Patient Rights & Responsibilities
Biltmore Surgical Center observes and respects a patient’s rights
and responsibilities without regard to age, race, color, sex, national
origin, religion, culture, physical or mental disability, personal values
or belief systems.
- Become informed of his or her rights as a patient in advance of, or when
discontinuing, the provision of care. The patient may appoint a representative
to receive this information should he or she so desire.
- Exercise these rights without regard to race, national origin, religion,
gender, sexual orientation, age, disability, marital status or diagnosis
or the source of payment for care.
- To receive privacy in treatment and care of personal needs and considerate
and respectful care, provided in a safe environment.
- Shall not be subjected to: Abuse, neglect, exploitation, coercion, manipulation,
sexual abuse, sexual assault or seclusion.
- To receive treatment that supports and respects the patient’s cultural,
psychosocial, spiritual and personal values, beliefs and preferences respected.
To assure these preferences are identified and communicated to staff,
a discussion of these issues will be included during the initial nursing
- Access protective and advocacy services or have these services accessed
on the patient’s behalf.
- Appropriate assessment and management of pain.
- Remain free from seclusion or restraints of any form that are not medically
necessary or are used as a means of coercion, discipline, convenience
or retaliation by staff.
- Knowledge of the name of the physician who has primary responsibility for
coordinating his/her care and the names and professional relationships
of other physicians and healthcare providers who will see him/her.
- Receive information from his/her physician about his/her illness, health
status, diagnosis, course of treatment, outcomes of care (including unanticipated
outcomes), and his/her prospects for recovery in terms that he/she or
the patient’s representative can understand.
- Receive information about any proposed treatment or procedure he/she may
need in order to participate in the development of the plan of care, give
informed consent or to refuse the course of treatment and to participate
in planning for care after discharge.
- Except in emergencies, this information shall include a description of
the procedure or treatment, the medically significant risks involved in
the treatment, alternate courses of treatment or non-treatment and the
risks involved in each and the name of the person who will carry out the
procedure or treatment.
- Formulate advance directives regarding his or her healthcare, and to have
facility staff and practitioners who provide care in the facility comply
with these directives (to the extent provided by state laws and regulations).
- Have a family member or representative of his or her choice notified promptly
of his or her visit to the facility, if requested.
- Have his or her personal physician notified promptly of his or her visit
to the facility.
- Full consideration of privacy concerning his/her medical care program.
Case discussion, consultation, examination and treatment are confidential
and should be conducted discreetly. The patient has the right to be advised
as to the reason for the presence of any individual involved in his or
- Confidential treatment of all communications and records pertaining to
his/her care and his/her stay in the facility. His/her written permission
will be obtained before his/ her medical records can be made available
to anyone not directly concerned with his/ her care.
- Receive information in a manner that he/she understands. Communications
with the patient will be effective and provided in a manner that facilitates
understanding by the patient. Written information provided will be appropriate
to the age, understanding and, as appropriate, the language of the patient.
As appropriate, communications specific to the vision, speech, hearing
cognitive and language-impaired patient will be appropriate to the impairment.
All necessary aids including translation and interpreting shall be made
available at no cost to the patient being served.
- Access information contained in his or her medical record within a reasonable
time frame (usually within 48 hours of the request).
- Reasonable responses to any reasonable request he/she may make for service.
- Leave the facility even against the advice of his/her physician.
- May consent to or refuse treatment.
- May participate or refuse to participate in research or experimental treatment.
- May refuse or withdraw consent to treatment before treatment is initiated.
- Reasonable continuity of care.
- Be advised of the grievance/complaint process, should he or she wish to
communicate a concern regarding the quality of the care he or she receives.
Notification of the grievance process includes: whom to contact to file
a grievance, and that he or she will be provided with a written notice
of the grievance determination that contains the name of the facility
contact person, the steps taken on his or her behalf to investigate the
grievance, the results of the grievance and the grievance completion date.
- Shall not be subject to retaliation for submitting a complaint or grievance
to the Arizona State Department of Health Services or any other entity.
- Be advised if facility/personal physician proposes to engage in or perform
human experimentation affecting his/her care or treatment. The patient
has the right to refuse to participate in such research projects. Refusal
to participate or discontinuation of participation will not compromise
the patient’s right to access care, treatment or services.
- Full support and respect of all patient rights should the patient choose
to participate in research, investigation and/or clinical trials. This
includes the patient’s right to a full informed consent process
as it relates to the research, investigation and/or clinical trial. All
information provided to subjects will be contained in the medical record
or research file, along with the consent form(s).
- Be informed by his/her physician or a delegate of his/her physician of
the continuing healthcare requirements following his/her discharge.
- To receive a referral to another health care institution if the facility
is unable to provide health services for the patient.
- Examine and receive an explanation of his/her bill regardless of source
- Know which facility rules and policies apply to his/her conduct while a patient.
- Have all patient’s rights apply to the person who may have legal
responsibility to make decisions regarding medical care on behalf of the patient.
- To receive assistance from a family member, representative, or other individual
understanding, protecting, or exercising patient’s rights.
- The patient is responsible for providing a responsible adult to transport
him/her home from the facility and remain with him/her for 24 hours, if
required by provider.
- All facility personnel, medical staff members and contracted agency personnel
performing patient care activities shall observe these patients’ rights.
The care a patient receives depends partially on the patient himself. Therefore,
in addition to these rights, a patient has certain responsibilities as
well. These responsibilities should be presented to the patient in the
spirit of mutual trust and respect:
- The patient has the responsibility to provide accurate and complete information
concerning his/her present complaints, past illnesses, hospitalizations,
medications and other matters relating to his/her health.
- The patient is responsible for reporting perceived risks in his or her
care and unexpected changes in his/her condition to the responsible practitioner.
- The patient and family are responsible for asking questions about the patient’s
condition, treatments, procedures, Clinical Laboratory and other diagnostic
- The patient and family are responsible for asking questions when they do
not understand what they have been told about the patient’s care
or what they are expected to do.
- The patient and family are responsible for immediately reporting any concerns
or errors they may observe.
- The patient is responsible for following the treatment plan established
by his/her physician, including the instructions of nurses and other health
professionals as they carry out the physician’s orders.
- The patient is responsible for keeping appointments and for notifying the
facility or physician when he/she is unable to do so.
- The patient is responsible for his/her actions should he/she refuse treatment
or not follow his/her physician’s orders.
- The patient is responsible for assuring that the financial obligations
of his/her facility care are fulfilled as promptly as possible.
- The patient is responsible for following facility policies and procedures.
- The patient is responsible for being considerate of the rights of other
patients and facility personnel.
- The patient is responsible for being respectful of his/her personal property
and that of other persons in the facility.
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If you feel we have not satisfactorily met your needs or have concerns
regarding your experience at North Valley Surgery Center, please contact:
Biltmore Surgical Center
2222 E. Highland Avenue
Suite 100, Phoenix, AZ 85016
If you feel that your grievance was not addressed to your satisfaction
you may contact:
Arizona Department of Health Services
Attn: Bureau Chief - Office of Medical Facilities Licensing
150 N. 18th Ave, Suite 450 • Phoenix, AZ 85007
Medicare beneficiaries may contact:
The Joint Commission (TJC)