Patients & Visitors  ›  Hospital Policies

Patient Rights and Responsibilities

While you are a patient at Northwest Community Hospital, we will respect your rights without regard to age, race, ethnicity, national origin, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, or any other status protected by law. You or your representative may expect from us:

You and/or your representative can expect:
  • Considerate and respectful care in a safe and secure setting, free from all forms of abuse, neglect, or harassment.
  • Protection of your right to privacy and confidentially of health, social, personal, and financial information related to your medical care, as outlined in the NCH Notice of Privacy Practices.
  • Clear and concise explanations about your condition, proposed treatments and procedures, information about the outcomes of care, including unanticipated outcomes, the benefits or drawbacks of the proposed treatments, expected recuperation and the likelihood of success of treatments or procedures.
  • Willingness to let you and your family take the lead in making decisions about your care and treatment.
  • Compliance with you or your surrogate’s request to refuse treatment or to have medically necessary and appropriate treatment provided.
  • Information about pain and pain relief measures, and a commitment toward the prevention and/or control of pain.
  • Compliance with your advance directives, including withholding resuscitative services and withdrawing life-sustaining treatment.
  • Access to protective services, from counseling to guardianship, to help you reach your maximum level of independence.
  • Providers of direct care will identify themselves and their credentials.
  • Commitment to meeting the Center for Medicare and Medicaid Services’ Conditions of Participation standards regarding patient rights. Notice of non-coverage by Medicare or advanced beneficiary notice notification in the case of select outpatient services.
  • Compliance with your right to visitors and to freely communicate with others to the extent that you are able and to designate an advocate of your choosing.
  • Timely access to a qualified interpreter at no cost to you.
  • Timely Access to auxiliary aides and services for the visually and hearing impaired, at no cost to you.
  • Spiritual Care Services available by the hospital chaplains.
  • Assistance in obtaining financial aid or counseling.
  • Attentive, courteous responses to any concerns or complaints you and your family may have.
  • Prompt notification of your hospital admission to family member or designated representative and your physician.
  • Freedom from seclusion or restraints of any kind that are not medically necessary.
  • Access to the information contained in your medical record within a reasonable time frame.
  • Treatment consistent with your gender identity, including access to facilities such as bathrooms and patient rooms.
  • Patients who do not want their medical information to be accessible to authorized healthcare providers through Northwest Community Hospital Care Everywhere may choose to opt out. To do so, complete the opt-out form and return it to us.
  • Patients who do not want authorized healthcare providers to be notified of their care at Northwest Community Healthcare must also opt-out of NCH PatientPing. To do so, complete the PatientPing opt-out form and return it to us.
  • You may request other restrictions on certain uses and disclosures of protected health information for purposes of treatment, payment and healthcare operation; however, the law does not require NCH to agree to the requested restrictions. To make the request, complete the form and return it to Northwest Community Healthcare.
  • Notice of Non-coverage by Medicare or Advance Beneficiary Notice of Non-coverage (ABN) in the case of select outpatient services.
We kindly ask of you:
  • Treat all hospital staff, other patients, and visitors with courtesy and respect and to abide by all hospital rules
    and safety regulations.
  • Provide accurate and complete information about any past illnesses, previous hospitalizations, medications and
    other facts that may affect your healthcare.
  • Request pain relief when any pain first begins, and work with your doctor or nurse to develop a pain
    management plan.
  • Advise us if you don’t understand any instructions we give you.
  • Provide complete and accurate information about your health insurance coverage.
    • Pay your bills in a timely manner. If you have questions or concerns about paying your hospital bill, call a financial counselor at 847-618-4542. If you are calling from a hospital telephone, dial extension 4542.
    • Review the privacy notice given to you during registration and understand that we will use your name, location in the facility, general condition and religious affiliation unless you object.

Patient Relations specialists are available to help you with any problems or concerns you might have. Your comments will be reviewed and the appropriate actions will be taken. To speak with Patient Relations, call 847-618-4390.

If you are unable to resolve your complaint in this manner, you may contact the Illinois Department of Public Health’s 24-hour, toll free Central Complaint Registry at 800-252-4343. TTY (hearing impaired use only) at 800-547-0466. Or, you may write to the Illinois Department of Public Health, Office of Health Care Regulation, Central Complaint Registry, 525 W. Jefferson St. Springfield, IL 62761. Their fax number is 217-524-8885.

You may also submit an unresolved or unaddressed patient care safety concern to the Joint Commission, Office of Quality Monitoring at The Joint Commission, One Renaissance Blvd. Oakbrook Terrace, IL 60181, or file the complaint online.

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