A Patient has the right to:
- Prompt notice to their physician, and family member(s) if requested, of admission to the hospital.
- Communication in a way they understand.
- Considerate and respectful treatment, free of abuse, harassment and discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.
- Personal Preferences regarding culture, personal values, beliefs, religion and other spiritual services.
- Emotional support from a family member or friend unless infringes on other patients' rights or is contraindicated.
- Personal privacy and confidentiality of their medical record and communication.
- Access their health record and request for amendments.
- Care in a safe setting, free of restraint or seclusion other than to ensure immediate physical safety.
- The identity and professional status of individuals providing service to them.
- Be in contact with individuals outside the hospital.
- Knowledge of diagnosis, prognosis and informed input in their treatment and discharge plan.
- Refuse treatment to the extent permitted by law.
- Advance Directives and to have physicians and staff comply with those directives.
- Pain information and treatment measures.
- Billing information and staff to explain charges.
- Hospital rules related to patient conduct.
- Complaint and Appeal process to fairly and quickly resolve differences with the healthcare facility.
As a patient at this hospital, you can expect
- Information about pain and pain relief measures;
- a concerned staff committed to pain prevention and management;
- health professionals who respond quickly to reports of pain;
- health professionals who believe your reports of pain; and
- state-of-the-art pain management
Patient Complaint Process
At Eaton Rapids Medical Center, our entire staff is committed to providing quality patient care while making your stay as comfortable as possible. If you have any complaints or concerns regarding your treatment, billing, or staff caring for you, etc. it is important you let us know. For immediate attention to your concern or complaint, please contact the Nursing Supervisor on duty.
If we are unable to resolve your complaint or concern promptly, or to your satisfaction, you have the right to file a formal complaint. Please contact the Director of Quality at ext. 419 within the hospital, or (517) 663-9419 from outside the hospital. If staff is not available to take your call personally, please leave a message with your name, telephone number, address and the nature of your concern.
While we request the opportunity to address your concerns directly, you may choose to file a complaint with an outside agency. Outlined below are the names of the agencies and instructions on how to file a concern or complaint.
Michigan Department of Community Health
Toll-free Hotline (800) 882-6006
Complete Health Facility Complaint form BHS-OPS-361 available from the Registration Department staff, or a letter with necessary information and send to:
Bureau of Health Systems (BHS),
Division of Operations
Complaint Investigation Unit
611 W. Ottawa Street
P.O. Box 30664
Lansing, Michigan 48909
Online at http://www.michigan.gov/bhs
The Joint Commission on Accreditation of Healthcare Organizations (TJC)
For safety and quality of care concerns
Toll-free (800) 994-6610
Mail by sending a letter with name, contact information, and complaint to:
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Fax: Office of Quality Monitoring (630) 792-5636