Visitors and Families Participation Policy

In accordance with Connecticut Children’s Nondiscrimination Policy and Patient Bill of Rights, all visitors shall have equal visitation privileges consistent with patient (or a designated support person’s) preferences and expressed wishes, and subject to justified clinical restrictions and this policy. Connecticut Children’s does not restrict visitors based on race, color, sex, national origin, disability, age, religion, marital status, citizenship, gender identity, gender expression, sexual orientation, and/or other legally protected classification.

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Patient and Family Bill Of Rights and Responsibilities

Each day at Connecticut Children’s, we hold each other accountable for kindness, empathy and helpfulness, and we ask all who enter our doors to do the same. 

As a patient family, you are responsible for:

  • Being respectful and kind in all interactions with your/your child’s healthcare team.
  • Providing an accurate and complete history of your child’s health.
  • Being considerate of the rights of other patients, families and visitors.
  • Asking questions about any aspect of care you/your child do not understand.
  • Personal belongings and for being respectful of the belongings of other patients, families and healthcare teams.
  • Maintaining civil, non-threatening and respectful language and conduct in all interactions with your/your child’s healthcare team. 
  • Respecting the privacy of others by NOT photographing or recording any patients, families or team members at any time.
  • Providing accurate and complete insurance information and being aware of your insurance plan’s eligibility, benefits and coverage details including any co-pays or out-of-pocket expenses.
  • Paying for services rendered in a timely manner. Financial assistance may be available for those who qualify. (To contact a Financial Counselor, call 860.545.8086.)
  • Following all visitation rules, including the number of visitors allowed, visiting hours and length of stay.
  • Acting appropriately and respectfully in all attempts to resolve conflicts. Violence, threats and foul language are NOT tolerated at Connecticut Children’s.  

As a patient family, you have the right to: 


  • Have your personal privacy and your child’s personal privacy respected.
  • Have personal health information and other confidential information about you (such as financial, billing, and insurance information) kept private and confidential in accordance with state and federal law and our Notice of Privacy Practices


  • Be treated respectfully regardless of age, race, sex, gender identity or expression, sexual orientation, ethnicity, religion, culture, education, illness, disability, or any other characteristic protected by applicable state or federal law.
  • Be free from the use of restraints or seclusion, except as necessary to ensure the immediate physical safety of the patient, a staff member, or others.  Any use of restraints will be in accordance with all applicable laws.
  • Receive quality care that is emotionally supportive and family centered.
  • Receive care in a safe setting free from harassment and abuse.
  • Be as free of pain as possible.
  • Make an informed decision, to the extent the law allows, regarding your/your child’s care. 
  • Know the names and roles of the healthcare team members involved in the delivery of care to you/your child.
  • Be informed of research studies affecting your/your child’s care and be able to refuse to participate in any such study. 
  • Receive a timely response to any reasonable request for meeting special needs.
  • Be communicated with in a manner, form and language that you can understand, free of charge. 
    • Language Interpretation services: Connecticut Children’s will provide language services through the use of interpreters or written information for families whose primary language is not English.
    •  Sign language interpretation: Connecticut Children’s will provide sign language interpreters (in person or through video technology) or written information as appropriate for patient/families who are Deaf or Hard of Hearing. 
      • Families may contact Interpretation Services at 860.545.8700 during normal business hours (8 am-4:30 pm) or The Resource Center at 860.545.9000 on evenings, weekends or holidays.
  • File a complaint with the healthcare team if dissatisfied with or concerned about your/your child’s care (see details below).
  • Formulate advance directives and have your/your child’s healthcare team respect and comply with those directives to the extent permitted by law.
  • Request an Ethics Committee consult related to decision making and ethical aspects of care.
  • Request an autopsy in the unfortunate event of death. Families may obtain more information related to requesting an autopsy from a clinical team member.



  • Have friends and family visit consistent with patient preferences and visitation rules.  Be told if there is any reason for restricting visitors.
  • Withdraw or deny consent to receive visitors during hospital admission. 


  • Be given the information you need to make an informed decision about any treatment or procedures.
  • Receive a clear explanation of any outcomes of treatment or procedures that were unanticipated.
  • Have reasonable and timely access to your/your child’s medical record, including requesting a copy of the medical record.
    • Families may formally request a copy of the medical record by contacting our Health Information Management Department at 860.837.5780.
  • Request information about the cost of a diagnostic test or procedure by contacting a Financial Counselor at 860.545.8086.
  • Be informed in the event that Connecticut Children’s finds it necessary to seek legal action to provide treatment for your child.
  • Inquire about and request information about financial assistance by contacting a Financial Counselor at 860.545.8086

Patient Complaint/Grievance Process

Please speak with your child’s healthcare team if you feel your/your child’s rights have not been respected. You may also contact the Department of Patient & Family Experience at 860.837.5282 8 am – 4:30 pm, Monday through Friday, or via email at patient_rep [at] if you need help with your concerns. You may also file a complaint/grievance with: 

  • Connecticut Department of Public Health via telephone at 860.509.7552 
  • The Joint Commission via telephone at 1.800.994.6610 or via email at complaint [at] (complaint[at]jointcommission[dot]org )

You have the right to file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights via telephone at 977.696.6775 or 800.537.7697 or via the portal at