Consumer rights and responsibilities

• To expect the health care provider to provide safe, competent care within his or her legal scope of practice, to recognize limitations and consult with or refer to other health professionals as necessary.
• To expect the provider to communicate clearly, in lay terminology, the nature of the health care problems addressed, including options and recommendations for care.
• To actively participate in health care decisions that influence care planned to address problems identified by the provider.
• To have an opportunity to ask questions or voice concerns and have them addressed adequately.
• To request a "second opinion" or consultation, especially for chronic, terminal, or other serious conditions; and when surgery is recommended.
• To be taken seriously and listened to by the provider.
• To be assured that personal health care information will be retained in a confidential manner by the provider.
• To be seen at, or within a reasonable period of time, from the appointment time. To be informed of unforeseen delays or emergencies that may cause the provider to be late and to be offered the opportunity to reschedule, rather than waiting. One may expect to have his or her time recognized as important and not have to encounter unnecessary delays (such as those from "double-booking" appointments).
• To have adequate access to the provider and to information provided regarding alternatives for care after office hours or when the provider is not available.
• To receive an itemized bill and have the opportunity to address questions or concerns with the appropriate individual(s).

• To identify the qualities one wants in a health care provider, and individual philosophy and goals regarding health; then to choose a provider based on these factors.
• To utilize health care resources appropriately and in a responsible manner. This includes becoming familiar with one's own insurance coverage, including the benefits and limitations of coverage.
• To schedule appointments in advance, informing the receptionist if the provider needs to address more than one health care problem. Acute conditions are often accommodated with an appointment either the same day the client calls or the following day. One should even call prior to going to the provider's office when emergencies arise, because the provider may prefer to have the client seen in the emergency room at a hospital.
• To check into the health care setting on time or before the appointment time. If unable to keep an appointment, call to cancel or reschedule as early as possible.
• To utilize time with the provider efficiently by being an accurate historian regarding the concern being addressed, past medical and family medical information, and any medications taken currently or in the past.
• To participate in decisions regarding care, openly expressing any concerns or questions.
• To comply with care agreed upon with the provider, including instructions for medications or other treatment prescribed for home, and follow-up appointments or phone calls.
• To address continued concerns (those not resolved in discussions with the provider) formally with the medical director or administrative manager of the facility.
• To choose and maintain a primary care provider with whom one is willing to openly address personal health care issues. If one finds that he/she cannot not interact effectively with a specific provider (after genuine attempts to do so), it is appropriate to change providers.
• To ultimately accept responsibility for lifestyle choices and habits which may impact one's health status.