Temple University Hospital - Patient & Visitor Guide

WELCOME

TO TEMPLE UNIVERSITY HOSPITAL

WELCOME Welcome and thank you for choosing Temple University Hospital. On behalf of our entire staff, we wish you a speedy recovery.

We are committed to delivering consistently high-quality care to you in a safe and patient-friendly environment. It takes many professionals, in a variety of different jobs, working in harmony to meet this challenge. Please take a few moments to review the information provided in this handbook. It is designed to acquaint you with our hospital as well as answer many questions you may have about your stay.

We are pleased to have the opportunity to serve you.

S P E A K U P

PEAK UP IF YOU HAVE QUESTIONS OR CONCERNS. IF YOU DON’T UNDERSTAND, ASK AGAIN. AY ATTENTION TO THE CARE YOU RECEIVE. ALWAYS MAKE SURE YOU ARE GETTING THE RIGHT MEDICATIONS AND TREATMENTS.

DUCATE YOURSELF ABOUT YOUR ILLNESS. LEARN ABOUT MEDICAL TESTS AND TREATMENT PLANS. S K A TRUSTED FRIEND OR FAMILY MEMBER TO BE YOUR ADVOCATE. NOW WHAT MEDICINES YOU TAKE AND WHY YOU TAKE THEM. MEDICATION ERRORS ARE THE MOST COMMON HEALTHCARE MISTAKE.

SE A HEALTH CARE ORGANIZATION THAT HAS BEEN CAREFULLY CHECKED OUT TO BE SURE THEY ARE MAINTAINING SAFE PATIENT CARE STANDARDS AND PROVIDING QUALITY CARE.

ARTICIPATE IN ALL THE DECISIONS THAT INVOLVE YOUR HEALTHCARE. YOU ARE THE CENTER OF THE HEALTHCARE TEAM. Tips from the national Joint Commission SPEAK UP program

TABLE OF CONTENTS Admissions....................................................................................................................... 3 Your Stay with Us............................................................................................................. 9 Special Services............................................................................................................ 12 Your Health and Safety................................................................................................. 15 Your Visitors.................................................................................................................... 19 Preparing to Leave the Hospital................................................................................. 22 Patient Feedback: Tell Us How We’re Doing............................................................. 23 Patient Rights and Responsibilities........................................................................... 25 Your Responsibilities.................................................................................................... 31 Non-Discrimination Policy....................................................................................................32 Notes.........................................................................................................................................33 Important Phone Numbers...................................................................... Inside Back Cover Organ and Tissue Donation...................................................................... Inside Back Cover

LANGUAGE INTERPRETER SERVICE If you would prefer that your healthcare be provided in a language other than English, please ask your nurse to arrange for an interpreter for you.

AVAILABLE SERVICES INCLUDE: • Employees who are professional medical interpreters • Employees who have been credentialed to supplement the staff interpreters • Professional agency medical interpreters, including American Sign Language interpreters

• Special telephones that will connect you with a professional medical interpreter • Over-video interpreters, especially for American Sign Language • Translated written information

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ADMISSIONS WHEN YOU COME TO THE HOSPITAL, PLEASE BRING: • Personal items, such as sleepwear and toiletries • A list of medications you are taking • Insurance information • A copy of your advance directive, if you have one Do not bring valuables to the hospital. Send them home with family or friends.

If you have small valuables, you should deposit those in the hospital safe. Ask the Admissions staff or your nurse to assist with this. The hospital is not responsible for any valuables or possessions you keep with you.

ARRIVAL If you are an elective admission, the Admissions Department will be your first stop. The Admissions Department is located just inside the Rock Pavilion entrance on Broad Street. Please bring all necessary insurance and medical coverage information with you, including referral forms. Your admission may be delayed if this information is not provided.

If you have any questions, ask your physician or call the Admissions Department at 215-707-4051.

PREADMISSION TESTING These are tests you will need before being admitted to the hospital. Only your physician can order these tests, which may include a blood test, an electrocardiogram (EKG) and/or a chest X-ray. If you are having a surgical procedure, you will also talk with an anesthesiologist when you come in for your tests.

INSURANCE PRE-APPROVAL Most insurance plans require approval for hospitalization prior to admission.

We will contact your insurance company to make sure you are preapproved.

Your insurance company or your physician’s office will notify you if there are any problems. Please note preapproval does not guarantee payment. Your insurance company will decide whether to pay for the services recommended by your physician. Charges and fees not paid by insurance will be your responsibility.

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PARKING The Tioga Street Garage, open 24-hours-a-day, 7-days-a-week, is located on Tioga Street between Broad Street and Germantown Avenue. This garage offers valet parking.

Parking is not owned by Temple. The outside company will charge you an hourly fee.

OUTPATIENT PHARMACY

OUTPATIENT PHARMACY

ONTARIO PARKING GARAGE ONTARIO PARKING GARAGE

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DIRECTIONS TO TEMPLE UNIVERSITY HOSPITAL 3401 North Broad Street (Broad and Ontario Streets) Philadelphia, PA 19140 MAIN NUMBER: 215-707-2000 For step-by-step driving directions to the hospital from your specific address, please go to tuh.templehealth.org/content/directions.htm.

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From West Via PA Turnpike or Schuylkill Expressway: Take Turnpike to Exit 326 (Philadelphia/Valley Forge) then follow I-76 (Schuylkill Expressway) approximately 10 miles to Route 1 North (Roosevelt Boulevard).

Take Route 1 North 2 miles to Broad Street exit. Follow exit ramp 2 blocks to Broad Street and turn right (Route 611 South). Proceed ¾ mile to Health Sciences Center Campus. Turn left at Tioga Street to visitors’ parking garage.

From Northeast via PA Turnpike or Roosevelt Boulevard: From PA Turnpike take Exit 351. Follow Route 1 South (Roosevelt Boulevard) approximately 10 miles (stay in right hand lanes) to Broad Street exit. Follow exit ½ mile to Broad Street and turn left (Route 611 South). Continue for approximately ¾ mile to Health Sciences Center Campus. Turn left at Tioga Street to visitors’ parking garage.

From North via I-95: Take Route 95 South to Cottman Avenue exit (Route 73 West). At bottom of ramp, continue through the intersection and follow signs for Route 73 West; this puts you on Cottman Avenue (Route 73 West). Follow Cottman Avenue for 2 miles to Roosevelt Boulevard (Route 1 South). Turn left on Route 1 South and go approximately 5 miles (stay in right hand lanes) to Broad Street exit. Follow exit ½ mile to Broad Street and turn left (Route 611 South). Continue for approximately ¾ mile to Health Sciences Center Campus. Turn left at Tioga Street to visitors’ parking garage.

From South via I-95: Take Exit 22 (Route 676/Center City) and merge right onto Callowhill Street.

Stay in right hand lanes and follow Callowhill Street for 1 mile to Broad Street.

Turn right on Broad Street and go approximately 4 miles (32 blocks) to Health Sciences Center Campus. Turn right at Tioga Street to visitors’ parking garage.

From NJ Turnpike: Take NJ Turnpike to Exit 6; follow signs for PA Turnpike. Once on PA Turnpike, follow directions given “From Northeast.”

From Cherry Hill, NJ Area: Take Route 70 or Route 38 West to overpass for Route 30 West (Admiral Wilson Boulevard). Take Admiral Wilson Boulevard approximately 2 miles to Benjamin Franklin Bridge. Once over bridge, follow signs for Vine Street/Local Traffic. Stay in “local traffic” lanes approximately 1 mile (8 blocks) to Broad Street (14th Street).

Make a right onto Broad Street and go approximately 4 miles (33 blocks) to Health Sciences Center Campus. Turn right at Tioga Street to visitors’ parking garage.

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From NJ Shore Points: Take Atlantic City Expressway to Route 42 North. On Route 42 North, go approximately 10 miles to Route 676. Take route 676 approximately 3.5 miles to Benjamin Franklin Bridge. Once across bridge, follow directions “From Cherry Hill, NJ Area.”

PUBLIC TRANSPORTATION From City Hall: Take Broad Street subway local train to Allegheny Avenue. From Allegheny Avenue, walk 2 blocks north on Broad Street to the hospital. Or take the Cheltenham/Ogontz Route 16 bus north on Broad Street; it stops directly in front of the hospital. Get on the bus at Broad Street between Market and Chestnut Streets, or at Broad and Arch Streets.

Taxi A taxi costs approximately $15.00 from Center City.

ADVANCE DIRECTIVES When you are admitted to the hospital, you will be asked if you have an advance directive. This document, also known as a living will or durable power of attorney, communicates your wishes for treatment if you are unable to speak for yourself.

Talking about death and illness is never easy, but we urge you to talk about your wishes with your spouse, your family and your healthcare team while you are healthy. If you have an advance directive, bring a copy with you to the hospital.

If you wish to create one, ask your nurse for information.

If you are being seen as an outpatient, your advance directive will not apply.

BLOOD DONATION If you are having elective surgery, your physician may recommend that you donate your own blood prior to admission. Family and friends may also donate blood for your use. Call the American Red Cross for information at 1-800-733-2767.

VALUABLES Do not bring valuables to the hospital. Send them home with family or friends.

If you have small valuables, you should deposit those in the hospital safe.

Ask your nurse for assistance. The hospital is not responsible for any valuables or possessions kept with you.

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YOUR STAY WITH US GUEST RELATIONS Our Guest Relations Department is available to assist you and your family with amenities and services you might need to make your stay more comfortable.

Please call them at 215-707-5479 or 2-5479 from your room telephone.

Some services they can assist with are: • Hotel and restaurant reservations

• Wireless internet access

• Taxi service

• Notary services

• City maps and information

• Gourmet meals

• Business services (mailing, faxing, copying, scanning)

• Flower and gift delivery

MEALS Unless you are on a special diet, you can select your meals from a choice of menu items each day. Please talk to your nutrition host about any food allergies you may have. We will attempt to honor cultural, religious or ethnic food preferences.

Ask your nurse if you can have a snack between meals.

MAIL AND FLOWER DELIVERY Letters, packages and flowers addressed to you with your room number will be delivered to your room. The hospital’s address is 3401 North Broad Street, Philadelphia, PA 19140.

TELEVISION The television service is provided by an outside company and may be rented for a daily fee. To activate your television, dial 2-3838 on your hospital telephone and listen to the message. Televisions may be activated 24-hours-a-day. A television attendant will stop by daily to collect the rental fee from you. Be sure to ask about weekly discounts payable in advance.

The speaker for your television is located in the remote attached to your bedside.

Please keep the volume low. All televisions and radios must be turned off by 11:30 pm.

Personal televisions, radios, and any electrical devices that are plugged into the electric wall outlet are strictly prohibited for electrical safety reasons.

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TELEPHONE A telephone is at your bedside. Please notify family and friends of your telephone number so they may call you directly. Incoming calls to your room will not be connected between 10:00 pm and 8:00 am.

Please follow these instructions when you make a telephone call: Calls within the hospital: Dial 2 + last four digits of hospital extension Local calls: Dial 9 + 1 + 215 + telephone number Suburban calls: Dial 7 + 0 + area code + telephone number Long-distance calls: Dial 7 + 0 + area code + telephone number Note: Suburban toll calls and long-distance calls must be made collect or charged to your credit card or home telephone number.

INTERNET We offer free wireless internet access for hospital guests. Please call Guest Relations at 2-5479 from your room telephone to inquire about access.

ATM For your convenience, ATM cash machines are located in the basement of the Rock Pavilion just outside of the cafeteria and on the first floor of the Boyer Pavilion Lobby.

GIFT SHOP The Gift Shop is located in the Broad Street Lobby entrance to the hospital.

Please check their posted hours on the door.

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CELL PHONES Cell phones and communication devices may be used, but it is a violation of policy and federal confidentiality laws to use a cell phone, camera or any device to take pictures of patients or staff or record conversations. Remember that the Hospital is not responsible for lost or missing cell phones or other electronic devices.

ENVIRONMENTAL SERVICES (HOUSEKEEPING) Our goal is to keep your room clean and comfortable. Each day, staff will tidy up your room, remove any trash and clean your bathroom. For any spills or other housekeeping issues, please call the hotline from your room telephone by dialing 2-3110.

ETHICS COMMITTEE The Temple University Hospital Ethics Committee is available for consult when a patient or family member is struggling with a difficult decision or a situation feels uncomfortable. An ethics consultation can clarify ethical issues and facilitate a discussion in which every person can be heard without judgment.

An ethics consultation can help when: • Making end-of-life decisions • You want to know what is enough treatment and what is too much • You or a loved one feel your wishes are not being considered or you feel you are not being understood You may request an ethics consult by dialing 2-4545 from an internal hospital telephone and asking the page operator for the Ethics Committee member on call.

PATIENT PRIVACY Temple University Hospital is committed to protecting the privacy of your medical information. You have received our HIPAA Notice of Privacy Practices during our admissions process, which includes detailed information on your legal rights and our obligations regarding the disclosure of your health records.

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SPECIAL SERVICES LANGUAGE INTERPRETER SERVICE If you would prefer that your healthcare be provided in a language other than English, please ask your nurse to arrange for an interpreter for you.

Available services include: • Employees who are professional medical interpreters • Employees who have been credentialed to supplement the staff interpreters • Professional agency medical interpreters, including American Sign Language interpreters

• Special telephones that will connect you with a professional medical interpreter • Over-video interpreters, especially for American Sign Language • Translated written information

HEARING OR SENSORY-IMPAIRED SERVICE As a hearing or sensory-impaired patient, you will be asked to choose the communication option most effective for your needs. We will make every effort to accommodate your request. If the request cannot be fulfilled in a timely manner, you will be asked to choose another option while efforts continue to secure the requested service.

Available services include: • Credentialed American Sign Language interpreters

• Telecommunication Device for the Deaf (TDD) teletypewriters

• Over-video American Sign Language interpreters

• Special nurse call buttons • Closed caption televisions

PAIN CONSULTATION Every patient is concerned about pain and how to control it. Your healthcare team will talk to you regularly about whether you are in pain and provide information on pain relief options.

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PALLIATIVE CARE Palliative care is a medical specialty that focuses on the relief of the pain, as well as symptoms and stress associated with serious illnesses. Ask your physician or nurse to contact them.

PASTORAL CARE Volunteer clergy of various denominations are available by dialing 2-8934 from your room telephone. You are also welcome to invite a clergy person from your church or congregation.

SOCIAL SERVICES Our social workers help patients and their families cope with the stresses of illness and hospitalization. They can help you with arranging post hospitalization care and locating community resources and financial assistance.

PATIENT RELATIONS Your health, comfort and safety are our top priorities. If you have any questions or concerns about your care, or have a complaint that has not been handled to your satisfaction, please feel free to call on our Patient Representatives.

Call 215-707-3320 or dial 2-CARE from your room telephone TDD call 215-707-4059 Open Monday-Friday 8:00 am to 5:00 pm Temple University Hospital is committed to providing the highest level of patient care services. All employees, physicians, and patients/families have the right, without affecting your medical care, to voice their concerns or complaints. We hope that you would contact Patient Relations first. You may also contact The Joint Commission at 1-800-994-6610 or at complaint@jointcommission.org; or, you may contact the PA Department of Health at 1-800-254-5164.

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YOUR HEALTH AND SAFETY We are committed to making the hospital a safe and healing environment.

We ask that you and your visitors help us observe the following health and safety guidelines.

IDENTIFY YOURSELF Please wear your identification bracelet at all times during your hospital stay.

Expect it to be checked frequently, especially before you are given blood or medicines, or have any procedures performed.

NO SMOKING Smoking is not permitted anywhere in the hospital or immediately outside of the buildings. Patients are not allowed to leave the hospital to smoke.

If you are a smoker and wish to quit, speak with your nurse or physician about available options.

PLEASE LEAVE ELECTRONIC EQUIPMENT AT HOME To help ensure the safety of all patients, families and staff, it is important that only hospital-inspected/approved electrical equipment be used within the hospital.

We ask that you please do not bring any personal electrical equipment with you.

Also, the hospital is not responsible for any of your possessions.

PARTICIPATING IN YOUR CARE The questions you and your family have are important and should be shared with members of your healthcare team. We encourage you and your family to discuss your treatment plan with your physician, nurses, and other caregivers and make sure you understand and agree with it. We hope you will ask questions about treatment options and risks, medications, the identity of any hospital staff member, or anything else you are concerned about.

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PLEASE DO NOT HESITATE TO: • Ask for things to be repeated if you do not understand.

• Ask for interpretation services.

• Write down your questions so that you will have them ready when you see your physician.

• Ask for a second opinion.

• Ask a family member or trusted friend to help you ask questions, remember information when you are not feeling well, and help you make informed choices about your care.

• Bring any problems or concerns to the immediate attention of your caregivers.

If the matter is not resolved to your satisfaction, ask to speak to a nurse manager or patient relations representative.

PREVENTING FALLS The most common causes of falls are waking up during the night and forgetting where you are; being weak due to illness; taking medications that make you feel sleepy; and urgent needs to use the bathroom. Consider these tips to prevent a fall: • Use the nurse call bell to ask for help • Do not lower bed rails by yourself—always have a healthcare provider do it • Do not turn off bed or chair alarms • Sit up slowly before getting out of bed • Make sure you have enough light before getting out of bed • Wear non-slip footwear • Be careful when reaching for objects • Watch a video on your TV about how to avoid falls—ask your nurse to put it on for you

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PREVENTING THE SPREAD OF GERMS • At times, healthcare workers wear gloves, gowns and masks. These items protect you as well as the caregiver.

• Hand washing is the best way to prevent the spread of germs. Wash your hands with soap and water for 15 seconds, or use the available alcohol waterless gel product in your room. Remind staff members to wash their hands.

• Ask your friends and family not to visit if they are ill. Ask them to use public restrooms rather than yours. Encourage them to wash their hands before entering and leaving your room, or use the alcohol waterless gel product in your room.

• Watch a video on your TV about infection control—ask your nurse to put it on for you.

MEDICINE SAFETY • Tell your nurses and physicians about all of the medicines you are taking, including prescriptions, over-the-counter medicines, vitamins and herbal products, and about any allergies you have had to medicines in the past.

Do not bring medications with you to the hospital.

• Look at all medicines before you take them. If you do not recognize a medicine, let your nurse know.

• Pay attention to the time of day you usually receive your medicine and tell your physician or nurse if you do not receive it.

• Ask your physician, nurse or pharmacist about new medicines: what they are, what they do, when they are given, if there are any special instructions for taking them, and what side effects should be expected or reported.

FIRE SAFETY We conduct regular fire drills for our staff members. If you hear a fire alarm, remain calm and stay in your room. We will care for your needs during this time.

SECURITY Uniformed security officers are on hand to protect and serve you around the clock.

If at any time you feel concerned about your personal safety, please report your concern to your nurse or any hospital staff member.

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YOUR VISITORS VISITOR GUIDELINES You have the right to have visitors with equal visitation privileges regardless of race, color, national origin, religion, sex, gender identity, sexual orientation or disability.

A visitor’s badge is necessary for everyone to access the hospital and is available at any of our Information Desks. Visitor badges are color coded to designate the particular area of the hospital you are visiting. For patient and employee safety, visitors who do not have a visitor pass may be respectfully questioned by hospital staff.

• Visitors who arrive before visiting hours may be asked to wait in the hospital lobby.

• Patients are permitted a maximum of two visitors at a time.

• Children under age 12 may not visit.

• Visitors are requested to return the visitor passes to the Information Desk upon leaving.

GENERAL VISITING HOURS: Medical/Surgical Units:

9:00 am to 9:00 pm daily

Intensive Care Units:

24-Hour Visitation – Only two (2) visitors permitted at a time.

Dialysis Unit:

11:00 pm to 6:30 pm daily

INTENSIVE CARE AND SURGICAL WAITING AREAS Visitors to the Intensive Care Units must have a visitor’s badge and use the telephones outside the units to call in prior to entering. Two members of the immediate family of patients who are critically ill or undergoing surgery may wait in these areas. All other family and friends may wait in the hospital’s Main Lobby in the Rock Pavilion, Broad Street entrance.

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DELIVERY ROOM WAITING AREA Two persons, to include the father/significant other, with a TUH-issued ID bracelet may await the birth of the child in this waiting area. Other family members and friends may wait in the hospital’s Main Lobby.

DELIVERY ROOM Only those with a TUH-issued ID bracelet are permitted in the delivery room and only two visitors are permitted.

INFANT INTENSIVE CARE UNIT Parents, Grandparents or Significant Others

8:00 am – 10:00 pm daily

Sibling/child visitation is not permitted in Labor & Delivery, Well Baby Nursery or the Infant Intensive Care Unit.

MATERNITY UNIT Fathers or Significant Others

9:00 am – 9:00 pm daily

General Visitors, Grandparents and Siblings

9:00 am – 9:00 pm daily

Brothers and sisters of newborns are permitted to visit if accompanied by an adult.

LABOR & DELIVERY No visitation is permitted.

Visitation to any patient may be restricted or denied at the discretion of the nurse manager, physician or Security in the best interest of the patient. Hospital staff may deny visiting privileges to those persons who behave in a manner deemed to be disruptive to patient care or the safety of the patient.

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LODGING If you, your family, or visitors are traveling to Philadelphia from a distance, there are a number of hotels in the surrounding area. The Guest Relations desk in the Broad Street Lobby can provide a list. They can also provide information on local attractions and restaurants, as well as transportation options within the city.

Call Guest Relations at 215-707-5479 or 2-5479 from your room telephone.

FOOD SERVICE/CAFETERIA The hospital cafeteria, located on the lower level of Rock Pavilion (Zone B), offers a variety of foods. Check the menu posted outside the entrance.

Breakfast .................................................................................................. 6:30 am – 10:00 am Lunch ........................................................................................................ 11:00 am – 2:00 pm Dinner ..........................................................................................................4:30 pm – 7:00 pm

VENDING MACHINES Snack vending machines are located just off the main dining room of the Cafeteria in the lower level, and just off the elevators of some patient floors.

BOYER CAFÉ The Tribeca Café, owned and operated by an outside company, is located in the lobby of the Boyer Pavilion, and is open Monday through Friday from 7:00 am to 6:00 pm.

EARTH COFFEE Earth Coffee, owned and operated by an outside company, is located in the Tioga Street Lobby.

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PREPARING TO LEAVE THE HOSPITAL Your healthcare team will carefully plan a safe discharge for you. We will work with you and your family to make sure you understand the medications and healthcare services that you will require after leaving the hospital. Our social workers and case managers can help make arrangements for in-home care and equipment or supplies, if needed. Your physician will write prescriptions for any medications you may need. These can be filled at Temple’s Outpatient Pharmacy or at your local pharmacy.

Your nurse will provide you with discharge instructions and patient education materials that are specific to your health needs. If you don’t understand any of the instructions, ask for them to be explained to you again.

Be prepared to be discharged in the late morning. Please arrange ahead of time for a family member or friend to pick you up.

A NOTE TO MEDICARE/MEDICAID PATIENTS If you think you are being discharged too soon, you can talk to the hospital staff and your physician about your concerns. You also have the right to an appeal.

If you want to appeal, you must contact the Quality Improvement Organization (QIO) before you leave the hospital by calling 1-800-322-1914.

PARATRANSIT LOUNGE If you need to wait for your ride home, instruct them to pick you up at the Paratransit Lounge at the Tioga Street entrance.

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UNDERSTANDING YOUR BILL When you are admitted, you will sign papers accepting financial responsibility for hospitalization and authorizing us to bill your insurance company. It is important to provide complete and accurate insurance and demographic information to avoid problems.

As a courtesy, we will file your insurance claims for you. However, final resolution of the claim is your responsibility. You are also responsible for any claims not paid on time by your insurance plan.

You will be billed separately for all services performed by the hospital and physicians who were involved in your care.

You may be asked to pay a deposit at the time of your admission. You can pay the deposit with cash, personal check or credit card.

If you will have difficulty paying any portion of your hospital bill, please speak with a patient account representative by calling 2-7608 from your room telephone.

Temple University Hospital has policies on how to handle these issues.

You will need to contact your physician’s office directly to discuss billing issues or inability to pay.

You can pay any bills at the Cashier’s Office which is located on the first floor of the Rock Pavilion (Zone A). It is open seven days a week from 8:00 am – 5:00 pm.

Due to federal laws and contractual arrangements, the hospital is not permitted to waive charges, deductibles or copayments, as this is considered discriminatory.

PATIENT FEEDBACK: TELL US HOW WE’RE DOING Temple University Hospital’s mission is to provide safe, high quality healthcare to all of our patients. Your feedback is important to us. To measure our success, we may send you a patient satisfaction survey after you leave the hospital. Please fill this out and send it back.

It is important that you notify us of any service issues during your stay by calling the Patient Relations Office at 2-CARE (2-2273) from your room telephone to discuss your concerns.

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PATIENT RIGHTS AND RESPONSIBILITIES As a patient of Temple University Hospital, or as a family member or guardian of a patient at this hospital, we want you to know the rights you have under federal and Pennsylvania state law. We are committed to honoring your rights, and want you to know that by taking an active role in your health care, you can help your caregivers meet your needs as a patient or family member. You and your family also have certain responsibilities to help us provide the best possible care.

YOUR RIGHTS Temple University Hospital provides medical treatment without regard to gender, race, color, religion, sexual preference, income, education, nationality, ancestry, or who will pay your bill. As our patient, you have the right to safe, considerate, respectful, and dignified care at all times. You will receive services and treatment that are medically suggested and within the hospital’s capacity, its stated mission, and applicable law and regulation.

Communication You have the right to: • Visitors with equal visitation privileges, regardless of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability.

• Have a person that you choose, or your personal doctor notified when you are admitted to the hospital.

• An interpreter, free of charge, if you are not fluent in English or are hearing impaired.

• Have another authorized person, if necessary, act on your behalf and who would assert and protect your patient rights.

• To limit who knows about your being in the hospital and to decide if you want visitors or not while you are here. You also have the right to change your decisions while you are here. The hospital may need to limit or not allow visitors because of your condition or because the presence of a visit or might put in danger the health or safety of another patient or hospital staff or disrupt hospital operations.

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Informed Decisions You have the right to: Receive information about your current health, treatment, outcomes, recovery, ongoing healthcare requirements, and future health status in terms that you understand.

• Be informed about proposed treatment options including the risks and benefits, other treatment options, what could happen without treatment, and the outcome(s) of any medical care provided including any unanticipated bad outcomes. You must sign your name before the start of any procedure and/or treatment. This “informed consent” is not required in the case of an emergency.

• Be involved in all aspects of your care and to take part in decisions about your care. This includes your right to be informed of your current health status, diagnosis, and future expectations of your condition.

• Request treatment; however, this right does not mean you can demand treatment or services that are not medically necessary or not appropriate.

• Refuse any treatment, drug or procedure against the medical advice of a doctor.

• Expect the hospital to get your authorization before taking photos, recording, or filming if the purpose is for something other than patient identification, diagnosis, or treatment.

• Decide to take part or not take part in research or clinical trials for your condition that may be suggested by your physician. Your participation in such treatment is voluntary and written consent must be obtained from you or your legal representative before you participate. A decision to not take part in research or clinical trials will not affect your right to receive care.

Advance Directives You have the right to: • Create advance directives, which are legal papers that allow you to decide now what you want to happen if you are no longer healthy enough to make such decisions. You have the right to have hospital staff comply with these directives.

• Ask about and discuss the ethics of your care, including resolving any conflicts that might arise including, but not limited to, deciding against, withholding, or withdrawing life-sustaining treatment.

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Care Planning You have the right to: • Receive emergency care without delay.

• Participate in the care that you receive in the hospital.

• Receive instructions on important follow-up care and to participate in decisions about your plan of care after you are out of the hospital.

• Receive a prompt and safe transfer to the care of others when this hospital is unable to provide treatment or service. You have the right to know why a transfer might be necessary as well as other options for care that exist.

The hospital cannot transfer you to the other hospital unless that hospital has agreed to accept you.

Care Delivery You have the right to: • Receive care in a safe setting free from any form of abuse, harassment, and neglect.

• Receive considerate, respectful, safe, quality care delivered by competent personnel.

• Know the names of doctors and nurses providing care to you and the names and roles of other healthcare workers and professionals that are caring for you.

• Receive proper evaluation and management of pain, including the right to request or reject any or all options to relieve pain.

• Receive treatment free from restraints or seclusion unless clinically necessary to provide medical, surgical or behavioral health care.

• Receive quality care along with high professional standards that are continually maintained and reviewed.

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Privacy and Confidentiality You have the right to: • Personal and informational privacy as required by law.

• Be interviewed, examined, and to discuss your care in places designed to reasonably assure that no one else can hear or see you.

• Be advised why certain persons are present and to ask visitors or others to leave during sensitive discussions or procedures.

• Expect all communications and records related to care, including who is paying for your treatment, to be treated as confidential.

• Receive written notice that explains how your personal health information will be used and shared with other healthcare professionals involved in your care.

• Review and request copies of your medical record.

Hospital Bills You have the right to: • Review, obtain, request, and receive a detailed explanation of your hospital charges and bills.

• Receive full information and counseling on ways to help pay for the hospital care that you received.

Please feel free to ask questions about any of these rights that you do not understand. If you have questions about these rights, please discuss them with your doctor or nurse or the Patient Relations Department at 215-707-3320.

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Complaints, Concerns, and Questions You have the right to: • Tell hospital personnel about your concerns, complaints, or dissatisfaction regarding your care without any chance of not receiving care in the future.

• Expect a response to your complaint from the hospital. Complaints may be in writing or made face-to-face. The hospital has an obligation to respond to these complaints. To register your concerns with the hospital, please contact: Patient Relations Department Temple University Hospital 3401 North Broad Street Philadelphia, PA 19140 215-707-3320 • The Pennsylvania Department of Health is also available to assist you with any question or concerns and can be reached by calling or writing: Acute and Ambulatory Care Services Pennsylvania Department of Health PO Box 90 Harrisburg PA 17108-0090 800-254-5164 You may also contact The Joint Commission at: The Joint Commission Office of Quality Monitoring One Renaissance Boulevard Oakbrook Terrace, IL 60181 800-994-6610 You may also contact the Office for Civil Rights at: U. S. Department of Health & Human Services 150 S. Independence Mall West, Suite 372 Philadelphia, PA 19106 215-861-4441 • You can call your insurance company. Medicare patients should contact Quality Insights of Pennsylvania at 1-800-322-1914.

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YOUR RESPONSIBILITIES Respect and Consideration As a patient, family member, or guardian, we ask that you: • Comply with hospital rules and policies during your hospital stay.

• Recognize and respect the rights of other patients, families, and staff.

Threats, violence, or harassment of other patients and hospital staff will not be tolerated.

• Comply with the hospital’s no smoking policy.

• Refrain from conducting any illegal activity on hospital property. If such activity occurs, the hospital may need to report it to the police.

Provide Information As a patient, family member, or guardian, we ask that you: • Provide accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to your health.

• Report perceived risks and unexpected changes in your condition to the healthcare professionals taking care of you.

• Provide a copy of your Advance Directive, Living Will, Durable Power of Attorney for health care, and any organ/tissue donation authorizations to the healthcare professionals taking care of you.

Safety As a patient you are encouraged to promote your own safety by becoming an active, involved, and informed member of your healthcare team. We ask you to: • Ask questions if you are concerned about your health or safety.

• Make sure your doctor knows the site/side of the body that will be operated on before a procedure.

• Remind staff to check your identification before medications are given, blood/ blood products are administered, blood samples are taken, or before any procedure that penetrates your body.

• Remind caregivers to wash their hands before taking care of you.

• Be informed about which medications you are taking and why you are taking them.

• Look for the identification badge worn by all hospital staff.

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Refusing Treatment • As a patient, you are responsible for your actions if you refuse treatment or do not follow treatment instructions.

Charges • As a patient, you are responsible for paying for the health care that you received as promptly as possible.

Compliance • You are expected to follow the treatment plans suggested by healthcare professionals caring for you while in the hospital and to work with them in developing that plan so you can comply with it during your hospital stay and when you return home.

NON-DISCRIMINATION POLICY Temple University Health System hospitals do not discriminate on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, marital status, veteran status or financial status. This policy extends to all services, programs and employment.

NOTES

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IMPORTANT PHONE NUMBERS When calling a number inside the hospital, dial a “2” and then the four-digit extension. When dialing a number outside the hospital, dial “9” then dial “1”, listen for the dial tone, then continue with the telephone number.

Admissions............................................................................................................. 2-4051 Cashier.....................................................................................................................2-3113 Chaplain..................................................................................................................2-8934 Discharge Planning/Social Work.........................................................................2-3366 Environmental Services (Housekeeping).............................................................2-3110 Gift Shop.................................................................................................................. 2-7275 Hospital Bill Questions...............................................................................215-707-3711 Insurance Questions/Financial Counselor.......................................................... 2-7608 Interpretation Services.................................................................... Ask your caregiver Meal Service........................................................................................................... 2-3824 Medical Records..................................................................................................... 2-3755 Nursing Services................................................................................. 2-3543 or 2-3557 Operator.................................................................................................................. 2-2000 Patient Relations.................................................................................................... 2-2273 Pharmacy................................................................................................................ 2-3569 Physician Bill Questions....................................................... Telephone Number on Bill Security................................................................................................................... 1-1234 Television Services................................................................................................2-3838 Telecommunication Device for the Deaf (TDD).............................. Ask your caregiver Volunteer Services................................................................................................ 2-3870

ORGAN AND TISSUE DONATION CALL THE GIFT OF LIFE DONOR PROGRAM AT 1-800-DONORS-1

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TEMPLE UNIVERSITY HOSPITAL 3401 N. Broad Street Philadelphia, PA 19140 800-Temple-Med tuh.templehealth.org

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Temple Health refers to the health, education and research activities carried out by the affiliates of Temple University Health System (TUHS) and by Temple University School of Medicine.

TUHS neither provides nor controls the provision of health care. All health care is provided by its member organizations or independent health care providers affiliated with TUHS member organizations. Each TUHS member organization is owned and operated pursuant to its governing documents.