1 Karmanos Cancer Center Respects Our Patient’s Rights

2 Objectives Understand ‘The Patient Bill of Rights’ Ensure all staff members are knowledgeable about our Interpreter Program Understand the Interpreter process List our resources for patients needing communication assistance

3 The Patient Bill of Rights ‘Our patients have rights’ Informed upon admission to the hospital & at registration for clinic appointments… Brochures are available in our 3 most frequently requested translator languages - Arabic, Spanish & Polish Wall mounted posters are placed at all entrances to KCC, in every Ambulatory Clinic & in every In-patient Unit

4 Federal & State Laws Federal & State Regulatory Agencies mandate that patients are informed of their rights It is our responsibility to inform patients and uphold their rights Major fines and penalties can result if strict guidelines are not diligently maintained

5 The law Patients are provided with all contact information necessary to initiate a formal complaint to Regulatory Agencies, in the event they perceive their rights have been violated. KCC Policy CLN 001 ~ ‘Patient Rights and Responsibilities’ reflects our commitment to these rights.

6 Summary of Patient Rights 1. Knowledge & Plan of Care Pain management Qualifications & identification of all persons caring for them Information on all aspects of care & options for care …. Their Choice 2. Consent Be informed & involved in all decisions Refuse treatment with full understanding of consequences

7 3. Dignity & Respect Treated the same as others & not denied care based on race, creed, color, national origin, age, religion, sexual preference, marital status, sex or source of payment 4. Confidentiality Patient & medical record will be treated confidentially. Request for a confidential admission to KCC will be honored

8 Summary of rights con’t 5. Advance Directive A written document providing authorization to a person to direct all aspects of future care if the patient can no longer do it. 6. Continued Course of Care Discharge planning 7. General Information Ask for protective services All hospital policies & procedures regarding complaint resolution

9 Summary of rights con’t. 8. Complaint Process Contact information for Customer Service Department, Compliance Hotline, and the State level Regulatory Agencies 9. Medicare Rights All decisions that the hospital, MD or plan make for your care Discharge plans Second opinion on discharge readiness

10 Your Responsibility To know that our patients have rights To respect and uphold their rights Location of resources: * Brochures in Registration * Posted on walls throughout campus * Customer Service Department

11 Interpreter Program The Civil Rights Act of 1964 – “Title VI” requires that all healthcare providers offer oral and written language assistance to limited English proficiency (LEP) individuals. Title VI prohibits discrimination based on race, color or national origin. The State of Michigan, Office of Civil Rights mandates that healthcare providers ensure effective communication for all patients.

12 LEP individuals are knowledgeable about their rights, and we must respect our diverse language communities by facilitating effective communication. Patients are not financially responsible for interpreter services or communication assistance—this is a free service. Non-compliance to this law may result in major penalties, loss of federal funding and costly legal fines. Our top 2 language requests are Spanish & Arabic.

13 Services Certified interpreters and translations services must be provided to Non-English or LEP patients and their families. Sign language interpreters for deaf patients and the hearing impaired must also be accommodated. Hard of hearing individuals must be supported with the proper resources.

14 Resources & Support It is our responsibility to assess patients’ language needs – providing support and resources to ensure effective communication. It is the law & every team member must be able to initiate the process assuring language is presented in an understandable manner.

15 Assessment Whenever a KCC staff member recognizes the need for an interpreter, a 3-step assessment takes place: 1. What type of interpreter service is needed 2. When the interpreter service needs to be provided 3. Who should be present during the scheduled interpreter session

16 Tele-Interpreters 1st Tele-Interpreters should be the first choice for interpreter support. There may be specific individuals or circumstances that require face to face interpreter services. Requests for face to face services will be reviewed by the Customer Service Department and the optimal support for the patient will be provided.

17 Resources Tele-Interpreters – over the telephone interpreters = access to over 150 languages in minutes Face to face interpreters Translated vital documents into the LEP's first language Telecommunication device for the deaf (TDD) Amplified phone handsets for hearing impaired patients Picture boards, write on/ wipe off slates, Multi-language Pain Scale

18 Resources for the Visually Impaired Karmanos is committed to meeting the communication needs of all our patients. Visually Impaired Patients may request that vital medical documents be translated into Braille. This is a free, off-site service, conducted at the patient’s request.

19 Your Responsibility Policy ADM 304: Translator/Interpreter Policy outlines our commitment to effective communication with LEP, deaf and hard of hearing individuals. It is every team members responsibility to assess our patients for their language skills, identify gaps and support them with the resources to ensure effective communication.

20 We hope this Computer Based Learning course has been both informative and helpful. Feel free to review this course until you are confident about your knowledge of the material presented. Click the Take Test button on the left side when you are ready to complete the requirements for this course. Click on the My Records button to return to your CBL Courses to Complete list. Click the Exit button on the left to close the Student Interface. Summary