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    Patient Rights

    Mills-Peninsula respects your rights
    Mills-Peninsula is committed to providing high quality, cost-effective health care to the community. Every patient deserves to be treated with respect, dignity, and concern. We will do our best to serve you.

    We encourage you to be an active partner in your care. When you are well informed, participate in treatment decisions, and communicate openly with your doctor and other health professionals, you help make your care as effective as possible.

    Mills-Peninsula respects the personal preferences and values of each individual. Our goal is to observe your rights as a patient.

    While you are a patient at Mills-Peninsula, you may exercise your rights regardless of gender, economic status, educational background, race, color, religion, ancestry, national origin, sexual orientation, marital status or the source of payment for care.

    To file a complaint or grievance without fear of retaliation, retribution, harassment or recrimination contact the following:

    Mills-Peninsula Health Services
    Patient Relations
    1501 Trousdale Drive
    Burlingame, CA 94010
    (650) 696-5565

    California Department of Public Health, District Office
    350 90th Street, 2nd Floor
    Daly City, CA 94015
    (800) 554-0353

    The Joint Commission
    One Renaissance Boulevard
    Oakbrook Terrace, IL 60181
    (800) 994-6610
    www.jointcommission.org

    To file a complaint or grievance regarding quality of care or a premature discharge for a Medicare Beneficiary, the patient or family may contact Lumetra, the Utilization and Quality Control, Quality Improvement Organization.

    Lumetra
    One Sansome Street, Suite 600
    San Francisco, CA 94104-4448
    800-841-1602
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    Conditions of Care

    While you are a patient at Mills-Peninsula, you have the right to the following.

    • Before we provide or discontinue care, you will be informed of your rights, whenever possible.
    • We will notify a family member or representative and your own doctor when you are admitted to the hospital.
    • You will be told the name of the doctor coordinating your care, and the names and professional relationships of other health care professionals who will see you.
    • From all of them, you can expect considerate and respectful care that safeguards your cultural, psychosocial and spiritual values.
    • You will receive care in a safe setting that is free from all forms of abuse and harassment.
    • All patients have the right to pain relief, so we will do all we can to assess and manage your pain.
    • Once you are discharged from the hospital, you will be told about continuing health care requirements.

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    Information & Privacy

    You have the right to receive clear, understandable information about your illness, course of treatment and prospects for recovery. You will receive as much information about any proposed treatment or procedure as you need to give informed consent or to refuse treatment. Except in emergencies, this information includes a description of the procedure or treatment, the medical risks involved, alternate courses of treatment or non-treatment and the risks involved in each, and the name of the person who will carry out the procedure or treatment.

    You may formulate an advance health care directive, which we will follow within legal limits. Decisions regarding your medical care, including the development and implementation of your care plan, will involve you as much as possible. This includes your right to refuse treatment.

    You have a right to personal privacy. Expect full consideration of your privacy concerning your medical care program. Case discussion, consultation, examination and treatment are confidential and will be conducted discreetly. You have the right to be told why any individual is present.

    All communication and records about your care and stay in the hospital will be kept confidential. You must give written permission before your medical records can be made available to anyone not directly related with your care.

    You will be able to gain access to information contained in your medical record within a reasonable time. This still applies once you have left the hospital.

    With your authorization, we will provide a friend or family member information about your continuing health care requirements after discharge.
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    Ethics

    Restraints, while medically necessary on occasion, will not be used as a means of coercion, discipline, convenience or retaliation. Restraints or seclusion are not permitted as forms of behavior management.

    Expect reasonable responses to any reasonable requests you make for service. You may leave the hospital even against the advice of physicians.

    To ensure reasonable continuity of care, we will give you advance notice about the times and locations of appointments, as well as the identity of those providing care.

    You have the right to be told if your doctor proposes to participate in human experimentation that affects your care or treatment. You may refuse to participate in such research projects. Consult the Bioethics Committee and participate in any bioethical issues that arise in your case by asking your nurse or physician, or calling the Medical Staff Services Office at extension 5660.
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    Visitors

    You may designate visitors of your choosing, with some exceptions. Medical necessity may require that no visitors be allowed. In addition, the facility may determine that a particular visitor would endanger the health or safety of you, a member of the staff or other visitors, or would disrupt facility operations. You may also decide if there are visitors you do not wish to allow.
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    Rules & Policies

    You have the right to know which hospital rules and policies apply to your conduct.

    You may examine and receive an explanation of your bill regardless of the source of payment.

    Your rights as a patient may be applied to someone who has legal responsibility to make decisions regarding your medical care.
    Concerns voiced by you or your representative will be addressed quickly and respectfully.
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