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Rights and Responsibilities

Notice of Privacy Practices

The Health Insurance Portability and Accountability Act (HIPAA) requires health care agencies to protect privacy and create standards for electronic transfers of health data. At Baystate Health we are committed to maintaining the privacy of your information. To learn more, read our Notice of Privacy Practices.

    As a patient at any Baystate Health facility, you have the right to:

    • Access treatment or accommodations that are available or medically indicated, regardless of race, creed, sex, national origin, sexual orientation, gender identity or expression, or sources of payment for care.
    • Receive considerate and respectful care.
    • Receive privacy during treatment.
    • Maintain confidentiality of your medical records.
    • Be free from unnecessary restraint and seclusion.
    • Know the names and specialties of the people treating you.
    • Information about your diagnosis, treatment, and prognosis.
    • Know your treatment options and to refuse treatment.
    • Refuse to participate in research.
    • Receive an itemized bill for services you receive here.
    • Receive information about financial assistance and free health care.
    • See or obtain copies of your medical records.
    • Receive prompt life-saving treatment in an emergency.
    • Know the relationship between your doctor and the medical center.
    • Have all reasonable requests responded to promptly and adequately within the capacity of the facility.
    • Obtain from a person designated by the facility a copy of any additional rules or regulations of the facility which apply to their conduct as a patient or resident.
    • Refuse to be examined, observed, or treated by students or any other facility staffed without jeopardizing access to psychiatric or other medical care.
    • Transfer promptly and safely to a facility that agrees to receive and treat you if refused treatment because of economic status or the lack of a source payment.
    • Receive an up-to-date list of all your current medications.
    • Receive medically and factually accurate written information prepared by the Commissioner of Public Health about emergency contraception; to be promptly offered emergency contraception; and to be provided with emergency contraception upon request.

    As a patient at any Baystate Health facility, you have the responsibility to:

    • Provide your health care team with a complete and accurate medical history.
    • Tell your physician about medications you have been taking.
    • Leave your valuable personal items at home, or send them home with family members. The hospital is not responsible for valuables, such as jewelry or cash, or personal items, such as dentures, glasses, or hearing aids.
    • Be thoughtful of other patients. Please limit the number of guests in your room, and minimize noise.
    • Communicate your comments, complaints, suggestions, or compliments to our staff.
    • Give information about your medical insurance (or lack of it) to our Financial Counselors.
    • Take responsibility for your hospital bill to the extent of your ability to pay.
    • Talk to your doctor if you wish to leave the hospital against medical advice.
    • Keep appointments made for you after you go home (or notify your doctor or the hospital if you are unable to do so.)

    Concerns, Complaints, or Grievances

    The Office of Patient Relations is here to provide resolution for any concern or issue patients and family members may have with their care experience. We provide caring, professional support. If you feel that your issue was not resolved, you have the right to contact us to file a complaint or grievance at 413-794-5456.

    More Information About Your Rights

    For more information about your rights as a patient, you may also contact the following organizations:

    The Massachusetts Department of Public Health, Division of Health Care Quality
    99 Chauncy Street, 2nd Floor
    Boston, MA 02111

    The Massachusetts Board of Registration in Medicine
    560 Harrison Ave.
    Boston, MA 02118

    The Joint Commission on Accreditation of Healthcare Organizations, Office of Quality Monitoring
    1 Renaissance Boulevard
    Oakbrook Terrace, IL 60181