UHealth – the University of Miami Health System is committed to providing courteous, respectful, and responsive care to all of our patients, wherever they receive UHealth services. This pertains to patients seen at Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, University of Miami Hospital, The Lennar Foundation Medical Center and all of our other downtown Health District medical campus facilities and satellite locations.

University of Miami Health System respects your rights, values, and dignity. All of our physicians, care teams, and staff members are dedicated to providing patients and their families with high-quality medical care.

University of Miami Health System does not discriminate or restrict visitation on the basis of basis of age, race, color, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, national origin, or veteran status.

This document provides an overview of your rights as a University of Miami Health System patient. It also highlights the responsibilities that come with being a patient to ensure that your course of care is as effective as possible and to protect your well-being and that of your care providers and fellow patients.

Patient Rights

As a patient of the University of Miami Health System, we fully support your rights to:

Access care
You have the right to impartial access to medical treatment or accommodations, regardless of age, race, color, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, national origin, or veteran status.

Know the identity of your care provider
You have the right to know who is providing medical services and who is responsible for your care.

Respect & dignity
You have the right to be treated with courtesy and respect, appreciation of your individual dignity and protection of your need for privacy.

And, the right to not be discriminated against in admission, treatment, or participation in our programs, services, and activities, on the basis of age, race, color, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, national origin, or veteran status.

And, the right to be free from all forms of abuse or harassment.

Privacy
You have the right to personal privacy; the right to access, request amendment to and obtain information on disclosures of your health information, in accordance with law and regulation;the right to access information contained in your clinical records; the right to allow a family member, friend, or other individual to be present for emotional support during the course of stay; and the right to request a chaperone for all intimate examinations, to decline a specific staff member who was chosen as a chaperone, to have a family member or friend present for the examination, and to have the opportunity, if a chaperone is provided, to have a separate, private conversation with the provider to discuss issues of a sensitive nature.

Safety
You have the right to receive care in a safe setting. And, the right to treatment for any emergency medical condition that will deteriorate if treatment is not provided.

Rules & regulations
You have the right to know the rules and regulations that apply to your conduct.

Pain management
You have the right to be treated by concerned staff members, who are committed to pain prevention and management; the right to quick responses to complaints of pain; the right to be involved in your medical care decisions, including managing pain effectively; the right to receive information about available pain relief measures; and, the right to a dedicated pain relief specialist.

Communicate & participate
You have the right to know about available patient support services if you do not speak English or are sight or hearing impaired; the right to participate in the development and implementation of your plan of care; and, the right to have a family member or representative or physician notified promptly of your admission tothe hospital.

Informed consent & refusal
You have the right to know if medical treatment is for experimental research and the right to give your consent or to refuse to participate in experimental research.

Understand & expect transparency of charges & financial resources
When requested prior to treatment, you have the right to a reasonable estimate of charges for your medical care.

You have the right to a copy of a clear and understandable, itemized bill and, when requested, to have charges explained.

When requested, you have the right to full information and necessary counseling about available financial resources for your care.

And, if you are eligible for Medicare, it is your right to know, and to learn in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate.

Information & education
You have the right to information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis (this information should be provided by your health care provider).

Express grievances
You have the right to express grievances to the appropriate state licensing agency regarding any violation of your rights as stated in Florida law using the grievance procedure of your health care provider or facility.

And, you have the right to contact regulatory agencies for safetyand quality of care concerns, without compromising patient care, including:

The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Online Complaint Form: https://www.jointcommission.org/general_public.aspx
Email: complaint@jointcommission.org
1-800-994-6610

Florida Agency for Health Care Administration
2727 Mahan Drive
Tallahassee, FL 32308
Online Complaint Form: https://apps.ahca.myflorida.com/hcfc/
1-888-419-3456

Refuse treatment
You have the right to refuse treatment, except as otherwise provided by law. And, the right to be free from restraints of any form that are not medically necessary.

Patient Responsibilities

It takes two to make excellence work. As a valued patient of the University of Miami Health System, you are responsible for:

Showing respect & consideration of other patients
Being considerate and respectful of other patients and their visitors, hospital staff, and property.

Providing information
Providing your health care provider with accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to your health to the best of your knowledge.

Following rules & regulations
Following health care facility rules and regulations affecting patient care and conduct.

Complying with treatments
Keeping appointments and when unable to do so for any reason, for notifying your health care provider or health care facility. For following the treatment plan recommended by your health care provider.

Asking questions
Reporting to your health care provider whether you understand the suggested course of action and what is expected of you.

Requesting pain relief
Requesting pain relief when pain first begins. Informing your physician or nurse if pain persists or if you have worries about taking pain medications.

Payments
Making sure the cost of your health care is paid as promptly as possible.

Requesting privacy & chaperones
Requesting a chaperone for all intimate examinations, for declining a specific staff member who was chosen as a chaperone, if you prefer not to have that staff member, for requesting a family member or friend present for the examination, if that is your preference, and for requesting to speak with the provider in a separate, private conversation, if a chaperone is provided, and you wish to discuss sensitive issues without the chaperon present.

Consequences of refusing treatment
The results if you refuse treatment or do not follow your health care provider’s instructions.

Hospitals & Locations

University of Miami Hospital
305-689-5943
1400 NW 12th Ave, Miami, FL 33136
1120 NW 14th St, Miami, FL 33136
Monday - Friday, 8 a.m. - 5 p.m.

Sylvester Comprehensive Cancer Center
305-243-3820
1475 NW 12th Ave, Miami, FL 33136
Monday - Friday, 7 a.m. - 5 p.m.

Bascom Palmer Eye Institute
305-243-4357
900 NW 17th St, Miami, FL 33136
Monday - Friday, 8 a.m. - 5 p.m.

The Lennar Foundation Medical Center of the University of Miami Health System
305-689-5555
5555 Ponce De Leon Blvd, Coral Gables, FL 33146
Monday - Friday, 8 a.m. – 5:30 p.m.

UHealth Patient and Visitor Services (PVS)
305-243-HELP (4357)
1150 NW 14th Street , Miami, FL 33136
Monday - Friday, 8 a.m. – 5:30 p.m.
heretohelp@med.miami.edu