We Care about Your Concerns
Every patient's experience at Westlake Hospital is important. Most concerns and complaints are best addressed by unit personnel. For concerns about their health care providers, the manner in which a room is cleaned, preferences concerning food and beverages, or any other concerns, patients should contact their nurse, a nursing unit manager, or a department manager.
Patient Rights and Responsibilities
If a patient feels that he/she has been denied any of the rights listed below the patient should contact (708) 938-7292. If a complaint concerns quality of care issues resulting in harm or physical injury, contact the Risk Management Department at (708) 938-7625.
The following are your rights as a patient at Westlake Hospital:
- Exercising of his/her rights by a patient while receiving care or treatment in the facility without coercion, discrimination or retaliation;
- Have a surrogate (parent, legal guardian, person with medical power of attorney) exercise the patient’s rights when the patient is incapable of doing so, without coercion, discrimination or retaliation;
- Informing each patient, or when appropriate, the patient’s representative (as allowed under State law) of the patient’s rights in advance of furnishing or discontinuing patient care whenever possible;
- The right to receive care in a safe setting;
- The right to be free from all forms of abuse or harassment;
- The right to be fully informed in advance of care or treatment and to actively participate in the planning of his/her care, planning and treatment;
- The right to consent or refuse treatment after being adequately informed of the benefits and risks of, and alternatives to, treatment;
- The right to be fully informed of and to consent or refuse to participate in any unusual, experimental or research project;
- The right to know the professional status of any person providing his/her care/services;
- The right to know the reasons for any proposed change in the professional staff responsible for his/her care;
- The right to personal privacy;
- The right to confidentiality of his/her clinical records maintained by the facility;
- The right to access information contained in his/her clinical records;
- The right to know the reasons for his/her transfer either within or outside the facility;
- The right to know the relationship(s) of the facility to other persons or organizations participating in the provision of his/her care;
- The right to access to the cost, itemized when possible, of services rendered within a reasonable period of time;
- The right to be informed of the source of the facility’s reimbursement for his/her services, and of any limitations that may be placed upon his/her care;
- The right to be free from unnecessary use of physical or chemical restraint and/or seclusion as a means of coercion, convenience or retaliation;
- The right to exercise an advance directive regarding decisions at the end of life in accordance with Federal and State Patient Self-Determination Act(s);
- The right to have a family member or representative of his or her choice and his or her own physician notified promptly of his or her admission to the hospital;
- The right to have pain treated as effectively as possible;
- The right of patient’s family to informed consent of donation of organs and tissues; and
- The right to communicate complaints or grievances regarding his or her care to his or her physician, nurse, nurse team member, consumer advocate or hospital management or administration. This may be done orally or in writing. A written complaint can be made to the Patient Relations Department at Westlake Hospital, 1225 W. Lake Street, Melrose Park, Illinois 60160.
If we are not able to address your concern adequately, The Joint Commission has a toll-free hot line to provide patients, their families, caregivers, and others with an opportunity to share concerns regarding quality of care issues at accredited health care organizations.
The toll-free number is (800) 994-6610 and is available 24 hours a day, seven days a week. Staff members are available to answer calls only on weekdays between 8:30 a.m. and 5:00 p.m. Central Standard Time.
Complaints may also be communicated directly to the Illinois Department of Public Health at (800) 252-4343, or the Illinois Foundation for Quality Health Care at their consumer Helpline of (800) 647-8089.