Patient Rights and Responsibilities

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

Access

You have the right to:

• Have a family member (or other representative of your choice) and your own community doctor be 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, 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.
  • 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.

Privacy and Confidentiality

You have the right to:

• Privacy and confidentiality of records except as otherwise provided by 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, request amendment to and receive an accounting of disclosures regarding past and current medical records within a reasonable timeframe, as permitted by law.
• Have an opportunity to give informed consent or to have your legally authorized representative give informed consent with documentation of provision of such opportunity in your medical record.
• Refuse medical and surgical treatment to the extent permitted by law.

Provision of Information

You have the right to:

• Receive information in a manner that is effective for you or your designated representative.

Medical Treatment Decisions

You have the right to:

• Effective communication and to take part in developing and implementing your plan of care.
• Formulate and tell us about your advance directives and compliance with your directives by hospital staff, clinic staff and practitioners who provide care in the hospital and/or clinic.
• Have your advance directives honored in accordance with the law and be afforded the opportunity to issue advance directives if admitted on inpatient status.

Financial Information

You have the right to:

• Be provided, upon request, with a written summary of hospital charge rates per service, sufficient and timely enough to allow you to compare charges and make cost-effective decisions in the purchase of hospital services.
• Be provided with an itemized statement of all charges billed to you or a third-party payer, including a list of services provided and, if applicable, the dates those services were rendered. If you were treated in an inpatient setting, the hospital would need to do this within six business days from your discharge.
• Inquire as to whether your physician carries medical malpractice insurance and as to the estimated charges for a routine office visit, routine treatments and lab tests prior to receiving such treatment.

Personal Safety

You have the right to:

• Receive care in a safe setting, free from all forms of abuse or harassment.
• 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.

Complaints or Concerns

You have the right to:

• File a grievance and be informed of the process to review and address the grievance without fear of retaliation or retribution from your provider or the organization. If you want to file a grievance with this hospital or clinic, you may do so by writing or calling: 

  City of Hope Atlanta Patient Advocacy
  600 Celebrate Life Pkwy.
  Newnan, GA 30265

  Phone: (770) 400-6355

• 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 steps taken to investigate the grievance, the results of the grievance process and the date of completion of the grievance process. Concerns regarding 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 Georgia Department of Community Health, regardless of whether you use the hospital’s grievance process:

  Phone: (800) 878-6442
  dch.georgia.gov/divisionsoffices/hfrd/facility-licensure/hfrd-file-complaint

• Contact The Joint Commission if you have 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

• The patient has the right to file a grievance with the Georgia Composite Medical Board, concerning the physician, staff, office and treatment received. The patient should send a written complaint to the board. The patient should be able to provide the physician or practice name, the address and the specific nature of the complaint. Complaints or grievances may be reported to the Board at the following address or telephone number:

  Georgia Composite Medical Board
  Attn: Complaints Unit
  2 Martin Luther King Jr. Drive SE
  11th Floor, East Tower
  Atlanta, GA 30334
  
  Phone: (404) 656-3913
  medicalboard.georgia.gov 

A complaint should include the following and will not be deemed as filed until this information is received:

1. The name, address and telephone number of the complainant.
2. When the patient is not the complainant, specify the name of the patient if applicable.
3. Specify the physician or practice name, the address and the nature of the complaint.
4. Dates and details of any specific incidents.

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.