Patients Rights & Responsibilities

Patient Rights

To have equal access to competent, considerate and respectful care in a safe environment that fosters the patient’s comfort and dignity and does not discriminate against any person on the basis of sex, age, religion, disability, social economic status, gender identity, gender expression, or sexual orientation.
To complete privacy regarding your medical records and conversations with your health care provider(s). Information will not be released to anyone without your permission except when required by law.
To understand why certain procedures and tests are required, and why certain information is requested.
To refuse any treatment that you do not understand or do not want to the extent permitted by law.
To discuss with your health care provider(s) any questions or problems about your health care and have the opportunity to participate in decisions involving your health care, except when such participation is contraindicated for medical reasons.
To be informed about your health care needs including information concerning your diagnosis, evaluation, treatment and prognosis. When it is medically inadvisable to give such information to the patient, the information may be provided to a person designated by the patient or to a legally authorized person.
To receive information about establishing Advanced Directives.
To give informed consent for your participation in any research program and the right to refuse to participate.
To be assured that your refusal to participate in a research program will not keep you from receiving quality care.
To express your grievances and suggestions to Clinic staff and expect an honest response.
To receive information about the credentials of health care professionals upon request.
To request a specific health care provider or to change providers if available. This request may increase the time you may wait to be seen, unless the request is made when your appointment is originally scheduled. Should the requested provider be unavailable on the day of your appointment, every effort will be made to place you with an acceptable provider or your appointment may be rescheduled.
To receive language interpreter services whenever possible to communicate in your primary language or manner.
To request a second opinion. This may include at your discretion:
- Another health care provider at another Indian Health Service facility
- An outside health care provider at the patient’s expense

Patient Responsibilities

To keep your appointments as instructed.
To provide current insurance information including health, prescription, dental, and vision coverage; or cooperate with OKCIC Benefits Coordinators in seeking coverage.
To provide current government issued photo identification and eligibility documentation when requested.
To inform your provider about any living will, medical power of attorney, or other directive that could affect your care.
To answer questions honestly and factually so that you may be receive the best possible care.
To provide complete and accurate information to the best of your ability, about your health; any medications you are taking (including over-the-counter products and dietary supplements); allergies or sensitivities; and treatments prescribed by other health care providers.
To inform Clinic staff members if you do not understand or cannot follow health care and medication instructions.
To follow the agreed-upon treatment plan prescribed by your health care provider and participate in his/her care.
To notify health care providers promptly if there are any changes in your health.
To be behave respectfully toward all health care professionals, staff, other patients and visitors including monitoring your children’s behavior.
To provide a responsible adult to transport you home from the facility and remain with you as directed by the health care provider or as indicated on discharge instructions.

Oklahoma City Indian Clinic reserves the right to refuse services to anyone who does not abide by Clinic rules, becomes belligerent or abusive, or is under the influence of alcohol or drugs.

Maintaining “Current Medical Patient” status:

A “Current Medical Patient” is considered to be a patient who has been seen by one of the Clinic’s medical providers within the last year. By law, prescriptions with refills expire after one year (prescriptions for pain medication expire sooner). In order to continue receiving medication, you must follow the provider’s treatment plan and keep your appointments. If you have not been seen by an OKCIC provider in over one year, you will not be able to receive prescriptions. If a patient has NOT had a medical appointment at the Clinic in over three years, their chart becomes inactive. The patient will need to go through the new patient process again. It is recommended to keep your chart current and have a basic check-up once per year.

Patient Complaints / Grievances Procedure

The patient, legal guardian, natural parent, or the patient’s personal representative has the right to satisfactory resolution of issues that may occur in connection with his/her health care. He/she may file a complaint through the Patient’s Complaint and Grievance Procedure. During the resolution process, some patients may elect to request a different Primary Care Provider (PCP). The process for making this change is outlined in the Medical Policy and Procedure Manual (Empanelment Policy).

Procedure:

Patient complaints are handled either formally or informally. Informal complaints are discussed directly by the individual(s) involved on a person-to-person level with the patient. Formal complaints are written either by the patient, the patient’s representative, or by a member of the clinic staff.
All patient complaints are to be handled at the lowest possible level. If the patient has a complaint involving a staff member(s), it will be referred to the Department Supervisor where the incident occurred. The Department Supervisor will be authorized to receive the complaint from the patient; to investigate the complaint; to ascertain the validity and significance of the complaint; and to suggest resolution to the patient.
If the patient is not satisfied with the resolution proposed by the Department Supervisor, the patient will be referred to the Patient Advocate to discuss submitting a formal written grievance. Whenever the patient desires to submit a written grievance, he/she will be allowed to do so. Simple complaints, such as extended waiting time, that can usually be settled with an explanation will not become formalized written grievances. More complex complaints, such as improper treatment or discourtesy by a staff member, will be treated in a more formal manner and the complainant will be encouraged to write the grievance. The complainant will be given a Patient Grievance form for use when it is determined that the complaint will be written (see attached). The written grievance must contain the following information:
- Identification of patient on whose behalf the complaint is made
- Identification of person lodging the complaint if other than the patient
- Date of incident
- Identification of staff involved
- Circumstances of the incident

The Patient Advocate will investigate the grievance and immediately meet with all involved parties, if possible. If the patient has already left the facility or is otherwise not available, the Patient Advocate will contact the patient as soon as possible to discuss the complaint. The Patient Advocate will work toward an appropriate resolution for the patient. If no resolution is met, the grievance will be handled by the Chief Operating Officer (C.O.O.). The patient will be notified of final resolution by phone or letter within forty-eight (48) hours of resolution. All complaints, grievances, and investigative notes are forwarded to the Risk Management Committee by the Patient Advocate for review at regularly scheduled meetings.
A copy of the completed documentation will be sent to the staff member’s supervisor and Human Resources when the grievance involves conduct such as rudeness or inappropriate behavior.
If the patient is not satisfied with the resolution, he/she has the right to have the
decision reviewed by the Risk Management Chairperson/Chief Executive Officer (CEO). The decision of the CEO is final. The patient will be notified of the final decision by phone or letter within ten (10) business days.

Release of Information

The Privacy Act of 1974 is intended to prevent invasion of the privacy of individuals. A patient has the right to expect that all communications and records pertaining to his or her care should be treated as confidential. The consent of the patient for disclosure of his record shall be required unless otherwise specified under the facility’s established rules and regulations. In the event you should require information contained in your medical record you must sign a RELEASE OF INFORMATION FORM specifying the information to be released and to whom the information shall be released. THIS FORM MUST BE FILLED OUT COMPLETELY IN ORDER TO PROCESS ANY REQUESTS FOR RECORDS.

The specified information will be copied from your record and mailed to the individual or agency indicated by the patient on the Release of Information form. The RELEASE PROCEDURE WILL TAKE UP TO TEN (10) BUSINESS DAYS FOR PROCESSING, unless deemed an emergency by clinic staff. PLEASE ALLOW A TWO-WEEK NOTICE FOR ALL MEDICAL RECORD REQUESTS. The first copy will be provided free of charge. There will be a charge of .25 cents per page for additional copies.

You can help expedite the process of releasing your medical information by filling out the release form completely and by providing the complete name and address of where the medical records are to be sent.

According to Oklahoma City Indian Clinic and Indian Health Service rules and regulations, please complete the required form and allow time for it to be processed.

Questions regarding the release of information should be directed to Medical Records at ext. 251.

OKCIC does not give copies of CDIB’s, birth certificates, or social security cards. You must get these documents from the appropriate agencies.

CDIB card: Tribal Agency
Birth Certificates: State Vital Records Office
Social security cards: Social Security Office

Indian Health Service Referrals

If an Indian Health Care referral has been written for you by an OKCIC provider, please note the following:

Your referral will be sent to the proper Purchased Referred Care (PRC) office for processing.
That office will approve, disapprove, or defer the referral.
If the referral is approved, PRC will make the appointment for you and notify you. PRC will pay for the care they arrange.
Each time you return to the doctor with whom PRC has arranged care, you will need a new referral. If that doctor thinks you need to see another doctor or have additional tests, you will need a new referral. Please remember that a referral is good for only one visit.
If the referral is deferred, PRC is still in the process of reviewing your referral.
To inquire about the status of your referral, please contact the PRC office after 10 working days from the time your referral was written. You can contact the office at:
- Oklahoma City Area Indian Health Service
- 701 Market Place
- Oklahoma City, OK 73114
- Attn: Purchased Referred Care
- (405) 951-6075
If you are a new patient or never received a referral before, the Oklahoma City Area Indian Health Service will request that you establish a chart with them.

After hours and emergency care:

If you need emergency care: Chickasaw Nation Medical Center in Ada is the nearest Indian health care Emergency Room (ER). If you need urgent ER care, go to the nearest ER and notify Purchased Referred Care within 72 hours at (405) 951-6075 to see if payment assistance is available.
If you are sent to the ER by Oklahoma City Indian Clinic, you (the patient) need to notify Purchased Referred Care.
A Registered Nurse is available to answer health-related questions after normal business hours by calling our toll-free Nurse Advice Line at (855) 591-8127.

Pharmacy

Photo identification
A current driver’s license, state issued photo I.D. or current Tribal ID is required by law to pick up prescriptions for controlled substances.

Generic drug policy
Patients who receive care at Oklahoma City Indian Clinic do not have the option to choose brand name or generic. You must accept what is available from the Clinic pharmacy or you may request a written prescription to be filled at a retail pharmacy at your expense. Generally, generic drugs are less expensive but occasionally, because of contract negotiations the opposite is true. In those instances the Clinic will supply brand name medications.

Refill Policy

Refill requests
All refill requests must be made through the automated phone system, or online here. Call (405) 948-4900 and follow prompts.
You must know your current prescription number and chart number.

Can it be refilled?
Refills are designated on your prescription bottle. If you do not have refills, you will need to allow up to three additional days in the event no refills are designated on the bottle. By law, prescriptions with refills expire after one year. In order to continue receiving medication, you must follow the provider’s treatment plan and keep your appointments. If you have not been seen by an OKCIC provider in over one year, you will not be able to receive prescriptions. Lost/stolen medications will not be replaced unless a police report is presented.

Information you will need to provide:
Please have this information ready before you call the automated refill line.

Current Prescription Number(s): Keep your most recent Rx bottles so that you have the current prescription number.
Daytime phone number in case we need to contact you.

To avoid running out of medication:

Call 7 days before your medication runs out. Please do not wait until you have a couple of days of medication remaining. This could cause you to run out before your refill request can be processed.
The clinic is closed on all federal holidays. Add an additional 1-2 days to the refill pick-up schedule for any week containing a holiday.

Text messaging notification is available. Please sign up with a Pharmacy team member if you are interested in receiving this service.

Community Health Representative (CHR) Transportation Program

Transportation guidelines

The CHR transportation program is available for patients with established charts that are unable to access the Clinic without transportation being provided.
Patient must live in Oklahoma County unless prior approval has been obtained from the CHR.
Patient must have a medical appointment. Other departmental appointments will be booked according to CHR availability.
Appointment must be between 10:00 a.m. and 2:00 p.m. unless prior approval from the CHR has been obtained.
Transportation will only be provided to the patient holding the appointment. If the patient is a minor child, only one parent or guardian will be allowed to accompany the child.
Patients not present at their designated pick-up address may be denied future transportation services.
Transportation appointments will be cancelled if Oklahoma City Public Schools are closed due to inclement weather. Patients will need to contact the CHR as soon as possible once the medical appointment has been rescheduled.
The CHR has the right to cancel services if the roads are deemed unsafe for driving due to inclement weather. Current phone numbers are essential.
Transportation will only be provided to and from appointment. The CHR is not allowed to make personal stops.
The CHR will not deliver medication unless the doctor deems it necessary and he/she notifies the CHR.
Patients must be able to enter and exit the vehicle with little or no assistance. The CHR is prohibited from lifting patients into the vehicle.
The CHR does not provide emergency medical treatment, and has the right to transport passengers to the nearest emergency medical facility or call an ambulance in the event of emergency.
Transportation services are not available to inmates, or any person requiring supervision (halfway house residents, etc.). It will be up to the facility in which they are staying to make arrangements for their transportation and appointments.
Patients must adhere to the following Patient Responsibilities.

Patient responsibilities

Call the CHR at least 2 weeks in advance, or as soon as possible, to schedule a transportation appointment.
Call and confirm transportation appointment 24-48 hours in advance.
Refrain from the use of drugs, alcohol, smoking, and abusive language.
Wear seat belts at all times and remain seated.
Call 24 hours in advance to cancel transportation appointment if services are no longer needed.
Be present at the designated address and ready to leave when the CHR arrives.
Vicki Yackeyonny, RMA, CHR (405) 948-4900 ext. 462

Services

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Services

Get Involved

About Us

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Patient Rights

Patient Responsibilities

Maintaining “Current Medical Patient” status:

Patient Complaints / Grievances Procedure

Release of Information

Indian Health Service Referrals

Pharmacy

Refill Policy

Community Health Representative (CHR) Transportation Program

If you are experiencing symptoms of an emergency, call 911 or have someone drive you to the nearest emergency room.

For mental health emergencies, call the Suicide and Crisis Lifeline by dialing 988.

OKCIC's after-hours toll-free Nurse Advice Line is 1-888-591-8127.

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Services

Patient Tools & Resources

Programs

Services

Get Involved

About Us

Contact Us

Patients Rights & Responsibilities

Patient Rights

Patient Responsibilities

Maintaining “Current Medical Patient” status:

Patient Complaints / Grievances Procedure

Release of Information

Indian Health Service Referrals

Pharmacy

Refill Policy

Community Health Representative (CHR) Transportation Program

If you are experiencing symptoms of an emergency, call 911 or have someone drive you to the nearest emergency room.

For mental health emergencies, call the Suicide and Crisis Lifeline by dialing 988.

OKCIC's after-hours toll-free Nurse Advice Line is 1-888-591-8127.

Sign up for updates

How did we do?

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