UVA Health System is committed to providing an environment that fosters quality, safe healthcare for patients while respecting the rights of those patients. Please ask us any questions or let us know if you have any concerns.
During your visit you can expect the following.
- To know about your illness so you can take part in making care decisions. This includes why you need a treatment, what will happen if you do not have it, and possible risks.
- To refuse or give informed consent before procedures or treatments.
- To refuse or agree to any research study or experiment.
- To refuse or agree to recordings, films or other images other than for your care.
Care and Support
- To receive treatment and have visitors without discrimination as to race, age, color, national origin, religion, disability, sexual orientation, gender, gender identity or expression, socioeconomic status or source of payment.
- To receive care with respect and dignity in a safe, private environment.
- To be free from any form of abuse or harassment. You may have access to outside services that support safe treatment.
- To be free from restraints (unless needed to keep you or others safe)
- To be asked about your pain and included in the treatment plan to manage it.
- To have your cultural, psychological, spiritual and personal values and preferences respected.
- To have access to pastoral and other spiritual services.
- To have a person present for emotional support while receiving care, except at times when the presence of visitors is unsafe.
- To receive information in your preferred language and in a way you can understand.
- To know the name of the doctors and all staff taking care of you.
- To have your family or doctor informed when you are admitted to the hospital, if you wish.
- That all healthcare information will be treated as confidential.
- To access information in your medical record.
- The chance to write down your wishes for future medical care (using an Advance Directive form). We will follow your expressed wishes, including your decisions related to organ donation. If you wish to complete an advance directive form, we can help you.
- To discuss concerns, file a complaint and receive a timely reply.
- To know and ask your health care providers about the financial relationships they may have with drug, medical product and medical device companies.
- The chance to review your bills and have any questions answered.
To receive the best possible care, each patient and family are responsible:
- To tell us correct and complete information about your health, wishes for your care, changes in your condition and any concerns.
- To ask questions when anything is unclear.
- To follow your care plan or accept the risks if you make another choice.
- To follow our instructions and policies that support quality, safe patient care.
- To follow our rules and regulations concerning patient care and conduct while on our property, including not:
- Engaging in verbal or physical abuse;
- Smoking and using alcohol or illegal substances;
- Carrying weapons of any kind
- To pay your bills promptly. If you are unable to pay for your care, you may receive help. Ask us for information about our Financial Assistance Program.
As part of the care of our patients, providers may access the Virginia State Prescription Monitoring database to know which medications, such as benzodiazepines and narcotics, have been prescribed by other providers across the state.
Concerns or Complaints
Please speak with your healthcare team or Clinic/Office Manager about concerns you may have about your care. If you need help or have questions, please call our Patient Relations Representative Department at 434.924.8315. (Or use the online form.)
You also have the right to contact the following agencies to file a complaint:
Virginia Department of Health
9960 Mayland Drive, Suite 401 | Henrico, VA 23233-1463
About UVA Medical Center Hospital and Clinics and Transitional Care Hospital only:
One Renaissance Boulevard | Oakbrook Terrace, IL 60181
Phone 630.792.5800 | Fax: 630.792.5636
If you're on Medicare and Medicaid, you can also call:
KEPRO | Attention: Beneficiary Complaints
5201 W. Kennedy Blvd., Suite 900 | Tampa, FL 33609
Phone 844.455.8708 | Fax: 844.834.7129