Patient Rights and How to Raise a Concern

Every patient at Pontiac General Hospital has rights protected by federal law and by the Michigan Mental Health Code. We give each patient, or the patient’s legal representative, a written summary of these rights at admission, in a language and format they can understand. This page summarizes those rights and explains how to raise a concern.

Your rights as a hospital patient

Under the Medicare Conditions of Participation for hospitals (42 CFR 482.13), you have the right to:

Be informed of your rights before care is provided or discontinued, in a way you can understand.
Participate in developing and carrying out your plan of care, including your discharge plan.
Make informed decisions about your care, including the right to refuse treatment to the extent permitted by law.
Formulate advance directives and have hospital staff follow them.
Have a family member or representative of your choice, and your own physician, notified promptly of your admission.
Personal privacy and care in a safe setting.
Be free from all forms of abuse, neglect, harassment and exploitation.
Confidentiality of your clinical records, and access to your records within a reasonable time.
Be free from restraint or seclusion of any form imposed as a means of coercion, discipline, convenience or retaliation by staff. Restraint or seclusion may be used only to ensure immediate physical safety and must be discontinued at the earliest possible time.
Receive visitors whom you designate, subject to clinically necessary or reasonable restrictions, without discrimination.
File a grievance and receive a written response.

Michigan Recipient Rights

As a psychiatric hospital licensed in Michigan, Pontiac General Hospital maintains an Office of Recipient Rights as required by the Michigan Mental Health Code (MCL 330.1755). Every recipient of mental health services in Michigan has rights under Chapter 7 of the Code, including the right to be treated with dignity and respect, the right to a safe, sanitary and humane treatment environment, the right to be free from abuse and neglect, and the right to file a complaint with the Office of Recipient Rights at any time.

Office of Recipient Rights, Pontiac General Hospital
461 W. Huron St., Pontiac, MI 48341
Phone: 248-857-7350
Fax: 248-857-6762

The office will investigate your complaint and respond to you in writing. You may also contact the Michigan Department of Health and Human Services, Office of Recipient Rights. The MDHHS booklet Your Rights When Receiving Mental Health Services in Michigan is available in English, Spanish and Arabic at michigan.gov/mdhhs.

How to raise a concern or file a grievance

If you have concerns about patient safety or the quality of care at Pontiac General Hospital, we want to hear from you. Raising a concern will not affect your care.

Call: (248) 253-2322
Email: compliance@pontiacgeneral.com
Mail: Attn: Grievance Department, Pontiac General Hospital, 461 W. Huron St., Pontiac, MI 48341

Reporting a concern to The Joint Commission

Pontiac General Hospital is accredited by The Joint Commission. Anyone who has concerns about the safety or quality of care provided in the hospital may report those concerns directly to The Joint Commission. Reports may be made anonymously, and the hospital will not take any disciplinary or punitive action against anyone who reports a concern.

Online: www.jointcommission.org, using the “Report a Patient Safety Event” link
Fax: 630-792-5636
Mail: Office of Quality and Patient Safety, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181

Reporting a concern to the State of Michigan

Complaints about a licensed health facility may also be made to the Michigan Department of Licensing and Regulatory Affairs (LARA), Bureau of Community and Health Systems, Health Facility Complaint line: 800-882-6006, or online at michigan.gov/lara.

If you are in crisis

If you or someone you know is in crisis, call or text 988 (Suicide & Crisis Lifeline), available 24 hours a day, 7 days a week, free and confidential, or chat at 988lifeline.org. In a medical emergency, call 911.