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Patient Rights & Responsibilities

Patients, students and clients of Brook Lane have the right to:

  • Be treated in a safe environment with dignity and respect regardless of age, race, ethnicity, culture, national origin, preferred language, gender, gender identity or expression, religion, spiritual orientation, marital status, sexual orientation, veteran’s status, physical or mental disability or ability to pay
  • Receive care that respects your cultural and spiritual needs
  • Have preferred language services arranged at no cost to you
  • If an inpatient, have a medical screening exam and be provided treatment for emergency medical conditions
  • Be free from restraints and seclusion unless needed for safety
  • Have respect shown for your personal values, beliefs and wishes
  • Expect privacy and confidentiality in care discussions and treatments
  • Participate in treatment planning which includes knowing the names of providers involved in your care, receiving information about your diagnosis, prognosis and medication, and understanding the risks, benefits, and alternatives of recommended treatments
  • Appropriate assessment and management of pain
  • Participate in your discharge planning
  • Protection of your privacy and confidentiality of your communication and medical records
  • Receive assistance from a mental health advocate of your choice
  • Obtain information about your bill or payment before care is provided
  • File a complaint or grievance
  • Receive assistance from Brook Lane’s Patient Advocate in resolving complaints or grievances.

Brook Lane staff members strive to provide the best possible quality of care within a safe environment for all patients. We take patient satisfaction seriously, and should you need additional information about your rights or if you have a comment, question, or concern, we want to hear about it and work to resolve it. Please start by contacting our Patient Advocate at 301-733-0331 x1174 or 800-342-2992.

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.

Should the matter still not be resolved to your satisfaction, you also have the right to file a complaint with:

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

You may also contact The Joint Commission, a nonprofit organization that reviews more than 15,000 healthcare organizations on a regular basis for accreditation. You may reach The Joint Commission at 800-994-6610, complaint@jointcommission.org or www.jointcommission.org.

Additionally, you may contact the Maryland Department of Health and Mental Hygiene at 877-463-3464.

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 ten (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.