Patient Commitment Statement
Since 1902, the Seton Healthcare Family has provided safe, high-quality care to the people of Central Texas. That tradition continues and strengthens as the Network introduces its new patient commitment statement: “Our Promise to You.” Seton’s commitment to patients remains the same as it has for more than 100 years, and will continue to play a large role in the care that is offered over the next century and beyond.
The Seton Healthcare Family’s commitment to patients and their families includes superior clinical care and customer service at each of our facilities. We believe healthcare should be:
- Safe: Protects patients from preventable injuries.
- Patient-Centered: Empowers, involves, informs, educates and treats with respect, caring, compassion and hope.
- Effective: Employs scientific and technological advances and knowledge of best practices to improve outcomes.
- Efficient: Exercises good stewardship of time and resources and prevents waste.
- Convenient: Considers and values patients’ choices, needs and expectations.
- Accessible: Available to all who need care whenever it is required.
- Spiritual: Acknowledges the essence of each person, with respect for individual spiritual preferences.
Seton staff is dedicated to the delivery of quality health care and patient satisfaction. However, we recognize that concerns may arise. We ask that you first try to resolve the concern with the person involved if you are comfortable doing so. If there is no satisfactory resolution, you may contact any of the following for assistance: the Clinical Manager, Department Director or a Patient Representative. If there still is no resolution, a Patient Representative will explain the grievance process and other options that may be available to you. If you need their assistance, you may reach them at the following numbers during normal business hours Monday – Friday:
- Dell Children’s Medical Center of Central Texas: (512) 324-0109
- Seton Medical Center Austin: (512) 324-1122
- Seton Medical Center Williamson: (512) 324-4082
- Seton Northwest Hospital: (512) 324-6900
For more than a century, the Seton Healthcare Family has established a tradition of service and clinical excellence in Central Texas. Amid national concerns about patient safety, Seton has joined a nationwide campaign, sponsored by The Joint Commission and the Centers for Medicare and Medicaid to encourage patients to become involved and informed members of their healthcare team.
As a patient, you rely on our team of physicians, nurses and other caregivers, but you too play a vital role in helping us develop patterns of care that are as safe, efficient and as practical as possible. Below is simple advice on how you can help us make your care a positive experience.
Speak up if you have questions or concerns about your care. Writing down your questions might be helpful.
- Your health is too important to worry about being embarrassed. If you don’t understand something or things don’t seem quite right, don’t be afraid to tell the nurse or doctor if you have concerns.
Pay attention to the care you are receiving.
- Expect health care workers to wear a name badge, introduce themselves when they enter your room and explain the treatments and the medications that you will receive.
- Be sure you ask questions to help you to understand what a new test or medication is likely to achieve.
Educate yourself about your diagnosis, the medical tests you are undergoing and your treatment plan.
- Thoroughly read all medical forms and make sure you understand them before you sign anything. *If you are unsure about the nature of your illness and the best treatment ask your doctor or nurse for additional information about your condition. The more information you have about the options available to you, the more confident you will be in the decisions made.
Ask a trusted family member or friend to be your advocate and identify this person to your health care team.
- Make sure this person understands your preferences for care. • Your advocate can help by asking questions that you may not think of, or if you are unable to ask.
Know what medications you take and why you take them.
- Bring a list of all of your medications including vitamins, herbal supplements and over-the-counter drugs.
- Tell your doctors and nurses about negative reactions you have had to medications or about food and drug allergies you have.
- If the medicine looks different than you expect, ask your doctor or nurse to confirm that it is for you.
Use a health care organization that your doctor believes can offer the best care for your condition.
- Ask about the health care organization’s experience in treating your type of illness.
- Ask how frequently they perform the procedure you need and what specialized care they provide in helping patients get well.
Participate in all decisions about your treatment including your follow-up care.
- Provide accurate and complete health information (your medical history).
- Participate in developing your plan of care and in making informed decisions about your care including pain management.
- Set up a My Seton Health account during your hospital stay.
Seton staff is dedicated to the delivery of quality health care and patient satisfaction. For questions or concerns about your care, please ask your nurse or doctor.
Patient Rights & Responsibilities
In keeping with the Seton Healthcare Family’s mission, philosophy, core values and commitment to the delivery of quality health care, Seton recognizes, protects and promotes the following rights for each patient, to include, as appropriate, the patient’s legally authorized representative (referred to in this policy as patients).
As a Seton patient, you have the right to:
- Participate in the development and implementation of your plan of care and make decisions regarding your care, including pain management.
- Make informed decisions regarding your care, including being informed of your health status, being involved in your care planning and treatment, and being able to request or refuse treatment.
- Formulate advance directives and to have Seton staff and practitioners who provide care in the hospital comply with these directives in accordance with the law.
- Have a family member of your own choice and your own physician notified promptly of your admission to the hospital.
- Personal privacy.
- Receive care in a safe setting.
- Be free from all forms of abuse or harassment.
- Confidentiality of your clinical records in accordance with law.
- Access information contained in your clinical record within a reasonable time frame.
- Be free from restraints of any form that are not medically necessary or are used as a means of coercion, discipline, convenience or retaliation by staff for acute medical or surgical care.
- Be free from seclusion and restraints, of any form, imposed as a means of coercion, discipline, convenience or retaliation by staff for behavioral management.
- Receive reasonable access to care.
- Care that is considerate and respectful of personal values and beliefs.
- Participate in ethical issues that may arise in the course of your care.
- Receive information about clinical experiments, research or educational projects affecting your care or treatment including the expected benefits, potential discomforts and risks and alternatives that may also be available.
- Receive a reasonable response to requests for treatment or service.
- Appropriate assessment and management of pain.
- Have Seton use its best efforts to meet your special communication needs.
- Receive upon request Seton’s policies related to patient rights.
- Be informed of Seton’s complaint/grievance process and to voice complaints or concerns without affecting your care or treatment.
- Accept or refuse medical care to the extent permitted by law, or to change your mind regarding your care.
- Be informed of Seton’s rules and regulations applicable to patient care and conduct.
- Request and receive a detailed explanation of your bill.
As a Seton patient, you have the responsibility to:
- Provide accurate and complete health information and to understand your plan of care.
- Follow the agreed-upon plan of care.
- Accept responsibility for the outcomes of refusing treatment or for not following the agreed-upon plan of care.
- Fulfill your financial obligations.
- Follow Seton’s rules and regulations about patient care and conduct. Be considerate and respectful of other patients, Seton staff and their property.