The Doctors Clinic, a part of the Franciscan Medical Group and CHI Franciscan, follows the guidelines set forth by CHI Franciscan. Please see the below information for your patient rights and responsibilities.
Patient Rights & Responsibilities
As a patient, it's a good idea to educate yourself about your rights and responsibilities. As always, our staff is available to answer any questions you may have.
CHI Franciscan follows the Ethical and Religious Directives for Catholic Health Care Services. Our hospitals, outpatient centers and other care facilities are open to persons of every faith and ethnic background. Thank you for entrusting us with your care.
In the event that you cannot make medical decisions for yourself, it is important to have these legal documents prepared, so your loved ones can follow your wishes.
We offer discounts and other financial assistance for medically necessary services. To be eligible for this assistance, please submit the necessary documents showing you meet the established qualifications.
Whether you come to our facility for medical care or to have a test or other procedures done, your rights as a patient must be respected.
As a patient, you have the right to:
CHI Franciscan takes every complaint seriously and want to work with you to address your issues.
If you believe you have experienced discrimination or that your rights have been violated, you may initiate a formal grievance. We ask that you speak with management staff directly about your concern. You may also call and speak with the Hospital Patient Advocate during business hours or you may notify them in writing. The Franciscan Customer Concern Line is (253)530-2299 / or 1(877)426-4701. The Patient Advocate will contact you upon receipt of the grievance, and will refer the complaint to the appropriate manager for investigation.
The manager or designee may contact you within two working days of the receipt your grievance to discuss your concerns. Once the concerns are clarified, our policy allows 10 working days for a thorough investigation and follow up by the manager or designee. A written response detailing the steps taken on your behalf to investigate the grievance, and the results of the process will be mailed no later than 10 days from the receipt of the grievance. The letter will also have the name and number of a contact person for any further correspondence.
You also have a right to file a complaint with the Washington Department of Health, regardless of whether you choose to first use the hospital grievance process. The Washington Department of Health Hospital Complaint Hotline is 1(800])633-6828. Any concern about patient safety or care in the hospital, that the hospital has not already addressed, may also be referred to the Joint Commission's Office of Quality Monitoring at 1(800)994-6610.
Individuals with disabilities have a right to be accompanied by a trained service animal or dog guide, have reasonable accommodations and be able to access non-sterile and non-medically regulated patient and visitor areas.
You have a right to file a discrimination complaint with the Washington Human Rights Commission toll free at 1-800-233-3247 or online at www.hum.wa.gov.
Patients of CHI Franciscan enjoy visitation privileges consistent with the patient preference and subject to the hospital's Justified Clinical Restrictions. Each patient has the right to receive the visitors whom he/ she designates and may designate a support person to exercise the patient's visitation rights on his/ her behalf. All visitors designated by the patient (or support person where appropriate) shall enjoy visitation privileges that are no more restrictive than those that immediate family member would enjoy. The designation of a support person does not extend to the medical decision making.
We may impose clinically necessary or reasonable restrictions or limitations on patient visitation when necessary to respect all other patient rights and to provide safe care to patients. A justified Clinical Restriction may include, but need not be limited to one or more of the following: (i) a court order limiting or restraining contact; (ii) behavior presenting a direct risk or threat to the patient, hospital staff, or others in the immediate environment; (iii) behavior disruptive of the functioning of the patient care unit; (iv) reasonable limitations on the number of visitors at any one time; (v) patient's risk of infection by the visitor; (vi) visitor's risk of infection by the patient; (vii) extraordinary protections because of a pandemic or infectious disease outbreak; (viii) substance abuse treatment protocols requiring restricted visitation; (ix) patient's need for privacy or rest; (x) need for privacy or rest by another individual in the patient's shared room; or (xi) when the patient is undergoing clinical intervention or procedure and the treating health care professional believes it is in the patient's best interest to limit visitation during the clinical intervention or procedure.
We constantly measure our patients' satisfaction with the medical care and services they receive. We also seek ways to improve how we meet your expectations.
As a patient or former patient, you may be asked to respond to a questionnaire designed to gauge your level of satisfaction with our hospital and the care it provided you. We hope you will take the few minutes to complete the survey. Your comments are important to us. Customer satisfaction is one of our top priorities.
Have a complaint? Please let us know.
Call the CHI Franciscan Customer Concern Line at 1-877-426-4701. Our patient advocates are available Monday through Friday, 8 a.m. — 4:30 p.m. At other times, please leave your name and phone number, and we will return your call.
If you believe your rights are not being respected or you're displeased with how you're treated, as a patient you have the right:
View a printable version of our Privacy Notice.
The Doctors Clinic reserves the right to amend or make changes to the terms of this notice and to make the revised or changed notice effective for medical information we already have about you as well as any information we receive in the future. We will post the current notice in the office with its effective date.