Patients have the right to receive or restrict visitors within clinically necessary or reasonable restrictions. We ask that you and your family show respect for other patients, visitors, and staff, and follow our policies regarding no smoking or other tobacco use, cell phone use, infection prevention, and safety.
We will close the door, close the curtains, or ask your visitors to leave the room during an exam. Because St. Luke's is a clinical education site for healthcare students, they may be involved in your care. If healthcare students are in your room or involved in your care, you have the right to know why.
You have the right to keep your stay in the hospital a private matter. When you’re admitted to the hospital, you’ll be given a choice as to whether others will be allowed to know that you’re in the hospital. Please talk with your family before making this decision. If you choose to keep your hospital stay private, we’ll honor your decision and no one will be told that you’re a patient in the hospital. This means we will be unable to accept any flowers, mail, or telephone calls for you.
If you desire private telephone conversations, you have the right to access the space and a telephone appropriate to your needs, as long as this does not interfere with the care, treatment, and services being provided to you.
Information about you and your care will be kept confidential (private). Your medical records are private and only you or other authorized people or agencies are allowed to see them. You have the right to see and obtain copies of your medical records. To obtain your records, you’ll need to give us a request in writing. It may take a few days for us to make your medical records available. (Read St. Luke's Joint Notice of Privacy Practices for more information.)
When you’re admitted to the hospital, you have the right to have your doctor, a family member, or other person of your choice notified right away.
St. Luke's staff and healthcare providers will tell you about your condition and treatment, and how well your treatment is working. When it’s appropriate, this information will also be shared with your family. If it’s not medically possible for you to provide the name of a family member, this information will be shared with an appropriate person on your behalf.
If you require special accommodations for vision, hearing, speech, language, or cognitive impairment, please tell the Admitting staff or your nurse and we’ll do everything possible to meet these needs. There is no charge for these services.
When you sign up for text messages from St. Luke’s, you are signing up to receive text messages related to your relationship with St. Luke’s. The communications you receive from St. Luke’s may include, but are not limited to, appointment reminders, MyChart account notifications, one-time passcodes, billing notifications, prescription reminders, care management messages, and patient satisfaction surveys.
You can opt-out of SMS messages by texting STOP to the respective short code. Your opt-out request will generate one final message confirming that you have been unsubscribed, and you will no longer receive SMS messages from the short code you opted out from. If you are experiencing issues with a messaging program you can reply with the keyword HELP for more assistance.
You may also adjust your communication preferences via MyChart, or by contacting us at 208-381-9000 or firstname.lastname@example.org.
Carriers are not liable for delayed or undelivered messages. Message and data rates may apply for any messages sent to you from us and to us from you. Message frequency may vary.
Please see our Privacy Practices for more information on how we collect and use information.
You have the right to get information from your doctor about your illness and treatment. This will help you make decisions about your care. Before you have a treatment or procedure that requires your consent, your caregiver will make sure your doctor has answered all your questions about the treatment or procedure. If you have more questions, please tell your caregiver.
You have the right to say "no" to any treatment. If you do not want the treatment, you will be told what could happen to your health as a result. You may be asked to sign a form telling us you do not want the recommended treatment.
You, or when appropriate, your family, will be told about unexpected medical problems or outcomes that have a bad effect on your health or may later have a bad effect on your health.
Research is an important part of finding better treatments. As a patient at St. Luke's, you may be asked to participate in research or a clinical trial for your illness or treatment. We will tell you about the risks and benefits of participating in the research. We will first get your permission (informed consent) by asking you to sign a form that tells us you understand the research or clinical trial and that we have your permission to proceed. You have the right to say "no" to research or clinical trials. Saying "no" will not affect the quality of the traditional care and treatment you will receive.
You have the right to know the name of all drugs ordered by your doctor, the dosage, the reason they are being given, and the known possible side effects. To help your caregivers ensure safety, always check to make sure the drug and the dosage are correct. If you believe the drug or dosage is wrong, tell your caregiver. Be sure to tell your caregiver about any other drugs, herbal products, food supplements, or vitamins you’re taking. Also tell your caregiver if you’re allergic to foods, medicine, or other substances.
Patients and their family members and visitors should never touch or adjust medical equipment. If you need help, please use the call light.
We want you to be as comfortable as possible. Your caregiver will work with you to control your pain. If you’re in pain, please tell your caregiver.
You have the right to be cared for in a safe setting and to be free from all mental, physical, sexual, and verbal abuse; neglect; retaliation or humiliation; exploitation or harassment from staff, students, volunteers, other patients, visitors, and/or family members. We also expect our patients and their family members to not abuse or harass our employees or any other person at St. Luke's. Anyone who is abusive or harasses others may be asked to leave St. Luke's or find care elsewhere.
Protective and advocacy services may be called for free at the following phone numbers:
Child Protection Reporting
Idaho Domestic Violence Hotline
Adult Protection Reporting
1-844-850-2883 (Treasure Valley/Elmore/McCall)
1-800-574-8656 (Magic Valley/Jerome/Wood River)
Office for Civil Rights
Idaho Council on Developmental Disabilities
You have the right to be free from restraints and seclusion unless your physician orders restraints and/or seclusion to help keep you or others safe.
Advance Directives are documents, such as a Living Will, a Durable Power of Attorney for Health Care, or a Declaration for Mental Health Treatment. These documents allow you to name the person you would like to make health care decisions for you and the kind of care you would like, in accordance with Idaho Statutes, if you are unable to tell us your wishes at a later date. You may ask about Advance Directives when you are admitted to the hospital or at any time while you are in the hospital. You have the right to have your Advance Directives included in your medical record, and to have hospital staff and physicians follow your wishes. If you have an Advance Directive, we encourage you to provide a copy to your nurse and discuss your wishes with your physician, in addition to making a copy available for your record.
You and your family have the right to have your cultural, psychosocial, spiritual, and personal values, beliefs, and preferences respected, as long as they do not harm others. If you would like to speak with a hospital chaplain or other member of the clergy, please tell your caregiver. If you have spiritual beliefs regarding specific medical treatments, please discuss these beliefs with your physician.
St. Luke's does not discriminate against any person on the basis of ability to pay for care, age, color, gender, gender identity, medical condition, national origin, race, religion, sex, or sexual orientation. Patients will receive the care they need and everything that is ordered by a physician. In addition, St. Luke's facilities and all of its programs and activities are accessible to and useable by all.
St. Luke's has policies to make sure that decisions about patient care are not influenced by monetary arrangements among insurance companies, hospital managers, doctors, employees, or any others who may be involved in patient care.
St. Luke's patients are involved in decisions about care, treatment, and services provided. Family members may be involved in the decision-making, with permission from the patient or surrogate decision-maker. Patients can freely voice complaints and recommend changes without being subject to coercion, discrimination, reprisal/retaliation, humiliation, or unreasonable interruption of care, treatment, and services.
If you have concerns or complaints about your care, we will try to address them quickly and fairly. We ask that you discuss your concerns with your caregiver or, if you prefer, with a hospital manager.
If you are not satisfied with the way we answer your concerns, please contact Patient Relations by phone, email, or mail, and we will look into your concerns. Please specify the location where you received services.
St. Luke's Health System
ATTN: Patient and Family Relations
190 E. Bannock Street
Boise, ID 83712
(208) 381-1420 or 1-800-579-0061
Our goal is to provide a written response to your concerns within thirty (30) days or sooner of receipt. In the event we’re not able to fully investigate and respond to your concern within this timeframe, we’ll communicate any delays to you in writing. Please be assured that we will investigate all concerns and respond as quickly as possible. You may also file your concern independently with:
State of Idaho
Bureau of Facility Standards
PO Box 83720
Boise, ID 83720-0009
Office of Quality Monitoring
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
5700 Lombardo Center Dr., Suite 100
Seven Hills, OH 44131
As a not-for-profit organization, St. Luke's maintains an "open door" policy. This means we’ll give you the hospital care you need, even if you can’t pay your bill.
Patient Financial Services staff will help you make arrangements to pay your bill. If you don’t understand your bill, we’ll be happy to explain it to you. Financial assistance programs are available if needed, including access to government programs such as Medicaid and Medicare.
Contact us for assistance with your bill: (208) 706-2333 or 1-800-342-3432
Read our financial care policy
When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing. When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, such as a copayment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a health care facility that isn’t in your health plan’s network.
You are protected from balance billing for:
You’re never required to give up your protections from balance billing. You also aren’t required to get care out-of-network. You can choose a provider or facility in your plan’s network.
When balance billing isn't allowed, you also have the following protections:
If you believe you've been wrongly billed, visit the CMS website or call 1-800-985-3059 for additional information and instructions to dispute charges. You may also contact the Idaho Department of Insurance by visiting the department's website or calling Consumer Affairs at (208) 334-4319 or toll-free in Idaho at 1-800-721-3272.
Please leave valuable items, including jewelry and money, at home. If you do bring these types of items to the hospital, please talk with Admitting staff or ask your nurse to have them placed in a secured area (Security Department or hospital safe).
Your nurses and other caregivers are here to assist in meeting your medical and support needs. That’s why we ask patients and their family members to keep track of personal belongings such as clothes, dentures, hearing aids, and eyeglasses. Please let your nurse know as soon as possible if any personal item is missing, and every effort will be made to find it. We’re sorry that St. Luke's cannot replace lost or damaged personal property.