Patient Rights and Responsibilities

Your Rights as a Patient

We consider you a partner in your hospital care. When you are well informed, participate in treatment decisions and communicate openly with your doctor and other healthcare professionals, you help make your care more effective. While you are in the hospital, your rights include the following:

You have a right to be provided services in a non-discriminatory manner in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, the Americans with Disabilities Act as well as any other applicable Federal and State laws and regulations.

You have the right to a reasonable, timely response to your request or need for care, as well as the right to considerate and respectful care including an environment that preserves dignity and contributes to a positive self-image. You are responsible for being considerate and respectful of hospital staff and property as well as other patients and their property.

You have a right to information regarding patient rights, advocacy services and complaint mechanisms, and the right to prompt resolution of any complaint. You or a designee has the right to participate in the resolution of ethical issues surrounding your care. You have a right to file a complaint if you feel that your rights have been infringed, without fear or penalty from Ochsner or the federal government. You may file a complaint with Patient Relations by calling (504) 842-3971. At any time, you may lodge a grievance with the LA Department of Health and Hospitals by calling (866) 280-7737, or the Joint Commission on Accreditation of Healthcare Organizations at (800) 994-6610.

You, or someone acting on your behalf, have the right to understandable information on your health status, treatment and progress in order to make decisions. You have the right to know the nature, risks and alternatives to treatment. You have the right to be informed, when appropriate, regarding the outcome of the care that has been provided. You have the right to refuse treatment to the extent permitted by law, and the right to be informed of the alternatives and consequences of refusing treatment.

You, in collaboration with your physician, have the right to make decisions regarding care and the right to participate in the development and implementation of the plan of care and effective pain management. You have the right to know the name and professional status of those responsible for the delivery of your care and treatment.

You have a right within legal guidelines to have a guardian, next-of-kin or legal designee exercise patient rights when you are unable to do so. You have the right for your wishes regarding end-of-life decisions to be addressed by the hospital through advance directives. You have the right to personal privacy and confidentiality and to expect confidentiality of all records and communications pertaining to your care. You have the right to request a paper copy of our complete Notice of Privacy Practices, which we are required to provide to you and follow.

You have the right to receive communications about your health information confidentially. You have the right to request restrictions on the uses and disclosures of your health information. You have the right to inspect, copy, request amendments and receive an accounting of to whom we have disclosed your health information.

You have the right to know if your physician wishes to include clinical investigation as part of your care or treatment. You have the right to refuse to participate in such research.

You have the right to information about the hospital charges and available payment methods before services are rendered; immediate and long-term financial implications of treatment choices, insofar as they are known. You have the right to request an explanation of your bill for hospital charges and to be given timely notice of non-coverage of services by your payor.

You have the right to be provided with interpretation services if you do not speak English; to alternative communication techniques if you are hearing or vision impaired; and to have any other resources taken on your behalf to ensure effective communication. These services are provided free of charge.

You have a right to personal safety (free from mental, physical, sexual and verbal abuse, neglect and exploitation). You have the right to access protective and advocacy services. You have the right to protection of personal possessions, entrusted to the hospital for safekeeping. If you have a safety concern, we encourage you to report it to a department manager or to Patient Relations.

You have the right to consent and rescind consent to recording or photographic, video, electronic or audio filming for purposes other than identification, diagnosis or treatment.

Your Responsibilities as a Patient

To the limit of capability, you are responsible for providing accurate and complete information relevant to the provision of services, including but not limited to present complaints, past illnesses, hospitalizations, medications, pain management and advance directives.

You are responsible for making a reasonable attempt to understand what is expected of you, including asking questions as needed. To the limit of capability, you are responsible for accepting the consequences for the outcomes if you do not follow the care, treatment and service plan.

You are responsible for entrusting valuables to the hospital for safekeeping, when other options are impractical. You are responsible for complying with hospital safety regulations, operational policies and financial policies, and for helping your caregiver provide a safe patient care environment.

Advance Directives

A Patient Advocate is available to meet with patients to answer questions regarding advance directives.

Living Will:
A document that outlines what medical treatment the patient does or does not want in the event the patient becomes unable to make those decisions at the appropriate time.

Durable Medical Power of Attorney:
A document by which the patient designates an individual to be responsible for making medical decisions in the event the patient becomes unable to do so.

HIPAA Notice of Privacy Practices:
Your medical information is governed by federal privacy laws. HIPAA protects private medical information and how that information is disclosed. If you have a question regarding the HIPAA Notice of Privacy Practices, or if you believe your privacy rights have been violated, you may call our designated hotline at (866) 842-7099.

Quality Improvement

Because we consistently strive to improve the care and service provided to our patients, we welcome your feedback. Your comments are an important part of our quality improvement process, as we like to know what we are doing right and which areas are in need of improvement. Our policy is to listen, be responsive and provide you with an appropriate and timely follow-up to your questions or concerns. Our goal is active patient and family involvement in all aspects of the care process.

Contact Ochsner

To contact an Ochsner representative regarding your clinic or hospital experience, you may contact us by phone, you may schedule an appointment to speak with someone in person, or you may write to us.

Locations:

Ochsner Medical Center
1514 Jefferson Highway
New Orleans, LA 70121
Phone: (504) 842-3971

Ochsner Health Center - Baton Rouge
9001 Summa Avenue
Baton Rouge, LA 70809
Phone: (225) 761-5443

Ochsner Medical Center - Baton Rouge
17000 Medical Center Drive
Baton Rouge, LA 70816
Phone: (225) 755-4800

Ochsner Medical Center - Westbank
2500 Belle Chasse Highway
Gretna, LA 70056
Phone: (504) 391-5126

Ochsner Medical Center - Kenner
180 West Esplanade Avenue
Kenner, LA 70065
Phone: (504) 464-8546

Ochsner St. Anne General Hospital
4608 Highway 1
Raceland, LA 70394
Phone: (985) 537-6841

Ochsner Baptist Medical Center
2700 Napoleon Avenue
New Orleans, LA 70115
Phone: (504) 894-2908

Ochsner Medical Center - North Shore
100 Medical Center Dr.
Slidell, LA 70461
Phone: (985) 649-7070

You may also lodge a grievance with the following organizations:

Joint Commission on Accreditation of Healthcare Organizations
Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Toll Free: (800) 994-6610

Louisiana Department of Health and Hospitals
Health Standards Section
P.O. Box 3967
Baton Rouge, LA 70821
Phone: (866) 280-7737