WELCOME MEMORIAL SLOAN KETTERING CANCER CENTER CANCER KETTERING SLOAN MEMORIAL GUIDE PATIENT
GENERAL INFORMATION 212.639.2000
PHYSICIAN REFERRAL SERVICE 800.525.2225
VISIT US ONLINE www.mskcc.org facebook.com/sloankettering twitter.com/sloan_kettering PATIENT GUIDE youtube.com/mskcc SECTION 1 P2 SECTION 5 P50 HOW TO GET PROGRAMS INFORMATION AND SUPPORT SERVICES Language and Hearing Assistance Psychological and Social Support PRODUCED BY Pain and Palliative Care The Department of Communications Rehabilitation Memorial Sloan Kettering Cancer Center SECTION 2 P8 Health and Well-Being 1275 York Avenue Spiritual and Religious Care New York, NY 10065 OUR TREATMENT Blood Donations LOCATIONS AND T 212.639.3573 Pharmacy Services F 212.639.3576 TRANSPORTATION Survivorship SERVICES
New York City Treatment Locations Avice A. Meehan Outpatient Treatment Centers SECTION 6 P64 Senior Vice President and Outside New York City Chief Communications Officer BILLING AND INSURANCE SECTION 3 P16 REQUIREMENTS WRITER Jennifer Castoro OUTPATIENT CREATIVE DIRECTOR Randi Press TREATMENT SECTION 7 P68 Before Your Appointment PHOTOGRAPHY Rick DeWitt During Your Appointment YOUR RIGHTS AND RESPONSIBILITIES Ethan Kavet After Your Appointment Karsten Moran Michael Prince Matthew Septimus SECTION 4 P24 P78 DESIGN Ideas On Purpose, NY INPATIENT GLOSSARY OF www.ideasonpurpose.com TREATMENT PEOPLE INVOLVED PRINTING IN YOUR CARE Allied Printing Services Preparing For Your Stay Your Admission Your Daily Hospital Routine Your Safety Staying Close to Relatives and Friends For Your Convenience Patient Activities © Copyright 2016 Getting Ready to Go Home Memorial Sloan Kettering Cancer Center WELCOME TO MEMORIAL SLOAN KETTERING CANCER CENTER
We’re thankful that you’ve chosen to come to us for your care. Now that you’re part of our MSK family, we’re committed to supporting you in every way we can for as long as you need us.
We are the world’s oldest and largest healthcare team. Every member of private institution devoted to cancer our staff is here to help you. prevention, treatment, research, and In the following pages, you’ll find education. Our history and reputation; information about care for outpatients compassionate, expert staff; and and inpatients. You’ll also find a innovative treatments are all points rundown of all the services we offer to of pride. But even more important to help you throughout your time with us, us is our single-minded focus on our a list of your rights and responsibilities patients and their caregivers, loved as a patient, and everything else you ones, friends, and all who support them. need to know to make you feel as We understand how difficult and comfortable as possible. disruptive a cancer diagnosis and We encourage you to tell us if there’s treatment can be. We’ve designed this anything we can do to improve your guide to give you all the information care. Our goal is to give you — and we think you’ll need about being a all our patients — both the highest patient at MSK. If by chance we’ve quality care and the personal missed one of your questions, you attention you deserve. can always ask a member of your
Under provisions of the Health Insurance Portability and Accountability Act (HIPAA) of 1996, healthcare providers are required to safeguard the privacy of patients and their protected health information. MSK is committed to being in compliance with these privacy regulations. 2
SECTION 1 HOW TO GET INFORMATION
Having the information you need can make you feel less anxious and more empowered about your care and also help you feel comfortable making decisions. We understand that all our patients are different as to how much information they want to receive. You can help us by telling your healthcare team what you would like to know more about.
You may ask your nurse or other members of your team for our patient education materials, which are meant to give you, your family, friends, and others information on important aspects of your care. They cover things like treatments you might receive, taking care of yourself during your treatment, and managing any side effects. 3 HOW TO GET INFORMATION 4 MEMORIAL SLOAN KETTERING CANCER CENTER
ASK YOUR DOCTOR In general, we recommend that you Your Memorial Sloan Kettering choose one person besides yourself — physicians are the best sources a family member, friend, or another of information about your health. caregiver — to be in touch with your We recommend preparing a list doctor. That person can coordinate of your questions and concerns and sharing news of your health with taking it to appointments with your other relatives and friends. doctor. It may also help you to bring You’ll be hearing information someone with you to those meetings. that is new and can be difficult to A second set of ears can be useful understand, especially at a time when you receive important or when you may be worried and may possibly confusing information. not be feeling well. We expect you To make it easier to follow and to have many questions, and we keep track of the details of your encourage you to ask them so we care, we suggest taking notes on can give you the best care possible. the conversations you have with your doctor so that you can refer to them later. You can also try repeating out loud what your doctor or nurse says to you to be sure you understand. 5 HOW TO GET INFORMATION
PATIENT GUIDE PATIENT check, confirm, and keep track track keep and check, confirm, to our patient messages send department billing of your at MSKappointments There’s also a mobile version of of also a mobile version There’s you can download that MyMSK and use on your smartphone or tablet. and use on your smartphone to learn can go to my.mskcc.org You more and sign up. OUR WEBSITE VISIT , has website, MSKCC.org MSK’s as well as facts about specific cancers, information on our programs and the services and treatments we offer our about can find details You patients. clinical trials (also referred to as on our website as research studies) patients help well. In these trials, new approaches to the diagnosis, test of cancer. treatment, or prevention an by They are reviewed and approved scientists, internal panel of doctors, called an Institutional and others Review Board.
to answer any questions questions any pm to answer send messages right to your send messages right to your office doctor’s view your medical information, view your medical information, results and including lab test radiology reports and treatment, as well as how to care to care well as how and treatment, as your treatment is for yourself when as an inpatient, treated If you’re over. nurse case managers — nurses who arrange after you your plan of care the hospital — are sent home from will also be an ongoing of source and information during your stay Outpatient home. after you return phone by nurses are also available am toduring the week from 9:00 5:00 ASK YOUR NURSE YOUR ASK are also excellent nurses Your and resources for information role is to of a nurse’s support. Part your illness help you learn about JOIN OUR ONLINE PATIENT PORTAL Our online patient portal, MyMSK, or help with any problems you have problems you have or help with any nurse Your at home. while you’re phone number you the best will give to reach him or her. is a private, personalized website you to access information that allows are a Here about your care anytime. few things you can do on MyMSK: 6 MEMORIAL SLOAN KETTERING CANCER CENTER
LANGUAGE AND HEARING ASSISTANCE
LANGUAGE ASSISTANCE SERVICES FOR HEARING- PROGRAM IMPAIRED PATIENTS Our patients and their families come Sign-language interpreters can from diverse backgrounds and speak assist in communicating with a variety of languages. If you need hospital staff. To schedule this help communicating with our staff, service, please ask a member of we can arrange for an interpreter. your healthcare team to contact the Our interpreters: Language Assistance Program. To arrange to have a telephone in your translate any language, including hospital room that amplifies voices, sign languages a telecommunications device for the are available 24 hours a day deaf (TDD/TTY), closed captioning on your television, or any other can assist you in person, by video, requirements, please call a Patient or by telephone Representative at 212-639-7202 can also translate important or let your nurse know. forms, brochures, and other written materials You can tell us about your need for language assistance at any time throughout the course of your care, starting from when you register as a patient. We also note your language preference in your electronic medical record. To arrange interpretation services, ask a member of your healthcare team to contact the Language Assistance Program. 7 HOW TO GET INFORMATION PATIENT GUIDE PATIENT 8
SECTION 2 OUR TREATMENT LOCATIONS AND TRANSPORTATION SERVICES
New York City Locations Most of Memorial Sloan Kettering’s Manhattan facilities are on the Upper East Side, including Memorial Hospital, which is located at 1275 York Avenue between 67th and 68th Streets. Street parking in this area is extremely limited, so public transportation is a good option. If you drive to the hospital, we recommend that you park in MSK’s garage on 66th Street between First and York Avenues or in one of the commercial garages nearby.
For detailed information on parking near our Manhattan locations, visit our website at www.mskcc.org/parking. 9 OUR TREATMENT LOCATIONS AND TRANSPORTATION SERVICES 10 MEMORIAL SLOAN KETTERING CANCER CENTER
INPATIENT HOSPITAL 8 Evelyn H. Lauder Breast Center and MSK Imaging Center 1 Memorial Hospital 300 East 66th Street 1275 York Avenue (between First and Second Aves) (between 67th and 68th Streets) New York, NY 10065 New York, NY 10065 646-888-5200 212-639-2000 9 Josie Robertson Surgery Center OUTPATIENT FACILITIES 1133 York Avenue (between East 61st and East 2 55th Street Imaging Center 62nd Streets) 301 East 55th Street New York, NY 10065 (between First and Second Aves) 646-888-7100 New York, NY 10022 646-888-0450 10 MSK Counseling Center 641 Lexington Avenue, 7th floor 3 60th Street Outpatient Center (entrance on 54th Street between 16 East 60th Street Third and Lexington Aves) (between Madison and Fifth Aves) New York, NY 10022 New York, NY 10022 646-888-0100 646-888-6001 11 Rockefeller Outpatient Pavilion 4 64th Street Outpatient Center 160 East 53rd Street 205 East 64th Street (between Lexington and Third Aves) (between Second and Third Aves) New York, NY 10022 New York, NY 10065 212-610-0100 646-449-1000 12 Sidney Kimmel Center for 5 Bendheim Integrative Prostate and Urologic Cancers Medicine Center 353 East 68th Street 1429 First Avenue (at 74th Street) (between First and Second Aves) New York, NY 10021 New York, NY 10065 646-888-0800 646-422-4300
6 Breast Examination 13 Sillerman Center for Center of Harlem Rehabilitation 163 West 125th Street, 4th Floor 515 Madison Avenue, 4th floor (between Adam Clayton Powell Jr (entrance on 53rd Street Blvd and Malcolm X Blvd) between Park and Madison Aves) New York, NY 10027 New York, NY 10022 212-531-8000 646-888-1900
7 Brooklyn Infusion Center 557 Atlantic Avenue (between Third and Fourth Aves) Brooklyn, NY 11217 718-752-6200 11 OUR TREATMENT LOCATIONS AND TRANSPORTATION SERVICES Parking Garage Parking PATIENT GUIDE PATIENT NEW CITY YORK TREATMENT LOCATIONS 12 MEMORIAL SLOAN KETTERING CANCER CENTER
SHUTTLE SERVICE MSK provides round-trip shuttle bus service from our Upper East Side location to several of our treatment locations throughout Manhattan. To request separate shuttle service from what’s listed below, speak with someone at the security desk or the concierge inside the entrance of the facility you’re visiting.
Upper East Side: Shuttles leave Rockefeller Outpatient Pavilion: from in front of the Enid A. Haupt Shuttles leave from 160 East 53rd Pavilion at 425 East 67th Street Street and travel between the between First and York Avenues main hospital, the Bristol parking and travel to: garage, and the 55th Street Imaging Center. Rockefeller Outpatient Pavilion 60th Street Outpatient Center Evelyn H. Lauder Breast Center and MSK Imaging Center (BAIC), 64th Street Outpatient Center 60th Street Outpatient Center, and 64th Street Outpatient Center: Van shuttle service The bus stop is roughly halfway travels back and forth between down the block on the north BAIC (300 East 66th Street), side of the street, but sometimes 16 East 60th Street, the 64th the buses park in slightly different Street Outpatient Center to places if the bus stop is blocked the main hospital; there is a by other vehicles. Ask the bus different van for each location. driver to be sure you’re boarding the correct shuttle. We also offer a van shuttle from the main hospital to the Evelyn H. Lauder Breast Center and MSK Imaging Center. 13 OUR TREATMENT LOCATIONS AND TRANSPORTATION SERVICES PATIENT GUIDE PATIENT 14 MEMORIAL SLOAN KETTERING CANCER CENTER
OUTPATIENT TREATMENT CENTERS OUTSIDE NEW YORK CITY We recognize the importance of For driving directions and parking convenient care. MSK has a large information at MSK’s facilities network of outpatient treatment in Long Island, Westchester centers, where you can access our County, and New Jersey, please world-renowned care closer to call the number listed for the where you live and work — with specific location. the same quality you’d receive at our main location in Manhattan. The majority of our patients receive their treatment as outpatients.
LONG ISLAND NEW JERSEY
1 MSK Commack 4 MSK Basking Ridge 650 Commack Road 136 Mountain View Boulevard Commack, NY 11725 Basking Ridge, NJ 07920 631-623-4000 908-542-3000
2 MSK Skin Cancer 5 MSK Monmouth Center Hauppauge (coming 2016) 800 Veterans Memorial Highway, 480 Red Hill Road 2nd floor Middletown, NJ 07748 Hauppauge, NY 11788 908-542-3007 631-863-5100 WESTCHESTER COUNTY 3 MSK Rockville Centre 1000 North Village Avenue 6 MSK Westchester Rockville Centre, NY 11570 in West Harrison 516-256-3651 (Medical oncology) 500 Westchester Avenue 516-256-4200 (Radiation oncology) West Harrison, NY 10604 914-367-7000 15 OUR TREATMENT LOCATIONS AND TRANSPORTATION SERVICES 84 PATIENT GUIDE PATIENT CT 95 5 49 684 678 87 7 28 95 87 80 Y 84 7 78 28 N 7 28 95 16
SECTION 3 OUTPATIENT TREATMENT
Most people with cancer today are treated as outpatients. This means that they come in to one of our many locations for their treatment and return home the same day, without being admitted to Memorial Hospital. This section contains information for outpatients, whether you’ll be seen at one of our facilities in Manhattan or at one of our treatment centers in New Jersey or in Long Island or Westchester County, New York. 17 OUTPATIENT TREATMENT 18 MEMORIAL SLOAN KETTERING CANCER CENTER
BEFORE YOUR APPOINTMENT
PHYSICIAN CONSULTATION Before you meet with your doctor, a Specially trained MSK staff members staff member called a fellow will take who work with our doctors will your medical history and perform collect any medical information a physical exam. (See the glossary you’ve brought to your appointment, on page 78 for a definition of this such as records or lab results. If and other medical staff.) During the you need to have additional routine physical, you’ll need to undress and medical tests, such as taking your wear a gown that we’ll give you. After temperature, weight, and blood the exam, your doctor will speak with pressure or drawing a blood sample, you and any family members, friends, we’ll direct you to the right area or others who are with you about to get these tests done. your condition and your treatment options at MSK. PATIENT GUIDE 1919
DURING YOUR APPOINTMENT OUTPATIENT TREATMENT
NURSING CARE wound/ostomy nurses, who are All nurses at MSK practice experts in caring for patients with “Relationship-Based Care,” which injuries or ostomies (an opening means that they are focused on in the abdomen that allows waste providing a caring and healing or urine to leave the body) environment for you and your research nurses, who help run caregivers and loved ones. clinical trials At your first appointment, you’ll Another crucial member of your team meet your primary nurse, who is is your nurse case manager, who will responsible for coordinating your work with you and your doctor and nursing care and acts as a link your primary nurse to coordinate any to other members of your needs you may have after you are no treatment team. longer in active treatment. As your treatment progresses, whether you need chemotherapy, radiation, surgery, or other treatments, you’ll be seen by specialized nurses at each step along the way. They work closely with primary care nurses. Here are some examples of the specialized nurses you may meet: chemotherapy nurses, who deliver chemotherapy treatments radiation oncology nurses, who deliver radiation treatments radiology nurses, who work in the CT and MRI area 20 MEMORIAL SLOAN KETTERING CANCER CENTER
YOUR SAFETY If you have questions about any of Your safety and peace of mind are the materials — or about any other extremely important to us. If you part of your treatment — your doctor have any concerns related to your and nurses are the best people to ask. treatment, call your doctor’s office They understand that there’s a lot of and report them. information to take in and are happy to help you. The information will In addition to verbal instructions, include possible side effects you your doctor may give you written may experience, as well as how to or electronic information about your take the best care of yourself during treatment. It’s important that you your treatment. read these instructions carefully. PATIENT GUIDE 21
AFTER YOUR APPOINTMENT OUTPATIENT TREATMENT
AT HOME REACHING A DOCTOR You should write down any side If you have any unexpected effects you have. There are certain symptoms after you receive a side effects that require immediate treatment, let your doctor know. medical attention — even if they If you call after 5:00 pm, you may occur during the night or on a reach a covering physician, a doctor weekend. Your doctor will tell you who is highly qualified to handle about these. If you experience any of urgent medical problems and them, call the MSK medical contact covers for your doctor on off hours phone number immediately. (nights and weekends). It’s also a good idea to take a list If you experience an emergency after of the names of the drugs you’re 5:00 pm or on a weekend, you can taking, as well as details about also call 212-639-2000. Tell the your treatment schedule, with operator the name of your doctor you wherever you go. This way, if and ask for the doctor who is you become sick and need medical covering for him or her. attention, you’ll be able to give To schedule appointments or receive another doctor the details of test results, you should call your your treatment. doctor’s office during normal working hours (from 9:00 am to 5:00 pm). Our doctors are responsive professionals. But on the off chance you have repeated problems contacting your physician, notify the Patient Representative office at 212-639-7202. 22 MEMORIAL SLOAN KETTERING CANCER CENTER
URGENT CARE TELL US WHAT YOU THINK MSK’s Urgent Care Center (UCC) You may receive a survey in the mail offers urgent and emergency medical asking you about your experiences assistance to registered MSK patients at MSK. If you’re not contacted 24 hours a day, 365 days a year. It is but would like to express your located in the Enid A. Haupt Pavilion opinion about some aspect of your on East 67th Street between York care — positive or negative — please and First Avenues. notify our Patient Representative Department at 212-639-7202, When you arrive at the UCC, you’ll or by mail at: see a triage nurse, who will evaluate your condition and determine the Memorial Hospital next steps for your care. We realize Attn: Patient Representative that waiting can be frustrating, but Department in order to see the most critical 1275 York Avenue patients as quickly as possible, it’s New York, NY 10065 sometimes necessary. We’ll do our best to minimize your wait time, and we appreciate your patience. If the doctor who treats you in the UCC determines that you need to stay for observation, you may remain in the UCC or be transferred to a regular inpatient room. This doesn’t mean you’re being admitted to the hospital — but it does mean that insurance may not cover the cost of this care. Ask your doctor or nurse if you have questions about your coverage. PATIENT GUIDE 2323
At the Josie Robertson Surgery Center (JRSC), patients can have surgical OUTPATIENT TREATMENT procedures and return home either the same day or the following day. This brand-new, state-of-the-art facility is located on the Upper East Side of Manhattan, just a few blocks from Memorial Hospital. The 16-story building with 12 operating rooms is the first-of-its-kind freestanding outpatient facility for short-stay cancer surgery. The operating rooms and patient-care areas are designed for these special procedures, which include surgery for breast cancer and reconstruction as well as head and neck, gynecologic, and urologic cancers. Some patients may require a single overnight stay at the JRSC, but all patients will be able to leave the building either the day of or the day following their surgery. 24
SECTION 4 INPATIENT TREATMENT
This section contains information you’ll need if you receive treatment or have a surgical procedure as an inpatient — that is, you’re admitted to Memorial Hospital for your care. You’ll also find tips for your friends and family and others who may wish to visit you while you’re staying with us. We encourage you to share this guide with them so they know what to expect.
As always, if you or your loved ones have questions about anything, ask a member of your healthcare team. Everyone is happy to help. 25 INPATIENT TREATMENT 26 MEMORIAL SLOAN KETTERING CANCER CENTER
PREPARING FOR YOUR STAY
WHAT TO LEAVE AT HOME Electrical appliances, such as We ask that you do not bring hair dryers, electric razors, radios, or the following items with you TVs. We provide TVs and microwave to the hospital: ovens that have been safety approved. Valuables, other than a small amount of money for things like If you want to stop using tobacco, gift shop purchases. MSK’s Tobacco Treatment Program can help. This program, Cigarettes and e-cigarettes. which specializes in the concerns MSK is a completely smoke-free of cancer patients, survivors, environment. This policy applies to and family members, offers all visitors, employees, and patients. individual and group counseling We understand that this may be a to people who want to quit or difficult request to honor, but we those who are thinking about it. For more information about the ask you to respect this rule. program, call 212-610-0507 or ask your doctor or nurse. 27 INPATIENT TREATMENT
PATIENT GUIDE PATIENT to confirm your reservation pm to confirm your reservation THE DAY BEFORE THE DAY CHECKYOU IN our Admissions from A representative before Center will call you the day 12:30 pm and your admission between 7:30 and schedule a time for you to come will also be given to the hospital. You for where you should go instructions when you arrive. us a call give hear from us, If you don’t or 212-639-3260 at 212-639-5014 before 7:00 pm or 212-639-7881 before 7:00 pm to confirm the details after 7:00 of your admission. Only you or one family member or should call us to confirm caregiver your arrival time. Though it happens it is possible that rarely, very to reschedule your have we may admission because of unexpected patient such as when another events, needs emergency treatment. If this we’ll schedule your new happens, admission as close as we can to original appointment. your
parts of the hospital bill that are parts of the hospital bill that are insurance. by covered not also recommend that you We check with your insurance company before you come to the hospital. should ask about what services You as well after you leave, are covered meet as what criteria you must to qualify for those services. THE WEEK BEFORE CHECKYOU IN ask you to come in for will likely We about a week before medical tests admitted scheduled to be you’re can arrange to to the hospital. You do this after an appointment with are if you wish. Tests your doctor, or at the Hospital done at Memorial Outpatient Pavilion. Rockefeller of our locations on page 10.) (See a list Services Financial One of our Patient also contact may representatives the financial you to complete be may You preadmission process. need to told at this time that you’ll admitted. a deposit when you’re pay Deposits are required for those This an timeline you idea what give of will expect scheduledto you’re if be admitted to Memorialto Hospital. YOUR ADMISSION 28 MEMORIAL SLOAN KETTERING CANCER CENTER
WHEN YOU CHECK IN WHAT HAPPENS NEXT When you arrive at the hospital, Check-in/admissions interview: use the main entrance, located at When you arrive at the Admissions 1275 York Avenue between 67th Center or the pre-surgical center, and 68th Streets. Please go directly you’ll be checked in and begin to the area you were told to go to the admissions process. The during the call you received the day representative who assists you before. If you’re not sure where to will ask you some questions and go, head to the Admissions Center have you sign some forms. just inside the front doors to the Preadmission tests for surgical right. You’ll also find members of and chemotherapy patients: our security staff at the main If you didn’t have routine medical entrance ready to help you. tests before your admission, we will To avoid traffic build-up in this perform them in the pre-surgical busy area, we ask that whoever testing area at whichever of our is dropping you off please depart locations is closest to you. (See once you’re safely inside. For pages 10 and 14 for a listing of where your convenience, the hospital’s we are.) The results of these tests parking garage is located on 66th give us important information Street between York and First about your health, in the same Avenues. You can find more way a general physical examination transportation information does. At this appointment, you on pages 8 and 12 of this guide. may have the following: blood and urine tests an electrocardiogram (also called an EKG, it is used to monitor your heart’s rhythms) a chest x-ray a physical exam an anesthesia evaluation This process may take up to two hours. During the physical exam, you’ll need to remove your clothing and wear a gown. 29 INPATIENT TREATMENT
PATIENT GUIDE PATIENT After surgery, you’ll be taken to the be taken you’ll After surgery, Care Unit (also Post-Anesthesia or the recovery called the PACU be assigned where you’ll room), a nurse who will monitor your recovered condition. Once you’ve you we’ll take enough to be moved, to your room in the hospital. are welcome family and friends Your with you until visiting hours to stay (See page 40 of this guide are over. for information on visiting hours.)
AFTER PROCEDURE YOUR surgery having or another If you’re procedure, we ask that your family to see who want members or others of in the main lobby you please wait the top of the (at Hospital Memorial to the main entrance). escalators next from 10:00 am to hours, two Every 8:00 pm, a surgical nurse coordinator through the who has been moving rooms will operating and recovery your visitors updates on your give condition. Ask your visitors to Information at the Patient register so that Desk in the main lobby the nurse can find them. When your operation is finished, the surgeon will speak to your also possible to have It’s visitors. visitors for a short time while room. A in the recovery you’re room nurse will help recovery coordinate these visits. 30 MEMORIAL SLOAN KETTERING CANCER CENTER
YOUR DAILY HOSPITAL ROUTINE
There are many types of people who will care for you during your stay. These include technicians, specialized nurses, and other staff members, as well as your doctor and primary nurse. All these dedicated professionals are experts in their fields. Having them work as a team helps us give you the best care possible.
See the glossary on page 78 for definitions of the most common doctors, nurses, and other staff members you may meet during the course of your care.
NURSING CARE There are also nurses at Memorial All nurses at MSK practice Hospital who perform specific “Relationship-Based Care,” which services throughout the hospital, means that they are focused on rather than general nursing care on providing a caring and healing patient floors. They work closely with environment for you and your primary care nurses. Here are some caregivers and loved ones. examples of the specialized nurses you may meet: At the beginning of your stay, you’ll meet your primary care nurses, who IV nurses, who give treatments are responsible for coordinating or fluids through the veins your nursing care around the clock. chemotherapy nurses, who deliver Most Memorial Hospital nurses chemotherapy treatments work 12-hour shifts, so two nurses will care for you over the course of wound/ostomy nurses, who care 24 hours. At every change of shift, for patients with injuries or nurses share information about the ostomies (an opening in the progress and concerns of patients in abdomen that allows waste or their care. Your primary nurse also urine to leave the body) acts as your link to other members of diabetes nurses the hospital’s staff and is a valuable resource for you. critical care nurses 31 INPATIENT TREATMENT
PATIENT GUIDE PATIENT 212-639-6892 private duty office at 212-639-6892 nurses who work with our patients. nurses who work with our patients. or recommendations, please call our please call our or recommendations, of or visit the office on the main floor not employees of MSK. You or your or your You of MSK. employees not caregivers must pay them directly. directly. them pay must caregivers under your insurance plan.) covered about how to hire a private-duty nurse to hire a private-duty nurse about how the hospital (Room H-106). hospital the the credentials of all private-duty the credentials of all private-duty MSK’s Department of Nursing reviews MSK’s If you would like more information more information If you would like These nurses and companions are These nurses and companions are (Their services may or may not be be not or may (Their services may
she will work with you, your doctor, she will work with you, your doctor, if you need further care. can provide care while you’re in the care while you’re can provide is your nurse case manager. He or or He is your nurse case manager. ordering equipment you may need in ordering equipment you may care of any needs you may have after after have needs you may care of any PRIVATE-DUTY NURSINGPRIVATE-DUTY a nurse or a physical therapist, or or therapist, a nurse or a physical and your primary care nurse to take and your primary care nurse to take transferring you to another facility facility transferring you to another hospital or after you return home. hospital or after you return Private-duty nurses or companions your MSK nurses. your MSK nurses. your home, arranging for visits from your home, arranging for visits from you leave the hospital. This includes the hospital. This includes you leave They are separate and apart from Another crucial member of your team Another 32 MEMORIAL SLOAN KETTERING CANCER CENTER
TESTS AND PROCEDURES GOOD NUTRITION Throughout the course of your care, Healthy eating habits play an important you’ll probably need to have many role in your treatment plan. Early in tests and procedures. We know this your hospital stay, you’ll be visited can be stressful. We’ll do all we can by a dietitian, a trained professional to let you know about them in who understands the role of nutrition advance and explain them to you. If in health and disease. He or she will you don’t understand what’s going to evaluate your nutritional status and happen or you feel especially anxious, make sure that your nutritional needs tell your doctor or nurse. are being met during your stay. If your doctor orders a change in your diet, you About 15 minutes before your can ask your doctor or nurse to have a appointment, a patient escort will dietitian consult with you again. bring you to the location of your test or procedure. An escort will also take you back to your room once it’s over. ROOM SERVICE PROGRAM Sometimes tests are delayed, most When you’re admitted to the hospital, often because other patients need a room service associate will give you emergency treatment. We’ll do our a menu for our room service program, best to make your wait time as which features daily chef’s specials short as possible. and afternoon tea. This menu will In most cases, the nurse or technologist match your diet. If you have food who performs your test will be able allergies or special dietary needs, such to estimate when your results will as kosher, halal, or vegetarian meals, be ready. Your doctor will go over tell your room service associate. If the results with you and tell you your diet order changes during your how they relate to your overall stay, your room service associate will medical condition. give you a new menu. Meals are served between the hours of 7:00 am and 8:00 pm and are usually delivered within an hour of when an order is called in. Guests can place a food order from the guest menu. They can pay by credit or debit card. Contact your room service associate to request a guest menu. 33 INPATIENT TREATMENT PATIENT GUIDE PATIENT be securely wrapped and labeled with with wrapped and labeled be securely in the refrigerator after 24 hours is hours is in the refrigerator after 24 thrown away, in agreement with the in agreement with the away, thrown hospital’s safety and sanitation policy. and sanitation safety hospital’s your name and the date. Food left left date. Food your name and the All foods brought from home should should brought from home All foods
brought from outside the hospital the hospital brought from outside bring them for you from time to time. from time to time. bring them for you patients. But we understand that you you that But we understand patients. might miss your favorite foods from foods from might miss your favorite home and wish to have your visitors your visitors have home and wish to fit into your diet order. fit into your diet variety of food options we offer our we offer our options of food variety Please check with the dietitian on on the dietitian Please check with your unit to make sure that foods sure that foods your unit to make OTHER FOOD OPTIONS FOOD OTHER We take pride in the quality and the quality and pride in take We 34 MEMORIAL SLOAN KETTERING CANCER CENTER
YOUR SAFETY
Keeping you and your visitors safe is one of our highest priorities. But we need your help to do it.
One way we are lowering the risk WAYS YOU CAN HELP US of mistakes is by using computers A great deal of repetition is built into and technology to help us improve our daily routines. For example, our our accuracy in ordering and giving staff checks and rechecks information drugs. It’s also extremely important frequently. At times, it may seem as if to carefully identify the area or organ everyone keeps asking you the same being operated on many times before questions. We know it can be frustrating. an operation. Throughout your stay Your patience and cooperation are an at the hospital, we also take extra care important part of our effort to reduce to confirm who you are, many times errors and keep you safe. over. We ask that you bear with us and remember that we’re doing all You may be asked about the following we can to keep you safe. things more than once or by more than one person: All staff members — including doctors, nurses, escorts, housekeeping staff, your past medical history and others who come into contact medications you’re taking with you — are asked to actively look for possible problems and point them allergies you have out. This helps encourage safety and Please answer honestly as much avoid errors. as you can. You may also be asked to give your name and to show your identification bracelet to several people before you’re given a medication or have a procedure performed. If you have any questions or concerns about your safety, ask your nurse or another member of your healthcare team. 35 INPATIENT TREATMENT
PATIENT GUIDE PATIENT an IV line (a tube that’s placed placed an IV line (a tube that’s into a vein) (a tube that a urinary catheter the body) urine to leave allows (in which a doctor a surgical incision up the skin) cuts open then stitches to properly clean it when you when you to properly clean it your risk home, to lower return Your nurse will show you how to to you how nurse will show Your you learn do this and can help of complications. Also, take special care to clean any to clean any special care take Also, areas around:
Check with a nurse before entering Check with a nurse before entering that has a precautionary room any on the door. posted notice Take a daily bath or shower. Take Clean your hands often using soap Clean your hands often using soap — and or hand sanitizer and water — your visitors do the same have especially before you eat and after you use the restroom. back home as quickly as possible, back home as quickly as possible, to be watchful important for you it’s about possible infection risk. help yourself you can are ways Here safe: stay PREVENTING INFECTION in the an infection getting The risk of for all patients, hospital is a concern whose but especially for those because weaker are immune systems MSK of cancer or its treatment. guidelines from closely follows very Disease Control the US Centers for safe. stay to assure our patients called clothing This includes using equipment, such personal protective or goggles, gloves, masks, as gowns, be also may when appropriate. You to wear a gown, mask, or gloves asked a your room or have when you leave taken. test get you out of the hospital and To 36 MEMORIAL SLOAN KETTERING CANCER CENTER
PREVENTING INJURIES Nurses also assess all patients for Falling is also a very real risk for their risk of falling throughout their patients. Even though you may be stay in the hospital. If you are able to safely walk by yourself at identified as being at risk for falls, home, in the hospital you may have always call your nurse before getting a treatment or take a medication up from your bed or chair. that can affect your ability to safely You might also consider keeping all of walk without help. Things like IV your personal items, like your glasses, poles and other medical devices cell phone, or reading materials, where you may be hooked up to or a loss of you can easily reach them. Keeping sensation in your legs or feet can also a nightlight on at night can help too. cause you to be unsteady and fall. Finally, it’s a good idea to have your Our nurses and nursing assistants nurse or nursing assistant help you are here to help you get out of bed, to the bathroom when he or she is in use the restroom, and walk through your room, especially before bedtime. the hallways. We encourage you to call them whenever you need help — and even when you think you don’t. 37 INPATIENT TREATMENT
PATIENT GUIDE PATIENT . am to 7:00 7:00 to pm Signs are posted throughout throughout posted Signs are where the hospital indicating use is permitted. phone cell to floor from Quiet hours vary usually an hour but there’s floor, that’s or so in the midafternoon plus as a quiet time, designated hours, typically from overnight 8:00 NO PHOTOS, PLEASE PHOTOS, NO is a common Though taking photos our job to part of modern life, it’s The your right to privacy. protect Security Department prohibits or videos while at taking photos MSK facilities — including those using mobile devices such as taken If you wish smartphones or tablets. taken a photo or have a photo to take made an exception and would like please call the Patient to this policy, Department at Representative . 212-639-7202 MAINTAINING A QUIET QUIET A MAINTAINING ENVIRONMENT atmosphere will help restful A quiet, and make more quickly you recover less Hospital at Memorial your stay things as to keep strive We stressful. we need your calm as possible, but help to do it right. ask that you we During your stay, those around you when of be aware Speak softly making phone calls. when talking in with your guests discuss do not your room. Also, medical information on the phone people. around other while you’re Our patients’ privacy is of the and this importance to us, utmost confidential details will help keep confidential. If you or your guests choose to discuss your medical and condition, please do so quietly with discretion. 38 MEMORIAL SLOAN KETTERING CANCER CENTER
If at any time you’re concerned about your safety or that of other patients, call the Security Department at 212-639-7866. This phone is staffed 24 hours a day.
SAFEGUARDING YOUR PROPERTY Because the hospital cannot take responsibility for valuable items, such as large sums of money, jewelry, or other expensive possessions, we ask that you leave them at home. If you bring valuables with you to the hospital, you may use the in-room patient safe or leave them in our Security Office in OUR SECURITY STAFF Room G-43. (To get to this office, take a The Security Department staff “C” bank elevator to the basement level members at each entrance of the of the hospital.) The security staff places hospital protect you and your visitors money in safekeeping with the Main 24 hours a day. We ask that you and Cashier, located off the main lobby your visitors please follow their (you can reach them at 212-639-6758). instructions. In the unlikely event that an emergency happens while you’re LOST-AND-FOUND staying with us, it’s especially The Security Department maintains important that you follow the a lost-and-found. If you or one of directions of the staff. All hospital your visitors or family members personnel are trained to respond misplaces something during your to such situations in a way that stay, call 212-639-7866. keeps you safe. This is in keeping with state laws, as are the regularly scheduled fire alarm tests that take place throughout the year. 39 INPATIENT TREATMENT PATIENT GUIDE PATIENT
If you cannot find housing after you find housing after you If you cannot please call contact these facilities, at our Department of Social Work to speak with a social 212-639-7020 about additional resources for worker If you are an qualify. which you may international patient, please contact International Center at the Bobst and your designated 212-639-4900 to help. coordinator will be happy
list of hotels with special rates for rates for with special of hotels list MSK families on our website at . www.mskcc.org/accommodations ACCOMMODATIONS IN IN ACCOMMODATIONS NEW CITY YORK to MSK from be traveling If you’ll we recommend that you out of town, housing needs before plan for others’ to the hospital, if admitted you’re possible. If members of your family, need a caregivers or other friends, an updated we keep place to stay, A supportive network friends, of family members, and other people and care who can love for you go a long way ingo helping a long illness way your cope you with and heal from treatments. your It’s important to us that your visitors feelus visitors that your welcome when come they to see you. STAYING CLOSE TO TO CLOSE STAYING ANDRELATIVES FRIENDS 40 MEMORIAL SLOAN KETTERING CANCER CENTER
VISITORS For space reasons, the number We know how important visitors can of people who are allowed to be to your mental and physical well- visit you at the same time may be being. We want them to feel welcome limited to preserve your privacy while you’re in our care. and the privacy of other patients. In addition, at certain times (after The hospital allows all family hours), you may be allowed only one members, friends, or other support support person or caregiver. This persons to visit with you, unless their guideline helps us maintain a safe, presence affects others’ rights, safety, restful, and therapeutic environment or is medically or therapeutically for everyone. not advisable. The hospital does not restrict, limit, or otherwise Our patients are especially deny visitation on the basis of race, vulnerable to infections. If your color, national origin, language, visitors have colds, symptoms of religion, sex, gender identity, sexual the flu, or other infectious diseases, orientation, physical or mental we ask that they avoid visiting the disability, socioeconomic status, or hospital until they’re better. Even age. All visitors enjoy full and equal if your visitors are well, they must visitation privileges consistent with check with a member of the nursing patient preferences and within staff before going into any room that reasonable defined limitations. has a sign on the door showing that special precautions need to be taken. Visiting hours in the hospital vary and are based on a patient’s age, state If your visitors have questions about of health and mental condition, and getting around the hospital, the the nursing unit’s operations. neighborhood, or the city, they can speak with the staff at the Patient Information Desk in the lobby on Adult inpatient units from the first floor of the hospital. For 6:00 am to 10:00 pm full details on our visitation policy, Adult ICU from call the Patient Representative 11:00 am to 7:00 pm Department at 212-639-7202. Pediatric inpatient units from 8:00 am to 8:30 pm 41 INPATIENT TREATMENT
PATIENT GUIDE PATIENT VISITING IN THE ADULT INTENSIVE CARE UNIT patients in the Visiting hours for care unit, listed adult intensive upon the at left, are dependent condition. Consult with patient’s station the nurse at the nursing for a patient- or at 212-639-7555 specific visiting schedule.
you understand and remember and remember you understand about important information you support, and your health, give development participate in the plan of care. of your follow-up You may bring a visitor with bring a visitor with may You to MSK you return you when visits and for outpatient office This person can help treatments. 42 MEMORIAL SLOAN KETTERING CANCER CENTER
TELEPHONE For Memorial Hospital Operator When you’re admitted to Memorial assistance, dial 212-639-2000. For Hospital, telephone service will be telephone repair, dial 212-639-4357. automatically turned on for you. To make outside calls from There is a per-day charge of $6 for your room: the service, which includes all local calls (area codes 212, 347, 646, 718, Local area codes for New York City and 917). This charge will be added are 212, 347, 646, 718, and 917. All to your local home telephone bill. calls made to these area codes must If you decide not to have the include 9 + 1 + area code + phone telephone service activated, you’ll number (11 digits). be asked to sign a document that For calls to other area codes, dial 9 + 1 confirms that you don’t want + area code + phone number and tell phone service in your room. the operator how you wish the call to Long-distance calls can be made be billed. You can also dial 9 + 0 + area collect or billed to a credit card or code + phone number and bill it to home number. Prepaid calling cards your calling card. are also available in the Gift Shop in the main lobby of Memorial Hospital, on the second floor MAIL (212-639-8083). Keep in mind Your mail should be addressed that insurance companies do not to you as follows: pay for telephone service. Your Name As part of our commitment to a Your Room Number quiet, restful environment for all our Memorial Hospital patients, incoming calls cannot be 1275 York Avenue received between the hours of 10:00 New York, NY 10065 pm and 7:00 am. You may make phone We’ll deliver mail to your room calls at any time, but we ask that you every day but Sunday. We don’t speak quietly to avoid disturbing forward mail sent to you after other patients. We encourage you you’re discharged from the hospital. to give your room and telephone You can also buy stamps from a numbers to your family, friends, and vending machine near the Main any others who may want to visit you. Cashier window on the first floor Relatives and friends may also find of the hospital. out your room and phone numbers by calling our Patient Information Desk at 212-639-7081. 43 INPATIENT TREATMENT
am and PATIENT GUIDE PATIENT am and 3:00 pm. , and on weekends betweenam, and on weekends 1:00 7:00 delicious — but we also offer tasty to indulge. in the mood treats if you’re located use the cafeteria, Visitors may floor of the hospital, on the first 6:30 between on weekdays CAFETERIA think our bright and bustling We great. (In fact, is pretty cafeteria including of staffers, see lots you’ll eating there.) our doctors and nurses, to create many Our chefs strive that are also meal options healthy FOR YOUR YOUR FOR CONVENIENCE 44 MEMORIAL SLOAN KETTERING CANCER CENTER
NEWSPAPER DELIVERY GIFT SHOP You can purchase morning Our Gift Shop is a warm, friendly newspapers from our place where you and your visitors neighborhood delivery service. can shop for gifts for adults and children — including greeting cards, games, jewelry, and toys. You’ll also FLOWER DELIVERIES find items like toothpaste and soap Your family, friends, and others that you may have forgotten to bring are welcome to send you flowers to with you. Or you can pick up a cup of help brighten your room while you coffee, candy, or a snack. The shop, recover. Just direct them to check located just off the main lobby on with a member of your healthcare the first floor, is open on: team before sending them to be sure you’re able to receive them. Weekdays from The Flower Delivery Room is located 6:30 am to 8:00 pm just inside the main entrance to Memorial Hospital at 1275 York Weekends from Avenue. Deliveries are accepted 9:00 am to 6:00 pm from 11:00 am until 4:00 pm on Holidays from weekdays and from noon until 11:00 am to 6:00 pm 3:30 pm on weekends.
BARBER To make an appointment for a shave, shampoo, or haircut with a barber, call 917-502-8942. You can also make an appointment with a beautician by calling 201-970-3878. You can ask about the price of the service you’d like when you call for an appointment. 45 INPATIENT TREATMENT PATIENT GUIDE PATIENT
a comfortable place and for you guests your to from room. your relax also There’s away a computer can that you in the Pavilion use. We know that daily hospital canWe life be stressful — or just plain dull. do So our we best keep our to patients entertained, engaged, and challenged a variety with and events of activities. Our recreation area on the 15th floorof (calledMemorialthe Abby Hospital is Rockefeller Patient Recreation Mauzé Pavilion) PATIENT ACTIVITIES 46 MEMORIAL SLOAN KETTERING CANCER CENTER
We’ll give you a weekly activity schedule VOLUNTEER RESOURCES with a list of workshops, along with a More than 700 volunteers are ready welcome flower, shortly after you arrive in and willing to help you with just about your room. These are some examples of anything you might need. They are often the crafts our recreation therapists teach: able to fulfill personal requests, like copper enameling running errands in the neighborhood, reading aloud, or simply keeping you decoupage (decorating an object company. Call the Department of by gluing colorful paper to it) Volunteer Resources at 212-639-5980 painting if you’d like a volunteer to help you, or if you or a family member or friend frame and hat decorating are interested in volunteering. stained glasswork
woodworking VISIBLE INK Other activities include movies, music, Our Visible Ink program offers you casino nights, flower-arranging classes, the opportunity to express yourself bingo, pool, ping pong, and special in writing with the individual support holiday events. Before you leave your of an experienced writing mentor. floor to attend an activity, please sign out Participants in Visible Ink have at the nurses’ station so that your doctor created more than 45,000 pages and others will know where to find you. of written work, including essays, 47 INPATIENT TREATMENT
PATIENT GUIDE PATIENT . Street. You can enlist the services of can enlist You Street. reference librarians as well as access journals, scholarly medical textbooks, resources and other daily newspapers, learn more, in print and online. To visit library.mskcc.org/resource/ . patient-and-caregivers No prior art experience is needed. more information on this and For visit offerings, art therapy other or www.mskcc.org/art-therapy call 646-888-5397 RESEARCH LIBRARY your caregivers and your family, You, use the Research Library, may Research located in the Rockefeller 67th Laboratories Building at 430 East
or www.mskcc.org/visibleink 212-535-3985. ART THERAPYART can help you process Art therapy It can and manage your emotions. also serve you to express for as a way your about your illness, feelings your treatment, and life itself. All current to and former patients are invited to express your experiences ways find painting, collage,through drawing, In this free techniques. and other program, you can work with our private, in a safe, trained therapist memoirs, fiction, poetry, plays, plays, fiction, poetry, memoirs, The and blogs. personal journals, program is free of charge for MSK more information, For patients. visit Judith contact the program director, at [email protected] Kelman, or and relaxing environment. 48 MEMORIAL SLOAN KETTERING CANCER CENTER
GETTING READY TO GO HOME
YOUR HOSPITAL DISCHARGE physician. This person is another Before you return home, your doctor, doctor from the service who is highly nurses, and others on your healthcare qualified to handle critical medical team will make sure that you have problems and covers for your doctor everything you may need. on off hours (nights and weekends). If needed, your nurse case manager If you experience an emergency will order equipment for your home, after 5:00 pm or on a weekend, you arrange for visits from a nurse or a can also call 212-639-2000. Tell physical therapist, or transfer you the operator the name of your to another facility for continued doctor and ask for the doctor specialty care. Tell your primary who is covering for him or her. nurse or nurse case manager if To schedule appointments or receive you have any concerns. test results, you should call your doctor’s office during normal working hours (from 8:00 am to 5:00 pm). REACHING A DOCTOR Even though you’ll be leaving Memorial Our doctors are responsive Hospital, we’re still here to support professionals. But on the off chance and care for you as you recover at you have repeated problems home. If you have any unexpected contacting your physician, notify symptoms after you go home, let your the Patient Representative office doctor know. If you call your doctor’s at 212-639-7202. office after 5:00 pm about an urgent issue, you will be directed to a covering 49 INPATIENT TREATMENT . PATIENT GUIDE PATIENT IF YOU WISHIF CONTRIBUTE YOU TO or your members, your family You, wish to support the friends may groundbreaking, cancer-changing work that goes on at MSK. Tax- to our programs deductible donations at the Main Cashier, are accepted floor on the first located off the lobby Avenue. York of the hospital at 1275 can discuss making additional You the Development gifts to MSK with Department at 646-227-3549
NO TIPPING kind, generous lucky to have We’re their to show patients who want thankfulness to their doctors appreciate your We and nurses. but we ask that you generosity, offer cash tips to our please do not Their job is to provide employees. you with quality care. When they do because it’s so with special sensitivity, they’re dedicated to caring for you. TELL US WHAT YOU THINK YOU TELL US WHAT goAfter you receive you may home, in the mail asking you about a survey not MSK. If you’re your experience at to express like contacted but would some aspect of your opinion about — or negative — positive your stay Representative our Patient notify at: mail , or by office at 212-639-7202 Hospital Memorial Office Representative Patient Attn: Avenue 1275 York NY 10065 York, New 50
SECTION 5 PROGRAMS AND SUPPORT SERVICES
At Memorial Sloan Kettering, we want to care for all aspects of your health and well-being. We also understand that your family members, friends, and others who love you are vitally important during this difficult period of your life. We offer a variety of support services and programs for both you and your loved ones that are designed to help you cope with and manage your cancer diagnosis and treatment. These services are available for both outpatients and inpatients. We encourage you to use them — after all, they’re designed just for you. 51 PROGRAMS AND SUPPORT SERVICES 52 MEMORIAL SLOAN KETTERING CANCER CENTER
PSYCHOLOGICAL AND SOCIAL SUPPORT
SOCIAL WORK PSYCHIATRISTS AND At MSK, social workers provide PSYCHOLOGISTS emotional support and guidance to It’s important to ask for help if you’re people with cancer, as well as their feeling down or not like yourself. friends, families, and caregivers. Social Anxiety and depressive symptoms can workers are assigned to each patient interfere with your ability to handle floor of Memorial Hospital and are also and recover from your treatment. The available at our outpatient facilities. staff members of our Department of Psychiatry and Behavioral Sciences Social workers run many of our in- are specially trained in counseling person and online support groups. They support for people with cancer, and also provide other services, such as: are available to help you. If you’d helping parents learn how to talk like to meet with a member of this with their children about cancer department, speak to your doctor or nurse or call 646-888-0200. overseeing the 65+ program, which coordinates the care of our older cancer patients MSK COUNSELING CENTER offering counseling in palliative care, The MSK Counseling Center is an to help relieve symptoms of cancer outpatient facility of the Department managing our bereavement program, of Psychiatry and Behavioral Sciences. which is designed to help people It’s designed to support the special who have lost a loved one to cancer psychological needs of cancer patients and their families, and provides overseeing our Resources for Life individual, family, and group counseling. After Cancer program The staff offers treatment and Social workers can also help you with counseling or behavioral therapy for: other issues such as transportation to fatigue anxiety appointments and financial concerns. pain distress To speak with a social worker, ask your doctor or nurse or call the Department insomnia quitting tobacco of Social Work at 212-639-7020. depression losing or gaining weight 53 PROGRAMS AND SUPPORT SERVICES
PATIENT GUIDE PATIENT with include things like end-of-life end-of-life with include things like treatments, care and life-sustaining and questions concerns about privacy, about treatment and research. consultation could consist An ethics of an informal discussion, a formal for more or a request meeting, information. This depends on the and the specific circumstances urgency of the problem. with a meeting can request Anyone either by the Ethics Committee, Representatives contacting our Patient telling a member or by at 212-639-7202 of your healthcare team, all of whom on your behalf. can submit a request .
Street Street
Our staff also provides services services also provides Our staff for measuring or treating the (mental) effects of cognitive cancer and its treatment. The Counseling Center is located on the at 641 Lexington Avenue, 7th floor (entrance on 54th between Third and Lexington Third and Lexington between ask an appointment, For Avenues). your doctor or call 646-888-0100 ETHICS COMMITTEE Treatment for cancer can raise MSK’s questions. difficult many is designed to Ethics Committee and help you, your family members, ethical address and resolve our staff or communications issues that may come up during your care. This team is made up of experts including social nurses, doctors, workers, and Issues they can help psychologists. 54 MEMORIAL SLOAN KETTERING CANCER CENTER
PAIN AND PALLIATIVE CARE
PAIN MANAGEMENT doctor’s request. They can respond You may be worried or anxious that quickly if you should experience your illness or treatment may cause any discomfort or if you don’t feel pain. This is a perfectly natural adequate relief from treatments reaction. But it’s important to you’ve already received. remember that many patients don’t experience pain. And even if you do, there are many ways we can help you. PALLIATIVE CARE We consider the treatment of pain Palliative care isn’t just for those to be a vital part of your care. patients with a terminal diagnosis or at the end of life, but rather for You’re entitled to receive information all patients at any point during their about pain and pain relief. We urge care. Beyond pain relief, palliative you to ask your doctor or nurse what care is intended to relieve suffering to expect with regard to pain and pain or distress and improve quality of life. management. They will help measure It can help with things like: your discomfort and discuss your options as part of your individual easing side effects of treatment pain management program. making decisions about your treatment Your nurse will ask you to rate your dealing with the stresses of daily life pain often using a scale from zero to ten, with zero meaning no pain and addressing other health issues you ten meaning the worst pain possible. may have besides cancer For some people, such as our younger talking through your fears or patients and those who are unable to worries about your disease speak, nurses will use pictures and other tools to assess their pain. We Palliative care can be given not encourage you to be honest when you only by doctors and nurses but answer these questions, because the also by pharmacists, mental health only way we can relieve your pain is if professionals, social workers, physical we’re aware that you’re feeling it. therapists, and chaplains. The emphasis of palliative medicine is to At MSK, our pain management teams ease distress while remaining mindful are available to assist your doctor of your values, beliefs, and culture. and nurse and will see you at your 55 PROGRAMS AND SUPPORT SERVICES .
PATIENT GUIDE PATIENT full function after treatment. an more information or to make For appointment, call 212-639-5856 SPEECH, HEARING, AND CENTER REHABILITATION has If your illness or treatment caused changes to in your ability Speech, our communicate or hear, Rehabilitation Center and Hearing, Our professionals use can help. to diagnose technology the latest loss, voice and treat hearing loss, and speech disorders, swallowing has allowed The center difficulties. to hundreds of people to return
.
SILLERMAN CENTER FOR REHABILITATION and occupational Our physical closely with work therapists who specialize (doctors physiatrists and in rehabilitation medicine) other medical staff to improve your your to improve staff medical other and after your well-being during cancer doctors treatment. These help you regain strength, can other endurance, and flexibility, skills as well as the ability physical daily tasks. to complete The Sillerman Center is located at on the 4th floor 515 Madison Avenue, between (entrance on 53rd Street open It’s and Madison Avenues). Park to people treated at MSK as well as those who are receiving or have To hospitals. care at other received an appointment for physical make ask or occupational therapy, therapy your doctor or call 646-888-1900 REHABILITATION 56 MEMORIAL SLOAN KETTERING CANCER CENTER
HEALTH AND WELL-BEING
INTEGRATIVE MEDICINE Through our research — and years of Our Integrative Medicine Service working with cancer patients — we offers therapies that are designed to know the benefits these therapies work together with your traditional can give. They include: medical treatments. Staff members easing your stress and reducing can help relieve the negative physical your anxiety and emotional effects of your cancer diagnosis, treatment, and recovery. better managing your pain Services such as massage therapy, reducing your nausea acupuncture, yoga, and music therapy helping you become more mobile can help control your symptoms and active and improve your overall care. We also offer dance therapy and martial increasing your enjoyment of meals arts programs specially designed for improving the quality of your sleep children and teenagers. To make an appointment and for Once your treatment begins, you can more information about what work individual and group therapies services may be best for you, please into your care plan. These include: call the Integrative Medicine guided relaxation Service at 646-888-0800 or visit www.mskcc.org/integrativemedicine. acupuncture nutritional and dietary supplements cardio fitness classes 57 PROGRAMS AND SUPPORT SERVICES
PATIENT GUIDE PATIENT seminars and workshops to help seminars and workshops to help about your questions answer quality of life after cancer support groups individual/family counseling and support you as you adjust to to you adjust and support you as a offer We life after treatment. including: their families, managing address issues like We coping with and anxiety, stress and treatment side effects, transitioning back to work. learn more about RLAC To . call 646-888-8106 programs, RESOURCES FOR LIFE AFTER (RLAC) CANCER you may After treatment ends, unexpected experience a mix of well as practical as emotions RLAC can help guide challenges. rangesupport of educational and and services to MSK patients
. 212-610-0507 their families who are struggling with with are struggling their families who quit. to and want tobacco dependence to quitting committed you’re Whether about it, our team thinking or just you supportive of experts can offer both counseling and recommend strategies medications and behavioral off tobacco. to help you quit and stay more information, please call For Treatment Program the Tobacco at PATIENT-TO-PATIENT ANDCAREGIVER-TO-CAREGIVER VOLUNTEER PROGRAM find it helpful to speak people Many with someone who has recovered from cancer or cared for someone the Patient-to- Through else who has. and Caregiver-to-Caregiver Patient Program, former patients Volunteer as well as former healthy who are now with to meet are available caregivers in treatment. still you while you’re with someone Often, you can meet whose diagnosis closely matches your with one of to meet like If you’d own. call 212-639-5007 these volunteers, . or email [email protected] TOBACCO TREATMENT TREATMENT TOBACCO PROGRAM environment. MSK is a tobacco-free Treatment Program Our Tobacco patients and specializes in helping 58 MEMORIAL SLOAN KETTERING CANCER CENTER
LOOK GOOD FEEL BETTER for sensitive skin, as well as tips Look Good Feel Better is a free and strategies for applying makeup, program designed to help people buying and wearing wigs or other with cancer counter the appearance- head coverings, and handling changes related effects of treatment. that can result from chemotherapy Professional makeup artists and and radiation. For more information trained volunteers can help you or to register for a class at MSK, call adjust to hair loss, skin and nail 212-639-5665 (LOOK). changes, and other health and beauty issues. Participants receive an informational booklet and kit containing cosmetics pre-tested 59 PROGRAMS AND SUPPORT SERVICES
PATIENT GUIDE PATIENT
Monday through through Monday 212-639-5982 Monday through through Monday 212-639-5982 Our board-certified chaplains are Our board-certified chaplains are to visit with patients who available to the hospital, but if are admitted you are being treated at one of our you locations outside of Manhattan, phone can speak with a chaplain by at am to 5:00 pm. They 9:00 from Friday you and your family and can provide and spiritual friends with emotional support in accordance with each wishes. person’s arrange for a visit from one of our To chaplains — or from a local clergy Muslim, Catholic, from a Protestant, congregation — please visit or Jewish Chaplaincy Services in Room C170 (located off the hallway in the west or Hospital) at Memorial main lobby call am to 5:00 pm. If a from 9:00 Friday immediately available, chaplain is not asyour call will be returned soon as possible.
faith groups on your behalf contact community clergy or contact community clergy or assist with end-of-life decisions assist with you pray provide you with a comforting you with a comforting provide presence your illness or hospitalization your illness or hospitalization without judgment help support family members experiencing feelings of grief and loss listen to your concerns about to your concerns about listen Chaplaincy multi- Services provides faith support and also coordinates with for specific religious clergy to provide faith-based needs such as communion, and access the use of Shabbat candles, to religious worship services. We welcome anyone requesting requesting welcome anyone We spiritual support, regardless of your will keep We religion or background. all your contact with us confidential at to: are available Our chaplains times. have questionshave about the meaning life. of Our Chaplaincy Servicesoffers spiritualto addresscare meaning, identity, of questions other and these purpose, value, and worth or may — that may not be expressed in religious terms. Pain and illness lead feelings may to profound of doubt aboutbeliefs core your and cause to you SPIRITUAL AND SPIRITUAL CARE RELIGIOUS 60 MEMORIAL SLOAN KETTERING CANCER CENTER
BLOOD DONATIONS
One easy, important way that your family and friends can help you and other patients at MSK during your treatment is by donating blood or platelets. They can set up a directed blood drive, which means that their donation will be given only to you, or give blood or platelets on your behalf for use by other patients. (Directed donors must meet the same eligibility criteria as other volunteer donors, and their blood will receive all the same infectious disease testing.)
The generosity of our blood donors Vouchers for free parking at the helps to ensure that we always Somerset Garage (1365 York Avenue have enough blood available for at 72nd Street) or at MSK’s parking our patients. Blood and platelet garage (East 66th Street between donations are critical to help many First and York Avenues) are available patients in their fight to survive. to our donors at the time of donation. People with cancer require more To schedule an appointment or blood products than do people ask questions about the services with any other type of disease. we provide, please call Joe Licata, The Blood Donor Room is located Manager of the Blood Donor in the lobby of the Schwartz building Program, at 212-639-8177, or call at 1250 First Avenue between 67th the Blood Donor Room directly and 68th Streets. The room is open at 212-639-7648. Friday, Saturday, Sunday, and Monday from 8:30 am to 3:00 pm, and Tuesday, Wednesday, and Thursday from 8:30 am to 7:00 pm. 61 PROGRAMS AND SUPPORT SERVICES
PATIENT GUIDE PATIENT
MSK Pharmacy at 66th Street Third Floor 66th Street, 300 East 646-888-5402 am to 6:45 pm of operation: 9:00 Hours Harrison MSK Pharmacy at West Room 2204 Avenue, 500 Westchester 914-367-7016 am to 5:00 pm of operation: 9:00 Hours
The following is a list of our of our is a list The following outpatient pharmacies and their hours of operation: MSK Pharmacy at 68th Street Pavilion Floor Enid A. Haupt First 68th Street 444 East 212-639-7672 212-639-8464 Hours of operation: 9:00 am to 5:45 pm of operation: 9:00 Hours Hours of operation: 9:00 am to 6:45 pm of operation: 9:00 Hours MSK Pharmacy at 53rd Street Third Floor 53rd Street 160 East 212-610-0112 For your convenience, we offer convenience,For your we pharmacy services ourin of many outpatient facilities. If doctor your prescribes medication suggest for you, we that you fillthe prescriptionat MSK because our pharmacists are specially trained in the medication needs of people MSK cancer. accepts with most pharmacy insurance plans. don’t If an you insurance have prescription card, can you bill prescriptions your outpatient your hospitalto account. PHARMACY PHARMACY SERVICES 62 MEMORIAL SLOAN KETTERING CANCER CENTER
SURVIVORSHIP
The term “cancer survivor” can mean different things to different people. For some, it refers to anyone who has been diagnosed with cancer, regardless of whether he or she has ever had or is currently in treatment. Others consider a cancer survivor to be someone who has completed active medical treatments and is free of any signs of disease.
For the purpose of MSK’s Survivorship Depending on the type of cancer you Program, we consider you a cancer have, you’ll either continue to see survivor after you complete active your doctor for your follow-up care, cancer treatment, as determined or you’ll transition to a survivorship by your doctor. clinic, in which your care will be coordinated by the nurse practitioner It’s important to us to continue to (called an NP) or physician assistant support you even after you’re finished (PA) on your treatment team. (See the with your medical treatments and glossary on page 78 for a definition of you’ve started your life after cancer. this and other medical staff.) Once you complete your treatments, your healthcare team should give you and your primary care physician a survivorship care plan. This will tell you about the treatments you received as well as the check-up and follow-up appointments you should have in the next months and years. 63 PROGRAMS AND SUPPORT SERVICES PATIENT GUIDE PATIENT 64
SECTION 6 BILLING AND INSURANCE REQUIREMENTS
We understand how overwhelming it can be to receive a bill for your cancer treatment — even when the balance is covered by your insurance. Our Patient Billing Specialists are here to help you understand what you’re being billed for, what your insurance is (or is not) covering, why you’re receiving more than one bill, and any other concerns you may have. If you have any questions, please contact them at 646-227-3378. 65 BILLING AND INSURANCE REQUIREMENTS 66 MEMORIAL SLOAN KETTERING CANCER CENTER 67 BILLING AND INSURANCE REQUIREMENTS
PATIENT GUIDE PATIENT your healthcare team if you have your healthcare team if you have about separate fees. questions to make sure that happens. to make SPECIAL CHARGES FOR EXPENSES INPATIENT Some special charges — such as food trays, guests’ telephone calls, in a of staying cost and the extra covered private room — are not Ask insurance carriers. most by Our PFS staff will work with you will work with you Our PFS staff INSURANCE REQUIREMENTS requires pre- patient every Not here for the authorization to come Before though some do. time, first a visit, first you come for your from our Patient representative (PFS) department Financial Services explain your will contact you to pre- any benefits and review authorization requirements. in our care, pre- Once you’re for many authorization is required of the services you might receive. Physician charges bills: Physician Physician time, expertise, are for the doctor’s and your examination and/or consultation. These charges will our appear on a bill sent to you by Billing Department. Physician Hospital charges charges bills: Hospital Hospital facilities are for the use of hospital and the outpatient clinic services and other the nurses by provided members of your care team who are This is in addition to doctors. not (labs, radiology) you may tests any while at MSK. These charges have will appear on a bill sent to you by Accounts Department. our Patient UNDERSTANDING YOUR BILL YOUR UNDERSTANDING visit MSK for treatment, When you of consist may the care you receive a diagnostic a visit to your doctor, procedure, or an outpatient test, may though you else. Even something only one type of treatment receive services you for many day, on a given the two bills — one from will receive the doctor. hospital and one from 68
SECTION 7 YOUR RIGHTS AND RESPONSIBILITIES
As a patient at Memorial Sloan Kettering, you’re entitled to certain rights. If you find any of the information in the following section confusing or unclear, ask your healthcare team to explain it to you. We want to be sure you understand these rights and how they are meant to work for you.
We also ask that you uphold certain responsibilities so that we can provide you with the best possible care. We strive to maintain an atmosphere of mutual respect, trust, and cooperation, and we ask that you do the same. 69 YOUR RIGHTS AND RESPONSIBILITIES 70 MEMORIAL SLOAN KETTERING CANCER CENTER
PATIENT REPRESENTATIVES YOUR RIGHTS AS A PATIENT Our Patient Representatives are During registration, we’ll give you your advocates. Their role is to information about your rights as a help make sure that your rights as patient. A copy of the Patients’ Bill a patient, listed in the Patients’ Bill of Rights can be found beginning of Rights on pages 72 and 74, are on page 72. You’ll also receive respected. They also help make sure information about advance directives that appropriate action is taken to such as a Health Care Proxy (see address any concerns you have about “Planning in Advance” below). your care. We encourage you to call them if you have questions about MSK policies and procedures, if you YOUR RIGHT TO DECIDE have a complaint about your care, or ABOUT TREATMENT if you would like one of them to serve Patients have the right to accept or as your advocate (someone who will refuse medical treatment, including speak for you and represent your treatment that keeps you alive. State interests). You can contact them laws protect this right. This means at 212-639-7202 Monday through that you have the right to request Friday and on Saturdays from or consent to treatment, to refuse 9:00 am to 5:00 pm via the hospital treatment before it has started, and operator at 212-639-7900. to have treatment stopped once it Patient Representatives are also has started. available to explain the Patients’ Bill of Rights and to help you fill out a Health Care Proxy form. The PLANNING IN ADVANCE Health Care Proxy is explained in The best time to have conversations more detail in “Planning in Advance” about your wishes regarding your on this page. If you did not receive a medical treatment is early — and copy of either of these documents often. Sometimes because of illness at the time of registration, or if you’d or injury, people are unable to talk to like assistance with them, please a doctor and decide about treatment contact the Patient Representative for themselves. Planning in advance Department at 212-639-7202. will ensure that your wishes about treatment will be followed if you become unable to make those choices. If you don’t plan ahead, family members or other people close to you 71 YOUR RIGHTS AND RESPONSIBILITIES PATIENT GUIDE PATIENT staff an order not to resuscitate to resuscitate an order not staff say the kind of treatment that you that you the kind of treatment say with no permanently unconscious resuscitate”). If your physical or or If your physical resuscitate”). you from mental condition prevents deciding about CPR, someone you deciding about CPR, someone you close to you can decide. A others instructions verbally by discussing discussing by verbally instructions guide on DNR and your rights under guide on DNR and your rights under doctor, family members, or others or others family members, doctor, close to you. measures,” the instructions may may the instructions measures,” You should be specific enough. not don’t want, such as a respirator or or such as a respirator want, don’t should describe You chemotherapy. DECIDING ABOUT ABOUT DECIDING (CPR) RESUSCITATION appoint, your family members, or or appoint, your family members, admissions packet. also includes the right to decide about also includes the right to decide about as when you are terminally ill or ill or as when you are terminally Sometimes patients decide in advance Sometimes that CPR should not be provided. In In provided. be that CPR should not the medical this case, the doctor gives to restart the heart and lungs when the heart and lungs when to restart the medical condition for which you for which you the medical condition hope of recovering. You can also give can also give You hope of recovering. would refuse the treatment, such such would refuse the treatment, New State York law“Deciding called CPR. CPR is an emergency treatment your breathing or circulation stops. your treatment wishes with your with your your treatment wishes CARDIOPULMONARY (called for “do not a “DNR order,” Your right to decide about treatment treatment right to decide about Your About Health Care” is included in your Health About
. 212-639-7202 be followed. for you, so your wishes may not not your wishes may for you, so unable to make decisions about your decisions about your unable to make made. For example, if you just if you just example, made. For not be effective. Your instructions Your instructions be effective. not the treatment clearly cover must instructions about refusing about refusing instructions instructions can be written and are and are can be written instructions decisions that you want to be to be decisions that you want often referred to as a “living will.” often referred to as a “living will.” can also give specific instructions specific instructions can also give medical treatment in writing is safer in writing is safer medical treatment doctor or nurse so that it can be doctor or nurse so that it can be may not be allowed to make decisions decisions to make be allowed not may own medical care by filling out a form out a form filling medical care by own which Care Proxy, called a Health desires and can make sure they’re sure they’re desires and can make effective as appointing someone as appointing someone effective about treatment in advance. Those about treatment in advance. Those about it. But neither method is as is as method about it. But neither about it, please call Patient treatment, even if written, might might if written, treatment, even to decide for you, or if you don’t to decide for you, or if you don’t to represent you in the event you’re you’re the event to represent you in than simply speaking to someone to someone than simply speaking your knows to decide for you who questions the hospital. If you have honored. You can choose someone can choose someone honored. You write that you do not want “heroic want write that you do not want to appoint someone, you to appoint someone, you want filed with your medical records. filed with your medical records. Keep in mind that general in mind that general Keep Representatives at Representatives Putting your preferences for your preferences for your your Putting you’ll receive when you register at at when you register receive you’ll If you have no one you can appoint no one you can appoint If you have You can return the form to your the form to your can return You 72 MEMORIAL SLOAN KETTERING CANCER CENTER
PATIENTS’ BILL OF RIGHTS 9. Receive all the information you IN NEW YORK STATE need to give informed consent As a patient in a hospital in New York for any proposed procedure or State, you have the right, consistent treatment. This information shall with the law, to: include the possible risks and benefits of the procedure 1. Understand and use these rights. or treatment. If for any reason you do not understand or you need help, the 10. Receive all the information you hospital must provide assistance, need to give informed consent for including an interpreter. an order not to resuscitate. You also have the right to designate an 2. Receive treatment without individual to give this consent for discrimination as to race, color, you if you are too ill to do so. If you religion, sex, national origin, would like additional information, disability, sexual orientation, please ask for a copy of the or source of payment. pamphlet “Do Not Resuscitate 3. Receive considerate and Orders: A Guide for Patients respectful care in a clean and and Families.” safe environment free of 11. Refuse treatment and be told unnecessary restraints. what effect this may have on 4. Receive emergency care if your health. you need it. 12. Refuse to take part in research. 5. Be informed of the name and In deciding whether or not to position of the doctor who will participate, you have the right be in charge of your care. to a full explanation. 6. Know the names, positions, and 13. Privacy while in the hospital and functions of any hospital staff confidentiality of all information involved in your care and refuse and records regarding your care. their treatment, examination, 14. Participate in all decisions about or observation. your treatment and discharge 7. A no-smoking room. from the hospital. The hospital must provide you with a written 8. Receive complete information discharge plan and a written about your diagnosis, description of how you can treatment, and prognosis. appeal your discharge. 73 YOUR RIGHTS AND RESPONSIBILITIES
PATIENT GUIDE PATIENT to get a detailed to get a detailed
. You may also may . You Patients who are not satisfied with the the with satisfied are not who Patients to their complaint response hospital’s Department contact the Health may to the complaint written a submit office: following State Department of Health York New CA/DCS Mailstop: Empire State Plaza NY 12237 Albany, State Department Visit the New York website at www.health. of Health’s state.ny.us/nysdoh/consumer/ patient/patient.htm outline of patients’ rights in English, and languages, Spanish, and other Health to find out more about the Care Proxy. at 1-800-804-5447 Program Intake Centralized Hospital
Make known your wishes in your wishes in known Make You regard to anatomical gifts. document your wishes may Care Proxy. in your Health Authorize those family members those family members Authorize adults who will be given and other with priority to visit, consistent visitors. your ability to receive Complain without fear of reprisals fear of reprisals Complain without services you about the care and hospital the are receiving and have respond to you, in writing if you satisfied it. If you are not request response, you with the hospital’s can complain to the New York The State Department of Health. you with provide hospital must Receive an itemized bill and an itemized bill and Receive charges. explanation of all you cannot afford to pay. afford to pay. you cannot Department’s the Health telephone number. Review your medical record, medical record, Review your a without charge,and obtain medical record, for of your copy can charge which the hospital be cannot a reasonable fee. You solely because denied a copy If you have any questions regarding regarding questions any If you have your rights or responsibilities as a contact a Patient patient, you may . at 212-639-7202 Representative 19. 18. 17. 16. 15. 74 MEMORIAL SLOAN KETTERING CANCER CENTER
PATIENTS’ BILL OF RIGHTS 4. To receive from the patient’s IN NEW JERSEY physician(s) or clinical In the State of New Jersey, each practitioner(s), in terms that the patient receiving services in an patient understands, an explanation ambulatory (outpatient) care facility of his or her complete medical/ shall have the following rights: health condition or diagnosis, recommended treatment, 1. To be informed of these rights, treatment options, including the as evidenced by the patient’s option of no treatment, risk(s) of written acknowledgement, or treatment, and expected result(s). by documentation by staff in the If this information would be medical record, that the patient detrimental to the patient’s health, was offered a written copy of or if the patient is not capable of these rights and given a written understanding the information, the or verbal explanation of these explanation shall be provided to the rights, in terms the patient patient’s next of kin or guardian. could understand. This release of information to 2. To be informed of services the next of kin or guardian, along available in the facility, of the with the reason for not informing names and professional status the patient directly, shall be of the personnel providing and/ documented in the patient’s or responsible for the patient’s medical record. care, and of fees and related 5. To participate in the planning of the charges, including the payment, patient’s care and treatment, and to fee, deposit, and refund policy of refuse medication and treatment. the facility and any charges for Such refusal shall be documented services not covered by sources in the patient’s medical record. of third-party payment or not covered by the facility’s basic rate. 6. To be included in experimental research only when the patient 3. To be informed if the facility gives informed, written consent has authorized other healthcare to such participation, or when a and educational institutions guardian gives such consent for an to participate in the patient’s incompetent patient in accordance treatment. The patient also with law, rule and regulation. The shall have a right to know the patient may refuse to participate identity and function of these in experimental research, institutions, and to refuse to including the investigation of allow their participation in new drugs and medical devices. the patient’s treatment. 75 YOUR RIGHTS AND RESPONSIBILITIES
PATIENT GUIDE PATIENT the facility. To not be discriminated against against be discriminated not To because of age, citizenship status, or handicap, disability color, gender or identity gender, expression, sexual orientation, national origin, marital status, race religion, veteran nationality, or ability to pay/source status be care; to not for of payment constitutional, of any deprived legal rights solely civil, and/or because of receiving care from To not be required to perform be required to perform not To unless the work for the facility patient’s work is part of the treatment and is performed the patient. Such by voluntarily work shall be in accordance with local, State, and Federal laws and rules. civil and religious exercise To right including the liberties, to independent personal beliefs No religious decisions. attendance or any or practices, be shall at religious services, patient. imposed upon any To be treated with courtesy, be treated with courtesy, To respect, and consideration, patient’s recognition of the and right to individuality, dignity, limited including, but not privacy, auditory and visual privacy. to, privacy also be shall The patient’s personnel respected when facility patient. are discussing the 13. 11. 12. 10. To confidential treatment of confidential treatment of To information about the patient. medical Information in the patient’s be released to record shall not outside the facility without anyone unless approval, the patient’s healthcare facility toanother transferred the patient was which requires the information, or unless the release of the information is law, by required and permitted contract, a third-party payment or unless the or a peer review, the New information is needed by State Department of Health Jersey authorized purposes. for statutorily release data about The facility may containing the patient for studies when the aggregated statistics identity is masked. patient’s To be free from mental and physical mental and physical be free from To abuse, free from exploitation, of restraints and free from use a unless they are authorized by for a limited period physician or the patient of time to protect and Drugs from injury. others be used medications shall not other for discipline of patients or for personnel. of facility convenience To voice grievances or recommend or recommend grievances voice To changes and services in policies the governing to facility personnel, outside and/or authority, of the patient’s representatives choice either individually and free from or as a group, coercion, interference, restraint, reprisal. discrimination, or
9. 8. 7. 76 MEMORIAL SLOAN KETTERING CANCER CENTER
14. To expect and receive appropriate You may also submit a written assessment, management and complaint to the following office: treatment of pain as an integral Division of Health Facilities component of that person’s care in Evaluation and Licensing accordance with N.J.A.C. 8:43E-6. New Jersey State If you have questions regarding your Department of Health rights, you may contact a Patient PO Box 367 Representative at 212-639-7202. Trenton, NJ 08625-0367 Patients who are not satisfied with the hospital’s response to their complaint may contact the Health Department at 609-792-9770. 77 YOUR RIGHTS AND RESPONSIBILITIES PATIENT GUIDE PATIENT Understand that it may it may that Understand transfer to necessary become another bed within to you being the hospital, if you’re as an inpatient. treated and considerate Be courteous and of of other patients and Patients hospital staff. to expected are visitors in maintaining a quiet assist be to and environment of hospital property. respectful Honor our no-smoking policy. our visiting Observe your hours and inform of our policy. visitors honor our inpatients, For time on the day checkout discharged. are you Provide accurate information information accurate Provide or insurance to related payment. of other sources for responsible are Patients of payment prompt assuring are us if you their bills. Tell financial problems having you assist may we so that in a timely manner.
8. 9. 10. 11. 6. 7. Provide accurate and complete and complete accurate Provide past about your information hospitalizations, illnesses, and other medications, health. your to related matters or nurses doctors your Tell understand do not if you about concerns or have treatment. your or nurses doctors your Inform change in your is a if there arise or if problems condition treatment. during your and doctors your Keep of your nurses informed pain-management needs. and Help us maintain safety cooperating by errors prevent questions with repeated and health name about your us if you Tell information. concerns. safety have When you are a patient at MSK, at a patient are you When to: responsibility it is your 1. 2. 3. 4. 5. PATIENTS’ RESPONSIBILITIES PATIENTS’ This statement Patients’ of Responsibilities designed was demonstrate MSK at to that we that mutual believe trust, respect, and cooperation are the basic delivery to of healthcare. quality 78 MEMORIAL SLOAN KETTERING CANCER CENTER
GLOSSARY OF PEOPLE Intern INVOLVED IN YOUR CARE An intern is a doctor who has You may encounter all of these people completed medical school and is in at Memorial Sloan Kettering if you’re his or her first year of training. Your being treated as an inpatient. You’ll intern works with the rest of your meet fewer of them if you’re having healthcare team to manage your care. treatments as an outpatient. Your intern is the doctor you will see the most while you’re in the hospital. Attending Physician An attending physician is an Medical Student experienced doctor who has completed A medical student is in medical all of his or her medical training. Your school learning to become a doctor. attending physician supervises the Your medical student will learn from doctors on your healthcare team and is the experienced physicians on your in charge of planning your treatment team as they plan and manage your and coordinating your care while you’re care, as well as from you and the in the hospital. rest of your healthcare team. Clinical Nurse Specialist Nurse Case Manager A clinical nurse specialist is a A nurse case manager is usually a registered nurse with advanced registered nurse who helps plan and education in nursing. Your clinical coordinate services for inpatients as nurse specialist is an expert in the they prepare to go home. Your nurse type of cancer you have. He or she case manager will work with you and provides bedside care, education, your healthcare team to make sure and support while you’re in you have the support you need when the hospital. you leave the hospital. Fellow Nurse Leader A fellow is a doctor who has A nurse leader is a registered nurse completed medical school, an who is responsible for managing internship, and a residency, and other nurses and the delivery of care is getting more-specialized training. within a unit, on a specific floor, in a He or she works with your attending specific building, or in another area physician and the rest of your of the medical facility. Your nurse healthcare team to manage your leader works with the rest of your care while you’re in the hospital. healthcare team to make sure your care is managed throughout your hospital stay. 79 GLOSSARY OF PEOPLE INVOLVED IN YOUR CARE
PATIENT GUIDE PATIENT
phlebotomists, who are who are phlebotomists, in taking blood specially trained aides, services environmental rooms patients’ who keep clean and other areas who take escorts, patient and from to patients appointments and tests who deliver staff, service food rooms patients’ meals to Some other people you may may Some other people you MSK: meet at • • • • or her medical training. He or she or she or her medical training. He physician works with your attending of your healthcare team and the rest to manage your care while you’re in the hospital. Registered Nurse Registered a healthcare nurse is A registered to practice professional licensed most nurses will provide nursing. Your your response to of your care, assess teach you treatment and medication, and coordinate about your treatment, your discharge from the hospital. Resident who has A resident is a doctor medical school and an completed and is continuing his internship,
A nurse practitioner is a registered is a registered A nurse practitioner education and nurse with advanced can training. Nurse practitioners order tests prescribe medications, and perform some and treatments, nurse practitioner Your procedures. physician works with your attending of your healthcare team and the rest to manage your care. Nursing Assistant support provides A nursing assistant nurses in delivering to registered or she He hands-on care to patients. help you do daily tasks such as may using the bathing or showering, out of bed, into or getting toilet, or eating your meals. Care Technician Patient is a healthcare assistant A physician professional who is licensed to practice medicine under the supervision of an physician Your physician. attending can prescribe medications assistant and order tests, and treatments, or she He perform some procedures. works with your healthcare team to manage your care. Nurse Practitioner Your patient care technician patient care technician Your communicates with your nurse or she will throughout your care. He help manage your medical equipment bathe, and use and help you dress, in the the bathroom while you’re hospital. A patient care technician basic patient care under the provides nurse. supervision of a registered Assistant Physician
SECTION 1 P2 SECTION 5 P50 HOW TO GET PROGRAMS INFORMATION AND SUPPORT SERVICES Language and Hearing Assistance Psychological and Social Support PRODUCED BY Pain and Palliative Care The Department of Communications Rehabilitation Memorial Sloan Kettering Cancer Center SECTION 2 P8 Health and Well-Being 1275 York Avenue Spiritual and Religious Care New York, NY 10065 OUR TREATMENT Blood Donations LOCATIONS AND T 212.639.3573 Pharmacy Services F 212.639.3576 TRANSPORTATION Survivorship SERVICES
New York City Treatment Locations Avice A. Meehan Outpatient Treatment Centers SECTION 6 P64 Senior Vice President and Outside New York City Chief Communications Officer BILLING AND INSURANCE SECTION 3 P16 REQUIREMENTS WRITER Jennifer Castoro OUTPATIENT CREATIVE DIRECTOR Randi Press TREATMENT SECTION 7 P68 Before Your Appointment PHOTOGRAPHY Rick DeWitt During Your Appointment YOUR RIGHTS AND RESPONSIBILITIES Ethan Kavet After Your Appointment Karsten Moran Michael Prince Matthew Septimus SECTION 4 P24 P78 DESIGN Ideas On Purpose, NY INPATIENT GLOSSARY OF www.ideasonpurpose.com TREATMENT PEOPLE INVOLVED PRINTING IN YOUR CARE Allied Printing Services Preparing For Your Stay Your Admission Your Daily Hospital Routine Your Safety Staying Close to Relatives and Friends For Your Convenience Patient Activities © Copyright 2016 Getting Ready to Go Home Memorial Sloan Kettering Cancer Center WELCOME MEMORIAL SLOAN KETTERING CANCER CENTER CANCER KETTERING SLOAN MEMORIAL GUIDE PATIENT
GENERAL INFORMATION 212.639.2000
PHYSICIAN REFERRAL SERVICE 800.525.2225
VISIT US ONLINE www.mskcc.org facebook.com/sloankettering twitter.com/sloan_kettering PATIENT GUIDE youtube.com/mskcc