Patient Rights & Responsibilities

We want to provide quality care in a cost saving manner. In order to meet this goal, it is our policy to support the rights and responsibilities of our patients.

Our patients have the right to:

  • Kind, respectful care at all times and under all conditions.
  • Receive care in a safe setting.
  • Have your information kept private, within the law
  • Know who the staff is providing your care, their license status and the doctor in charge of your care.
  • Get complete and current information about your diagnosis, treatment, and outcome.
  • Access people outside of the hospital by means of visitors and verbal or written communication.
  • To receive information in a manner that you understand.
  • Have access to an interpreter if you speak a language other than English.
  • Expect that your cultural or personal values are respected.
  • Be involved with your care. Ask questions!
  • Refuse treatment to the extent permitted by law.
  • Not be transferred to another facility unless you have been given a reason why and agree to the transfer. The other facility must accept the transfer.
  • Request an itemized explanation of your bill.
  • Request to have your own doctor and/or family member informed of your admission to the hospital.
  • Access information about our process in handling complaints.
  • Complain about care or treatment or suggest changes without fear of mistreatment.
  • Access the hospital’s ethics committee to assist you or your family in making difficult ethical decisions regarding care.
  • Expect that staff is competent and knowledgeable.
  • Involve your family in continuing care.
  • Expect the hospital to honor end of life decisions you make, within the law.
  • Be free from restraints that are not medically necessary.
  • Be assessed for pain and to have your pain managed.
  • Check with a specialist at your request and cost.
  • Be told by the providers responsible for your care of any ongoing health care needs after discharge.

Our patients have the responsibility to:

  • Provide complete information about the reason for your stay, past illnesses, hospitalizations, all medicines, and other matters relating to your health.
  • Ask questions about any part of your care that you do not understand.
  • Make sure that your hospital bill is taken care of as promptly as possible.
  • Follow hospital rules affecting patient care and conduct.
  • Deadly weapons and aggressive behavior are prohibited at all NGHS campuses. 
  • Be considerate of the rights of other patients, visitors, and staff. Guardians and visitors should also be considerate of others and conduct themselves appropriately.
  • Ask for linens and leave pillows in your room at discharge.
  • Not smoke or use tobacco products anywhere on the hospital property.
  • Not bring valuables or money to the hospital and if you do, allow them to be placed in the safe until you go home. We cannot accept responsibility for them if you do not have them placed in the safe.
  • Pay attention to the care you are receiving and make sure you are getting the right care and medications by the right staff member.
  • Educate yourself about you condition and care. Ask someone to be your advocate.
  • Not bring medications to the hospital and if you do, allow them to be stored in the pharmacy until discharge. We cannot accept responsibility for them if you do not have them stored in the pharmacy.
  • If you have an Advanced Directive, provide the hospital with a current copy.

To file a complaint while you are in the hospital, dial 92998 and you can speak with a Guest Services Representative. The person will come to you, take your information, and document it in our Patient Complaint Management System. Your complaint will be shared with a manager. If you would rather file your complaint after you are discharged, call 770-219-2998 and leave a message. A representative will call you back and gather your information. Or, you may contact the Georgia Department of Community Health (DCH), Healthcare Facility Regulation Division, 2 Peachtree Street, Suite 33-250, Atlanta, GA 30303-3142. Complaint intake phone number: 1-800-878-6442 and fax: 404-657-8935

Copyright ©2020 Northeast Georgia Health System, Inc. | 743 Spring Street Gainesville, GA 30501 | (770) 219-9000

COVID-19 questions?
Questions about COVID-19?
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If you have a fever and cough or difficulty breathing, these steps will help you find the care you need and limit the spread of Coronavirus (COVID-19) in our region:

  • Call before you come

    Please call your doctor's office or an urgent care clinic for advice about where you should go for treatment.

  • Call 9-1-1 for emergencies

    Calling 9-1-1 is always the fastest and most efficient way to get proper treatment for medical emergencies.

  • Consider staying home and taking advantage of an E-Visit

    When symptoms strike, connect with a provider through an E-Visit instead of traveling to the urgent care or the doctor’s office.

    Learn more about E-Visits from these area practices:

For the protection of our patients, staff and community, our visitation guidelines have been updated.

Click here to view our current visitation guidelines.

We update COVID-19 data on our website each day by 3:00 p.m.

Click here to view our updated information.

The best way to avoid infection is to avoid exposure. Here are simple steps you can take to lower your risk of catching or spreading illness:

  • Wear a mask – a cloth face cover can protect other people in case you are infected. Everyone should wear a cloth face cover in public settings and when around people who don’t live in your household. Continue to keep about 6 feet between yourself and others. The cloth face cover is not a substitute for social distancing.
  • Avoid close contact – maintain 6 feet of distance between yourself and people who don’t live in your household. If someone in your household is sick, maintain 6 feet of distance from them as well.
  • Wash your hands often with soap and water for at least 20 seconds. If soap and water are not available, use a hand sanitizer that contains at least 60% alcohol.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash. Wash your hands or use hand sanitizer after touching tissues.
  • Clean and disinfect frequently touched surfaces to help prevent the spread of germs
  • Monitor your health daily –  Watch for fever, cough, shortness of breath, or other symptoms of COVID-19. Follow CDC guidance if symptoms develop.

Learn more by visiting the CDC COVID-19 website.

We want to thank our community and local businesses for their amazing generosity during this time. Here are some ways you can support our community and staff:

  • Donate items and resources

    We are currently receiving donations of items and other resources through the Foundation. Learn how to donate resources and other needed items by clicking here.

  • Sew Masks for Healthcare Workers

    Many people in our community are sewing masks for our healthcare workers. We have created some mask sewing instructions and information about drop-off locations. Get detailed mask-making instructions here.

  • Send a Digital Letter

    We would like your help making digital letters for the residents at New Horizons Nursing home. Email a letter to and we will hand them out to our residents and staff to enjoy.

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