We realize that being in the hospital can make people feel anxious and overwhelmed. If you have a question or concern that your doctor or another member of your care team has been unable to address, then the Patient Advocate is available to support you. The Patient Advocate acts as a liaison, or bridge, between and among patients, doctors, hospital staff, and departments to recognize and remove any obstacles to providing you with quality care. You can call the Patient Advocate for assistance with any of the following:
- Questions about patient rights and responsibilities
- Clarification of hospital policy or procedure
- Concerns regarding the direction or quality of patient care
- Help in voicing a concern or filing a formal grievance
- Assistance accessing needed services or resources
The Patient Advocate is available Monday – Friday from 8:30 a.m. – 4:30 p.m. by calling 410-362-3805, or dialing “0” and asking the operator to connect you. Calls are typically acknowledged within 24 hours if made during regular business hours. Weekend messages are acknowledged within 48-72 hours. For immediate access to an Advocate outside of normal business hours, please request the Nursing Supervisor on-call.
Voicing a Concern
You have the right to freely voice concerns about your care without fear of reprisal of any kind. You can voice a concern to any member of your care team, and expect that it will be promptly acknowledged and resolved. If your concern isn’t resolved, or you wish to submit a grievance, you can:
- Request to speak with the Patient Advocate, or contact the Patient Advocacy Office directly at 410-362-3805.
- Request a Patient Feedback Form to document your concern (submission instructions are included on the form).
You may also contact either of the following agencies to further voice your concern:
Office of Health Care Quality
Maryland Department of Health
Joint Commission Complaint Hotline
1-800-994-6610 | www.jointcommision.org/report_a_complaint.aspx
Patient Rights & Responsibilities
At Bon Secours Baltimore Hospital, we believe that quality care begins by recognizing the dignity inherent in each and every person. That shared sense of dignity confers responsibilities upon both of us. Our shared commitments to one another are outlined below.
Patient Rights:Our Commitment to You
While you are a patient at our facility, we promise to:
Provide care and treatment to you even if you are unable to pay for it.
Be considerate and respectful during every phase of your care.
Treat you with dignity, respecting your spiritual, cultural, and personal values and beliefs, and not discriminating on the basis of race, color, national origin, disability, age, religion, sex, gender identity or sexual orientation.
Protect your personal privacy and keep confidential any information related to your medical condition.
Never use restraints and seclusion in any form, as a means of coercion, discipline, convenience for staff, or retaliation.
Partner with you in making decisions about your health care and well-being.
Share the names of all members of your care team, so that you are informed about who is directing, coordinating, and carrying out your care plan.
Inform you about procedures and available treatment options, as well as your right to refuse them, as permitted by law.
Answer any questions about your condition or course of treatment, in terms that you can understand.
Believe and act upon your reports of pain, and provide education and resources related to pain management.
Inform you of available facilities to which you may be transferred, with your consent.
Inform you of the resources available for resolving disputes, grievances, or conflicts, and to respond to your concerns in a timely and courteous manner.
Provide a written, itemized bill identifying the hospital’s charges.
For a list of further rights to which Medicare Patients are entitled, please refer to our Patient & Visitor Services Guide.
Patient Responsibilities: Your Commitment to Us
As a patient at our facility, you promise to:
Provide accurate and complete information about your health history.
Ask questions and request clear explanations of your care, treatments, and service so that you can make informed decisions.
Refrain from abusive behavior or threats/attempts of verbal or physical violence.
Follow the care plans and treatments developed by your health care team.
Take responsibility for the outcomes if you choose not to follow the care plans and treatments proposed.
Speak up if you have concerns about your ability to follow the care plans and treatments proposed.
Provide your health care team with a copy of your advance directive, if you have one.
Comply with all hospital rules and regulations.
Meet your financial commitments to the hospital.
Inform us as soon as possible if you believe that your rights have been violated. Mon – Fri 8:30 a.m. – 4:30 p.m. call the Patient Advocate at 410-362-3805; after hours, dial “0” for the operator and ask to speak with the Nursing Supervisor on call.
Support in Making Difficult Treatment Decisions
The Clinical Ethics Committee is available to offer you and your family compassionate guidance and support in thinking through difficult decisions, differences of opinion, or other concerns regarding your care and treatment. Perhaps you’re no longer able to speak and your family is conflicted about how to make decisions for you in a way that would respect your wishes; or maybe you and your doctor have differing perspectives on an appropriate course of treatment. The Clinical Ethics Committee, made up of doctors, nurses, social workers, clergy, patient advocates, community members, and other health care providers, can help you consider your treatment options and arrive at an informed decision about your health care.
Anyone can request an ethics consultation – a patient, friend, staff person, or member of the care team. Requests can be made in a number of ways:
- Contact the Patient Advocate at 410-362-3805.
- Dial “0” and let the operator know that you’d like an Ethics Consult.
- Speak to any member of your care team.
- Email your request to firstname.lastname@example.org.
Protecting Your Privacy
We are committed to protecting your personal health information. Our privacy practices are outlined in the Bon Secours Baltimore Health System Notice of Privacy Practices which describes how medical information about you may be used and disclosed, and how to access this information. If you have a patient privacy concern, please call the Bon Secours Privacy Officer at 410-362-4455 Monday – Friday 8:30 a.m. – 4:30 p.m.
Please consult our Patient & Visitor Services Guide for further information on our many support services.