Westchester Community Health Center

formerly Mount Vernon Neighborhood Health Center

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Home | For Patients | Patient Rights & Responsibilities

Care with compassion and respect.

We strive to provide care with dignity and transparency to all our patients. Our patient rights and standards of care are outlined in our Patient Bill of Rights which we post throughout all our Centers. If you have any questions or concerns about patient rights or your treatment as our patient, please contact Patient Advocate Program Director, Clecy Cesario, at (914) 669-7200, ext. 8018, or at patientadvocacy@wchchealth.org.

Our patient rights are outlined in our Patient Bill of Rights posted throughout our centers.

OUR PATIENT BILL OF RIGHTS

As a patient at our Healthcare Center, you have the right, consistent with law, to:

  1. Be treated and receive care with dignity and respect, with consideration for your cultural and personal values, beliefs, and preferences.
  2. Expect the organization to respect your right to privacy and confidentiality in all aspects of your care, including treatment and effective communication.
  3. Receive services without discrimination to age, gender, race, color, sexual orientation, religion, marital status, or ability to pay.
  4. Be informed of the services available at the Health Center and the provision for off-hours emergency coverage.
  5. Information regarding charges for services, eligibility for third-party reimbursements, receive an itemized copy of your account upon request and, when applicable, be informed of the availability of free or reduced-cost care.
  6. Obtain from your physician complete current information concerning your diagnosis, treatment, and prognosis in terms you can be reasonably expected to understand.
  7. Expect a quick response to reports of pain.
  8. Receive from your physician the information necessary to give informed consent prior to the start of any non-emergency procedure or treatment or both. Informed consent shall include at a minimum, information concerning the specific procedure, the reasonably foreseeable risks involved, and alternatives for care or treatment in a manner permitting you to make a knowledgeable decision.
  9. Refuse treatment, to the extent permitted by law, be informed of the medical consequences of your action, and refuse to participate in experimental research.
  10. Access to your medical records within 10 days of request.
  11. Approve or refuse the release or disclosure of your medical record to any healthcare practitioner, and/or healthcare facility except as required by law or third-party payment contract.
  12. Voice grievances and recommend changes in policies and services to the Center’s staff, the operator, and the New York State Department of Health without fear of reprisal.
  13. Express complaints about the care and services provided and have the Center investigate such complaints.
  14. Expect a response to complaints/grievances by the Center within 30 days regarding the outcome, and be informed that if you are not satisfied with the Center’s response, you may file a complaint with the New York State Office of Health System Management at (914) 632-3701, call the hotline at (800) 804-5447, or contact The Joint Commission at (800) 994-6610.

Updated February 2025

PATIENT RESPONSIBILITIES AND CODE OF CONDUCT

Westchester Community Health Center (WCHC) is committed to respecting the equality and dignity of all patients, regardless of financial ability to pay and/or insurance coverage. We provide comprehensive, high-quality health services in an atmosphere of compassionate care, dignity and respect. As both innovators and advocates, WCHC strives to promote and protect the health and well-being of our clients, patients, and members of the surrounding community.

To accomplish this, WCHC fosters a safe, welcoming, and supportive environment for everyone. All WCHC patients, family members, and visitors are expected to:

  • Treat others with kindness, respect, and empathy by being considerate to other patients, visitors, staff and WCHC property.
  • Respect the privacy of others and adhere to applicable privacy laws including HIPAA, by not discussing or sharing personal health information without consent.
  • Share accurate and complete health information, including your past medical history and current medications.
  • Ask questions, seek clarification, and actively participate in decisions about your care.
  • Follow the recommended treatment plan, which may include taking prescribed medications, making lifestyle changes, and practicing self-care.
  • Notify your care team if you have any questions, experience changes in your condition, or cannot follow the plan.
  • If you do not follow your plan of care, treatment, or services, then you acknowledge and accept your share of responsibility for the outcomes of your care, treatment, or services.
  • Arrive on time for your appointments or notify the Center at least 24 hours in advance if you need to reschedule or cancel.
  • Provide accurate insurance and payment information and contact the Financial Office if you need assistance.
  • Adhere to all WCHC guidelines, including infection control protocols, mask requirements, and other applicable laws.

Unacceptable Behavior(s)

  • Engaging in violent acts or making threats of violence towards others.
  • Bringing weapons, drugs, or alcohol onto WCHC property.
  • Discriminating against or harassing others based on race, ethnicity, national origin, gender, sexual orientation, disability, religion, or other protected status.
  • Using offensive, threatening, sexually inappropriate, or disruptive language or behavior.
  • Disrupting care, operations, or the comfort of others.
  • Recording or photographing in non-public areas of the health center without authorization.
  • Damaging or defacing WCHC property.
  • Smoking or vaping within 30 feet of WCHC buildings and vehicles.

Violations of the Code of Conduct may result in temporary removal from the facility to ensure a safe and respectful environment.