MSCHE/ACOE Self Study

8.2.6 The clinic publishes or posts policies and procedures on the patient’s rights and responsibilities. The Patient’s Bill of Rights is posted in the patient reception area of each of the four clinical services and included in the UEC Notice of Privacy Practice Brochure that is given to every new patient at their first appointment. It is included in the University Eye Center’s Policy and Procedure Manual (section P- 1) that is accessible by faculty, staff and students. Each patient signs a general informed consent document (C-10: page 93 of the UEC Policy and Procedure Manual . Additional written informed consent may be obtained for secondary and tertiary procedures (Section C-11 of the UEC Policy and Procedure Manual ). In addition, payment and insurance policies are also delineated in educational materials available on the clinical floors and on our website. This information assists patients to understand their responsibilities with regard to insurance coverage issues. 8.2.7 The clinic has written procedures for receiving and resolving patient complaints, grievances, and appeals . The University Eye Center’s (UEC) policy and procedure on Compliments and Complaints addresses three specific areas: 1. Resolution of Verbal Complaints 2. Responding to Patient Satisfaction Surveys 3. Responding to Written Patient Compliments and Complaints The aforementioned policy and procedure can be found in the UEC Policy and Procedure Manual under C-9. Copies of all compliments and complaints are filed in the Office of Clinical Administration and are available for review to applicable regulatory and/or accreditation agencies and their representatives. 8.2.8 Clinic programs have established procedures to address risk management such as liability, security and safety. Clinical faculty (including on-site residents) and staff, as employees of the State of New York, are covered under section 17 of the NYS Public Officers Law (Policy M-3 of the Policy and Procedures Manual). Under this statute, employees are covered for their acts or omissions and are both indemnified and defended by the state provided that the employee is acting within the scope of his/her employment and that injury or damage did not result from intentional wrongdoing. Students are covered under a separate certificate of insurance purchased by the University as they are not deemed state employees. The College’s University Police has primary responsibility for security and safety on campus. The department consists of University Police Officers and Security Officers who have the responsibility for crime prevention, building safety, fire and medical emergencies. Fire drills and building evacuation drills are conducted periodically and in accordance with the rules and regulations for Article 28 health facilities in New York State. Safety and security procedures are included in the

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