We want you and your family to know your rights as a patient receiving services from Hospice of Frederick County, as well as your responsibilities. We encourage you to talk openly with staff caring for you.

Hospice of Frederick County is a division of Frederick Memorial Healthcare System.

• We work together with you and your physician to coordinate your healthcare needs.
• We provide equal access to needed healthcare, without regard to race, color, creed, national origin, age, sex, handicap, or source of payment.
• We do our best to provide clear, complete health information as related to your care and answer questions in a language you understand. Interpretation services are available.

Considerate and Respectful Care
• We tell you who we are and what we do. We call you by your name and take time to listen to you.
• We honor your privacy and protect the confidentiality of your healthcare information. Information will only be released when required by law or when requested by you or your representative.
• We provide you with appropriate care and will inform you in a timely manner of transfer, discharge, and continuing care requirements.
• We will have services available for you that are appropriate for your needs, as we have the resources to provide care safely and effectively at the level of intensity you need, or we will refer you to an alternate service if we are unable to meet your needs.
• We treat your personal property with respect, and ask that you provide an environment that is safe for us.
• We respect your personal values, beliefs and cultural heritage. Chaplains are available to assist you and your family with spiritual or religious support upon request.
• You may choose whether or not to participate in research, investigational or experimental studies or clinical trials.

Care that Involves You and Your Family
• It is your right to participate in decisions regarding your care.
• If you choose, we involve your family in your care as much as possible.
• We will inform you about Advance Directives, and will provide information to you on how to establish your healthcare instructions, appoint a healthcare agent, or become an organ donor. It is important for you to communicate your advance directives or any changes to your instructions to your healthcare agent and your healthcare team.
• If you decide to refuse treatment or change your mind about a procedure or care for which you have given consent, we will respect your decision and inform you of the medical consequences and any options.

Please Help us Help You
• You know yourself best. We need to know about your condition and symptoms, and any changes that may effect your treatment and care. The information and questions you have are important. Please share these so that together we can plan the best care for you.
• We ask you to be responsible for doing the things you agree to do in your plan of care. If you cannot follow your healthcare plan for any reason, please tell us.
• We ask that you assume responsibility for your care at home, or to provide a reliable person who is willing to assist in your care.
• Please inform your care team when other appointments may interfere with a scheduled visit. We, in turn, will notify you if a planned visit needs to be rescheduled.

On occasion, situations may arise that cause you concern. We encourage you to express your concerns so that we can work to resolve any issues as they arise. You may contact Hospice of Frederick County at 240-566-3030.

If you are not satisfied with the results, you have the right to call the State of Maryland Office of Health Care Quality Home Health Hotline

In accordance with Medicare regulations, the State of Maryland has established a Home Health Hotline. The purpose of the Home Health Hotline is:
• To receive complaints about local home health agencies
• To receive questions about local home health agencies
• To lodge complaints concerning the implementation of advance directives requirements

The hotline is available 24 hours per day, 7 days per week at:
1-800-492-6005

Written complaints may be submitted to:
Michelle Woodson, Survey Coordinator
Office of Health Care Quality
Bland Bryant Building
Spring Grove Hospital Center
55 Wade Avenue, Catonsville, MD 21228

The Office of Health Care Quality may also be reached:
Monday thru Friday from 8:00 a.m. to 5:00 p.m. at 410-402-8040