Patient Rights and Responsibilities: City of Hope Los Angeles- and Orange County-Area Locations

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

Access

You have the right to:

  • Have a family member (or other representative of your choosing) and your own doctor notified promptly of your admission to the hospital.
  • Designate visitors of your choosing, if you have decision-making capacity, whether or not the visitor is related by blood, marriage or registered domestic partner status. At a minimum, the hospital shall include any persons living in your household and any support person defined in federal law. The hospital will ensure that visitors enjoy full and equal visitation privileges consistent with your preferences unless:
    • No visitors are allowed.
    • The facility reasonably determines that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health facility staff or other visitor to the health facility or would significantly disrupt the operations of the facility.
  • You have told the health facility staff that you no longer want a particular person to visit. However, a health facility may establish reasonable restrictions upon visitation, including restrictions upon the hours of visitation and number of visitors.
  • Appropriate assessment and management of your pain, information about pain, relief measures and to participate in pain management decisions. You may request or reject the use of any or all modalities to relieve pain, including opiate medication. The doctor may refuse to prescribe the opiate medication but must inform you that there are doctors who specialize in the treatment of severe chronic intractable pain.
  • Exercise these rights without regard to sex, race, color, religion, ancestry, national origin, age, disability, medical condition, marital status, gender identity or expression, sexual orientation, educational background, economic status or the source of payment for care.

Respect and Dignity

You have the right to:

  • Receive kind and respectful care, be made comfortable and have caregivers respect your cultural, psychosocial, spiritual and personal values, beliefs and preferences.
  • Reasonable responses to any reasonable requests made for service.

Privacy and Confidentiality

You have the right to:

Medical Information, Consent and Refusal of Treatment

You have the right to:

  • Know the name of the doctor who has primary responsibility for coordinating your care and the names and professional relationships of other doctors and caregivers who will see you.
  • Receive information about your health status, diagnosis, prognosis, course of treatment, prospects for recovery and outcomes of care (including unexpected outcomes) in a timely manner and in terms you can understand. You have the right to effective communication and to take part in developing and implementing your plan of care. You have the right to participate in ethical questions that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services and forgoing or withdrawing life-sustaining treatment.
  • Make decisions regarding medical care and receive as much information about any proposed treatment or procedure as you may need in order to give informed consent or to refuse a course of treatment. Except in emergencies, this information shall include a description of the procedure or treatment, the medically significant risks involved, other courses of treatment or nontreatment and the risks involved in each and the name of the person who will carry out the procedure or treatment.
  • Be advised if the hospital/personal doctor proposes a clinical study affecting your care or treatment. You have the right to refuse to participate in such research projects.

Provision of Information

You have the right to:

  • Know which hospital rules and policies apply to your conduct while a patient.

Medical Treatment Decisions

You have the right to:

  • Formulate advance directives. This includes designating a decision maker if you become incapable of understanding a proposed treatment or become unable to communicate your wishes regarding your care. Hospital staff and practitioners who provide care in the hospital shall comply with your directives. All patients’ rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf.

Continuity of Care

You have the right to:

  • Reasonable continuity of care and to know in advance the time and location of appointments, as well as the identity of the persons providing the care.
  • Be informed by the doctor or a delegate of the doctor, of continuing health care requirements following discharge from the hospital. You have the right to be involved in the development and implementation of your discharge plan. Upon your request, a friend or family member may be provided with this information also.

Refusal of Treatment

You have the right to:

  • Request or refuse treatment, to the extent permitted by law. However, you do not have the right to demand inappropriate or medically unnecessary treatment or services. You have the right to leave the hospital even against the advice of physicians, to the extent permitted by law.

Financial Information

You have the right to:

  • Examine and receive an explanation of the hospital’s bill regardless of the source of payment.

Personal Safety

You have the right to:

  • Be free from restraints and seclusion used as a means of coercion, discipline, convenience or retaliation by staff.
  • Receive care in a safe setting, free from mental, physical, sexual or verbal abuse and neglect, exploitation or harassment. You have the right to access protective and advocacy services including notifying government agencies of neglect or abuse.

Complaints or Concerns

You have the right to:

  • Discuss your concerns about care with your physician or other caregivers.
  • File a grievance. If you want to file a grievance with this hospital, you may do so by writing to:
    • City of Hope Los Angeles: Patient Advocate, 1500 E. Duarte Rd., Duarte, CA 91010
    • City of Hope Orange County: [email protected]
    • You may also call Patient Advocacy at:
  • The grievance committee reviews each grievance and will provide you with a written response within 30 days. The written response will contain the name of a person to contact at the hospital, 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. The state Department of Health and Human Services address and phone number are:

County of Los Angeles, Department of Health Services
3400 Aerojet Ave., Suite 323
El Monte, CA 91731

Phone: (800) 228-1019 or (626) 569-3727

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.