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Patient/Family Rights & Responsibilities

We care about the rights of all our patients and families.

PDF FileDownload the English and Spanish version (30820, 02/22)

Speak Up
Speak Up! - East Tennessee Children's Hospital encourages you to speak up about your child's care

Rights

We know that it is a privilege to care for your child. To make sure that you and your child get the best care, we will:

  • Tell you and your child what is going on in a way both you and your child understand
  • Provide interpretive services if you need them.
  • Tell you and your child who we are, what job we do, and what role we play in your child's care.
  • Listen to you and your child.
  • Work as a team with you and your child.
  • Encourage you and your child to help create a plan of care that is best for him/her.
  • Make you and your child feel at ease. Please talk to us about any concerns, fears, or complaints you may have.
  • Provide a safe environment that is free from neglect, harm, and abuse.
  • Try to make your child feel better if he/she hurts or is uncomfortable.
  • Encourage your family and friends to be with you.
  • Support your freedom to observe and celebrate special traditions.
  • Respect any request for more information, to refuse care, or to get a second opinion.
  • Protect your and your child's privacy and personal health information including videos photos and recordings.
  • Prohibit discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.
  • To ensure continuity of care, share your child's health information with other providers involved in your child's treatment, including your child's primary care provider, other treating providers, or other providers of services. However, if you choose, we will honor your request not to share information with any of those providers.

Responsibilities

We want to do all we can to help your child feel better, but we need your help. Please:

  • Tell us true and complete information about your child’s health, symptoms, and any medicine he/she takes.
  • Work with our doctors, nurses, and care team to plan the best care for your child.
  • Tell us if you do not understand the care plan, diagnosis, or treatment.
  • Follow the care plan that you and the care team have agreed upon.
  • Give only the medicine the doctor says your child should have.
  • Tell us if you have any concerns about your or your child's safety.
  • Talk to us about your family's needs, worries, and concerns.
  • Ask questions to help us keep you informed.
  • Tell us your ideas about how we can meet your and your child's needs.
  • Respect the privacy and the rights of other patients, families and staff including following Children's Hospital policies for photos, videos and other recordings.
  • Help other patients rest by keeping noise at a level that can be heard only inside your room.
  • Bring your child's favorite toy or blanket, but leave your other valued items at home.
  • Follow Children's Hospital policies involving visiting, use of tobacco products, alcohol, illegal drugs, weapons and firearms.
  • Keep track of your personal items and take them with you when you go home.

Questions/Concerns?

You may contact our office of Patient Experience: 865-541-8724 / 865-541-8586

If you still have concerns after speaking with us, you may contact:

Tennessee Department of Health
Division of Health Care Facilities
Centralized Complaint Intake Unit
665 Mainstream Drive, Second Floor
Nashville, TN 37243
Phone: 1-877-287-0010

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Email: complaint@jointcommission.org

Report a Concern

If you have a specific concern regarding your child's care at East Tennessee Children's Hospital or any of its facilities, you can go to www.etchintegrity.com and share your concerns there. Anonymous reporting is available, if preferred.

Office of Patient Experience