Patient & Visitors

Patient & Visitors

  • Patient Information
  • Patient Guide
  • Campus Information
  • Directives
  • Resources

Rights and Responsibilities

The mission of CHRISTUS Santa Rosa Health System is to extend the healing ministry of Jesus Christ.

At CHRISTUS Santa Rosa, we function under a code of ethical behavior and are committed to providing you and your family with the highest quality of health care within our capabilities.

Our faith-based values maintain that we will respect each person's uniqueness and dignity as a child of God, understanding your individual needs throughout the healing process. As a patient in our hospital, or a parent/guardian of a child patient, you have rights that we recognize and support.

Your Rights as a Patient
A. You have the right to appropriate and compassionate care at all times.

B. You will not be discriminated against on the basis of your race, religion, color, national origin, sex, age, handicap, marital status, sexual preference or source of payment.

C. You have the right to register a complaint concerning any aspect of your stay/care and receive due follow-up from our patient care representative.

D. You have the right to expect reasonable safety insofar as the hospital's practices and environment are concerned.

E. You have the right to expect that the people caring for you will introduce themselves and explain their roles in your care.

F. If you do not speak the predominant language of the community, you will have access to an interpreter.

G. You have the right to receive information about your condition in terms you can understand, as well as the proposed course of treatment, procedures and prospects for recovery. If your physician withholds this information because it is not medically advisable, he or she must record the reason in your medical record.

H. You have the right to designate a representative to make health care decisions on your behalf.

I. You or your designated representative have the right to participate in the consideration of ethical issues surrounding your care.

J. You have the right to choose which pain control method you wish to try, consistent with accepted medical practice.

K. You have the right to refuse treatment to the extent provided by law and to be informed of the medical consequences of that refusal. If you refuse care or treatment, you are responsible for the results of that decision. If the hospital or its staff decide that your refusal of treatment prevents you from receiving appropriate care according to ethical and professional standards, the relationship with you may be terminated upon reasonable notice.

L. You have the right to refuse to take part in any research or experimental projects, and to withdraw from such projects in which you previously agreed to participate. Also, some of the caregivers involved in your care may be students. If so, this will be explained to you, and you have the right to refuse students to be involved in your care.

M. You may not be restrained unless a physician has given written authorization for this, or it is deemed necessary in an emergency situation to protect you from injuring yourself or others. Reasons for the application of restraints will be shared with you.

N. If you have consented to have your family kept informed regarding your care, and your family has agreed to be notified, you have the right to expect the staff to attempt to contact your family promptly to inform them of the need for restraint.

O. Generally, you have the right to read your medical record while you are a patient in the hospital if a physician or designated health care professional is present. After discharge, you have the right to obtain (for a fee), copies of your completed medical record

P. Communication and records about your care will be treated confidentially. You have the right to determine in writing who may receive copies of your medical record, except as required by law.

Q. You are entitled to privacy in treatment and in caring for your personal needs. This includes the right to be interviewed and examined in surroundings designed to assure reasonable privacy.

R. You have the right to talk privately with anyone you wish (subject to hospital visiting regulations), and the right to refuse to see visitors.

S. You will be instructed about how to continue your health care after you leave the hospital. When medically permissible, you have the right to be transferred to another facility. If transfer to another health care facility is necessary, you will receive an explanation as to why the transfer is required. You will be given assistance in making arrangements for transfer.

T. You have the right to an advance directive (such as directive to physician, family or surrogate, or medical power of attorney) concerning treatment or designating

a surrogate decision-maker with the expectation that the hospital will honor the intent of that directive to the extent permitted by law and hospital policy.

U. You have the right to request and receive an itemized hospital bill and an explanation of your bill. Whenever possible, you will be notified when you are no longer eligible for insurance. You may ask the staff to give you information about financial help for your hospital bill.

V. You have the right to take part in religious and/ or social activities while in the hospital, unless your physician thinks these activities are not medically advisable.

Patient Responsibilities
Your health care is a cooperative effort among you, your physician and the hospital staff. In addition to your rights, it is expected that you will assume the following responsibilities to the best of your ability.

A. Follow the hospital's rules and regulations as explained to you or as described in printed material.

B. Provide a complete and accurate medical history when requested to do so.

C. Follow the treatment plan recommended by your physician. It is your responsibility to advise those treating you if you decide not to follow the prescribed treatments. You are responsible for your own actions if you choose to refuse treatment or follow instructions.

D. Tell the physician or nurse if you do not understand your treatment or if you do not understand what you are expected to do.

E. Report unexpected changes in your condition to your physician.

F. Discuss pain management with your physician and nurse and assist them in measuring the amount of pain you experience. Ask for pain relief when you first experience pain. Tell a member of your health care team if your pain is not relieved. Tell your physician, nurse or therapist about any concerns you have about taking pain medications. Follow the developed pain management plan.

G. Make your needs and wishes known.

H. Provide the hospital a copy of your current advance directive, if you have an advance directive.

I. Understand your health problems to your satisfaction. If you don't understand your illness or treatment, ask your physician about it.

J. Be considerate of other patients and of hospital staff and property.

K. Follow the hospital's visitor policy.

L. Be considerate of other patients and their respective right to privacy. It is your responsibility to see that your visitors are considerate of others, and that unnecessary noise does not annoy nearby patients.

M. Observe the hospital's "no-smoking" policy.

N. Pay your hospital bill or tell the hospital if you cannot pay the bill so that other arrangements can be made.

O. Participate and involve your family in educational opportunities concerning your health, and participate in discharge planning.

Responsibilities of CHRISTUS Santa Rosa Health System To Our Patients
A. It is the responsibility of every health care team member to assure that every patient or surrogate decisionmaker has the opportunity to exercise their rights in accordance with the Texas Administrative Code, applicable law, hospital policy and accepted standards of patient care. Furthermore, the organization recognizes the responsibility to inform and educate staff to ensure adherence to this policy.

B. CSRHC has the responsibility to our patients for appropriate pain management. All patients have the right to pain relief, including patients who lack the capacity to or cannot describe their pain. An important part of the care we provide is the management of our patients' pain.

We are committed to providing collaborative, safe and effective pain management to our patients throughout the continuum of care.

Privacy Practices

CHRISTUS Santa Rosa Health System Notice of Privacy Practices Effective 3/26/2013

THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.

If you have any questions, please contact the Privacy Office at the address or phone number at the end of this Notice.

Who will follow this Notice?
CHRISTUS Santa Rosa Health System provides healthcare to our patients, residents and clients in partnership with physicians and other professionals and organizations. The information privacy practices in this Notice will be followed by:

  • Any healthcare professional who treats you at any of our locations;
  • All departments and units of our organization including all off-campus units or departments;
  • All employed Associates, staff or volunteers of our organization, including Associates at our regional office and CHRISTUS Health, our parent organization, with whom we may share information as permitted within our organized healthcare arrangement.
  • Any Business Associate or Business Associate sub-contractor, or any affiliate or partner of CHRISTUS Health with whom we share health information.

Our pledge to you:

  • We understand that medical, billing and personal information is very important and we are committed to protecting the privacy of that information. We create a record of the care and services you receive to provide quality care and to comply with legal requirements. This Notice applies to all of the records of your care that we maintain, whether created by our Associates or your personal physician. Your personal physician may have different policies or Notices regarding the physician’s use and disclosure of medical, billing and personal information created in the physician’s office.
  • We will not sell your medical or personal information for direct or indirect payment without your authorization.

We are required by law to:

  • Keep medical, billing and personal information about you private;
  • Give you this Notice of our legal duties and privacy practices with respect to your protected health information;
  • To notify you of an unauthorized disclosure of your unsecured medical, billing or personal information;
  • Follow the terms of the Notice currently in effect.

Changes to this Notice:
We may change our policies and privacy practices at any time. Changes will apply to your protected health information we already have, as well as new information obtained after the change occurs. When we make a significant change in our policies, we will change our Notice and post the new Notice prominently in waiting areas and on our website at christussantarosa.org.

You can receive a copy of the current Notice at any time. The effective date is listed just below the title. You will be offered a copy of the current Notice each time you register at our facility for treatment. You will also be asked to acknowledge your receipt of this Notice in writing.

How we may use and disclose your protected health information:
We may use and disclose medical, billing and personal information about you for:

  • Treatment (such as sending medical information about you to another provider of healthcare as part of a referral);
  • To obtain payment for care provided (such as sending billing information to your insurance company); NOTE: if you pay out of pocket in full for the care or service provided, you have the right to ask us to restrict the disclosure of that information to your insurance company;
  • And to support our health care operations (such as comparing patient data to improve treatment methods).

We may use and disclose medical information about you without your authorization for:

  • Public health purposes;
  • Abuse or neglect reporting;
  • Health oversight audits or inspections;
  • Some research studies;
  • Funeral arrangements;
  • Organ donation;
  • Worker’s compensation purposes;
  • During emergencies;
  • When required by law, such as in response to a request from law enforcement officials in specific circumstances;
  • In response to valid judicial or administrative orders.

We may contact you without authorization for:

  • Appointment reminders;
  • To inform you about possible treatment options, alternatives, health-related benefits or services that may be of interest to you.

We may use certain demographic information without authorization:

  • Such as name, address, telephone number or e-mail address, date of birth, health insurance status, gender, dates of service, department of service information, treating physician information or outcome information to contact you for the purpose of fundraising for CHRISTUS Santa Rosa Health System. You have the right to opt-out of receiving future communications with each solicitation. Information on how to opt-out will be contained in each communication.
  • We may provide your name to our institutionally related foundation. The money raised will be used to expand and improve the programs and services we provide to the community. Information on how to opt-out will be contained in each communication.
  • Your decision to opt-out will have no impact on your treatment or payment for services at CHRISTUS Santa Rosa Health System.

If you are admitted as a patient:

  • You have the option of not being listed in the facility patient directory.
  • If you do chose to be listed in the directory, the following information will be listed and may be released to anyone who asks for you by name, except religious affiliation:
    • Your name
    • Your location in the facility
    • Your general condition (good, fair, guarded, critical, etc.)
    • Your religious affiliation (your religious affiliation may be disclosed to a facility employed clergy member, even if they do not ask for you by name).
  • We may disclose medical and billing information about you to a friend or family member who is involved in your medical care; or
  • To disaster relief authorities so that your family can be notified of your location and condition.

Other uses of your medical information:

  • Other than face-to-face conversations about services and treatment alternatives we will not use your protected information for marketing purposes without your authorization.
  • In any other situation not mentioned in this Notice, we will ask for your written authorization before using or disclosing your medical, billing or personal information.
  • If you choose to authorize the use or disclosure of your medical, billing or personal information, you can later revoke that authorization by notifying us in writing of your decision.

Your rights regarding your medical and billing information:

  • In most cases, patients have the right to look at or obtain a copy of their medical and billing information contained in the designated record set used to make decisions about their care.
  • You may request this information in a printed format or if the information is maintained electronically you may request an electronic copy of the information.
  • There may be a fee charged for the cost of supplies and labor for creating the paper or electronic copy.
  • If you believe that information in your designated record set is incorrect or that information is missing, you have the right to request that we correct the records. Your request must be submitted in writing and include the reason you are requesting the change. We can deny your request to change a record if the information you are requesting to be changed was:
  • not created by us,
  • is not part of the medical or billing information maintained by us, or
  • if we determine that the record is accurate.

  • You may appeal, in writing, a decision by us not to amend a record.
  • You have the right to a list of those instances when we have disclosed medical, billing and personal information about you, for reasons other than treatment, payment or healthcare operations or without your authorization. Your written request must identify a time period, which must be less than a six (6) year time period and after April 14, 2003. You may receive the list in a printed format or, if available, in an electronic format. There may be a cost associated with your request. You will be informed of the cost before any charges are incurred.
  • If you initially received this Notice electronically, you have the right to a paper copy.
  • You have the right to request that your medical and billing information be communicated to you in a confidential manner, such as sending mail to an address other than your home. You must ?notify us in writing of the specific manner or location for us to use to communicate with you.
  • You may request, in writing, that we not use or disclose your medical, billing or personal information for treatment, payment or healthcare operations to persons involved in your care except when specifically authorized by you, or when required by law, or in an emergency. We will consider your request but we are not legally required to honor the request.
  • You may pay for a service out of pocket in full and request that the encounter not be disclosed to your insurer.

Complaints:

  • If you are concerned that your privacy rights may have been violated or if you disagree with a decision made about access to your records, you may:
  • contact the Privacy Office listed in this Notice;
  • call the CHRISTUS Health Integrity Line, available 24 hours a day, 7 days a week at 1-888- 728-8383 or access it electronically at https://christus.alertline.com/gcs/overview; or
  • file a complaint with the U.S. Department of Health and Human Services Office of Civil Rights (OCR) at http://www.hhs.gov/ocr/privacy/hipaa/complaints/index.html.

  • If you need help filing a complaint or have a question about the complaint or consent forms, you may e-mail OCR at OCRMail@hhs.gov or request help from the Privacy Office listed in this Notice.

Privacy Office Contact Information:

Roxanne Jenkins
333 North Santa Rosa Street
San Antonio, TX 78207-3198
210-704-3342
roxanne.jenkins@christushealth.org

Internet Privacy Statement

CHRISTUS Santa Rosa is committed to protecting your privacy when you visit our Web site. Any personal information provided by site users will be protected to the extent possible and any data provided to CHRISTUS Santa Rosa will be appropriately managed. CHRISTUS Santa Rosa will not release a site visitor's name, street address, telephone number, or e-mail address to a third party without consent. Third-party service providers facilitate some areas of the christushealth.org site and may have access to personal information submitted by users. CHRISTUS Santa Rosa will require third parties facilitating this site to maintain the privacy of personal information.

CHRISTUS Santa Rosa offers this site as a service to our visitors and the communities we serve. If this site receives electronic mail, CHRISTUS Santa Rosa will endeavor to keep that e-mail private, viewable only by the sender and the recipient, except:

  • In the event CHRISTUS Santa Rosa, as the site operator, determines it is necessary to protect ourselves or other visitors from injury or damage.

  • In the event disclosure is otherwise required by law.

All electronic messages may be copied as a routine matter and may be destroyed on a regular basis pursuant to the policies of and in the discretion of CHRISTUS Santa Rosa. CHRISTUS Santa Rosa disclaims any responsibility to maintain copies of any such communication or to assure that such information is deleted.

CHRISTUS Santa Rosa may use cookies to collect non-personal information on site visitors. Note: A cookie file contains unique information a Web site can use to track things, such as the number of visits by a site visitor, list of pages visited, and the date when a visitor last looked at a specific page, or to identify a visitor's session at a particular Web site.

This site may contain links to other sites on the Internet. CHRISTUS Santa Rosa is not responsible for the privacy practices or the content of such sites.

Patient Notification of Data Collection

Click here to download the Patient Notification of Data Collection.

Financial Assistance Policy

Medical Records Access

CHRISTUS Santa Rosa Hospital - Alamo Heights
Phone: 210.294.8060
Fax: 210.294.8199

CHRISTUS Santa Rosa Hospital - Medical Center
Phone:  210.705.6565
Fax:  210.705.6530

CHRISTUS Santa Rosa Hospital - New Braunfels
Phone:  830.606.2193
Fax:  830.643.5102

CHRISTUS Santa Rosa Hospital - Westover Hills
Phone:  210.703.8600
Fax:  210.703.8607

The Children’s Hospital of San Antonio
Phone:  210.704.2286
Fax:  210.704.2198

Insurance Accepted

The following is a listing of the primary insurance plans and managed care networks that CHRISTUS Santa Rosa currently contracts with and, when available, links to their websites. As this list is not all-inclusive, please refer to your insurance plan provider directory if you do not find your insurance plan or network listed below.

Even if your insurance plan is listed below, please check with them to verify that your specific CHRISTUS Santa Rosa facility is participating in your network, as CHRISTUS Santa Rosa's participation in each network may vary by community. Please also check with them to ensure that the physician who will be serving you at your CHRISTUS Santa Rosa facility participates in your network. Occasionally, physicians, anesthesiologists, etc. who are employed by or contract with a CHRISTUS Santa Rosa hospital that is covered by your health plan do not themselves participate in the plan, and are not covered.

Your insurance plan can also provide you with benefit coverage information, tell you what documents you may need to complete and estimate your financial responsibility for services.

Some of these health insurance websites have member payment calculators, but you may need to register with your insurance plan's website in order to access certain information. If you have additional questions, we encourage you to call your insurance plan for more information.  

Important Notice:
CHRISTUS Santa Rosa Hospital – Alamo Heights is a separately licensed Hospital which accepts Aetna, Blue Cross Blue Shield of Texas, CIGNA Healthplan, Humana, Multiplan, Private Health Care System (PHCS), and United Healthcare commercial health plans. CHRISTUS Santa Rosa Hospital – Alamo Heights does not accept Medicare, Medicaid, Managed Medicare, or Managed Medicaid Plans.

 


Aetna

Beech Street

Blue Cross Blue Shield of Texas

Blue Cross Blue Shield of Texas Advantage*

CIGNA Healthplan

Community First Health Plans

Employers Health Network

First Health Network

Healthsmart Preferred Care

HealthSmart Accel

Humana

Humana Military Services (TriCare)

Multiplan

National Preferred Provider Network (Medavant Healthcare Solutions)

Prime Health Services

Private Health Care System (PHCS)

Provider Select

United Healthcare

*Only accepted at the The Children's Hospital of San Antonio and CHRISTUS Santa Rosa Hospital - New Braunfels.