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:
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 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.
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 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, including, but 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; 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.
A Patient Advocate is available to meet with patients to answer questions regarding advance directives.
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.
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.
Nondiscrimination and Accessibility
Ochsner complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Ochsner does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
Ochsner provides free aids and services to people with disabilities to communicate effectively with us. If you need these services, contact the Compliance Officer.
If you believe that Ochsner has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with:
Ochsner Health System, Compliance and Privacy
1450 Poydras St.
New Orleans, LA 70122-1227
Fax: (504) 842-6106
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.
Ochsner Medical Center
1514 Jefferson Hwy.
New Orleans, LA 70121
Ochsner Health Center - Baton Rouge
9001 Summa Ave.
Baton Rouge, LA 70809
Ochsner Medical Center - Baton Rouge
17000 Medical Center Dr.
Baton Rouge, LA 70816
Ochsner Medical Center - West Bank Campus
2500 Belle Chasse Hwy.
Gretna, LA 70056
Ochsner Medical Center - Kenner
180 West Esplanade Ave.
Kenner, LA 70065
Ochsner St. Anne Hospital
4608 Highway 1
Raceland, LA 70394
2700 Napoleon Ave.
New Orleans, LA 70115
Ochsner Medical Center - North Shore
100 Medical Center Dr.
Slidell, LA 70461
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 and Hospitals
Health Standards Section
P.O. Box 3967
Baton Rouge, LA 70821