As a health care facility within Penn Medicine and the University of Pennsylvania Health System (UPHS)1, we are committed to delivering quality medical care to you, our patient, and to making your stay as pleasant as possible. The following, "Statement of Patient's Rights," endorsed by the administration and staff of this facility, applies to all patients. If you are unable to exercise these rights on your own behalf, then these rights are applicable to your designated legally authorized representative. As it is our goal to provide medical care that is effective and considerate within our capacity, mission, and philosophy, applicable law and regulations, we submit these to you as a statement of our policy.
Statement of Patient's Rights
- You, or when appropriate your designated/legally authorized representative, have the right to be informed of your rights at the earliest possible moment in the course of your hospitalization.
- You have the right to respectful care given by competent personnel, which reflects consideration of your cultural and personal values and belief systems and optimizes your comfort and dignity.
- You have the right to have a family member or representative of your choice, and your own physician, notified promptly of your admission to the hospital.
- You have the right, upon request, to be given the name of your attending physician, the names of all other physicians or practitioners directly participating in your care, and the names and roles of other health care personnel, having direct contact with you.
- You have the right to every consideration of privacy concerning your medical care program. Case discussion, consultation, examination, and treatment are considered confidential and should be conducted discreetly, giving reasonable visual and auditory privacy when possible. This includes the right, if requested, to have someone present while physical examinations, treatments, or procedures are being performed, as long as they do not interfere with diagnostic procedures or treatments. This also includes the right to request a room transfer if another patient or a visitor in the room is unreasonably disturbing you and if another room equally suitable for your care needs is available.
- You have the right to have all information, including records, pertaining to your medical care treated as confidential except as otherwise provided by law or third-party contractual arrangements.
- You have the right to know what hospital policies, rules and regulations apply to your conduct as a patient.
- You have the right to expect emergency procedures to be implemented without unnecessary delay.
- You have the right to good quality care and high professional standards that are continually maintained and reviewed.
- You have the right to full information in layperson's terms, concerning diagnosis, treatment, and prognosis, including information about alternative treatments and possible complications. When it is not medically advisable that such information be given to you, the information shall be given on your behalf to your designated/legally authorized representative. Except for emergencies, the physician must obtain the necessary informed consent as defined by applicable law prior to the start of any procedure or treatment, or both.
- You have the right to not be involved in any experimental research program, donor program, or educational activities unless you or your designated/legally authorized representative have given informed consent prior to actual participation in such a program. If you or your designated/legally authorized representative are unable to give consent, a responsible person has the right to be advised when a practitioner is considering the patient for a medical research program or donor program, and you or a responsible person shall give informed consent prior to actual participation in the program. You or a responsible person may refuse to continue in a program to which you have given informed consent.
- You have the right to accept medical care or to refuse any drugs, treatment, or procedure offered by the institution, to the extent permitted by the law, and a physician shall inform you of the medical consequences of such refusal.
- You have the right to assistance in obtaining consultation with another physician at your request and expense.
- You have the right to expect good management techniques to be implemented within this health care facility considering effective use of your time and to avoid your personal discomfort.
- You have the right to examine and receive a detailed explanation of your bill.
- You have the right to full information and counseling on the availability of known financial resources for your health care.
- You have the right to expect that the health care facility will provide a mechanism whereby you are informed upon discharge of continuing health care requirements following discharge and the means for meeting them.
- You have the right to seek review of quality-of-care concerns, coverage decisions, and concerns about your discharge.
- You cannot be denied the right of access to an individual or agency authorized to act on your behalf to assert or protect the rights set out in this section.
- You have the right to medical and nursing services without discrimination based upon age, sex, race, color, ethnicity, religion, gender, disability, ancestry, national origin, marital status, familial status, genetic information, gender identity, gender expression, sexual orientation, culture, language, socioeconomic status, domestic or sexual violence victim status, source of income, or source of payment.
- You have the right to appropriate assessment and management of pain.
- You have the right, in collaboration with your physician or health care provider, to make decisions involving your health care. This right applies to the legally authorized representative, parent, and/ or guardian of neonates, children, and adolescents. Decisions may include the right to refuse drugs, treatment, or procedure offered by the hospital, to the extent permitted by law.
- While this health care facility recognizes your right to participate in your care and treatment to the fullest extent possible, there are circumstances under which you may be unable to do so. In these situations, (for example, if you have been adjudicated incompetent in accordance with the law, are found by your physician to be medically incapable of understanding the proposed treatment or procedure, are unable to communicate your wishes regarding treatment, or are an unemancipated minor) your rights are to be exercised to the extent permitted by law, by your designated representative or other legally authorized person.
- You have the right to make decisions regarding the withholding of resuscitative services or the foregoing of or the withdrawal of life-sustaining treatment within the limits of the law and the policies of this institution.
- You have the right to receive care in a safe setting that is free from abuse, harassment, neglect, exploitation and verbal, mental, physical, and sexual abuse.
- You have the right to be free from restraint and seclusion that is not medically necessary or that is used as a means of coercion, discipline, convenience, or retaliation by staff.
- You have the right to have your medical record read only by individuals directly involved in your care, by individuals monitoring the quality of care, or by individuals authorized by law or regulation.
- You have the right to receive written notice that explains how your personal health information will be used and shared with other health care professionals across Penn Medicine entities and outside of Penn Medicine. You or your designated/legally authorized representative, may, upon request, have access to information contained in your medical record, unless access is specifically restricted by your practitioner as permitted by law.
- You have the right to be communicated with in a manner that is clear, concise, and understandable. If you do not speak English, you should have access, where possible, free of charge, to an interpreter. This also includes providing you with help if you have vision, speech, hearing, or cognitive impairments.
- You have the right to participate in the consideration of ethical issues surrounding your care, within the framework established by this organization to consider such issues.
- You have the right, without recrimination, to voice complaints or grievances regarding your care, to have those complaints or grievances reviewed, and, when possible, resolved.
- You have the right to formulate an advance directive, including the right to appoint a health care agent to make health care decisions on your behalf. These decisions will be honored by this facility and its health care professionals within the limits of the law and this organization's mission, values, and philosophy. If applicable, you are responsible for providing a copy of your advance directive to the facility or caregiver. You are not required to have or complete an "advance directive" in order to receive care and treatment in this facility. When this facility cannot meet the request or need for care because of a conflict with our mission or philosophy or incapacity to meet your needs or request, you may be transferred to another facility when medically permissible. Such a transfer should be made only after you or your designated/legally authorized representative have received complete information and explanation concerning the needs for, and alternatives to, such a transfer. The transfer must be acceptable to the other institution.
- You have the right to decide whether you want visitors or not during your stay here. You may designate those persons who can visit you during your stay. These individuals do not need to be legally related to you. They may include, for example, a spouse, domestic partner, including a same-sex partner, another family member, or a friend. The hospital will not restrict, limit, or deny any approved visitor on the basis of race, color, national origin, religion, sex, gender identity or expression, sexual orientation, or disability. The hospital may need to limit or restrict visitors to better care for you or other patients. You have the right to be made aware of any such clinical restrictions or limitations.
- You have the right to designate a family member, friend, or other individual as a support person during the course of your stay or during a visit to a physician or other ambulatory care treatment.
- You have the right to give or withhold informed consent to produce or use recordings, films, or other images of you for purposes other than your own care, treatment, or patient identification.
For Further Information
If you have questions or problems concerning your healthcare please speak with your physician, nurse, or other hospital or ambulatory practice representative before you leave the clinical site. If you have a question regarding the Patient Bill of Rights and Responsibilities or a patient complaint or grievance, contact the following:
- Chester County Hospital
701 East Marshall Street
West Chester, PA, 19380
610-431-5254 | 610-431-5257
- Good Shepherd Penn Partners
1800 Lombard Street
Philadelphia, PA 19146
215-893-6533
- Hospital of the University of Pennsylvania
1 Silverstein, 3400 Spruce Street
Philadelphia, PA 19104
215-662-2575
- Penn Medicine Rehabilitation
(a facility of Hospital of the University of Pennsylvania)
Inpatient Rehabilitation Unit
Penn Medicine Rittenhouse - 3rd & 4th Floors
1800 Lombard Street
Philadelphia, PA 19146
215-893-6533
- Lancaster General Hospital
555 North Duke Street, P.O. Box 3555
Lancaster, PA 17604-3555
717-544-5050
- Penn Presbyterian Medical Center
185 Wright Saunders, 39th & Market Streets
Philadelphia, PA 19104
215-662-9100
- Pennsylvania Hospital
1 Preston, 800 Spruce Street
Philadelphia, PA 19107
215-829-8777
You may direct questions or concerns regarding the Health Insurance Portability and Accountability Act (HIPAA) / privacy-related matters to:
If you have questions or concerns about possible violations of policies or legal requirements, you may contact the 215-P-COMPLY Confidential Reporting and Help Line by calling 215-726-6759 or logging onto upenn.edu/215pcomply.
You may direct questions or concerns regarding accessibility or accommodations to the University of Pennsylvania Health System Disability Access Officer at 215-615-4317.
If you or a family member thinks that a complaint or grievance remains unresolved through the hospital resolution process, or regardless of whether you have used the hospital's grievance process, you have the right to contact the following organizations about your concerns without worry of retaliation.
- The Pennsylvania Department of Health Division of Acute and Ambulatory Care
Health & Welfare Building, Room 532
625 Forster Street, Harrisburg, PA 17120-0701
Phone: 800-254-5164
Website: Online Complaint Form
- The Centers for Medicare and Medicaid Services (CMS)
Phone: 866-815-5440 (Quality and Appeals)
Website: CMS Complaint Website
The Joint Commission
The Joint Commission provides a patient information Line on how to report a concern or complaint about an accredited or certified healthcare organization at 1-800-994-6610
The preferred method for submitting a new or updated previously submitted concern or complaint is through The Joint Commission’s online submission form. You may locate the online submission form with detailed instructions at The Joint Commission’s website at jointcommission.org.
Locate the “Connect with Us” area, click “Report a Safety Concern,” and follow the instructions.
You may also contact The Joint Commission through US Mail:
- Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181
Note: there is no ability to submit complaints or concerns by fax or email.
For concerns related to discrimination or any civil rights concerns: The U.S. Department of Health and Human Services, Office for Civil Rights:
Online complaint resource available at Filing a Complaint | HHS.gov
Civil Rights concerns, complaints, and allegations may be filed in writing by mail, fax, e-mail, or via the Complaint Portal Assistance at OCR Complaint Portal.
If you have any questions or need help filing a civil rights, conscience or religious freedom, or health information privacy complaint, you may email OCR at OCRMail@hhs.gov or call the U.S. Department of Health and Human Services, Office for Civil Rights toll-free at: 1-800-368-1019, TDD: 1-800-537-7697.
Email complaints: OCRComplaint@hhs.gov
Open and fill out the Civil Rights Discrimination Complaint Form Package.
For concerns related to disability accessibility or accommodations
The United States Department of Justice
950 Pennsylvania Avenue, NW
Civil Rights Division, Disability Rights Section–1425 NYAV
Washington, D.C., 20530
Telephone: 1-800-514-0301
Facsimile: 202-307-1197
Online complaint forms are available at: https://civilrights.justice.gov/report/
Statement of Patient Responsibilities
To help patients receive safe, quality care we request that patients and their designated legally authorized representatives act in accordance with University of Pennsylvania Health System (UPHS) and the facility policies and rules.
Please assume responsibility for the following:
- Providing accurate and complete information about present complaints, conditions your provider should know when caring for you (e.g. allergies), past illnesses, hospitalizations, medications, advance directives, and other matters relating to your health history or care for you to receive effective medical treatment.
- Following instructions and medical orders to the best of your ability, and cooperate with facility staff and ask questions if directions and/or procedures are unclear.
- Reporting whether you understand the planned course of action and self-care expectations.
- To the extent possible, members of your family or designated caregivers/ legally authorized representative should be available to UPHS personnel for review of your treatment if you cannot communicate with your health caregivers properly.
- Arranging for a responsible person to escort you home to ensure your safety for same day procedures.
- Being responsible for your actions if you refuse care or do not follow care instructions.
- Being considerate of other patients and health care staff, to assist in the control of noise, visitors, and crowds in the facility.
- Being respectful of the property of other persons and the property of the University of Pennsylvania Health System (UPHS). Threats, violence, disruption of patient care or harassment of other patients, visitors or staff will not be tolerated.
- Refraining from any illegal activity on UPHS property. If such activity occurs, UPHS may report it to law enforcement.
- Not taking any medications or drugs which have not been prescribed by your provider and administered by appropriate staff; these actions put you at risk of complicating or endangering your healing process.
- Not consuming alcoholic beverages or toxic substances during your visit to the facility.
- Not bringing firearms and/or weapons into the facility.
- Not photographing and/or recording anyone without permission.
- Not making offensive, disrespectful or discriminatory comments about others' race, accent, religion, gender, gender identity, sexual orientation, or other personal traits.
- Not bringing any valuables with you to the facility. If you must bring valuables, please give any valuables you may have brought to your family/caregiver/escort for their security.
- Observing the non-smoking policy of the facility.
- Adhering to the Penn Medicine Patient, Visitor and Staff Code of Conduct.
- Assuming the financial responsibility of paying for all services rendered either through third-party payers (your insurance company) or being personally responsible for payment for any services which are not covered by your insurance policies.
Our entire Penn Medicine team thanks you for choosing to receive your care here. It is our pleasure to serve and care for you.
Patient Bill of Rights in Your Language
View your Patient Bill of Rights, available in various languages in PDF format.