What are your rights?

You have the following rights. If someone is helping you make healthcare decisions, he or she may exercise these rights for you.

Quality of care – You have the right to: 

• Quality care by skilled healthcare team and staff. 
• Be treated for your pain. 
• Treatment that is as comfortable as possible. 
• Emergency procedures without unnecessary delays. 
• Help decide the details of your plan of care. 
• Ask for a second opinion, at your expense.

Safety – You have the right to: 

• Safe care. 
• Know when something goes wrong with your care. 
• Have a family member or friend, as well as your doctor, notified promptly of your admission to the hospital. 
• Be free from all forms of abuse and neglect. 
• Be free from the use of restraints unless needed for safety.

Voice and choice –You have the right to: 

• Get information in a manner you understand. 
• Make informed decisions about your care. 
• Refuse care. 
• Make advance directives and have your medical wishes followed. 
• Contact a person or agency to protect your rights. 
• Have a support person with you for emotional support. 
• Agree or refuse to allow pictures for purposes other than your care. 
• Religious and other spiritual services that you choose. 
• Complain without fear and have your complaints reviewed. 
• Privacy and access to medical information as described in Highland Avenue Primary Care Clinic's Notice of Privacy Practices.

Affordability – You have the right to: 

• A detailed bill and an explanation of that bill. 
• Information about resources to help pay for your healthcare. 

Authentic personalized relationships – You have the right to: 

• Know the names and jobs of the people who care for you. 
• Be treated with respect and dignity. 
• Treatment without discrimination. 
• Respect for your culture, values, beliefs and preferences. 
• Visitors of your choice. We will inform you of any restrictions. 
• Personal privacy.

Easy for me – You have the right to: 

• Sleep in the hospital without being awakened unless necessary. 
• Know about rules that apply to your actions. 
• Help in discharge planning from the hospital.

What is your role in your healthcare? 

• Be an active partner in your healthcare. 
• Ask questions. 
• Keep appointments. 
• Be respectful to other people and their property. 
• Follow the facility’s rules. 
• Follow your care instructions. 
• Share as much health information with us as possible. 
• Tell us about changes in your condition. 
• Tell us when you are in pain. 
• Give us a copy of your advance directive(s). 
• Leave your valuables at home. 
• Pay for your care.

Grievance assistance

For comments, complaints, grievances, or to report safety concerns, you may contact this Highland Avenue Primary Care Clinic or call, toll-free 1-888-648-7999. After normal business hours, please leave a message and someone will return your call the next business day. 

You also may lodge a grievance directly with the following: 

North Carolina Division of Health Service Regulation
Attention: Rita Horton
9960 Mayland Drive, Suite 401
2711 Mail Service Center, Raleigh, NC 27699-2711 

800-624-3004 (toll free for North Carolina residents)
919-855-4500 (local and outside North Carolina)