Mercy Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, ancestry, disability, veteran era status, or any person with HIV infection, whether asymptomatic or symptomatic, or AIDS, in any manner prohibited by the laws of the state and the United States, or in the treatment of patients. Mercy Health does not exclude people or treat them differently because of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, ancestry, disability, veteran era status, or any person with HIV infection, whether asymptomatic or symptomatic, or AIDS.
As a patient, you have the right to clear and timely communications. You have the right to:
- Information about your rights before your care begins.
- Services of interpreters or assistive devices to help you in communicating.
- Have a family member or friend and your physician contacted when you are admitted to the hospital.
- Clear and complete information about your illness, tests, or treatments.
- Know the names of the healthcare professionals providing your care.
- Information about what to expect for your recovery.
- Communicate freely with others while in the hospital.
- Receive an itemized bill for all the services you receive.
- Clear discharge instructions.
- Assistance in finding more care that you may need after you leave the hospital.
As a patient, you have the right to respect and dignity. You have the right to:
- Make your own decisions about your care.
- Have someone you choose to make decision about your care if you are not able to be cared for with respect, consideration and compassion.
- Sensitive consideration of your personal beliefs and values.
- A private and confidential setting.
- Be treated ethically and humanely, including a meeting with the Ethics Committee if you so wish.
- Be free from restraints (whether physical or chemical) unless they are needed to protect you or others from injury. Restraints will not be used as a punishment or to make it easier for the staff to care for you.
- Be informed and allowed to accept or refuse any study drugs or treatments.
As a patient, you have the right to consideration for your comfort and safety. You have the right to:
- Pain control provided by hospital staff who believes it is important to help with your pain.
- Furnishings and equipment that are safe and fit your needs.
- Storage space and a locked area for your valuables.
- A safe and secure setting free of abuse or harassment.
- Be referred to community services if you feel at risk of harm.
- Receive care when you need it provided by qualified staff.
- Choose who may or may not visit you regardless of whether or not they are legally related.
- Have the presence of loved ones for comfort and support.
As a patient, you have the right to have your complaints addressed. You have the right to:
- Have complaints responded to quickly and kindly by staff members.
- A complaint and be informed of available resources for resolving disputes, grievances and conflicts.
- Patients and their families may dial “0” to request this service or ask their caregiver to help with the call.
- Have any grievances resolved quickly.
- Receive a written reply to your complaint that includes a name of a person you can call, the hospital’s response to what happened, the steps taken to make things better and the date the grievance was completed.
File a complaint or grievance with any of the agencies listed below even if you do not use the complaint process of the hospital
- Ohio Department of Health (ODH) 800-342-0553
- Office for Civil Rights (Region V - Ohio) 312-886-2359
- Ohio KePRO (Medicare Peer Review Organization)
800-589-7337 TTY: 877-486-2048
- Joint Commission Office of Quality Monitoring 800-994-6610
- Ohio Legal Rights Services 614-466-7264
800-282-9181 (toll free in Ohio only) TTY: 800-858-3542 (toll free in Ohio only)
Our goal is to address issues and complaints immediately, on the spot. Dial “0” on your telephone to request this service.
As a patient, you are responsible for telling your healthcare providers in detail about:
- Your symptoms or how you are feeling.
- Any changes you have in your symptoms or how you are feeling.
- Your past illnesses.
- Past care received in hospitals or clinics.
All medications you are taking or have taken.
As a patient, you are responsible for assisting with your plan of care. You are responsible for:
- Asking questions about your care, treatment, and medical concerns.
- Following the recommended plan of care.
- Telling staff if you are not able to follow your plan of care.
- Understanding what may happen if you do not follow the recommended plan of care.
- Being aware of safety issues and speaking up when you have concern.
As a patient, you are responsible for reporting your pain. You are responsible for:
- Telling staff where your pain is and how much it hurts.
- Telling staff when pain treatments are not working.
- Telling staff your concerns about taking pain medicine.
As a patient, you are responsible for acting with concern for other people. You are responsible for:
- Following the rules for visiting, safety, and privacy of all of our patients.
- Cooperating with the hospital being a tobacco-free campus.
- Treating hospital staff with courtesy and respect.
- Keeping the noise level as low as possible.
- Respecting other people’s property.
As a patient, you are responsible for:
- Having reasonable expectations about your care and services.
- Paying for the services you receive.
- Providing all information requested to make sure that your bill is correct.
A copy of our Patient’s Rights and Responsibilities policy is available upon request from the Patient Registration Department.
Complaints and Grievances
To file a complaint or grievance, please contact a Patient Representative at the facility where you received care.
Mercy Health – Anderson Hospital
Mercy Health – Clermont Hospital
Mercy Health – Fairfield Hospital
Mercy Health – West Hospital
The Jewish Hospital – Mercy Health
St. Rita’s Medical Center
Marcum & Wallace Memorial Hospital
Springfield Regional Medical Center
Mercy Memorial Hospital
Mercy Health – St. Vincent Medical Center
Mercy Health – St. Charles Hospital
Mercy Health – St. Anne Hospital
Mercy Health – Tiffin Hospital
Mercy Health – Willard Hospital
Mercy Health – Defiance Hospital
Mercy Health – St. Elizabeth Youngstown
Mercy Health – St. Joseph Warren Hospital
Mercy Health – St. Elizabeth Boardman
Mercy Regional Medical Center
Mercy Allen Hospital
Patients are encouraged to address their concerns directly with the medical practice whenever possible; practice providers and leadership wish to be informed and address any dissatisfaction with the care delivered. Click here to locate the practice phone number. If concerns still exist, please call the Bon Secours Mercy Health headquarters at (513) 952-5000 and share that you want to file a complaint for a medical practice.
State and Federal Resources
Ohio Department of Health
Kentucky Department for Public Health
Office for Civil Rights
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
Toll-free: (800) 368-1019
TDD toll-free: (800) 537-7697