Patient Advocacy and Rights

We are committed to providing the best possible patient and family experience, so lease let us know about any concerns or problems. We appreciate the opportunity to listen to and learn from our patients and families and to work together to make things better.

If you need to speak with someone about a concern, please talk with your nurse or ask to speak with the manager of the unit or department. The Guest Services Department also has patient representatives and a patient advocate dedicated to hearing concerns and resolving problems. To access Guest Services, please call 904.202.2248, between the hours of 8:30 a.m. to 5 p.m., Monday through Friday. If you need someone outside of these hours, you may leave a message with Guest Services which will be returned within twelve hours or you may request to speak to the Assistant Director of Nursing/House Supervisor. If you have a grievance against a hospital or ambulatory surgical center, call the Agency for Healthcare Administration's Consumer Assistance Unit at 1.888.419.3456 (Press 1) or write to the address listed below:

Agency for Health Care Administration
Consumer Assistance Unit
2727 Mahan Drive
Tallahassee, Florida 32308

If you have a grievance against a healthcare professional and want to receive a complaint form, call the Consumer Assistance Unit 1.888.419.3456 (Press 2) or write to the address below:

Agency for Health Care Administration
Consumer Services Unit
Post Office Box 14000
Tallahassee, Florida 32317-4000

Patient Safety and Organization Quality

Baptist Health is dedicated to providing quality and effective care in a safe environment. We encourage the patients/families and employees of Baptist Health to report any patient safety suggestions or concerns. You may do so anonymously, if you wish by calling our hotline at 202.SAFE (7233).

The Joint Commission standards deal with organization quality, safety-of-care issues, and the safety of the environment in which care is provided. Anyone believing that he or she has pertinent and valid information about such matters may request a public information interview with the Joint Commission. Such requests should be addressed to:

Division of Accreditation Operations
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Phone: 1.800.994.6610
Fax: 630.792.5636

Patients' Bill of Rights

Florida law requires that your health care provider or health care facility recognize your rights while you are receiving medical care and that you respect the health care provider's or health care facility's right to expect certain behavior on the part of patients. You may request a copy of the full text of this law from your health care provider or health care facility.

A summary of your rights and responsibilities follows:

• A patient has the right to be treated with courtesy and respect, with appreciation of his individual dignity, and with protection of his need for privacy.
• A patient has the right to a prompt and reasonable response to questions and requests.
• A patient has the right to know who is providing medical services and who is responsible for his care.
• A patient has the right to know what patient support services are available, including whether an interpreter is available if he does not speak English.
• A patient has the right to know what rules and regulations apply to his conduct.
• A patient has the right to be given by his health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis.
• A patient has the right to refuse treatment, except as otherwise provided by law.
• A patient has the right to be given, upon request, full information and necessary counseling on the availability of known financial resources for his care.
• A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate.
• A patient has the right to receive, upon request, prior to treatment, a reasonable estimate of charges for medical care.
• A patient has the right to receive a copy of a reasonably clear and understandable, itemized bill and, upon request, to have charges explained.
• A patient has the right to impartial access to medical treatment or accommodations, regardless of race, national origin, religion, physical handicap, or source of payment.
• A patient has the right to treatment for any emergency medical condition that will deteriorate from failure to provide treatment.
• A patient has the right to know if medical treatment is for purposes of experimental research and to give his consent or refusal to participate in such experimental research.
• A patient has the right to express grievances regarding any violation of his rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served him and to the appropriate state licensing agency.

Patient Responsibilities

The patient and family are responsible for the following hospital rules and regulations concerning patient care and conduct. Each patient shall observe the responsibilities described in the following summary.

• A patient is responsible for reporting to his health care provider whether he comprehends a contemplated course of action and what is expected of him.
• A patient is responsible for following the treatment plan recommended by his health care provider.
• A patient is responsible for keeping appointments and, when he is unable to do so for any reason, for notifying the health care provider or health care facility.
• A patient is responsible for his actions if he refuses treatment or does not follow the health care provider's instructions.
• A patient is responsible for following health care facility rules and regulations affecting patient care and conduct.
• A patient is responsible for providing to the healthcare provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his or her health.
• A patient is responsible for reporting unexpected changes in his or her condition to the health care provider.
• The patient and family are responsible for following the care, service, or treatment plan developed. They should express any concerns they have about their ability to follow and comply with the proposed care plan or course of treatment. Every effort is made to adapt the plan to the patient's specific needs and limitations. When such adaptations to the treatment plan are not recommended, the patient and family are responsible for understanding the consequences of the treatment alternatives and not following the proposed course.
• The patient and family are responsible for the outcomes if they do not follow the care, service, or treatment plan.
• Patients and families are responsible for being considerate of the hospital's personnel and property.
• Patients are responsible for assuring that the financial obligations of their health care are fulfilled as promptly as possible.
• Patients are responsible for providing to the hospital a copy of their advanced directives, if they have one.
• Patients are expected to work with their physicians and the hospital staff to develop a realistic pain management plan and goal; and, to communicate to the staff the effectiveness of the pain management plan.