Patient Rights and Responsibilities

Participating in Your Health Care

This includes the right to receive the current and complete information you need in order to accept or refuse a recommended treatment. Emergencies or other circumstances may occasionally limit your participation in a treatment decision. However, in general, you will not receive any medical treatment before you or your legal representative gives informed consent. You have the right to choose the health services you wish to receive as long as Harvard University Health Services is able to accommodate your choice. Female rape victims of childbearing age have the right to be promptly offered emergency contraception and to be provided with emergency contraception upon request. All patients have the right to be informed about and refuse to participate in research proposed by their healthcare provider and to refuse any care or examination when the primary purpose is educational or informational rather than therapeutic.

Expressing Your Wishes Concerning Future Care

You have the right to choose a person to make medical decisions for you if you are unable to do so and to express your choices about your future care. These choices may be expressed in advance directive documents such as a power of attorney for healthcare decisions, a healthcare proxy, or a living will. You should inform your family and your provider of your wishes and give them any documents that describe your wishes concerning future care.

Receiving the Medical Information You Need to Participate in Your Health Care

For all patients, this information includes the diagnosis and prognosis of a health concern, problem, or issue, evaluation, the recommended treatment, alternative treatments, and the risks and benefits of the recommended treatment. Treatment information includes, but is not limited to, medically and factually accurate written information about emergency contraception for rape victims of childbearing age and complete information on all alternative treatments, which are medically viable, for patients suffering from breast cancer. For all patients, we will try to make medical information as understandable as possible. You are entitled to interpreter services if necessary. You also have the right to review and receive copies of your medical records unless the law restricts our ability to make them available. You have the right to have ethical issues that arise in connection with your healthcare considered. You have the right to request and receive consultation on your medical condition at Harvard University Health Services.

Receiving Information About the People Who Provide Your Health Care

You are entitled to know the name and professional status of the individuals who provide service or treatment to you. You have the right to refuse to be examined, observed, or treated by students or any other staff without jeopardizing access to care. Upon your request, Harvard University Health Services will provide you with an explanation of its relationship and/or your physician’s relationship to another healthcare facility (or Harvard University Health Services, as applicable) or educational institution as it relates to your care or treatment.

Receiving Considerate, Respectful Care

We respect your personal preferences and values. All reasonable requests will be responded to promptly and adequately within the capacity of our facilities.

Being Assured Impartial Access to Treatment

You have the right to all medically indicated treatment, including prompt life-saving treatment, regardless of your race, religion, sex, sexual orientation, national origin, cultural background, disability, or financial status. In the event we cannot provide necessary life-saving treatment to you, you have the right to prompt and safe transfer to a facility that agrees to treat you.

Maintaining Privacy

You have the right to be treated with respect and recognition of your dignity and need for privacy. We will respect your right to the confidentiality of records and communications relating to your care and your right to privacy during medical treatment and care. Harvard University Health Services will not release your medical information without your authorization except as required or permitted by law or as required in the administration of our agreement with you. Please contact the Harvard University Health Services Medical Records Department if you would like to request the release of your information. For additional information about your right to privacy, please see our pamphlet entitled Harvard University Health Services Notice of Privacy Practices. Harvard College and Harvard Summer School students, in particular, should note that there are special student privacy rights that apply to them and are described in their Schools’ student handbooks.

Having a Safe, Secure, Clean, and Accessible Environment

Harvard University Health Services is a smoke-free facility.

Participating in Your Health Care Provider Selection

You have the right to select and change health care providers within Harvard University Health Services who are qualified and available to provide services to you.

Knowing and Using Customer Service Resources

You have the right to know about resources such as Member Service representatives for health insurance questions, and grievances and appeal resources that can help you answer questions and resolve problems. Upon request, you are entitled to receive this information from a designated Harvard University Health Services representative, as well as any information that Harvard University Health Services has available relative to itemized bills for services provided to you (including an explanation of such bills and a copy sent to your physician), payment policies, financial assistance, free healthcare, and any rules or regulations which apply to your conduct as a patient. You have the right to discuss your concerns with your physician, nurse, or the Patient Advocate without concern that your care will be affected.

How to Contact the Patient Advocate

We welcome your suggestions and questions about services, the healthcare professionals providing care, and Patient Rights and Responsibilities. You can send your comments via email to patadvoc@huhs.harvard.edu.

If you would like to report your concern to an outside agency, please see below:

Massachusetts Board of Registration in Medicine
Patient Care Assessment Unit 200
200 Harvard Mill Square, Suite 330
Wakefield, MA 01880
Phone: 781-876-8200 or 800-377-0550
Fax: 781-876-8383
https://www.mass.gov/orgs/board-of-registration-in-medicine

Complaint Unit, MA Department of Public Health
Division of Health Care Quality
67 Forest Street
Marlborough, MA 01752
Phone: 617-753-8150 or 800-462-5540
Fax: 617-753-8165
https://www.mass.gov/how-to/file-a-complaint-regarding-a-hospital

• Identify yourself and provide accurate and complete information about you, your current and past medical history, your medications, any supplements you take, any allergies or sensitivities, and any past hospitalizations or surgeries. You should report unexpected changes in your condition to your care provider.
• Participate in your health care. We want to be partners with you in assuring your health and well-being throughout your affiliation with Harvard University.
• Engage in the treatment plan outlined and agreed upon by you and your care providers. If you do not fully understand your treatment plan, ask questions. If you ultimately choose not to follow the plan, inform your care provider.
• Know that your overall health depends not just on the care you receive at HUHS but also on your personal decisions regarding sleep, nutrition, smoking, substance use, and other daily self-care choices.
• Keep your appointments. Please contact us in a timely manner should you need to reschedule or cancel your appointment.
• Know the extent and limitations of your health insurance benefits and the student health fee, as applicable.
• Fulfill any financial obligations to HUHS on time and as required.
• Refrain from taking videos or pictures of patients, guests, or staff members at HUHS, including during telehealth appointments and other electronic communications, without formal, written consent.
• Respect the property of HUHS and the property of others.

Harvard University Health Services is committed to creating and maintaining a safe, inclusive, respectful environment for our patients, guests, and staff. We are requesting a commitment from all of our patients, families, and guests to refrain from behaviors that are threatening, hostile, discriminatory, or derogatory to any individual receiving care at HUHS, providing care at HUHS, or visiting HUHS.

Examples of such behaviors are:

• Acts of violence, aggression, or hostility, including threats of harm.
• Possession and/or use of firearms or other dangerous weapons.
• Destruction of property.
• Yelling, name-calling, or the use of disrespectful language.
• Discriminatory, derogatory, hostile, or threatening comments or actions.
• Sexual or otherwise offensive comments or gestures.
• Refusing to be cared for by one of our staff on the basis of that staff member’s protected characteristics, such as age, race, color, national origin, sex (including gender identity and gender expression), genetic information, ancestry, religion, caste, creed, veteran status, disability, military service, sexual orientation or political beliefs.
• Oral or written words of intimidation.
• Interrupting or disrupting the care of another patient.

If you experience or witness any such behavior, please report this to a HUHS staff member.

People who are aggressive or behave in a violent way may be asked to leave the building immediately.

If a staff member reports that you have engaged in such behavior, we will contact you to further understand the situation from your perspective. We commit to having a respectful conversation with you while seeking to fully understand the circumstances. We do, however, reserve the right to take whatever steps we deem necessary to maintain a safe and inclusive environment at HUHS, which may include requiring that you obtain healthcare outside of HUHS. Your partnership is vital to maintaining safe spaces for all at HUHS.