Patient Handbook Table of contents Welcome .......................................... 3 While you are here ..........................16 Campus map ......................................... 4 Stay informed ........................................ 16 Personal items and valuables .......... 16 For your convenience ...........................5 Service animals ..................................... 16 ATM Locations .........................................5 A guide to your hospital room ......... 17 Cafeteria ...................................................5 Calling your nurse ................................ 17 Coffee shop .............................................5 Television ................................................ 18 Frozen yogurt ...........................................5 Channels ................................................. 18 Chapel .......................................................5 Visitor guidelines .................................. 19 Gift Shop ...................................................5 Flowers .......................................................5 Your health and safety ................20 Hotels .........................................................5 Armbands ..............................................20 Pharmacy .................................................6 Patient ID ...............................................20 Parking .......................................................6 Medication safety ...............................20 Mobile device charging stations ......6 Eight ways to prevent infection ......20 Vending machines .................................6 Preventing injuries from falls ............. 21 Wi-Fi access ............................................6 Preparing for surgery ......................... 22 Ten things to know about Your care and treatment ........... 23 your stay ............................................7-8 Bedside shift report ............................ 23 Understanding and managing Speak up! .............................................. 9 your pain ................................................ 23 Palliative care team ........................... 24 Quick guide to your visit ............ 10 The ABCs of antibiotics ..................... 24 Important phone numbers ................10 Staying active ...................................... 25 Patient meals ........................................11 Coping with your feelings ................ 25 Visiting hours ...........................................11 Your patient care team ..................... 25 Language services and sign Who wears what at University language interpretation .....................11 Medical Center New Orleans ...........26 When you need help Communicating a concern ...............27 right away .............................................. 12 Advanced Directives ...........................27 LCMC Health Patient Portal ............. 12 Patient and family concerns ............ 12 Patient rights and Smoke-free campus ........................... 12 responsibilities ..........................28-30 Our commitment to diverse Preparing for discharge ............. 30 populations ....................................13 Paying for your care ...........................30 Language accommodations Paying for your care ............................ 31 for diverse populations ......................14 LCMC Health Patient Portal ............. 31 Request a copy of your Your privacy ....................................15 medical record ...................................... 31 Health information exchange .......... 15 3 2 Welcome Thank you for choosing University Medical Center New Orleans for your healthcare needs. Here at University Medical Center New Orleans, a part of LCMC Health, we go the extra mile to make your hospital stay feel as comfortable as possible. From our beginnings as Charity Hospital, to our amazing new facility, we’ve always been a hospital built for–and by–New Orleans. Today, we’re home of the Rev. Avery C. Alexander Academic Research Hospital, and the largest training center for health professionals in Louisiana. That means you can count on us to bring the latest and greatest expertise to your care. This patient guide has been designed to assist you and your loved ones during your stay. We hope you will take time to become familiar with the information in the guide. If you have questions, please talk to any of your caregivers. We look forward to being your trusted healthcare provider for many years to come. Mission University Medical Center New Orleans will provide exceptional patient- centered care and a world-class academic experience through advanced research, leading technology, and innovation. Vision University Medical Center New Orleans will be a leading world-class academic medical center and the destination of choice for exceptional healthcare. 3 Campus map The University Medical Center campus includes: • Patient Towers 1 (Orange), 2 (Green), and 3 (Purple) • Diagnostic & Treatment Building (Hospital) • Ambulatory Care Building (Clinic) • Primary Care Center (first floor of the Parking Garage at 2003 Tulane Ave.) Canal St. Patient Patient Patient Tower 1 Tower 2 Tower 3 Main St. Romain S. S. Galvez St. Galvez S. Gift Shop Dining/PJ’s Coee Entrance Hospital Lobby Clinic Main Entrance Parking Garage Primary Care Center . Tulane Ave. 4 For your convenience ATM Locations • First floor: Corridor across from PJ’s Coffee (near Patient Tower 3) • Lobby Information Desk (near Patient Tower 1) • First floor, Clinic Building near Walgreens Pharmacy • Second floor, Emergency waiting area (next to Triage 6) Cafeteria The University Medical Center Café, located on the first floor of the hospital near Patient Tower 3, offers a wide selection of menu choices daily, including hot meals, soups, salads, and grab- toppings are self-serve and and-go items. All visitors are sold by weight. Cash and credit welcome to dine in the cafeteria. cards accepted. Open Monday— We ask that patients who are Saturday, 11 am—7 pm. admitted to the hospital not use the cafeteria since they may be Chapel on special diets. The cafeteria Our Chapel is located on the is open daily 6:30 am—6:30 pm. first floor of the Hospital Building Hours will vary on holidays. near the atrium (main lobby). The chapel is open from 6:30 am— Coffee shop 9 pm seven days a week, PJ’s Coffee of New Orleans is providing a quiet and sacred open daily from 6 am—1 am space for prayer and/or Monday—Friday and 6 am—9 meditation. Catholic Mass is held pm, Saturday and Sunday. It is daily at Noon, except Saturdays. located near the cafeteria across See posted schedule for dates. from Patient Tower 3. Gift shop Frozen yogurt Rudiger’s Gift Shop & Boutique Menchie’s Frozen Yogurt, located is located on the first floor of the near the University Medical Hospital Building near Patient Center cafeteria, features Tower 1. Open 8:30 am—7 pm a variety yogurt flavors and on weekdays; 10 am—4 pm toppings. The yogurt and weekends. Phone: 504.702.2353 5 Flowers (Hospital), room 2673, or call Flowers are delivered to patient 504.702.2037. Office hours are 8—10 rooms by individual florists, am and 2—4 pm Monday—Friday. including through Rudiger’s Gift Shop. Flowers are not allowed Mobile device charging stations in Intensive Care Units and may Complimentary stations for not be allowed on the Burn Unit, charging cell phones and other depending on patient condition. mobile devices are available in the following locations: Hotels • Fourth floor, inpatient surgery We have partner rates at several waiting room (Hospital Building hotels in the New Orleans area across from Tower 2) for family members and guests • Fourth floor, outpatient surgery needing a place to stay overnight. waiting room (Hospital Building Visit umcno.org/accommodations near lobby side) for information. • Second floor, Emergency waiting area (Hospital Building) Pharmacy – two locations Walgreens offers a full-service Please keep a close watch of your pharmacy for prescription needs cell phone while using the charging and accepts most insurances, stations. University Medical Center including Medicare, Medicaid, is not responsible for lost or stolen commercial plans, and discounts phones. for eligible patients. Walgreens services include immunizations Vending machines as well as bedside delivery of There are vending machines in your medications at discharge. three locations on the University Walgreens is located in the Clinic Medical Center New Orleans Building on the first floor. For more campus. information, including pharmacy • Hospital Building – First floor in hours, call 504.758.3718. the cafeteria area • Clinic Building – First floor in the Parking clinic area Patient and guest parking is • Hospital Building – Second floor available in the parking garage at near Emergency 2001 Tulane Ave. Patient parking tickets will be validated in the area Wi-Fi access where you receive care. Visitor University Medical Center has a parking is available in the garage guest Wi-Fi system for our patients at an hourly rate. Long-term rates and their family members. To gain are available for guests visiting access from your mobile device, patients hospitalized for extended select UMC-Guest in your Wi-Fi periods of time. To purchase connection options. Open your extended parking, visit the parking web browser and click “Accept” on office on the second floor of the the disclaimer screen. Diagnostic & Treatment Building 6 10 things you need to know about your stay 1. Armbands: Upon admission,