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Patient Rights

Patient Rights

As a patient of Florida Hospital Memorial Medical Center, or as a legal representative of a patient at our Center, we want you to know the rights that you have under federal and Florida state law.

If you have any questions or want to make a complaint or exercise any of your rights, please call or email the Local Compliance and Privacy Officer, Sharon Westlake, at 386-917-5920 or Sharon.westlake@ahss.org.

A patient has the right to:

• Be treated with courtesy and respect, with appreciation of his or her individual dignity, and with protection of his or her need for privacy.
• A prompt and reasonable response to questions and requests.
• Know who is providing medical services and who is responsible for his or her care.
• Know what patient support services are available, including whether an interpreter is available if he or she does not speak English.
• Know what rules and regulations apply to his or her conduct.
• Be given by his or her health care provider information concerning diagnosis, planned course of treatment, alternatives, risks and prognosis.
• Refuse treatment, except as otherwise provided by law.
• Be given, upon request, full information and necessary counseling on the availability of known financial resources for his or her care.
• Know, upon request, in advance of treatment, and if eligible for Medicare, whether the provider or health care facility accepts the Medicare
assignment rate.
• Receive, upon request, prior to treatment, a reasonable estimate of charges for medical care.
• Receive a copy of a reasonably clear and understandable, itemized bill and, upon request, to have charges explained.
• Impartial access to medical treatment or accommodations, regardless of race, national origin, religion, physical handicap or source of payment.
• Treatment for any emergency medical condition that will deteriorate from failure to provide treatment.
• Know if medical treatment is for purposes of experimental research and to give his or her consent or refusal to participate in such experimental research.
• To have pain managed as individually and effectively as possible.
• Express grievances regarding any violation of his or her rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility, which served him or her, and to the appropriate statelicensing agency.
• A patient receiving care in a health care facility or in a provider’s office has the right to bring any person of his or her choosing to the patient-accessible areas of the health care facility or  provider’s office to accompany the patient while the patient is receiving inpatient or outpatient treatment or is consulting with his or her health care provider, unless doing so would risk the safety or health of the patient, other patients, or staff of the facility or office or cannot be reasonably accommodated by the facility or provider.
 
A patient is responsible for
• Providing to his or her health care provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications and  other matters relating to his or her health.
• Reporting unexpected changes in his or her condition to his or her health care provider.
• Reporting to the health care provider whether he or she comprehends a contemplated course of action and what is expected of him or her.
• Following the treatment plan recommended by the health care provider.
 

Complaints:
If you have a complaint, please ask to speak with the nurse manager. To file a complaint against a hospital or ambulatory surgical center, call the Agency for Health Care Administration complaint hotline at: 1-888-419-3456 or write to the: Agency for Health Care Administration, Consumer Assistance Unit, 2727 Mahan Drive Tallahassee, FL 32310.

If you have a complaint against a  physician, call the Medical Quality Assurance, Consumer Services office at 1-888-419-3456 or write to the address below. A toll-free complaint line is available to check the status of complaints. Call 1-888-419-3456. Agency for Health Care Administration, Medical Quality Assurance - Consumer Services, 2727 Mahan Drive Tallahassee, FL 32310.


The public may contact the Joint Commission’s Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission– accredited health care organization by either calling (800) 994-6610 or e-mailing complaint@jcaho.org.

 

Download the Rights and Responsibilities in English and Spanish.