Patient Rights & Responsibilities
At Family Hospital Systems, we are committed to providing safe, respectful, and high-quality care to every patient. Understanding your rights and responsibilities helps us work together to deliver the best possible healthcare experience.
Your Rights as a Patient
Respectful and Compassionate Care
You have the right to receive care in a considerate, respectful, and compassionate manner. We respect each patient's dignity, privacy, personal values, beliefs, and cultural preferences.
Family Hospital Systems does not discriminate based on race, color, national origin, age, sex, disability, religion, sexual orientation, gender identity, veteran status, or financial status.
Privacy & Confidentiality
You have the right to:
- Personal privacy during examinations and treatment
- Confidential handling of your medical information
- Access to your medical records as permitted by law
- Private discussions regarding your care and treatment
- Restrict visitors when appropriate
- Protection of your personal health information
Participation in Your Care
You have the right to:
- Be informed about your diagnosis, treatment options, and prognosis
- Participate in decisions regarding your care
- Ask questions and receive understandable answers
- Accept or refuse treatment to the extent permitted by law
- Create advance directives
- Appoint a healthcare decision-maker or representative
- Receive information about alternative treatment options and potential risks
Safe & Quality Care
You have the right to:
- Receive care in a safe environment
- Be free from abuse, neglect, harassment, or exploitation
- Receive care from qualified healthcare professionals
- Have your pain assessed and managed appropriately
- Receive emergency care without unnecessary delay
- Be informed about significant changes in your condition or treatment outcomes
Communication Assistance
You have the right to effective communication.
Interpreter services and communication assistance are available for patients with:
- Limited English proficiency
- Hearing impairments
- Speech impairments
- Other communication needs
Our goal is to ensure you fully understand your care and treatment options.
Know Your Care Team
You have the right to know:
- The names and roles of individuals involved in your care
- Which provider is primarily responsible for your treatment
- The qualifications of healthcare professionals treating you
Continuity of Care
You have the right to:
- Receive discharge instructions and follow-up care information
- Assistance coordinating post-discharge care when needed
- Information regarding transfers to another facility before transfer occurs
Voice Concerns or Complaints
You have the right to express concerns, provide feedback, or file a complaint without fear that doing so will affect your care.
Your Responsibilities as a Patient
Provide Accurate Information
To help us provide safe and effective care, please:
- Provide complete and accurate health information
- Share information about medications, allergies, and medical history
- Inform your care team of changes in your condition
- Update your contact and insurance information when necessary
Participate in Your Care
Patients are encouraged to:
- Ask questions when instructions are unclear
- Share concerns regarding treatment plans
- Participate in decisions about their care
- Communicate personal preferences and healthcare goals
Follow Treatment Plans
Patients are responsible for:
- Following agreed-upon treatment plans
- Taking medications as prescribed
- Following discharge instructions
- Keeping scheduled appointments
- Notifying the appropriate department if an appointment must be canceled or rescheduled
Meet Financial Obligations
Patients are responsible for:
- Providing accurate insurance information
- Understanding their insurance coverage
- Paying applicable copays, deductibles, and balances
- Working with our billing team regarding payment arrangements when needed
Follow Facility Rules
To help maintain a safe environment for everyone, patients and visitors are expected to:
- Follow facility policies and procedures
- Respect tobacco-free campus requirements
- Follow safety instructions provided by staff
Respect Others
Patients and visitors are expected to:
- Treat staff, providers, volunteers, and other patients with courtesy and respect
- Respect the privacy and rights of others
- Help maintain a calm and safe environment
Family Hospital Systems maintains a zero-tolerance policy for threats, harassment, intimidation, or violence.
Questions, Concerns, or Complaints
If you have questions about your rights or responsibilities, or if you would like to share feedback regarding your experience, we encourage you to contact us.
Patient Advocacy
Patient Advocacy Line: (737) 787-7809
Customer Support & Care Coordination
Phone: (737) 238-0936
Email: Support@familyhospitalsystems.com
You may also submit a support request through our Help Center.
Important
Submitting a complaint, concern, or grievance will not affect your access to care or the quality of care you receive. Family Hospital Systems is committed to addressing patient concerns fairly and respectfully.