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Respecting Our Patients and Their Rights

Download: Patient Rights - Florida (English) | Patient Rights - Florida (Spanish)

Federal and state law requires that your health care provider or health care facility recognize your rights while you are receiving medical care and that you respect the health care provider’s or health care facility’s right to expect certain behavior on the part of patients. You may request a copy of the full text of your law from your health care provider or health care facility. A summary of your rights and responsibilities follows: 

Patient Rights and Responsibilities

  1. A patient has the right to be treated with courtesy and respect, with appreciation of his or her individual dignity, and with protection of his or her need for privacy. 
  2. A patient has the right to a prompt and reasonable response to questions and requests. 
  3. A patient has the right to know who is providing medical services and who is responsible for his or her care. 
  4. A patient has the right to know what patient support services are available, including whether an interpreter is available if he or she does not speak English. 
  5. A patient has the right to bring any person or receive visitors of his or her choosing to the patient-accessible areas of the health care facility or provider’s office to accompany the patient while the patient is receiving inpatient or outpatient treatment or is consulting with his or her health care provider, unless doing so would risk the safety or health of the patient, other patients, or staff of the facility or office or cannot be reasonably accommodated by the facility or provider. 
  6. A patient has the right to know what rules and regulations apply to his or her conduct. 
  7. A patient has the right to be given by the health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis. 
  8. A patient has the right to be fully informed regarding his or her health status, participate in the development and implementation of his or her plan of care, and make informed decisions regarding care. 
  9. A patient has the right to request or refuse any treatment, except as otherwise provided by law. 
  10. A patient has the right to refuse treatment and life-prolonging procedures. 
  11. A patient has the right to be free from physical or mental abuse, and corporal punishment. 
  12. A patient has the right to be free from restraint or seclusion, of any form, imposed as a means of coercion, discipline, convenience, or retaliation by staff and to be subjected to restraint or seclusion only to ensure the immediate physical safety of the patient, a staff member, or others and to have it discontinued at the earliest possible time. 
  13. A patient has the right to written information concerning the health care facility’s policies respecting advance directives, including a copy of “Health Care Advance Directives – The Patient’s Right to Decide.” 
  14. A patient has the right to formulate advance directives and to have hospital staff and practitioners who provide care in the hospital comply with these directives. 
  15. A patient has the right to not have treatment or admission conditioned upon whether or not the individual has executed or waived an advance directive. 
  16. A patient has the right to have his or her advanced directive documented in his or her medical record. 
  17. A patient has the right to designate a surrogate to make health care decisions on behalf of the patient as specified under chapter. 
  18. A patient has the right to personal privacy, to receive care in a safe setting, and to be free from all forms of abuse or harassment. 
  19. A patient has the right to participate in the consideration of ethical issues that arise in his or her care. 
  20. A patient has the right to have a family member or representative of his or her choice and his or her physician notified promptly of his or her admission to the hospital. 
  21. A patient has the right to confidentiality of his or her clinical records and to access information contain in his or her clinical records within a reasonable time frame. 
  22. A patient has the right to be given, upon request, full information and necessary counseling on the availability of known financial resources for his or her care. 
  23. A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate. 
  24. A patient has the right to receive, upon request, prior to treatment, a reasonable estimate of charges for medical care. 
  25. A patient has the right to receive a copy of a reasonably clear and understandable, itemized bill and, upon request, to have the charges explained. 
  26. A patient has the right to impartial access to medical treatment or accommodations, regardless of race, national origin, religion, handicap, or source of payment. 
  27. A patient has the right to treatment for any emergency medical condition that will deteriorate from failure to provide treatment. 
  28. A patient has the right to know if medical treatment is for purposes of experimental research and to give his or her consent or refusal to participate in such experimental research. 
  29. A patient has the right to express grievances regarding any violation of his or her rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served him or her and to the appropriate state licensing agency. 
  30. A patient has the right to information about procedures for initiating, reviewing and resolving patient complaints. 
  31. A patient is responsible for providing to the health care provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his or her health. 
  32. A patient is responsible for reporting unexpected changes in his or her condition to the health care provider. 
  33. A patient is responsible for reporting to the health care provider whether he or she comprehends a contemplated course of action and what is expected of him or her. 
  34. A patient is responsible for following the treatment plan recommended by the health care provider. 
  35. A patient is responsible for keeping appointments and, when he or she is unable to do so for any reason, for notifying the health care provider or health care facility. 
  36. A patient is responsible for his or her actions if he or she refuses treatment or does not follow the health care provider’s instructions. 
  37. A patient is responsible for assuring that the financial obligations of his or her health care are fulfilled as promptly as possible. 
  38. A patient is responsible for following health care facility rules and regulations affecting patient care and conduct. 

Concerns or Complaints

Your satisfaction is important to us. If you have a concern or a complaint, please allow the person responsible for your care or their supervisor the opportunity to listen, review, and to assist you with an appropriate resolution. If your complaint is unresolved, please ask to speak to the department’s manager, director or the house supervisor. If your concern cannot be resolved by the AdventHealth process indicated, please allow the facility the opportunity to address your grievance.

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Central Florida

Central Florida Campuses include: AdventHealth Altamonte, AdventHealth Apopka, AdventHealth Celebration, AdventHealth East Orlando, AdventHealth Heart of Florida, AdventHealth Kissimmee, AdventHealth Lake Wales, AdventHealth Orlando, AdventHealth Winter Garden, and AdventHealth Winter Park.

Risk Management:  Call407-200-1330

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, Call407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

Accreditation Agency: 

Hospital Complaint DNV Healthcare Inc.
400 Techne Center Drive, Suite 100
Milford, OH 45150-2792
Phone: Call866-523-6842

Licensing Agency:

Agency for HealthCare Administration
Complaint Administration Unit
2727 Mahan Drive
Tallahassee, FL 32308
Phone: Call888-419-3456

North Florida
AdventHealth Daytona Beach Risk Management 386-231-3185
AdventHealth Deland Risk Management 386-943-4840
AdventHealth Fish Memorial Risk Management 386-917-5254
AdventHealth New Smyrna Beach Risk Management 386-424-5052
AdventHealth Palm Coast Risk Management 386-586-4229
AdventHealth Waterman Risk Management 352-253-3195

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, Call407-357-2290. Most issues will be resolved in 30 days or less.

Accreditation Agency: 

Joint Commission
E-mail: [email protected]

Fax: Print a Quality Incident Report Form from the web site, jointcommission.org, and fax to the Office of Quality Monitoring, Fax: Call630-792-5636

Mail: Print form as above and mail to:
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Licensing Agency:

Agency for HealthCare Administration
Complaint Administration Unit
2727 Mahan Drive
Tallahassee, FL 32308
Phone: Call888-419-3456

West Florida
West Florida  
AdventHealth Carrollwood Administration 813-558-8001
AdventHealth Dade City Risk Management 813-929-5230
AdventHealth Lake Placid Patient Advocate 863-402-3421 OR 863-402-5333
AdventHealth North Pinellas Risk Management 727-942-5069
AdventHealth Ocala Risk Management 352-402-5032
AdventHealth Sebring Patient Advocate 863-402-3421 OR 863-402-5333
AdventHealth Tampa Risk Management 813-615-7204
AdventHealth Wauchula Patient Advocate 863-402-3421 OR 863-402-5333
AdventHealth Wesley Chapel Risk Management 813-929-5000
AdventHealth Zephyrhills Risk Management 813-783-6119 x1614

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, Call407-357-2290. Most issues will be resolved in 30 days or less.

Accreditation Agency: (AdventHealth Carrollwood, AdventHealth Dade City, AdventHealth Lake Placid, AdventHealth North Pinellas, AdventHealth Ocala, AdventHealth Sebring, AdventHealth Wauchula, AdventHealth Zephyrhills)

Joint Commission
E-mail: [email protected]

Fax: Print a Quality Incident Report Form from the web site, jointcommission.org, and fax to the Office of Quality Monitoring, Fax: Call630-792-5636

Mail: Print form as above and mail to:
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Accreditation Agency: (AdventHealth Tampa, AdventHealth Wesley Chapel)

Hospital Complaint DNV Healthcare Inc.
400 Techne Center Drive, Suite 100
Milford, OH 45150-2792
Phone: Call866-523-6842

Licensing Agency (All West Campuses):

Agency for HealthCare Administration
Complaint Administration Unit
2727 Mahan Drive
Tallahassee, FL 32308
Phone: Call888-419-3456