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Patient Relations & Decedent Affairs

Welcome to Patient Relations

Welcome to Patient Relations' intranet site at UCSF Medical Center and UCSF Benioff Children's Hospital. We are here to support and educate patients, their loved ones, and staff concerning Patient Rights and Responsibilities.

We Provide:

  • Patients and families with a neutral place to file a complaint or grievance
  • Coaching and consulting to staff on how to deal with complaints, grievances and/or difficult situations
  • In-services on customer service and conflict resolution
  • Patient Relations also offers a variety of education and training opportunities for staff, including individualized in-services on:
    • Working through difficult conversations
    • Customer service training
    • Patient Rights-related issues
    • Please call Patient Relations at (415) 353-1936 to discuss your needs and customize a presentation for your group. We strongly recommend front-line staff attend the Managing Challenging Patient Behaviors course offered by the Learning Center. This class offers supportive techniques to deal with difficult personalities and challenging behaviors
  • Complaint data tracking and trending
  • Partnership with departments working on patient experience improvements
  • Decedent Affairs program and resources
  • Patient Relations’ Volunteers Rounding Program

For questions, please contact Patient Relations or call (415) 353-1936.

Patient Rights

Patient Rights and Responsibilities are prominently displayed in main entry areas as mandated. All of our patients receive the Patient Rights and Responsibilities brochure upon admission, and the brochure is available at all outpatient locations. All staff is expected to respect and demonstrate knowledge of Patient Rights and Responsibilities and guide to patients to resources.

Complaints and Grievances
Patients have the right to express concerns, complaints or grievances without fear of reprisal. Patients can expect a timely and thoughtful response . Expressing a complaints or grievances does not compromise patient care or future access to care. If a patient wishes to file a complaint refer them to (415) 353-1936 or [email protected] Complaint intake forms are available here in multiple languages: English, Spanish, Chinese and Russian.

Diversity, Cultural Competency, and Patients with Special Needs
We serve as a resource to staff and patients regarding issues related to equal access, diversity and cultural competency, and patients with special needs. We offer tools, tips, resources and regulatory updates in order to assist in taking the necessary steps to best serve our customers with special needs.Additional information and resources are available here.

Visitor’s Policy
Family: Means any person(s) who plays a significant role in a patient’s life, including an individual chosen by the patient to be present for emotional support during their hospital stay. This may include a person(s) not legally related to the individual. Members of “family” include spouses, domestic partners, and both different-sex and same-sex significant others. “Family” includes a minor patient’s parents, regardless of the gender of either parent. Solely for purposes of visitation policy, the concept of parenthood is to be liberally construed without limitation as encompassing legal parents, foster parents, same-sex parent, step-parents, those serving in loco parentis, and other persons operating in caretaker roles. Read the policy for full details.

Advanced Directives & Notarizations
An Advance Directive allows patients to legally appoint an agent to make healthcare decisions if they are not able or if they wish someone else to make these decisions for them. The document also allows patients to state end of life wishes if they care to. Visit our Form & Documents page for additional information.

The Joint Commission - Regulatory Compliance Information
The Joint Commission - Regulatory Compliance Information We are responsible for ensuring Medical Center compliance with the standards set forth in the Joint Commission Patient Rights and Responsibilities chapter and as mandated by other regulatory agencies, laws and requirements. For more information please visit Regulatory Affairs

For questions, please contact Patient Relations or call (415) 353-1936.

Decedent Affairs

The Patient Relations Department works with staff to provide timely and sensitive practical support to grieving families. In this role we:

Act as a liaison between medical staff, social workers, grieving families, medical examiners and morticians to facilitate proper release of body and timely completion of paperwork to complete the death certificate.

  • Facilitate family requests for viewing at the hospital.
  • Serve as a resource to staff on a variety of cultural needs around death and dying.
  • Ensure compliance with hospital policies and external regulations.

For Decedent Affairs forms please see Forms and Brochures on right side of this page. 

For questions, please contact Patient Relations Decedent Affairs or call (415) 353-1729.

Contact Us

Parnassus Campus
350 Parnassus Avenue, Suite 150
Campus Box 1299
San Francisco, CA 94143
Fax: (415) 353-8556

Mission Bay Campus
1975 4th Street, Suite C1655
Campus Box 4018
San Francisco, CA 94143
Fax: (415) 476-4656

Phone: (415) 353-1936
Email: [email protected]

Amy Hyams, Director
Phone: (415) 353-1936

For questions, please contact Patient Relations or call (415) 353-1936.