NewYork-Presbyterian Hospital Patient and Visitor Guide During Your Stay

Transcription

1 NewYork-Presbyterian Hospita Patient and Visitor Guide During Your Stay

2 Wecome Wecome to NewYork-Presbyterian Hospita/Coumbia University Medica Center. Here you wi find a staff dedicated to aways providing the highest quaity, most compassionate care and service to each and every one of our patients in a warm and friendy environment. To hep you and your famiy whie you are here in the Hospita, we have deveoped this During Your Stay Guide. It incudes information about services and amenities that are avaiabe to make you as comfortabe as possibe. It aso provides important information about your heath care team and what you and your famiy need to know to prepare for going home. We want you to be an active participant in your own care, and you wi find that our staff members encourage you to ask questions and share any concerns that you or your famiy might have. NewYork-Presbyterian Hospita is one of the most comprehensive academic medica centers in the word, with eading speciaists in every fied of medicine. We are very proud of the outstanding care we provide to patients and famiies. Most importanty, we are proud of our staff s commitment to taking great care of you and your oved ones. At NewYork-Presbyterian, We Put Patients First. So if you have any questions or if there is anything we can do to ease your stay, don t hesitate to tak to your doctor or any member of your care team. Thank you for the priviege of caring for you. Very truy yours, Steven J. Corwin, M.D. Chief Executive Officer NewYork-Presbyterian Hospita

3

4 DURING YOUR STAY Tabe of Contents Tabe of Contents For Your Care Your Care Team... 4 Your Meas... 8 Your Medications... 8 Aergies... 8 Houry Rounding... 9 Pain Management... 9 Rapid Response Team... 9 Nursing Station Phone Numbers Patient Services Administration Interpreter Services Services for the Visuay Impaired Ethics Consutation Pastora Care For Your Consideration Private Accommodations Private Duty Nursing Guest Faciity and Hotes Goba Services Onine Persona Heath Record: mynyp.org For Your Comfort and Convenience Wecome Kit Teephone Service Teevision Service Patient Education Teevision Programming Internet Access Visiting Hours Quiet Time Massage Therapy Information Desk Gift Shop Paces to Eat Vending Machines Pubic Restrooms For Your Safety and Security Important Patient Safety Information Preventing Infections Baoons/Fowers Eectrica Appiances Staff ID Badges Security Vauabes Lost and Found No Smoking Poicy Preparing to Go Home Discharge Information Your Checkist for Discharge Discharge Phone Ca Patient Satisfaction Survey Cashier Biing Insurance Medica Records Patient Rights and Responsibiities Your Rights as a Hospita Patient Your Responsibiities Advance Directives If You Have Concerns Finding Your Way Around Directions Parking Map and Neighborhood Services Notes Index NewYork-Presbyterian/Coumbia University Medica Center 3

5 DURING YOUR STAY For Your Care For Your Care Your Care Team During your stay at NewYork-Presbyterian Hospita/Coumbia University Medica Center, you wi meet a number of heath care professionas who work together to pan your treatment. They make up your heath care team. You and your famiy are aso an important part of the care team. We encourage you to speak up and et your needs and concerns be known. As an academic medica center, NewYork-Presbyterian trains new physicians and serves as a site for teaching medica and heath professiona students. These individuas may participate in aspects of your care under cose supervision of appropriate Hospita staff. Doctors There may be many doctors invoved in your care. In addition to your attending doctor, who is often your persona doctor or the doctor who admitted you, you may be seen by other medica or surgica speciaists, as we as feows or residents. A feow is a doctor pursuing further training in his or her subspeciaty. A resident is a doctor who has competed medica schoo and is enroed in a residency training program in a particuar speciaty. Residents are aso referred to as housestaff and work under the carefu supervision of attending doctors. The Doctors caring for me are: Nurses There may be many nurses invoved in your care as we. They work cosey with the doctors and other members of the heath care team. Our nursing team incudes the Patient Care Director, nurse practitioners, staff nurses, nursing assistants, and ICU technicians. The Patient Care Director is responsibe for the supervision of a nursing care on a particuar unit or units. A registered nurse, who is designated as your primary nurse, pans and coordinates your overa nursing care and assigns tasks as appropriate to other members of the nursing team. A speciay trained Pain Resource Nurse may aso be avaiabe to tak with you about any pain management concerns. My Nurses are: 4 NewYork-Presbyterian/Coumbia University Medica Center

6 DURING YOUR STAY For Your Care Care Coordinators Care coordinators are registered nurses who see that your doctor s orders are carried out in a timey manner. The care coordinator may ask you questions about your care and your medica insurance so that you can receive the appropriate benefits covered under your poicy. My Care Coordinator is: Unit Cerks Unit cerks greet patients and visitors as they arrive on the unit, answer phones, and respond to ca bes. They are avaiabe to answer your questions and direct you within the unit. If the unit cerk does not know the answer, he or she wi find the appropriate person on the unit who can hep you. My Unit Cerk is: Physician Assistants Physician assistants are heath professionas who are members of your heath care team. Under the supervision of your attending physician, they can deiver a broad range of medica and surgica services, conduct physica exams, diagnose and treat inesses, order and interpret tests, counse on preventive heath care, assist in surgery, and prescribe medications. My Physician Assistant is: NewYork-Presbyterian/Coumbia University Medica Center 5

7 DURING YOUR STAY For Your Care Socia Workers Socia workers hep you and your famiy manage your Hospita stay and pan for your return home. The socia worker can address the emotiona issues that come with being in a hospita, provide patient and famiy counseing, coordinate discharge panning, and offer information about support groups. My Socia Worker is: Dietitians Registered dietitians are aso professiona members of the heath care team. They pan for your dietary and nutritiona needs during your Hospita stay according to your doctor s orders. If you require a specia diet, your dietitian provides you with information and teaches you how to foow the diet before you go home. My Dietitian is: Nutrition Hosts Nutrition hosts take your daiy mea orders and deiver your meas to your room. My Nutrition Host is: Physica Therapists Physica therapists assess your physica and functiona needs and provide you with exercises and programs to hep you regain strength, restore your mobiity, and improve your abiity to do home and work activities in preparation for discharge. My Physica Therapist is: Occupationa Therapists Occupationa therapists provide therapy designed to hep improve your abiity to carry out activities of daiy iving, such as dressing, bathing, and grooming, foowing your discharge. My Occupationa Therapist is: Speech Therapists Speech therapists assist patients who may need hep in regaining or improving speech and communication skis. My Speech Therapist is: 6 NewYork-Presbyterian/Coumbia University Medica Center

8 DURING YOUR STAY For Your Care Respiratory Therapists Respiratory therapists provide care to patients who need assistance with breathing difficuties. My Respiratory Therapist is: Environmenta Services Workers (Housekeepers) Environmenta services workers are responsibe for providing a cean and safe environment for patients and staff, incuding ceaning your room every day. My Environmenta Services Worker is: Patient Escorts Patient escorts are staff members who transport you to and from tests and procedures in the Hospita. They see that you get to and from your destination safey. Vounteers Vounteers provide vita assistance to our patients, famiies, and heath care professionas. Throughout the Hospita, they can be found ending a heping hand with a wide range of tasks and activities. If you fee a vounteer coud hep you in some way, pease et your nurse know. NewYork-Presbyterian/Coumbia University Medica Center 7

9 DURING YOUR STAY For Your Care Your Meas You wi be offered a choice of meas from the Hospita menu with specific attention to any dietary restrictions that may be reated to your condition or your treatment. We can aso accommodate specia requests for vegetarian, kosher, and other dietary preferences. Breakfast: Lunch: Dinner: 8 am to 9 am 11:45 am to 1:30 pm 5 pm to 6:30 pm Snacks such as juice, crackers, cerea, and mik are avaiabe on each patient care unit. Your Medications The medications you were taking before coming to the Hospita may change as a resut of your admission. If any prescriptions are required, they wi be given to you before you are discharged. You wi aso receive a ist of the medications that you wi need to take at home. Aergies Let your doctor and nurse know if you have any aergies, especiay to medications and food, and/or to other substances. 8 NewYork-Presbyterian/Coumbia University Medica Center

10 DURING YOUR STAY For Your Care Houry Rounding A member of your care team wi come to your bedside approximatey every hour during the day and every two hours at night to make sure that your care and comfort needs are met. If you are awake, the staff member wi ask you about your pain eve, whether you need to use the bathroom, ensure your room is organized and free of cutter, and answer any questions you or your famiy members may have. Pain Management Managing pain is important and may hep you get better faster. Waking, deep breathing, and physica therapy are easier if you have ess pain. You shoud aways et your heath care team and primary nurse know if you are feeing pain. Your heath care team wi ask you to describe your pain and pain eve. You may be asked to rate your pain on a scae of 0 to 10 or to choose a face on a scae that indicates your eve of pain. This wi aso hep your heath care team determine if your treatment or medication shoud be changed. If you fee your pain reief is not acceptabe, te your nurse immediatey. Rapid Response Team A Rapid Response Team is a specia Hospita team that can be caed by your nurse if your condition changes quicky. The Rapid Response Team is made up of at east two of the foowing professionas: critica care nurse, doctor, physician assistant, nurse practitioner, and respiratory therapist. The Rapid Response Team works cosey with your primary doctor and nurse to provide care. The team can be caed any time of the day or night. If you have any questions about the Rapid Response Team, pease tak to your nurse or doctor. NewYork-Presbyterian/Coumbia University Medica Center 9

11 DURING YOUR STAY For Your Care Nursing Station Phone Numbers Cardiac Catheterization Lab Mistein Hospita Buiding - 2nd Foor (646) Cardiac Catheterization Lab (Overnight Patients) Mistein Hospita Buiding - 2nd Foor (212) Post Anesthesia Care Unit (Recovery Room) Mistein Hospita Buiding - 3rd Foor (212) Post Anesthesia Care Unit (Recovery Room) Mistein Hospita Buiding - 4th Foor (212) Hudson South - Medica Intensive Care Unit A Mistein Hospita Buiding - 4th Foor (212) Hudson South - Medica Intensive Care Unit B Mistein Hospita Buiding - 4th Foor (212) Hudson South - Surgica Intensive Care Unit Mistein Hospita Buiding - 4th Foor (212) Garden North Mistein Hospita Buiding - 5th Foor (212) Garden South Mistein Hospita Buiding - 5th Foor (212) Hudson North Mistein Hospita Buiding - 5th Foor (212) Cardiothoracic Intensive Care Unit Heart Center - 5th Foor (646) Cardiac Care Unit Heart Center - 5th Foor (646) Hudson South Cardiac Care Unit Mistein Hospita Buiding - 5th Foor (212) Hudson South Cardiothoracic Intensive Care Unit Mistein Hospita Buiding - 5th Foor (212) Garden North Mistein Hospita Buiding - 6th Foor (212) Garden South Mistein Hospita Buiding - 6th Foor (212) Hudson North Mistein Hospita Buiding - 6th Foor (212) Hudson South Mistein Hospita Buiding - 6th Foor (212) Garden North Mistein Hospita Buiding - 7th Foor (212) Garden South Mistein Hospita Buiding - 7th Foor (212) Hudson North Mistein Hospita Buiding - 7th Foor (212) Hudson South Mistein Hospita Buiding - 7th Foor (212) Garden North Mistein Hospita Buiding - 8th Foor (212) Garden South Neuro Intensive Care Unit Mistein Hospita Buiding - 8th Foor (212) Hudson North Mistein Hospita Buiding - 8th Foor (212) Hudson South Mistein Hospita Buiding - 8th Foor (212) Garden North Mistein Hospita Buiding - 9th Foor (212) Garden South Mistein Hospita Buiding - 9th Foor (212) Hudson North - McKeen Mistein Hospita Buiding - 9th Foor (212) Hudson South - McKeen Mistein Hospita Buiding - 9th Foor (212) Irving Institute for Cinica and Transationa Research Presbyterian Hospita - 10th Foor (212) Bood and Bone Marrow Transpant (BMT) Unit Harkness Paviion - 11th Foor (646) NewYork-Presbyterian/Coumbia University Medica Center

12 DURING YOUR STAY For Your Care Patient Services Administration (212) Patient Services Administration provides a centra ocation for patients and famiies to voice their opinions both positive and negative about any aspect of Hospita care or services. Our Patient Services Administration personne can hep you and your famiy with questions and concerns, expain Hospita poicy and procedures, and take appropriate steps to see that your rights as a patient are respected. Each Patient Services Administration staff member is trained in managing the issues that can have an impact on the quaity of the patient experience. The Patient Services Administration staff is aso avaiabe to educate patients and their famiies about advance directives and address any ethica concerns that may arise during a patient s stay. Interpreter Services Communication access for patients/famiies with imited Engish proficiency (LEP), speech or visua impairment, or who are deaf or hard of hearing can be arranged by a member of our staff, free of charge. Indicate to a member of our staff if you wi need this service, and it wi be arranged for you. Services for the Visuay Impaired If you are visuay impaired, our staff wi assist you with forms. The Patient Bi of Rights and various seected forms are avaiabe in Braie through Patient Services Administration. Ethics Consutation The Hospita has an Ethics Committee, and its representatives are avaiabe to you, your famiy, and Hospita staff for hep when ethica issues reating to care arise. The Ethics Committee can provide counse in areas such as ventiator use, feeding tubes, and diaysis. Pease speak with your nurse, doctor, socia worker, chapain, or a representative from Patient Services Administration for more information. Pastora Care (212) Office Hours: Monday through Friday, 9 am to 5 pm In-House On Ca: 9 am to 11 pm Out-of-House On Ca: 11 pm to 9 am Page Operator: (212) ; On-ca Pager The chapains in the Pastora Care and Education Department are committed to meeting the reigious, spiritua, and cutura needs of patients and their oved ones during hospitaization. If you woud ike to speak with a chapain during your Hospita stay, pease et a member of the staff know or ca the Department directy. Two interfaith chapes are avaiabe for prayer and meditation. The Mistein Chape, ocated on the fifth foor, is open from 6 am to 10 pm. The Pauine A. Hartford Chape, ocated on the first foor of the Presbyterian Hospita Buiding, is open 24 hours daiy. Current worship schedues are avaiabe from the Pastora Care and Education Department. 24-hour Emergency On-Ca Chapain: To page the on-ca chapain, contact the page operator at (212) and ask the attendant to page Chapains wi respond to emergency cas at night within 30 minutes. NewYork-Presbyterian/Coumbia University Medica Center 11

13 DURING YOUR STAY For Your Consideration For Your Consideration Private Accommodations NewYork-Presbyterian/Coumbia offers private suites and rooms for patients on most units for an additiona cost. The McKeen Paviion, ocated on the ninth foor in the Mistein Hospita Buiding, is a private nursing unit with a hote-ike environment. A rooms are private and many incude beautifu Hudson River views. Suites are aso avaiabe that incude a visitors sitting room with a seeper sofa and bathroom. Pease contact the Admitting Department at (212) or et your physician know if you are interested in private accommodations. Pease be aware that if a semi-private room is not avaiabe, you may be assigned to a private room but wi not be charged a private room rate. If a semi-private room becomes avaiabe, you wi have the option of moving to that room or eecting to stay in the private room for an additiona private room charge. Private Duty Nursing (212) Private duty nurses and attendants may be hired through the Private Duty Nursing Office, ocated in 8 South Knucke of the Mistein Hospita Buiding. The Private Duty Nursing Office is open seven days a week from 6:30 am to 9 pm. After hours, pease ca the Private Duty Nursing Office and someone wi assist you. Private duty nurses and attendants are not empoyed by the Hospita. Their fees wi be quoted to you when you ca the office. Payment can be made by check or credit card at the Private Duty Nursing Office. 12 NewYork-Presbyterian/Coumbia University Medica Center

14 DURING YOUR STAY For Your Consideration Guest Faciity and Hotes McKeen Paviion (212) Mistein Hospita Buiding NewYork-Presbyterian/Coumbia 177 Fort Washington Avenue, between 165th and 168th Streets New York, NY Guest rooms are avaiabe in the Mistein Hospita Buiding McKeen Paviion Guest Accommodations area. These guest rooms enabe friends and famiy to be cose to oved ones during their hospitaization. Rates are avaiabe on request. Ca for information or reservations, Monday through Friday, 7 am to 5 pm; Saturday, Sunday, and hoidays, 8 am to 4 pm. After hours, ask a nurse to page the Administrator-on- Ca who wi check room avaiabiity. Econo Lodge Fort Lee (201) Hudson Terrace Fort Lee, NJ The Econo Lodge is ocated not far from the George Washington Bridge in Fort Lee, New Jersey, with convenient access to the Bridge, the Hospita, and New York City by pubic transportation and car. The Econo Lodge offers shutte bus service to and from NewYork-Presbyterian/Coumbia. Crowne Paza Engewood (201) South Van Brunt Street Engewood, NJ Located just north of Route 4 and Interstate 80, the Crowne Paza offers shutte bus service to and from NewYork-Presbyterian/Coumbia. Goba Services (212) If your primary residence is in a country other than the United States, pease contact Goba Services. Our Goba Services staff speak many anguages and are avaiabe to assist patients and famiies with a variety of medica and non-medica services, incuding scheduing doctor appointments, escorting patients to procedures, requesting second medica opinions, and providing information about odging. The Goba Services office is ocated in the Mistein Hospita Buiding, ninth foor centra. NewYork-Presbyterian/Coumbia University Medica Center 13

15 DURING YOUR STAY For Your Consideration Onine Persona Heath Record: mynyp.org New York-Presbyterian Hospita is peased to offer mynyp.org, a free service that aows you and your famiy to view and manage your medica records onine. MyNYP.org puts you in charge of your heath information and offers you the abiity to consoidate and organize heath information in a private account. You can easiy share information with cinicians, trusted famiy members, and other caregivers. Information can ony be accessed and shared by you or with your permission. MyNYP.org is convenienty accessibe from any computer, tabet, or mobie device. For a fu ist of mynyp.org features and content, pease review the Frequenty Asked Questions on the website. Connect to mynyp.org today by foowing the instructions at 14 NewYork-Presbyterian/Coumbia University Medica Center

16 DURING YOUR STAY For Your Comfort and Convenience For Your Comfort and Convenience Wecome Kit To provide you with a warm reception to our Hospita, you wi receive a wecome kit upon your admission. Featuring products from Gichrist & Soames, the kit incudes an array of toietries and grooming items, ear pugs, a seep mask, and ip moisturizer. This patient amenity kit wi hep meet your persona needs unti you are either discharged or can obtain grooming items from home. Teephone Service NewYork-Presbyterian Hospita is peased to offer compimentary teephone service, incuding ong distance service within the United States. Teevision Service NewYork-Presbyterian Hospita is peased to offer compimentary teevision service. Programming incudes network and oca stations, as we as a variety of sports, ifestye, and movie channes, a free of charge. If you have any questions, pease speak with a member of your care team. Patient Education Teevision Programming The Hospita offers extensive patient education programming free of charge through your teevision service. A ist of topics can be found on Channe 88, or ask your nurse for a printed copy of the ist. After you watch a program, if you have any questions about the information, tak to your nurse or doctor. To view the program: Step 1: Ca (212) You wi hear severa commands. Step 2: Choose a anguage. Press 1 to hear the instructions in Engish. Press 2 to hear the instructions in Spanish. Step 3: After istening to instructions, press 2 for video on demand. Step 4: Enter the 3-digit video code for the topic you want to watch. You wi be asked to confirm your choice. Press 1 if correct. Press 2 if not correct. Step 5: You wi hear, Your video seection wi begin paying momentariy on channe. Turn your TV to the channe that is mentioned. Step 6: You wi hear: To repeat this message, press 1. To end the ca and begin paying your video, press 2. NewYork-Presbyterian/Coumbia University Medica Center 15

17 DURING YOUR STAY For Your Comfort and Convenience Internet Access You and your famiy members can use a persona aptop computer and most other mobie wireess devices in the Hospita. You can connect your computer or device to our Wireess Guest Network, which is designed for guests and patients at the Hospita, by seecting guest-net from the ist of networks that appears when you cick on the wireess icon. Launch your device s web browser and it wi automaticay present a discaimer page isting the Terms and Conditions and Acceptabe Use for the Wireess Guest Network. You must seect I Agree at the bottom of the page in order to use guestnet. Most web browsers are compatibe with this process. Guest-net Wi-Fi connection is an open and unencrypted wireess network with Internet-ony access. Visiting Hours NewYork-Presbyterian has open visiting hours. To provide patients with more support from their oved ones, there are no set visiting times. Patients or a support person, seected by the patient when he/ she is admitted, may decide who visits and when. Visitors may incude but are not imited to a spouse, same or opposite sex domestic partner, another famiy member, or a friend, for emotiona support during the course of his/her stay. Pease note, for the we-being of our patients, members of the care team may imit visiting. Our staff wi work with visitors and patients, especiay those in semi-private rooms, to aow patients time to rest and seep. NewYork-Presbyterian Hospita does not restrict, imit, or otherwise deny visitation privieges based on age, race, ethnicity, reigion, cuture, anguage, physica or menta disabiity, socioeconomic status, sex, sexua orientation, and gender identity or expression.. Quiet Time A inpatient units of the Hospita observe a daiy quiet time to hep provide you and your famiy with a caming heath care environment and to enabe patients to rest. Designated quiet time hours are posted on each unit and announced when they begin. During this time, everyone on the unit is asked to keep noise eves to a minimum. 16 NewYork-Presbyterian/Coumbia University Medica Center

18 DURING YOUR STAY For Your Comfort and Convenience Massage Therapy (212) With the approva of your doctor, a massage therapist can provide services in your Hospita room. There is a charge for this service. To make an appointment, ca (212) Information Desk (212) The Information Desk, ocated in the obby of the Mistein Hospita Buiding, provides directions and information to patients and visitors. The Information Desk is open 24 hours a day, 7 days a week. There is aso a Wecome Desk ocated in the first foor obby of the Vivian and Seymour Mistein Famiy Heart Center. The Wecome Desk is open 5 am to 9 pm, 7 days a week, and can be reached at (646) Gift Shop (212) Monday through Friday, 8 am to 9 pm Saturday, Sunday, and Hoidays, 10 am to 9 pm The Gift Shop is ocated in the obby of the Mistein Hospita Buiding. It offers a wide seection of items, incuding fowers, toietries, newspapers, magazines, cards, snacks, beverages, gifts, and Myar baoons. You may ca the Gift Shop to have deiveries made to your room. For the heath and safety of our patients, atex baoons are prohibited in the Hospita. Myar baoons and fowers (fresh cut, artificia, and dried arrangements) are prohibited in a intensive care units, recovery rooms, operating rooms, nurseries, the abor and deivery unit, and oncoogy and transpant units. Paces to Eat The map in the pocket of this Guide incudes a ist of neighborhood restaurants. In addition, there are severa paces to have a mea or snack on the NewYork-Presbyterian/Coumbia campus as foows: Heights Café (212) Monday through Friday, 7 am to 9 pm Saturday and Sunday, 7 am to 9 pm This buffet-stye cafeteria is ocated on the second foor of the Mistein Hospita Buiding, 177 Fort Washington Avenue at 168th Street. Mistein Lobby Kiosk Monday through Friday for breakfast, 6 am to 12 pm The breakfast kiosk is ocated in the main obby of the Mistein Hospita Buiding, 177 Fort Washington Avenue at 168th Street. NewYork-Presbyterian/Coumbia University Medica Center 17

19 DURING YOUR STAY For Your Comfort and Convenience Windows on the Hudson (212) Monday through Friday Lunch: 11:30 am to 3 pm Dinner: 5:30 pm to 7 pm (ca for reservations) This fu-service restaurant is ocated in the McKeen Paviion on the ninth foor of the Mistein Hospita Buiding, 177 Fort Washington Avenue at 168th Street. Jou Jou Café (212) Monday through Friday, 6:30 am to 7:30 pm Saturday and Sunday, 8 am to 3:30 pm Jou Jou Café is ocated in the main obby of NewYork-Presbyterian/Morgan Staney Chidren s Hospita at 3959 Broadway. The café offers grab-and-go service of gourmet sandwiches, soups and saads, fresh baked goods, kosher meas, speciaty beverages, and coffees, attes, and teas. Energy Court Café Monday through Friday, 7:30 am to 2 pm The Energy Court Café is ocated on the first foor of the Presbyterian Hospita Buiding at 167th Street and Broadway. The café offers gourmet saads and sandwiches, soups, beverages, and desserts to go. Vending Machines Vending machines are avaiabe 24 hours a day in the Mistein Hospita Buiding on foors 2, 3, 4, 6, 7, and 8, and in various ocations throughout the NewYork-Presbyterian/Coumbia campus. Pubic Restrooms Pubic restrooms are ocated throughout the Hospita and on every foor, usuay near the eevators. For infection contro purposes, bathrooms in patient rooms are for patient use ony. 18 NewYork-Presbyterian/Coumbia University Medica Center

20 DURING YOUR STAY For Your Safety and Security For Your Safety and Security Important Patient Safety Information At NewYork-Presbyterian Hospita, we want to work cosey with you to make your care safe. By getting invoved in your care, asking questions, and speaking up, you wi hep us achieve optimum outcomes. Be Activey Invoved in Your Care Your heath care team wi keep you informed about your care. They wi isten to your concerns, answer your questions, and expain your treatment pan. If Engish is not your primary anguage and you need assistance, we wi provide an interpreter for you. When you are discharged, you wi receive written instructions to take home. Ask Questions and Speak Up Activey participate in decisions about your treatment. Ask questions about your care and treatment. Ask questions about your discharge instructions. Te us if you do not understand what we are saying to you. Ask for an interpreter if you do not understand Engish. Keep Your Heath Care Team Informed Share your medica history with your heath care team. Te us about your medica probems and prior surgeries. Te us if you have any aergies. NewYork-Presbyterian/Coumbia University Medica Center 19

21 DURING YOUR STAY For Your Safety and Security Know Your Medications Whie you are in the Hospita, ask about a medications you are given and why they have been prescribed for you. Remember to take home your written medication instructions. Expect Staff to Check and Recheck Your Identification Band Wear your Hospita identification (ID) band at a times whie you are in the Hospita. Our staff wi review the information on your Hospita ID band before giving you any medications, before tests, procedures, and X-rays, and when giving you your food tray. If your ID band comes off or is unreadabe, ask us to repace it. Use Your Ca Button There is a red button on the teevision remote contro, which may be used to ca for hep whenever it is needed. Ca buttons are aso ocated in a bathrooms. Hep Prevent Fas For your protection, we strive to make every effort to prevent fas during your Hospita stay. This incudes pacing your ca button within reach, heping you get out of bed, and taking you for waks on the nursing unit. If you are at risk for faing, we wi take extra precautions. You wi receive additiona education on preventing fas that is important for you to foow. Your safety is our top priority. Many patient fas in hospitas occur when a patient attempts to wak to the bathroom without assistance. Do not attempt to wak to the bathroom aone. Pease ca staff for assistance. You aso can hep prevent fas by: caing a staff member for hep getting out of bed or a chair keeping your ca button cose to you et us know if you cannot reach it wearing Hospita-provided non-skid socks or shoes when you wak around making sure the brakes are ocked before getting in or out of a wheechair if you wear gasses, making sure you have them on before you get out of bed foowing the staff s instructions to prevent fas 20 NewYork-Presbyterian/Coumbia University Medica Center

22 DURING YOUR STAY For Your Safety and Security Preventing Infections Preventing infections is one of the most important goas of the Hospita. Whie not every infection is preventabe, many can be prevented by taking certain precautions. Practice Hand Hygiene One of the best ways to prevent infections is hand hygiene. Hand hygiene refers to ceaning hands with soap and water or with an acoho-based hand sanitizer. Acoho-based products are an easy way to perform hand hygiene. Throughout the Hospita, you wi see hand sanitizer dispensers and bottes in haways and patient rooms. Your heath care team wi cean their hands before and after providing care to prevent the spread of infection. They are required to use an acoho-based hand sanitizer or wash their hands with soap and water. If you re not sure that your heath care provider ceaned his or her hands, pease ask the provider to do so before examining you or performing a procedure. They wi be gad you reminded them. Foow Visitor Guideines We want you to hep prevent the spread of infection too. Ask your visitors to cean their hands with an acoho-based hand sanitizer before they come into your room. If your famiy members or friends have a cod, cough, fever, or rash, pease ask them not to visit unti they are better. NewYork-Presbyterian/Coumbia University Medica Center 21

23 DURING YOUR STAY For Your Safety and Security Know About Heath Care-Associated Infections and Precautions A hospitas strive to prevent heath care-associated infections. These infections incude: Surgica site infections, which can happen after surgery at the area on the body where surgery was performed. Centra ine-associated bood stream infections, which can occur in patients who have a centra ine catheter in their vein. These catheters are paced so that the patient can receive medications and bood transfusions. Catheter-associated urinary tract infections, which can occur in patients who have a urinary catheter. Urinary catheters are paced to measure urine output in patients who are undergoing surgery or are criticay i. Catheters shoud be removed as soon as possibe. Muti-drug resistant organism infection, which is a type of infection that may not be reated to a procedure. This type of infection, which can affect any part of the body, is caused by bacteria that are resistant to many antibiotics. Resistance means that the bacteria have become harder to treat. These infections can be passed from patient to patient if proper prevention practices are not foowed. They can aso occur as a resut of treatment with antibiotics. When you have a procedure, such as an operation, a cardiac catheterization, or a centra ine pacement, strict guideines are in pace to hep prevent infections. Sterie drapes are used to create barriers to prevent contamination of the body site being worked on. In addition to performing hand hygiene, the heath care team: wears sterie gowns, goves, caps, and masks uses sterie suppies and surgica instruments ceans the skin with an antiseptic where the procedure is to be done Before some operations, patients are given antibiotics to prevent infections. At times, patients wi be asked to shower or bathe with a specia soap prior to surgery. In some cases, to hep prevent heath care-associated infections, we pace patients on isoation precautions in a singe room. Patients who have been diagnosed with a muti-drug resistant organism infection may aso be paced on contact isoation. If you are on contact isoation, heath care team members may wear a mask, gown, or goves when coming to see you athough you may sti remain in a two-bedded room. Pease check with your nurse about precautions you shoud take. If you have questions about preventing heath care-associated infections, pease ask your doctor or nurse. 22 NewYork-Presbyterian/Coumbia University Medica Center

24 DURING YOUR STAY For Your Safety and Security Baoons/Fowers For the heath and safety of our patients, atex baoons are prohibited in the Hospita. Sik fowers are preferred over rea fowers, as rea fowers pose an aergy risk to some patients. Myar baoons and fowers (fresh cut, artificia, and dried arrangements) are prohibited in a intensive care units, recovery rooms, operating rooms, nurseries, the abor and deivery unit, and oncoogy and transpant units. Eectrica Appiances Eectrica appiances from home, such as hair dryers and other pug-in items, are not permitted on the units. Specia permission to use eectronics from home may be granted in rare instances and must be pre-approved by our Biomedica Engineering Department. If you have any questions, pease speak with your nurse. Staff ID Badges Every staff member and vounteer is required to wear a Hospita identification badge that incudes a photograph, name, and roe in the Hospita. Do not hesitate to ask empoyees or visitors to identify themseves. If you have any concerns about the identity of any person entering your room, contact a member of the nursing staff immediatey. Report any suspicious behavior immediatey to the Security Department. To be connected to NewYork-Presbyterian Security from an interna Hospita phone, dia 911 or (646) NYP-9111 from an externa phone or ce phone. NewYork-Presbyterian/Coumbia University Medica Center 23

25 DURING YOUR STAY For Your Safety and Security Security 911 from an interna Hospita phone; (646) NYP-9111 from an externa phone or ce phone The Security Department monitors the Hospita and its properties 24 hours a day, 7 days a week. Specia security measures in the maternity and pediatric areas provide further security for newborns and chidren during their stay in the Hospita. Pease note that anyone entering the Hospita wi be asked to show identification. Vauabes The Hospita is not responsibe for oss or damage to any persona property, incuding hearing aids, eyegasses, or dentures, kept in your room. Pease send your vauabes home with a friend or famiy member for safekeeping. If this is not possibe, contact the Patient Care Director on the unit or Security to have the vauabes ocked in a safe. Lost and Found 911 from an interna Hospita phone; (646) NYP-9111 from an externa phone or ce phone For Lost and Found, contact the Security Department. No Smoking Poicy NewYork-Presbyterian Hospita is a competey smoke-free environment indoors and outdoors. Smoking is prohibited in Hospita buidings, at entrances, on a outside grounds, and in gardens, courtyards, and parking faciities. For information on programs that can hep you stop smoking, ask your doctor or visit the Hospita s website at 24 NewYork-Presbyterian/Coumbia University Medica Center

26 DURING YOUR STAY Preparing to Go Home Preparing to Go Home Discharge Information Start thinking about pans for your discharge eary in your Hospita stay. A socia worker can hep you and your famiy arrange an appropriate discharge pan. Each patient has different needs, and every pan is carefuy made with those needs in mind. When your doctor tes you that you are ready to go home, your nurses wi discuss ongoing care with you. If any prescriptions are required, they wi be sent to a pharmacy for you or given to you before you go home. You wi aso receive a written discharge pan that describes the arrangements for any future care that your doctor may order after discharge and a ist of the medications that you wi need to take at home. You may not be discharged unti the services required in your written discharge pan are secured or determined by the Hospita to be reasonaby avaiabe. You aso have the right to appea your discharge pan. An enveope for your discharge information is provided in the pocket of this Guide so you wi be abe to easiy keep track of the materia. As you make arrangements to eave the Hospita, pease note that discharge time is before 10 am. NewYork-Presbyterian/Coumbia University Medica Center 25

27 DURING YOUR STAY Preparing to Go Home Your Checkist for Discharge Your care team wants to make sure you have everything in pace when you are ready to be discharged from the Hospita. The discharge enveope, which you received with this Guide, was provided for your discharge pans, medication prescriptions, and any other foow-up information you wi need when you eave the Hospita. My doctor s phone number is I have an updated ist of a my medications. I have a the equipment and suppies I need to go home. I have reviewed and understand a discharge instructions. I know who to ca to set up my foow-up appointments or I have a my foow-up appointments set up. I have the name and phone number of the person to ca if I have any questions during my first week home. I have transportation home from the Hospita. In addition, the foowing ist of questions wi hep you have a smooth transition home. Do I have cean, comfortabe cothes to wear? Do I have keys to my home? Is there food for me to eat at home? Is it the right food for my diet? Do I need someone to hep me at home? If needed, have these arrangements been made? Wi I need home care services after I eave? If needed, have these services been arranged? What ese shoud I ask my doctor, nurse, or therapist? 26 NewYork-Presbyterian/Coumbia University Medica Center

28 DURING YOUR STAY Preparing to Go Home Discharge Phone Ca After you are discharged, you may receive a discharge phone ca from the Hospita. The purpose of this ca is to see how you are feeing, inquire about your experience during your hospitaization, and to make your transition home as easy as possibe. Before you are discharged, pease te your nurse the most convenient teephone number and time for this ca. Patient Satisfaction Survey After your discharge, you may receive a Patient Satisfaction Survey either in the mai or via emai. The Survey wi ask about your stay in the Hospita. Pease take a moment to compete and return this Survey. This Survey is very important to us. Your participation wi hep us take steps to improve the Hospita experience for our patients and famiies. Cashier Monday through Friday, 8 am to 6 pm (212) The Cashier is ocated in the main Hospita on the first foor off the main entrance obby. Payment for Hospita charges and other services can be made by cash, persona check, traveer s checks, and most major credit cards. NewYork-Presbyterian/Coumbia University Medica Center 27

29 DURING YOUR STAY Preparing to Go Home Biing Your Hospita bi wi refect a of the Hospita services you received during your stay. Charges fa into two categories: a basic daiy rate, which incudes your room, meas, nursing care, and housekeeping charges for specia services or procedures, which incude the operating room, recovery room, and/or items your physician orders for you, such as X-rays or aboratory tests Physician Services It is aso important for you to know that the physician services you receive in the Hospita are not incuded in the Hospita s charges. Physicians bi for their services separatey and may or may not participate in the same heath pans as the Hospita. You shoud check with the physician arranging your Hospita services to determine which pans that physician participates in. You may aso receive bis from physicians who did not see you in person, but who provided professiona services reated to diagnosing and interpreting test resuts whie you were a patient. These incude pathoogists, radioogists, and other speciaists. NewYork-Presbyterian Hospita contracts with a number of physician groups, such as anesthesioogists, radioogists and pathoogists, to provide services at the Hospita. Contact information for the physician groups the Hospita has contracted with is avaiabe at You shoud contact these groups directy to find out which heath pans they participate in, or if you have questions about their bis, pease ca the number printed on the statement you receive from them. You shoud aso check with the physician arranging for your Hospita services to determine whether the services of any other physicians wi be required for your care. Your physician can provide you with the practice name, maiing address, and teephone number of any physicians whose services may be needed. Your physician wi aso be abe to te you whether the services of any physicians contracted by the Hospita are ikey to be needed, such as anesthesioogists, radioogists and pathoogists. Contact information for these physicians is avaiabe at You shoud contact these groups directy to find out which heath pans they participate in. Hospita Charges Hospitas are required by aw to make avaiabe information about their standard charges for the items and services they provide. To obtain information about the Hospita s charges visit us at Insurance (212) NewYork-Presbyterian Hospita is a participating provider in many heath pan networks. You can find a ist of the pans in which we participate at Some heath pans use smaer networks for certain products they offer so it is important to check whether we participate in the specific pan you are covered by. Our ist wi te you if we do not participate in a of a heath pan s products. 28 NewYork-Presbyterian/Coumbia University Medica Center

30 DURING YOUR STAY Preparing to Go Home A insured patients shoud famiiarize themseves with the terms of their insurance coverage, incuding commercia insurance carriers, HMOs, Medicare, and Medicaid. This wi hep you understand which Hospita services are covered and what your responsibiities are, if any. You shoud aso bring copies of your insurance cards. The Hospita is responsibe for submitting bis to your insurance company for Hospita Services and wi do everything it can to expedite your caim. You may receive a bi from the Hospita for any deductibe/copay/coinsurance or non-covered items, as indicated on the expanation of benefits received from your insurance company. If you have any questions regarding your insurance coverage, pease ca (212) or the teephone number indicated on your biing statement. Notice to Uninsured or Underinsured Patients (866) If you are uninsured, you wi be responsibe for payment of your Hospita bi uness you are eigibe for and receive coverage from other payment sources. NewYork-Presbyterian Hospita offers assistance to patients who do not have insurance or are underinsured to determine whether there may be other sources of payment, such as Medicaid, Workers Compensation, No-Faut, COBRA benefits, or Charity Care, avaiabe to cover Hospita services rendered here. Charity Care/Financia Aid Poicy... (866) NewYork-Presbyterian Hospita has a ong-standing poicy to assist patients who receive heath care services at our Hospita and are in need of financia aid, regardess of age, gender, race, nationa origin, socioeconomic or immigrant status, sexua orientation, or reigious affiiation. If you have a financia obigation to NewYork-Presbyterian and beieve you cannot afford to pay, the Hospita has a charity care/financia aid poicy that can assist quaified patients. Information regarding eigibiity for charity care/financia aid and the appication process is avaiabe from the Admitting Department or by caing to-free (866) NewYork-Presbyterian/Coumbia University Medica Center 29

31 DURING YOUR STAY Patient Rights and Responsibiities Patient Rights and Responsibiities Your Rights as a Hospita Patient You have certain rights and protections as a patient guaranteed by state and federa aws. These aws hep promote the quaity and safety of your hospita care. Pease review Your Rights as a Hospita Patient in New York State, which can be found in the pocket of this Guide, and the ist of rights beow. Share this materia with famiy and friends invoved in your care. If you have a question about your rights, or do not understand something, speak to your nurse, doctor, socia worker, or Patient Services Administration representative. As a patient in a hospita you have the right, consistent with aw, to: Understand and use these rights. If for any reason you do not understand or you need hep, the hospita must provide assistance, incuding an interpreter. Have a famiy member or representative of your choice and your own physician notified prompty of your admission to the hospita. Receive treatment without discrimination as to race, coor, reigion, sex, nationa origin, disabiity, sexua orientation, gender identity, source of payment, or age. Be free from a forms of abuse or harassment. Receive considerate and respectfu care in a cean and safe environment free of unnecessary restraints. Receive emergency care if you need it. Be informed of the name and position of the doctor who wi be in charge of your care in the hospita. Know the names, positions, and functions of any hospita staff invoved in your care, as we as the right to refuse their treatment, examination, or observation. A no smoking room. Receive compete information about your diagnosis, treatment, and prognosis. Receive a the information that you need to give informed consent for any proposed procedure or treatment, incuding the possibe risks and benefits of the proposed procedure or treatment. Receive a the information you need to give informed consent for an order not to resuscitate. You aso have the right to designate an individua to give this consent for you if you are too i to do so. If you woud ike additiona information, pease ask for a copy of the pamphet Deciding About Heath Care A Guide for Patients and Famiies. Refuse treatment and be tod what effect this may have on your heath. Refuse to take part in research. In deciding whether or not to participate, you have the right to a fu expanation. Privacy whie in the hospita and confidentiaity of a information and records regarding your care. Participate in the deveopment and impementation of your Pan of Care and a decisions about your treatment and discharge from the hospita. The hospita must provide you with a written discharge pan and written description of how you can appea your discharge. 30 NewYork-Presbyterian/Coumbia University Medica Center

32 DURING YOUR STAY Patient Rights and Responsibiities Review your medica record without charge. Obtain a copy of your medica record for which the hospita can charge a reasonabe fee, with the understanding that you cannot be denied a copy soey because you cannot afford to pay. Receive an itemized bi and expanation of a charges. Compain without fear of reprisas about the care and services you are receiving and to have the hospita respond to you and provide a prompt written response to any grievance, and to be provided by the hospita with the number of the New York State Department of Heath and/or The Joint Commission if you wish to odge your compaint with them. Authorize those famiy members and other aduts who wi be given priority to visit consistent with your abiity to receive visitors. Make known your wishes in regard to anatomica gifts. You may document your wishes in your Heath Care Proxy or on a donor card, avaiabe from the hospita. Your Responsibiities This Statement of Patient Responsibiities was designed to demonstrate that mutua respect and cooperation are basic to the deivery of quaity heath care. You are responsibe to: Provide, to the best of your knowedge, accurate and compete information about present compaints, past inesses, hospitaizations, medications, and other matters reating to your heath; and provide, upon admission, a copy of your Heath Care Proxy or other advance directives, if avaiabe. Notify your doctor or nurse if you have recenty been taking any of the foowing: vitamins, mineras, both prescription and non-prescription medications, and herba and nutritiona suppements. By etting them know what you are taking, they can take steps to avoid possibe probems with the medications and treatments you may be getting during your hospita stay. Let your nurse know if food is brought in for you from the outside. We need to see that the food is stored safey and won t interfere with your specia diet or treatment. Report any unexpected changes in your condition to the responsibe medica care provider. Report whether you ceary understand each proposed course of action in your care and what is expected of you. Foow the treatment pan recommended by the heath care team responsibe for your care. This group may incude doctors, nurses, and aied heath personne who are carrying out the coordinated pan of care, impementing your doctor s orders, and enforcing the appicabe hospita rues and reguations. Be responsibe for your actions if you refuse treatment or do not foow your medica care provider s instructions. Foow hospita rues and reguations affecting patient care and conduct. Be considerate of the rights of other patients and hospita personne, especiay with regard to minimizing noise, refraining from smoking, and assuring the appropriate conduct of your visitors. Be respectfu of the property of others. Assure that the financia obigations for your heath care are fufied as prompty as possibe. NewYork-Presbyterian/Coumbia University Medica Center 31