Arnot Health wants every patient to have the best care experience possible, if you have any concerns about a patient's care, please call the Arnot Health Customer Care Line at 607-737-4415.

New York State law requires that your healthcare provider or healthcare facility recognize your rights while you are receiving medical care and that you respect the healthcare provider's or healthcare facility's right to expect certain behavior on the part of patients. You may request a copy of the full text of this law from your healthcare provider or healthcare facility. Below is a summary of your rights and responsibilities.

As a patient in a hospital in New York State, you have the right, consistent with law, to:

1. Understand and use these rights. If for any reason you do not understand or you need help, the hospital MUST provide assistance, including an interpreter.

2. Receive treatment without discrimination as to race, color, religion, sex, gender identity, national origin, disability, sexual orientation, age or source of payment.

3. Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.

4. Receive emergency care if you need it.

5. Be informed of the name and position of the doctor who will be in charge of your care in the hospital.

6. Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.

7. Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.

8. Receive complete information about your diagnosis, treatment and prognosis.

9. Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.

10. Receive all the information you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet "Deciding About Health Care— A Guide for Patients and Families."

11. Refuse treatment and be told what effect this may have on your health.

12. Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.

13. Privacy while in the hospital and confidentiality of all information and records regarding your care.

14. Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal your discharge.

15. Review your medical record without charge and, obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.

16. Receive an itemized bill and explanation of all charges.

17. View a list of the hospital's standard charges for items and services and the health plans the hospital participates with.

18. Challenge an unexpected bill through the Independent Dispute Resolution process.

19. Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and if you request it, a written response. If you are not satisfied with the hospital's response, you can complain to the New York State Health Department. The hospital must provide you with the State Health Department telephone number.

20. Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.

21. Make known your wishes in regard to anatomical gifts. Persons sixteen years of age or older may document their consent to donate their organs, eyes and/or tissues, upon their death, by enrolling in the NYS Donate Life Registry or by documenting their authorization for organ and/or tissue donation in writing in a number of ways (such as a health care proxy, will, donor card, or other signed paper). The health care proxy is available from the hospital.

If a patient or his or her designee are not satisfied they may complain to the NYS Department of Health's Office of Health Management Systems.

• Hospital Patient Care Complaints - 1-800-804-5447
• Hospital and Diagnostic and Treatment Center Complaints - 1-800-804-5447 
• Laboratory Complaints - 1-800-682-6056
• Medicaid Fraud Hotline - 1-877-87FRAUD
• Managed Care Complaints (including commercial health plans and Medicaid managed care) - 1-800-206-8125
• Nursing Home Patient Care Complaints - 1-888-201-4563
• Professional Medical Conduct Complaints - 1-800-663-6114

Care Complaints

Arnot Health (Arnot Ogden Medical Center, Saint Joseph's Hospital, Ira Davenport Memorial Hospital and Medical Offices) are accredited by The Joint Commission.

The Joint Commission – formerly known as the Joint Commission on Accreditation of Health Care Organizations, or JCAHO—is a private, non-profit group that acts as a national accrediting organization for a number of hospitals in the country. The Joint Commission reviews all quality of care complaints it receives but please note that it does not investigate issues associated with hospital bills or other financial issues.

Any patients that have concerns about their care and/or safety are encouraged to contact Health on Demand at 607-737-4499.

Submitting a complaint to The Joint Commission:

• E-mail: complaint@jointcommission.org. Your e-mail should include the name and address of the hospital, and a thorough explanation of your complaint.
• Website: http://www.jointcommission.org/. Scroll down to "Filing a Complaint."
• Telephone: (800) 994-6610 where you can speak to a Joint Commission representative. However, no complaints are taken over the telephone.