Patient Rights and Responsibilities
We, the Health Care Team of UNC Health Southeastern, respect patient rights and promise to:
- Treat you with respect and dignity.
- Listen to you and your family.
- Introduce ourselves and tell you why we are there and what we are doing, what tests are ordered, your treatment plans, who your doctors are, and we will do this in words you can understand.
- Tell you the facility rules and what is expected of you.
- Notify your family and/or your own physician of your admission if you wish.
- Involve you in your care plan.
- Inform you of your health status and prognosis.
- Respect your need for privacy.
- Keep your medical record private and confidential except when required by law.
- Monitor your pain and assure that your pain is relieved as much as possible in a timely fashion.
- Provide a safe environment for your care and keep you from abuse.
- Keep you free from restraint of any type unless deemed necessary for safety and care.
- Provide emergency procedures without unnecessary delay.
- Make sure the Health Care Team caring for you provides quality medical care and upholds high professional standards.
- Obtain the necessary informed consent by the physician prior to the start of any procedure and/or treatment, except for emergencies.
- Respect your Advance Health Care Directives. Complaints related to Advance Directive requirements may be filed with the state survey and certification agency.
- Respect your rights to refuse treatment, medication, and procedures, including your rights to withdraw from life-sustaining equipment or to withhold extraordinary means within the limits of the law. We will inform you of any risk involved in the refusal. We will explain other treatment options when available.
- Not involve you in an experiment, research, or donor program without asking you first. You and your legal guardian have the right to know about and to refuse to be a part of any research program or organ donor program that might be considered by your doctor. If you decide you want to participate in a program, you or your legal guardian have a right to be fully informed about the program and must give your permission by signing consent to be part of the program. You also have the right to stop being involved in any such program, at any time.
- Support your right to a second medical opinion from a physician of your choice.
- Provide an interpreter/signer for you and your immediate family when needed.
- Arrange for your transfer to another facility if we are not able to provide the care you need. We will explain the reason for the transfer and ask your permission to do so. The receiving facility must agree to accept you, and arrangements must be made for another physician to take over your care. Appropriate transportation arrangements must also be made.
- Try not to hurt you or your feelings with our touch or our words while we are providing your care.
- Make your medical records available to you or whomever you identify unless your doctor says we cannot. If he/she says we cannot let you see it, he/she must write in your medical record why you cannot see it, and he/she must base the reason on your medical condition. However, the person you say can see your medical record can see it even if your doctor says you cannot.
- Not wake you unless there is a medical reason.
- Avoid unneeded or repeated medical and nursing procedures.
- Explain our billing procedures and provide you with a full explanation of your bill if you wish. If there are items on your bill you do not understand, we will be glad to explain them to you.
- Assist you in getting information and financial resources available for payment of your health care.
- Care about you no matter what your race, religion, or gender; where you were born; what you can or cannot do; what lifestyle you choose; what you look like; how much money you have; or what your medical problem is.
- Help you learn how to care for yourself after you leave the hospital and assist in arranging for that care.
- Follow the directions given to the Health Care Team by an individual or agency who has been authorized to act in your behalf to protect your rights.
- Tell you what your rights are as soon as possible after coming to the hospital, to include obtaining a Living Will and/or Health Care Power of Attorney.
- Inform you of our complaint procedure in the event you are dissatisfied with any portion of your health care and/or Health Care Team. You will also have the right to file a complaint with Peer Review Organizations, including the state agency, and we will provide you the appropriate name, address, and telephone numbers.
The following are things our patients are asked to do to help us to keep our promises:
Be honest with us about:
- Your health and what your health was like before now.
- Any changes you or your family have noticed about how you are feeling.
- Any medicines you take.
- Your family’s needs or worries.
- Any religious, cultural, and/or learning needs.
Help in your care by:
- Telling us your ideas about how we can take care of you.
- Following the directions of your doctors, nurses, and others taking care of you.
- Letting us know when you cannot follow our directions.
- Learning what you can do to help take care of yourself.
- Keeping your appointments, being on time, and letting us know if you must change your appointment.
While your health is our first concern, you and your family are responsible for your hospital bill and need to:
- Find a way to pay your bill as soon as possible.
- Ask for help if you or your family has a problem paying your bill.
- Give us correct information about your insurance.
- Give us any records or forms that your insurance company needs to pay your bill.
Follow our rules and regulations by:
- Never bringing a weapon into any of our facilities.
- Not using foul or abusive language.
- Never hitting or threatening another patient, family member, or staff person.
- Making our organization smoke-free, alcohol-free, and free of illegal drugs.
- Taking care of Southeastern Regional Medical Center property.
- Using only those medications that your doctors say you should use.
- Observing visiting hours.
- Keeping the volume of your TV, radio, and/or tape player at a level that will not bother others.
- Leaving your valuables at home.
- Using hospital supplies with care.
Ask us questions about:
- The papers you or your family is being asked to sign.
- Any words we use that you do not understand.
- Why you are here and what we are doing for you.
- How we can ease your pain.
- How to get where you want to go.
Respect other patients and families by:
- Giving them privacy.
- Llimiting your visitors and having them observe visiting hours.
- Keeping what you hear about others to yourself.
Advocacy Services List
Should you have any questions or concerns about your care at Southeastern Regional Medical Center, the following advocacy groups are available:
Telephone: (910) 671-5592
or in-house Ext. 5592
Address: P.O. Box 1408
300 W. 27th Street
Lumberton, NC 28359
Robeson County Department of Social Services
Telephone: (910) 671-3500
Address: 435 Caton Road
Lumberton, NC 28360
Medical and Organizational Ethics Committee
Contact the Unit Manager or the Department Head of the area of which you are/were a patient. He/She will assist you with the completion of the “Ethics Consultation Request.”
N.C. Division of Health Service Regulation Complaint and Investigation Branch
Address: 2711 Mail Service Center
Raleigh, NC 27699-2711
Peer Review Organization Carolinas Center for Medical Excellence
(formerly Medical Review of N.C.)
Address: 100 Regency Forest Drive,
Cary, NC 27511-8598
Governor’s Advocacy Council for Persons with Disabilities
Monday through Friday, 9:00 a.m. until 3:00 p.m
DNV GL – Healthcare
ATTN: Hospital Complaint
400 Techne Center Drive, Suite 100
Milford, OH 45150
If service does not meet your expectations or you have a concern, please let us know. Our staff would like the opportunity to resolve any concerns you might have regarding the care or service we provide. Concerns are viewed as a good source of information to assist us in improving the quality of care delivered to our patients.
We respect the patient’s right to complain without fear of retaliation and encourage you to voice your concerns to the manager in the area where you are receiving care or to the Patient Representative. If you voice a concern to our staff, we will strive to resolve the issue the same day it was received. If the issue cannot be resolved in a timely manner, our Guest Services department will respond to you in writing within seven days.
You may reach the Patient Representative by:
- dialing (910) 671-5592 or in-house Ext. 5592, or
- dialing the hospital operator and asking for the Patient Representative, or
- asking a staff member to contact the Patient Representative for you.
- Written complaints should be addressed to: Director of Guest Services, UNC Health Southeastern, P.O. Box 1408, Lumberton, NC 28359
Please note: After hours and on weekends, please ask for the Assistant Director of Nursing Service.
If you wish, you may circumvent this process and file a complaint with the organizations listed above under “Advocacy services list.”