The MetroHealth System appreciates the fact that most patients want to understand and participate in their health care. Participation is fostered if patients are made aware of their rights and responsibilities. To that end, the following statement summarizes these rights and responsibilities. This statement is for the use of The MetroHealth System's patients, and their families and friends. When the patient is a minor, these rights also apply to the parents or guardian.

Rights

Access: It is the policy of The MetroHealth System to treat all patients, without regard to race, color, national origin, disability, age, sex, sexual orientation, religion, veteran status, or sources of payment for care. All services are available without distinction to all patients and visitors. All persons and organizations having occasion either to refer patients for services or to recommend The MetroHealth System are advised to do so without regard to the potential patient’s race, color, national origin, disability, age, sex, veteran status, or religion.

Respect and Dignity: You have the right to respectful, considerate care with recognition of your personal dignity.

Privacy: You have the right to security and personal privacy during your treatment and care.

Confidentiality: You have the right to confidentiality of your information.

Identity: You have the right to know the names and duties of all persons involved in your care.

Information: You have the right to complete information about your condition and treatment in terms you understand, and you have the right to participate in decisions regarding your care.

Decision Making: You have the right to participate in ethical questions that arise during your course of care, including conflict resolution, withholding or withdrawing life-sustaining treatment, and participation in investigational studies. You have the right to designate someone to make your decisions should you not be able to make them yourself and the right to access protective services.

Pain Management: You have the right to receive information about pain and pain relief measures from a committed staff of health care providers. Health care providers will respond to your reports of pain and provide pain management therapies.

Notification: You have the right to have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital.

Restraints: You have the right to be free from restraints of any form that are not medically necessary or are used as a means of coercion, discipline, convenience, or retaliation by staff.

Grievance Process: The MetroHealth System is committed to providing quality care to our patients and ensuring that their rights are supported. As part of this commitment, we encourage you to share your opinions with us regarding our care and services.

If you have a complaint or concern, we are committed to resolving your concerns quickly and at the first level of contact whenever possible. We encourage you to share your questions/concerns with a member of your health care team, physician, or unit manager. They will gather information, follow up with the appropriate individuals or departments, and attempt to resolve the issue to your satisfaction.

If you are unable to resolve your concerns through this process, or would like assistance, you may call The MetroHealth System's Ombudsman at 216-778-5800 or send a letter to:

The MetroHealth System Ombudsman
2500 MetroHealth Drive
Cleveland, OH 44109

A review and investigation will be conducted, and you will be notified by the manager of the department involved with your complaint regarding its resolution.

Although we believe that most, if not all, concerns can be resolved through this process, if at any time you feel you need additional assistance, you may contact the Ohio Department of Health Facility Complaint Hotline at 800-669-3534.

Responsibilities

Consideration: You are responsible for being considerate of other patients, visitors, and hospital staff, and for following hospital rules.

Keeping Appointments: You are responsible for keeping appointments, or for calling the doctor or hospital in advance to make other arrangements.

Providing Information: You are responsible for giving complete and accurate information about your health and medical history, including information about any unexpected changes, or any perceived risks in your care.

Pain Management: To help us control your pain, you must tell your doctor, nurse, or caregiver about your pain.

Following Instructions: You are responsible for following instructions as given. You are responsible for asking questions or telling us if you do not understand the instructions, or if you feel you cannot follow them. If you do not follow instructions, you will be responsible for what the consequences.

Health Care Charges: You are responsible for making certain your health care bills are paid as soon as possible and for providing accurate information regarding your place of residence and medical coverage. More detailed information about rights and responsibilities is available from The MetroHealth System’s Ombudsman at 216-778-5800. If you have questions about these rights, or feel your rights may have been violated, you may file a complaint with the Ombudsman.

Additional assistance in filing a civil rights complaint may be obtained from:

Office for Civil Rights
Department of Health and Human Services
233 North Michigan Avenue, Suite 240
Chicago, IL 60601
Telephone: 312-886-2359
TDD/TTY: 312-353-5693

Director
Ohio Department of Health
246 North High Street
PO Box 118
Columbus, OH 43215