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Patient Rights & Responsibilities

When you are a patient, student or client of Brook Lane you have a right to:

  • Receive considerate, respectful, and compassionate care;
  • Be treated in a safe environment free from all forms of abuse and neglect, including verbal, mental, physical and sexual abuse;
  • Have a medical screening exam and be provided stabilizing treatment for emergency medical conditions;
  • Be free from restraints and seclusion unless needed for safety;
  • Be told the names and jobs of the health care team members involved in the patient’s care if staff safety is not a concern;
  • Have respect shown for the patient’s personal values, beliefs and wishes;
  • Be treated without discrimination based on race, color, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, physical or mental disability, religion, language, or ability to pay;
  • Be provided a list of protective and advocacy services when needed;
  • Receive information about the patient’s hospital and physician charges and ask for an estimate of hospital charges before care is provided and as long as patient care is not impeded;
  • Receive information in a manner that is understandable by the patient, which may include:  sign and foreign language interpreters; alternative formats, including large print; braille; audio recordings, and computer files; and vision, speech, hearing and other temporary aids as needed without charge;
  • Receive information from the patient’s doctor or other health care practitioners about the patient’s diagnosis, prognosis, test results, outcomes of care, and unanticipated outcomes of care.
  • Access the patient’s medical records in accordance with HIPAA Notice of Privacy Practices;
  • Be involved in the patient’s plan of care;
  • Be screened, assessed and treated for pain;
  • Refuse treatment;
  • In accordance with hospital visitation policies, have an individual of the patient’s choice remain with the patient for emotional support during the patient’s hospital stay, choose the individuals who may visit the patient and change the patient’s mind about the individuals who may visit;
  • Appoint an individual of the patient’s choice to make health care decisions for the patient, if the patient is unable to do so;
  • Make or change an advance directive;
  • Give informed consent before any nonemergency care is provided, including the benefits and risks of the care, alternatives to the care, and the benefits and risks of the alternatives to the care;
  • Agree or refuse to take part in medical research studies, without the agreement or refusal affecting the patient’s care;
  • Allow or refuse to allow pictures of the patient for purposes other than the patient’s care;
  • Expect privacy and confidentiality in care discussions and treatments;
  • Be provided a copy of the Health Insurance Portability and Accountability Act Notice of Privacy Practices; and file a complaint about care and have the complaint reviewed without the complaint affecting the patient’s care.

Your responsibilities as a patient are:

  • To treat your doctors, health care providers, other patients and visitors with dignity and respect;
  • To participate in treatment recommendations and understand possible outcomes for not following recommendations;
  • To ask questions when prescribed treatment is unclear;
  • To follow facility guidelines for safety and voice any concerns for your safety or care.

If you need additional information about your rights or want to file a complaint, you may contact our patient advocate at 301-733-0331 x1174. 

The patient advocate can improve your experience by:

  • Advocating for patients’ rights;
  • Serving as a point of contact for Brook Lane complaints;
  • Providing feedback from the patients to Brook Lane;
  • Serving as a resource for ethical issues and advance directives;
  • Acting as a liaison with the Ethics Committee.

In addition to filing a complaint with our patient advocate, you also have the right to file a complaint with the following:

The Office of Health Care Quality
7120 Samuel Morse Drive, Second Floor
Columbia, MD 21046
410-402-8016 or 877-402-8218

and 

The Joint Commission
complaint@jointcommission.org

Patient Complaint Process

This procedure is instituted as part of the Patient Rights, Performance Improvement, and Risk Management approach to improving patient care by providing the patient, guardian or family members with appropriate channels for communicating about Brook Lane’s services and by providing feedback to those involved. Any complaint by a patient, family member or guardian can be filed without fear of retaliation or interference in the patient's care. A complaint may be filed any time, but must be filed within three (3) years after the incident occurred. No information regarding a patient complaint will be discussed with anyone other than the patient or staff without written authorization from the patient or his/her designee.

Inpatient Services

All complaints regarding inpatient services should be presented to the Director of Inpatient Services. The Director of Inpatient Services will work on behalf of the patient to resolve complaints at the lowest administrative level possible.

Outpatient Services

All complaints regarding outpatient services should be addressed to the patient's therapist. The therapist will work on behalf of the patient to resolve complaints at the lowest administrative level possible.

Partial Hospitalization

All complaints regarding partial hospitalization services should be addressed with the Director of Partial Hospitalization Programs. The Director will work on behalf of the patient to resolve complaints at the lowest administrative level possible.

Such action will assure a more prompt and personal approach to the complainant's concern. Deliberate action toward problem resolution is essential and time of resolution is critical. Problem resolution activity will begin immediately upon hearing the patient and/or family member complaint. If the complainant is unhappy with the resolution at the level noted above, the complainant should direct his or her query to the Patient Advocate, 301-733-0331 x1174, or the Privacy Officer, 301-733-0331 x1227. The complaint should be presented in person, by telephone or in writing.

The Patient Advocate will investigate the complaint and document the results of the investigation within 10 working days of receiving the complaint. This may include meeting with the patient, staff and any others involved in the complaint. A follow-up report will be given to the complainant either by phone, letter, or in person.

If the complaint is still not resolved to the patient's satisfaction, complainant will be advised that he/she may request that the complaint be reviewed by the Ethics Committee. When the Chair of the Ethics Committee receives the request, a meeting will be scheduled to review the complaint within 10 working days of receiving the request. If necessary, the patient or representative may be asked to attend the review in person. A final report by the Ethics Committee including recommended action and results will be sent to the CEO with copies to the Medical Director, the Risk Manager and the patient.

The complainant may also request the address and phone number for the Department of Health and Human Services to file a complaint regarding violation of patient rights.