Patient Rights and Responsibilities

Patient Rights 

At Harvard University Health Services (HUHS), every patient is valued as an individual and partner in health care. These rights support your dignity, autonomy, and well-being, and apply to all patients, including minors and adult patients, as well as parents, guardians, or other legally authorized representatives when appropriate. 

1. Respect, Dignity, and Non-Discrimination 

• You will be treated with courtesy, respect, and compassion at all times. 
• You have the right to receive care without discrimination based on race, color, religion, sex (including gender identity or expression), age, national origin, ancestry, sexual orientation, genetic information, disability, marital or veteran status, financial status, citizenship or immigration status, or any other protected characteristic. 
• If you feel you have experienced discrimination, you may contact the HUHS Patient Advocate for assistance. 

2. Safe, Supportive, and Accessible Care 

• You have the right to a safe, secure, clean, and accessible environment. 
• Your safety and comfort will be prioritized, including timely access to medically necessary care and measures to prevent pain and discomfort. 
• You may request reasonable accommodations to support your needs during your care. 
• You have the right to have your pain evaluated and managed appropriately as part of your care. 

3.  Access to Emergency Treatment 

• You have the right to receive clear, complete information about your medical condition and recommended treatments, so you can make informed choices about your care. 
• In most situations, you (or your legal representative) will be asked for your consent before any treatment begins. 
• During emergencies or special circumstances, your participation in treatment decisions may be limited so you can receive prompt care. 
• You have the right to choose which health services you wish to receive, as long as those services are available at HUHS. 
• Patients assigned female at birth and of childbearing age who are survivors of rape have the right to receive factually accurate information concerning emergency contraception, to be quickly offered emergency contraception, and to receive it upon request. 

4. Access to Information, Customer Services and Resources, and Communication 

• You have the right to receive clear, complete, and understandable information about your health, diagnoses, treatments, test results, and prognosis. 
• Interpreter services are available at no cost if you need help communicating or understanding your care. 
• You may ask questions at any time and have risks, benefits, and alternatives of recommended treatments fully explained to you. 
• If you are diagnosed with breast cancer, you have the right to receive complete information about all medically appropriate alternative treatment options. 
• You have the right to know about—and access—HUHS resources that can support your experience, including Member Services representatives who can help with health insurance, grievances and appeals, and resolving problems. 
• Upon request, you can receive information about your itemized bills, explanations of charges, payment policies, financial assistance, free care programs, and any policies or rules that apply to your conduct as a patient. 
• You may discuss any questions or concerns with your care team, Patient Advocate, or Member Services representative without fear that your care will be affected. 

5. Participation in Care and Decision-Making 

• You may participate actively in all decisions about your health and treatment. 
• You can choose to accept or decline any recommended treatment as allowed by law, after being informed of possible benefits and risks. 
• You have the right to involve your family members, friends, or other designated people in discussions and decisions about your care, if you wish. 

6. Privacy and Confidentiality 

• Your privacy will be respected during examinations, discussions, and treatments to the greatest extent possible. 
• Your personal health information and medical records will be kept confidential in accordance with the law. You may request a written copy of HUHS’s privacy policy at any time. 
• You may choose who is allowed to receive information about your health care. 

7. Access to Medical Records 

• You have the right to view and request copies of your medical records unless restricted by law. 
• You have the right to request that your records be corrected if you believe they contain errors. 
• Upon request, your records can be explained to you. 
• More information about your right to privacy can be found in the HUHS Notice of Privacy Practices. 
• Students should note that there may be special student privacy rights that apply to them that are described in their School’s student handbook. 

8. Choice of Health Care Providers and Relationships 

• You have the right to know the names and professional roles of all individuals involved in your care. 
• You may choose your health care providers from available and qualified staff and may change providers as appropriate. 
• You may decline to participate in care provided by students or staff in training without affecting your access to services. 
• Upon your request, HUHS will provide you with an explanation of its relationship and/or your physician’s relationship to another healthcare facility (or HUHS, as applicable) or educational institution as it relates to your care or treatment.  

9. Visitors and Emotional Support Persons 

• You may choose who visits you or who is present for emotional support during your care, unless visitor restrictions are necessary for health, safety, or privacy reasons. 
• Your support persons will be treated with respect and included in care discussions with your permission. 

10. Advance Directives and Future Care 

• You may communicate your wishes regarding health care decisions in advance, including through health care proxy forms, a living will, or other advance directives. 
• Advance directives will be honored to the extent permitted by law. 

11. Participation in Research 

• You may choose whether or not to participate in research studies or clinical trials. Refusal to participate will not affect the care you receive. 
• If you agree to participate, you will be given clear explanations about the research and asked to give your informed consent. 

12. Special Services and Notifications 

• If you are admitted to or transferred from HUHS or another facility, you may ask us to notify a family member, personal representative, or your primary care provider. 

13. Feedback, Concerns, and Grievances  

• You have the right to voice any concerns or complaints about your care without fear of negative consequences. 
• Your feedback will be taken seriously and addressed promptly. You may contact the HUHS Patient Advocate for assistance. 
• You may also report safety or quality concerns to state and national organizations, such as the Massachusetts Division of Healthcare Quality, the Accreditation Association for Ambulatory Healthcare, or the Office of Civil Rights. 

If you have questions about any of your rights or how to exercise them, please speak with your care team or contact the HUHS Patient Advocate at patadvoc@huhs.harvard.edu. 

Your Responsibilities as a Patient of Harvard University Health Services Include:  

• 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 healthcare. We want to be partners with you in assuring your health and wellbeing 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 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.  

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