Because Mercy Hospital cares, we invite you to share your concerns and feedback regarding your experience. We welcome any comments or suggestions you have that would help us improve the quality of healthcare we provide to those in need.
For your convenience, please leave a confidential voicemail with our Patient Experience Team at 330.458.4234.
Find patient forms, which are available for you to download and print.
Patient Rights Responsibilities
At Mercy Hospital, we believe in a patient’s rights. Patients are responsible for decisions regarding their health care unless they are not able to make these decisions. At that time, a person chosen by the patient, would be consulted.
Mercy Hospital supports the following patient’s rights:
- Reasonable access to care.
- Written notice of your rights as early as possible.
- The right to compliment or to complain about services received.
- Participation and contribution to your plan of care.
- Informed consent (after being advised of the risks, benefits, and alternatives) before receiving treatments, procedures, blood or blood products, anesthesia or sedation.
- Complete information regarding your status (e.g. diagnosis, treatment and prognosis) in terms you can understand.
- The right to refuse care and receive information on the expected consequences of refusal of care.
- The right to refuse to participate in the required activities of daily living that may be therapeutic in nature.
- The right to initiate advance directives and have the staff and physicians honor these directives.
- The right to have a family member or representative notified upon admission to the hospital.
- Care that respects personal, psychological, cultural and spiritual beliefs.
- Respectful, compassionate care at the end of life.
- Care in a safe setting.
- Personal privacy.
- Care that is free from abuse or harassment.
- Right to be addressed in a civil and courteous manner.
- Right to know the names and roles of all persons involved in your care.
- Confidentiality of your medical record information.
- Information from your medical record within a reasonable time frame.
- Freedom from restraints of any kind that are not medically necessary.
- Timely clinical attention, including appropriate pain management.
- Information about pain and pain relief.
- A response from your doctor or nurse when you report pain.
- Assistance with physical disabilities and limitations.
- Ability to communicate with people outside of the hospital. Any communication restrictions are made with your consent, or your representative if appropriate.
- An interpreter for non-English speaking patients or those with other special communication needs.
- The right to be advised of the expected benefits of research, investigation and clinical trial projects, as well as, the potential discomforts and risks of alternative services.
- The right to refuse participation in research, investigation, and clinical trial projects. Your refusal will not compromise access to other services.
- Access to adult and child protective services.
- Access to assistance in domestic violence situations.
- Information of care you will need after discharge.
- The right to help prepare a discharge plan.
- Your choice of provider to continue care after discharge.
- The right to receive an explanation of your bill.
- The right to make a decision regarding organ and tissue donation.
- The right to consult the Ethics Committee.
- The Ohio Department of Health hotline number for complaintsis 1-800-342-0553.
The Ethics Committee
The Ethics Committee members are a team of healthcare professionals who provide a multi-disciplinary approach to all issues brought to the committee for attention.
Issues Where Ethics Committee Members May Be Helpful:
- Do Not Resuscitate (DNR) orders/protocol
- Informed consent
- Patient’s rights regarding treatment
- Appropriateness of withholding or withdrawing life support systems
- Implementation of the Durable Power of Attorney or Living Will
- Confidentiality/Patient Privacy and other patients’ rights issues
- Organ donation/procurement
- Nutrition and Hydration
- Blood Transfusion
Who Can Ask for an Ethics Consult?
The patient, family members or representative, doctor or any of the staff may ask for a consultation with persons from the Ethics Committee.
How Can a Member of the Ethics Committee be Reached?
Ask your doctor, nurse or any other staff member involved in your care. This person will call a member of the Ethics Committee. Members of the Ethics Committee are available to provide information regarding health care decisions, talk about concerns and be a support for the patient, family, physician or other caregivers.
- Follow the doctors’ orders and your treatment plan.
- Give correct and complete facts about your treatment and about how you are feeling.
- Ask questions when you don’t understand information or instructions given.
- Discuss pain relief choices with your doctor or nurse.
- Ask for pain relief as soon as the pain begins.
- Tell the doctors and nurses about any pain that won’t go away.
- Be responsible for your actions if you refuse treatment or if you do not follow the doctor’s orders and your treatment plan.
- Take care of hospital property and the belongings of others.
- Keep all personal items properly stored.
- Follow the rules about safety and infection control.
- Respect the privacy of staff and other patients.
- Respect the need for quiet in the hospital.
- Keep visitors to a reasonable number of people.
- Give correct information regarding your health insurance.
To make the necessary arrangements for payment of services provided.
These beliefs are in addition to, and do not take the place of, rights accorded patients under Chapter 5122 of the Ohio Revised Code. These beliefs are guidelines and are not meant to replace the standard of care of patients at the hospital.
Code of Ethical Behavior
Mercy Hospital has the responsibility to the patients and to the community it serves to conduct patient care and all other business within a consistent ethical framework as defined by its mission, values and related policies.
Such ethical practices include, but are not limited to, all areas of patient rights, billing practices, admission, transfer and discharge practices, and avoidance of conflict of interest in contractual relationships.
Mercy Hospital respects each individual’s right to personal privacy. We will collect and use information through our website only in the ways disclosed in this statement. This policy applies solely to activity at and information collected by Mercy Hospital’s website.
This policy describes rights retained by Mercy Hospital in regard to content (Rights Information), and covers how Mercy Hospital treats personal information that we collect and receive, including that related to your past use of our products and services (Privacy Information). Personal information is information about you that is personally identifiable like your name, address, email address, or phone number, and that is not otherwise publicly available.
This policy does not apply to the practices of companies that Mercy Hospital does not own or control, or to people that Mercy Hospital does not employ or manage. In addition, certain associated companies have their own privacy statements that can be viewed by at their individual websites.
Further, this policy describes specific rights retained by Mercy Hospital for copyrighted materials and other intellectual properties contained within this site with regard to their protection.
Mercy Hospital Rights
Mercy Hospital provides access to this site free of charge to provide information about Mercy Hospital, its capabilities, products and services.
Copyright of all material on this site is owned by Mercy Hospital or its clients; copyright in the compilation of all materials on this site is owned by Mercy Hospital. © 2008 Mercy Medical Center. All rights reserved.
No materials on this site may be reproduced, altered or further distributed without Mercy Hospital’s prior written permission.
All trade names, trademarks, service marks, logos and trade styles on this site are owned by Mercy Hospital or its clients. Proper use is limited to use in connection with the products and services of the mark owner and no other use is permitted without the owner’s prior written permission.
In order to improve our business, Mercy Hospital may buy or sell a company, or one or more of the companies in our corporate family may merge with or be acquired by another company. If we sell a business, we would probably transfer some or all of your information as a part of the sale, in order that the service being provided to you may continue. In that event, you will receive notice, through our Web site, of that change in control and practices, and we will make reasonable efforts to ensure that the purchaser honors any opt-out requests you might make of us.
We may also release information when we believe it is necessary and appropriate to comply with applicable laws or to protect the rights, property or safety of Mercy Hospital, our employees, customers, website visitors, or others.
It is the policy of Mercy Hospital not to accept or consider any kind of unsolicited creative, production-related ideas or other materials of related to our products or services.
We will not consider unsolicited suggestions or ideas because of the potential misunderstandings that may result. Please do not send any such materials for any reason.
If you submit ideas or other materials of any kind, please be advised that all such remarks, suggestions, ideas, graphics, or other information submitted to Mercy Hospital will become our permanent property. We will not be required to treat any unsolicited submission as confidential, and will not be liable for any use of it inside or outside of Mercy Hospital, and will not incur any liability as a result of any similarities that may appear in future Mercy Hospital projects, products, or improvements.
Without limitation, Mercy Hospital will have exclusive ownership of all present and future existing rights to any and all unsolicited submissions of any kind, and will be entitled to use the said materials for any purpose without compensation to any other person creating or sending said materials.
General information collection
We collect information and use it to keep you informed about Mercy Hospital and to make your visit to our site as useful and informative as possible.
We are committed to safeguarding all personally identifiable information we obtain about site visitors, whether internal or external. The only personally identifiable information we collect via electronic mail, or our web site is (1), that which is voluntarily provided by our visitors, and (2), that which is generally found within the user’s browser, for purposes of identification.
Types of information collected
Mercy Hospital collects information through our Web site at several points. We collect the following information about primary visitors: personal address and contact information, education history, job history & experience.
Mercy Hospital does not actively market to children, and we never knowingly ask a child under 13 to divulge personal information.
We collect the following general data that is not personally-identifiable information: browser information, computer operating system platform, and where and when users are browsing. We collect demographic data in order to provide more applicable content for site visitors.
In some cases, we may collect information about you that is not personally identifiable. For example, our Web site may automatically recognize the domain name of the website, or the advertisement, which you clicked-through to reach our site (for example, aol.com, if you are connecting from an America Online account), but not the email address of visitors to our website. The information collected is used solely for internal review and not shared with other organizations for commercial purposes.
Information collection methods
We collect this information through web statistics programs and HTML forms. The information is collected both voluntarily and involuntarily. To receive our products and services, employment information is mandatory to process online job applications. Other information we request is optional.
Information purpose and dissemination
Tracking information is collected and analyzed so that we may improve our service offerings to our users. This tracking information is kept confidential. We will share personally identifiable information about you to other companies or people when one or more of the following conditions apply:
- We have your consent to share the information
- We need to share your information to provide the product or service you have requested
- We need to send the information to companies who work on our behalf to provide a product or service to you. Unless we tell you differently, these companies do not have any right to use the personally identifiable information we provide to them beyond what is necessary to assist us
- We respond to subpoenas, court orders or legal process; or
- We find it necessary to protect and defend our legal rights or property.
In keeping with the Children’s Online Privacy Protection Act, Mercy Hospital does not knowingly collect information from children under the age of 13. Mercy Hospital also will not contact children under age 13 for marketing purposes without a parent’s permission. We also do not ask a child under age 13 for more personal information, as a condition of participation, than is reasonably necessary to participate in a given activity or promotion.
If problems arise, users may contact Mercy Hospital by email, postal mail, or phone. We are committed to resolving disputes within a reasonable.
Data storage and security
Mercy Hospital protects user information with the following security measures: with SSL encryption and other technology and procedures used to protect consumer privacy.
Mercy Hospital takes appropriate security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data.
We restrict access to your personally identifying information to employees who need to know that information in order to operate, develop or improve our services.
Reviewing, updating or removing your information
Links on this site are developed by people over whom Mercy Hospital exercises no control. These other sites may place their own cookies on your computer, collect data or solicit personal information.
Mercy Hospital presents links in a format that enables us to understand whether they have been followed. We provide this information to enhance this site’s usefulness to visitors.
Changes to this policy
If you have any additional questions, contact:
Cleveland Clinic Mercy Hospital
C/O Privacy Officer
1320 Mercy Dr. N.W.
Canton, OH 44708
330.489.1000, ext 2626
These terms shall be governed by and construed in accordance with the laws of the State of Ohio, in the United States of America, regardless of where the user is based. You agree that any action at law or in equity arising out of or relating to these terms shall be filed only in the state or federal courts located in Canton, Ohio, U.S.A., and you hereby consent and submit to the personal jurisdiction of such courts for the purposes of litigating any such action. If any provision of these terms shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these terms and shall not affect the validity and enforceability of any remaining provisions. Mercy Hospital can revise these Terms and Conditions at any time by updating this posting.
Cleveland Clinic Mercy Hospital
C/O Privacy Officer
1320 Mercy Dr. N.W.
Canton, OH 44708
330.489.1000, ext 2626
- The single most important way you can help to prevent errors is to be an active member of your health care team. That means taking part in every decision about your health care. Research shows that patients who are more involved with their care tend to get better results. Some specific tips, based on the latest scientific evidence about what works best, follow.
- Make sure that all of your doctors know about everything you are taking. This includes prescription and over-the-counter medicines, and dietary supplements such as vitamins and herbs. At least once a year, bring all of your medicines and supplements with you to your doctor. “Brown bagging” your medicines can help you and your doctor talk about them and find out if there are any problems. It can also help your doctor keep your records up to date, which can help you get better quality care.
- Make sure your doctor knows about any allergies and adverse reactions you have had to medicines. This can help you avoid getting a medicine that can harm you.
- When your doctor writes you a prescription, make sure you can read it. If you can’t read your doctor’s handwriting, your pharmacist might not be able to either.
- Ask for information about your medicines in terms you can understand-both when your medicines are prescribed and when you receive them. Questions to Ask about Your Medicine:
- What is medicine for?
- How am I supposed to take it, and for how long?
- What side effects are likely?
- What do I do if they occur?
- Is this medicine safe to take with other medicines or dietary supplements I am taking?
- What food, drink, or activities?
- When you pick up your medicine from the pharmacy, ask: Is this the medicine that my doctor prescribed? A study by the Massachusetts College of Pharmacy and Allied Health Sciences found that 88 percent of medicine errors involved the wrong drug or the wrong dose.
- If you have any questions about the directions on your medicine labels, ask. Medicine labels can be hard to understand. For example, ask if “four doses daily” means taking a dose every 6 hours around the clock or just during regular waking hours.
- Ask your pharmacist for the best device to measure your liquid medicine. Also, ask questions if you’re not sure how to use it. Research shows that many people do not understand the right way to measure liquid medicines. For example, many use household teaspoons, which often do not hold a true teaspoon of liquid. Special devices, like marked syringes, help people to measure the right dose. Being told how to use the devices helps even more.
- Ask for written information about the side effects your medicine could cause. If you know what might happen, you will be better prepared if it does-or, if something unexpected happens instead. That way, you can report the problem right away and get help before it gets worse. A study found that written information about medicines could help patients recognize problem side effects and then give that information to their doctor or pharmacist.
- If you have a choice, choose a hospital at which many patients have the procedure or surgery you need. Research shows that patients tend to have better results when they are treated in hospitals that have a great deal of experience with their condition.
- If you are in a hospital, consider asking all health care workers who have direct contact with you whether they have washed their hands. Hand washing is an important way to prevent the spread of infections in hospitals. Yet, it is not done regularly or thoroughly enough. A recent study found that when patients checked whether health care workers washed their hands, the workers washed their hands more often and used more soap.
- When you are being discharged from the hospital, ask your doctor to explain the treatment plan you will use at home. This includes learning about your medicines and finding out when you can get back to your regular activities. Research shows that at discharge time, doctors think their patients understand more than they really do about what they should or should not do when they return home.
If you are having surgery, make sure that you, your doctor, and your surgeon all agree and are clear on exactly what will be done. Doing surgery at the wrong site (for example, operating on the left knee instead of the right) is rare. But even once is too often. The good news is that wrong-site surgery is 100 percent preventable. The American Academy of Orthopedic Surgeons urges its members to sign their initials directly on the site to be operated on before the surgery.
Other Steps You Can Take
- Speak up if you have questions or concerns. You have a right to question anyone who is involved with your care.
- Make sure that someone, such as your personal doctor, is in charge of your care. This is especially important if you have many health problems or are in a hospital.
- Make sure that all health professionals involved in your care have important health information about you. Do not assume that everyone knows everything they need to.
- Ask a family member or friend to be there with you and to be your advocate (someone who can help get things done and speak up for you if you can’t). Even if you think you don’t need help now, you might need it later.
- Know that “more” is not always better. It is a good idea to find out why a test or treatment is needed and how it can help you. You could be better off without it.
- If you have a test, don’t assume that no news is good news. Ask about the results.
- Learn about your condition and treatments by asking your doctor and nurse and by using other reliable sources. For example, treatment recommendations based on the latest scientific evidence are available from the National Guidelines Clearinghouse
- Ask your doctor if your treatment is based on the latest evidence.
The privacy practices described in this Notice will be followed by health care professionals, employees, medical staff, trainees, students, contracted service providers, and volunteers in the clinically integrated health care settings of Mercy Hospital and our offsite health facilities, including Alliance, Carroll County, Lake, Louisville, Jackson, Massillon, North Canton, Plain, Tuscarawas County and St. Paul Square.
Doctors and other caregivers who treat patients at Mercy facilities but who are not employed by us exchange information about you as a patient with other providers and Mercy employees. These health care practitioners may also give you other privacy notices that describe their office practices.
All of these hospitals, doctors, health care providers, entities, facilities, associates and services (referred to as “Mercy” or “we”) may share your health information with each other for reasons of treatment, payment, and health care operations as discussed below.
You have the right to:
- Get a copy of your paper or electronic medical record
- Correct your paper or electronic medical record
- Request confidential communication
- Ask us to limit the information we share
- Get a list of those with whom we’ve shared your information
- Get a copy of this privacy notice
- Choose someone to act for you
- File a complaint if you believe your privacy rights have been violated
You have some choices in the way we use and share information as we:
- Tell family and friends about your condition
- Provide disaster relief
- Include you in a hospital directory
- Provide mental health care
- Market our services and sell your information
- Raise funds
Our Uses and Disclosures
We may use and share your information as we:
- Treat you
- Run our organization
- Bill for your services
- Help with public health and safety issues
- Do research
- Comply with the law
- Respond to organ and tissue donation requests
- Work with a medical examiner or funeral director
- Address workers’ compensation, law enforcement, and other government requests
- Respond to lawsuits and legal actions
When it comes to your health information, you have certain rights. This section explains your rights and some of our responsibilities to help you.
Get an electronic or paper copy of your medical record
You can ask to see or get an electronic or paper copy of your medical record and other health information we have about you. Ask us how to do this.
We will provide a copy or a summary of your health information, usually within 30 days of your request. We may charge a reasonable, cost-based fee.
Your electronic chart is also available for free through our Patient Portal at: https://healthechart.cantonmercy.org.
Ask us to correct your medical record
You can ask us to correct health information about you that you think is incorrect or incomplete. Ask us how to do this.
We may say “no” to your request, but we’ll tell you why in writing within 60 days.
Request confidential communications
You can ask us to contact you in a specific way (for example, home or office phone) or to send mail to a different address.
We will say “yes” to all reasonable requests.
Ask us to limit what we use or share
You can ask us not to use or share certain health information for treatment, payment, or our operations. We are not required to agree to your request, and we may say “no” if it would affect your care.
If you pay for a service or health care item out-of-pocket in full, you can ask us not to share that information for the purpose of payment or our operations with your health insurer. We will say “yes” unless a law requires us to share that information.
Get a list of those with whom we’ve shared information
You can ask for a list (accounting) of the times we’ve shared your health information for six years prior to the date you ask, who we shared it with, and why.
In accordance with HITECH, EMR disclosures for payment and operations for the past three years will be included in the accounting.
We will include all the disclosures except for those about treatment, payment, and health care operations, and certain other disclosures (such as any you asked us to make). We’ll provide one accounting a year for free but will charge a reasonable, cost-based fee if you ask for another one within 12 months.
Get a copy of this privacy notice
You can ask for a paper copy of this notice at any time, even if you have agreed to receive the notice electronically. We will provide you with a paper copy promptly.
Choose someone to act for you
If you have given someone medical power of attorney or if someone is your legal guardian, that person can exercise your rights and make choices about your health information.
We will make sure the person has this authority and can act for you before we take any action.
File a complaint if you feel your rights are violated
You can complain if you feel we have violated your rights by contacting the Mercy Privacy Officer, Mercy Hospital, 1320 Mercy Drive, N.W., Canton, OH 44708 or calling 330.489.1000. You can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to 200 Independence Avenue, S.W., Washington, D.C. 20201, calling 1.877.696.6775, or visiting www.hhs.gov/ocr/privacy/hipaa/complaints/.
We will not retaliate against you for filing a complaint.
For certain health information, you can tell us your choices about what we share. If you have a clear preference for how we share your information in the situations described below, talk to us. Tell us what you want us to do, and we will follow your instructions.
In these cases, you have both the right and choice to tell us to:
- Share information with your family, close friends, or others involved in your care
- Share information in a disaster relief situation
- Include your information in a hospital directory
- If you are not able to tell us your preference, for example if you are unconscious, we may go ahead and share your information if we believe it is in your best interest. We may also share your information when needed to lessen a serious and imminent threat to health or safety.
- In these cases we never share your information unless you give us written permission:
- Marketing purposes
- Sale of your information
- Most sharing of psychotherapy notes
In the case of fundraising:
We may contact you for fundraising efforts, but you can tell us not to contact you again.
Our Uses and DisclosuresHow do we typically use or share your health information? We typically use or share your health information in the following ways:
We can use your health information and share it with other professionals who are treating you. Example: A doctor treating you for an injury asks another doctor about your overall health condition.
Run our organization
We can use and share your health information to run our practice, improve your care, and contact you when necessary. Example: We use health information about you to manage your treatment and services.
Bill for your services
We can use and share your health information to bill and get payment from health plans or other entities. Example: We give information about you to your health insurance plan so it will pay for your services.
How else can we use or share your health information?
We are allowed or required to share your information in other ways – usually in ways that contribute to the public good, such as public health and research. We have to meet many conditions in the law before we can share your information for these purposes. These disclosures may often times be made without the individual’s written authorization. For more information see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/index.html.
Help with public health and safety issues
We can share health information about you for certain situations such as:
- Preventing disease
- Helping with product recalls
- Reporting adverse reactions to medications
- Reporting suspected abuse, neglect, or domestic violence
- Preventing or reducing a serious threat to anyone’s health or safety
We can use or share your information for health research.
Comply with the law
We will share information about you if state or federal laws require it, including with the Department of Health and Human Services if it wants to see that we’re complying with federal privacy law.
Ohio law requires that we obtain authorization from you before disclosing the performance or results of an HIV test or diagnosis of AIDS or an AIDS-related condition.
Ohio law requires that we obtain authorization from you before disclosing information about drug or alcohol treatment you have received in a drug or alcohol treatment program and also about mental health services you may have received.
Federal law requires authorization that we obtain authorization prior to using or disclosing psychotherapy notes in most common circumstances.
Respond to organ and tissue donation requests
We can share health information about you with organ procurement organizations.
Work with a medical examiner or funeral director
We can share health information with a coroner, medical examiner, or funeral director when an individual dies.
Address workers’ compensation, law enforcement, and other government requests
We can use or share health information about you:
- For workers’ compensation claims
- For law enforcement purposes or with a law enforcement official
- With health oversight agencies for activities authorized by law
- For special government functions such as military, national security, and presidential protective services
Respond to lawsuits and legal actions
We can share health information about you in response to a court or administrative order, or in response to a subpoena.
We are required by law to maintain the privacy and security of your protected health information.
We will let you know promptly if a breach occurs that may have compromised the privacy or security of your information.
We must follow the duties and privacy practices described in this notice and give you a copy of it.
We will not use or share your information other than as described here unless you tell us we can in writing. If you tell us we can, you may change your mind at any time. Let us know in writing if you change your mind.
For more information see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/noticepp.html.
Changes to the Terms of this Notice
We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our office, and on our website.
If you have questions or need further assistance regarding this Notice you may contact: Privacy Officer, Cleveland Clinic Mercy Hospital, 1320 Mercy Drive, N.W., Canton, OH 44708 or call 330.489.1000.
As a patient, you retain the right to obtain a paper copy of this Notice of Privacy Practices, even if you have requested such a copy by e-mail or other electronic means. Copies of the Notice of Privacy.
Practices may also be obtained on the Mercy Hospital website.