Know Your Rights

PCHC is committed to providing high-quality care that is accessible, patient-centered, safe, and provided in accordance with legal standards and best practices. We believe that patients are the center of their care team and should be informed of their rights, including right to privacy and non-discrimination, access to communication aids and language services, and more. You should also be informed of your responsibilities as a PCHC patient.

We encourage you to click on the buttons below to learn more about your rights, how we protect your health information, the accessibility services we offer, and how to file a grievance if you feel we are not upholding our duties as we should.

Privacy Practices

Notice of Privacy Practices


Your privacy is of the utmost importance to us. Please review our Notice of Privacy Practices located above for a description of how we gather, use and protect your personal information.

This Notice of Privacy Practices (Notice) describes how your medical record will be used and your rights to access and control your medical information. When you established care at Penobscot Community Health Care (PCHC), you gave us your consent to treat you and to make a record of that care. Your medical record contains your symptoms, test results, diagnoses, treatment and a plan of care for any health service you receive at PCHC, including primary and preventive medical care, care management, mental health, physical therapy, speech therapy and audiology and dental care. This record also contains demographic information about you, such as your name, address, telephone number and family. We refer to this record as your medical information. In providing your consent to provide care to you, you also consented to PCHC making certain uses and disclosures of your medical information which are necessary to provide care to you, seek payment for the services you receive and support the legitimate health care operations of PCHC, which are described in this Notice. This Notice also describes the uses and disclosures of your medical information which are not covered by the consent you already provided and which you may be asked to authorize in the future and those uses and disclosures which are permitted or required by law. It also describes the rights you have concerning your own medical information. We are required by law to provide you with this Notice, and we are required to follow the terms of the Notice that is currently in effect. Please review this Notice carefully and let us know if you have any questions.

Do You Have Concerns or Complaints?

Please tell us about any problems or concerns you have with your privacy rights or how PCHC uses or discloses your medical information. If you have a concern, please contact the Privacy Officer, whose contact information is listed below.  You may also contact our compliance hotline at 844-390-9806. If for some reason PCHC cannot resolve your concern, you may also file a complaint with the Office of Civil Rights, United States Department of Health & Human Services. We will not penalize you or retaliate against you in any way for filing a complaint with the federal government.

Do You Have Any Questions?

If you have questions about this Notice, or further questions about how PCHC may use and disclose your medical information, please contact the Privacy Officer at:

Privacy Officer
Penobscot Community Health Care
103 Maine Avenue
P.O. Box 2100
Bangor, ME 04402-2100
Tel. (207) 992-9200

Rights & Responsibilities

Patient-Centered Partnership of Care

You have chosen PCHC to provide your primary health care needs.When you become a patient you enter a partnership that honors and respects you as a person of worth.  We affirm your right to make decisions regarding your care, including refusing treatment.  PCHC pledges to provide quality care to all persons regardless of age, race, ethnicity, national origin, religion, disability, veteran status, sexual orientation, gender or gender-identity.Your role is central in this partnership.  Your practitioner and PCHC are committed to fully explaining the nature of your treatment, its benefits and risks, and risks of refusing treatment.All patients have the right to considerate, respectful patient-centered care at all times and under all circumstances, with recognition of their personal dignity and values.

Patient Rights:

  • You have the right to make decisions about your care.
  • You have the right to be listened to.
  • You have the right to know the variety of services available to you, treatment options, and the risks involved.
  • You have the right to be treated with courtesy and respect.
  • You have the right to know the names of the people who treat you.
  • You have the right to understand the care you will receive.
  • You have the right to care you can afford.
  • You have the right to privacy.
  • You have the right to know if something goes wrong with your care.
  • You have the right to get an up-to-date list of all your current medications..
  • You have the right to understand the charges on your bill.
  • You have the right to high quality care and safe care.
  • You have the right to refuse to participate in research.
  • You have the right to change providers as medically appropriate, if another is available.
  • You have the right to request a chaperone during appointments.

Patient Responsibilities:

  • To be active in your health care.
  • To ask questions.
  • To share accurate and complete information about your health history.
  • To provide an up-to-date list of your medications.
  • To follow your care plan as discussed with your provider.
  • To give 48 hours notice if unable to keep your appointments.
  • To pay health care bills in a timely manner.
  • To provide us with a living will, healthcare power of attorney or other written instructions about your future care.
  • To treat all staff with courtesy and respect.
  • To tell us how we could serve you better.

You have the right to have your questions and concerns addressed. If you have questions, problems or needs that haven’t been met, please contact us at 207-992-9200 and ask to speak to the Patient Liaison or call our confidential Compliance Hotline at 844-390-9806. You may also call 1-800-MEDICARE or contact the Maine Board of Licensure at 888-365-9964.