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Learn more about your rights and responsibilities as an Intermountain patient
During your stay, you'll learn a lot about your care-your medications, your treatment, and your progress. That means you may be the first to notice if something isn't quite right. We encourage you to ask us questions, raise concerns, and probe for answers until we've made things clear to you.
You can ask us about anything. It won't hurt our feelings. In fact, we'll be glad you did.
"Who are you?"
You can expect healthcare workers to wear badges and introduce themselves. If you're unsure about who's caring for you, we hope you'll ask.
"What do you mean?"
You have the right to understand every word caregivers say to you—whether they're talking about medications, test results, or treatments. If it's not making sense to you, please ask us to explain things in a way you can understand.
"What does this form mean?"
You should fully understand everything you're given to read or asked to sign. Forms can be confusing, so take your time and ask questions.
"Do you know who I am?"
Nurses and doctors should check your identity, and call you by name, before they give you medication or treatment. Show your wristband. Speak up if you think a caregiver has confused you with someone else.
"Stop. Have you marked my procedure site?"
For most surgeries and procedures, it's our practice to use a special pen to mark the part of your body where the procedure or surgery will be done. We may also recheck and discuss the site with you before the start of your procedure. If you have any concerns, please let us know.
"Have you met my family?"
If you're nervous or embarrassed to ask a question or raise a concern, sometimes a family member or "designated spokesperson" can do it for you. If we have your permission, we're happy to talk with them and share your confidential information. Just let us know.
"Did you wash or sanitize your hands?"
Everyone who comes in to provide care for you—nurses, doctors, and even friends and family—should wash their hands. Please remind them if they forget.
"Is that my medication?"
Please provide a complete list of your home medications, allergies, and reactions. If you don't recognize a medication or think it's the wrong one, ask if it's really for you. If it's new, have the possible side effects described in a way you can understand.
If you have a complaint or grievance about the quality of your care, you, your family member, or surrogate should contact the immediate supervisor of the unit or department, send an email to PatientFeedback@imail.org, or call the Intermountain Patient Advocacy Line at 1 (855) 442-7855 from 9:00 a.m. – 5:00 p.m.
To file a grievance with the State of Utah, call 1(800) 662-4157 or send a letter to the Utah Bureau of Health Facility Licensing, Certification and Resident Assessment, P.O. Box 144103, Salt Lake City, UT 84114-4103. To file a grievance with the State of Idaho, call Idaho Bureau of Facility Standards at 1(208) 334-6626, by mail to: P.O. Box 83720, Boise, Idaho 83720-0009 or 3232 Elder Street, Boise, Idaho 83705 or call the Idaho Board of Medicine at 1(208) 327-7000.
Medicare Beneficiaries can file a complaint regarding the quality of care, disagree with a coverage decision, or to appeal a premature discharge with the Quality Improvement Organization (QIO) in the following ways:
Any patient or other person who believes he/she may have been subject to discrimination can file a discrimination complaint or grievance by contacting Intermountain’s 504/Civil Rights Coordinator at 1 (800) 442-4845 (TTY Users: 711) or compliance.hotline@imail.org.
You can also contact the Office for Civil Rights at 1 (800) 368-1019 (TTY Users: 1 (800) 537-7697), through the Civil Rights Complaint Portal at https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf, by fax (202) 619 – 3818, or by mail at: U.S. Department of Health and Human Services, Office for Civil Rights, 200 Independence Ave. SW, Suite 509 F, HHH Building, Washington, D.C. 20201. Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.
Our vision is to be a model health system by providing extraordinary care and superior service at an affordable cost. If you or a loved one have a patient care concern, please let us know via the link below, or give us a call at (855) 442-7855.
If you have questions or need assistance, please contact us. We're here to help.