Patient

To provide and receive the highest quality care at Avance Care, the patient and the provider must have a relationship of mutual respect. As an active member of your health care team, patients and patient representatives share the rights and responsibilities listed below for.

Patients have the right to:

• Receive prompt, respectful, and quality care and treatment, administered with comfort and consideration.
• Access health services without discrimination based upon race, religion, sexual orientation, gender identity, national origin, or source of payment.
• Privacy and confidentiality when seeking or receiving care, to the extent permitted by law.
• Confidentiality of your health records, to the extent permitted by law.
• Receive accurate information concerning diagnosis, treatment, risks involved, and prognosis of an illness or health-related condition, in terms that you can understand (including use of an interpreter, if needed). Free Interpretation Services
• Receive information you can understand, including the access to an interpreter and/or translation services at no charge.
• Participate in decisions regarding your medical care and treatment, including providing informed consent prior to any procedure or treatment in non-emergency circumstances.
• Refuse any drugs, treatment, or procedure offered by your provider.
• Inquire and receive information about reasonable alternatives to care.
• Reach out for a second professional opinion regarding your health care and treatment.
• Request and receive the name and roles of any health care personnel participating in your care.
• Be informed of, and freely exercise, the option to refuse participation in any research aspect of your care without compromising access to medical care and treatment.
• Receive information about your coverage or cost of visit if uninsured.
• Receive and examine a detailed explanation of your bill and be informed of any known financial resources for your health care.
• Be informed about any legal reporting requirements regarding any aspect of screening or care.
• Know what clinic rules and regulations apply to your conduct as a patient.
• Have access to an individual or agency who is authorized to act on your behalf to assert or protect your rights.

If someone is helping you make healthcare decisions, he or she may exercise these rights for you.

Patients have the responsibility to:

• Provide complete and forthcoming information regarding all illness(es) or problem(s), to allow us to properly evaluate and treat.
• Provide a complete medical history, to the best of your ability.
• Ask questions, communicate concerns, and actively participate and cooperate in your treatment plan(s). Let us know if you don’t understand the information we give you about your condition or treatment.
• Take responsibility for the consequences of refusing care or not following instructions.
• Inform your medical provider if your condition worsens, or an unexpected reaction occurs.
• Show respect to all staff, other patients, and the medical team.
• Be aware of and refrain from behavior that unreasonably places others’ health and safety at risk.
• Respect other patients’ right to privacy while in our clinics.
• Ensure that you do not violate another patient’s right to privacy by recording or otherwise electronically capturing another patient’s image or voice while in our clinics.
• Follow the rules and regulations of our clinics.
• Present your insurance information at the time of service.
• Know your coverage and benefit information for services.
• Attend your appointments or reschedule/cancel an appointment within a reasonable time frame to avoid no-show charges.
• Make payment at the time of service and pay outstanding balances.
• Use prescriptions or medical devices for yourself only, and not knowingly participate in medical fraud.
• Report illegal or unethical behavior by health care personnel.

Concerns or Complaints

Central to our efforts is the delivery of high-quality care to our patients along with exceptional customer service. In addition, please be assured that we acknowledge and support the rights and responsibilities of our patients at Avance Care. If you have a concern, complaint, grievance, or believe your rights have been violated, please speak with your caregiver or the Office Manager on site. You may also call 919-237-1337 (option 8) after hours and leave a message, where you will receive a return call promptly. We would appreciate the opportunity to resolve any concerns that might arise–in particular quality or patient safety issues.

The rights and responsibilities outlined herein are based on and supported by various rules, regulations, and guidance issued by State and Federal agencies.