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 the University of Miami Health System which includes University of Miami Hospital and Clinics - Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, UHealth Tower, all of our other downtown Health District medical campus facilities, and satellite locations across South Florida.
The 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 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.
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. You have the right to access any mode of treatment that is, in your judgment and the judgment of your healthcare provider, in your best interests, including complementary or alternative health treatments in accordance with the law. You do not have the right to disrupt or otherwise interfere with the medical care, treatment, or accommodations of another UHealth patient.
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 AND DIGNITY
You have the right to be treated with courtesy and respect (including respect for your cultural or personal values, beliefs, and preferences), appreciation of your individual dignity, and protection of your need for privacy; the right to practice religious or other spiritual services; 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; the right to retain and use personal clothing or possessions as space permits, unless doing so is contraindicated due to medical, therapeutic, safety or programmatic reasons; and the right to be free from all forms of abuse or harassment. You do not have the right to abuse or harass others.
PRIVACY
You have the right to personal privacy; the right to confidentiality of your clinical records; 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 in accordance with applicable laws, regulations, and UHealth policies. The right to allow a family member, friend, or other individual to be present for emotional support during the course of stay in accordance with applicable laws, regulations, and UHealth policies. 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. You do not have the right to record (via video, audio, audiovisual, or any other means) other patients, visitors, or UHealth staff. You have the right to privacy regarding ownership of firearms or ammunition by yourself or a family member, including the right to decline to answer or provide any information on this matter, unless deemed relevant to your medical care and safety or the safety of others.
SAFETY
You have the right to receive care in a safe setting and to be free from restraints or seclusion that is not necessary to ensure the immediate physical safety of you, a staff member, or others. You also have the right to treatment for any emergency medical condition that will deteriorate if treatment is not provided.
RULES AND 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.
REFUSE TREATMENT
You have the right to refuse treatment, except as otherwise provided by law.
COMMUNICATE AND 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 to the hospital. This does not mean you can demand treatment or services that are medically unnecessary or inappropriate.
INFORMED CONSENT AND 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 AND EXPECT TRANSPARENCY OF CHARGES AND 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. You have the right to view facility health-related data and financial data, available here: Florida Health Finder.
INFORMATION AND 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). You have the right to a prompt and reasonable response to questions and requests. You also have the right to be informed of your visitation rights, which can be found here: https://umiamihealth.org/patient-,-a-,-visitors/updated-visitation-policy.
ADVANCE DIRECTIVES
You have the right to have a healthcare surrogate make decisions when you are unable to make decisions about your care, treatment, and services. You have the right to establish advance directives and to have UHealth comply with these directives.
EXPRESS GRIEVANCES
You have the right to express grievances to your provider, UHealth, and appropriate agencies regarding any violation of your rights as stated in Florida law. You will not be penalized for filing a complaint.
University of Miami UHealth Privacy Office
P.O. Box 019132 (M-879)
Miami, FL 33101
Toll Free: 866-366-HUSH (4874)
Email: privacy@med.miami.edu
You have the right to contact regulatory agencies for safety and quality-of-care concerns, without compromising patient care, including:
Florida Agency for Health Care Administration
2727 Mahan Drive
Tallahassee, FL 32308
1-888-419-3456
Florida Department of Financial Services Division of Consumer Services
200 East Gaines Street
Tallahassee, FL 32399-0322
1-877-MY-FL-CFO (1-877-693-5236)
Out of State Callers:
(850) 413-3089
The Joint Commission
Office of Quality and Patient Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Online Complaint Form:
jointcommission.org/GeneralPublic/Complaint
1-800-994-6610
Secretary of the Department of Health and Human Services (HHS)
https://www.hhs.gov/regulations/complaints-and- appeals/index.html
PATIENT RESPONSIBILITIES
As a valued patient of the University of Miami Health System, you are responsible for:
SHOWING RESPECT AND CONSIDERATION FOR 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, any unexpected changes in condition, and other matters relating to your health to the best of your knowledge.
FOLLOWING RULES AND 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, notifying your health care provider or health care facility prior to the appointment.
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 AND CHAPERONES
Requesting a chaperone for all intimate examinations; declining a specific staff member who was chosen as a chaperone, if you prefer not to have that staff member; requesting a family member or friend present for the examination, if that is your preference; and 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 chaperone present.
CONSEQUENCES OF REFUSING TREATMENT
The results if you refuse treatment or do not follow your health care provider’s instructions.