Support

Support2020-05-11T14:35:44-07:00

Help Center

Patients, families and healthcare professionals who have a question for Pacific Coast Hospice can find information in our Help Center.

We also have a downloadable hospice guidebook you can share with your family, as well as online resources for our community and staff.

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Call (480) 637-4100
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Frequently Asked Questions

How can I request a restriction on the use of my health information?2020-05-08T14:37:47-07:00

You may request restrictions on certain uses and disclosures of your health information. You have the right to request a limit on the Hospice‘s disclosure of your health information to someone who is involved in your care or the payment of your care. For the most part, Pacific Coast Hospice is not required to agree to your request. However, the Pacific Coast Hospice must agree to your restriction request related to disclosures of your health information to health plans for payment or health care operations if the health information which is the subject of your request relates solely to a health care item or service for which you or a third party, other than your health plan, have paid the Hospice for in full. If you wish to make a request for restrictions, please contact the Pacific Coast Hospice Privacy Officer at (480) 637-4100 or click here to view our full Privacy Policy.

How can I request language assistance for a person with Limited English Proficiency?2020-05-08T14:33:43-07:00

To ensure that persons with limited English skills can effectively access Hospice care and services, Pacific Coast Hospice provides for a range of oral language assistance options and translated written materials, free of charge. Pacific Coast Hospice employs a diverse staff with bilingual abilities to assist patients and their families in making critical health care choices. From our referral coordinators to our volunteers, we are able to educate and support current and prospective patients, representatives and caregivers. Our program makes every effort to provide for effective communication between Hospice staff and those with limited English skills to facilitate meaningful participation in, and meaningful access to, services. Title VI of the Civil Rights Act of 1964 provides that no person shall be subjected to discrimination on the basis of race, color or national origin under any program or activity that receives Federal financial assistance. The Office of Civil Rights (OCR) enforces program compliance to allow persons with limited English skills to overcome language barriers and participate meaningfully in programs, services and benefits.

How do I request a copy or make an amendement of my health information?2020-05-08T14:39:51-07:00

You have the right to inspect and copy your health information, including billing records. If your health information is maintained electronically, you have a right to request your health information in a readable electronic format. A request to inspect and copy records containing your health information may be made to the Privacy Official at (480) 637-4100 or by fax at (480) 637-4101. You or your representatives also have the right to request that Pacific Coast Hospice amend your records, if you believe that your health information is incorrect or incomplete. If you request a copy of your health information, the Pacific Coast Hospice may charge a reasonable cost-based fee for copying and assembling costs associated with your request.

How can I contact the hospice after hours or during an emergency?2020-05-08T14:42:02-07:00

Your Hospice nurse is generally available from 8:00 am to 5:00 pm, Monday through Friday (office hours). For routine matters such as ordering equipment, medication refills, changes in home health aide service and for questions about scheduled staff visits, please contact your Hospice nurse at (480) 637-4100. If you cannot reach your Hospice nurse, or have an urgent request, please call (480) 637-4100.

What happens after I call After Hours?2020-05-08T14:45:05-07:00

A registered nurse is available to patients and families for medical necessities on a 24-hour, 7 day-a-week basis. The on-call number may be answered by a service after business hours and on weekends and holidays. At those times, if the After Hours Nurse is already speaking with a patient, please leave your name and number with the service operator. The on-call nurse should return your call within 10 minutes. If for any reason you do not receive a call back within that time, please do not hesitate to call again. The on-call nurse is available to assist when problems arise that patients and families are uncomfortable managing without advice or guidance. The on-call nurse will also notify the physician as needed and may visit if necessary.

The average amount of time for our staff to arrive to your home is 30 minutes to 2 hours. This may seem like a long time, but please be assured that we have the expertise to help you when we arrive.

What should I do in the event of a weather emergency?2020-05-08T14:48:25-07:00

During weather-related emergencies, the Pacific Coast Hospice will contact you to ensure that plans are in place for safety and emergency needs. In case of an emergency, please call us at (480) 637-4100. Your individualized emergency plan should be utilized and evacuation plans should be followed. Patients who reside in a nursing home will follow that facility’s written emergency plan.

What if I no longer want hospice or want to transfer to another hospice?2020-05-08T14:58:17-07:00

As a hospice patient you always retain the right to revoke your hospice benefit, such as when you decide you would like to seek aggressive treatment. Once you revoke your benefit your Medicare coverage reverts to normal. It is important to notify Pacific Coast Hospice of your decision immediately by calling us and filing a signed statement of Revocation.

Alternatively, if you wish to transfer to another Hospice agency, please notify Pacific Coast Hospice. This will help to ensure a smooth transition, continuity of care, and no lapse in billing. The receiving hospice agency will ask you to sign a Transfer Statement with a new hospice election date. After you complete the Transfer Statement, please have them fax a copy to our office for final processing.

What if I have an issue with the Hospice? How can I file a grievance?2020-05-08T15:04:53-07:00

A grievance is an expression of dissatisfaction with any aspect of the operations, activities, or behavior of a provider, regardless of whether remedial action is requested.  You must file the grievance either verbally or in writing no later than 60 days after the triggering event or incident precipitating the grievance.

Examples of grievance include:

  • Problems getting an appointment, or having to wait a long time for an appointment
  • Disrespectful or rude behavior by doctors, nurses or other hospice staff
  • Quality of care concerns (complaints about the quality of care received on hospice or in other provider settings)

Pacific Coast Hospice has procedures for timely resolution of both standard and expedited grievances. Please call our office at (480) 637-4100 and ask to speak with the Executive Director. If you prefer, you may also contact our Compliance Hotline, click here to learn more.

 

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