At Phoenix Children’s, we provide quality care to every patient and family regardless of age, race, religion, marital status, sexual orientation, gender, gender identity or expression, abilities, cultural preferences, diagnosis or capacity to pay. We support the rights of patients and families at our hospital and outpatient specialty care centers. As a patient or family member, you have many rights, which are summarized here.

Respect and Personal Dignity

  • You and your child will be treated with courtesy, dignity 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 as well as personal and private property.
  • Patients 18 years or older with decision making capacity may create an Advance Directive. Assistance is available through Phoenix Children’s Social Work.
  • We will protect patient and family safety and provide access to security services.
  • You have the right to be free from abuse, neglect, exploitation, coercion, manipulation, sexual abuse, sexual assault, inappropriate restraint or seclusion during care, and to access advocacy/protective services.
  • We will provide appropriate care and support at the end of life.
  • You have the right to submit a complaint to any listed agency below without fear of retaliation.
  • You have the right to be free from misappropriation of personal and private property by personnel members, employees, volunteers, or students.
  • You have the right to receive treatment that supports and respects the patient’s individuality, choices, strengths, and abilities.

Pain Assessment and Management

  • Your health care team is committed to working with you to help your child be as comfortable and free from pain as possible. You have the right to 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 receive interpreter services free of charge.
  • 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 ask questions and express concerns about the quality of care or services.
  • You have the right to use our complaint and grievance process for taking care of your concerns at any time.
  • You have the right to have your concern respected and addressed. We encourage you to contact us if you have a concern.
  • You have the right to request a schedule of hospital rates and charges required under A.R.S. 36-436.01(B).

Make Decisions About Your Child’s Care

  • You will be asked to consent to your child’s treatment, and you may refuse 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 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 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.
  • Except in an emergency, you will be informed of alternatives to a proposed psychotropic medication or surgical procedure and associated risks and possible complications of the proposed psychotropic medication or surgical procedure.

Safe, Quality Health Care

  • You have a right to know the names of those providing your child’s care.
  • 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.
  • Everyone caring for you and your child should have clean hands. If you do not see the doctor, nurse, or another health care provider clean their hands with soap and water or use a waterless alcohol hand rub when entering your room it’s ok to say, “Excuse me, did you clean your hands?” or “Please wash your hands.”
  • Let us know of changes you notice in your child. You are the expert in knowing if something is “not quite right.”
  • Staff will check your child’s ID band before tests are done, specimens are taken, and medications given. It is ok to ask them to check.
  • Pay attention to the care your child receives. Make sure your child is getting the right treatments and medications by the right health care professionals.
  • Participate in decisions about your child’s treatment. You and your child 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, according to any seasonal or other visitor restrictions that may be in effect.
  • 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.
  • If you leave the Hospital, please inform your child’s nurse. Also, check with the nurse before you take your child off the unit.

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.
  • Family-centered care means the health care team and your family agree upon a treatment plan that is best for your child. You have the right to ask questions and express concerns, and they will be addressed. Once we agree on a plan, we expect you to follow it. If you do not follow the treatment plan, we could discharge your child from Phoenix Children’s.

Meet Financial Obligations

  • You should help to make sure that your child’s bill is paid as promptly as possible.
  • Medicare Recipients — you will be advised if the cost of your care exceeds what Medicare will pay, and you may be responsible for the balance.

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 is not responsible for your personal items.
  • You must observe all safety precautions and the no smoking policy.
  • Disruptive behavior and failure to respect the rights of others could result in involuntary removal from Phoenix Children’s facilities.

We respond to your concerns in a professional and timely manner

  • If you should have a concern about your child’s care, please speak with a supervisor, manager, or director.
  • You may submit concerns any time by calling the PCH Cares Line at (602) 933-0781 or sending an email to PCHCares [at] phoenixchildrens.com (PCHCares[at]phoenixchildrens[dot]com).
  • You will not be subjected to retaliation for submitting a complaint to the department or another entity listed here.
  • In addition to using the Hospital’s complaint and grievance process, you may also send your concern at any time to:

Arizona Department of Health Services- Licensing Services
150 N. 18th Ave., Suite 450
Phoenix, AZ 85007
(602) 364-3030
Fax: (602) 364-4764
hsapps.azdhs.gov/ls/sod/OMEDLDisclaimer.aspx

 

DNV Healthcare USA Inc.
Attn: Healthcare Complaints
DNV Healthcare USA Inc.
4435 Aicholtz Rd., Suite 900
Cincinnati, OH 45245
(866) 496-9647
Fax: (281) 870-4818
Email: hospitalcomplaint [at] dnv.com (hospitalcomplaint[at]dnv[dot]com)
https://www.dnv.us/
nmhs.net/patient-family-information/complaints-grievances/

 

Office of the Attorney General Consumer Information and Complaints
2005 N. Central Ave.
Phoenix, AZ 85004
(602) 542-5763
Fax: (602) 542-4579
Print and email completed form to: info [at] azag.gov (info[at]azag[dot]gov)

 

Medicare Quality of Care Complaints - Livanta BFCC-QIO
HelpLine: (877) 588-1123
bfccqioarea5.com/states/az.html
(For Medicare beneficiaries seeking review by the Quality Improvement Organization (QIO) for quality of care issues, or need help in understanding Medicare rights)

 

For End-Stage Renal Disease Patients Only HSAG: ESRD Network 15 Intermountain End
3133 E. Camelback Rd., Suite 140
Phoenix, AZ 85016-4545
(602) 901-6600
hsag.com/en/esrd-networks/about-us/grievance-process/

 

Thank you for choosing Phoenix Children’s for your family’s health care needs. For a list of prices for our frequent services, go to Billing & Financial Assistance. For more information you may contact a financial counselor at (602) 933-2000.

A copy of Phoenix Children’s Administrative Policy on Patient and Family Rights and Responsibilities is available upon request.