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
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 positive
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
- Make 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.
- Be informed of their health status.
- Be involved in care planning, treatment and discharge planning.
- Request or refuse treatment being offered or suggested.
- Formulate 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).
- Have practitioners and staff provide care that is consistent with patient directives.
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
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 clergy.
10. Access the information
contained in their medical records and request amendments when documentation is
thought to be inaccurate or incomplete.
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
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 1-417-269-6000 (TTY: 1-800-735-2966).
ATENCIÓN: si habla español, tiene a su disposición
servicios gratuitos de asistencia lingüística. Llame al 1-417-269-6000 (TTY: 1-800-735-2966).
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：1-800-735-2966）。
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. 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 Guest Services: 417-269-6101
- Ferrell-Duncan Clinic: 417-875-3334
- CoxHealth Regional Services Clinics: 417-269-4343
- Cox-Monett Hospital: 417-354-1410 or 417-354-4357 (HELP)
- Cox Medical Center Branson Quality Improvement: 417- 335-7258
- Home Parenteral Services: 417-887-7525
- Oxford Healthcare: 417-883-7500 or 1-800-637-9201
- 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: 1-417-269-8806 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
if 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:
The Department of Health and Senior Services: 1-800-392-0210
United States Department of Health and Human Services: 1-800-368-1019 or 1-800-537-7697 (TDD)
Missouri Department of Social Services: 1-800-776-8014 or 1-800-735-2966 (TDD)
Primaris QIO Beneficiary Helpline for quality of care complaints and discharge appeals: 1-800-347-1016; and/or DNV Healthcare, Inc: 1-800-496-9647.
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 devices used.