Patients 

Responsibilities

  • Provide detailed information regarding present condition of health, past diseases, medications, hospitalizations, and other related matters.
  • Report any changes in your condition to the health care professional in charge of your treatment.
  • Inform your physician that you clearly understood the course of action expected from them.
  • Provide written copies of instructions or guidelines, if any, in advance, stating their wishes concerning future medical treatment to extend and preserve their lives.
  • Inform your physician if there are any problems with the prescribed treatment.
  • Know the obligation of providers to be efficient and fair in providing care to other patients.
  • Maintain a behavior considering the hospital, patients and other employee’s needs.
  • Provide needed information regarding health insurance plans and collaborate with the healthcare providers when needed to pay for sent accounts and claims.
  • Recognize the impact that your lifestyle has in our health and assume the responsibility of your care. It is your responsibility to care for your health and of your family.
  • Participate in all the decisions about your health care.
  • Inform to the authorities concerning fraud or improper acts that you have knowledge about healthcare services and medical facilities.
  • Use internal mechanisms and procedures established by the healthcare provider or the health insurance plan to resolve different issues.
  • Recognize the medicine and healthcare professional risks and limits.
  • Be informed about all the aspects related to your health insurance plan.
  • Comply with the administrative and operational procedures of your health insurance plan, healthcare providers and governmental health benefits programs.

Rights

  • To receive high quality health services.
  • Acquisition and disclosure of information.
  • Receive information regarding health insurance plans, healthcare facilities and providers.
  • Selection of plans and providers.
  • Select your preferred primary physician, healthcare providers and specialists among the list of the health insurance plan.
  • Receive continuous healthcare services.
  • Continue receiving healthcare services on a transition period of 90 days after the cancellation or termination of the health insurance plan.
  • Access to emergency services and facilities.
  • Being properly attended and receiving services in emergency rooms without referrals or authorization from the primary physician or the health insurance plan.
  • Participate in decisions on treatment.
  • Respect and equal treatment.
  • Being treated with respect, without discrimination and receiving equal treatment by the healthcare professionals.
  • Confidentiality in all medical records and information.
  • Communicate freely with your healthcare providers, maintain access to your medical record and to your medical information in confidentiality.
  • Complaints and grievances.
  • Settle grievances or disputes in the Office of the Patient Advocate to resolve situations regarding health services. Call 1-800-981-0031

Privacy Policy

It is the policy of Corporacion de Servicios Médicos Primarios y Prevención de Hatillo to manage the security of all protected health information in a responsible manner, monitoring the integrity, confidentiality and availability of the data, only those persons authorized to do so. Our facility maintains the highest level of security for all information. The necessary measures will be taken in case of any violation of everything related to security in our facility.

Patient Satisfaction

The Corporacion de Servicios Medicos Primarios y Prevencion de Hatillo considers customer satisfaction a priority in the development of our daily activities. Suggestion boxes have been placed in strategic areas of our institution so that patients can express themselves and offer suggestions for improving service through:

Satisfaction Survey: If you wish to share your opinion with us, you can complete the survey located in the suggestion boxes or the digital survey using the QR code located in the clinics.

  • CSM Hatillo, Referral Office and Walk-in Clinic (1st Floor)
  • CSM Hatillo Primary Medicine and Pediatrics (2nd Floor)
  • CSM Hatillo Specialized Clinics (3rd Floor)
  • San Miguel Pharmacy – Hatillo
  • Behavioral Health Clinic Hatillo Waiting Room
  • CSM Arecibo Waiting Room
  • CSM Arecibo Pharmacy
  • CSM Utuado Waiting Room 
  • CSM Utuado Specialized Clinics Witing Room
  • CSM Behavioral Health Waiting Room
  • CSM Utuado Pharmacy
  • CSM Aguadilla Waiting Room

Any situation that arises can be reported through the following:

Ways to report complaints and/or grievances:

    • In person at the Corporation – Contact the Patient Satisfaction Officer.
    • Phone Call – Patients may contact the Patient Satisfaction Officer in the Compliance Department by calling 787-898-4190, extension 116 or 416.
    • Email – Patients may submit their complaint and/or grievance by emailing confidential@csmpr.org
    • Postal Mail – Patients may submit their complaint and/or grievance by mailing PO Box 907, Hatillo, P.R. 00659, to the attention of the Compliance Officer.
    • Voicemail – Patients may report their concerns by leaving a voicemail message at the confidential number 787-396-4210.