Patient Rights & Responsibilities

You have the right to:

• be treated and cared for with dignity and respect;
• confidentiality, privacy, security, complaint resolution, spiritual care, and communication. If communication restrictions are necessary for patient care and safety, we will document and explain the restrictions to you and your family;
• be protected from abuse and neglect; and have access to protective services;
• complain about your care and treatment without fear of retribution or denial of care;
• timely complaint resolution;
• be involved in all aspects of your care including:
  • Refusing care and treatment; and
  • Resolving problems with care decisions;
• information of unanticipated outcomes that will be provided to you or your family or any surrogate decision makers you have identified;
• be informed and agree to your care;
• family input in care decisions;
• have advance directives and for the hospital to respect and follow those directives;
• request no resuscitation or life-sustaining treatment;
• end of life care;
• donate organs and other tissues with:
  • Medical staff input; and
  • Direction by family or surrogate decision makers;
• be free from restraints and seclusion of any form that are not medically necessary or are used as a means of coercion, discipline, convenience or retaliation by staff;
• a written statement of these patient rights.

MultiCare has adopted and implemented policies and procedures:

• to identify patients who are potential organ and tissue donors;
• to address research, investigation, and clinical trials including:
  • How to authorize research if you choose to participate;
  • Require staff to follow informed consent laws; and
  • Not hindering your access to care if you refuse to participate in a research study.
• to inform each patient (or support person, where appropriate)
  • of his or her visitation right, including any clinical restriction or limitation on such rights, when he or she is informed of his or her other rights;
  • of the right, subject to his or her consent, to receive the visitors whom he or she designates, including, but not limited to, a spouse, a domestic partner (including a same-sex domestic partner), another family member, or a friend, and his or her right to withdraw or deny such consent at any time.
• to not restrict, limit, or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.
• to ensure that all visitors enjoy full and equal visitation privileges consistent with patient preferences.

Additional patient rights

You have the right to:

• an interpreter, free of charge.
• know about your condition and to be told about the results of care, including unexpected ones.
• to pain management.
• understand the choices for treatment including alternatives (including no treatment), risks and benefits.
• obtain a second opinion.
• know the name and role of each person giving you care.
• know about your medications, any equipment used, and community resources you might need.
• choose whether or not you would like to participate in medical research studies. You should have complete information about the study and sign a consent if you choose to participate. If you choose not to participate, your medical care will not be negatively affected.
• have your bill explained to you.
• obtain copies of your medical records. You may do so by contacting the MultiCare Health Information Management Department (medical records) at 253-403-1081.
• request an ethics consult to ensure you or your family member’s rights are heard and respected. You may do so by requesting one of the medical provider team or by contacting MultiCare Bioethics at 253-403-1136.

Special rights of adolescents

• A minor patient 13 years or older may consent to outpatient treatment for mental health and substance abuse issues (drugs and alcohol).
• A minor patient 14 years or older may consent to outpatient treatment for sexually transmitted diseases.
• A minor patient, regardless of age, may consent to birth control or pregnancy-related care.
• Emancipated minors may consent for their own treatment.
• If you wish to be seen for diagnosis/treatment for one of the above conditions, tell the appointment scheduler when you make your appointment and to your provider.

Patient responsibilities

• Let someone know if you don’t understand what you are being told.
• Tell us everything you know about your health.
• Let someone know if there are changes in your condition.
• Participate in making decisions, following directions and accepting responsibility for your choices.
• Respect the rights and privacy of others.
• If you are unable to keep an appointment, let us know as soon as possible.
• Deal with your bill promptly and let the billing department know if you need to make special payment arrangements.
• Refer to Customer Service if you need more information or help.

Marijuana policy

Marijuana is legal for medical and recreational use in Washington state. However, possession and consumption of marijuana is still illegal under federal law.

Marijuana in any form is prohibited throughout MultiCare’s grounds and facilities. This policy applies to patients, visitors and employees. Please do not bring marijuana to MultiCare.

Patient and family relations

If you have a concern or compliment regarding the care or service provided by MultiCare, call our Patient and Family Relations line on Monday through Friday from 8am to 4:30pm.

Puget Sound region

Phone: 253-403-1739
Toll-free: 866-247-2366
Email: [email protected]

• MultiCare Allenmore Hospital
• MultiCare Auburn Medical Center
• MultiCare Covington Medical Center
• MultiCare Good Samaritan Hospital
• MultiCare Mary Bridge Children’s Hospital
• MultiCare Tacoma General Hospital
• MultiCare clinics located in Pierce, King, Kitsap, Thurston and Snohomish counties

Inland Northwest region

• MultiCare Deaconess Hospital
  • Phone: 509-603-3223
  • Email: [email protected]
• MultiCare Valley Hospital
  • Phone: 509-603-5853
  • Email: [email protected]
• MultiCare Rockwood Clinic locations
  • Phone: 509-530-6021
  • Email: [email protected]

Mailing Address:

MultiCare Health System
P.O. Box 5299
MS: 315-C3-CE
Tacoma, WA 98415-0299

When we receive your concern, we will send it to the right person for evaluation. If we are unable to immediately resolve your issue, we will provide a resolution on average within 30 business days.

• The name of the person responsible for evaluation;
• The basic steps taken to look into and resolve the issue; and
• The results and the date when done.

You may also contact one of the following:

• Adult Protective Services: 877-734-6277
• Child Protective Services: 800-422-7517
• Consumer Protection Agency: 800-551-4636
• Health Facilities and Services Licensing: 800-633-6828
• Medicaid Fraud Control Unit: 360-586-8888
• State Attorney General: 360-753-6200
• The Joint Commission: www.jointcommission.org or 800-994-6610