As a patient at Memorial Sloan Kettering (or any hospital) in New York State or New Jersey, you’re guaranteed protections under the law. These ensure that you understand the treatment you’re receiving, that you’re not discriminated against for any reason, that you know the names of everyone involved in your care, and other rights. You also have responsibilities as a patient, such as telling your doctor or nurse that you don’t understand something and being considerate and courteous to other patients and staff.
If you are an MSK patient with a concern, question, or complaint about your care, or would like someone to serve as your advocate, our patient representatives are here to help.
Patient representatives are committed to ensuring that your rights are respected and that your concerns are addressed. We can speak on your behalf, represent your interests, and answer questions about hospital policies and procedures. We can be most helpful when brought into a situation while it is occurring, rather than after the fact, so do not hesitate to call upon us.
To contact a patient representative, please call 212-639-7202.
Read more about your rights as a patient.
New York
As a patient in a hospital in New York State, you have the right, consistent with law, to:
- Understand and use these rights. If for any reason you do not understand or you need help, the hospital must provide assistance, including an interpreter.
- Receive treatment without discrimination as to race, color, religion, sex, national origin, nationality, disability or handicap, sexual orientation, gender identity or expression, marital status, citizenship status, veteran status or ability to pay/source of payment for care or age; not be deprived of any constitutional, civil, and/or legal rights solely because of receiving services from the facility.
- Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
- Receive emergency care if you need it.
- Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
- Know the names, positions, and functions of any hospital staff involved in your care and refuse their treatment, examination, or observation.
- Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
- Receive complete information about your diagnosis, treatment and prognosis.
- Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.
- Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet “Deciding About Health Care – A Guide for Patients and Families.”
- Refuse treatment and be told what effect this may have on your health.
- Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
- Privacy while in the hospital and confidentiality of all information and records regarding your care.
- Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal your discharge.
- Review your medical record without charge and obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.
- Receive an itemized bill and explanation of all charges.
- View a list of the hospital’s standard charges for items and services and the health plans the hospital participates with.
- You have a right to challenge an unexpected bill through the Independent Dispute Resolution process.
- Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and if you request it, a written response. If you are not satisfied with the hospital’s response, you can complain to the New York State Health Department. The hospital must provide you with the Health Department telephone number.
- Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
- Make known your wishes in regard to anatomical gifts. You may document your wishes in your health care proxy or on a donor card, available from the hospital.
All patients have the right to access respectful and inclusive care that recognizes and affirms their culture, identity, and gender expression. Patients should always feel comfortable escalating issues to any staff member, such as a Patient Representative. If patients have any questions regarding their rights, they may contact a Patient Representative at (888)-510- 6664 or (212) 639-7202. Patients who are not satisfied with the hospital’s response to their complaint may contact:
New York State Department of Health Centralized Hospital Intake Program Mailstop: CA/DCS
Empire State Plaza
Albany, NY 12237
Tel: (800) 804-5447
Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois
60181
Tel: (800) 994-6610, Fax: (630) 792-5636
E-mail: [email protected]
Livanta LLC
BFCC-QIO Area 5
9090 Junction Drive Suite 10
Annapolis Junction, MD 20701
Tel: 1-877-588-1123 | TTY: 1-855-887-6668
Your Responsibilities as a Patient
At Memorial Hospital, we believe that mutual trust, respect, and cooperation are basic to the delivery of safe, high-quality healthcare. When you are a patient at Memorial Hospital, it is your responsibility to:
- Be respectful of staff. We do not allow abusive, threatening, or any other inappropriate language or behavior based on staff characteristics such as race or gender identity.
- Give us accurate and complete information about your current health, medications, past illnesses and hospitalizations, and anything else that has to do with your health.
- Ask your healthcare provider for help or clarification if you do not understand something that has to do with your care at Memorial Hospital or what we expect you to do.
- Follow the care and treatment plan developed with your healthcare team. If you are worried about whether you can follow your treatment plan, talk with your healthcare provider.
- Tell your healthcare provider if there is a change in your condition or if problems come up during your treatment.
- Tell us your name and date of birth when we ask, and answer our questions about your health, even if you have told us before. Tell us if you are worried about your safety.
- Tell your healthcare provider if you need help managing your pain.
- Give us accurate information about your health insurance and other sources of payment of your hospital bill. You are responsible for making sure your hospital bills are paid on time. Tell us right away if you are having problems with money that make it hard for you to pay your bill so we can try to help you.
- Be considerate of other patients. We need the help of you and your visitors to keep a quiet environment. Use property that belongs to Memorial Hospital properly.
- Follow our no-smoking policy.
- Follow our visiting hours and tell your visitors that they must visit only during those hours.
- Be understanding if we have to move you to a different bed within the hospital.
- Honor our check-out time on the day you are discharged (leave the hospital).
- Follow our photography and film policy that prohibits the use of cameras without receiving prior consent.
New Jersey
The policies and procedures that guide MSK’s interaction with and care of patients demonstrate its recognition and support of patients’ rights. In the State of New Jersey, each patient receiving services in an ambulatory care facility shall have the following rights:
Medical Care
- Receive an understandable explanation from your physician of your complete medical condition including recommended treatment, expected results, risks and reasonable alternatives. If your physician believes that some of this information would be detrimental to your health or beyond your ability to understand, the explanation must be given to your next of kin or guardian.
- Give informed written consent prior to the start of specified, nonemergency medical procedures or treatments only after your physician has explained—in terms you can understand—specific details about the recommended procedure or treatment, the risks, time to recover and reasonable medical alternatives.
- Be informed of the facility’s written policies and procedures regarding life-saving methods and the use or withdrawal of life-support.
- Participate in the planning of your care and treatment. Refuse medication and treatment to the extent permitted by law and to be informed of the medical consequences of refusal.
- Be included in experimental research only when you have given informed consent to participate.
- Receive appropriate assessment and treatment for pain.
Transfers
- Be transferred to another facility if the current facility is unable to provide the level of appropriate medical care or if the transfer is requested by you or your next of kin or guardian.
- Receive from a physician in advance an explanation of the reasons for transfer including alternatives, verification of acceptance from the receiving facility, and assurance that the move will not worsen your medical condition.
Communication and Information
- Be treated with courtesy, consideration and respect for your dignity and individuality.
- Know the names and functions of all physicians and other health care professionals directly caring for you.
- Expeditiously receive the services of a translator or interpreter, if needed, to communicate with the hospital staff.
- Be informed of the names, titles, and duties of other health care professionals and educational institutions that participate in your treatment. You have the right to refuse to allow their participation.
- Be advised in writing of the facility’s rules regarding the conduct of patients and visitors.
- Receive a summary of your rights as a patient, including the name(s) and phone number(s) of the staff to whom to direct questions or complaints about possible violations of your rights. If at least 10% of MSK’s service area speaks your native language, you can receive a copy of the summary in your native language.
Medical Records
- Have prompt access to your medical records. If your physician feels that this access is detrimental to your health, your next of kin or guardian has a right to see your records.
- Obtain a copy of your medical records for a reasonable fee within 30 days after submitting a written request to the Health Information Management department.
Cost of Care
- Receive a copy of the charges, an itemized bill, if requested, and an explanation. Be informed of fees and related charges, including payment, fee, deposit, and refund policy of the facility and any changes for services not covered by sources of third-party payment or not covered by the facility’s basic rate.
- Appeal any charges and receive an explanation of the appeals process.
- Obtain help in securing public assistance and private health care benefits to which you may be entitled.
Discharge Planning
- Be informed about any need for follow-up care and receive assistance in obtaining this care required after your discharge from the facility.
- Receive sufficient time before discharge to arrange for follow-up care after facility care or treatment.
- Be informed about the discharge appeal process.
Privacy and Confidentiality
- Be provided with physical privacy during medical treatment and personal hygiene functions unless you need assistance.
- Be assured confidentiality about your patient stay. Your medical and financial records shall not be released to anyone outside the facility without your approval, unless you are transferred to another facility that requires the information, or release of the information is required and permitted by law.
- Have access to individual storage space for your private use and to safeguard your property if unable to assume that responsibility.
Freedom from Abuse and Restraints
- Be free from physical and mental abuse.
- Be free from restraints unless authorized by a physician for a limited period of time to protect your safety or the safety of others.
Civil Rights
- Receive treatment and medical services without discrimination based on age, citizenship status, color, disability or handicap, race, religion, sex, gender identity or expression, sexual orientation, marital status, national origin, nationality, veteran status or ability to pay/source of payment for care, or deprived of any constitutional, civil, and/or legal rights solely because of receiving services from the facility.
- Exercise your constitutional, civil and legal rights. No religious beliefs or practices, or any attendance at religious services, shall be imposed upon any patient.
Questions, Complaints and Appeals
- Ask questions or file grievances about patient rights with a designated staff member and receive a response within a reasonable period.
- Be provided, by the facility, with contact information for the New Jersey Department of Health and Senior Services unit that handles questions and complaints.
All patients have the right to access respectful and inclusive care that recognizes and affirms their culture, identity, and gender expression. Patients should always feel comfortable escalating issues to any staff member, such as a Patient Representative. If patients have any questions regarding their rights, they may contact a Patient Representative 888-510-6664 or (212) 639-7202. Patients who are not satisfied with the ambulatory care facility’s response to their complaint may contact:
New Jersey State Department of Health
Division of Health Facilities Evaluation and Licensing
PO Box 367
Trenton, New Jersey 08625-0367
Tel: 1-800- 792-9770
New Jersey Office of Ombudsman
P.O. Box 852
Trenton, New Jersey 08625-0852
Tel: 1-877-582-6995
E-mail: [email protected]
Medicaid Patients:
New Jersey Medicaid Hotline: 1-800-356-1561
Medicare Patients:
Livanta LLC
Medicare Beneficiary and Family Centered Care Quality Improvement Organization Tel: 1-866-815-5440 | TTY: 1-866-868-2289
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181
Tel: (800) 994-6610
E-mail: [email protected]
Your Responsibilities as a Patient
At MSK, we believe that mutual trust, respect, and cooperation are basic to the delivery of safe, high-quality healthcare. When you are a patient at MSK, it is your responsibility to:
- Be respectful of staff. We do not allow abusive, threatening, or any other inappropriate language or behavior based on staff characteristics such as race or gender identity.
- Give us accurate and complete information about your current health, medications, past illnesses and hospitalizations, and anything else that has to do with your health.
- Ask your healthcare provider for help or clarification if you do not understand something that has to do with your care at MSK or what we expect you to do.
- Follow the care and treatment plan developed with your healthcare team. If you are worried about whether you can follow your treatment plan, talk with your healthcare provider.
- Tell your healthcare provider if there is a change in your condition or if problems come up during your treatment.
- Tell us your name and date of birth when we ask, and answer our questions about your health, even if you have told us before. Tell us if you are worried about your safety.
- Tell your healthcare provider if you need help managing your pain.
- Give us accurate information about your health insurance and other sources of payment of your bill. You are responsible for making sure your healthcare bills are paid on time. Tell us right away if you are having problems with money that make it hard for you to pay your bill so we can try to help you.
- Be considerate of other patients. We need the help of you and your visitors to keep a quiet environment. Use property that belongs to MSK properly.
- Follow our no-smoking policy.
- Follow our photography and film policy that prohibits the use of cameras without receiving prior consent.
