Patient Rights

While you are in our care, you have the right to:

• receive considerate and respectful care;

• adequate pain control;

• receive prompt, life-saving treatment in an emergency without discussion of payment when a delay would impose a risk to your health;

• decide your choice of facility, physician, or health service mode, provided that the physician, facility or health service mode is able to accommodate your choice and insofar as your exercise of this right is not contrary to law;

• medically and factually accurate written information about emergency contraception; to be promptly offered emergency contraception; and to be provided with emergency contraception upon request if you are a female rape victim of childbearing age;

• complete information regarding all alternative treatments which are medically viable for breast cancer; the right to know the disadvantages and risks associated with breast implantation; and a discussion with your physician about this at least 10 days before planned surgery, except in an emergency;

• obtain accurate and timely information about your illness and treatment plan;

• a discussion with your physician informing you of the risks, benefits, alternatives and likely outcome of any treatment or procedure;

• complete statistical information on services provided through our maternity department prior to admission;

• be provided the opportunity to consent or refuse treatment and care to the extent provided by law;

• be informed of the consequences of not consenting to a proposed treatment or procedure;

• know the identity and specialty of any doctor or other person caring for you, as well as students, through an identification badge which readily discloses the first name, licensure status, if any, and staff position of the person examining, observing or treating you;

• have privacy and confidentiality;

• confidentiality of all records and communications to the extent provided by law;

• formulate advance directives and to have hospital staff and practitioners who provide care in the hospital comply with those directives;

• receive, as soon as possible, the services of a translator or interpreter. Patients who are blind, deaf or hard of hearing are informed of their rights in a manner they can understand;

• expect that we consider and honor your psychosocial, religious and cultural beliefs;

• review your medical records upon request unless access is prohibited for medical reasons or is prohibited by law, and receive a copy of them for a nominal fee;

• access, request amendment to, and receive an accounting of disclosures regarding your health information as permitted under applicable law;

• be informed about the outcomes of care and treatment that was provided, including unanticipated outcomes;

• know when the medical center has a relationship with outside parties that may influence your care or treatment;

• know about our billing process and medical center charges and receive information about financial  assistance (phone 508-422-2226);

• ask for and receive an itemized copy of your bill or other statement of charges submitted to third party payors;

• appeal premature discharge;

• receive notice of beneficiary rights and notice of non-coverage rights;

• refuse to be examined, observed, or treated by students or any other facility staff without jeopardizing access to psychiatric, psychological, or other medical care and attention;

• refuse to serve in a research study or refuse any care or examination conducted solely for the education or information of others;

• request and receive assistance in obtaining a consultation by another physician;

• service without discrimination;

• participate in all aspects of planning for your discharge and appeal any plans with which you disagree;

• transfer to another facility when medically advisable;

• a safe environment, free from all forms of abuse or harassment;

• notification of a designated family member or significant other and/or your physician of your admission and ongoing clinical status;

• be free from restraints for acute medical/surgical care or for behavior management which are not medically necessary or used as a means of coercion, discipline, convenience, or retaliation by our staff;

• be informed of any rules or regulations of Milford Regional Medical Center which you, as a patient, must observe;

• receive prompt and adequate response to your requests, concerns or complaints;

• receive visitors, although the Medical Center may impose justified clinical restrictions on a patient’s visitation rights. When restricting visitation rights, the Medical Center shall explain to the patient (or support person as applicable) the reasons for the restrictions or limitations on the patient’s visitation rights and how the hospital’s visitation policies are aimed at protecting the health and safety of all patients. The Medical Center shall not restrict, limit or otherwise deny visitation privileges upon the basis of race, color, national origin, religion, sex, gender identity, sexual orientation or disability.

Violation of these rights entitles you to bring civil action, in addition to any action allowed by law or regulation.

Voice Your Concerns

If you have any questions or concerns either during your hospital stay or after, we encourage you to call our patient relations/service excellence coordinator at 508-422-2648. Any concerns, complaints or questions still not resolved by your healthcare team working with our patient relations/service excellence coordinator may be directed to:

Milford Regional Medical Center
Patient Relations/Service Excellence Coordinator
Phone: 508-422-2648
Mail: 14 Prospect Street, Milford, MA 01757

Massachusetts Department of Public Health
Division of Health Care Facility Licensure and Certification
Complaint Intake Unit
Phone: 800-462-5540

Fax: 617-753-8165

Mail: 67 Forest Street, Marlborough, MA 01752

Commonwealth of Massachusetts
Board of Registration in Medicine
Consumer Protection Unit
Phone: 781-876-8200

Online: http://mass.gov/massmedboard/complaints

Mail: 200 Harvard Mill Square, Suite 330, Wakefield, MA 01880

The Joint Commission
Online: www.jointcommission.org, using the “Report a Patient Safety Event” link in the “Action Center” on the home page of the website

Fax: 630-792-5636

Mail: Office of Quality and Patient Safety (OQPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181