PATIENT RIGHTS AND RESPONSIBILITIES
Holy Cross Hospital assumes the responsibility to assure the basic rights
and responsibilities of patients while providing health care. Notice of Patient Rights and Grievance Process Holy Cross Hospital will inform each patient (or their representative) of the patient’s rights in advance of furnishing or discontinuing care.
Grievances may be filed with the Patient Safety and Risk Management
Director (or your designee) and the Patient Concerns and Issues
Policy will be followed.
Patient Rights
As a Patient, You Have These Rights:
- The right to refuse treatment.
- The right to pain management.
- The right to safety, privacy and confidentiality.
- The right to be in communication with your caregivers.
- The right to make informed decisions.
- The right to participate in all aspects of your health care.
- The right to an Advance Directive.
- The right to impartial access to care.
- Knowledge of your rights and responsibilities in receiving care.
- The right to file a grievance through the Hospital’s grievance process.
- The right to be free of physical and/or chemical restraints. Restraints will be used only when necessary and not used as a coercion, discipline, convenience or retaliation.
Exercise of Rights
Patients have the right to participate in the development andimplementation of their plan of care.
As a patient, you have the right to:
- Be informed of your health status.
- Be involved in care planning and treatment.
- Request or refuse treatment.
- Formulate an Advance Directive.
- Have practitioners and staff provide care that is consistent with these directives.
- Have a family member (or appointed representative) and your family physician promptly notified upon admission to the Hospital.
Privacy and Safety
As a patient, you have the right to:
- Personal privacy.
- Receive care in a safe setting.
- Be free from all forms of abuse or harassment.
- Not suffer any adverse consequences for filing a complaint.
Confidentiality of Patient Records
As a patient, you have the right to:
- Confidentiality of your medical records.
- Access the information contained in your medical records.
- Access medical record information within a reasonable time frame.
Communication
As a patient, you have the right of access to people outside the Hospital
by means of visitors and by verbal and written communication. You have
the right to specify visitation and telephone contact. If you do not speak
or understand Spanish or English, you may have access to an interpreter.
Translators for Native Americans speaking Tiwa and other languages
can be arranged.
Transfer and Continuity of Care
As a patient, you may not be transferred to another facility or organization
unless: a complete explanation of the need for the transfer is given
to you; alternatives to the transfer are explained and; the transfer is
acceptable to the other facility. You have the right, following discharge
from the Hospital, to be informed of any continuing health care requirements from the practitioner or chosen delegate responsible for your
health care.
Hospital Charges/Billing
As a patient, regardless of the payment source for the health care
performed, you have the right to request and receive an itemized and
detailed explanation of the total bill for services rendered in the Hospital.
You also have the right to request clarification of your Hospital charges
and/or billing procedures.
Hospital Rules and Regulations
As a patient, you should be informed of Hospital rules and regulations
applicable to your conduct. You are entitled to information about the
Hospital’s mechanism for initiation, review and resolution of your
complaints.
Patient Responsibilities
As a Patient, You Have These Responsibilities:
Provision of Information
As a patient, you have the responsibility to provide, to the best of your
knowledge, accurate and complete information about past and present
complaints concerning your health. You have the responsibility to report
unexpected changes in your condition to your practitioner or delegate.
You are responsible for reporting whether you clearly comprehend your
planned course of action and what is expected of you.
Compliance With Instruction
As a patient, you are responsible for following the treatment plan
recommended by your practitioner or delegate primarily responsible
for your care.
Refusal of Treatment
As a patient, you are responsible for your own actions if you refuse treatment or do not follow your practitioner’s or delegate’s instructions.
As a patient, you have the responsibility to:
- Provide accurate information about your present illness and medical history.
- Seek clarification, when necessary, to understand your health problems and plan of care.
- Follow through on your agreed plan of care in and out of the Hospital.
- Follow rules and regulations of the Hospital for your own safety.
- Consider and observe the rights of others.
- Assure that the financial obligations of your health care services are fulfilled and the complete and accurate billing information is submitted to the Hospital.
- Assist with insurance processing and claim-filing information in a timely manner.
A Special Note to Children:
Children do have rights in the Hospital. With the help of you and your
parents, the Hospital staff will see that these rights are respected. If you
have any questions on these rights, ask your Mom or Dad.
Let them know:
- If anyone is mean to you.
- If you are not given privacy.
- If the care given to you is not explained to you.
- If you are not helping to make decisions regarding your care.
- A detailed listing of a Patient’s Rights and Responsibilities is included in this brochure. You or a family member may discuss these Rights and Responsibilities with any of our clinical staff. If you do not get the answers you need or need additional follow-up, please call Administration at (575) 751-5766 (or extension 5766) from your Hospital room phone.
If You Have a Grievance
The Hospital views concerns, issues and complaints expressed by patients,
visitors and other customers as valuable data in identifying opportunities
and priorities for improvement and planning.
Please rest assured that any complaint you make will not adversely affect
your current or future health care.
If you have a complaint, speak to your Nurse or the Department Director.
If your complaint cannot be remedied immediately, an official written
complaint can be submitted if you wish. The written complaint will be sent
to the Director of Patient Safety and Risk Management for review. The issue
will then be addressed by the appropriate person who will attempt to
explain or resolve the problem to your satisfaction.
If this procedure does not suffice or the seriousness of the grievance demands immediate attention, the formal grievance process will be followed:
The issue will be handled by the CEO, CNO, CFO or the Risk Manager, who
comprise the Grievance Committee. You or your representative will be
notified verbally and in writing within seventy-two (72) business hours of
what is happening with the issue. Continued reports will be given to you
every seventy-two (72) business hours.
If you still are not satisfied, you may contact the Health Department’s
Incident Management Hotline at 800-752-8649.
Address: Department of Health and Human Services
20409 South Pacheco, Room 413
Santa Fe, New Mexico 87505
These brochures and information are available in PDF format or are linked to another website. PDFs can be opened with Adobe Acrobat Reader. If you do not have this program, click the button below to download the program free.
Advance Directives
Surgery Brochure
Pain Management Brochure
Admissions Brochure
ER Admission Brochure
Patient Rights and Responsibilities
Notice of Information and Privacy Practices
Business Office and Billing Questions
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