Patient Bill of Rights and Responsibilities

Texas Children’s Specialty Pharmacy is under the belief that effective health care requires collaboration between patients, pharmacists and other health-care professionals. Open and honest communication, respect for personal and professional values and sensitivity to differences are integral to providing patient care. Pharmacists must respect the role of patients in deciding their treatment choices as well as other aspects of their care. Patients must understand their rights, take responsibility for their role in treatment and ask vital questions of their pharmacists and other health‐care professionals before making decisions. The effectiveness of patient care and patient satisfaction with the course of drug therapy will also depend, in part, on patients fulfilling certain responsibilities, including providing complete and accurate information about medications as well as a history of drug and food allergies.


Patients Have The Right To:

  1. Have one’s property and person treated with respect, consideration, and recognition of patient dignity and individuality.
  2. Be able to identify visiting personnel members through proper identification.
  3. Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/patient property.
  4. Receive relevant, accurate, current and understandable information from their pharmacists concerning their treatment and/or drug therapy.
  5. Be fully informed in advance about care/service to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the plan of care.
  6. Be informed, both orally and in writing, in advance of care being provided, of the charges, including payment for care/service expected from third parties and any charges for which the patient will be responsible.
  7. Get important information about your care appropriate to your age, understanding and language (If you have vision, speech, hearing and/or other impairments, we can provide support to ensure your needs are met)
  8. Receive information about the scope of services that the organization will provide and specific limitations on those services.
  9. Participate in the development and periodic revision of the plan of care.
  10. Refuse care or treatment after the consequences of refusing care or treatment are fully presented.
  11. Be informed of client/patient rights under state law to formulate an Advanced Directive, if applicable.
  12. Receive complete and accurate information from their pharmacists regarding the reason for their treatment and/or drug therapy, the proper use and storage of prescribed medications and the possible adverse side effects and interactions with other drugs, supplements or foods.
  13. Receive effective counseling and education from their pharmacists that empowers them to take an active role in their health condition and treatment decisions.
  14. Make non-emergency decisions regarding their plan of care before and during treatment, as well as to refuse any recommended treatment, therapy or plan of care.
  15. Expect that all prescribed medications they receive are safe, accurately dosed, effective and in useable condition, whether received from a physician, hospital, health clinic, retail pharmacy or mail-order pharmacy.
  16. Expect that all records, communication, patient counseling by their pharmacists and all related discussions regarding their drug therapy, its effects and side effects will be conducted in a manner that protects their privacy.
  17. Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information (PHI).
  18. Expect that their personal data — including all contact information — will not be released by pharmacists, pharmacies or insurance companies to another party to be used in soliciting the purchase of goods or services, whether or not the solicitation is related to their care.
  19. Be advised on the agency’s policies and procedures regarding the disclosure of clinical records.
  20. Choose the pharmacist and pharmacy provider where their prescriptions are filled and to not be pressured or coerced into transferring their prescriptions to another pharmacy or mail-order service.
  21. Choose a health care provider, including choosing an attending physician
  22. Receive appropriate care without discrimination in accordance with physician’s orders
  23. Be informed of any financial benefits when referred to an organization
  24. Be fully informed of one’s responsibilities
  25. Voice grievances/complaints regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal.
  26. File a complaint to express concerns, or dissatisfaction about services received or failed to have received without fear of reprisal, discrimination, or unreasonable interruption of services. To file a complaint, call Texas Children's Specialty Pharmacy at (832) 824-MEDS (6337), select Option 2 and ask to speak with the pharmacy manager during regular business hours or the pharmacist-on-call if you are calling outside of regular business hours, including weekends and holidays. Patients can also file a complaint with the Texas State Board of Pharmacy (800-821-3205) concerning any pharmacist or pharmacy licensed in the State of Texas if they believe that a violation was committed concerning their safety, health, privacy or the confidentiality of their personal information.
  27. You may also file a complaint with the Texas Children’s Hospital Family Advocacy Department.  They can be reached by phone at 832-824-1919 or by email at famadvocacy@texaschildrens.org.  Please know that your complaints and grievances are taken seriously and will not compromise current or future access to care.

Options for directing concerns outside of Texas Children’s:

If a complaint cannot be resolved to your satisfaction, you have the right to file a formal, written grievance with the Texas Department of State Health Services (DSHS).

Texas Department of State Health Services
1100 W. 49th Street
Austin, Texas 78756-3199
888-973-0022
800-735-2989 (TDD)

You also may contact the Joint Commission’s Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission-accredited health care organization by either calling 1-800994-6610 or e-mailing complaint@jointcommission.org.

Medicare patients have a right to contact the Quality Improvement Organization (QIO) at:

KEPRO BFCC QIO
5700 Lombardo Center, Suite 100
Seven Hills, OH, 44131
Toll Free Number (844) 430-9504
TTY Number (855) 843-4776


Patients Have The Responsibility To:

  1. Submit any forms that are necessary to participate in Texas Children’s Specialty Pharmacy patient management program to the extent required by law. 
  2. Give accurate clinical and contact information and to notify Texas Children’s Specialty Pharmacy patient management program of changes in this information.
  3. Notify your treating provider of your participation in the Texas Children’s Specialty Pharmacy patient management program, if applicable.
  4. Adhere to the plan of treatment or service established by your physician or healthcare provider.
  5. Participate in the development and periodic revision of an effective plan of care and services.
  6. Provide, to the best of your knowledge, accurate and complete medical and personal information necessary to plan and provide care/services.
  7. Ask questions about your care, treatment and/or services, or to have clarified any instructions provided by a Texas Children’s Specialty Pharmacy representative.
  8. Communicate any information, concerns and/or questions related to perceived risks in your services, and unexpected changes in your condition.
  9. Notify Texas Children’s Specialty Pharmacy if you are going to be unavailable for scheduled delivery times.
  10. Maintain any equipment provided
  11. Notify the organization of any concerns about care/services provided
  12. Treat Texas Children’s Specialty Pharmacy personnel with respect and dignity without discrimination as to color, religion, sex, creed, or national or ethnic origin.
  13. Care for and safely use medications, supplies and/or equipment, according to instructions provided, for the purpose they were prescribed and only for/on the individual for whom they were prescribed.
  14. Notify Texas Children’s Specialty Pharmacy of any changes in your physical condition, physician’s prescription or insurance coverage.  Notify Texas Children’s Specialty Pharmacy immediately of any address or telephone changes whether temporary or permanent.
  15. Pay all charges upon receipt of prescribed drugs.
  16. Provide accurate and complete information about his/her health and report changes in his/her condition or perceived risks in care.