Rights & Responsibilities
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As a patient of Neighborcare Health, you have a right to the following:
Care and service:
- To receive care that meets the highest standards, regardless of your race, color, religion, creed, national origin, any disability, gender, sexual orientation, gender identity or expression, age, military service, or the source of payment for your care;
- To the confidentiality of all records and communications to the extent provided by law. Please read our Notice of Privacy Practices found on our Patient Forms page in multiple languages;
- To have all reasonable requests responded to in a timely manner as feasible;
- To, upon request, inspect your medical records and to receive a copy in accordance with law and regulation;
- To privacy during your health care treatment, as feasible;
- To have cultural, psychosocial, spiritual, and personal values, beliefs and preferences respected;
- Care provided in a safe, secure, comfortable and clean environment.
Information about:
- Any rules or regulations which apply to your conduct as a patient;
- All aspects of your care;
- How to provide positive and negative comments about your care;
- The availability of financial assistance, including sliding-fee discount program;
- Language assistance services at no cost to you.
Please note, this health center received HHS funding and has federal Public Health Service deemed status with respect to certain health or health-related claims, including medical malpractice claims, for itself and its covered individuals.
As a patient of Neighborcare Health, you have a responsibility to:
- Give, to the best of your knowledge, accurate and complete information about health complaints, past illnesses, medications, hospitalization and other matters relating to heath care.
- Participate in decisions about your health care treatments and procedures.
- Follow the treatment plan developed with your provider and communicate if you have barriers, concerns, or questions about the plan.
- Follow our policies in our health centers or at any location a Neighborcare Health team member is providing care. You may not verbally or physically abuse fellow patients, care team members, or property. Threats, violence, disrespectful communication, flagrant behavior, or harassment of other patients or of any care team members, for any reason, including because of an individual’s race, color, creed, religion, sex, sexual orientation, gender identity or expression, ethnicity, national origin, disability, age or veteran or military status, or other aspect of difference will not be tolerated. This prohibition applies to the patient as well as their family members, representative and visitors. In addition, requests for changes of providers or other care team members based on that individual’s race, ethnicity, religion, or sexual orientation will not be honored. Requests for provider or care team member changes based on gender will be considered on a case-by-case basis.
- To not bring weapons of any kind into a Neighborcare Health facility or at any location a Neighborcare Health team member is providing care.
- Make and keep appointments and notify the clinic if you need to cancel an appointment.
- Provide consent for Neighborcare Health to bill any insurance coverage that you have, and pay your portion of the bills and fees for the health care services provided to you. You will not be denied services if you are unable to pay your bills.
- Respect our rules that any animal that impedes care must be removed if requested by a Neighborcare Health team member.
Compliments, Comments or Concerns
We hope that you will tell us when we do a good job and how we can improve. Here are the ways to give feedback:
- Speak with your care team about your concerns. If they are not able to help, ask to speak with a manager or supervisor.
- Fill out a comment card and give it to a staff member or put it in the mail--no postage needed. Comment cards are available at all clinics.
- Share your thoughts in our Patient Satisfaction Phone Survey. A company called Crossroads conducts the survey for us.
- Call our compliance hotline toll-free at 1-844-782-0344
- Email: feedback@neighborcare.org
- Write to:
Neighborcare Health
Safety & Compliance Department
1200 12th Ave S, Suite 901
Seattle, WA 98144
If you mail or email your feedback or grievance, you can expect acknowledgement of your concern within 7 to 10 business days that includes an estimated date for a final response.
Neighborcare is dedicated to learning from and resolving your concerns. If we are unable to resolve your concerns, you have the right to contact:
The Washington State Department of Health
HSQA Complaint Intake
PO Box 47857
Olympia, WA 98504-7857
Email: HSQAComplaintIntake@doh.wa.gov
Phone: 1-800-633-6828 or 360-236-4700
Centers for Medicare & Medicaid Services
Office of the Medicare Beneficiary Ombudsman
http://www.medicare.gov/claims-and-appeals/medicare-rights/get-help/ombudsman.html
1-800-MEDICARE
Language interpretation and assistance for people with disabilities
Neighborcare Health:
- Provides people with disabilities reasonable modifications and free appropriate auxiliary aids and services to communicate effectively with us, such as:
- Qualified sign language interpreters
- Written information in other formats, upon request
- Provides free language assistance services to people whose primary language is not English, which may include:
- Qualified interpreters
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Information written in other languages
or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.