Wood River Health Services Policies
Below are links to various policies through which we guide service delivery for all of our patients. Our goal is to provide exceptional healthcare services focusing on a patient’s needs, regardless of their ability to pay.
We work closely with our patients to determine the appropriate level of financial responsibility they must assume while maximizing the financial support available to them through health insurance and other benefit programs. Our policies define our application of these principles.
Rights of Patients
- The patient shall be afforded considerate and respectful care.
- Upon request, the patient shall be furnished with the name of the physician responsible for coordinating his/her care.
- Upon request, the patient shall be furnished with the name of the physician or other person responsible for conducting any specific test or other medical procedure performed by the health care facility in connection with the patient’s treatment.
- The patient shall have the right to refuse any treatment by the health care facility to the extent permitted by law.
- The patient’s right to privacy shall be respected to the extent consistent with providing adequate medical care to the patient and with efficient administration by the health care facility. Nothing in this section shall be construed to preclude discreet discussion of a patient’s case or examination by appropriate medical personnel.
- The patient’s rights to privacy and confidentiality shall extend to all records pertaining to the patient’s treatment except as otherwise provided by law.
- The health care facility shall respond in a reasonable manner to the request of a patient’s physician for medical services to the patient. The health care facility shall also respond in a reasonable manner to the patient’s request for services customarily rendered by the health care facility to the extent the services do not require the approval of the patient’s physician or are not inconsistant with the patient’s treatment.
- Before transferring a patient to another facility, the health care facility must first inform the patient of the need for and alternatives to such transfer.
- Upon request, the patient shall be furnished with the identities of all other health care and educational institutions that the health care facility has authorized to participate in the patient’s treatment and the nature of the relationship between the institutions and the health care facility.
- If the health care facility proposes to use the patient in any human experimentation project, it shall first thoroughly inform the patient of the proposal and offer the patient the right to refuse to participate in the project.
- Upon request, the patient shall be allowed to examine and shall be given an explanation of the bill rendered by the health care facility irrespective of the source payment of the bill.
- Upon request, the patient shall be permitted to examine any pertinent health care facility rules and regulations that specifically govern the patient’s treatment.
- The patient shall be offered treatment without discrimination as to race, color, religion, national origin, or source of payment.
- Patients shall be provided with summarized medical bills within thirty (30) days of discharge from a health care facility. Upon request, the patient shall be furnished with an itemized copy of his/her bill. When patients are residents of state-operated institutions or facilities, the provision of this subsection shall not apply.
- Patients have the right to appropriate assessment and management of pain.
Responsibility of Patients
You have the responsibility to:
- Treat all staff with consideration and respect.
- Ask questions of your provider regarding your condition, the care that you are receiving, and recommended treatments.
- Call within 24 hours to cancel any appointment. Failure to keep an appointment without notice to the provider can cause an access problem for other consumers and financial hardship to the agency.
- Repeated failure to keep appointments can compromise your treatment plan and ultimately result in termination of care from your provider.
- Respect others’ privacy.
- Present accurate demographic information, including name, address, phone number and third party coverage.
- Pay all fees on a timely basis or make arrangements with our Financial Assistant.
- Inform management of any difficulties that you may have experienced at Wood River. Reporting any deficiencies will assist us in improving the delivery of care to all consumers.
Wood River Health Services is an equal opportunity provider, and employer.
In accordance with Federal law and U.S. Department of Agriculture policy, this institution is prohibited from discriminating on the basis of race, color, national origin, age, disability, religion, sex, and family status. (Not all prohibited bases apply to all programs.)
To file a complaint of discrimination, write USDA, Director, Office of Civil Rights, 1400 Independence Avenue, S.W., Washington, D.C. 20250-9410 or call (800) 795-3272 (voice) or (202)720-6382 (TDD).
How to read your billing statement
The DATE column is the day the service was performed.
The PATIENT column is the patient who received the service. In families, several patients may be listed on one statement.
The PROVIDER column is the person who performed the service.
The DESCRIPTION column is the service received and billed for.
The CHARGE is the universal charge to all patients receiving that service.
The RECEIPT FROM INS. (insurance) column is any payments received from the insurance company for that associated date of service and charge.
The RECEIPT FROM PAT. (patient) column is any payments received from the patient including copays or coinsurance.
The ADJUST. (adjustment) column is the amount not allowed by the insurance company. Our contracts with the insurance company determine what we can charge for a procedure. As part of our contract, we must adjust off any amount between the insurance allowed amount and our universal charge.
The INS. BAL (insurance balance) column is the amount we are still expecting from the insurance company.
The PAT. BAL (patient balance) column is what is now due from the patient or guarantor. The total of this column is in a double box in the bottom right corner of the statement and says “Due From Patient” see below
The boxes at the bottom of the statement are the current balance, and all aged balances for any services we have not yet been paid for.
|CURRENT||30-60 DAYS||60-90 DAYS||OVER 120 DAYS||TOTAL ACCOUNT BALANCE||DUE FROM PATIENT|
Please call the number on your statement if you have any questions regarding your bill or if you have any information which might affect the amounts in each column on the statement. Please remember that amounts in the “Over 120 Days” column may be subject to collection.
Notice of Privacy Practices
- Treatment. Treatment means the provision, coordination, or management of your health care and related services by Wood River Health Services and health care providers involved in your care. Students/Volunteers may be members of the health care team. It includes the coordination or management of health care by a provider with a third party insurance carrier, communication with lab or imaging providers for test results, consultation between our clinical staff and other health care providers relating to your care, or our referral of you to a specialist physician or facility.
- Payment. Payment means our activities to obtain reimbursement for the medical services provided to you, including billing, claims management, and collection activities. Payment also may include your insurance carrier’s efforts in determining eligibility, claims processing, assessing medical necessity, and utilization review. Payment may also include activities carried out on our behalf by one or more of our collection agencies or agents in order to secure payment on delinquent bills.
- Health Care Operations. Health care operations mean the legitimate business activities of our practice. These activities may include quality assessment and improvement activities; fraud & abuse compliance; business planning & development; and business management & general administrative activities. These can also include our telephoning you to remind you of appointments, or using a translation service if we need to communicate with you in person, or on the telephone, in a language other than English. When we involve third parties in our business activities, we will have them sign a Business Associate Agreement obligating them to safeguard your PHI according to the same legal standards we follow.
- Emergencies. If you are incapacitated and require emergency medical treatment, we will use and disclose your PHI to ensure you receive the necessary medical services. We will attempt to obtain your consent as soon as practical following your treatment.
- Others Involved in Your Healthcare: Upon your verbal authorization, we may disclose to a family member, close friend or other person you designate only that PHI that directly relates to that individual’s involvement in your healthcare and treatment. We may also need to use PHI to notify a family member, personal representative or someone else responsible for your care of your location and general condition.
- Communication barriers. If we try but cannot obtain your consent to use or disclose your PHI because of substantial communication barriers and your physician, using his or her professional judgment, infers that you consent to the use or disclosure, or the physician determines that a limited disclosure is in your best interests, Wood River Health Services may permit the use or disclosure.
- Required by Law: We may disclose your PHI to the extent that its use or disclosure is required by law. This disclosure will be made in compliance with the law and will be limited to the relevant requirements of the law.
- Public Health/Regulatory Activities: We may disclose your PHI to an authorized public health authority to prevent or control disease, injury, or disability or to comply with state child or adult abuse or neglect law. We are obligated to report suspicion of abuse and neglect to the appropriate regulatory agency.
- Food and Drug Administration: We may disclose your PHI to a person or company as required by the Food and Drug Administration to report adverse events, product defects or problems, biologic product deviations as well as to track product usage, enable product recalls, make repairs or replacements or to conduct post-marketing surveillance.
- Health oversight activities. We may disclose your PHI to a health oversight agency for audits, investigations, inspections, and other activities necessary for the appropriate oversight of the health care system and government benefit programs such as Medicare and Medicaid.
- Judicial and administrative proceedings. We may only disclose your PHI in the course of any judicial or administrative proceeding in response to a court order expressly directing disclosure, or in accordance with specific statutory obligation compelling us to do so, or with your permission.
- Law enforcement activities. In accordance with Vermont state law, we may not disclose your PHI to a law enforcement officer for law enforcement purposes without court order, statutory obligation or patient authorization.
- Coroners, medical examiners, funeral directors and organ donation organizations: We may disclose your PHI to a coroner or medical examiner for the purpose of identifying a deceased person, determining a cause of death, or other lawful duties. We also may disclose your PHI to enable a funeral director to carry out his or her lawful duties. PHI may also be disclosed to organ banks for cadaveric organ, eye, bone, tissue and other donation purposes.
- Research. We may disclose your PHI for certain medical or scientific research where approved by an institutional review board and where the researchers have a protocol to ensure the privacy of your PHI.
- Serious threats to health or safety. We may disclose your PHI to prevent or lessen a serious and imminent threat to the health or safety of a person or the public.
- Military activity & national security. We may disclose the PHI of members of the armed forces for activities deemed necessary by appropriate military command authorities to assure proper execution of the military mission. We also may disclose your PHI to certain federal officials for lawful intelligence and other national security activities.
- Worker’s Compensation: We may disclose your PHI as authorized to comply with worker’s compensation law.
- Inmates of a Correctional Facility: We may use or disclose PHI if you are an inmate of a correctional facility and our practice created or received your PHI in the course of providing care to you while in custody.
- US Department of Health and Human Services: We must disclose your PHI to you upon request and to the Secretary of the United States Department of Health & Human Services to investigate or determine our compliance with the privacy laws.
- Disaster Relief Activities: We may disclose your PHI to local, state or federal agencies engaged in disaster relief and to private disaster relief assistance organizations (such as the Red Cross if authorized to assist in disaster relief efforts).
- Right to request restriction of uses and disclosures. You have the right to request that we not use or disclose any part of your PHI unless it is a use or disclosure required by law. Please advise us of the specific PHI you wish restricted and the individual(s) who should not receive the restricted PHI. We are not required to agree to your restriction request, with one exception*, but if we do agree to the request, we will not use or disclose the restricted PHI unless it is necessary for emergency treatment. In that case, we will ask that the recipient not further use or disclose the restricted PHI. You may request restrictions and identify the parties to be restricted in writing to the Director of Medical Information.
*If you request that access be restricted to your PHI for services for which you have fully paid yourself out-of-pocket and not be made available to your insurance carrier, we must agree to your request.
- Right of access to PHI. You have the right to inspect and obtain a copy of your PHI upon your written request. Under very limited circumstances, we may deny access to your medical records. To request access to your medical record call Wood River Health Services during business hours. We will respond to your request as soon as possible, but no later than 30 days from the date of your request. If access is denied you will receive a denial letter within 30 days. There is an appeals process. We have the right to charge a reasonable fee for providing copies of your PHI.
- Right to confidential communications. You have the right to reasonable accommodation of a request to receive communication of PHI by alternative means or at alternative locations. For example, you may wish your bill to be sent to an address other than your home. Please make your request in writing to Wood River Health Services. We will not require an explanation of your reasons for the request, and will attempt to comply with reasonable requests, but you will be required to assume any costs associated with forwarding your PHI by alternate means.
- Right to amend PHI. You have the right to request that we amend your PHI. Your request must be made in writing to us. We will respond to your request as soon as possible, but no later than 60 days from the date of your request. If we deny your request for amendment, you have the right to submit a written statement disagreeing with the denial; Wood River Health Services also has the right to submit a rebuttal statement. A record of any disagreement about amendment will become part of your medical record and may be included in subsequent disclosures of your PHI.
- Right to accounting of disclosures. Subject to certain limitations, you have the right to a written accounting of disclosures by us of your PHI for not more than 6 years prior to the date of your request. Your right to an accounting applies to disclosures other than those for treatment, payment, or health care operations. Please make your request in writing to us. We will respond to your request as soon as possible, but no later than 60 days from the date of your request. We will provide you with one accounting every 12 months free of charge. We will charge a reasonable fee based upon our costs for any subsequent accounting requests.
- Right to receive notifications whenever a breach of your unsecured PHI occurs.
- Right to a copy of our Notice of Privacy Practices and Policies. We will ask you to sign a written acknowledgement of receipt of our Notice of Privacy Practices and Policies. We may periodically amend this Notice of Privacy Practices and Policies and you may obtain an updated Notice at any time.
- Within our Practice: If you have a complaint about the denial of any of the specific rights listed in Section 7 above, about our Notice of Privacy Practices and Policies, or about our compliance with state and federal privacy law you may get more information about the complaint process by contacting Wood River Health Services at 401-539-2461.We will respond to your complaint in writing within the time-frames listed in Section 7 above or in any case within 30 days of the date of your complaint.
- Outside our Practice: If you believe that Wood River Health Services is not complying with its legal obligations to protect the privacy of your PHI, you may file a complaint with the Secretary of the U.S. Department of Health & Human Services, Office of Civil Rights.
- We will not retaliate against you for filing a complaint.
- Fundraising Use: Wood River Health Services may use or disclose your demographic information and the dates you receive treatment in order to contact you for our fundraising purposes.
- Patients Right to “Opt Out”: Wood River Health Services shall provide all patients with an opportunity to “opt out” of having such information used for fundraising purposes. In order to do so, you must document you request to Wood River’s Privacy Officer in writing, if you do not do this we may use you information as described.
- Marketing Use: Wood River Health Services shall obtain a patient authorization for use or disclosure of PHI for marketing purposes. If the marketing is expected to result in direct or indirect remuneration from a third party, the individual shall be notified that such remuneration is expected.