...to be informed of your rights as a patient
You may expect that every reasonable effort will be made to inform you of your rights as a patient as early as possible during the course of your hospitalization. In addition, you have the right to know what hospital rules and regulations apply to your conduct as a patient.

...to exercise your rights
While we recognize your right to participate in your care and treatment to the fullest extent possible, there are circumstances under which you may be unable to do so. In the event that you are unable to exercise these rights on your own behalf, then these rights (and responsibilities) are applicable to your designated/legal representative or guardian. In these situations (i.e. if you have been adjudicated incompetent in accordance with law, are found by your physician to be medically incapable of understanding the proposed treatment or procedure, are unable to communicate your wishes regarding treatment or are an unemancipated minor), your rights are to be exercised, to the extent permitted by law, by your designated representative or other legally designated person(s).

...to have an advance directive
You have the right to formulate an advance directive such as a living will or a durable power of attorney for healthcare. If applicable, you are responsible for providing a copy of your advance directive to the hospital. You are not required to have or to complete an advance directive in order to receive care and treatment in this facility. You have the right to appoint a surrogate to make healthcare decisions on your behalf, in the event you are unable to speak for yourself. It is your right to have your decisions and preferences honored by TJUH and its healthcare professionals within the bounds of prevailing law, accepted medical practice and this organization’s mission, values and philosophy.

...to informed participation
You have the right to informed participation in decisions relating to your medical care. If you cannot or are unwilling to make an independent medical decision for yourself, your surrogate(s) will participate in treatment decisions on your behalf. If conflict regarding your care exists among your surrogates, or among your surrogates and the care team, the hospital will offer resources and guidance to help resolve the conflict. This includes, but is not limited to, a care conference with your attending physician and other members of your care team, mediation through the Departments of Case Management, Social Work and Patient Services, and consultation with the Hospital Ethics Committee.

...to request or decline treatment
Your right to make decisions about your healthcare is respected at TJUH. You may refuse any drug, treatment or procedure offered by TJUH to the extent permitted by law and the policies of this institution. In the event that you become seriously ill, you may request or refuse resuscitative services or life-support technology that is within the bounds of accepted medical practice as in prevailing law and the policies of this institution. You will be informed by a physician of the medical consequences of your decision to accept medical care or to refuse treatment, but the responsibility for those consequences must be yours or your surrogate’s.

...to privacy and confidentiality
You have the right to every consideration of your privacy concerning your medical care at TJUH. Examinations, treatments, discussions and consultations concerning your care will be conducted discreetly and handled confidentially, giving reasonable visual and auditory privacy when possible. As long as it does not interfere with diagnostic procedures or treatments, you have the right to request 
that someone be present while a physical examination, treatment or procedure is being performed.

If other patients or visitors are unreasonably disturbing you, you may also request a room transfer if another room equally suitable for your care needs is available.

You have the right to confidentiality of all information, including records pertaining to your treatment, except as otherwise provided by law or by your agreement to arrangements with third-party payors (such as Blue Cross or Medicare) that require TJUH to provide information concerning your records. You have the right to have your medical records read only by individuals involved directly in your care, by individuals monitoring the quality of your care or by individuals authorized by law or regulation.

...to be treated as an individual
Your personal dignity and self worth are important at TJUH. You have the right to be treated with respectful care and consideration by all of our healthcare personnel. This policy reflects our consideration of your personal values and belief systems and is designed to optimize your comfort and dignity. You have the right to be cared for by staff educated about patient rights and their role in supporting those rights. You have the right to have a family member or representative of your choice and your physician notified promptly of your admission to the hospital. You have the right to have issues related to care at the end of life addressed with sensitivity. You have the right to participate in the consideration of ethical issues surrounding your care within the framework established by this organization to consider such issues. This may include an ethics consultation or a meeting with the Ethics Committee.

...to know the identity of hospital personnel
You have the right, upon request, to be given the name 
of your attending physician and the names of all other physicians participating directly in your care. This includes the names and professional status of all other healthcare personnel including medical students, residents and all other trainees having direct contact with you. All TJUH personnel will be properly identified.

Because this is an academic medical facility, you will meet nurses, physicians and other healthcare personnel in training. The educational programs at TJUH help us provide the most up-to-date patient care, and the presence of these professionals adds to the quality of the care you receive.

...to be informed of experimental, research, donor programs and educational activities
You have the right to a full explanation of any experimental, research, donor program or educational activity in which you may be asked to participate. No experimental, research, donor program or educational activities will be carried out without your informed consent or that of a designated/legal representative prior to the actual participation in such a program. If you are asked to participate in a study, you or your designated/legal representative have the right to refuse or to withdraw your consent at any time, even after you have given your informed consent to participate.

...to give informed consent
Except in emergencies, you have the right to receive, in advance of treatment or contemplated procedure, a full explanation from your physician so that you may exercise your right of informed consent.

…to be free from restraints
Except when medically necessary, you have the right to be free from restraints or seclusion.

...to prompt emergency treatment
You have the right to expect emergency procedures to be implemented without unnecessary delay.

...to quality healthcare
You have the right to excellent, quality healthcare and to 
the highest professional standards, which are continually maintained and reviewed at TJUH. You have the right to full information in terms you can reasonably understand concerning your diagnosis, treatment and prognosis, including information about alternative modes of treatment and possible complications. If you feel the need for further clarification concerning the information given, you may ask your physician about the results of your examinations and tests, the treatment or operation planned, the persons who will administer your care and the expected outcome of your treatment. When it is not medically advisable to give you such information, this information will be given on your behalf to your designated/legal representative. When you have a question, we will make every effort to give you an appropriate and helpful response.

...to be communicated with clearly
You have a right to be communicated with in a manner that is clear, concise and understandable. If you do not speak English or if you have a hearing impairment, you should have access, where possible, to an interpreter (or signer). The patient services department or other appropriate personnel will make every effort to provide you with an interpreter during your hospital stay.

In the event it is necessary to restrict visitors, mail, telephone calls or other forms of communication as a component of your care, you will be provided with a clear explanation regarding this action.

...to consultation
You have the right to request and receive assistance in obtaining a consultation from another physician at any time. A consultation is the medical opinion of another physician; it is obtained at the patient’s expense.

...to an advocate
You have the right, without recrimination, to voice complaints regarding your care and to have those complaints reviewed, and when possible, resolved. The patient services department was established to provide the support and information needed to assist you with any concerns or problems encountered during your hospitalization. A patient representative will act on your behalf in the protection of the rights published in this document and will function as a liaison between you, the hospital or your physician in order to resolve any concerns that you may have. If you or a family member believe that a complaint or grievance remains unresolved through the hospital process, you also have the right to contact the PA Department of Health, Division of Acute and Ambulatory Services, P.O. Box 90, Health and Welfare Building, Harrisburg, PA 17180-0090, 800-254-5164.

You cannot be denied the right of access to an individual or agency that is authorized to act on your behalf to assert or protect the rights set out in this section.

...to access protective services
You have the right to expect TJUH to support your right to access protective services (i.e. guardianship and advocacy services, conservatorship, and child or adult protective services).

...to services without discrimination
You have the right to appropriate medical and nursing services without discrimination based upon race, color, religion, gender, sexual preference, national origin, disability or ability to pay.

...to good hospital management
You have the right to expect good management techniques to be implemented within TJUH, and you may expect that every effort will be made to avoid unnecessary delay. You have the right to receive care in a safe environment and be free from abuse and harassment. You have the right to request to see a copy of TJUH’s Code of Conduct Policy.

…to appropriate pain management
Your right to pain management is respected and supported. Since pain can be a common part of the patient experience, we plan and coordinate our care to assure that your pain is recognized and addressed appropriately. You will be able to participate in your care by telling us about your pain and about how well our interventions have helped you. We will also work with you to understand how to manage your pain after discharge.

...to access your medical records
Under Pennsylvania law, you or your designated/legal representative have the right, upon request, to have access to all information contained in your medical records, unless access is specifically restricted for medical reasons or is prohibited by law. We urge you to direct any questions you have regarding your medical records to your attending physician. As a general rule, we recommend that during your hospital stays, you review your medical record only with your physician.

...to know about discharge plans
You have the right to participate in all decisions made concerning your discharge from the hospital and to be informed of continuing healthcare requirements and the resources for meeting them, after discharge.

TJUH offers several resources to assist you in your planning. A case manager will assist you in meeting your nursing or healthcare needs at home. A social worker or a case manager will be glad to provide counseling and advice and will help make arrangements for assistance at home or for continuing care at another facility.

…to be transferred to another facility
When TJUH cannot meet the request or need for care because of a conflict with our mission, philosophy or inability to meet your needs or request, you may be transferred to another healthcare facility when medically permissible. Such a transfer should be made only after TJUH gives you or your designated/legal representative complete information and an explanation concerning the requirements for, and alternatives to, such a transfer. In accordance with applicable law, you can be assured that 
the facility to which you are being transferred has accepted you for admission and that your complete records will be forwarded with you.

...to understand hospital charges
You have a right to examine and receive a complete explanation of your bill. The business office will assist you in filling out and processing your insurance forms. We encourage you to contact a financial counselor if you have any questions concerning your hospital coverage. Upon your request, the counselor can also be of help in providing full information and counseling about the availability of financial resources from various sources to help you in the payment of your hospital bills.

...to act in accord with hospital regulations

• Observe Smoking Regulations:
  As a healthcare institution, we are committed to providing a clean and healthy environment. Because of the many health risks associated with smoking, the hospital has established a no-smoking policy for patients and visitors. Therefore, smoking within any TJUH building is prohibited except by physician order for inpatients on the Behavioral Health Unit.
• Observe Visiting Hours:
  Visiting hours will vary according to the unit to which you are assigned. Please ask your visitors to come at the proper times. If there is a problem, please speak with the nurse in charge who will make every effort to accommodate your visitors.
• Pay Bills Promptly:
  It is understood that you assume the financial responsibility of paying for all services rendered either through third-party payors (your insurance company) or that you are personally responsible for payment of any services that are not covered by your insurance. If you are having financial problems, please call a financial counselor immediately so that suitable arrangements may be made for you.
• Update Your Hospital Records:
  Please notify TJUH if your name, address or telephone number changes during your hospitalization or during the few months immediately following your discharge. Please send this information to the medical records department.

...to answer questions fully
You or your designated/legal representative have the responsibility to provide your physician and other TJUH personnel with accurate and complete information about present complaints, past illnesses, hospitalizations, medications, advance directives and all other matters relating to your health history in order for you to receive effective medical treatment. You are also responsible for communicating your concerns about perceived risks associated with your medical treatment.

Please make every effort to have information available that will help you to answer questions fully and accurately. Examples of questions you may be asked include:

• Are you currently taking any medications?
• What medications or drugs have you taken in the past?
• What were the effects?
• Do you have any other current health problems?
• What illnesses have you had in the past, as far back as your childhood?
• Have you ever been in this hospital or in any other hospital before? When? How long? Why?
• Do you have an advance directive?

Please remember that this information is requested to help plan your care appropriately. There is no intent to embarrass you, and we urge your cooperation.

...to ask questions and be cooperative
You are responsible for reporting whether you clearly comprehend a contemplated course of action and what is expected of you. In order to facilitate your care and the efforts of TJUH personnel, you are expected to help the physicians, nurses and allied medical personnel in their efforts to care for you by following their instructions and medical orders. If you choose not to follow these instructions and medical orders, you will be responsible for the consequences of your decision. TJUH expects that you will cooperate with all TJUH personnel and ask questions if directions and/or procedures are not clearly understood. Duly authorized members of your family or designated/ legal representative are expected to be available to TJUH personnel for review of your treatment in the event that you are unable to properly communicate with your healthcare providers.

...to be considerate of others
You have the responsibility to be considerate of other patients and staff and to see that your visitors are considerate as well, particularly with regard to noise and the no-smoking policy of this institution. Please do not play your television or radio loudly. Many patients require a quiet atmosphere for management of their health problems. You are also expected to be respectful of the property of others and the property of TJUH.

...to refrain from taking unauthorized drugs
It is expected that you will not take drugs which have not been prescribed by your attending physician and administered by TJUH staff and that you will not complicate or endanger the healing process by consuming alcoholic beverages or toxic substances during your hospital stay.

...to request further information and guidance
No list of guidelines can ever describe fully the ideal relationships that should exist among you, your physician, and TJUH staff. We strive to deliver healthcare in a spirit of excellence, mutual trust, cooperation and respect. We trust the information provided in this booklet will give you greater insight into how we hope to achieve this aim and how you also can participate in advancing and sustaining it.

If you would like further information or would like to express your point of view on any aspect of your healthcare, please contact:

Thomas Jefferson University Hospitals

Thomas Jefferson University Hospital
Center City
Patient Services Department
Room 1880, Gibbon Building
Office Hours: Monday through Friday 
8 a.m. to 5 p.m.
Telephone: 215-955-7777 
Within the hospital, dial 5-7777

Jefferson Hospital for Neuroscience
Administrative Office
900 Walnut Street
Office Hours: Monday through Friday
9 a.m. to 5 p.m. 
Telephone: 215-955-3884

Methodist Hospital Division
Patient Services Department
Room 110, First Floor
Office Hours: Monday through Friday
9 a.m. to 5 p.m.
Telephone: 215-952-9987

Methodist Hospital Nursing Center
Administrator’s Office
2509 South 4th Street
9 a.m. to 5 p.m.
Telephone: 215-271-1080