Patient Bill of Rights

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371

Concerns about nurses:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396

Concerns about other licensed health care professionals:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505

Concerns about facilities:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
Toll-free: 800-464-4343

Concerns about regulatory compliance:

HC 2 South
280 State Drive
Waterbury, VT 05671-2060
Main phone number: 802-241-0480
Survey & Certification Intake/Complaint: 1-888-700-5330
ahs.dailscintake@vermont.gov

Concerns about hospital quality or safety:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

Other Resources

If you need assistance, you can contact your insurance company.

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care)

Ask Care Management for help accessing an advance directive. You can also visit the Vermont Ethics Network at vtethicsnetwork.org.

Clinical ethics consultations

For team or family conflicts that persist despite re-discussion, the Clinical Ethics service can help. Your nurse can help you contact the clinical ethics service. You can also email ethics@uvmhealth.org or call the Provider Access Service at 802-847-0000 and ask them to page the Clinical Ethics consultation service.

Medical records

Nurse staffing and patient census information

Ask at the nursing station on your unit or call 802-847-0000.

Concerns about patient abuse

Interpretation and translation services

General concerns about care

Call Patient & Family Advocacy at 802-847-3500 or email PatientandFamilyAdvocacy@uvmhealth.org

Financial assistance or questions about bills

Learn more about filing a complaint

If you would like a complete copy of Vermont’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under University of Vermont Medical Center’s policies, or more information about our services or resources, please call the Patient & Family Advocacy office at 802-847-3500.

Golisano Children's Hospital

Consistent with Vermont laws that give patients specific legal rights, while you’re at Golisano Children's Hospital:

We will treat you with consideration and respect, including calling you by your preferred name and pronouns.
An attending physician will coordinate your care from admission through discharge. The attending physician or delegate will explain your diagnosis, possible treatment, expected outcomes, and continuing health care needs to you or, if that is not possible, to a family member or person close to you.
Except in emergencies, we will treat you only if you give us your permission. We will offer the information necessary to make an informed decision, including the medical consequences of refusal of care.
You have the right to refuse treatment, except in exceptional circumstances.
We will respect your privacy. You can always have another person present during an examination. Only people directly involved in your care will be present unless you give others permission to be there.
You can wear your own clothes, except when they interfere with your medical care.
Your medical information will be kept confidential. In general, we will only share it with others if you give us permission or as otherwise permitted by law.
The people taking care of you will tell you who they are and about any professional roles they hold relevant to your care. You can also ask to know who is responsible for a particular treatment or procedure.
Consistent with your care needs, we will try to accommodate your request for another room in our hospital.
You may be moved to another hospital only if medically permissible, the other hospital accepts you for transfer, and you have been given complete information about the need for and alternatives to transfer.
We will ask your permission if any part of your care involves research. You can always say no.
We will use restraints or seclusion only if they are necessary to ensure physical safety, and if no less restrictive intervention is possible.
Family and friends are an important part of your recovery, and visiting hours are usually flexible. For children and dying patients, families may visit any time.
We will provide an interpreter to facilitate effective and collaborative communication, as needed and/or requested. This applies if you are Deaf or Hard of Hearing, an English Language Learner, or in need of health literacy support.
We will treat your pain promptly and professionally.
We will tell you about any hospice and palliative care services that may be available.
We will post the number of nursing staff working on your unit. We will also post the number of patients there.
You will have access to our resources, including ethics and palliative care consultations, if you need help in any way, including making difficult health care decisions.
Your hospital bill will be understandable and specific. We will provide you with information about financial assistance that may be available, and about our billing and collection practices.

As a patient, to ensure you get the best care possible in a trusting clinical environment, it is your responsibility to:

Help us get to know you. We understand it can be hard to talk about private health issues, but we hope you will feel comfortable sharing your story with us. As health care professionals, we are here to provide the best possible care, without judgment.
Let us know if you have questions or concerns about your care. We want to know so we can help. If you don’t understand something or if you have any questions about your care, please let us know.
Keep your appointments. This will allow us to give you our full attention. If you cannot keep your appointment, please let us know ahead of time so we can help someone else instead.
Treat others with respect. It can be stressful to be sick, or to have a loved one who is sick. We care, and we want to help. In return we ask that you be respectful toward other patients, visitors and all staff. Disrespectful or threatening behavior will not be tolerated and could lead to termination of non-emergent care and/or separation from the clinical site. This includes but is not limited to disrespectful reference to a person’s age, race, skin color, sex, sexual orientation, gender identity or expression, ethnicity, culture, place of birth, national origin, HIV status, religion, marital status, language, socioeconomic status, physical or mental disability, protected veteran status or obligation for service in the armed forces.
Respect and adhere to the policies restricting items brought into the hospital. These restrictions are designed to help keep you safe.

Careful consideration of factors such as clinical urgency, staffing availability, engagement with support services and the details of the request will be made on a case-by-case basis.

If you have any questions about your rights and responsibilities, ask your physician, nurse, social worker, case manager or other hospital representative.

Questions and Complaints

If you have questions or complaints about your stay, please contact our Patient and Family Advocacy office. They will listen to your concerns and work with you to address them.

Patient and Family Advocacy
111 Colchester Avenue
Burlington, VT 05401
802-847-3500
PatientandFamilyAdvocacy@uvmhealth.org

Additional Support

You can also contact the following agencies for assistance:

Concerns about physicians:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371

Concerns about nurses:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396

Concerns about other licensed health care professionals:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505

Concerns about facilities:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
Toll-free: 800-464-4343

Concerns about regulatory compliance:

HC 2 South
280 State Drive
Waterbury, VT 05671-2060
Main phone number: 802-241-0480
Survey & Certification Intake/Complaint: 1-888-700-5330
ahs.dailscintake@vermont.gov

Concerns about hospital quality or safety:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

Other Resources

If you need assistance, you can contact your insurance company.

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care)

Ask care management for help accessing an advance directive. You can also visit the Vermont Ethics Network at vtethicsnetwork.org.

Clinical ethics consultations

Medical records

Nurse staffing and patient census information

Ask at the nursing station on your unit or call 802-847-0000.

Concerns about patient abuse

Interpretation and translation services

General concerns about care

Call Patient & Family Advocacy at 802-847-3500 or email PatientandFamilyAdvocacy@uvmhealth.org

Financial assistance or questions about bills

Learn more about filing a complaint

If you would like a complete copy of Vermont’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under the Golisano Children's Hospital policies, or more information about our services or resources, please call the Patient & Family Advocacy office at 802-847-3500.

Central Vermont Medical Center

University of Vermont Health is committed to ongoing, careful and meaningful action in the effort to create a culture that is equitable, diverse and inclusive for our employees, patients and the communities we serve. This includes respect for all regardless of age, race, skin color, sex, sexual orientation, gender identity or expression, ethnicity, culture, place of birth, national origin, HIV status, religion, marital status, language, socioeconomic status, physical or mental disability, protected veteran status, or obligation for service in the armed forces. Consistent with Vermont laws that give patients specific legal rights, while you’re at Central Medical Center:

We will treat you with consideration and respect, including calling you by your preferred name and pronouns.
An attending physician will coordinate your care from admission through discharge. The attending physician or delegate will explain your diagnosis, possible treatment, expected outcomes, and continuing health care needs to you or, if that is not possible, to a family member or person close to you.
Except in emergencies, we will treat you only if you give us your permission. We will offer the information necessary to make an informed decision, including the medical consequences of refusal of care.
You have the right to refuse treatment, except in exceptional circumstances.
We will respect your privacy. You can always have another person present during an examination. Only people directly involved in your care will be present unless you give others permission to be there.
You can wear your own clothes, except when they interfere with your medical care.
Your medical information will be kept confidential. In general, we will only share it with others if you give us permission or as otherwise permitted by law.
The people taking care of you will tell you who they are and about any professional roles they hold relevant to your care. You can also ask to know who is responsible for a particular treatment or procedure.
Consistent with your care needs, we will try to accommodate your request for another room in our hospital.
You may be moved to another hospital only if medically permissible, the other hospital accepts you for transfer, and you have been given complete information about the need for and alternatives to transfer.
We will ask your permission if any part of your care involves research. You can always say no.
We will use restraints or seclusion only if they are necessary to ensure physical safety, and if no less restrictive intervention is possible.
Family and friends are an important part of your recovery, and visiting hours are usually flexible. For children and dying patients, families may visit any time.
We will provide an interpreter to facilitate effective and collaborative communication, as needed and/or requested. This applies if you are Deaf or Hard of Hearing, an English Language Learner, or in need of health literacy support.
We will treat your pain promptly and professionally.
We will tell you about any hospice and palliative care services that may be available.
We will post the number of nursing staff working on your unit. We will also post the number of patients there.
You will have access to our resources, including ethics and palliative care consultations, if you need help in any way, including making difficult health care decisions.
Your hospital bill will be understandable and specific. We will provide you with information about financial assistance that may be available, and about our billing and collection practices.

As a patient, to ensure you get the best care possible in a trusting clinical environment, it is your responsibility to:

Help us get to know you. We understand it can be hard to talk about private health issues, but we hope you will feel comfortable sharing your story with us. As health care professionals, we are here to provide the best possible care, without judgment.
Let us know if you have questions or concerns about your care. We want to know so we can help. If you don’t understand something or if you have any questions about your care, please let us know.
Keep your appointments. This will allow us to give you our full attention. If you cannot keep your appointment, please let us know ahead of time so we can help someone else instead.
Treat others with respect. It can be stressful to be sick, or to have a loved one who is sick. We care, and we want to help. In return we ask that you be respectful toward other patients, visitors and all staff. Disrespectful or threatening behavior will not be tolerated and could lead to termination of non-emergent care and/or separation from the clinical site. This includes but is not limited to disrespectful reference to a person’s age, race, skin color, sex, sexual orientation, gender identity or expression, ethnicity, culture, place of birth, national origin, HIV status, religion, marital status, language, socioeconomic status, physical or mental disability, protected veteran status or obligation for service in the armed forces.
Respect and adhere to the policies restricting items brought into the hospital. These restrictions are designed to help keep you safe.

If you have any questions about your rights and responsibilities, ask your physician, nurse, social worker, case manager or other hospital representative.

Questions and Complaints

If you have questions or complaints about your stay, please contact our Patient Advocate in the Quality Management office. They will listen to your concerns and work with you to address them.

University of Vermont Health - Central Vermont Medical Center
P.O. Box 547
Barre, Vermont 05641
802-371-4350
CVMC.Patient.Advocate@cvmc.org

You can also contact the following agencies for assistance:

Concerns about physicians:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371

Concerns about nurses:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396

Concerns about other licensed health care professionals:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505

Concerns about facilities:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
Toll-free 800-464-4343

Concerns about regulatory compliance:

HC 2 South
280 State Drive
Waterbury, VT 05671-2060
Main phone number: 802-241-0480
Survey & Certification Intake/Complaint: 1-888-700-5330
ahs.dailscintake@vermont.gov

Concerns about hospital quality or safety:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

Other Resources

If you need assistance, you can contact your insurance company.

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care):

Ask care management for help accessing an advance directive. You can also visit the Vermont Ethics Network at vtethicsnetwork.org.

Clinical ethics consultations:

Medical records:

Nurse staffing and patient census information:

Ask at the nursing station on your unit or call 802-371-4100.

Concerns about patient abuse:

Interpretation and translation services:

General concerns about care:

Contact our Patient Advocate at 802-371-4350 or CVMC.Patient.Advocate@cvmc.org.

Financial assistance or questions about bills:

If you would like a complete copy of Vermont’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Central Vermont Medical Center’s policies, or more information about our services or resources, please contact our Patient Advocate at 802-371-4350.

Champlain Valley Physicians Hospital

As a patient in a hospital in New York State, you have the right, consistent with law, to:

Understand and use these rights. If for any reason you do not understand or you need help, the hospital MUST provide assistance, including an interpreter.
Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation, age or source of payment.
Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
Receive emergency care if you need it.
Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
Receive complete information about your diagnosis, treatment and prognosis.
Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet “Deciding About Health Care — A Guide for Patients and Families.”
Refuse treatment and be told what effect this may have on your health.
Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
Privacy while in the hospital and confidentiality of all information and records regarding your care.
Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal your discharge.
Review your medical record without charge and obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.
Receive an itemized bill and explanation of all charges.
View a list of the hospital’s standard charges for items and services and the health plans the hospital participates with.
You have a right to challenge an unexpected bill through the Independent Dispute Resolution process.
Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and, if you request it, a written response. If you are not satisfied with the hospital’s response, you can complain to the New York State Health Department. The hospital must provide you with the State Health Department telephone number.
Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
Make known your wishes in regard to anatomical gifts. Persons sixteen years of age or older may document their consent to donate their organs, eyes and/or tissues, upon their death, by enrolling in the NYS Donate Life Registry or by documenting their authorization for organ and/or tissue donation in writing in a number of ways (such as a health care proxy, will, donor card, or other signed paper). The health care proxy is available from the hospital.

Public Health Law(PHL)2803 (1)(g)Patient’s Rights, 10NYCRR, 405.7,405.7(a)(1),405.7(c)

Questions and Complaints

If you have questions or complaints about your stay, please contact our Patient Advocacy office. They will listen to your concerns and work with you to address them.

UVM Health - Champlain Valley Physicians Hospital
75 Beekman Street
Plattsburgh, NY 12901
518-314-3054
cvphpatientadvocates@cvph.org

You can always contact the following agencies for assistance:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

The New York State Department of Health
Centralized Hospital Intake Program
875 Central Avenue
Albany, NY 12206
(800) 804-5447

Other Resources

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care)

Ask care management for help accessing an advance directive.

Clinical ethics consultations:

Medical records:

Nurse staffing and patient census information:

Ask at the nursing station on your unit or call (518) 561-2000.

Concerns about patient abuse:

Interpretation and translation services:

General concerns about care:

Contact our Patient Advocacy office at 518-314-3054 or cvphpatientadvocates@cvph.org.

Financial assistance or questions about bills:

If you would like a complete copy of New York’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Champlain Valley Physicians Hospital’s policies, or more information about our services or resources, please contact our Patient Advocacy Office at 518-314-3054.

Elizabethtown Community Hospital

As a patient in a hospital in New York State, you have the right, consistent with law, to:

Understand and use these rights. If for any reason you do not understand or you need help, the hospital MUST provide assistance, including an interpreter.
Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation, age or source of payment.
Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
Receive emergency care if you need it.
Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
Receive complete information about your diagnosis, treatment and prognosis.
Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet “Deciding About Health Care — A Guide for Patients and Families.”
Refuse treatment and be told what effect this may have on your health.
Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
Privacy while in the hospital and confidentiality of all information and records regarding your care.
Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal your discharge.
Review your medical record without charge and obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.
Receive an itemized bill and explanation of all charges.
View a list of the hospital’s standard charges for items and services and the health plans the hospital participates with.
You have a right to challenge an unexpected bill through the Independent Dispute Resolution process.
Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and, if you request it, a written response. If you are not satisfied with the hospital’s response, you can complain to the New York State Health Department. The hospital must provide you with the State Health Department telephone number.
Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
Make known your wishes in regard to anatomical gifts. Persons sixteen years of age or older may document their consent to donate their organs, eyes and/or tissues, upon their death, by enrolling in the NYS Donate Life Registry or by documenting their authorization for organ and/or tissue donation in writing in a number of ways (such as a health care proxy, will, donor card, or other signed paper). The health care proxy is available from the hospital.

Public Health Law(PHL)2803 (1)(g)Patient’s Rights, 10NYCRR, 405.7,405.7(a)(1),405.7(c)

Questions and Complaints

If you have questions or complaints about your stay, please contact our quality program coordinator. They will listen to your concerns and work with you to address them.

518-873-3125

You can always contact the following agencies for assistance:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

The New York State Department of Health
Centralized Hospital Intake Program
875 Central Avenue
Albany, NY 12206
(800) 804-5447

Other Resources

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care)

Ask care management for help accessing an advance directive.

Clinical ethics consultations:

Medical records:

Nurse staffing and patient census information:

Ask at the nursing station on your unit or call 518-873-6377 (Elizabethtown) or 518-585-3700 (Ticonderoga).

Concerns about patient abuse:

Interpretation and translation services:

General concerns about care:

Contact our quality program coordinator at 518-873-3125.

Financial assistance or questions about bills:

http://www.health.ny.gov/professionals/patients/patient_rights/parents_rights/docs/parents_bill_of_rights.pdf

If you would like a complete copy of New York’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Elizabethtown Community Hospital’s policies, or more information about our services or resources, please contact our quality program coordinator at 518-873-3125.

Alice Hyde Medical Center

PURPOSE: To assure that notice of patient rights and parents' rights are made available to all inpatients and outpatients seeking services at the University of Vermont Health Network - Alice Hyde Medical Center (UVMHN-AHMC) in accordance with Part 405 of NYS Public Health Law.

POLICY: The Medical Staff, Board of Directors, Administration, and employees of the UVMHN – AHMC encourage our patients to take an active role in their health care. Patients shall be made aware of their rights and responsibilities at the time of admission and/or outpatient visit.

PROCEDURE:

A. General Content – New York State 405.7 Public Health Law

Understand and use these rights. If for any reason you do not understand or you need help, the hospital must provide assistance, including an interpreter.
Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation or source of payment.
Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
Receive emergency care if you need it.
Be informed of the name and position of the provider who will be in charge of your care in the hospital.
Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
Receive complete information about your diagnosis, treatment and prognosis.
Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet, "Deciding About Healthcare – A guide for Patients and Families." Located at (http://www.health.ny.gov/publications/1503.pdf).
Refuse treatment and be told what effect this may have on your health.
Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
Privacy while in the hospital and confidentiality of all information and records regarding your care.
Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal their discharge.
Review your medical record without charge. Obtain a copy of your medical record for which the hospital can charge you a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.
Receive an itemized bill and explanation of all charges.
View a list of hospital's standard charges for items and services and the health plans the hospital participates with.
Challenge an unexpected bill through the Independent Dispute Resolution Process.
Complain without fears of reprisals about the care and services you are receiving and to have the hospital respond to you and if you request it, a written response. If you are not satisfied with the hospital's response, you can complain to the New York State Health Department. The hospital must provide you with the Health Department telephone number.
Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
Make known your wishes in regard to anatomical gifts. [You] Persons sixteen years of age or older may document [your wishes in your] their consent to donate their organs, eyes and/or tissues, upon their death, by enrolling in the NYS Donate Life Registry or by documenting their authorization for organ and/or tissue donation in writing in a number of ways (such as health care proxy, will, donor card, or other signed paper). The health care proxy [or on a donor card] is available from the hospital.

B. Parent's Bill of Rights

Rights advised to parents/guardians of their rights under the NYS Public Health Law Article 10 NYCRR Part 405.7.

As a parent, legal guardian or person with decision-making authority for a pediatric patient receiving care in this hospital, you have the right, consistent with the law, to the following:

To inform the hospital of the name of your child's primary care provider, if known, and have this information documented in your child's medical record.
To be assured our hospital will only admit pediatric patients to the extent consistent with our hospital's ability to provide qualified staff, space and size appropriate equipment necessary for the unique needs of pediatric patients.
To allow at least one parent or guardian to remain with your child at all times to the extent possible given your child's health and safety needs.
That all test results completed during your child's admission or emergency room visit be viewed by a physician, physician assistant, or nurse practitioner who is familiar with your child's presenting condition.
For your child not to be discharged from our hospital or emergency room until any tests that could reasonably be expected to yield critical value results are reviewed by a physician, physician assistant, and/or nurse practitioner and communicated to you or other decision makers, and your child, if appropriate. Critical value results are results that suggest a life-threatening or otherwise significant condition that requires immediate medical attention.
For your child not to be discharged from our hospital emergency room until you or your child, if appropriate, receives a written discharge plan, which will also be verbally communicated to you and your child or other medical decision makers. The written discharge plan will specifically identify any critical results of laboratory or other diagnostic tests ordered during your child's stay and will identify any other tests that have not yet been concluded.
To be provided critical value results and the discharge plan for your child in a manner that reasonably ensures that you, your child (if appropriate), or other medical decision makers understand the health information provided in order to make appropriate health decisions.
For your child's primary care provider, if known, to be provided all laboratory results of this hospitalization or emergency room visit.
To request information about the diagnosis or possible diagnoses that were considered during this episode of care and complications that could develop as well as information about any contact that was made with your child's primary care provider.
To be provided, upon discharge of your child from the hospital or emergency department, with a phone number that you can call for advice in the event that complications or questions arise concerning your child's condition.

C. A copy of the New York State Parents Bill of Rights is available at the following web address:

D. Patient Responsibilities

The patient has a responsibility:

To be courteous of all staff and other patients. Visitors share this responsibility with the patient.
To observe all the rules of the hospital, especially the rules of safety.To follow mutually agreed upon prescribed course of treatment.
To communicate:
- Inability to follow completely any instructions given.
- Lack of understanding of any explanations or instructions given.
- Accurate and complete medical history to the physician and to others providing health care services.
- All necessary information to assure the timely processing of the patient's bills, and to make appropriate arrangements for the payment of the bills.

E. General Content

Additional rights for Extended Care Patients

The patient has the right to:

Consideration of the psychosocial, spiritual and cultural values that influence the perception of illness.
Receive appropriate assessment and management of possible elder abuse while a patient.
Acknowledgement of the psychosocial and spiritual concerns of the patient and family regarding dying and the expression of grief by the patient and family.
Keep and use personal clothing and possessions, unless this infringes on the other patient's rights or is medically contraindicated.
Have a living space, which contains pictures, clothing, photos, radios, furniture, quilts and the like.
Recognize that their needs may change over time and that staff shall work to modify the environment and support the patient with any changes.
Access transportation services for physician and dentist visits and other activities identified on the interdisciplinary care plan.
Choose their own attending physician, dentist, and other licensed care practitioner. The physicians are limited to those on staff at the UVMHN-AHMC. The hospital will support the patient's request for a different licensed care practitioner.
Have flexible visiting hours to accommodate patient self-determination and communication. Patient can choose who visits.
Have timely, appropriate and effective discharge planning and transfer (including room-to-room transfer).
Have an interdisciplinary care plan developed and implemented by the physician, nurse, Case Manager, dietitian, physical therapist, occupational therapist, pharmacist and when appropriate the speech therapist.
Access to protective services.
Has accommodations for significant others that are patients at the hospital too when both individuals consent to the arrangement (Significant others sharing a room).

F. Distribution of Patient Rights

Inpatient

Patients or their representatives registered in Patient Registration will be given a packet of admission patient information that includes a copy of your rights as a hospital patient in New York State.
"Patient Bill of Rights" must be posted in clearly viewed areas of the hospital, at readable heights, including the admitting office, patient floors, and outpatient department, and the emergency service waiting area.
There is also an interpreter service – Language Line. Nursing staff has access to this service.
Employees are orientated to the "Patient Bill of Rights" during general orientation.

Outpatients

Outpatients or their representatives registered in Patient Registration will receive a copy of Patient Rights and Responsibilities and/or Parent Rights as appropriate upon request.
Patients in the Emergency Room shall receive, on registration, a copy of Patient Rights and Responsibilities, or Parent Rights as appropriate upon request.
"Patient Bill of Rights" shall be clearly posted in the admission and treatment areas.
Patient Registration shall provide assistance to those patients or their representatives who request help or do not understand the patient guide. Interpretation and translation needs will be assessed and provided.
Patient Bill of Rights must be available in all outpatient settings.

Outpatient Sexual Assault Victims

Individuals presenting for care and treatment disclosing a sexual assault shall be provided a patient bill of rights and New York State Sexual Assault Victim Bill of Rights by the SANE RN.
- New York State has the Bill of Rights available in English and Spanish. The rights can be found on the New York State Department of Health Website (https://www.health.ny.gov/publications/1934.pdf).
- Victim's rights include basic rights, rights in the hospital, reporting what happened and providing information for additional assistance such as, police, District Attorney, and victims advocate information.
- Rights include, but are not limited to:
  - Cannot be treated differently based on race, national origin, religion, sexual orientation, disability, age, source of payment, sex, gender identity or gender expression.
  - Immigration status, national origin cannot affect your emergency care or services. You can ask for an interpreter if it is hard for you to understand or speak English.
  - Minors under the age of 17 have certain rights to make their own decisions without a parent or legal guardian.
- Rights in the Hospital include:
  - You can have an advocate from the rape crisis program stay with you during the exam.
  - You can have an exam in any hospital emergency department to collect evidence and provide medical care related to the sexual assault at no cost to you. If you do not have health insurance or decline to use your health insurance, you can ask the hospital to bill the Office of Victim Services.
  - Medication to prevent pregnancy and sexually transmitted infections/diseases provided for free. HIV-preventions, a 7-day pack of medication can be started at the hospital.
  - You will be provided information on appropriate follow-up medical care.
- Reporting what happened:
  - You can choose:
    - To report or not to law enforcement.
    - To have an advocate from rape crisis stay with you.
    - Be given contact information for the police and district attorney.
    - To contact the police on the criminal investigation.
    - Report to the police, your evidence will be tested within 100 days and have the DNA match from the police.
    - If not reported to the police, evidence will be stored for twenty (20) years or until you decide to release.

Conflict Resolution (Dispute Mediation)

In the event that there is a conflict that exists between the patient, the physician or other health care providers, there are methods for resolution of the conflict. Each case is handled on an individual basis depending on need. These situations are referred to the Nursing Supervisor who will contact the appropriate Department Manager or Administrator On-Call during off shifts.

Questions and Complaints

If you have questions or complaints about your stay, please contact our Patient and Family Experience office. They will listen to your concerns and work with you to address them.

518-481-2619

You can always contact the following agencies for assistance:

The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

The New York State Department of Health
Centralized Hospital Intake Program
875 Central Avenue
Albany, NY 12206
(800) 804-5447

Other Resources

University of Vermont Health health care partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care)

Ask care management for help accessing an advance directive.

Clinical ethics consultations

Medical records:

Nurse staffing and patient census information:

Ask at the nursing station on your unit or call 518-483-3000.

Concerns about patient abuse:

Interpretation and translation services:

General concerns about care:

Contact our Patient and Family Experience office at 518-481-2619.

Financial assistance or questions about bills:

If you would like a complete copy of New York’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Alice Hyde Medical Center’s policies, or more information about our services or resources, please contact our Patient and Family Experience office at 518-481-2619.

Porter Medical Center

To provide consistent language and guidelines for each The University of Vermont Health Network (UVMHN) hospital located in Vermont that meets regulatory and legal requirements.

The University of Vermont Health Network is committed to ongoing, careful and meaningful action in the effort to create a culture that is equitable, diverse and inclusive for our employees, patients and the communities we serve. This includes respect for all regardless of age, race, skin color, sex, sexual orientation, gender identity or expression, ethnicity, culture, place of birth, national origin, HIV status, religion, marital status, language, socioeconomic status, physical or mental disability, protected veteran status or obligation for service in the armed forces.

Consistent with Vermont laws that give patients specific legal rights, while you're at Porter Medical Center:

We will treat you with consideration and respect, including calling you by your preferred name and pronouns.

An attending physician will coordinate your care from admission through discharge. The attending physician or delegate will explain your diagnosis, possible treatment, expected outcomes, and continuing health care needs to you or, if that is not possible, to a family member or person close to you.
Except in emergencies, we will treat you only if you give us your permission. We will offer the information necessary to make an informed decision, including the medical consequences of refusal of care.
You have the right to refuse treatment, except in exceptional circumstances.
We will respect your privacy. You can always have another person present during an examination. Only people directly involved in your care will be present unless you give others permission to be there.
You can wear your own clothes, except when they interfere with your medical care.
Your medical information will be kept confidential. In general, we will only share it with others if you give us permission or as otherwise permitted by law.
The people taking care of you will tell you who they are and about any professional roles they hold relevant to your care. You can also ask to know who is responsible for a particular treatment or procedure.
Consistent with your care needs, we will try to accommodate your request for another room in our hospital.
You may be moved to another hospital only if medically permissible, the other hospital accepts you for transfer, and you have been given complete information about the need for and alternatives to transfer.
We will ask your permission if any part of your care involves research. You can always say no.
We will use restraints or seclusion only if they are necessary to ensure physical safety, and if no less restrictive intervention is possible.
Family and friends are an important part of your recovery, and visiting hours are usually flexible. For children and dying patients, families may visit any time.
We will provide an interpreter to facilitate effective and collaborative communication, as needed and/or requested. This applies if you are Deaf or hearing impaired, an English Language Learner, or in need of Health Literacy support.
We will treat your pain promptly and professionally.
We will tell you about any hospice and palliative care services that may be available.
We will post the number of nursing staff working on your unit. We will also post the number of patients there.
You will have access to our resources, including ethics and palliative care consultations, if you need help in any way, including making difficult health care decisions.
Your hospital bill will be understandable and specific. We will provide you with information about financial assistance that may be available, and about our billing and collection practices.

As a patient, to ensure you get the best care possible in a trusting clinical environment, it is your responsibility to:

Help us get to know you. We understand it can be hard to talk about private health issues, but we hope you will feel comfortable sharing your story with us. As health care professionals, we are here to provide the best possible care, without judgment.
Let us know if you have questions or concerns about your care. We want to know so we can help. If you don't understand something or if you have any questions about your care, please let us know.
Keep your appointments. This will allow us to give you our full attention. If you cannot keep your appointment, please let us know ahead of time so we can help someone else instead.
Treat others with respect. It can be stressful to be sick, or to have a loved one who is sick. We care, and we want to help. In return we ask that you be respectful toward other patients, visitors and all staff. Disrespectful or threatening behavior will not be tolerated and could lead to termination of non-emergent care and/or separation from the clinical site. This includes but is not limited to disrespectful reference to a person's age, race, skin color, sex, sexual orientation, gender identity or expression, ethnicity, culture, place of birth, national origin, HIV status, religion, marital status, language, socioeconomic status, physical or mental disability, protected veteran status or obligation for service in the armed forces.
Respect and adhere to the policies restricting items brought into the hospital. These restrictions are designed to help keep you safe.
It is not our practice to reassign clinicians, learners or staff based on patient requests that are motivated by the identities of the clinician, learner or staff, such as, race, ethnicity, sexual orientation, or gender identity or expression. In selected circumstances, we will give careful consideration to clinician, learner or staff reassignment based on the patient's religion, prior history of trauma and/or other personal factors that motivate a request that is not inappropriately biased. Careful consideration of factors such as clinical urgency, staffing availability, engagement with support services and the details of the request will be made on a case-by-case basis.
If you have any questions about your rights and responsibilities, ask your physician, nurse, social worker, case manager, or other hospital representative.

Questions and Complaints

If you have questions or complaints about your stay, please contact our Patient Advocacy office. They will listen to your concerns and work with you to address them.

Patient Advocacy
115 Porter Drive
Middlebury, Vermont, 05753
802-388-5699
patientadvocacy@portermedical.org

Additional Support

You can also contact the following agencies for assistance:

Concerns about physicians:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371

Concerns about nurses:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396

Concerns about other licensed health care professionals:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505

Concerns about facilities:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
Toll-free 800-464-4343

Concerns about regulatory compliance:

HC 2 South
280 State Drive
Waterbury, VT 05671-2060
Main phone number: 802-241-0480
Survey & Certification Intake/Complaint: 1-888-700-5330
ahs.dailscintake@vermont.gov

Concerns about hospital quality or safety:

The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630-792-5800

Other Resources

If you need assistance, please contact your insurance company.

University of Vermont Health partners have many resources available to help you and your family. Our main telephone number is 844-886-4325. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care):

Contact your primary care provider or call Case Management & Social Work at 802-388-8868. You can also visit the Vermont Ethics Network at vtethicsnetwork.org.

Clinical ethics consultations:

Medical records:

Contact your attending physician or call the Health Information Management Department at 802-388-5658.

Nurse staffing and patient census information:

Ask at the nursing station on your unit or call 802-388-4701.

Concerns about patient abuse:

Call Case Management & Social Work at 802-388-8868.

Interpretation and translation services:

General concerns about care:

Contact our Patient Advocacy office at 802-388-5699 or patientadvocacy@portermedical.org.

Financial assistance or questions about bills:

Call Patient Financial Services at 802-388-8808.

If you would like a complete copy of Vermont’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Porter Medical Center’s policies, or more information about our services or resources, please contact our Patient Advocacy office at 802-388-5699.

Home Health & Hospice

Dignity and Respect

Patients have the right to:

Have their property and person treated respectfully
Be free from verbal, mental, sexual and physical abuse including injuries of unknown source, neglect and misappropriation of property
Be informed of their rights in a language and manner the individual understands

Complaints and Concerns

Patients have the right to file complaints with the home health agency:

Regarding their treatment and/or care that is provided
Regarding treatment and/or care that the agency fails to provide
Regarding the lack of respect for property and/or person by anyone who provides services on behalf of the home health agency

Our goal is to meet and exceed your expectations by providing you with the best possible care. If at any time we are not meeting your needs in terms of safe, efficient, effective care and excellent customer service, we would like to hear from you.

You can address your concerns by contacting:

Your caregiver or case manager
Team manager or program director
Home Health & Hospice Quality and Safety Team, 802-383-3050
Christine Werneke, President & COO, 802-860-4431
State of Vermont Division of Licensing & Protection Hotline, 888-700-5330
Vermont Office of Healthcare Ombudsman, 800-889-2047
Acentra Health Quality Improvement Organization, 888-319-8452

Decision Making, Consent and Services Provided

Patients have the right to:

Participate in, be informed about, consent to or refuse care in advance of and during treatment with respect to:
- Completion of all assessments
- The care to be furnished, based on the comprehensive assessment
Establish and revise the plan of care
- The disciplines that will furnish the care
- The frequency of visits
- Expected outcomes of care, including patient goals, and anticipated risks and benefits
- Any factors that could impact treatment effectiveness
- Any changes in the care to be furnished

Privacy and Access to Medical Records

Patients have the right to their clinical records.
Patients have the right to access and to release patient information and clinical records.

Financial Information

Patients will be advised of:

The extent to which payment for home health services may be expected from Medicare, Medicaid or any other federally funded or federal aid program known to the home health agency
The charges for services that may not be covered by Medicare, Medicaid or any other federally-funded or federal aid program known to home health
The charges the individual may have to pay before care is initiated
Any changes in the information regarding payment

Patients have the right to receive proper written notice, in advance of a specific service being furnished, if the home health agency believes that the service may be non-covered care; or in advance of the home health agency reducing or terminating ongoing care.

Free from Reprisal

Patients have the right to be free from any discrimination or reprisal for exercising their rights or for voicing grievances to the home health agency or an outside entity.

Language Access and Auxiliary Aides

Patients have the right to be informed of their right to access auxiliary aids, interpretation and translation services and how to access these services.

Discharge/Transfer Policy

Patients have the right to be informed of and receive a copy of the home health agency’s policy for transfer and discharge.

Patient Responsibilities

Patients have the responsibility to provide a safe environment for the home health agency staff.

Patients are required to:

Refrain from smoking for at least one hour prior to and during home visits
Confine pets to another room
Notify home health staff of any infestations
Provide adequate space for care to be provided
Be free from intoxication from alcohol or other substances during home visits
Secure any firearms and weapons
Notify the home health agency of changes in your condition (e.g., hospitalization, changes in the plan of care, symptoms to report)
Follow the plan of care, which is created with you
Notify the home health agency if you are unable to keep a scheduled home visit
Inform the home health agency of changes made to your advanced directives, healthcare agent or representative
Advise the home health agency of any concerns you have with the services provided
Provide the home health agency with all known health insurance information
Be responsible for paying bills not covered by insurance unless there is prior agreement with the home health agency
Treat the home health agency staff with respect

Culture of Respect and Belonging

Home Health & Hospice is a place where everyone belongs and is treated with respect. Our team members come from many different backgrounds, just like the people we care for. They bring different ages, cultures, beliefs and experiences that make our care stronger and more understanding. Each staff member is trained, caring and ready to help you. We ask that you treat them with the same kindness and respect they show you.

Questions & Complaints

Please contact our Quality & Safety Team at 802-383-3050.

You can also contact the following agencies for assistance:

Concerns about physicians:

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371

Concerns about nurses:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396

Concerns about other licensed health care professionals:

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505

Concerns about facilities

Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT 05402-0070
Toll-free 800-464-4343

Concerns about regulatory compliance:

Acentra Health Quality Improvement Organization

HC 2 South
280 State Drive
Waterbury, VT 05671-2060
Main phone number: 802-241-0480
Survey & Certification Intake/Complaint: 1-888-700-5330
ahs.dailscintake@vermont.gov

55201 West Kennedy Blvd. Suite 900
Tampa, FL 33609
Helpline: 1-888-319-8452
Vermont Relay Service: 7-1-1
Toll-free Fax: 1-844-878-7921

Other Resources

UVM Health partners have many resources available to help you and your family. Our main telephone number is 802-658-1900. You can also call individual departments for help:

Advance directives (including living wills and durable powers of attorney for health care):

Ask care management for help accessing an advance directive. You can also visit the Vermont Ethics Network at vtethicsnetwork.org.

Clinical ethics consultations:

Medical records:

Nurse staffing and patient census information:

Call 802-860-4400.

Concerns about patient abuse:

Please contact our Quality & Safety Team at 802-383-3050.

Interpretation and translation services:

General concerns about care:

Please contact our Quality & Safety Team at 802-383-3050.

Financial assistance or questions about bills: