Patient’s Rights and Responsibilities

PATIENT RIGHTS:

• Every patient has the right to courtesy, respect, dignity, personal privacy, responsiveness to his/her needs. These rights are regardless of age, race, sex, nationality , religion, cultural, or physical handicap, and personal value and beliefs.
• Every patient has the right to every consideration of his privacy and individuality as it relates to his social, religious, and psychological well-being.
• Every patient has the right to confidentiality. Every patient has the right to approve or refuse the release of medical information to any individual outside the facility, except in the case of transfer to another health facility, or as required by law or third-party payment contract.
• Every patient has the right to express grievances or complaints without fear of reprisals.
• Every patient has the right to continuity of health care. The physician may not discontinue treatment of a patient as long as further treatment is medically indicated, without giving the patient sufficient opportunity to make alternative arrangements.
• Every patient is provided complete information regarding diagnosis, treatment and prognosis, as well as alternative treatments or procedures and the possible risk and side effects associated with treatment. If medically inadvisable to disclose to the patient such information, the information is given to a person designated by the patient or to a legally authorized individual.
• Every patient has the right to make decisions regarding the health care that is recommended by the physician. Accordingly, the patient may accept or refuse any recommended medical treatment.
• Every patient has the right to be informed of any research or experimental projects and to refuse participation without compromise to the patient’s usual care.
• Every patient has the right to appropriate treatment and care to include assessment and management of pain.
• Every patient has the right to understand facility charges. You have the right to an explanation of all facility charges related to his/her health care.
• Every patient has the right to all resuscitative measures; therefore we will not honor Advance Directives.
• Every patient has the right to participate in their health care treatment and decisions.

PATIENT RESPONSIBILITIES:

• Patients are responsible to be honest and direct about matters that relate to them, including answering questions honestly and completely.
• Patients are responsible to provide accurate past and present medical history, present complaints, past illnesses, hospitalizations, surgeries, existence of advanced directive, medication and other pertinent data.
• Patients agree to accept all caregivers without regard to race, color, religion, sex, age, gender preference or handicap, or national origin.
• Patients are responsible for assuring that the financial obligations for health care rendered are paid in a timely manner.
• Patients are responsible to sign required consents and releases as needed.
• Patients are responsible for their actions if they should refuse a treatment or procedure, or if they do not follow or understand the instructions given them by the physician or Grand River Surgery Center, LLC employees.
• Patients are responsible for keeping their procedure appointment. If they anticipate a delay or must cancel, they will notify Grand River Surgery Center, LLC as soon as possible.
• Patients are responsible for the disposition of their valuables, as Grand River Surgery Center, LLC does not assume the responsibility.
• Patients are responsible to be respectful of others, or other people’s property and the property of Grand River Surgery Center, LLC.
• Patients are to observe safety and no smoking regulations.

PATIENT COMPLAINT OR GRIEVANCE:

To report a complaint or grievance you may contact the facility Administrator by phone at 517-220-0240 or by mail to the center address. If your complaint is not resolved, you may contact the locations below.

The Joint Commission
Office of Quality & Patient Safety
One Renaissance Boulevard Oakbrook Terrace, IL 60181
Fax: 630-792-5636
patientsafetyreport@jointcommission.org

1. State of Michigan Facility Complaints

The State of Michigan investigates complaints regarding health facility safety, quality of care, and licensing violations. This is the direct online intake form used for Michigan ambulatory surgery centers.

• Agency Name: Michigan Department of Licensing and Regulatory Affairs (LARA)
• Bureau: Bureau of Survey and Certification (BSC)
• Toll-Free Complaint Hotline: 1-800-882-6006
• Direct Online Complaint Portal: lara.state.mi.us
• Mailing Address:
  Department of Licensing & Regulatory Affairs
  Bureau of Survey and Certification – Complaint Intake Section
  P.O. Box 30838
  Lansing, MI 48909

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2. Medicare / CMS Complaints

For health facility conditions and quality of care issues at an ambulatory surgery center, the Centers for Medicare & Medicaid Services (CMS) directs beneficiaries to file through the State Survey Agency (LARA listed above). However, general Medicare complaints or coverage rights violations can be initiated directly with Medicare.

• Agency Name: Centers for Medicare & Medicaid Services (CMS)
• Toll-Free Phone Line: 1-800-MEDICARE (1-800-633-4227)
• TTY Users Phone Line: 1-877-486-2048
• Direct Online Complaint Form: https://www.medicare.gov/my/medicare-complaint

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3. Medicare Beneficiary Ombudsman (MBO)

The Medicare Ombudsman helps ensure patient rights are protected and reviews issues that have not been adequately resolved through standard Medicare complaint processes. Patients may review their programmatic rights online or ask a 1-800-MEDICARE representative to escalate their unresolved inquiry directly to the Ombudsman. 

Ombudsman Rights and Help Portal: https://www.medicare.gov/basics/your-medicare-rights/get-help-with-your-rights-protections 

Office Name: CMS Medicare Beneficiary Ombudsman (MBO)

How to Escalate via Phone: Call 1-800-633-4227 and explicitly ask the agent to submit your unresolved complaint to the Ombudsman.

Ombudsman General Web Resource: https://www.cms.gov/center/special-topic/ombudsman/medicare-beneficiary-ombudsman-home