Our Patients and Their Families Have the Right To:

• Have considerate and respectful care given by professional providers.
• Know the name and position of each person involved in their care.
• Expect a response to their request for services.
• Expect to be cared for by the same healthcare provider who is familiar with the patient’s condition.
• Have their healthcare needs assessed and their care coordinated throughout their relationship with Guilford Child Health.
• Participate in their care and in any ethical issues involving their care.
• Have care provided in a private, confidential and secure environment.
• Receive complete, up-to-date information about their diagnosis, treatment and prognosis.
• Receive information from the care provider before any treatment or procedure is started, unless it is an emergency situation. This allows parents to give their consent.
• Receive information about any research or educational project involved in their care and to be able to refuse to participate.
• Be able to refuse treatment and to receive information about the related medical consequences.
• Be instructed on how to express a complaint or grievance about the care process and to have the complaint handled within a timely manner.
• Be told of any business relationship of Guilford Child Health to other healthcare and educational entities when that information is relevant.
• Have an interpreter, when possible, if needed.
• Review the records dealing with their medical care and receive an explanation concerning those records, except when restricted by law.
• Examine and receive an explanation of his or her bill regardless of the source of payment.
• Know what office rules and regulations apply to their conduct as a patient/parent.

Our Patients and Their Families Are Expected To:

• Provide accurate health insurance information and personal information including an accurate address and phone number.
• Provide any information about the patient’s health problem, past illnesses, medications and other matters related to the patient’s health.
• Ask questions when they do not understand what they have been told about the care or treatment.
• Follow the treatment plan as developed by the health professional and to express any concerns they have about their ability to follow the proposed plan. Guilford Child Health will make every effort to adapt the treatment plan to the patient’s individual needs and limitations when possible.
• Follow office rules and regulations.
• Act with consideration and respect for other patients, visitors and staff of Guilford Child Health, Inc.

Please Let Us Know If You Have Concerns

To better serve you, Guilford Child Health has a help line that is available 24 hours a day. Please use the help line to let us know of any concern or grievance you may have. You may also use the help line to share a positive experience that you have had at Guilford Child Health. Call our main number 272-1050 and put in extension 8000. You will receive a response to your concern within 48 hours. However, if you do not receive a response within the specified time frame, please call us back and ask to speak to our Patient Services Director or Executive Director.

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