Patient Rights & Responsibilities

UNDERSTANDING YOUR RIGHTS & RESPONSIBILITIES

Healthcare is a two way process between you (the patient) and the staff who care for you. You have the right to expect high quality care, but there are also things you can do to help ensure that you receive this. Evercare Hospital Chattogram believes it is important for patients to understand both their right and their responsibilities in this process.

patient_rights Patient Rights & Responsibilities

YOUR RIGHTS AS A PATIENT

Each and every member of Evercare Hospital Chattogram is committed towards providing you excellent care, both clinical and personal. It is our policy to ensure that your individuality and dignity is respected and you receive timely, safe and comfortable care. We support your rights and encourage you to participate in critical and vital decisions which affect your well-being. Our constant endeavour is to go beyond your expectations in respect to your care and with this intent, we wish to inform you of the various rights you have as a patient in this hospital.

1. Right to proper medical care The right to receive proper medical care is assured to all. You have the right to receive the best care medically indicated for your problem, regardless of race, sex, religion, nationality, source of payment for your care, etc. The treatment and care at Evercare Hospital Chattogram is delivered in accordance with international professional standards and quality in healthcare. Medical treatment shall be provided according to the specified terms and arrangements within the medical systems of Evercare Hospital Chattogram.

2. Right to seek and receive all information necessary for you to understand your medical condition You have the right to know the name of the doctor and other hospital staff responsible for your care, and the right to talk to them. You are entitled to know the probable diagnosis, planned course of treatment, and prognosis for the future. You have the right to ask your doctor or nurse any question that concerns you about your health. If you speak another language, have a physical or mental disability, or just do not understand something, you will be provided assistance so that you can make informed healthcare decisions. Parents, guardians, family members, or other individuals who you designate can represent you if you are not in position to make your own decision.

3. Right to be treated respectfully Your individuality will be respected and difference in cultural and educational background taken into account while giving care. Whenever you have any query, you will be listened to and you will receive an appropriate helpful response respectfully.

4. Right for a second opinion You have the right to ask for a second opinion from another doctor in Evercare Hospital Chattogram or its Medical Board if you feel that the decision made about your treatment by your primary doctor did not suit your treatment needs. However, we request you to be reasonable and justified in such matters.

5. Right to leave the hospital You have the right to leave the hospital even if your doctor advises against it. However, if you decide to leave, the hospital will not be responsible for any harm that this may cause you, and you will be requested to sign a “Discharge Against Medical Advice” form.

6. Right to be free from any restraint or seclusion You have the right to be free from any form of restraint or seclusion that is not medically necessary or used as means of coercion, discipline, convenience or retaliation by the staff. Restraint or seclusion may only be used to improve your well-being or protect you from harm, and when you or your family members have been informed and given approval by written consent.

7. Right to privacy and medical confidentiality Your privacy is assured at all stages of your treatment. Your doctor or any other member of the hospital will not disclose any information concerning you which comes to their knowledge during the course of your treatment to another party, provided you have given consent for the same. However, information may be disclosed to specific authorities if your doctor or the hospital is so instructed by law, or if the information is needed for your continued treatment.

8. Right to informed consent No medical treatment shall be administered unless you or designated members of your family have consented to it. Such consent will be “informed” based on the diagnosis, the nature of the proposed treatment, the risk involved (including pain and discomfort), and the chances and risks of alternative treatment or lack of any treatment at all. Your doctor will furnish the information to you at the earliest stage of the treatment in a manner that maximizes your ability to understand the information and to make a free and independent decision.

9. Right to access medical information You are entitled to receive information concerning your treatment, including a copy of your medical record from your doctor or from the hospital. In cases where such information may cause serious harm to your health or endanger your life, your doctor may decline to give you such information. The hospital’s Ethics Committee may endorse or change your doctor’s decision.

10. Right to care under emergency In case you are in a medical emergency, you will be eligible unconditionally to receive medical treatment. The doctor to whom you turn up or be referred to, is obliged to examine and treat you to the best of his/her ability. If the doctor is unable to do so, he/she will refer you to a facility that can provide the medical care which suits your requirement. In case of any life or limb saving situation, our doctor(s) will go ahead with the required emergency management, even against your will, as per our hospital policy.

11. Right to be informed about cost of treatment You have the right to understand and receive information on the payment of hospital bills on a day-to-day basis in accordance with the policies of the hospital.

12. Right to complain You have the right to complain to the hospital authorities against your health plan, doctor(s), or any other healthcare personnel. It could be complaint about waiting time, operating hours, conduct of healthcare personnel, adequacy of the healthcare facilities, etc.

YOUR RESPONSIBILITIES AS A PATIENT

Your rights are balanced by your responsibilities as a patient, which can help your caregivers work more efficiently. Please do the following and help yourself, as well as the hospital staff:

Be on time for appointments and inform the hospital if you cannot keep the appointment.

Be honest with your healthcare providers and inform your physician about your present illness, previous hospitalization details, and any other matter relating to your health which would help the physician treat you better. We request you to participate in decision making and ask questions in case of doubts.

The hospital staffs have demanding work, often under stressful circumstances. You can help them by treating them considerately. Violence or racial, sexual or verbal abuse is completely unacceptable.

Please follow all advice given by your caregivers. If you are worried or have any doubt about an advice, discuss it with your caregiver.

Please take all the medicines prescribed to you by your doctor and complete the course of treatment.

Improvement of services will only be successful if we know what you think about them. Help the staff by filling the “Feedback Forms” if they approach you.

Use emergency services in a real emergency situation only. Do not forget that there are seriously ill people who need to use these services.

Respect the rights of other patients and staff of the hospital. Please ensure that your visitors are considerate to other patients, and strictly observe the “Visiting Hours” policy of the hospital.

Please observe “No Smoking” and other rules of the hospital.

It is your responsibility to be prompt with payment of your hospital bills, and to provide information essential for processing your bills, wherever necessary.

Admission & Payment Guide

ELIGIBILITY FOR ADMISSION

At Evercare Hospital Chattogram, patients can be admitted as an in-patient either from out-patient department (OPD) or from Emergency.

After consultation with the patient in OPD, depending on patient’s condition and need, the Consultant may advice the patient for admission

In emergency cases, after primary evaluation, the patient might require admission in ward or ICU

In both cases, the hospital will provide you an Admission Notification Form

BEFORE ADMISSION

Aside from giving you the Admission Notification Form, your Consultant will advice you on the treatment plan and expected length of hospital stay before admission. You are requested to arrange necessary financial requirement prior to your admission. Based on treatment plan and the expected length of hospital stay, the billing estimate can be collected from our Billing Executives. You can visit our Admission Desk for queries or information on admission process or you can call our Admission Desk at +88-0241380350-61 Ext- 1021

DOCUMENTS TO BRING FOR ADMISSION

For admission, you should bring Admission Notification Form given to you from the Consultant’s desk when he advised admission and your UHID card. If the patient is under 15 years of age, please bring Birth Certificate. For foreign patients, please bring your passport.

Corporate patients are required to produce the customized silver coloured corporate card at the Admission Desk for availing premium service. In case of emergency, the organization’s employee ID card may be accepted. For corporate clients having credit facility agreement with Evercare Hospital Chattogram for in-patient service, LOA (letter of authorization) will be required from their organization to avail the same.

ADMISSION & PAYMENT

Registration for New Patients

For new patients, you need to first get a one-time registration and you will be issued a Unique Hospital Identification (UHID) number and card. For details on the registration process, click Registration & UHID

Admission Desk

Our Admission Desk provides 24-hour service. If you are getting admitted from out-patient consultation, on your arrival at the Admission Desk, you will be requested to provide some information, which will enable us to handle your case with better understanding and also to keep track for follow-up at a later date. This information is necessary and we appreciate your cooperation with our admission personnel. You are requested to give the correct information, as this may also help you in case of insurance claim.

Corporate patients are required to produce their customized silver coloured corporate card at the admission desk for availing premium service. In case of Emergency, organization’s employee ID card may be accepted. For corporate clients having credit facility agreement with Evercare Hospital Chattogram for in-patient service, LOA (letter of authorization) will be required from their organization to avail the same.

Bed Categories

You may choose from different categories of in-patient beds/rooms of the hospital, including standard, semi-private, private, deluxe, super deluxe, and suite. Beds/rooms are allotted depending on your choice and availability. We also have Day Care Unit for patients who have had out-patient procedures, as well ten specialized state-of-the-art Critical Care Units for management of critically ill patients.

Please link to the following categories to learn about our bed choices and facilities:

In-patient Facilities

Day Care Unit

Critical Care Units

Bed List & Charges

Duty Manager

Note: Room rent is inclusive of diet charge for patient. If you are availing deluxe/super deluxe rooms or suite, your attendant will also be served with complimentary breakfast, lunch and dinner.

Attendant & Visitor’s Pass

You will be given one Attendant Pass for your attendant to stay with you and two Visitors’ Pass for your well-wishers to visit you during the visiting hours. In case of admission in critical care unit, only one ICU Pass will be issued to your attendant. Patient’s attendant, who wishes to visit a patient in any critical care unit, will be required to collect a coupon from Emergency Billing Counter at Level 1 at a nominal cost. Upon submission of that coupon at the critical care unit gate, you’ll be provided an ICU access kit containing disposable protective wares to wear while entering the area.

Billing & Payment:

Depending upon the room requested and nature of the treatment planned for the patient, an initial deposit will be collected at the time of admission for which a receipt will be issued to you and this will be adjusted in your final bill. In the case of patients who are being admitted for any surgery/package service, the entire amount is payable at the time of admission.

We accept cash in local and foreign currencies, as well as credit cards. We do not, however, accept cheques. While the patient is admitted, at any point the updated provisional bill can be collected from our IP Billing Section at Level 1. Once your bill exceeds your deposit amount, you will be approached by our Billing Executives for further deposit. We request you to pay within 24 hours to avoid any future inconvenience.

Corporate Patients having in-patient credit agreement with the hospital, who cannot produce LOA (letter of authorization), will have to pay the initial deposit, which will be refunded subsequently upon producing the LOA.

For payments, you may contact our billing personnel at level-1 beside Admission Desk or at level 6 and 7 between 9:00 am to 5:00 pm. Payment should be made only to Billing Department personnel and not to any other individual.

For any clarification regarding billing, please contact Billing Manager at +88-0241380350-61 Ext- 1030 (From 9:00 AM to 5:00 PM –Except Holidays)

Admission timing:

If admission is between 9:00 am to 12:00 noon, no extra charge will be applicable for previous day.

If admission is between 6:00 am to 9:00 am, half day bed charge will be applicable for previous day.

If admission is before 6:00 am, full day bed charge will be applicable for previous day. Grace time at admission is 3 hours.

Retaining Bed: When the patient is in a critical care unit, he/she is also allowed to retain a bed/room. However, the patient will be charged for double occupancy (Bed charge + critical care unit charges)

Bed Transfer: In the event of bed transfer during the course of treatment, the higher category bed charge will be applicable on the day of transfer. However, the charges for higher category will be applicable only if the patient has stayed more than 3 hours in the higher category.

OT Booking: On the evening before OT, an OT booking charge will have to be paid to ensure surgery next day. Please note, this is essential for prior planning and scheduling of operations in order.

DischDISCHARGE GUIDE

Your physician will determine when you are well enough to leave the hospital; he will notify this in “Patient’s Medical Record” and write the discharge order.

We are committed to ensure discharge arrangements are completed within two hours after the doctor has visited you and given clearance for you to be discharged. You are advised to plan your departure accordingly.

Your nurse will inform you when the discharge process is complete and your bill has been prepared.

Ward Secretary will inform the patient/patient’s attendant when the final bill is ready and provide the Billing Clearance Slip. With the Billing Clearance Slip, the patient attendant will go to the IP Billing Counter (located in main lift lobby of Level 1 or Level 7) to settle the bill.

Billing Department will provide two copies of final bill and settlement money receipt, of which one copy has to be submitted to the Ward Secretary who will then give you Discharge Summary and Investigation Reports.

The Floor/Ward Doctor will explain the Discharge Summary, along with other instructions.

While waiting, we hope you will take a few moments to complete our Patient Satisfaction Survey, which will be given to you by a staff member.

Please have your personal belongings (including items in safekeeping) ready to go and advise the person taking you home to bring the car from the parking lot to the front entrance by the outside lobby.

In case you require wheel chair/stretcher, ambulance service, please inform the Ward Secretary for the same. Please vacate the room at the earliest convenience for allowing other patients in need to avail the required facilities.

CHECKLIST TO FOLLOW WHEN LEAVING

Going Home is a happy time for you, but still care to remember the following issues before leaving the hospital:

Have you kept the copy of the hospital bill and all other papers given to you by your caregivers? This will help in filling your insurance claim.

Have you checked the wardrobe, bedside furniture and bathroom for personal items?

Have you received prescription from your doctor and did you understand the instructions?

Have you booked a follow-up appointment with your doctor/surgeon?

Have you returned the Attendant Pass in the In-patient Cash Counter?

Have you returned your Feedback Form with suggestions to the Ward Secretary?

Has your Floor Doctor informed you about your discharge medication? If not, please meet him before you leave

CHECK-OUT TIME

Check-out time is 12.00 noon (grace time at admission is 3 hours and at discharge is 1 hour).

If the patient discharges after 1:00 pm to 6:00 pm, half day bed charge will be applicable.

If the patient discharges after 6:00 pm, full-day bed charge will be applicable

A NOTE FOR PATIENTS UNDER INSURANCE COVERAGE

Please be prepared to pay the cost of charges not covered by your insurance policy. Please keep copy of the hospital bill and all other papers given to you by your caregivers to help you in filling your insurance claim.

Visiting Hours & Rules

PATIENT VISITING HOURS

For the safety of our patients, their caregivers and visitors, we ask you to limit visits to the hours specified below:

Morning: 10.30 am to 11.30 am

Evening: 5.00 pm to 7.00 pm

VISITORS’ RULES

Please follow the rules below and assist us in maintaining a peaceful environment for our patients and facilities:

Visitors are strictly prohibited in ICUS, OTs, and Dialysis Unit.

Children below 12 years of age are prohibited as visitors as they are more susceptible to infections.

It is important for your visitors to be considerate towards other patients while they are visiting. Please remember that other patients may be wishing to rest or sleep during visiting hours.

To ensure rest and quietness, you are requested to restrict the number of visitors. Too many visitors could increase infection in the ward/room, and this also puts additional burden on our housekeeping staff and hampers others services. We ask that patients receive no more than two visitors at a time.

Please keep conversation and activities in the hallway short. Being quiet outside the patient rooms is important to ensure the comfort of our patients and families.

Visitors are not allowed to bring flowers and food from outside. These are sources of spreading infection, and hence, strictly prohibited in the hospital. The hospital provides the patient with diet prescribed his/her doctor.

Visitors and attendants are not allowed to bring their own personal electronic gadgets like DVD, music system, etc. Television with common or cable TV connections are provided in all patient and public areas of the hospital.

Smoking is not permitted in the hospital or within 50 feet of the buildings, entranceways, balconies and/or courtyards, except the designated “Smoking Area”. The smoking area is located in the back yard of the hospital premises, adjacent to the waste disposal room. Similarly, the hospital policy strictly prohibits consumption of alcohol anywhere in the hospital premises.

Patients and visitor are requested not to take any photographs inside the hospital. Parents of newborn babies will be gifted with 5-7 snaps of the baby by the hospital.

The hospital employees have been instructed not to accept any tip or gratuity from patients or visitors, because as a service organization, we wish to extend every courtesy to you. We appreciate your cooperation in maintaining this policy.

HOSPITAL AMENITIES FOR VISITORS

The hospital has various amenities for its visitors including parking facilities, pharmacy, Food Village (restaurant), ATM booth, water dispensers, hygienic wash rooms, waiting areas with television & brochure/newspaper stands, security services, etc.