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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)