We are united in guiding every person to their best health. One way we do that is by making sure we come around patients to help them understand what it means to be a patient at Kettering Health.
We invite every patient’s comments, questions, and concerns. We encourage you to share them with your nurse, nurse manager, department manager, or supervisor for your care.
If you have a question about a bill, need an itemized statement, want to update insurance information, or need to dispute a bill, please call (937) 384-8788.
Having access to your medical records or the medical records of a loved one is a necessary quality to receiving care. If you need information about your medical record or need to obtain yours or a family member’s, please call (937) 752-2200 or visit Medical Records.
Surgery Costs and HCAPS Application
If you need surgery price quotes, your medical center’s financial advisor will provide that information. They can also help you apply for HCAPS and help you understand how to pay through Medicare, Medicaid, and Social Security.
- Kettering Health Dayton: (937) 723-4055
- Kettering Health Greene Memorial: (937) 352-2421
- Kettering Health Hamilton: (513) 867-4178
- Kettering Health Main Campus: (937) 395-5178
- Kettering Health Miamisburg: (937) 384-6172
- Kettering Health Washington Twp: (937) 723-4055
- Soin Medical Center: (937) 352-2421
Patient Bill of Rights
We recognize and respect every patient as an individual with unique healthcare needs. And we want to give our best to every patient to help them achieve their best. The patient, or their legal representative as appropriate, has the right to make decisions regarding their medical care, including the decision to discontinue treatment, to the extent permitted by law. Assistance is given to the patient and family in the exercise of their right to make informed decisions regarding medical care.
We believe that mutual understanding between patients and healthcare personnel is vital in the care and recovery process.
You have the right to be treated with respect, compassion, and consideration.
We will endeavor to respond to your requests for service, aid, and comfort as promptly and effectively as possible, and hospital personnel will attempt to answer any questions you may have regarding the hospital or its services. We do not discriminate in providing treatment to our patients on the basis of race, sex, age, religion, sexual orientation, education, national origin, or source of payment.
You have the right to information about your illness and method of treatment.
You have the right to understand your health problems and to know who will be medically responsible for your care. Your physician should endeavor to give you information concerning your medical condition, including the results of tests or procedures, in language that you can be expected to understand. Please ask your physician if you have any questions.
You have the right to be informed of major, reasonably foreseeable risks in any medical procedure or treatment recommended by your physician before the procedure or treatment is instituted. Upon request, you also have the right to be informed of alternate available forms of treatment. Depending on the nature of the procedure, you may be asked to sign a medical care consent form.
You have the right to address questions and concerns relating to the nature of your illness, the treatment to be given, and the probable medical outcome with your physician.
You have the right to have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital.
The Health Insurance Portability and Accountability Act (HIPAA) enacted by the Federal government, provides protection for the privacy of your records. You will receive a Notice of Privacy Practices from us, which outlines ways we may use information you provide us and procedures you may take to limit our use of it.
The Health Insurance Portability and Accountability Act (HIPAA), enacted by the Federal government, defines your right to see your records. This law provides steps you will need to take to see the records. You will receive a Notice of Privacy Practices from us, which outlines the process to access your records.
You have the right to expect quality care.
You have the right to expect high standards of patient care. Since this is a teaching hospital, your physician’s care may be augmented by the services of resident physicians, medical students, nursing students, and other student health workers. You have the right to know the professional status of any person providing your care.
You have the right to request a consultation.
Should you desire, you have the right to request a consultation or to request a different physician. This will be facilitated according to medical staff policy.
The physician also has the right to accept a patient or to terminate the physician-patient relationship after making reasonable arrangements for continuity of care within the hospital setting.
You have the right to agree or refuse to participate in research or evaluative studies.
If you are asked to participate in studies or procedures for research purposes, you have the right to a full explanation of the expected benefits and potential risks before you agree to participate. You also have the right to refuse to participate. Your refusal to participate will not affect your access to necessary services.
You have the right to refuse treatment.
You have the right to refuse treatment to the extent provided by law.
You have the right to leave the hospital.
You have the right to leave the hospital even if your doctors advise against it, unless you have certain diseases, which may affect the health of others, or if you are incapable of maintaining your own safety. If you decide against your doctor’s advice, neither your doctor nor the hospital will be responsible for any harm that this may cause you, and you will be asked to sign a “Discharge Against Medical Advice” form. You should know that your leaving against medical advice might jeopardize your hospital insurance coverage.
You have the right to expect a reasonable response to your request for service.
Every effort will be made to determine if your request can be filled. When possible, your request will be filled in a timely manner consistent with the priority of your needs.
You have the right to know the reasons for your transfer, either within or outside the facility.
We will endeavor to keep you informed of the reasons to transfer you within the hospital or to transfer you to another facility.
You have the right to receive financial information.
You have the right to inquire concerning the possibility of financial aid in the payment of your hospital costs. You may direct questions to your financial advisor. You are entitled, upon request, to an explanation of your hospital charges after you have been billed. You also have the right to know the relationship(s) of the facility to other persons or organizations participating in your care.
Pursuant to Section 3727.12 of the Ohio Revised Code, you are entitled, upon request, to a list of the usual and customary charges for room and board, and the usual and customary charges for a selected number of x-ray, laboratory, emergency room, delivery room, physical therapy, occupational therapy, and respiratory therapy services.
You have the right to request information and assistance concerning continuing care.
When it is medically advisable to transfer you to another medical or extended care facility, you will be told the reasons for the decision, and the alternatives to such a transfer. You may request information about such facilities and assistance in making the necessary arrangements with the Social Services Department. At Main Campus and Miamisburg medical centers, they can be reached at ext. 57216. At Dayton and Washington Township medical centers, the extension is 3300.
You have the right to obtain an Advance Directive.
The Hospital and its professional staff have a duty to comply with such advance directives. Ohio law authorizes Living Wills and Durable Powers of Attorney for Health Care. Ohio law also provides for the DNR (Do Not Resuscitate) Order. This law discusses the use of two specific doctor orders, the DNR Comfort Care Order and the DNR Comfort Care Arrest Order. Both of these laws enable patients to specify whether – under certain circumstances – they want their lives prolonged and give patients the ability to choose the extent of the treatment they wish to receive at the end of life. Other advance directives patients can draft regard Organ donation and Hospice care. Advance Directives are available to patients in both the inpatient and outpatient areas of the hospital. Patients receive appropriate assessment in both the inpatient and outpatient settings and any Advance Directives a patient may have are equally honored in both settings. Assistance will be provided to a patient in formulating their wishes, if applicable under Ohio law.
You have the right to get information concerning and participate in ethical issues that may arise in the course of your care.
Kettering Health has a formal process that is used to consider ethical issues arising in the care of patients and to provide education to caregivers and patients on ethical issues in healthcare.
You may contact the Ethics Committee by dialing (937) 395-8220 or by asking any nurse or any chaplain.
You have the right to be informed about the outcomes of care, including any unanticipated outcomes or an unexpected occurrence involving death or serious physical or psychological injury, or the risk thereof.
Patients and, when appropriate, their families, will be advised of the outcomes of the patient’s care that the patient must be knowledgeable about in order to participate in current and future decisions about their care. Additionally, you, or your family as is appropriate, may expect to be informed by a licensed independent practitioner (LIP) or his/her designee of any unanticipated outcomes of care. Furthermore, the LIP or his/her designee will share with you, or your family as is appropriate, any information regarding the unanticipated outcome/event that will assist you, and/or your family, in making appropriate decisions regarding your current care and treatment as well as any necessary continuing or future care and treatment. Contained within our medical staff rules and regulations and within our Ethics policy (AM-06) are the specific processes hospital staff use should such an event occur.
Patient safety processes are in place to evaluate, educate, and improve patient safety on a daily basis. Kettering Health has a responsibility to promote patient safety and error reduction. This is accomplished through the identification and prevention of medical errors through the prospective analysis and redesign of vulnerable patient systems, the promotion of a culture of non-punitive reporting, and the responsibility to tell a patient if he or she has been harmed by the care provided. Each Kettering Health staff member is expected to participate in the patient safety program at Kettering Health by actively supporting and following the patient safety/performance improvement initiatives, following the recognized accreditation patient safety goals and recommendations. Safety measures are in place to prevent major adverse outcomes to the patient.
You have the right to know the reasons for any proposed change in the Professional Staff responsible for your care.
Every effort will be made to keep you informed of any proposed or requested changes in the Professional Staff that is responsible for your care.
You have the right to be free from all forms of abuse and harassment, and to receive care in a safe setting.
Kettering Health staff will continue to serve the community with quality care and will provide your care within the acceptable standards. You have the right to receive care in a setting that is safe and an environment that is free from hazards. If you find something unsafe or hazardous, please make us aware. You may contact the Patient Relations Department in person or at extension 58613 at Main Campus and Miamisburg medical centers or extension 3213 at Dayton and Washington Township medical centers. We appreciate your assistance in making us aware of such situations.
You have the right to be free from any form of restraints that are not medically/behaviorally necessary, seclusion included, in any form imposed as means of coercion, discipline, convenience, or retaliation by staff.
Patient safety is of utmost importance and a primary goal. Restraints or seclusion can only be used if needed to ensure a patient’s physical safety, and less restrictive interventions have been determined ineffective. Kettering Health follows the guidelines of the State of Ohio and other governmental agencies concerning restraints and seclusion.
You have the right to appropriate assessment and management of pain.
We will endeavor to help manage your pain as effectively as possible. Your care and recovery are important to us.
You have the right to be involved in all aspects of your care.
Kettering Health encourages our patients and families to be involved in all aspects of their care. We attempt to promote this by obtaining a patient’s informed consent, managing pain appropriately and effectively, and encouraging patients to complete Advanced Directives regarding their care.
You have the right to have end-of-life care addressed.
Patients and their families may be involved in making end-of-life care decisions. Such decisions might include resolving dilemmas that arise concerning that care. Decisions regarding the opportunity to forego or withdraw life-sustaining treatment or to withhold resuscitative services are some examples of the types of decisions you might be asked to make. You have the right to be treated with comfort and dignity. Our staff will respect a patient’s needs by providing the appropriate treatment according to the wishes of the patient or surrogate decision-maker. This may include the appropriate and effective management of pain and sensitivity addressing issues concerning autopsy and organ donation. Respecting the patient’s values, religion, and philosophy, we involve the patient and family in the care of the patient. We endeavor to respond to the psychological, social, emotional, spiritual, and cultural concerns of the patient and family.
You are responsible for giving complete and honest information.
Upon admission, you are responsible for providing accurate and complete information about your present complaints, past illnesses, allergies, hospitalizations, medications (including over-the-counter), vitamins and herbal supplements, and other matters relating to your health. Additionally, you and your family are responsible for reporting perceived risks in your care as well as any unexpected changes in your condition.
It is also your responsibility to provide feedback about your service needs and expectations.
You are responsible for asking questions if you do not understand what you have been told about your care or about what you are expected to do. This is necessary as you, and your family, are responsible for following the care, service, or treatment plan developed. You or your family should express any concerns you may have about your ability to follow and comply with the proposed care plan or course of treatment. This is important as you, and your family, are responsible for accepting the consequences and outcomes of the care, services, or treatment plan if not followed.
Your responsibility is to be reasonable in making requests for care and assistance.
You, and your family, are responsible for following hospital rules and regulations concerning patient care and conduct. You have the responsibility to cooperate to the best of your ability and to do so in a considerate and courteous manner with the hospital personnel during your hospital stay.
You have the responsibility to be considerate of others.
You have the responsibility to be considerate of other patients and to see that your visitors are considerate as well, particularly in regard to noise, use of the television, the number of visitors, and the adherence to the no smoking policy (smoking is permitted only in pavilions located outside hospital entrances).
You are responsible for keeping appointments.
In order to assure continuity of your care, it is important for you to keep your scheduled appointments for treatments and tests and to cooperate with all personnel who are assisting you in carrying out your healthcare plan.
You have the responsibility to settle hospital bills promptly.
You and your family are responsible for promptly meeting any financial obligation agreed to with the hospital. You have the responsibility to provide the information necessary for insurance processing and to be prompt about asking questions concerning your bills.
Our responsibility is to provide for you, the patient, quality healthcare in an atmosphere where physical, emotional and spiritual recovery and growth can take place.
Because your comfort, as well as your recovery, are of importance to us we provide a 24-hour-a-day on-call patient relations service. Let us know if you have any questions or suggestions concerning your hospital care.
Kettering Health Hamilton: (513) 867-3399
Kettering Health Dayton: (937) 723-3213
Kettering Health Greene Memorial: (937) 702-4005
Kettering Health Main Campus: (937) 395-8613
Soin Medical Center: (937) 702-4005
Kettering Health Washington Township: (937) 401-6180
Kettering Health Miamisburg: (937) 395-8613
Kettering Health is committed to the resolution of any concerns that you may have. If a satisfactory resolution has not been met by contacting your direct caregiver or the Patient Relations Department, you have the right to file a formal grievance. For more information concerning the grievance process, please contact the Patient Relations Department at the numbers listed above.
Patients have the right to file a complaint with the Ohio Department of Health or other state agencies, regardless of whether or not the patient decides to contact Kettering Health’s Patient Relations Departments to share their concern or utilize the grievance process. Patients may reach the Ohio Department of Health through their Hotline at 1-800-342-0553 or at the following address:
Ohio Department of Health
246 N. High Street,
P.O. Box 118
Columbus, Ohio 43266-0118
Attn: Complaint Unit / QA.
Additionally, patients have the right to file a complaint with the Secretary of the U.S. Department of Health and Human Services as well as with Centers for Medicare and Medicaid Services (CMS). The Secretary of the U.S. Department of Health and Human Services may be reached by dialing 1-877-696-6775 or 1-202-619-0257. Their mailing address is:
The U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Washington D.C. 20201
CMS is available by calling 1-410-786-3000 or writing to:
Centers for Medicare and Medicaid Services
7500 Security Boulevard
Baltimore MD 21244-1850
Advanced Directives are documents that state your wishes for medical care. These documents are important for your family and healthcare providers to have on file in the event you’re unable to direct your own medical care.
- The Living Will states your wishes concerning life support equipment, such as whether you would want to be placed on life support.
- The Durable Power of Attorney for Health Care is a document that gives the authority for directing your healthcare to whomever you designate. In Ohio, these legal documents are periodically reviewed and revised by the state Bar Association.
Patient Relations is happy to assist you if you have any other questions.