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

Click here to view a PDF version of the Patient Rights & Responsibilities

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 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.

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

Learn more about filing a complaint

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

Click here to view a PDF version of the Patient Rights & Responsibilities

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 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.

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

Learn more about filing a complaint

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:

Click here to view a PDF version of the Parents' Rights & Responsibilities

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:

Click here to view a PDF version of the Parents' Rights & Responsibilities

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:

Click here to view a PDF version of the Patient Rights & Responsibilities

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

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 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:

Click here to view a PDF version of the Patient Rights & Responsibilities

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

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.

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

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

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: