Patient rights and responsibilities

As a patient or parent of a minor patient, it is important to know the rights that have been given to you, under federal and Illinois state law.

Access

You have the right to:

• Have a family member (or other representative of your choosing) and your own community doctor notified promptly of your admission to the hospital.
• Be informed of your visitation rights and receive visitors whom you designate, including, but not limited to, a spouse, a domestic partner (including same-sex domestic partner), another family member or a friend, subject to your consent and withdraw or deny such consent at any time. The hospital and/or clinic will ensure that visitors enjoy full and equal visitation privileges consistent with your preferences. unless:
  • No visitors are allowed.
  • The facility reasonably determines that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health facility staff or other visitors to the health facility or would significantly disrupt the operations of the facility.
  • However, a health care facility may limit or restrict visitation, including but not limited to regulate the hours of visitation, the number of visitors per patient or the movement of visitors within the health care facility.
• Not be restricted, limited or otherwise denied visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation or disability.
• Not be discriminated against based on race, color or national origin.

Respect and Dignity

You have the right to:

• Care consistent with sound nursing and medical practices.
• Receive kind and respectful care, be made comfortable and have caregivers respect your cultural, psychosocial, spiritual and personal values, beliefs and preferences.

Privacy and Confidentiality

You have the right to:

• Privacy and confidentiality of records except as otherwise provided by law. The nature or details of services provided to you shall not be disclosed except in accordance with applicable law.
• Have your personal privacy respected.
  • Notice of Privacy Practices in English 
  • Notice of Privacy Practices in Spanish 
  • Notice of Privacy Practices in Traditional Chinese 
  • Notice of Privacy Practices in Vietnamese 

Medical Information, Consent and Refusal of Treatment

You have the right to:

• Request, access and request amendment to and receive an accounting of disclosures regarding past and current medical records within a reasonable timeframe, as permitted by law.
• Receive as much information about your condition and any proposed treatment or procedure as you may need in order to give informed consent or to refuse a course of treatment.
• Request or refuse treatment, to the extent permitted by law.
• If you are the subject of a research program or an experimental procedure, receive an explanation of the nature and possible consequences of such research or experiment before the research or experiment is conducted and to consent to or reject it.

Provision of Information

You have the right to:

• Know the name of the doctor who is responsible for coordinating your care.
• Be informed of any medical provider’s profession upon providing the treatment or care, which includes but is not limited to any physical examination, such as a pelvic examination.

Medical Treatment Decisions

You have the right to:

• Make decisions regarding your medical care.
• Formulate and tell us about your advance directives and to have hospital staff and practitioners who provide care in the hospital comply with these directives.
• Effective communication and to take part in developing and implementing your plan of care.

Financial Information

You have the right to:

• Examine and receive an explanation of the hospital and/or clinic’s bill, including the itemized charges for specific services received, regardless of the source of payment.

Personal Safety

You have the right to:

• Be free from physical or mental abuse, corporal punishment and restraint or seclusion, of any form, imposed as a means of coercion, discipline, convenience or retaliation by staff.
• Safe implementation of restraint or seclusion by trained staff, where permitted by law.
• Receive care in a safe setting, free from all forms of abuse and harassment. 

Complaints or Concerns

You have the right to:

• File a grievance. If you want to file a grievance with this hospital or clinic, you may do so by writing or calling:

  City of Hope, Patient Advocate, Chicago: Patient Relations Department
  2520 Elisha Ave.
  Zion, IL 60099
  
  Phone: (847) 746-6586

• The grievance committee will review each grievance and provide you with a written response within 30 days. The written response will contain the name of a person to contact at the hospital or clinic, the results of the grievance process and the date of completion of the grievance process. Concerning quality of care or premature discharge will also be referred to the appropriate Utilization and Quality Control Peer Review Organization.

• File a complaint with the State Department of Health and Human Services, regardless of whether you use the hospital’s grievance process. The State Department of Health and Human Services phone number and address is:

  Illinois Department of Public Health, Office of Health Care Regulation Central Complaint Registry
  525 W. Jefferson St., Ground Floor
  Springfield, IL 62761 

  Phone: (800) 252-4343
  Email: [email protected]

• File a complaint with the State Department of Human Rights, regardless of whether you use the hospital’s grievance process. The State Department of Human Rights phone number and address is:

  Illinois Department of Human Rights, Intake Unit
  100 W. Randolph St., 10th Floor
  Chicago, IL 60601
  
  Phone: (312) 814-6200
  dhr.illinois.gov/about-us/contact-idhr-form.html

• You may also contact The Joint Commission if you have any patient safety or quality concerns.
  
  The Joint Commission, Office of Quality and Patient Safety
  One Renaissance Blvd.
  Oakbrook Terrace, IL 60181
  
  Phone: (800) 994-6610
  jointcommission.org
• Access protective and advocacy services, including notifying government agencies of neglect or abuse.

Patient Responsibilities

To effectively partner with you in providing high quality care, City of Hope asks that you (or, where appropriate, your designated representative) fulfill the following responsibilities:

• Provide timely, complete and accurate information about your current and past health, including illnesses, hospitalizations, medications and other relevant health facts.
• Promptly alert City of Hope staff to any changes in your condition, including unexpected symptoms.
• Provide accurate, up-to-date contact details, identification numbers, insurance and payment information.
• Alert staff if you feel there is a problem with your care or have concerns about safety.
• Meet all financial obligations agreed upon with City of Hope in a timely manner.
• Provide a copy of your advance directives if you have one. At admission, share the identity of your health care agent and your care preferences. A care team member can assist you in preparing one if needed.
• Be open in communicating about your pain and pain control options.
• Ask questions about your care and acknowledge when you do not understand treatment or decisions. Clear communication helps ensure safe and effective care.
• Carefully read and ensure you understand any forms before signing.
• Follow your treatment plan as developed with your care team, including instructions from nurses and allied health professionals. Accept responsibility for outcomes if you choose not to follow the plan.
• Inform your care team if you are unable to follow your treatment plan so alternatives can be discussed.
• Respect clinical policies by keeping appointments or canceling in advance.
• Follow all instructions, policies, rules and regulations that support quality care and a safe hospital environment.
• Assist in maintaining a safe environment by speaking up about unsafe conditions or practices.
• Treat staff members with courtesy and respect, using civil language and conduct.
• Show respect and consideration for other patients, visitors and care providers by minimizing noise, refraining from smoking and respecting others’ rights, privacy and property.
• Safeguard your personal belongings while at the hospital or clinic.
• Understand that City of Hope may assign any competent care provider whose skills match your clinical needs. Staff and their work environment must remain free from all forms of retaliation.
• Honor the check-out time on the day of discharge.
• Arrange appropriate care after medical discharge.
• Request interpretation services if you need help understanding medical information in your preferred language.