At Spectrum Health Pennock, we seek to provide an exceptional experience for every patient and family. To support our partnership, we recognize your rights and responsibilities.
Know Your Rights
You have rights and a role regarding your treatment and care. Our Guest Services Brochure has questions and answers to help you find out about your rights and role as a patient. Knowing your rights and role can help you make better decisions about your care.
Translators and Interpreters
Translators and interpretive services are available. Please contact your nurse or nursing supervisor to arrange.
Ethical Issues/Ethics Committee
At some point, you may be unclear what should be done or your family may need help making a difficult decision. The Spectrum Health Pennock Ethics Committee can provide an open and respectful atmosphere for discussion, weighing the benefits and burdens of proposed treatment options. An ethics consultant is available through your nurse, or by calling the hospital switchboard operator by dialing “0” from your room phone.
- The Right to Caring, Respectful, Personal, Quality Care
-Our health care providers welcome, respect and serve all people regardless of ethnicity, color, gender, national origin, religion, disability, age, HIV status, sexual orientation or source of payment for services.
-Your care will be respectful and caring at all times.
-Sign and spoken language interpreting services are available free of charge.
-If we cannot meet your medical needs, we will arrange a transfer to another facility. Referrals will be made only after you are given full information about why the transfer is needed and offered other choices for treatment if you choose not to be transferred. The facility receiving you must agree to accept the transfer.
-Pastoral/spiritual care is available from your pastor, priest, rabbi or other spiritual leader, or from Spectrum Health Pastoral Care Services.
-You will be told how to file complaints and settle disputes, arguments or conflicts. These include services such as those provided by the patient relations department and ethics committee and assistance in contacting other regulatory agencies as required by law.
-Protective and advocacy services are available.
-A family member or a representative of your choice and your own physician are notified promptly of your admission to the hospital.
The Right to Receive Information About Your Treatment and Care Team
You can expect:
-Explanations of diagnosis and treatment in a way that is clear to you
-Information about specific treatments or procedures, including their benefits and risks, and medically reasonable options
-The names and professional titles of the physicians in charge of your care and other health care providers
-Results of treatments, including unexpected results, from your physician or designee
-Access to your medical record, although we encourage you to review the record with your physician. You also have the right to ask for and receive a copy of your own medical record for a fair fee.
-Sharing your chart or other personal health information with your approval (except as required or allowed by law) strictly for treatment, payment or health care operations
The Right to Make Decisions About Your Care
You or your legally designated representative can expect:
-To make decisions about your own health care
-To be encouraged to take an active role in your care as a patient safety strategy
-The choice to accept or refuse medical care and treatment to the extent allowed by law and to be told of the medical results of these decisions
-The opportunity to complete an advance directive and know the hospital will follow it to the extent allowed by law
-The right to a second opinion with another physician at your own request and expense
-The advice or opinion of the ethics committee
-To make decisions that include or exclude any or all family members or significant others in the involvement of your care
-To get information about end-of-life care
-An explanation of your bill, financial assistance and payment options
-The right to receive a copy of your bill, regardless of payer
The Right to Be Comfortable and Safe
You can expect:
-Care provided in a safe, secure and efficient environment, free from abuse and harassment—chemical or physical restraints will only be used in emergencies to protect you and/or others
-Ongoing assessment of your pain and involvement in plans to manage pain
-Information about pain and pain relief options
-Concerned employees, dedicated to preventing pain
-Health professionals who respond quickly to reports of pain
-Care in a setting that maintains your dignity through personal space and clothing suited to your condition
-To be told of the experimental nature of suggested procedures or treatments, and to have the right to refuse those treatments without affecting your care
-Validation of your name and date of birth through a visual inspection (ID band or other documents) and verbal acknowledgement before any medical treatment or intervention is provided
-To receive information about how to report concerns, including concerns about safety, and to be encouraged to do so
The Right to Privacy and Confidentiality
You can expect:
-Personal privacy, including privacy of personal medical information
-The right to refuse to talk with or see anyone not officially connected with the hospital, including visitors, media or others not directly involved in providing care
-Use of a telephone for private conversations
-To be examined in a setting that provides reasonable privacy
-A person of the same sex present during certain types of exams or procedures
-To undress only as long as necessary for medical purposes
-Your written consent prior to filming or recording (except for identification, diagnosis and treatment)
In order to provide you with the best care, we ask that you:
-Provide a complete, accurate and honest medical history and information, including:
-Nature of your illness/condition
-Past illnesses and hospitalizations
-Specific problems, symptoms, pain or concerns during your stay
-Medication history (prescription, over-the-counter and herbal, including dose and frequency), reactions to medications (food and latex) and concerns
-Changes in your medical condition as they happen
-Speak up and ask questions if you do not understand the treatment plan and your role in the plan
-Make informed decisions about your care
-Follow the jointly agreed-upon recommendations, advice and treatment
-Follow Spectrum Health's rules about patient care and conduct to support quality care and a safe environment, such as:
-Conduct yourself in a way that respects the rights of other patients, Spectrum Health employees and property
-Follow our tobacco-free environment policy
-Know the name of the physician in charge of your care
-Provide complete, accurate and timely information about the sources of payment for hospital care and fulfill financial obligations to the hospital in a timely manner (emergency care will not be delayed while we gather this information)
-Accept responsibility for the medical results if you refuse treatment or if you do not follow your health care provider's instructions
If you have questions regarding your patient rights and responsibilities, call patient relations at 269-945-1760.
Filing a Complaint or Grievance
You and your family may direct any feedback (questions, complaints, concerns or compliments) to our patient relations department at 269-945-1760 or send an email to email@example.com. The department is staffed Monday-Friday during normal business hours. If you call after hours or on weekends, leave a message and we will return your call the next business day. For immediate assistance, talk with your nurse or charge nurse, or call the hospital operator and ask for the administrative associate to be paged.
Patient Comment Cards
If you prefer to send comments through the mail, patient comment cards are distributed throughout the hospitals. You also can file a complaint with the following agencies:
Michigan Department of Community Health
Bureau of Health Systems, Complaint Investigation Unit
P.O. Box 30664
Lansing, Michigan 48909
Office of Quality Monitoring
The Joint Commission
1 Renaissance Boulevard
Oak Brook Terrace, Illinois 60181
Phone: 800.994.6610, 9:30 a.m. to 6 p.m.