Longmont United Hospital's Patient Rights and Responsibilities
At Centura Health, we believe that you are in control of your health and
the decisions about your health. We are passionately committed to supporting
your decisions. At each of our facilities, we have established a Patient
Bill of Rights and Responsibilities. Knowing your rights and understanding
your responsibilities as a patient will help you make better decisions
about your healthcare.
If you feel your rights are not being protected, we want you to know that
all Centura Health facilities maintain formal concern, complaint and grievance
procedures. This procedure is delineated within the following Patient
Bill of Rights.
This Bill of Rights and Responsibilities also describes your responsibilities
as a patient. Patients who choose to disregard their rights and responsibilities
agree to accept the consequences which could jeopardize our goal of providing
you a superior patient experience and could impact your quality of care.
Patient Bill of Rights:
Centura Health facilities support the rights of all patients across the
lifespan - including geriatric, adult, adolescent, pediatric, infant and
neonatal populations. These rights may be exercised through the patient
individually or through their authorized surrogate decision maker (legal
You have the right to. . .
Be informed of your rights in advance of receiving or discontinuing care
- You, your family and/or authorized surrogate decision-maker (legal representative)
will receive a written copy of the Patient Rights and Responsibilities
upon registration or in advance of receiving care when possible.
- If you, your family and/or authorized surrogate decision-maker do not understand
the written word, you will receive your rights verbally in a manner you
- Patient Rights are visibly posted in points of entry at each facility.
- No one will be denied access to treatment or visitation because of disability,
national origin, culture, age, color, race, religion, gender identity,
or sexual orientation. No one will be denied examination or treatment
for an emergency medical condition because of their source of payment.
Care is provided in response to your requests and needs, so long as that
care is medically appropriate and is within the facility’s capacity,
its stated mission and philosophy, and relevant laws and regulations.
- For individuals who come to a hospital Emergency Department, the hospital
may request payment information and an insurance card, so long as doing
so does not delay the patient’s medical screening examination.
- Receive, care, treatment and visitation regardless of disability, national
origin, culture, age, color, race, religion, sex, gender identity, sexual
orientation. No one is denied examination or treatment of an emergency
medical condition because of their source of payment.
Give informed consent for all treatments, procedures, and/or production
of recordings, films or other images when used for other than identification,
diagnosis or treatment.
Informed consent will be explained in words you can understand to include:
- Recommended treatment or procedure;
- Risks and benefits of the treatment or procedure;
- Likelihood of success, serious side effects, and risks including death;
- Alternatives and consequences if treatment is declined;
- Whether physicians or qualified medical providers other than the responsible
practitioner will be performing important parts of the surgery or administering
Be informed of your health status/prognosis, including unanticipated outcomes
of care and your treatment and services related to serious preventable
- Your physician(s) and healthcare team shall disclose to you information
regarding your health status/prognosis to the best of their knowledge.
- Your physician(s) and healthcare team will communicate unanticipated outcomes
of care and the treatment and services related to serious preventable
Participate in all areas of your care plan, treatment, care decisions,
and discharge plan.
You, and/or your authorized surrogate decision-maker (legal representative)
have the right to be involved in decisions but not limited to:
- your own care and course of treatment;
- withholding resuscitative services;
- withdrawing life-sustaining treatment; and
- care at the end of life.
- You, and/or your authorized surrogate decision-maker have the right to
include or exclude any or all family members in participating in your
- You, your family and/or authorized surrogate decision-maker have the right
to be informed of any continuing healthcare requirement following discharge
from the facility.
- You, your family and/or authorized surrogate decision-maker have the right
to be involved in resolving dilemmas about care decisions, including the
right to an ethics consultation.
Receive appropriate assessment and prompt management of your pain.
- You will be assessed for pain using tools that measure your pain intensity
or pain descriptors.
- Reassessment of pain will occur after each pain intervention.
Be treated with respect and dignity.
- You will receive considerate, compassionate, and respectful care which
recognizes your dignity, psychosocial needs, personal values and beliefs,
and spiritual and cultural practices.
- You will be allowed and encouraged to express and observe your cultural
practices and spiritual beliefs, as long as they do not harm or interfere
with the well-being of others or your treatment and well-being.
Concern for optimal comfort and dignity shall guide all aspects of care
during the final stages of life. The framework for addressing issues related
to care at the end of life includes:
- providing appropriate treatment for any primary and secondary symptoms;
according to your wishes;
- managing pain aggressively and effectively;
- sensitively addressing issues such as autopsy and organ donation;
- respecting your values, religion, and philosophy;
- involving you, your family and your authorized surrogate decision-maker
(legal representative) in every aspect of care; and
- responding with empathy to the psychological, social, emotional, spiritual,
and cultural concerns of you and your loved ones.
Experience personal privacy, comfort and security to the extent possible
during your stay.
- Privacy and dignity will be protected during personal hygiene activity
(e.g., toileting, bathing, and dressing).
- Anyone not involved in your care will not be allowed to examine or treat
you without your consent.
Reasonable visual and auditory privacy will be offered when you are interviewed,
examined, and/or treated.
- In some circumstances, privacy cannot be fully guaranteed (e.g., open units,
such as: the emergency departments, radiology, post anesthesia care, intensive
care). These open units facilitate direct visualization of patients who
are subject to rapid changes in condition. In these units during physical
examination, your privacy will be maintained as practicable and in keeping
with your medical needs.
- Should the actions of another patient or a visitor be unreasonably disturbing,
you will be transferred to another room equally suitable when one is available.
- Upon your request, your valuables will be secured in a locked area.
Be free from restraints or seclusion imposed as a means of coercion, discipline,
convenience or retaliation by staff.
- Restraint or Seclusion will only initiated based on patient condition or
need; it will never initiated based on request from your authorized surrogate
decision maker, a spouse, domestic partner (including a same-sex domestic
partner), another family member, or friend.
- Restraint or Seclusion will be initiated only after alternatives have been
determined to be ineffective, unless need for restraint and/or seclusion
- Restraint or Seclusion is also prohibited as a substitute for staffing,
monitoring, assessment or investigation of the reasons behind patient
behavior (whether medical and/or psychological).
- Restraint or Seclusion will be discontinued at earliest time possible.
- You will not have the right to refuse restraint if your behavior, condition,
or symptom prevents or hinders provision of care, treatment or services
or has the potential to or has resulted in patient harm.
Expect confidentiality of all communication and medical records related
to your care.
- You will receive a copy of our Notice of Privacy Practices to inform you
how your personal medical information can be used and disclosed and your
rights related to your medical information.
All communications (e.g., discussions about your condition, treatment,
care, etc.) and records pertaining to your care, including source(s) of
payment for treatment, will be treated as confidential and securely maintained.
- Licensed Independent practitioners involved in your care will have access
to your record and may request those records.
- Discussion or consultation involving your case will not occur with Individuals
who are not directly involved in your care, without your permission.
- Medical records will be accessed and read only by individuals directly
involved in your treatment/care or in the monitoring of its quality or
by individuals authorized by law or regulation.
Your medical records will be maintained in a secure environment, and clinical
information will be
reasonably protected so that no unauthorized individuals might see it.
- Although your identity is not shared, some aspects of your care may be
shared for staff or medical educational purposes.
Have access to telephone calls, mail, and other communication devices.
- Any restrictions to access will be discussed with you, and you will be
involved in the decision when possible or appropriate.
- Cell phones may not be safe to use when near certain critical care equipment
so use may be limited under those circumstances.
- Use of cameras and camera phones will not be permitted without your permission
and permission of the facility staff. This applies to patients, visitors
and healthcare workers.
- Visitors should place cell phone or other electronic devices in a silent
mode to ensure that patients are not disturbed and to avoid confusion
with medical equipment alarms.
Choose a “visitor” who may visit you including, but not limited
to, a spouse, a domestic partner (including a same-sex domestic partner),
another family member, or a friend, and you have the right to withdraw
or deny such choice at any time. You also have the right to select an
identified “support person” who can make visitation decisions
should you become incapacitated.
Generally you will have the right to expect unrestricted access to visitation
- Any restrictions or limitations on visitation will be fully explained to
you and, when appropriate, to your support in a language that you understand.
All visitors chosen by you shall enjoy “full and equal” visitation
privileges, consistent with your wishes, within reason.
- In order to promote rest, comfort, healing, privacy, safety, and a quiet,
safe, secure and orderly environment for yourself and others, there are
circumstances and departments where the number of visitors may be limited.
- If a “support person” has been identified by you to make decisions
regarding visitors, this “support person”, unless also designated
as an authorized surrogate decision maker, will not be your legal representative
and will only serve to make decisions regarding visitors if you are incapacitated.
A “support person” designation does not supersede that of
an authorized surrogate decision maker.
If you are incapacitated and there is a clear dispute between two or more
people over whether a particular person should be allowed to visit you,
proof of prior existing relationship will be required.
- The following forms of proof are suggested: an Advance Directive naming
the individual support person,
- approved visitor or authorized surrogate decision maker; shared residence;
shared ownership of a property or business; financial interdependence;
marital/relationship status; existence of a legal relationship recognized
in any jurisdiction; and acknowledgment of a committed relationship (i.e.
an affidavit). This list of proof and documentation is not intended to
be exhaustive of all potential sources of information regarding proof
of a relationship to allow patient visitation or support person preferences.
- If you request “confidential/silent patient status” this option
will be explained to you and maintained throughout your stay.
If hospitalized, designate at least one post-discharge caregiver who will
assist you with basic tasks following your discharge and, along with you
or your authorized surrogate decision maker, provide consultation on your
- Designating a post-discharge caregiver does not mean the person you have
designated is obligated to care for you.
- This designation should occur no later than 24 hours after admission and
prior to discharge from the hospital or non-emergent transfer to another facility.
- If you become incapacitated, this designation may be performed by your
authorized surrogate decision-maker; the decision may also be made as
soon as practicable after your own recovery of consciousness and capacity.
Your designated post discharge caregiver will be notified of your discharge
as soon as practicable.
- If the healthcare facility is unable to contact the caregiver you have
designated, your discharge will not be delayed or interfered with.
- Your designated post discharge caregiver will be provided with instruction
on aftercare tasks.
Be communicated with in a manner you can understand which takes into account
your age, language, understanding and ability including, but not limited
to, access to interpreter services and communication aides, at no cost.
Such communication will include communication with your companion as defined below.
The facility will take reasonable, usual and customary steps to assist
in effective communications for those with Limited English Proficiency
(LEP) and/or those who speak a language other than English.
- All interpreters or translation aids and services will be provided without
cost to the person being served and/or his or her companions.
- Interpreters will be provided, when necessary, for LEP speaking individuals.
- Assistive devices will be made available for any other identified communication
barrier (such as: hearing impaired, visually impaired, speech impaired
or manually impaired).
A Companion is a person who assists you with a communication impairment
(blind, deaf, hard of hearing, etc.), and is one of the following:
- a person whom you indicate should communicate with facility providers or
staff about you, participate in any
treatment decision, play a role in communicating your needs, condition,
history or symptoms to personnel or help you act on the information, advice,
or instructions provided by facility staff or providers; or
- your authorized surrogate decision maker (legal representative) ; or
- such other person with whom facility staff or providers would ordinarily
and regularly communicate your medical condition.
Have access to pastoral/spiritual care.
- You, your family, and/or authorized surrogate decision-maker may request
pastoral/spiritual care from clergy or spiritual leaders of your choice
and/or from the facility’s chaplains.
- Access to chaplains may be arranged through the Spiritual Care Department
at each facility or through the facility operator.
Receive care in a safe setting.
- Staff will follow current standards of practice for your environmental
safety, infection control and security.
- The healthcare team will consider your emotional health when assessing
the safety your setting.
- The facility will comply with all applicable regulatory Life Safety standards.
- Protective privacy shall be provided for you should you and/or your physician
determine it is necessary for your personal safety.
Be free from all forms of abuse, neglect, mistreatment or exploitation.
- This right applies to all patients and visitors.
- Staff will not willfully inflict injury, unreasonable confinement, intimidation
or punishment upon you.
Staff will not willfully cause physical harm, pain, or mental anguish in
the form of
- staff neglect, (Failure to provide adequate food, clothing, shelter, psychological
care, physical care, medical care, or supervision for the patient in a
timely manner and with the degree of care that a reasonable person in
the same situation would exercise);
- indifference to infliction of injury; or
- intimidation of you by another.
Have access to protective services (e.g., guardianship, advocacy services,
conservatorship and child/adult protective services).
You have the right to assistance from a designated healthcare team member
or appropriate independent individual when accessing protective services.
You, (and when appropriate, your family, and/or authorized surrogate decision-maker
will be provided the following information in writing, as requested:
- A list of names, addresses, and telephone numbers of pertinent local, regional
and state client advocacy groups maintained by the facility;
- Contact information for the State survey and certification agency, the
state licensure office, the state ombudsman program, the protections and
advocacy network, and the Medicaid fraud control unit; and
- Information regarding your right to file a complaint with the state survey
and certification agency if you have a concern about alleged abuse, neglect,
or about misappropriation of property in our facility.
Request medically necessary and appropriate care and treatment.
You have the right to:
- consult a specialist (at your expense and if available);
- change physician(s) and/or any member of the healthcare team, if the facility
is able to accommodate your request; and
- transfer to another hospital or care facility. If at a hospital and if
the hospital has the capacity to take care of you, this will be at your
expense and only if the other hospital accepts you.
- You or your authorized surrogate decision-maker’s right to make decisions
about care is not equivalent to a right to demand treatment or services
that are deemed medically inappropriate or unnecessary.
Refuse any drug, test, procedure, or treatment and be informed of the medical
consequences of such a decision.
- Your refusal of any drug, test, procedure, or treatment will not compromise
your access to care.
- Should you refuse care; consequences of such refusal will be explained
- Should you refuse treatment or are non-compliant with instructions, you
must accept the consequences of your decision(s).
Consent or refuse to participate in teaching programs, research, experimental
programs, and/or clinical trials.
Receive information about Advance Directives. Set up or provide Advance
Directives and have them followed. Designate an authorized surrogate decision-maker
(legal representative) as permitted by law and as needed.
- Not having an Advance Directive will not compromise your access to care.
- If you have an Advance Directive, you should notify facility staff immediately
when you enter the facility and provide staff with a copy which can be
placed in your medical record. Once facility staff is notified, they will
inform appropriate staff and providers of the directive(s) so that the
directive(s) may be honored, so long as the directive(s) comply with the
law and are consistent with the organization’s mission, philosophy,
- Designated staff shall provide assistance if you do not have an Advance
Directive but wish to formulate one.
Participate in decision-making regarding ethical issues, personal values
When issues arise, staff will inform you, your family and/or authorized
surrogate decision-maker of your right to access the facility’s
Ethics Committee and/or other appropriate resources for resolving ethical issues.
- The facility will facilitate the process for resolution of ethical issues
according to policy and procedure.
If hospitalized, have a family member or representative of your choice
and your physician promptly notified of your admission to the hospital
upon your request.
- Staff will make this notification as soon as is practical.
Know the names, professional status and experience of your caregivers.
- Staff and volunteers will wear a name badge while on duty.
- Upon your request, you will be given information regarding a provider or
staff member’s experience.
Upon your request, you and/or your authorized surrogate decision-maker
(legal representative) will be given the following information:
- The name of the provider who has primary responsibility for your care;
- The identity and professional status of individuals responsible for authorizing
and performing your procedures and/or treatment;
- Any professional relationship to another healthcare provider, vendor or
institution that might suggest a conflict of interest;
- Any professional relationship to educational institutions for providers
and staff involved in your care; or
- Any business relationships between providers and staff involved in your
care or between the hospital and any other healthcare service, or educational
institutions involved in your care.
Have access to your medical records within a reasonable time frame.
- You may inspect your medical records upon reasonable notice (in accordance
with Colorado Law) and have a clinician explain any parts that you do
- You may have your medical records made available to you or your authorized
surrogate decision-maker, through the Health Information Management Department,
in accordance with regulations of the Colorado Department of Public Health
and Environment. You will be provided copies of your medical records (at
a reasonable expense to you).
- Other individuals who are not healthcare providers may have access to your
medical records upon your written authorization or that of your authorized
Be examined, treated, and if necessary, transferred to another facility
if you present to an Emergency Department or hospital campus with an emergency
medical condition or are in labor, regardless of your ability to pay.
- Hospital staff and providers will comply with the hospital Emergency Medical
Treatment and Active Labor Act (EMTALA) Policy and Procedure, which is
based on federal regulation.
Request and receive, prior to the initiation of non-emergent care or treatment,
the charges (or estimate of charges) for routine, usual, and customary
services and any co-payment, deductible, or non-covered charges, as well
as the facility’s general billing procedures, including receipt
and explanation of an itemized bill. This right will be honored regardless
of the source(s) of payment.
- Based upon insurance information provided by you, your family or authorized
surrogate decision-maker (legal representative), the facility shall provide
assistance estimating co-payment, co-insurance, deductible or other charges
that must be paid.
- You have the right to question or appeal decisions made by payers (i.e.,
insurance, Medicare, Medicaid, HMOs, etc.) regarding limitations of the
amount paid and/or types of treatment covered. The concerns/issues may
be referred to the facility’s billing department, and if needed,
staff members there will make the appropriate referrals. Call the facility’s
operator or main number and ask for the billing department.
Be informed of the complaint and grievance procedure and whom to contact
in order to file a concern, complaint or grievance. Note: If you have
financial issues or questions, please contact Longmont United Hospital's
Business Office at 303-485-4488.
- Our priority is for you to have a positive patient experience. If you have
concerns, please notify your immediate care giver, their department manager
or administrative staff. If hospitalized and if your concerns are not
being resolved by those you have been in contact with, please call the
Patient Care Representative/Advocate or access the hospital operator by
- If your care was received in a hospital, urgent care, emergency department,
hospice or home care, you may also contact The Health Facilities Division
of the Colorado Department of Public Health and Environment or the Kansas
Department of Health and Environment and the Office of Civil Rights directly
regardless of whether you first used the facility’s complaint and
The Colorado Department of Public Health and Environment 4300 Cherry Creek
Denver, CO 80222-1530
Telephone: (303) 692-2827
The Kansas Department of Health and Environment 1000 SW Jackson
Topeka, Kansas 66612
Telephone: (785) 296-1500
The Office for Civil Rights
Department of Health and Human Services
999 18th Street, South Terrace, Suite 417 Denver, Colorado 80202
If you received care in a hospital, emergency department, home care or
hospice and if after speaking with one of their representatives your complaint
remains unresolved, you may contact The Joint Commission:
The Joint Commission
Division of Accreditation Office of Quality and Patient Safety
One Renaissance Boulevard Oakbrook Terrace, IL 60181
Telephone: 1-800-994-6610 E-Mail:
Fax: (630) 792-5636
You also have the right to file a complaint with the appropriate oversight
boards including the Colorado Medical Board, the Colorado Dental and Podiatry
Boards and the Colorado Department of Regulatory Agencies. For Kansas
facilities, this includes the Kansas State Board of Healing Arts, the
Kansas Board of Nursing and the Kansas office of Health Occupations Credentialing.
Contact information will be provided by a facility representative upon request.
Neonatal, Infant, Pediatric and Adolescent Rights
- Neonates, child and adolescent patients possess the same rights and responsibilities
as adult patients. It is, however, the responsibility of the parent/guardian
to exercise these rights and responsibilities on their behalf.
- It is the responsibility of all Centura Health facilities to involve the
appropriate parents, family members, or guardians throughout the patient’s
treatment and communicate to them issues regarding the care of the patient
including, but not limited to: perceptions of the patient’s needs;
information concerning the patient’s condition, treatment and progress;
involvement of other persons in the patient’s treatment, as appropriate;
and discharge planning.
- Neonatal, pediatric and adolescent patients that are admitted to a hospital
or an inpatient hospice will be provided a physical and social environment
that is conducive to their care and. Age appropriate normalizing activities
and resources, such as play and recreation, will be provided for and encouraged.
Neonatal, pediatric and adolescent patients that are admitted to a hospital
or an inpatient hospice will be provided a physical and social environment
that allows for normalizing experiences in self care (when appropriate)
and in fulfillment of age appropriate responsibilities. The facility will
coordinate these experiences through community resources such as tutors.
- Additional therapy may be provided through the hospital’s Physical
and/or Occupational Therapy departments, as appropriate.
- To receive hospital or inpatient hospice care in an environment provided
with appropriate security and safety measures.
You have the responsibility to...
Ask questions and promptly voice concerns to facility staff and providers.
- You, your family and/or authorized surrogate decision-maker should ask
questions when you do not understand what has been told to you about your
care or what is expected of you.
Give full and accurate information as it relates to your health, including
prescription and non-prescription medication.
- You, your family and/or authorized surrogate decision-maker should provide,
to the best of your knowledge, accurate and complete information about
present complaints, past illnesses, hospitalizations, medications, Advance
Directives and other matters relating to your health.
Report changes in your condition or symptoms, including pain, and request
assistance of a member of the healthcare team.
- The facility staff will encourage you and your visitors to ask for help
when they think your condition is getting worse.
- Educate yourself. Learn about medical tests that are being performed and
understand your treatment plan.
Follow your recommended treatment plan.
You, your family and/or authorized surrogate decision-maker should express
their concerns regarding their ability and willingness to follow the proposed
course of treatment. Healthcare providers and staff will make every reasonable
effort to adapt the treatment plan to your specific needs and limitations.
If you refuse treatment or do not follow instructions, you must accept
the consequences of your decision.
- You, your family and/or authorized surrogate decision-maker are responsible
for keeping appointments. If you are unable to keep an appointment, you
should notify the appropriate provider, hospital and/or clinic.
Be considerate of other patients and staff.
- You, your family and/or authorized surrogate decision-maker should be considerate
of the rights of other patients and staff, including assisting in the
control of noise, smoking, observing visitation policies and visiting
hours, following security procedures and/or following other facility policies.
- In providing care, healthcare facilities have the right to expect behavior
on the part of patients, their relatives and friends, which is reasonable
and responsible considering the nature of the patient’s illness
and the needs of other patients and staff.
Secure your valuables.
- The facility is not responsible for any valuables or belongings kept in
- We encourage you to send your valuables and/or belongings home with your family.
Follow facility rules and regulations.
- In order to promote health, Centura facilities are non-smoking and entirely
smoke-free. Patients, providers, staff and visitors will be asked to comply
with the “Non-Smoking” policy. Several Centura facilities
have entire campuses which are smoke free.
- All rules and regulations apply, but are not limited to, visitation hours
Respect property that belongs to the facility or others.
- Keep all areas of the facility free of paper, food, drinks, trash, etc.
- Refrain from the destruction or removal of facility property.
- Take appropriate measures to theft.
Understand and honor financial obligations related to your care, including
understanding your insurance coverage.
- For assistance, contact Longmont United Hospital's Business Office