Hospital Policies

                             

Cellular Phones

Please do not use cellular phones in patient care areas. The use of cellular phones in patient care and medical procedure areas can disrupt medical equipment performance. The medical staff can direct you to public telephones or areas appropriate for usage.

Patient Privacy

UCSF Benioff Children's Hospital is committed to protecting your child's medical information. The Health Insurance Portability and Accountability Act (HIPAA) of 1996 mandated significant changes in the regulations governing the provision of health benefits, delivery and payment of health care services, and security and confidentiality of patient health information.

For information about the rights you and your child have and the obligations we have regarding the use and disclosure of medical information, please see our Notice of Privacy Practices.

Patient Rights

Patients and their parents have the right to express concerns or complaints about their care with the assurance that the quality of their care or future access to care will not be compromised. You also have the right to expect a reasonable and timely response to your concerns.

We encourage you to address your concerns immediately to staff or managers of the specific department at the time of service so we can respond quickly to any concerns.

You also may contact the following departments or agencies:

Patient Relations — File a complaint with Patient Relations by writing or calling.

Patient Relations at UCSF Benioff Children's Hospital
350 Parnassus Ave., Suite 603
Campus Box 0208
San Francisco, CA 94143-0208

Phone: (415) 353-1936
Fax: (415) 353-8556
TTY: (415) 885-3TTY
Email: patient.relations@ucsfmedctr.org

You also may fax or email a Patient Visitor Report Form.

Compliance Coordinator — File a discrimination complaint or grievance based on a physical or mental disability with the hospital's Compliance Coordinator.

Patient Relations at UCSF Medical Center
350 Parnassus Ave., Suite 603
Campus Box 0208
San Francisco, CA 94143-0208

Phone: (415) 353-1936
Fax: (415) 353-8556
TTY: (415) 885-3TTY
Email: patient.relations@ucsfmedctr.org

State Department of Health Services — File a complaint or grievance with the state Department of Health Services, whether or not you use the hospital's grievance.

Department of Health Services, Licensing and Certification
350 90th St., Second Floor
Daly City, CA 94015

Phone: (800) 554-0353
TTY: (916) 657-3042

You also can file a complaint with your health plan insurer or other external organization.

Medical Board of California — File a grievance regarding a doctor or podiatrist with the Medical Board of California or Board of Podiatric Medicine.

Medical Board of California / Board of Podiatric Medicine
1426 Howe Ave. Suite 54
Sacramento, CA 95825-2322

Phone: (800) 633-2322

U.S. Department of Health and Human Services — File a written privacy complaint with Patient Relations at UCSF or with the U.S. Department of Health and Human Services Office for Civil Rights.

U.S. Department of Health and Human Services Office for Civil Rights
50 United Nations Plaza, Room 322
San Francisco, CA 94102

Phone: (415) 437-8310
Fax: (415) 437-8329
TTY: (415) 437-8311

Medicare — If your child is a Medicare patient, file a complaint or grievance regarding quality of care, a coverage decision or premature discharge appeal with Medicare's Quality Improvement Organization at (800) 841-1602 or (800) 881-5980 (TTY).

Joint Commission — Contact the Joint Commission's Office of Quality Monitoring, if you feel your concerns about patient care or safety have not been adequately addressed by UCSF Medical Center.

Joint Commission
Division of Accreditation Operations, Office of Quality Monitoring
One Renaissance Blvd.
Oakbrook Terrace, IL 60181

Phone: (800) 994-6610
Email: complaint@jointcommision.org
Fax: (630) 792-5636

Safety Drills

Safety is a fundamental concern. We participate periodically in fire and emergency drills to test safety equipment and as part of our continuing Safety Education Program for all employees. If an alarm sounds while you are here, please stay calm and follow the instructions of the staff. We will take care of you.

Smoking

Because we care about your health and the health of others, UCSF Benioff Children's Hospital and UCSF Medical Center are smoke-free. Smoking in and around the hospital premises and affiliated sites is prohibited. Outdoor smoking areas at the medical center have been eliminated.

Hospital patients who smoke will receive nicotine replacement therapy and counseling by our smoking cessation team. Nicotine replacement products will be available in the hospital Gift Shop at Parnassus and Mount Zion for family members and visitors who smoke

See a map that outlines the UCSF smoke-free zone at Mount Zion and Parnassus.

See more information about our smoke-free workplace.

NOTE — It is our policy not to engage in discrimination against or harassment of any person employed or seeking employment or patient care with UCSF Medical Center on the basis of race, color, national origin, religion, sex, physical or mental disability, medical condition (cancer-related or genetic characteristics), pregnancy, ancestry, marital status, age, sexual orientation, gender identity, citizenship, or status as a covered veteran (special disabled veteran, Vietnam era veteran, or any other veteran who served on active duty during a war or in a campaign or expedition for which a campaign badge has been authorized). Non-discrimination information is available in an alternative form of communication to meet the needs of persons with sensory impairments.

Related Information

Preparing for Your Stay

Child Life Services
Phone: (415) 353-1203

Pediatric Social Work
Phone: (415) 353-2655

Prepare Clinic
Phone: (415) 353-1099

Contact Us

For help finding a doctor or other assistance, contact our Physician Referral Service at (888) 689-UCSF or (888) 689-8273.

Have a question? Send us an email.