| A patient (or his/her representative) has the right to:
... be treated with courtesy and respect, with appreciation of his individual dignity, and with protection of his need for privacy.
... question his/her care treatment and to receive a prompt and reasonable response.
... know who is providing medical services and who is responsible for his care.
... have a family member or designated representative and his/her own physician notified promptly of his/her admission.
...be given by his health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis.
...confidentiality of his or her clinical records and has the right to access that information within a reasonable time frame.
... has the right to be included in all aspects of care and care decisions including effective assessment and management of pain and end-of-life care.
...to participate in making decisions about the development and implementation of their plan of care, and the right to request or refuse any treatment except as otherwise provided by law.
... formulate advanced directives and be assured that all hospital staff and practitioners providing their care will comply with those directives in accordance with state law.
... know what patient support services are available, including whether an interpreter is available if he/she does not speak English.
... be free from all forms of abuse, neglect or harassment including the freedom from restraints, whether physical or chemical, that are not medically necessary or are used as a means of coercion, discipline, convenience or retaliation by staff.
...receive care in a safe environment that provides comfort and the protection of emotional and physical health.
...know what rules and regulations apply to his conduct.
...be given, upon request, full information and necessary counseling on the availability of known financial resources for his care.
...know, if he is eligible for Medicare, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate.
...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 consent or refusal to participate in such experimental research.
... receive, upon request, prior to treatment, a reasonable estimate of charges for medical care.
... express grievances regarding any violation of his rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served him and to the appropriate state licensing agency.
... receive a copy of a reasonably clear and understandable, itemized bill and upon request, to have the charges explained.
...impartial access to medical treatment or accommodations, regardless of race, national origin, religion, physical handicap, or source of payment.
...be told of unexpected or adverse outcomes.
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A patient (or his/her representative) is responsible for:
... providing to his health care provider, to the best of his knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his health.
... reporting unexpected changes in his condition to his health care provider.
... reporting to his health care provider whether he comprehends a contemplated course of action and what is expected of him.
... following the treatment plan recommended by his health care provider.
... keeping appointments and, when he is unable to do so for any reason, for notifying the health care provider or health care facility.
... his actions if he refuses treatment or does not follow the health care provider's instructions.
... assuring that the financial obligations of his health care are fulfilled as promptly as possible.
... following health care facility rules and regulations affecting patient care and conduct.
FILING COMPLAINTS
If you have a complaint against a hospital or ambulatory surgical center, call:
Customer Relations Coordinator
321-268-6685
951 N. Washington Avenue
Titusville, FL 32796
Consumer Assistance Unit at
1-888-419-3456 (Press 1)
or write to the address listed below:
Agency for Health Care Administration
Consumer Assistance Unit
2727 Mahan Drive, Bldg, 1
Tallahassee, FL 32308
If you have a complaint against a health care professional and want to receive a complaint form, call:
Consumer Services Unit
1-888-419-3456 (Press 2)
or write to the address below:
Agency for Health Care Administration
Consumer Services Unit
P.O. Box 14000
Tallahassee, FL 32317-4000
If you have a quality of care concern that you do not feel has been satisfactorily addressed, you may file a complaint with the Joint Commission at this toll free U.S. telephone number, 8:30 a.m. to 5 p.m., Central Time, weekdays: (800) 994-6610
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