As a hospice patient, you have the right to be fully informed of your rights and responsibilities before the initiation of service. If/When a patient has been judged incompetent or at the patient’s request, the patient’s legal surrogate decision maker may exercise these rights as described below. Madrona Hospice will protect and promote your right to exercise these rights; you will not be subjected to discrimination or reprisal for exercising these rights.
Madrona Hospice offers a specialized program of Supportive and Palliative care for patients with life-limiting illnesses. Supportive care services are offered to the patient’s family members.
Madrona Hospice provides services to patients 24 hours a day, 7 days a week, 365 days a year. Patients may contact Madrona Hospice by calling (480) 566-5997 at any time for services. The Administrative Office is open Monday through Friday 8:00 am to 5:00 pm, closed for lunch from 12:00 pm to 1:00 pm. The office is closed on holidays and weekends.
Patient and Family Rights:
- Receive personalized care and treatment from reliable, qualified and well-trained staff that respect the patient and family.
- Become involved in decisions concerning health care and services provided by Madrona Hospice.
- Choose a personal attending physician and participate in plans for the patient’s medical care.
- Communicate concerns, fears and needs to sensitive, compassionate and supportive staff.
- Receive honest answers to questions regarding health status, treatment and condition.
- Have his/her property and person treated with respect.
- Receive effective pain management and system control from Madrona Hospice staff for conditions related to the treatment of his or her life limiting illness.
- Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown sources, and misappropriation of his or her property.
- Refuse treatment and receive information on the possible consequences of such refusal.
- Maintain control over their own lives; associate with and meet privately with other people; participate in social, religious and community groups unless a physician determines such participation would be harmful to the patient.
- Maintain quality of life without physical or mental abuse, neglect, exploitation or physical or chemical restraints unless such restraints are necessary to protect the patient and/or others and are authorized in writing by a physician.
- Receive quality, compassionate care regardless of race, creed, religion, color, gender, sexual orientation, national origin, age, handicap, marital status, place of residence, diagnosis or ability/source of payment.
- Communicate in a language understood by patient and/or family or through a medium with other individuals or staff for the purpose of acquiring treatment.
- Receive information regarding advance directives, including a description of a patient’s rights under Arizona law.
- Voice grievances and recommend changes in service delivery or agency policy without interference, discrimination or reprisal by contacting the Madrona Hospice Administrator at (480) 566-5997.
- You may, without any notice to Madrona Hospice, call the State of Arizona Department of Health Services Complaint Hotline, Monday through Friday, 8:00 am to 5:00 pm at (602) 364-3030 to voice grievances in service delivery or agency policy adopted by Madrona Hospice without fear of discrimination, reprisal, loss of services or
- You may, without any notice to Madrona Hospice, contact The Joint Commission Office of Quality Monitoring, Monday through Friday, 8:30 am to 5:00 pm CST at (800) 994-6610 to voice concerns or complaints about the safety and quality of care provided by Madrona Hospice without fear of discrimination, reprisal, loss of services or benefits.
- Receive an investigation by Madrona Hospice for any complaints made by the patient or the patient’s family or guardian regarding treatment or care and Madrona Hospice will document the existence of the complaint and the resolution of the complaint.
- Confidentiality of records of care and treatment, which may not be released without the patient’s or authorized representative’s written permission.
- Receive written information describing available services and charges not covered by Medicare, Medicaid or private insurance.
- Receive written information describing the scope of services provided by Madrona Hospice, including limitations to those services.
- Receive information addressing any beneficial relationship between Madrona Hospice and the referring entity.
- Continue receiving services from Madrona Hospice unless:
- The patient no longer meets hospice admission
- The discontinuation of services is requested by the patient and/or
- The patient and/or family initiates care not authorized by the plan of care, e., calling 911 instead of Madrona Hospice when an emergency arises.
- The patient transfers out of Madrona Hospice’s service
- The patient transfers to a Medicare skilled bed in a nursing
- The patient/family refuses to comply with the agreed upon plan of
- Be assured personal privacy, including your right not to be photographed without written
Patient and Family Responsibilities:
- Select a personal physician who will provide medical direction for the patient and is willing to participate in the hospice program’s plan of
- Provide an accurate health history and promptly report changes in the patient’s physical condition to
- Give full and accurate information regarding family finances when requesting a fee adjustment or financial assistance.
- Provide a primary caregiver, who assumes day-to-day responsibility for the care of the
- Cooperate with the hospice, giving them due consideration and avoiding discrimination against them based on race, religion, color, sex, age or ethnic origin.
- If the patient has been adjudged incompetent under state law by a court of proper jurisdiction, the rights of the patient are exercised by the person appointed pursuant to state law to act on the patient’s behalf.
- If the state court has not adjudged a patient incompetent, any legal representative designated by the patient in accordance with state law may exercise the patient’s rights to the extent allowed by state
- Call Madrona Hospice promptly:
- Before the patient transfers from home to an inpatient
- Whenever the patient is not available for a scheduled hospice
- When the patient experiences problems with pain or symptom
- When the patient/family needs additional support services (emotional, spiritual or social needs).
- When the patient’s death seems imminent or has
Madrona Hospice Will:
- Protect and promote the patient’s right to exercise their
- Ensure that all alleged violations involving mistreatment, neglect, or verbal, mental, sexual and physical abuse, including injuries of unknown source, and misappropriation of patient property by anyone furnishing services on behalf of Madrona Hospice are reported immediately by hospice employees and contracted staff to the Administrator of Madrona Hospice.
- Immediately investigate all alleged violations involving anyone furnishing services on behalf of Madrona Hospice and immediately take action to prevent further potential violations while the alleged violation is being verified.
- Take appropriate corrective action in accordance with state law if the alleged violation is verified by the Madrona Hospice administration or an outside body having jurisdiction, such as the Arizona Department of Health Services, certification agency or local law enforcement
- Ensure that verified violations are reported to state and local bodies having jurisdiction (including to the Arizona Department of Health Services State Survey and certification agency) within 5 working days of becoming aware of the
Patient services are provided without regard to race, color, creed, age, gender, sexual orientation, handicap (physical or mental), and ability to pay or place of national origin.