Patient Bill of Rights

Patient Bill of Rights

As a patient of Holyoke Health Center, Inc., you have the right to:

1. Considerate and respectful care that reflects your personal, cultural, psychosocial and spiritual values and beliefs;
2. Receive, upon request, the name of the person in charge of your care;
3. The name and credentials of any person providing services to you;
4. Obtain from the person responsible for your health care complete and current information concerning your diagnosis, treatment, and expected outlook in terms you can be reasonably expected to understand. When it is not medically advisable to give such information to you, the information shall be made available to your surrogate decision maker in your behalf;
5. Receive information necessary to give informed consent prior to the start of any procedure and/or treatment, except for emergency situations. This information shall include as a minimum an explanation of the specific procedure or treatment itself, its value and significant risks, and an explanation of other possible treatment methods, if any;
6. Refuse treatment and to be informed of the medical or other consequences of your action;
7. Privacy to the extent consistent with adequate medical care. Case discussions, consultation, examination and treatment are confidential and should be conducted discreetly;
8. Privacy and confidentiality of all records and communications pertaining to your treatment, except as otherwise provided by law or third party payment contract;
9. A reasonable response to your request for services customarily rendered by the facility, and consistent with your treatment;
10. Expect reasonable continuity of care and to be informed, by the person responsible for your health care, of possible continuing health care requirements, if any, including referrals to another facility or health care provider;
11. The identity, upon request, of all health care personnel and health care institutions authorized to assist in your treatment;
12. To be informed of an investigational, research or educational activities related to your care and the right to, refuse to participate in research;
13. Upon request, examine and receive an itemized explanation of your bill, regardless of source of payment and information about fee schedules, financial assistance and payment policies;
14. Receive medical care regardless of your ability to pay for services;
15. Know the facility’s rules and regulations that apply to your conduct as a patient;
16. Treatment without discrimination as to race, ethnicity, color, religion, sex, sexual orientation, gender identity, disability, national origin, source of payment, political belief and access regardless of handicap or any other basis prohibited by Federal, State or local law;
17. Receive assistance formulating advance directives;
18. To feel safe and secure in the Health Center;
19. Be communicated with in a manner that considers any potential hearing, speech, visual impairment and/or language barrier that you may have;
20. Express concerns regarding your care, have those concerns reviewed promptly and if appropriate, be involved in resolving those conflicts;
21. Know business relationships among individual, organizations or institutions that are treating you;
22. Prompt activation of the Emergency Medical System in order to receive life saving treatment in a life threatening situation without discrimination on account of economic status or source of payment.
23. Request a copy or inspect your medical records with a member of the health center staff after proper notification to the Health Information Management Supervisor or designee;
24. The appropriate assessment and management of your pain.

We also ask that you, as a patient, recognize your responsibilities to:

• Provide the Health Center staff with an accurate and complete health history, including changes in your health status.
• Follow the plan of care determined by you and your provides, and let us know if you do not understand the instructions you receive or feel that you can not follow the instructions.
• Notify the Health Center, in advance if possible, of any appointment you must cancel.
• Bring your health insurance coverage information to every visit, and to notify the Health Center about any changes in your coverage.
• Honor the Health Center’s no-smoking policy.
• Provide respect to the staff, visitors and property of Holyoke Health Center.
• Adhere to Holyoke Health Center’s policy for “Zero Tolerance” concerning the following:
  • Display or threats about or actually bringing weapons into any of the clinics.
  • Abusive behavior: Verbal actions including using obscenities, shouting, screaming and name-calling. Physical actions include actual or perceived violent or threatening behavior, throwing objects, hitting staff, yanking out needles or spitting.
  • Threats: written or verbal activity directed toward staff, visitors or other patients
  • Sexually inappropriate behavior
  • Interference with facility operations: slanderous/or libelous statements regarding staff or the facility, the operation of the facility or other patients at the facility, destruction of equipment or facility property; trespassing into unauthorized areas.
  • Falsification of medical documentation, orders or prescriptions.
  • Theft or fraud related to the Holyoke Health Center, Inc.

Violating the “Zero Tolerance” policy may result in the discharge from the HHC practice.

Patient Privacy Policy

Click the link below to view or print our Notice of Privacy Practices.

Notice of Privacy Practices

Non-Discrimination Policy

Click the link below to view or print our Non-Discrimination Policy

Non-Discrimination Policy

Compliant & Grievances Policy

Click the link below to view or print our Complaint & Grievances Policy

Compliant & Grievances Policy