Patients and Visitors
Patient Information
Patient Privacy
Hallmark Health is dedicated to protecting your privacy. We have created this privacy policy to so you can be assured that any information you share with us will remain confidential. The following describes the information gathering and dissemination practices for this website.
Information we collect
Some features of this website require users to register and provide personal information such as their name, e-mail address or alternate methods of contact such as street address and phone number. This data allows us to provide you with information you have requested and helps us to develop new features and services that match your needs and interests. If you would prefer not to share this information, you can choose to not use the parts of the website for which registration is required.
Hallmark Health will collect personally identifiable information only with your knowledge and consent. We also collect limited, non-identifiable web traffic information through our website logs to help us understand such things as which sections of our website receive the most traffic and during which hours we receive the most visitors. We use this information only for aggregate reporting. We do not use it to analyze or identify the use of our site by any specific visitor.
Privacy of information you provide
Under no circumstances will Hallmark Health disclose your personal information to a third party without your specific consent or as required by law. Hallmark Health will not willfully sell, rent, loan, share, trade, or disclose to third parties any personal information that you have specifically and knowingly provided to the website.
Security measures
This website contains security measures to protect against the loss, misuse and alteration of the information under our control. Only authorized individuals have access to the information you provide.
Linked sites
The Hallmark Health website contains links to content that Hallmark Health believes may be of interest to you. Hallmark Health accepts no responsibility for the privacy practices or the content of linked websites.
Disclosure of Ownership and Funding
Hallmarkhealth.org is entirely funded by Hallmark Health, and does not accept payment from third-parties for advertising or any other service. Hallmark Health is the sole owner of hallmarkhealth.org and is responsible for the growth, development and maintenance of the site.
Contacting Hallmark Health About This Website
If you have questions about this privacy statement or the practices of this website please contact Marketing and Public Affairs at (781) 979-3240.
Authorization to Disclose
The Federal Privacy Law (HIPAA) enacted on 4/14/03 requires certain elements to be contained on all authorizations for disclosure of protected health information (your medical records). The attached Hallmark Health Authorization Form includes all of the required elements.
Please Note: Hallmark Health will not process requests for the release of medical information based on an invalid authorization form that does not include all of the required elements.
Please sign and return your completed Authorization Form to the Hallmark organization for which your request is directed.
If you have any questions, please contact our Medical Records/HIM Dept at:
Melrose-Wakefield Hospital (P) 781-979-3213 (F) 781-979-3217
Lawrence Memorial Hospital (P) 781-306-6555 (F) 781-306-6551
Notice of Privacy Practices
HALLMARK HEALTH CORPORATION (HHC) JOINT NOTICE OF PRIVACY PRACTICES EFFECTIVE DATE 4/14/03
Hallmark Health Corporation is serious about Patient Privacy. Please review this notice to better understand our Privacy Practices that protect your personal health information.
THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.
The covered Hallmark Health organizations will share Protected Health Information (PHI) with each other, as necessary to carry out treatment, payment or healthcare operatons:
- Melrose-Wakefield Hospital and Lawrence Memorial Hospital of Medford
- Hallmark Health Medical Staff
- Hallmark Health Chem Center for Radiation Oncology
- Hallmark Health Diagnostics
- Hallmark Health Healthy Families Program
- Hallmark Health Advantage
- Ell Pond Medical Associates
- Hallmark Health Hematology and Oncology Clinic
- Hallmark Health Hospice and Visting Nurse Association
- Melrose Medical Management
- Hallmark Health Welfare and Flexible Benefits Plans
I. How We May Use or Disclose Your Health Information:
For Treatment: We may use your health information to provide you with medical treatment or services. For example, information obtained by a health care provider, such as a physician, nurse, medical technician or other person providing health services to you, will record information in your record that is related to your treatment. This information is necessary for health care providers to determine the services and treatments you need. We may disclose medical information about you to those who are involved in caring for you at Hallmark Health and to healthcare providers caring for you at other healthcare facilities. We may also disclose your medical information to those who are responsible for maintaining your health after you leave the hospital.
For Payment: We may use and disclose your health information for purposes of receiving payment for treatment and services that you receive. For example, a bill may be sent to you or a third-party payor, such as an insurance company or health plan. The information on the bill may contain information that identifies you, your diagnosis, and treatment or supplies used in the course of treatment.
For Health Care Operations: We may use and disclose your health information for operational purposes. For example, your health information may be disclosed to members of the medical staff, risk or quality improvement personnel, and others to:
- Evaluate the performance of our staff
- Assess the quality of care and outcomes in your cases and similar cases
- Determine how to continually improve the quality and effectiveness of the health care we provide
Other Services:
Appointments: We may use your information to provide you with appointment reminders for upcoming services or treatments at our facilities.
Treatment Alternatives: We may use your health information to inform you about treatment options or other health related benefits offered by our facilities.
Fundraising: We may use certain demographic information to contact you in the future to raise money for HHC. This information may include your name, address, phone number and the dates for which you received treatment/services at our facilities. The money raised will be used to expand and improve the services and programs we provide to the community. If you choose not to participate in our fundraising efforts, you may send a written request to Hallmark Health's Development Office, 585 Lebanon Street, Melrose, MA 02176.
Hospital Facility Directory: During an inpatient stay at the hospital, our facility directory is used to provide your name, location and general condition (good, fair, etc.) for callers or visitors asking for you by name. Religious affiliation is also included in our directory, but will only be disclosed to members of the clergy who are nto required to ask for you by name. We may use or disclose limited information about you as described above unless you tell us otherwise. You have the right to opt out of our faiclity directory or to specify what information we may disclose and to whom.
As Required by Law: We may use and disclose information about you as required by law. For example, HHC may disclose information for the following purposes:
- Judicial and administrative proceedings (e.g. subpoenas, court orders, etc.)
- To report information related to victims of abuse, neglect or domestic violence
- To assist law enforcement officials in their law enforcement duties
Public Health: Your health information may be used or disclosed for public health activities such as assisting public health or legal authorities to prevent or control disease, injury or disability.
Medical Examiners, Coroners and Funeral Directors: Health Information may be disclosed to a medical examiner or coroner in an effort to identify a decesased individual, or determine the cause of death. Health information may also be disclosed to funeral directors to enable them to carry out their duties.
Organ/Tissue Donation: If you are an organ donor, your health information may be used or disclosed for cadaveric organ, eye or tissue donation purposes.
Research: We may use or disclose your health information for research purposes after an institutional review board (IRB) has approved the research based upon the research proposal and established protocols to ensure the privacy of your health information.
Health and Safety: Your health information may be used or disclosed to avert a serious threat to the health or safety of you or any other person pursuant to applicable law.
Government Functions: Your health information may be used or disclosed for specialized government functions such as national security and intelligence activities, protective services for the President and other federal officials or reproting to various branches of the armed services as permitted by law.
Disaster Relief and Special Situations: We may use or disclos health information about you to an entity assisting in a disaster relief effort sot that your family can be notified about your condition, status and location.
Workers' Compensation: Your health information may be used or disclosed in order to comply with laws and regulations related to Workers' Compensation.
Other Uses: Other uses and disclosures will be made only with your written authorization. You may revoke the authorization except to the extent HHC has taken action in reliance on such.
II. Your Health Information Rights:
You have the right to:
- Request a restriction on certain uses and disclosures of your protected health information. However, the organizations included in this joint Notice are not required to agree to requested restrictions
- Obtain a paper copy our Notice of Privacy Practices upon request
- Inspect and obtain a copy of your health record
- Request an amendment to your health record
- Receive confidential communications regarding your care and treatment and request communications by alternative means (e.g. You may request a provider speak to you in a more private setting)
- Receive an accounting of how your medical information has been disclosed for purposes other than treatment, payment or healthcare operations and those as authorized by the patient
III. Our Obligations Under This Joint Notice:
We are required by law to:- Maintain the privacy of your protected health information
- Provide you with a Notice of our legal duties and privacy practices with respect to your health information
- Abide by the terms of this Notice
- Notify you if we are unable to agree to a requested restriction on how your information is used or disclosed
- Accommodate reasonable requests you may make to communicate health information by alternative means or at alternative locations
- Inform you of any regulatory changes to this Notice of Privacy Practices
- Revised Notices will be posted in our facilities, on our Website, and will be made available in hard-copy by your health care provider or upon registration
IV. Questions & Concerns:
If you believe your Privacy Rights have been violated, you may complain to the Privacy Official at any of the following Hallmark Organizations where you received your services as listed below, and to the Department of Health and Human Services. You will not be retaliated against for filing a complaint.
V. Contact Information:
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Melrose-Wakefield Hospital |
Hallmark Health Welfare Benefits Plan (Insured Health Plans) & Hallmark Health Flexible Benefits Plan (Medical Expense Reimbursement Plan) |
Financial Counseling
Many people today are not seeking healthcare when they need it for fear of payment, lack of insurance coverage or simply not knowing where to go for help. Residents of Massachusetts are eligible for healthcare and the financial counselors at Lawrence Memorial Hospital and Melrose-Wakefield Hospital are available to help families, individuals or couples obtain the care they need.
How can a financial counselor help?
The bilingual financial counselors at Lawrence Memorial and Melrose-Wakefield Hospital will
- Help determine your eligibility for state-funded programs
- Assist in the completion of applications for Financial Assistance.
- Serve as your personal advocate between you and the State.
- Refer you to additional state agencies who can provide assistance
- Assist in scheduling medical appointments with physicians or for testing and procedures
- Make the application renewal or re-enrollment process easier.
Who is eligible for assistance?
Any patient who is
- pregnant
- over 65
- unemployed
- uninsured or with limited insurance
- disabled
- HIV positive
- low or median income
- self employed
Or anyone who lives in Massachusetts and meets the state guidelines.
How to apply for Financial Assistance?
To apply for Financial Assistance, simply make an appointment with a financial counselor. Please bring the following proof of eligibility:
- Wage income-two recent pay stubs or a letter from employer stating your gross income earned.
- Self-employed-bring the most recent Federal 1040 Tax Return with relevant attachments.
- Recipient of child support or alimony-bring proof of income
- Unemployed-bring two recent unemployment pay stubs
- Immigration status-bring one of the following: alien card, employment authorization, foreign passport, Visa, letter from INS or affidavit of an attorney.
Accessing financial counseling services is very easy. Financial counselors are available to meet in several locations in Malden, Medford and Melrose. Interpreter services are available upon request.
Simply call our scheduling department and request and appointment.
Monday through Friday
8 am to 4 pm
Melrose-Wakefield Hospital
585 Lebanon Street
Melrose, MA 02176
Financial Councelor, Joan Batten, (781) 979-3437
Lawrence Memorial Hospital
170 Governors Avenue
Medford, MA 02155
Financial Councelor, Aminda Monteagudo, (781) 306-6203
*Paid for in part by a special grant from the Blue Cross Blue Shield Foundation of Massachusetts.
Advanced Medical Directives
What are your wishes for end-of-life care?
Advance Medical Directives are legal documents that allow you to give direction to your future medical care. Just like your right to free speech and religious freedom, it is your right to accept or refuse medical care. Advance Medical Directives help protect this right.
Something to think about . . . long before you need it.
If you have questions about advanced medical directives, please discuss this with your physician.
Massachusetts Healthcare Proxy
Interpreter Services
Hallmark Health provides interpreter services for non/limited English speaking patients as well as the deaf/hard of hearing patients. Interpreter service may be used within any of our facilities and hospital-based physician practices. Patients should speak with their doctor's office if they are in need or an interpreter for a doctor's visit or test within our facilities.
Emergency Room
Every effort will be made to obtain an interpreter in an emergency. If a live interpreter if unavailable, a language telephone service is available 24 hours a day. It is recommended that family and friends do not be used as interpreters except to provide a medical history while waiting for the medical interpreter to arrive.
Languages Spoken
Live and telephone interpreters may be used for over 150 languages. Such as:
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Arabic |
Hmong |
Portuguese |
TDD/TTY Services
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Lawrence Memorial Hospital |
(781) 306-6681 |
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Melrose-Wakefield Hospital |
(781) 662-5928 |
MassRelay offers a 24/7 service enabling hearing people or people who do not have access to a TTY to communicate with deaf/hard hearing people using a TTY.
A Relay Operator acts as a go between for a TTY user and a standard telephone user. This allows the deaf/hard of hearing person to call anywhere within Hallmark Health.
Dial 711 and a Mass Relay Operator will answer the call. This service is available in Massachusetts only. 711 calls are answered first in voice then TTY.
Your Medication List
Medication errors can be prevented if your medication records are accurate, up-to-date and accessible to your physician. Since it's not always easy to remember what medications you are taking, we are providing you with a framework for listing your medications before you come for your visit or surgery. This list can be brought with you and updated periodically, as needed.
The list quickly conveys to your doctor all the medications you are currently taking. If used properly, the medication list can become a vital part of the chart and make the physician's job much easier. More important, it can help you to help your physician provide higher quality care and minimize medication errors and adverse drug interactions.
Instructions for Using the Current Medication List
- Always keep this form with you
- Take this form to ALL doctor visits and ALL medical testing (lab, x-ray, MRI, CT, etc.). Take this form to ALL pre-assessment visits for admission or surgery and ALL hospital visits (ER, in-patient admission, out-patient visits).
- Update this form as changes are made to your medications. When a medication is stopped, draw a line through it and record the date it was stopped. If help is needed, ask a physician, nurse, or pharmacist to help you fill out this form.
- Tell your family, friends and neighbors about the benefits of using this form.
- When you are discharged from the hospital, you will get an update list of your medications. This will be reviewed with you and you will be given a copy. When you return to your doctor, take your updated list with you. Always keep this form with you. This will keep everyone up-to-date on your medications.
Current Medication List
This form is provided in pdf format and can be downloaded directly to your computer. Right click to download and save on your computer.
Communicate Feedback About Your Care
Voice concerns regarding your care to Hallmark Health's Patient Satisfaction Facilitator at (781) 979-3021. You can contact the Massachusetts Department of Public Health at (617) 753-8000 and/or notify the Joint Commission Office of Quality Monitoring to report any concerns by calling (800) 994-6610 or emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it . For safety concerns you can contact Hallmark Health's Safety Hotline at (781) 979-3040.
Patient and Family Advisory Council
Download our Patient and Family Advisory Plan by clicking on the link below.
Hallmark Health System Patient and Family Advisory Plan
Way to Go Recognition
Hallmark Health System is committed to achieving excellence during every interaction, with every patient, every day. One of our cornerstones for measuring this commitment is providing our patients with very good service. Please complete our Way to Go nomination form to recognize a member of our Hallmark Health team who has provided you with very good service. Thank you for taking the time to recognize our staff.
Preventing Patient Falls
Hallmark Health is committed to patient safety, and as a result has put various measures into place to reduce patient falls in the hospital and beyond.
Hallmark Health has formed a multidisciplinary team, made up of registered nurses, physical therapists as well as respresentatives from the case management, risk management, quality, pharmacy and transport departments, to identify and develop ways to prevent patient falls.
Preventing Patient Falls Brochure
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