Patients & Visitors Information
If you are planning on visiting someone at Redwood Memorial Hospital, we are here to help ensure that your visit is as smooth and easy as possible. We have provided this website as a helpful tool in providing you with the information that you need when planning a visit.
In order to protect the health of our communities, and as a safety precaution to prevent the risk of spreading COVID-19, we have updated our visitor policy.
We know that visiting can be a crucial part of any patient’s healing process. We encourage you to consider other ways to visit via phone – iPad, FaceTime, etc. If you have more questions about visiting information, please give us a call: 707-725-3361.
The gift shop at Redwood Memorial Hospital is located in the main lobby of the hospital and features a large selection of baby gifts as well as wonderful decorator items, stuffed animals, books, See's candy, chocolates and seasonal gift items.
100% of all profits generated by our completely volunteer run gift shop go back into the hospital as department equipment grants, scholarships for caregivers and Foundation driven initiatives.
Hours are subject to change based on volunteer availability. To confirm hours of operation, please call 707-725-3361, ext. 4500.
Mon - Fri: 10 a.m. - 2 p.m.
Questions or Concerns Regarding Care and ExperienceDon't Hesitate to Contact us Regarding Your Care
Here at Providence, your satisfaction and comfort are of the utmost importance to us. We are committed to responding to any concerns regarding care, treatment or services in a timely manner. Should concerns about your hospitalization arise, you or members of your family are encouraged to contact the nurse or manager in your area or the patient representative. She/he can help resolve issues and maintain the highest quality of service. Your nurse can help you contact these individuals. If you have unresolved issues or complaints about your care, you may contact any of the following:The state Department of Health Service’s phone number and address is:
California Department of Health Services District Administrator Santa Rosa / Redwood Coast District Office 2170
Santa Rosa, CA 95407If you want to file a complaint or grievance with this hospital, you may do so by writing or calling:
St. Joseph Hospital Administration
2700 Dolbeer Street
Eureka, CA 95501
Phone: 707-445-8121 extension 7500
Redwood Memorial Hospital Administration
3300 Renner Drive
Fortuna, CA 95540
Phone: 707-725-3631 extension 7500Patient Care and Safety Concerns
Patient Relations at St. Joseph Health, Humboldt County
2700 Dolbeer St
Eureka, CA 95501
Phone: 707-445-8121 ext. 5810
We strongly encourage speaking with our patient representatives first as they are highly-trained individuals fully equipped to listen and understand any issue or complaint and find proper resolutions. If you feel as though you are still not being heard, or a resolution is not possible, you may contact the following:Office for Civil Rights
US Dept. of Health & Human Services, Region IX
50 United Nations Plaza, RM 322
San Francisco, CA 94102
Santa Rosa / Redwood Coast District Office
2170 Northpoint Parkway
Santa Rosa, CA 95407Billing Questions or Concerns
If you have questions about your Medical Center bill, would like a more detailed copy of your bill, or would like information about our Financial Assistance programs for Providence services, contact:
Patient Financial Services
The Concierge and Registrars located in the Main Lobby can accept payments and answer questions from 6 a.m. - 6 p.m. Monday through Friday. Registrars located in the Emergency Department can also accept payments and answer questions 24 hours a day.
"Dignity, Service, Excellence, and Justice” are words we live by. These are the four core values that reflect the mission of the Sisters of St. Joseph of Orange and Providence. During your hospitalization, these values will guide us in our efforts to comfort you and provide for your well-being. This booklet contains practical information about the services available at St. Joseph Hospital. We hope it will answer many of the questions you have about the hospital. If you or your visitors have any additional questions, please feel free to ask your nurse or other members of our health care team. If there is any way we can be of additional service to you, please let us know. We would be happy to hear comments on your stay as we strive to continually improve our service. It is our privilege to serve you.
God bless and may you enjoy a speedy recovery.
Sincerely, Providence Administrative Team
Patient Rights and Responsibilities
As a patient of Providence, you are considered a partner in developing and carrying out your plan of care. Below, you will find access to a list of your rights as a patient, and a summary of responsibilities that are expected of you.Patient Rights
You as a patient have the right to the following:
- Considerate and respectful care, and to be made comfortable.You have the right to respect for your cultural, psychosocial, spiritual, and personal values, beliefs and preferences.
- Have a family member (or other representative of your choosing) and your own physician notified promptly of your admission to the hospital.
- Know the name of the licensed health care practitioner acting within the scope of his or her professional licensure who has primary responsibility for coordinating your care, and the names and professional relationships of physicians and nonphysicians who will see you.
- Receive information about your health status, diagnosis, prognosis, course of treatment, prospects for recovery and outcomes of care (including unanticipated outcomes) in terms you can understand. You have the right to effective communication and to participate in the development and implementation of your plan of care. You have the right to participate in ethical questions that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services, and forgoing or withdrawing life-sustaining treatment.
- Make decisions regarding medical care, and receive as much information about any proposed treatment or procedure as you may need in order to give informed consent or to refuse a course of treatment. Except in emergencies, this information shall include a description of the procedure or treatment, the medically significant risks involved, alternate courses of treatment or nontreatment and the risks involved in each, and the name of the person who will carry out the procedure or treatment.
- Request or refuse treatment, to the extent permitted by law. However, you do not have the right to demand inappropriate or medically unnecessary treatment or services. You have the right to leave the hospital even against the advice of members of the medical staff, to the extent permitted by law.
- Be advised if the hospital/licensed health care practitioner acting within the scope of his or her professional licensure proposes to engage in or perform human experimentation affecting your care or treatment. You have the right to refuse to participate in such research projects.
- Reasonable responses to any reasonable requests made for service.
- Appropriate assessment and management of your pain, information about pain, pain relief measures and to participate in pain management decisions. You may request or reject the use of any or all modalities to relieve pain, including opiate medication, if you suffer from severe chronic intractable pain. The doctor may refuse to prescribe the opiate medication, but if so, must inform you that there are physicians who specialize in the treatment of pain with methods that include the use of opiates.
- Formulate advance directives. This includes designating a decision maker if you become incapable of understanding a proposed treatment or become unable to communicate your wishes regarding care. Hospital staff and practitioners who provide care in the hospital shall comply with these directives. All patients’ rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf.
- Have personal privacy respected. Case discussion, consultation, examination and treatment are confidential and should be conducted discreetly. You have the right to be told the reason for the presence of any individual. You have the right to have visitors leave prior to an examination and when treatment issues are being discussed. Privacy curtains will be used in semi-private rooms.
- Confidential treatment of all communications and records pertaining to your care and stay in the hospital. You will receive a separate “Notice of Privacy Practices” that explains your privacy rights in detail and how we may use and disclose your protected health information.
- Receive care in a safe setting, free from mental, physical, sexual or verbal abuse and neglect, exploitation or harassment. You have the right to access protective and advocacy services including notifying government agencies of neglect or abuse.
- Be free from restraints and seclusion of any form used as a means of coercion, discipline, convenience or retaliation by staff.
- Reasonable continuity of care and to know in advance the time and location of appointments as well as the identity of the persons providing the care.
- Be informed by the physician, or a delegate of the physician, of continuing health care requirements and options following discharge from the hospital. You have the right to be involved in the development and implementation of your discharge plan. Upon your request, a friend or family member may be provided this information also.
- Know which hospital rules and policies apply to your conduct while a patient.
- Designate a support person as well as visitors of your choosing, if you have decision-making capacity, whether or not the visitor is related by blood, marriage, or registered domestic partner status, unless:
- No visitors are allowed.
- The facility reasonably determines that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health facility staff, or other visitor to the health facility, or would significantly disrupt the operations of the facility.
- You have told the health facility staff that you no longer want a particular person to visit. However, a health facility may establish reasonable restrictions upon visitation, including restrictions upon the hours of visitation and number of visitors. The health facility must inform you (or your support person, where appropriate) of your visitation rights, including any clinical restrictions or limitations. The health facility is not permitted to restrict, limit, or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.
- Have your wishes considered, if you lack decision-making capacity, for the purposes of determining who may visit. The method of that consideration will comply with federal law and be disclosed in the hospital policy on visitation. At a minimum, the hospital shall include any persons living in your household and any support person pursuant to federal law.
- Examine and receive an explanation of the hospital’s bill regardless of the source of payment.
- Exercise these rights without regard to sex, economic status, educational background, race, color, religion, ancestry, national origin, sexual orientation, gender identity/expression, disability, medical condition, marital status, age, registered domestic partner status, genetic information, citizenship, primary language, immigration status (except as required by federal law) or the source of payment for care.
- File a grievance. If you want to file a grievance with this hospital,you may do so by writing or by calling (name, address and phone number of hospital): The grievance committee will review each grievance and provide you with a written response within days. The written response will contain the name of a person to contact at the hospital, the steps taken to investigate the grievance, the results of the grievance process, and the date of completion of the grievance process. Concerns regarding quality of care or premature discharge will also be referred to the appropriate Utilization and Quality Control Peer Review Organization (PRO).
- File a complaint with the California Department of Public Health regardless of whether you use the hospital’s grievance process. The California Department of Public Health’s phone number and address is: (local address and phone number of CDPH)
- You are responsible for providing complete and correct information about your medical history and current health condition. You are responsible for reporting changes in your condition. You are also responsible for reporting any concerns that you may have about the safety of your care.
- It is important to follow the instructions of your doctor and care team. If you cannot follow your care instructions, you should discuss it with a member of your care team.
- You are responsible for keeping your appointments and letting your doctor know when you are not able to keep them.
- You are responsible for financial costs relating to your care. These costs must be paid in a timely manner.
- You are expected to follow Medical Center rules about care and conduct. Please respect the rights and property of facility staff and other patients. You are also expected to follow facility rules such as those regarding noise, smoking and visitation.
- You or your representative should let us know if you have an Advance health care Directive. If you have one, please bring a copy to the Admitting Office. At the time of admission, we will need to know the identity of your agent and the general nature of your preferences for your care. A clinical social worker can help you prepare an Advance Directive if you have not done so.
- You are responsible for asking questions when you do not understand what you have been told about your medical care or what is expected of you. Asking questions will help your care team provide the safest possible care.