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You, your family, or significant other may voice complaints without fear, if you feel your rights have been violated. Ridgeview has a formal Compliant and Grievance Process which allows you to initiate a complaint about the substance or application of written or unwritten rules or policies of the facilities; the lack of rules or policies concerning a matter affecting you; any decision or action directed toward you by an employee of the facility; or fees which you feel are questionable.
The written procedure for handling complaint/grievances consists of notifying a Ridgeview staff member who will inform your advocate. The advocate will coordinate an investigation and resolution of your issue/issues. If you are not satisfied with the outcome you may appeal the decision to the Quality Director at 865-482-1076. If you continue to be dissatisfied with the resolution you may appeal any complaint/grievance to Chief Executive Officer at Ridgeview and/or the Tennessee Department of Health Appeals at 1-800-560-5767.
Ridgeview has a Patient Advocacy Program which is provided by designated staff for you/your family regarding complaints or grievances. The role and responsibilities of the patient advocate is to represent your interest, point of view, and to protect your rights. Patients, guardians, families, and friends may consult with a patient advocate on issues of patient rights without fear of repercussion. Access to the patient advocate is by service area staff, written request, telephone, or personal contact. When a complaint form is reported, the form is routed to the designated advocate for investigation and/or review. You/your family are informed of the disposition of problems by consultation with the designated patient advocate. If you are not satisfied with the action taken you may ask to speak with the Director of Quality Management at 865-482-1076.
Patient rights are the privileges of patients guaranteed by law and by Ridgeview Psychiatric Hospital and Center, Inc. policy. The hospital and center set forth the following Bill of Rights and Responsibilities: 1. Rights Which Must Be Absolutely Safeguarded a. Access to legal counsel. b. Explanation of status, including medications, to the individual and family. Explanation to the family will be with the patient's consent. c. Ready access to information about the agency's service and practitioners, clinical guidelines, all applicable rights, responsibilities, regulations, and any appeals. d. The ability to make recommendations and participate regarding the agency's clients' rights, responsibilities, and ethical issues. Any concerned persons, family, or individual may appeal alleged violation of rights. e. Complete confidentiality of all information contained in his/her records, including information contained in the data base. Written consent of the patient or guardian is required for the release of information to persons not otherwise authorized under the law to receive it. f. The right to speedy access to the Patient Advocate. g. The right to your civil rights unless you have been found to be incompetent by the court. 2. Rights of Treatment Which Must Be Guaranteed a. Physical and mental evaluation within twenty-four (24) hours after admission and informed of the program rules. b. Prompt and adequate medical attention for physical illness. c. Pain assessed and managed appropriately. d. Care and treatment provided by qualified staff, regardless of age, gender, race, sex, religion, ethnic background, handicap, or ability to pay. e. The right, to the extent permitted by law, to refuse treatment procedures (including research projects) and be informed of the risks, benefits, and side effects of medication or proposed medication. Any refusal of treatment, care, or services will not compromise available services. f. To be able to choose practitioners from the network and to be able to refuse care from specific practitioners. g. The least restrictive conditions necessary to achieve adequate care and treatment. h. Freedom from use of restraints or seclusion except by order of a professional staff member as required by your medical or treatment needs. i. A treatment program planned to meet an individual's needs and periodic review of the treatment, care, and services provided. j. Proper, safe, and clean shelter, nutritious food, and security for self and personal possessions. k. Freedom from mental, physical, or verbal abuse and neglect, and from all manner of exploitation. l. To know (and for the family to know) the names, titles, and competency of all staff persons responsible for his/her care and treatment, and to be afforded continuity of care from one service provider to another. m. The opportunity to participate (and have family participation, if applicable) in decisions and planning of his/her treatment, discharge, and/or aftercare plans, and have the right to appeal clinical and administrative decisions. n. To be notified of discharge rights (Grier) and how to appeal a premature discharge. o. The privilege to manage his/her personal financial affairs or to sign a statement authorizing the hospital or a responsible person to manage them. p. To maintain privacy, human dignity, respect and compassion regardless of state of mind, condition, or personal values and beliefs. q. The right to request the opinion of a consultant at his/her expense (except as authorized by TCA 33-6-108 b) or to request an in-house review of the individual treatment plan. r. To refuse the use of any audio and/or visual techniques to record or observe the individual's activities during treatment unless written and signed consent is given. s. To participate in cultural, educational, religious, community service, vocational, and/or recreational activities if offered and appropriate. t. To formulate advance directives. u. To have access to his/her treatment records except where it is considered detrimental to your situation. In that situation, a lawyer, doctor, or psychologist the patient chooses can see records on his/her behalf. v. The right to have information explained in a language he/she understands. 3. Rights of Communication Which Must Be Absolutely Safeguarded a. To correspond by sealed mail or otherwise with: the individual's attorney, physician, minister, family, and courts. b. To receive uncensored mail. Packages must be opened with staff observation as a safety precaution. c. To be visited at any reasonable hour by the individual's personal physician, clergyman, or lawyer. d. The right of private communication with the Advocate. 4. Rights Which May Be Temporarily Withheld for Therapeutic Reasons or Under Exceptional Circumstances When Properly Documented in the Record. Exceptions are attorney, physician, minister, family, and courts. a. To send and receive sealed mail. b. To use a telephone. c. To receive visitors at reasonable hours and to refuse to receive visitors.
5. Individual Responsibilities Ridgeview Psychiatric Hospital and Center, Inc. further sets forth the following responsibilities on the part of the individual patient. Such individuals shall, unless physical/psychological disability precludes this, be expected: a. To actively participate in developing and following the treatment plan to the best of one's ability. b. To notify Ridgeview staff when problems occur in obtaining medication or prior approvals and if experiencing side effects to medications which Ridgeview doctors have prescribed. c. To call Ridgeview staff if your symptoms worsen, you have self-destructive thoughts, your medical condition changes, and/or you are prescribed medication other than what Ridgeview doctors have prescribed. d. To contact Ridgeview when there is a change in address, phone number, insurance and/or appointment needs canceling or rescheduling. e. To voice your opinions, concerns, or complaints about your health care to Ridgeview and/or your BHO insurance provider. f. To follow the rules and regulations of Ridgeview, to respect the rights and property of others, to abide by the laws of the State of Tennessee, and to meet financial commitments incurred. 6. The Patient Advocate The function and purpose of the Patient Advocate is to ascertain and seek to resolve patient problems and complaints with respect to their human or legal rights. 7. Responsibilities of Employees All employees are responsible to ensure that rights of persons in the hospital and its programs are safeguarded. Likewise, all decisions by treatment staff members concerning care, treatment, and management of patients shall be based upon expected degree of competence, humane concern, and good faith, with the psychological and physical welfare and needs of each patient taking precedence over all other considerations.
Joint Commission on Accreditation Ridgeview is a Joint Commission Accredited Organization. If for any reason you believe you have pertinent and/or valid information about quality of care and/or safety of the environment issues in which care is provided and you would like to notify Joint Commission you may contact them at:
Division of Accreditation Operations |