Patient Relations
Important Change to Hospital Visitation Policy |
| Effective October 19, 2009, Lucile Packard Children’s Hospital will no longer allow non-patient visitors or family members under the age of 16 years to visit in the hospital. This policy will be in effect during the height of the flu season, usually lasting until spring, and will be re-evaluated at that time. Learn more about the visitation policy change / Lea más acerca del cambio en las normas de visitas. |
| Location Lucile Packard Children's Hospital 725 Welch Road Palo Alto, CA 94304 Monday–Friday, 7:00 am–7:00 pm |
Phone: (650) 498-HUGS (4847) Fax: (650) 724-3975 |
Patient Relations Overview
Should you or your family have a question or concern about your experience at our hospital, we would like to hear from you. Help us see things through your eyes as we strive to deliver the best possible care to our patients.We suggest you first discuss your concern with your nurse, the department manager or your doctor. If the concern remains unresolved, the Patient Relations staff is available to help.
If you let us know about your concern two things will happen:
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You will give us the opportunity to solve your problem
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In solving your problem, we learn how to provide better service.
Patient Representatives
A patient representative is available to maintain positive relations for patients and their families. The patient representative can answer questions about hospital policies, encourage communication between hospital departments and champion patient rights. A patient representative will:-
Assist with understanding the teaching hospital environment (answer questions, explain policies, connect with appropriate staff)
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Provide a link between the hospital, patient and families, especially in area of conflict resolution concerning treatment or care
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Provide a formal mechanism for the investigation, resolution and recording of a patient complaint
- Respond to concerned patients in a timely manner
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Maintain confidentiality of all files and allows access only to person appropriately involved in the resolution of the concern
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Make recommendations for improvement based on patient and family feedback
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Provide information about resources both inside and outside of the hospital
Your Rights and Responsibilities
Know what your patient rights and responsibilities are.Advanced Directives
An Advance Directive allows patients age 18 and older to designate who they would like to make decisions for them, in the event they are unable to make decisions about their own medical care. Please read our Advance Directive FAQ (PDF) for more information.If you would like to receive an Advance Directive Kit, please call Patient Relations at (650) 498-HUGS (4847).