Patient and Family Guide

Home , Lenox Hill Hospital, Northwell Health

100 E. 77th St. New York, NY 10075 (212) 434-2000 Northwell.edu

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NY00037G09_Lenox Hill_rebrand_COV_B1.indd 1 5/28/19 1:45 PM NY00037G09_Lenox Hill_faux fldr.indd 1 12/26/19 1:46 PM Skilled Nursing Short-Term Rehabilitation

Upper East Side Rehabilitation and Nursing Center

211 E 79th St, New York, NY 10075

Tel: (212) 879-1600

www.uesrnc.com

NY00037G09_Lenox Hill_faux fldr.indd 2 12/26/19 1:46 PM We do care Our programs include: At Home Solutions • Door-to-Door Transport • Nutritious Hot Lunches and 212-259-9347 Snacks • Small Group Interactions for Those with Dementia • Computer Classes • Nintendo Wii Tournaments • Dance • Arts & Crafts • Music Therapy • Yoga • Local Field Trips • Educational and Social Lectures • Health Information

AHS’ Caring Communities is focused on providing a warm social environment for the Elder community. We strongly believe that a healthy and longer life can be achieved through keeping both the mind and body active. We offer programs at our secure, free-standing, state-of-the-art facility. Here you can enjoy increased comfort, safety, and independence.

Locations: 502 E.163rd Street Bronx, NY 10451

40-06 Astoria Boulevard Astoria, NY 11103

www.ahscaringcommunities.org

NY00037G09Lenox HillADs.indd 1 72419 1004 AM

On-Site, State- of-the-Art Dialysis Specializing in: Center Now Open! • Inpatient Short-Term Rehabilitation Offered Seven Days a Week

• 24-Hour Skilled Nursing Care

• On-Site Dialysis Services

• Adult Day Health Care

718-205-0287 61-11 Queens Boulevard • Woodside, NY 11377 website: www.qbecf.com

H U.S. News and World Report Ranks Queens Boulevard Extended Care Facility among “America’s Best Nursing Homes” H Accredited by The Joint Commission H Rated 5 Stars for Performance by the Centers for Medicare and Medicaid Services H Ranked Best out of all facilities in Queens County, rated AAA in New York State by CareScout

NY00037G09Lenox HillADs.indd 2 72419 1004 AM In this guide Welcome to Lenox Hill Hospital 2 About Us 2 Telephone & Directory 3 For Family & Friends 4 For the Patient 5-6 Your Satisfaction 7 Speak Up! 8 Your Rights & Responsibilities 9-10 What Are Your Advance Directives? 11 Privacy & Your Health Information 12 Do You Have Pain? 13 Stay Safe 14-17 Don’t Leave Until... 18 Preparing to Leave the Hospital 19-20 For the Caregiver 21 Preparing for Surgery 22 Staff Definitions 23 Hospital Resources 24-25 Giving Back 26 Television Channel Listing 26 Notes and Questions 27 My Medications 28

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(212) 434-2000 1

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 1 12/27/19 11:06 AM Welcome to Lenox Hill Hospital

Thank you for choosing Lenox Hill Hospital to meet your health care If you have any questions or concerns after needs. This patient guide has been created to help answer your questions reviewing this guide, please talk to a member of and make your hospital stay as pleasant as possible. our team. Patients come first in everything we do at Lenox Hill Hospital. As a Sincerely, member of Northwell Health, Lenox Hill Hospital is a part of the largest health care provider network in New York State. Jill Kalman, M.D. Lenox Hill Hospital’s experienced physicians, nurses and other health Executive Director care professionals are committed to providing you with the best in comprehensive and compassionate care. If there is anything we can do to make your stay better, please let us know.

About Us Lenox Hill Hospital, a 652-bed, acute care hospital located on Manhattan’s Our Vision Upper East Side, is nationally renowned for outstanding patient care and innovative medical and surgical treatments. The hospital is particularly Lenox Hill Hospital seeks excellence in all endeavors, aspiring to provide well-known for excellence in internal medicine, cardiovascular disease, premier services to a diverse patient population and to nurture an orthopedics, sports medicine, otolaryngology/head and neck surgery and environment in which health care professionals and staff can learn and maternal/child health. thrive. - Approximately 45% of Lenox Hill Hospital’s patients are from Our Values Manhattan. The remaining 55% comes from Brooklyn, Bronx, Queens, The values that guide Lenox Hill Hospital in pursuit of our mission are: Long Island, the Tri-State area and around the world. - To provide exceptional care to patients and their families - Lenox Hill Hospital is committed to providing the very best patient care to a socioeconomically and ethnically diverse patient population, with - To acknowledge the dignity and individuality of every patient and staff multilingual translation services available 24 hours a day. member

- Lenox Hill Hospital, established in 1857, has proven to be an innovative - To respect patient privacy and confidentiality leader in many fields. The hospital and its physicians: - To communicate openly and effectively with patients and staff • performed the first angiocardiogram in the U.S. in 1938 - To maintain the highest standards of integrity and ethical conduct • performed the first coronary angioplasty in the U.S. in 1978 - To foster teamwork and accountability at all levels • established the first Lyme Disease Center in the City in 1989 - To promote ongoing evaluation and performance improvement • inserted one of first coronary stents in the region in 1991 - To build upon efficient and prudent management practices to ensure Our Mission financial well-being and responsibility The mission of Lenox Hill Hospital is to deliver outstanding health care with compassion and respect, to promote wellness in our communities, and to advance the field of medicine through education and research.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 2 12/26/19 1:32 PM Telephone & Directory

TV and Phone Service Lenox Hill Hospital is pleased to offer complimentary television and telephone services to our patients. The Marquee Channel will appear with instructions on how to navigate the stations as well as instructions on the telephone operations. Directory To dial outside of the hospital, dial 9 then 1. All telephone numbers are in area code 212, except when indicated otherwise.

Administrative Departments Division of Internal Medicine/Primary Care 434-2140 Main Number 434-2000 Division of Nephrology 434-3266 64th Street Campus/MEETH 838-9200 Division of Neurology 434-6400 Administration 434-2044 Division of Neurosurgery 434-3900 Admitting/Access Services 434-3198 Division of Physical Medicine& Rehabilitation 434-2460 Chaplaincy Services 434-2545 Division of Plastic & Reconstructive Surgery 434-2190 Corporate Compliance (516) 465-8097 Division of Pulmonary Medicine 434-3530 Consolidated Business Office (877) 449-0828 Division of Tropical Medicine/Tropical Disease 434-2477 Development 434-2410 Division of Urology 434-3524 Financial Services 434-3005 Division of Vascular Surgery 434-3420 Hospital Safety 434-4378 Home Care (866) 651-4200 Human Resources 434-2800 Lenox Hill Heart and Vascular Institute of New York (888) 432-7823 Medical Affairs 434-2005 Medicine 434-2140 Medical Records 434-2450 Nursing Office 434-5030 Patient Information 434-2424 Nutrition Services 434-2480 Patient Experience 434-2095 Obstetrics & Gynecology 434-2160 Physician Referral Service (888) RIGHT-MD Ophthalmology 605-3741 Public Relations 434-2400 Orthopedic Surgery 434-2710 Volunteer Services 434-2600 Otolaryngology/Head & Neck Surgery 434-4500 Clinical Departments Outpatient Infusion Center 434-2730 Anesthesiology 434-2878 Patient Care Management 434-3060 Cardiothoracic Surgery 434-3000 Pathology 434-2300 Cardiovascular Diseases 434-2711 Pediatrics 434-2135 Emergency Services 434-3040 Psychiatry 434-2830 Ethics Consultation Service 434-2840 Radiology 434-2900 Dermatology 861-1656 Social Work Services 434-3060 Division of Cardiovascular Disease 434-2170 Surgery 434-3772

Division of Critical Care Medicine 434-2570 Outpatient Centers Division of Emergency Services 434-3040 Lenox Hill Primary Care Center (212) 434-6776 Division of Gastroenterology 434-2158 Manhattan’s Physician Group (212) 996-8000 Division of General Surgery 434-3285 Outpatient Center for Mental Health (212) 434-3365 Division of Hematology & Medical Oncology 434-2158 Outpatient Infusion Center (212) 434-2730 Division of Infectious Disease(s) 434-3440

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 3 12/26/19 1:32 PM For Family & Friends

Grab a bite to eat or relax in our waiting areas.

Patient Visiting Parking Smoking Lenox Hill Hospital, a patient-centered Lenox Hill Hospital offers valet parking to our Lenox Hill is a smoke-free campus. Smoking environment, cares about the patient’s visitors patients and visitors at discounted rates daily is not allowed in the hospital or in any area and the healing role they play in the recovery between 5:00 a.m. and 9:00 p.m. Valet parking outside the hospital. The Center for Tobacco process. In order to provide the best care is located at the main entrance at 100 East Control offers free stop-smoking programs. possible, visitors may be asked to step out of the 77th St. Please ask Nursing Resources for a brochure or room when care needs to be provided, based call (516) 466-1980 for more information. Rapid Park, located at 165 East 77th St. on patient request, or due to safety or legal (between Lexington and Third Avenues), also concerns. Cafeteria offers Lenox Hill Hospital patients and their Patients can choose who can and cannot visit families special parking rates for up to five Location: 2nd floor, main building hours. them while they are in our healthcare facility Hours: without regard to legal relationship, race, color, To take advantage of these rates, parking stubs Monday through Friday: 6:30 a.m. – 10:30 a.m., national origin, religion, sex, sexual orientation, must be validated at the patient information 11:00 a.m. – 3:30 p.m., 4:00 p.m. – 8:30 p.m. gender identity or disability. desk in the main lobby. Parking rates are as Saturday, Sunday and holidays: 9:30 a.m. – follows: Visiting Hours for Psychiatry 4:30 p.m. - Up to 4 hours – $30 Inpatient Unit Vending machines are available 24/7. - From 4 to 8 hours – $40 Daily: 6:30 p.m. – 8:00 p.m. Coffee Shop Wednesday and Friday: 2:00 p.m. – 3:30 p.m. - From 8 to 24 hours – $45 We also have a coffee shop located on the second floor of the main building (right out of Saturday, Sunday and holidays: ATM the main café). 2:00 p.m. – 4:00 p.m. An ATM is located on the second floor in the Hours: Two visitors at a time may visit with each patient. cafeteria. Monday through Friday: 6:30 a.m. to 5:30 p.m. Quiet Hours Quiet Hours are from 9:30 p.m. to 6:00 a.m. daily. We ask all staff, patients and visitors to help maintain a restful, healing environment for our patients. During this time, please lower your voices, limit visitors at the bedside and place cell phones on vibrate.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 4 12/26/19 1:32 PM For the Patient Making your stay safe and comfortable.

Your Room Patient Representative awareness and improve upon facility operations A patient representative is a person chosen to to ensure a safe environment for its patients, Lenox Hill Hospital offers three types of rooms help a patient make health care decisions, carry staff and visitors. Lenox Hill Hospital has an based on availability: out his or her rights and participate in his or her Emergency Management Program, which has - Semi-private: Most patients stay in these care. The patient representative does not have the goal of reducing the loss of life and property, rooms, which contain beds for two patients. to be a family member. If a patient is unable to and to protect the facility from natural, make his or her own decisions, his or her health technological and man-made hazards through - Private: Patients stay in private rooms when care agent will take priority over his or her the use of an all-hazards comprehensive it is medically justified or when an additional, patient representative. management program of mitigation, out-of-pocket fee has been paid. preparedness, response and recovery. Hospital - Signature: Patients also have the option of Consent for Treatment Safety may be contacted at (212) 434-4387. paying out of pocket to stay on a luxury floor. Upon your admission to the hospital, you will be Lost and Found Patients should use the call button to move asked to sign a general permission that allows from their bed and when they have needs in the health care team to perform exams, tests The hospital’s Lost and Found is maintained by the hospital. Once the call button is pressed, a and procedures. Before tests and procedures, the Security Department, which is located at member of the nursing team will respond by your doctor will inform you of the risks and the 76th Street entrance. For Lost and Found coming to the room or by answering through benefits. items, talk to a member of your care team or call Security at (212) 434-2470. the intercom at the nurses station. The Fire Safety bathroom in the room is for the patient only, Belongings and an emergency call chain is present if you Lenox Hill Hospital maintains a fire-safe need help. environment to protect its patients, visitors You are encouraged to send all of your valuables and staff. Fire drills are held regularly. We kindly home with a family member or friend. Patients may be transferred between rooms ask that you and your visitors stay in your room Lenox Hill Hospital cannot be responsible for or floors because of medical needs, to until an overhead announcement indicates the replacement of personal belongings. accommodate another patient’s medical needs drill is complete. or upon personal request. Although the hospital If you would like to keep your valuables with you cannot guarantee that a patient’s request will Hospital Safety in the hospital, they can stay with you in your be met upon arrival, we do everything we can to room, or they may be placed in the hospital’s arrange the request accommodations during a The hospital routinely conducts emergency safe. Please contact your nurse for more patient’s stay. management drills and exercises to test staff information about using the hospital’s safe. Patient Support There are a variety of people in our patients’ lives who can provide necessary support during a hospital stay—some of whom may be chosen to fill the roles listed below. Patients should let hospital staff know who they have chosen for each of these roles. Health Care Agent A health care agent is an adult who has been chosen to make decisions about a patient’s health care when he or she cannot do so. This person also is known as a health care proxy. Support Person A support person can be anyone (a family member, friend or other trusted individual) a patient chooses to provide emotional support and comfort during a hospital stay. He or she should help a patient make decisions including who should be allowed to visit. A patient may change his or her support person any time during their hospital stay.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 5 12/26/19 1:32 PM For the Patient continued

Hospital Security Please feel free to contact us at (212) 434-2480 nurses and certified nurse assistants for one-on- with questions. one care dedicated exclusively to your recovery. Officers are available in the main lobby of 100 Our private duty specialists are available 24 E. 77th St. from 6:00 a.m. to 10:00 p.m., seven Complimentary Eyeglasses hours, seven days a week, to discuss and arrange days a week; in the emergency room 24 hours to meet your personal needs. Call (866) 831-2206. a day, seven days a week; and in the security Lenox Hill Hospital offers all of our patients office 24 hours a day, seven days a week, complimentary eyeglasses in three different Volunteer Services located at 111 E. 76th Street. You may call prescription levels (+1.50, +2.00 and +2.50). For We provide numerous services to enhance your security at 434-2470. more information, please ask any member of your care team. We would like to thank Allan experience: and Margaret Keene for their support of the Meal Service - Therapy Dogs Keene Reading Glasses Program. The goal of the Food and Nutrition Department - Loops of Love Program is to provide wholesome, nourishing and well- Religious/Spiritual Support balanced meals that aid in your treatment and - Book Cart Professional chaplains are available to provide recovery. Lenox Hill Hospital makes every effort - Feeding Program to provide nutritious meals prepared to your emotional and spiritual support to patients satisfaction. and families of all faiths. They are trained to - Friendly Visitor Program listen in an open and nonjudgmental way. - Jewelry Making Your meals are prepared fresh daily to ensure Chaplains make visits to patients and families the best dining experience. We are committed upon request. To request a visit from a chaplain, - Music Therapy to making your mealtime pleasant. We now please ask your nurse to contact the office, or - Art Therapy provide room service dining that offers our call ext. 42545 from inside the hospital or (212) patients a hotel-style dining experience. Our 434-2545 from outside. To schedule one of these services, have call center is open daily 7:00 a.m. to 6:30 p.m. a member of your care team contact the To place an order, call ext. 4-2270 or (212) 434- Private Duty Care Volunteer Department at (212) 434-2600. 2270. Please allow 45 minutes for our room The hospital is committed to providing you service team to freshly prepare and deliver with the care you need to ensure a rapid, safe Library your meal. To provide help to our patients in recovery. However, for your added comfort and Volunteers bring books and magazines to your an Intensive Care Unit, a room service host convenience, you may elect to supplement the bedside. You are invited to call for reading will come to the patient bedside to take the staff with your own private duty care. Northwell materials free of charge. The Volunteer Office patient’s order. Health Staffing Services can provide registered may be contacted at (212) 434-2600.

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Your Satisfaction We encourage your feedback to improve care.

Patient and Customer Experience Hospital Compare is a government website that allows users to compare the The Patient Experience Team acts as a liaison between each patient, their families and healthcare quality of care provided by hospitals. The providers to ensure each patient has an outstanding experience while receiving world-class health information on this website is based on care. You may contact the team at (212) 434-2095, or visit their office on the fourth floor of the HCAHPS survey results. www.medicare.gov/ Achelis Building Monday through Friday from 9:00 a.m. to 5:00 p.m. After office hours, contact a hospitalcompare/search.html member of your care team. Your health care is our priority. To determine where improvements are needed, this hospital takes The Joint Commission has created part in the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. quality and safety standards for health care The HCAHPS survey measures your satisfaction with the quality of your care. It is designed to be a organizations. The Joint Commission reviews, standardized tool for measuring and reporting satisfaction across all hospitals in the U.S. accredits and certifies health care organizations that meet its high standards. Quality reports for After you are released from the hospital, you may be selected to participate in the HCAHPS survey. all accredited organizations are available on its The survey asks multiple-choice questions about your hospital stay. Please take the time to fill out website. www.qualitycheck.org the HCAHPS survey; your feedback is valuable! What is HCAHPS? The HCAHPS survey is backed by the U.S. Department of Health and Human Services. The survey is used to improve the quality of health care. HCAHPS makes survey results public so hospitals are aware of where changes are needed. The results also enable health care consumers to review and compare hospitals before choosing a health care provider. Your Opinion Counts Soon after your discharge, you may receive a telephone call or mail survey on behalf of this hospital. Please take the time to speak with the representative or complete and return the survey in order to share your opinions about your hospital stay. Your feedback is an important part of our goal of improving the care and services we provide.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 7 12/26/19 1:32 PM Speak Up Take charge of your care.

Each member of your care team is committed to treating you and your family as partners in your Step Up & Speak Up care. Your voice is important to us; by speaking up, your care team is better able to meet your needs. Ask questions and voice concerns. It’s your body, and you have a right to know. In the pages that follow, you’ll find a step-by-step guide to making the most of your hospital stay— how to stay safe, get the information you need, ask the right questions and interact effectively with Pay Attention your doctors, nurses and hospital staff. Make sure you’re getting the right treatments and medicines. Educate Yourself Learn about the medical tests you get and your treatment plan. Select a Support Person Pick a trusted family member or friend to be your advocate or support person. What Meds & Why Know what medicines you take and why you take them. Check Before You Go Use a hospital, clinic, surgery center or other type of health care organization that meets The Joint Commission’s quality standards. Participate In Your Care You are the center of the health care team. —Courtesy of The Joint Commission

Remember - write down any questions you have - choose a support person to communicate with the doctors and staff - keep a list of doctors you see and the meds they prescribe

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 8 12/26/19 1:32 PM Your Rights & Responsibilities

You have the right to receive treatment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, source of payment or age.

Northwell Health prioritizes the well-being, comfort and dignity of - Identify a caregiver who will be included in your discharge planning and the patient. Every patient has the right to receive treatment without sharing of post-discharge care information or instruction. discrimination on race, color, national origin, religion, sex, sexual - Receive complete information about your diagnosis, treatment and orientation, age, gender identity or disability. In carrying out this prognosis. principle, it is recognized that the patient has certain rights in his/her relationship with this Hospital and with his/her caregivers in the setting - Receive all the information that you need to give informed consent for of the Hospital. Parents/guardians may exercise these rights for minors. any proposed procedure or treatment. This information shall include the Guardians or surrogates may exercise these rights for individuals who possible risks and benefits of the procedure or treatment. are incapacitated or incompetent. The rights outlined in this policy apply - Receive all the information you need to give informed consent for equally to inpatients, outpatients and Emergency Department patients, an order not to resuscitate. You also have the right to designate an regardless of age. In addition to his or her rights, patients also have individual to give this consent for you if you are too ill to do so. If you responsibilities as a patient. would like additional information, please ask for a copy of the pamphlet Patients’ Bill of Rights “Deciding About Health Care — A Guide for Patients and Families.” As a patient in a hospital in New York State, you have the right, consistent - Refuse treatment and be told what effect this may have on your health. with law, to: - Refuse to take part in research. In deciding whether or not to participate, - Understand and use these rights. If for any reason you do not you have the right to a full explanation. understand or you need help, the hospital MUST provide assistance, - Privacy while in the hospital and confidentiality of all information and including an interpreter. records regarding your care.

- Receive treatment without discrimination as to race, color, religion, sex, - Participate in all decisions about your treatment and discharge from the gender identity, national origin, disability, sexual orientation, age or hospital. The hospital must provide you with a written discharge plan source of payment. and written description of how you can appeal your discharge.

- Receive considerate and respectful care in a clean and safe environment - Review your medical record without charge and obtain a copy of your free of unnecessary restraints. medical record for which the hospital can charge a reasonable fee. You - Receive emergency care if you need it. cannot be denied a copy solely because you cannot afford to pay. - Be informed of the name and position of the doctor who will be in - Receive an itemized bill and explanation of all charges. charge of your care in the hospital. - View a list of the hospital’s standard charges for items and services and - Know the names, positions and functions of any hospital staff involved the health plans the hospital participates with. in your care and refuse their treatment, examination or observation. - Challenge an unexpected bill through the Independent Dispute Resolution process.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 9 12/26/19 1:32 PM - Complain without fear of reprisals about the care and services you are - Make known your wishes in regard to anatomical gifts. Persons sixteen receiving and to have the hospital respond to you and if you request it, years of age or older may document their consent to donate their organs, a written response. If you are not satisfied with the hospital’s response, eyes and/or tissues upon their death by enrolling in the NYS Donate Life you can complain to the New York State Health Department. The Registry or by documenting their authorization for organ and/or tissue hospital must provide you with the State Health Department telephone donation in writing in a number of ways (such as a health care proxy, number. will, donor card or other signed paper). The health care proxy is available from the hospital. - Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors. Public Health Law(PHL)2803 (1)(g) Patient’s Rights, 10NYCRR, 405.7, 405.7(a) (1), 405.7(c)

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 10 12/26/19 1:32 PM What Are Your Advance Directives?

You have the right to make decisions about your own medical treatment. These decisions become more difficult if, due to illness or a change in mental condition, you are unable to tell your doctor and loved ones what kind of health care treatments you want. That is why it is important for you to make your wishes known in advance. What Are Advance Directives? A living will, health care proxy and durable power of attorney are the legal documents that allow you to give direction to medical personnel, family and friends concerning your future care when you cannot speak for yourself. You do not need a lawyer in order to complete advance directives. Here is a brief description of each kind of directive: Living Will A set of instructions documenting your wishes about life-sustaining medical care. It is used if you become terminally ill, incapacitated or unable to communicate or make decisions. A living will protects your rights to accept or refuse medical care and removes the burden for making decisions from your family, friends and medical professionals. Health Care Proxy A person (agent) you appoint to make your medical decisions if you are unable to do so yourself. Choose someone you know well and trust to represent your preferences. Be sure to discuss this with the person before naming him or her as your agent. Remember that an agent may have to use their judgment in the event of a medical decision for which your wishes aren’t known. Do Not Resuscitate (DNR)/Medical Orders for Life- Ethics Committee Sustaining Treatment (MOLST) If you or a member of your family has a health In accordance with New York State Public Health Law, all patients have care ethical issue that cannot be resolved by a the right to refuse cardiopulmonary resuscitation by consenting to a Do member of our staff, please contact the nurse Not Resuscitate (DNR) order. Medical Orders for Life-Sustaining Treatment manager on your unit and request to speak (MOLST) can improve the quality of care that patients receive at the end of with a member of the North Shore University life and serve as an effective tool for communication of a patient’s wishes. Hospital Ethics Committee. Your physician can provide more information on both of these topics.

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 11 12/26/19 1:32 PM Privacy & Your Health Information

You have privacy rights under a federal law that protect your health - To protect the public’s health, such as by reporting when the flu is in information. These rights are important for you to know. Federal law sets your area rules and limits on who can look at and receive your health information. - To make required reports to the police, such as reporting gunshot Who must follow this law? wounds - Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes and Without your written permission, your provider cannot: many other health care providers and their vendors - Give your health information to your employer - Health insurance companies, HMOs, and most employer group - Use or share your health information for marketing or advertising health plans purposes

- Certain government programs that pay for health care, such as Medicare - Share private notes about your mental health counseling sessions and Medicaid Adapted from U.S. Department of Health & Human Services Office for What information is protected? Civil Rights - Conversations your doctor has with nurses and others regarding your Concerns? care or treatment If you believe your health information was used or shared in a way that is - Information about you in your health insurer’s computer system not allowed under the privacy law, or if you weren’t able to exercise your - Billing information about you at your clinic rights, you can file a complaint with your provider or health insurer. You also can file a complaint with the U.S. government. For more information, - Most other health information about you held by those who must follow go online to https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf. this law A separate law provides additional privacy protections to patients You have rights over your health information. of alcohol and drug treatment programs. For more information, go online to www.samhsa.gov. Providers and health insurers who are required to follow this law must comply with your right to:

- Ask to see and get a copy of your health records - Have corrections added to your health information - Receive a notice that tells you how your health information may be used and shared

- Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as for marketing

- Get a report on when and why your health information was shared for certain purposes

- File a complaint To make sure that your health information is protected in a way that doesn’t interfere with your health care, your information can be used and shared:

- For your treatment and care coordination - To pay doctors and hospitals for your health care and help run their businesses Health information your doctors, nurses - With your family, relatives, friends or others you identify who are and other health care providers put in involved with your health care or your health care bills, with your permission your medical records is protected. - To make sure doctors give good care and nursing homes are clean and safe

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 12 12/26/19 1:32 PM Do You Have Pain? Manage your pain so your hospital stay is as comfortable as possible.

You are the expert about how you are feeling. Be sure to tell your doctor or nurse when you have any kind of pain. To help describe your pain, be sure to report: - When the pain began. - Where you feel pain. - How the pain feels—sharp, dull, throbbing, burning, tingling. Medicine Addictions Addiction to medication is a valid concern - If the pain is constant, or if it comes and goes. and one that Lenox Hill Hospital takes - What, if anything, makes the pain feel better. seriously. If you have a history of drugs or alcohol use or feel worried about addiction, - What, if anything, makes the pain feel worse. we encourage you to reach out to a member - How much, if any, pain your medicine is taking away. of your care team. - If your medicine helps with the pain, how many hours of relief do you get? Other Options Pain Medications There are other non-medicinal ways to relieve pain. Speak with your doctor about Pain medication may be given in different forms: whether any of these treatments may be right for you: - Tablet or liquid - Acupuncture, which uses small needles - Injections into your skin or a muscle (IM) to block pain - Injections into a vein (IV) - Hypnosis - Through a small tube in your back (an epidural) - Physical therapy - Via Patient-Controlled Analgesia (PCA): A method of giving medicine into the vein with - Massage a pump that you control so you receive medicine when you need it - Relaxation How’s Your Pain? - Exercise - Heat or cold Use the pain rating scale to tell your doctor or - Electrical nerve stimulation, which uses nurse how severe your pain is. small jolts of electricity to block pain

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NY00037G09_Lenox Hill_rebrand_B2_ED.indd 13 12/26/19 1:32 PM Stay Safe Call 5151 For Rapid Response Team You can contribute to health care safety. Rapid Response System: While you are in the hospital, many people will enter your room, from doctors and nurses to aides Our Commitment to Safety and orderlies. The following information will help make your hospital stay safe and comfortable. The Rapid Response System brings a group of Patient Identification professionals to the bedside or to a particular location quickly. This team will assess the Members of your care team will check your name and birth date frequently. This verification process patient, provide treatment and request is a critical component in our patient safety program in order to guarantee that all of our patients additional support as needed. If you have any receive the correct medications and treatments. questions, speak with a member of your care team. Employee Identification All hospital employees wear identification badges. Feel free to ask any staff member for his or her When to Call Rapid Response: name and job classification. If you do not see an ID badge on an employee, please call your nurse - A noticeable change in the medical condition, immediately. such as: • Slow, fast or irregular heartbeat Feel Free to Ask… • Slow, fast or difficult breathing • Feeling dizzy or fainting - For the ID of those who enter your room • Skin turning grey/blue – especially around - For staff members to check your ID the lips • Confusion or changes in mental status - If members of your care team have washed their hands • Excessive or uncontrolled bleeding - Why you need procedures, when they will happen, and how long it will take to get results - Concerned that something is just not right - Any time you would call 911 at home How to Request Assistance - Call 5151 from any hospital telephone. - Ask the operator for the Rapid Response Team. - Provide patient room number and the unit location.

14 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 14 12/26/19 1:32 PM 2019 CMS Rating

The cure to darkness is light. The cure to stigma is love. The cure to disease is treatment.

Struggling with addiction? You're not alone. Learn more at shatterproof.org

NY00037G09Lenox HillADs.indd 3 72419 1004 AM Your home. Our team. A healing combination.

Let the experienced joint replacement specialists Recovery from joint at Northwell Health At Home’s Joint Replacement replacement surgery can be Program create a personalized plan to help you get back in the swing of things. less stressful when it’s in the Our services include: comfort of your own home. –P hysical therapy and skilled nursing within 24 hours of discharge –Home health aides Learn how we can help you. Call (866) 651-4200 –Home safety assessments and recommendations or visit Northwell.edu/at-home. –E ducation and training for home exercise plans, equipment use and medications

We’re right in your neighborhood: Manhattan, Queens, Brooklyn, Staten Island, Bronx, Westchester, Putnam and Long Island

Northwell Health ® At Home

File name: Northwell_At Home_Joint Replacement Recovery_8.5x11_4C_Patient Guide Size: 8.5x11, CMYK Publication: Patient Guide

NY00037G09Lenox HillADs.indd 4 72419 1004 AM NY00037G09Lenox HillADs.indd 5 72419 1004 AM The best of care, the comforts of home

You want the best for your family. As one of the largest, most trusted home care agencies in New York state, Northwell Health At Home knows So when someone you love needs what it takes to provide peace of mind, one-on-one attention and outstanding quality care. home health care, turn to the Our services include: experienced and caring team at –Registered nurses –Physical, occupational and speech-language therapy Northwell Health. – Infusion services –Social work –Home health aides Learn how we can help you. Call (866) 651-4200 –Geriatric care managers or visit Northwell.edu/at-home. We’re right in your neighborhood: Manhattan, Queens, Brooklyn, Staten Island, Bronx, Westchester, Putnam and Long Island

Northwell Health® At Home

File name: Northwell_At Home_Overview_8.5x11_4C_Patient Guide Size: 8.5x11, CMYK Publication: Patient Guide

NY00037G09Lenox HillADs.indd 6 72419 1004 AM Stay Safe continued Know Your Meds Remember—you play an important role in helping to reduce medication errors.

While you are hospitalized, your doctor may prescribe medications for you. Be sure that you understand exactly what they are and why they are being prescribed. Use this checklist to help you get the information you need from your doctor: Preventing Medication Errors By taking part in your own care, you can help - What is the name of the medicine? What is its generic name? the members of your health care team avoid - Why am I taking this medicine? medication errors. Be sure that all of your doctors know what medications you have - What dose will I be taking? How often, and for how long? been taking, including prescription drugs, - When will the medicine begin to work? over-the-counter medications, herbal and vitamin supplements, natural remedies and - What are the possible side effects? recreational drugs. - Can I take this medicine while taking my other medications or dietary supplements? Also be sure that all of your doctors know of - Are there any foods, drinks or activities that I should avoid while taking this medicine? any allergies you may have—to medications, anesthesia, foods, latex products, etc. When - Should I take my medicine at meals or between meals? you are brought medications or IV fluids, - Do I need to take the medicine on an empty stomach or with food or a whole glass of water? make sure your hospital bracelet is scanned to ensure you are receiving the correct - What should I do if I forget to take the medicine and miss a dose? medication and dose.

(212) 434-2000 15

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 15 12/26/19 1:32 PM Fighting Infections It’s in your hands.

While you’re in the hospital to get well, there is care providers know to practice hand hygiene, the possibility of developing an infection. The but sometimes they forget. You and your family single most important thing you can do to help should not be afraid or embarrassed to speak up prevent infections is to wash your hands and and ask them to wash their hands. make sure that everyone who touches you— including your doctors and nurses—washes his No Soap? No Problem. or her hands too. Alcohol-based hand cleaners are as effective as You, Your Family and Friends Should soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub Wash Hands: your hands together. Keep rubbing over all the 1. A fter touching objects or surfaces in the surfaces of your fingers and hands until they hospital room are dry. 2. Before eating 3. After using the restroom It also is important that your health care providers wash their hands with either soap and water or an alcohol-based hand cleaner every time, before and after they touch you. Health

Preventing Falls

Hospital patients are at an increased risk of falling due to illness, medical procedures, medication or other factors. Lenox Hill Hospital cares about our patients’ safety. Please Help Us Keep You Safe by Following These Guidelines During Your Hospital Stay: - Request assistance when getting out of bed by using the call button. - Keep frequently used items such as the call button, tissues, water, eyeglasses, telephone and TV remote within easy reach.

- Wear nonskid socks or slippers when moving around. - Check that your robe, pajamas or gown do not drag on the floor. - Use the handrails in your bathroom and throughout the hospital at all times.

- Ask your nurse to show you how to properly walk with your IV pole, drainage bags or other equipment.

- Check that your wheelchair is locked when getting in or out of it and do not step on the footrest. Patients of all ages are at risk of If you see a spill or other safety hazard, report it to a member of your care team. falls because of medications that may make them dizzy, weak or unsteady.

16 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 16 12/26/19 1:32 PM Stay Safe continued Questions For My Care Team

Be Informed The following questions may be useful when talking with a member of your care team. About My Condition About My Medical Tests What effect did my hospitalization have on my condition? Why do I need this test? ______

Is it cured or just under control for now? What will this test show about my health? ______

How can my condition be treated or managed, or made better? What will the test cost? Will my health insurance cover the costs? ______

How will this condition affect me? Will I need to change some of What do I need to do to get ready for the test? my activities? ______How is the test done? What steps does the test involve? Are there long-term effects of my condition? ______Are there any dangers or side effects? How can I learn more about my condition? ______How will I find out the results of my test? How long will it take to get the About My Medicines results? ______Once you are discharged from the hospital, your pharmacist can answer questions about medications, including what the label on the medicine What will we know after the test? bottle means and what side effects may occur. You also can request easy- ______to-open containers and large print labels. Will I get a written copy of the test results? ______

Blood Clots: Lower Your Risk Deep-vein thrombosis (DVT) is a blood clot in the legs that may block circulation. The clots can lodge in the brain, heart or lungs, causing damage or even death. When you’re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. Tell your doctor or nurse if you have any of the following warning signs: - A leg cramp or charley horse that gets worse - Swelling and discoloration in your leg, upper arm or neck - Unexplained shortness of breath

- Chest discomfort that gets worse when you breathe deeply or cough - Lightheadedness or blacking out

(212) 434-2000 17

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 17 12/26/19 1:32 PM Don’t Leave Until... When you are medically cleared to leave the 4. Follow-up care instructions. Make sure you - telephone numbers to call if you or your hospital, your physician will authorize a hospital have paperwork that tells you: caregiver has any questions pertaining discharge. This does not necessarily mean that to your after-hospital care - what, if any, dietary restrictions you need to you are completely well—it only means that you follow and for how long 5. Other services. When you leave the no longer need hospital services. If you disagree, hospital, you may need to spend time in a you or your caregiver can appeal the decision - what kinds of activities you can and can’t rehabilitation facility, nursing home or other (see If You Disagree below). do, and for how long institution. You may need to schedule tests Before you can leave the hospital, your - how to properly care for any injury or at an imaging center, have treatments at a discharge team will meet you at the bedside incisions you have cancer center or have home care services. Be to discuss the discharge process. Make sure to sure to speak with a member of your care - what follow-up tests you may need ask questions and clarify instructions during team to learn what services are needed after and when you need to schedule them conversations about discharge. your stay in the hospital. - what medicines you must take, why 6. Community resources. Ask your discharge Have the following information and for how long team about local resources, such as agencies before you leave the hospital: - when you need to see your physician that can provide services like transportation, equipment, home care and respite care. 1. Discharge summary. This is an overview of - any other home-care instructions for your why you were in the hospital, which health caregiver, such as how to get you in and care professionals saw you, what procedures out of bed, how to use and monitor any were done and what medications were equipment, and what signs and symptoms prescribed. to watch out for 2. Medications list. This is a listing of what medications you are taking, why, in what If You Disagree dosage and who prescribed them. Having a list prepared by the hospital helps ensure you You or your support person can appeal your doctor’s discharge decision. If you are a are taking the proper medications. Medicare patient, be sure you are given “An Important Message from Medicare” by the hospital’s discharge planner or case manager. This details your rights to remain in 3. Presciptions. Be sure to fill your prescriptions the hospital for care and provides information on who to contact to appeal a discharge promptly so you have enough of needed decision. medications.

18 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 18 12/26/19 1:32 PM Preparing to Leave the Hospital What a Hospital Bill Covers Medicare deductibles and coinsurance are covered by your secondary insurance. If you The hospital bill covers the cost of your room, do not have secondary insurance, you will be meals, 24-hour nursing care, laboratory work, asked to pay these amounts or establish a tests, medication, therapy, and the services of payment plan. If you are unable to pay these hospital employees. You will receive a separate amounts, we will help you determine if you bill from your physicians for their professional qualify for a state-funded program. services. Self-Pay Patients The hospital is responsible for submitting Post-Acute Services Offered bills to your insurance company and will do Lenox Hill Hospital relies on prompt payment From Northwell Health everything possible to expedite your claim. You to best care for its patients. If payment should remember that your policy is a contract arrangements are not established and no Northwell Health offers a range of after- between you and your insurance company, and payment is made during the 90-day period, hospital services to meet your individual you have the final responsibility for payment of the account will be placed with a collection needs. One or more of the following Northwell your hospital bill. agency. For questions regarding your billing Health services may be the right choice for you. statement or to receive an itemized bill, Speak to your physician or discharge planner Coordination of Benefits (COB) contact the Northwell Health Business Office about these and other options available to you. Coordination of Benefits, referred to as COB, at (877) 449-0828. is a term used by insurance companies when Acute Inpatient Rehabilitation Commercial Insurance you are covered under two or more insurance Provided at Glen Cove, Phelps and Staten Island policies. This usually happens when spouses or As a service to our customers, we will forward Hospitals, acute rehabilitation is designed partners are listed on each other’s insurance a claim to your commercial insurance carrier for individuals who need frequent physician policies, or when both parents carry their based on the information you provide at the monitoring, 24-hour nursing and intensive children on their individual policies, or when time of registration. It is very important for physical, occupational and/or speech therapy there is eligibility under two federal programs. you to provide all related information, such as to maximize recovery. The length of stay is This also can occur when you are involved in policy number, group number and the correct based on your diagnosis, needs and progress a motor vehicle accident and have medical mailing address for your insurance company. during rehabilitation. insurance and automobile insurance. Uninsured? Sub-Acute Inpatient Rehabilitation Most insurance companies have COB provisions that determine who is the primary If you have a hospital bill and do not have Provided at the Stern Center for Extended payer when medical expenses are incurred. health insurance coverage, you may qualify Care and Rehabilitation on the North Shore This prevents duplicate payments. COB for health care services at reduced fees University Hospital campus in Manhasset, priority must be identified at admission in for services provided by Northwell Health and the Orzac Center for Extended Care and order to comply with insurance guidelines. facilities. For more information, or to apply for Rehabilitation on the campus of Long Island Your insurance may request a completed COB financial assistance, call Northwell Health’s Jewish Valley Stream. Sub-Acute Rehabilitation form before paying a claim, and every attempt Business Office at (888) 214-4066, or visit us is for patients who need a less intense, will be made to notify you if this occurs. The online at Northwell.edu/insurance. less medically supervised rehabilitation hospital cannot provide this information to environment. Services include: up to seven- your insurance company. You must resolve this Other Charges days-a-week physical, occupational and speech issue with your insurance carrier in order for Following your hospital stay, you may receive pathology as clinically indicated, restorative the claim to be paid. charges for physician services that are separate nursing, wound care, social work and nutritional counseling. The sub-acute length Medicare from your hospital bill. These can include anesthesiologists, emergency medicine of stay lasts until the patient is ready to return home or to a long-term setting. Sub-acute This hospital is an approved Medicare provider. physicians, pathologists, radiologists, and rehabilitation is often followed by home care All services billed to Medicare follow federal other physicians, consultants or specialists. or outpatient rehabilitation. guidelines and procedures. Medicare has a COB Patients also are responsible for non-covered clause. At the time of service, you will be asked charges, including insurance co-pays and For more information, visit Northwell.edu/ to answer questions to help determine the deductibles. If you are admitted to the rehab (click programs & services). primary insurance carrier paying for your visit. hospital, you may be responsible for private This is referred to as an MSP Questionnaire and room charges and other non-covered services. is required by federal law. Your assistance in providing accurate information will allow us to bill the correct insurance company.

(212) 434-2000 19

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 19 12/26/19 1:32 PM Preparing to Leave the Hospital continued

Outpatient Rehabilitation services are also available. Northwell Health Laboratories At Home, providing care in Nassau, Suffolk, The Northwell Health Outpatient Queens, Staten Island, Westchester, Putnam, Northwell Health Laboratories is the leading Rehabilitation Network provides Brooklyn, Manhattan and the Bronx, has an health system laboratory provider in the comprehensive services at 21 easy-to-access extensive network of caring professionals New York area offering a comprehensive locations throughout Long Island, Queens, dedicated to help you achieve your fullest testing menu. We provide laboratory testing Staten Island, Manhattan and Westchester. potential in the comfort of your home. for hospitals, nursing homes, physicians and Our fully equipped facilities are staffed by ambulatory locations; this enables your health licensed therapists experienced in the latest For more information, visit Northwell.edu/at- care provider to have seamless access to your rehabilitation techniques. Our services include, home or call (866) 651-4200. test results. We have numerous Patient Service but are not limited to: joint replacement Centers for blood collection and participate therapy, neurological and stroke rehabilitation, Hospice with all major insurance companies. sports therapy, spine care, pain management, For those with advanced illness, Northwell For more information, visit Northwell.edu/labs brain injury rehabilitation, lymphedema Health Hospice Care Network provides or call (800) 472-5757. therapy, oncology rehabilitation, women’s compassionate and expert care directed to health, vestibular and balance rehabilitation. alleviate symptoms and improve quality Ambulance Transportation of life for patients in Nassau, Suffolk and For more information, visit Northwell.edu/ The Center for Emergency Medical Services rehab or call (888) REHAB-03. Queens. A team of nurses, social workers, home health aides, chaplains, dietitians and (CEMS) provides a range of ambulance Home Care volunteers are available to assist the patient services to all health care facilities with highly and family. A hospice physician is also available trained emergency medical technicians and Northwell Health At Home provides a scope for consultation and home visits. Medication paramedics. CEMS ambulances also provide of home care services for all patients, from equipment and supplies are provided. Nurses emergency ambulance service within your infants to the elderly. Services may include: are available 24/7 to response to questions and community 24 hours a day, seven days a week, nursing, physical and occupational therapy, concerns. and can be accessed by calling (516) or (631) speech/language pathology, wound and skin 719-5000. specialist, infusion services, social work and For more information, visit For more information, visit Northwell.edu/ home health aides. Services may be covered Hospicecarenetwork.org or call (800) CEMS. through Medicare, Medicaid and Managed 2-HOSPICE or (516) 832-7100. Care insurance plans. Private pay home aide

20 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 20 12/26/19 1:32 PM For the Caregiver Your role as a patient advocate.

By being a patient advocate, you can play a pivotal role in the care of a loved one by making the Caregiver. best decisions for the patient. Be sure to care for your own needs in addition to the patient’s, as Know what condition your loved one is caregiving can be a stressful and time-consuming job. Find out more about how you can ease the being treated for. stress of caregiving at www.caregiver.org. Patient’s Rights Know your patient’s rights and responsibilities. (See page 9.) Advance Directives Know whether or not your loved one has an advance directive and if so, what it specifies. (See page 11.) Ask Questions If your loved one is too ill or reluctant to ask questions, make note of his or her concerns and any you may have, and don’t be afraid to speak up. (See Speak Up! on page 8.) Help Track Medications Your loved one may be prescribed medications while in the hospital and may be seen by several doctors. Keep track of it all with My Medications on page 28. What’s Next? Will your loved one need home care or care at another facility? Ask to speak with a case manager to find out what your options are.

Caregiver Resources www.acl.gov National Academy of Elder Law Caregiver resources from the Administration Attorneys for Community Living www.naela.org Legal help for seniors and people with www.caregiving.com special needs Online support groups and articles on caregiving National Alliance for Caregiving www.caregiver.org Eldercare Locator Support for family caregivers and the (800) 677-1116 professionals who serve them eldercare.acl.gov Help with locating aging services throughout Caregiver Action Network the U.S. (202) 454-3970 www.caregiveraction.org 800-MEDICARE Support for caregivers of chronically ill, aged Official U.S. government resource for people or disabled loved ones with Medicare

(212) 434-2000 21

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 21 12/26/19 1:32 PM Preparing for Surgery How you can make your surgical procedure and follow-up care as safe as possible.

You can make surgical procedure and follow-up care as safe as possible. Here’s what you need to know. Before Your Surgery - Bring a list of questions about your surgery. - Review your medications with your physician. - Share your allergies to medications or foods with your physician. - Learn about the restriction prior to surgery regarding medication, food, bathing and personal care.

- Ask if you will need therapy after surgery and what kind you may need. On the Day of Your Surgery - Follow any pre-surgical instructions you were given. - Leave valuables at home except money, which should be brought for co-pays and deductibles.

- Allow plenty of time for travel. - Once you arrive at the hospital, you will be given an Informed Consent What is the doctor’s experience in performing this procedure? form to read and sign. If you don’t understand something, ask ______questions before signing the form. What medicines will be prescribed (short term/long term)? ______At the Hospital For how long will I have to rest at home after surgery? Before your procedure begins, staff at the hospital will regularly ask for ______your name and type of surgery. They also may mark the part of the body for the operation. If you have questions or concerns during this process, After surgery or procedure make sure to alert a member of your care team. When should I call my doctor? After Your Surgery ______How long should I stay in bed? - Speak up about any pain you are having, specifying the location and ______intensity. How much activity can I do? - Ask about the medications you are receiving and their side effects. ______- Talk with your surgeon about post-surgery restrictions. What type of diet should I eat? - Receive post-surgical care instructions before leaving. ______Reference Questions How soon can I drive? ______Before surgery or procedure When can I go back to work? What will happen before the (surgery, procedure)? ______Can I have sex? How long will it take? ______When should I schedule a visit to the doctor? Where can my family wait for me? ______What effects (temporary or permanent) will the surgery have on me? What changes should I make in my lifestyle? ______

22 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 22 12/26/19 1:32 PM Staff Definitions Get to know our staff. Physicians Nurse Manager/Assistant Nurse Manager Pharmacists The nurse manager or assistant nurse manager Your physician is in charge of your care; writes is in charge of the unit where you are being While you are in the hospital, all of your orders for medications, procedures or tests; cared for. They help to coordinate all of the medications are dispensed by our hospital and monitors your condition. services you receive while you are a patient on pharmacists. They can answer any questions you have regarding your medications. Residents, Nurse Practitioners and that unit. They also are a resource if you have any questions or concerns regarding any part Transporters Physician Assistants of your admission. Transporters meet patients at the bedside to These licensed medical professionals serve the Nursing Assistant (NA)/Patient Care move them to other units or departments. hospital 24 hours a day, providing specialized Associates (PCA) They ensure patients arrive to and return from patient care. These health care employees are directed and appointments in a timely and safe manner. supervised by the RN in performing specific Nursing Staff tasks associated with your care. They will Phlebotomist (Blood-Drawing) Registered Nurse (RN) help with basic care, such as feeding, bathing, The RN collaborates with you and an walking, toileting and taking vital signs. Blood is drawn by a trained phlebotomist and interdisciplinary team to develop your plan of sent to the hospital’s laboratory for analysis. care. This nurse monitors your progress as you Dietitians Radiology Technicians work toward your desired outcome. A registered dietitian will review your medical These individuals may come to your hospital Patient Care Associates (PCA) record and work with your health care team room to take X-rays, or you may be transported PCAs are directed and supervised by the RN to develop a nutrition care plan for you. to the hospital’s Radiology Department for in performing specific tasks associated with Registered dietitians also are available to specialized tests. your care: drawing blood for diagnostic testing, educate you about any diets you may need to follow after you are discharged. taking vital signs and performing EKGs at the Social Workers bedside. Case Manager Social workers provide counseling, assistance Patient Service Facilitator A case manager will review your admission and with discharge planning, advance directives, The Patient Service Facilitator is the secretary/ ongoing stay in the hospital with your health financial entitlements and referrals for receptionist on duty. The Patient Service care team to ensure safe and timely care community resources. Each hospital unit has Facilitator assists you by communicating your coordination in the hospital and at discharge. an assigned social worker. Social workers needs to the proper team member. The Patient Each hospital unit has an assigned case also facilitate support groups to assist our Service Facilitator may be the voice you hear manager. community. when you use your call button. Private Duty Care Rehabilitation Therapists The hospital is committed to providing you Physical therapists, occupational therapists, with the Lenox Hill Hospital care you need to speech pathologists and audiologists will work ensure a rapid, safe recovery. However, for your with you, your family and your medical team added comfort and convenience, you may elect to help meet goals of recovery. Therapy may to supplement the staff with your own private range from brief consultation to long-term duty care. Northwell Health Staffing Services intervention, based on the extent of your can provide registered nurses and certified injuries or illness. nurse assistants for one-on-one care dedicated exclusively to your recovery. Our private duty specialists are available 24 hours, seven days a week, to discuss and arrange to meet your personal needs. Call (866) 831-2206.

(212) 434-2000 23

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 23 12/26/19 1:32 PM Hospital Resources

Language and Communication Access Services (LCAS) vaccine is paid for by Medicare. The CDC also recommends that the same group of people receive the vaccine to prevent pneumonia before The Office of Patient Experience provides Language and Communication leaving the hospital. This vaccine is available year round and is paid for Access Services for people with Limited English Proficiency (LEP) or people by Medicare. who prefer to have their health information provided in a language other than English. Free medical interpretation and document translation Ethics Consultation Service services are available 24/7. Sign-language interpretation services for deaf and hearing-impaired patients and specific communication tools The Ethics Consultation Service assists patients and their loved ones for speech-impaired patients also are available. Language assistance with moral issues of health, life and death related to patient care coordinators at each facility provide support and guidance, and and treatment decision-making. Ethics consultation focuses on the ensure that our patients’ unique communication needs are met. For well-being and dignity of the patient and matters of choice, rights and more information, ask your care team or call our Patient Experience responsibilities. To request an ethics consultation, speak to a member of Department at (212) 434-2095. your care team. Deaf Health Services Support Groups A portable TTY instrument is available for all deaf and hearing-impaired Lenox Hill Hospital offers the following free support groups to our patients. To arrange for this device, talk to a member of your care team patients, colleagues and community. or call the Patient Experience Department at (212) 434-2095. Closed- Meeting dates, times and locations can be subject to change. Please call captioned television may be activated by pressing the CC button on your the number listed to confirm dates and times before arriving to support television remote. groups. Flu and Pneumonia Vaccines Bereavement Support Group Third Wednesday of each month The Centers for Disease Control and Prevention (CDC) recommends 4:00 p.m. to 5:00 p.m., Hearth Room (130 E. 77th St.) that all people age 65 and older, and any younger person with high-risk Please call the Department of Patient Care Management for more conditions, receive the influenza vaccine before being discharged from information: (212) 434-3060. the hospital. Please ask your nurse about receiving the flu vaccine, which is available in this hospital between September 1 and April 2. The flu

24 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 24 12/26/19 1:32 PM Caregiver Support Group Stroke Support Group Second Wednesday of each month Second Wednesday of each month 12:00 p.m. to 1:00 p.m., Weisner 204 6:00 p.m. to 7:30 p.m., Carmel Conference Room (130 E. 77th St., Achilles Building, 2nd Floor) (130 E. 77th St., Achilles Building, 2nd Floor) Please call the Department of Patient Care Management for more For more information or to register, please call (212) 434-3403. information: (212) 434-3060. WomenHeart of Lenox Hill Hospital New Parents Support Group (peer-led support group for women living with heart disease) First Thursday of each month Third Wednesday of each month 11:00 a.m. to 12:00 p.m., Hearth Room (130 E. 77th St.) 6:30 p.m. to 8:30 p.m., Heart and Vascular Institute Please call the Department of Patient Care Management for more (110 E. 59th St., Suite 8A) information: (212) 434-3060. For more information, please call Agnes Czuchlewski at (917) 733-6902 or Marianna Heusler at (917) 371-2869. NICU Parents Support Group Twice a month, Thursday evenings Support for People with Oral, Head and Neck Cancer (SPOHNC) 6:00 p.m. to 7:00 p.m., Meets outside of the NICU (6th Floor, Main Third Wednesday of each month Hospital) and proceeds to the Hearth Room. 5:00 p.m. to 6:00 p.m. Please call the Department of Patient Care Management for more Hearth Room (130 E. 77th St.) information: (212) 434-3060. Please call PJ for more information at (212) 434-3101. Perinatal Bereavement Support Group Second Thursday of each month 5:00 p.m. to 6:00 p.m., Patient Care Management Office (122 E. 76 St., Level 3, Suite B) For information or to register, please call (212) 434-3993.

Veteran Group A group for Iraq/Afghanistan war veterans who are suffering from PTSD and related problems.

(212) 434-2000 25

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 25 12/26/19 1:32 PM Giving Back Helping Us Help Others Join with Northwell Health Lenox Hill Hospital as a new page is turned in the dynamic history of health care delivery and embark on a mission to change the face of health care. For more information about how you can help us grow, contact the Northwell Health Lenox Hill Hospital Foundation Office at: 100 East 77th St. New York, NY 10075 (212) 434-2410 www.Northwell.edu To put your support to work faster, contribute online at www.Northwell.edu.

Television Channel Listing To begin service, dial (212) 434-3425, 24 hours a day, seven days a week.

1 NY1 29 ESPN2 66 Discovery 2 CBS 2 30-1 Bloomberg Digital 68 WFUT (Telefutura) 3 TNT 30-2 Bloomberg 70.1 C-SPAN Digital 4 WNBC 4 37 T BE 70.2 C-SPAN 5 WNYW Fox 5 38 Freeform 72 Weather 6.1 Nickelodeon Digital 40 History 78 N CN 6.2 Nickelodeon 41 Univision 81 NBC Sports 7 WABC 7 43 Fox Business 82 Marquee Channel 8 BS T 44 Fox News 83 Patient Education 9 WWOR 9 45 Comedy 84 Newborn Channel (English) 10 FX 46 &E A 85 Newborn Channel (Spanish) 11 WPIX 11 47 Telemundo 86 Animal Planet 13 WNET 13 49 Disney 88 Travel 14 SNBC M 50 Food Network 91 Pallida 15 BC CN 52 LC T 106 BBC America 16 A US 53 YES Network 111 Science 17 Syfy 54 MC A 121 Golf Network 18 Bravo 58 Headline News 123 Speed 20 V MT 61 Cartoon Network 170 SPNU E 24 E! 62.1 Lifetime Digital 171 ESPN Classic 26 Y SN 62.2 LIfetime 172 ESPNews 27 G MS 64 HGTV 176 NFL Network 28 SPN E 65 National Geographic 565 France

26 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 26 12/26/19 1:32 PM Notes and Questions ______

______

(212) 434-2000 27

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 27 12/26/19 1:32 PM My Medications Keep track of all medications you are prescribed while in the hospital.

Medication: (include brand & generic names)______Date started: ______Dose: Take ______times per day at (circle all times that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m. / 8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m. Reason for taking:______Prescribed by:______Pharmacy name/number:______

______

Pharmacy name/number:______

28 Lenox Hill Hospital

NY00037G09_Lenox Hill_rebrand_B2_ED.indd 28 12/26/19 1:32 PM Get stronger with every step Let’s restore your independence together You have better things to do than be sidelined by an illness or injury. We’ll help you get your life back.

When it comes to rehabilitative care, you want only the best. That’s why the Northwell Health Stern Family Center for Rehabilitation is here for you. Our world-class services include: –Inpatient medical treatment, nursing services and rehabilitation –Leading physical, occupational and speech therapy programs –24-hour skilled nursing care –Therapeutic recreational activities Call for more information or to schedule a tour: Northwell Health Stern Family Center for Rehabilitation 330 Community Drive Manhasset, NY 11030 (516) 562-8065

Visit us at Northwell.edu

Cover Your Cough

Cough Cough CoughCough Cough Cough Cough Cough Cough Cough Cough Cough Cough CoughCough Cough

Help stop the spread of germs that can make you and others sick by following important infection prevention steps—such as covering your cough or sneeze and washing your hands often.

NY00037G09Lenox HillADs.indd 7 72419 1004 AM Your golden years just got a lot brighter. Our services are tailored to your exact needs or those of your aging loved one.

Aging can be challenging, and it can be overwhelming to find the help you may need at home. You and your loved ones can turn to the experienced and caring geriatric care managers at Northwell Health At Home’s Circle of Care Program to help create a plan for your unique situation.

And we’re right in your neighborhood. Our home care services for seniors are available in Manhattan, Brooklyn, Queens, Staten Island, the Bronx, Westchester, Putnam and Long Island.

Circle of Care services are available at affordable self-pay rates. Learn how we can help you. Call (866) 651-4200 or visit Northwell.edu/at-home.

Northwell Health® At Home

File name: Northwell_At Home_Circle of Care_8.5x5.625_4C Size: 8.5x5.625, CMYK Publication: Vac��e� help protect you from infections and disease.

Which vaccines are right for you depend on: your age health conditions where you travel

Talk to your doctor about vaccines, or visit www.vaccines.gov.

NY00037G09Lenox HillADs.indd 72419 1004 AM NY00037G09_Lenox Hill_faux fldr.indd 3 12/26/19 1:46 PM There’s no place like home

When you or a loved one needs help maintaining Our home health aides are here independence, Northwell Health At Home’s team to help. Because sometimes, of experienced and caring home health aides is here for you. And we’ll bring the very best care the best medicine is being right to your door. under your own roof. So let us give you the assistance, relief and support you need—when and where you need it.

For more information on home health aides We will assist with: through Northwell Health At Home, visit us – Bathing – Laundry – Dressing – Medication reminders at Northwell.edu/at-home or call: – Personal care – Light housekeeping Long Island (516) 266-5200 – Walking – Preparing healthy meals New York City (718) 776-9870 – Shopping – Hobbies and activities Westchester and Putnam (914) 666-7079 Our friendly team will tell you about our affordable rates. Costs may be covered by some long-term care and health insurance policies.

Northwell Health ® At Home

File name: Northwell_At Home_Home Aide Services_8.5x11_4C_Patient Guide Size: 8.5x11, CMYK Publication: Patient Guide

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