Patient Rights and Responsibilities

Patient Rights

• considerate and respectful care, and to be made comfortable
• respect for your cultural, psychosocial, spiritual, and personal values, beliefs and preferences
• have your personal physician and/or another person of your choosing promptly notified of your admission to the hospital
• know the name of the health care team members involved in your care
• receive information about your health status, diagnosis, prognosis, course of treatment, prospects for recovery and outcomes of care (including unanticipated outcomes) in terms you can understand.
• participate in the development and implementation of your plan of care
• participate in ethical questions arising during your care, including issues of conflict resolution, withholding resuscitative services, forgoing or withdrawing life-sustaining treatment, or requesting an ethics consult by calling (310) 794-6219 or paging ID# 38442
• 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 will include a description of the procedure or treatment, the medically significant risks involved, alternate 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.
• 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.
• leave the hospital even against the advice of members of the medical staff, to the extent permitted by law
• be advised if the hospital or your care provider will engage in or perform human research or experimentation affecting your care and can refuse to participate in such research
• reasonable responses to any reasonable requests made for service
• appropriate assessment and management of your pain, information about pain, pain relief measures and participation in pain management decisions. You may request or reject using any or all modalities to relieve pain. Your provider may refuse to prescribe specific treatments or medications but must inform you that there are physicians who specialize in treating severe chronic pain.
• create advance directives including designating a decision-maker if you become incapable of understanding a proposed treatment or cannot communicate your wishes regarding care. Hospital staff and practitioners who provide care in the hospital shall comply with these directives. All patients’ rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf.
• have personal privacy respected. Privacy curtains will be used in semi-private rooms. Case discussion, consultation, examination, and treatment are confidential and should be conducted discreetly. to be told the reason for the presence of any individual.
• have visitors leave prior to an examination and when treatment issues are being discussed
• confidential treatment of all communications and records. You will receive a separate “Notice of Privacy Practices” that explains your privacy rights in detail and how we may use and disclose your protected health information.
• receive care in a safe setting, free from mental, physical, sexual or verbal abuse and neglect, exploitation or harassment
• access protective and advocacy services including notifying government agencies of neglect or abuse
• chaperon services for sensitive exams or procedures
• be free from restraints and seclusion of any form used as a means of coercion, discipline, convenience or retaliation
• reasonable continuity of care and to know in advance the time and location of your appointments
• be informed by your care team of continuing health care requirements and options following discharge from the hospital
• be involved in the development and implementation of your discharge plan. Upon your request, a friend or family member may also receive this information also.
• know which hospital rules and policies apply to your conduct while a patient
• designate a support person as well as visitors of your choosing, if you have decision-making capacity, regardless of whether or not the visitor is related to you unless:
  • there are no visitors allowed 
  • the facility reasonably determines that the presence of a particular visitor would endanger someone or would significantly disrupt care or operations
• t​​​​o be informed of your visitation rights, including any clinical restrictions or limitations.  Reasonable restrictions upon visitation may be established, including the hours of visitation and number of visitors. The health facility is not permitted to restrict, limit, or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability
• have your wishes considered even if you lack decision-making capacity to determine who may visit. The method of that consideration will comply with federal law and be disclosed in the hospital policy on visitation. At a minimum, the hospital shall include any persons living in your household and any support person according to federal law.
• examine and receive an explanation of the hospital’s bill regardless of the source of payment
• free aids and services to communicate effectively about your care.  UCLA Health provides qualified sign language interpreters, written information in other formats (large print, audio, accessible electronic formats, other formats), qualified interpreters when the primary language is not English and information written in other languages.  If you need these services, contact:
  • UCLA Health Language Services (310) 267-8001
• exercise these rights without regard to sex, economic status, educational background, race, color, age, religion, ancestry, national origin, sexual orientation, gender identity or expression, marital status, registered domestic partner status, disability, medical condition, genetic information, citizenship, primary language, immigration status (except as required by federal law) or source of payment for your care
• file a grievance. If you want to file a grievance with UCLA Health, you may do so in writing, or by calling:
  • The Office of the Patient Experience (310) 267-9113 Stewart & Lynda Resnick Neuropsychiatric Hospital at UCLA Patient Relations (310) 267-9092
  • 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, 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 (PRO).
• file a complaint with the California Department of Public Health (CDPH) regardless of whether you use the hospital’s grievance process, by calling (916) 552-8700 or toll free: (800) 228-1019, or writing to CDPH, Health Facilities Inspection Division, Los Angeles District Office 3400 Aerojet Avenue, Suite 323, El Monte, CA 91731
• file a grievance with The Joint Commission (TJC) by calling (800) 994-6610, faxing (630) 792-5636 or emailing [email protected]. You can also write to: Office of Quality and Patient Safety, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181
• file a grievance regarding the conduct of a physician by calling the Medical Board of California at (800) 633-2322 or (916) 263-2382, or by fax at (916) 263-2435, or writing to: Medical Board of California, Central Complaint Unit, 2005 Evergreen Street, Suite 1200, Sacramento, CA 95815
• file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically at the Office for Civil Rights Complaint Portal: http://ocrportal.hhs.gov/ocr/portal/lobby.jsf, by phone at (800) 368-1019, (800) 537-7697 (TDD) or mail: U.S. Department of Health and Human Services 200 Independence Ave, SW Room 509F, HHH Building Washington, D.C. 20201. Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html

Patient Responsibilities

Health care is a shared responsibility. Engaging in discussion, asking questions, seeking information, and exploring alternatives improves communication and understanding of one’s health and treatment. 

As a patient of UCLA Hospital System, you have the following responsibilities: 

• Patients, as well as their family members, representatives and visitors, are expected to recognize and respect the rights of our other patients, visitors, and staff. Threats, violence, disrespectful communication or harassment of other patients or of any medical center staff member, for any reason, including because of an individual’s age, ancestry, color, culture, disability (physical or intellectual), ethnicity, gender, gender identity or expression, genetic information, language, military/veteran status, national origin, race, religion, sexual orientation, or other aspect of difference will not be tolerated. This prohibition applies to the patient as well as their family members, representatives, and visitors.
• In addition, requests for changes of provider or other medical staff based on that individual’s race, ethnicity, religion, sexual orientation or gender identity will not be honored. Requests for provider or medical staff changes based on gender will be considered on a case by case basis and only based on extenuating circumstances.
• To respect the rights and property of other patients and UCLA Health personnel. Just as you want privacy, a quiet atmosphere and courteous treatment, so do other patients. You have the responsibility to follow the organization’s rules and regulations, limit your visitors, follow smoking regulations, and use the telephone, television, and lights courteously so that you do not disturb others.
• Following Safety Policies
• Patients and their families or visitors are expected to:
  • prevent accidental fire due to ignition of a patient’s administered oxygen therapy, do not bring any smoking materials (cigarettes/tobacco/marijuana/cannabis in any form, electronic cigarettes [“Vaping”], matches, lighters, battery recharger for electronic cigarettes,) into a patient’s room.
  • refrain from conducting any illegal activity on UCLA property.  If such activity occurs, it will be reported to the police.  This may also include bringing illegal, illicit drugs on campus. Marijuana/cannabis and cannabis-containing products are considered illegal under the United States Federal government and Drug Enforcement Agency (DEA). Although legal in State of California, UCLA Medical Center must follow Federal laws.  California legalized medical and recreational marijuana/cannabis and cannabis containing products are strictly prohibited and are not allowed onto health system property.
  • efrain from using a smart device to record your experience in audio, video or photography format in the hospital without the consent of everyone involved including Medical Center physicians, nurses, and other staff. Please note that unauthorized recording violates California State Law and is prohibited. To discuss any concerns with establishing trust, please contact the Unit Director of the area that is caring for you for support.
  • for the safety of all patients, visitors, faculty, staff, and students, do not bring any weapons or alcohol products onto health system property including but not limited to guns, knives, pepper spray (or similar), or Tasers/stun guns.
• To report to your physician, and other healthcare professionals caring for you, accurate and complete information to the best of your knowledge about present complaints, past illness, hospitalizations, medications, unexpected changes in condition and other matters relating to your health as well as to provide a copy of your advance directive or POLST to be filed in your medical record, if applicable.
• To seek information about your health and what you are expected to do. Your healthcare provider may not know when you are confused or uncertain, or just want more information. If you do not understand the medical words they use, ask for a simpler explanation.
• The most effective plan is the one to which all participants agree and that is carried out exactly. It is your responsibility to tell your health care provider whether or not you can and want to follow the treatment plan recommended for you.
• To ask your healthcare provider for information about your health and healthcare. This includes following the instructions of other health team members, including nurses and physical therapists that are linked to this plan of care. The organization makes every effort to adapt a plan specific to your needs and limitations.
• To continue your care after you leave UCLA Health, including knowing when and where to get further treatment and what you need to do at home to help with your care.
• To accept the consequences of your own decisions and actions, if you choose to refuse treatment or not to comply with the care, treatment, and service plan offered by your healthcare provider.
• To keep appointments with your healthcare provider. If you need to cancel an appointment, you should do so at least 24 hours before your appointment time.
• To assure that your financial obligations for your healthcare are fulfilled by paying bills promptly. Late payments increase overall charges. You are responsible for working with your account representative to make payment arrangements and for providing the information necessary to determine how your hospital bill will be paid.
• To follow UCLA Health rules and regulations affecting patient care and conduct.
• To be considerate of UCLA Health facilities and equipment and to use them in such a manner so as not to abuse them.
• Any abusive or disrespectful behavior could result in dismissal from UCLA care or a visitor being barred from visitation. If you have any questions regarding these Patient Responsibilities, please contact:
  • The Office of the Patient Experience (310) 267-9113 Stewart and Lynda Resnick Neuropsychiatric Hospital at UCLA Patient Relations (310) 267-9092