Patients First

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1/2015

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95025_CCFRPC_Folder_ACG.indd 1 12/8/14 1:46 PM Table of Contents

2 Patient Rights & Responsibilities

7 What to Expect

15 Room Accommodations and Patient Safety

19 Hospital Services and Patient Healthcare

27 Preparing for Discharge

31 Staying Connected

95025_CCFRPC_Folder_ACG.indd 2 12/8/14 1:46 PM Welcome to the Cleveland Clinic.

Welcome to Cleveland Clinic and thank you for trusting us with your care. We are committed to providing you with the highest quality healthcare in the safest, most comfortable environment possible. It is normal to feel anxious about staying in the hospital. But remember, you will not be alone. You will have an entire healthcare team focused on your safety and well-being. You are an important part of that team, and we want you and your family to take an active role in your healthcare during your stay with us. We have created this patient guide to help you understand more about your hospital stay. Please keep it with you and read it when you can. The information will be useful for you and your family. If you have any questions about the topics covered in this guide, please ask your caregiver. We value the opportunity to serve you and appreciate the confidence you have placed in us.

Thank you for choosing Cleveland Clinic.

Delos “Toby” M. Cosgrove, MD Chief Executive Officer and President Cleveland Clinic

1 Pictured Above: Red Coats provide support, direction, and solutions for our patients, guests, and employees.

95025_CCFRPC_Text_ACG.indd 1 12/11/14 1:44 PM Personal Belongings in the Hospital You will only need essential items, such as sleepwear, slippers, toiletries and any equipment used in your care, such as crutches, prosthetics, a C-pap machine, hearing aids or eyeglasses while you are in the hospital. Additional personal care items can be purchased in our hospital gift shops.

Please do not keep more than $5 with you in your room. Ask family members or friends to take home your jewelry, keys and other valuable items. For safety reasons, personal radios, hairdryers and other electronic devices should not be kept in your possession while in the hospital. The hospital is not responsible for lost or stolen items, such as laptops, iPads or cellular devices.

Please provide your caregivers a list of all your medications, supplements or herbals (including dosages), your Living Will/Durable Power of Attorney for Healthcare forms if you have them, and any physician orders or preadmission paperwork that was provided to you before admission to the hospital.

If you would like to use the prescription bedside delivery program, which is offered at some of our hospitals, you will need to have a form of payment (credit or debit card) available or have someone who can provide that information to you on the telephone. Ask your nurse if this service is available to you.

As a patient, you have the right… Personal Privacy/Visitation To have your personal dignity respected.

To the confidentiality of your identifiable health information.

To enjoy personal privacy and a safe, clean environment and to let us know if you would like to restrict your visitors or phone calls.

To receive visitors of your choosing that you (or your support person, where appropriate) designate, including a spouse, a domestic partner (including a same-sex domestic partner), another family member or a friend, and the right to withdraw or deny your consent to receive such visitors at any time.

To be informed (or have your support person to be informed, where appropriate) of your visitation rights, including any clinically necessary restriction or limitation on such rights.

To designate a support person who will designate visitors on your behalf, should you be unable to do so.

Security To be free from all forms of abuse or harassment. To access protective and advocacy services. To know that restraints will be used only when necessary.

Cultural and Spiritual Values To have your cultural, psychosocial, spiritual, and personal values, beliefs and preferences respected. To have access to pastoral and other spiritual services.

Access to Care To receive care regardless of your age, race, color, national origin, culture, ethnicity, language, socioeconomic status, religion, physical or mental disability, sex, sexual orientation, gender identity or expression, or manner of payment.

To ask for a change of provider or a second opinion.

95025_CCFRPC_Text_ACG.indd 2 12/11/14 1:44 PM Access to Information

To make advance directives and have them followed.

To have your family, or someone else you choose, and your own physician, if requested, be informed of your hospital admission.

To know the rules regulating your care and conduct.

To know that Cleveland Clinic hospitals are teaching hospitals and that some of your caregivers may be in training. To ask your caregivers if they are in training.

To know the names and professional titles of your caregivers.

To have your bill explained and receive information about charges that you may be responsible for, and any potential limitations your insurance policy may place on your coverage.

To be told what you need to know about your health condition after hospital discharge or office visit.

To be informed and involved in decisions that affect your care, health status, services or treatment.

To understand your diagnosis, condition and treatment, and make informed decisions about your care after being advised of material risks, benefits and alternatives.

To knowledgeably refuse any care, treatment or services.

To say “yes” or “no” to experimental treatments and to be advised when a physician is considering you to be part of a medical research program or donor program. All medical research goes through a special process required by law that reviews protections for patients involved in research, including privacy. We will not involve you in any medical research without going through this special process. You may refuse or withdraw at any time without consequence to your care.

To legally appoint someone else to make decisions for you if you should become unable to do so, and have that person approve or refuse care, treatment and services.

To have your family or representative involved in care, treatment and service decisions, as allowed by law.

To be informed of unanticipated adverse outcomes.

To have your wishes followed concerning organ donation, when you make such wishes known, in accordance with law and regulation.

To request a review of your medical chart with your caregivers during your hospital stay.

95025_CCFRPC_Text_ACG.indd 3 12/11/14 1:44 PM Communication To receive information you can understand.

To have access to an interpreter and/or translation services at no charge.

To know the reasons for any proposed change in the attending physicians/professional staff responsible for your care.

To know the reasons for your transfer either within or outside the hospital.

Pain Management To have pain assessed and managed appropriately.

Disclosures To request a listing of disclosures about your healthcare, and to be able to access and request to amend your medical record as allowed by law.

To know the relationship(s) of the hospital to other persons or organizations participating in your care.

Recording and Filming To provide prior consent before the making of recordings, films or other images that may be used externally.

A Message from Your Fellow Patients At a time when you are struggling with illness, Cleveland Clinic may feel overwhelming to you and your loved ones. Many of you did not choose to be in the hospital but found yourself here nonetheless. For others, you sought out the Clinic in an effort to find hope and healing. We have walked in your shoes. We understand that a friendly gesture can alter your entire experience. We understand that having someone point the way can help ease your anxiety. And we understand that simple acts of kindness can alleviate fear and frustration. This guide was designed to ease the burden that some of you may be experiencing. Patients and family members who spent considerable time here in the past have reviewed and contributed to this publication with the goal of making your stay easier. We hope that this guide will serve to facilitate your journey and wish you all the best.

Welcome to Cleveland Clinic from our family to yours.

95025_CCFRPC_Text_ACG.indd 4 12/11/14 1:44 PM Concerns, Complaints or Grievances To receive a reasonably prompt response to your request for services. To be involved in resolving issues involving your care, treatment and services. To express concerns, complaints and/or a grievance to your providing hospital personnel.

YOU MAY DO THIS BY CONTACTING YOUR OMBUDSMAN OFFICE AT: Ashtabula County Medical Center Lakewood Hospital 440.997.6277 216.529.7049

Cleveland Clinic Children’s Lutheran Hospital Hospital for Rehabilitation 216.363.2360 216.444.2544 Marymount Hospital Cleveland Clinic 216.587.8888 216.444.2544 Medina Hospital Euclid Hospital 330.721.5330 216.692.7888 South Pointe Hospital Fairview Hospital 216.491.7210 216.476.4424 Cleveland Clinic Florida Hillcrest Hospital (Patient Affairs) 440.312.9140 954.689.5545

Cleveland Clinic Ombudsman Office 9500 Euclid Ave., S18 Cleveland, OH 44195

You also have a right to file a grievance to the following agencies: The Joint Commission’s Office of Quality Monitoring at 800.994.6610; email: [email protected]

OHIO PATIENTS The Ohio Department of Health at 800.342.0553; email: [email protected]; mail address: ODH, PCSU, 246 N. High St., Columbus, OH 43215.

Ohio KePRO Beneficiary Helpline at 800.589.7337 to report a quality-of-care concern, disagreement with a coverage decision or to appeal a discharge decision for a Medicare beneficiary; mail quality of care complaint letters to Ohio KePRO, Rock Run Center, Suite 100, 5700 Lombardo Center Dr., Seven Hills, OH 44131.

FLORIDA PATIENTS To file a complaint: Agency for Health Care Administration Office of Quality Monitoring 2727 Mohan Drive The Joint Commission Tallahassee, FL 32308 One Renaissance Boulevard 888.419.3456 Oakbrook Terrace, IL 60181 800.994.6610

95025_CCFRPC_Text_ACG.indd 5 12/11/14 1:44 PM What to Expect Communicating with your healthcare team Call button Bedside reporting Healthcare team members – Your caregivers Pain management Medications in the hospital Hospital environment As a patient, your Concerns about your healthcare Notice of privacy responsibilities are...

Provision of Pertinent Information To give us complete and accurate information about your health, including your medical history and all medications you are taking.

To inform us of changes in your condition or symptoms, including pain.

Asking Questions and Following Instructions To let us know if you do not understand the information we give you about your condition or treatment.

To speak up. Communicate your concerns to any employee as soon as possible – including any member of the patient care team, manager, administrator or ombudsman.

Refusing Treatment and Accepting Consequences To follow our instructions and advice, understanding that you must accept the consequences if you refuse.

Explanation of Financial Charges To pay your bills or make arrangements to meet the financial obligations arising from your care.

Following Rules and Regulations To follow our rules and regulations.

To keep your scheduled appointments, or let us know if you are unable to keep them.

To leave your personal belongings at home or have family members take all valuables and articles of clothing home while you are hospitalized.

Respect and Consideration To be considerate and cooperative.

To respect the rights and property of others.

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95025_CCFRPC_Text_ACG.indd 7 12/11/14 4:35 PM 95025_CCFRPC_Text_ACG.indd 6 12/11/14 1:44 PM What to Expect Communicating with your healthcare team Call button Bedside reporting Healthcare team members – Your caregivers Pain management Medications in the hospital Hospital environment Concerns about your healthcare Notice of privacy

95025_CCFRPC_Text_ACG.indd 7 12/11/14 4:35 PM Communicating with Your Healthcare Team Call Button Good communication between you and your healthcare team is necessary to help them A call button is a button found around a hospital bed that allows patients in the hospital to give you the best care. We want you to take part in all decisions about your healthcare. contact a caregiver if they need help. When the button is pressed, a signal alerts a caregiver Please tell us about any special needs you may have so that we can help you recover as that you need help. quickly as possible. Contacting Your Healthcare Team When You Need Help Ask Questions If you need help, use the call button in your room to contact your healthcare team. For example, press the call button if you need help getting to the bathroom or need a bedpan. Your healthcare team will talk with you about your condition and go over your schedule of treatments or tests so that you know what is planned. When you are admitted to your room, your healthcare team will show you how to use the call button. We want you to have all the information you need to understand your condition and be able to help with your own care. Please ask questions about your health. This can help you If you have an urgent need, please let your healthcare team know. make educated decisions and better deal with your condition. They will come immediately. It is easy to forget what you have been told or lose track of questions you want to ask. We If it is not urgent, you may have to wait. Keep in mind, your caregivers may be suggest you write down any questions as you think of them so you can ask them the next helping another patient at the moment, but they will respond as soon as possible. time you see your doctor or nurse. Your healthcare team will check in with you regularly to see to your needs. They’ll listen to Family Spokesperson your concerns and help with your personal needs. And they’ll answer your questions in a way you can understand. Patients often find it very helpful to have one person act as their spokesperson or someone who can speak for them. We encourage you to choose one trusted family member or friend to help with communication while you’re in the hospital. Appointing this person will help protect your privacy, too. This person can keep your family and close friends informed on how you are doing.

Tell Us How to Refer to You Bedside Reporting Let your team know what you would like to be called (whether it is Mr. or Mrs., a nickname, One of the ways we make sure all of your needs are being met is through “bedside reporting.” or even Rob instead of Robert). We call it that because your nurses will talk with you about your care in your room. Know what procedures you have scheduled and make sure your healthcare providers tell When your nurses are changing shifts, they will meet with you to: you what they plan to do before you agree to a procedure. • Introduce your new nurse Please tell us if you ever think we may have you confused with another patient. • Talk about what has been happening during your stay When your providers enter the room, they will ask you your name and birthday so that we • Go over your treatment plan can be sure we have the right person. We have to do this for your safety, so please do not • Answer any questions you may have be alarmed if we ask you more than once. We also will check your wristband before you receive any medications, treatments or tests. Bedside reporting works because it is personal and increases your safety. It gives you and your family the chance to understand all that is happening and to be more involved Purposeful Hourly Rounding in your care. An important part of providing you with excellent care and service is something called Before each bedside report: “hourly rounding.” A nurse will visit you every hour. During this time we will be: 1. Your nurses will ask you which members of your family or visitors may be present with • Keeping an eye on your comfort and pain you during the meeting. Personal and sensitive information may be discussed – including medical history, treatment plan, test results and diagnoses – so we want to make sure we • Helping you move and change positions are protecting your privacy. • Helping you get to the bathroom 2. Think about any concerns and questions you have and write them down. 8 9

95025_CCFRPC_Text_ACG.indd 8 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 9 12/11/14 1:45 PM Call Button A call button is a button found around a hospital bed that allows patients in the hospital to contact a caregiver if they need help. When the button is pressed, a signal alerts a caregiver that you need help.

Contacting Your Healthcare Team When You Need Help If you need help, use the call button in your room to contact your healthcare team. For example, press the call button if you need help getting to the bathroom or need a bedpan. When you are admitted to your room, your healthcare team will show you how to use the call button.

If you have an urgent need, please let your healthcare team know. They will come immediately. If it is not urgent, you may have to wait. Keep in mind, your caregivers may be helping another patient at the moment, but they will respond as soon as possible.

Your healthcare team will check in with you regularly to see to your needs. They’ll listen to your concerns and help with your personal needs. And they’ll answer your questions in a way you can understand.

Bedside Reporting One of the ways we make sure all of your needs are being met is through “bedside reporting.” We call it that because your nurses will talk with you about your care in your room. When your nurses are changing shifts, they will meet with you to: • Introduce your new nurse • Talk about what has been happening during your stay • Go over your treatment plan • Answer any questions you may have

Bedside reporting works because it is personal and increases your safety. It gives you and your family the chance to understand all that is happening and to be more involved in your care. Before each bedside report: 1. Your nurses will ask you which members of your family or visitors may be present with you during the meeting. Personal and sensitive information may be discussed – including medical history, treatment plan, test results and diagnoses – so we want to make sure we are protecting your privacy. 2. Think about any concerns and questions you have and write them down. 9

95025_CCFRPC_Text_ACG.indd 9 12/11/14 1:45 PM Know Who Is Taking Care of You Cleveland Clinic is a teaching hospital, so you will meet many people who are involved in your care. Each healthcare provider will introduce themselves and will be wearing a photo ID badge. If you are not sure who someone is or what they do, please ask. Although several team members may handle different parts of your care, only one doctor is in charge of your care. If you are not sure which doctor is in charge of your care, please ask.

(Detailed below,(Detailed left tobelow, right.) left to right.)

HealthcareHealthcare Team TeamMembers Members – Your – CaregiversYour Caregivers

POSITIONPOSITION UNIFORMUNIFORM DESCRIPTIONDESCRIPTION POSITION UNIFORM DESCRIPTION

HOSPITALHOSPITAL Dark BlueDark Scrubs Blue Scrubs A hospital Atech hospital will perform tech will X-rays perform in yourX-rays room in your if your room doctor if your recommends doctor recommends NURSE White Your nurse will work with your doctor, along with the entire caregiver team, TECHNOLOGISTTECHNOLOGIST that you shouldthat you not should leave yournot leave room your or if roomyou are or inif youintensive are in care.intensive care. to organize and deliver your care. You can expect your nurse to listen to your needs, explain your care and communicate with respect.

RED COATRED COAT Red CoatRed Coat Red CoatsRed provide Coats support, provide direction, support, anddirection, solutions and forsolutions our patients, for our guests patients, guests PCNA/CT Green Scrubs The Patient Care Nursing Assistant (PCNA) and/or Clinical Technician (CT) and employees.and employees. Red Coats Red are oftenCoats theare faceoften that the greetsface that and greets comforts and andcomforts and will work closely with your nurse to care for you and help you with your daily the hands thethat hands assist, that with assist, compassion, with compassion, dignity and dignity respect. and respect. needs and activities.

PATIENTPATIENT Green ShirtGreen / Shirt / Patient TransportersPatient Transporters are here to are take here you to and take your you visitorsand your to visitorsand from to and from DIETITIAN White Lab Coat A Registered Dietitian will visit you when you have problems with your diet, TRANSPORTATIONTRANSPORTATION Khaki PantsKhaki Pants various areasvarious by wheelchair, areas by wheelchair, stretcher orstretcher bed. Their or bed. goal Theiris to delivergoal is theto deliver best the best eating issues or nutrition questions. Nutrition care may involve a physical transport experiencetransport experience with the greatest with the comfort, greatest safety comfort, and safety care. and care. examination, nutrition assessment and diet education. Your dietitian will work with you to develop a state-of-the-art nutrition plan that meets your needs.

PT/OT/RESPIRATORYPT/OT/RESPIRATORY Black ScrubsBlack Scrubs A hospital Atherapist hospital maytherapist visit yourmay roomvisit your to help room you to with help breathing, you with breathing, walking walking REGISTRATION Black Uniform A Patient Access Services Financial Counselor will visit with you to get your or everydayor activitieseveryday toactivities make sure to make you are sure able you to are be ableindependent. to be independent. registration and insurance information and collect your copayment if you Your doctorYour will doctor decide will if you decide need if thisyou assistance.need this assistance. have not gone through the registration process yet.

An EnvironmentalAn Environmental Services Caregiver Services willCaregiver visit your will roomvisit your three room times three a times a The Health Unit Coordinator (HUC) is usually seated at the main desk of the ENVIRONMENTALENVIRONMENTAL Light Blue/DarkLight Blue/Dark Blue Blue HUC Black Vest day, for a morningday, for a hospitality morning hospitality visit, a thorough visit, a roomthorough cleaning room and cleaning an and an unit. You can expect the HUC to meet, greet and assist you and your visitors afternoon afternoonhospitality hospitality visit. They visit. will askThey if willyou askhave if anyyou housekeepinghave any housekeeping at all points of your hospital stay. He or she will answer your call light over needs or anyneeds other or needs.any other Their needs. goal Theiris to begoal certain is to bethat certain each thatpatient’s each patient’s an intercom and communicate your needs to the nursing staff. room is ALWAYSroom is clean. ALWAYS clean.

PHARMACY In addition to delivering medications to your bedside, Pharmacy Technicians Dark BlueDark Jacket Blue Jacket VolunteersVolunteers offer compassionate offer compassionate support and support encouragement and encouragement while you whileare you are Caribbean VOLUNTEERVOLUNTEER may ask you about your medications and possible side effects. If you have hospitalizedhospitalized by helping by at helpingmealtime, at mealtime,stocking supplies stocking in supplies your room in your and, room and, TECHNICIAN Blue Scrubs questions about your medications, the pharmacy tech will contact a most importantly,most importantly, engaging inengaging conversation in conversation and other andactivities other toactivities improve to improve pharmacist for you. your well-being.your well-being.

FOOD SERVICESFOOD SERVICES Tan and BlackTan and Black Your Food YourServices Food worker Services will worker deliver will your deliver tray. Theyyour tray.comfort, They help comfort, and help and A phlebotomist will draw your blood and take it to the lab while you are in PHLEBOTOMY care. Pleasecare. feel Please free to feel ask free your to food ask serviceyour food worker service any worker questions any questionsyou have you have Grey or Red Scrubs the hospital. Phlebotomists are often the first contact patients will have about yourabout food. your food. during their hospital stay. Phlebotomists contribute greatly to providing the laboratory services necessary for treatment, good care and a positive patient experience. DOCTORDOCTOR White LabWhite Coat Lab Coat Doctors coordinateDoctors coordinate and manage and your manage day-to-day your day-to-day care while care you whileare in youthe are in the hospital byhospital working by closely working with closely the entire with thecaregiver entire team.caregiver Your team. doctor Your will doctor will ADMINISTRATOR be responsiblebe responsible for your care for –your from care hospital – from admission hospital admission until discharge. until discharge. Suit/Business Attire The Administrator manages day-to-day hospital operations. With assistance from the medical and support caregivers, they ensure that patients are receiving world-class care.

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95025_CCFRPC_Text_ACG.indd95025_CCFRPC_Text_ACG.indd 10 10 95025_CCFRPC_Text_ACG.indd12/11/14 1:4512/11/14 PM 1:45 PM 11 12/11/14 1:45 PM KnowKnow Who Who Is Taking Is Taking Care Care of Youof You ClevelandCleveland Clinic Clinic is a teachingis a teaching hospital, hospital, so you so willyou meetwill meet many many people people who whoare areinvolved involved in in youryour care. care. Each Each healthcare healthcare provider provider will introducewill introduce themselves themselves and andwill bewill wearing be wearing a photo a photo ID badge.ID badge. If you If areyou notare surenot surewho whosomeone someone is or iswhat or what they theydo, pleasedo, please ask. ask. AlthoughAlthough several several team team members members may mayhandle handle different different parts parts of your of your care, care, only onlyone onedoctor doctor is is in chargein charge of your of your care. care. If you If areyou notare surenot surewhich which doctor doctor is in ischarge in charge of your of your care, care, please please ask. ask.

POSITIONPOSITION UNIFORMUNIFORM DESCRIPTIONDESCRIPTION

NURSENURSE WhiteWhite Your nurseYour willnurse work will with work your with doctor, your doctor, along withalong the with entire the caregiverentire caregiver team, team, to organizeto organize and deliver and deliver your care. your Yo care.u can Yo expectu can expectyour nurse your tonurse listen to tolisten your to your needs,needs, explain explain your care your and care communicate and communicate with respect. with respect.

PCNA/CTPCNA/CT GreenGreen Scrubs Scrubs The PatientThe Patient Care Nursing Care Nursing Assistant Assistant (PCNA) (PCNA) and/or and/orClinical Clinical Technician Technician (CT) (CT) will workwill closely work closely with your with nurse your tonurse care to for care you for and you help and you help with you your with daily your daily needs needsand activities. and activities.

DIETITIANDIETITIAN WhiteWhite Lab Coat Lab Coat A RegisteredA Registered Dietitian Dietitian will visit will you visit when you youwhen have you problems have problems with your with diet, your diet, eating eatingissues issuesor nutrition or nutrition questions. questions. Nutrition Nutrition care may care involve may involve a physical a physical examination,examination, nutrition nutrition assessment assessment and diet and education. diet education. Your dietitian Your dietitian will workwill with work you with to youdevelop to develop a state-of-the-art a state-of-the-art nutrition nutrition plan that plan meets that meets your needs.your needs.

REGISTRATIONREGISTRATION Black BlackUniform Uniform A PatientA Patient Access Access Services Services Financial Financial Counselor Counselor will visit will with visit you with to youget yourto get your registrationregistration and insurance and insurance information information and collect and collectyour copayment your copayment if you if you have nothave gone not through gone through the registration the registration process process yet. yet.

The HealthThe Health Unit Coordinator Unit Coordinator (HUC) (HUC)is usually is usually seated seated at the atmain the desk main of desk the of the HUC HUC Black BlackVest Vest unit. Youunit. can You expect can expectthe HUC the to HUC meet, to greetmeet, and greet assist and youassist and you your and visitors your visitors at all pointsat all pointsof your of hospital your hospital stay. He stay. or sheHe orwill she answer will answer your call your light call over light over an intercoman intercom and communicate and communicate your needs your needsto the tonursing the nursing staff. staff.

PHARMACYPHARMACY CaribbeanCaribbean In additionIn addition to delivering to delivering medications medications to your to bedside, your bedside, Pharmacy Pharmacy Technicians Technicians TECHNICIANTECHNICIAN Blue ScrubsBlue Scrubs may askmay you ask about you yourabout medications your medications and possible and possible side effects. side effects. If you haveIf you have questionsquestions about yourabout medications, your medications, the pharmacy the pharmacy tech will tech contact will contact a a pharmacistpharmacist for you. for you.

A phlebotomistA phlebotomist will draw will your draw blood your andblood take and it taketo the it tolab the while lab youwhile are you in are in PHLEBOTOMYPHLEBOTOMY Grey orGrey Red or Scrubs Red Scrubs the hospital.the hospital. Phlebotomists Phlebotomists are often are the often first the contact first contact patients patients will have will have during duringtheir hospital their hospital stay. Phlebotomists stay. Phlebotomists contribute contribute greatly greatly to providing to providing the the laboratorylaboratory services services necessary necessary for treatment, for treatment, good care good and care a positiveand a positive patient patient experience.experience.

ADMINISTRATORADMINISTRATOR Suit/BusinessSuit/Business Attire Attire The AdministratorThe Administrator manages manages day-to-day day-to-day hospital hospital operations. operations. With assistance With assistance from thefrom medical the medical and support and support caregivers, caregivers, they ensure they ensure that patients that patients are are receivingreceiving world-class world-class care. care.

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95025_CCFRPC_Text_ACG.indd95025_CCFRPC_Text_ACG.indd 11 11 12/11/1412/11/14 1:45 PM 1:45 PM Pain Management If you are in pain, please tell us! Good pain management requires a close partnership between you and your caregivers. If your pain is not under control, we want to know. Please tell your nurse or your doctor, or ask to talk to the nurse manager on your unit. Please know that if you ask for help to relieve your pain, we will not think that you are a complainer, a “bother,” or that you might have a drug addiction. Asking for medication as soon as the pain begins helps keep it from getting worse.

Unfortunately, you may have some pain while you are in the hospital. It isn’t always Medications in the Hospital possible to take away all of your pain; a lot depends on your condition. However, we Medications can be an important part of your hospital stay. Feel free to will do all we can to treat your pain safely so that you can be comfortable. This will ask questions about the medications you are given and possible side effects. help you function in a way that is right for you and help you heal more quickly. During your hospital stay, you should always ask three questions about your medications. Also, please tell us: • What are the name(s) of the medication(s)? • Where you feel the pain, how often you feel it and how long it lasts. • Why do I need to take it/them? • What the pain feels like – dull, sharp, cramping, throbbing, burning or stabbing. • What are the possible side effects? • What makes the pain better or worse. • Which pain medications did or did not work for you in the past. Please tell your nurse or doctor if you have any questions about your medications. • If any pain medications have given you unacceptable side effects, such as constipation, nausea/vomiting, itching or extra sleepiness. Hospital Environment • Which over-the-counter products, home remedies, herbal supplements, Quiet Environment teas, vitamins and other products you are taking. Many of our rooms are semi-private, with two patients in each room. Each patient has a • What kind of pain you have had with past surgeries or hospital admissions. phone, television and separate closet. There is a curtain that can be pulled for privacy. • What pain medications you have taken in the past week, months and year. There can be a lot of hustle and bustle in the hospital and it can be noisy. Your team will try • The name, prescribed dosage, reason for taking and how much you actually to limit noise as much as they can while you recover, especially at night. take of ALL medications. (Please bring a list and leave the actual medications at home) Let them know if it’s too loud for you and they’ll do what they can to reduce the noise. • If you have ever had an allergic reaction (such as itching, rashes or trouble breathing) to any medications. We follow “HUSH” (Help Us Support Healing) guidelines between 9 p.m. and 7 a.m. to help you rest in a quiet environment: Our Pain Relief Plan for you is to: • An overhead announcement will let you know when the quiet hours begin. • Reach a level of comfort and function that is right for you. • Lights will be dimmed. • Give you pain medications according to your needs. • Your door will be closed with your permission, and we ask that you try not to play • Use other proven methods of pain relief, such as heat, ice, repositioning and massage. music too loud or watch TV too late at night, especially if you have a roommate. Ask if headphones are available for the TV. • Have a regular discussion about how the Pain Relief Plan is working for you. Remind friends or family who visit to keep the noise level down, since others may be After leaving the hospital: sleeping. Please avoid late-night conversations or phone calls. Thank you for helping • CALL if you think you are having a bad reaction to your pain medication. us make sure you and all other patients can get the rest they need. • CALL if your pain medication stops working. We will limit nighttime interruptions as much as possible, but please understand that • CALL and ask which new medications you can and cannot take along we will be checking on you during the night to make sure you are okay. In addition, it’s with your pain medications, especially over-the-counter pain-relieving drugs. sometimes necessary to wake you up during the early morning for a blood test so that your doctor has the test results early enough. That way, changes can be made to your treatment, • Some patients avoid pain medications due to worries about addiction. if needed. This is unlikely for pain medications delivered during a hospital stay.

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95025_CCFRPC_Text_ACG.indd 12 95025_CCFRPC_Text_ACG.indd1/5/15 9:42 AM 13 12/11/14 1:45 PM Medications in the Hospital Medications can be an important part of your hospital stay. Feel free to ask questions about the medications you are given and possible side effects. During your hospital stay, you should always ask three questions about your medications. • What are the name(s) of the medication(s)? • Why do I need to take it/them? • What are the possible side effects? Please tell your nurse or doctor if you have any questions about your medications.

Hospital Environment Quiet Environment Many of our rooms are semi-private, with two patients in each room. Each patient has a phone, television and separate closet. There is a curtain that can be pulled for privacy. There can be a lot of hustle and bustle in the hospital and it can be noisy. Your team will try to limit noise as much as they can while you recover, especially at night. Let them know if it’s too loud for you and they’ll do what they can to reduce the noise. We follow “HUSH” (Help Us Support Healing) guidelines between 9 p.m. and 7 a.m. to help you rest in a quiet environment: • An overhead announcement will let you know when the quiet hours begin. • Lights will be dimmed. • Your door will be closed with your permission, and we ask that you try not to play music too loud or watch TV too late at night, especially if you have a roommate. Ask if headphones are available for the TV. Remind friends or family who visit to keep the noise level down, since others may be sleeping. Please avoid late-night conversations or phone calls. Thank you for helping us make sure you and all other patients can get the rest they need. We will limit nighttime interruptions as much as possible, but please understand that we will be checking on you during the night to make sure you are okay. In addition, it’s sometimes necessary to wake you up during the early morning for a blood test so that your doctor has the test results early enough. That way, changes can be made to your treatment, if needed.

95025_CCFRPC_Text_ACG.indd 13 12/11/14 1:45 PM Room Accommodations and Patient Safety Television Phone Wireless access Visiting hours Visitor’s badge Preventing falls Fire drills and emergencies Activate a rapid response team/Medical emergency team

Clean Environment All caregivers wash their hands or use waterless hand cleanser between patients and while doing different tasks for patients. We encourage you to ask your caregivers if they have washed their hands. A clean environment helps keep you safe as you recover. Your room and bathroom will be cleaned regularly, but the housekeeping staff will try not to disturb you. If you need anything cleaned up (for instance, if you spilled something), ask your nurse to contact the housekeeping staff.

Concerns About Your Healthcare Your feedback helps us to improve our patient care and services. Your healthcare team wants to know about any concerns you have during your stay. And they will do their best to help address any problems. Good communication with your healthcare team often helps to solve problems right when they occur. If you have a concern or problem, we recommend that you first address it with the person or department where it occurred. You also can ask to speak with a manager or supervisor who will make sure your concern is addressed. If you still need help, you can always ask to speak to our Ombudsman Office (see Your Rights and Responsibilities for details on reaching this office), which will keep a record of your concern and help you resolve it confidentially. Please let us know what we can do it improve your stay with us.

Notice of Privacy Your privacy is important to us. We follow the Health Insurance Portability Accountability Act (HIPAA) privacy standards. To view a copy of Cleveland Clinic’s Notice of Privacy Practices, please ask at the registration desk or visit our website at www.clevelandclinic.org.

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95025_CCFRPC_Text_ACG.indd 14 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 15 12/11/14 1:45 PM Room Accommodations and Patient Safety Television Phone Wireless access Visiting hours Visitor’s badge Preventing falls Fire drills and emergencies Activate a rapid response team/Medical emergency team

95025_CCFRPC_Text_ACG.indd 15 12/11/14 1:45 PM Television Televisions are provided to all patients. Ask your nurse if you have questions on how to use yours.

Phone There is a telephone at each bedside, except in the Intensive Care Unit (ICU). Patients and visitors are asked to respect the privacy of roommates when using phones. A label on each phone describes how to make local and long distance calls.

Visiting Hours Cleveland Clinic has a 24-hour visitation policy. We understand your desire to have family and friends visit, but we also need to have an environment that supports healing and rest. There may be times when visitation may need to be limited, such as: • When you are having certain procedures • When a visit interferes with your care or the care of the other patient in a shared room Wireless • When a visitor is causing trouble Cleveland Clinic provides Internet access points at no charge in areas throughout the • When there are too many visitors in your room hospital and nearby buildings for guests who have devices that can receive wireless • When there is a chance that you could pick up an infection from a visitor signals. You will be able to get on the Internet when you are near an access point. • When a visitor could get an infection from you Guests are expected to use the wireless access in a legal and responsible manner. • When you or your roommate needs privacy or rest By using the wireless access network at Cleveland Clinic, the user acknowledges that he ⁄ she is subject to, and agrees to abide by, all laws, and all rules and regulations of the State of Ohio, If visitors must be limited, they can wait in the nearest family/guest lounge and take turns and the federal government that is applicable to Internet use. visiting you. Visitors may be asked to wait in the lounge when care is being provided to you Typically the wireless connection, CC-Public, will automatically be detected by your device, or the other patient in a shared room. or you can connect manually through your device’s Wi-Fi settings. Visitor’s Badge Cleveland Clinic has a Visitor Photo Badging System in its regional hospitals (except for Florida). Adult visitors need to show a valid photo ID to enter the hospital at night and on weekends. They are given a badge that shows their name and photo, room destination, and expiration date (extended badges are available). The badge must be worn on the outermost clothing. Visitors who are unable to provide ID will not be denied entrance once the visit is confirmed, but they will be photographed. More information about the badging hours and policies at each Cleveland Clinic hospital can be found in the hospital’s amenity guide in the back pocket of this folder.

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95025_CCFRPC_Text_ACG.indd 16 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 17 12/11/14 1:45 PM Visiting Hours Cleveland Clinic has a 24-hour visitation policy. We understand your desire to have family and friends visit, but we also need to have an environment that supports healing and rest. There may be times when visitation may need to be limited, such as: • When you are having certain procedures • When a visit interferes with your care or the care of the other patient in a shared room • When a visitor is causing trouble • When there are too many visitors in your room • When there is a chance that you could pick up an infection from a visitor • When a visitor could get an infection from you • When you or your roommate needs privacy or rest

If visitors must be limited, they can wait in the nearest family/guest lounge and take turns visiting you. Visitors may be asked to wait in the lounge when care is being provided to you or the other patient in a shared room.

Visitor’s Badge Cleveland Clinic has a Visitor Photo Badging System in its regional hospitals (except for Florida). Adult visitors need to show a valid photo ID to enter the hospital at night and on weekends. They are given a badge that shows their name and photo, room destination, and expiration date (extended badges are available). The badge must be worn on the outermost clothing. Visitors who are unable to provide ID will not be denied entrance once the visit is confirmed, but they will be photographed. More information about the badging hours and policies at each Cleveland Clinic hospital can be found in the hospital’s amenity guide in the back pocket of this folder.

95025_CCFRPC_Text_ACG.indd 17 12/11/14 1:45 PM Preventing Falls Hospital Services and Patient Healthcare While people can fall anywhere, falls happen most often in unfamiliar places, such as a Care Management hospital room. You can be injured if you fall. Even if you are not at risk for falling, please Food services let us help you when you need to walk or go to the bathroom. Nutrition consultation If you are at high risk for falling, the hospital staff will give you a yellow wristband and Pastoral/spiritual care will provide you with extra help during your hospital stay. Partners in safety Here are some ways to reduce your risk of falling: Hospital identification badges • Call for help when you need to get up or go to the bathroom. Patient identification wristbands Do not try to get up and walk by yourself. • Keep all the items you need within your reach, including your call button. Allergy wristbands If you cannot reach something, please call for help. Personal medications • Always use your walker, cane, crutches, brace or any other devices you have. Smoking • Wear non-skid footwear, such as rubber-soled slippers or socks. Preventing blood clots • Go slowly when getting out of the bed or chair so that you don’t get dizzy. Language and interpretive services • When you are in the bathroom, use the grab bars to help yourself sit and stand. Deaf and hard of hearing services • Make sure you know where the call button is located in the bathroom. MyChart If you fall: Advance directives • Try to remain calm. Volunteer services • Call for help. If you are near a call button, please press it. Access to your medical record • Don’t get up, because you may be injured. Stay where you are and wait for help. CaringBridge Fire Drills and Emergencies Hospitals have to conduct fire drills on all shifts and in all buildings. For your safety, Cleveland Clinic performs more than the required number of drills. We do not evacuate the hospitals in event of a fire, as our floors, walls, doors and other building components are designed to protect occupants and keep fire and smoke isolated. In the event of a fire alarm, remain calm and listen to any announcements from hospital staff.

Activate a Rapid Response / Medical Emergency Team If you are worried about your or your family member’s medical condition, speak to your nurse. You may ask them to contact the physician. If you are still concerned, you may activate the Rapid Response/Medical Emergency Team. These critical response teams are staffed with medical specialists available to help you and your main medical team when you may be getting sicker and need to be seen right away. We will give you information on how to activate the team when you are admitted. When you activate a rapid response/medical emergency team please be ready to tell the team your concerns.

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95025_CCFRPC_Text_ACG.indd 18 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 19 12/11/14 1:45 PM Preventing Falls Hospital Services and Patient Healthcare While people can fall anywhere, falls happen most often in unfamiliar places, such as a Care Management hospital room. You can be injured if you fall. Even if you are not at risk for falling, please Food services let us help you when you need to walk or go to the bathroom. Nutrition consultation If you are at high risk for falling, the hospital staff will give you a yellow wristband and Pastoral/spiritual care will provide you with extra help during your hospital stay. Partners in safety Here are some ways to reduce your risk of falling: Hospital identification badges • Call for help when you need to get up or go to the bathroom. Patient identification wristbands Do not try to get up and walk by yourself. • Keep all the items you need within your reach, including your call button. Allergy wristbands If you cannot reach something, please call for help. Personal medications • Always use your walker, cane, crutches, brace or any other devices you have. Smoking • Wear non-skid footwear, such as rubber-soled slippers or socks. Preventing blood clots • Go slowly when getting out of the bed or chair so that you don’t get dizzy. Language and interpretive services • When you are in the bathroom, use the grab bars to help yourself sit and stand. Deaf and hard of hearing services • Make sure you know where the call button is located in the bathroom. MyChart If you fall: Advance directives • Try to remain calm. Volunteer services • Call for help. If you are near a call button, please press it. Access to your medical record • Don’t get up, because you may be injured. Stay where you are and wait for help. CaringBridge Fire Drills and Emergencies Hospitals have to conduct fire drills on all shifts and in all buildings. For your safety, Cleveland Clinic performs more than the required number of drills. We do not evacuate the hospitals in event of a fire, as our floors, walls, doors and other building components are designed to protect occupants and keep fire and smoke isolated. In the event of a fire alarm, remain calm and listen to any announcements from hospital staff.

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95025_CCFRPC_Text_ACG.indd 18 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 19 12/11/14 1:45 PM Care Management The Care Management team of registered nurses (transitional care coordinators) and social workers is Your physician may have ordered a specific diet for you while you are a patient. here to help you and your family create a plan for your care and assist you with any discharge planning Additional information will be provided during your stay. The most common diet needs you may have. orders are as follows:

A transitional care coordinator can help you: Carb-Controlled Diet: A diet containing servings from all food groups. Carbohydrate foods are • Manage your care during your hospital stay counted at each meal. This diet will help to control your blood sugar, help maintain or achieve • Plan for your care at discharge a desirable weight and help prevent health problems related to diabetes. • Plan for the healthcare help you may need at home Sodium-Controlled Diet: A diet restricted in the amount of sodium (salt) consumed. This diet is • Plan for your move to another facility, if needed, such as Acute Rehab, Skilled or intended to prevent excessive fluid retention and may help control high blood pressure. Intermediate Care Nursing Facilities, Assisted Living, Hospice or Palliative Care Renal Diet: A diet managing protein, sodium, potassium, phosphorus and fluids. This diet is Your transitional care coordinator also can discuss other issues, such as coordination with your designed for both pre-dialysis and dialysis patients. insurance, programs to help you with your medications, advance directives and community resources. Low Fat & Low Cholesterol Diet: The low fat and low cholesterol diet is intended to prevent If you or your family would like to speak to a transitional care coordinator manager, elevations in blood levels of fat and cholesterol. please ask your nurse. Fiber Restricted Diet: A diet restricted in fiber (roughage) consisting of foods easily digested. Often ordered to prevent or reduce GI distress in most patients.

Nutrition Consultation The Clinical Dietitians are members of the healthcare team who care for your nutrition needs. The dietitians are available to answer questions, provide diet consultations designed just for you and/or arrange for an outpatient appointment after you are discharged from the hospital.

Commonly Asked Questions Will my meals taste bland? Not at all – our cooks work hard to make your food tasty and enjoyable. Your medication and/or diet restrictions may alter your taste buds. However, you may request salt, pepper or a special seasoning packet if your diet allows.

What if I get hungry between meals? There are items available on each patient care unit if you would like a snack between meals. Please check with your nurse to ask for a snack.

Who do I contact if I have a concern about Patient Food Services? Please ask your nurse or your host/hostess to have a member of the Food and Nutrition Services Department visit you.

Where can my visitors eat? The cafeteria is open every day for visitors and staff dining. We offer a variety of choices Food Services to satisfy everyone’s dietary needs. Please ask a member of the Food Service team or your It is our goal to provide wholesome, nourishing and well-balanced meals that will help in nurse for directions to our dining location(s) and hours of operation. your treatment and recovery. We make every effort to provide nutritious meals prepared to your satisfaction. We are pleased to offer an exciting and innovative meal service for your dining pleasure. As a patient, you will select your meal choices at your bedside with the help of a host/hostess. This process provides you: • Immediate service and satisfaction • Spoken meal selections at bedside for each meal • Personal service delivered by a host/hostess

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95025_CCFRPC_Text_ACG.indd 20 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 21 12/11/14 1:45 PM Your physician may have ordered a specific diet for you while you are a patient. Additional information will be provided during your stay. The most common diet orders are as follows:

Carb-Controlled Diet: A diet containing servings from all food groups. Carbohydrate foods are counted at each meal. This diet will help to control your blood sugar, help maintain or achieve a desirable weight and help prevent health problems related to diabetes.

Sodium-Controlled Diet: A diet restricted in the amount of sodium (salt) consumed. This diet is intended to prevent excessive fluid retention and may help control high blood pressure.

Renal Diet: A diet managing protein, sodium, potassium, phosphorus and fluids. This diet is designed for both pre-dialysis and dialysis patients.

Low Fat & Low Cholesterol Diet: The low fat and low cholesterol diet is intended to prevent elevations in blood levels of fat and cholesterol.

Fiber Restricted Diet: A diet restricted in fiber (roughage) consisting of foods easily digested. Often ordered to prevent or reduce GI distress in most patients.

What if I get hungry between meals? There are items available on each patient care unit if you would like a snack between meals. Please check with your nurse to ask for a snack.

Who do I contact if I have a concern about Patient Food Services? Please ask your nurse or your host/hostess to have a member of the Food and Nutrition Services Department visit you.

Where can my visitors eat? The cafeteria is open every day for visitors and staff dining. We offer a variety of choices to satisfy everyone’s dietary needs. Please ask a member of the Food Service team or your nurse for directions to our dining location(s) and hours of operation.

95025_CCFRPC_Text_ACG.indd 21 12/11/14 1:45 PM Partners in Safety We want you to take an active role in your safety. According to our policies, your caregivers will ask you for your name and birthday every time they care for you. We do this to make sure you have a safe outcome while you are in the hospital. Please review these hospital safety policies and talk to your doctor or nurse if you have any questions. Hospital Identification Badges All employees who come into contact with you should be wearing a photo identification badge with their name and job title. Feel free to ask to see the badge if it is not visible.

Patient Identification Wristbands Please wear your wristband at all times and check to see that your name is spelled correctly. Hospital employees should always call you by your correct name.

Allergy Wristbands Tell your physician and healthcare staff about food, latex, medication or other allergies you may have. Patients with medication allergies are given a red wristband.

Pastoral / Spiritual Care Personal Medications Tell the staff about any medications you are taking, including prescriptions, vitamin Chaplains are here to help with the spiritual and emotional needs you and your family may supplements, herbals and over-the-counter medications. have when you are in the hospital. Chaplains respect your dignity and privacy. They do not force beliefs or religious practices on you. They are caring listeners who have been trained to help with your special needs as a hospital patient and those of your family. They work with the healthcare team so that your Smoking spiritual needs, as well as your medical needs, are addressed. Cleveland Clinic is a tobacco-free campus. Tobacco use is not allowed on the hospital campus, medical buildings or at any family How to Request a Chaplain health centers, including parking lots. Our staff of caring chaplains is available to provide support, guidance and advice to you and your family. Anyone can request a chaplain’s visit – you, a family member, your clergy, Our staff will give education on how to stop your doctor or a member of the hospital staff. Chaplains make drop-in visits to patient smoking to patients who smoke and offer rooms as time permits, but always respond to a request. We are happy to help arrange a prescription nicotine-replacement treatment, visit from clergy of a specific faith or from your own pastor, priest, rabbi or imam. if necessary. Information on how to contact your hospital’s chaplain service can be found in the amenity guide in the back pocket of this folder or you can ask your nurse to help you contact the office.

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95025_CCFRPC_Text_ACG.indd 22 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 23 12/11/14 1:45 PM Partners in Safety We want you to take an active role in your safety. According to our policies, your caregivers will ask you for your name and birthday every time they care for you. We do this to make sure you have a safe outcome while you are in the hospital. Please review these hospital safety policies and talk to your doctor or nurse if you have any questions. Hospital Identification Badges All employees who come into contact with you should be wearing a photo identification badge with their name and job title. Feel free to ask to see the badge if it is not visible.

Patient Identification Wristbands Please wear your wristband at all times and check to see that your name is spelled correctly. Hospital employees should always call you by your correct name.

Allergy Wristbands Tell your physician and healthcare staff about food, latex, medication or other allergies you may have. Patients with medication allergies are given a red wristband.

Personal Medications Tell the staff about any medications you are taking, including prescriptions, vitamin supplements, herbals and over-the-counter medications.

Smoking Cleveland Clinic is a tobacco-free campus. Tobacco use is not allowed on the hospital campus, medical buildings or at any family health centers, including parking lots. Our staff will give education on how to stop smoking to patients who smoke and offer prescription nicotine-replacement treatment, if necessary.

95025_CCFRPC_Text_ACG.indd 23 12/11/14 1:45 PM Language and Interpretive Services Cleveland Clinic provides free language interpretation to patients. Please tell the registration or nursing staff if you will need such services.

Deaf and Hard-of-Hearing Services Sign language interpretation is available at no charge. Please tell the registration or nursing staff if you will need these services. Volume-controlled telephones and Telecommunications Devices for the Deaf (TDD) services also are available.

MyChart MyChart is a secure, online health tool that connects you to parts of your medical record any time. You can view test results, renew prescriptions, schedule appointments and more. Sign up for MyChart at www.clevelandclinic.org/mychart or ask at your next office visit.

Advance Directives Advance directives are documents you create to describe what medical treatment you do or do not want to receive if you are ever unable to communicate. You have the right to make an advance directive, such as a Durable Power of Attorney for Healthcare (DPOA), and to choose someone you trust to make your healthcare decisions for you if you are unable. Discuss advance directives with your family, doctors, nurses and cleric while you are alert Preventing Blood Clots and feeling well. Please bring any advance directives you have with you to the hospital. Because you are in the hospital and are not as active as you usually are, you have a If you have a DPOA at home but did not bring a copy with you, please have a family member greater chance of developing a deep vein thrombosis (DVT), also known as a blood clot. or friend provide us with a copy to maintain in your medical record. If you cannot provide Your caregivers may take a few steps to prevent a DVT, including: us with a copy, we can help you to create a new document while you are here. Please ask your bedside nurse for further information. Compression stockings You may need to wear compression stockings on your legs while you are in the hospital. Volunteer Services Compression stockings, also known as T.E.D. hose, are tight at the ankle, and less tight as they Cleveland Clinic volunteers are ambassadors who promote a rich tradition of excellence go up the leg. They cause gentle compression (or pressure) on your leg. by strengthening the link between the medical team, patient and family. Ambassadors Most compression stockings are worn just below the knee, although thigh-high stockings are are dedicated to reassuring anxious patients and their loved ones by providing sometimes prescribed. Compression stockings should be snug but not too tight. companionship, comfort and support. Your nurse will only take them off to look at your skin and when it’s time for you to bathe. Volunteers provide patients with a cheerful visit or offer complimentary magazines, The stockings should be worn at all other times. blankets, activity books or comfort items from the hospitality cart. Volunteers also deliver mail, packages, flowers and electronic greeting cards directly to your hospital room. Compression sleeves You may also need to wear intermittent compression sleeves on your calves while you are If you would like any of these services or items, please dial the hospital operator and ask in the hospital. for the Volunteer Services Department. Intermittent compression sleeves inflate every 20 to 60 seconds and make it feel like your Access to Your Medical Records calves are being massaged. This helps improve blood flow and prevents clots. If you would like to review your medical records during your stay, please ask your These sleeves are a very important part of your care. Please wear them when you are resting caregivers. We will make every effort to help accommodate your request within reason. in bed or sitting in a chair, and when you are sleeping. Tell your nurse if you do not feel the sleeves inflating. The sleeves will be removed when you bathe.

Anticoagulants Anticoagulants, sometimes called blood thinners, are used to prevent blood clots. They are usually given as an injection, or shot, in your belly or arm. There are several different types of anticoagulants, including heparin, low molecular weight heparin (also known as lovenox) or fondaparinux (Arixtra). These injections are given once, twice, or even three times a day, depending on which anticoagulant your doctor chooses.

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95025_CCFRPC_Text_ACG.indd 24 95025_CCFRPC_Text_ACG.indd12/11/14 1:45 PM 25 12/11/14 1:45 PM Language and Interpretive Services Cleveland Clinic provides free language interpretation to patients. Please tell the registration or nursing staff if you will need such services.

Volunteer Services Cleveland Clinic volunteers are ambassadors who promote a rich tradition of excellence by strengthening the link between the medical team, patient and family. Ambassadors are dedicated to reassuring anxious patients and their loved ones by providing companionship, comfort and support. Volunteers provide patients with a cheerful visit or offer complimentary magazines, blankets, activity books or comfort items from the hospitality cart. Volunteers also deliver mail, packages, flowers and electronic greeting cards directly to your hospital room. If you would like any of these services or items, please dial the hospital operator and ask for the Volunteer Services Department.

Access to Your Medical Records If you would like to review your medical records during your stay, please ask your caregivers. We will make every effort to help accommodate your request within reason.

95025_CCFRPC_Text_ACG.indd 25 12/11/14 1:45 PM Preparing for Discharge Going home Follow up care Center for Connected Care Prescriptions Checking up on you after discharge Survey Financial billing

CaringBridge What is CaringBridge? CaringBridge is a service that lets you create a personal, protected online site where you or someone you choose can post updates about your condition. You can connect, share and receive support, hope and encouragement from friends and family. The site also allows a planner to organize helpful tasks, such as friends or family bringing meals or taking care of pets. CaringBridge is for anyone facing any health condition, big or small, and is available for as long as you need it. To create your community of support, go to CaringBridge.org.

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95025_CCFRPC_Text_ACG.indd 26 12/11/1495025_CCFRPC_Text_ACG.indd 1:46 PM 27 12/11/14 1:46 PM Preparing for Discharge Going home Follow up care Center for Connected Care Prescriptions Checking up on you after discharge Survey Financial billing

95025_CCFRPC_Text_ACG.indd 27 12/11/14 1:46 PM Going Home Prescriptions We want to make sure you have all the help and resources you need when you get home. Your Our pharmacists are part of your healthcare team. Filling all of your prescriptions at a Cleveland Clinic doctor may have already talked to you about what will happen once you are discharged, or sent pharmacy ensures all of your information is in our secure, computerized profile system. home, from the hospital. But it is important to plan for discharge as soon as possible. Here is how our pharmacists can help improve your care: You will need to plan ahead so someone can drive you home. Ask your nurse to let you know the • We help make the most of your pharmacy budget by working with insurance companies usual discharge time so you can let your driver know when to be available. and physicians to find the least expensive, most effective medicines for you. An important part of your care after you leave the hospital is discharge planning, which links you • We accept most major prescription drug plans and coupons, vouchers and discount cards whenever possible. and your family to the following services: • We stock hard-to-find and specialized medications. • Plan for your care at discharge HERE ARE THE LOCATIONS OF OUR PHARMACIES: • Home healthcare • Homemaker services Main Campus • Medical equipment Euclid Avenue Pharmacy 9211 Euclid Ave., on the first floor of Visitor Parking Garage #1: 216.444.2100 • Day care programs Crile Pharmacy • Meal programs 2049 E. 100th St., on the second floor of the “A” Building: 216.445.7400 • Nursing home placement Children’s Hospital & Surgical Center Pharmacy 2070 E. 90th St., in the “P” Building: 216.444.9525 • Counseling Taussig Cancer Center Pharmacy • Rehabilitation services 2010 E. 90th St., first floor of the “R” Building: 216.445.2124 • Support groups Family Health Centers/Outpatient Facilities • Legal services Beachwood Pharmacy • Financial assistance 26900 Cedar Road, on the first floor, Beachwood: 216.839.3270 For more information about discharge planning, ask your nurse to help you contact your Independence Ambulatory Pharmacy Transitional Care Coordinator. 5001 Rockside Road, Crown Center 2, Independence: 216.986.4610 Your nurse will go over instructions with you when you are ready to be discharged. You will North Coast Cancer Center Pharmacy receive a Discharge Plan/Hospital Summary that contains important information about your 417 Quarry Lakes Dr., Sandusky: 419.609.2845 hospital stay, symptoms to watch for and instructions on your follow-up care. Please go over these Richard E. Jacobs Pharmacy instructions with your nurse and those who will help you at home. 33100 Cleveland Clinic Blvd., Avon: 440.695.4100 Stephanie Tubbs Jones Community Health Center Pharmacy Follow Up Care 13944 Euclid Ave., East Cleveland: 216.767.4200 Strongsville Pharmacy Why should I make an early appointment for follow-up after discharge? 16761 Southpark Center, No.1009, on the first floor, Strongsville: 440.878.3125 When you are discharged, you may receive a lot of information. It can be difficult to remember it all. Twinsburg Pharmacy Please check to see if a follow-up appointment has been made for you. If not, please call to 8701 Darrow Road, Twinsburg: 330.888.4200

schedule one as soon as you can. Willoughby Hills Pharmacy The transition to discharge is an important part of your care. Your personal physician can help 2550 SOM Center Road, first floor lobby of North Building, Willoughby Hills: 440.516.8620 you with this transition, as well as adjusting medications and arranging tests that may be needed after you are discharged. Community Hospitals

It is important to follow the plan in your Discharge Plan/Hospital Summary so that you don’t Fairview Health Center Pharmacy have to be re-admitted to the hospital. Your personal physician has a key role in managing your 18099 Lorain Ave., Cleveland: 216.476.7119

care to prevent such readmissions. Marymount Family Pharmacy 12000 McCracken Road, Suite 150, Garfield Heights: 216.587.8822 Center for Connected Care Medina Ambulatory Pharmacy Keeping patients connected to the highest quality care as they make the transition from the hospital 1000 East Washington Road, Medina: 330.721.5490 to home or a post-acute care facility is the goal of Cleveland Clinic’s Center for Connected Care. The center provides a full continuum of care so that patients can recover from illnesses or injuries in the very Florida best location for their individual needs. Each day, our center’s 500 caregivers from home and transitional Weston Pharmacy care provide services for 12,000 patients. Our multispecialty team includes home care, hospice, mobile 2950 Cleveland Clinic Blvd., on the first floor: 954.659.6337 primary care physician group practice, home infusion pharmacy, home respiratory therapy, skilled nursing facilities (SNF), home palliative medicine and emerging transitional care programs. For more For Prescription Refills Mailed to Your Home

information, visit clevelandclinic.org/connectedcare. Cleveland Clinic Home Delivery Pharmacy: 1.855.276.0885

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95025_CCFRPC_Text_ACG.indd 28 95025_CCFRPC_Text_ACG.indd12/11/14 1:46 PM 29 12/11/14 1:46 PM Prescriptions Our pharmacists are part of your healthcare team. Filling all of your prescriptions at a Cleveland Clinic pharmacy ensures all of your information is in our secure, computerized profile system. Here is how our pharmacists can help improve your care: • We help make the most of your pharmacy budget by working with insurance companies and physicians to find the least expensive, most effective medicines for you. • We accept most major prescription drug plans and coupons, vouchers and discount cards whenever possible. • We stock hard-to-find and specialized medications.

HERE ARE THE LOCATIONS OF OUR PHARMACIES: Main Campus

Euclid Avenue Pharmacy 9211 Euclid Ave., on the first floor of Visitor Parking Garage #1: 216.444.2100

Crile Pharmacy 2049 E. 100th St., on the second floor of the “A” Building: 216.445.7400

Children’s Hospital & Surgical Center Pharmacy 2070 E. 90th St., in the “P” Building: 216.444.9525

Taussig Cancer Center Pharmacy 2010 E. 90th St., first floor of the “R” Building: 216.445.2124

Family Health Centers/Outpatient Facilities

Beachwood Pharmacy 26900 Cedar Road, on the first floor, Beachwood: 216.839.3270

Independence Ambulatory Pharmacy 5001 Rockside Road, Crown Center 2, Independence: 216.986.4610

North Coast Cancer Center Pharmacy 417 Quarry Lakes Dr., Sandusky: 419.609.2845

Richard E. Jacobs Pharmacy 33100 Cleveland Clinic Blvd., Avon: 440.695.4100

Stephanie Tubbs Jones Community Health Center Pharmacy 13944 Euclid Ave., East Cleveland: 216.767.4200

Strongsville Pharmacy 16761 Southpark Center, No.1009, on the first floor, Strongsville: 440.878.3125

Twinsburg Pharmacy 8701 Darrow Road, Twinsburg: 330.888.4200

Willoughby Hills Pharmacy 2550 SOM Center Road, first floor lobby of North Building, Willoughby Hills: 440.516.8620

Community Hospitals

Fairview Health Center Pharmacy 18099 Lorain Ave., Cleveland: 216.476.7119

Marymount Family Pharmacy 12000 McCracken Road, Suite 150, Garfield Heights: 216.587.8822

Medina Ambulatory Pharmacy 1000 East Washington Road, Medina: 330.721.5490

Florida

Weston Pharmacy 2950 Cleveland Clinic Blvd., on the first floor: 954.659.6337

For Prescription Refills Mailed to Your Home

Cleveland Clinic Home Delivery Pharmacy: 1.855.276.0885

95025_CCFRPC_Text_ACG.indd 29 12/11/14 1:46 PM Checking on You After Discharge Your safety is important to us. If you are discharged to your home, you will receive a phone call, two to four days after you leave the hospital, from a caregiver checking on your recovery. Be sure you ask us any questions you may have about your recovery.

Survey Our goal is to give every patient the best outcome and experience. You can help. You may receive a survey in the mail asking about your hospital stay. If you receive one, we’d like you to complete it. It asks you to evaluate your recent hospital stay. You can tell us what we did right and what we can do better.

Please know that the survey is perfectly voluntary and completely confidential. After we take note of your answers and comments, they will become part of a confidential research registry being used to improve patient satisfaction. Confidentiality protections include information storage on a password-protected server with access limited to personnel within the Office of Patient Experience. Satisfaction ratings and comments may be displayed on our internet webpage, however, the information will be completely anonymous and no patient names will be displayed. Staying Connected If you have any questions about the survey, please call 866.616.6062. On our website clevelandclinic.org, you can find health news and tips Financial Billing from Cleveland Clinic on Twitter and Facebook. We are here to help with billing and insurance concerns. Here is what to do if you > On Twitter twitter.com/clevelandclinic, get quick, trustworthy information and insights. have questions or need assistance: > On Facebook facebook.com/clevelandclinic, share experiences, ask questions, • First, call the telephone number listed on your billing statement. Please have your patient learn about conditions and enjoy fun wellness tips. account number, located in the upper right hand corner of your billing statement, available to enter into the Interactive Voice Response system. Community Connection • All of our account representatives are trained to help you and answer your concerns, as well as Cleveland Clinic is committed to helping you make good health and wellness provide excellent customer service. If you feel that your concerns were not answered or that you did not receive excellent customer service, please ask to speak to a supervisor. choices. We invite you and your family to take advantage of the many programs in your community. For a calendar of health programs, screenings and resources, You will receive a monthly bill on the same day each month, until your account go to clevelandclinic.org/communityevents. is paid in full. Cleveland Clinic Center for Consumer Health Information (CCHI) helps patients and Details of the Summary of Financial Assistance can be found on the informational sheet located in the public achieve better health by providing health information. Among the ways the back pocket of this guide. we accomplish this mission: The CCHI website (www.clevelandclinic.org/health), which provides original consumer health information, including nearly 3,000 health information documents, podcasts, videos, learning modules, an online learning center and a symptom checker;

Health information kiosks, which are located throughout main campus and at several family health centers.

We welcome your feedback. You can send it to [email protected].

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95025_CCFRPC_Text_ACG.indd 30 95025_CCFRPC_Text_ACG.indd12/11/14 1:46 PM 31 12/11/14 1:46 PM Staying Connected On our website clevelandclinic.org, you can find health news and tips from Cleveland Clinic on Twitter and Facebook. > On Twitter twitter.com/clevelandclinic, get quick, trustworthy information and insights. > On Facebook facebook.com/clevelandclinic, share experiences, ask questions, learn about conditions and enjoy fun wellness tips.

Community Connection Cleveland Clinic is committed to helping you make good health and wellness choices. We invite you and your family to take advantage of the many programs in your community. For a calendar of health programs, screenings and resources, go to clevelandclinic.org/communityevents. Cleveland Clinic Center for Consumer Health Information (CCHI) helps patients and the public achieve better health by providing health information. Among the ways we accomplish this mission: The CCHI website (www.clevelandclinic.org/health), which provides original consumer health information, including nearly 3,000 health information documents, podcasts, videos, learning modules, an online learning center and a symptom checker;

Health information kiosks, which are located throughout main campus and at several family health centers.

We welcome your feedback. You can send it to [email protected].

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South Pointe Hospital Amenity Guide

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94388_CCFRPC_SouthPointe_ACG.indd 2 12/9/14 9:52 AM Dear Patient,

Thank you for choosing South Pointe Hospital, a Cleveland Clinic hospital, for your healthcare needs. We are committed to making your time here comfortable.

We understand that this may be a time of anxiety for you and your loved ones, and we are here to help you in any way we can. This comprehensive hospital amenity guide contains useful information for you while you are here at South Pointe. Feel free to take notes and add reminders throughout this guide. Remember to take this guide home and bring it with you for future doctor appointments, tests or hospital visits. Throughout your stay, please feel free to discuss any concerns you may have with your physicians and caregivers.

On behalf of our physicians and staff, we thank you for choosing South Pointe Hospital for your care. Our highly skilled physicians and staff will strive to make your visit an excellent healthcare experience.

Sincerely,

Bob Juhasz, DO President, South Pointe Hospital

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94388_CCFRPC_SouthPointe_ACG.indd 2 12/9/14 9:52 AM Welcome

South Pointe Hospital, a Cleveland Clinic hospital, is a 174-bed acute care, community teaching hospital serving Cleveland’s southeast suburbs since 1957. The hospital is dually accredited by the Joint Commission and the American Osteopathic Association. It is located on Harvard Road, just minutes from I-480 and the I-271 Harvard interchange. One of eight Cleveland Clinic Community Hospitals, South Pointe is one of the largest osteopathic teaching hospitals in Ohio. It is the site of the Center for Osteopathic Regional Education (CORE) in Northeast Ohio for the Ohio University Heritage College of Osteopathic Medicine. The medical staff of 360 physicians includes a blend of allopathic and osteopathic medicine. A satellite facility is located at Sagamore Hills Medical Center. Important Numbers If you are calling from your hospital room, dial 4 and then the last four digits of the number. Main Line: 216.491.6000 Central Scheduling: 216.636.8000 Ombudsman: 216.491.6299 Pastoral Care: 216.491.7738 Patient Access Services/Admitting: 216.491.7192 Patient Information: 216.491.7258 Pharmacy: 216.491.7165 Room Service: 216.491.3663 Care Management/Social Work: 216.491.7263 Volunteers: 216.491.6303 Website: southpointehospital.org

94388_CCFRPC_SouthPointe_ACG.indd 4 12/9/14 9:52 AM Welcome Finding Your Way

South Pointe Hospital, a Cleveland Clinic hospital, is a 174-bed acute care, Driving Directions community teaching hospital serving Cleveland’s southeast suburbs since 1957. From the North/Northeast The hospital is dually accredited by the Joint Commission and the American • Take I-271 South to Exit 28B Harvard Osteopathic Association. It is located on Harvard Road, just minutes from I-480 • Turn right on Harvard and the I-271 Harvard interchange. • Travel four blocks (past six lights) One of eight Cleveland Clinic Community Hospitals, South Pointe is one of the largest • South Pointe Hospital is 500 feet after Warrensville Center Road, on the left osteopathic teaching hospitals in Ohio. It is the site of the Center for Osteopathic From the South/Southeast Regional Education (CORE) in Northeast Ohio for the Ohio University Heritage College • Take I-271 North to Exit 28B Harvard of Osteopathic Medicine. The medical staff of 360 physicians includes a blend of • Turn left on Harvard allopathic and osteopathic medicine. A satellite facility is located at Sagamore Hills • Take four blocks (past six lights) Medical Center. • South Pointe Hospital is 500 feet after Warrensville Center Road, on the left Important Numbers From the West (from Hopkins International Airport) If you are calling from your hospital room, dial 4 and then the last four digits of • Take I-480 East to Exit 25B Warrensville Center Road (North) the number. • Travel north two miles • Turn left on Harvard Road Main Line: 216.491.6000 • South Pointe is immediately on the left Central Scheduling: 216.636.8000 Ombudsman: 216.491.6299 Pastoral Care: 216.491.7738 Patient Access Services/Admitting: 216.491.7192 Patient Information: 216.491.7258 Pharmacy: 216.491.7165 Room Service: 216.491.3663 Care Management/Social Work: 216.491.7263 Volunteers: 216.491.6303 Website: southpointehospital.org

94388_CCFRPC_SouthPointe_ACG.indd 5 12/9/14 9:52 AM Travel, Transportation & Parking

Bus Regional Transit Authority (RTA) stops at Warrensville Center Road in front of South Pointe Hospital. Bus schedules are available at our welcome desks. For more information, contact RTA at 216.621.9500.

Taxi To arrange for a cab, call 216.623.1500.

Shuttle Services Outpatient Transport Services This free shuttle service is available to transport ambulatory patients living within a 5-mile radius of the hospital. Appointments may be made Monday-Friday from 9 a.m.-3 p.m. Call 216.797.4014 for more information.

Parking Locations Convenient and free parking is available for hospital patients and visitors in lot A4 (Building A) and lots B6 and B8 (Building B). Parking is monitored by closed circuit television and patrolled 24 hours a day by security. For your convenience, a free shuttle service is available to escort patients and guests between Building A and Building B weekdays from 6 a.m.-6 p.m.

Parking Rates Parking is free.

Wheelchairs Wheelchairs are available for use on the South Pointe Hospital campus at all drop-off entrances.

94388_CCFRPC_SouthPointe_ACG.indd 6 12/9/14 9:52 AM Accommodations & Services

Wireless Access Cleveland Clinic provides Internet access points at no charge in areas throughout the hospital and nearby buildings for guests who have devices that can receive wireless signals. You will be able to get on the Internet when you are near an access point. Guests are expected to use the wireless access in a legal and responsible manner. By using the wireless access network at Cleveland Clinic, the user acknowledges that he/she is subject to, and agrees to abide by, all laws, and all rules and regulations of the State of Ohio, and the federal government that is applicable to Internet use. Typically the wireless connection, CC-Public, will automatically be detected by your device, or you can connect manually through your device’s Wi-Fi settings.

South Pointe Hospital Laboratory Our full-service, nationally recognized laboratory is equipped to perform testing quickly and accurately. Most testing is done at the hospital. (Specialized testing is sent to Cleveland Clinic’s main campus.) You’ll need to bring a valid order, less than one–year old, from a licensed physician. Results are delivered to your physician when the test is completed. Outpatient Laboratory: 216.491.7252

Spiritual Services The Chaplain’s Role Chaplains respect your dignity and privacy. They do not impose beliefs or religious practices. They are caring listeners who have been trained to help with your special needs as a hospital patient and those of your family. They work with the healthcare team so that your spiritual needs, as well as your medical needs, are addressed. How to Request a Chaplain Our staff of caring chaplains is available to provide support, guidance and counsel to you and your family. Chaplains visit patients and families daily until 9 p.m. To request a chaplain visit, please call 216.491.7738 or extension 47738. Chapel Our Chapel is located on the first floor of Building B and is always open to patients, their families and visitors. Services A list of worship services is posted outside the Chapel and in several other locations throughout the hospital.

94388_CCFRPC_SouthPointe_ACG.indd 7 12/9/14 9:52 AM Banking An ATM is located on the first floor of Building B, near the Café at the Pointe.

Guided Imagery Guided Imagery headsets and players are available on each unit to provide comfort and to help with insomnia, pain or anxiety. The nurses can provide a unit to any patient upon request.

Visitor’s Badging Cleveland Clinic has a Visitor Photo Badging System in its regional hospitals. Adult visitors need to produce show a valid photo ID to enter the hospital after normal visiting hours. Visitors are given a badge that shows their name and photo, room destination and expiration date (extended badges are available). It must be worn on the outermost clothing. Visitors who are unable to provide ID will not be denied entrance once the visit is confirmed, but they will be photographed. South Pointe Hospital Badging Hours are 8 p.m.-4 a.m. daily.

Ombudsman The Ombudsman is the liaison between South Pointe Hospital and the patient in resolving problems that may arise during the course of treatment. We recommend that patients first attempt to address their concerns with the department in which the problem occurred. If you do not reach a resolution with the person providing your care, we encourage you to contact the department manager or supervisor. If these attempts are unsatisfactory, call our Ombudsman Office at 216.491.6299. Presenting a complaint does not in itself compromise a patient’s future access to care.

94388_CCFRPC_SouthPointe_ACG.indd 8 12/9/14 9:52 AM Amenities & Dining

Dining Cafeteria Building B – Located on the ground floor Open 8 a.m.-1:30 p.m. Monday–Friday, with hot foods served for breakfast from 8-10 a.m.; lunch from 11 a.m.-1:30 p.m.

Café at the Pointe Located in the Commons area in Building B, our coffee kiosk is a mini café providing a full line of coffee, bagels, yogurt, fruit and ready-to-go sandwiches. It is open daily from 6:30 a.m.-7:30 p.m.

Inpatient Meals We want to make your stay with us as convenient and enjoyable as possible, and we are very pleased to offer Fresh Request, a distinctive room service dining experience. Fresh Request room service dining provides you with a variety of chef-prepared meals and allows you to select the time you would like to dine. Fresh Request room service ordering is available from 6:15 a.m.-10:15 p.m. Simply call 216.491.3663 or extension 43663 to order your meals. We will deliver your selection to your room within 45 minutes. You may also order guest meals for family or friends at a nominal fee.

Vending Machines Vending machines are located in the cafeteria of Building B. They offer a variety of healthy snacks and beverages.

Shopping at South Pointe Hospital South Pointe Hospital’s gift shop is open daily and offers a variety of gift items, cards, magazines and balloons. The gift shop is staffed entirely by volunteers. Gift Shop B Location: Commons 216.491.5441 or extension 45441

Newspaper Please enjoy a complimentary Plain Dealer that will be delivered every morning during your stay.

Calendar of Events The South Pointe Hospital Calendar of events can be found online at southpointehospital.org, under “News and Events.”

94388_CCFRPC_SouthPointe_ACG.indd 9 12/9/14 9:52 AM Welcome To Warrensville Heights

Dining Olive Garden: 216.765.0621 26000 Harvard Road, Beachwood 2.2 miles from the hospital Panera Bread: 216.910.1090 4301 Richmond Rd, Warrensville Heights 3.5 miles from the hospital Winking Lizard Tavern: 216.831.3488 25380 Miles Road, Bedford 3.5 miles from the hospital

Hotels Clarion Hotel: 216.831.5150 26300 Chagrin Boulevard, Beachwood 3.3 miles from hospital Cleveland Marriott East: 216.378.9191 26300 Harvard Road, Warrensville Heights Ask for the Cleveland Clinic Special Rates. 2.4 miles from hospital Hilton Cleveland East: 216.464.5950 3663 Park East Drive, Beachwood 3.27 miles from hospital

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94388_CCFRPC_SouthPointe_ACG.indd 2 12/9/14 9:52 AM South Pointe Hospital 20000 Harvard Rd., Warrensville Heights, OH 44122 216.491.6000 southpointehospital.org

REV. 12/14

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