Patient Rights and Responsibilities

PATIENT/FAMILY RIGHTS

The staff of Children’s Clinics for Rehabilitative Services (Children’s Clinics) is here to serve medically and financially eligible patients and their families. We strive continuously to offer a family-centered environment, and we are dedicated to providing our patients with quality healthcare. Consideration and respect for individuality and dignity are among our primary objectives. The entire staff supports the following rights:

1. If the patient qualifies for services at Children’s Clinics, he/she has the right to receive the care necessary for his/her medical diagnosis, without discrimination on the basis of race, color, creed, sex, disability or the source of payment.
2. The patient has the right to be assured of confidential treatment of disclosures and health information in accordance with current state and federal (HIPAA) regulations.
3. The patient has a right to make decisions regarding medical care, to include the right to refuse medical treatment and to execute an advance directive.
4. The patient/family has the right to be treated respectfully and considerately by others, to be addressed by his/her proper name, to be listened to when he/she has a problem or a question and to receive an appropriate response. We encourage each patient/family to share concerns, suggestions and comments with us at any time. The patient/family may file a complaint or grievance with us about any aspect of their care, services or treatment. Filing a complaint or grievance will not compromise the patient’s present or future care. The procedure for filing a grievance or appeal is available through the Manager of Patient/Family Services (324-3052), whose office is located on the second floor. A provider, with the member’s consent, may also file a complaint or grievance. In addition, the patient/family may file a complaint or grievance with the Children’s Rehabilitative Services Administration, CRSA, located at 150 N. 18th Ave. #330, Phoenix, Arizona 85007; 602-542-1860.
5. Each patient/family has the right to unbiased and complete information concerning the patient’s diagnosis and treatment in terms that are understandable. If English is not the patient’s/family’s primary language, Children’s Clinics shall provide assistance with interpretation and translation needs at no cost to the patient/family.
6. Culturally competent services will be made available to all patients and family members. We will make every attempt to be sensitive to the patient’s/family’s cultural and spiritual beliefs.
7. In the event that the patient is no longer medically or financially eligible for the Children’s Clinics services, the patient/family will be given a written explanation of the reason(s) for the discharge and a referral to an alternate source of care.
8. The patient has the right to appropriate assessment and management of pain.

PATIENT/FAMILY RESPONSIBILITIES

1. It is the full responsibility of the patient/family to update the patient’s financial eligibility on a regular basis. Failure to do so could result in suspension of services and/or payment for services. Every attempt will be made to aid the patient/family in this process in order to prevent a lapse in the child’s medical care.
2. It is the responsibility of the patient/family to keep appointments as scheduled and to notify the appropriate appointment desk if you are unable to do so (medical/dental clinic appointments: 324-3600, rehab clinic appointments: 324-3550). Children’s Clinics asks that you reschedule appointments if the patient is ill.
3. It is the responsibility of the patient/family to carry out treatment and obtain tests as requested by the physician and/or professional staff.
4. It is the responsibility of the patient/family to notify Children’s Clinics promptly of changes in address, phone numbers and/or legal guardianship.
5. It is the responsibility of the patient/family to make sure the patient has a primary care provider (i.e. family doctor or pediatrician) to take care of general healthcare needs.
6. It is the responsibility of the patient/family to keep Children’s Clinics advised of medical treatment rendered by other providers and to assist in communication and transferring information on such treatment so we can better coordinate and provide continuity of care to the child.
7. It is responsibility of the family to be aware at all times of your child and of his/her location and to manage and control any children that you bring with you to the clinic for their safety and the safety of others.
   

Rev. September 2005;November 2006