Patients and Families

Patient/Parent Bill of Rights

The rights and responsibilities of patients, parents, and guardians

Notice of Rights

A copy of the Patient’s/Parent’s  Bill of Rights and Responsibilities will be provided to the patient or his/her parent/guardian as soon as possible following the patient’s admission/visit to CHP.  The Patient/Parent Bill of Rights and Responsibilities is posted and available in all ancillary services/clinics and surgery centers. 

CHP employees who advocate on behalf of a patient shall not be penalized by CHP, nor shall the assertion of a concern or complaint have a negative impact on the quality of care provided to any patient.

Principles of Care

  • Professionalism and a commitment to coordinated care
  • The importance of a patient/ parent’s/guardian’s/designee’s  full participation in care and care planning
  • Respect for individuals, their unique qualities and characteristics
  • Confidentiality and privacy in the provision of health care
  • A safe and secure environment for our patients and their caregivers
  • Self-determination (advance directives)
  • Productive complaint resolution

Professionalism and Coordinated Care

Patients, parents, guardians expect:

  • Quality of care and high professional standards, which are continually maintained and reviewed
  • Care that includes consideration of the patient’s unique medical, psychosocial, emotional and spiritual needs and that recognizes and respects the cultural variables specific to the patient and family
  • Upon transfer to another facility, to receive complete information and an explanation concerning the needs for and alternatives to the transfer when medically permissible
  • To be informed of the patient’s continuing health care needs at the time of discharge and be assisted or educated about how to meet those needs

Confidentiality and Privacy

Patients, parents, guardians expect:

  • Respect for privacy to the fullest extent possible consistent with the care prescribed
  • Compliance by hospital staff with all state/ASF and federal laws and regulations concerning the use and disclosure of protected health information and access to disclosures of health information made by the hospital.
  • To be informed if the patient’s physician is considering the patient as part of a medical research program and to decline to participate in or withdraw from a research project without fear that the patient’s care will be compromised
  • Confidentiality regarding all records pertaining to the patient’s care including the source of payment for the patient’s treatment, except when appropriate consent is given by the adult or emancipated minor child, or the parent or legal guardian, to CHP,  the insurance carrier or other third party
  • To request to review the original medical record in the presence of a health care professional, unless access is specifically restricted by the attending physician for medical reasons, and to obtain copies of the patient’s medical record
  • Access to information contained in the patient’s medical record, and be provided access in a timely fashion upon request.
  • To be asked for consent to take or use any photographs, video or any other type of image that could identify the patient for non-treatment purposes including the right to rescind consent and request cessation of the production of recordings, films, or other images before used

Exercise of Rights

Patients, parents, guardians, expect
  • Prompt notification of the patient’s admission to CHP.
  • Impartial access to the medical resources of CHP as indicated for appropriate care without regard for race, color, ethnicity, creed, national origin, sex, gender identity, disability or source of payment
  • Necessary emergency procedures implemented without unnecessary delay.  All transfers from CHP’s Emergency Department/ASF to another facility will not occur until the patient is medically stable
  • To know the name and professional status of those physicians, nurses and staff members taking care of the patient and which physician is primarily responsible for the patient’s care
  • Prompt notification of your physician on the patient’s admission
  • To have necessary medical care completed in a timely manner and with effective pain management techniques (where medically indicated), to cause as little discomfort as possible
  • Considerate, respectful, dignified, care provided by competent personnel in a supportive environment
  • To request and receive an itemized and detailed explanation of the patient bill from CHP
  • Adult patients who are 18 or older may designate visitors to provide emotional support who will  have visitation privileges comparable to parent /guardian privileges
  • To participate in the development and implementation of the patient’s plan of care
  • To know why various tests, treatments and procedures are recommended and who will administer them
  • The right to refuse drugs or procedures, and to be informed of the consequences of refusal
  • Full information in layman’s terms, concerning diagnosis, treatment and prognosis including alternative treatments and possible complications
  • To know the general nature of any procedure or treatment recommended
  • To request and obtain an ethics consultation whenever there is a perceived ethical question, issue, problem, or conflict related to patient care. A medical ethics consultation may be requested by calling 412-692-5325 and requesting the medical ethics representative on call. 
  • Access to physical and psychological comfort at or near the end of life.  Children’s Hospital provides care that optimizes the dying child’s dignity and comfort and addresses the patient’s/family’s psychosocial and spiritual needs.
  • As an adult patient or emancipated minor, to convey in advance (advance directive) your wishes regarding extraordinary treatment, or the person you would like to make decisions for you, should you become unable to speak for yourself, and have CHP personnel comply with these directives
  • To provide access to an individual or agency whom you authorize to act on the patient’s behalf to assert or protect the patient’s rights.
  • Notification of the patient’s health care status and diagnoses
  • Development and implementation of the inpatient or outpatient plan of care/treatment and discharge
  • To be informed by your physician about a procedure or treatment and to provide (or withdraw) informed consent prior to the start of the procedure or treatment.
  • The right to access to the hospital chaplain services for religious or  spiritual support
  • To request and receive an itemized and detailed explanation of the patient’s bill from CHP.
  • To request and receive full information about and assistance with the available financial resources for the patient’s health care
  • The opportunity to request and obtain a second opinion from another physician at the patient, parent, guardian’s own expense

Safety

Patients, parents, guardians, expect:
  • Care to be provided  in a safe setting, free from any form of abuse, exploitation, harassment, neglect or  physical, mental and corporal punishment
  • Restraint Care
    • Care for patients is free from restraints and seclusion in any form that is not medically necessary or that is used as a means of coercion, discipline, convenience or retaliation by staff.
    • Restraint and seclusion may only be imposed to assure immediate physical safety of the patient and the staff members/others must discontinue at the earliest time
    • Safe implementation of restraints if medically necessary by trained staff.

Patient and Parent/Legal Guardian Responsibilities

Patient, parents, guardians have the responsibility to:
  • Provide physicians and CHP personnel with accurate information related to the patient’s condition and care
  • Cooperate with and follow the care recommended by the patient’s physician, nurses or other health care professionals
  • Notify your physician or nurse if you do not understand the patient’s  diagnosis, treatment or prognosis
  • Accept the financial obligations associated with the patient’s care
  • Know and follow the CHP rules and regulations
  • Use CHP property carefully so that it remains in good condition for others
  • Be considerate and respectful of other families, patients and CHP personnel and observe the visitor conduct policy of the hospital
  • Observe the visitation policy of the hospital unit to which the patient has been assigned
  • Take care of valuables and personal items.  CHP cannot assume responsibility for personal items.
  • Advise the nurse, physician or Patient Representative of any concerns you may have in regard to the patient’s care so that we may resolve your concerns as early as possible.
  • Observe CHP’s no-smoking policy
  • Accept responsibility for medical consequences that result from refusing any treatment or from not following the instructions of your physicians and CHP personnel

CHP North Surgery Center

Patient, parents, guardians can expect:
  • Impartial access to the medical resources of CHP North as indicated for appropriate care without regard for race, color, creed, ethnicity, national origin, sex, gender identity , handicap or source of payment
  • Upon transfer to another facility, the patient and/or the responsible person will receive complete information and an explanation concerning the needs for and alternatives to the transfer when medically permissible.
  • The right to be informed of his/her rights at the time of admission
  • To be informed on the patient’s continuing health care needs at the time of discharge and be assisted or educated about how to meet those needs
  • To speak openly and receive information about any question, concern or complaint regarding pain or any other aspect of the patient’s care by talking directly to those involved in his/her care.
  • Respect for privacy to the fullest extent possible consistent with the care prescribed
  • Compliance by hospital  staff with all state/ASF and federal laws and regulations concerning the use and disclosure of protected health information and to treat medical records confidentially 
  • To be informed of CHP North’s rules and regulations concerning the patient’s and visitors’ conduct while at CHP North.
  • To be informed if the patient’s physician is considering him/her as part of a medical research program and to decline to participate in or withdraw from a research project without fear that his/her care will be compromised
  • To request access to information contained in the patient’s medical record, and be provided access in a timely fashion
  • To know the name and professional status of those physicians, nurses and staff members taking care of the patient and which physician is primarily responsible for the patient’s care
  • To have necessary medical care completed in a timely manner and with effective pain management techniques (where medically indicated), to cause as little discomfort as possible
  • Access to an interpreting service for non-English speaking or assistive devices for hard of hearing/deaf patients to assist with patient care related communications
  • Considerate, respectful care provided by competent personnel
  • To request to review the original medical record in the presence of a health care professional, unless access is specifically restricted by the attending physician for medical reasons, and to obtain copies of the patient’s medical record
  • Accept responsibility for medical consequences that result from refusing any treatment or from not following the instructions of your physicians and CHP North personnel
  • Emergency procedures to be implemented without unnecessary delay.
  • Good quality care and high professional standards that are continually maintained and reviewed
  • Full information in layman’s terms, concerning diagnosis, treatment and prognosis including alternative treatments and possible complications.
  • The practitioner to obtain informed consent prior to the start of a procedure
  • The right to refuse drugs or procedures, and to be informed of the consequences of refusal
  • Good management techniques which avoid personal discomfort and make effective use of the patient’s time.
  • To receive and examine a detailed explanation of the patient’s bill

Communication and Communication Process Adaptations

At CHP, patients, parents, or guardians, can expect:
  • Effective communication.
  • To speak openly and receive information about any questions, concern or complaint regarding pain or any other aspect of the patient’s care by talking directly to those involved in the patient’s  care using assistance or interpretive device if needed in a language that is understood
  • Access to an interpreting service for non-English speaking or hard of hearing/deaf patients, parents or guardians to assist with patient care related communications
  • Assistive devices and interpreting services are available for patient care related communications by contacting the Social Work Department at 412-692- 5255 or through the hospital operator
  • Patients, parents, guardians who have communication challenges including, but not limited to deafness, low vision and blindness, or non-proficiency in English will be provided the Patient’s Bill of Rights and Responsibilities with assistive devices.

Complaint Resolution

A patient, parent, or guardian is entitled to:
  • A prompt response to a complaint by CHP staff. A response by staff might include providing information and assistance or by involving supervisory staff to resolve a service facilitation request or to help resolve the situation.
  • Contact the Patient Representative directly at 412-692-5489 to file a grievance, if an inquiry or concern is not resolved.
  • A response in writing from the Patient Representative to the complainant, outlining the steps taken on his/her behalf to investigate the inquiry, issued usually within seven (7) days of the report.  In cases where additional time is required to investigate a matter, an interim letter will be issued
  • A privacy or confidentiality complaint may be made by contacting CHP’s privacy officer at 412-692- 5780.
In addition to seeking resolution through the CHP complaint resolution process, concerns about organizational standards related to quality and safety-of-care issues and the safety of the environment may be addressed to the following regulatory agencies:
 
Pennsylvania Department of Health
Division of Acute and Ambulatory Care, Central Office
Room 532, Health and Welfare Building
625 Forster Street
Harrisburg, PA 17120 - 0701
1-800-254-5164
 
The Joint Commission
Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrance, IL 60181
1-800-994-6610
Fax: 630-792-5636
E-mail: complaint@jointcommission.org
 
Concerns about the quality of care provided or premature discharge may be addressed to:
 
Quality Insights of Pennsylvania
Attention:  Review Services
2601 Market Place Street    
Suite 320     
Harrisburg, PA 17110
1-800-322-1914
 
For ESRD (dialysis) patients, complaints can be addressed to:
 
ESRD Network 4, Inc.
40  24th Street, Suite 410
Pittsburgh, PA 15222
1-800-548-9205
E-mail: Info@nw4.esrd.net
http://www.esrdnetwork4.org
 
 
Note: For purposes of this document, “CHP” denotes CHP Main, Satellites, Ambulatory Clinics, Ancillary Services, and CHP North Surgery Center. 
 
Updated: July 26, 2012 
 
 
Last Update
July 26, 2012
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Last Update
July 26, 2012
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