"Every patient that turns to us for help will be welcomed the moment they enter any of our facilities. They have trusted us with their health and the health of our loved ones. They are to be treated with dignity and respect at all times, and most importantly with empathy and kindness."
Col. Martin Doperak
Weed Army Community Hospital
Commanding
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| Medical Care |
| You have the right to quality care and treatment consistent with accepted standards. You also have the right to seek a second opinion regarding any aspect of your treatment. You have the right to express spiritual beliefs and cultural practices that do not harm others and to actively participate with healthcare providers in the development of your treatment plan.
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| Respectful treatment |
| You have the right to considerate, respectful, and responsive care that includes treatment of symptoms and effective pain management. This treatment includes recognition of your personal dignity and your right to participate in the discussion of ethical issues surrounding your care. |
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| Privacy and confidentiality |
| You have the right, within law and military regulations, to privacy and confidentiality concerning medical care. |
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| Identity |
| You have the right to know at all times the identity, professional status and professional credentials of healthcare personnel, as well as the name of the healthcare provider primarily responsible for your care. |
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| Explanation of care |
| You have the right to the information necessary to enable you to make decisions about your care to include refusal if you wish. |
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| Informed consent |
| You have the right to be informed of the treatment, anticipated results, potential alternatives, risks, complications and benefits, before consenting to treatment. |
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| Research projects |
| You have the right to be informed if the hospital proposes to engage in or perform research associated with your care or treatment. You have the right to consent or refuse to participate in any research projects. |
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| Safe environment |
| You have the right to care and treatment in a safe environment. |
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| Hospital rules and regulations |
| You have the right to be informed of the rules and regulations of the hospital that relate to your conduct and that of your visitors. You should be informed of the no-tobacco policy and can expect compliance with those rules from all. You are entitled to information about the hospital mechanism for initiation, review and resolution of patient complaints. You have the right, within published rules. |
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| Visitation policy |
| You have the right to have a support individual of your choice (spouse, domestic partner, family member, or friend) present during the course of your hospital stay, unless this individual’s presence infringes on others’ rights, safety, or is medically or therapeutically contraindicated. |
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| Charges |
| You have the right to an explanation of charges related to your healthcare. |
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| End of life care |
| You have the right to direct the healthcare team on the extent of care you wish to receive. This is done through advanced directives and communication with the healthcare team. Should you become unable to provide direction due to serious illness, you have the right to have your care directed and determined by your own advanced directive, or by your designated decision maker. |
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| Issues and concerns |
| You have the right, without recrimination, to voice concerns regarding quality or patient safety and to have those issues reviewed and resolved. This can be accomplished by speaking with the unit/clinic, Officer in Charge, Noncommissioned Officer in Charge, by contacting Patient Advocacy, or should you desire, by contacting the Office of Quality Monitoring at the Joint Commission. |
| Improving your patient experience: APLSS, ICE and the WACH customer survey card.
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Suggestions or improvements on how we may better care for you and improve patient services are not only welcome, they are actively invited by the command and staff at the WACH.
In order to get your opinion on whether we are meeting your expectations, we invite you to fill out a WACH survey card, found throughout our facilities after you use our services. For those who prefer to use online surveys the Fort Irwin Interactive Customer Evaluation (ICE) is a web-based tool that collects feedback on services provided by various organizations throughout DoD including the WACH. All ICE comments, complimentary or critical regarding the WACH are seen by the hospital commander with an eye toward improving the patient experience. For this reason, the ICE is the best way for patients to lodge complaints. All survey information is kept anonymous and confidential unless you specifically direct otherwise.
APLSS, the Army Provider Level Satisfaction Survey, is a survey that is administered by the Office of the U.S. Army Surgeon General. The survey focuses on issues ranging from how the provider communicated with the patient during the visit to questions regarding access to care, cleanliness of the facility, and courtesy of the staff. Patients are randomly mailed a letter asking them to complete a brief questionnaire regarding their care at the WACH. The survey consists of 24 questions.
Completing the survey gives you, the patient, the opportunity to have your voice heard by WACH leadership. We use the survey results to identify areas for performance improvement. You also have the ability to formally recognize people or services that performed exceptionally. Additional funds for your hospital are also generated based on your responses and overall satisfaction ratings.
We take these surveys very seriously and use your comments and suggestions in our continual effort to improve our services, procedures an facilities to serve the community better.
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