A GUIDE FOR PATIENTS & FAMILIES Memorial Hermann-Texas Medical Center – A Guide for Patients & Families Table of Contents About Us • Fall Prevention ........................................... 29 • About Memorial Hermann Health System ..... 1 • Infection Prevention ................................... 31 • About Memorial Hermann-Texas • Medications ............................................... 32 Medical Center ............................................. 1 • Pain Management ...................................... 32 • Advancing Health in Greater Houston ........... 2 • Security ..................................................... 34 • Smoking and Cessation Policy ................... 35 During Your Stay • Nondiscrimination Policy ............................ 35 • Amenities .....................................................4 • Joint Notice of Privacy Practices ................. 37 • Dining Options ............................................. 5 • Individual Rights ........................................ 43 • Parking and Transportation ...........................6 • Photography and Video Recordings ............ 46 • Television and Telephone ............................. 6 • Weapons ................................................... 46 • Visiting Hours and Information ......................7 • Finding Your Way .......................................... 9 Your Medical Bill and Records • Frequently Called Numbers .......................... 9 • About Your Bill ........................................... 47 • Important Resources/Services ......................9 • Physician Bills ............................................ 47 • Special Accommodations ........................... 11 • Insured ...................................................... 47 • Your Healthcare Team ................................. 12 • Uninsured .................................................. 48 • Discharge .................................................. 18 • Billing Questions ........................................ 48 • Everyday Well ............................................. 48 Your Health, Safety and Security • Financial Assistance .................................. 51 • Patient Rights and Responsibilities ............. 21 • Medical Records ........................................ 51 • Your Role in Your Care ................................ 25 • Government Reporting ............................... 51 • Identification Bands ................................... 29 • Calling Your Nurse ...................................... 29 A GUIDE FOR PATIENTS & FAMILIES About Us 300+ care delivery sites About Memorial Hermann Health System A fully integrated health A fully integrated health system with more than 300 care delivery system with more than sites throughout the Greater Houston area, Memorial Hermann 300 care delivery is committed to delivering safe, high-quality, patient-centered care and sites throughout the offers clinical expertise, innovation and cutting-edge technology to Greater Houston area, all patients. With a specialized and affiliated medical staff and more Memorial Hermann is than 26,000 employees, Memorial Hermann provides compassionate committed to delivering service while advancing health in Southeast Texas. safe, high-quality, patient-centered care Memorial Hermann has been serving the community for more than 110 and offers clinical years and continues to evolve to meet the challenges of today’s complex expertise, innovation and healthcare environment. Together, all care delivery sites of Memorial cutting-edge technology Hermann have built a reputation for excellence in cancer, heart and to all patients. vascular, neuroscience, outpatient imaging, rehabilitation, research and innovation, sports medicine and orthopedics, trauma, bariatrics, behavioral health, post-acute care, and women’s and children’s services. Nationally recognized for quality and patient safety, Memorial Hermann operates Memorial Hermann Life Flight®, the largest and busiest air ambulance service in the United States. The Memorial Hermann Physician Network, MHMD, is one of the largest, most advanced and integrated physician organizations in the country. Memorial Hermann’s Accountable Care Organization operates a care delivery model that generates better outcomes at a lower cost to consumers, and residents of the Greater Houston area have broader access to health insurance through the Memorial Hermann Health Plan. Memorial Hermann-Texas Medical Center For generations, families have trusted Memorial Hermann-Texas Medical Center (TMC) for safe, high-quality patient care. The 1,098- bed campus, which includes Children’s Memorial Hermann Hospital and Memorial Hermann Orthopedic & Spine Hospital, is also home to the only certified Level I trauma center in the Greater Houston area caring for both children and adults, Memorial Hermann Red Duke Trauma Institute. Memorial Hermann-TMC is the primary, private teaching hospital for McGovern Medical School at UTHealth, giving patients access to more than 700 academically-affiliated physicians representing more than 80 specialties. 1 A GUIDE FOR PATIENTS & FAMILIES Advancing Health in Greater Houston Memorial Hermann seamlessly bridges all aspects of the health system—care delivery, physicians, and health solutions—with 19* area hospitals and numerous specialty institutes, programs and services. Memorial Hermann operates four Heart & Vascular Institute locations; the Mischer Neuroscience Institute at Memorial Hermann-Texas Medical Center; the IRONMAN Sports Medicine Institute at four locations; Women’s Memorial Hermann; the Prevention and Recovery Center for chemical dependency treatment; the Red Duke Trauma Institute at Memorial Hermann-Texas Medical Center, home to Memorial Hermann Life Flight®; and a comprehensive array of home health services, rehabilitation centers, outpatient imaging and laboratory services including MD Anderson Breast Care with Memorial Hermann. The system’s comprehensive ambulatory care network also includes Memorial Hermann Urgent Care and Memorial Hermann Convenient Care Centers. Everyday Well.com connects you to Memorial Hermann’s comprehensive network of care, with convenient physical locations, virtual care and easy-to-use online tools for managing your health. At Memorial Hermann, we use our resources to make a real difference in the health of the community, contributing in excess of $588 million annually in uncompensated care and community benefit programs, including an award-winning network of school-based health centers. Heart and Vascular Care: Memorial Hermann is one of the world’s largest providers of comprehensive cardiovascular care, treating nearly 200,000 patients a year. Patients at the Memorial Hermann Heart & Vascular Institutes, Heart and Vascular Centers, and Centers for Advanced Cardiology have access to affiliated heart specialists with extensive training and experience in the complete range of cardiac treatments, from innovative minimally invasive techniques to the most complex procedures, including open heart and vascular surgeries as well as heart transplant. Neurosciences: Memorial Hermann Mischer Neuroscience Institute at the Texas Medical Center is the largest, most comprehensive neuroscience program in Texas. The world renowned team of physicians performs the most neurosurgical procedures in Houston and is consistently ranked among quality benchmarking organizations as a leader in clinical quality and patient safety. Patients from around the world seek treatment here for rare and common diseases of the brain and spinal cord. 2 A GUIDE FOR PATIENTS & FAMILIES Cancer Care: Patients can take advantage of cancer services in their own neighborhoods through Memorial Hermann’s convenient cancer care network, which includes eight accredited Cancer Centers, providing the full continuum of treatment options and services, including targeted anticancer drugs, intensity-modulated radiation therapy (IMRT), image- guided radiation therapy (IGRT) and linear accelerators. We deliver cancer care that encompasses mind, body and spirit. Orthopedics and Sports Medicine: Memorial Hermann offers specialized care in orthopedics and sports medicine, from injury prevention and evaluation to joint replacement and post-surgery rehabilitation. Memorial Hermann operates more than 40 Sports Medicine & Rehabilitation clinics, eight Memorial Hermann Joint Centers, and four Memorial Hermann IRONMAN Sports Medicine Institutes led by affiliated sports medicine, fellowship-trained physicians who are also team physicians for the Houston Texans, Houston Rockets and the University of Houston. Red Duke Trauma Institute and Memorial Hermann Life Flight®: One of the busiest Level I trauma centers in the nation, the Red Duke Trauma Institute at Memorial Hermann-Texas Medical Center carries the highest designation of any emergency care facility, treating the most complex adult and pediatric trauma cases. The Institute is home to Memorial Hermann Life Flight®, a hospital-based air ambulance service operating helicopters within a 150-mile radius of the Texas Medical Center and airplane transport worldwide. Women’s and Children’s Services: Children’s Memorial Hermann Hospital, located in the Texas Medical Center, is home to the region’s leading Level I pediatric trauma center and renowned for excellence in fetal surgery, neonatology, pediatric heart surgery and brain surgery. Memorial Hermann offers a comprehensive array of advanced obstetric, gynecologic and neonatal services available across the community, including