Our Lady of the Lake Regional Medical Center represents a wide variety of patient care settings. This includes, but is not limited to physician outpatient clinics, adult day care and other outpatient ancillary services. Our Lady of the Lake Regional Medical Center supports the rights of all its patients and requests that all patients adhere to the patient responsibilities to ensure delivery of the highest quality healthcare possible.
OLOL Children's Hospital, along with the United Nations Convention on Rights of the Child, believe all children - regardless of creed or developmental level-have the right to be treated with dignity and respect, to achieve your full potential and to make informed decisions based on your level of understanding.
1. You are a special person. We accept you may have cultural, religious, emotional or other special needs. Please let us know what you need so we can help you.
2. We understand you are a member of a family. You have the right to have your family with you to help take care of you whenever possible.
3. You will meet many people during your stay. We will tell you our names and our jobs. We will call you by your name or nickname, if you want.
4. You have the right to confidentiality. That means what you tell us about yourself and what we learn about you will not be told to others unless it is important in your care.
5. It is important you know what is done to you in the hospital is not meant to hurt or punish you. Sometimes we will need to see or touch your body to help you get better, but we will always tell you first. The people in the hospital want you to get better and be able to go home.
6. Tell us if something hurts. We will try our best to make the hurting stop.
7. We will allow you privacy for yourself and your things from home. You can have your special things with you (a radio, blanket or toy) if that will make you feel better.
8. We want to help you with your feelings. It's OK to feel angry, sad, scared or lonely in the hospital. You can tell us your feelings, and we will always listen.
9. We want you to feel safe.
10. We are committed to helping you understand why you are in the hospital and what needs to be done to get you better. If you have questions or fears about anything that is going to happen to you, we will listen. Please ask us questions, and we will try to answer them in ways you can understand.
11. We will help you find time to play, along with time to learn, rest and sleep.
12. You are important to us. We are here to help make you better. Please let us know what more we can do to help.
13. You have the right to voice a complaint or grievance about care received and to have the complaint or grievance reviewed, addressed and when possible, resolved. If any patient or family member has concerns about these rights, he/she may contact the Guest Feedback Line at (225) 765-8450 to file a formal complaint or grievance.
As a patient, you are entitled to certain rights regarding your care and treatment. OLOL medical professionals provide care, treatment and services with compassion and respect that fosters dignity, autonomy, positive self-regard, civil rights and your involvement in care. With your approval, family members may become involved in care, treatment and service decisions.
As a patient, you or your legal guardians can expect:
1. To be informed of your rights and responsibilities before receiving care or discontinuing care.
2. To have your individuality, cultural, psychosocial, spiritual, personal dignity, values, beliefs, privacy and preferences respected.
3. Equal care, treatment and access at all times-regardless of race, age, religion, national origin, sex, sexual preferences, physical impairment, diagnosis, ability to pay or source of payment.
4. Pastoral and other spiritual services.
5. To have your own physician, family members or chosen representative promptly notified of hospital admission.
6. To make informed decisions regarding care and participate in the development and implementation of care plan, treatment and services.
7. To receive information about your own health status in a timely matter.
8. To collaborate with hospital professionals to resolve dilemmas about care, treatment and services.
9. To remain informed about the outcomes of care, treatment and services including those that are unlikely or unanticipated, but possible.
10. To sign an informed consent documenting a mutual understanding between the patient and physician about the care, treatment and services the patient receives.
11. To refuse care, treatment, services and recording or filming, in accordance with law and regulations.
12. To appropriate assessment and management of pain.
13. To give permission for a legal representative to become involved in care, treatment, and service decisions, to the extent allowed by law.
14. To be informed of the names and functions of all physicians and other healthcare professionals providing direct care.
15. To receive effective communication that is age appropriate and addresses special needs such as vision, speech, hearing, language and cognitive impairments.
16. To prepare advance directives and to have hospital staff and practitioners follow those directives. Adults are given written information about the right to accept or refuse medical or surgical treatment, forgo or withdraw life-sustaining treatment or withhold resuscitative services and name a decision maker if the patient can no longer understand proposed treatments or communicate.
17. To be informed about any continuing healthcare requirements after discharge and to receive assistance in arranging for required follow-up care after discharge.
18. To be free from any restraints that are medically unnecessary or are used as a means of coercion, discipline, convenience or retaliation by staff.
19. To be free from all forms of abuse and harassment. Any allegations or suspected cases of abuse, neglect or exploitation that occur in the hospital will be investigated.
20. To access information from your own clinical record and to require security, personal privacy and confidentiality of information.
21. To access, request amendment to, and receive an accounting of disclosures regarding your own health information as permitted under applicable law.
22. To examine and receive an explanation of the hospital bill regardless of source of payment.
23. To receive care in a safe setting that contributes to positive image and to access protective services such as guardianship and advocacy services. Call OLOL Social Services at 765-8892 for a list of patient advocacy services.
24. To accept or reject the participation in training programs or clinical research, including investigations of new drugs and medical devices, regardless of payment source.
25. To be informed if the hospital has authorized other healthcare institutions to participate in your treatment and consent as to whether to accept that treatment.
26. To be provided - except in emergencies - with a full explanation of the reason for transfer to another facility, provisions for continuing care and acceptance by the receiving institution.
27. To voice a complaint or grievance about the care received and to have the complaint or grievance reviewed, addressed and when possible resolved.
You have responsibilities to help OLOL's treatment team understand and address your needs and to follow - to the best of your ability - your treatment. You are an invaluable member of your healthcare team. By communicating your condition to healthcare professionals and participating fully in all therapies, you increase the chances of receiving the best outcome. As a patient, you have the following responsibilities:
Following Rules and Regulations
Showing Respect and Consideration
Meeting Financial Commitments
If any patient or family member has concerns about these rights, he/she may contact Guest Services at (225) 765-4321 to file a formal complaint or grievance. If you do not get resolution, you may also file a complaint or grievance with the Hospital Complaint Desk Department of Health and Hospitals Health Standards Section at P.O. Box 3767 Baton Rouge, LA 70821 or call (225) 342-6429, regardless of whether a complaint or grievance is filed with Our Lady of the Lake.
Medicare beneficiaries may call (800) 433-4958. You are encouraged to report any concerns or register complaints by either calling Joint Commission's Office of Quality Monitoring at (800) 994-6610 or emailing firstname.lastname@example.org.