Patients & Visitors
Endless Mountains Health Systems considers each patient to be an individual with unique physical, emotional, spiritual and financial concerns. We also recognize the specific rights concerning the care to which patients are entitled, and we make every effort to ensure that these rights are upheld. As a patient, you have a number of rights and responsibilities which contribute to the quality of care you receive.
Patients have the right…
Access to Information
- To be given, upon request, the name of their attending physician, the names of all other physicians directly participating in their care, and the names and functions of other health care persons having direct contact with the patient.
- To know what hospital rules and regulations apply to their conduct as patients.
- To request the services of any physician on staff.
- To assistance in obtaining consultation with another physician at the patient’s request and own expense.
- To have access to an interpreter, where possible, if the patient does not speak English.
- To have a family member or representative of their choice and their own physician notified promptly of their admission to the hospital.
- To access information contained in their clinical record within a reasonable time frame. The efforts of individuals to gain access to their own medical records will not be thwarted and we will actively seek to meet these requests as quickly as possible within our record keeping system.
- To have access to people outside the hospital by means of visitors and by verbal and written communication.
- To be transferred to another medical facility, when medically permissible, only after they or their next of kin or other legally responsible representative have received information and an explanation concerning the needs for an alternative to such a transfer. The institution to which the patient is to be transferred must first have accepted the patient for transfer.
- To examine and receive a detailed explanation of their bill.
- To full information and counseling on the availability of known financial resources for their health care.
- To expect that the health care facility will provide a mechanism whereby they are informed upon discharge of their continuing health care requirements following discharge and the means for meeting them.
- To be informed of their rights in advance of furnishing or discontinuing patient care whenever possible. These rights are also posted in patient care areas.
- Of access to an individual or agency who is authorized to act on their behalf to assert or protect these rights and to information about the hospital mechanism for initiation, review and resolution of patient grievances. Grievances should be reported to one of the following persons: Director of Patient Care Services, Chief Executive Officer.
- To personal privacy, in a safe setting, free from all forms of abuse and harassment.
- To respectful care given by competent personnel, with recognition of the patient’s personal dignity.
- To every consideration of their privacy concerning their own medical care program. Case discussion, consultation, examination, and treatment are confidential and should be conducted discreetly.
- To refuse to talk with or see anyone not officially connected with the hospital, including visitors, or persons connected with the hospital but not directly involved in their care.
- To wear appropriate personal clothing and religious symbolic items, as long as they do not interfere with diagnostic procedures or treatment.
- To be free from restraints or seclusion of any form that is not medically necessary or is used as a means of coercion, discipline, convenience, or retaliation by staff. The term “restraint” includes either a physical restraint or a drug used as a restraint. Seclusion refers to involuntary confinement within a room or an area where the patient is physically prevented from leaving.
- To be interviewed and examined in surroundings designed to assure reasonable privacy. This includes the right to have a person of one’s own sex present during certain parts of a physical examination, treatment or procedure preformed by a health professional of the opposite sex, and the right not to remain disrobed any longer than is required for accomplishing the medical purpose for which the patient was asked to disrobe.
- To expect that any discussion or consultation involving their case will be conducted discreetly and that individuals not directly involved in their care will not be present without patient permission.
- To have their medical record read only by individuals directly involved in their treatment or in the monitoring of its quality and by other individuals only on their written authorization or that of their legally authorized representatives.
- To have all records pertaining to their medical care treated as confidential except as otherwise provided by law or third party contractual arrangements.
- To full information in layman’s terms from the physician concerning their diagnosis, treatment and prognosis, including information about alternative treatments and possible complications. When it is not medically advisable to give such information to a patient, the information shall be given on the patient’s behalf to the next of kin or other appropriate person.
- To expect, except for emergencies, that the physician will obtain the necessary informed consent prior to the start of any procedure or treatment, or both.
- To participate in the development and implementation of their plan of care including being informed of their health status, involvement in care planning and treatment, and the right to request or refuse treatment.
- To expect that, in the event the patient is unable to give informed consent, a legally responsible party will be advised by the physician who is considering the patient as a part of a medical care research program or donor program, and the patient, or legally responsible party, may, at any time, refuse to continue in any such program to which they have previously given informed consent.
- To refuse any drugs, treatment, or procedure offered by the hospital, to the extent permitted by law, and a physician shall inform the patient of the medical consequences of the patient’s refusal of any drugs, treatment, or procedure.
- To make advance medical treatment decisions via living wills, durable powers of attorney and other forms of advance directives, and to have those directives honored by the facility and staff.
- To be informed if the hospital proposes to engage in research, educational or experimental projects that affect their care/treatment. Patients have the right to refuse to participate in any such activity.
Quality of Services
- To expect emergency procedures to be implemented without unnecessary delay.
- To quality care and professional standards that are continually maintained and reviewed.
- Of access to medical and nursing services and accommodations without discrimination based upon race, creed, color, religion, sex, sexual preference, national origin, or source of payment for care.
- To expect good management techniques to be implemented within the hospital considering effective use of the time of the patient and to avoid the personal discomfort of the patient.
- To initiate a complaint for review and resolution to administration. Presentation of complaints shall not compromise the patient’s future access to care.
- To expect that special consideration will be given to pediatric patients to provide care in an age appropriate environment which will foster normal growth, development, socialization, and education while hospitalized.
- To expect reasonable safety insofar as hospital practices and environment are concerned, including the right to be placed in protective privacy when considered necessary.
Patients have the Responsibility…
- To provide the hospital staff with information regarding health needs and/or medical problems: for example, the medication they are taking, their current illness, past illnesses, hospitalizations and other matters relating to their health, including unexpected changes in condition.
- To cooperate with treatment plans and to ask questions of their physician or nurse if they do not understand.
- For their actions if they refuse treatment or do not follow the practitioner’s instructions.
- To be considerate and to help control the number of visitors or noise that may annoy other patients.
- To respect all hospital property.
- To abide by the hospital’s discharge time by leaving the hospital as soon as the physician indicates they are discharged. This aids in proper bed utilization and helps to lower health costs.
- To make every effort to pay hospital bills on time and to provide hospital personnel with the necessary insurance and other financial information so that they may provide assistance with payments.
- To follow all hospital rules and regulations affecting patient care and conduct.
It is the policy of EMHS to admit and to treat patients without regard to age, sex, ancestry, race, color, qualified handicap, national origin, religious creed or sexual orientation. The same requirements for admission are applied to all, and patents are assigned within the hospital without regard to age, race, ancestry, color, qualified handicap, national origin, religious creed or sexual orientation. There is no distinction in eligibility for, or in the manner of providing, any patient services provided by or through the hospital.
All facilities of the hospital are available without distinction to all patients and visitors regardless or age, race, ancestry color, qualified handicap, national origin, religious creed or sexual orientation. All persons and organizations that have occasions either to refer patients for admission or recommend the Endless Mountains Health Systems are advised to do so without regard to the patient’s age, sex, race, ancestry, color, qualified handicap, national origin, religious creed or sexual orientation.
Endless Mountains Health Systems promotes adherence to all applicable Federal and State guidelines and regulations including proper billing and collection policies and procedures. We encourage all individuals with questions, concerns, and/or suspected billing errors to contact:
Mary Puzo (570) 278-3801 ext. 338 or
Sandra Seeger at (570) 278-3801, ext 284 or
If questions, concerns or billing errors remain unresolved, please contact
Rex Catlin, CEO at
(570) 278-3801 ext. 219