Throughout the Bon Secours Richmond Health System, 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 Health System.
- 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.
- Know what resources exist if they have questions or concerns about their care or need prompt resolution of a grievance. They may contact Patient Advocacy at the following hospital locations:
St. Mary’s Hospital Patient Advocacy: 804-287-7443
Memorial Regional Medical Center Patient Advocacy: 804-764-6402
Richmond Community Hospital Patient Advocacy: 804-545-3233
St. Francis Medical Center Patient Advocacy: 804-594-7485
Rappahannock General Hospital Patient Advocacy: 804-435-8399
Or call The Virginia Department of Quality Healthcare Services and Consumer Protection (1-800-955-1819) 3600 W. Broad St., Suite 216, Richmond, Virginia, 23230 or contact the Joint Commission Office of Quality Monitoring at 1-800-994-6610.
- Access protective services as provided by the law.
- Participate in their discharge planning.
- Have their bill explained to them regardless of source of payment.
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.
Physician’s Office 513-952-5000
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 Mercy Health headquarters at 513-952-5000 and share that you want to file a grievance for a medical practice.