Transcript The Patient Bill of Rights - Karmanos Cancer Institute

Karmanos Cancer Center
Respects
Our Patient’s Rights
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Objectives
Understand ‘The Patient Bill of Rights’
 Ensure all staff members are
knowledgeable about our Interpreter
Program
 Understand the Interpreter process
 List our resources for patients needing
communication assistance

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The Patient Bill of Rights
‘Our patients have rights’
Informed upon admission to the hospital & at
registration for clinic appointments…
Brochures are available in our 3 most
frequently requested translator languages Arabic, Spanish & Polish
Wall mounted posters are placed at all entrances to KCC, in every Ambulatory Clinic & in
every In-patient Unit
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Federal & State Laws

Federal & State Regulatory Agencies mandate
that patients are informed of their rights

It is our responsibility to inform patients and
uphold their rights

Major fines and penalties can result if strict
guidelines are not diligently maintained
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The law

Patients are provided with all
contact information necessary to initiate
a formal complaint to Regulatory
Agencies, in the event they perceive their
rights have been violated.

KCC Policy CLN 001 ~
‘Patient Rights and Responsibilities’ reflects
our commitment to these rights.
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Summary of Patient Rights
1. Knowledge & Plan of Care
 Pain management
 Qualifications & identification of all persons
caring for them
 Information on all aspects of care & options for
care …. Their Choice
2. Consent
 Be informed & involved in all decisions
 Refuse treatment with full understanding of
consequences
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3. Dignity & Respect
 Treated the same as others & not denied care
based on race, creed, color, national origin, age,
religion, sexual preference, marital status, sex or
source of payment
4. Confidentiality
 Patient & medical record will be treated
confidentially.
 Request for a confidential admission to KCC will
be honored
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Summary of rights con’t
5. Advance Directive
 A written document providing authorization to
a person to direct all aspects of future care if
the patient can no longer do it.
6. Continued Course of Care
 Discharge planning
7. General Information
 Ask for protective services
 All hospital policies & procedures regarding
complaint resolution
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Summary of rights con’t.
8. Complaint Process
 Contact information for Customer Service
Department, Compliance Hotline, and the
State level Regulatory Agencies
9. Medicare Rights
 All decisions that the hospital, MD or plan
make for your care
 Discharge plans
 Second opinion on discharge readiness
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Your Responsibility

To know that our patients have rights

To respect and uphold their rights

Location of resources:
 * Brochures in Registration
 * Posted on walls throughout campus
 * Customer Service Department
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Interpreter Program
The Civil Rights Act of 1964 – “Title VI”
requires that all healthcare providers offer oral
and written language assistance to limited English
proficiency (LEP) individuals.
Title VI prohibits discrimination based on race,
color or national origin.
The State of Michigan, Office of Civil Rights
mandates that healthcare providers ensure
effective communication for all patients.
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LEP individuals are knowledgeable about their rights, and we must
respect our diverse language communities by facilitating effective
communication.
Patients are not financially responsible for interpreter services or
communication assistance—this is a free service.
Non-compliance to this law may result in major penalties, loss of federal
funding and costly legal fines.
Our top 2 language requests are Spanish & Arabic.
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Services
Certified interpreters and translations services
must be provided to Non-English or LEP
patients and their families.
Sign language interpreters for deaf patients and
the hearing impaired must also be
accommodated.
Hard of hearing individuals must be supported
with the proper resources.
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Resources & Support
It is our responsibility to assess patients’
language needs – providing support and
resources to ensure effective communication.
It is the law & every team member must be able
to initiate the process assuring language is
presented in an understandable manner.
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Assessment
Whenever a KCC staff member recognizes the
need for an interpreter, a 3-step assessment
takes place:
1. What type of interpreter service is needed
2. When the interpreter service needs to be
provided
3. Who should be present during the scheduled
interpreter session
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Tele-Interpreters 1st
Tele-Interpreters should be the first choice for
interpreter support.
There may be specific individuals or
circumstances that require
face to face interpreter services.
Requests for face to face services will be
reviewed by the Customer Service Department
and the optimal support for the patient will be
provided.
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Resources
Tele-Interpreters – over the telephone interpreters =
access to over 150 languages in minutes
Face to face interpreters
Translated vital documents into the LEP's
first language
Telecommunication device for the deaf (TDD)
Amplified phone handsets for hearing impaired patients
Picture boards, write on/ wipe off slates,
Multi-language Pain Scale
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Resources for the Visually Impaired

Karmanos is committed to meeting the
communication needs of all our patients.
 Visually Impaired Patients may request that
vital medical documents be translated into
Braille.
 This is a free, off-site service, conducted at the
patient’s request.
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Your Responsibility
Policy ADM 304: Translator/Interpreter Policy outlines
our commitment to effective
communication with LEP,
deaf and hard of hearing individuals.
It is every team members responsibility to assess
our patients for their language skills,
identify gaps and support them with the
resources to ensure effective communication.
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Summary
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