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Patient Bill of Rights


Fletcher Allen is committed to giving you the best care while respecting your rights - consistent with Vermont laws that give patients specific legal rights -when you’re at Fletcher Allen:

  • We will treat you with consideration and respect.
  • An attending physician will coordinate your care from admission through discharge.  He or she will explain your diagnosis, possible treatment, expected outcomes, and continuing health care needs to you or, if that is not possible, to a family member or person close to you.
  • Except in emergencies, we will treat you only if you give us your permission.  We will give you the information necessary to make an informed decision.
  • You have the right to refuse treatment, except in exceptional circumstances.
  • We will respect your privacy.  You can always have another person present during an examination. 
  • You can wear your own clothes, except when they interfere with your medical care.
  • Your medical information will be kept confidential.  In general, we will only share it with others if you give us permission or as otherwise permitted by law.
  • The people taking care of you will tell you who they are and what they do.
  • We will ask your permission if any part of your care involves research.  You can always say no.
  • We will use restraints or seclusion only if they are necessary to ensure physical safety, and if no less restrictive intervention is possible.
  • Family and friends are an important part of your recovery, and visiting hours are usually flexible.  For children and dying patients, families may visit any time.
  • We will provide an interpreter if you have any difficulty hearing, speaking or understanding English.
  • We will treat your pain promptly and professionally.
  • We will tell you about any hospice and palliative care services that may be available.
  • We will post the number of nursing staff working on your unit.  We will also post the number of patients there.
  • You will have access to our resources, including ethics and palliative care consultations, if you need help in any way, including making difficult health care decisions. 
  • Your hospital bill will be understandable and specific.

As a patient, we need your help to make sure you get the best care possible.  We ask that you:

  • Give us the information we need to give you the care you need. 
  • Be an active partner in your care. 
  • Ask your doctor or other health care professional if you have questions or concerns about your care.  If you don’t understand, ask again. 
  • Keep your appointments, or phone us if you can’t.
  • Be considerate of other patients and visitors at all times.

If you have any questions about your rights and responsibilities, ask your physician, nurse, social worker, case manager, or other hospital representative.

Questions and Complaints

If you have questions or complaints about your stay, please contact our Office of Patient and Family Advocacy.  They will listen to your concerns and work with you to address them.  

Office of Patient and Family Advocacy
Fletcher Allen Health Care
111 Colchester Avenue
Burlington, VT  05401
802-847-3500

In addition, you can always call the following agencies for assistance:

Vermont Board of Medical Practice                                     
(Concerns about physicians)
Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT  05402-0070
802-657-4220 or toll-free 800-745-7371

Vermont State Board of Nursing 
(Concerns about nurses)
Secretary of State’s Office
National Life Building – North Floor 2
Montpelier, VT  05620
802-828-2396

Vermont Secretary of State                                    
Office of Professional Regulation
(Concerns about licensed health care professionals other than physicians or nurses)               
National Life Building – North Floor 2
Montpelier, VT  05620
802-828-1505

Vermont Board of Health                                                                
(Hospital complaints)
Vermont Department of Health
108 Cherry Street, P.O. Box 70
Burlington, VT  05402-0070
Toll-free 800-464-4343

Vermont Department of Disabilities, Aging & Independent Living                                     
(Hospital complaints and reports of abuse of vulnerable adults)                                 
Division of Licensing & Protection
103 South Main Street – Weeks Building
Waterbury, VT   05671-1601
Toll-free 800-564-1612

The Joint Commission                                                 
(Concerns about quality or safety)
One Renaissance Boulevard
Oakbrook Terrace, IL  60181
Toll-free 800-994-6610

Other Resources

Fletcher Allen has many resources available to help you and your family.  Our main telephone number is 802-847-0000.  You can also call individual departments for help:

Advance directives
(including living wills and durable powers of attorney for health care)Call the Department of Case Management & Social Work at 802-847-3553

Clinical ethics consultations
Call the operator at 802-847-0000 and ask them to page the Clinical Ethics Consultation Service

Medical records (Health information) at Fletcher Allen
Contact your attending physician or call the Health Information Management Department at 802-847-2846

Nurse staffing and patient census information
Ask at the nursing station on your unit or call 802-847-7999

Concerns about patient abuse
Call the Department of Case Management & Social Work at 802-847-3553

Interpreter services
Call the Department of Case Management & Social Work at 802-847-3553

General concerns about care
Call the Office of Patient & Family Advocacy at 802-847-3500

Financial assistance or questions about bills
Call 802-847-8000 or toll-free 800-639-2719

If you would like a complete copy of Vermont’s laws on hospital patients’ rights, more detailed information about any of your rights or responsibilities under Fletcher Allen’s policies, or more information about our services or resources, please visit our web site at www.fletcherallen.org/patientrights or call the Department of Patient and Family Advocacy at 802-847-3500.