Patient Rights and Responsibilities

Click here to voice your concerns here if you have a complaint or feel your rights have not been respected. 

Every patient of UMass Memorial Health Care (including UMass Memorial Medical Center, Clinton Hospital, HealthAlliance Hospital, Marlborough Hospital, Wing Memorial Hospital and Medical Centers) has the right:

  1. To freedom of selection of a physician except for emergency medical treatment, provided that the physician is able to accommodate the patient
  2. To receive, upon request, an itemized bill reflecting charges from the physician and/or the facility including laboratory charges, pharmaceutical charges, and third party credits and charges
  3. To obtain, upon request, the name and specialty of the physician or others responsible for your care or coordination of care
  4. To confidentiality of all records and communication as provided by law
  5. To have all reasonable requests responded to promptly and adequately within the capabilities of this facility
  6. Upon request, to obtain an explanation as to the relationship, if any, of UMass Memorial Health Care to any other health care facility or educational institution as it relates to your care or treatment
  7. Upon request, to receive any information which this facility has available relative to financial assistance and free care as well as any rules that apply to your conduct as a patient at UMass Memorial Health Care
  8. Upon request, to inspect your medical records and to receive a copy for a fee determined by the current rate of copying expenses
  9. To refuse to be examined, observed or treated by students or any other staff member without jeopardizing access to psychiatric, psychological, or other medical care and attention
  10. To refuse to serve as a research subject and to refuse any care or examination when the primary purpose is educational or informational rather than therapeutic
  11. To privacy during medical treatment or care within the capacity of UMass Memorial Health Care
  12. To lifesaving treatment in an emergency without discrimination because of source of payment or delay due to discussions of source of payment
  13. To informed consent to the extent provided by law, including the right to accept or refuse medical treatment, including foregoing or withdrawing life-sustaining treatment or withholding resuscitative services
  14. To appropriate assessment and management of pain
  15. If you are a female rape victim of childbearing age, to receive medically and factually accurate written information prepared by the Massachusetts commissioner of public health about emergency contraception, to be promptly offered emergency contraception and to be provided with emergency contraception, upon request
  16. If you have breast cancer, to complete information regarding alternative treatments which are medically viable; if you are having a breast implant, you have the right to know the disadvantages and risks associated with breast implantation, and your physician should discuss this with you at least 10 days before the planned surgery, except in an emergency
  17. To be free from seclusion, physical restraints and medications that are used as restraints when they are not medically necessary
  18. To have a family member or other representative and your own physician notified of your admission to the hospital
  19. To formulate advance directives and revise those directives at any time; in Massachusetts, the tool for implementing your advance directives is a Health Care Proxy
  20. To receive care in a safe setting free from all forms of abuse or harassment
  21. If you are a maternity patient, to receive statistical information regarding certain aspects of previous deliveries at UMass Memorial Health Care
  22. To interpreter services upon request
  23. To be informed about the outcomes of care and treatment that was provided, including unanticipated outcomes
  24. To receive information about your responsibilities while receiving care, treatment and services
Voice Your Concerns
You have the right to voice your concerns or complaints regarding the quality of care or services you have received. Voicing a concern or complaint will in no way compromise your access to care or treatment. If you have a concern or feel your rights have not been respected, contact patient representatives at the UMass Memorial hospital at which you received medical treatment:

UMass Memorial Medical Center
55 Lake Avenue North, Worcester, MA 01655
774-442-3701

Clinton Hospital
201 Highland Street, Clinton, MA 01510
978-368-3714

HealthAlliance Hospital - Leominster Campus
60 Hospital Road, Leominster, MA 01453
978-343-5504

Marlborough Hospital
157 Union Street, Marlborough, MA 01752
508-486-5809

Wing Memorial Hospital
40 Wright Street, Palmer, MA 01069
413-283-7651

You may also file a complaint with the following state or national agencies:

The Commonwealth of Massachusetts
Board of Registration in Medicine
560 Harrison Avenue, Boston, MA 02118
617-654-9800
Consumer Hotline: 800-377-0550

Department of Public Health
Division of Health Care Quality
Patient Advocacy and Complaint Unit
99 Chauncy Street, Boston, MA 02111
800-462-5540 or 617-753-8000
 
Joint Commission
One Renaissance Boulevard, Oakbrook Terrace, IL 60181
800-994-6610

For Clinton Hospital:
DNV Healthcare Inc.
Hospital Complaint
400 Techne Center Drive, Suite 350
Milford, OH 45150-3710
866-523-6842