Presence Health

You are a Partner in Your Care

At Presence Health, we see our patients as partners in health care; informed about and involved in their treatment. The following rights and responsibilities are intended to foster our patients’ dignity, autonomy, and involvement in their own care. They reflect our Mission and Values as an institution promoting God’s healing presence.


Patient-Centered Care

You have the right to…

  • Receive considerate, respectful, and quality medical care that respects your culture, beliefs, preferences, and spiritual and personal values. Presence Health provides a community of caregivers who welcome, respect, and serve all people regardless of age, race, ethnicity, religion, culture, language, physical or mental disability, socio­economic status, sex, sexual orientation, gender orientation or expression, or veteran status.
  • Treatment, evaluations, and referrals as needed. If we are unable to meet your needs or if you request a transfer, we will assist in transferring your care.
  • Receive visitors of your choosing including a spouse, domestic partner, including a same sex domestic partner, another family member, or a friend.
  • Have a family member, friend, or other individual present with you for emotional support.
  • Access religious and other spiritual services, request an ethics consultation, and speak with a patient advocate.
  • Have your end­of­life care decisions addressed by the hospital and support for you and your family related to dying and grief.


Participate in Treatment

You have the right to…

  • Be involved in making informed decisions about your care, treatment and services, including the right to have your own physician promptly notified of your admission to the hospital.
  • Know the names of the physicians who are caring for you and the professional status of others providing your care.
  • Information about your diagnosis, prognosis, and treatment options, risks, benefits, and alternatives, so that you will be able to make an informed decision about your care. Generally, you have the right to consent to or refuse treatment, including maintaining or stopping life­support care. Should you refuse treatment, you have the right to information about the consequences of refusing care.
  • Select a surrogate decision maker in case you cannot make decisions for yourself. The hospital will respect the surrogate’s decisions on your behalf.
  • Information about advance directives. We can assist you in preparing an advance directive if you would like.
  • Information provided by your physician about unanticipated outcomes of care.
  • Information and a full explanation about proposed medical research studies or trials.
  • Examine and receive an explanation of your bill regardless of your source of payment.
  • Communicate complaints or grievances, regarding your care to your physician, nurse, nurse team member, consumer advocate, or hospital management administrator, without being subject to coercion, discrimination, reprisal, or unreasonable interruption of care.


Comfort and Safety

You have the right to…

  • Have your pain assessed and to be involved in decisions about managing your pain.
  • A safe environment that is free from all forms of abuse, neglect, harassment, and /or exploitation and access to protective and advocacy services, including notifying government agencies of neglect or abuse.
  • Be free from restraint or seclusion of any form if not required for the safety and wellbeing of you and others.


Privacy and Confidentiality

You have the right to…

  • Personal privacy in discussions, consultations, examinations, and treatments, to the extent possible. Read more in our patient privacy policy.
  • To refuse or restrict visitors.
  • Privacy of your health information. Your medical record is confidential and we will not disclose it to third parties without your consent except as in accordance with applicable law. Only you or your legally designated representative may access your medical record. See our privacy policies at patient privacy policy


Non-Discrimination and Accessibility

Presence Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, religion, age, disability, or sex, sexual orientation or gender identity.  Presence Health does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.

You have the right to…

  • Convenient off-street parking designated specifically for disabled persons
  • Curb cuts and ramps between parking areas and buildings
  • Level access into first floor level with elevator access to all other floors
  • Fully accessible offices, meeting rooms, bathrooms, public waiting areas, cafeteria, patient treatment areas, including examining rooms and patient rooms
  • A full-range of assistive and communication aids if you are limited English proficient, deaf, hard of hearing, blind or with other sensory impairment.  There is no additional charge for such aids.  Some of these aids include:
    • Qualified sign language interpreters for persons who are deaf or hard of hearing
    • 24 hour telecommunication device (TTY/TDD) which can connect the caller to all extensions within the facility and/or portable (TTY/TDD) units, for use by persons who are deaf, hard of hearing or speech impaired
    • Readers for the blind and visually impaired
    • Flash cards, alphabet boards and other communication boards
    • Assistive devices for persons with impaired manual skills
    • Free language services if your primary language is not English, such as: qualified interpreters and information written in other languages
    • If you require any of the aids listed above, please inform the caregiver working with you.


Patient Responsibilities

To help us provide you with high quality care, we ask that you:

  • Provide accurate and complete information about your medical history, including information about past illnesses, hospitalizations, and medication history.
  • Provide copies of any advance directives you may have.
  • Ask questions or let your healthcare team know when you do not understand the treatment or care instructions.
  • Follow instructions, policies, and rules in the hospital. They are there to ensure quality care for you and a safe environment for all individuals in the hospital.
  • Interact respectfully with health care professionals, visitors, and other patients.
  • Meet your financial commitment by providing information about insurance or other payment sources.


For Inquiries, Complaints, Concerns and Suggestions:

Consistent with our mission and in compliance with the law, Presence Health provides all patients the right to voice concerns about any aspect of their care and provides a process for promptly addressing complaints and grievances. If at any time you have questions about your care, treatment, or services, please feel free to contact a member of your care team during your stay or by contacting our customer relations/patient advocate office at:

Presence Saint Joseph Medical Center 815.725.7133 ext. 7141

Presence Saint Joseph Hospital, Elgin


Presence Mercy Medical Center


Presence Holy Family Medical Center


Presence Resurrection Medical Center


Presence Saint Francis Hospital


Presence Saint Joseph Hospital, Chicago


Presence Saint Mary & Elizabeth Medical Center



The Joint Commission

As part of our commitment to providing excellent care, we seek accreditation from The Joint Commission (TJC). The Joint   Commission conducts unscheduled inspections to determine our compliance with standards that they set for quality, patient safety, and the safety of the environment. If you feel, for any reason, that we have not met this goal during your stay, we encourage you to let us know by contacting any member of your care team during your stay.

In addition, you may contact the U.S. Department of Health and Human Services, The Joint Commission or the Illinois Department of Public Health directly to express your concerns.

U.S. Department of Health and Human Services, Office for Civil Rights
200 Independence Avenue SW, Room 509F
HHH Building
Washington, DC 20201
800.368.1019, 800.537.7697 (TDD)
Electronically through the Office for Civil Rights Complaint Portal, available at
Complaint forms are available at


The Joint Commission, Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
800.994.6610 Phone
630.792.5636 Fax


Illinois Department of Public Health, Office of Health Care Regulations
525 W. Jefferson
Springfield, IL 62761
217.782­.4977 or 312.814.2793
TTY 800.547.0466

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