Patient Rights and Responsibilities

Patient Rights

Should patients have questions or need clarification about the Patient Rights, they may contact a Practice/Office Manager for the location where they received services or the Chief Operating Officer by calling (207) 874-2141. 

Every patient has a right to:  

1. Receive high quality care based on professional standards of practice, regardless of their (or their family’s) ability to pay for such services. 
2. Obtain services without discrimination based on race, color, sex, age, national origin, disability, or religion. 
3. Be treated with courtesy, consideration, and respect by all Greater Portland Health staff, at all times and under all circumstances, and in a manner that respects his or her dignity and privacy. 
4. Be informed of Greater Portland Health’s Privacy Policies and Procedures, as the policies relate to individually identifiable health information. 
5. Expect that Greater Portland Health will keep all medical records confidential and will release such information only with their written authorization, in response to court order or subpoenas, or as otherwise permitted or required by law. 
6. Access, review and/or copy their medical records, upon request, at a mutually designated time (or, as appropriate, have a legal custodian access, review and/or copy such records), and request amendment to such records. 
7. Know the name and qualifications of all individuals responsible for their health care and be informed of how to contact these individuals. 
8. Request a specific health care provider at Greater Portland Health. Greater Portland Health will use best efforts but must consider provider availability and thus cannot guarantee all requests. If a patient does not request a specific provider, s/he will be assigned a provider based on scheduling and availability. 
9. Request a different health care provider if they are dissatisfied with the person assigned to them by Greater Portland Health. Greater Portland Health will use best efforts, but cannot guarantee, that re-assignment requests will be accommodated. 
10. Receive a complete, accurate, easily understood, and culturally and linguistically competent explanation of (and as necessary, other information regarding) any diagnosis, treatment, prognosis, and/or planned course of treatment, alternatives (including no treatment), and associated risks/benefits. 
11. Receive information regarding the availability of support services, including translation, transportation, and education services. 
12. Receive sufficient information to participate fully in decisions related to their health care and to provide informed consent prior to any diagnostic or therapeutic procedure (except in emergencies). If a patient is unable to participate fully, they have the right to be represented by parents, guardians, family members or other designated surrogates. 
13. Ask questions (at any time before, during or after receiving services) regarding any diagnosis, treatment, prognosis and/or planned course of treatment, alternatives, and risks, and receive understandable and clear answers to such questions. 
14. Refuse any treatment (except as prohibited by law), be informed of the alternatives and/or consequences of refusing treatment, which may include Greater Portland Health having to inform the appropriate authorities of this decision, and express preferences regarding any future treatments. 
15. Obtain another medical opinion prior to any procedure. 
16. Be informed if any treatment is for purposes of research or is experimental in nature and be given the opportunity to provide their informed consent before such research or experiment will begin (unless such consent is otherwise waived). 
17. Develop advance directives and be assured that all health care providers will comply with those directives in accordance with law. 
18. Designate a surrogate to make health care decision if they are or become incapacitated. 
19. Ask for and receive information regarding their financial responsibility for the services. 
20. Receive an itemized copy of the bill for their services, an explanation of charges, and description of the services that will be charged to their insurance. 
21. Request any additional assistance necessary to understand and/or comply with Greater Portland Health’s administrative procedures and rules, access health care and related services, participate in treatments, or satisfy payment obligations by contacting the Practice Manager. 
22. File a grievance or complaint about Greater Portland Health or its staff without fear of discrimination or retaliation and have it resolved in a fair, efficient and timely manner. 
23. Receive care for pain management. Greater Portland Health will assess and regularly re-assess the issue of the patient’s pain and offer alternatives to opiates for pain management. The Health Center does not prescribe opiates for long-term use in the management of chronic pain. 

Patient Responsibilities

Should patients have questions or need clarification about the Patient Responsibilities, they may contact a Practice/Office Manager for the location where they received services or the Chief Operating Officer by calling (207) 874-2141. 

Every patient is responsible for:  

1. Providing accurate personal, financial, insurance, and medical information (including all current treatments and medications) prior to receiving services from Greater Portland Health and its health care providers and updating promptly when there are changes. 
2. Following all administrative, operational and behavior guidelines and procedures posted within Greater Portland Health facilities. 
3. Always behaving in a polite, courteous, considerate, and respectful manner to all Greater Portland Health staff and patients, including respecting the privacy and dignity of other patients. 
4. Supervising their children while in the Greater Portland Health facilities. 
5. Refraining from abusive, harmful, threatening, or rude conduct towards other patients and/or Greater Portland Health staff. 
6. Not carrying any type of weapons or explosives into the Greater Portland Health facilities. 
7. Keeping all scheduled appointments and arriving on time. 
8. Notifying Greater Portland Health, no later than 24 hours (or as soon as possible within 24 hours) prior to the time of an appointment that they cannot keep the appointment as scheduled. Failure to follow this policy may result in being placed on a waiting list for the next visit. 
9. Participating in and following the treatment plan recommended by their health care providers, to the extent that they are able, and working with providers to achieve desired health outcomes. 
10. Providing an explanation to their health care providers if refusing to (or unable to) participate in treatment, to the extent that they are able, and clearly communicating wants and needs. 
11. Asking questions if they do not understand the explanation of (or information regarding) their diagnosis, treatment, prognosis, and/or planned course of treatment, alternatives or associated risks/benefits, or any other information provided to them regarding services. 
12. Providing an explanation to their health care providers if refusing to (or unable to) participate in treatment, to the extent that they are able, and clearly communicating wants and needs. 
13. Informing their health care providers of any changes or reactions to medication and/or treatment. 
14. Familiarizing themselves with their health benefits and any exclusions, deductibles, co-payments, and treatment costs. 
15. As applicable, making a good faith effort to meet financial obligations, including promptly paying for services provided. 
16. Advising Greater Portland Health of any concerns, problems, or dissatisfaction with the services provided or the way (or by whom) they are furnished. 
17. Utilizing all services, including grievance and complaint procedures, in a responsible, non- abusive manner, consistent with the rules and procedures of Greater Portland Health (including being aware of Greater Portland Health’s obligation to treat all patients in an efficient and equitable manner). 
18. Informing their health care providers of any changes or reactions to medication and/or treatment. 
19. Familiarizing themselves with their health benefits and any exclusions, deductibles, co-payments, and treatment costs. 
20. As applicable, making a good faith effort to meet financial obligations, including promptly paying for services provided. 
21. Advising Greater Portland Health of any concerns, problems, or dissatisfaction with the services provided or the way (or by whom) they are furnished. 
22. Utilizing all services, including grievance and complaint procedures, in a responsible, non- abusive manner, consistent with the rules and procedures of Greater Portland Health (including being aware of Greater Portland Health’s obligation to treat all patients in an efficient and equitable manner.