Derechos de los Pacientes
Every patient at UCSF Benioff Children's Hospital Oakland has a right to:
- Considerate and respectful care
- Information about the illness, course of treatment and prospects for recovery and/or unanticipated outcomes
- Receive services from a medical interpreter when needed
- Active participation in decisions regarding medical care
- Receive information about their rights
- Receive information about person(s) responsible for their care, treatment and services
- Information to access protective advocacy services and an environment that preserves dignity
- Personal safety and security
- Attention to spiritual and cultural needs
- Reasonable response from the hospital for requests to refuse care and treatment in accordance with law and regulations
- Privacy and confidentiality
- Have informed consent obtained for diagnosis, procedures, treatment and at times for film, photography or media relations
- Access to the complaint and resolution procedure
- Respect for the need for effective communication
- Have end-of-life decisions and wishes of the patient and family addressed by the Hospital
As a patient, parent or guardian at UCSF Benioff Children's Hospital Oakland, it is your responsibility to:
- Wear a Children’s Hospital Oakland ID badge when in the hospital.
- Give complete health information.
- Follow your treatment plan and tell your health care team if there is pain or changes in condition.
- Tell those who care for you when you do not understand your care or what is expected of you.
- Know that if you refuse treatment, you are responsible for the outcome.
- Follow the hospital’s rules out of respect for other families and hospital staff. This includes respect for the property of others, controlling noise, and following the no-smoking policy.
Confidentiality and Privacy
We respect and protect the privacy of our patients and their families. We are privileged to care for your child, and are sensitive to the privacy and confidentiality of the children and families we serve.
The Ethics Committee
When the family of a very ill child is faced with hard choices about appropriate care, the Ethics Committee can help the family reflect on the next step to take. Family members or medical team members may ask for a confidential consultation with this committee. Help from the hospital chaplain and from Social Services is available for additional support.
Relieving pain is essential to healing. At Children’s Hospital, pain management is a very important part of patient care. An individual pain management plan is made for every patient.
Your child will be kept comfortable so their energy can be focused on getting better. The nursing units have information about how we manage pain for your child, what you can do to help, and about your rights and responsibilities.
You’ll find more information about pain management in the Family Resource & Information Center, located on the second floor of the main hospital across from the cafeteria.
Quality care and excellent service is a part of our mission and it is your right to receive nothing less than this. Please do not hesitate to notify us if you’re concerned or have questions about your rights or the care you have received. It is your right and our honor to ensure you are 100% satisfied. You may speak to your nurse, department manager or doctor. These “on-the-unit” staff members can immediately help you.
You may also share your concerns, suggestions or recommendations with the Patient Advocate. Contacting the Patient Advocate or registering a complaint, will not affect your access to care or the quality of future care your child receives. The Patient Advocate will ensure your complaints are addressed with the goal of resolving any issues.
Children's Hospital Oakland's Patient Advocate can be reached at:
- Phone: (510) 428-3885 ext. 5483
or by writing to:
- Patient Safety
UCSF Benioff Children's Hospital Oakland
747 52nd Street
Oakland, CA 94609
If you have any urgent issue after business hours, please feel free to call the Administrative Response Line and a representative will return your call as soon as possible.
Call the Administrative Response Line at:
Additional organizations you can express your concerns to include the following; whether or not you use the hospital’s complaint process:
- California Department of Public Health Licensing & Certification Divisions
850 Marina Bay Parkway, Bldg. P, 1st Floor
Richmond, CA 94804
- Fax: 510-620-5820
- Phone: 510-620-3900 or 1-800-554-0352
- The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
You may also file a complaint related to the professional competence or professional conduct of a physician/surgeon with the following:
- The Medical Board of California, Central Complaint Unit
2005 Evergreen Street, Suite 1200
Sacramento, CA 95815
- Fax: 916-263-2435
- Phone: 1-800-633-2322 (Central Complaint Unit for Physicians and Podiatrists)