RUHS Patient Welcome Guide 2023

Medical Center Medical Surgical Center (MSC) Hospital Based Clinics Community Health Centers

Patient Guide

Arlington Mental Health Facility (AMF)

Key Information for Your Care

7 Key Ways to Take Charge of Your Care

Benefits of Your Electronic Health Record

For the Whole Health of You | ruhealth.org

Contents

7 Key Ways to Take Charge of Your Care - Pg. 7

3 Benefits of Your Electronic Health Record - Pg. 8

3 4 6 7 8 9 10 11 14 15 16 20 23 24 25

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Proficiency of Language Assistance Services ATTENTION: If you speak another language, language assistance services, free of charge, are available to you.

Call 1-951-486-4320 (TTY: 711).

Riverside University Health System complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex.

Welcome Thank you For Trusting Us With Your Care Thank you for choosing Riverside University Health System (RUHS). We strive to ensure that you receive the best care, given with the utmost compassion and respect.

If you are visiting the Moreno Valley Campus, one of our 13 Community Health Centers or Behavioral Health sites, we have a variety of healthcare services to meet your needs. In addition, RUHS Public Health offers services and programs to help build health into everyday life.

OUR MISSION Improve the health and well-being of our patients and communities through our dedication to exceptional and compassionate care, education, and research.

VISION Lead the transformation of healthcare and inspire wellness, in collaboration with our communities, through an integrated delivery network to bring hope and healing to those we serve.

Your well-being is very important to us. We hope that you find the information in this packet helpful as you plan your visit.

VALUES TRIED

ABOUT US Why We Are the Right Choice for Your Care RUHS provides an integrated approach to complete healthcare for communities in the Inland Empire. From Public Health programs and services to community-based care at one of our Community Health Centers spanning Corona to Coachella Valley, we are here to serve you. Our aim is to make our community a healthy place to live, work and raise a family.

Respect – we embrace diversity and treat one another and those we serve with dignity and compassion

WHAT SETS RUHS APART: • Behavioral Health Integration: Whole life care • 13 Community Health Centers • Promoting Public Health • Emergency and hospitalization services • Care for All—regardless of ability to pay CONTACT US: 26520 Cactus Ave. Moreno Valley, CA 92555 ruhealth.org

Teamwork – we value and cultivate the contributions of team members, academic institutions, and community and corporate partners

Integrity – we uphold the highest standards of professionalism, ethics and fiscal accountability through our commitment to confidentiality, public trust and transparency Excellence – we strive for the best in everything we do, and are committed to continuously improving quality, safety and service Discovery – we welcome innovative ideas and promote learning to provide the latest advancements in healthcare and technology and TRUE—to our values

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Contacts, Locations and Services EXPRESS CARE Walk-In or Call 1-800-720-9553 Locations: Main Campus – CHC 26600 Cactus Ave., Moreno Valley

Open Daily: Corona – CHC 2813 S. Main St., Corona

Riverside Neighborhood 7140 Indiana Ave., Riverside

Mon. – Fri. | 11 a.m. – 8 p.m.

Sat. – Sun. | 8 a.m. – 5 p.m.

Mon. – Fri. | 11 a.m. – 9 p.m.

Sat. – Sun. | 8 a.m. – 5 p.m.

RUHS MEDICAL CENTER AND COMMUNITY HEALTH CENTERS (CHC)

MEDICAL CENTER Emergency and specialty care such as pediatrics, obstetrics and psychiatry; designated Level I Trauma Center and the only Pediatric ICU (Intensive Care Unit) in Riverside County 26520 Cactus Ave. Moreno Valley, CA 92555 951-486-4000 HOSPITAL-BASED CLINICS 26520 Cactus Ave. Moreno Valley, CA 92555 951-486-4000 ARLINGTON MENTAL HEALTH FACILITY 9990 County Farm Rd. Riverside, CA 92503 951-486-4000 4

MEDICAL AND SURGICAL CENTER 26600 Cactus Ave Moreno Valley, CA 92555 951-486-4000 PUBLIC HEALTH Community-focused programs and initiatives that promote and protect the health of all Riverside County 4065 County Circle Dr. Riverside, CA 92503 951-358-5000 BEHAVIORAL HEALTH Mental health, substance use, and wellness and recovery programs 4095 County Circle Dr. Riverside, CA 92503 800-706-7500

COMMUNITY HEALTH CENTERS | For Appointments: 800-720-9553 Banning 3055 W. Ramsey St. Banning, CA 92220

Lake Elsinore 2499 E. Lakeshore Dr. Lake Elsinore, CA 92530

Perris 308 E. San Jacinto Ave. Perris, CA 92570

Corona 2813 S. Main St. Corona, CA 92882

Main Campus (Moreno Valley) 26600 Cactus Ave. Moreno Valley, CA 92555

Perris Valley 450 E. San Jacinto Ave. Perris, CA 92570

Hemet 880 N. State St. Hemet, CA 92543

Riverside 7140 Indiana Ave. Riverside, CA 92504

Moreno Valley 23520 Cactus Ave. Moreno Valley, CA 92553

Indio 47-923 Oasis St. Indio, CA 92201

Rubidoux 5256 Mission Blvd.

Riverside, CA 92509

Palm Springs 191 N. Sunrise Way Palm Springs, CA 92262

Jurupa Valley 8876 Mission Blvd.

Riverside, CA 92509

SERVICES AVAILABLE AT EACH COMMUNITY HEALTH CENTER: • Primary Care • Lab Services • Behavioral Health • Pediatric Care • Substance Abuse • Nutrition Services • Testing Services: STD, TB, Diabetes, COVID-19, Pregnancy SPECIALTY SERVICES High Risk Obstetrics

Dental Services

WIC Services

IMAGING SERVICES Retail Pharmacy

Diagnostic X-Ray

Mammography

DEXA Scan

Ultrasound

PET/CT MRI / CT

Nuclear Medicine

Banning Corona Hemet Indio Jurupa Valley Lake Elsinore Main Campus Moreno Valley Palm Springs Perris Valley Perris Riverside Rubidoux

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Our Commitment to Care YOUR SATISFACTION Are you getting the care you need? Are your doctors listening and responding to your questions or requests? Your healthcare is our priority. To determine where we can improve, we ask for feedback from patients like you.

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue is still not resolved, then contact our Patient Advocate Office at 951-486-2623.

WE’RE HERE TO LISTEN We want to ensure that we addressed your healthcare needs in a timely and respectful manner. You may receive a brief call, text message, email or letter in the mail within a couple days following your visit. This communication should only take a couple minutes of your time. Your participation will help us to continually improve our care for you.

You may be asked questions similar to the following: • During your most recent visit, did this provider listen carefully to you?

• Did this provider give you easy to understand information about these health questions or concerns?

• What number would you use to rate this provider?

• Would you recommend this provider’s office to your family and friends?

WANT TO KNOW HOW WE SCORE? You can review and compare the quality, care and safety ratings for different hospitals at: • Medicare Hospital Compare: www.Medicare.gov/hospitalcompare • The Joint Commission: www.QualityCheck.org • The Leapfrog Group: www.LeapFrogGroup.org

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Take Charge of Your Care You are the Center of Your Healthcare Team During your visit, the doctors, nurses and staff will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns and don’t be afraid to raise any issues relating not only to your care and treatment, but also to overall healthcare services.

7 KEY WAYS TO TAKE CHARGE OF YOUR CARE 1. Participate In Your Care: Make sure you know what’s happening every step of the way.

2. Speak Up: Ask questions and voice concerns.

It’s your body and you have the right to know.

3. Pay Attention: Make sure you’re getting the right treatments and medicines.

4. Educate Yourself: Learn about the medical tests you get and your treatment plan.

5. Find a Support Person: Pick a trusted family member or friend to help speak up for your care and needs during your visit.

6. Know What Medications and Why: Understand what medicine you take and why you take them.

7. Check Before You Go: Use a hospital, clinic, surgery center or other type of healthcare organization that meets the Joint Commission’s quality standards.

How are we Doing?

We want you to be satisfied with your care. To help, speak up if we can…

• • • •

Respond quicker to your needs Explain things more clearly Help you understand your medicine plan Help keep your room clean or quiet

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Electronic Health Records and You Using Technology to Better Manage Your Health WHAT ARE ELECTRONIC HEALTH RECORDS? Electronic health records (EHRs) are digital versions of the paper medical records your doctors, nurses, and other healthcare providers use to guide the care they give you. Like paper records, EHRs include important data such as your care plan, medical history, and list of allergies and medications, test results and more.

Unlike paper records, your EHR is securely stored online; so your confidential health information is available in one place, when and where authorized members of your care team need it.

At RUHS, we use the Epic EHR system to securely record, track and store your health information.

We believe that this technology helps us to provide you with the best and most complete care possible. Your personal online portal to access your record and communicate with your healthcare team is referred to as MyChart.

Sign up for MyChart Today at MyRUHealth.org

PROTECTING YOUR PRIVACY RUHS takes our obligation seriously to ensure that your personal health information is held in the strictest of confidence. We have several security measures in place to protect your health information from unauthorized access.

Access your MyChart EHR at MyRUhealth.org 8

BENEFITS OF YOUR ELECTRONIC HEALTH RECORD Improve the Quality of Care With Electronic Health Records (EHRs), your doctors have the most complete and accurate information about your health at their fingertips. Therefore, they are better able to recommend the best plan of care for you.

Enhance Patient Safety The technology used in EHRs can alert your doctors to potential problems, such as allergy to a certain medicine or if a new medication may cause problems with another medicine you are taking.

Coordinate Care Across Your Healthcare Team Because your EHR stores your health information in one place, your doctor can see if a test or procedure has already been ordered by another provider, then review the results — saving you both time and money.

Reduce Paperwork With EHRs, your healthcare team can send prescriptions securely and electronically to your pharmacy or directly bill your insurance company.

Change The Way Healthcare Is Delivered With your health records stored securely online, you can see your care plan, access test results, request appointments and more.

My Chart

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Medical Interpreting and Translation Services Receiving your healthcare in the language you understand and prefer is essential for optimal health outcomes. RUHS- Language and Cultural Services is committed to facilitating communication between you and your healthcare provider in your preferred language.

We strive to provide culturally competent, accurate and comprehensible communication to you by offering professional interpretation and translation services in several languages at no cost to you. We provide free access to various language services for our deaf and limited English-speaking patients and their families.

Our staff of professional in-house medical interpreters for Spanish, Mandarin, Arabic and American Sign Language are available upon request in-person during regular office hours. We also offer the convenience of telephonic and virtual interpretation services 24/7 in over 220 languages.

TDD and Video Relay Services for the deaf are also available upon request.

Our professional interpreters and translators will always respect your privacy and keep your personal health information confidential. We continuously uphold HIPAA standards and safeguard the patientprovider encounter. Just as important, we are ambassadors of diversity, equity, and inclusion in the spirit of supporting our communities to reduce healthcare disparities.

Should you require the services of an interpreter or a communication device for the deaf, please ask your nurse or other hospital staff members to contact us.

You may also call us directly at 951-486-4320 for more information.

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OFFICE HOURS Monday - Friday: 8 am – 8 pm Saturdays: 8 am – 4:30 pm Sundays: 8 am – 4:30 pm Closed Holidays

Advance Directives As a patient, you have the right to be actively involved in decision making regarding your medical care and treatment. An Advance Health Care Directive is an ideal way to let your family and healthcare practitioners know your wishes regarding your healthcare in advance of being unable to speak for yourself. RUHS staff will ask you whether you have an advance health care directive. Using this tool also allows you to identify an agent, someone to represent your wishes to your health practitioners on your behalf. Under the California Advanced Healthcare Directive Law, you may identify an agent to speak on your behalf immediately, even while you are still competent to speak for yourself. If you have any questions or wish to receive more information regarding an Advance Health Care Directive, please inform your physician, nurse and/or social worker.

YOUR RIGHT TO MAKE DECISIONS ABOUT MEDICAL TREATMENT This section explains your rights to make healthcare decisions and how you can plan now for your medical care if you are unable to speak for yourself in the future.

A federal law requires us to give you this information. We hope this information will help increase your control over your medical treatment.

Who decides about my treatment?

Your doctors will give you information and advice about treatment. You have the right to choose. You can say, “Yes” to treatments you want. You can say “No” to any treatment that you don’t want – even if the treatment might keep you alive longer.

How do I know what I want?

Your doctor must tell you about your medical condition and about what different treatments and pain management alternatives can do for you. Many treatments have “side effects.” Your doctor must offer you information about problems that medical treatment is likely to cause you.

Often, more than one treatment might help you and people have different ideas about which is best. Your doctor can tell you which

treatments are available to you, but your doctor can’t choose for you. That choice is yours to make and depends on what is important to you.

Can other people help with my decisions?

Yes. Patients often turn to their relatives and close friends for help in making medical decisions. These people can help you think about the choices you face. You can ask the doctors and nurses to talk with your relatives and friends. They can ask the doctors and nurses questions for you.

Can I choose a relative or friend to make healthcare decisions for me?

Yes. You may tell your doctor that you want someone else to make healthcare decisions for you. Ask the doctor to list that person as your healthcare “surrogate” in your medical record. The surrogate’s control over your medical decisions is effective only during treatment for your current illness or injury or, if you are in a medical facility, until you leave the facility.

What if I become too sick to make my own healthcare decisions?

If you haven’t named a surrogate, your doctor will ask your closest available relative or friend to help decide what is best for you.

Most of the time that works. But sometimes 11

Advance Directives everyone doesn’t agree about what to do.

That’s why it is helpful if you can say in advance what you want to happen if you cannot speak for yourself.

Do I have to wait until I am sick to express my wishes about healthcare?

No. In fact, it is better to choose before you get very sick or have to go into a hospital, nursing home, or other healthcare facility.

You can use an Advance Health Care Directive to say who you want to speak for you and what kind of treatments you want. These documents are called ‘advance’ because you prepare one before healthcare decisions need to be made. They are called ‘directives’ because they state who will speak on your behalf and what should be done.

In California, the part of an advance directive you can use to appoint an agent to make healthcare decisions is called a Power of Attorney for Health Care. The part where you can express what you want done is called and Individual Health Care Instruction.

Who can make an advance directive?

You can if you are 18 years or older and are capable of making your own medical decisions. You do not need a lawyer.

Who can I name as my agent?

You can chose an adult relative or any other person you trust to speak for you when medical decisions must be made.

When does my agent begin making decisions?

Usually, a healthcare agent will make decisions only after you lose the ability to make them for yourself. But, if you wish, you can state in the Power of Attorney for Health Care that you want the agent to begin making decisions immediately.

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How does my agent know what I would want?

After you choose your agent, talk to that person about what you want. Sometimes treatment decisions are hard to make, and it truly helps if your agent knows what you want. You can also write your wishes down in your advance directive.

What if I don’t want to name an agent?

You can still write out your wishes in your advance directive, without naming an agent.

You can say that you want to have your life continued as long as possible. Or you can say that you would not want treatment to continue your life. Also, you can express your wishes about the use of pain relief or any other type of medical treatment.

Even if you have not filled out a written Individual Health Care Instruction, you can discuss your wishes with your doctor, and ask your doctor to list those wishes in your medical record. Or you can discuss your wishes with your family members or friends.

But it will be probably be easier to follow your wishes if you write them down.

What if I change my mind?

You can change or cancel your advance directive at any time as long as you can communicate your wishes. To change the person you want to make your healthcare decisions, you must sign a statement or tell the doctor in charge of your care.

What happens when someone else makes decisions about my treatment?

The same rules apply to anyone who makes healthcare decisions on your behalf—a healthcare agent, a surrogate, whose name you gave to your doctor, or a person appointed by a court to make decisions for you. All are required to follow your Health Care Instructions or, if none, your general

Advance Directives wishes about treatment, including stopping treatment. If your treatment wishes are not known, the surrogate must try to determine what is in your best interest. The people providing your healthcare must follow the decisions of your agent or surrogate unless a requested treatment would be bad medical practice or ineffective in helping you. If this causes disagreement that cannot be worked out, the provider must make a reasonable effort to find another healthcare provider to take over your treatment.

How do I get more information about making an advance directive?

Ask your doctor, nurse, social worker, or healthcare provider to get more information for you. You can have a lawyer write an advance directive for you, or you can complete an advance directive by filling in the blanks on a form.

If you wish to receive more information regarding an Advance Directive, you may contact the Department of Patient and Family Services at 951-486-4350.

Will I still be treated if I don’t make an advance directive?

Absolutely. You will still get medical treatment. We just want you to know that if you become too sick to make decisions, someone else will have to make them for you. Remember that: A Power of Attorney for Health Care lets you name an agent to make decisions for you. Your agent can make most medical decisions—not just those about life sustaining treatment—when you can’t speak for yourself. You can also let your agent make decisions earlier, if you wish.

You can create and Individual Healthcare Instruction by writing down your wishes about healthcare or by talking with your doctor and asking the doctor to record your wishes in your medical file. If you know when you would or would not want certain types of treatment, an Instruction provides a good way to make your wishes clear to your doctor and to anyone else who may be involved in deciding about treatment on your behalf. These two types of Advance Health Care Directives may be used together or separately.

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Understanding Your Bill Your medical bill will include charges for the care and hospital services you receive during your visit. Your personal physician, hospital-based physician, or other physicians who have consulted on your care will send you separate statements directly from their practice.

If you have questions, please call the customer services number listed on your statement.

You are responsible for providing all insurance information to RUHS. If you are uninsured, a patient representative will contact you to consider whether you may qualify for assistance under a government program, i.e., Medi-Cal, Healthy Families, Medicare, etc., and to discuss payment policies and options such as discount care, charity care, and long-term payment plans.

If you do not understand something on your bill, or if you are having trouble paying your bills, let us know. A patient representative can work with you and guide you to services that can help.

MEDI-CAL We will need a copy of your Medi-Cal card to verify eligibility. Medi-Cal has payment limitations on a number of services and items.

Some Medi-Cal recipients must pay, or agree to pay, a monthly dollar amount toward their medical expenses before they quality for Medi-Cal benefits. This dollar amount is called Share of Cost (SOC). If it is determined during the eligibility verification process that there is an outstanding Share of Cost, it is payable upon request or the recipient may enter into a Share of Cost obligation agreement to pay for the services at a later date or through an installment plan.

MEDICARE If you have Medicare, you will have to complete a MSP (Medicare Secondary Payer) questionnaire.

This ensures that Medicare only pays for services not covered by other insurance you may have.

If you have secondary insurance, this usually covers Medicare deductibles. If you don’t have secondary insurance, you need to pay these amounts yourself.

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Your Privacy Matters PRIVACY AND YOUR HEALTH INFORMATION You have privacy rights under Federal and State laws that protect your health information. These rights are important for you to know. Federal and State laws set rules and limits on who can look at and receive your health information.

Who must Follow This Law? • Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes and many other healthcare providers.

• Health insurance companies, HMOs and most employer group health plans.

• Certain government programs that pay for healthcare, such as Medi-Cal and Medicare.

What Information is Protected?

• Information your doctors, nurses and other healthcare providers put in your medical records.

• Conversations your doctor has with nurses and others regarding your care or treatment.

• Information about you in your health insurer’s computer system.

• Billing information about you at your clinic.

• Most other health information about you held by those who must follow the law.

You Have Rights Over Your Health Information Providers and Health Insurers who are required to follow this law must comply with your right to:

• Receive a notice that tells you how your health information may be used and shared.

• Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as marketing.

• Get a report on when and why your health information was shared for certain purposes.

• File a complaint.

Your Information Can Be Used and Shared: • For your treatment and care coordination.

• To pay for doctors and hospitals for your healthcare and help run their business.

• With your family, relatives, and friends or others you identify who are involved with your healthcare or your healthcare bills, unless you object.

• To protect the public’s health, such as by reporting when the flu is in your area.

• To make required reports to the police, such as reporting gunshot wounds Without Your Written Permission, Your Provider Cannot: • Give your health information to your employer, except as permitted by law.

• Use or share your health information for marketing or advertising purposes.

• Share private notes about your mental health counseling sessions.

• Ask to see and get a copy of your health records.

• Have corrections added to your health information.

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Notice of Privacy Practices COUNTY OF RIVERSIDE NOTICE OF PRIVACY PRACTICES This Notice describes how medical information about you may be used and shared and how you can obtain access to this information. Please review it carefully.

Your Rights When it comes to your health information, you have the right to: Get an electronic or paper copy of your medical record

•

Ask us to correct your medical record

•

•

• •

You can ask us to change health information about you if it is incorrect or incomplete. Ask us how to do this.

We may say “no” to your request, but if we say no, we’ll tell you why in writing within 60 days.

You may also add a written add-on to your medical record about the statement in your record that you believe is incorrect or incomplete.

Ask us how to do this.

•

You have the right to receive confidential communications of protected health information as provided in 45 CFR §164.522(b), as applicable and can ask us to communicate with you in a certain way (for example: home, cell, or office phone or to send mail to a certain address).

•

If you have paid for an item or service in full, you can ask us not to share that information about the item or service with a health plan. We will say “yes” unless a law requires us to share that information.

Get a list of those with whom we’ve shared information

•

You can ask us for a list (called an “accounting”) of times we’ve shared your health information during the last six years before the date you ask, who we shared it with, and why.

We will provide one (1) accounting a year for free but will charge a reasonable, cost-based fee if you ask for another accounting within 12 months.

File a complaint if you feel your rights are violated

•

Request confidential communications

Ask us to limit what we share

•

• •

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You can ask to see or get copies of your medical record. Ask us how to do this.

We may charge a reasonable, cost-based fee.

You can file a complaint by contacting us at (951) 486-4659 or r.compliance@ruhealth.org.

You can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by using the information on page 4.

We will not retaliate against you for filing a complaint.

Notice of Privacy Practices How we may use or disclose information about you We use or share information to: Treat you and contact you

•

We can use health information about you and share it with other professionals who are treating you.

•

Health information about you may also be used by non-County of Riverside healthcare providers who share our common electronic health record, but only to treat or contact you.

•

We may use and share your health information to contact you when necessary.

Examples: RUHS providers, such as nurses, doctors, therapists, etc., may view your health information.

Because RUHS shares a common medical record platform with Loma Linda University Health, RUHS providers can also see information collected by your Loma Linda providers and appointments you have scheduled there.

We may contact you about future appointments and with test results.

Run our organization

•

We may use information to assess the care and outcomes in your case, to improve our services, and in administrative processes.

Example: We use health information to measure how well our staff is caring for patients.

Bill for your services

•

We may use and share information to bill you or your insurance company.

Example: We send bills and other information to your health insurance plan so it will pay for services you received.

•

As administrator of certain health plans, such as Medicare, Medi-Cal, and Exclusive Care, the County may disclose limited information to plan sponsors.

Example: For purposes such as plan eligibility and enrollment, benefits administration, and payment of health care expenses.

•

If you are a member of Exclusive Care, we may use or share certain information for underwriting purposes.

Example: We use some information when we are trying to set the cost of premiums.

Health care operations and plan administration

Underwriting purposes

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Notice of Privacy Practices Help with public health and safety issues

We can share health information about you for certain situations such as:

Comply with the law

We will share your health information as required by State or federal law.

Work with the medical examiner or funeral director

We can share your information with a coroner, medical examiner, or funeral directors, as necessary.

• • • • • •

Reporting births and deaths Preventing or controlling disease, injury, or disability Helping with product recalls Reporting adverse reactions to medications or problems with products Reporting suspected abuse, neglect, or domestic violence Preventing or reducing a serious threat to anyone’s health or safety

Do research

We can use and share your health information for health research, if a special board permits us to.

Address workers’ compensation, law enforcement, and other government requests

We can use or share health information about you:

Health Information Exchange

• • • • • •

• • • • •

For workers’ compensation claims or similar programs For certain, limited law enforcement purposes With government agencies responsible for health oversight For special government functions such as national security and presidential protective services.

In response to a court or administrative order, or a subpoena.

If you are an inmate of the correctional institution or in custody of a law enforcement official, we may share with the correctional institution or other law enforcement for purposes such as protecting your safety or the safety of others.

We participate in a Health Information Exchange (HIE) The HIE is an electronic system that allows participating health care providers to share patient information in compliance with federal and state privacy laws Unless you notify us or otherwise you object, we will share your health information electronically with your participating health care providers as necessary for treatment Patient health information that currently by law requires your signed authorized for release WILL NOT be transmitted to the HIE without your consent You can opt out of being included in an HIE at any time by contacting your provider’s office

How else may we use or share your health information? We are allowed or required to share your information in other ways – usually in ways that contribute to the public good, such as public health and research efforts. We have to meet many conditions before we can share your 18

Notice of Privacy Practices information for these purposes. For more information see: https://www.hhs.gov/hipaa/for-individuals/index.html Your Choices For certain health information, you can choose what we share. Tell us what you want us to do, and we will do our best to follow your instructions.

In these cases, you have the right to decide if we can:

In these cases, we never share your information unless you give us written permission:

•

•

Share information with individuals involved in your health care or assisting with payment for your health care.

Share information in a disaster relief situation Contact you for fundraising efforts Share your name, location in the facility, and general status (for example “fair” or “critical”) with those who ask for you by name.

Share your religious affiliation with clergy.

• •

Marketing purposes Most sharing of mental health and substance abuse treatment records

• • •

Our Responsibilities • We are committed and required by law to maintain the privacy and security of your protected health information.

• We will let you know of any breach that may have compromised the privacy or security of your protected health information (PHI).

• We must follow the terms of this notice and give you a copy of it to inform you of our legal duties and privacy practices with respect to PHI. Except in an emergency treatment situation, we will make a good faith effort to obtain a written acknowledgment of receipt of this Notice of Privacy Practices.

• If you tell us we can use or share your information, you may change your mind at any time and revoke your permission. Let us know in writing if you change your mind. We can’t change actions taken based on your prior permission or if permission was obtained as a condition of obtaining insurance coverage.

• For additional information about this Notice, contact the County’s Privacy Officer using the contact information on page 4 of this Notice.

Changes to the Terms of this Notice: We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our offices, and on our web site.

The effective date of this Notice is December 2021.

Privacy Complaint Contacts County Privacy Office Compliance and Privacy Officer 26520 Cactus Avenue Moreno Valley, CA 92555 (951) 486-4659

U.S. Department of Health & Human Services Region IX Office of Civil Rights 90 7th Street, Suite 4-100 San Francisco, CA 94103 TEL: (800) 368-1019 • TDD: (800) 537-7697 • FAX: (202) 619-3818 19

Patient Rights PATIENT RIGHTS

include a description of the procedure or treatment, the medically significant risks involved, alternate courses of treatment or nontreatment and the risks involved in each, and the name of the person who will carry out the procedure or treatment.

You have the right to: 1.

2.

Have a family member (or other representative of your choosing) and your own physician notified promptly of your admission to the hospital.

3.

Know the name of the licensed health care practitioner acting within the scope of his or her professional licensure who has primary responsibility for coordinating your care, and the names and professional relationships of physicians and non physicians who will see you.

4.

5.

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Considerate and respectful care, and to be made comfortable. You have the right to respect for your cultural, psychosocial, spiritual, and personal values, beliefs and preferences.

Receive information about your health status, diagnosis, prognosis, course of treatment, prospects for recovery and outcomes of care (including unanticipated outcomes) in terms you can understand. You have the right to effective communication and to participate in the development and implementation of your plan of care.

You have the right to participate in ethical questions that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services, and forgoing or withdrawing life-sustaining treatment.

Make decisions regarding medical care, and receive as much information about any proposed treatment or procedure as you may need in order to give informed consent or to refuse a course of treatment. Except in emergencies, this information shall

6.

Request or refuse treatment, to the extent permitted by law. However, you do not have the right to demand inappropriate or medically unnecessary treatment or services. You have the right to leave the hospital even against the advice of members of the medical staff, to the extent permitted by law.

7.

Be advised if the hospital/licensed health care practitioner acting within the scope of his or her professional licensure proposes to engage in or perform human experimentation affecting your care or treatment. You have the right to refuse to participate in such research projects.

8.

Reasonable responses to any reasonable requests made for service.

9.

Appropriate assessment and management of your pain, information about pain, pain relief measures and to participate in pain management decisions. You may request or reject the use of any or all modalities to relieve pain, including opiate medication, if you suffer from severe chronic intractable pain. The doctor may refuse to prescribe the opiate medication, but if so, must inform you that there are physicians who specialize in the treatment of pain with methods that include the use of opiates.

10. Formulate advance directives. This includes designating a decision

Patient Rights maker if you become incapable of understanding a proposed treatment or become unable to communicate your wishes regarding care. Hospital staff and practitioners who provide care in the hospital shall comply with these directives. All patients’ rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf.

11. Have personal privacy respected. Case discussion, consultation, examination and treatment are confidential and should be conducted discreetly. You have the right to be told the reason for the presence of any individual. You have the right to have visitors leave prior to an examination and when treatment issues are being discussed. Privacy curtains will be used in semi-private rooms.

12. Confidential treatment of all communications and records pertaining to your care and stay in the hospital.

You will receive a separate “Notice of Privacy Practices” that explains your privacy rights in detail and how we may use and disclose your protected health information.

13. Receive care in a safe setting, free from mental, physical, sexual or verbal abuse and neglect, exploitation or harassment. You have the right to access protective and advocacy services including notifying government agencies of neglect or abuse.

14. Be free from restraints and seclusion of any form used as a means of coercion, discipline, convenience or retaliation by staff.

15. Reasonable continuity of care and to know in advance the time and location of appointments as well as the identity of the persons providing the care.

16. Be informed by the physician, or a delegate of the physician, of continuing health care requirements and options following discharge from the hospital.

You have the right to be involved in the development and implementation of your discharge plan. Upon your request, a friend or family member may be provided this information also.

17. Know which hospital rules and policies apply to your conduct while a patient.

18. Designate a support person as well as visitors of your choosing, if you have decision-making capacity, whether or not the visitor is related by blood, marriage, or registered domestic partner status, unless: • No visitors are allowed.

• The facility reasonably determines that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health facility staff, or other visitor to the health facility, or would significantly disrupt the operations of the facility.

• You have told the health facility staff that you no longer want a particular person to visit.

However, a health facility may establish reasonable restrictions upon visitation, including restrictions upon the hours of visitation and number of visitors. The health facility must inform you (or your support person, where appropriate) of your visitation rights, including any clinical restrictions or limitations.

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Patient Rights The health facility is not permitted to restrict, limit, or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.

19. Have your wishes considered, if you lack decision-making capacity, for the purposes of determining who may visit. The method of that consideration will comply with federal law and be disclosed in the hospital policy on visitation. At a minimum, the hospital shall include any persons living in your household and any support person pursuant to federal law.

20. Examine and receive an explanation of the hospital’s bill regardless of the source of payment.

21. Exercise these rights without regard to sex, economic status, educational background, race, color, religion, ancestry, national origin, sexual orientation, gender identity/expression, disability, medical condition, marital status, registered domestic partner status, genetic information, citizenship, primary language, immigration status (except as required by federal law) or the source of payment for care.

22. File a grievance. If you want to file a grievance with this hospital, you may do so by writing or by calling: Patient Advocate Office Riverside University Health System Room E1008 26520 Cactus Ave. Moreno Valley, CA 92555 951.486.4313

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The grievance committee will review each grievance and provide you with a written response within 7 days. The written response will contain the name of a person to contact at the hospital, the steps taken to investigate the grievance, the results of the grievance process, and the date of completion of the grievance process. Concerns regarding quality of care or premature discharge will also be referred to the appropriate Utilization and Quality Control Peer Review Organization (PRO).

23. File a complaint with the California Department of Public Health regardless of whether you use the hospital’s grievance process. The California Department of Public Health’s phone number and address is: California Department of Public Health 625 E. Carnegie Drive, Suite 280 San Bernardino, CA 92408 909-388-7170 These Patient Rights combine Title 22 and other California laws, The Joint Commission and Medicare Conditions of Participation requirements. (3/17) California Hospital Association 1215 K Street, Suite 800 Sacramento, CA 95814 916-443-7401 www.calhospital.org

Member/ Patient/ Visitor Code of Conduct WE ALL HAVE AN IMPORTANT ROLE TO PLAY IN CREATING THE BEST POSSIBLE HEALTHCARE EXPERIENCE.

Treat everyone in our community with respect, courtesy and compassion.

Our physicians will work with you to determine the best treatment plan for your needs.

Confidentiality and discretion should be maintained at all times.

Wait times are estimates only.

If your contact information is out of date, please let us know.

View your test results in your RUHS Patient Portal.

RUHS HAS A ZERO-TOLERANCE POLICY FOR DISRUPTIVE OR THREATNING BEHAVIORS. • Possession or display of any type of weapon

• Behavior that may be deemed threatening to patients or staff

• Throwing objects or damaging or destroying property

• Sexual harassment of any kind

• Assaulting, or intimidating an individual, or threatening to do so

• Abusive language, including slurs

To maintain a safe, secure and respectful environment for all, we reserve the right to take appropriate measures to address abusive, disruptive, inappropriate or aggressive behavior.

Additional information, such as, patient resources and FAQs visit our website.

WWW.RUHEALTH.ORG

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Patient Advocate Medical situations can be stressful and confusing. We are here to help.

The Patient Advocate is available to find answers and guide patients and families through the often complex world of healthcare. Whether you are having trouble making an appointment, your prescription is not getting filled, or your loved one has been admitted and you do not know where to find him or her—we work for answers and resolution for your concerns.

You can be assured that we are here to solve issues. We work with leaders throughout the organization to get answers.

We encourage you and your family to make us aware of any concern promptly. You may speak with any member of your healthcare team regarding your concerns. In the event you are not satisfied, we encourage you to contact the Patient Advocate Office at 951-486-4313. You may also contact the Patient Advocate Office by email at PatientAdvocateOffice@RUHealth.org OFFICE HOURS Monday – Thursday: 8 am - 5 pm Friday: 8 am – 4 pm Closed weekends and holidays

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GRIEVANCES/COMPLAINTS Our goal is to provide care in a manner that is considerate and respectful of your rights and needs as a patient. If a problem should develop while you are in our facility, we will attempt to resolve it in a timely manner. We encourage you and your family to make us aware of any concerns promptly.

Presentation of a grievance/complaint will not, in any manner, compromise your care or affect future access to our services.

You may speak with your physician, nurse manager, attending nurse or any other member of your healthcare team regarding your issues or concerns. In the event you are not satisfied with the response provided, you may request to speak to the Patient Advocate for assistance in resolving your concerns.

The public may contact the Joint Commission’s Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission-accredited healthcare organization by either calling 800-994-6610 or emailing complaint@jointcommission.org.

Grievances may also be directed to the California Department of Public Health 625 E Carnegie Drive, Suite 280 San Bernardino, CA 92408 909-388-7171

Giving Back VOLUNTEER WITH RUHS MEDICAL CENTER AND RUHS FOUNDATION! Volunteers at RUHS Medical Center and RUHS Foundation are valued members of the medical center family. They work with patients, hospital staff, and the public in both patient ​and nonpatient areas. Whether serving in the hospital or at special events like the Festival of Trees, volunteers contribute to the comfort and well-being of both patients and guests!

AS A VOLUNTEER AT RUHS YOU CAN help patients and families in their time of need YOU CAN do what you like best with a variety of activities to choose from YOU CAN support our healthcare team in critical ways YOU CAN have fun and be part of a mission-driven community YOU WILL be a valued partner at RUHS! RUHS HAS A VARIETY OF FUN AND MEANINGFUL VOLUNTEER OPPORTUNITIES: Information Desk/Greeter Wayfinding/Personal Guide to appointments and surgeries, etc.

Department Support: Emergency, Adult Inpatient, Pediatrics Activity Volunteer: art, cards, movies, and more with patients Gift Shop Clerk Chaplain Support Special Events (Festival of Trees, Pinwheels for Prevention) One-time service: photography, design, writing, one-day event support, and more Online Opportunities: social media advocate And many more!

RUHS FOUNDATION The mission of RUHS Foundation is to foster friends and inspire philanthropic support for the needs of Riverside University Health System!

YOUR GIFTS MAKE A DIFFERENCE Last year donors contributed an incredible $2.6 million to directly impact the lives of our patients and our community. Be a part of this important cause through giving. Whatever your passion - pediatrics, child abuse and neglect, trauma, women’s health, or any variety of RUHS services - RUHS Foundation can connect you with meaningful work.

Visit us at www.RUHSFoundation.org

“Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” – Margaret Mead VOLUNTEER SERVICES ALSO INCLUDES: CHAPLAIN SERVICES Chaplains serve as a member of the healing team, working closely with nurses, physicians, social workers and others who care for you and your family.

Chaplain services include emergency and referral-based spiritual care for all religious affiliations.

Emergency coverage is available 24 hours a day, 7 days a week.

If you are equipped to serve in this capacity as a volunteer, we welcome you!

Contact: 951-486-4333

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Notes

Notes

GIFT SHOP Visit the Gift Shop for cards, flowers, snacks, RUHS gear and more. Proceeds fund patient needs, such as wheelchairs and other important items that support a great hospital experience. The RUHS Gift Shop is here to serve patients, families, and staff.

CONTACT US Phone: (951) 486-5520 Location: Lower Level E0040, Medical Center Hours: 8:00am - 4:30pm, Monday through Friday If you would like to support the RUHS Foundation, or would have any questions about opportunities to donate, please visit ruhsfoundation.org or call 951-486-4213.