Patient Rights & Responsibilities

Patient Bill of Rights and Responsibilities

The MetroHealth System (MHS) appreciates 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; the following document summarizes these rights and responsibilities. When the patient is a minor, these rights also apply to the parent(s) or guardian.

ACCESS: The MetroHealth System treats all patients without regard to age, race, ethnicity, religion, culture, veteran status, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, or any other legally protected characteristic.

RESPECT AND DIGNITY: You have the right to respectful, considerate care, with recognition of your personal dignity.

PRIVACY: You have the right to personal privacy during your treatment and care. For a copy of the MHS Notice of Privacy Practices, please ask your caregiver or send a request to: The MetroHealth System Privacy and Information Security Officer, 2500 MetroHealth Dr., Cleveland, Ohio 44109.

SECURITY: You have the right to receive care in a safe setting free from abuse and/or harassment.

CONFIDENTIALITY OF MEDICAL RECORD: You have the right to confidentiality of your patient medical record. You have the right to access your designated record set contained in your medical record within a reasonable time of your request.

ADVANCE DIRECTIVES: You have the right to formulate Advance Directives and to have hospital staff who provide care in the hospital comply with them.

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

INFORMATION: You have the right to complete information about your condition and treatment, in terms you understand. The MetroHealth System provides access to an interpreter and/or translation services free of charge.

DECISION MAKING: You have the right to make decisions related to your health care, 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 request treatment and the right to refuse treatment. You have the right to designate someone to make your decisions should you not be able to make them yourself (see Advance Directives).

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 as medically indicated.

NOTIFICATION: You have the right to have a family member or support person 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.

FREEDOM OF CHOICE: You have the right to select the providers of your post hospital care; this includes skilled nursing facilities, long-term acute-care hospitals, hospice, acute rehabilitation, durable medical equipment, home infusion companies and home health care agencies.

CONSIDERATION: You are responsible for being considerate and respectful of other patients, visitors and hospital staff by maintaining civil language and conduct in your interactions. You are responsible for following instructions, policies, rules and regulations that support quality care for patients and a safe setting.

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

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

GIVING INFORMATION: You are responsible for giving, to the best of your knowledge, complete and accurate information to your provider to help your care, treatment and services including information about your health and medical history, any unexpected changes or any perceived risks in your care. It is your responsibility to tell your health care provider or a member of your health care team if you do not understand the treatments you are receiving or if you are unclear about plans for your on-going care.

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 happens to you.

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.

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, unit manager, or you may call the Patient Relations Department directly who will assist you with your concern.

MetroHealth Patient Relations Department: 216-778-5800

Although we believe that your concerns can be resolved through this process, you may at any time contact:

 

Patient Financial Bill of Rights

Improving the health of the community is central to everything The MetroHealth System does. How MetroHealth fulfills that mission is also important. Service, accountability, respect and equality are among MetroHealth’s core values.

MetroHealth supports the Patient Financial Bill of Rights. And here’s how.

As a MetroHealth patient, I have:

The right to accurate and up-to-date information about MetroHealth’s participation in my insurance plan’s provider network.

  • I know I can obtain this information by calling MetroHealth’s Customer Services at 216-957-3250 Option #2.

The right to collaborate with MetroHealth to understand the No Surprises Act.

  • For more information about your rights under federal law, visit www.cms.gov/nosurprises/consumers.
  • If you believe you’ve been wrongly billed, you may contact the Department of Health and Human Services at 1-800-985-3059 or visit www.cms.gov/nosurprises.
  • Ohio laws also protect patients against balance billing by out-of-network providers. For more information visit No Surprises: Understand your rights against surprise medical bills | CMS

The right to not be charged for covered preventive care services.

  • Preventive care keeps me and my family healthy. I know that many preventive care services are free under the law and that I will not be charged for these services. This link provides guidelines based on governmental preventive care visits at Medicare Preventive Services (cms.gov)
  • However, if my insurance does not pay, I know I can call MetroHealth’s Customer Advocacy Department to assist me.

The right to be informed, in advance, of any facility fees.

  • I understand that receiving care at hospital outpatient departments means that I have convenient access to more services and procedures.
  • I know that I may receive two charges on my MetroHealth patient billing statement for the same date of service: one for where I receive my care/service and one for who provides it. For example, if I get an x-ray, I may receive a charge for where it is performed (the facility) and another charge for the clinician (the radiologist) reading the results.

The right to see a price estimate for services and a price list for elective procedures.

MetroHealth offers an online “My Cost Estimator” tool that allows me to receive price estimates based on my coverage. I can find that tool at: MyChart - Patient Estimates (metrohealth.org)

I will be able to review estimated costs for potential or scheduled services to help me understand my benefits and my out-of-pocket responsibility.

I will have access to a MetroHealth financial specialist who can assist me by calling 216-957-2325 Option 3.

The right to be informed of lower-cost options.

MetroHealth seeks to provide me with choices – choices in location, types of procedures, and medications that may help me.

I can contact 216-957-2325 Option 3 to know what other options might be available for me.

The right to be informed about, and given access to, financial-assistance/financial-coordination programs and reduced-price care programs.

  • MetroHealth has always maintained a compassionate financial assistance policy.
  • I have the right to have my personal financial circumstances confidentially reviewed to see if it might qualify for assistance.
  • I deserve a process that is respectful, dignified and patient-centric with the goal of ensuring my uninterrupted care.
  • MetroHealth also maintains answers to frequently asked questions online at: www.metrohealth.org/patients-and-visitors/billing-finance.
  • MetroHealth is available to answer my questions about potential financial assistance programs via phone at 216-957-2325 Option 1 or toll free 877-509-0597.

The right to receive a clear billing statement, in language I understand.

  • I know I will receive an Explanation of Benefits from my insurance company. This is not a bill. The Explanation of Benefits will list all charges, which ones will be paid by insurance and what, if anything, I owe.
  • If I owe something for my care, MetroHealth also will send me a statement after my insurance company processes the claim, which will clearly state how much I need to pay.
  • If I owe nothing, I will NOT receive a MetroHealth patient statement.
  • I can request additional information about my health care coverage, including my out-of-pocket responsibility, by calling 216-957-2325 Option 3. My responsibility will depend on my personal coverage.
  • If I do not have insurance, I will receive a MetroHealth patient statement reflecting my responsibility for payment.

An accurate itemized bill.

  • Typically, only my insurer receives an itemized bill. However, I know I have the right to request MetroHealth to provide me with the same detailed bill.
  • I can request an itemized bill on MyChart, by email or by mail.
  • I know that I can call the Customer Advocacy Department at 216-957-3250 Option 2 if I would prefer to speak with someone and get clarification.

The right to know that if I dispute a bill, it will not be sent to a collection agency

  • MetroHealth offers many payment options, including payment plans with 0% interest. I know that I can contact the Customer Advocacy Department at 216-957-3250 Option 2 to find out more about these options.
  • MetroHealth also will carefully and thoughtfully review any bills I dispute – and will not send the bill to a collection agency while it is being reviewed.
  • I understand that overdue bills that are not disputed may be sent out for collection.

The right to be informed of any conflicts of interest.

  • MetroHealth maintains rigorous conflict-of-interest policies and oversight.
  • I will be informed of any conflicts of interests involving my providers.

Directory

Financial Coordination

Estimates

Customer Service Advocacy (Billing)

Provider Network

Preventive Care Services

No Surprises Act

  • For more information visit www.cms.gov/nosurprises
  • If you have questions for MetroHealth please reach out to one of the departments listed above regarding your specific question

 

Learn more

Watch a video to help understand cost, coverage, charges, billing and your rights as a patient.

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