HSS Patient Policies and Guidelines

Some patient policies and guidelines apply at all HSS locations. Others vary from state to state. Immediately below are the policies that apply at all locations. Further below, select the state in which you receive care to review and understand your rights and responsibilities, and for points of contact to ask questions or address concerns. For information on our website, policies and terms of use

Policies Applicable at All HSS Locations

Policies by Location According to State Law

All New York Locations

No Surprises Act

When you get emergency care or are treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from balance billing. In these cases, you shouldn’t be charged more than your plan’s copayments, coinsurance and/or deductible.

What is “balance billing” (sometimes called “surprise billing”)?

When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, like a copayment, coinsurance, or deductible. You may have additional costs or have to pay the entire bill if you see a provider or visit a health care facility that isn’t in your health plan’s network.

“Out-of-network” means providers and facilities that haven’t signed a contract with your health plan to provide services. Out-of-network providers may be allowed to bill you for the difference between what your plan pays and the full amount charged for a service. This is called “balance billing.” This amount is likely more than in-network costs for the same service and might not count toward your plan’s deductible or annual out-of-pocket limit.

“Surprise billing” is an unexpected balance bill. This can happen when you can’t control who is involved in your care—like when you have an emergency or when you schedule a visit at an in- network facility but are unexpectedly treated by an out-of-network provider. Surprise medical bills could cost thousands of dollars depending on the procedure or service.

You’re protected from balance billing for:

Emergency services

If you have an emergency medical condition and get emergency services from an out-of-network provider or hospital, the most they can bill you is your plan’s in-network cost-sharing amount (such as copayments, coinsurance, and deductibles). You can’t be balance billed for these emergency services. This includes services you may get after you’re in a stable condition, unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services. If your insurance ID card says “fully insured coverage,” you can’t give written consent and give up your protections not to be balance billed for post-stabilization services.

Certain services at an in-network hospital or ambulatory surgical center

When you get services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers can bill you is your plan’s in-network cost-sharing amount. This applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist, and intensivist services. These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed.

If you get other types of services at these in-network facilities, out-of-network providers can’t balance bill you, unless you give written consent and give up your protections. If your insurance ID card says “fully insured coverage,” you can’t give up your protections for these other services if they are a surprise bill. Surprise bills are when you’re at an in-network hospital or ambulatory surgical facility and a participating doctor was not available, a non-participating doctor provided services without your knowledge, or unforeseen medical services were provided.

Services referred by your in-network doctor

If your insurance ID card says “fully insured coverage,” surprise bills include when your in-network doctor refers you to an out-of-network provider without your consent (including lab and pathology services). These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed. You may need to sign a form (available on the Department of Financial Services’ website) for the full balance billing protection to apply.

You’re never required to give up your protections from balance billing. You also aren’t required to get out-of-network care. You can choose a provider or facility in your plan’s network.

When balance billing isn’t allowed, you also have these protections:

You’re only responsible for paying your share of the cost (like the copayments, coinsurance, and deductibles that you would pay if the provider or facility was in-network). Your health plan will pay any additional costs to out-of-network providers and facilities directly.
Generally, your health plan must:
- Cover emergency services without requiring you to get approval for services in advance (also known as “prior authorization”).
- Cover emergency services by out-of-network providers.
- Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits.
- Count any amount you pay for emergency services or out-of-network services toward your in-network deductible and out-of-pocket limit.

If you think you’ve been wrongly billed and your coverage is subject to New York law (“fully insured coverage”), contact the New York State Department of Financial Services at 1.800.342.3736 or surprisemedicalbills@dfs.ny.gov. Visit New York's Deparment of Financial Services for information about your rights under state law.

Contact CMS at 1.800.985.3059 for self-funded coverage or coverage bought outside New York. Visit the Centers for Medicare & Medicaid Services Medical bill rights for information about your rights under federal law.

CARE Act

What Is the CARE Act?

A New York State public health law that requires a hospital to provide each patient or legal guardian with an opportunity to identify a caregiver prior to discharge. If the patient is discharged directly home, the caregiver may be trained in after-care tasks.

Before leaving the hospital, staff will contact the designated caregiver to provide instructions in all after-care tasks. This will often include instructions on your medications, follow up appointments and other important information regarding the recovery. We encourage caregivers to visit during special designated daily times for instruction on after-care tasks – and to ask questions and receive answers. Designated caregiver visiting hours are 7 days per week:

10 – 11 am
2 – 3 pm
8 – 9 pm

If a designated caregiver is unavailable during those hours, efforts will be made to accommodate.

For more information on the law, please refer to this link: https://www.nysenate.gov/legislation/bills/2015/s676

Who Can Be a Caregiver?

A caregiver can be anyone (such as a relative, partner, friend or neighbor) who will be helping the patient recover after they leave the hospital. The patient must sign a consent for the staff to provide personal health information to this person upon admission to the hospital.

What Is the Role of a Caregiver ?

A caregiver will need to provide contact information (name, telephone #, email address) and be available to receive instructions from the hospital staff about any after-care tasks.

Does a Caregiver Have to Be Chosen?

No, patients can decline to designate a caregiver. Instructions related to after-care assistance will always be given to the patient and any available family/support person prior to leaving the hospital.

Common After-Care Tasks for the Caregiver

Preparing the Home for Safety

Be present and available
Remove clutter
Arrange furniture so that it is easy to move around
Secure or remove throw rugs
Secure all hand rails
Use non-slip mats in the bathtub and shower
Improve lighting - use nightlights in bathrooms and hallways
Make sure the patient has non–slip footwear with rubber soles and a closed back
Keep a list of emergency numbers by the phone

At Home Assistance to Prevent Complications

Complications are rare but important to follow some rules to reduce the risks of:

Infection prevention:

Help keep surgical incision clean and dry
Wash hands frequently
Observe for redness, drainage, odor
Follow additional instructions as directed

Constipation prevention & management:

Encourage 6-8 glasses of water each day
Assist with food preparation to include fresh fruits and vegetables
Encourage exercise and walking
Review medications

Pain Management

There are numerous strategies available to help manage pain following surgery.

Review medications
Be aware of side effects (nausea, vomiting, constipation, itch and/or rash)
Assist with cold therapy application
Remind patients of positioning, activity and rest

Physical Therapy

Depending on the patient’s procedure, physical therapy may be required for the patient’s recovery.

Review exercises
Educate on safe mobility
Help prepare for therapy sessions at home
Visit HSS Rehabilitation and Performance for more information

Medical Equipment

After surgery certain medical equipment is helpful. Staff may recommend specific equipment with the patient.

Assist with use of durable medical equipment
Observe for safety
Encourage exercise and walking
Review medication

New York Hospital (HSS Main Campus)

Patient Bill of Rights

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

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.
Receive treatment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, source of payment, or age.
Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.
Receive emergency care if you need it.
Be informed of the name and position of the doctor who will be in charge of your care in the hospital.
Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.
Identify a caregiver who will be included in your discharge planning and sharing of post-discharge care information or instruction.
Receive complete information about your diagnosis, treatment and prognosis
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.
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."
Refuse treatment and be told what effect this may have on your health.
Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.
Privacy while in the hospital and confidentiality of all information and records regarding your care
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.
Review your medical record without charge. 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.
Receive an itemized bill and explanation of all charges.
View a list of the hospital's standard charges for items and services and the health plans the hospital participates with.
Challenge an unexpected bill through the Independent Dispute Resolution process.
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.
Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
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.

Contact Information for Questions or Concerns

Should you have questions about any of these rights, or wish to express a recommendation or concern, you may contact one or more of the following:

HSS Office of the Patient Experience for New York 212.774.2403, for Connecticut, New Jersey and Florida Toll-Free 855-477-4344 or e-mail at patientexperience@hss.edu.
HSS Chief Executive Officer at 212.606.1236, or by letter sent to Hospital for Special Surgery, 535 East 70th Street, New York, NY 10021
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services: 200 Independence Avenue, SW, Room 509F, HHH Building, Washington, D.C. 20201 or by phone 1-800-368-1019, 800-537-7697 (TDD). Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html;
Joint Commission at 800.994.6610, or by letter sent to Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181, or e-mail to complaint@jointcommission.org
Centers for Medicare and Medicaid Services: Toll-free: 877.267.2323 TTY Toll-free: 866-226-1819. Medicare Only: Toll-free: 800-MEDICARE (800-633-4227); TTY Toll-free: 877-486-2048. 7500 Security Boulevard, Baltimore, MD 21244 New York State Department of Health by phone at: 800.804.5447 or letter sent to NYS Department of Health, Centralized Hospital Intake Program, Mailstop: CA/DCS, Empire State Plaza, Albany, NY 12237

Patient Responsibilities

The Statement of Patient’s Responsibilities, designed as a companion to the Patient’s Bill of Rights, encourages patients to participate in their own health care and treatment. Hospital for Special Surgery believes that a mutual understanding of the Patient’s Bill of Rights and Responsibilities will result in more effective delivery of health care services.

The Statement of Patient Responsibilities reads as follows:

To the extent possible, Hospital for Special Surgery requests that you, as our patient:

Provide accurate and complete information about your past illnesses, hospitalizations, medications and other matters relating to your health, and answer any questions concerning these matters.
Participate in your health care planning by talking openly and honestly about your concerns with your physician and other health care professionals.
Understand your health problems, treatment course and care decisions to your own satisfaction and ask questions if you do not understand.
Cooperate with your physician and other health care professionals in carrying out your health care plan both as an inpatient and after discharge.
Participate and cooperate with our health care professionals in creating a discharge plan that meets your medical and social needs.
Inform the hospital or any of its professionals of the existence of any advanced directive (proxy, DNR, living will) you have created.
Take responsibility for the consequences and outcomes if you do not follow the care, service or treatment plan.
Provide accurate information related to insurance or other sources of payment. You are responsible for ensuring payment of your bills and you may be responsible for charges not covered by your insurance.
Treat other patients, visitors and staff with respect and consideration. Support mutual consideration and respect by maintaining civil language and conduct in interactions with staff and providers.
Support our commitment to a diverse and inclusive environment in which racist and/or discriminatory behaviors and acts of intolerance towards others are not tolerated.
Follow instructions, policies, rules, and regulations in place to support quality care for patients and a safe environment for all individuals in the hospital.
Be considerate of your fellow patients, respecting their need for privacy and a quiet environment.

Parents Bill of Rights

Hospital for Special Surgery (HSS) is committed to providing each child with the best care possible and to ensuring that you, as your child’s primary protector and caregiver, are assured certain rights and freedoms. HSS views every parent and legal guardian as a valued member of the health care team and encourages you to speak with HSS staff about your child’s care.

HSS Parent’s and Legal Guardian Bill of Rights, in addition to the “Patient’s Bill of Rights,” sets forth the rights of patients, parents of minors, legal guardians or other persons with decision- making authority to certain minimum protections required by the regulations governing the provision of care in New York State’s hospitals.

HSS Parent’s and Legal Guardian Bill of Rights is subject to laws and regulations governing confidentiality and is in effect if your child is admitted to the hospital.

As a parent, legal guardian or person with decision-making authority for a patient receiving care in this hospital, you have the right, consistent with the law, to the following:

To inform the hospital of the name of your child’s primary care provider, if known, and have this information documented in your child’s medical record
To be assured our hospital will only admit pediatric patients to the extent consistent with our hospital’s ability to provide qualified staff, space and size appropriate equipment necessary for the unique needs of pediatric patients
To allow at least one parent or guardian to remain with your child at all times, to the extent possible given your child’s health and safety needs
That all test results completed during your child’s admission or emergency room visit be reviewed by a physician, physician assistant, or nurse practitioner who is familiar with your child’s presenting condition
For your child not to be discharged from our hospital or emergency room until any tests that could reasonably be expected to yield critical value results are reviewed by a physician, physician assistant, and/or nurse practitioner and communicated to you or other decision makers, and your child, if appropriate. Critical value results are results that suggest a life-threatening or otherwise significant condition that requires immediate medical attention.
For your child not to be discharged from our hospital or emergency room until you or your child, if appropriate, receives a written discharge plan, which will also be verbally communicated to you and your child or other medical decision makers. The written discharge plan will specifically identify any critical results of laboratory or other diagnostic tests ordered during your child’s stay and will identify any other tests that have not yet been concluded.
To be provided critical value results and the discharge plan for your child in a manner that reasonably ensures that you, your child (if appropriate), or other medical decision makers understand the health information provided in order to make appropriate health decisions
For your child’s primary care provider, if known, to be provided all laboratory results of this hospitalization or emergency room visit
To request information about the diagnosis or possible diagnoses that were considered during this episode of care and complications that could develop as well as information about any contact that was made with your child’s primary care provider
To be provided, upon discharge of your child from the hospital or emergency department, with a phone number that you can call for advice in the event that complications or questions arise concerning your child’s condition.

Notice of Financial Assistance

If you are concerned that you may not be able to pay for your care, we may be able to help.

Hospital for Special Surgery provides financial aid for medically necessary services based on a patient's financial need and includes a sliding scale discount for patients who qualify. Aid may be available for patients who do not have insurance and for those who are underinsured. We may be able to work with you to arrange a manageable payment plan.

Our financial assistance policy applies to services provided by the Hospital, and some services provided by certain HSS physicians and other clinical staff.

Access the full policy, an application and additional information, including a full list of providers who participate in the Hospital's financial assistance policy:

You can also call the Financial Advisory Department at 212.606.1505, and we would be glad to provide information to you and answer any questions you may have.

Notice of Nondiscrimination and Accessibility

Hospital for Special Surgery is committed to providing high quality care and skilled and compassionate service to our community. Consistent with this commitment, Hospital for Special Surgery complies with applicable federal, state, and local civil rights laws and does not discriminate on the basis of actual or perceived race, color, creed, ethnicity, religion, national origin, alienage or citizenship status, culture, language, age, disability, socioeconomic status, sex, sexual orientation, gender identity or expression, partnership or marital status, veteran or military status, or any other prohibited basis.

Hospital for Special Surgery:

Provides free aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign language interpreters; and
- Written information in other formats, such as large print, audio, and accessible electronic formats.
Provides free language assistance services to people whose primary language is not English, such as:
- Qualified interpreters.
- Information written in other languages.
- Auxiliary aids to patients who are deaf and blind.

If you need these services, contact the Language Services Department languageservices@hss.edu, Tel.: 1-212-606-1760.

If you believe that Hospital for Special Surgery has failed to provide these services or discriminated in another way, you can file a grievance with Section 1557 Coordinator at Hospital for Special Surgery, 535 East 70th Street, New York, NY 10021, TTY: 1-800-676-3777 or 1- 855-477-4344, patientexperience@hss.edu.

You also have the right to file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue SW, Room 509F, HHH Building, Washington, DC 20201, 1-800-868-1019, 800-537-7697 (TDD). Complaint forms are available at http://www.hhs.gov/ocr/office/ file/index.html.

ATENCIÓN: Si usted habla español, le avisamos que tenemos servicios lingüísticos gratuitos a su disposición. Llame al: 1-212-606-1760, TTY: 1-800-676-3777.

注意：如果您講中文，可向您提供免費語言服務。致電 1-212-606-1760，TTY: 1-800-676-3777。

Внимание: Если Вы говорите по русски, примите к сведению, что Вы можете воспользоваться бесплатными услугами переводчика. Звоните по номеру: 1-212-606-1760, TTY: 1-800-676-3777.

ATANSYON: Si ou pale Kreyòl Ayisyen, gen sèvis asistans nan lang ki disponib pou ou gratis. Rele nan 1-212-606-1760, TTY: 1-800-676-3777.

알려드립니다: 귀하께서 한국어를 하시는 경우, 무료로 언어 도움 서비스를 이용하실 수 있습니다. 1-212-606-1760 (TTY: 1-800-676-3777) 번으로 전화하십시오.

ATTENZIONE: se parli italiano sono disponibili servizi di assistenza linguistica gratuiti. Chiama il numero 1-212-606-1760, TTY: 1-800-676-3777.

אכטונג׃ אױב איר רעדט אידיש, זענען פאר אײך דא צו באקומען שפראך הילף סערװיסעס פרײ פון אפצאל. רופט 1-212-606-1760, TTY: 1-800-676-3777.

দৃষ্টি আকর্ষণ: যদি আপনি বাংলায় কথা বলেন, তাহলে আপনি বিনামূল্যে ভাষাগত সহায়তা পরিষেবা পেতে পারেন৷ ফোন করুন: 1-212-606-1760, TTY: 1-800-676-3777

UWAGA: Jeżeli mówi Pan/Pani po polsku, dostępne są dla Państwa bezpłatne usługi pomocy językowej. Proszę zadzwonić pod numer 1-212-606-1760, TTY: 1-800-676-3777.

ملاحظة: إذا كنت تتحدث اللغة العربية، فإننا نوفر لك خدمات مساعدة لغوية بالمجان. اتصل على
1-212-606-1760، هاتف نصي (TTY): 1-800-676-3777.

VEUILLEZ NOTER: Si vous parlez français, des services d’assistance linguistique gratuits, sont à votre disposition. Appelez le 1-212-606-1760, TTY: 1-800-676-3777.

توجہ فرمائیں: اگر آپ کی زبان اردو ہے تو آپ کے لیے زبان میں معاونت فراہم کرنے والی سروسز (لینگوئج اسسٹنس سروسز) بلامعاوضہ دستیاب ہیں کال کریں 1-212-606-1760 TTY: 1-800-676-3777۔

PAUNAWA: Kung nagsasalita ka ng Tagalog, may makukuha kang mga libreng serbisyo ng tulong sa wika. Tumawag sa 1-212-606-1760, TTY: 1-800-676-3777.

ΠΡΟΣΟΧΗ: Εάν μιλάτε ελληνικά, διατίθενται δωρεάν υπηρεσίες γλωσσικής βοήθειας για εσάς. Καλέστε το 1-212-606-1760. TTY: 1-800-676-3777.

VINI RE: Nëse flisni shqip, keni në dispozicion shërbime ndihme për gjuhën pa pagesë. Telefononi 1-212-606-1760, TTY: 1-800-676-3777.

HSS ASC of Manhattan

Patient Bill of Rights

As a patient in an ambulatory surgery center in New York State, you have the right, consistent with law, to:

Receive service(s) without regard to age, race, color, sexual orientation, religion, marital status, sex, disability, gender identity or expression, national origin or sponsor.
Be treated with consideration, respect and dignity including privacy in treatment.
Be informed of the services available at the center.
Be informed of the provisions of off-hour emergency coverage.
Be informed of the charges for services, eligibility for third-party reimbursements and, when applicable, the availability of free or reduced care costs.
Receive an itemized copy of his or her account statement, upon request.
Obtain from his or her health care practitioner, or the health care practitioner’s delegate, complete and current information concerning his or her diagnosis, treatment and prognosis in terms the patient can be reasonably expected to understand.
Receive from his or her physician information necessary to give informed consent prior to the start of any nonemergency procedure or treatment or both. An informed consent shall include, as a minimum, the provision of information concerning the specific procedure or treatment or both, the reasonably foreseeable risks involved, and alternatives for care or treatment, if any, as a reasonable medical practitioner under similar circumstances would disclose in a manner permitting the patient to make a knowledgeable decision.
Refuse treatment to the extent permitted by law and to be fully informed of the medical consequences of his or her action.
Refuse to participate in experimental research.
Voice grievances and recommend changes in policies and services to the center’s staff, the operator and the New York State Department of Health without fear of reprisal.
Express complaints about the care and services provided and to have the center investigate such complaints. The center is responsible for providing the patient or his/her designee with a written response within 30 days if requested by the patient indicating the findings of the investigation. The center is also responsible for notifying the patient or his or her designee that if the patient is not satisfied by the center response, the patient may complain to the New York State Department of Health’s Office of Health Systems Management.
Privacy and confidentiality of all information and records pertaining to the patient’s treatment.
Approve or refuse the release or disclosure of the contents of his or her medical record to any healthcare practitioner and/or healthcare facility except as required by law or third-party payment contract.
Access his or her medical record pursuant to the provision of section 18 of the Public Health Law, and Subpart 50-3 of Title 10 of the Compilation of Codes, Rules and Regulations of the State of New York. For additional information link to: http://www.health.ny.gov/publications/1449/section_1.htm#access.
Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.
When applicable, 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 health care proxy, will, donor card, or other signed paper). The health care proxy is available from the center.
View a list of the health plans and the hospitals that the center participates with; and
Receive an estimate of the amount that you will be billed after services are rendered.

Contact Information for Questions or Concerns

Should you have questions about any of these rights, or wish to express a recommendation or concern, you may contact one or more of the following:

To report a complaint or grievance, you can contact the Clinical Nursing Director of the relevant ASC by mail:
- HSS ASC of Manhattan, 1233 Second Avenue, New York, NY 10065, phone 1. 212-548-2469; phone TTY 1.800.676.3777 or e-mail MASCleadership@HSS.edu.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services: 200 Independence Avenue, SW, Room 509F, HHH Building, Washington, D.C. 20201 or by phone 1-800-368-1019, 800-537-7697 (TDD). Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.
Joint Commission at 800.994.6610, or by letter sent to Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181, or e-mail to complaint@jointcommission.org
Centers for Medicare and Medicaid Services: Toll-free: 877.267.2323 TTY Toll-free: 866-226-1819. Medicare Only: Toll-free: 800-MEDICARE (800-633-4227); TTY Toll-free: 877-486-2048. 7500 Security Boulevard, Baltimore, MD 21244
New York State Department of Health by phone at: 800.804.5447 or letter sent to NYS Department of Health, Centralized Hospital Intake Program, Mailstop: CA/DCS, Empire State Plaza, Albany, NY 12237

Patient Responsibilities

The Statement of Patient Responsibilities reads as follows:

To the extent possible, Hospital for Special Surgery requests that you, as our patient:
Provide accurate and complete information about your past illnesses, hospitalizations, medications and other matters relating to your health, and answer any questions concerning these matters.
Participate in your health care planning by talking openly and honestly about your concerns with your physician and other health care professionals.
Understand your health problems, treatment course and care decisions to your own satisfaction and ask questions if you do not understand.
Cooperate with your physician and other health care professionals in carrying out your health care plan both as an inpatient and after discharge.
Participate and cooperate with our health care professionals in creating a discharge plan that meets your medical and social needs.
Inform the hospital or any of its professionals of the existence of any advanced directive (proxy, DNR, living will) you have created.
Take responsibility for the consequences and outcomes if you do not follow the care, service or treatment plan.
Provide accurate information related to insurance or other sources of payment. You are responsible for ensuring payment of your bills and you may be responsible for charges not covered by your insurance.
Treat other patients, visitors and staff with respect and consideration. Support mutual consideration and respect by maintaining civil language and conduct in interactions with staff and providers.
Support our commitment to a diverse and inclusive environment in which racist and/or discriminatory behaviors and acts of intolerance towards others are not tolerated.
Follow instructions, policies, rules, and regulations in place to support quality care for patients and a safe environment for all individuals in the hospital.
Be considerate of your fellow patients, respecting their need for privacy and a quiet environment.

Notice of Nondiscrimination and Accessibility

The HSS ASC of Manhattan is committed to providing high quality care and skilled and compassionate service to our community. Consistent with this commitment, the HSS ASC of Manhattan complies with applicable federal, state, and local civil rights laws and does not discriminate on the basis of actual or perceived race, color, creed, ethnicity, religion, national origin, alienage or citizenship status, culture, language, age, disability, socioeconomic status, sex, sexual orientation, gender identity or expression, partnership or marital status, veteran or military status, or any other prohibited basis.

The HSS ASC of Manhattan:

Provides free aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign language interpreters; and
- Written information in other formats, such as large print, audio, and accessible electronic formats.
Provides free language assistance services to people whose primary language is not English, such as:
- Qualified interpreters.
- Information written in other languages.
- Auxiliary aids to patients who are deaf and blind.

If you need these services, contact the Language Services Department languageservices@hss.edu, Tel.: 1-212-606-1760.

If you believe that the HSS ASC of Manhattan has failed to provide these services or discriminated in another way, you can file a grievance with Bryan Guss, Senior Director, HSS ASC of Manhattan, 1233 Second Avenue, New York, NY 10065, TTY: 1.800.676.3777, Fax: 212.548.2510, gussb@hss.edu.

You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, you may contact the office of Bryan Guss for assistance.

You also have the right to file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue SW, Room 509F, HHH Building, Washington, DC 20201, 1.800.368.1019, 800.537.7697 (TDD). Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.