, NH 03301 (800) 852-3345, Ext 6941
    Or
    NH DHHS Office
    Operations Support Health Facility Administration
    129 Pleasant St
    Concord, NH 03301-3857 (800) 852-3345 Ext 4592
    Or
    The Joint Commission
    One Renaissance Boulevard
    Oakbrook Terrace, IL 60181 (630) 792-5000

New Hampshire Patients’ Bill of Rights

151:21 Patients' Bill of Rights. –

The policy describing the rights and responsibilities of each patient admitted to a facility, except those admitted by a home health care provider, shall include, as a minimum, the following:

I. The patient shall be treated with consideration, respect, and full recognition of the patient's dignity and individuality, including privacy in treatment and personal care and including being informed of the name, licensure status, and staff position of all those with whom the patient has contact, pursuant to RSA 151:3-b.

II. The patient shall be fully informed of a patient's rights and responsibilities and of all procedures governing patient conduct and responsibilities. This information must be provided orally and in writing before or at admission, except for emergency admissions. Receipt of the information must be acknowledged by the patient in writing. When a patient lacks the capacity to make informed judgments the signing must be by the person legally responsible for the patient.

III. The patient shall be fully informed in writing in language that the patient can understand, before or at the time of admission and as necessary during the patient's stay, of the facility's basic per diem rate and of those services included and not included in the basic per diem rate. A statement of services that are not normally covered by medicare or medicaid shall also be included in this disclosure.

IV. The patient shall be fully informed by a health care provider of his or her medical condition, health care needs, and diagnostic test results, including the manner by which such results will be provided and the expected time interval between testing and receiving results, unless medically inadvisable and so documented in the medical record, and shall be given the opportunity to participate in the planning of his or her total care and medical treatment, to refuse treatment, and to be involved in experimental research upon the patient's written consent only. For the purposes of this paragraph "health care provider" means any person, corporation, facility, or institution either licensed by this state or otherwise lawfully providing health care services, including, but not limited to, a physician, hospital or other health care facility, dentist, nurse, optometrist, podiatrist, physical therapist, or psychologist, and any officer, employee, or agent of such provider acting in the course and scope of employment or agency related to or supportive of health care services.

V. The patient shall be transferred or discharged after appropriate discharge planning only for medical reasons, for the patient's welfare or that of other patients, if the facility ceases to operate, or for nonpayment for the patient's stay, except as prohibited by Title XVIII or XIX of the Social Security Act. No patient shall be involuntarily discharged from a facility because the patient becomes eligible for medicaid as a source of payment.

VI. The patient shall be encouraged and assisted throughout the patient's stay to exercise the patient's rights as a patient and citizen. The patient may voice grievances and recommend changes in policies and services to facility staff or outside representatives free from restraint, interference, coercion, discrimination, or reprisal.

VII. The patient shall be permitted to manage the patient's personal financial affairs. If the patient authorizes the facility in writing to assist in this management and the facility so consents, the assistance shall be carried out in accordance with the patient's rights under this subdivision and in conformance with state law and rules.

VIII. The patient shall be free from emotional, psychological, sexual and physical abuse and from exploitation, neglect, corporal punishment and involuntary seclusion.

IX. The patient shall be free from chemical and physical restraints except when they are authorized in writing by a physician for a specific and limited time necessary to protect the patient or others from injury. In an emergency, restraints may be authorized by the designated professional staff member in order to protect the patient or others from injury. The staff member must promptly report such action to the physician and document same in the medical records.

X. The patient shall be ensured confidential treatment of all information contained in the patient's personal and clinical record, including that stored in an automatic data bank, and the patient's written consent shall be required for the release of information to anyone not otherwise authorized by law to receive it. Medical information contained in the medical records at any facility licensed under this chapter shall be deemed to be the property of the patient. The patient shall be entitled to a copy of such records upon request. The charge for the copying of a patient's medical records shall not exceed $15 for the first 30 pages or $.50 per page, whichever is greater; provided, that copies of filmed records such as radiograms, x-rays, and sonograms shall be copied at a reasonable cost.

XI. The patient shall not be required to perform services for the facility. Where appropriate for therapeutic or diversional purposes and agreed to by the patient, such services may be included in a plan of care and treatment.

XII. The patient shall be free to communicate with, associate with, and meet privately with anyone, including family and resident groups, unless to do so would infringe upon the rights of other patients. The patient may send and receive unopened personal mail. The patient has the right to have regular access to the unmonitored use of a telephone.

XIII. The patient shall be free to participate in activities of any social, religious, and community groups, unless to do so would infringe upon the rights of other patients.

XIV. The patient shall be free to retain and use personal clothing and possessions as space permits, provided it does not infringe on the rights of other patients.

XV. The patient shall be entitled to privacy for visits and, if married, to share a room with his or her spouse if both are patients in the same facility and where both patients consent, unless it is medically contraindicated and so documented by a physician. The patient has the right to reside and receive services in the facility with reasonable accommodation of individual needs and preferences, including choice of room and roommate, except when the health and safety of the individual or other patients would be endangered.

XVI. The patient shall not be denied appropriate care on the basis of age, sex, gender identity, sexual orientation, race, color, marital status, familial status, disability, religion, national origin, source of income, source of payment, or profession.

XVII. The patient shall be entitled to be treated by the patient's physician of choice, subject to reasonable rules and regulations of the facility regarding the facility's credentialing process.

XVIII. The patient shall be entitled to have the patient's parents, if a minor, or spouse, or next of kin, unmarried partner, or a personal representative chosen by the patient, if an adult, visit the facility, without restriction, if the patient is considered terminally ill by the physician responsible for the patient's care.

XIX. The patient shall be entitled to receive representatives of approved organizations as provided in RSA 151:28.

XX. The patient shall not be denied admission to the facility based on medicaid as a source of payment when there is an available space in the facility.

XXI. Subject to the terms and conditions of the patient's insurance plan, the patient shall have access to any provider in his or her insurance plan network and referral to a provider or facility within such network shall not be unreasonably withheld pursuant to RSA 420-J:8, XIV.

XXII. The patient shall not be denied admission, care, or services based solely on the patient's vaccination status.

XXIII. (a) In addition to the rights specified in paragraph XVIII, the patient shall be entitled to designate a spouse, family member, or caregiver who may visit the facility while the patient is receiving care. A patient who is a minor may have a parent, guardian, or person standing in loco parentis visit the facility while the minor patient is receiving care.

(b)(1) Notwithstanding subparagraph (a), a health care facility may establish visitation policies that limit or restrict visitation when:

(A) The presence of visitors would be medically or therapeutically contraindicated in the best clinical judgment of health care professionals;

(B) The presence of visitors would interfere with the care of or rights of any patient;

(C) Visitors are engaging in disruptive, threatening, or violent behavior toward any staff member, patient, or another visitor; or

(D) Visitors are noncompliant with written hospital policy.

(2) Upon request, the patient or patient's representative, if the patient is incapacitated, shall be provided the reason for denial or revocation of visitation rights under this paragraph.

(c) A health care facility may require visitors to wear personal protective equipment provided by the facility, or provided by the visitor and approved by the facility. A health care facility may require visitors to comply with reasonable safety protocols and rules of conduct. The health care facility may revoke visitation rights for failure to comply with this subparagraph.

(d) Nothing in this paragraph shall be construed to require a health care facility to allow a visitor to enter an operating room, isolation room, isolation unit, behavioral health setting or other typically restricted area or to remain present during the administration of emergency care in critical situations. Nothing in this paragraph shall be construed to require a health care facility to allow a visitor access beyond the rooms, units, or wards in which the patient is receiving care or beyond general common areas in the health care facility.

(e) The rights specified in this paragraph shall not be terminated, suspended, or waived by the health care facility, the department of health and human services, or any governmental entity, notwithstanding declarations of emergency declared by the governor or the legislature. No health care facility licensed pursuant to RSA 151:2 shall require a patient to waive the rights specified in this paragraph.

(f) Each health care facility licensed pursuant to RSA 151:2 shall post on its website:

(1) Informational materials explaining the rights specified in this paragraph;

(2) The patients' bill of rights which applies to the facility on its website; and

(3) Hospital visitation policy detailing the rights and responsibilities specified in this paragraph, and the limitations placed upon those rights by written hospital policy on its website.

(g) Unless expressly required by federal law or regulation, the department or any other state agency shall not take any action arising out of this paragraph against a health care facility for:

(1) Giving a visitor individual access to a property or location controlled by the health care facility;

(2) Failing to protect or otherwise ensure the safety or comfort of a visitor given access to a property or location controlled by the health care facility;

(3) The acts or omissions of any visitor who is given access to a property or location controlled by the health care facility.