BACO Member Rights

The Boston Accountable Care Organization represents medical practices, health centers and systems across the state that are committed to improving the care you receive.  

As a member who receives services through an accountable care organization you are guaranteed the following rights:  

  1. The right to receive written information provided by Boston Accountable Care Organization in accordance with the following requirements: 
    1. Making such information available in prevalent non-English languages.
    2. Making free oral interpretation services available for all non-English languages.
    3. Making such information available in alternative formats and in an appropriate manner that takes into consideration the special needs you may have.
  2. The right to be treated with respect and with due consideration for your dignity and privacy;
  3. The right to receive information on available treatment options and alternatives, presented in a manner appropriate to your condition and ability to understand;
  4. The right to participate in decisions regarding your healthcare, including the right to refuse treatment;
  5. The right to be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience, or retaliation, in accordance with applicable federal law;
  6. The right to request and receive any of your medical records in your provider’s possession, and be notified of the process for requesting amendments or corrections to such records;
  7. The right to freely exercise your rights set forth in this section and not have the exercise of those rights adversely affect the manner in which Boston Accountable Care Organization or any Affiliated Provider treats you;

These rights will be observed and protected by Boston Accountable Care Organization, its Affiliated Providers, and its employees.

Grievance Policy

BACO has established a policy to file a grievance if you are dissatisfied with the care you received. Upon receipt of a grievance, you will be notified within two business days that BACO received the grievance. The grievance will be reviewed and resolved within 30 calendar days from the date that BACO received the grievance and you will be notified of the resolution.  

Boston Accountable Care Organization’s grievance policy in no way replaces or eliminates access to any other available grievance policies and procedures, including those of the Massachusetts Executive Office of Health and Human Services. In addition, Boston Accountable Care Organization will not seek to limit your access to or discourage you from using the Massachusetts Executive Office of Health and Human Services process. To file a grievance you should contact the Senior Administrative Assistant of Boston Accountable Care Organization by either calling 617.414.1673 or mailing a written grievance to the following address:

Boston Accountable Care Organization, Inc. 
Attention:  Senior Administrative Assistant
720 Harrison Avenue
10th Floor Room 1029 A
Boston, MA 02118