Introduction
As a patient utilizing Northwestern University Health
Service, you have fundamental rights, choices and responsibilities
to ensure you receive quality healthcare. You will find a
basic list of these rights and responsibilities at the end
of this document. The information in this document is intended
to help educate our patients with respect to these rights
and responsibilities. We have also included information on
how to communicate comments, grievances, suggestions as well
as compliments whenever you feel it is appropriate.
The Health Service has numerous mechanisms by which you may
provide feedback with respect to the quality of service you
receive. All comments and criticisms are ultimately reviewed
by the Executive Director of the Health Service resulting in a formal
response whenever requested by a patient. The entire staff
of the Health Service is committed to providing the best healthcare
possible, and we urge you to communicate problems when they
occur.
Information About Services
We strongly encourage you to become familiar with the information
on the NUHS Web site as it contains all the knowledge necessary to effectively
utilize the Health Service including important policy information.
Responding to Your Healthcare
Throughout the Health Service, you will find comment cards
that you may fill out as a way to give us feedback on utilizing
our services. You have the option of deciding whether or not
you wish to be anonymous or request a response. These cards
are regularly reviewed by the Executive Director as well
as the NUHS Executive Committee. Additionally, there is a Web-based online comment card (non-anonymous). If the problem you are experiencing seems inappropriate for
a comment card, you may wish to utilize our grievance procedure.
Periodically, we will survey student opinion with respect
to the operation of key departments of the Health Service
as part of our quality assurance program. These audits help
us analyze the effectiveness of certain departments and services.
We greatly appreciate your responding to this type of survey
should you be selected to participate.
Comments of a complimentary nature concerning staff of the
Health Service may be appropriate for the Service Excellence
Program as administered by Human Resources.
Should you wish to acknowledge
an employee who served you well, please complete the Web-based nomination form.
Filing a Grievance
If you should experience a problem with a member of staff
or difficulty in using our services, there are several courses
of action you may elect to take instead of filling out a comment
card.
If the problem is related to your healthcare, please attempt
to discuss your concerns with the healthcare practitioner
with whom you have been working. You may also request to be
referred to the staff member's supervisor or department head
(e.g. Clinical Practice Manager,
Medical Director, etc.).
There may be times when a problem should be brought to the
attention of the Executive Director of the Health Service. Please call
847 491-2123 or visit Health Service Administration on the 1st
floor (room 185) of the Health Service to request an appointment
with the Executive Director to discuss your concerns. If this type of
incident involves medical care you received while a patient
here, the Executive Director will want to review your medical record
and any other documentation you may want to provide to clarify
the matter. Most problems can be resolved via discussion with
the Executive Director.
There may be situations when it is appropriate that a grievance
should be shared with the Executive Committee of the Health
Service. This determination will be made by the Executive Director who
also acts as chairperson of this committee. The membership
of the Executive Committee consists of the key department
heads of the Health Service.
Some serious grievances may be referred to and reviewed by
the Governing Board of the Health Service which functions
in an advisory role to the Health Service.
The ultimate decision for a grievance that cannot be resolved
within the scope of the areas previously noted will be determined
by the Vice President for Student Affairs.
Regardless of how you voice your concerns about your experiences
at the Health Service, you are entitled to a review of and
response to your concerns. The Executive Director of the Health Service
is committed to investigating and responding to any issues
related to the healthcare system for our students. We will
make every reasonable effort to resolve any problems you may
experience with utilizing your healthcare system and improving
deficient areas wherever possible. Any questions concerning
this policy should be directed to Health Service Administration
at 847 491-2123.
Summary of Basic Patient Rights and Responsibilities
As one of our patients, you have choices, rights and responsibilities.
You have the RIGHT:
- to be treated with dignity and respect.
- to know the names and professional status of people serving
you.
- to privacy.
- to confidentiality of your records.
- to receive accurate information about your health-related
concerns.
- to know the effectiveness, possible side effects and problems
of all forms of treatment.
- to participate in choosing a form of treatment.
- to provide the Health Service with advance directives or living wills.
- to refuse to participate in any experimental research.
- to receive education and counseling.
- to consent to, or refuse, any care or treatment.
- to select and/or change your health care provider.
- to review your medical records with a clinician.
- to information about services and any related costs at the University Health Service.
You also have the RESPONSIBILITY:
- to seek medical attention promptly.
- to be honest about your medical history.
- to ask about anything you do not understand.
- to follow health advice and medical instructions.
- to report any significant changes in symptoms or failure to improve.
- to respect clinic policies.
- to keep appointments or cancel in advance.
- to seek non-emergency care during regular business hours.
- to provide useful feedback about services and policies.
When you have questions...ASK
When you have problems...SPEAK UP
When you are satisfied...COMPLIMENT
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