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Patient Rights and Responsibilities

At UMass Memorial Health Care, our staff respects your rights as a patient and recognizes your individual health care needs. We want to be your partner in making decisions regarding your care.

It is our responsibility to:

  • Provide you with considerate and respectful care
  • Ensure that you are fully informed about your condition and treatment
  • Maintain your privacy and confidentiality

You can help us in this partnership:

  • By asking for clarification of things you do not understand
  • Reporting any changes in your health
  • Making informed decisions

Your Rights as a Patient

Every patient has the right:

  • To freedom of selection of a physician except for emergency medical treatment, provided that the physician is able to accommodate the patient
  • To receive, upon request, an itemized bill reflecting charges from the physician and/or the facility including laboratory charges, pharmaceutical charges, and third party credits and charges
  • To obtain, upon request, the name and specialty of the physician or others responsible for your care or coordination of care
  • To confidentiality of all records and communication as provided by law
  • To have all reasonable requests responded to promptly and adequately within the capabilities of this facility
  • Upon request, to obtain an explanation as to the relationship, if any, of UMass Memorial and your physician to any other health care facility or educational institution as it relates to your care or treatment
  • Upon request, to receive any information which this facility has available relative to financial assistance and free care as well as any rules that apply to your conduct as a patient at UMass Memorial
  • Upon request, to inspect your medical records and to receive a copy for a fee determined by the current rate of copying expenses
  • To refuse to be examined, observed or treated by students or any other staff member without jeopardizing access to psychiatric, psychological, or other medical care and attention
  • To refuse to serve as a research subject and to refuse any care or examination when the primary purpose is educational or informational rather than therapeutic
  • To privacy during medical treatment or care within the capacity of UMass Memorial
  • To lifesaving treatment in an emergency without discrimination because of source of payment or delay due to discussions of source of payment
  • To informed consent to the extent provided by law, including the right to accept or refuse medical treatment, including foregoing or with­drawing life-sustaining treatment or withholding resuscitative services
  • To appropriate assessment and management of pain
  • If you are a female rape victim of childbearing age, to receive medically and factually accurate written information prepared by the Massachusetts commissioner of public health about emergency contraception, to be promptly offered and to be provided with emergency contraception, upon request
  • If you have breast cancer, to complete information regarding alternative treatments which are medically viable; if you are having a breast implant, you have the right to know the disadvantages and risks associated with breast implantation, and your physician should discuss this with you at least 10 days before the planned surgery, except in an emergency
  • To be free from seclusion, physical restraints and medications that are used as restraints when they are not medically necessary
  • To have a family member or other representative and your own physician notified of your admission to the hospital
  • To formulate advance directives and revise those directives at any time; in Massachusetts, the tool for implementing your advance directives is a Health Care Proxy
  • To receive care in a safe setting free from all forms of abuse or harassment
  • If you are a maternity patient, to receive statistical information regarding certain aspects of previous deliveries at UMass Memorial
  • To interpreter services upon request
  • To be informed about the outcomes of care and treatment that was provided, including unanticipated outcomes
  • To receive information about your responsibilities while receiving care, treatment and services
  • To have visitors of your choosing in accordance with the hospital’s visitation policy

When You Have Concerns

You also have the right to voice your concerns or complaints regarding the quality of care or services you have received. Voicing a concern or complaint will in no way compromise your access to care or treatment.

If you have a concern or feel your rights have not been respected, contact:

Clinton Hospital
201 Highland Street, Clinton, MA 01510
978-368-3714 

HealthAlliance Hospital - Leominster Campus
60 Hospital Road, Leominster, MA 01453
978-466-2000 

Marlborough Hospital
157 Union Street, Marlborough, MA 01752
508-486-5820

UMass Memorial Medical Center
55 Lake Avenue North, Worcester, MA 01655
Tel: 774-442-3701

Commonwealth of Massachusetts
Board of Registration in Medicine
200 Harvard Mill Square
Wakefield, MA 01880
Tel: 781-876-8200
Consumer Hotline: 800-377-0550

Department of Public Health
Division of Health Care Quality
Patient Advocacy and Complaint Unit
99 Chauncy Street, Second Floor
Boston, MA 02111
Tel: 800-462-5540 or 617-753-8000

Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Tel: 800-994-6610

DNV Healthcare, Inc.
Hospital Complaint
400 Techne Drive, Suite 350
Milford, OH 45150-3710
Tel: 866-523-6842
Email: hospitalcomplaint@dnv.com