Patient Rights & Responsibilities
At Kootenai Health our primary commitment is to provide professional care at the highest standard in collaboration with the families we serve. Our patients may exercise these rights without regard to race, sex, culture, economic, educational or religious backgrounds, gender identity, sexual orientation, disability or their source of payment for their care. Kootenai Health respects the right of patients to formulate Advance Directives and follows the wishes of patients, when these are known, in accordance with Federal and State law. When requested, Kootenai Health will provide Advance Directive information to all adult patients.
Patient Rights
As a patient, you are entitled to:
- The right to receive important messages from Medicare if you are a Medicare patient.
- Receive information in a manner in which you understand and best fits your personal learning needs.
- Receive sufficient information to give consent prior to treatment except in life threatening situations.
- Be informed concerning your diagnosis, treatment, and prognosis as well as the names of those responsible for your care. (The primary physician responsible for coordination of your care and relationships of other professionals involved in your care.)
- Participate in decisions about your care, treatment and services provided to you.
- Refuse treatment to the extent permitted by law and/or obtain a second opinion regarding your treatment.
- Examine and receive explanations of your bill regardless of the source of payment.
- Be assured your physician and your family (a family member or other representative) will be promptly notified when you are admitted.
- Express a complaint or concern to the appropriate personnel without fear of jeopardizing continuing services and expect appropriate action within a reasonable period of time. You have the right to know with whom you can file a complaint.
- Receive considerate and respectful care, being assured of personal privacy and confidentiality concerning your medical care.
- Care provided with staff following current standards of practice for patient environmental safety, infection control, and security.
- Receive care in a safe setting without any abuse or harassment.
- Be assured of confidentiality of your medical record as well as your ability to access information contained in your medical record.
- Assured privacy except for medical and safety reasons.
- Appropriate pain management through cooperative planning involving you, your physician, and your nursing staff.
- Enjoy full and equal visitation privileges consistent with your preferences.
- Be informed of your visitation rights, including any clinical restrictions or limitation to those rights.
- Receive visitors that you designate, and have the right to withdraw or deny visitation consent at any time.
Patient’s Responsibilities
As a patient, you are entitled to:
- Provide accurate and complete information concerning your complaints, past medical history, or other matters related to your health.
- Ask questions and seek any information you need to understand your illness and/or treatment.
- Obtain and carefully consider all information you may need to be able to give informed consent for a procedure or treatment.
- Understand and weigh the potential consequences of your refusal.
- Follow your physician’s instructions or recommendations as well as following Kootenai Health policies and procedures.
- Promptly fulfill your financial obligations.
- Request assistance as needed with appropriate financial awareness.
- Assist third party payers in compiling a complete medical record by authorizing release of necessary medical information to them.
- Express opinions, concerns or complaints in a constructive manner so Kootenai Health can improve services.
- Be considerate of the rights of other patients and facility personnel.
Parent’s Rights & Responsibilities
As a parent, you are entitled to:
- Receive considerate and respectful care for your child.
- Receive information in a manner in which you understand and best fits your personal learning needs.
- Be informed of your child’s diagnosis, treatment and prognosis, and the names of those responsible for your child’s care.
- Receive sufficient information to give consent prior to treatment, except in life threatening emergencies.
- Refuse treatment to the extent permitted by law and be informed of the medical consequences.
- Be assured of privacy concerning your child’s medical care.
- Expect that a transfer to another facility is carefully evaluated based on the hospital’s capacity to serve your child’s needs and on the urgency of the situation.
- Examine and receive an explanation of your bill regardless of the source of payment.
- Express a complaint or concern to appropriate personnel without fear of jeopardizing continuing services and expect appropriate action within a reasonable period of time.
- Be informed of your visitation rights, including any clinical restrictions or limitation to those rights.
- Receive visitors that you designate, and have the right to withdraw or deny visitation consent at any time.
- Not be restricted, limited, or otherwise denied visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.
- Enjoy full and equal visitation privileges consistent with your preferences.
How do I Communicate a Complaint or Grievance?
Kootenai Health Patient Advocacy
- Phone: (208) 625-4298
- Mail: Kootenai Health, Attn: Patient Advocacy, 2003 Kootenai Health Way, Coeur d’Alene, ID 83814
DNV Healthcare USA Inc.
- Online complaint form: https://www.dnvhealthcareportal.com/patient-complaint-report
- Complaints e-mail: hospitalcomplaint@dnv.com
- Complaints voicemail: (866) 496-9647
- Complaints fax: (281) 870-4818
- Mail: DNV Healthcare USA Inc., ATTN: Healthcare Complaints, 1400 Ravello Dr., Katy, TX 77449
Idaho Bureau of Facility Standards
- Phone: (208) 334-6626
- Mail: Idaho Bureau of Facility Standards, P.O. Box 83720, Boise, ID 83720
