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Patient Rights and Our Promises to You

Hospital expectations

These rules are for everyone, including staff, patients, families and visitors.


  • Follow our hospital rules.
  • Keep the hospital a safe and restful place.
  • Treat everyone with respect and dignity.
  • Protect the privacy and confidentiality of others.
  • Wear clothing that is not offensive or hostile and is respectful toward others.
  • Respect others’ differences, including their age, color, culture, ethnicity, gender identity or expression, language, national origin, physical, mental or other disability, race, religion, sex, sexual orientation, socioeconomic status or other basis protected by law

Do Not:

  • Discriminate, intimidate or harass anyone.
  • Use foul or mean language.
  • Use physical or emotional abuse.
  • Bring or use weapons or illegal drugs on our grounds or in our buildings.
  • Use tobacco, e-cigarettes or alcohol on our grounds or in our buildings.
  • Steal or damage hospital property or the belongings of others.
  • Operate hospital-owned medical equipment. This should only be done by authorized individuals.
  • Go into restricted areas.
  • Take photos, videos or recordings of staff without their permission.

Patient rights

Our promises to our patients:

  • You are important to us.
  • You are part of your health care team.
  • You may talk freely with your health care team about your care and safety. Your care and safety are our most important goal.
  • You may ask us as many questions as you would like. You may ask for an interpreter at any time.
  • You may tell us how you feel. We will tell you the truth.
  • We will listen to you.
  • We will talk with you about your care in a language you understand.
  • We will help you do what you need to grow and learn.
  • We will be as gentle as possible when we care for you.
  • We will keep your body covered as much as we can.
  • We will ask you if you hurt. We will try to help you feel better as quickly and safely as possible.
  • We will help you continue to do the things that are important to you, your family and your faith.
  • We will help you learn how to take care of yourself.

We will also:

  • Tell you who we are.
  • Explain our job.
  • Talk with you about why you are here.
  • Explain to you how things may feel.
  • Notify your doctor that you are in the hospital.
  • Notify a friend or family member that you are in the hospital (18 years or older, upon your request).
  • Make you as comfortable as possible.
  • Tell you what might help you and what we believe might not help you.
  • Give you information you need to make decisions about your care.

We will take good care of you and respect you no matter:

  • Your age, sex, gender identity and expression. 
  • The color of your skin, race and ethnic identity. 
  • Where you were born.
  • What language you speak.
  • Your beliefs and cultural practices. 
  • What you can or can’t do with your body and mind. 
  • What you look like.
  • Who is in your family and who you love.
  • Whether you or your family can pay for care.

Additional rights

  • Your family and friends can be with you when the hospital policies say it is okay and when you want them to be with you.
  • If we offer a research study to you, you may say yes or no. Saying “no” will not change how we care for you.
  • We will help you make plans if you and your family choose to go home or to a different hospital, unless it harms your health or safety
  • You and your parent may see your medical record as permitted by law. We will help you with this.
  • You and your parents may ask for assistance to pay for your medicine or medical care.
  • If you are 18 or older and are able to make decisions for yourself, you may create an Advance Directive. An Advance Directive is a written or spoken plan that tells us what treatments you want or do not want. It also tells us who should make decisions for you if you are unable to tell us yourself. If you want, we will help you create an Advance Directive
  • If you are 18 or older and are able to make decisions for yourself, you have the right to approve or refuse any part of your medical treatment. If you are younger than 18 and wish to say no to any part of your care, we will discuss this with you and others as needed.
  • If you are 18 or older and are not able to make decisions for yourself, we will talk with your legal guardian or designated representative to make decisions that are in your best interest.
  • You may request a chaperone for physical examinations. If you have any concerns regarding the conduct or examinations by our staff, please report this to us. You may also report to the state’s child protective services hotline or the agencies included here.

Your responsibilities as a patient

There are things only you can tell us. So we can give you good and safe care, it is important you tell us:

  • Why you are here.
  • How you feel.
  • If you have pain and where.
  • What others have done to help you feel better.
  • What you and your family do at home to help you feel better.
  • If you don’t understand something.
  • If you have concerns about your care.
  • If there is something on your mind.
  • If you need help following your plan of care or keeping your appointments.

Questions or concerns?

If you think we have not kept our promises, please tell us so we can try to make things better. You may also ask to talk to a member of the Ethics Committee at any time if you have a problem with treatment decisions.

Financial assistance

Every sick child deserves care. Financial counselors may be able to help families find funds to help cover the cost of medical services. 

Children’s Mercy gives financial help to those who meet the requirements of the financial assistance policy. Financial counselors are here to help you if you do not have insurance or think you will have trouble paying co-pays, co-insurance, deductibles or other amounts not covered by insurance. A financial counselor will need to get some information from you to determine whether you
may qualify for financial help.

Some of the key requirements are:

  • You must be a resident in the state of Kansas or Missouri.
  • You have a household income (adjusted for family size) of less
    than or equal to 300% of Federal Poverty guidelines.
  • You have used all your resources from all other programs
    (including Medicaid).

Children’s Mercy participates in most insurance plans. Please contact your insurance or managed care provider to verify coverage and visit to learn more.

For more financial assistance information, please visit our Financial Counseling page. All Financial Assistance
forms are available in the languages of English, Spanish, Arabic, Somali, Vietnamese, and Burmese. To contact a financial counselor: call (816) 234-3567.

Meaningful communication

Free aids and services available to people with disabilities to communicate effectively with us, such as:

Free language services to people whose primary language is not English, such as:

For more information please contact us at (816) 234-3474.

Patient advocates

A patient advocate is available to address your concerns and, if needed, assist in filing a grievance. They facilitate communication and involve staff in resolving issues related to the patient experience, as well as identify opportunities for organizational improvement.

While we will make every effort to address your concerns, you may also contact one or more of the following agencies: