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Patient Rights

Campbell County Health affirms and supports patient's rights and responsibilities with the expectation that observance of these rights will contribute to greater satisfaction for patients, their families, their physician, and the organization.

Advance Healthcare Directive

All adults can benefit from thinking about what their healthcare choices would be if they are unable to speak for themselves. It’s not an easy conversation to have, but your decisions can be written in a document called an advance directive so others know what they are.

You have the right to give instructions about your own healthcare. You also have the right to name someone else to make healthcare decisions for you. The Advance Healthcare Directive form lets you do either or both of these things.

Learn more about an advance directive and download a form (directions included)

CCH Nondiscrimination Statement

Campbell County Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sexual orientation or gender identity.

View CCH's Nondiscrimination Statement

Concerns or Complaints

If you have a concern, or if you are pleased with our services and staff, let us know. We need to hear about those things that you like and those things that are less than satisfactory in order to constantly improve our services.

Patient complaints and compliments concerning Campbell County Health, Campbell County Medical Group, Campbell County Memorial Hospital and Powder River Surgery Center should contact the Patient Experience Department 307-688-1530.

Concerns and compliments related to residents at The Legacy Living and Rehabilitation Center and Home Health and Hospice should contact Resident Experience at 307-688-7000.

You may also visit The Wyoming Department of Health, Office of Healthcare Licensing and Surveys to voice any concerns you may have at www.health.wyo.gov Their contact information is:

Healthcare Licensing & Surveys

Hathaway Building, Suite 510

2300 Capitol Avenue

Cheyenne, WY 82002

307-777-7123 or http://health.wyo.gov

Our goal is to provide you with quality care in a warm and friendly atmosphere while respecting you as an individual.

You may be contacted after discharge to ask about your hospital stay. Campbell County Health collects this information to improve our services. The company that collects the survey information for us acts as our representative and keeps all information completely confidential.

You can access patient satisfaction information about CCH at www.hospitalcompare.hhs.gov

We assure you that any comment or complaint you may make will not jeopardize your current or future access to care or services at Campbell County Health.

Medicare patients may contact Mountain Pacific Quality Healthcare, the quality review organization for our region, 800-497-8232.

HIPAA

The Health Insurance Portability and Accountability Act (HIPAA) is a federal regulation that went into effect nationwide on April 14, 2003. It establishes a foundation of federal protections for the privacy of health information. Patient privacy is, and always has been, very important to us.

The Notice of Privacy Practices describes the privacy practices of Campbell County Health (CCH), its related and affiliated organizations including Campbell County Medical Group, Campbell County Memorial Hospital, Powder River Surgery Center, The Legacy Living & Rehabilitation Center, among others, and all of their physicians and employees. It applies to services you receive at all CCH service locations. Please contact the Patient and Resident Experience department at 307-688-1530 if you have any questions.

View Notice of Privacy Practices

Medically Necessary Testing

If you have experience with Medicare or a health insurance plan, you probably know that Medicare and insurance companies only cover services that they view as medically necessary to diagnose or treat your health condition, based on criteria decided by the federal government and private Medicare contractors. For more information about what this means, please click here.

At Campbell County Health, we want to help you know ahead of time what services will be covered by your insurance plan. We will make every attempt to contact your provider to request information about the test or service they have requested in order to meet your plan’s definition of “medically necessary”. However, if we don’t receive the requested information, you may receive a written notice from us called an Advance Beneficiary Notice of Noncoverage (ABN) if we think Medicare or your insurance company may not pay for the items or services ordered by your doctor.

The ABN gives you information to make an informed choice about whether or not to receive items or services, understanding that you may have to accept responsibility for payment. You’ll be asked to choose an option box and sign the notice to say that you read and understood it. An ABN isn’t an official denial of coverage by Medicare. You have the right to file an appeal if payment is denied when a claim is submitted.

If you have additional questions or concerns about this process, please call our Patient Accounting department at 307-688-1400.

Patient Rights

Each patient, regardless of race, creed, religion, sex or national origin has the right to:

1. Considerate and respectful care and to receive care in a safe environment, free from abuse or harassment.

2. Understandable information concerning diagnosis, treatment, and prognosis from physicians and other direct caregivers and to know the identities of those providing care. You also have the right to know the financial implications of treatment, insofar as they know, and to an explanation of charges and bills.

3. Appropriate assessment and management of pain and to be free of pain to the extent that is medically possible.

4. Make decisions about the plan of care prior to and during the course of treatment and to refuse a recommended treatment or plan of care to the extent permitted by law and hospital policy and to be informed of the medical consequences of this action.

5. Have an advance directive (such as a living will or durable power of attorney for health care) concerning treatment or designating a surrogate decision maker.

6. Every consideration of privacy. Case discussion, consultation, examination, and treatment should be conducted as to protect each patient's privacy.

7. Have a family member or representative of their choice and their own physician notified of their admission.

8. Expect that all communications and records pertaining to their care will be treated as confidential by the hospital, except in cases such as suspected abuse, commitment hearing, and public health hazards when reporting is permitted or required by law.

9. Review the records pertaining to their medical care and to have the information explained or interpreted as necessary, except when restricted by law.

10. Be free from restraints or seclusion imposed as a means of coercion, discipline, convenience, or retaliation by staff.

11. Access an internal grievance process by contacting the Patient Advocate at 307.688.1530. If the patient feels the grievance has not been resolved to his or her satisfaction, the patient may contact:

Wyoming Department of Health Office of Healthcare Licensing & Surveys
400 Quest Building
6101 N. Yellowstone Road
Cheyenne, WY 82002
307-777-7123 or wdh-ohls@health.wyo.gov
or visit health.wyo.gov/aging/hls/

12. Expect that, within its capacity and policies, the hospital will make reasonable response to the request of a patient and/or parent/guardian for appropriate and medically indicated care and services. When medically appropriate and legally permissible, a patient may be transferred to another facility. The institution to which the patient is to be transferred must first have accepted the patient for transfer.

13. Ask and be informed of the existence of business relationships among the hospital, educational institutions, other health care providers, or payers that may influence the patient's treatment and care.

14. Consent to or decline to participate in proposed research studies or human experimentation.

15. Expect reasonable continuity of care when appropriate and to be informed by physicians and other caregivers of available and realistic patient care options when hospital care is no longer appropriate.

16. Be informed of hospital policies and practices that relate to patient care, treatment and responsibilities. The patient and/or parent/guardian has the right to be informed of available resources for resolving disputes, grievances, and conflicts, such as ethics committees, patient advocates, or other mechanisms available in the institution.

17. Request reasonable accommodation for special needs such as interpretive services or hearing amplified telephones.

18. Access pastoral care and spiritual services.

19. Be informed of his or her rights and responsibilities in writing.

Note: These rights can be exercised on the patient's behalf by a designated surrogate or proxy decision maker if the patient lacks decision making ability, is legally incompetent, or is a minor.

Patient Responsibilities

1. The patient and/or parent/guardian is responsible for providing, to the best of their knowledge, accurate and complete information about matters relating to their health.

2. The patient and/or parent/guardian is responsible for flowing their treatment plan and keeping appointments or notifying the responsible practitioner when unable to do so.

3. The patient and/or parent/guardian is responsible for their actions if they refuse treatment or do not follow the practitioner's instructions.

4. The patient and/or parent/guardian is responsible for being considerate and respectful to other patients, hospital personnel, hospital property and the property of other.

5. The patient and/or parent/guardian is responsible for providing all needed information for insurance process and for assuring that financial obligations are fulfilled as promptly as possible.

6. The patient and/or parent/guardian is responsible for requesting additional information or clarification about their health status or treatment when they do not fully understand information and instructions.

7. The patient and/or parent/guardian is responsible for ensuring that the health care institute has a copy of their written advance directive if they have one.

8. The patient and/or parent/guardian is responsible for informing their physician and other caregivers if they anticipated problems in following prescribed treatment.

9. Patients should also be aware of the hospital's obligation to be reasonably efficient and equitable in providing care to other patients and the community. The hospital's rules and regulations are designed to help the hospital meet this obligation. Patients and their families are responsible for making reasonable accommodations to the needs of the hospital, other patients, medical staff, and hospital employee.

Compare Prices

Visit a Wyoming Hospital Association page that allows health care consumers to receive basic, facility-specific information about services and charges. Visit www.wyopricepoint.com

Compliance Reporting

It is the policy of Campbell County Health (CCH) to fully comply with all the laws and regulations that relate to or affect the delivery of health care services and the billing for those services. These laws and regulations apply to CCH because the system receives payment for services from Medicare, Medicaid, and other government programs.

CCH wants all employees to act in ways to protect and strengthen the Hospital’s reputation for honesty. To do so, the system expects all employees to obey all laws that apply to their jobs and to help the system make sure that all laws that apply to the hospital are followed.

For more information, please call 307-688-2121. Learn more

Press Ganey Surveys: What Patients Need to Know

Feedback from our patients is very important to Campbell County Health.

When you get home from your experience with a CCH entity, it is possible that you will receive an email, postal service mail or text asking you about what we have done well, and what we could do better.

Press Ganey manages CCH's patient satisfaction survey process. You may be randomly selected to participate in a survey about your experience with Campbell County Health one of the following ways:

• Email from noreply@patients.pgsurveying.com
• Postal service mail from Press Ganey
• Text from 91994

If you see any of these, we'd appreciate it if you would take a few minutes to provide this feedback.

CCH cares very much about your comments because they help us improve our services so that we can better serve you and our community. They also help us train, reward and recognize our staff. However, your participation in this survey is voluntary.You have the right to refuse to answer the survey. The caregivers at CCH will not see your specific responses to the survey.

For more information, or to ask questions, please contact CCH Patient Experience at 307-688-1530.

Surveys are mandated by Centers for Medicare and Medicaid Services

Other Surveys

CCH departments and services like Behavioral Health Services, Cardiopulmonary Services, Emergency Medical Services, Campbell County Medical Group Kid Clinic and Wellness conduct surveys about their own specific programs. These surveys are voluntary and typically take minutes to complete. You will either be given a card with a way to access the survey, or be given the survey upon check out.

CCH cares very much about your comments because they help us improve our services so that we can better serve you and our community. They also help us train, reward and recognize our staff. However, your participation in this survey is voluntary. You have the right to refuse to answer the survey.

The caregivers at CCH will not see your specific responses to the survey.

For more information, or to ask questions, please contact CCH Patient Experience at 307-688-1530.

Patient & Family Advisory Council (PFAC)

CCH recognizes that our patients, their families, and our community are the experts in the evaluation of the patient experience. The Patient Family Advisory Council (PFAC)is an avenue for CCH to receive and respond to input from community members with a goal to impact and improve patient experience.