Online Bill Pay
Patients & Visitors

Patient Rights & Responsibilities

Patient rights

Your hospital stay will be more successful if you know what to expect. That's why we have a Patient's Bill of Rights, approved by our Board of Trustees. This is our pledge that your care will be delivered with dignity and respect. As a patient, you have the right:

The Patient Bill of Rights

  • To receive care no matter what your race, color, religion, sex, or income level.
  • To be treated with respect.
  • To know the name of the doctor treating you and to be kept informed about your health and future health.
  • To be informed about all the positive and negative things that can happen during a test or procedure. You have the right to accept or refuse a test or procedure after it has been explained to you. You also have the right to know the name of the person doing the test or procedure.
  • To refuse any and all medical care and to be informed about what could happen if you refuse that medical care.
  • To be informed about Yale-New Haven Hospital Saint Raphael Campus faith tradition and healthcare mission and to expect that the hospital will respond to your requests for services that are in keeping with hospital's religious beliefs.
  • To expect all aspects of your medical care to be kept private.
  • To expect your records, electronic and written, to be kept private.
  • To be informed about any relationship between Yale-New Haven Hospital Saint Raphael Campus and other healthcare and educational organizations when your care is involved.
  • To receive and study your bill no matter what your source of payment is.
  • To be informed of any and all hospital rules that apply to how you may act as a patient.
  • To complain about your care without fearing that your treatment will be affected. You also have the right to a written response, if you ask for one.
  • To expect that a family member/representative and your doctor will be notified quickly of your admission as an inpatient to the hospital, unless you ask that this not be done. To receive care in a safe environment, free from abuse or harassment.
  • To be informed of your rights in writing.
  • To access an internal grievance process and to be given information about how to complain to an outside agency. The hospital can provide you with addresses and telephone numbers of agencies that you might wish to contact.
  • To all personal communication including phone calls, visitors, and mail, unless your physician feels such communication might not be helpful to your care and recovery. To have reasonable access to your medical records.
  • To adequate pain control.
  • To be free from restraints or isolation to force you to do something or to punish you.
  • To have end of life issues treated with care and sensitivity.
  • To request an autopsy with or without limitations, and to have the autopsy performed at this facility. If you choose to have an autopsy at an unaffiliated institution of your choice it will be at your own expense.
  • To have your rights protected if you choose to take part in a research study or clinical trial.
  • To have pastoral care and spiritual services when you request them.

Your Rights Regarding Visitors

Yale-New Haven Hospital Saint Raphael Campus recognizes how important support from family and friends may be during your hospitalization. Equally important is our patient's ability to rest, receive care and sleep. Our staff will work with you, your family and friends - especially if you're in a semi-private room - to accommodate your preferences in terms of visitors and your need for privacy.

As a patient you have a right to:

  • Designate one or more support people who know your wishes and can speak for you if you are unable to talk. A support person(s) is defined as anyone who supports the patient during the hospital stay.
  • Determine who may or may not visit you and limit visitors based on your preference.
  • Deny having visitors at any time. If you are unable to make that decision, your support person/representative can assume that role.

Unless you tell us your visitor preference, anyone interested in visiting you will be granted visitation. Visitors will not be restricted based on race, color, religion, national origin, sex, gender/sexual orientation or disability.

However, Yale-New Haven Hospital Saint Raphael Campus may impose reasonable restrictions on visitors including when clinically necessary and based on:

  • A court order limiting contact
  • Disruptive behavior on the part of the visitor
  • Infection risk (we respectfully request that visitors be free of symptoms of contagious diseases. Please ask family members/friends experiencing cold/flu symptoms such as fever, runny nose, coughing, or sore throat to refrain from visiting.
  • Patient care needs for you or your roommate (in a semi-private room) that would be compromised by visitors
  • Patient rest needs - particularly in a semi-private room. To provide a quiet environment, we ask that patients limit the number of simultaneous visitors to no more than 2 at any time.

Your health and the health of all our patients and staff is our highest priority. Please speak with your nurse or Patient Relations at 203-789-3508 if you have any questions on our visitation policy.


Patient responsibilities

If we work together for the common goal of your good health, we can make your stay a satisfying one. To help us help you:

  • Provide accurate and complete information about past illnesses, hospitalizations, medications and other matters relating to your health.
  • Cooperate with all the hospital personnel caring for you, and feel free to ask questions if you do not understand any directions or information given to you.
  • Help your doctors, nurses and others who provide your care by following their instructions and being responsible for your actions if you refuse treatment or don't follow instructions.
  • Be considerate of other patients, and see that your visitors are considerate as well. Too many visitors or too much noise may be troublesome to other patients.
  • Keep appointments or call the hospital when you can't keep an appointment.
  • Respect other people and their property, as well as hospital property.
  • Follow hospital rules and regulations and be sure that your visitors do the same.
  • Take reasonable measures to protect your personal belongings and to cooperate with hospital personnel in providing such protection. Please leave your valuables at home or send them home with a family member. During transfers from room to room items can get misplaced. If you find it necessary to keep an item with you at the hospital, please ask your nurse to secure it in the hospital safe.
  • Maintain the treatment recommended by your doctor and notify him or her of any changes after you leave the hospital.
  • Pay your hospital bills promptly and provide the necessary information for insurance processing. Ask any questions you may have concerning the bill.
  • If you bring any item requiring use of electricity, please inform your nurse so that someone from our Engineering Department can check it to make sure it is working properly.

Grievance process

If you are not satisfied with the care you receive at Yale-New Haven Hospital Saint Raphael Campus, you are entitled to express this concern through the hospital's grievance process. As stated in the Patient Bill of Rights, you have the right to a written response to your complaint if you request one. If this written response does not adequately address your concern, your nurse or the Patient Relations Department (203-789-3508) can provide you with information on who to contact, including name, address and telephone numbers, to file a formal grievance, whether that is an internal department or an outside agency. You may also contact these agencies to file a complaint or grievance:

Complaint/Compliance Unit
Division of Health Systems Regulation
Connecticut Department of Public Health
410 Capitol Ave. MS#12HSR
Hartford, CT 06134-0308

Office of Quality Monitoring
Joint Commission on Accreditation of healthcare Organizations
1 Renaissance Boulevard
Oakbrook Terrace, IL 60181
800.994.6610  or email:

Yale School of Medicine
Best Hospitals 2012-2013

Video Library

Video Library