The following information is from the Medicare website:
To guide you and your family in finding hospice care, consider what’s important to you and think about the questions below. This is not a complete list, but a way to start the conversation about the care you desire.
- Does the hospice accept my insurance?
- What services and treatments will be covered?
- How long has the hospice been serving patients?
- Where are hospice services provided?
- Will the hospice provide a hospital bed and other medical equipment I might need?
- Will I have the same hospice nurse? What other members of the hospice team might I see, and how often will I see them?
- How many patients are assigned to each hospice nurse?
- Does the hospice have help after business hours? Nights? Weekends? Holidays?
- When I call with an urgent need, how long will it take for someone from the hospice team to respond?
- How will the hospice team manage my pain or other symptoms that arise?
- Can I take my current medications?
- What if my symptoms become uncontrollable at home? Can I go to the hospital?
Communication, coordination, and education
- How will the hospice team keep me and my family informed about my condition?
- Will my family and I be involved in making care decisions?
- How do I communicate any questions or concerns I have about my care?
- Can I still see my regular doctor if I am on hospice? If yes, how will the hospice team coordinate care with my doctor?
- How will the hospice team prepare me and my family for what to expect?
- Can we speak with other caregivers to learn of their experience with the hospice?
- What support services are offered by the hospice? What are our options if we need a break from providing care?
- What if we cannot take care of our loved one at home?
- How will the hospice team support us emotionally through the grieving process?
Here's a link to this checklist in PDF form:
Pursuant to Section 1557 of the Affordable Care Act:
Discrimination is against the law. Hospice East Bay complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Hospice East Bay does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
Hospice East Bay provides free aids and services to people with disabilities to communicate effectively with us, such as:
- Qualified sign language interpreters
- Written information in other formats (large print, audio, accessible electronic formats, other formats)
- Provides free language services to people whose primary language is not English, such as:
- Qualified interpreters
- Information written in other languages
If you need these services, contact your nurse, social worker, or counselor. If you believe that Hospice East Bay has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with:
You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, our compliance officer, Emma Baron, is available to help you. You can also file a civil rights complaint with the US Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal
Or by mail or phone at:
US Department of Health & Human Services
200 Independence Avenue, SW, Room 509F, HHH Building, Washington, DC 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at
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1-925-887-5678 'ਤੇ ਕਾਲ ਕਰੋ।
LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj. Hu rau 1-925-887-5678.
إذا كنت تتحدث العربية ، و خدمات المساعدة اللغوية المتاحة لك ، مجانا. مكالمة 1-925-887-5678
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- Category: About
- Published: January 31, 2017
At Hospice East Bay, we believe it is important to use satisfaction surveys to measure the quality of clinical care, and get responses directly from the family members who have used our hospice care services. Our survey results are impressive!
Family Evaluation of Hospice Care (FEHC) Satisfaction Survey Results
For the latest reporting period (January-December, 2014), the Family Evaluation of Hospice Care satisfaction survey (FEHC) showed that Hospice of the East Bay families had higher satisfaction rates than comparisons with other national and California hospices in the following key areas:
- Overall care patient received was “excellent”
- Would recommend Hospice of the East Bay to others
- Hospice team response to needs in the evening and weekends was “excellent”
In addition, specific responses indicated that:
- The hospice team clearly explained the plan of care to the family 99% of the time
- Hospice care was consistent with the patient’s end-of-life wishes 95.6% of the time
- The right amount of medicine was received for the patient’s pain 95.2% of the time
- Information was given on treatments for breathing problems 96.7% of the time
- The family received enough instruction on patient care 95.3% of the time
Family Evaluation of Bereavement Services (FEBS) Survey Results
For the latest reporting period (January-December, 2014), the Family Evaluation of Bereavement Services satisfaction survey (FEBS) showed that Hospice of the East Bay families had higher satisfaction rates than comparisons with other national hospices in the following key areas:
- The “right amount” of emotional support was provided after the death
- Hospice of the East Bay staff were sensitive to cultural and spiritual background
- The family member feels he/she is coping “very well” at this time
- “All” Hospice of the East Bay mailings were well-timed
- Hospice of the East Bay met the family members' needs after the death “very well”
In addition, specific responses indicated that:
- Hospice of the East Bay communicated information about grief and loss after the death 99.4% of the time
- Family members were informed of support groups sponsored by hospice 99.4% of the time
- Reassurance feelings are normal was communicated by Hospice of the East Bay 96.7% of the time
- The number of phone calls received from Hospice of the East Bay was “just about right” 93.5% of the time
Hospice East Bay provides compassionate end-of-life services to terminally ill patients in our community, while offering emotional, spiritual, logistical and bereavement support for their families and caregivers. Our vision is to build a diverse workplace that is both professionally stimulating and personally satisfying—an environment of collaboration, celebration, opportunity and growth.
- Category: About
- Published: April 28, 2014
Cities in our service area, listed by county:
Contra Costa County
- Category: About
- Published: March 07, 2013
3470 Buskirk Avenue, Pleasant Hill, CA 94523
Visit us on Facebook!
2849 Miranda Avenue, Alamo, CA 94507
Grief Support Locations:
80 Eagle Rock Ave, Suite A, Brentwood
Tony La Russa’s Animal Rescue Foundation
2890 Mitchell Drive, Walnut Creek
The Bridge - Grief Support for Children & Teens
Hillcrest Congregational Church – UCC
404 Gregory Lane, Pleasant Hill
Hospice Thrift Shoppes:
For donations, click here or call to schedule a pick up:
Shoppe Volunteers - (925) 887-5678 ext. 1031
Patient Care Volunteers - (925) 887-5678 ext. 1074
Office Volunteers - (925) 887-5678 ext. 1074
Comments or questions about the site:
This Notice is effective March 26, 2013
THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION.
PLEASE REVIEW IT CAREFULLY
WE ARE REQUIRED BY LAW TO PROTECT MEDICAL INFORMATION ABOUT YOU
We are required by law to protect the privacy of medical information about you and that identifies you. This medical information may be information about healthcare we provide to you or payment for healthcare provided to you. It may also be information about your past, present, or future medical condition.
We are also required by law to provide you with this Notice of Privacy Practices explaining our legal duties and privacy practices with respect to medical information. We are legally required to follow the terms of this Notice. In other words, we are only allowed to use and disclose medical information in the manner that we have described in this Notice.
We may change the terms of this Notice in the future. We reserve the right to make changes and to make the new Notice effective for all medical information that we maintain. If we make changes to the Notice, we will:
- Post the new Notice on our website.
- Distribute a copy of the new notice to you in the patient handbook. Please contact our Privacy Officer, the Vice President, Quality, Education and Compliance at (925) 887-5678 to obtain an additional copy of our current Notice.
The rest of this Notice will:
- Discuss how we may use and disclose medical information about you.
- Explain your rights with respect to medical information about you.
- Describe how and where you may file a privacy-related complaint.
If, at any time, you have questions about information in this Notice or about our privacy policies, procedures or practices, you can contact our Privacy Officer, the VP, Quality, Education and Compliance, at (925) 887-5678.
WE MAY USE AND DISCLOSE MEDICAL INFORMATION ABOUT YOU IN SEVERAL CIRCUMSTANCES
We use and disclose medical information about patients every day. This section of our Notice explains in some detail how we may use and disclose medical information about you in order to provide healthcare, obtain payment for that healthcare, and operate our business efficiently. This section then briefly mentions several other circumstances in which we may use or disclose medical information about you. For more information about any of these uses or disclosures, or about any of our privacy policies, procedures or practices, contact our Privacy Officer, the VP, Quality, Education and Compliance at (925) 887-5678.
We may use and disclose medical information about you to provide healthcare treatment to you. In other words, we may use and disclose medical information about you to provide, coordinate or manage your healthcare and related services. This may include communicating with other healthcare providers regarding your treatment and coordinating and managing your healthcare with others.
Example: Jane is a patient at a hospice. The scheduler may use medical information about Jane when setting up an appointment. The doctor will likely use medical information about Jane when reviewing Jane’s prior hospitalization information and blood test results to determine a diagnosis. The nurse will use medical information about Jane when conducting assessments and setting up a plan of care. The Medical Social Worker and Spiritual Care Counselor will use medical information when discussing which services Jane needs, and when the interdisciplinary team meets to coordinate care. The Bereavement Counselors will use medical information to provide bereavement services to Jane’s family.
We may use and disclose medical information about you to obtain payment for healthcare services that you received. This means that, within the Agency, we may use medical information about you to arrange for payment (such as preparing bills and managing accounts). In some instances, we may disclose medical information about you to an insurance plan before you receive certain healthcare services because, for example, we may need to know whether the insurance plan will pay for a particular service.
Example: The primary care doctor referred Jane to a palliative care program. The Agency’s billing clerk may contact Jane’s insurance company before admission to the palliative care program to determine whether the plan will pay for palliative care services.
3. Healthcare Operations
We may use and disclose medical information about you in performing a variety of business activities that we call “healthcare operations.” These “healthcare operations” activities allow us to, for example, improve the quality of care we provide and reduce healthcare costs. For example, we may use or disclose medical information about you in performing the following activities:
- Reviewing and evaluating the skills, qualifications, and performance of healthcare providers taking care of you.
- Providing training programs for students, trainees, healthcare providers or non-healthcare professionals to help them practice or improve their skills.
- Cooperating with outside organizations that evaluate, certify or license healthcare providers, staff or facilities in a particular field or specialty.
- Reviewing and improving the quality, efficiency and cost of care that we provide to you and our other patients.
- Improving healthcare and lowering costs for groups of people who have similar health problems and helping manage and coordinate the care for these groups of people.
- Cooperating with outside organizations that assess the quality of the care others and we provide, including government agencies and private organizations.
- Planning for our organization’s future operations.
- Resolving grievances within our organization.
- Reviewing our activities and using or disclosing medical information in the event that control of our organization significantly changes.
- Working with others (such as lawyers, accountants and other providers) who assist us to comply with this Notice and other applicable laws.
Example: The Agency was undergoing an accreditation survey. Jane was asked if she would give permission for a surveyor to accompany her nurse on a routine visit, so that the surveyor could observe the nurse perform an assessment, provide wound care, maintain infection control standards and provide teaching about the medications.
Example: Jane complained that she did not receive appropriate care. The Agency reviewed Jane’s record to evaluate the quality of the care provided to Jane. The Agency also discussed Jane’s care with an attorney.
4. Persons Involved in Your Care
We may disclose medical information about you to a relative, close personal friend or any other person you identify if that person is involved in your care and the information is relevant to your care. We may also use or disclose medical information about you to a relative, another person involved in your care or possibly a disaster relief organization (such as the Red Cross) if we need to notify someone about your location or condition.
You may ask us at any time not to disclose medical information about you to persons involved in your care. We will agree to your request and not disclose the information except in certain limited circumstances (such as emergencies) or if the patient is a minor. If the patient is a minor, we may or may not be able to agree to your request.
Example: Jane’s husband and a hired caregiver, Beatrice, are in the home with Jane. Both Jane’s husband and Beatrice help her with her medication. When the nurse is discussing a new medication with Jane, the nurse discusses the new medication with Jane, Jane’s husband and Beatrice.
5. Required by Law
We will use and disclose medical information about you whenever we are required by law to do so. There are many state and federal laws that require us to use and disclose medical information. For example, state law requires us to report gunshot wounds and other injuries to the police. We report deaths due to cancer to the Cancer Prevention Institute of California. We will comply with those state laws and with all other applicable laws.
6. National Priority Uses and Disclosures
When permitted by law, we may use or disclose medical information about you without your permission for various activities that are recognized as “national priorities.” In other words, the government has determined that under certain circumstances (described below), it is so important to disclose medical information that it is acceptable to disclose medical information without the individual’s permission. We will only disclose medical information about you in the following circumstances when we are permitted to do so by law. Below are brief descriptions of the “national priority” activities recognized by law. For more information on these types of disclosures, contact our Privacy Officer, the VP, Quality, Education and Compliance at (925) 887-5678.
- Threat to health or safety: We may use or disclose medical information about you if we believe it is necessary to prevent or lessen a serious threat to health or safety.
- Public health activities: We may use or disclose medical information about you for public health activities. Public health activities require the use of medical information for various activities, including, but not limited to, activities related to investigating diseases, reporting child or elder abuse and neglect, monitoring drugs or devices regulated by the Food and Drug Administration, and monitoring work-related illnesses or injuries. For example, if you have been exposed to a communicable disease (such as tuberculosis), we may report it to the State and take other actions to prevent the spread of the disease.
- Abuse, neglect or domestic violence: We may disclose medical information about you to a government authority (such as Adult Protective Services or the police) if you are an adult and we reasonably believe that you may be a victim of abuse, neglect or domestic violence.
- Health oversight activities: We may disclose medical information about you to a health oversight agency – which is basically an agency responsible for overseeing the healthcare system or certain government programs. For example, a government agency may request information from us while they are investigating possible insurance fraud.
- Court proceedings: We may disclose medical information about you to a court or an officer of the court (such as an attorney). For example, we would disclose medical information about you to a court if a judge orders us to do so.
- Law enforcement: We may disclose medical information about you to a law enforcement official for specific law enforcement purposes. For example, we may disclose limited medical information about you to a police officer if the officer needs the information to help find or identify a missing person.
- Coroners and others: We may disclose medical information about you to a coroner, medical examiner, or funeral director or to organizations that help with organ, eye and tissue transplants.
- Workers’ compensation: We may disclose medical information about you in order to comply with workers’ compensation laws.
- Research organizations: We may use or disclose medical information about you to research organizations if the organization has satisfied certain conditions about protecting the privacy of medical information.
- Certain government functions: We may use or disclose medical information about you for certain government functions, including but not limited to military and veterans’ activities and national security and intelligence activities. We may also use or disclose medical information about you to a correctional institution in some circumstances.
Other than the uses and disclosures described above (#1-6), we will not use or disclose medical information about you without the “authorization” – or signed permission – of you or your personal representative. In some instances, we may wish to use or disclose medical information about you and we may contact you to ask you to sign an authorization form. In other instances, you may contact us to ask us to disclose medical information and we will ask you to sign an authorization form. If you sign a written authorization allowing us to disclose medical information about you, you may later revoke (or cancel) your authorization in writing (except in very limited circumstances related to obtaining insurance coverage). If you would like to revoke your authorization, you may write us a letter revoking your authorization, addressed to our Privacy Officer, the VP, Quality, Education and Compliance. If you revoke your authorization, we will follow your instructions except to the extent that we have already relied upon your authorization and taken some action. The following uses and disclosures of medical information about you will only be made with your authorization (signed permission):
- Uses and disclosures for marketing purposes.
- Uses and disclosures that constitute the sales of medical information about you.
- Most uses and disclosures of psychotherapy notes, if we maintain psychotherapy notes.
- Any other uses and disclosures not described in this Notice.
YOU HAVE RIGHTS WITH RESPECT TO MEDICAL INFORMATION ABOUT YOU
You have several rights with respect to medical information about you. This section of the Notice will briefly mention each of these rights. If you would like to know more about your rights, please contact our Privacy Officer, the VP, Quality, Education and Compliance at (925) 887-5678.
1. Right to a Copy of This Notice
You have a right to have a paper copy of our Notice of Privacy Practices at any time. In addition, a copy of this Notice will always be posted on our website. If you would like to have another copy of our Notice, contact our Privacy Officer, the VP, Quality, Education and Compliance at (925) 887-5678.
2. Right of Access to Inspect and Copy
You have the right to inspect (which means see or review) and receive a copy of medical information about you that we maintain in certain groups of records. If we maintain your medical records in an Electronic Health Record (EHR) system, you may obtain an electronic copy of your medical records. You may also instruct us in writing to send an electronic copy of your medical records to a third party. If you would like to inspect or receive a copy of medical information about you, you must provide us with a request in writing. You may write us a letter requesting access or fill out a Request for Access or Disclosure Medical Record Information form. The form is available from our Privacy Officer, the VP, Quality, Education and Compliance.
We may deny your request in certain circumstances. If we deny your request, we will explain our reason for doing so in writing. We will also inform you in writing if you have the right to have our decision reviewed by another person.
If you would like a copy of the medical information about you, we will charge you a fee to cover the costs of the copies. Our fees for paper copies of your medical record will be $0.25 per page to cover the cost of laser printing. Our fees for electronic copies of your medical record will be limited to the cost of the data storage device and direct labor costs associated with fulfilling your request.
We may be able to provide you with a summary or explanation of the information. Contact our Privacy Officer, the VP, Quality, Education and Compliance for more information on these services and any possible additional fees.
3. Right to Have Medical Information Amended
You have the right to have us amend (which means correct or supplement) medical information about you that we maintain in certain groups of records. If you believe that we have information that is either inaccurate or incomplete, we may amend the information to indicate the problem and notify others who have copies of the inaccurate or incomplete information. If you would like us to amend information, you must provide us with a request in writing and explain why you would like us to amend the information. You may write us a letter requesting an amendment, including the reasons for the amendment addressed to our Privacy Officer, the VP, Quality, Education and Compliance.
We may deny your request in certain circumstances. If we deny your request, we will explain our reason for doing so in writing. You will have the opportunity to send us a statement explaining why you disagree with our decision to deny your amendment request and we will share your statement whenever we disclose the information in the future.
4. Right to an Accounting of Disclosures We Have Made
You have the right to receive an accounting (which means a detailed listing) of disclosures that we have made for the previous six (6) years. If you would like to receive an accounting, you may send us a letter requesting an accounting to our Privacy Officer, the VP, Quality, Education and Compliance.
The accounting will not include disclosures for treatment, payment or healthcare operations. The accounting will not include disclosures made prior to April 14, 2003.
5. Right to Request Restrictions on Uses and Disclosures
You have the right to request that we limit the use and disclosure of medical information about you for treatment, payment and healthcare operations. Under federal law, we must agree to your request and comply with your requested restriction(s) if:
- Except as otherwise required by law, the disclosure is to a health plan for purpose of carrying out payment of healthcare operations (and is not for purposes of carrying out treatment); and,
- The medical information pertains solely to a healthcare item or service for which the healthcare provided involved has been paid out-of-pocket in full.
Once we agree to your request, we must follow your restrictions (except if the information is necessary for emergency treatment). You may cancel the restrictions at any time. In addition, we may cancel a restriction at any time as long as we notify you of the cancellation and continue to apply the restriction to information collected before the cancellation.
You also have the right to request that we restrict disclosures of your medical information and healthcare treatment(s) to a health plan (health insurer) or other party, when that information relates solely to a healthcare item or service for which you, or another person on your behalf (other than a health plan), has paid us for in full. Once you have requested such restriction(s), and your payment in full has been received, we must follow your restriction(s).
6. Right to Request an Alternative Method of Contact
You have the right to request to be contacted at a different location or by a different method. For example, you may prefer to have us telephone a specific family member on his/her cell phone to set up appointments, rather than contact you directly. We will agree to any reasonable request for alternative methods of contact. If you would like to request an alternative method of contact, you must provide us with a written request by writing a letter to our Privacy Officer, the VP, Quality, Education and Compliance.
7. Right to Notification if a Breach of Your Medical Information Occurs
You also have the right to be notified in the event of a breach of medical information about you. If a breach of your medical information occurs, and if that information is unsecured (not encrypted), we will notify you promptly with the following information:
- A brief description of what happened;
- A description of the health information that was involved;
- Recommended steps you can take to protect yourself from harm;
- What steps we are taking in response to the breach; and,
- Contact procedures so you can obtain further information.
8. Right to Opt-Out of Fundraising Communications
If we conduct fundraising and we use communications like the U.S. Postal Service or electronic email for fundraising, you have the right to opt-out of receiving such communications from us. Please contact our Privacy Officer, the VP, Quality, Education and Compliance to opt-out of fundraising communications if you chose to do so.
YOU MAY FILE A COMPLAINT ABOUT OUR
If you believe that your privacy rights have been violated or if you are dissatisfied with our privacy policies or procedures, you may file a written complaint either with us or with the federal government.
We will not take any action against you or change our treatment of you in any way if you file a complaint.
To file a written complaint with us, you may bring your complaint directly to our Privacy Officer, the VP, Quality, Education and Compliance, or you may mail it to the following address:
VP, Quality, Education and Compliance
Hospice of the East Bay
3470 Buskirk Avenue
Pleasant Hill, CA 94523
To file a written complaint with the federal government, please use the following contact information:
Office for Civil Rights
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F, HHH Building
Washington, D.C. 20201
Toll-Free Phone: 1(877) 696-6775
- Category: About
- Published: March 26, 2013