Patient Rights and Responsibilities

As a patient, it’s a good idea to educate yourself about your rights and responsibilities. As always, our staff is available to answer any questions you may have.

Your journey, your decisions

Understanding your health care rights and responsibilities

CHI Mercy Health is where expertise meets compassion. We are committed to building healthier communities, and believe in treating every individual with human kindness, including respect, dignity, and fairness. Here’s what you can expect:

Inclusive and compassionate care: We welcome people from all walks of life – regardless of race, age, ethnicity, citizenship, economic status or background. Our commitment extends to marital status, sexual orientation, and gender identity or expressions. Rest assured, you will receive considerate, compassionate care.
Quality and safety: Your well-being is our priority. We provide safe, high-quality care, regardless of your ability to pay.
Kindness and respect: We ask that you join us in fostering a culture of kindness and respect. Your consideration for others, whether they’re providing care or receiving it, is greatly appreciated.
Privacy matters: Protecting patient privacy is not just a legal requirement, it is our promise to you. Our commitment to confidentiality is unwavering because we believe quality health care is built on trust, respect and discretion. Consultations, examinations, and treatments are discreetly conducted and your personal information is confidential.
Your values and beliefs: Your personal, cultural, and spiritual values are a significant part of who you are, and we honor them in your treatment decisions. You have the freedom to involve someone you trust in your health care discussions, and we’ll keep them informed about your hospital journey.
Healing environment: For everyone’s well-being, please refrain from bringing weapons, engaging in illegal activities, or smoking/vaping on our premises. We have zero tolerance for threats, violence, or any form of disrespect. Our commitment to safety and dignity extends to all identities and backgrounds. Your cooperation with our facility’s rules and regulations is essential for maintaining a safe and healing environment for all.
Service animals: We recognize the importance of your service animal to your health and well-being. While we can’t accommodate pets, we fully support your right to have your service animal by your side. We kindly ask that you take care of your service animal’s needs, as our staff are unable to provide care, food or a special area for them. Should any health or safety concerns arise, we will work with you to find suitable accommodations.
Financial responsibilities: We understand that healthcare costs can be complex and we are here to help you. If you would like to explore options for assistance, please contact our CHI Mercy Health financial advisors at 844.286.5546.

Engaging in your health care choices

Your voice matters in your health care journey. We believe in empowering you with clear, understandable information. Your care team is here to guide you through the details of your condition, available treatments and their potential outcomes, including any risks or side effects. We’re committed to ensuring you feel informed and confident in making decisions that align with your health goals.

We encourage you to ask questions and engage in discussions about your care. After all, you know yourself best, and we’re here to listen and collaborate with you.

Open communication: Sharing accurate and up-to-date health information with your care team helps us serve you better. Please inform us of any changes in your condition.
Advance directives: Let us know your wishes regarding future care. Providing us with your advance directives ensures that your preferences are respected.
Your consent matters: You have full control over your treatment choices, including the right to consent, cancel, or withhold permission for any procedure. This autonomy extends to end-of-life and life-sustaining treatments, as well as the generous act of tissue and organ donation.

Communication tailored to you

We understand that clear communication is key to your comfort and confidence. If you have special requirements, don’t hesitate to inform your health care team. We’re here to accommodate and support you. We offer a range of communication services to meet your needs, at no cost to you:

Qualified medical interpreters for spoken and sign languages.
Accessible information resources such as translation, magnifiers, large print, audio, and electronic formats.
Auxiliary aids and services to assist those with hearing, vision, speech, or manual challenges.

Choosing your visitors

We welcome your chosen visitors to be part of your care journey, as their presence is invaluable to your recovery and well-being. You have the autonomy to decide who visits you. We honor your choices without restrictions based on age, race, ethnicity, color, origin, cultural background, religion, gender identity, sexual orientation, disability, citizenship, language, or immigration status.

Designating your support: You may designate visitors and appoint a support person to manage your visitation rights. Rest assured, your designated visitors will enjoy the same access as immediate family members, though medical decision-making remains a separate matter.
Visitor conduct: We expect all visitors to uphold the same safety and respect standards we cherish. Any form of threat, violence, or disrespect is not permitted within our premises.
Visitation check-in and guidelines: Visitors may be asked to check in at our entrances each day to ensure a secure environment for all. Occasionally, we may need to set visitation limits to ensure everyone’s rights and safety are upheld.
Visitor assistance and emergency aid: Visitors requiring medical assistance should bring an escort to help during their visit. While our staff are not responsible for providing medical aid to visitors, we are fully prepared to respond in the event of an emergency.

Your feedback is valuable

We welcome your feedback and take your concerns seriously. If you have any complaints about your care, please know that voicing them will never affect the quality of service you receive. You can submit a formal grievance at any time at your chosen facility, and we will provide a thoughtful written response. Should you wish to reach out to external agencies, here are some contacts for your convenience:

Oregon Health Authority: 971-673-0540
The Joint Commission Office of Quality Monitoring: 1-800-994-6610

Patient relations: Complaints/Grievances

We’re dedicated to providing an excellent patient experience and promoting healthier communities throughout Roseburg and the surrounding region. If you have questions or feedback about the care you’ve received at our clinic, please reach out to our Patient Relations team.

Learn More

Filing a grievance: CHI Mercy Health or Centennial Medical Group

CHI Mercy Health takes every complaint seriously and wants to work with you to address your issues. If you believe you have experienced discrimination or that your rights have been violated, you may initiate a formal grievance. We ask that you speak with management staff directly about your concern. You may also call and speak with the Hospital Patient Advocate during business hours or you may notify them in writing. The Customer Concern Line is 541-375-5555. The Patient Advocate will contact you upon receipt of the grievance, and will refer the complaint to the appropriate manager for investigation. A written response detailing the steps taken on your behalf to investigate the grievance, and the results of the process will be mailed approximately 7 days from the receipt of the grievance. If a longer period is required, Patient Relations will timely communicate to the patient the anticipated timeframe. The letter will also have the name and number of a contact person for any further correspondence. If a problem is not resolved to your satisfaction, the medical center has an Appeals Committee. To file an appeal, submit your appeal in writing to the Patient Relations Department as noted below.

Patient Relations

CHI Mercy Health 2700 NW Stewart Parkway, Roseburg, OR 97471

Phone: 541-375-5555

[email protected]

You also have a right to file a complaint with the Oregon Health Authority, regardless of whether you choose to first use the hospital grievance process. The Oregon Health Authority number is 971-673-0540.

Any concern about patient safety or care in the hospital, that the hospital has not addressed, may also be referred to the Joint Commission’s Office of Quality Monitoring at 1‐800‐994‐6610.

Any concerns about civil rights that the hospital has not addressed, may be referred to the U.S. Department of Health and Human Services at 1-800-368-1019, 800-537-7697 (TDD) or online at https://www.hhs.gov/ocr/complaints/index.html

Filing a grievance: Centennial Medical Group

If you have a concern about patient safety, quality of care or other problems, we encourage you to first discuss them with your physician or ask to speak with the manager of that area. Compliment/complaint forms are also located throughout the medical center and may be filled out. Please contact the Patient Relations Department at the address below, if you have a complaint, concern or grievance:

Patient Relations

CHI Mercy Health 2700 NW Stewart Parkway, Roseburg, OR 97471

Phone: 541-375-5555

The Patient Advocate will respond within two business days. The usual expected timeframe for resolution is within seven days. If a longer period is required, Patient Relations will promptly communicate the anticipated timeframe to the patient. Please be assured that you may share your concerns, complaint or grievance without fear of retribution or denial of care. You have the right to work with us to resolve issues related to your care.

If a problem is not resolved to your satisfaction, the medical center has an Appeals Committee. To file an appeal, contact the Patient Relations Department as noted above. You also have the option to contact the following agencies in addition to, or instead of, the medical center’s Appeals Committee:

Oregon Health Authority Phone: 971-673-0540

Billing and insurance

We understand you may have questions regarding your medical bills or need assistance navigating the billing process. You may also be looking for information regarding online payments, estimation of costs, or financial assistance.