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Customer Relations Department
We want to hear your suggestions about how we can improve, as well as your compliments about the care you received. You can visit Customer Relations, contact the specific department's Customer Relations representative or submit an Interactive Customer Service (ICE)
Customer Service Officer 646-WELL opt 5, opt 3
(First Floor, East Wing of the hospital)
Patient and Family Advisory Council
WE INVITE YOU TO BE A PART OF OUR PATIENT AND FAMILY ADVISORY COUNCIL
Enhancing the patient experience is about focusing on healthcare through the eyes of others. We are looking for volunteers to join our quarterly Patient and Family Advisory Council meetings at the hospital.
Preparing for a Hospital Visit
We're committed to your safety and we participate in Partnership for Patients, Team STEPPS, National Patient Safety Goals and other safety initiatives. We monitor potential risks with an early-warning patient safety reporting system. The single most important thing you can do is to be an active member of your health care team.
- Pay attention. If something doesn't seem right, alert your health care team.
- Ask questions anytime you don't understand or need more information.
Know Your Medicines
- Know what medicines you take. Make sure your doctors know too.
- If you take more than three medicines, you should keep a current medications list in your purse of wallet.
Know Your Test Results
- If you've had a test (like a Pap or blood test), don't assume “no news is good news.” Call and ask.
Involve a Family Member or Friend
- If you'd like someone to be your advocate, ask a family member or friend. They can come with you when you get care, ask questions and write down instructions.
- Make sure that you, your doctor, the nurses and staff all agree on: your name and birth date, what procedure is being done, and where on your body the procedure is being performed.
Your Hospital Stay
- Ask everyone who comes into your room to sanitize or wash their hands, if you don't see them do it.
- Expect staff to introduce themselves. You can also check their identification badges.
- Make sure that staff confirm your identity—by asking you your name and birth date and checking your wrist band—when they come into your room.
- Even if your doctor has given you permission to get out of bed, let staff know if you need help. A fall can undo what you and your health care team have worked hard to accomplish.
- Before you go home, ask your doctor or nurse to explain how to care for yourself at home.
Patient Rights & Responsibilities
Patient and Family Rights: You have the right to…
- Medical Care. You have the right to quality care and treatment that is consistent with available resources and generally accepted standards, including access to specialty care and to pain assessment and management.
- Respectful Treatment. You have the right to considerate and respectful care, with recognition of personal dignity, psychosocial, spiritual, and cultural values and belief systems.
- Privacy and Security. You have rights, defined by Federal law, DOD 5400.11-R (Reference (g)), Public Law 104-191(Reference (h)), and section 552a of title 5 U.S.C. (also known as “The Privacy Act of 1974, as amended”) (Reference (i)), to reasonable safeguards for the confidentiality, integrity, and availability of your protected health information, and similar rights for other PII, in electronic, written, and spoken form. These rights include the right to be informed when breaches of privacy occur, to the extent required by Federal law.
- Provider Information. You have the right to receive information about the individual(s) responsible for, as well as those providing, his or her care, treatment, and services. The hospital may inform the patient of the names, and as requested, the professional credentials of the individual(s) with primary responsibility for, as well as those providing, his or her care, treatment, and services.
- Explanation of Care. You have the right to an explanation concerning your diagnosis, treatment, procedures, and prognosis of illness in terms that are easily understood. The specific needs of vulnerable populations in the development of the patient’s treatment plan shall be considered when applicable. Such vulnerable populations shall include anyone whose capacity for autonomous decision making may be affected. When it is not medically advisable to give such information to the patient due to vulnerabilities or other circumstances, the information should be provided to a designated representative.
- Informed Consent. You have the right to any and all necessary information in non-clinical terms to make knowledgeable decisions on consent or refusal for treatments, or participation in clinical trials or other research investigations as applicable. Such information is to include any and all complications, risks, benefits, ethical issues, and alternative treatments as may be available.
- Filing Grievances. You have the right to make recommendations, ask questions, or file complaints to the U.S. Naval Hospital Okinawa Customer Relations Representative or to the Customer Relations Office. If concerns are not adequately resolved, you have the right to contact The Joint Commission at 1-800-994-6610.
- Research Projects. You have the right to know if U.S. Naval Hospital Okinawa proposes to engage in or perform research associated with your care or treatment. You have the right to refuse to participate in any research projects.
- Safe Environment. You have the right to care and treatment in a safe environment.
- U.S. Naval Hospital Okinawa Rules and Regulations. You have the right to be informed of the facility’s rules and regulations that relate to patient or visitor conduct.
- Transfer and Continuity of Care. When medically permissible, you may be transferred to another treatment facility only after you received complete information and an explanation concerning the needs for and alternatives to such a transfer.
- Charges for Care. You have the right to understand the charges for your care and your obligation for payment.
- Advance Directive. You have the right to make sure your wishes regarding your healthcare are known even if you are no longer able to communicate or make decisions for yourself.
Patient and Family Responsibilities: You are responsible for…
- Providing Information. You are responsible for providing accurate and complete information about complaints, past illnesses, hospitalizations, medications, and other matters relating to your health to the best of your knowledge. You are responsible for letting your healthcare provider know whether you understand the diagnosis, treatment plan, and expectations.
- Respect and Consideration. You are responsible for being considerate of the rights of other patients and U.S. Naval Hospital Okinawa personnel. You are responsible for being respectful of the property of other persons and of U.S. Naval Hospital Okinawa.
- Adherence with Medical Care. You are responsible for adhering to the medical and nursing treatment plan, including follow-up care, recommended by healthcare providers. This includes keeping appointments on time and notifying U.S. Naval Hospital Okinawa when appointments cannot be kept.
- Medical Records. You are responsible for returning medical records promptly to U.S. Naval Hospital Okinawa for appropriate filing and maintenance if records are transported by you for the purpose of medical appointments, consultations, or changes of duty location. All medical records documenting care provided by U.S. Naval Hospital Okinawa are the property of the U.S. Government.
- U.S. Naval Hospital Okinawa Rules and Regulations. You are responsible for following U.S. Naval Hospital Okinawa rules and regulations affecting patient care and conduct.
- Refusal of Treatment. You are responsible for your actions if you refuse treatment or do not follow the practitioner’s instructions.
- Healthcare Charges. You are responsible for meeting financial obligations incurred for your healthcare as promptly as possible.
Quality of Care Concerns
U.S. Naval Hospital Okinawa wants to know if you have a concern about the safety and quality of our care. You may contact Customer Relations at 646-WELL option 5, 3. If your concerns about safety or quality remain unresolved, you may contact The Joint Commission at (800) 994-6610 or email firstname.lastname@example.org
Protected Health Information
You have the right to inspect and obtain a copy of your medical record, request a correction to your record, request restrictions on disclosure of your protected health information, and request an accounting of disclosures we have made. We may use and disclose your protected health information to coordinate or manage your care or payment for care, as described by law.
Fraud, Waste, and Abuse
Hotline Complaint Process – U.S. NAVAL HOSPITAL OKINAWA's FWA Hotline provides an opportunity to report significant cases of FWA and mismanagement.
The 4-Step Hotline Complaint Procedure is as Follows:
Step 1: Determine the best method to address your complaint.
First, attempt to resolve your complaint using the chain of command and other local resources, including legal staff, union representative, chaplain, human resource personnel, equal opportunity advisor, your immediate supervisor, or the Commander.
If this is not possible, review the common complaints on the Navy IG
website or the following list for matters to report to U.S. Naval Hospital Okinawa's FWA/IG Hotlines: Intern/Resident duty hour violations; BAH misuse; bribes, kickbacks and accepting gratuities; any violation of law or ethical standard; conflicts of interest; Third Party Collection (TPC) compliance issues; fraud; improper fund raising; improper gifts; mismanagement; misuse/abuse of government property; misuse of government purchase/travel card; misuse of official time (time and attendance); travel fraud (TAD/TDY); HIPAA Compliance; and waste of resources.
Step 2: Review Answers to Frequently Asked Questions.
Anyone can file a hotline complaint. You should report any matter in Step 1 which includes those listed on the Navy IG
website. You should submit your complaint within 90 days of the date the alleged wrongdoing occurred. Submit complaints in person; by calling the hotline #'s; in writing; by fax; by email; or by using the online complaint form. You may remain anonymous, but we will not be able to contact you for more information. You may request confidentiality. U.S. Naval Hospital Okinawa’s Command Evaluator will make every effort to prevent disclosures of your identity, but cannot guarantee confidentiality.
Step 3: Prepare to submit your hotline complaint.
gather the information and provide the following to the Command Evaluator for your complaint:
Who? Service member's full name, rank/grade and duty station;
What? Specific wrongdoing and why you believe the activity was misconduct to include the rule, regulation or law you think they violated;
Where? Location where the wrongdoing occurred;
When? Specific dates and times;
How much? Estimated dollar loss;
Why and How? Describe why and how you believe the individual perpetrated the offense:
What have you done to try to resolve the issue? and What do you want the Command Evaluator to do? REMEMBER, the more detailed information you provide, the better we can assist you.
Step 4: Contact the IG office for assistance or to file your complaint.
Other Hotline Resources