Throughout Bon Secours, it’s our policy to care for patients regardless of race, gender, gender identity, ethnicity, religious beliefs, age, sexual orientation or the ability to pay. We believe in acknowledging each patient’s rights, clarifying patient responsibilities and creating a community of care among our professional health care staff. We consider our patients to be partners in their health care.
Patients at a Bon Secours facility have the right to:
- Receive care in a safe setting that is appropriate to their needs.
- Receive care that is both respectful of their personal beliefs and consistent with the mission and values of the Bon Secours.
- Have their pain assessed and treated in a manner respectful of their individual needs and wishes.
- Know the identity and professional status of the individuals directly responsible for their care.
- Receive clear and easy-to-understand information about diagnoses, treatment plans, prognoses and participation in investigational studies/clinical trials prior to any procedure or treatment.
- Be informed of the medical consequences related to their decisions this includes the right to refuse or withdraw from life-sustaining treatments.
- Participate in the resolution of ethical questions that may arise during the course of their care.
- Make an advance directive (a living will), designate someone to make choices about their medical care for them, or include/exclude family members who would be able to make medical conditions.
- Have a representative of their choice notified of their admission.
- Review their medical records with their physician and have the information explained.
- Request a second opinion about their diagnosis or treatment plan.
- Change physicians during the course of their illness.
- Expect that communications and records concerning their care will be treated in a confidential manner unless they have given permission to release information, or reporting is required or permitted by law.
- Know the hospital rules and regulations that affect their behavior and the behavior of their family and visitors.
- Access protective services as provided by the law.
- Participate in their discharge planning.
- Have their bill explained to them regardless of source of payment.
Language and Interpretation Services
Throughout the Bon Secours, patients also have the right to utilize an interpretation service.
For Our Non-English Speaking Patients
Telephonic foreign language interpretation is available for those patients whose first language is not English. Let any member of your care team know that you’d like access, and we’ll work to initiate a conference call with an interpreter.
For Our Patients with Special Needs
Assistive aids and devices, interpreter and translation services, and other accommodations are available to patients with hearing, vision, or other physical impairments. We will do our very best to accommodate your needs. Please ask any member of your care team for assistance.
We realize that being in the hospital can make people feel anxious and overwhelmed. If you have a question or concern that your doctor or another member of your care team has been unable to address, then the Patient Advocate is available to support you. The Patient Advocate acts as a liaison, or bridge, between and among patients, doctors, hospital staff, and departments to recognize and remove any obstacles to providing you with quality care. You can call the Patient Advocate for assistance with any of the following:
- Questions about patient rights and responsibilities
- Clarification of hospital policy or procedure
- Concerns regarding the direction or quality of patient care
- Help in voicing a concern or filing a formal grievance
- Assistance accessing needed services or resources
You can contact Patient Advocacy at the following hospital locations:
Hampton Roads, VA
DePaul Medical Center in Norfolk: 757-889-5340
Health Center at Harbour View in Suffolk: 757-398-4444
Maryview Medical Center in Portsmouth: 757-398-4444
Mary Immaculate Hospital in Newport News: 757-886-6699
St. Francis Downtown: 864-255-1093
St. Francis Eastside: 864-255-1093
St. Mary’s Hospital: 804-287-7443
Memorial Regional Medical Center: 804-764-6437
Richmond Community Hospital: 804-545-3233
St. Francis Medical Center: 804-594-7485
Rappahannock General Hospital: 804-435-8399
Patients at Bon Secours facility have the following visitation rights:
- The hospital will inform each patient (or support person, where appropriate), of his or her visitation rights, including any clinical restriction or limitation on such rights, where he or she is informed of his or her visitation rights.
- The hospital will inform each patient (or support person, where appropriate), of the right, subject to his or her consent, to receive the visitors whom he or she designates, including, but not limited to, a spouse, domestic partner (including a same-sex domestic partner, another family member, or a friend), and his or her right to withdraw or deny such consent at any time.
- The hospital will ensure that all visitors enjoy full and equal visitation privileges consistent with patient preferences.
Patients at a Bon Secours facility have the responsibility to:
- Provide information about their health, including past illnesses, allergies, hospital stays, medications, advance directives and any need for special equipment or assistive devices.
- Ask questions when they do not understand information and instructions and accept the consequences of their decisions based on the information and instructions given to them.
- Follow rules and regulations, show respect and consideration toward other patients, staff persons, and buildings and grounds of this facility.
- Meet their financial commitments.
Complaints and Grievances
Patients are encouraged to address their concerns directly with the medical practice whenever possible; practice providers and leadership wish to be informed and address any dissatisfaction with the care delivered. You can locate the practice phone number on the facility search page. If concerns still exist, please call the Bon Secours headquarters at 513-952-5000 and share that you want to file a grievance for a medical practice.
State and Federal Resources:
Joint Commission Office of Quality Monitoring
Virginia Department of Quality Healthcare Services and Consumer Protection
3600 W. Broad St.
Richmond, Virginia, 23230
Office of Inspector General - Kentucky
Division of Community Health Services
Kentucky Cabinet for Health Services
2250 Leestown Rd. Blvd. 25 2nd Floor
P.O. Box 12250
Lexington, KY 40511