Patient Bill of Rights and Responsibilities

• You have the right to considerate, respectful and compassionate care regardless of your age, gender, race, national origin, religious orientation, disabilities or source of payment.

• You have the right to receive care in a dignity-preserving, safe environment, free of abuse, neglect, harassment or exploitation.

• You have the right to a complete and understandable explanation of your illness, treatment, pain, alternatives and outcomes.  If necessary, you have the right to interpretive services to promote clear understanding.
• You have the right to make decisions about your care, including the right to refuse care, the right to leave the facility, and the right to be informed of potential medical risks related to care refusal or departure.  You have the right to request a second opinion.
• You have the right to pain evaluation and involvement in pain management decisions.
• You have the right to know the names and roles of the members of your care team.
• You have the right to be free of restraints that are not medically necessary or are used inappropriately.
• You have the right to be free of abuse through access to advocacy and protective service agencies.
• You have the right to spiritual care and religious support services consistent with personal beliefs.  You may ask your nurse to contact the Pastoral Care Department.
• You have the right to full consideration of your privacy and confidentiality in care discussions, examinations and treatments. Additionally, you can expect that your medical record is maintained confidentially to the extent permitted by law.  You have the right to obtain a copy of your medical record by contacting the Release of Information Office at (804) 828-9752.
• You have the right to receive information about creating an Advanced Directive (a living will, health care power of attorney), enabling someone to make health care decisions for you if you are unable.
• Your family (or representatives) has a right to respectful treatment, including notification of your admission to our facility, as well as involvement in decisions related to organ, tissue or eye donation.
• You have the right to participate or refuse to participate in medical research studies.  Refusal or withdrawal from a research study will not compromise future access to care, treatment or services.
• You and your family have the right to voice both compliments and concerns.  If you have a problem or concern, you may share it with your doctors, nurses or nurse managers.  You may also contact the Patient/Guest Relations Department at (804) 628-0400 or email at pr@mcvh-vcu.edu.  We also offer the Compliance Helpline at (800) 620-1438 as an additional resource for reporting your concerns or compliments.  We welcome information that might help us treat you more effectively and no complaint will compromise future access to care, treatment or services.  You also have a right to voice a complaint and recommend changes freely without fear of being subjected to coercion, discrimination, reprisal or unreasonable interruption of care.

• You are responsible for providing complete and accurate information about your health, medical history and personal data, including address, telephone number, date of birth, Social Security number, insurance and employer.
• You are responsible for asking questions of your care provider(s) when you do not understand medical explanations or treatment plans
• You are responsible for following your plan of care, including purchasing supplies, medications and other items required for self-care at home.  If you are unable or unwilling to follow the plan of care, you are responsible for informing your care provider who will explain the potential medical risks of not doing so.  You are responsible for the outcomes of not following your plan of care.
• You are responsible for notifying your care providers of problems or complaints.  If you do not gain satisfaction or if you would prefer to speak with someone not involved in your care, you may contact the Patient/Guest Relations Department at (804) 628-0400 or email at pr@mcvh-vcu.edu.Be respectful and considerate of other patients and staff.
• You are responsible for extending courtesy and respect to all VCU Health System staff, fellow patients and visitors.  You are responsible for following all VCU Health System rules and safety regulations.Purchase supplies, medicines, and other items for care after discharge.
• You are responsible for meeting your financial obligation to VCU Health System, including providing complete and accurate information for financial screening.

Our Commitment to Your Privacy
As a health care provider responsible for keeping your confidential health information, your privacy is of utmost importance to us. VCU Medical Center is committed to protecting your confidential information to the fullest extent of the law.  In addition, we have our own strict privacy policies and procedures to further protect your privacy.

Our Privacy Practices and Procedures
The VCU Medical Center is committed to protecting the privacy of your medical information.  We are required by law to maintain the confidentiality of information that identifies you and the care you receive.  We also require all of our employees to protect the confidentiality of your health information through written policies and procedures. Employees are also required to display identification badges at all times to make certain that unauthorized persons are not accessing areas where your health information is stored.  If you have questions or concerns about our Privacy Practices, please call our Privacy Officer at 828-0500.

Patient concerns or questions regarding this bill of rights and responsibilities can be addressed by the VCU Health System Patient Relations Department at 628-0400.