Your Patient Rights

When you’re a North Shore Medical Center patient, we treat you as a partner in your healthcare. As a partner, you have certain rights and responsibilities. We respect your patient rights, and we want to equip you to communicate with our staff openly and effectively.

The below section provides a full explanation of your rights on the following:

Patient Rights

As a Patient You Have the Right To:

Care Planning:

• Impartial, reasonable access to medical care/treatment or accommodations regardless of age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.

• Treatment and care for an emergency medical condition that could deteriorate from failure to provide treatment.

• Care that considers and respects your psychosocial, personal/cultural values and beliefs.

• Receive information in a manner that you understand.

• Have information provided to you in a manner that meets your needs in the event you have visual, speech, hearing or cognitive impairments.

• Know what patient support services are available to you (i.e. – interpreter, communication techniques or aides).

• To be treated with courtesy and respect, with appreciation for your dignity, and with protection of your need for personal privacy.

• Within the limits of the law, personal privacy and confidentiality of information.  You have the right to expect that information will not be released without your consent.

• Know who is responsible for your care and their qualifications.

• Participate in the creation and implementation of your plan of care including your inpatient treatment/care plan, outpatient treatment/care plan, discharge plan, and your pain management plan (assessment and re-assessment).

• Have family participate in care decisions or exclude any and all family members from participating in your care decisions.

• Be free of restraints that are not medically needed.

• A chaperone present during sensitive physical examinations and treatments. The chaperone may be a healthcare provider of the same gender as the patient, a friend, or family member, depending on the patient’s preference. Patient’s sense of privacy or modesty, cultural and religious beliefs will be considered.

• Request a second opinion or be transferred to another facility.

Informed Consent:

• Be given by the healthcare provider information concerning your care, health status, diagnosis(es), planned course of treatment, alternatives to treatment, risks and prognosis. 

• Give informed consent after explanation of the risks, benefits and alternatives of proposed treatments and procedures. 

• Accept and/or refuse medical care/treatment to the extent permitted by law, and to be informed of medical consequences of such refusal.  Such refusal will be documented by the healthcare provider. This right does not allow you to demand treatment or services that are deemed to be inappropriate, medically unnecessary, or unavailable at the facility.

• To give or withhold informed consent to produce or use recordings, films, or other images for purposes

• Know if medical treatment is for purposes of experimental treatment, research (investigation/clinical trials) or education and, to give consent or refusal to participate in such experimental research.

Advanced Directives:

• Designate a decision-maker (HealthCare Surrogate) in case you become incapable of understanding a proposed treatment or are unable to communicate your wishes regarding your care.

• Participate in ethical questions, the creation and implementation of your plan of care, treatment, and decisions regarding your care including, but not limited to such issues as: conflict resolution, withholding resuscitative measures, foregoing or withdrawing life support treatment (i.e. – artificial means of breathing by machine, dialysis, and medications), formulating Advance Directives and care at end of life.

Notification of Admission/Admission:

• Have a family member or representative of your choice and your physician notified promptly of your admission to the hospital.

• Retain/use your personal clothing as space permits unless therapeutically contraindicated.

Visitation Rights:

• Have the right to receive visitors designated by you, including, but not limited to a spouse, domestic partner including a same sex domestic partner, another family member, or a friend; you also have the right to withdraw or deny such consent for visitation at any time.

• Designate a support individual, of your choice, to be present for emotional support during the course of your stay, unless the presence infringes on the rights of others, or is medically or therapeutically contraindicated.

Complaints and Grievances:

• Expressed grievances/complaints reviewed, and when possible resolved.  Grievances/complaints can be communicated to any member of the medical team (i.e. – physician, Patient Representative, charge nurse, department directors, etc.).  In addition, patient grievances/complaints may be reported directly to either or both of the following by writing or calling:

Agency for Health Care Administration, Consumer Assistance Unit
2727 Mahan Drive, Building 1, Mailstop #27
Tallahassee, FL 32308

The Joint Commission Office of Quality Monitoring
1-800-994-6610 or
Abuse Hotline: 1-800-96-ABUSE (22873)

• Request that the quality of your care or discharge plan be reviewed by the appropriate Quality Control and Peer Review Organization as outlined in your Important Message from Medicare Letter. (Medicare/Medicaid patients only)

• Access protective services and to be free of abuse, harassment, and neglect. (Abuse Hotline: 1-800-96-ABUSE (22873).


• Be given, upon request, information and counseling on the availability of financial resources related to your care.

• Receive, upon retest, prior to treatment, a reasonable estimate of charges for your medical care.

• Receive a copy of an itemized bill and upon request an explanation of charges.

• Know, upon request, and prior to treatment, if hospital accepts Medicare assignment rates (Medicare patients only).


• A prompt response to questions and requests.

• Access communication, except under circumstances that may pose a risk to you or others.

• Pastoral care and other spiritual services.

• Know what rules and regulations apply to your conduct.

• Request a copy of the hospital’s Code of Ethical Behavioral Policy.

Patient Responsibilities

• A patient is responsible for honestly providing to the healthcare provider, to the best of his/her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his/her health.

• A patient is responsible for reporting unexpected changes in his/her condition to the healthcare provider.

• A patient is responsible for reporting to his healthcare provider whether he/she understands an intended course of action and what is expected from him/her.

• You, as the patient are responsible for following the treatment plan created and recommended by the healthcare provider.  Your participation in the treatment plan is necessary to meet your ongoing healthcare needs.  A patient should express any concerns and ask questions you may have about your ability to follow the proposed course of treatment; the hospital in turn makes every effort to adapt the treatment plan to each patient’s specific needs and limitations.  The patient and family should understand the consequences of failing to follow the recommended course of treatment, or of using other treatments.

• If a patient or family refuses treatment or fails to follow the healthcare providers’ instructions, then the patient is responsible for the outcome.

• A patient is responsible for keeping appointments and, when unable to do so for any reason, for notifying the healthcare provider or facility.

• A patient is responsible for assuring that the financial obligations of his/her healthcare are fulfilled as promptly as possible.

• A patient is responsible for following healthcare facility rules and regulations affecting patient care and conduct.

• Patients and families are expected to be considerate of other patients and hospital personnel by not making unnecessary noise, smoking (this is a non-smoking facility), or causing distractions.

• Patients and families are responsible for respecting the property of other persons and that of the hospital.

• A patient is responsible for any and all personal belongings that he/she chooses to retain with themselves.  (i.e. – clothes , money, eyeglasses, dentures, etc.)

Privacy Practices



This Notice describes the privacy practices of North Shore Medical Center (the “Hospital”) and members of its workforce, as well as the physician members of the medical staff and allied health professionals who practice at the Hospital. The Hospital and the individual health care providers together are sometimes called “the Hospital and Health Professionals” in this Notice. While the Hospital and Health Professionals engage in many joint activities and provide services in a clinically integrated care setting, the Hospital and Health Professionals each are separate legal entities.


The Hospital and Health Professionals each are required by law to maintain the privacy of your health information (“Protected Health Information” or “PHI”) and to provide you with this Notice of legal duties and privacy practices with respect to your Protected Health Information. The Hospital and Health Professionals use computerized systems that may subject your Protected Health Information to electronic disclosure for purposes of treatment, payment and/or health care operations as described below. When the Hospital and Health Professionals use or disclose your Protected Health Information, the Hospital and Health Professionals are required to abide by the terms of this Notice (or other notice in effect at the time of the use or disclosure).


In certain situations your written authorization must be obtained in order to use and/or disclose your PHI. However, the Hospital and Health Professionals do not need any type of authorization from you for the following uses and disclosures:

Uses and Disclosures for Treatment, Payment and Health Care Operations. Your PHI may be used and disclosed to treat you, obtain payment for services provided to you and conduct “health care operations” as detailed below:

  • Treatment. Your PHI may be used and disclosed to provide treatment and other services to you—for example, to diagnose and treat your injury or illness. In addition, you may be contacted to provide you appointment reminders or information about treatment alternatives or other health-related benefits and services that may be of interest to you. Your PHI may also be disclosed to other providers involved in your treatment. For example, a doctor treating you for a broken leg may need to know if you have diabetes because if you do, this may impact your recovery.
  • Payment. Your PHI may be used and disclosed to obtain payment for services provided to you—for example, disclosures to claim and obtain payment from your health insurer, HMO, or other company that arranges or pays the cost of some or all of your health care (“Your Payor”) to verify that Your Payor will pay for health care. The physician who reads your X-ray may need to bill you or your Payor for reading of your X-ray therefore your billing information may be shared with the physician who read your X-ray.
  • Health Care Operations. Your PHI may be used and disclosed for health care operations, which include internal administration and planning and various activities that improve the quality and cost effectiveness of the care delivered to you. For example, PHI may be used to evaluate the quality and competence of physicians, nurses and other health care workers. PHI may be disclosed to the Hospital Compliance & Privacy Office in order to resolve any complaints you may have and ensure that you have a comfortable visit. Your PHI may be provided to various governmental or accreditation entities such as the Joint Commission on Accreditation of Healthcare Organizations to maintain our license and accreditation. In addition, PHI may be shared with business associates who perform treatment, payment and health care operations services on behalf of the Hospital and Health Professionals.

Use or Disclosure for Directory of Individuals in the Hospital. Hospital may include your name, location in the Hospital, general health condition and religious affiliation in a patient directory without obtaining your authorization unless you object to inclusion in the directory. Information in the directory may be disclosed to anyone who asks for you by name. Your religious affiliation may be given to a member of the clergy, such as a priest or minister, even if they do not ask for you by name. If you do not wish to be included in the facility directory, you will be given an opportunity to object at the time of admission.

Disclosure to Relatives, Close Friends and Other Caregivers. Your PHI may be disclosed to a family member, other relative, a close personal friend or any other person identified by you who is involved in your health care or helps pay for your care. If you are not present, or the opportunity to agree or object to a use or disclosure cannot practicably be provided because of your incapacity or an emergency circumstance, the Hospital and/or Health Professionals may exercise professional judgment to determine whether a disclosure is in your best interests. If information is disclosed to a family member, other relative or a close personal friend, the Hospital and/or Health Professionals would disclose only information believed to be directly relevant to the person’s involvement with your health care or payment related to your health care. Your PHI also may be disclosed in order to notify (or assist in notifying) such persons of your location or general condition.

Public Health Activities. Your PHI may be disclosed for the following public health activities: (1) to report health information to public health authorities for the purpose of preventing or controlling disease, injury or disability; (2) to report child abuse and neglect to public health authorities or other government authorities authorized by law to receive such reports; (3) to report information about products and services under the jurisdiction of the U.S. Food and Drug Administration; (4) to alert a person who may have been exposed to a communicable disease or may otherwise be at risk of contracting or spreading a disease or condition; and (5) to report information to your employer as required under laws addressing work-related illnesses and injuries or workplace medical surveillance.

Victims of Abuse, Neglect or Domestic Violence. Your PHI may be disclosed to a governmental authority, including a social service or protective services agency, authorized by law to receive reports of such abuse, neglect, or domestic violence if there is a reasonable belief that you are a victim of abuse, neglect or domestic violence.

Health Oversight Activities. Your PHI may be disclosed to a health oversight agency that oversees the health care system and is charged with responsibility for ensuring compliance with the rules of government health programs such as Medicare or Medicaid.

Judicial and Administrative Proceedings. Your PHI may be disclosed in the course of a judicial or administrative proceeding in response to a legal order or other lawful process.

Law Enforcement Officials. Your PHI may be disclosed to the police or other law enforcement officials as required or permitted by law or in compliance with a court order or a grand jury or administrative subpoena. For example, your PHI may be disclosed to identify or locate a suspect, fugitive, material witness, or missing person or to report a crime or criminal conduct at the facility.

Correctional Institution. You PHI may be disclosed to a correctional institution if you are an inmate in a correctional institution and if the correctional institution or law enforcement authority makes certain requests to us.

Business Associates. Your PHI may be disclosed to business associates or third parties that the Hospital and Health Professionals have contracted with to perform agreed upon services.

Decedents. Your PHI may be disclosed to a coroner or medical examiner as authorized by law.

Organ and Tissue Procurement. Your PHI may be disclosed to organizations that facilitate organ, eye or tissue procurement, banking or transplantation.

Research. Your PHI may be used or disclosed without your consent or authorization if an Institutional Review Board approves a waiver of authorization for disclosure.

Health or Safety. Your PHI may be used or disclosed to prevent or lessen a serious and imminent threat to a person’s or the public’s health or safety.

Specialized Government Functions. Your PHI may be disclosed to units of the government with special functions, such as the U.S. military, the U.S. Department of State under certain circumstances such as the Secret Service or NSA to protect, for example, the country or the president.

Workers’ Compensation. Your PHI may be disclosed as authorized by and to the extent necessary to comply with state law relating to workers' compensation or other similar programs.

As Required by Law. Your PHI may be used and disclosed when required to do so by any other law not already referred to in the preceding categories; such as required by the FDA, to monitor the safety of a medical device.

Appointment Reminders. Your PHI may be used to tell or remind you about appointments.

Fundraising. Your PHI may be used to contact you as a part of fundraising efforts, unless you elect not to receive this type of information.


Use or Disclosure With Your Authorization. For any purpose other than the ones described above, your PHI may be used or disclosed only when you provide your written authorization on an authorization form (“Your Authorization”). For instance, you will need to execute an authorization form before your PHI can be sent to your life insurance company or to the attorney representing the other party in litigation in which you are involved.

Marketing. Your written authorization (“Your Marketing Authorization”) also must be obtained prior to using your PHI to send you any marketing materials. (However, marketing materials can be provided to you in a face-to-face encounter without obtaining Your Marketing Authorization. The Hospital and/or Health Professionals are also permitted to give you a promotional gift of nominal value, if they so choose, without obtaining Your Marketing Authorization). The Hospital and/or Health Professionals may communicate with you in a face-to-face encounter about products or services relating to your treatment, case management or care coordination, or alternative treatments, therapies, providers or care settings without Your Marketing Authorization.

In addition, the Hospital and/or Health Professionals may send you treatment communications, unless you elect not to receive this type of communication, for which the Hospital and/or Health Professionals may receive financial remuneration.

Sale of PHI. The Hospital and Health Professionals will not disclose your PHI without your authorization in exchange for direct or indirect payment except in limited circumstances permitted by law. These circumstances include public health activities; research; treatment of the individual; sale, transfer, merger or consolidation of the Hospital; services provided by a business associate, pursuant to a business associate agreement; providing an individual with a copy of their PHI; and other purposes deemed necessary and appropriate by the U.S. Department of Health and Human Services (HHS).

Uses and Disclosures of Your Highly Confidential Information. In addition, federal and state law require special privacy protections for certain highly confidential information about you (“Highly Confidential Information”), including the subset of your PHI that: (1) is maintained in psychotherapy notes; (2) is about mental illness, mental retardation and developmental disabilities; (3) is about alcohol or drug abuse or addiction; (4) is about HIV/AIDS testing, diagnosis or treatment; (5) is about communicable disease(s), including venereal disease(s); (6) is about genetic testing; (7) is about child abuse and neglect; (8) is about domestic abuse of an adult; or (9) is about sexual assault. In order for your Highly Confidential Information to be disclosed for a purpose other than those permitted by law, your written authorization is required.



Right to Request Additional Restrictions. You may request restrictions on the use and disclosure of your PHI (1) for treatment, payment and healthcare operations, (2) to individuals (such as a family member, other relative, close personal friend or any other person identified by you) involved with your care or with payment related to your care, or (3) to notify or assist in the notification of such individuals regarding your location and general condition. While all requests for additional restrictions will be carefully considered, the Hospital and Health Professionals are not required to agree to these requested restrictions.

You may also request to restrict disclosures of your PHI to your health plan for payment and healthcare operations purposes (and not for treatment) if the disclosure pertains to a healthcare item or service for which you paid out-of-pocket in full. The Hospital and Health Professionals must agree to abide by the restriction to your health plan EXCEPT when the disclosure is required by law.

If you wish to request additional restrictions, please obtain a request form from the Health Information Management Office and submit the completed form to the Health Information Management Office. A written response will be sent to you.

Right to Receive Confidential Communications. You may request, and the Hospital and Health Professionals will accommodate, any reasonable written request for you to receive your PHI by alternative means of communication or at alternative locations.

Right to Revoke Your Authorization. You may revoke Your Authorization, Your Marketing Authorization or any written authorization obtained in connection with your PHI, except to the extent that the Hospital and/or Health Professionals have taken action in reliance upon it, by delivering a written revocation statement to the Hospital Health Information Management Office identified below.

Right to Inspect and Copy Your Health Information. You may request access to your medical record file and billing records maintained by the Hospital and Health Professionals in order to inspect and request copies of the records. Under limited circumstances, you may be denied access to a portion of your records. If you desire access to your records, please obtain a record request form from the Hospital Health Information Management Office and submit the completed form to the Hospital Health Information Management Office. If you request copies of paper records, you will be charged in accordance with federal and state law. To the extent the request for records includes portions of records which are not in paper form (e.g., X-ray films), you will be charge the reasonable cost of the copies. You also will be charged for the postage costs, if you request that the copies be mailed to you. However, you will not be charged for copies that are requested in order to make or complete an application for a federal or state disability benefits program.

Right to Amend Your Records. You have the right to request that PHI maintained in your medical record file or billing records be amended. If you desire to amend your records, please obtain an amendment request form from the Hospital Health Information Management Office and submit the completed form to the Hospital Health Information Management Office. Your request will be accommodated unless the Hospital and/or Health Professionals believe that the information that would be amended is accurate and complete or other special circumstances apply.

Right to Receive an Accounting of Disclosures. Upon request, you may obtain an accounting of certain disclosures of your PHI made during any period of time prior to the date of your request provided such period does not exceed six years and does not apply to disclosures that occurred prior to April 14, 2003. If you request an accounting more than once during a twelve (12) month period, you will be charged for the accounting statement.

Right to Receive Paper Copy of this Notice. Upon request, you may obtain a paper copy of this Notice, even if you have agreed to receive such notice electronically.

For Further Information or Complaints. If you desire further information about your privacy rights, are concerned that your privacy rights have been violated or disagree with a decision made about access to your PHI, you may contact the Hospital Compliance & Privacy Office. You may also file written complaints with the Director, Office for Civil Rights of the U.S. Department of Health and Human Services. Upon request, the Hospital Compliance & Privacy Office will provide you with the correct address for the Director. The Hospital and Health Professionals will not retaliate against you if you file a complaint with the Hospital Privacy Office or the Director.



Effective Date. This Notice is effective on September 23, 2013.


Right to Change Terms of This Notice. The terms of this Notice may be changed at any time. If this Notice is changed, the new notice terms may be made effective for all PHI that the Hospital and Health Professionals maintain, including any information created or received prior to issuing the new notice. If this Notice is changed, the new notice will be posted in waiting areas around the Hospital and on our website at You also may obtain any new notice by contacting the Hospital Compliance & Privacy Office.


You may contact the Hospital Compliance & Privacy Office at:


Compliance & Privacy Office

North Shore Medical Center
1100 N.W. 95th St.
Miami, FL 33150
Phone: (305) 835-6584


Corporate Compliance & Privacy Office

Tenet Healthcare
1445 Ross Ave., Suite 1400
Dallas, TX 75202
Phone: (877) 893-8363 ext. 2009
Ethics Action Line (EAL): (800) 8-ETHICS


You may contact the Health Information Management Office at:


Health Information Management Office

North Shore Medical Center
1100 N.W. 95th St.
Miami, FL 33150
Phone: (305) 835-6580