Patients & Visitors

Patient Rights

Memorial Medical Center exists for the purpose of providing healthcare for the sick and injured. The following statement of patients' rights and responsibilities represents the policy of the medical center to reach this goal and presents in summary form the principal responsibilities which the medical center and its patients have to each other. There are additional rights and responsibilities involved in the patient/physician relationship, and these rights and responsibilities may be discussed with your attending physician. Memorial Medical Center also has a Clinical Ethics Center available to you for assistance with your rights or healthcare decisions.

The medical center performs many functions, including the prevention and treatment of disease and the education of health professionals and patients. The furtherance of clinical research in these varied activities must be conducted with an overriding concern for our patients and the recognition of their dignity as human beings.

Patient Rights

  • You have a right to receive safe, considerate and respectful care.
  • You have the right to receive care in a safe setting. 
  • You have the right to be free from neglect; exploitation; corporal punishment; and verbal, mental, physical and sexual abuse.
  • You have the right to be free from restraint or seclusion, of any form, that is imposed as a means of coercion, discipline, convenience or retaliation by staff.
  • You have the right to keep and use personal clothing and possessions, unless this infringes on others' rights or is medically or therapeutically contraindicated.
  • You have a right to receive medical treatment, regardless of age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation and gender identity or expression or the source of payment for your care.
  • You have the right to be well-informed about your illness, possible treatments and likely outcome and to discuss this information with your care providers.
  •  You have the right to expect quick response to reports of pain.
  • You have the right to receive information in a manner that meets your individual needs.
  • You have the right to ask your physicians, nurses and other caregivers questions about the care you receive.
  • You have the right to obtain the name, position and professional relationship of all individuals who are treating you.
  • You have the right to receive visitors as designated by you; as well as the right to deny any or all visitors. You also have the right to be informed of any restrictions/limitations that are placed on your visitation rights; these limitations/restrictions may be made by the hospital in order to protect your health and safety of all patients. The hospital does not restrict, limit or deny visitation privileges on the basis of race color, national origin, religion, sex, gender identity, sexual orientation or disability.
  • You have a right to have a family member, domestic partner, friend or other individual to be present with you for emotional support during your hospital stay.
  • You have the right to have a family memeber or representative of your choice and your physician notified promptly of your admission to the  hospital.
  • You have the right to have an ethics consultation without charge to review the plan of care and to discuss your rights or to attempt to settle ethical disagreements or conflicts with health professionals.
  • You have the right to have an advance directive, such as a living will or durable power of attorney for health care. These documents express your choices about your future care or name someone to decide if you cannot speak for yourself.  
  • You have the right to refuse any care, treatment, or services to the extent permitted by law, and to be informed of the medical consequences of your refusal.
  • You have the right to give or withhold informed consent to produce or use recordings, films, or other images for the purposes other than medical care.
  • You have the right, to the extent permitted by law, to leave the medical center against your physician's advice. 
  • You have the right to reasonable privacy and confidentiality concerning your medical care and the communications and records pertaining to it. Third party payors, medical care review committees and authorized medical center personnel and medical staff may have access to your records.
  • You have the right to expect that treatment records are confidential unless you have given permission to give out information, or reporting is required or permitted by law. When the medical center releases records to others, such as insurers, it emphasizes that the records are confidential.
  • You have a right to expect that within its capacity, the medical center will provide a reasonable response to requests for its services.
  • You have the right to obtain information concerning the relationship of the medical center with other health care and educational institutions insofar as your care is concerned.
  • You have the right to be involved in the decision making process related to your care. (Parents/guardians of children or adolescents have the right to be involved on behalf of their children with limited exceptions.)
  • You have a right to be advised if any portion of your care or treatment program is a part of any experimental or research program.
  • You have a right to refuse to participate in any experimental or research program.
  • You have the right to review your medical records and to have the information explained to you.
  • You have the right to be told of realistic care alternatives when medical center care is no longer appropriate.
  • You have the right to request the opinion of a consultant.
  • You have a right to obtain information about the medical center's teaching and education programs. You may elect to refuse to participate in all or any part of these programs.
  • You have a right to see your medical center bill and have it explained to you.
  • You have a right to inquire about financial assistance in paying your bill or filing insurance forms.
  • You have a right to know what medical center rules and regulations apply to your conduct as a patient.
  • You have the right to freely voice complaints and recommend changes freely without being subject to coercion, discrimination, reprisal, or unreasonable interruption in care. If you have a complaint that cannot be resolved by the staff providing your care, you may contact Memorial Medical Center (MMC) Customer Service at 217-788-3497.
  • You have the right to file a grievance with Customer Service. If you choose not to pursue a grievance with MMC, you may contact one of the following: 

The Joint Commission

Online: www.jointcommission.org
E-mail: patientsafetyreport@jointcommission.org
Fax: 630-792-5636
Mail: Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Illinois Department of Public Health

Online: www.dph.illinois.gov
Phone: 1-800-252-4343
TTY: 1-800-547-0466
Fax: 327-524-8885
Mail: Illinois Department of Public Health
Office of Health Care Regulation
Central Complaint Registry
525 W. Jefferson St. Ground Floor
Springfield, IL 62761-0001

KEPRO Quality Improvement Organization

(for Medicare beneficiaries only)

Online: www.keproqio.com
E-mail: beneficiary.complaints@hcqis.org
Phone: 1-855-408-8557
TTY: 1-855-843-4776
Fax: 844-834-7130
Mail: KEPRO
5201 West Kennedy Boulevard, Suite 900
Tampa, FL 33609
Attention: Beneficiary Complaints

Patient Responsibilities

In providing for our patients, the physicians and medical center staff recognize that the most effective results are obtained when the patient and health care team can work together as partners. As a patient, you will be expected, within the limits of your abilities, to assume a share of the responsibility for your health care.

  • You have a responsibility to provide information about illnesses, hospitalizations, medications and other matters related to your health, both past and present.
  • You have a responsibility to cooperate with all personnel assigned to care for you and to ask questions if you do not understand any directions which they may give you.
  • You have a responsibility, both personally and on behalf of your visitors, to be considerate of other patients, particularly with regard to noise, smoking and the number of visitors who may come to see you.
  • You have a responsibility to keep any appointments connected with your care or treatment and to notify the appropriate parties in advance when they cannot be kept.
  • You have a responsibility to be prompt in the payment of your medical center bills, to provide the information necessary for insurance processing and to ask in a timely manner any questions you may have concerning the charges.
  • You have a responsibility to be respectful of others and the property of both others and the medical center.
  • You have a responsibility to abide by medical center rules and regulations and to see that your visitors do likewise.
  • You have a responsibility to aid the health care professionals in their efforts to return you to health by following their instructions.