What Every CoxHealth Patient Needs to Know
Patient and Client Bill of Rights
The goal of the Patient & Client Bill of Rights at CoxHealth is to
inform patients and their family members of their rights and responsibilities.
By recognizing and respecting the rights of each person and by conducting
business in an ethical manner, we believe we can improve care, treatment,
services, and outcomes. Care, treatment, and services are to be provided in a
way that respects and fosters dignity, autonomy, positive self-regard, civil
rights, and the involvement of patients and clients. The family is welcome to
be involved in care, treatment, and service decisions with the recipient’s
approval. People deserve care, treatment, and services that respect their
cultural, psychosocial, and spiritual values.
The following serves as a basic overview regarding rights and
responsibilities while a patient or client at CoxHealth. In addition to this
basic overview several specialty care areas have rights statements which you
may ask for such as obstetrics, pediatrics, psychiatrics, and geriatrics. When
the words “patient” or “you/your” are used, they are also intended to designate
clients and/or their legally authorized representative.
Patients & Clients
have the following rights to:
1. Receive treatment regardless of race, color,
religion, veteran status, national origin (including ancestry, citizenship or
any other subcategory of national origin recognized by applicable law), age,
disability (physical, mental or other medical condition), sex (including
marital status, family status, pregnancy, sexual orientation, gender identity, gender expression, or any other subcategory of sex recognized by applicable
law) or any other basis prohibited by federal, state or local law in admission
to, participation in, or receipt of services and benefits under any of its programs and activities including patient admissions, care (whether inpatient,
outpatient or emergency in nature), room and floor assignments or patient
2. Be treated with respect and dignity. Patients will be
cared for in an environment that preserves dignity and contributes to a
3. Choose who they want at their bedside when they are
hospitalized, unless there is a clinical reason to restrict visitors.
4. Be involved in their care decisions. Patients have
the right to their choice of health care providers. Patients have the right to
fully participate in all decisions related to their health care and may include
a designated family member or support person.
5. Participate in the development and implementation of
their plan of care including but not limited to the following:
informed decisions regarding their care and give consent for that care. Consent
should be given by the appropriate individual if the patient does not have the
capacity to consent.
informed of their health status.
involved in care planning, treatment and discharge planning.
or refuse treatment being offered or suggested.
advance directives and have their wishes regarding end-of-life decisions
honored when in the hospital setting. NOTE: Advance Directives are not honored
within the outpatient/clinic setting providing episodic care (this includes
primary and rural clinics).
practitioners and staff provide care that is consistent with patient
6. Participate in research studies or clinical trials
which have been approved for use at CoxHealth.
7. Expect an appropriate response to reports of pain and
participate in the development and implementation of the pain management plan.
8. Privacy and confidentiality of their health
information. For additional information, see the Notice of Privacy Practices.
9. Have the right to request their name not be included
in the hospital patient listing (Facility Directory), which means the hospital
staff will not acknowledge that they are a patient in the hospital. Patients
also have the right to not provide their religious affiliation so that their
name will not be provided to visiting community clergy or their designated
staff. Unless we are told to restrict patient information, patients will be
included in the patient listing and their name given to visiting community
10. Access the information contained in their medical
records and request amendments when documentation is thought to be inaccurate
11. Effective communication that considers hearing,
speech, and visual impairments as well as language barriers. CoxHealth provides
free aids and services to people with disabilities to communicate effectively
such as qualified sign language interpreters and written information in other
formats (large print, audio, and other accessible electronic formats) as well
as free language services to people whose primary language is not English, such
as qualified interpreters and information in other languages. If you need these
services, please contact the Nursing Administration Office, any CoxHealth
employee or the Corporate Integrity Department.
If you are hearing impaired or are in need of language
assistance services, such services are available to you free of charge. Call
the operator at 417‑269‑6000 (1‑844‑563‑0782).
Spanish: ATENCIÓN: si habla
español, tiene a su disposición servicios gratuitos de asistencia lingüística.
Llame al 417‑269‑6000 (1‑844‑563‑0782).
Chinese: 注意：如果您使用繁體中文，您可以免費獲得語言援助服務。請致電 1-417-269-6000 TTY：1-844‑563‑0782）
12. Physical access to the facility
regardless of the patient’s physical impairment, if any.
13. Be protected against all forms
of abuse, discrimination or harassment while a patient at CoxHealth.
14. Be free from seclusion and
restraints of any form that are not medically necessary or are used as a means
of coercion, discipline, convenience, or retaliation by staff.
15. Request and receive an
explanation of their bill for services.
16. Be adequately informed about
the person(s) responsible for the delivery of their care, treatment and
services and to have questions answered in regard to possible conflicts of
interest the caregiver may have in that provision of care.
17. Be informed about the outcomes
of the care provided, including unanticipated outcomes.
18. Have a concern or grievance
addressed and resolved. See the Grievance Process.
19. Access protective or advocacy
services and resources such as those offered by the State of Missouri. Contact
information for some of these services is available upon request.
Patient & Client
Responsibilities and Commitment
Patients & Clients
have the responsibility to:
1. Communicate with caregivers
their desires and to ask questions to ensure they understand the plan of care
2. Notify staff when they believe
their rights have been violated. Patients may contact the Office of Patient
Experience at 417‑269‑6101.
3. Provide adequate information to
allow CoxHealth to bill any insurers, make arrangements for payment of
services, or request financial assistance.
4. Not use recording devices such
as cameras, video cameras, cell phones and similar devices in patient care
areas. The use of recording devices is strictly prohibited without prior
approval. Those who may intentionally or unintentionally capture electronic
recordings without permission will be asked to delete such recordings from any
All staff should assist to resolve
situations as soon as possible. Please allow management to hear and resolve any
issue with your care experience. If a concern or grievance is not resolved at
the point of services, patients should contact the most appropriate CoxHealth
- CoxHealth Office of Patient Experience: 417‑269‑6101
- Ferrell-Duncan Clinic: 417‑875‑3334
- CoxHealth Regional Services Clinics: 417‑269‑4343
- Cox-Monett Hospital: 417‑354‑1417
- Cox Medical Center Branson: 417‑348‑8580
- Home Parenteral Services: 417‑887‑7525
- Oxford Healthcare: 417‑883‑7500
- If you believe CoxHealth has failed to provide
services or discriminated in another way, you can file a grievance or receive
help in filing a grievance by contacting the Corporate Integrity Department,
3801 South National Avenue, Springfield, MO 65807, Phone: 417‑269‑8806
or 1‑888‑340‑5297, Relay Missouri for hearing and speech impaired: 1‑800‑735‑2466 (voice)
or 1‑800‑735‑2966 (text phone)
CoxHealth has a formal Grievance
Process to find resolutions to concerns. This process is available to all
patients, customers and families. We appreciate the opportunity to assist with
any concerns about your care. As a patient, client, family member, community
representative or employee of CoxHealth, you have the right to notify our
accrediting agencies regarding any concern about the quality of care provided,
safety of care provided, or safety of the environment in which care is
provided. Anyone believing that he or she has pertinent and valid information
about such matters that has not been addressed and/or resolved by the hospital
or hospital’s management may notify:
- Missouri Department of Health and Senior
PO Box 570, Jefferson City, MO 658102, 1‑800‑392‑0210
- United States Department of Health and Human
or 1‑800‑537‑7697 (TDD)
- Missouri Department of Social Services:
or 1‑800‑735‑2966 (TDD)
- KEPRO Rock Run Center, Inc.,
5700 Lombardo Center Drive, Seven
Hills, OH 44131
email@example.com 216‑447‑9604 or 1‑800‑589‑7337
- For Hospital or Hospital Outpatient Services:
DNV GL Healthcare, Inc., 1‑800‑496‑9647
400 Techne Center Drive, Suite 100,
Milford, OH 45150
- For Clinics or Regional Services:
Association of Ambulatory Health Care, Inc (AAAHC)
firstname.lastname@example.org, 847‑853‑6060, fax: 847‑853‑9028
- For Center for Prosthetics and Orthotics, CoxHealth Home Support, Home
Parenteral Services, Oxford Healthcare Home Health/Hospice and Sleep Disorder
Accreditation Commission for Health
email@example.com, 919‑785‑1214, fax: 919‑785‑3011
room assignments and patient services are provided without regard to race,
color, national origin, disability, age or sex.