Patients 

Your responsibilities

  • Provide detailed information about your current health condition, previous illnesses, medications, hospitalizations and related matters.
  • Report changes in your health condition to the health professional in charge of your treatment.
  • Inform your doctor that you clearly understood the instructions for treating your health condition.
  • Provide a written copy of the instructions regarding your desire for future medical treatment regarding the prolongation of your life.
  • Inform your doctor if there are problems with the prescribed treatment.
  • Know the provider’s obligation to be efficient and fair when providing care to other patients.
  • Make arrangements so that the needs of the hospital, patients, doctors and other employees are not affected by your conduct.
  • Provide necessary information about medical plans and collaborate with the provider when necessary to pay all bills and invoices sent to you.
  • Recognize the impact that your lifestyle is having on your health and assume responsibility for your care. It is your responsibility to take care of your health and that of your family.
  • Participate in all decisions related to your health care.
  • Inform the authorities about any fraud or improper action of which you are aware in relation to medical-hospital health services and facilities.
  • Use the internal mechanisms and procedures established by the health care provider or health plan to resolve differences or problems.
  • Recognize the risks and limits of medicine and the health professional.
  • Be informed about everything related to your health plan.
  • Comply with the administrative and operational procedures of your health plan, service provider and government health benefit programs.

Your rights

  • Receive high quality health services.

  • Receive information about medical plans, facilities and health professionals.

  • Select your primary doctor, health providers and specialists of your preference from the list of insurer providers.

  • Continue receiving health care services after the cancellation or termination of the plan.

  • Be treated in the emergency room without the need for a referral or authorization from your primary doctor or insurer.

  • Participate in decision making about your treatment, receiving the necessary information from your doctor.

  • Be treated with respect, not be discriminated against and receive equal treatment from any health professional.

  • Communicate freely with your health care provider, have access to your medical record and your medical information kept confidential (secret).

  • Submit complaints or grievances to the Patient Advocate Office to resolve situations regarding your health services through the toll-free information LINE 1.800.981.0031

Privacy Policy

It is the policy of Corporación de Servicios Médicos de Hatillo to handle the security of all protected health information responsibly, 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. Necessary measures will be taken in the event of any violation of anything related to security at our facility.

Patient Satisfaction

The Corporación de Servicios Médicos de Hatillo considers customer satisfaction as a priority for the development of our daily activities. Suggestion boxes have been placed in strategic areas of our Institution so that the patient can express themselves and offer suggestions to improve the service through:

  • Satisfaction Survey: If you wish to share your opinion with us, you may refer to completing the survey located in the suggestion boxes or the digital survey through the QR code located in the clinics.

Any situation that arises can be reported through the following:

  • Means to report complaints and/or grievances:
  • Personally at the Clinics – Go to the Patient Satisfaction Officer.
  • Telephone call – The patient may contact the Patient Satisfaction Officer of the Compliance Department by calling 787-898-4190 extension 116 or 416.
  • Email – The patient may write his/her complaint and/or grievance through the email confidential@csmpr.org
  • Postal Mail – The patient may write his/her complaint and/or grievance through the postal mail PO Box 907, Hatillo, P.R. 00659 with the attention of the Compliance Officer.
  • Voicemail – The patient may notify his/her feelings by leaving a voice message at the confidential telephone number 787-396-4210.