It is the policy of the hospitals of Heritage Valley Health System (HVHS) to recognize and respect the rights and dignity of all patients and to protect and promote each patient’s rights. The following “Statement of Patient’s Rights,” endorsed by the administration and staff at HVHS, applies to all patients. If a patient is unable to exercise these rights on his/her own behalf, then these rights are applicable to a designated/legal representative. It is the goal of Heritage Valley Health System to provide medical care in a safe setting that is effective, safe and compassionate. Patients are fully informed of these rights and responsibilities, as they are given to all patients at the earliest possible moment in the course of a hospitalization. A Braille copy is available in both the Emergency Department and Admissions Office.

1. Patients have the right to personal privacy and respectful care given by competent personnel.
2. Patients have the right to know what hospital rules and regulations apply to their conduct as a patient.
3. Patients have the right to expect emergency procedures to be implemented without unnecessary delay.
4. Patients have the right to good quality care and high professional standards that are continually maintained and reviewed.
5. Patients have to the right to designate who their visitors will be while in the hospital. All patients have the right to determine who may visit during inpatient care or extended outpatient services. The patient may receive any visitor he/she designates including person(s) not legally related to the patient. These rights apply to all patients. Any clinically necessary restrictions will apply equally to all patients.
6. Patients have the right to expect good management techniques to be implemented within the hospital considering effective use of the time of the patient and to avoid the personal discomfort of the patient.
7. Patients have the right to medical and nursing services without discrimination based upon race, color, religion, sex, diagnosis, sexual preference, handicap, national origin or source of payment.
8. Patients have the right to make informed decisions involving their healthcare, in collaboration with their physician and to participate in the development and implementation of his/her plan of care. This right applies to the family and/or guardian of neonates, children and adolescents.
9. Patients have the right to be given the name of their attending physician, the names of all other physicians or practitioners directly participating in their care, and the names and functions of other healthcare personnel having direct contact with them.
10. Patients have the right to every consideration of privacy concerning their medical care program. Case discussions, consultations, examination and treatment are considered confidential and should be conducted discreetly. This includes the right, if requested, to have someone present while a physician examination, treatment or procedure is being performed, as long as they do not interfere with diagnostic procedures or treatments, and to request a room transfer if another patient or visitor is unreasonably disturbing them and another equally suitable room is available.
11. Patients have the right to have all information, including records, pertaining to their medical care treated as confidential except as otherwise provided by law or third-party contractual arrangements.
12. Heritage Valley Health System shall provide the patient or designated/legal representative, upon request, access to all information contained in their medical records, unless access is specifically restricted by the attending physician for medical reasons.
13. Patients have the right to be communicated with in a manner that is clear, concise and understandable. If the patient does not speak English, they should have access, where possible, to an interpreter.
14. Patients have the right to full information in layman’s terms, concerning health status, diagnosis, treatment and prognosis, including information about alternative treatments and possible complications. When it is not medically advisable that such information to be given to the patient, the information shall be given on the patient’s behalf to the designated/legal representative.
15. Except for emergencies, the physician must obtain the necessary informed consent prior to the start of any procedure or treatment or both.
16. Patients have the right not to be involved in any experimental, research, donor program or educational activities unless the patient or designated/legal representative has given informed consent prior to the actual participation in such a program. The patient or designated/legal representative may, at any time, refuse to continue in any such program to which informed consent has previously been given.
17. Patients have the right to accept medical care or to refuse any drugs, treatment or procedure offered by Heritage Valley Health System, to the extent permitted by law, and a physician shall inform patient of the medical consequences of such refusal.
18. Patients have the right to participate in the consideration of ethical issues surrounding their care, within the framework established by this organization to consider such issues. The hospital addresses the wishes of the patient relating to end-of-life decisions.
19. Patients have the right to formulate an “advance directive,” or to appoint a designated/legal representative to make healthcare decisions on their behalf. These decisions will be honored by HVHS and its healthcare professionals within the limits of the law and this organization’s mission, vision and virtues.
20. Patients are not required to have or to complete an “advance directive” in order toreceive care and treatment in this facility.
21. Patients have the right to assistance in obtaining a consultation with another physician at their request and expense.
22. When Heritage Valley Health System cannot meet the request or need for care because of a conflict with our mission or philosophy or incapacity to meet the patient’s needs or requests, the patient may be transferred to another facility when medically permissible. Such a transfer should be made only after patient or designated/legal representative has received complete information and explanation concerning the need for, and alternatives to, such a transfer. The transfer must be acceptable to the other institution.
23. Patients have the right to examine and receive a detailed explanation of their bill.
24. Patients have the right to full information and counseling on the availability of known financial resources for healthcare.
25. Patients have the right to expect that HVHS will provide a mechanism whereby patients are informed upon discharge of continuing healthcare requirements following discharge and the means for meeting them.
26. Patients cannot be denied the right of access to an individual or agency who is authorized to act on their behalf to assert or protect the rights set out in this section.
27. Patients have the right, without recrimination, to voice complaints regarding care, to have those complaints reviewed, and, when possible, resolved.
28. Patients have the right to appropriate assessment and management of pain.

1. Heritage Valley Health System expects that patients or their designated/legal representative will provide accurate and complete information about present complaints, past illnesses, hospitalizations, medications, “advance directives” and other matters relating to their healthy history or care in order to receive effective medical treatment.
2. Patients are responsible for reporting whether they clearly comprehend a contemplated course of action and what is expected of them.
3. Heritage Valley Health System expects that patients will cooperate with all hospital personnel and ask questions if directions and/or procedures are not clearly understood.
4. Patients are expected to be considerate of other patients and hospital personnel, to assist in the control of noise and visitors in their room, and to observe the smoking policy of this institution. Patients are also expected to be respectful of the property of other persons and the property of the health center.
5. In order to facilitate patient care and the efforts of the hospital personnel, patients are expected to help the physicians, nurses and allied medical personnel in their efforts to care for them by following instructions and medical orders.
6. Duly authorized members of the family or designated/legal representatives are expected to be available to hospital personnel for review of treatment in the event the patient is unable to properly communicate with healthcare givers.
7. It is understood that patients assume financial responsibility of paying for all services rendered either through third party payers (patient’s insurance company) or being personally responsible for payment for any services that are not covered.
8. If you have a problem at your physician’s office, please contact the office manager. Every effort will be made to resolve your concern.

Pennsylvania Department of Health
Division of Acute & Ambulatory Care
Room 532 Health & Welfare Building
625 Forster Street
Harrisburg, PA 17120
Complaint Hotline: 1-800-254-5164

Quality Insights of Pennsylvania
Attn: Review Services
2601 Market Place Street, Suite 320
Harrisburg, PA 17110
1-800-322-1914

Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Il 60181
1-800-994-6610
complaint@jointcommission.org

Being a good patient does not mean being a silent one. If you have questions, problems, or unmet needs, please let us know.

If you would like further clarification of your “Rights and Responsibilities” or you have concerns about the services rendered, you may express your concerns in one of the following ways:

• To the manager of the department involved.
• To Heritage Valley Health System executive offices at 724-773-2026 or 412-749-7000.
• To the Patient Safety Hotline at 724-773-2015 or 412-749-7492.

If you have a problem at your physician’s office, please contact the office manager. Every effort will be made to resolve your concern.

If you have a problem at your physician’s office, please contact the office manager. Every effort will be made to resolve your concern.

Revised: 03/02/2011