JHH Patient Handbook

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The Johns Hopkins Hospital

PatientHandbook


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2 Johns Hopkins Hospital Patient Handbook

CONTENTS

Welcome

5 O M5 O P P

Your Health and Safety11 SPEAK UP

12 O P P

12 Y H C T

13 P F

14 K Y S DS

15 P I

16 U T P

18 M S

19 A C SG

20 N20 S

22 A Ds

22 P I V

22 O TD

23 S A

23 C P23 F B

23 V G

25 P

25 S S

Your Medical Bill andRecords

27 U YI

27 B

27 I H

27 O H B

28 B Q

28 C BC

28 B R O

28 F A

29 O Y MR

4

3

2

1 Your Visit to The Johns

Hopkins Hospital

5 Health InformationExchange

6 Y R R


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Johns Hopkins Hospital Patient Handbook 3

Welcome to The Johns Hopkins Hospital

Since our doors opened more than a century ago, we have soughtto lead the world in the diagnosis and treatment of disease. Fromthe moment you arrive at The Johns Hopkins Hospital, youbecome part of that long tradition.

Because we are committed to excellence, we know that outstand-ing care involves more than good medicine. That is why our con-cern for you extends to every part of your stay. It is our primarygoal to provide you with quality care and make your hospitalexperience as safe and comfortable as possible.

The information in this handbook will familiarize you with hospi-

tal services and policies and will answer many questions you mayhave during your hospital stay. If you have questions that are notaddressed in the handbook, please do not hesitate to request assis-tance from any member of your health care team.

On behalf of the hospital employees, medical staff, and the boardof trustees, I extend to you a personal welcome and thank you forchoosing Johns Hopkins for your current medical needs.

Sincerely,

Ronald R. Peterson

PresidentThe Johns Hopkins Hospital nd Hl SysmEVP, Jns Hpkns Mdcn


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5

WELCOME

Our MissionQTo be the worlds preeminent health care institution.QTo provide the highest quality care and service for all people in the pre-

vention, diagnosis and treatment of human illness.

QTo operate cooperatively and interdependently with the faculty of TheJohns Hopkins University to support education in the health professions

and research development into the causes and treatment of human ill-

ness.

QTo be the leading health care institution in the application of discovery.QTo attract and support physicians and other health care professionals of

the highest character and greatest skill.

QTo provide facilities and amenities that promote the highest quality care,afford solace, and enhance the surrounding community.

Our Privacy Practices

Health ExchangeInformation

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Johns Hopkins Hospital Patient Handbook


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We want to encourage you, as a patient at The Johns Hopkins Hospital, to speakopenly with your health care team, take part in your treatment choices, and pro-

mote your own safety by being well informed and involved in your care. Becausewe want you to think of yourself as a partner in your care, we want you to knowyour rights as well as your responsibilities during your stay at our hospital. Weinvite you and your family to join us as active members of your care team.

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QYou have the right . T .

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WELCOME


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QYou have the right , -, , , , . Y

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QIf you or a family member needs to discuss , E S . T , 410-283-6104. A , (#). A E S .

QYou have the right . C . Y - 410-955-5842 8 5 . A , .

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P R D 410-955-2273 -@j..

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WELCOME

Maryland Department of Health& HygieneOffice of Health Care QualityHospital Complaint UnitSpring Grove Hospital CenterBland Bryant BuildingCatonsville, Maryland 21228410-402-8000

The Joint CommissionOffice of Quality MonitoringOne Renaissance BoulevardOakbrook Terrace, IL [email protected]


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Your ResponsibilitiesQYou are expected ,

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WELCOME


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YOUR HEALTH AND SAFETY

Your Health and SafetyOur health care partnership begins with our commitment to your safety. Patients

who are involved with their care in the hospital tend to do better. By working

together with your health care team, you can lower your risk of injury and makeyour stay safer.

Speak Up!Speak Up is a collaborative effort between Johns Hopkins Medicine and The

Joint Commission to encourage patients to help us prevent medical errors in thedelivery of your care.

Speak up if you have any questions or concerns. If you still dont under-

stand, ask again. Its your body and you have the right to know.

Pay attention to the care you are receiving. Always make sure youregetting the right treatments and medicines by the right health care pro-fessionals. Dont assume anything.

Educate yourself about your illness. Learn about the medical tests youget, and your treatment plan.

Ask a trusted family member or friend to be your advocate, advisor, orsupporter.

Know what medicines you take and why you take them. Medicineerrors are the most common health care mistakes.

Use an accredited heathcare facility, like Johns Hopkins Hospital,wc has completed a rigorous survey to assure safety and quality.

Participate in all decisions about your treatment plan. You are the cen-

ter of the health care team.

Reproduced by permission of The Joint Commission


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Our Partnership PledgeA H, . W j .

We pledge to:QC .QE .QL q .QA .QA .QC , , .QL .QC .We ask you or a loved one to:QA q.QS , , .QC ID .QB , .QP safetyID .QC .QR .Your Health Care Team

W J H, . T - . T :

QThe Attending Physician or Physician of Record .

QResidents/Interns/Fellows - z - .

QNurse Practioners/Physicians Assistants .

QRegistered Nurses , , .

QPharmacists A .



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Others who may be involved in your care:QClinical DietitiansQNursing Support StaffQ

Social WorkersQChaplain/Pastoral Care ProvidersQNursing/Medical StudentsPreventing FallsI , . I, - j. A, q . W j .

During your stay we will:QA .QD

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We ask you or a loved one to:QT .Q

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Keeping You Safe During Surgery and ProceduresWhat are adverse events?A

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How are adverse events prevented?

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How are surgical site infections prevented?

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What do I need to do when I go home from the hospital?B , . M q.

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Prevention of Infections -You Are Part of theHealth Care TeamClean your hands and remind others to clean their hands

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Preventing spread of respiratory infectionsC z

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Additional preventive measuresT q M R S A (MRSA),V R E (VRE) C (C-).T , , , q. I . A q , . H . I .

Other resourcesI q, .F :

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Understanding and Treating Your Pain

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Choose the face that best describes how you are feeling.

From Wong DL, Hockenberry-Eaton M, Wilson D, Winkelstein ML, Ahmann E, DiVito-Thomas PA:

Whaley and Wongs Nursing Care of Infants and Children, ed 6. St. Louis, 1999, Mosby, p. 1153.

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Medicine SafetyW ,

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A T J H H G UM R W, - G M Y M (V #907).


After discharge, keepan up-dated list of medications you are taking. Your listshould include all prescriptions and over-the-counter medications(includingherbal products, vitamins, and dietary supplements). Be sure to list the name,dose and how often you take the medication. Also, note how medication is taken

(ex. by mouth/with or without food). Anytime medications are added ordiscontinued, or the doses are changed be sure to make changes to your list. Keepthis list with you at all times. In the case of an emergency, show it to your primary-care provider. The medication list can be kept on a wallet card, paper list, healthvault, or mobile application.


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American Cancer Society Guidelines for the EarlyDetection of CancerT A C S .

Breast cancerQY 40

QC (CBE) 3 20 30

40 QW

. B - (BSE) 20.

Colorectal cancer and polypsB 50, :

Tests that find polyps and cancerQF 5 , QC 10 , QD- 5 , QCT ( ) 5 QI , .QT - . O

q . A .

Cervical cancerQA 3 -

, 21 . S P 2 q- P .

QB 30, 3 P 2 3 .Prostate cancer

S 50, . I A A 65, 45. I , PSA . H PSA .

For information about cancer and free programs and services, 24 hours a day, sevendays a week: 1-800-ACS-2345 / www.cancer.org Reprinted by the permission of the

American Cancer Society, Inc. from www.cancer.org. All rights reserved.



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Nutrition Safety

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No SmokingT , , , . I , 1-800-QUIT NOW q .

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QPregnant women/new mothers: B q, .

QHospitalized patients: B q, .QHeart attack patients: B q, .QLung, head, and neck cancer patients: B q,

.QParents of children and adolescents: B q,

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Advance DirectivesAdvance directives are documents you create to describe the extent of medicaltreatment you do or do not want to receive if you are unable to communicateyour wishes. You have the right to make an advance directive, such as a liv-ing will or durable power of attorney for health care, and to appoint someoneto make health care decision for you if you are unable. We recommend thatyou discuss advance directives with your family members, doctors, nurses andcleric while you are alert and feeling well. Bring any advance directives you mayalready have to the hospital with you.

For information about advance directives or to obtain the necessary forms, call

the Main Admitting Office at 410-955-6190, call the Office of Pastoral Careat 410-955-5842 s p://www..s.md.s/Hlpl/dc.pd.

Personal Items and ValuablesYou are encouraged to bring onlyessential items to the hospital, such as sleep-wear and toiletries. Large sums of money, keys, jewelry, personal papers, andother valuables should be left at home. For safety reasons, do not bring TVs,

radios, hairdryers, or other electric devices. The hospital is not responsible for

lost or stolen items, such as laptops, iPods, or cell phones.

To keep personal items secure you should:QKeep eyeglasses and hearing aids in a case in the top drawer of your bedside

table when you are not using them. Upon request, your nurse can provide andlabel a clear, plastic storage bin for smaller essential items. You may take thebox home with you upon discharge.

QKeep dentures in a denture cup in the top drawer of your bedside table. Donot place dentures on your food tray or on the bed linen.

QKeep clothing in your room closet, bedside table, or suitcase.QIf you do have personal valuables (jewelry, watches, money, credit cards, etc.)

that need to be secured, please notify your nurse, who will notify Security.

For additional information on security matters, please dial 410-955-5585 tospeak to a security representative.

Organ and Tissue DonationOrgan and tissue donations provide new hope to seriously ill or injured persons.The Johns Hopkins Hospital participates with The Living Legacy Foundationto manage organ and tissue donations. If you already have a donor card, it isimportant that your family is fully informed of your wishes. For information ondonations call 410-242-7000.

YOUR VISIT TO JOHNS HOPKINS


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Guide Dogs and Other Service AnimalsService animals are those animals trained to help patients and visitors withactivities of daily living. They are welcome in any area of the hospital that isunrestricted to patients and visitors, provided that the presence of the serviceanimal does not alter the policies, practices, or procedures of Johns HopkinsHospital. For information, call the Patient Relations Department at 410-955-2273 or email [email protected].

Cell PhonesThe use of cell phones is prohibited where critical medical equipment is in opera-tion. Please read and follow all posted signs about the use of cell phones, and use

only in approved areas. If you must use your cell phone, please speak in a lowvoice so as not to disturb the privacy and comfort of other patients and visitors.

Flowers and BalloonsFlowers and mylar balloons are welcome for patients, except on intensive careand oncology units, where they may promote infection. Latex balloons, whichcan cause allergic reactions, are not permitted anywhere in the hospital.

Visiting GuidelinesThe Johns Hopkins Hospital believes that family and friends have important rolesin a patients plan of care. Our visiting guidelines are designed to help with safety,enable consistent care of patients, and promote a sense of security among patients,family, and staff. These guidelines recognize that, because family situations differ,other variables may need to be considered in individual situations.

For the comfort of all patients, we ask that you limit your visitors (2 per patient

in semi-private rooms; up to 4 in private rooms). Each unit reserves the right tofurther limit the number of visitors based on the needs of their patients.For your childs health and the comfort of our patients, we request that youngchildren be cared for at home. Please have your younger children accompaniedby an adult in the hospital lobby. Visits by children under the age of 12 shouldbe pre-approved by your nurse.

It is expected that visitors will:QNot visit if they are sick.QComply with designated visiting guidelines.QClean hands before and after visiting.QComply with any infection control practices that may be important to the

patients condition (e.g., wear isolation gown, mask and/or gloves).


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YOUR RIGHTS

Parking

There are several garages and valet parking available to patients and

visitors:

Q Garages: O S, C S O Center, McElderry Street,Weinberg

Q Valet Parking: O C E, W E, OrleansS E

Q Parking Discounted Rates

P , , . S $20.00 10 $40.00. E ( 24 ). T .

P/V S . V S $100.00 10 P O.

Patient/Visitor stamps may be purchased at the following locations:

Q M H / C O (N 161 and Ground Floor Sheikh

M F, 7:30 5:00

Q O C / C O (1 F O C)M F, 5:30 5:00

QW B / A R (1 F W B)M F, 7:00 5:00

Q ME G / M OM F, 4:00 9:00; S, S, holidays,7:00am 11:30pm

Q Shuttle Services:

On-call service is available 24 hours a day,seven days a week within the

perimeter of the East Baltimore medical campus.Information on

If you do park on the street, please be aware that the city tows cars duringcertain . R .


Zayed Tower)

Q Orleans Garage OfficeM F, 4:00 8:00a;Weekends Holidays, 24-hours

departure/arrival times and wheelchair accessibility, call the Transportationoffice at 410-502-6880 (Monday-Friday, 6am-11pm).


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Understanding Your InsuranceThe necessary paperwork will begin as soon as we are informed of your sched-uled visit or admission. You should contact your insurance company before your

visit to find out what services are (or are not) covered under your plan. Yourinsurance companys member service office is a good source of this information.Your member card should have the contact telephone number.

Please be sure that your Primary Care Physician (PCP) knows about yourimpending visit. Your insurance company may require your PCP to submit areferral to us as part of the authorization process.

A preadmission coordinator may call you in advance of your visit to verify basicinformation. On the day of your arrival, you will be required to pay for yourhospital and physician services that are not covered by your insurance. Thesepayments may include a co-payment, deductible, or co-insurance amount. Incertain cases, an admission deposit, based on your estimated length of stay, maybe required.

BillingOur billing offices will file your claims directly with your primary and, when

appropriate, your secondary insurance payer. You will be billed for any co-payments and/or outstanding balances not paid by your insurance payer. If youhave not received notice of payment to us from your insurer within 60 days ofreceiving a copy of your bill, we ask that you contact the insurer and encouragespeedy payment.

Inpatient Hospital Bill

Patients admitted to the hospital (inpatients) will receive separate bills for someservices. Your hospital bill will include charges for your room, food, medicalsupplies and services, and any tests or procedures that you undergo, includingx-rays. You will also receive bills from the Johns Hopkins University ClinicalPractice Association for physician services. These bills will include the cost ofmedical or surgical care as well as cost involving review and interpretation ofdiagnostic tests.

Outpatient Hospital BillPatients seen in a clinic or outpatient setting may receive separate invoices forsome services. Your clinic or outpatient bill will include charges for the use ofthe facility and any tests or procedures done at the time of your appointment.For scheduling reasons, some tests or procedures may be performed at a laterdate and will be billed separately from your outpatient or clinic invoice.

INFORMATION FOR FAMILY AND FRIENDS


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28

Johns Hopkins Hospital Patient Handbook

F q :I/Outpatient - 443-997-0100 or 800-757-1700

P - 410-933-1200 800-657-0066F , : ://../_/_/

Cashiers and Billing CoordinatorsC in Nelson 161, W S entrance of the O C. Treis also a

The form of cash, , , , credit cards. S M F, 7:30 5:00 .

B H 114 . T M F, 8:30 5:00 .

Billing Rights and ObligationsN . T . I - . T . S q .

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Financial AssistanceIf you are unable to pay for medical care, you may qualify for Free or

Reduced-Cost Medically Necessary Care if you:

QA U.S. z U.S.

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For Questions about Your Bill

satellite cashier area on the ground floor lobby of the Sheikh Zayed Tower


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Notes and Questions

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BILLING


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BILLING


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The Johns Hopkins Hospital does not discriminate against any person on the basis of race, color, national

origin, age, sex, sexual orientation, gender identity, religion, disability, or any other basis protected by law.

This policy applies to admission, treatment, and discharge; participation in any programs, activities, or

services; and employment. For more information about this policy, call the Patient Relations Departmentat 410 955-2273 or e-mail [email protected]

The Johns Hopkins Hospital

600 North Wolfe Street

Baltimore, Maryland 21287

www.hopkinshospital.org

Documents

JHH Patient Handbook