Our Patient Bill of Rights
- JUNE 2006
- Français
They appear on patient units and waiting room walls throughout hospitals, but what do Patient Bill of Rights plaques really mean for patients? The Niagara Health System's Patient Bill of Rights & Responsibilities is about encouraging patients to be active participants in their care, to ask questions, and seek answers, says NHS's Regional Director Risk Management Tracy Fattore. "Many times, we find patients have certain expectations about their care and don't ask direct questions to get the answers or information that they need," Tracy says. "We really want to hear about our patient experiences, both good and bad, and the Patient Bill of Rights and Responsibilities encourages this communication." It also supports the Patient Safety initiative, Your Health Care – Be Involved, currently underway in Ontario through the Ontario Hospital Association.
The wording of the Bill is as follows:
Patient Bill of Rights and Responsibilities
The Niagara Health System encourages you (or your substitute decision maker / legally authorized representative) to take an active role during your Hospital treatment.
As a Patient you have the right to:
- Be treated at all times with compassion, professionalism and respect.
- Confidential treatment of your health information in accordance with the law.
- Information necessary to make informed health care choices.
- Give or refuse consent to medical treatment.
- Express your concerns or complaints and expect the Hospital to make best efforts to provide a timely response to your questions.
- A safe and clean environment.
As a Patient you have the responsibility to:
- Provide accurate information relating to both your medical and personal history.
- Be actively involved in your plan of care and to ask questions when you don't understand or require more information.
- Be courteous and respectful of other patients, visitors, and the Hospital Team.
- Be respectful of Hospital property and comply with Hospital policies.
"By supporting and encouraging patients and their families to use and comply with the Patient Bill of Rights & Responsibilities, together we can provide exceptional care that promotes the dignity and wellbeing of those we serve," explains Patient Relations Specialist Natalie Foster. "We find miscommunication is the key in many cases, and patients or their family members end up writing or calling to lodge a complaint after their stay in hospital."
In 2005, Natalie's office in the Risk Management Department fielded 352 complaints from all seven sites of the NHS – averaging almost one a day – and she expects that number to be higher this year, based on trends occurring across the province in other hospitals. "I believe that as a society, we are becoming stronger advocates for our loved ones, and that means seeking answers to patient care issues."
"As a health-care system, the NHS wants to hear about patient experiences," Natalie says. "Following a hospital stay is one way that our public seeks such clarification. Ideally, I want to hear about any problems or issues while patients are in hospital, so we can resolve the situation quickly. Of course, I also look forward to receiving compliments about patient care, and we are proud to say the number of compliments is increasing year over year. Many clinical units have a dedicated compliment bulletin board, where cards of thanks and appreciation are posted for staff and visitors to see. We also personally and formally acknowledge receipt of any feedback received from our patients, whether a compliment or complaint."
The Patient Complaint Process
Patients or their family members can email, call, visit or send a letter to Natalie at any time during a hospital stay or after, although during is preferred so the issue can be resolved as soon as possible. A centralized process means Natalie's office will receive the complaint, whether it is addressed to the CEO, a Vice President or a Clinical Manager. Providing a centralized office allows the NHS to track trends and to ensure that all complaints are treated consistently. "An example could be that we are receiving similar complaints about all six of our Emergency Departments, mentioning a process problem that can be fixed across the board, rather than having that issue identified for only one department at one site."
Once Natalie receives the complaint, she gathers the facts from the patient's point of view, collecting details regarding what happened from the complainant's point of view. Then, the investigation begins from the clinical perspective, and an acknowledgement letter goes out to the complainant, notifying them that the matter will be addressed. "Once our investigation is underway, a variety of clinical aspects are pursued, potentially including staff and physician interviews, patient chart reviews, policy and procedure identification, site visits, and joint meetings with the family, relevant health care providers and management. Often, the problem is simple miscommunication and the issue can be resolved quickly and to everyone's satisfaction." When the investigation is complete and steps to resolve the issue have been determined, Natalie will send out a follow-up letter or occasionally set up a meeting to let the patient know the outcome.
"I find that most often patients and their family members simply want an assurance that the problem won't happen again," Natalie says. "They are looking to get the issue resolved and to be assured that their concerns have been addressed."
For more information, contact Natalie Foster, Patient Relations Specialist at 905-378-4647 ext. 44423 or via email Natalie.Foster@niagarahealth.on.ca.