Patient/Parent Bill of Rights and Responsibilities

Principles of care and the patient’s bill of rights and responsibilities
Children’s Hospital of Pittsburgh of UPMC (“CHP”), CHP North Surgery Center (“CHP North”), and CHP South Surgery Center (“CHP South”) adhere to certain principles of care:

Professionalism and a commitment to coordinated care

The importance of patient/family’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

Notice of Rights
A copy of the Patient’s Bill of Rights and Responsibilities will be provided to the patient or his/her parent(s) or legal guardian(s) as soon as possible following the patient’s admission to CHP/CHP North/CHP South. It also is posted and available in all ancillary services /clinics.

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

Definitions
Children’s Hospital of Pittsburgh (“CHP”): Includes the main campus in Oakland, all patient outreach clinics and ambulatory care centers.

CHP North Surgery Center (“CHP North”) and CHP South Surgery Center (“CHP South”): Facilities or portion not located upon the premises of a hospital, which provides specialty or multi-specialty outpatient surgical treatment.

Patient: Child or adult receiving medical services at CHP/CHP North/CHP South.

Parent or Guardian: Any lawful parent or person acting in his/her legal capacity as guardian on behalf of a patient in matters related to the patient’s health care needs.

Complaint Resolution
As a patient/guardian, you are entitled to:

A prompt response to a parent/patient complaint by CHP/CHP North/CHP South staff present. 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/CHP North’s/CHP South’s corporate compliance and privacy officer at 412-692-7842.
In addition to seeking resolution through the CHP/CHP North/CHP South 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
532 Health and Welfare Building
Harrisburg, PA 17108-0090
1-800-254-5164
Joint Commission
Division of Accreditation Operations
Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrance, IL 60181
Fax: 630-792-5636
E-mail: complaint@jcaho.org

Concerns about the quality of care provided or premature discharge may be addressed to:

Quality Insights of Pennsylvania
2601 Market Street
Suite 320
Harrisburg, PA 17110
Professionalism and Coordinated Care
Patients and/or parents/guardians can expect:

Parent or guardian and the patient’s own physician will be notified as promptly as possible of the patient’s admission to CHP/CHP North/CHP South

Impartial access to the medical resources of CHP/CHP North/CHP South as indicated for appropriate care without regard for race, color, creed, national origin, sex, handicap or source of payment
Necessary emergency procedures implemented without unnecessary delay and all transfers from CHP’s Emergency Department/ASF to another facility will not occur until the patient is medically stable
The opportunity to notify the patient’s physician of choice promptly on admission
Quality of care and high professional standards, which are continually maintained and reviewed
The opportunity to request and obtain a second opinion from another physician at the patient, parent or guardian’s own expense
Upon transfer to another facility, to 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 of 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 questions, concern or complaint regarding pain or any other aspect of the patient’s care by talking directly to those involved in his/her care

Confidentiality of Patient Records
Patients or family members should 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
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
To be informed of CHP’s/CHP North’s/CHP South’s rules and regulations concerning the patient’s and family’s conduct while at CHP/CHP North/CHP South
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
Confidentiality of the patient’s medical record
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
If patient does not speak English, when possible, an interpreter will be provided

Exercise of Rights
Patients and their families should expect:

Considerate, respectful care provided by competent personnel
To know why various tests, treatments and procedures are recommended and who will administer them
To know the general nature of any procedure or treatment recommended
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
To request and obtain an ethics consultation when conflict, concern or confusion exists about the patient’s 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.
To request and receive full information about and assistance with the available financial resources for the patient’s health care
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/CHP North/CHP South, 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 (See separate “Notice of Privacy Practices.”)
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
To request and receive an itemized and detailed explanation of the patient bill from CHP/CHP North/CHP South
The patient has the right to participate in the development and implementation of his/her plan of care
As an adult patient or emancipated minor, you may 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/CHP North/CHP South personnel comply with these directives
Notification of the patient’s health care status and diagnoses
Development and implementation of the inpatient or outpatient plan of care/treatment and discharge
Accept responsibility for medical consequences that result from refusing any treatment or from not following the instructions of your physicians and CHP/CHP North/CHP South personnel

Privacy and Safety
At CHP/CHP North/CHP South, we are committed to:

Providing care in a safe setting, free from physical, mental and corporal punishment
Restraint Care

Providing care for patients 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
The patient has the right to safe implementation of restraint or seclusion by trained staff

Patient and Parent/Legal Guardian Responsibilities
Patients and the parents/guardians acting on their behalf have the responsibility to:

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

CHP North Surgery Center & CHP South Surgery Center

Impartial access to the medical resources of CHP/CHP North/CHP South as indicated for appropriate care without regard for race, color, creed, national origin, sex, handicap or source of payment
Necessary emergency procedures implemented without unnecessary delay and all transfers from CHP’s Emergency Department/ASF to another facility will not occur until the patient is medically stable
Upon transfer to another facility, to 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
To be informed of CHP’s/CHP North’s/CHP South’s rules and regulations concerning the patient’s and family’s conduct while at CHP/CHP North/CHP South
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
If patient does not speak English, when possible an interpreter will be provided
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 (See separate “Notice of Privacy Practices”)
To request and receive an itemized and detailed explanation of the patient’s bill from CHP/CHP North/CHP South
Accept responsibility for medical consequences that result from refusing any treatment or from not following the instructions of your physicians and CHP/CHP North/CHP South personnel
Know and follow the CHP/CHP North/CHP South rules and regulations

Top

Updated 9/11/07