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Experience

My Rights & Privacy

To be sure your stay with us is as beneficial and pleasant as possible, we promise to provide high quality care, treat you with dignity and respect, and make every effort to protect your rights. If you have any questions about your rights or responsibilities at any time during your stay, please ask for more information. 

Summary of Patient Rights

You have the right to:

  • A prompt, reasonable response to your requests and needs.
  • Considerate, impartial, and respectful care. This includes the right to emergency treatment of any condition that will deteriorate without immediate care.
  • Be involved in the decisions affecting your care.
  • Accept or refuse treatment. This includes the right to understand and authorize treatment through “informed consent.” You also have the option of refusing treatment “against medical advice” (AMA).
  • Formulate “advance directives,” making decisions about your care that will be enacted if you should become incapacitated. You may also appoint a surrogate decision-maker.
  • Receive all information necessary to make treatment decisions, including an;understanding of who is responsible for your care, who is providing your care, and the availability of patient support services, including access to pastoral/spiritual care services. You have the right to request a reasonable estimate of charges in advance, and you are entitled to an understandable, itemized bill and an explanation of charges.
  • Effective communication, including: reasonable interpreter and translation services; Assistance to meet vision, speech, hearing, language, and cognitive  impairment needs; Age-appropriate information; Visitors, telephone calls, and other forms of communication; Restrictions on communication are evaluated for therapeutic effectiveness and determined with you and your family’s participation, as appropriate.
  • Be assured of reasonable safety within the hospital, including the right to be free from mental, physical, sexual, and verbal abuse, neglect, mistreatment, exploitation, humiliation, and retaliation.
  • Effective management of your pain by having pain assessed at appropriate times; being involved in the treatment plan; knowing what medication or treatment will be used, including any risks, benefits and side effects of that medication or treatment; and being educated about managing pain.
  • Participate in the consideration of ethical issues involving your care.
  • Be informed of any experimental, research or educational projects affecting your care.
  • Personal privacy and confidentiality, including restricted access to your medical records, within legal limits.
  • Be represented by a guardian, next of kin or legally authorized responsible individual to ensure the protection of your rights if you should become unable to represent yourself.
  • Voice a complaint to your caregivers without fear of reprisal if you are dissatisfied with any aspect of your care. This would include issues related to quality of care, patient safety, coverage decisions, and premature discharge concerns. If these cannot be resolved promptly, you may call the Patient Relations Department at (863) 402-3421 to discuss your concerns. You also have the right to file a complaint with the Florida Agency for Health Care Administration by calling (888) 419-3456.

Summary of Patient Responsibilities

You are responsible for:

  • Providing accurate information to those providing care. This includes information about your health status, unexpected changes and anticipated problems. You are also responsible for providing complete and accurate financial and insurance information.
  • Confirming that you understand the treatment plan. This includes providing “advance directives,” and requesting additional information if necessary.
  • Participating with the healthcare team by providing information about health and medical history to develop a plan to  manage pain.
  • Following the agreed-upon treatment plan.
  • Keeping appointments or giving proper notification if an appointment will be missed.
  • The outcome should you choose to refuse treatment. This includes not following  instructions.
  • Fulfilling financial obligations promptly.
  • Being considerate of Florida Hospital Heartland Division’s staff and other patients and their property.
  • Following the hospital’s rules of conduct, as outlined below.

Rules of Conduct

Items and activities that are not permitted include:

  • Smoking (except in designated outdoor areas), drugs and alcohol.
  • Weapons, running, fighting and profanity.
  • Sexual activity and inappropriate dress.
  • Unauthorized use of medication.

Remember, if you have any questions about your rights, responsibilities, or the rules of conduct, please don’t hesitate to ask. In addition to this summary, a copy of the full text of the law concerning your rights is available upon request. If for any reason you wish to access the ethics committee, please call (863) 402-3133 or contact your caregiver or chaplain. We appreciate your cooperation and are happy to be able to serve you.

The Patient’s Bill of Rights is also available in Spanish, please ask us.

Filing a Grievance

Our goal is to provide you and your loved ones with quality care and comfort during your stay at Florida Hospital Heartland. If at any time during your stay you have a concern or a problem, please notify your nurse and/or any hospital employee. If your concern is not addressed to your satisfaction, please ask for the department director or supervisor. Our patient representative Mary Ann Andrews can be reached by phone at (863) 386-7116.

Our facilities are accredited by The Joint Commission. If you have any safety or quality concerns, we encourage you to contact the patient representative at (863) 402-3266. If your issues are not addressed, you may also contact The Joint Commission at http://www.jointcommission.org/.

For Additional Assistance

You do not have to utilize the hospital’s internal process prior to lodging a grievance with the state agency and we are providing the following for your information:

If you have a complaint against our hospital or clinic, please contact:

Agency for Health Care Administration
Consumer Assistance Unit
2727 Mahan Drive, Building 1
Tallahassee, FL 32308
Phone: 888-491-3456
Web site: http://www.fdhc.state.fl.us/

If you have a complaint against a health care professional and want to receive a complaint form, please contact:

Agency for Health Care Administration
Consumer Services Unit
P.O. Box 14000
Tallahassee, FL 32317-4000
Phone: 888-419-3456
Web site: http://www.fdhc.state.fl.us/