Upper Chesapeake Health Hospitals

Upper Chesapeake Health Hospitals
A Member of the University of Maryland Medical System
Patient & family
H AN D B O O K
We hope this handbook will help answer
questions you may have during your stay at
Upper Chesapeake Health
1 Welcome
2 About Us
7
During Your Stay
10 Your Health Care Team 12 Take Charge of Your Hospital Stay
19 Support Groups
20 Healing Health Care Services
21 Financial Arrangements
22 Leaving the Hospital
25 Patient Rights and Responsibilities
28 Informed Consent and Advance Directives
30 Notes
32 Index
C O NTENT S
Welcome
Thank you for choosing Upper Chesapeake Health for
your health care. It is with pride that we strive to provide
you with unparalleled care and service. We are committed
to making your stay with us as pleasant and comfortable
as possible. The vision guiding Upper Chesapeake Health
emphasizes creating good health for all community
residents. Building on that vision, we have a strong
commitment to providing care in a healing and
compassionate environment — so much so that it has
become part of the fabric of the health care experience
at Upper Chesapeake Health. We are over 3,000
physicians and health care professionals who are using
the most advanced medical technology to deliver care
for the mind, body, and spirit for every patient, every
encounter, every day.
In Good Health,
Lyle E. Sheldon, FACHE
President and Chief Executive Officer
Upper Chesapeake Health
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About Us
Upper Chesapeake Health (UCH) is a
two-hospital, not-for-profit health system,
consisting of Upper Chesapeake Medical
Center in Bel Air and Harford Memorial
Hospital in Havre de Grace. Our facilities are
fully accredited by The Joint Commission.
U p p e r C h e s a p e a k e M e d i ca l C e n t e r (U CM C)
The Upper Chesapeake Medical Center campus is located in the heart of Bel
Air in Harford County, Maryland. The state-of-the-art medical center provides
the latest advances in medical technology in a healing and compassionate
environment, including Kaufman Cancer Center and Family Birthplace.
500 Upper Chesapeake Drive
Bel Air, MD 21014
443-643-1000
• 191 beds
• 566 physicians with privileges on campus
Ambulatory Care Center
Adjacent to UCMC is the Ambulatory Care Center (ACC) of Harford
County which contains:
• Physician Offices
• Outpatient Imaging
• Laboratory
• Outpatient Pre-Surgical Testing
• Upper Chesapeake Surgical Pavilion
• Upper Chesapeake Heart and Vascular Institute
• Administrative Offices
UCH Pavilion II:
Adjacent to the ACC, Pavillion II houses the following outpatient services:
• Anticoagulation Management
• University of Maryland Center for Diabetes and Endocrinology at UCMC
• Laboratory
• Rehabilitative Services
2 | Upper Chesapeake Health Hospitals
H ar for d M e m o ri a l H o s p i t a l ( H M H )
Boasting a tradition of caring for the community for over 100 years,
Harford Memorial Hospital in historic Havre de Grace, MD, is a treasure
that exquisitely blends old and new.
501 South Union Avenue
Havre de Grace, MD 21078
443-843-5000
• 89 beds
• 402 physicians with privileges on campus
Care Services:
• Acute Care
• A full complement of medical, diagnostic and emergency care services
• Sleep Disorders Center
• Wound Care Center
• Intensive Outpatient Program
• Behavioral Health
P ar k i ng
Secure all your valuables out of sight if you must leave them in your
vehicle. Please be sure to lock your car. When exiting your vehicle, be
aware of your surroundings. If you need assistance, please call Security for
UCMC (443-643-2444) or HMH (443-843-5314).
Upper Chesapeake Medical Center
The UCMC Parking Garage is located on the lower levels of Pavilion II.
Free parking is available in designated surface parking lots.
Garage Parking Fees*:
0 - 90 Minutes FREE
90 Minutes - 2 Hours $2
2 - 3 Hours $3
3 - 7 Hours $4
7+ Hours $5/day
*Fees are in effect Monday - Friday, 6 am-7 pm
The parking garage is free from Friday, 7 pm-Monday, 6 am
Harford Memorial Hospital
Free on-street parking is available around the hospital, but it is subject
to limitations. A well-lit parking garage across the street from the main
entrance of the hospital offers parking at a $1 per day fee. Please follow
all state and local ordinances when parking on streets adjacent to Upper
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Chesapeake Health property. Patients and visitors are cautioned not to
park in reserved areas or certain designated areas. Hospital handicapped
parking is located near the Emergency Department entrance. The circular
driveway at the front entrance of the hospital is for dropping off or picking
up patients.
FOO d
Upper Chesapeake Medical Center Garden Café
Location: Garden Level (G)
Hours:
Breakfast: 6:30-10 am
Lunch: 11 am-2 pm
Dinner: 5-7 pm
The cafeteria service station includes a short-order grill, made-to-order
deli bar, hot food station, snack area, salad bar and hot/cold beverage
area. Vending machines are located to the left of the main dining room in
the corridor that leads to the Emergency Department.
Harford Memorial Hospital Café 501
Location: Ground Floor
Hours:
Breakfast: 6:30–10 am
Lunch: 11 am–2 pm
Cold Bar: Weekdays 2-5 pm
Dinner: 4:30–7 pm
The cafeteria service station includes a short-order grill, self-serve deli
bar, hot food station, snack area, salad bar and hot/cold beverage area.
Vending machines are located just outside the main dining room. The
vending machines contain hot and cold food, beverages and snacks.
G i ft S h op
Our Gift Shops are located in the main lobby area at both hospitals. The
shops have gift items, flowers, magazines, cards, snacks, beverages and
toiletries.
Vi si tor s
Family, friends and children accompanied by an adult are welcome.
• Visitors will utilize the main entrance. During extended visitation
hours, the Emergency Department entrance will be utilized. A sign
will provide instructions to visitors coming to the main entrance after
the door is locked.
4 | Upper Chesapeake Health Hospitals
• Visitation on any unit may be limited at the discretion of the health care
team based on the patient’s condition and level of need.
• Children under the age of 16 may not be left unattended at any time
while in the hospital and must be under the direct supervision of a
responsible adult to assure a safe environment for the child and patient.
• UCH allows a family member, friend or other individual to be present
with the patient for emotional support during the course of the stay
unless the individual’s presence infringes on others’ rights or safety or
is medically or therapeutically contraindicated.
VISITING HO U RS
Our hospitals offer open visitation from 10 am until 9 pm in most areas.
During flu season, visiting hours may be further restricted to prevent the
spread of infection to vulnerable patients. The following units have some
special considerations regarding visitation:
Family Birthplace
The Family Birthplace entrance at UCMC is for use of visitors to
Family Birthplace and Children’s Center patients ONLY during open
visitation hours.
Behavioral Health Unit
The Behavioral Health Unit at HMH can only accommodate two visitors per
patient at a time. The safety of our patients and visitors is very important
to us. Visitation takes place in the day room, not the patient’s room.
• No children under the age of 16 are permitted to visit unless so ordered
by the physician.
• There is no smoking on the unit. No matches, cigarettes or lighters are
allowed.
• Clothes brought from home should have no strings on the clothing;
also, no hoodies or hats are to be worn.
• Staff members will check any packages brought from home.
• No food items from outside the unit are allowed in.
• The patient you are visiting or the social worker will provide an access
code to you. You will be asked for the code before entering the unit.
Visiting Hours for Behavioral Health Unit
Monday, Wednesday, Friday and Saturday, 7-8 pm
Tuesday and Thursday, 2-3 pm
Sundays and Holidays, 2-3 pm and 7-8 pm
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Intensive and Intermediate Care Units
• Visitors are requested to use the telephone outside of the ICU doors to
request authorization to visit.
• No more than two visitors per patient at a time.
• Due to the severity of illness, children under the age of 12 are
not permitted.
• To allow patients to rest, 7 am to 12 noon is set aside for quiet time.
• Visitation is limited during shift report times — 7-8 am and 7-8 pm.
Please ask the health care team for guidance planning your visit.
Isolation Patients
• No more than two visitors at a time
• No visitors under the age of 12
• Visitors are required to wear personal protective equipment (PPE).
PPE is defined on an isolation sign outside the patient’s room.
• Visitors are required to remove/dispose of PPE according to
policy/instructions.
• Visitors are asked to postpone their visit if they have cold or
flu symptoms.
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During Your Stay
We have policies and procedures in place
to help you and your family work with our
doctors, nurses and team members to get
the most from your hospital stay. Please
take a few minutes to review these guidelines with your loved ones.
C e l l u l ar p h o n e s
During your stay, you may notice that some of our health care providers are
using cellular phones. These phones are being used for patient care purposes
and allow the health care team to respond to patient needs in a prompt and
efficient manner.
I d e nti fi c at i o n Ba n d
Your identification (ID) band shows your name, date of birth and medical
record number. The ID band is used to match you with the treatment and
medications you need. Additionally, you may have a colored band assigned
to you for safety reasons. Do not remove any wrist bands while you are in
the hospital.
R oom A ssi g n m e n t
You are assigned to a room that best meets your needs. Special
consideration is given to protecting patients from infections and other
concerns. We make every effort to give you the type of room you request.
If you do not find your room suitable, you may ask to be moved when
another room becomes available.
Y ou r B e d
Your care team will show you how to raise and lower your bed and can help
you adjust it. Please do not try to get out of bed unless your doctor or nurse
says it is okay. Your bed should always be in the “low” position when you get
in or out of it. Your doctor or nurse may decide there is a specific medical
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reason for your bed rails to be raised. If so, please do not lower them
yourself or allow a visitor to do so for you. Use the Call Bell to ask for assistance.
C al l B e l l
The nursing staff will show you how to use the Call Bell in your room and
bathroom. Someone will respond as soon as possible.
Gue st S e r v i c e s
The Guest Services Department is responsible for ensuring that the rights
of our patients are upheld and for resolving any concerns regarding
patient care at our hospitals. Patients or family members who have
concerns or positive comments about their hospital stay should contact
Guest Services at extension 2400 (UCMC) or 5618 (HMH).
A ssi sti v e D e vi c e s /I n t e r p r e t e r
To accommodate patients and their family members who have visual,
speech and/or hearing impairments, and/or whose English is limited,
UCH provides assistive devices for use in the hospital at no cost to the
patient or family member. Please speak to your nurse or call Guest
Services at extension 2400 (UCMC) or 5618 (HMH) for assistance.
B ath i ng an d To i l e t r i e s
If you need assistance, your nurse or patient care technician can help you
with your bath or shower. If you need a toothbrush, toothpaste, comb or
other toiletries, please ask your care team.
Me al s Three meals are served daily. Each day, you will receive options of food
choices for the next day. A registered dietitian or dietetic technician plans
your meals. You may be on a special diet, so check with your nurse before
asking visitors to bring you food. If you want to discuss your diet or have
special food requirements, ask your nurse to contact the dietitian. If you
miss a meal because of tests or treatments, your care team can arrange
for you to receive it upon your return.
P ati e nt an d F am i ly E d uc a t i o n C h a nnel
We provide a variety of free educational videos on general and specific
health topics that you can watch from the TV in your room. Ask your nurse
8 | Upper Chesapeake Health Hospitals
or another staff member for the On Demand video brochure. You can
select any video and watch at a time that is convenient to you. Call extension 4949 (UCMC) or 5980 (HMH) from your room to activate this feature.
H ow to S to re B e l o n g i n g s
Anything you do not need during your stay in the hospital should be sent
home, including luggage, jewelry, money and extra clothes. Please store
belongings in the bedside table or cabinet. Put dentures or eyeglasses in
a case. Do not wrap small items in paper towels or tissues because they
may be mistaken for trash and thrown away.
The hospital is not responsible for personal belongings or money.
N e w sp ap e r s & M a i l
Local newspapers may be purchased in the hospital’s lobby or cafeteria.
Letters and packages for patients are delivered directly to the patients’
rooms. Mail that arrives after a patient has been discharged is forwarded
to the patient’s home address.
Sm ok i ng p o l icy
Smoking is not permitted on any UCH campus.
T e l ev i si on
Cable television is provided free of charge.
T e l e p h one
Free local telephone calls may be made by dialing “9” and the number.
Long distance calls cannot be charged to your room. Friends and family
can call patients in their rooms by dialing the hospital switchboard at
443-643-1000 (UCMC) or 443-843-5000 (HMH).
WIFI
For wireless connection options on your device, choose the “public”
network and accept the terms that this is an unsecure site whose
content can be seen by others.
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Your Health Care Team
T h e M e d i c a l St a f f
The physician who admits you is responsible for guiding your care plan
and will authorize your discharge from the hospital. Your physician, as the
coordinator of your treatment, should be consulted if you have questions
about your care. Your physician may consult with a specialist during your
hospital stay or coordinate care through a hospitalist.
H osp i tal i s t
The UCH hospitalist program consists of a team of medical providers who
ensure that you are carefully monitored and receive the best possible care
while hospitalized. A hospitalist is an internal medicine physician who
specializes in the care of hospitalized patients and their unique conditions.
Since hospitalists do not maintain a medical practice outside of the hospital,
they focus all of their attention on inpatients and are available to address
changing conditions and situations. Hospitalists manage your hospital stay
by coordinating and consulting with specialists, monitoring your progress,
and staying in close touch with you, your family and your primary care
physician. All UCH hospitalists are either board certified or board eligible.
T h e Nur si n g T e a m
Twenty-four hour nursing care is provided by a nursing team led by
professional registered nurses (RNs) as well as critical care and patient
care technicians. The nurse plans, administers and evaluates your care. A
clinical nurse manager is responsible for directing and coordinating the
overall nursing care of the unit, and may visit new patients to see if they
have any special needs or concerns. Licensed practical nurses and patient
care technicians are also an integral part of the nursing team.
P h arm ac i st s
Our pharmacists control medication dispensing and monitoring. For your
safety, a medication dose packaging system ensures the right medication
and dosage is administered.
10 | Upper Chesapeake Health Hospitals
T h e r ap i sts
Our physical, occupational and speech therapists in the Rehabilitative
Services Department provide treatment to help you function at your best
possible level. Respiratory therapists provide treatments to aid in your
breathing.
C ase M ana g e rs
Our case managers help ensure your timely and efficient hospital
admission. They play a key role in the discharge process and determine
what services you may need at home.
S oc i al W ork e r s
Social workers help you and your loved ones understand and cope with
disease and disability. They also find services in the community to assist
in your recovery. You, your doctor or a family member can request a visit
from a social worker.
O th e r H e al t h C a re P r o f e s s i o n a l s a nd
Su p p or t S e r vi c e s
Lab technicians, dietitians, radiographers, security staff, transporters,
maintenance, environmental and nutritional services staff, as well as
volunteers, are among the many people who make your hospital stay as
beneficial and comfortable as possible.
S p i r i tu al Ca re
Chaplains are available at all times to offer spiritual support for patients
and families.
• Chapel
An interfaith chapel is located on the first floor at both UCMC and HMH.
Visitors will find CareNotes™ on a variety of topics, devotional booklets,
and scriptures from various traditions. The chapel is open 24 hours a day.
• Notification of Community Clergy
Due to Federal privacy laws, chaplains may only call home faith
communities with the permission of the patients or their designated
durable medical Power of Attorney (health care decision maker).
• Faith Community Visitors
Community clergy and authorized lay visitors are always welcome to
visit patients at the request of the patient or a family member. All faith
community visitors are asked to sign in at the front desk and to wear an
adhesive visitors badge during the visit.
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Take Charge of Your Hospital Stay
Y o u r C ar e Pl a n
With your help, we will create a plan for your care. Early on, it will help us
determine your illness and how we will treat it. At first, it might include
tests to diagnose the condition. Later, it can include procedures, medications,
therapy and diet. We want you to understand the plan. Please feel free to
ask about it throughout your stay.
W hy W e A s k t h e Q u e s t i o n s W e As k
While you are in the hospital, different members of your care team may
ask the same questions over and over. We understand this is challenging,
so we would like to tell you why we ask the following questions multiple
times:
What is your name and date of birth?
This is an important safety question. You will be asked this before every
procedure, treatment or medication. This prevents errors.
What are you here for today?
A number of people will ask you this question when you are being
admitted because you are the best source of information. When you are
asked again, you may remember things you had forgotten earlier.
Do you have any allergies?
The nurse or doctor taking care of you has this information in your chart
but may double check it just before the medication is given.
Do you have any pain right now?
We will ask you to rate your pain throughout the day so that we can make
adjustments based on how you are currently feeling. Our goal is to
maintain your comfort level.
What is your goal for today?
Small daily goals help to speed up your recovery. We will work with you
to best reach your goals.
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Y o u ar e r e s p o n s i b l e f o r :
• Providing all the necessary information to assist us with the
appropriate care, including a health history.
• Being an active participant in your health care decisions and voicing
any concerns you might have.
• Asking questions of your health care team when you do not
understand.
• Accepting consequences if you or your family does not follow the
recommended treatment plan.
• Respecting others by treating your health care team and others with
courtesy.
• Respecting the privacy, confidentiality and property of fellow patients
and their families.
• Informing your health care team if you desire a transfer of care to
another facility.
• Following policies and procedures of UCH hospitals.
• Assuring that your financial obligations concerning your hospital care
are met.
P ati e nt S a f e t y – S p e a k u p
Patient safety is top priority at Upper Chesapeake Health. During your
stay, the doctors, nurses and team members will treat you and your family
as partners in your own care. One important way that you can be involved
is to speak up. Ask questions, voice your concerns, and don’t be afraid to
raise any issues relating not only to your care and treatment, but also to
overall hospital services. This patient guide will help you make the most of
your hospital stay—how to stay safe, get the information you need, ask the
right questions and interact effectively with your doctors, nurses and
hospital staff—but it is up to you to play an active role in your care.
• Write down any questions you have.
• Choose a family member to communicate with the doctors and staff.
• Keep a list of doctors you see and the medications they prescribe.
T i p s for T a l k i n g t o Y o u r He a l t h Tea m
By asking questions, you help us learn what you understand and what you
need to know more about. The more you know, the more helpful you are
to your care team. It is our job to help you understand, so let us know
when you don’t.
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Here are some tips:
• Know the names of the people who come to talk to you. Different
members of your care team focus on different things, so it is good to
know who said what about your plan of care. It helps to write down
names and discussions.
• Write down your questions or concerns as soon as you think of them.
• Have a family member or friend with you who can help you
remember the answers. It may be helpful to write down your questions
and answers in this book to remind you.
• Have someone who can speak for you or ask questions when you feel
too sick or not up to it yourself.
• Medical personnel tend to use phrases you may not understand, especially when they are speaking with each other. When this happens, ask
the person to explain any word or phrase you don’t know.
• Your nurse will be able to answer many of your questions and will know
the best person to talk to about specific questions or concerns.
We may not know all the answers all the time. If we say, “I don’t know,”
we are not avoiding answering your questions. We want to give you the
most accurate information possible. Please be patient with us, but also
expect us to find out.
P r ev e nti ng M e d i c a t i o n E r ro r s
By taking part in your own care, you can help the members of your health
care team avoid medication errors. Be sure that all of your doctors know
what medications you have been taking, including prescription drugs,
over-the-counter medications, herbal and vitamin supplements, natural
remedies, and recreational drugs.
I nfe c ti on P re v e n t i o n
Anyone can get an infection. You can help us prevent them:
• Ask family or friends not to visit if they do not feel well, have an
infection, or even a runny nose.
• Ask your visitors to observe isolation signs. Visitors must wear a mask,
gown and gloves as instructed.
• Please ask a nurse to help visitors the first time they enter an isolation
room.
• If someone does not come in with the correct coverings, please ask
them to return with the right ones.
14 | Upper Chesapeake Health Hospitals
• Proper hand washing is essential. Wash your hands. Don’t be afraid to
ask us if we washed our hands.
• Everyone, including you and your visitors, MUST wash his or her hands
when entering and leaving your room.
• Hands must be washed after sneezing, coughing, touching eyes, nose
or mouth, and after using the restroom.
• Do not permit anyone to touch you, your IV or your wounds if you did
not see them wash their hands. This includes your doctor or nurse.
P ai n Manag e m e n t
The effective management of pain during your hospital stay is an
important part of your care. Members of our health care team will
talk to you in more detail about your pain relief needs.
You are the expert on how you are feeling. Be sure to tell your
doctor or nurse when you have any kind of pain. To help describe your
pain, be sure to report:
• When the pain began.
• Where you feel pain.
• How the pain feels — sharp, dull, throbbing, burning, tingling.
• If the pain is constant or if it comes and goes.
• What, if anything, makes the pain feel better.
• What, if anything, makes the pain feel worse.
• How much pain, if any, your medicine is taking away.
• If your medicine helps with the pain, how many hours of relief do
you get?
P ati e nt Ac t i vi t y
While you are a patient at this hospital, we expect that you will stay on
your unit and not leave. This is for your safety. If you leave the unit, you
may miss your medical care. This will make it difficult for us to be there for
the medical needs you may have.
Before you are allowed to leave the unit:
• It is very important that you discuss this with your nurse before leaving.
• We will involve your family and members of your health care team in
the discussion.
• We will ask that you sign a form indicating you are aware of the risks of
leaving the nursing unit.
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Su r ge r y S a f e t y
You may be able to donate your own blood before elective surgery. These
donations are usually scheduled days or weeks before your surgery. Ask
your doctor for details. If your doctor recommends surgery, here are some
questions you may want to ask:
• Why do I need to have surgery? Do I need to have it right away?
• Are there any alternatives (other treatments) to surgery? Do I have a
choice between inpatient and outpatient surgery?
• Can a family member or friend stay with me before or after surgery?
• What are the risks of this surgery?
• What are the expected benefits?
• Where can I get a second opinion?
• What kind of anesthesia will I need?
• How much pain can I expect to have? How will it be treated?
• What will happen during this surgery?
• When will you talk with me about how the surgery went?
• How long will my recovery take? What will it involve?
• Will I need therapy or any other special care or equipment?
• Will surgery have any lasting effects on my health and/or appearance?
What are they?
• How many surgeries like this one have you done before?
Steps you can take to ensure a safe surgery:
• Be sure to read the consent form before you sign it to make sure that
all written information is correct.
• On the day of surgery, tell the doctor and nurse your name, date of
birth and which part of your body you are having the surgery on.
• If your surgery is going to be on your spine or either the left or right
side of your body, expect that our staff will confirm the location with
you and will mark that side with a marker. Examples are: your left arm,
right knee, or right side of your head. If your procedure is on your left
lung, which cannot be marked, staff will mark that side on a drawing of
the human figure in your chart.
• Speak up if you think staff has any information that is wrong or not exactly and completely correct. We want to make sure that your surgery
or procedure goes exactly as planned.
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Q u e sti ons Y o u M i g h t W a n t t o As k
General:
• Who will know the information I give to you?
• Is it OK for me to see you without my parents/spouse/family members
in the room?
• What is wrong with me?
• What do I do when I experience pain?
• Who do I contact when I have concerns about my care or services?
• How long will I be in the hospital? (Remember, we may not always be
able to answer this question).
About your illness or symptoms:
• What do you think is causing my problem?
• What tests will you do to diagnose the problem?
• How safe are the tests?
• What is the long term outlook with and without treatment?
• If my symptoms get worse, what should I do on my own? When should
I contact you?
• Are there any activities or foods I should avoid?
• When can I return to work or school?
A ssi gn a Su p p o rt P e r s o n
While you are in the hospital, you may not have the energy or attention to
keep track of what your health team tells you. You should assign a family
member or friend to act as a liaison with the team and give permission for
him or her to speak for you.
R ap i d R e sp o n s e T e am
The Rapid Response Team (RRT) is an emergency medical team that is
comprised of highly skilled individuals who respond quickly to a change
in the patient’s condition, often before a medical emergency occurs. The
team, which may include a critical care nurse, a respiratory therapist and
a physician, will come to the patient’s bedside and assist the patient’s
nurse to provide rapid evaluation and treatment if needed. The team may
suggest additional tests, medicines or treatments to help the patient feel
better. Research shows that these rapid response teams reduce the length
of time that patients stay in the hospital and can save lives. The RRT can
be called by the nurse or another care provider on the patient care unit
when there is a sudden change in the patient’s condition that is worrisome.
Certain warning signs in a patient’s condition that might mean the patient
is getting sicker are used as guidelines for when to call the team. These
H ANDB OOK | 17
might include trouble breathing, a change in heart rate or blood pressure, confusion, agitation, or other change in mental status. Patients and
visitors can also call the Rapid Response Team if there is a noticeable
change in the patient’s condition when the health care team is not present
or is not responding to the concern. Dial extension 3339 from any hospital
telephone. The Operator will ask the name of the patient, the room
number, and nature of the concern. The Rapid Response Team will be
dispatched to the patient’s room.
O r gan and Ti s su e Do n a t i o n s
Organ and tissue donations are lifesaving gifts to others. If you or your
family would like information, please ask your nurse.
T r ansfe r
If it is necessary for you to be transferred to another facility, you must first
be accepted by the other institution. Once approved, you will receive a
complete explanation prior to the transfer.
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Support Groups
Y o u m a y be i n t e re s t e d i n j o i n i n g one of
ou r su p p o r t g r o u p s :
• Diabetes Support Group 443-643-3200
• Ostomy Support Group 443-843-6600
• Cancer LifeNet Support Groups 866-393-4355
• Amputee Support Group
Meets the 1st Wednesday of every month, UCMC
• Stroke Club
Meets the 3rd Wednesday of every month, UCMC
• Course in Miracles Reading Group, 410-676-9691
Meets every Thursday, UCMC
Call our HealthLink Line at 1-800-515-0044 for more information on any of
our support groups.
P al l i ati v e C a r e
The palliative care team is available to patients and their families when the
patient has a life-threatening or life-altering illness or injury. This special
care is designed to alleviate symptoms such as pain, shortness of breath,
nausea and fatigue, as well as to relieve suffering. Patients and their
families may receive counseling to help them adjust to a chronic condition.
Patients receiving palliative care work with family members, physicians,
case managers, social workers, pharmacists, nutritionists and members of
the clergy to make decisions about the best way to cope with their illness.
For more information, speak with your nurse or physician.
H ANDB OOK | 19
Healing Health Care Services
P ati e nt, F am i l y, C o mmu n i t y I n v o l ve ment
The active participation of family and friends in a patient’s care leads to
positive clinical outcomes. The following services and resources are
available to our patients to care for their body, mind and spirit and
enhance their overall hospital experience.
H e al i ng Pa w s
The Healing Paws program at Upper Chesapeake Health is made up
of dogs and their owners and is certified by the Pets on Wheels
organization. Times for pet visitation vary from unit to unit; however,
most occur during the hours of 1-3 pm. The service is free of charge and
patients that are interested in receiving a pet visit may contact a member
of their care team. Please note: patient/families desiring a visit from their
personal pet must contact Guest Services for pre-approval in coordination
with hospital policy.
M u sic T h e r a py
Musical performances are scheduled at the availability of local volunteer
musicians. Performances are scheduled throughout the holiday season in
public areas of the hospitals and other times in specific patient care areas.
Individual music selections are available to patients on each nursing unit.
Nursing units are equipped with CDs and CD players for personal use.
Gui d e d Im a g e ry
Guided imagery is a meditation technique that can assist patients in
reducing pain and anxiety levels. It focuses and redirects a patient’s
imagination to produce positive thinking by visualizing a pleasant
experience. The patient can make use of one of the guided imagery CDs.
Patients may access this free service by contacting a member of their
care team.
20 | Upper Chesapeake Health Hospitals
Financial Arrangements
I ns ur an c e
While you are in the hospital, a team member may review your insurance
coverage. You may be asked for your insurance card, policy number, the
insurance company’s address and claim forms. The hospital will bill your
insurance company directly for services that are covered.
P ayme nt M e t h o d s
Our hospitals accept cash, checks, VISA and MasterCard, and your hospital
bill can be paid online by visiting our website, www.uchs.org.
U nde r stan d i n g Y o u r B i l l
Your bill from the hospital includes tests and procedures ordered by your
doctor, room charges and nursing care charges. You will get separate bills
from the doctors who cared for you. If you have any questions, call the
number listed on the bill.
Upper Chesapeake Health provides health care services to those in need
regardless of a person’s ability to pay. An individual’s eligibility to receive
care without charge, at a reduced charge, or to pay for his or her care over
time is determined on a case-by-case basis.
If you have difficulty paying your bills and/or have questions regarding
the Financial Assistance Application, or want to request a Payment Plan,
please contact our Billing Department Monday through Thursday from
8 am–8 pm and Friday from 8 am–6 pm at 888-813-7413.
For information obtaining Maryland Medical Assistance, call
443-690-0075.
H ANDB OOK | 21
Leaving the Hospitals
W h e n Y o u A r e D i s c h a rg e d
Your physician determines when you are ready to be discharged. Your
physician and nurse will give you discharge instructions and answer any
questions you have about managing your treatment and medications once
you are home. If you are confused or unsure about what you need to do,
what medications you must take, or whether or not you have to restrict
your diet or activities, don’t be afraid to ask and take notes. Be sure you
understand any instructions you have been given before you leave the
hospital.
Make sure you have the following information before leaving the hospital:
1. Medications list. This is a list of what medications you are currently
taking and what dosage.
2. Prescriptions for any new medications you now need. Be sure that
you understand exactly what they are and why they are being
prescribed.
3. Discharge care instructions. Make sure you have paperwork that
tells you:
• What, if any, dietary restrictions you need to follow and for how long.
• What activities you can and can’t do, and for how long.
• How to properly care for any injury or incisions you may have.
• What follow up tests you may need and when you need to
schedule them.
• What medicines you must take, why and for how long.
• When you need to see your physician.
• Any other home care instructions for your caregiver, such as how to
get you in and out of bed, how to use and monitor any equipment
and what signs and symptoms to watch out for.
• Phone numbers to call if you or your caregiver have any questions
pertaining to your after-hospital care.
4. Other services. When you leave the hospital, you may need to spend
time in a rehabilitation facility, nursing home or other institution.
You may need to schedule tests at an imaging center, have treatments
at a cancer center or have in-home therapy. Be sure to speak with your
nurse, physician, social worker or case manager to get all the details
you need before you leave. They can provide information about local
22 | Upper Chesapeake Health Hospitals
resources, such as agencies that can provide services like
transportation, equipment, home care and respite care.
5. Check your room, bathroom and bedside table carefully for any
personal items.
I f Y ou D i sa g re e t h a t Y o u S h ou l d Be D is cha r g ed
When it is time to be released from the hospital, your physician will
authorize a hospital discharge. This doesn’t necessarily mean that you are
completely well; it only means that you no longer need hospital services.
If you disagree, you or your caregiver can appeal the decision. You or a
relative can appeal your doctor’s discharge decision. If you are a Medicare
patient, be sure you are given “An Important Message from Medicare”
from your nurse or case worker. This details your rights to remain in the
hospital for care and provides information on who to contact to appeal a
discharge decision.
Outp ati e nt P h a rm a c i e s i n o r N e a r t he Hos pit a l s
If you want to refill prescriptions you receive at discharge at a pharmacy
near the hospitals, the following is provided only as a guide for those
closest to each campus:
UCMC: MacPhail’s Pharmacy, Pavilion II, 4th Floor
444-643-3190 / Fax 443-643-3195
Havre de Grace:
Bel Air:
MacPhail’s PharmacyLyon’s Pharmacy
328 St. Johns St.
615 W. MacPhail Rd.
Bel Air, MD 21014
Havre de Grace, MD 21078
410-638-7367410-939-4545
TargetCitizens Pharmacy Services
415 Market St.
580 Marketplace Dr.
Havre de Grace, MD 21078
Bel Air, MD 21014
410-638-9031410-870-7636
WalgreensCVS
585 Marketplace Dr.
1008 Pulaski Hwy.
Bel Air, MD 21014
Havre de Grace, MD 21078
410-838-7146410-939-6427
Rite Aid
1003 Pulaski Hwy.
Havre de Grace, MD 21078
410-939-1140
H ANDB OOK | 23
Me d i c al R e c o rd s Acc e s s
The medical record is a confidential document and access is limited to
the patient and authorized persons, according to Maryland law. You can
get a copy of your medical record by completing and signing an
authorization form, which is available on the unit prior to discharge, or by
visiting the Medical Records office located on the ground floor of each
hospital. Medical Records Office: UCMC: 443-643-2474 or
HMH: 443-843-5817
P ati e nt S a t i s f ac t i o n
We care about the quality of your hospital stay. After you leave, someone
may contact you by phone or mail to ask about your experience. Your
comments will be confidential.
H e l p T o S to p Sm o k i n g
If you smoke, we strongly suggest that you stop. The following
resources may help you and can provide support as you work toward
being tobacco-free:
• Harford County Health Department: 410-612-1781
• American Cancer Society Quit Line: 877-937-7848
• National Cancer Institute Quit Line: 877-448-8748, www.smokefree.gov
• American Lung Association: 800-548-8252, www.lungusa.org
• Nicotine Anonymous: 877-879-6422, www.nicotine-anonymous.org
Va cci nati o n s
The pneumococcal and influenza vaccines are helpful in preventing certain
types of pneumonia and seasonal flu, respectively. It is recommended for
all patients to consider having these vaccines unless you have a previous
allergic reaction. Ask your nurse or doctor about these important
precautionary vaccines.
H e al th y E a t i n g a n d E x e rc i s e T i p s
• If your doctor has put you on a special diet, it is important to follow it.
If you do not understand the diet, ask for a nutritionist to provide
guidance.
• If you are not on a special diet, it is important to eat plenty of fruit,
vegetables and grains, drink plenty of water, keep portions moderate,
and limit sweet and salty foods.
• Exercise is important at any age. Ask your doctor before starting any
fitness program.
24 | Upper Chesapeake Health Hospitals
Patient Rights and Responsibilities
A s a p ati e n t , y o u h a v e a ri g h t t o :
• Receive considerate, respectful and compassionate care regardless of
your race, religion, color, national origin, sex, age, sexual orientation,
gender identity, disability or source of payment.
• Participate in the development and implementation of your plan of care.
• Information about your diagnosis, condition, and treatment in terms that
you can understand. You have the right to give written informed consent
before any non-emergency procedure begins.
• Be informed about outcomes of care, treatment and services provided,
including unanticipated outcomes.
• Refuse treatment to the extent permitted by law and to be informed of
the possible consequences of the refusal.
• Agree or refuse to take part in medical research studies. You may withdraw from a study at any time.
• Participate or refuse to participate in recording or filming for purposes
other than identification, diagnosis or treatment.
• Have access to sign language or foreign language interpreter services,
which will be provided at no cost to you. We will provide an interpreter
as needed.
• Formulate advance medical directives and have them followed within
the limits of the law and the organization’s capabilities. We can
provide you with information that will help you complete an advance
medical directive.
• Have your pain assessed and to be involved in decisions about managing your pain.
• Know the names and professional titles of your physicians
and caregivers.
• Be involved in your discharge plan. You can expect to be told in a timely
manner of the need for planning your discharge or transfer to another
facility or level of care. Before your discharge, you can expect to receive
information about follow-up care that you may need.
• Be free from restraint or seclusion, of any form, imposed by staff as
a means of coercion, discipline, convenience or retaliation. Restraint
or seclusion may only be used to ensure the immediate physical
safety of you, staff or others and must be discontinued at the earliest
possible time.
H ANDB OOK | 25
• Choose a person to give you emotional support (spouse, domestic
partner, family member or friend) during the course of your hospitalization.
• Receive visitors who have full and equal visitation privileges consistent with your preferences and protection of the health and safety
of patients, staff and visitors. You have the right to withdraw or deny
visitation privileges at any time during your hospital stay. UCH does
not restrict or deny visitation privileges based on race, color, national
origin, religion, sex, gender identity, sexual orientation or disability.
• Know about professional and financial ties between institutions and
people caring for you.
• Request that your family or representative of your choice and your own
physician be notified of your admission to the hospital.
• Access protective and advocacy services in cases of abuse or neglect.
The hospital will provide a list of protective and advocacy resources.
• Pastoral and other spiritual services. Chaplains are available to help you
directly or contact your clergy.
• Confidential clinical and personal records.
• See your medical record within the limits of the law.
• An explanation if we restrict your visitors, mail or telephone calls.
• An explanation of hospital rules.
• An examination and explanation of your bill, regardless of how
it is paid.
E th i c s C on su l t a t i o n S e r v i ce
Sometimes patients, their families and their health care team face
difficult ethical issues regarding treatment decisions. The Ethics
Consultation Service has individuals trained in ethical decision making
who can explain medical facts, discuss options for care, explain choices,
offer guidance and work with you and your health care team to resolve
disagreements. Any patient or family member may discuss ethical issues
with a member of the Ethics Consultation Service.
Please call our Guest Services line to begin the process:
Upper Chesapeake Medical Center Guest Services — 443-643-2400
or dial ext. 2400 if you are in the hospital.
Harford Memorial Hospital Guest Services — 443-843-5618 or dial
ext. 5618 if you are in the hospital.
26 | Upper Chesapeake Health Hospitals
You may also call the MARYLAND OFFICE OF HEALTH CARE QUALITY at
1-877-402-8218 or THE JOINT COMMISSION at 1-800-994-6610 if you feel
we have not adequately responded to your concern.
A s a p ati e n t , y o u a re re s p o n s i bl e for :
Providing the hospital with complete and accurate information when
required, including the following: • Your full name, address and telephone number
• Date of birth
• Social Security number
• Insurance carrier
• Employer
• Your health and medical history
~ present condition
~ past illnesses
~ previous hospital stays
~ medicines
~ vitamins
~ herbal products
~ any other matters that pertain to your health, including
perceived safety risks
• Providing the hospital or your doctor with a copy of your advance directive, if you have one
• Asking questions when you do not understand information
or instructions
• Telling your doctor if you believe you can’t follow through with your
treatment plan
• Outcomes that result from you not following the treatment and
services plan
• Reporting changes in your condition or symptoms, including pain, to a
member of the health care team
• Acting in a considerate and cooperative manner and respecting the rights
and property of others
• Following the rules and regulations of the health care facility
• Keeping your scheduled outpatient appointments or cancelling them in
advance, if at all possible
H ANDB OOK | 27
Informed Consent and Advance
Directives
I nfor me d Co n s e n t
To help you understand your medical treatment, your doctor will talk to
you about:
•
•
•
•
•
Your illness
The plan for treating your illness
The possible benefits and risks of the treatment
Other ways to treat your illness
What may happen if you decide against treatment
Your consent is needed before any treatment is initiated that may involve significant risk to you. Consent is not needed in certain emergencies where treatment cannot wait.
A d v an ce D i re c t i v e s a n d M OLST ( M edi c a l O r der s F or
L i fe - Su sta i n i n g T r e a tm e n t )
Advance Directives are written instructions that allow you to make
decisions about your future medical care and/or to designate somebody to make those decisions for you if you are no longer able to do
so. Advance Directives can include: appointment of a health care agent,
your health care instructions, a living will and Do-Not-Resuscitate (DNR)
Orders. You may give these instructions to your family, close friends,
nurses or doctors. Writing down your instructions is the best way to
make sure everyone knows what you want.
MOLST is a new Maryland law. The MOLST form contains medical
orders about cardiopulmonary resuscitation and other life-sustaining
treatments specific to your current condition. If you create a MOLST form,
it puts into operation a broader, patient-developed Advance Directive. It
helps to ensure that your wishes to receive or decline care are honored by
all health care providers throughout the course of your care. To be valid,
a MOLST form must be signed and dated by a provider with a Maryland
license. You may have an Advance Directive and a MOLST form or just one
of these documents. UCH will honor the most current document.
As required by Maryland law, most of the hospital’s adult inpatients
and some of our pediatric inpatients will need a MOLST completed before
discharge. During admission, the nurse will ask the patient or the patient’s authorized decision-maker (health care agent, guardian, parent,
28 | Upper Chesapeake Health Hospitals
surrogate) if there is an existing Advance Directive or MOLST form. Also,
the nurse will offer MOLST educational materials to the patient or to the
patient’s authorized decision-maker.
Your physician or nurse practitioner will create a MOLST based on a discussion with you or your authorized decision-maker. By law, you or your
authorized decision-maker can decline to discuss the MOLST.
If you wish to create a written Advance Directive, the social worker is
available to answer any of your questions and to assist you in creating
this document.
If you have an Advance Directive and/or MOLST form, please bring
them to the hospital. These documents will become a part of your medical
record, which will help to ensure that we honor your wishes.
N oti c e of I n f o r m a t i o n o n P ri va cy Pr ac t ices
The hospital has a legal responsibility to protect your health information.
Your rights regarding this protected information are outlined in our Notice
of Information Privacy Practices, a copy of which is given to you upon
registration. The hospital may use and disclose this protected information
to continue your treatment, to receive payment for services and for other
purposes as described in the notice. If you have any questions, please refer
to the Notice of Information Privacy Practices or contact a patient advocate. Please call our Guest Services line for assistance: Upper Chesapeake
Medical Center Guest Services — 443-643-2400 or dial ext. 2400 if you
are in the hospital; or Harford Memorial Hospital Guest Services —
443-843-5618 or dial ext. 5618 if you are in the hospital.
H ANDB OOK | 29
Notes
Don’t forget to write down your questions and keep notes
while you are here. You may also want to write the names
of people who come to talk to you or give you information.
30 | Upper Chesapeake Health Hospitals
H ANDB OOK | 31
Index
Bathing/Toiletries page 8
Beds page 7
Belongings page 9
Billing page 21
Call Bell page 8
Case Management page 11
Concerns page 26
Discharge page 22
Doctors page 10
Ethics Consultation Service page 26
Financial Arrangements page 21
Food Services page 4
Foreign Languages page 8
Guest Services page 8
Gift Shop page 4
Health Care Team page 10
Identification Band page 7
Infection Prevention page 14
Informed Consent and
Advance Directives page 28
Insurance page 21
Interpreters page 8
Mail page 9
Meals page 8
Medical Records Access page 24
Medications page 14
32 | Upper Chesapeake Health Hospitals
Notice of Information
Privacy Practices page 29
Nurses page 10
Organ and Tissue Donation page 18
Pain Management page 15
Palliative/Supportive Care page 19
Parking page 3
Patients Rights and
Responsibilities page 25
Payment Methods page 21
Pharmacy page 23
Room Assignment page 7
Smoking pages 9, 24
Social Workers page 11
Speaking Up page 13
Spiritual Care page 11
Support Groups page 19
Surgery Safety page 16
Telephone Numbers back cover
Television page 9
Therapists page 11
Valuables page 9
Visitors pages 4-6
Wifi page 9
Your Care Plan page 12
C ontr i bu t i o n s
A donation to the Upper Chesapeake Foundation is a way to
recognize special care during your stay. It allows you to honor a loved
one, friend or caregiver. It also can be a birthday, anniversary or
congratulatory present. A gift to the Upper Chesapeake Foundation
supports important clinical expansion and programs for both of our
hospitals. A Foundation team member can be reached by calling
443-643-3390.
)
k e y P ho n e
NUMBERS
Main Switchboard Dial 0 at either hospital
Billing Inquiries 1-888-813-7413
Case Management
Harford Memorial Hospital 443-843-5281
Upper Chesapeake Medical Center 443-643-3900
Foundation Office
443-643-3460
Guest Services
443-643-2400
Medical Records
443-643-2474
Spiritual Care
443-643-1375
Pharmacy443-843-5171
HealthLink Referral Line
800-515-0044
In the event of an emergency, please dial 3339 on any hospital phone
Upper Chesapeake Medical Center
500 Upper Chesapeake Drive
Bel Air, MD 21014
443-643-1000
Harford Memorial Hospital
501 South Union Avenue
Havre de Grace, MD 21078
443-843-5000