Patient & Provider Advocacy

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:

Every patient has the right to be provided services in a non-discriminatory manner. The hospital prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression in accordance with 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 respecting other patients and their property.

You have a right to information regarding patient rights, advocacy services and complaint mechanisms, as well as the right to prompt resolution of any complaint. You (or a designee) have 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 and Provider Advocacy by calling 844-959-HEAR (4327). At any time, you may lodge a grievance with the Louisiana Department of Health 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.

Every patient has a right to the presence of a support person during the hospital stay unless this would interfere with the well-being, rights or safety of others; or if it is not medically indicated in the patient’s care. Every patient has the right to designate the visitor(s) of his or her choice and to receive these designated visitors. Visitors can include but are not limited to, a spouse, a domestic partner, both different-sex and same-sex significant others, a family member (including both different-sex and same-sex parents), or friends.

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; and 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 visually 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 and Provider Advocacy.

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.

Click here to view the Ochsner Health Patient Rights and Responsibilities.

Ochsner Patient and Provider Advocacy Contact

We're here to listen, please call 844-959-HEAR (4327).

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. You are responsible for helping your caregiver provide a safe patient care environment.

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 if the patient becomes unable to do so.

HIPAA Notice of Privacy Practices

Your medical information is personal and Ochsner is committed to keeping this information confidential. The HIPAA Privacy Rule provides individuals with rights regarding their protected health information that are more fully explained in Ochsner’s Notice of Privacy Practices.

Because we consistently strive to improve the care and services provided to our patients, we welcome your feedback. Your comments are an important part of our quality-improvement process. 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 to have active patient and family involvement in all aspects of the care process.

Nondiscrimination and Accessibility

Ochsner Health complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex (consistent with the scope of sex discrimination described at 45 CFR § 92.101(a)(2)).

• Ochsner provides free aids and services, such as qualified sign language interpreters and written information in other formats, to people with disabilities to communicate effectively with us.
• Ochsner provides free language services, such as qualified interpreters and information written in other languages, to people whose primary language is not English.

Language assistance services are available 24/7, free of charge, via over-the-phone and video remote interpreters. If you need an interpreter, please call 833-804-0229. For more information, please visit our Language Services page.

Ochsner’s 1557 Coordinator oversees Ochsner’s patient discrimination grievance procedure and investigations conducted by our Patient & Provider Advocacy team. If you believe that Ochsner has failed to provide these services or discriminated in another way on the basis of race, color, national origin, gender, age, disability or sex, you can file a grievance here:

Ochsner Health | Attn: Patient & Provider Advocacy
1514 Jefferson Highway
Jefferson, LA 70121
1-844-959-HEAR (4327) or email: Patientadvocate@ochsner.org

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue SW, Room 509F, HHH Building, Washington, DC 20201, 1-800-368-1019, 800-537-7697 (TDD). Complaint forms are available here.

Click here to view the Notice Informing Individuals about Nondiscrimination and Accessibility 

Attention:

Language assistance services are available 24/7, free of charge, via over-the-phone and video remote interpreters. If you need an interpreter, please call 833-804-0229. For more information, click here.

Arabic

تتوفر خدمات المساعدة اللغوية على مدار الساعة طوال أيام الأسبوع، مجانًا، وذلك من خلال مترجمين شفهيين عبر الهاتف أو الفيديو عن بعد. إذا كنت بحاجة إلى مترجم، يرجى الاتصال على الرق-. لمزيد من المعلومات، يرجى زيارة الموقع التالي: Click here to learn more.

Chinese (Simplified)

全天候免费提供语言援助服务，包括电话或视频通话远程口译。如果需要口译员，请致电833-804-0229。欲了解更多信息，请访问：Click here to learn more.

Farsi

خدمات ترجمه شفاهی 24 ساعته، رایگان، از طریق تلفن و مترجم ویدیویی از راه دور در دسترس است. اگر به مترجم نیاز دارید، لطفاً با شم- تماس بگیرید. برای اطلاعات بیشتر لطفا به آدرس زیر مراجعه کنید:  Click here to learn more.

French

Les services d’assistance linguistique sont disponibles 24h/24-7j/7. Vous pouvez faire appel à un interprète gratuitement par téléphone ou par visioconférence. Si vous avez besoin d’un interprète, appelez le 833-804-0229. Pour plus d’informations, visitez le site web. Click here to learn more.

German

Sprachassistenzdienste sind 24/7 kostenlos von Telefon- und Video-Dolmetscher verfügbar. Wenn Sie eine Dolmetscherin oder einen Dolmetscher benötigen, rufen Sie bitte 833-804-0229 an. Weitere Informationen finden Sie unter: Click here to learn more.

Japanese

多言語サポートサービスは、電話およびビデオによる遠隔通訳により、年中無休で無料でご利用いただけます。通訳が必要な場合は、833-804-0229までお電話ください。詳細についてはこちらをご覧ください。Click here to learn more.

Korean

언어 지원 서비스는 전화 및 화상 원격 통역사를 통해 연중무휴 24시간 무료로 제공됩니다. 통역이 필요하시면 833-804-0229으로 전화해 주세요. 자세한 내용은 여기를 참조하세요: Click here to learn more.

LAO

ມີ​​ບໍ​ລິ​ການ​ຊ່ວຍ​ເຫຼືອ​ທາງ​ພາ​ສາ​ໃຫ້​ບໍ​ລິ​ການ 24 ຊັ່ວໂມງທູກມື້ ໂດຍ​ບໍ່​ເສຍ​ຄ່າ​ ​ຜ່ານ​ທາງ​ໂທລະ​ສັບ​ແລະ​ວິ​ດີ​ໂອ​ທາງ​ໄກຈາກນາຍ​ແປ​ພາ​ສາ​. ຖ້າທ່ານຕ້ອງການນາຍພາສາ, ກະລຸນາໂທຫາ 833-804-0229. ສໍາລັບຂໍ້ມູນເພີ່ມເຕີມ, ກະລຸນາຢ້ຽມຊົມ: Click here to learn more.

Portuguese

Os serviços de assistência de idiomas estão disponíveis 24 horas por dia, 7 dias por semana, gratuitamente, por meio de interpretação remota por telefone e vídeo. Se você precisar de um intérprete, ligue para o número: 833-804-0229. Para obter mais informações, acesse: Click here to learn more.

Russian

Услуги по языковой помощи предоставляются бесплатно 24/7 через телефонных и видеопереводчиков. Если вам нужен переводчик, звоните по телефону 833-804-0229. Дополнительную информацию можно получить на сайте: Click here to learn more.

Spanish

Ofrecemos servicios de asistencia lingüística gratis las 24 horas, todos los días de la semana, con interpretación remota por teléfono o video. Si necesita un intérprete, llame al 833-804-0229. Si necesita más información, ingrese en Click here to learn more.

Tagalog

Available ang mga serbisyo ng tulong sa wika 24/7, nang walang bayad, sa pamamagitan ng telephono at mga video remote na tagapagsalin. Kung kailangan mo ng tagapagsalin, mangyaring tumawag sa 833-804-0229. Para sa karagdagang impormasyon, pakibisita ang: Click here to learn more.

Thai

มีบริการช่วยเหลือด้านภาษาพร้อมให้บริการตลอด 24 ชั่วโมงทุกวัน ไม่เสียค่าใช้จ่ายใดๆ ด้วยบริการล่ามทางโทรศัพท์และวิดีโอทางไกล หากคุณต้องการล่าม โปรดโทร 833-804-0229 สำหรับข้อมูลเพิ่มเติม โปรดไปที่: Click here to learn more.

Urdu

زبان کی مدد کی خدمات بلا معاوضہ، فون اور ویڈیو ریموٹ ترجمانوں کے ذریعے، 24/7 دستیاب ہیں ۔ اگر آپ کو مترجم کی ضرورت ہو، تو براہ کر-پر کال کریں۔ مزید معلومات کے لیے، براہ کرم وزٹ کریں۔ Click here to learn more.

To contact an Ochsner representative regarding your clinic or hospital experience, you may contact us by phone. You may also 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 Medical Complex - The Grove
10310 The Grove Blvd.
Baton Rouge, LA 70836
Phone: 225-761-5443

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

Ochsner Medical Center - West Bank Campus
2500 Belle Chasse Highway
Gretna, LA 70056
Phone: 504-391-5126

Ochsner Medical Center - Kenner
180 West Esplanade Ave.
Kenner, LA 70065
Phone: 504-464-8546

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

Ochsner Baptist
2700 Napoleon Ave.
New Orleans, LA 70115
Phone: 504-894-2908

Slidell Memorial Hospital East
100 Medical Center Drive
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 Blvd.
Oakbrook Terrace, IL 60181
Toll Free: 800-994-6610

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