Patient rights and responsibilities

As a patient or parent of a minor patient, it is important to know the rights that have been given to you, under federal and Arizona state law.

Access

You have the right to:

• Access to a telephone.
• To receive assistance from a family member, representative or other individual in understanding, protecting or exercising your rights.
• Not be discriminated against based on race, religion, national origin, age, disability, diagnosis, marital status, gender or sexual orientation.
• Have a family member (or other representative of your choosing) and your own community doctor notified promptly of your admission to the hospital.
• Be informed of your visitation rights and receive visitors whom you designate, including, but not limited to, a spouse, a domestic partner (including same-sex domestic partner), another family member or a friend, subject to your consent and withdraw or deny such consent at any time. The hospital and/or clinic will ensure that visitors enjoy full and equal visitation privileges consistent with your preferences.
• Not be restricted, limited or otherwise denied visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation or disability.

Respect and Dignity

You have the right to:

• Be treated with dignity, respect and consideration.
• To receive treatment that supports and respects your individuality, choices, strengths and abilities.

Privacy and Confidentiality

You have the right to:

• Privacy and confidentiality of records except as otherwise provided by law.
• Receive privacy in treatment and care for personal needs. 

You (or your representative) have the right to:

• Except as otherwise permitted by law, provide written consent to the release of information in your medical record or financial records.
• Consent to photographs being taken of you before you are photographed, except in instances where you may be photographed when admitted to the hospital/clinic for identification and administrative purposes.
  • Notice of Privacy Practices in English
  • Notice of Privacy Practices in Spanish
  • Notice of Privacy Practices in Traditional Chinese
  • Notice of Privacy Practices in Vietnamese

Medical Information, Consent and Refusal of Treatment 

You (or your representative) have the right to:

• Except in an emergency, either consent to or refuse treatment.
• Refuse or withdraw consent for treatment before treatment is initiated.

You have the right to:

• Review, upon written request, your own medical record in accordance with applicable law.
• Except in an emergency, be informed of alternatives to a proposed psychotropic medication or surgical procedure and associated risks and possible complications of a proposed psychotropic medication or surgical procedure.
• Except as authorized by law, be informed of your proposed involvement in research, experimentation or education, if applicable.
• To participate or refuse to participate in research or experimental treatment.

Provision of Information

You (or your representative) have the right to:

• Know which hospital and/or clinic rules and policies apply to your conduct while during your inpatient or outpatient patient visit.
• View current license inspection reports with patient information redacted. Current license inspection reports required in A.R.S. § 36-425 (D) are available upon request. Please email City of Hope Phoenix Department of Quality and Risk Management at [email protected] for more information.
• Except in an emergency, be provided with a description of the hospital and/or clinic’s policies and procedures on health care directives at the following times:
  • If you are an inpatient, at the time of admission
  • If you are an outpatient:
    1. Before any invasive procedure
    2. If the hospital services include a planned series of treatments, at the start of each series

Medical Treatment Decisions

You have the right to:

• Formulate and tell us about your advance directives and to have hospital staff and practitioners who provide care in the hospital comply with these directives.
• Participate or have your representative participate in the development of, or decisions concerning, treatment. 
   

Continuity of Care

You have the right to:

• To receive a referral to another health care institution if the hospital/clinic is not authorized or not able to provide physical health services or behavioral health services that you need.

Financial Information

You (or your representative) have the right to:

• Be informed of how to obtain a schedule of hospital rates and charges.
• You may review such schedule upon request, by contacting City of Hope Phoenix’s Financial Counseling Department at 623-207-3040.

Personal Safety

You have the right to:

• Not be subjected to abuse, neglect, manipulation, exploitation, coercion, sexual abuse, sexual assault, seclusion (except as permitted by law), restraint (if not necessary to prevent imminent harm or except as permitted by law).
• Not be subjected to misappropriation of personal and private property by the hospital’s/clinic’s medical staff, personnel members, employees, volunteers or students.
• Receive care in a safe setting, free from all forms of abuse and harassment.
• Not be subjected to retaliation for submitting a complaint.

Complaints or Concerns

You (or your representative) have the right to:

• Be informed of the patient complaint policies and procedures of the hospital and/or clinic, including the telephone number of hospital/clinic personnel to contact about complaints and the department's telephone number if the hospital/clinic is unable to resolve the patient's complaint.

• File a grievance. If you want to file a grievance with this hospital or clinic, you may do so by writing or calling:

  City of Hope Phoenix, Patient Advocate
  14200 W. Celebrate Life Way
  Goodyear, AZ 85338

  Phone: (623) 207-3520

• The grievance committee will review each grievance and provide you with a written response within 30 days. The written response will contain the name of a person to contact at the hospital or clinic, the steps taken to investigate the grievance, the results of the grievance process and the date of completion of the grievance process. Concerns regarding quality of care or premature discharge will also be referred to the appropriate Utilization and Quality Control Peer Review Organization.
• File a complaint with the state Department of Health and Human Services, regardless of whether you use the hospital’s grievance process.
  
  Arizona Department of Health Services
  150 N. 18th Ave.
  Phoenix, AZ 85007
  
  Phone: (602) 364-3030
  app3.azdhs.gov/PROD-AZHSComplaint-UI
• You may also contact The Joint Commission if you have any patient safety or quality concerns through jointcommission.org or by calling (800) 994-6610.

Patient Responsibilities

To effectively partner with you in providing high quality care, City of Hope asks that you (or, where appropriate, your designated representative) fulfill the following responsibilities:

• Provide timely, complete and accurate information about your current and past health, including illnesses, hospitalizations, medications and other relevant health facts.
• Promptly alert City of Hope staff to any changes in your condition, including unexpected symptoms.
• Provide accurate, up-to-date contact details, identification numbers, insurance and payment information.
• Alert staff if you feel there is a problem with your care or have concerns about safety.
• Meet all financial obligations agreed upon with City of Hope in a timely manner.
• Provide a copy of your advance directives if you have one. At admission, share the identity of your health care agent and your care preferences. A care team member can assist you in preparing one if needed.
• Be open in communicating about your pain and pain control options.
• Ask questions about your care and acknowledge when you do not understand treatment or decisions. Clear communication helps ensure safe and effective care.
• Carefully read and ensure you understand any forms before signing.
• Follow your treatment plan as developed with your care team, including instructions from nurses and allied health professionals. Accept responsibility for outcomes if you choose not to follow the plan.
• Inform your care team if you are unable to follow your treatment plan so alternatives can be discussed.
• Respect clinical policies by keeping appointments or canceling in advance.
• Follow all instructions, policies, rules and regulations that support quality care and a safe hospital environment.
• Assist in maintaining a safe environment by speaking up about unsafe conditions or practices.
• Treat staff members with courtesy and respect, using civil language and conduct.
• Show respect and consideration for other patients, visitors and care providers by minimizing noise, refraining from smoking and respecting others’ rights, privacy and property.
• Safeguard your personal belongings while at the hospital or clinic.
• Understand that City of Hope may assign any competent care provider whose skills match your clinical needs. Staff and their work environment must remain free from all forms of retaliation.
• Honor the check-out time on the day of discharge.
• Arrange appropriate care after medical discharge.
• Request interpretation services if you need help understanding medical information in your preferred language.