Welcome to Banner Lassen Medical Center
Patient Rights and Responsibilities
Every patient has the right to receive considerate and respectful care in the hospital and to receive the information they require to make informed decisions about their health care. View a complete list of Patient Rights and Responsibilities.
Complaints and Grievances
Patients and families can express their concerns about any aspect of their hospitalization without fear of retaliation, and/or utilize the hospital's grievance process for unresolved concerns or issues. If you have a complaint, you can attempt to resolve the issue with your caregiver first or with Risk Management before filing a written complaint. All written complaints are acknowledged within seven working days and resolved in a timely fashion. You also have the right to file a grievance with Banner Health and/or the California Department of Health if you are not satisfied with the resolution of the complaint.
Advance Directives
As a patient, you have a right to know about your illness, possible treatments and likely results. You have a legal right to decide what kind of medical treatment you want, or don't want. You also have a right to choose a person to make health care decisions for you, if you are unable to do so. Advance directive documents such as the pre-hospital directive, living will, medical power of attorney and/or mental health care power of attorney helps you exercise these rights. Please provide a copy of your written advance directives to the hospital and your doctor. If you need more information, please ask your nurse.
Billing and Insurance
Banner Lassen Medical Center's patient financial services department can help answer your insurance and billing questions. The office can be reached at (530) 252-2252 (back to top)
Cellular Phones
The use of cellular phones and other wireless electronic devices is permitted in most areas of our hospital. The areas where cell phones are prohibited include the Emergency Department treatment areas, pre-op or recovery rooms. Cell phones must be turned off in these areas.
Customer Services
At Banner Lassen Medical Center, we value:
- People above all by treating those we serve with compassion, dignity and respect.
- Excellence by acting with integrity and striving for the highest quality care and service.
- Results by exceeding the expectations of those we serve and those we set for ourselves.
An assigned charge nurse or administrator on call is available 24-hours a day who will gladly assist you or your family with any unresolved issues.
Letters and packages will be delivered to your room by hospital staff. Please address mail to Banner Lassen Medical Center, 1800 Spring Ridge Drive, Susanville, Ca 96130. Mail that arrives after you have been discharged will be forwarded to the return address you provided in Admitting. To send mail, give your stamped letters and postcards to your nurse.
Parking
Visitor parking is available in front of the facility. Truck, RV and large vehicle parking is available on the south side of the building.
Patient Food Service
Patient meals are prepared for you with consideration of your special dietary needs. Most patients will receive a daily menu to select appropriate foods. Tell your food service worker or nurse if you have a question about the meals you order, or if you receive food from outside sources. Foods other than your prescribed diet may conflict with your physician's orders, your diet or medications.
Patient Experience Survey
Once you are at home, you may receive a patient survey with regard to your stay at Banner Lassen Medical Center. Please take the time to fill out this important improvement tool.
Your opinions are important to us and allow us to continuously improve the care and services we provide to our patients and their families. It is our goal to provide you with "excellent" service. We compare ourselves to hospitals across the country and rely on you to let us know how we are doing.
Patient Valuables
The hospital cannot be responsible for lost or stolen valuables. Please send all jewelry and valuables home with a family member. Ask your nurse to assist in labeling eye glasses, denture cups, walkers, canes and wheelchairs.
Pets
Family pets may visit under the following conditions:
- Your pet's veterinarian must complete a form and it must be returned to the hospital before your pet can visit. Your nurse can provide a copy of this form.
- Your pet must be well groomed and bathed. Pet visitation is restricted for patients with certain conditions. Ask your nurse if you need further information.
Room Temperature
If your room temperature is uncomfortable, please notify our nursing our housekeeping staff.
Smoking
Banner Lassen Medical Center is a tobacco-free health care facility. This means that all forms of tobacco use by employees, medical staff, patients and visitors are prohibited on hospital property.
We recognize this may be difficult for many individuals and are committed to supporting visitors and patients coming to our hospital. Please ask a staff member for assistance.
If you are a smoker coming to the hospital for any reason:
If you are a smoker and are being admitted to the hospital following an emergency room visit:
Please notify your nurse or attending physician that you would like assistance through nicotine-replacement aids.
Please inform your visitors about our tobacco -free policy.
If you are hearing impaired or need an interpreter or translator, please ask your nurse. We offer video translation services in four languages including American Sign Language. In addition, we offer a phone translation service for patients in over 100+ languages.
Vending Machines
Snacks and beverages are available from vending machines located in the Dining Hall.
Family and friends are invited to wait for patients in the waiting areas located in our front lobby or by our nurses' station. Please do not leave children unattended in these areas.
Using the Telephone
To make local calls from your room dial "9," then the number. To make long distance calls, dial "0" for a hospital operator, or use a calling card.
