To Our Patients: Best regards, Dean M. Harrison President and Chief Executive Officer Northwestern Memorial HealthCare

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1 To Our Patiets: At Northwester Memorial Hospital, our goal is to Deliver Exceptioal Care. This meas offerig you the highest quality, state-of-the-art medical care usig some of the most advaced techology available ad with attetiveess to your physical comfort. Our logstadig affiliatio with Northwester Uiversity Feiberg School of Medicie ad strog collaboratio with our cliical parters provide you with access to the latest cliical treatmets, diagostics ad medical research. Northwester Memorial is recogized as oe of the atio s top teachig hospitals ad as such, this itegrated relatioship is oe that beefits our patiets directly ad is a characteristic of beig a leadig academic medical ceter. While you are i the hospital, we will work to esure that you are well-iformed about your medical care, your treatmet optios ad your medicatios. We kow that the best care icludes attetio to your emotioal ad spiritual eeds ad ay other cocers you may share with us. This is importat to our Patiets First missio ad is reflected i everythig we do. Please let us kow what we ca do to help you feel at ease. This booklet is provided to aswer some of the questios you may have durig your hospital stay. It describes how we ca parter with you to esure a safe hospitalizatio as well as the people who will be carig for you i the hospital ad how to differetiate amog them based o the apparel they wear. The may services we offer to make your stay more comfortable are highlighted, such as the availability of educatioal resources ad complimetary high-speed wireless Iteret access. I a eclosed brochure, we also provide a descriptio of your rights ad resposibilities as a patiet. Your feedback is importat to us. I additio to talkig with your physicia ad urse, please kow that our Patiet Represetatives ca be reached at extesio ad are available to aswer ay questios that you ad your family may have. At some poit durig your hospital stay, a voluteer may stop by your room to ask questios about your experiece as a patiet so that we ca uderstad ad respod to ay cocers. Please let a staff member kow if you would like to discuss ay aspect of your care, or you may call me directly at extesio or at home at After you leave Northwester Memorial, you may have a opportuity to further share your feedback through a patiet satisfactio survey set though the mail. Thak you for choosig Northwester Memorial for your hospital care. It is my sicere hope that you ad your family will feel like a part of our family. Best regards, Dea M. Harriso Presidet ad Chief Executive Officer Northwester Memorial HealthCare

2 Table of Cotets This iformatioal booklet has bee developed as a resource for patiets at Northwester Memorial Hospital ad Pretice Wome s Hospital ad for their families ad visitors. PATIENT SAFETY YOUR Caregivers MANAGING PAIN... 8 YOUR STAY... 9 TO BETTER SERVE YOU Visitor Iformatio Makig Healthcare Decisios...14 Iformatioal Services PRENTICE WOMEN S HOSPITAL Our Arts Program supports a healig eviromet through works displayed i Feiberg, Galter ad Pretice. This photograph, etitled Stoe Walkway, Sa Fracisco, is located o the 15th floor of Pretice. Photograph by Mote Nagler.

3 Be Our Parter i Patiet Safety While you are a patiet at Northwester Memorial, we are committed to providig you with the best experiece possible. We wat you to parter with your physicias ad urses so that you receive the right care at the right time. You ca help your healthcare team by providig the followig iformatio: Ay allergies or reactios you may have to medicies or foods A curret list of your prescribed medicies with the ame, purpose, dose ad whe you take them A list of ay medicies, supplemets or diet aids that you buy over the couter, such as aspiri, cold medicie, vitamis or herbal supplemets Your health history, icludig past surgeries The ames ad phoe umbers of your physicias, cliics ad pharmacies Whe you are discharged, we will be happy to provide you with a complimetary form to help you keep track of your medicatios. You ca use this to keep a record of your prescriptio ad over-the-couter medicies, why you take them, your dosages ad ay drug allergies you may have. If you would like oe of these forms, please ask your urse. Reducig the spread of illess ad ifectio Keepig hads clea is oe of the most importat ways to prevet the spread of illess ad ifectio. We work hard to esure that all healthcare workers ad visitors clea their hads frequetly. You ca expect your caregivers ad other employees to always clea their hads whe eterig ad leavig your room. Frequet commuicatio ad collaboratio amog the members of your care team your physicias, urses ad techicias help us deliver the best care. 6

4 Your family ad visitors also may otice that we have istalled kiosks throughout our hospital facilities ad stocked them with masks, saitizig wipes ad tissues to help reduce the spread of viral ad bacterial ifectios. Your Caregivers ad Support Services Team Durig your hospital stay, you will ecouter a variety of healthcare professioals. Physicias, hospitalists ad other caregivers wear idetificatio badges issued by Northwester Memorial or Northwester Uiversity. Hospitalists, who are physicias o the medical staff specializig i hospital-based medicie, ad other physicias wear white or gray coats. Medical residets ad iters wear log white coats ad medical studets wear short white coats. Color-coded apparel is wor by urses ad other caregivers as well as those who support your care. If you have a questio about the role of ay member of your care team, please ask your urse. Idetifyig your Caregivers NURSES Registered urses (RN) ad licesed practical urses (LPN) TECHNICAL SUPPORT SPECIALISTS Techicias ad assistig persoel who support your care LICENSED PRACTITIONERS Therapists, techologists, social workers ad dietitias CHAPLAINS Employees of our Pastoral Services departmet who provide iterfaith pastoral care ad persoal support VOLUNTEERS Wome ad me who assist Northwester Memorial by doatig time ad service PATIENT ESCORTS Employees who provide you with safe, comfortable trasportatio to ad from medical tests or procedures 7

5 Maagig Your Pai We wat you to be as comfortable as possible while i our care ad we will work with you to try to relieve or reduce ay pai you experiece. Pai relief medicatios ad relaxatio techiques ca help you be more active ad aid i your recovery. What ca you do to get pai relief? Talk with your physicia ad urse. Your care providers caot always tell whe you are i pai ad it is importat to let them kow. Also, tell them what pai medicies you have take i the past ad how well they have worked for you. Poit to where the pai is located. Describe how the pai feels. Does it ache? Throb? Bur? There may be may ways to describe your pai. Rate your pai o a scale of 0 to 10, with 0 meaig o pai ad 10 the worst pai you ca imagie. Tell your physicia ad urse how well your curret pai medicie is workig. It is best to take your pai medicie before the pai becomes severe, whe it is more difficult to relieve. Music or televisio may distract you from pai. Cosider viewig oe of the relaxatio videos foud o our o-demad televisio system. They iclude Relaxig Through the Seasos (title No. 122), which guides you through five easy relaxatio exercises, ad Rhythmic Medicie (title No. 121), which uses ature scees ad calmig music to help ease stress. If you are hospitalized i Feiberg, relaxatio videos ca be ordered by dialig extesio from your room phoe. If you are hospitalized i Pretice, relaxatio videos ca be ordered through the iteractive televisio i your room. If you have questios about how to access these videos, ask your urse. If you would like more iformatio about pai maagemet, your urse ca provide you with the brochure Maagig Your Pai. Please kow that the physicias, urses ad other staff at Northwester Memorial care about your comfort. If you have questios, please ask. 8

6 Makig Your Stay Comfortable ad Safe Telephoe To make local calls with area codes 312, 630, 708, 773, 872 ad 847, dial area code + telephoe umber. There is o charge for local calls. To make a log-distace call, dial area code + telephoe umber ad eter your credit card or phoe callig card umber at the toe. You also may call collect by dialig the telephoe umber ad remaiig o the lie for a operator. To call withi hospital facilities, dial the last five digits of the umber. Wireless Iteret Complimetary high-speed wireless Iteret service is available for laptop computers i patiet rooms ad i some public areas of Feiberg ad Galter ad i Pretice. Televisio ad o-demad patiet educatio videos Patiet rooms i Feiberg ad Pretice are equipped with a televisio offerig etwork ad cable chaels. Also, our ow o-demad televisio system offers some 200 patiet educatio videos with iformatio about medical treatmets ad follow-up care. To view o-demad patiet educatio videos i Feiberg, dial extesio from your room phoe. I Pretice, iteractive televisios provide 24-hour access to o-demad patiet educatio videos, hospital iformatio, the Iteret ad etertaimet optios that iclude televisio, movies ad games. For assistace with your televisio, please ask your urse. A variety of retail optios are available o the Northwester campus icludig restaurats, specialty beverage outlets, florists ad gift shops. 9

7 Pharmacy Your urse ca arrage to have your prescriptios filled at the o-site Walgrees pharmacy, where you ca pick them up before you leave. You will be resposible for the co-paymet, which caot be icluded i your hospital bill. If you prefer to have your prescriptios filled by aother pharmacy, please ask your urse for your prescriptio orders. Walgrees is located o the first floor of Galter ad ca be reached by callig Pastoral Services (Chaplai) Patiets ad their families ca access Pastoral Services at ay time, day or ight. Our iterfaith chaplais serve idividuals of all faith traditios ad are available to accommodate religious ad spiritual eeds ad provide support. You may cotact Pastoral Services from 8 a.m. to 5 p.m., Moday through Friday, by callig extesio You ca ask your urse to page a chaplai at ay time if you eed immediate assistace. Prohibited Items ad Privacy Certai items are prohibited iside hospital facilities ad we ask for your cooperatio i followig our policies ad procedures. Items ot allowed iclude, but are ot limited to, alcohol, tobacco products, weapos ad ay illegal substaces. We respect your privacy. However, please kow that if we determie there is a reaso to be cocered for your safety or the safety of other patiets or staff, we reserve the right to ask our security staff to search your belogigs ad room as well as your visitors ad their possessios. If possible, we will let you kow before ay search is coducted ad we will make every effort to miimize the disruptio. Durig your stay, you may meet members of our Voluteer Services departmet, dedicated me ad wome who cotribute thousads of hours a year to assist. 10

8 Smoke-Free Eviromet All buildigs o the Northwester campus are o-smokig facilities. Smokig is ot allowed iside or withi 30 feet of ay buildig. Leavig Your Room Movig aroud ad gettig out of your room for a walk ca be a positive part of the healig process. If your physicia permits, you may walk aroud your care uit. For your safety, patiets may ot leave their immediate care area. To Better Serve You We wat you to be completely satisfied with your hospital experiece. The followig services are available for support while you are here. Patiet Represetatives Patiet Represetatives are available to respod to questios ad cocers about your experiece. They ca assist with commuicatio with members of your healthcare team. They are available from 8:30 a.m. to 5 p.m., Moday through Friday. To schedule a appoitmet, please call extesio If you eed immediate assistace at other times, call the hospital operator ad ask to be coected to the hospital operatios admiistrator o duty. Iterpreters ad Sesory Assistace providers Iterpreters are provided free of charge for patiets with limited Eglish proficiecy ad for those who are hearig- or sight-impaired. Your urse or aother caregiver ca arrage for these services ad other assistive devices or you may call the Patiet Represetatives departmet at extesio for assistace. Patiet Feedback Your feedback is importat to us, especially while you are i the hospital. A hospital represetative may visit you to ask about your experiece as a patiet. This immediate feedback helps us uderstad ad respod to ay questios or cocers you may have ad helps us improve your hospital stay. Medical Ethics Committee Members of our Medical Ethics Committee are available for cosultatios with staff, patiets ad families upo request. You may arrage for a cosultatio by speakig to your physicia or urse, by callig Patiet Represetatives at extesio or by askig the hospital operator to page the medical ethics member o call. 11

9 Fiacial assistace Northwester Memorial offers may optios for fiacial assistace, icludig free ad discouted care ad exteded paymet plas. Our fiacial couselors ca help you apply for these programs or aswer questios about your bill. Fiacial couselors are available to meet with you idividually or by phoe ad are located o the secod floor of Feiberg i Room They ca be reached by callig extesio , or you may ask your urse to help you set up a cosultatio with a fiacial couselor. After you are discharged, you ca reach our fiacial couselors toll-free at For more iformatio, please see the About Your Hospital Bill brochure i the pocket of this folder. Preparig to Leave the Hospital Your urse, physicia ad other healthcare providers will review your discharge pla with you. You will receive writte istructios that will explai whe ad how to take ay medicie; ay restrictios o your physical activity; ad guidelies for a safe recovery ad follow-up care. If you have ay questios or cocers, please talk with your physicia or urse. Visitor Iformatio, Parkig ad Trasportatio Visitors play a importat role i the recovery process. For your security, everyoe who visits a patiet must obtai a visitor s badge from a iformatio desk before eterig patiet care areas. The badge is valid oly for the date ad area desigated ad must be wor at all times i hospital facilities. Visitig a Patiet Some patiet care areas, icludig itesive care uits, may have differet visitatio policies based o medical coditios or idividual eeds. Please be aware that special protocols are ecessary whe visitig patiets with isolatio precautios to prevet or maage ifectio. Please ask your urse if you have questios about the visitig guidelies. Overight Visitors Patiet rooms are furished with a widow seat that coverts to a daybed accommodatig oe overight visitor. I most circumstaces, stayig overight i our waitig rooms is ot allowed. 12

10 Our urses proudly wear gold pis sigifyig that we have achieved Maget status, the atioally recogized gold stadard for ursig excellece ad quality care. Discouted Parkig Discouted parkig is available for patiets, family members ad visitors i the garage across from Feiberg ad Galter, betwee Superior ad Huro streets. Bridges to ad from the garage are located o the secod floors of both pavilios. Please ote that betwee 6 p.m. ad 6 a.m., visitors caot access Galter from the secod-floor bridge. Visitors may use the bridge o the east ed of the parkig garage that coects with Feiberg. Also, betwee 7 p.m. ad 7 a.m., groud-level access ito Feiberg ad Galter is limited to the mai driveway etraces. Parkig tickets must be validated each time a car is parked or regular parkig rates will apply. Validatio is offered at the iformatio desks i Feiberg ad Galter o the first ad secod floors ad i Pretice at the customer service desk i the mai lobby. Valet parkig is available through the Pretice driveway, accessible from Superior Street. Lodgig for Family ad Frieds We work with several earby hotels to provide discouted rooms for family ad frieds visitig our patiets. To fid a discouted room ear the Northwester campus, call our Health Resources departmet at 6-ROOM (7666), from 8 a.m. to 5 p.m. Moday through Friday or you ca visit click o the Hospital Guide tab at the top of the page, select For Patiets ad go to Discouted Lodgig. 13

11 Makig Healthcare Decisios I the evet that you become uable to make decisios for yourself, you may wat to ask a family member or fried i advace to be your decisio maker. Here are some suggestios that may be helpful: Ask your desigated decisio maker to stay with you eve overight i areas where permitted durig your hospital stay. If you have a questio about overight stays, ask your urse. Ivite this perso to come with you to tests ad procedures to help ask questios ad write dow istructios. Share your wishes about treatmet, care ad emergecy measures should you become uable to make your ow decisios. Tell your urse ad physicia who will be your healthcare decisio maker. We will commuicate with this perso as ecessary, but please be aware that he or she may ot have legal authority to make decisios o your behalf. Desigate your healthcare decisio maker formally with a healthcare power of attorey to provide that perso with the legal authority to make decisios o your behalf. Advace Directives We recommed that all adult patiets choose someoe to serve as their power of attorey for healthcare, oe of the most frequetly used advace directives. This should be someoe you kow well ad someoe you trust to make decisios o your behalf should you become uable to do so. If you already have a power of attorey for healthcare or aother advace directive such as a livig will, please State-of-the-art techology supports urses, physicias ad other caregivers at the bedside ad throughout our hospital facilities. 14

12 provide a copy to your urse so that it ca be stored i your hospital medical record. We also recommed that you review your advace directives with your physicia. At your request, we will provide you with forms that you ca use to ame a healthcare power of attorey or to idicate your advace directives. For more detailed iformatio, please refer to the brochure A Voice I Your Future, icluded i this folder. For cosultatio or assistace with advace directives, cotact Pastoral Services at , 8 a.m. to 5 p.m. Moday through Friday. After regular hours, you ca ask your urse to page a iterfaith chaplai. Special Iformatioal Services We offer a umber of iformatioal health resources ad ivite you ad your loved oes to take advatage of these to support your healthcare decisios. Patiet Educatio Havig the right iformatio about your medical coditio ad care is essetial. I additio to the o-demad patiet educatio videos explaied earlier o Page 9, we offer more tha 250 iformatioal guides that describe a variety of tests, procedures, treatmets ad follow-up care. If you would like more iformatio, please talk with your urse or aother healthcare professioal. You ca also access these iformatioal guides through our Web site at Oce you are o our home page, click o the Hospital Guide tab at the top of the page. The click o For Patiets ad select Patiet Educatio. Health Learig CeterS Our Health Learig Ceters are ope to the public, offerig health ad welless iformatio for patiets, families ad the commuity at o charge. Traied idividuals are available to help you fid iformatio ad resources. The mai Health Learig Ceter is o the third floor of Galter, Room 3-304, ad is ope Moday through Friday from 9 a.m. to 5:30 p.m. You may cotact the Health Learig Ceter by callig LINK (5465) or by ig hlc@mh.org. The Alberto Culver Wome s Health Learig Ceter is located o the first floor of Pretice ad specializes i wome s health iformatio. It is ope Moday through Friday from 9 a.m. to 5:30 p.m. You may cotact the Wome s Health Learig Ceter i Pretice by callig or by ig womeshealthceter@mh.org. For more iformatio, visit 15

13 QUALITY REPORT CARD Our Quality Report Card provides data about Northwester Memorial s performace i selected cliical treatmet areas, surgical outcomes ad patiet satisfactio. Measures of our quality performace ad atioal comparisos are highlighted o the Quality Report Card available o our Web site at This iformatio is provided to help idividuals become iformed parters i their healthcare decisios. Northwester Memorial Olie By visitig our Web site at you ca fid aswers to questios about medical coditios; look up welless ad health iformatio; search for physicia iformatio; request referrals ad appoitmets; ad lear more about Northwester Memorial. For iformatio about wome s health issues, go to pretice.mh.org. Additioal Iformatio About Pretice Visitig i the Reée Schie Crow Neoatal Itesive Care Uit (NICU) Parets ad guardias may be with their ifats 24 hours a day. Gradparets, adult family members ad frieds may visit aytime as log as a paret or guardia with a idetificatio bad is preset. Four people may visit at oe time. Please talk with a NICU urse about the uique visitig rules for sibligs ad other childre. Breast Pump Retal Medical-grade breast pumps ca be reted at Ze & Now Gifts o the first floor of Pretice. The shop is ope Moday through Friday from 9 a.m. to 8 p.m. ad Saturday ad Suday from 10 a.m. to 6 p.m. Call for more iformatio. 16

14 The Robert H. Lurie Comprehesive Cacer Ceter of orthwester Uiversity at orthwester memorial hospital Most medical ocology ad hematology ipatiets are treated o specially desiged ad equipped floors i Pretice. Patiets with cacer beefit from special ameities desiged to respod to their medical eeds ad provide comfort. Patiets have access to services that help improve ad maitai stregth ad edurace durig cacer treatmet ad a care eviromet built with materials ad systems that reduce the risk of ifectio for those with compromised immue systems. While i the hospital, patiets with cacer are provided with cacer rehabilitatio services icludig idividual ad group physical ad occupatioal therapy sessios through the Rehabilitatio Istitute of Chicago, which is o the medical campus. Additioally, itegrative medicie services, such as massage therapy ad acupucture, are available through the Ceter for Itegrative Medicie ad Welless. Wome with cacer ca beefit from the Maggie Daley Ceter for Wome s Cacer Care, a two-floor ceter that offers a uique itegrative, holistic approach addressig emotioal, aesthetic ad physical eeds durig cacer treatmet. Ask your urse if you would like more iformatio about the services available. We value teamwork ad iformatio sharig amog all caregivers as essetial to providig the best care. 17

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16 About Northwester Memorial Northwester Memorial Hospital is cosistetly raked by healthcare cosumers as the most preferred hospital i the Chicago regio. We have eared atioal Maget recogitio, the gold stadard for ursig excellece ad quality care. A umber of our medical specialties are raked i U.S. News & World Report magazie s aual Best Hospitals issue. Our efforts to provide quality care are recogized atioally. We are icluded i The Leapfrog Group s Top Hospitals list for quality ad safety of care practices ad the Natioal Committee for Quality Health Care has hoored us with the prestigious Natioal Quality Health Care Award. We also are recogized as oe of the atio s 100 Top Hospitals by Thomso Reuters, a aual study that examies the overall performace of more tha 3,000 hospitals atiowide. Our efforts to support patiet care with advaced techology have eared us a place o the 100 Most Wired list of hospitals ad health systems published by Hospital & Health Networks magazie ad we are cosistetly amed to Workig Mother magazie s list of 100 Best Compaies for Workig Mothers.

17 251 East Huro Street Chicago, Illiois mh.org Our Missio Northwester Memorial is a academic medical ceter hospital where the patiet comes first. We are a orgaizatio of caregivers who aspire to cosistetly high stadards of quality, cost-effectiveess ad patiet satisfactio. We seek to improve the health of the commuities we serve by deliverig a broad rage of services with sesitivity to the idividual eeds of our patiets ad their families. We are boded i a essetial academic ad service relatioship with Northwester Uiversity Feiberg School of Medicie. The quality of our services is ehaced through their itegratio with educatio ad research i a eviromet that ecourages excellece of practice, critical iquiry ad learig. Para asistecia e español, por favor llamar al Departameto de Represetates para Pacietes al Northwester Memorial is a equal opportuity employer that welcomes, respects ad serves with digity all people ad does ot discrimiate, icludig i hirig, or employmet, or admissio, or access to, or treatmet i its programs or activities o the basis of race, color, geder, atioal origi, religio, disability, hadicap, age, Vietam or other vetera status, sexual orietatio or ay other status protected by relevat law. To arrage for TDD/TTY, auxiliary aids ad foreig laguage iterpretatio services, or for issues related to the Rehabilitatio Act of 1973, call the Patiet Represetative departmet at , TDD/TTY umber November Northwester Memorial Hospital Divisio of Public Relatios, Marketig ad Physicia Services For more iformatio about Northwester Memorial Hospital, please visit mh.org