Your Patient and Family Rights and Responsibilities
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- Belinda Stone
- 6 years ago
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1 Your Patient and Family Rights and Responsibilities
2 We promise quality, patient- and family-centered care. You and your family are members of the care team, and this is what you can expect when receiving care from us. To show respect we: Tell you who we are and explain our role in your care. Provide care that protects your dignity and personal privacy while respecting your cultural and personal values. Keep medical records and discussions about your care and family information private. Take actions to relieve your pain using medicines and other comfort measures. Provide safe care in a secure setting free from abuse, neglect or harassment, with access to protective services. Do not use restraints and seclusion or limit communication except when we need to for patient care and safety, as allowed by law. To support you and your family we: Try to notify a family member or someone you name when you are admitted. Welcome visitors of your choice: Parents, legal guardians, spouses, and domestic partners (including same-sex domestic partners) can be with you anytime. We will provide a place for one of them or an adult they name to spend the night near you. Family members and friends can visit from 8 a.m. to 8 p.m. You can refuse visitors anytime. We may restrict or limit visitors for treatment reasons like infection risk or because of limited space or safety. We do not restrict, limit or deny visitors based on race, color, national origin, religion, sex, gender identity, sexual orientation or disability. Provide disability access to our buildings. To help make information clear we: Work with you on your care plan and explain treatment outcomes and options in a way that you can understand. Provide interpreters for Deaf, hard-of-hearing or non-english-speaking patients, family members and legal representatives free of charge. We also will make information available in other formats, if you request it. Contact your primary care provider. This includes notifying the provider promptly of hospital admission and other important changes in care. 2
3 Teach you about follow-up care you ll need before you go home or are transferred. Connect you with community resources for your care. Help you get a copy of your medical records, if you request them. Give you our Notice of Privacy Practices that explains how we use your information and about your health information rights. Give you a copy of About Your Hospital Bill that answers some of the most common questions about bills. Explain how you can apply for Children s financial assistance even if you have insurance. You have choices about your care. You may: Receive information about treatment options and risks so you can make informed choices about care, including refusing care as allowed by law. Choose to have an additional staff member in the room during exams or procedures. Choose or refuse to take part in a research project. Your decision will not affect the quality of care you receive. Ask for an ethics consult when there are confusing or difficult care issues. Ask for religious or spiritual services. Set goals for end-of-life care. If you are 18 or older, we offer you written information about advance directives when you are admitted. Consider options for organ and tissue donation. As a partner in your care, we ask that you: Help us keep you, other families, and our staff safe by: Telling us right away if you have concerns about safety or feel your care is at risk. Following Children s rules for visiting; use of alcohol, tobacco, and other drugs; and possession of weapons. Ask questions and take part in decisions about your care, including pain relief options. Share complete and correct information about your health and medical history. Follow the treatment plan at home or tell us if you are not able to follow the plan. Keep appointments or let us know if you cannot come. Respect the rights of others. Follow your health insurance requirements like getting an authorization before a surgery or appointment. 3
4 Comments or concerns We want to provide the best care for you and your family. Your suggestions help us improve our services. Here are the ways you can give us your comments: Speak with your nurse. If your nurse is not able to help, ask to speak with a charge nurse or the manager. Call Patient and Family Relations at or (toll-free). Or, if you d like to speak to someone in your own language, call the Family Telephone Interpreting Line at and ask the interpreter to connect you with Fill out a comment card and give it to a staff member. Cards are at the hospital and all clinic locations. Go online: family.feedback@seattlechildrens.org. Write to: Seattle Children s Hospital Patient and Family Relations PO Box 5371, RB Seattle, WA By calling or writing Patient and Family Relations about your grievance, you can expect acknowledgement of your concern within about 7 days. If we need more time, we will give you an estimated date for a final response. Ways to file a complaint outside of Children s You may file a complaint directly with the Washington State Department of Health: By calling or By writing: HSQA Complaint Intake PO Box Olympia, WA By HSQAComplaintIntake@doh.wa.gov You may also contact DNV GL Healthcare, another group that regulates us: By calling By writing: ATTN: Hospital Complaints 400 Techne Center Drive #100 Milford, OH By hospitalcomplaint@dnvgl.com 4
5 Discrimination is against the law Seattle Children s complies with applicable federal and other civil rights laws and does not discriminate, exclude people or treat them differently based on race, color, religion (creed), sex, gender identity or expression, sexual orientation, national origin (ancestry), age, disability, or any other status protected by applicable federal, state or local law. Free aids and services for people with disabilities Seattle Children s provides these free aids and services to help people with disabilities, such as patients and caregivers, communicate effectively with us: Qualified sign language interpreters Written information in other formats (e.g., large print, audio, accessible electronic formats) Free language services Seattle Children s provides these free language services to people, such as patients and caregivers, whose primary language is not English: Qualified interpreters Information written in other languages If you need these services, tell the person helping you that you need assistance, or contact the Family Resource Center at Complaints? Seattle Children s Patient and Family Relations If you believe Seattle Children s has failed to provide these services or discriminated in any way, you can file a formal complaint (grievance) with Patient and Family Relations: Phone/Interpreter: or (toll-free). For an interpreter, call and ask the interpreter to connect you with Online: family.feedback@seattlechildrens.org Mail: Seattle Children s Hospital M/S RB PO Box 5371 Seattle, WA If you need help filing a formal complaint (grievance), call the Patient and Family Relations number above and someone will help you. OR U.S. Department of Health and Human Services, Office for Civil Rights You also can file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights: Online: Phone: (TDD) Mail (Complaint forms are available at Centralized Case Management Operations U.S. Department of Health and Human Services 200 Independence Avenue SW Room 509F HHH Bldg. Washington, D.C
6 አማርኛ እርስዎ እንግሊዝኛ ባይናገሩ ወይም መስማት ወይም ማየት የሚሳንዎት ከሆነ ለርስዎ ያለ ምንም ወጪ የአስተርጓሚነት አገልግሎት እንሰጣለን አስተርጓሚ እንደምፈልጉ ለሚረዳዎት ሰው ይንገሩት ወይም ወደ ቤተሰብ አገልግሎት ማዕከል በ ይደውሉ ية ترجمه ال عرب ال إذا كنت ال تتكلم اإلنكليزية أو كنت أصم لديك صعوبة في السمع أو أصم/ ضرير فإننا سوف نقدم لك خدمات الترجمة بدون مقابل. أخبر الشخص الذي يساعدك بأنك بحاجة الى مترجم أو اتصل بمركز موارد العائلة على الرقم. - - ភ ស ប ខ រ ប រស នបរ អ នកម នអ ចន យ យភ ស អ ង បល សប ន ឬអ នកស រ ម នឮ ឬព ប កស រ ឮ/ព ប កបម លប ញប បយ ង ន ងផ ល បសវ រកប ប រន យ យផ ទ ល ម ត ដល អ នកប យឥតល តថ ល ប ន ស មប ប រ អ នកប ដលជ យអ នកថ អ នកប ត វក រ អ នករកប ប រផ ទ ល ម ត ឬក ទ រស ព ប មណ ឌ លធនធ នប ល ស រ ក ប ន ត មបលខ ទ រស ព 简体中文如果您不说英语, 或您患有耳聋 听力障碍或耳聋 / 眼盲, 我们会为您提供免费翻译服务 请告诉接待人员您需要翻译, 或致电家庭资源中心 اگر به زبان انگلیسی صحبت نمی کنید یا ناشنوا دارای ضعف شنوائی یا ناشنوا/نابینا هستید ما بطور رایگان خدمات ترجمه شفاهی در اختیار شما قرار خواهیم داد. به شخصی که کمک تان می کند بگوئید ) به شماره نیاز به مترجم شفاهی دارید یا با مرکز منابع خانواده ( تماس حاصل فرمائید. فارسی दह 日本語 한국어 यद आप अ ग र ज नह ब लत ह, य यद आप स न नह सकत ह, आपक ऊ च स न ई त ह य आप स न/ ख नह सकत ह, त हम ककस श ल क क बबन आपक भ ष य स व ए प र न कर ग आपक म कर रह व यक तत क बत ए कक आपक ककस भ ष ए क ज़र रत ह य फ ममल ररस सस स टर क पर क ल कर 日本語ができない方 耳や目が不自由な方に 無料で通訳サービスを提供いたします 担当者に通訳が必要だと伝えるか ファミリー リソース センター ( ) までお電話ください 귀하가영어를못하는경우, 또는귀하가청각장애가있거나, 난청이거나, 또는청각 / 시각 장애가있는경우, 저희는귀하에게통역서비스를무료로제공합니다. 귀하를도와주는 도우미에게통역자가필요하다고말씀하시거나, 또는 센터에전화하십시오. 번으로가족상담 6
7 ພາສາລາວ ຖ າວ າທ ານບ ເວ າພາສາອ ງກ ດ, ຫຖ າວ າທ ານຫ ໜວກ, ໄດ ຍນຍາກ ຫ ຫ ໜວກ/ຕາບອດ, ພວກເຮາຈະໄຫ ບລການທາງດ ານການແປພາສາໂດຍບ ຄດລາຄາ. ຈ ງບອກບ ກຄນທ ຊ ວຍທ ານວ າທ ານຕ ອງການນາຍແປພາສາ ຫ ໂທລະສ ບຫາສ ນກາງບລ ການຄອບຄວທ. 简体中文如果您不说英语, 或您患有耳聋 听力障碍或耳聋 / 眼盲, 我们会为您提供免费翻译服务 请告诉接待人员您需要翻译, 或致电家庭资源中心 ਪ ਜ ਬ Română Русский ਜ ਤ ਸ ਅ ਗ ਰ ਜ਼ ਨਹ ਬ ਲਦ ਹ, ਜ ਜ ਤ ਸ ਸ ਣ ਨਹ ਸਕਦ ਹ, ਤ ਹ ਨ ਉ ਚ ਸ ਣ ਈ ਦਦ ਦ ਹ ਜ ਤ ਸ ਸ ਣ/ਦ ਖ ਨਹ ਸਕਦ ਹ, ਤ ਅਸ ਦਕਸ ਮ ਲ ਦ ਦਬਨ ਤ ਹ ਨ ਦ ਭ ਸ਼ ਆ ਸ ਵ ਵ ਮ ਹ ਈਆ ਕਰ ਗ ਤ ਹ ਡ ਮਦਦ ਕਰ ਰਹ ਦਵਅਕਤ ਨ ਦ ਸ ਦਕ ਤ ਹ ਨ ਦਕਸ ਦ ਭ ਸ਼ ਏ ਦ ਲ ੜ ਹ ਜ ਫ ਦਮਲ ਦਰਸ ਰਸ ਸ ਟਰ ਨ 'ਤ ਕ ਲ ਕਰ Dacă nu vorbiţi limba engleză sau dacă sunteţi surd(ă), aveţi probleme cu auzul sau sunteţi surd(ă) şi orb(oarbă), vă vom oferi servicii gratuite de interpretariat. Spuneţi-i persoanei care vă ajută că aveţi nevoie de un interpret sau sunaţi la (Centrul de resurse pentru familii) la. Если Вы не говорите по-английски или если Вы глухие, слабослышащие или глухие/слепые, мы предоставим Вам бесплатные переводческие услуги. Скажите помогающему Вам лицу, что Вы нуждаетесь в переводчике или позвоните в Центр помощи для семьи по тел.. Украiнський Tiếng Việt Якшо Вы не говорите по-англiйски, або глухи, с поганим слухом, або глухи/cлiпи, ми будемо надавати послуги усного перекладу для Вас безкоштовно. Скажить людинi, допомогаючей Вам, що Вам потрiбен перекладач або зателефонуйте до Центра допомоги для сiмей по тел.. Nếu quý vị không nói được tiếng Anh hoặc nếu quý vị bị điếc, khiếm thính hoặc điếc/ mù, chúng tôi sẽ cung cấp dịch vụ thông dịch cho quý vị miễn phí. Ha y nói cho người đang giúp quý vị hay rằng quý vị cần một thông dịch viên hoặc gọi Trung Tâm Nguồn Hổ Trợ Gia Đình theo số. 7
8 Main hospital number Medical records Patient privacy Security concerns Child abuse and neglect Disability access Deaf and hard-of-hearing services Billing/Financial assistance Hospital and provider bills Financial assistance or Help making difficult medical decisions (Ethics consult) (Ask operator for ethics consultant.) Religious or spiritual services (Ask operator for chaplain.) Advance directives Comments and concerns Toll-free Free Interpreter Services In the hospital, ask your child s nurse. From outside the hospital, call the toll-free Family Interpreting Line: Tell the interpreter the name or extension you need Sand Point Way NE PO Box 5371 Seattle, WA (Toll-free for business use only) (Family Interpreting Line) Financial assistance for medically necessary services is based on family income and hospital resources and is provided to children under age 21 whose primary residence is in Washington, Alaska, Montana or Idaho. Children s will make this information available in alternate formats upon request. Call the Family Resource Center at Seattle Children s, Seattle, Washington. All rights reserved. 7/17 PI090
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