Patient Rights and Privacy

• To feel safe while in the hospital.
• To be called by the name and pronouns you choose.
• To have your cultural background, spiritual and personal values, beliefs and preferences respected.
• To NOT be treated differently because of your age, race, ethnicity, religion, culture, language, physical or mental disability, financial status, sexual orientation, gender identity or expression.

The person of your choice can be with you during your hospital stay as long as this does not interfere with the rights and safety of others or your agreed-upon plan of care.

You have the right to ask questions as well as for help, and to get clear and timely responses. We want you to ask questions and understand your care.

• You may ask to talk with different doctors about procedures, tests, and the results, as well as the medical outlook for your future.
• You may say "no" to any care, tests or treatments, to the extent allowed by law.
• You have the right to have things explained in your preferred language.
• You have the right to get information in a manner you can understand and to have the person of your choice involved in making decisions.
• You have the right to be part of making end-of-life decisions. We suggest that you complete Advance Directives to let us know how you want to be treated if you are not able to speak for yourself. You can choose a person to decide and speak for you.

• We will plan with you how to manage pain and help you understand it.
• We will check with you about how you are feeling and change the plan as needed to keep you as pain-free as possible.

A doctor may, in writing, set a specific and limited time frame for restraint to protect the patient or others from injury.

You may expect to talk with all members of your healthcare team with as much privacy as the situation allows. Anything you tell them will be shared ONLY with others who need to know to do their jobs.

• Your medical records are private.
• You may look at your records and get a copy or summary within 30 days of your request. If we cannot meet this deadline, we will give you as much as possible and tell you when all your records will be ready. This will be within 60 days of your request. We may charge you a reasonable, cost-based fee for copies of your records.
• We must report certain conditions even without your permission. These include: work-related contact with poisons or other harmful materials, child abuse and elder abuse.
• In some cases involving concern about your care, we may share information in medical records with our lawyers and agents.
• To have us send your records to another healthcare facility or provider please call the medical records office at one of our locations below:
  Dartmouth Hitchcock Medical Center
  603-650-7110
  Dartmouth Hitchcock Clinics Concord
  603-229-5145
  Dartmouth Hitchcock Clinics Manchester
  603-695-2820
  Dartmouth Hitchcock Clinics Nashua
  603-577-4037

This is called our Notice of Privacy Practices. It contains patient rights and our legal duties regarding your health information. You may ask any staff member for a copy of this Notice.

• Your care will not be affected in any way.
• We will listen and try to help solve your concern right away. If we cannot, we will try to do so within 7 days. You will be given:
  • A contact person.
  • Information on what to expect from us (including whom we will talk to on your behalf)
  • When you will hear back from us.
  • What we have learned.
• Please refer to the NH Patients' Bill of Rights that can be found on our website.
• If we cannot meet your needs, you can contact:
  • New Hampshire Department of Health and Human Services – Health Facilities Administration at 603-271-9499 (or, 1-800-852-3345) X 9499
  • Joint Commission at 1-800-994-6610
  • For issues with doctors: New Hampshire Board of Medicine at 603-271-1203 or 1-800-780-4757

• This discussion should take place before you agree to take part in the study.
• If you are under age 18, your parent or guardian must give permission before any tests or treatments can be given as part of the research study.
• You have the right to refuse to join a research study. If you refuse, it will not affect getting treatment here in the future

These instructions will describe how you and your caregivers can help you recover and offer an ongoing healthcare plan for home.

• You may not leave if you have certain infectious diseases that could affect the health of others, OR if you are not able to provide for your own health and safety OR other people’s safety is at risk as defined by law.
• You must sign a form saying the Medical Center is not responsible for any harm that comes to you as a result of leaving the facility.

You have the right to look at your bills and have them explained. You can get this information from Patient Financial Services at 1-844-808-0730. This number is for Conifer Health Solutions, who will assist you on our behalf, Monday through Friday, 8 am to 5 pm.

• Share with your doctor or nurse if you think you are at risk, if your health has changed and the medicines you are taking.
• Tell us about anything at home or work that may affect your ability to care for yourself, so we can direct you to resources that may help.
• Tell us if you feel you cannot follow a plan of care or tell us when things do not seem to be going well so that, together, we can develop the right plan for you.
• Fill out and tell us about your Advanced Directives (Living Will and/or Durable Power of Attorney for Healthcare) so we know who will speak for you if you are unable to speak for yourself.

This includes making sure you understand the possible risks, benefits and side effects of your treatment.

If you have a concern about the plan, it is up to you to talk about it with your doctors and nurses.

Your treatment plan may recommend that you take action about exercise, not smoking and eating a healthy diet.

• We provide care for emergency medical conditions and medically necessary services despite inability to pay or eligibility for financial or government assistance.
• We provide financial assistance to persons who have healthcare needs and are uninsured, underinsured, or ineligible for a government program or are otherwise unable to pay, for medically necessary care or emergency medical conditions based on the individual financial situation.
• We will make reasonable efforts to determine whether a patient is eligible for financial assistance before starting collection actions.
• For more information, please call 1-844-808-0730 or see our Financial Assistance Policy brochure.

• We are a totally smoke-free and tobacco-free campus.
• Smoking is not allowed inside or outside the buildings on the Dartmouth Hitchcock Medical Center campus or any of the Dartmouth Hitchcock Clinics locations (this includes adjoining sidewalks, parking lots, and driveways).
• People can only smoke inside their car if parked on campus, except in the parking garage.
• Alcoholic beverages and illicit drugs are not allowed to be brought to or consumed on our property by patients, families, or visitors.
• We do not permit patients or visitors to carry or possess weapons. Weapons include firearms, knives, and mace (pepper spray). Please leave all of your weapons at home. Thank you.
• This policy applies to everyone.

• Speak to caregivers with respect. If you are angry or upset about your care, you can get help from a staff member or Patient Relations.
• Everyone expects all our spaces to feel safe, caring, and inclusive.
• Words or actions that are not respectful, or are hostile, harassing or discriminatory are not welcome. Do NOT use or make:
  • Offensive comments about others’ race, accent, religion, gender, sexual orientation, or other personal traits and do NOT refuse to see a clinician or other staff member based on these personal traits.
  • Physical or verbal threats or assaults.
  • Sexual or vulgar words or actions.
• Do NOT disrupt another patient’s care or experience.
• Words or actions noted above may lead to patients being asked to go elsewhere for future non-emergency care. We will carefully consider all points of view before we make any decision.
• If you see any of these behaviors or have them happen to you, please report it to a member of your care team.