Patient Rights & Responsibilities

Munson Healthcare Patient Rights and Responsibilities

Munson Healthcare (MHC) is committed to protecting the rights of all patients and visitors and providing a safe, respectful, high-quality care environment.

Respectful Care

  • You have the right to receive necessary care regardless of your race, color, national origin (including preferred language), sex, age, disability or source of payment.
  • You have the right to receive care in a safe setting.
  • You have the right to privacy and confidentiality.
  • You have the right to have health care information provided to you in a manner and form that you can understand.
  • You have the right to sign language or non-English language services if needed.
  • You have the right to proper assessment and management of pain.
  • You have the right to be free from restraints of any form that are not medically necessary.
  • You have the right to be free from abuse, neglect, harassment, or retaliation.
  • You have the right to an explanation of your bill and information on financial help.

Involvement in Your Care

  • You have the right to know who is taking care of you and their titles.
  • You have the right to get information about your condition, treatment and prognosis, including unexpected outcomes. 
  • You have the right to request or refuse treatment. 
  • You have the right to state your advanced directives and have them followed. 
  • You have the right to have your family/representative or own provider notified of a hospital admission. 
  • You have the right to choose who visits you and when. Any visitation restrictions will be explained and based on clinical or safety needs. 
  • You have the right to a plan for follow-up care when you leave the hospital. 

Medical Records

  • You have the right to medical information being kept confidential. Records will not be released except as allowed by you or by law.
  • You have the right to see your medical record at a time suitable for both you and the staff. You may request and obtain a copy of your record.

Your responsibilities as a patient

You, your family, and visitors are responsible for following patient care rules and conduct.

  • It is your responsibility to provide accurate and complete information about all matters related to your health, including medications, past or present medical problems and advance directives.
  • You are responsible for following the agreed upon treatment plans. If you cannot follow this plan or have questions, please tell your health care team.
  • You are responsible for being considerate of the rights of other patients and MHC personnel and property.
  • You are to send valuables home if admitted to the hospital. You are to label and safeguard personal items such as glasses, hearing aids, and dentures.
  • You are not to record staff (audio or video) without their consent.
  • You are responsible to report if you do not understand your health information and the things you are asked to do.
  • You are responsible for scheduling and arriving at appointments on time. You must call in advance when you cannot keep a scheduled appointment. 
  • You are responsible for providing us with correct information about your sources of payments and ability to pay your bill.

How to Handle Complaints about Patient Care

We expect each member of your care team to make your visit as comfortable and pleasant as possible. It is our sincere desire to address and correct any issues that may arise as soon as possible. If you have a concern about any aspect of your care or service: 

  • First, talk to a staff member about it.
  • If you still have concerns, ask to speak with the nursing manager or supervisor.
  • If you are still dissatisfied, request to speak to Patient Relations or contact mhc-patientrelations@mhc.net. You can expect a first response within seven business days.
  • You may also discuss complaints directly with:

State of Michigan
Bureau of Community & Health Systems
Department of Licensing and Regulatory Affairs (LARA)
PO Box 30664, Lansing, MI 48909
800-882-6006
michigan.gov/lara/bureau-list/bsc/file-a-complaint-with-bsc
MLTCOP@meji.org

The Joint Commission
The Joint Commission Office of Quality Monitoring One Renaissance Blvd. 
Oak Brook Terrace, IL 60181
800-994-6610
jointcommission.org/en-us/contact-us/report-a-patient-safety-event 

Medicare Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO)
BFCC-QIO Program – Region 5
Commence Health
PO Box 2687
Virginia Beach, VA 23450
888-524-9900
888-685-7025 (fax)
(TTY Helpline: 711)
commencehealthqio.cms.gov

Healthcare/Pharmacy Compounding Accreditation Board
Munson Healthcare’s Sterile Compounding Program is accredited by Accreditation Commission for Healthcare/Pharmacy Compounding Accreditation Board. Concerns regarding sterile preparation may be reported to the Accreditation Board by calling 855-937-2242.

Mammography Serious Complaints
American College of Radiology
Attn: Accreditation Program Patient Complaints
1891 Preston White Drive
Reston, VA 20191

The Compliance Team
PO Box 160
905 Sheble Lane, Suite 102
Spring House, PA 19477
888-291-5353
thecomplianceteam.org

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