Patients' Rights & Responsibilities Statement

Patients' Rights

The Right to Information

Patients have the right to receive accurate, easily understood information to assist them in making informed decisions about health care involving facilities and professionals.

The Right to Respectful Care

Every patient has the right to respectful and considerate care without discrimination.

The Right to be a Full Partner in Health Care Decisions

Patients have the right to participate or have the patient’s representative participate in the development of, or decisions concerning treatment; and to receive assistance from a family member, the patient’s representative, or other individual in understanding, protecting, or exercising the patient’s rights.

The Right to Identification

Patients have the right to know the identity of physicians, medical assistants, and others involved in their care, as well as when those involved are students or other trainees.

The Right to Care Without Discrimination

All patients have the right to considerate, respectful care from all Urgent Specialists employees at all times and under all circumstances. Patients must not be discriminated against based on their race, national origin, religion, gender, sexual orientation, age, disability, marital status, diagnosis; to receive treatment that supports and respects the patient’s individuality, choices, strengths and abilities in the provision of health care services, consistent with the benefits covered in their policy and/or as required by law.

The Right to Privacy

Patients have the right to receive privacy in treatment and care for personal needs. Patients have the right to communicate with health care providers in confidence and to have the confidentiality of their personally-identifying health care information protected.

The Right to Review

Patients have the right to review, upon written request, the patient’s own medical record or financial records according to A.R.S. §§ 12-2293, 12-2294, and 12-2294.01 and request amendments to their records, as well as have the information in their records interpreted or explained to them, except as restricted by law. Patients have the right to review any disclosures of their health information, in accordance with law and regulation.

The Right to Complaint Resolution

Patients have the right to a fair and efficient process for resolving any differences with Urgent Specialists, its policies, guidelines, or health care providers.

The Right to Have Acute Pain Issues Addressed

Urgent Specialists respects the patient’s right to management of pain as appropriate and consistent with clinical practice guidelines.

The Right to Express Safety or Care Concerns

Patients have the right to contact the administrator at (520) 395-0471 Ext. 108 with any safety or care concerns.  Patients also have the right to contact AZ. Dept. of Health Services 602 364-3030 or Medicare Beneficiary Ombudsman 1 800 633-4227 to report any concern about patient safety or care to which they feel Urgent Specialists management was unable to successfully address.

The Right of Referral

Patients have the right to receive a referral to another healthcare institution if Urgent Specialist is not authorized or not able to provide physical health services or behavioral health services needed by the patient.

The Right of Participation or Refusal

Patients have the right to participate or refuse to participate in research or experimental treatment.

Patients' Responsibilities

The Responsibility to be Accountable

In a health care system that affords patients their rights and protections, the patient must also take greater responsibility for maintaining good health.

The Responsibility to Ask Questions

Patients should ask questions when they do not understand their care, treatment, or services or what they are expected to do.

The Responsibility to Follow Instructions

Patients should follow their plan of care, treatment, or services. They should also express any concerns about their ability to follow the proposed plan. Patients should also accept their share of responsibility for outcomes of not following their plan of care, treatment, or service.

The Responsibility to Show Respect and Consideration

Patients should be considerate of the organization’s physicians, staff, and property, as well as other patients and their property.

The Responsibility to Meet Financial Obligations

Patients are expected to meet all financial obligations agreed to with Urgent Specialists.

Telehealth - Cancellation and Refund Policy

Cancellations

You can cancel your appointment at any point up until the start of the appointment

Non-Refundable items

  • - Completed appointments
  • - Appointments cancelled due to the network connectivity
  • - Missed appointment

Refunds (if applicable)

If you would like a refund you must request a refund in writing to billing@urgentspecialists.com

Once your cancellation request is received and inspected, we will send you an email to notify you that we have received your request. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a specified time frame.

Refunds for incomplete sessions (if applicable)

If due to a network issue from the Urgent Specialists Server side, you are not able to complete the video session then our support may provide a refund or book a new video consultation for you free of cost. However it is done based on the sole discretion of Urgent Specialists and which cannot be appealed against.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company and/or your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at billing@urgentspecialists.com

Apr 2019