Patient Rights and Responsibilities

Patient Rights

To the extent provided by law, as the patient, you have the right to:

• Access and/or receive treatment based on your specific medical needs when available based on hospital resources. Receive disability related accommodations to facilitate and support treatment. Receive prompt life-saving treatment in an emergency. Access interpreter services and have information explained in your preferred language. This includes being provided with information about your rights in a language you can understand.
• Be treated with consideration, respect, and dignity.
• Know the identity and role of individuals treating you and know the relationship between your provider and the healthcare facility.
• Refuse to participate in research.
• Refuse to have students be part of your care team.
• Participate in your care. Have a family member or support person and your physician of choice notified of admission to the hospital. Participate in the creation and implementation of your care plan. Know treatment options and accept or refuse treatment. Be provided with information in a clear, concise, and accessible manner to enable you to make appropriate treatment decisions.
• Be informed about your care. Participate in informed consent. Be informed about the risks and benefits of treatment and alternative treatments which are medically possible.
  • Obtain a copy of any rules or regulations which apply to patient conduct.
  • For labor and delivery patients in Massachusetts: receive information at the time of pre-admission on the hospital’s annual rate of cesarean sections and related statistics.
  • For survivors of sexual assault: be offered emergency contraception and get written information about emergency contraception.
• Have your pain assessed and managed.
• Have your privacy maintained during treatment and personal care to the extent reasonably possible. Have privacy and confidentiality of all records pertaining to your care within the capacity of the facility.
• Access, review, and obtain a copy of your medical record within a reasonable time frame and an accessible format.
• Receive care in a safe setting free from all forms of discrimination, abuse, and harassment. Have restraint or seclusion used only to ensure your safety, or the safety of our staff or others. Restraints or seclusion must be implemented by trained staff.
• Request a cost estimate for health care services including an itemized explanation of your bill. This will reflect all charges and information regarding financial assistance.
• Receive prompt and adequate response to all reasonable questions and requests within the capacity of the facility.
• Appoint a health care proxy and complete an advance care directive so we can know what kind of care you wish to have should you become unable to tell us.
• Be able to communicate with people outside of the hospital.
• File a complaint or grievance with the facility or with the appropriate organizations.
• Have all rights as outlined under the Americans with Disabilities Act observed.

Patient Responsibilities

We ask you to take an active role in your health care to help the caregivers meet your needs.

As a patient, we ask you to the best of your ability that you:

• Provide information to facilitate care; including medical history, allergies, unexpected changes in condition, and other relevant information as necessary.
• Tell caregivers if you do not understand the information we provide about your condition or treatment.
• Partner with us on your treatment plan.
• Keep scheduled appointments or let us know if you are unable to keep them.
• Provide us all information needed about payment for your medical care. If you have concerns regarding paying medical bills, let us know as we may have resources to assist you.
• Follow our rules and regulations for safe behavior.
• Respect the rights of other patients, visitors, and staff, and adhere to the Mass General Brigham Code of Conduct.
• Take care of your personal belongings.
• Help create a quiet, healing environment by controlling noise and the number of visitors.

To file a complaint or grievance please contact Patient and Family Relations (PFR): 617-243-6205 | NWHPFR@mgb.org

Or contact your local state agency:

Commonwealth of Massachusetts
Board of Registration in Medicine
178 Albion Street
Ste. 330
Wakefield, MA 01880
www.mass.gov/orgs/board-of-registration-in-medicine
781-876-8200

Massachusetts Department of Mental Health
Director of Licensing
25 Staniford Street
Boston, MA 02114
www.mass.gov/orgs/massachusetts-department-of-mental-health
617-626-8000

The Joint Commission
Office of Quality and Patient Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
www.jointcommission.org
1-800-994-6610

Massachusetts Department of Public Health
Division of Health Care Facility Licensure and Certification
Complaint Intake Unit
67 Forest Street
Marlborough, MA 01752
www.mass.gov/orgs/department-of-public-health
617-753-8150 | 1-800-462-5540