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UMass Memorial - Marlborough Hospital Patient Rights and Responsibilities

As a patient of Marlborough Hospital, you have the right:

1. To obtain, upon request, the name and specialty of the physician or others responsible for your care or coordination of care.
2. To freedom of selection of a physician and facility except for emergency medical treatment, provided that the physician is able to accommodate the patient.
3. To participate in the development and implementation of the plan of care.
4. To the confidentiality of all records and communication as provided by law.
5. To have visitors of your choosing (or a support person where appropriate) in accordance with hospital policies. Visitation rights cannot be denied on the basis of race, color, national origin, sex, gender identity, sexual orientation or disability.
6. To have all reasonable requests responded to promptly and adequately within the capabilities of this facility.
7. Upon request, to obtain an explanation as to the relationship, if any, of Marlborough Hospital to any other health care facility or educational institution as it relates to your care or treatment.
8. Upon request, to receive any information which this facility has available relative to financial assistance and free care as well as any rules that apply to your conduct as a patient at Marlborough Hospital.
9. To receive information about your responsibilities while receiving care, treatment and services.
10. Upon request, to inspect, request an amendment to or receive a copy of your medical records for a fee determined by the current rate of copying expenses.
11. To receive a copy of your medical records, free of charge, if you show that your request is to support a claim or appeal under any provisions of the Social Security Act in any federal or state financial needs-based benefit program.
12. To refuse to be examined, observed or treated by students or any other staff member without jeopardizing access to physiological, psychological or other medical care and attention.
13. To refuse to serve as a research subject and to refuse any care or examination when the primary purpose is educational or informational rather than therapeutic.
14. To be notified in advance of providing or discontinuing care whenever possible.
15. To privacy and personal dignity during medical treatment or care within the capacity of Marlborough Hospital.
16. To have your cultural, psychosocial, spiritual and personal values, beliefs and preferences, sexual orientation, gender identity or gender expression respected.
17. To request pastoral and other spiritual services.
18. To lifesaving treatment in an emergency without discrimination because of source of payment or delay due to discussions of source of payment.
19. If refused treatment because of lack of a source of payment, to a prompt and safe transfer to a facility which agrees to receive and provide treatment.
20. If you are a female rape victim of childbearing age, to receive medically and factually accurate written information prepared by the Massachusetts Commissioner of Public Health about emergency contraception, to be promptly offered emergency contraception and to be provided with emergency contraception, upon request.
21. To informed consent to the extent provided by law, including the right to accept or refuse medical treatment, including foregoing or withdrawing life-sustaining treatment or withholding resuscitative services.
22. If you have breast cancer, to complete information regarding alternative treatments which are medically viable. If you are having a breast implant, you have the right to know the disadvantages and risks associated with breast implantation, and your physician should discuss this with you at least 10 days before the planned surgery, except in an emergency.
23. To be free from seclusion, physical restraints and medications that are used as restraints when they are not medically necessary.
24. To appropriate assessment and management of pain.
25. To have a family member or other representative and your own physician notified of your admission to the hospital.
26. To formulate advance directives and revise those directives at any time. In Massachusetts, the tool for implementing your advance directives is a Health Care Proxy.
27. To receive care in a safe setting free from all forms of abuse and harassment.
28. To interpreter services upon request.
29. To be informed about the outcomes of care and treatment that was provided, including unanticipated outcomes.
30. To receive, upon request, an itemized bill reflecting charges from the physician and/or the facility including laboratory charges, pharmaceutical charges and thirdparty credits and charges.

Patient Responsibilities

As a patient at Marlborough Hospital, we ask that you:

1. Give correct and complete facts about your new and old health problems.
2. Ask for help if you do not understand what you have heard about your care.
3. Give the hospital a copy of your Health Care Proxy if you have one.
4. Follow hospital rules and regulations affecting patient care and conduct, including the no smoking and no tobacco products policy.
5. Interact with health care providers, other patients, visitors and hospital staff in a respectful, civil manner, not using offensive, threatening and/or abusive language or behavior.
6. Be considerate of the rights of other patients and hospital personnel and assist in the control of noise.
7. Provide the hospital with the information they will need about the payment of your medical care, which includes identification and insurance papers.
8. Work with your caregivers to get the most effective and safe treatment for your health problem.
9. Be respectful of hospital staff, other patients and visitors when using your cell phone, especially in public areas.
10. Give a family member or caregiver your personal property or have your valuable items locked in the hospital safe.

Voice Your Concerns

You have the right to voice your concerns and/or complaints regarding the quality of care and/or services you have received. Voicing a concern or complaint will in no way compromise your access to care or treatment.

If you have a concern or feel your rights have not been respected, contact:

Marlborough Hospital
Patient and Family Relations Office
157 Union Street
Marlborough, MA 01752
Tel: 508-486-5533

Commonwealth of Massachusetts Board of Registration in Medicine
200 Harvard Mill Square
Wakefield, MA 01880
Tel: 781-876-8200
Consumer Hotline: 800-377-0550

Department of Public Health Bureau of Health Care Safety and Quality Complaint Intake Unit
99 Chauncy Street, Second Floor
Boston, MA 02111
Tel: 800-462-5540 or 617-753-8000

Livanta Family Centered Care Quality Improvement Organization
Tel: 1-866-815-5440

Office of Quality and Patient Safety The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Tel: 800-994-6610

For Privacy Concerns

Privacy Officer
Marlborough Hospital
157 Union Street
Marlborough, MA 01752
Privacy and Security Hotline: 508-486-5820

U.S. Department of Health and Human Services
200 Independence Avenue, SW
Washington, DC 20201
Tel: 877-696-6775

Patient Rights Documents

  • If you would like to view and/or download a copy of our Patient Bill of Rights in Portuguese, Click Here. Se você gostaria de ver e / ou baixar uma cópia da nossa Declaração de Direitos do Paciente em Português, CLIQUE AQUI.
  • If you would like to view and/or download a copy of our Patient Bill of Rights in Spanish, Click HereSi desea ver y / o descargar una copia de nuestra Declaración de Derechos del Paciente en español, PRESIONE AQUÍ.
  • UMass Memorial Health Care Bill of Rights Information