How to get the best possible care

As a patient as Swope Health Services, you have certain rights and responsibilities. Learning and understanding those rights and responsibilities will ensure you have best possible care.

The care you receive is partially dependent upon you. Act in a cooperative manner with your health care providers, communicate openly and honestly, follow treatment plans, and respect Swope Health Services standards of conduct.

If you have a complaint, you can download the Swope Health Services Title VI Complaint Form and follow the instructions on the form.

(Haga el clic aquí para obtener la versión en Español  del Formulario de Queja del Título VI.)

Your rights

1. To receive compassionate and respectful care regardless of age, sex, race, national origin, religion, disability or communicable disease.
2. To be well informed from your doctor/designated caregiver about your diagnosis, treatment, and chances for recovery in words you can understand. This information should include the specific treatment, medical risks, benefits, and side effects.
3. To know the names and roles of people treating you.
4. To exclude any and all family members from participating in health care decisions (in accordance with applicable laws).
5. To receive sufficient information to help you make decisions involving your health care
6. To refuse recommended treatment to the extent permitted by law, and to be told what will happen to you medically if that is your choice.
7. To medical privacy and confidentiality of all records pertaining to your treatment, except as required by law or third-party payment.
8. To have your medical record read only by individuals directly involved in or supervising your treatment, monitoring the quality of your treatment, or authorized by law or regulation.
9. To have access to information contained in your medical record, within the limit of the law and facility policy.
10. To amend your medical record if there is information you believe to be incorrect.
11. To refuse to take part in research. Any human experimentation affecting care or treatment will be performed with your informed consent.
12. To expect the facility to respond reasonably to your request for medical services. The facility must serve you in a way that reflects the urgency of your case. In extreme cases, you may be transferred to another medical facility. Except in an emergency, you have the right to receive as much information as possible about the need for-and alternatives to-a transfer. You cannot be relocated until after the other facility has accepted the transfer.
13. To formulate an advance directive, express your choices about future care and appoint someone to make decisions for you if you cannot speak for yourself.
14. To access protective services or information regarding protective services. If you would like additional information about obtaining help for child abuse, elder abuse, or domestic violence, please call the domestic violence hotline at 816-995-1000.
15. To know which agencies survey or accredit our organization and the department(s) within which you may be a patient or client.
16. To get information about the relationships between the health center and other health care and educational facilities involved in your care, to find out if any professional, financial, control, or ownership relationships exist among people who treat you at any of the facilities involved.
17. To express verbally or by letter, any complaints or recommendations concerning our services. You may communicate a complaint or grievance in writing or by calling The Health Insurance Portability and Accountability Act of 1996 (HIPAA, Title II) hotline: 816-922-7662. Patients using our Behavioral Health Services may contact the Behavioral Health department directly, or file a formal grievance with the Department of Mental Health, 1706 E. Elm Street, PO Box 687, Jefferson City, MO 65102. Phone: 573-751-4122.

Your responsibilities

1. Following all facility rules.
2. Providing accurate and complete information about current symptoms, past illnesses, hospitalizations, medications, advance directives and any other matters related to care.
3. Following instructions that you and your health care provider have agreed upon.
4. Asking questions about your care that you may not understand or have questions about, including risks of procedures, outcomes and costs of treatment.
5. Making informed decisions about your care and treatment.
6. Knowing what medications or drugs you are taking, why you are taking them and the proper way to take them according to your provider’s instructions.
7. Keeping scheduled appointments, arriving on time for scheduled appointments and for calling as soon as possible to cancel when you cannot keep a scheduled appointment. Please notify us at least 24 hours in advance of appointment cancellations.
8. Advising us of any changes in the following:
• Address
• Phone number
• Income
• Family size
• Insurance information
9. Respecting and considering other people, employees, the property of others and property of Swope Health Services.
10. Attending and supervising your children while in the facility.
11. Paying bills and fees promptly.