Patients & Visitors

Patient & Family Rights

 

At Phoenix Children's Hospital, we provide quality care to every patient and family regardless of race, religion, sex, abilities, culture, or capacity to pay. The rights of patients and families are supported at our Hospital and outpatient specialty care centers. As a patient or family member, you have many rights, which are summarized here.

Notice of Privacy Practices

We are committed to protecting the confidentiality of your medical information, and are required by law to do so. Our privacy practices describe how we may use your medical information within Phoenix Children's Hospital and its Outpatient Clinics, and how we may disclose it to others. This notice also describes the rights you have concerning your own medical information.

Privacy practices - English version (PDF)

Privacy practices - Spanish version  (PDF)

If you have any questions about this notice, or have further questions about how the Hospital may use and disclose your medical information, please contact the PCH Privacy Officer at (602) 933-1492.

Respect and Personal Dignity

  • You and your child will be treated with courtesy and respect. We will make every effort to understand your culture, values and preferences.
  • We will honor your privacy and the privacy of medical information and records.
  • We will provide appropriate care and support at the end of life.
  • We will protect patient and family safety and provide access to security services.

Pain Assessment & Management

Your health care team is committed to work with you to help your child be as comfortable and free from pain as possible. You have the right to a concerned staff who will believe and quickly respond to reports of pain, and provide information about pain and various pain treatment options that are available.

Information you can Understand

  • You can ask at any time what is happening to your child and why. Everything will be explained to you honestly, in a manner and language you can understand.
  • You have the right to know about your child's condition and treatment plan. You have the right to see and review your child's records with the patient care team.
  • You have the right to detailed information about your bill.
  • You have the right to know about our policies, procedures and routines.
  • You have the right to use our process for taking care of your concerns and complaints at any time.

Make Decisions About Your Child's Care

  • You have the right to any information you need to make decisions about your child's care. We will explain all options so that you can understand the benefits and risks of each decision. If you have a question or concern, we will work with you to solve it.
  • You have the right to know what treatment options are available to your child, including educational and experimental alternatives.
  • You may ask for a second opinion from another doctor, including a specialist. You may ask to change hospitals or health care team members at any time.
  • You may refuse any treatments as permitted by law. We will always help you to protect your child. No matter what your decision, the Hospital staff will take good care of your child.
  • You can request advice in making difficult medical or ethical decisions about your child's care from the Hospital. Simply ask to speak with a member of our Bioethics Committee.

Safe/Quality Healthcare

  • You can expect your infant, child or teenager to be cared for by doctors, nurses and others who understand children and their health care needs.
  • Before your child leaves our facilities, we will teach you about the care your child will need. We will tell you about people and places in your community that can help you. Please let us know if you have concerns. We will work with you to find the best solution for your child and your family.

Partner with us to Help Provide a Safe Experience for Your Child

  • Know what medications your child is on. Medication errors are the most common health care errors.
  • Educate yourself about your child's diagnosis, the medical tests she/he may undergo, and the treatment plan.
  • It is OK to ask a staff member if they have washed their hands before touching your child.
  • Let us know of changes you notice in your child. You are the expert in knowing if something is "not quite right."
  • Pay attention to the care you are receiving. Make sure you're getting the right treatments and medications by the right health care professionals
  • Participate in decisions about your child's treatment. You are the center of the health care team.

Care that Supports you as a Family

  • You and other family members are welcome in all our facilities during visiting hours.
  • In the Hospital, you can choose who visits your child (within the law).
  • Whenever possible, we will provide a place for at least one family member to be near your child at all times.
  • If you choose, you can stay with your child during many health care treatments.

Emotional and Spiritual Support

  • We respect and support your right to observe your own social, cultural and spiritual beliefs, holidays and rituals. A chapel is available for private meditation or public worship. Your clergy or spiritual representative may visit you and your child in the hospital at any time.
  • Trained health care workers are available to assist you with your emotional needs.

Care that Respects your Child

  • We will consider your child's developmental level, as well as all of your child's interests and needs, not just those related to illness or disability.
  • In the Hospital, we will try to keep your child's schedule and activities as normal as possible. This includes uninterrupted sleep, quiet times, play times, school and the comfort of family and friends.

Family Responsibilities

Families have specific responsibilities at any Phoenix Children's Hospital facility.

Provide information

  • You are an important part of your child's health care team. You know your child best, and the information you have is very important. Please share information about symptoms, treatments, medicines and other illnesses. We will plan together what is best for your child.
  • You should tell us if you don't understand something about your child's care.
  • If you are not satisfied with your child's care, please tell us immediately.

Provide appropriate care

  • Your participation in planning your child's care with members of the health care team is important.
  • It is important that you understand the plan of care developed and are able to follow it. It is your responsibility to inform us if you don't understand or can't follow the treatment plan.

Meet financial obligations

  • You should help to make sure that your child's bill is paid as promptly as possible.

Respect the rights of others

  • Your family is expected to respect the rights of other children, teenagers, families and our staff.
  • You should follow hospital rules about patient care and conduct.
  • You are expected to use our equipment and facilities carefully so that they remain in good condition for others.
  • You are expected to take care of valuables and personal items. Phoenix Children's Hospital cannot assume responsibility for your personal items.
  • You must observe all safety precautions and the no smoking policy.

We respond to your concerns in a professional and timely manner

  • If you should have a concern about the care your child received, please talk with a supervisor, manager, or director.
  • You can call the Patient Concern Line 24 hours a day, 7 days a week. (602) 933-0781.

If your concern is not handled to your satisfaction, you can ask for additional assistance from:

Arizona Department of Health Services
150 North 18th Avenue
Phoenix, AZ 85007
(602) 364-3030

State Attorney General's Office
1275 West Washington
Phoenix, AZ 85007

Office of Quality Management, Joint Commission of Accreditation of Health Care Organizations
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
(800) 994-6610

A complete copy of Phoenix Children's Hospital's full Administrative Policy on Patient and Family Rights and Responsibilities is available upon request by contacting the Administrative Coordinator at (602) 933-1133.

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