Bill of Rights

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Hospice Services
Bill of Rights

This Bill of Rights outlines what you can expect from your RiverStone Health Hospice Services providers. It also explains your responsibilities as you participate in your plan of care.

Patient Rights

As a RiverStone Health Hospice Services patient you have the right:

To be treated with respect for your property and person, with courtesy and privacy, and to be free from mental or physical abuse, neglect or exploitation of any kind. To receive services regardless of race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle and to have your property treated with respect.• To be treated with respect for your property and person, with courtesy and privacy, and to be free from mental or physical abuse, neglect or exploitation of any kind. To receive services regardless of race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle and to have your property treated with respect.
To be fully informed about and encouraged to participate in planning your care. To be given information necessary to make informed decisions about care and treatment plans. To receive effective pain management and symptom control from hospice for conditions related to terminal diagnosis. To receive information in a way that you and your family can understand. To choose his or her attending physician. To be referred to another provider organization in the event that RiverStone Health is unable to meet your needs or you are dissatisfied with the care you receive.
To refuse treatment and be informed of potential medical risks, consequences and/or benefits.
To be fully informed of the payment source for services and supplies furnished by RiverStone Health Hospice. To be informed of all charges for which you are responsible. To be informed of any change in payment source or coverage as soon as possible, but no later than 30 days from the date that our agency becomes aware of the change.
To be informed regarding any beneficial relationships between RiverStone Health Hospice and referring agencies.
To be informed of the names and professional qualifications of the disciplines that will furnish care, proposed frequency of visits in the care plan, changes in the care plan, and when and why care will be discontinued. To get given instructions for continuing care needs when services are discontinued. To participate in selection of options, levels of care, or referral to other organizations if indicated by your need for continued care.
To voice grievances regarding treatment, care or respect for property that is or fails to be furnished by RiverStone Health without reprisal for doing so. To receive an investigation of complaints and a documented response from RiverStone Health Hospice regarding investigation and resolution of the grievance.
To receive information regarding the agency’s policy on Advance Directives including a description of applicable State Law and how such rights are implemented by the agency. To receive service without regard to whether or not an Advance Directive is in place.
To be assured of confidential treatment of clinical records and private health information. To be permitted to approve or refuse release of information except in the case of your transfer to another health agency or as required by third-party payment contract.
To receive an explanation of Hospice Medicare/Medicaid benefit coverage and regulations as they apply to your plan of care.
To be informed about policies and procedures regarding tracking and disposing of controlled substances, and to be informed about changes in your condition that may affect your comfort or potential side effects of medications and how symptoms or changes in condition may be managed or adaptive measures.
To access the state Hot Line at any time to ask questions or file complaints about RiverStone Hospice.

Patient Responsibilities

As a RiverStone Health Hospice Services patient you are responsible:

To notify RiverStone Health Hospice of changes in your condition or Advance Directive, scheduled visit times, your location, and prior to physician visits, laboratory, changes in medications, ambulance, emergency, outpatient or inpatient treatment. I understand I may be responsible for medical bills related to the terminal illness in lieu of hospice notification.• To notify RiverStone Health Hospice of changes in your condition or Advance Directive, scheduled visit times, your location, and prior to physician visits, laboratory, changes in medications, ambulance, emergency, outpatient or inpatient treatment. I understand I may be responsible for medical bills related to the terminal illness in lieu of hospice notification.
To follow the plan of care and carry out mutually agreed upon responsibilities to the best of your ability.
To accept hospice Medical Director visits at appropriate time points as defined by Medicare regulations, if applicable.
To maintain a safe environment in which care can be provided. To not smoke during staff or volunteer visits.
To ensure any weapons in the home are unloaded and secured in a locked area or removed from the premises.
To notify us immediately of any change in Medicare, Medicaid or insurance coverage. Failure to do so may result in a change in your financial responsibility.
To treat Hospice staff and volunteers with respect and courtesy.
To advise RiverStone Health Hospice of any problems or dissatisfaction with services provided. In the event questions or concerns arise specific to our services, you or those listed on the family list have the right to contact the following individuals, in the order listed, to voice such concerns:

Susan Barton, Senior Director, Home Care and Hospice Services…………………651-6500

John Felton, President & CEO………………………………………………………..…………247-3200

Adam Zelka, MD, Hospice Medical Director…………………..……………………………651-6500

By law, the state maintains a line to receive complaints or questions about hospice agencies. The number in Montana is 1-800-762-4618. This line is answered in person 8 A.M. to 12 P.M. and 1 P.M. to 3:30 P.M. Monday through Friday. You may leave a message after hours and on holidays. You may also contact the Community Health Accreditation Program (CHAP) with any questions, complaints, or concerns at 1-800-656-9656 and leave a message, 24 hours a day, 7 days a week.

RiverStone Health Hospice Hours of Service

Professional staff members are on duty from 8 A.M. to 5 P.M. Monday through Friday and available after hours, weekends and holidays for changing symptoms or emergencies by calling 651-6500. After hours if your call is not returned within 10 minutes, call 861-9052. In Stillwater County, please call 322-5100.

Revised 1/2018