As a healthcare facility within the University of Pennsylvania Health System (UPHS)1 and Penn Medicine, we are committed to delivering quality medical care to you, and our patients, and to make sure your visit is 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 not able to exercise these rights on your behalf, then these rights apply to your designated legally authorized representative. As it is our goal to provide medical care that is effective and considerate within our capacity, mission, philosophy, and applicable laws and regulations, we submit these to you as a statement of our policy.
Statement of Patient's Rights
A patient has the right to:
- Be informed of their rights at the time of admission.
- Respectful care provided by competent staff, which reflects consideration of your cultural and personal values and belief systems and optimizes your comfort and dignity.
- Upon request, be given the name of the attending physician, all other physicians or providers directly participating in their care, and the names and functions of other healthcare staff having direct contact with patients.
- Every consideration of privacy concerning their medical care program. Case discussion, consultation, examination, and treatment are confidential and should be conducted discreetly, giving reasonable visual and auditory privacy whenever possible.
- If requested, have someone present during physical examinations before or following a procedure/operation as long as they do not interfere with care.
- Have information, including records of medical care, treated as confidential except as otherwise provided by law or third-party contractual arrangements.
- Know the facility's expectations and responsibilities for patient and visitor conduct.
- Quality care and high professional standards that are continually maintained and reviewed.
- Complete 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 the patient, the information shall be provided on the patient's behalf to their designated/legally authorized representative.
- Consent to treatment. Except for emergencies, the provider must obtain informed consent before starting procedures and treatments. This includes understanding the comparative risks, benefits, and alternatives associated with having an operation/procedure performed in this facility instead of in a hospital.
- Not be involved in any experimental research program, donor program, or educational activities unless the patient or their designated/legally authorized representative has given informed consent before participating in such a program. If the patient or their designated/legally authorized representative is 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 the patient or responsible person shall give informed consent before actual participation in the program. A patient or responsible person may refuse to continue in a program to which they have informed consent.
- Accept medical care or refuse any drugs, treatment, or procedure offered by the facility to the extent permitted by the law; and a provider shall inform the patient of the medical consequences of such refusal.
- Have medical and nursing services without discrimination based on age, race, color, religion, sex, national origin, handicap, disability, source of payment or source of income, gender, ancestry, marital status, familial status, genetic information, gender identity or expression, sexual orientation, culture, language, socioeconomic status or domestic or sexual violence victim status.
- Be communicated in a clear, concise, and understandable manner. If the patient does not speak English, they should have access, where possible, free of charge to language interpretation and translation services. Information is provided in a manner tailored to the patient's age (if applicable), language, and ability to understand. This includes helping a patient in a way that meets the patient's needs if the patient has vision, speech, hearing, or cognitive impairments.
- Have their medical record read only by individuals directly involved in their care, by individuals monitoring the quality of care, or by individuals authorized by law or regulation. Upon request, the facility shall provide the patient or their designated/legally authorized representative access to all information contained in the medical record unless access is specifically restricted by the attending practitioner for medical reasons.
- Expect good management techniques to be implemented within the facility, considering effective use of time and avoiding personal discomfort.
- Expect emergency procedures to be implemented without unnecessary delay. If an emergency occurs and a patient is transferred to another facility, the designated/legally authorized representative shall be notified. The institution to which the patient is to be transferred shall be notified before the patient's transfer.
- Examine and receive a detailed explanation of their bill, as well as complete information and counseling on the availability of known financial resources for the patient's care.
- Expect the facility to provide a mechanism whereby the patient is informed of continuing health care requirements and the means for meeting them upon discharge.
- Appropriate assessment and management of pain.
- Receive care in a safe setting and be free from all forms of abuse and harassment.
- Be free from restraint and seclusion not medically necessary or used as a means of coercion, discipline, convenience, or retaliation by staff.
- Access protective services and be free from neglect, exploitation, and verbal, mental, physical, and sexual abuse.
- Participate in considering the ethical issues surrounding care within the framework established by this organization to consider such matters.
- Formulate an advance directive or appoint a health care agent to make health care decisions on their behalf. These decisions will be honored by the facility and its professionals within the limits of the law and our mission, values, and philosophy. If applicable, the patient is responsible for providing a copy of their advance directive to the facility.
- Not be required to have or complete an advance directive to receive care and treatment in this facility.
- Make decisions regarding the withholding of resuscitative services or the forgoing or withdrawing of life-sustaining treatment within the limits of the law and the facility's policies.
- Make decisions involving their health care in collaboration with their providers. This right applies to the family and/or guardian of any minors.
- Participate in their care and treatment to the fullest extent possible. There are circumstances under which the patient may be unable to do so. In these situations (for example, if the patient has been adjudicated incompetent per the law, or is found by the physician to be medically incapable of understanding the proposed treatment or procedure, or is unable to communicate their wishes regarding treatment, or is an emancipated minor) the patient's rights are to be exercised, to the extent permitted by law, by the designated representative or other legally authorized person.
- Assistance in obtaining consultation with another physician at the patient's request and expense.
- Designate a family member, friend, or other individual as a support person during the patient's ambulatory care treatment.
- Designate those persons who may stay with the patient. These individuals do not need to be legally related to the patient. They could be, for example, a spouse, a domestic partner (including a same-sex partner), another family member, or a friend. The facility will not restrict, limit, or deny any visitor based on age, race, color, national origin, religion, sex, handicap, disability, gender, ancestry, marital status, familial status, gender identity or expression, sexual orientation, culture, language, socioeconomic status or domestic or sexual violence victim status. The facility may need to limit or restrict visitors to care for the patient or other patients. The patient has the right to be informed of any such clinical restrictions or limitations.
- Give or withhold informed consent to produce or use recordings, films, or other images for purposes other than their care, treatment, or patient identification.
- Not be denied the right of access to an individual or agency authorized to act on their behalf to assert or protect the patient's rights.
- Seek review of quality-of-care concerns, coverage decisions, and concerns about their care and discharge.
- Direct questions or concerns regarding the Health Insurance Portability and Accountability Act (HIPAA)/privacy-related matters via email to the UPHS Privacy Office at privacy@uphs.upenn.edu or call 215-573-4492.
- Direct concerns or questions regarding accessibility or accommodations to the University of Pennsylvania Health System Disability Access Officer at 215-615-4317.
- Voice complaints, without recrimination, regarding care, and to have those complaints reviewed and, when possible, resolved. Patients with questions or problems concerning their care should speak with their physician, nurse, or other facility representative before leaving the clinical site.
For questions regarding the Patient Bill of Rights and Responsibilities or a patient complaint or grievance, contact the following:
- Penn Digestive and Liver Health Center University City, Penn Presbyterian Medical Center
3737 Market Street, 11th Floor
Philadelphia, PA 19104
Call for complaints or grievances: 215-662-9100
- Surgery Center at Penn Medicine University City, Penn Presbyterian Medical Center
3737 Market Street, 5th Floor
Philadelphia, PA 19104
Call for complaints or grievances: 215-662-9100
- Penn Medicine Radnor Surgery Center, The Hospital of the University of Pennsylvania
145 King of Prussia Road
Suite G-104
Radnor PA 19087
Call for complaints or grievances: 215-662-2575
- The Hospital of the University of Pennsylvania Reproductive Surgical Facility
3701 Market Street, 7th Floor
Philadelphia, PA 19104
Call for complaints or grievances: 215-662-2575
- The Endoscopy Center of The Pennsylvania Hospital
230 West Washington Square
Philadelphia, PA 19106
Call for complaints or grievances: 215-829-3891
- The Surgery Center of the Pennsylvania Hospital
1840 South Street
Philadelphia PA 19146
Call for complaints or grievances: 215-893-7021
- Lancaster General Hospital Ambulatory Surgical Facility
2100 Harrisburg Pike, Suite 200
Lancaster, PA 17601
717-544-3115
- Physicians' Surgery Center Lancaster General Health
2150 Harrisburg Pike
Lancaster, PA 17604
717-735-3993
- Lancaster General Hospital
555 North Duke Street
Lancaster, PA 17602
717-544-5511
Unresolved Complaints or Grievance
If a patient or their family member thinks that a complaint or grievance remains unresolved through the facility resolution process, or regardless of whether they have used the facility grievance process, the individual has the right to contact the following organizations about their concerns:
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 area called "Connect with Us," click on "Report a Safety Concern," and follow the instructions.
You may also contact The Joint Commission via 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 submission.
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 to: 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 per the 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 and 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, cooperating with facility staff, and asking 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 representatives 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 action occurs, UPHS may report it to law enforcement.
- Not taking any medications or drugs that 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 them to your family/caregiver/escort to secure them.
- 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 through third-party payers (your insurance company) or being personally responsible for payment for any services 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.
Leadership Team
- Penn Digestive and Liver Health Center University City, A facility of Penn Presbyterian Medical Center
- Surgery Center at Penn Medicine University City, A facility of Penn Presbyterian Medical Center
- Penn Medicine Radnor Surgery Center, A facility of the Hospital of the University of Pennsylvania
- Penn Medicine Radnor Surgery Center, A facility of the Hospital of the University of Pennsylvania
- The Hospital of the University of Pennsylvania Reproductive Surgical Facility
- The Endoscopy Center of The Pennsylvania Hospital
- The Surgery Center of the Pennsylvania Hospital
- Lancaster General Hospital Ambulatory Surgical Facility
- Physicians' Surgery Center Lancaster General Health
- Lancaster General Hospital, The
1 Penn Medicine consists of the Perelman School of Medicine at the University of Pennsylvania and the University of Pennsylvania Health System and its subsidiaries and affiliates, including but not limited to the Hospital of the University of Pennsylvania, Pennsylvania Hospital, Penn Presbyterian Medical Center, Chester County Hospital, Lancaster General Health, Lancaster General Hospital, Lancaster General Medical Group, The Heart Group of Lancaster General Health, Lancaster General Health–Columbia Center, Penn Medicine Home Health Lancaster General Health, Penn Medicine Princeton Health, Penn Medicine Princeton Health Behavioral Health, Penn Medicine Princeton Medicine Physicians, Penn Medicine Home Health Princeton Health, Penn Medicine Hospice Princeton Health, all separately licensed Ambulatory Surgical Facilities or Ambulatory Care Facilities including: Penn Medicine Radnor Surgery Facility, a facility of the Hospital of the University of Pennsylvania, Hospital of the University of Pennsylvania Reproductive Surgical Facility, The Surgery Center of Pennsylvania Hospital, Endoscopy Center of Pennsylvania Hospital, The Surgery Center at Penn Medicine University City, a facility of Penn Presbyterian Medical Center, Penn Digestive and Liver Health Center University City, a facility of Penn Presbyterian Medical Center, Penn Presbyterian Infusion Services, a facility of Penn Presbyterian Medical Center, Penn Radiology Cherry Hill, Physician's Surgery Center Lancaster General, LLC, The Lancaster General Hospital Ambulatory Surgical Facility, Princeton Endoscopy Center LLC, and the Clinical Practices of the University of Pennsylvania, Clinical Care Associates, Penn Medicine Medical Group, Good Shepherd Penn Partners, Clinical Health Care Associates of New Jersey, Presbyterian Center for Continuing Care, and Penn Medicine at Home, Penn Institute for Rehabilitation Medicine.