Patient Rights and Responsibilities

1. You will receive considerate care in a safe environment that respects your personal values as well as your cultural and religious beliefs.  This includes pain management, prompt emergency attention, and, whenever possible, privacy in treatment.  While you are in our care, you will be safe from any form of harassment or abuse.  Your care will be delivered in the least restrictive environment appropriate to your circumstances.  Interpreters are available for the deaf and for those who do not speak English. 
2. Information about you will be kept confidential.  You may see your hospital record, receive a copy, or have a copy given to someone else.
3. You will be informed about your condition and care, including the risks and benefits of treatment and alternative care.  Your caregivers will be identified by name and their relationship to Eastern Maine Medical Center made clear.
4. Decisions about your treatment are between you and your doctor.  You may refuse treatment.  You may name another person to make decisions for you.  You may also tell your doctor how you want to be cared for in the future, should you become unable to communicate your wishes.  If you meet certain criteria, you may be asked to participate in medical research or education during your care; whether or not you participate is up to you.
5. You will be advised how to care for yourself after you leave the medical center. 
6. You have the right to request and receive an itemized bill.  If you wish, we will explain your options for financial help and free care.
7. We work hard to make sure all of your needs are met during your hospital stay.  Please don't hesitate to help our staff understand what you need if you feel unsettled.  If you do bring concerns to our staff, we will not delay or interrupt your care, or discriminate against you in any way.  
8. If you continue to have concerns or complaints, the Patient Relations Department is available to help.  Call Patient Relations by dialing extension 8110, Monday through Friday, 8:00 am to 4:30 pm if you have an urgent concern during non-business hours, please let a member of your care team know.  You may request transfer to another hospital, if you prefer.
9. You have the right to lodge a grievance or complaint about your hospital stay or the care you received while at the hospital directly with the Maine Department of Human Services Division of Licensing and Certification*.  To do so, you may call or write to:

   State of Maine Department of Health and Human Services

   Division of Licensing and Certification, Medical Facilities

   442 Civic Center Drive, #11 SHS

   Augusta, Maine  04333-0011

   (800) 383-2441

   TTY (207) 624-5512

10. You have the right to lodge a complaint about the quality of care with the Joint Commission on Accreditation of Healthcare Organizations.*  You may do this by E-Mail, complaint@jcaho.org or by Fax, Office of Quality Monitoring (630) 792-5636, or by mail to:

    Joint Commission on Accreditation of Healthcare Organizations

    One Renaissance Boulevard

    Oakbrook Terrace, IL  60181

    If you have questions about how to file your complaint, you may contact the Joint Commission toll free at (800) 994-6610. 

    * This agency does not address concerns about your hospital bill.  Please contact the medical center directly if you have a question about your bill.

What We Need From You:

1. Tell us about your past and present health conditions.  Ask questions if you do not understand anything or want to know more.  This helps you and your doctor make better choices.
2. Follow your caregivers' instructions.  Ask questions if you do not understand.  Tell us if you will have difficulty carrying out your treatment.  Make sure you understand what may happen if you do not follow your doctor's recommendations.
3. If you have a living will, healthcare power of attorney, or other written instructions, please give us a copy.
4. Be considerate of other patients and staff, and follow rules about noise, smoking, and visitors.  Ask your visitors to do the same.
5. You are responsible for giving the hospital your insurance information and for paying your bills if you are able.
6. Let us know if you need assistance notifying a friend or family member that you have been admitted to the hospital.
7. Tell your doctor or nurse how we can serve you better, or, on weekdays, contact Patient Relations at extension 8110.  If Patient Relations is not available, call the hospital operator and ask for the nursing supervisor.