Lancaster General Hospital, as a healthcare facility within the Lancaster General, is committed to delivering quality healthcare to you, our patient, and making your stay as pleasant as possible. The following Statement of The Patient's Rights and Responsibilities is endorsed by the Administration and staff of this facility, and applies to all patients.

1. Patient's right to be treated as an individual - The dignity and worth of the patient are important at Lancaster General Hospital. Patients have the right to be treated with respectful care and consideration by all Hospital personnel.
2. Patient's right to know the identity of hospital personnel - A patient has the right, upon request, to be given the name of his attending physician, the names of all other physicians directly participating in his or her care, and the names and functions of other healthcare personnel having direct contact with the patient. All Hospital personnel having direct patient care will be properly identified. Since Lancaster General Hospital is a teaching hospital, patients will meet physicians and other healthcare personnel in training. These persons will be identified as students. The education programs at Lancaster General Hospital will help the Hospital provide the most up-to-date patient care and the presence of students adds to the quality of care received by patients.
3. Right to privacy and confidentiality - Patients have the right to every consideration of privacy concerning medical care at Lancaster General Hospital. Within the limitations of accommodations of the Hospital, examinations, treatment and discussions concerning the care of patients will be conducted discreetly and handled confidentially.
4. Right to access to your medical records - Under Pennsylvania law, patients have the right, upon request, to have access to all information contained in their medical records, unless access is restricted for medical reasons or prohibited by law. It is the Hospital's policy to have patients contact their attending physician regarding questions about information contained within their medical record. Patients have the right to confidentiality of all records pertaining to their treatment, except as otherwise provided by law, as otherwise directed by the patient, or by agreement with third party payors such as Blue Cross or Medicare which require the Hospital to provide information concerning the patient's record in order to accurately process claims.
5. The patient's right to be informed of their rights as a patient - Reasonable effort will be made to inform patients of their rights at the earliest possible time of their hospitalization. Patients also have the right to know what Hospital rules and regulations apply to their conduct as a patient.
6. Right to prompt emergency treatment - Patients have the right to expect emergency procedures to be implemented without unnecessary delay. Except for emergencies, patients have the right to receive, in advance of treatment, a full explanation of any contemplated procedure or treatment from their physician so that they can exercise their right to give informed consent.
7. Patient's right to participate in development and implementation of plan of care - The patient or his or her representative has the right to make informed decisions regarding his or her care. The Patient's rights include being informed of his or her health status, being involved in care planning and treatment, and being able to request or refuse treatment. Patients have the right to good quality healthcare, and the high professional standards which are continually maintained and reviewed at Lancaster General Hospital. Patients have the right to obtain from their physicians information in terms that they can reasonably be expected to understand about their diagnosis, treatment and prognosis, including information about alternative methods of treatment and possible complications. When it is not medically advisable to give patients such information, this information may be explained to a member of their family or other appropriate person. If patients need further clarifications concerning the information given, they are encouraged to ask their physician about the results of examinations and tests, the treatment or operation planned, the person who will administer these, and the expected outcome of treatment.
8. Interpreters - The Hospital maintains a list of bilingual employees through the Human Resources department. This list is distributed to all departments and is posted in the Nursing Office. In addition, Lancaster General provides a telephone interpreter system. A patient will be provided with an interpreter if he/she does not speak English.
9. Right to decline treatment - Patients have a right to make decisions about their care. They may refuse any drugs, treatment or procedure to the extent permitted by law. They will be informed by physicians of the medical consequences of their decision to refuse treatment, but the responsibility for those consequences must, necessarily, be the patient's.
10. Right to be informed of research studies and donor programs - Patients have the right to a full explanation of any research study or donor program in which they may be asked to participate. No research study or donor program will be carried out without the patient's informed consent or that of a legally responsible party. If the patient is asked to participate in a study, they have the right to refuse or withdraw their consent at any time, even after they have given their agreement to participate.
11. Right to consultation - Patients have the right to request and to receive assistance in obtaining a consultation by another physician at any time. A consultation is the medical opinion of another physician; it is obtained at the patient's expense.
12. Patient's right to service without discrimination - Patients have the right to appropriate medical services without discrimination based upon race, color, religion, sex, sexual preference, national origin or ability to pay.
13. Right to good hospital management - Patients have the right to expect good management techniques to be implemented within the Hospital. They may expect every effort will be made to avoid unnecessary delay and, when possible, to avoid undue personal discomfort.
14. Patient's right to know about discharge plans - Patients have the right to participate in all decisions made concerning their discharge from the Hospital and to be informed of continuing healthcare requirements after discharge and the available resources for meeting them. Patients should discuss these matters with the attending physician. In addition to the patient's attending physician, the Social Services Department at Lancaster General Hospital provides assistance in discharge planning. A social worker will provide counseling and advice to the patient or family for continuing care at another facility or for assistance at home.
15. Right to transfer to another facility - When medically advisable, patients may be transferred to another healthcare facility, only after the Hospital gives them or another appropriate person complete information and explanation concerning the requirements for and alternatives to such a transfer. Patients can be assured that the facility to which they are being transferred has accepted them for admission, and their complete records will be forwarded to the other medical facility.
16. Patient's right to understand hospital charges - Patients have the right to examine and receive a complete explanation of their bill. Patient Financial Services will assist you in filling out and processing insurance forms. Patients are encouraged to contact the Patient Financial Services office if they have any questions concerning their Hospital coverage. Upon request, Patient Financial Services may also be of help providing information and counseling about the possibilities of funds from various sources to help patients or their families in payment of Hospital bills.
17. Right of access to an individual or an agency - Patients have the right of access to an individual or an agency who has been authorized to act on their behalf, and to assist or protect the rights set out in this policy.
18. Right to informed consent - Except for emergencies, each person has the right to necessary informed consent prior to the start of any procedure or treatment, or both.
19. Right to formulate advanced directives - Each patient has the right to formulate Advanced Directives and to have Hospital staff and practitioners who provide care in the Hospital comply with these Directives. In the event that a practitioner objects to such Directives on religious or moral grounds, the patient has the right to be transferred to the service of a practitioner who does not have such objections.
20. Right to inform family or a representative - Each patient has the right to have a family member, representative or physician of his or her choice notified promptly of his or her admission to the Hospital.
21. Right to a safe environment - Each patient has the right to receive care in a safe setting and to be free from all forms of abuse or harassment.
22. Right of grievance resolution - The Hospital encourages its patients and their families to openly communicate with their physicians and other caregivers to resolve their questions and concerns. The Hospital also encourages its patients and their families to utilize any of a number of existing means to notify it regarding questions, concerns, complaints, or issues. However, a patient or his or her representative may always use the Hospital's Grievance Policy within 120 days of the date the Hospital service was rendered, by contacting the Hospital's Patient Representative at 717-544-5050, or by written notice sent to the Patient Representative Office at the following address: Patient Representative Office, Lancaster General Hospital, 555 North Duke Street, P. O. Box 3555, Lancaster, Pennsylvania 17604-3555, where such grievances shall be dated and logged in. The patient or his/her representative must reference the Hospital's Grievance Policy in filing a formal grievance. A patient has a right to a copy of the Hospital's Patient Grievance Policy.
23. Right to be free from restraints for acute medical and surgical care - Each acute medical and surgical care patient has the right 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 Hospital staff. Each patient has a right to a copy of the Hospital's policy respecting restraints and seclusion.
24. Right to be free from restraints and seclusion for behavior management - Each behavioral health patient has the right to be free from seclusion and restraints, of any form, imposed as a means of coercion, discipline, convenience, or retaliation by Hospital staff. Each patient has a right to a copy of the Hospital's policy respecting restraints and seclusion.
25. Right to know Hospital's Patient's Bill of Rights - Each patient has the right to be informed of his or her rights at the earliest possible moment in the course of his or her hospitalization.
26. Right to pain management - As a patient you have the right to expect your reports of pain will be addressed promptly by a concerned staff committed to pain prevention and management. You have the right to receive information about pain and pain relief measures, and to have access to pain management techniques and pain specialists.

A Statement of the Patient's Responsibilities to the Hospital

As a patient, you should assume responsibility for the following:

• The Hospital expects that you or your designated/legal representative will provide accurate and  complete information about present complaints, past illnesses, hospitalizations, medications, advance directives,” and other matters relating to your health history or care in order for you to receive effective medical treatment.
• You are responsible for reporting whether you clearly understand your plan of care and what is expected of you.
• The Hospital expects that you will cooperate with all Hospital personnel and ask questions if  directions and/or procedures are not clearly understood.
• You are expected to be considerate of other patients and hospital personnel, to assist in the control of noise and visitors in your room, and to observe the smoking policy. You are also expected to be respectful of the property of other persons and the property of the Hospital.
• You are expected to help the physicians, nurses, and allied medical personnel in their effort to care for you by following their instructions and medical orders.
• Duly authorized members of your family or designated legal representative are expected to be available to Hospital personnel for review of your treatment in the event you are unable to properly communicate with your healthcare givers.
• It is understood that you assume the financial responsibility of paying for all services rendered either through third-party payers (your insurance company) or being personally responsible for payment for any services that are not covered by your insurance.
• It is expected that you will not take drugs that 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.
• You are expected to discuss with your health care professional what pain may be anticipated, pain relief options, and what plan of pain management will be developed for you. It is expected that you will tell the doctor or nurse about any pain that does not go away, any new pain, and any worries
  that you may have about taking pain medication.

Summary

Being a good patient does not mean being a silent one. If you have questions, problems, or unmet needs, please let us know. If you would like further clarification of the “Rights and Responsibilities” as they pertain to you, please contact the hospital representative at 544-5050.

Effective communication with our patients and their families is important to all of us at Lancaster General Hospital. Should you need explanation or have a concern about your rights or responsibilities, we offer these guidelines:

Step 1 - Please address the concern directly with the staff caring for you. The parties directly involved are most likely to have the best information and should be the starting point to resolve the situation.

Step 2 - If resolution is not reached, please ask the staff to involve the manager of the unit. Should this step not resolve the issue, you are encouraged to move to the next level.

Step 3 - If resolution of your concern is not reached, please contact the Patient Representative whose name is listed below.

Judy Errett - (717) 544-5050
Michael Kauffman - (717) 544-5050

In addition, concerns may also be directed to:

Pennsylvania Department of Health
Acute & Ambulatory Services
P.O. Box 90
Harrisburg, PA 17108-0090
1-800-254-5164
and
Office of Quality Monitoring
Joint Commission on Accreditation
of Healthcare Organizations
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
1-800-994-6610