Welcome to Hartford You have come to the region’s leading tertiary medical ­center with a world class medical staff, supported by over 7,000 extraordinary nurses and staff members . While you are here we will each do everything we can to ensure that your stay is as comfortable as possible .

Hartford Hospital is the major affiliated with the University of Medical School, serving the New England region . Our reputation for providing complex and innovative care to those in need is built on a foundation of excellence in patient care, teaching and research . Our high-quality programs have continually been recognized for excellence by the Federal Government, U .S . News and World Report, Solucient, Blue Cross/Blue Shield and the National Cancer Institute, to name a few .

Hartford Hospital performed the first successful heart trans­plant in the state, and pioneered the use of robotics in surgery . We maintain the only Level I Table of Contents in the region, and operate the state’s only air ­ambulance system, LIFE STAR . Visitor Information . . . . 2 Our medical staff is the finest in the state . Many of our physicians enjoy national reputations as being among the Your Stay ...... 3 – 13 most experienced practitioners in their fields . Our nursing Patient Safety ...... 3 staff is also superbly trained and attentive . Our entire team of professionals takes great pride in the quality of Your Care Team ...... 6 the care we provide and in the integrity of our institution . Your Room & Meals ...... 9 We are here first and­for emost to meet your needs and expectations . We welcome your ­suggestions so that we Handicap Accessibility ...... 9 can continually improve our services . Available Services ...... 10 If you have questions, please speak with your nurse or Preparing for Home ...... 12 call your Patient Advocate at 860 545. 140. 0 .

Financial Services ...... 13 I wish you the best on your journey to physical and emotional healing . Family & Visitors . . 14 – 15

Dining Services ...... 14

Gift Shop ...... 14

ATM Machine ...... 14

Lodging ...... 15

What You Need to Know . . . 16 - 19

Patient Rights & Responsibilities . . 16

Interpreter Services ...... 17 Jeffrey A . Flaks Patient Privacy ...... 17 President & CEO, Hartford Hospital

Advance Directives ...... 19

Our Commitment . . . . 20

Notes, Questions and/or Instructions ...... 21-24 HARTFORD HOSPITAL 1 Contact Information Tobacco-Free To ask about a patient who may be Environment staying at the hospital, contact Smoking is a major pre- Patient Information: 860 545. 500. 0 ventable cause of disease and death . Your providers care about you and the health of those around you . A tobacco-free environment helps us ensure that we are doing all we can to promote the health of everyone on our campus .

Your health care team will work with you to help you cope with a tobacco-free environment and/or quit if you use tobacco products . Please ask your doctor or nurse to help you find the help you need .

Visiting Hours Noon to 8pm • Do not smoke: Smoking is hazardous Hartford Hospital respects, protects, and to your health and those around you . promotes patient rights . Visitation rights For assistance: include the right for patients to receive • Speak with your physician about medica- visitors that they have designated unless tions that might be available to help their presence infringes on others rights, you quit . safety or is medically or therapeutically contraindicated . Patients also have the right • Call the QUITLINE at 1 .866 .END .HABIT or to withdraw permission for a person to • Hartford Hospital Stop Smoking for Life visit . Designated visitors can be a spouse, at 860 545. .3127 a domestic partner (including a same-sex domestic partner), another family member, or a friend . A support person may make this Mobile Phones in a designation on your behalf, if appropriate . Hospital Environment An adult, other than the patient, is respon- The use of sible for supervising children under the age of wireless commu- 16 who are visiting and must not leave them nication devices alone anywhere . is prohibited in critical areas If you or your support person believes that where patients your visitation rights have been violated, are dependent please contact Patient Relations at on monitor- 860 545. 1400. . ing for life support, as well as in locations where patients are receiving therapy . Individuals with respiratory infections or a contagious condition should not visit patients In an emergency, wireless communication in the hospital . devices should be kept at least 10 feet away from any piece of medical equipment . Hartford Hospital asks visitors not to send or Wireless communication devices may be bring latex toy balloons to the hospital because used in non-patient areas such as stairways, some people are allergic to latex. lobbies, the cafeteria, conference rooms, offices or outside on campus grounds .

2 A Guide for Patients, Families & Friends YOUR STAY AT HARTFORD HOSPITAL

and that you understand what it is for . Make Patient Safety sure staff checks your identification bracelet Hartford Hospital Patients Safety Guide prior to giving you medications . Every member of your health care team at Hartford Hospital is committed to making Ask questions about your discharge your stay with us as safe as possible . We ask medications patients and families to part­ner with us so we When you receive a prescription from your can provide the best possible care . doctor, make sure you can read it — if you If you have questions or concerns about can’t read it, your pharmacist may not be able patient safety at Hartford Hospital, please let to either . Be sure you know the proper dosage us know . Your caregiver is your advocate, so and how and when to take the medication . he or she should be the first person involved . For example, some medications should not be We encourage you to ask questions about taken with food, while others should be taken what your caregivers are doing and why . with food . If you feel your caregiver does not address Make sure you understand when and how your safety concerns, please contact the often to take your medications . If the instruc- nursing unit manager . You may also contact tions state to take the medication three times the Patient Safety Office at 860 545. .2625 . a day, find out if that means every eight hours, or three times during waking hours . Family and friends Ask about any possible side-effects the medi- Alerting your family and friends to your con- cation may have . dition can help them advocate for you if you are unable to provide your own information Report any changes to your doctor or nurse or speak up for yourself . They may also be Your doctor and nurse need to know about able to alert medical staff to changes in your any changes in your condition or new symp- condition . Ask for help when you need it . toms to help make an accurate diagnosis and assist in managing any problems . If you feel Check your name bracelet that something has changed in your condition, Check your name bracelet to make sure all alert your caregivers . Speak up . information is accurate and readable . If some- thing is incorrect or cannot be read, please tell Make sure you understand your your nurse . Make sure your caregivers check discharge instructions your identification bracelet and verify that When it is time to leave the hospital, it you are the correct patient prior to giving you is important that you understand your medications, drawing blood, giving you any discharge plan to ensure your continued treatment, or before taking you for a test . safety and comfort . Ask your doctor — or the physician assistant, APRN, or resident Know about medication safety working with your physician — to clearly Tell caregivers about all of the medications explain the plan of treatment you are to you are taking, including vitamins, over- follow after your hospital stay . the-counter drugs (aspirin, antacids, pain relievers, etc ). and even herbal supplements You should receive your instructions in or “natural” products . These can all have writing from your nurse, but if you don’t, unwanted effects when combined with medi- ask for them to be written out for you . cations or anesthesia . Make sure your instructions tell you what medications you need to take and when Familiarize yourself with the name, color and you may resume normal activities . It is also size of the medications you are taking in the important to make sure you are aware of any hospital . Ask questions about the medications dietary restrictions you should follow . Ask if so you know why you are on them, if there you will need a follow-up visit with your are any side-effects, and if there are any foods hospital physician or your primary care or activities you should avoid while on the physician, and when you should schedule medication . an appointment . If you do not recognize a medication given to you in the hospital, question the nurse to be certain it is the correct medication for you

HARTFORD HOSPITAL 3 YOUR STAY AT HARTFORD HOSPITAL YOUR STAY AT HARTFORD HOSPITAL

Infection Control Fall Prevention: Protect our patients A fall can be dangerous, possibly leading to an Do you know the best way to prevent hospi- injury and an extension of your hospital stay . tal-acquired infections? Washing your hands . To prevent a fall: Hand hygiene • Wear the double-sided grip slippers or nonskid shoes when out of bed All caregivers at Hartford Hospital are EXPECTED • Notify staff immediately if any to ­perform hand hygiene fluid is spilled on the floor before and after EVERY • Change position slowly when getting out patient encounter . of bed, and wait a few moments before walking away from the bed or chair Follow these steps for infection control: • Be aware of any tubes, drains, or • Wash thoroughly with soap and equipment attached to your body water or use one of the many Purell that might cause you to trip dispensers (waterless hand sanitizers) located throughout our institution . • Do not use mobile objects such as IV poles, over-bed tables or unlocked • Hand sanitizers kill bacteria and wheelchairs to steady yourself viruses, limiting the transfer of these • Request assistance with walking or germs to yourself or your loved ones . getting up if you feel weak, dizzy, • We strongly encourage patients and tired, or uncertain of your ability visitors to ask your caregivers if • Notify the staff immediately if you they have performed hand hygiene almost fall, but catch yourself prior to examining the patient . The nurse assesses your risk of falling when • To further protect our patients we you are admitted to the hospital and then may implement Transmission-Based at least twice daily . If you are determined to Precautions, activated when the health be at high risk of falling, you will be placed care team identifies an organism easily on the hospital’s Fall Prevention Protocol . transmitted on our hands or in the air . • A green triangle will be placed A sign identifying necessary precautions outside of your room and on will be posted at the doorway to alert your stretcher when in transit the health care team to don appropri- ate protective equipment, such as gowns, • A bracelet will be placed on gloves or a mask . All staff entering the your wrist room must take appropriate precautions . While on fall precautions: • If caregivers have neglected to dress • Never get up from the bed or chair with- appropriately or to perform hand hygiene, out staff assistance . “Call before you fall” we strongly encourage all patients and • Allow the staff to remain with you while visitors to remind them to do so . you are in the bathroom as this is where many of our most serious falls occur Infection control is everyone’s responsibility . Always wash your hands . • Never turn off your bed or chair alarm

Please do not hesitate to contact us Do not sit on the side of the bed as you may should any questions or concerns arise slip off; request that staff assist you to a ­during your stay at Hartford Hospital . chair instead .

For more information, call the Hartford Hospital Infection Control Staff, Department of Infectious Diseases at 860.545.2878.

4 A Guide for Patients, Families & Friends YOUR STAY AT HARTFORD HOSPITAL YOUR STAY AT HARTFORD HOSPITAL

soap and water or using the Purell waterless Contact Precautions hand sanitizer located outside of your room . What patients should know about • By wearing gowns and gloves when caring infection prevention and control for you, the staff will protect you, other Why am I on isolation? patients and themselves . Preventing the spread of infection is a primary goal of health care staff at What can I do? Hartford Hospital . • Hand hygiene is the most important thing Certain bacteria or germs are spread easily you can do to minimize your risk of from person to person . These germs can even infection . spread to the equipment used to care for the • Wash your infected person . hands before A test called a culture has been obtained from eating and after you and sent to the lab . This test identified using the one of these easy-to-spread bacteria . bathroom . Based on these lab results, the hospital staff • Visitors should will use special precautions called CONTACT perform hand PRECAUTIONS when caring for you . This is a hygiene by necessary measure to prevent the spread of washing their these bacteria to others . hands or using Purell each time they enter or exit your room . This will help prevent What can I expect? bacteria from spreading and causing • You will be moved into a private room or infections . you may have a roommate with the • Tell relatives and friends not to visit you if same infection . they have a cold or feel sick . • A CONTACT PRECAUTIONS • Remind your visitors that the hospital is not sign will be posted outside an ideal place for children . If children visit, of your room on the door . they should be carefully watched and hand • All hospital staff who enter hygiene should be done at the end of your room are required to the visit . wear a gown and gloves . (Exception: those who pass food trays do not need to wear a gown) . • When staff leaves your room they must remove the gown and gloves and perform hand hygiene by washing their hands with

HARTFORD HOSPITAL 5 YOUR STAY AT HARTFORD HOSPITAL

Hourly Intentional Rounding Your Care Team At Hartford Hospital, we’re committed to Attending Physician hourly intentional rounding . By intentionally Provides medical management and con- rounding on you regularly, our goal is to pro- sultation, ensuring quality, safety and vide you with the best possible experience appropriateness of care . Provides educa- while you’re in the hospital . tion and supervision of resident physician staff . Provides supervision of physician assistants and nurse practitioners .

APRN and PA An advanced practiced registered nurse (APRN) is a registered nurse with advanced academic and clinical experience . A physi- cian assistant (PA) is a medical practitioner with an advanced degree who works under the supervision of a licensed doctor . At Hartford Hospital, these advanced practi- tioners are part of your health care team and work in partnership with the physician team . Working in collaboration with a physician, an APRN and PA provide high-quality, cost-effec- Our goals tive and individualized care for our patients, To provide extraordinary care for every meeting both the acute care and chronic patient, in every interaction, every day . care needs of our patients and families .

Every hour of every day, you should expect Hospitalist the nursing team to talk with you about: If you need to be admitted to Hartford • Your comfort and pain level Hospital for a medical or cardiac problem, your care may be provided by a hospitalist . • Helping you move and change position Many primary care physicians (PCPs) are as needed office-based, and no longer come to the hospi- • Assisting you to the bathroom or to walk in tal regularly to see patients . Instead, they the hallway request that a hospitalist provide care during • Making sure you have everything you need your hospitalization . in a place where you can reach it A hospitalist is a board-certified internal med- • Asking if there is anything else we icine physician who specializes in providing can do for you care to people who require hospitalization . The hospitalist will see you on a daily basis, What does this mean for you, your family, manage your inpatient care, interact with your and your visitors? PCP and consulting physicians, keep you and your family informed and direct your dis- It means we are anticipating your needs and charge plan . monitoring your well being hourly so that you, your family and your visitors can focus Your hospitalist will make certain your PCP on your recovery . receives records of your hospitalization . Please make certain you tell your hospitalist who If at any time during your stay you have any provides your primary care, as well as the concerns, please call the unit manager so we names of the physicians who provide your can address them in a timely manner. specialist care . This will help your hospitalist keep your health care team involved and informed . Please do not hesitate to ask if you have any questions .

6 A Guide for Patients, Families & Friends YOUR STAY AT HARTFORD HOSPITAL

Your hospitalist will not see you again after You may require skilled health care when your discharge from Hartford Hospital . While you are discharged from the hospital . That your primary care physician will be notified care may be provided at a rehabilitation of your hospitalization and discharge, please facility or at home with skilled nursing or make certain you call your PCP to set a therapy services from a home care agency . follow-up appointment . Any prescriptions Your physician and members of the health needed following discharge must come care team can help you determine if you will from your PCP . likely require any of these services . You are encouraged to be an active participant in RN (Registered Nurse) your discharge planning . You may reach Provides nursing care for patients, families your case coordinator at anytime during and significant others throughout your your stay by calling 860 545. 147. 5 . You may hospitalization and in preparation for your also simply inform your nurse that you wish discharge . Helps to plan, organize and direct to speak to your assigned case coordinator . all aspects of your daily care . RNs have special training and experience in caring for Rehabilitation Services your individual needs . The rehabilitation team consists of licensed health care professionals who evaluate, PCA (Patient Care Associate/Nurse’s Aide): diagnose and treat patients who have Performs a variety of services, including conditions that limit their ability to move bathing, toileting, feeding, walking, taking around or to perform functional activities blood samples, performing vital signs (blood in their daily lives . pressure, pulse, temperature) and electrocardiogram (EKG) under the direct • Physical Therapist: develop treatment supervision of the RN . plans to promote the ability to move, reduce pain, restore function and PAA (Patient Administrative Associate/Unit prevent disability Secretary) • Occupational Therapist: customize Greets guests arriving on the nursing unit . strategies for each individual to resolve Assists with meeting patient needs by problems, improve function and support answering patient call bell . Provides secre- everyday living activities tarial support for staff and communicates with all departments . • Speech-Language Pathologist: work with the full range of human communication ESA (Environmental Service Associate/ and its disorders, including speech, Housekeeper) language, cognitive-communication and Performs routine housekeeping, supply swallowing disorders and equipment care . Ensures cleanliness of environment .

Your Case Coordinator Our staff welcomes the opportunity to partner with you and your family during your hospital stay . A case coordinator will be assigned to you and will assist with any discharge planning needs you may have . A case coordinator will begin to review your case within 24 to 48 hours of your admission .

HARTFORD HOSPITAL HOSPITAL 7 YOUR STAY AT HARTFORD HOSPITAL

Respiratory Therapist Pharmacist Uses scientific principles to evaluate, treat Provides pharmaceutical services in and prevent acute or chronic dysfunction collaboration with your doctor and other of the cardiopulmonary system in pediatric caregivers . These services include dispensing and adult populations . Respiratory therapists ­ medications, checking prescriptions for specialize in the promotion of optimum allergies, drug interactions and appropriate cardio­pulmonary function by educating doses, as well as providing other information patients and family members regarding and recommendations regarding your disease ­specific treatment modalities and drug therapy . ­medications to improve their quality of life . Anesthesiologist or Nurse Anesthetist Clinical Social Worker Provides anesthetics (medications to keep Available to all patients, social workers can you comfortable) and makes sure you’re safe assist with per­sonal, ­family, emotional or during surgery . The anesthesiologist also other issues that can result from the stress directs your care right after surgery . In some of illness, injury, a new diagnosis or other cases, certain tasks may be done or assisted conditions in the home, such as ­violence by a nurse anesthetist, a specially or ­addiction . Recognizing that all ­family trained nurse . members and friends can be affected by the hospitalization of a loved one, social workers Patient Relations are also available to ­families . If you wish to Patient Advocates are available to help see a social worker, ask to speak to your unit patients and their family members with social worker or call 860 545. .2966 . any questions, concerns, compliments or problems that they may have during their Registered Dietitian hospital stay . A patient advocate can be Specially trained in the field of nutrition reached by phone at 860 .545 1400. or by fax and diet therapy . Each patient care unit is at 860 .545 1488. . You can e-mail Patient assigned a ­registered dietitian to assist Relations at patient-relations@harthosp org. . with the nutritional care of those patients . We sincerely hope your stay at Hartford Referrals are received for a variety of reasons, Hospital will be as ­pleasant and comfortable including education about special or as possible . restricted diets, poor food intake, and alternate means of nutrition such as tube- Professional Students/Residents feeding or parenteral nutrition . Consults are Hartford Hospital is a teaching facility received from health care team members, that sponsors many professional student patients and family members . Patients may programs . During the course of your stay request a nutritional consult . you may encounter a student in various supervised roles such as nursing, respiratory Chaplain care, nutrition support, etc . These students Provides emotional and spiritual support to are partnered with a professional in their field meet the individualized needs of patients and of study at all times while they are here . family . If you wish to contact a chaplain in any ­religion for any reason, call 860 972. .2251 or Volunteers ask any nurse to do so for you . Hartford Hospital’s excellence depends in large measure upon the quality of those who serve its patients . Important in these ranks are more than 1,000 volunteers who augment and complement the professional staff and extend hospital resources .

8 A Guide for Patients, Families & Friends

YOUR STAY AT HARTFORD HOSPITAL

Hospital Accommodations Non-discrimination Your room In accordance with federal regulations, Your room assignment at Hartford Hospital is Hartford Hospital does not discriminate based upon your admitting diagnosis and the on the basis of gender, race, color, national bed availability on the day of your admission . origin, disability, or age in the admission or Private rooms at Hartford Hospital are based access to, or treatment or employment in, on the clinical needs of patients . its programs or activities . You may contact Hartford HealthCare Office Calling for assistance of Compliance, Audit & Privacy at 1 .855 .HHC . A button to call for assistance is located at OCAP for further information about these your bedside . When you press the button, regulations and our procedure for the resolu- the patient care unit is alerted that you need tion of discrimination complaints . assistance, and a light will flash next to your door . A member of the health care team will respond . Handicap Accessibility Upon admission, patients will be notified Patient Meals of availability of rooms designated to accom- modate the special needs of physically Food & Nutrition Services handicapped person(s) . If such needs are not Important information concerning our menus identified or vocalized upon admission and Our food delivery system requires our present themselves at a later point in the patients to fill out menus one day in advance . patient’s stay, the patient will be transferred Our “Chef’s Special” will replace menus to a unit/room with an accessible bathroom not received in advance of the next day’s as soon as one is available and the transfer meal service . Please ask your caregiver is approved by the patient’s physician . for assistance . For further information, contact Patient If you desire additional food, you may select Relations at 860 545. 140. 0 or the hospital’s one hot entree and one cold entree from the Liaison for Regulations and Accreditation at menu selections . If you desire smaller por- 860 545. .2900 . tions, please write “1/2” within the circled items . Between-meal refreshments or snacks are available from the pantry . Ask your care- Lost & Found giver for details . Please ask your nurse to secure any valuables Prepared Kosher, vegetarian or other special meals in the safe and send your non-essential are available upon request. belongings home with friends or family . Please inform your health caregiver of any On discharge, remember to gather all of your food allergies in your medical history . We can belongings and ask your nurse if anything accommodate your special dietary needs of value was secured in our safe for your accordingly . retrieval . If your belongings are missing, please contact Patient Relations at If you have problems with your food tray, 860 545. 1400. . wish to make changes, or have questions about your diet, you may dial 5-FOOD (5-3663) If something of value is missing, please con- from 5:00 a m. . until 7:00 p m. . tact the Security Department at 860 545. .2147 . You may call the Cashiers Department at 860 545. .2119 to check if you have anything of value in the safe . Hartford Hospital is not responsible for replacing electronic devices such as cell phones, iPods, etc.

HARTFORD HOSPITAL 9 YOUR STAY AT HARTFORD HOSPITAL

For more information about Integrative Medicine at Pain Management Hartford Hospital, please call 860.545.4444 or Hartford Hospital and your caregivers are visit us online at www.harthosp.org/integrativemed ­committed to addressing and managing any Our e-mail is: [email protected] pain issues you may have during your stay . Your caregivers will use a Pain Scale (0 – 10), ranging from zero for no pain to ten for Ethics Consultation Service excruciating pain, to help us assess your and Hartford Hospital’s pain and your response to pain medications . If you are in pain, please call your nurse Ethics Committee for assistance . Hartford Hospital established its Ethics Committee in 1982, one of the first Pain Scale (1–10) in the state to do so . The Ethics Consultation Service serves as a resource for families, patients, hospital staff and physicians in addressing the often difficult medical-ethical issues in health care . The Integrative Medicine Service provides The Ethics Consultation Service attempts to pain management without the use of clarify and resolve ethical dilemmas arising medications . Interventions such as reiki, in the course of patient care . The values and massage, guided imagery and acupuncture preferences of patients and their surrogate may be beneficial to patients . Please refer to decision makers are respected and balanced the Integrative Medicine section for more with the best medical judgments determined information . by physicians to resolve ethical dilemmas . Any employee or patient (or their family Integrative Medicine member or representative) of Hartford Offering compassionate care to heal Hospital may contact the Ethics Consultation body, mind and spirit Service or the Ethics Committee for a formal Integrative Medicine is a philosophy that or informal consultation . Both may be integrates alternative-complementary reached in a variety of ways: (1) During busi- therapies into Western medical practice to ness hours (8:30 a m. . to 4:30 p m. ),. call the improve care and healing . Outcomes have Medical Staff Office at 860 545. .3200; (2) You shown that integrative medicine techniques may also contact the Director of the Ethics help to decrease anxiety, strengthen the Consultation Service, Barbara Bennett Jacobs, immune system, diminish pain and RN, MPH, PhD, by pager at 860 .825 968. 5; (3) accelerate healing . After business hours, contact the hospital page operator who will contact the Team Benefits of our services include: Leader on call; or (4) You may contact the • Relaxation and reduced anxiety Chairperson of the Ethics Committee, • Relief of pain, spasms and soreness Harold Schwartz, MD, at 860 545. 728. 0 . • Improved range of motion and flexibility • Improved digestion and sleep • A general sense of well-being Guided Imagery Therapeutic Massage Art for Healing Integrative Medicine Library Acupuncture Reiki The Integrative Medicine Program is a division of the Cancer Center, but is available hospital-wide .

10 A Guide for Patients, Families & Friends YOUR STAY AT HARTFORD HOSPITAL

Program that provides bereavement counsel- Pastoral Services ing, resources and bereavement support Our Department of Pastoral Services has groups to help those in grief . a staff of chaplains present in the hospital For further information, call 860.972.2290. at all times to fulfill you and your family’s religious and spiritual needs — of any tradi- tion . The chaplain can help you access the Palliative Medicine faith resources you want, provide spiritual guidance or help you to sort out your own Consult Service thoughts and feelings about what is happen- What is Palliative Medicine? ing . For Catholic and Protestant patients, Palliative Medicine is compassionate comfort we can provide pastoral care, rituals and care of the whole patient along with care of sacraments . For persons of the Jewish faith, those who love and care for the patient . It we can provide what is necessary for a emphasizes dignity and quality of life for Shabbat service . A chaplain can contact those living with serious illness . Palliative your pastor, priest, rabbi, imam or your Medicine is not the same as Hospice . The faith community to help support you while Palliative Medicine Consult Service (PCMS) you are in the hospital . addresses your physical, emotional and spiri- If you wish to contact a chaplain for any rea- tual needs and those of your family . Palliative son, call 860 972.22. 51 or ask any nurse to do so Medicine can be provided along with aggres- for you . Chaplains are available 24 hours a day . sive, curative medical care and offers the possibility of healing when cure may not be The Hartford Hospital Interfaith Chapel possible . We accept and support the choices The Chapel is located on the first floor of the you and your family make about your medical main hospital (in the corridor to the left of the care and help communicate your choices to gift shop) and provides a comforting welcome the medical team . to all our patients, visitors and staff . Can I benefit from Palliative Medicine? You can: Worship services • If you’ve been diagnosed with a serious illness . Roman Catholic Mass is celebrated each Wednesday, Sunday and holy days at 3:45 p m. . • If you have uncontrolled pain or other Arrangements to attend can be made through physical or emotional symptoms . your nurse . All services are in the Hartford • If you or your family needs help with Hospital Interfaith Chapel . decisions about medical care . Interfaith Worship Services: • If you or your family needs support to A 20-minute service every Monday, Tuesday, cope with your illness . Thursday and Friday at 12 noon . What does the Palliative Medicine Consult Jewish patients: Call Pastoral Services Service offer to me and my family? for assistance . • Expert management of pain and other Islamic Prayer: Jummah prayer every Friday physical and emotional symptoms . at 1:15 p m. . • Emotional and spiritual support for you Chapel Vision and your loved ones . Pastoral Services broadcasts audio and video • Education about illnesses and treatment religious services from the chapel, which can options . be seen or heard by patients in their room . • Help with clarifying goals of care and Pastoral Services also offers on-demand making choices about medical care •. spiritual wellness videos . Communication of your needs to the medical team . Bereavement Program The death of a loved one changes the lives • Assistance with advance care planning of those left behind . (living wills) . The grief process can be difficult and unset- • We’ll follow you and your family through tling . Hartford Hospital has a Bereavement the course of the hospitalization or over multiple hospitalizations .

HARTFORD HOSPITAL 11 YOUR STAY AT HARTFORD HOSPITAL

How does the Palliative Medicine Consult Your Opinion Counts Service work with my physicians? The Palliative Medicine Consult Service Hospital Consumer Assessment of Health (PMCS) communicates regularly with your Care Providers and Systems (HCAHPS®) is primary care physician (PCP) and other a national, standardized survey of hospital members of the medical team so that patients . HCAHPS (pronounced H-caps) everyone understands the plan of care . was created to publicly report the patient’s We let the team know about your needs perspective of hospital care . and preferences . We will follow you through- The purpose of the HCAHPS survey is out the hospital stay and will see you auto- to allow consumers to make fair and matically if you are readmitted . objective comparisons between hospitals and of individual hospitals to state and Who pays for a Palliative Medicine consult? national benchmarks, on ten important Most insurance plans will cover our services . measures of patients’ perspectives of care . The PMCS also relies on philanthropic support to cover those services that are not reim- About the survey bursed by insurance . The HCAHPS survey contains patient perspectives on care that covers key topics: How do I get Palliative Medicine to see my communication with doctors & nurses, loved one or me? responsiveness of staff, pain & medication All consults require an order from the attend- management, discharge information, as ing physician . Ask your doctor to request a well as, how clean and quiet the hospital Palliative Medicine consult . environment was . The survey also includes questions about demographic items, which Going Home from helps to standardize the differences in the Hospital hospitals around the country . You may be contacted at home one to four Your discharge day weeks after leaving Hartford Hospital . Please collect all personal belongings . If you have a pink voucher that shows you have If you’re called you are not required to participate, valuables stored in our hospital safe, please but your feedback helps us prove we’re doing a let your nurse or PCA know so that they may great job and also tells us where you think we retrieve them for you . We will work with you can improve. to keep you informed as to your discharge day and discharge time . We will make every effort to facilitate your discharge before 10 a m. ,. but also know that your discharge time is dependent on your individual needs and discharge readiness . We appreciate your working with us to arrange transportation at the coordinated time on the day of discharge . Please note that valet and public garage park- ing (85 Seymour Street) is free on the day of your discharge . If you use the public parking garage please remember to bring your ticket in with you for validation at the front lobby desk .

12 A Guide for Patients, Families & Friends YOUR STAY AT HARTFORD HOSPITAL

Financial assistance Organ and Tissue Donation Consistent with our mission, Hartford To learn more about organ and tissue Hospital provides medical care regardless of a ­donation and how you can become a patient’s ability to pay . We can make financial registered donor, please call LifeChoice assistance available to qualified uninsured Donor Services at 1 .800 .874 521. 5 or or underinsured patients who may need visit: www.lifechoiceopo.org help paying their hospital bills . If you are or www.donatelifenewengland.org not able to pay for all or part of the care you need, please inform the Registrar, Financial Patient Financial Services Counselor, Social Services Department or Patient Accounting Office, and ask about About your bill the availability of financial assistance . To assure fast, accurate and convenient In addition, Hartford Hospital has funds service for our patients, we make every effort that have been donated that are available to obtain insurance and financial verification . for medical care . These hospital donated You or a family member may wish to follow funds are awarded to individuals with up with your insurance carrier about notifica- limited means who meet the eligibility tions and other requirements . requirements, which vary from fund to fund . Our Patient Financial Services office can be reached at 860 696. 601. 0 or toll-free at Who is eligible for hospital donated funds? 1 .888 515. 554. 4 from 8:00 a m. . to 5:00 p m. ,. In addition to the requirement that Monday through Friday . Credit card payments applicants must demonstrate financial are accepted over the telephone or at need, each of these funds has particular our cashier window, Monday through criteria for selecting eligible participants . Friday, 8:00 a m. . to 4:00 p m. . In some, the patient must come from Prior to, or during your admittance* to a certain town; in others, the patient Hartford Hospital, you may be contacted by must be a particular gender or age, or be a financial counselor to obtain additional associated with a certain company . information, complete paperwork, or dis- How does one apply for such funds? cuss payment arrangements or assistance . If you would like to seek assistance If you expect any difficulty or have a through the use of these donated funds, concern regarding payment, we urge you please request an application from to contact one of our financial counselors: anyone in the Registration Offices, or • Prior to admission: 860 545. .2730 call one of the following departments: • Social Services 860 545. .2966 • During your admittance: 860 545. .2820, 545 4056,. 545 503. 2 or 545 461. 7 • Patient Accounts 860 696. 601. 0 For your convenience, payment of • Toll free at 1 .888 515. 554. 4 non-covered charges, deductibles and Once the hospital reviews your application, co-insurance may be paid by cash, check or you will be notified in writing of any award ® ® credit cards including MasterCard , VISA , or rejection, and the reasons for such ® ® Discover , and/or American Express . rejection . If your application is rejected, you may reapply as additional funds may *Hartford Hospital Admitting is located in Room 128 become available on a yearly basis or (Main Lobby of the Hospital — directly behind the your financial circumstances change . Information Desk). Please stop by Monday through Friday 7:00 a.m. to 7:00 p.m. for assistance.

HARTFORD HOSPITAL 13 FAMILY & VISITORS

Dining Services for Visitors ATM Machines Hartford Hospital cafeteria schedule There are ATMs located near the Bliss Wing ­elevators, ground floor, and in Weekday hours: the first floor of the Medical Office Breakfast 6:25 a m. . to 9:30 a m. . Building at 85 Seymour Street . Morning Snack 9:30 a m. . to 10:30 a m. . Lunch 11:00 a m. . to 2:00 p m. . Patient CareGrams! Afternoon Snack 2:30 p m. . to 4:00 p m. . Patient CareGram is a free service of Dinner 4:30 p m. . to 8:00 p m. . Hartford Hospital that allows you to send a greeting to a friend or loved one who is

currently a patient at Hartford Hospital .

Weekend and holiday hours: Using our service, you can customize the look Breakfast 6:25 a m. . to 9:30 a m. . of your CareGram by selecting a picture and border to appear on the greeting, along with Morning Snack 9:30 a m. . to 10:15 a m. . your own personal message . Your CareGram Lunch 11:00 a m. . to 2:00 p m. . will then be sent electronically to Patient Afternoon Snack 2:30 p m. . to 4:00 p m. . Relations . A staff member or Hospitality Volunteer will print and deliver your message Dinner 4:30 p m. . to 8:00 p m. . to the patient within the next business day . If the patient has been discharged, the CareGram will be mailed to their home . Education Resource Center Please note that patients who have opted Vending/Snack Area open 24 hours . out of the hospital directory will not receive CareGrams during their stay, but messages Main Lobby (Au Bon Pain) will be mailed to their home address . Weekdays 24 hours You can also send an electronic message to a patient at the hospital using your Weekends 24 hours own e-mail program . Your message will be printed and delivered to the patient The Gift Shop as described above . Please be sure to (Hartford Hospital’s Auxiliary Store) include the patient’s full name, and if possible, the unit they are staying on . 860 545-2155. or extension 5 .2155 (Note that we reserve the right to refuse (from any hospital phone) delivery of any messages and/or images • Magazines, newspapers, paperback books, included in your e-mail that are deemed crossword puzzle books and calling cards inappropriate ). Contact Patient Relations at 860 545. 1400. or extension 5 1400. (from any • Greeting cards, postcards, boxed stationery, hospital phone) for more information . address books, pads, pens and envelopes • Flowers, balloons, gifts and jewelry • Beverages, snacks, cookies, candy, gum, chips, popcorn and Russell Stover® boxed chocolates

14 A Guide for Patients, Families & Friends FAMILY & VISITORS

• Unfortunately, we cannot make baby- Lodging (Hudson Suites) sitting arrangements for children . Children On-campus accommodations may not be left alone in the rooms . Hudson Suites at Hartford Hospital • We regret we cannot accommodate pets . 560 Hudson St ,. Hartford, CT 06102 860 545. 1111. or 1 877. 979. 999. 7 For more information or directions to the Hudson Suites, call 860.545.1111 or toll free Twelve suites are available to the hospital’s 1.877.979.9997. patients and their families for overnight and short-term stays at a modest cost . Perfect for Hotel Accommodations patients undergoing early morning surgery or family members who need to be nearby, the Marriott Downtown Hudson Suites offer an alternative to more- 200 Columbus Boulevard costly or less-convenient living arrangements . Hartford, CT Hartford Hospital is pleased to be able to 860 .249 .8000 provide this service to its patients and Located .9 miles from Hartford Hospital families . The guest suites are located on the third floor of the west wing of the Education Homewood Suites by Hilton Hartford and Resource Center at 560 Hudson Street, Downtown across the street from the 85 Jefferson Street 338 Asylum Street entrance to the hospital . Hartford, CT The spacious Hudson Suites at Hartford 860 524. 0223. Hospital all have a sleeping area with a Located .9 miles from Hartford Hospital double bed that sleeps two, and a sitting area . Some have pull-out sofas to accommodate Holiday Inn Express HARTFORD - DOWNTOWN additional family members . 440 Asylum Street Hartford, CT • There is a $55 charge for each room . 860 .246 9900. • Rates are per room, per night . Located .9 miles from Hartford Hospital • Your deposit will be refunded if we receive notice of cancellation by 4 p m. . on the day Residence Inn Hartford Downtown of your stay . 942 Main Street • All major credit cards, as well as cash and Hartford, CT personal checks, are accepted . 860 524. 5550. Located 1 miles from Hartford Hospital • Secured parking is available at a small additional cost . When you arrive at the Education and Resource Center at 560 Hilton Hartford Hudson Street, the security guard at 315 Trumbull Street the desk inside will direct you to the Hartford, CT hospital garage . 860 728. 5151. Located 1.1 miles from Hartford Hospital • Check-in time is 2 p m. . to 11 p m. ;. other times by special arrangement . Crowne Plaza Hartford Hotel • Check-out time is 11 a m. ,. or later by 50 Morgan Street special arrangement . Hartford, CT 860 549. .2400 Located 1.2 miles from Hartford Hospital

HARTFORD HOSPITAL 15 WHAT EVERY PATIENT NEEDS TO KNOW

• Express a complaint or grievance by Patient Rights contacting the Patient Relations Department At Hartford Hospital, you have the right to: at 860 545. 140. 0 or extension 5 140. 0 . • Make informed decisions . If you are not satisfied with the outcome • Considerate and respectful care in a safe, of your grievance contact the following comfortable environment . agencies: • Personal privacy and confidentiality . Connecticut Department of Public Health • Be treated with dignity . 410 Capital Avenue Hartford, CT 06134-0308 • Have your physician and a family member Phone: 860 509. 740. 0 or other person of your choice notified of 1 .800 .842 003. 8 your admission to the hospital . TTY: 860 509. 719. 1 • Create an advanced directive . Joint Commission on Accreditation of • Know the names of health care providers Healthcare Organizations and their role in your care . One Renaissance Boulevard • Treatment by compassionate, skilled, quali- Oakbrook Terrace, IL 60181 fied health professionals . Phone: 1 .800 994. 661. 0 • Be informed about and participate in your www jcaho. org. care and treatment plans . • Be free from seclusion and chemical or physical restraints of any kind that are not Patient Responsibilities medically necessary, using the least-restric- At Hartford Hospital, these are your tive effective approach . responsibilities: • Be free from all forms of abuse or • Give us complete information about your harassment . medical history, including any medications • Request medically ­appropriate and you may be taking . necessary treatment . • Tell us what you need . If you do not under- • Refuse treatment as allowed by laws . stand your care plan, ask questions . • Know what safety measures may be used • Be part of your care . It is important for you to during your care . tell us how you want to partner in your care . • Ask for a second opinion about your care . • If you are not satisfied with your care, • Proper assessment and ­management of please tell us how we can improve . your pain or discomfort . • Follow our guidance in helping you get well . • Request an interpreter . • Be considerate of the rights of other • Review and obtain copies of your patients, families and hospital personnel . medical records . For questions or more information about your • Receive treatment in an environment that is Rights and Responsibilities, contact Patient sensitive to your beliefs, values and culture . Relations at 860.545.1400 or at extension 5.1400 • Be informed about the care you will need (from any hospital phone). after discharge . • Receive information about, and an explana- tion of, your hospital bill . • Request that an autopsy be performed here or arrange for another institution of your choice to perform it .

16 A Guide for Patients, Families & Friends WHAT EVERY PATIENT NEEDS TO KNOW

Interpreter Services Patient Privacy Hartford Hospital is committed to pro- Notice of Privacy Practices viding interpretation­ services for deaf, Our Commitment to Patient Privacy hearing-impaired and non-English speak- ing patients and their families . This Privacy of patient information policy gives health care providers access We believe you have a right to expect that we to interpretation services to help patients keep information about you confidential . and their families to understand and be Furthermore, we are committed to complying understood during their hospitalization . with State and Federal law (HIPAA) concern- ing the privacy of your information . We use outside agencies, employee interpreters and the Language Line, Hartford Hospital’s responsibilities which provides access to phone trans- The hospital receives and generates informa- lation 24 hours a day, seven days a tion about you which is deemed Protected week, including holidays . Contact your Health Information (PHI) . We must inform nurse to arrange for an interpreter . you of the ways in which your PHI will be If you have any questions or concerns, please used and/or disclosed in the Notice of Privacy contact Patient Relations at 860.545.1400 or Practices . The following summarizes your extension 5.1400 (from any hospital phone). rights contained in the notice: • To receive the Notice of Hartford Hospital’s Deaf & Hearing-Impaired Privacy Practices . • To request a restriction of the use and/or Services disclosure of your PHI . To ensure effective communication with • The hospital is required to notify you if we patients and their companions who are deaf cannot abide by a requested restriction on or hard of hearing, we provide appropriate how your information is used or disclosed . auxiliary aids and services free of charge, including: • To opt out of our facility directory, thereby requiring us to not acknowledge that you • sign language are here at Hartford Hospital to anyone in • oral interpreters the public who may ask for you . • video interpreting • To access your PHI . • TTYs • To request an amendment to your PHI . • note-takers • To complain if you feel your privacy rights have been violated . • written materials (See full details in our Notice of Privacy Practices.) • telephone handset amplifiers • assisted listening devices and systems Q: What is the facility directory? • closed captioning of most hospital A: The facility directory is the hospital’s programs mechanism for keeping track of your location while you are in the hospital . Please ask your nurse or other hospital personnel for assistance, or contact the Patient Relations Q: Who uses the facility directory and why? Department at 860.545.1400 (voice) or A: The facility directory is used by staff 860.545.2260 (TTY). throughout the hospital when a caller or visitor to the hospital wants to know your location (unit, room number, telephone number), if a member of the clergy is try- ing to locate you, or by health care profes- sionals who may be assigned to your care .

HARTFORD HOSPITAL 17 WHAT EVERY PATIENT NEEDS TO KNOW

Q: What happens if I choose not to be Your hospital discharge and Medicare included in the facility directory? appeal rights A: Your location (unit, room number, tele- Date of discharge: When your doctor deter- phone number), even your presence mines that you can be discharged from within the hospital, will not be given out the hospital, you will be advised of your to anyone who calls or inquires about you, planned date of discharge . You may appeal including any member of the clergy . Also, if you think that you are being asked to no mail or flowers will be delivered to you . leave the hospital too soon . If you stay in the hospital after your planned date of dis- Q: How do I choose to restrict release/ charge, it is likely that your charges for disclosure of my PHI? additional days in the hospital will not A: Upon admission, you determine what be covered by Medicare or your plan . ­information, if any, is communicated Your right to an immediate appeal without and to whom it is given . For example, you may decide that no information is financial risk: When you are advised of your communicated to anyone, or perhaps planned date of discharge, if you think you you want to designate only one per- are being asked to leave the hospital too soon, son to know about your care . You may you have the right to appeal to your Quality also dictate how and where the hos- Improvement Organization (also known as pital sends you written information, a QIO) . The QIO is authorized by Medicare including follow-up appointments . to provide a second opinion about your readiness to leave . You may call Medicare Q: Who do I contact if I have further toll-free, 24 hours a day, at 1 .800 .MEDICARE questions or concerns about my PHI? (1 .800 633. 422. 7), or TTY/TTD: 1 .877 486. .2048, A: You should contact a Patient Advocate for more information on asking your QIO for through the Patient Relations office a second opinion . If you appeal to the QIO by at 860 545. 140. 0 or extension 5 140. 0 noon of the day after you receive a noncover- (from any hospital phone) . age notice, you are not responsible for paying for the days you stay in the hospital during Your rights as a hospital patient the QIO review, even if the QIO disagrees • You have the right to receive necessary with you . The QIO will decide within one day hospital services covered by Medicare after it receives the necessary information . or covered by your Medicare Health Plan Other appeal rights: If you miss the deadline (Your Plan) if you are a plan enrollee . for filing an immediate appeal, you may still • You have the right to know about any deci- request a review by the QIO (or by your plan, sions that the hospital, your doctor, your if you are a plan enrollee) before you leave the plan, or anyone else makes about your hospital . However, you will have to pay for the hospital stay and who will pay for it . costs of your additional days in the hospital • Your doctor, your plan or the hospital if the QIO (or your plan) denies your appeal . should arrange for services you will need You may file for this review at the address or after you leave the hospital . Medicare or telephone number of the QIO (or of your plan) . your plan may cover some care in your §482 13. Condition of participation home (home health care) and other kinds of care, if ordered by your doctor or by Patients’ Rights Centers for Medicare your plan . You have a right to know about and Medicaid Services these services, who will pay for them, Hartford Hospital is committed to providing and where you can get them . If you have all patients with the opportunity to express any questions, talk to your doctor or plan, dissatisfaction in accordance with §482 13(a). or talk to other hospital personnel . (2), as stated in the Conditions of Participation under Patients’ Rights from the Centers for Medicare and Medicaid Services . The law and regulations may be examined at the Patient Relations Department,

18 A Guide for Patients, Families & Friends WHAT EVERY PATIENT NEEDS TO KNOW

80 Seymour Street, Hartford, CT 06102, Advance Directives 860 545. 1400,. which has been designated You have the right to make health care deci- to coordinate the efforts of Hartford sions about the medical care you receive . If Hospital to comply with the regulations . you do not want certain treatments, you have the right to tell your physician you do not 1 . A complaint is an issue that is eas- want them and to have your wishes followed . ily solved while the patient is still in the hospital by staff present or anyone You also have the right to receive information who can quickly be at the patient’s loca- from your physician to help you reach a deci- tion . For example, the staff may request sion about what medical care is to be a nursing supervisor, patient advocate or provided to you . another administrative member of the staff to assist in resolving the issue . There may come a time when you are unable to actively participate in determining your 2 . A grievance is a written complaint by treatment due to serious illness, injury or a patient or the patient’s represen- other disability . An advance directive is a tative regarding the patient’s care, legal document through which you may abuse or neglect, issues related to provide your directions or express your pref- the hospital’s compliance with CMS erences concerning your medical care and/or Hospital Condition of Participation, to appoint someone to act on your behalf . or a Medicare beneficiary billing com- Physicians and others use these directives plaint related to rights and limitation . when you are unable to make or communi- 3 . A written acknowledgement of all griev- cate your decisions about your medical ances will be made to the person filing it treatment . within seven business days . If the griev- Please contact the Patient Relations ance is still under investigation after seven Department at 860 545. 140. 0 . business days, an estimated time for final response will also be communicated to the A summary of Connecticut law has been complainant with the written acknowl- prepared by the Office of the Attorney General edgement of receiving the grievance . for the Department of Social Services and Periodic communication will continue if Department of Public Health, ©2009. the resolution takes longer than 30 days . For printed copies, please visit the Patient 4 . The patient, or the patient’s representative, Relations Department or call 860.545.1400. has the right to file a complaint with the State of Connecticut, Department of Public Health, 410 Capitol Avenue, Hartford, CT Medical Records 06134 . Telephone number: 860 509. 740. 0, (Health Information Management) ­1 .800 .842 003. 8 or TTY: 860 509. 719. 1 at As a patient, you have the right to a copy any time . of your medical record . In order to receive a copy of your record, or to have a copy of The patient, or the patient’s representative, your record sent to a third party, you are has the right to file a complaint with the required to put your request in writing on a Joint Commission by going to their website: valid authorization form (you can not simply www jointcommission. org. ; through tell someone) . In some instances, there is a e-mail: complaint@jointcommission org. ; per-page fee for copies of medical records . by writing to: Office of Quality Monitoring, Joint Commission, One Renaissance Boulevard, Medical Records is located on the 1st floor of Hartford Oakbrook Terrace, IL 60181 or by calling Hospital in room 139. You may also contact them by 1 800. 994. 661. 0 . phone at 860.972.7046 to complete an authorization to disclose form. Receiving a copy of your medical record may take up to 30 days.

HARTFORD HOSPITAL 19 Our Commitment … Hartford Hospital is committed to providing the best and safest patient experience . We believe that actively involving patients and families in their own care improves the patient’s experience of the hospital and overall patient safety .

When patients are engaged as active participants in their own care, they are more informed of treatment choices and possible compli- cations . Patients and their families can be an important source of feedback because, with their unique perspective, they often observe things that are important to support care and patient safety .

This “Patient Health Care Journal” is a tool that we have developed to improve communication among staff, patients and families . This journal provides a vehicle to enable the hospital to share impor- tant information with patients and families . In addition, it provides a place for patients, families and staff to write down questions, important care points and share information among family members . This journal will encourage you to become more involved in your care and partner with the hospital staff to identify priorities in daily care .

On behalf of the entire team, we thank you for choosing Hartford Hospital .

Sincerely,

Jamie Roche, MD Cheryl Ficara, RN, MS, NEA-BC Vice President, Quality and Safety Vice President, Patient Care Services

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