Policy 1-100	Effective 3/4/2013
Pages 1-6
Patients Rights and Responsibilities	Revised 7/3/2023

Policy

The UT Student Health Center (UTSHC) believes that all individuals have basic rights when receiving healthcare.  Those rights are documented as follows and we are committed to upholding those rights for all who seek care from our staff.  We also believe that this is a partnership with our patient.  In return, patients have basic responsibilities which we respectfully request they uphold and those responsibilities are clearly stated in this policy.

Procedures

A. The UTSHC will ensure the Rights of Patients as set forth and defined by the AAAHC Accreditation Manual, Chapter 1.

Patients shall be treated with respect, consideration, and dignity as stated in the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health”, which is offered to every patient offered at first visit, throughout clinic, and on our website http://studenthealth.utk.edu/ (See Appendix 1).

1. Patients will be provided appropriate privacy throughout their visit through the use of self-check in at private stations or on a personal internet capable device, the use of only a first or last name when the patient is called by the nurse, and a closed door while in the exam room.
2. When the need arises, reasonable attempts are made for health care professionals and other staff to communicate in the language or manner primarily used by the patient by utilizing translation/interpretation services or aids when required. (See Policy 1-300 Translation/Interpretation Services)
3. Patients are provided, to the degree known, complete information concerning their diagnosis, evaluation, treatment, and prognosis. When it is medically inadvisable to give such information to a patient, the information is provided to a person designated by the patient or to a legally authorized person.
4. Patients are given the opportunity to participate in decisions involving their health care, except when such participation is contraindicated for medical reasons.

 

B. Prior to receiving care, patients shall be informed of their rights. Information regarding the following shall be available to patients and staff:

1. Patient rights, including those listed in Standard I.A. of this policy as outlined in the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1), including the right of patients and providers to have a chaperone present during any examination, treatment, or procedure, regardless of their gender. “Everything You Need To Know About Student Health” At any time during an office visit, the patient or provider may request an assistant or chaperone.
2. How to voice grievances regarding treatment or care:
   Patients may voice grievances at the Student Health Center by contacting Darrell Bracket, SHC Associate Director, at (865) 974-2253 or by e-mail at dbracke3@utk.edu. This contact information is posted on the UTSHC website and in the Patient’s Rights & Responsibilities brochure (See Appendix 1).
3. Methods for providing feedback, including complaints:
   Patients may make suggestions for service improvement, complaints, and/or compliments of care provided at the Student Health Center by contacting Darrell Bracket, SHC Associate Director, at (865) 974-2253 or by e-mail at dbracke3@utk.edu. This contact information is posted on the UTSHC website and in the Patient’s Rights & Responsibilities brochure (See Appendix 1).
4. The patient’s right to change providers if other qualified providers are available.
5. Advance directives, as required by state or federal law and regulations:
   Patients have the right to create an “Advanced Health Care Directive” document for end of life health care decisions.  The State of Tennessee document template may be obtained by going to the following website https://www.tn.gov/tenncare/members-applicants/redirect-advance-directives-and-living-wills.html (See Appendix 3. Approved by Tennessee Department of Health, Board for Licensing Health Care Facilities, February 3, 2005).

 

C. Prior to receiving care, patients are informed of their responsibilities. These responsibilities require the patient to:

1. Provide complete and accurate information to the best of their ability about their health, any medications taken, including over-the-counter products and dietary supplements, and any allergies or sensitivities.
2. Follow the agreed-upon treatment plan prescribed by their provider and participate in their care. To ask us questions!
3. Provide a responsible adult to transfer them home from the facility and remain with them as directed by the provider or as indicated on discharge instructions.
4. Accept personal financial responsibility for any charges incurred.
5. Behave respectfully toward all the health care professionals and staff, as well as other patients and visitors. This includes but is not limited to being mindful of the needs of other ill students and cancelling an appointment which cannot be kept by calling the appointment line at (865) 974-5080. Additional patient conduct, responsibilities, and participation requirements are as outlined in the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1).

 

D. Information about the SHC shall be available to patients, including:

1. Services available at the organization:
   As demonstrated through educational sessions during freshmen and transfer orientation, English language Institute tours, in print in the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1) and electronically on the Student Health website.
   Including the following:  Primary medical care; Allergy, Immunization, and Travel Clinic services; Women’s Health care; Diagnostic Radiology and Laboratory services; specialty clinics of Sports Medicine Clinic, Physical Therapy, General Surgery Consult Clinic, and Pharmacy Services.Including the hours of operation: Monday, Tuesday, Thursday and Friday 8:00 a.m. – 5:00 p.m. and Wednesday 9:00 a.m. to 5:00 p.m. as are printed on the Student Health Center building entrance, printed brochures, and on-line.  Contact phone numbers for appointments, billing, etc. are available in print and on-line as well.
2. Provisions for after-hours and emergency care, including:
   Availability of these services as noted on the “Student Health Closed” telephone message, posted at the front entrance to the Student Heath Building, in the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1), and at the Student Health website http://studenthealth.utk.edu/.The UTSHC special pricing agreement with the University of Tennessee Hospital Emergency Room permitting students to be seen for after-hours care.  The student must present their student I.D. and private health insurance information to receive this special pricing discount.The utilization of emergency medical services transport (911) is the student’s personal financial responsibility.
3. Fees for services:
   The Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1), outlines the services utilized at the UTSHC that incur charges.
   Additionally, this information is available on the Health Center website, and includes the following:
   Charges are incurred for all lab and x-ray services, immunizations, antibiotic injections, orthopedic appliances, physical therapy, consumable products, and prescriptions. However, the pharmacy is a privately owned entity and it does file most private insurances.
4. Payment policies and payment methods, including:
   The Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1), outlines the payment procedures utilized at the UTSHC. Additionally, this information is available on our website, and includes the following:
   UTSHC accepts cash, checks, and credit cards (VISA, MasterCard, and Discover).The only health insurance that UTSHC will file is the U.T. sponsored Student Health Insurance Plan that is noted on the U.T. website.UTSHC does not participate in Medicaid or Medicare or file Medicaid or Medicare claims. If a Medicaid or Medicare eligible patient wishes to be seen at UTSHC, they will be informed that charges for all billable services will be their responsibility and that they will not be able to file a reimbursement claim for those charges.

   Payment is not required on the day of service; however, students may pay their charges in room 289. Otherwise, charges will be transferred and recorded on the Monday morning of the week following treatment to the Student’s Bursar account. Students may pay the Bursar for services rendered. Students may request a statement to submit to their insurance company for reimbursement.

   Currently enrolled students who pay any portion of the Student Program & Services fee and are a Knoxville Campus based student are eligible to be seen at Student Health. Distance learners, Visiting Scholars, and regular UT employees who are students are not eligible for services. Part-time students taking less than 9 hours may meet other eligibility requirements as set forth in Policy 2-450, Patient Eligibility for Services (See studenthealth.utk.edu/eligibility). Distance learners and U.T. Regular Employees who are students are not eligible to be seen at UTSHC.

5. The credentials of health care providers:
   Credentials of the health care providers are available at either the Student Health website http://studenthealth.utk.edu/ under the “Clinic & Services” Heading or the lobby of the Student Health Center.
6. The absence of traditional malpractice coverage, including the matter that:
   State of Tennessee Employees are individually immune from suit. Any potential claimant must instead make a claim against the State of Tennessee pursuant to the Tennessee Claims Commission Act, Tenn. Code . §§ 9-8-301 et. seq.. More information can be found at https://treasury.tn.gov/Services/Claims-and-Risk-Management/TORT-Liability. Claims can be filed through the online portal found at the state’s website (See Appendix 4).

 

General Information to Enhance the Health Visit

1. All patients are offered the Patient’s Rights and Responsibilities brochure, “Everything You Need To Know About Student Health” (See Appendix 1) which explains the patients’ rights and responsibilities and is available in print and on our website.
2. Students may make an appointment by:

1. 1. Calling our appointment line at (865) 974-5080
   2. Coming to the front desk and asking for an appointment from the receptionist, or
   3. Calling the Telephone Triage Nurse at (865) 974-5080.

3. Patient disclosures and records are treated confidentially in accordance with the UT Student Health Center Notice of Privacy Practices (See Appendix 2). Patients are required to submit in writing the release of any or all medical records.  The only exception is when a legal request is submitted and the UTSHC is required by law to submit the documents.  The information released shall be the minimum as requested. (See “Records Request” option on the UTSHC website for full details and the appropriate forms to utilize). A more detailed explanation is offered in Chapter 6, Clinical Records and Health Information.