A woman talk with her doctor about what to expect following her visit.

Respecting Our Patients and Their Rights

Federal and state law provide you certain rights and responsibilities while you are receiving healthcare services. AdventHealth is committed to making every effort to protect and uphold your rights. If you have any questions or would like additional information, including a copy of the full text of your state’s laws regarding your rights and responsibilities, please ask.

Download : Patient Rights - (English)

Your Rights and Responsibilities 

General Rights 

You have a right to: 

  • An interpreter when you do not speak English and when one is available; 
  • Be informed during the admission process of the facility's policies regarding your rights; 
  • Not to be discriminated against on the basis of race, color, national origin, disability, age, diagnosis, or payment source; 
  • A reasonable response to your requests and needs for treatment or service, within the hospital's capacity, its stated mission, and applicable law and regulation; 
  • Care and treatment, in compliance with state statute and consistent with sound and quality nursing and medical practices, that is in a safe setting, is competent and respectful, recognizes a person's dignity, cultural values, and religious beliefs, and provides for personal privacy to the extent possible during the course of treatment; and 
  • Have your property treated with respect. 

Quality of Care and Decision Making 

You have a right to: 

  • Know the name, business telephone number, and business address of the person supervising your services and how to contact that person; 
  • Choose the participating physician responsible for coordinating your care; 
  • Know the names, professional status, and experience of the staff providing your care or treatment; 
  • Be informed of your health status, including full information in laymen's terms, concerning your condition and diagnosis, proposed treatment (including information about alternative treatments and possible complications) and prognosis; 
  • Participate in and make informed decisions regarding the development and implementation of your plan of care; 
  • Except for emergencies, to give informed consent prior to the start of any procedure or treatment, or both, and to have care implemented without unnecessary delay; 
  • Request or refuse any treatment, drug, test, or procedure, and be informed of the risks and benefits of your request or refusal; 
  • Be promptly and fully informed of any changes in your plan of care; 
  • Be free of all forms of neglect, abuse (physical or mental), corporal punishment, or harassment; 
  • Be free from restraint or seclusion, of any form, imposed as a means of coercion, discipline, convenience, or retaliation by staff; 
  • Have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital; 
  • Know whether referrals to other providers are entities in which we have a financial interest; and 
  • Assistance in obtaining consultation with another physician or practitioner at your request and expense. 

Advance Directives and Surrogates 

You have a right to: 

  • Formulate advance directives and to have hospital staff and practitioners who provide care in the hospital comply with these directives; 
  • Appoint a surrogate to make health care decisions on your behalf to the extent permitted by law; and 
  • Not be denied the right of access to an individual or agency who is authorized to act on your behalf to assert or protect your rights. 

Research and Clinical Trials 

You have a right to: 

  • Receive an explanation of the nature and possible consequences of any research or experimental procedure before the research or experiment is conducted and provide prior informed consent and to refuse to participate; and 
  • Be advised when a physician is considering you as a part of a medical care research program or donor program, to give informed consent prior to actual participation in such a program, and to, at any time, refuse to continue in any such program.

Finances 

You have a right to: 

  • Receive our general billing procedures; 
  • Receive, upon request and prior to initiation of care or treatment, estimated average charges for non-emergent care, including deductibles and co-payments that would not be covered by a third-party payer based on the coverage information supplied by you or your representative; and 
  • Regardless of source of payment, to examine and to receive a reasonable explanation of your total bill for health care services rendered by your physician or other health care provider, including the itemized charges for specific health care services received.

Privacy and Confidentiality 

You have a right to: 

  • Personal privacy and confidentiality in health care (may be waived in writing); 
  • Confidentiality of your clinical records except as otherwise provided by law; and 
  • Access to information contained in your clinical records within a reasonable time frame.

Grievances 

You have a right to: 

  • Be informed of the complaint procedures and the right to submit complaints, either orally or in writing, without fear of discrimination or retaliation and to have them investigated by your provider within a reasonable period of time; 
    • Be given the name, business address, and telephone number of the person that will handle any complaints or questions about services being delivered to you; 
      • Receive a written notice of the address and telephone number of the licensing authority in your state which is charged with the responsibility of licensing your facility provider and investigating complaints regarding licensing regulations; and 
      • Obtain a copy of the most recent completed report of licensure inspection upon written request.

North Carolina Patients 

If you are a patient in North Carolina, you also have a right to: 

  • Medical and nursing treatment that avoids unnecessary physical and mental discomfort and to be free from duplication of medical and nursing procedures as determined by the attending physician; 
  • Designate visitors who will receive the same visitation privileges as your immediate family members, regardless of whether the visitors are legally related to you; 
  • Not be awakened by hospital staff unless it is medically necessary; 
  • When medically permissible, be transferred to another facility upon request; 
  • Be informed upon discharge of your continuing health care requirements following discharge and the means for meeting them; and 
  • Full information and counseling on the availability of known financial resources for your health care.

Texas Minors 

If you are a minor patient in Texas, you also have a right to: 

  • Appropriate treatment in the least restrictive setting available;
  • Not receive unnecessary or excessive medication;
  • An individualized treatment plan and to participate in the development of the plan;
  • A humane treatment environment that provides reasonable protection from harm and appropriate privacy for personal needs;
  • Separation from adult patients; and
  • Regular communication between you and your family.

Patient Responsibility 

You have the responsibility to: 

  • Advise your provider of any changes in your condition or any events that affect your service needs.

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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Georgia
Georgia Facility Facility Contact  Facility Phone Number
AdventHealth Gordon Patient Grievance Line   Call706-602-7800, ext. 2568
AdventHealth Murray Patient Grievance Line   Call706-602-7800, ext. 2568

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, 407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

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: 630-792-5636

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

Licensing Agency:

Georgia Office of Regulatory Services
Two Peachtree St., NW
Atlanta, GA 30303-3142

Kansas
Kansas Facility Facility Contact Facility Phone Number
AdventHealth Ottawa Chief Clinical Officer  Call785-229-8312
AdventHealth Shawnee Mission Patient Advocate  Call913-676-2155

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, 407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

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: 630-792-5636

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

Licensing Agency:

Kansas Department of Health
1000 SW Jackson
Topeka, KS 66612
800-842-0078

Kentucky
Kansas Facility Facility Contact Information Facility Phone Number
AdventHealth Manchester Patient Experience Coordinator  Call606-598-5104 x3183

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, 407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

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: 630-792-5636

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

Licensing Agency:

Kentucky Division of Licensure
606-330-2030

North Carolina
North Carolina Facility Facility Contact Information Facility Phone Number
AdventHealth Hendersonville Customer Service/Case Management/Hospital Supervisor Call828-684-8501

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, 407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

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: 630-792-5636

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

Licensing Agency:

N.C. Division of Health Services
800-624-3004

Texas
Texas Facility Facility Contact Information Facility Phone Number
AdventHealth Central Texas Patient Advocate Department Call254-519-8553 OR TTY number: Call877-746-4674
AdventHealth Rollins Brook Patient Advocate Department  Call254-519-8553 OR TTY number: Call877-746-4674
Central Texas Medical Center Office of Clinical Effectiveness  Call512-753-3526
Texas Health Huguley Patient Advocate  Call817-551-2495

Additionally, if your concern has not been resolved, you may reach out to the AdventHealth Corporate Risk Management team, 407-357-2290. Most issues will be resolved in 30 days or less.

The following agencies may be contacted:

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: 630-792-5636

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

Licensing Agency:

Texas Department of Health and Human Services
888-973-0022

Wisconsin
Wisconsin Facility Facility Contact Information Facility Phone Number
AdventHealth Durand Administration  Call715-672-4211

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: 

Not accredited

Licensing Agency:

Wisconsin DOH and Family Services Bureau of Quality Assurance
P.O. Box 2969
Madison, WI 53701
608-266-8481