P AT I E N T G U I D E
I T ’S
HOW
MEDICINE SHOULD
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Welcome
Welcome to Rush University Medical Center, which has been part of the Chicago landscape for more than 150 years. During that time, Rush has established itself as a local and national leader in health care, research, education and community service. We’re extremely proud of what we’ve accomplished in all of these areas, and we are continually working to strengthen and enhance our reputation. But what we are most proud of, and what truly sets Rush apart from other institutions, is that everything we do — in the exam rooms, in the laboratories, in the classrooms and in the community — revolves around our patients. Rush was founded on the premise that it would provide the finest patient care, and to this day patient care remains our top priority. We wouldn’t have it any other way. We will do our best to ensure that your stay at Rush goes as smoothly as possible, from the moment you register through the day you go home. If you need any type of assistance, or if you have questions or concerns, please don’t hesitate to speak with your nurse or with any member of our staff. Thank you for choosing Rush as your health care provider. Sincerely,
Larry J. Goodman, MD President and Chief Executive Officer Rush University Medical Center
Table of Contents
About Rush University Medical Center About Your Stay Your Room Your Hospital Team Your Comfort, Safety and Security Going Home Services and Resources Parking and Dining Options Services for You and Your Family For Patients and Visitors with Disabilities Interpreter Services Patient and Family Information Resources Patient Rights and Responsibilities Your Responsibilities Your Rights and Concerns: Who to Contact Important Telephone Numbers Maps Rush Television Programming 20 21 23 24 Inside back cover 13 15 17 17 18 1
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About Rush University Medical Center
About Rush University Medical Center
Rush University Medical Center is an academic medical center that includes a 613bed hospital serving adults and children, the 61-bed Johnston R. Bowman Health Center and Rush University. Rush University is home to one of the first medical colleges in the Midwest and one of the nation’s top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research. The Medical Center also offers more than 70 highly selective residency and fellowship programs in medical and surgical specialties and subspecialties. For nearly 170 years, Rush has been leading the way in developing innovative and often life-saving treatments. Today, Rush is a thriving center for basic and clinical research, with physicians and scientists involved in hundreds of research projects developing and testing the effectiveness and safety of new therapies and medical devices. This unique combination of research and patient care has earned Rush national rankings in nine specialty areas, as reported in U.S.News & World Report’s 2009 “America’s Best Hospitals” issue. Rush also is proud to be the preferred hospital and home to the team physicians for both the Chicago White Sox and the Chicago Bulls. In addition to its mission in patient care, education and research, Rush maintains a strong commitment to the community. Rush reaches out to the Chicago community through such offerings as the Rush Community Services Initiatives Program, an umbrella for several student-led outreach programs designed to address the social and health care needs of residents in neighboring communities. The mission of Rush University Medical Center is to provide the very best care for our patients. Our education and research endeavors, community service programs and relationships with other hospitals are dedicated to enhancing excellence in patient care for the diverse communities of the Chicago area now and in the future.
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Notes
About Rush University Medical Center
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Your Room
About Your Stay
Your room is designed for your comfort. Any concerns or questions about your room should be directed to your nurse.
Hospital Bed
On most patient units, hospital beds are electronically operated and can be adjusted to several positions for your comfort and convenience. For your safety, the bed rails may be raised while you are sleeping, resting, recovering from surgery or taking certain medications. You can control the nurse call button, as well as bed adjustments, the television and lighting from your bed. A staff member will explain how to use the controls.
Bedside Table and Cabinet
Your over-the-bed table can be adjusted to make eating, reading or writing as comfortable as possible. The bedside cabinet provides storage space for your glasses, dentures, contact lenses and other personal items in their appropriate containers or cases. We advise you to keep your valuables at home. Although Rush has security guards posted throughout the Medical Center around the clock, Rush cannot assume responsibility for lost or stolen items.
Telephone
In most rooms, a bedside telephone is provided for your convenience. With the exception of intensive care units, each bed has its own telephone number so that you can receive calls directly. When calling a department or office within the Medical Center, you need to dial only the last five digits of the number. For example, to reach someone at 942-5000, dial 2-5000. To reach “312” area code numbers: Dial “9” + the number you are calling. To reach all other area codes (for example “708,” “847,” “773,” or “630”): Dial “9” + “1” + (area code) + the 7-digit number you are calling. TTY’s and other auxiliary aids are available free of charge to patients or their companions who are deaf or hard of hearing. If you need TTY service, please ask a nurse for it.
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Your Room
About Your Stay Your Meals
The Food and Nutrition Services Department is committed to providing you with the highest quality service during your stay at Rush. A professional culinary team directed by our executive chef prepares your food. We will provide you with a variety of menu choices that will meet your nutritional needs and diet as ordered by your physician. Our floor hospitality staff is trained to assist you with your menu and make changes based on your individual needs. Please let us know if there is anything we can do to make your meal experience more pleasant. Menu Each day at breakfast, you will receive a menu designed to meet the dietary modifications ordered by your physician. Menu substitutions are available. If you desire or require other food options please let your hospitality personnel know. We will be happy to provide you with a menu substitution list. Special menus also are available to meet ethnic, religious, or special health needs. Ask your hospitality personnel to provide you with these menus. Snacks Snacks between meals are available at 10:00 a.m., 3:00 p.m, and 8:00 p.m. Please let your nurse or hospitality personnel know if you would like a snack. An evening snack cart also circulates on most of the medical and surgical floors. Nutrition Counseling We provide basic information about the diet your physician has ordered for you. If you would like additional nutrition information please let your nurse or hospitality personnel know so that we can arrange a diet instruction. Special Dietary Needs Please consult the dietitian so we can ensure that those needs are met. We are here to serve you. Please call us at (312) 942-5200 if you need anything.
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Your Room
About Your Stay Television
After you have settled in to your room, we encourage you to turn on your television and view the “Welcome to Rush” patient orientation video. This program is available on channel 26 and will help you become familiar with your room, the staff and many of the services at the Medical Center. All rooms have television and offer television service free of charge. All televisions are equipped with closed captioning. If you need assistance with your television, call (312) 942-5990. In consideration of other patients, play your television softly. The television channels have been chosen to offer you a variety of network, entertainment, news, movie and sports programming. A listing of the television channels is available on the inside of the back cover of this booklet. Patient Education On-Demand TV System Patient education is an important part of your hospital stay and recovery after discharge. As part of our television service, the hospital offers free 24-hour access to a variety of patient education videos and informational presentations. For a list of available videos, please ask your nurse. To view a video, simply dial (312) 942-8353 and follow the instructions. Pre-scheduled patient education videos also are available on channels 13, 14 and 15 (en Español). These channels offer a variety of programs, including health education and information. The listing of daily programs for each channel is available on that channel. Creating Environments That Heal (CARE) The CARE Channel provides 24-hour television programming designed to provide relaxation and comfort for you and your family. This service is available on channel 16 as part of Rush’s commitment to creating an environment that is supportive of recovery and to improve comfort and rest. Rush Chapel services are also broadcast on this channel.
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Your Hospital Team
About Your Stay
At Rush, a multidisciplinary team of health care professionals and support staff are dedicated to providing you with the highest quality of care. During your stay, you will meet a number of health care professionals who are here to help you physically, emotionally and spiritually.
Medical Staff
• Attending physicians, who are either private physicians or Rush employees, supervise patients’ medical care. They are members of the medical staff and the Rush University faculty. Your attending physician will order your examinations, tests, medications and treatments. • Residents are licensed physicians who are completing advanced training in specialty areas. Resident physicians are on duty around the clock and work with your attending physician to assure that your care is constantly supervised.
Nursing staff
• Unit directors are registered nurses with advanced skills and experience who have overall responsibility for patient care activities on the unit. • Clinical nurse coordinators (CNCs) are registered nurses who are responsible for overseeing your care during your hospital stay. • Registered nurses (RNs) plan, coordinate and evaluate your care and are a good source of information about your care. • Nurse practitioners or clinical nurse specialists have advanced nursing degrees and can be found on many units. • Additional nursing personnel include licensed practical nurses (LPNs), certified nurse assistants (CNAs) and patient care technicians (PCTs).
Health Care Specialists
• Registered/licensed dietitians (RDs/LDs) work closely with your physician and the nutrition care team to develop a diet especially for you. • Registered pharmacists review all of the medications you receive to ensure they are right for you and that there are no unwanted interactions with any other drugs, food or lab tests. If you would like to speak with a pharmacist while you are here, ask your nurse to arrange for a pharmacist to visit your room. • Occupational therapists (OTs) help patients set goals to regain or develop the ability to perform everyday tasks, such as bathing, dressing and cooking. • Physical therapists (PTs) examine, diagnose and prevent or treat conditions that limit the body’s ability to move and function in daily life, applying proven techniques to help people get back in motion. • Respiratory therapists (RTs) provide treatment for patients with breathing problems.
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Your Hospital Team
About Your Stay Staff Who Specialize in Emotional and Spiritual Support
Case Managers are social workers or registered nurses who are available to help you deal with the stress of illness and its impact on your family. They are also available to help you with discharge planning and arranging for home care (see “Going Home” section, page 11), and they can refer you to community support networks and resources. Chaplains representing many faiths are available 24 hours a day to provide support during your hospitalization. Chaplains are assigned to each area of the hospital and work on a referral basis. If you or your family would like to be visited by a chaplain, please let a staff member know, or call (312) 942-5571. Some specific denominational services are available (e.g., Sabbath candles, Roman Catholic communion, etc.). Your own priest, minister or rabbi is also welcome to visit.
Other Members of Your Team
• Unit clerks answer the telephones, help to keep your medical records in order and serve as receptionists. • Food and nutrition hospitality staff deliver your meals. • Environmental services keeps your room and the unit clean and comfortable during your stay. • Volunteers from the community give their time to help you and your family. Volunteers are available to visit with you and provide companionship and comfort. They can also bring you recreational materials, such as newspapers, books and craft items, and run errands to the gift shops. They will often help to escort you at the time of your discharge. To submit requests, call (312) 942-5574. • Students from many disciplines are part of your health care team. As a premier academic medical center, Rush is actively involved in educating health care professionals of the future. Students on the unit are supervised by faculty and will identify themselves to you.
Getting Your Questions Answered
Our staff is here to address and resolve any questions you may have while you are here. The following staff members may be contacted during your stay: • A staff member on your patient care unit • The Patient Relations Department, Monday-Friday, 8:30 a.m.-4 p.m., at (312) 942-6979 • For the administrator-on-call, dial 0 and ask the operator to page the administrator to your room phone number
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Your Comfort, Safety and Security
About Your Stay Managing Pain
The doctors, nurses, pharamacists and other health care professionals at Rush care about your comfort and well-being while you are undergoing treatment, and they want that treatment to be as pain-free as possible. Not every patient will experience pain, but those who do can feel better with proper treatment. In fact, patients who get pain relief are better equipped to participate in their treatment and recovery. That’s why at Rush, pain is considered to be the fifth vital sign and is measured whenever your other vital signs are taken. Please talk openly with your doctors and nurses about your pain. The person in pain is the only one who knows how much pain he or she feels. Here are some helpful things to know about pain medicine and pain: • Studies show that getting “hooked” or “addicted” to pain medicine is very rare. • The medicine will not stop working if you take too much medicine. But sometimes your body will get used to or tolerant of the medicine, which is not usually a problem because the amount of medicine can be changed or other medicines can be added. • You should not wait until the pain becomes severe to take your medicine. Pain is much easier to control when it is mild than when it is severe. • Telling your nurse or doctor about your pain does not make you a bad patient.
Medications
The medications you take during your hospital stay are prescribed by your physician, dispensed by the hospital pharmacy and administered by a nurse. If you have any questions or concerns about your medications, discuss them with your physician, nurse or pharmacist. For your own protection during your hospitalization, please do not eat or drink any food or beverages or take any medications that have not been ordered by your physician or arranged through your nurse. If you brought your own medications, speak with your nurse.
Tests and Procedures
During your stay, your physician may order special tests and procedures to help diagnose or treat your condition. If your authorization is needed for surgery or a medical procedure, you will be asked to sign a consent form. Talk with your physician or nurse if you have any questions.
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Your Comfort, Safety and Security
About Your Stay Cellular Telephones
Radio frequency interference from cellular telephones and other wireless devices (modems, etc.) may affect life-supporting medical equipment. Please notice and heed any signs regarding the use of these devices as you move about the Medical Center.
Emergency Drills
Occasionally the hospital conducts drills to test its various emergency systems. These tests may come to your attention because of ringing bells, visual alarms and messages over the public address system. In the case of a real emergency, you will receive instructions from your health care team.
Valuables/Personal Property
Please keep only necessary personal items, such as a robe, slippers, toiletries and assistive devices (your walker, cane or crutches) with you during your stay. Do not keep jewelry, credit cards, large sums of money, laptop computers, portable music or DVD players or other personal property in your room. When not in use, items such as eyeglasses, dentures and hearing aids should be stored in the proper containers. If you need a container, ask a staff member. The hospital will not assume responsibility for loss of valuables or personal property.
Smoking
For the health of our entire community, Rush University Medical Center is a tobaccofree campus, meaning that smoking is not allowed anywhere on the Rush campus, including all outdoor areas. If you would like help quitting smoking, please contact the following resources: • The Illinois Tobacco Quit Line at (866) QUIT-YES, http://www.quityes.org • For a primary care physician at Rush who can help, call Rush Physician Referral at (888) 352-RUSH
Security
Security department staff are professionally trained and certified. Upon request, a security guard will escort your guests to and from the parking garage. Call (312) 942-5678.
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Your Comfort, Safety and Security
About Your Stay Your Role in Safety and Security
At Rush University Medical Center, the entire healthcare team is committed to providing the highest quality care in the safest surroundings possible. You are the center of the healthcare team, and we ask that you help us by taking an active role in your care. We encourage you to speak up, ask questions and discuss any concerns about your care, the health care team or safety issues with your doctor or nurse. Reporting Safety Concerns We want you to feel comfortable talking with any member of the Rush staff if you have safety concerns and encourage you to speak with your nurse or doctor about them. If the issue is not resolved to your satisfaction, please call a Rush patient representative at (312) 942-6979, or dial “0” on the phone in your room and ask for the administrator on call. The Rush leadership team also is involved directly with patient concerns, so if you still are not satisfied after first contacting the aforementioned personnel, please dial “0” and ask for the executive on call. If desired, you also may choose to contact the Joint Commission, Office of Quality Monitoring, One Renaissance Boulevard, Oakbrook Terrace, IL 60181; (800) 994-6610; fax: (630) 792-5636; E-mail: complaint@jointcommission.org. Identification All Rush healthcare employees – doctors, nurses and all other staff members – must wear name badges with photo identification while on duty. Don’t hesitate to ask to see the ID badge of anyone who approaches you without one. Your hospital wristband serves as an important part of your identification while you are in the hospital. You also will be asked two questions – your name and date of birth – to ensure your proper identification. Handwashing Washing hands or using hand sanitizer is the single most important thing that anyone can do to prevent the spread of germs. Feel free to remind staff members to wash or sanitize their hands before touching you. Preventing Falls We all play a role in fall prevention. Many patients do not even realize that they are at risk for falling when it can happen to anyone. If you use equipment like a cane or walker at home, you should use it while you are in the hospital. Be sure to tell your doctor and nurse if you have poor vision, or if you begin to feel weak or dizzy. Do not hesitate to use your call light to ask for assistance.
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Going Home
About Your Stay Arranging to Leave
On most units, the discharge time is 11 a.m., although you may leave earlier or later depending on your circumstances. The hospital staff will help you get ready to leave. If you are a patient in the main hospital, please arrange to be picked up at the ground level of the Atrium Building entrance, 1650 W. Harrison across from the parking garage. Johnston R. Bowman Health Center patients should be picked up at the entrance to the building, at 710 S. Paulina Street.
Discharge Instructions
At Rush, we care about your well being while you are at the hospital and once you get home. Before your leave Rush, a member of your health care team will review with you the guidelines you should follow after you are discharged. Following these instructions is an important part of your treatment plan. Please feel free to ask any questions about these instructions.
Gratuities
Our staff and volunteers are pleased to assist you and cannot accept gratuities.
Medical Records Copies
To request a copy of your medical record after you leave the hospital, call Health Information Management at (312) 942-7262 for more information.
Flowers and Mail
Flowers delivered after your discharge will be returned to the florist, who will make arrangements for home delivery. Mail that arrives at the hospital after your discharge will be returned to the sender. Questions? Call Hospital Guest Relations at (312) 942-5574.
Discharge Checklist
The following is designed to help you prepare to leave the hospital. Prior to leaving, please make sure that you:
■ Review with your physician, nurse or pharmacist all information about the
medications and care you will need at home.
■ ■ ■ ■
Pick up any prescriptions that you need from the Professional Building pharmacy. Check your room for any belongings you may have left in the drawers or closet. Pick up any valuables you may have left with the Admitting/Registration Department. Check with a billing/financial counseling representative to ensure that all the proper forms have been completed. the appropriate entrance (see “Arranging to Leave,” above). Your driver may leave the car at the entrance for a short time while picking you up. The driver should notify the attendant that he or she is picking up a patient for discharge.
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■ Confirm that you have transportation home and that you will be picked up at
Going Home
About Your Stay Comments About Your Care
A few days after you have been discharged, you may receive a survey sent to your home to ask you about your experience at Rush. Your feedback is extremely important to us, so please take a few moments to fill out the questionnaire. Patient responses help us with our ongoing improvements to patient care. To request a survey, call (312) 942-4009.
Getting Help After You Go Home
To alleviate any anxiety or fears you may have, social workers and nurse case managers at the Medical Center are available to help you and your family plan for your care after you leave the hospital. They can provide you with information about community services, rehabilitation services and extended care facilities, and help you plan for any special financial needs. If your physician requests follow-up care for you in your home, the case manager will establish a discharge plan and will coordinate the information with a community service organization that you select. The agency staff will call you to establish a time for your first visit.
Financial Arrangements
Before you leave the hospital, please contact a billing/financial counseling representative at (312) 942-5967 to determine if any additional information is needed to complete the billing process. Please be prepared to answer questions about your health insurance and to sign additional forms. You can expect to see your bill seven to ten business days after you leave. You can also access your bill by going to our Web site at www.rush.edu. Your hospital bill reflects charges for the care you received, as well as daily room charges that include bedside meal service, room linens, housekeeping and some support services. Your bill also includes special charges for laboratory tests, X-rays, special therapies, blood processing, medications and other services ordered by your physician, and from specialists such as anesthesiologists and consultants. Your hospitalization insurance is a contract between you and your insurance company. You will be responsible for paying any portion of your hospital bill not covered by insurance. If you have questions about your bill when you receive it, please call (312) 942-5693. Please feel free to express any concerns or comments about your care, while you are at the hospital and after you leave.
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Parking and Dining Options
Services and Resources Parking
Discount Parking The following discount parking options are available for patients and visitors: • A senior citizen’s discount is available for patients and visitors who show their senior citizen/Medicare cards when leaving the garage. • Discount parking coupon booklets are available and may be purchased at the fourth floor Atrium Information Desk. Discount coupons are not valid for valet parking. Parking for People with Disabilities Persons with disabilities with proper identification receive a discounted rate for valet parking. For persons needing wheelchair transport, assistance is available at valet entrances at the Atrium Building (1650 W. Harrison), Professional Building (1725 W. Harrison) and Johnston R. Bowman Center (710 S. Paulina). Once inside, call the hospital operator (dial “0”) for assistance. Designated parking for people with disabilities is available on the 4th and 5th floor levels of Section A in the garage. A valid disability license plate or placard must be visible. Valet Parking Valet parking is available at the following buildings: Atrium ([312] 942-7442), Johnston R. Bowman Health Center ([312] 942-7000) and the Professional Building ([312] 942-3720). Discount coupons are not valid at the valet parking sites. Taxis and Public Transportation A taxi stand is located in front of the Jelke Building (see map) on Harrison Street. A taxi call button is located on the ground floor of the Atrium Building. Two CTA train stops are located near Rush: the Polk stop at Polk and Paulina (Pink Line), and the Medical Center stop at Paulina and the Eisenhower Expressway (Blue Line). Bus service is available at multiple locations around the Medical Center. For more information, please call 1-888-YOUR-CTA (968-7282) or visit http://www.transitchicago.com.
Dining Options
Guest Trays Visitors can arrange to receive a guest tray in a patient’s room. Please call food and nutrition services at (312) 942-5200 for more details on how to purchase a guest tray. Au Bon Pain Restaurant Au Bon Pain operates two restaurants for visitors. One is located on the fourth floor of the Atrium Building and offers a variety of bakery, sandwich, salad and soup options. It is open 24 hours a day, seven days a week. A smaller Au Bon Pain kiosk restaurant, located on the ground floor of the Professional Building, offers a variety of bakery, sandwich and salad items and is open Monday through Friday 7 a.m. to 5 p.m.
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Parking and Dining Options
Services and Resources
Cafeteria Located on the second floor of the Armour Academic Center, the cafeteria offers a wide variety of hot and cold menu items. It is open Monday through Friday (excluding holidays) from 6:30 a.m. to 3:30 p.m. Grab and Go Food Kiosks The In a Rush food kiosk on the second floor of the Armour Academic Center offers specialty coffees and many prepackaged, to-go items such as bakery products, sandwiches, salads and yogurt. Hours of operation are 6:30 am to 4:30 pm Monday through Friday (excluding holidays). The Remedies food kiosk is located on the first floor of the Jelke Building. Its menu includes specialty coffees, milk shakes, sandwiches, salads, soup, entrees and bakery products. Hours of operation are 6:30 a.m. to 7:30 p.m. Monday through Friday (excluding holidays). Vending Machines Open 24 hours daily, vending machines are located through out the Medical Center. Ask unit personnel for directions to the nearest machines. The largest vending area is located on the first floor of the Jelke Building near the Remedies kiosk. Local Restaurants The Medical Center is close to a variety of restaurants. For names of restaurants, contact the Hospital Guest Relations Department at (312) 942-5574, or visit the department office in room 442 of the Atrium Building.
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Services for You and Your Family
Services and Resources
Rush offers a variety of convenient services to help make your stay easier and more comfortable for you and your family.
Blood Donor Program
Every day, Rush patients need blood and platelet transfusions. Friends and family can help Rush save lives by donating them. Blood and platelets that are donated at Rush remain at Rush for our patients. The blood donor program also maintains a Babies First Blood Donor Registry, which contacts donors when there is an acute need for specially collected blood units designed for transfusion to newborns. Volunteer donors are prescreened, and donated blood products meet Food and Drug Administration and AABB (formerly the American Association of Blood Banks) guidelines. The Rush Blood Center is located in Suite 262 (by elevator E) of the Jelke Building, 1750 W. Harrison Street. Hours are subject to change without notice, so please call (312) 942-6680 or email blood_donor@rush.edu in advance of a walk-in donation or to schedule a future appointment. For platelet donation appointments or information, please call (312) 942-7824 or email platelet_donor@rush.edu.
Chapel/Pastoral Services and Spiritual Support
The J. Hall Taylor Memorial Chapel — located on the first floor of the Kellogg Building near elevator C — is open 24 hours a day. For a schedule of services and information about special events or to see a chaplain, call (312) 942-5571. Episcopal Mass is offered Monday through Friday at 11 a.m. and on Sunday at 9 a.m. Roman Catholic Mass is offered on Sunday at 11 a.m. These services are also broadcast to all patient rooms on channel 16. Jumuah Prayers are offered on Fridays. For information on these and other services or to see a chaplain, call (312) 942-5571 or have the on-call chaplain paged at 85-7151.
Woman’s Board Gift Shops
The Woman’s Board of Rush University Medical Center operates two gift shops at the hospital offering items for patients, their families and their visitors. The Atrium Court Gift Shop, (312) 942-4246, is located on the east end of the fourth floor of the Atrium Building and offers gift items, clothes, accessories, beauty products, perfumes and seasonal items. The store hours are Monday-Friday, 8:30 a.m. to 5:00 p.m., closed Saturday and Sunday. The Atrium Gift Shop, (312) 942-4244, is located on the west end of the fourth floor of the Atrium Building and offers packaged snacks and beverages, magazines, stationary, toys and children’s and baby items. The store hours are Monday-Thursday, 8:30 a.m. to 6:00 p.m.; Friday, 8:30 a.m. to 5:00 p.m.; Saturday and Sunday, 11 a.m. to 4 p.m.
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Services for You and Your Family
Services and Resources
The Women's Board donates all net proceeds from the gift shops directly to the Medical Center.
Florist
Ashland Addison Florist Company, a family-owned and operated retail florist serving the Chicago area since 1932, provides deliveries for Rush patients. Visitors and patients can place orders over the phone directly at (312) 942-8560 or through the Ashland Addison main call center at (312) 432-1800. They also can place orders online at www.ashaddflorist.com.
Therapeutic Massage
The Women’s and Children’s Resource Center offers relaxing, restorative massages in a private, nurturing environment. Massage therapists offer Swedish and deep tissue massages. A wide variety of complementary techniques are also available upon request. The Women’s and Children’s Resource Center is in Room 810 of the Jones Building, 1653 W. Congress Parkway, on the Rush campus. For rates and to schedule an appointment, call (312) 942-2336.
Baby, Breastfeeding and Beyond Boutique
Breastfeeding pumps, bras, accessories and baby clothes are available at the Rush Baby, Breastfeeding and Beyond Boutique. A certified bra fitter also is available. The boutique is located in room 652/653 of the Kellogg Building (take the “C” elevator) and is open Monday through Friday 11 a.m. to 1 p.m. and 2:30 pm to 4:30 p.m. To contact the store call (312) 942-9902.
Mail Services
Rush volunteers deliver U.S. mail to patients Monday through Friday.
Newspapers
Newspapers are available for purchase from the Hospital Guest Relations Department and in newspaper dispensers located near the fourth-floor pedestrian bridges. You also can request that a newspaper be delivered to your room Mondays through Fridays by calling the Hospital Guest Relations Department at (312) 9425574. On weekends and holidays, newspapers are available at the 4th floor Atrium information desk.
Notary Public
If needed, the services of a notary public are available to you at no cost. We ask that family, friends or legal counsel serve as witnesses for legal transactions. Hospital staff cannot serve as witnesses. For more information, call (312) 942-5574.
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Services for You and Your Family
Services and Resources Ethics Consultation Service
When patients are very sick, they and their families may have questions. The Medical Center offers an ethics consultation service to help patients and families evaluate their options. This service is available at no charge, 24 hours a day, seven days a week. If you would like assistance or information, you may have the on-call ethicist paged at 85-7055.
Business Services
If you need to arrange for photocopies or fax services, please call the Hospital Guest Relations Department at (312) 942-5574.
Automated Teller Machines
Cash stations are located on the fourth floor of the Armour Academic Center, the fourth floor of the Atrium Building and the first floor of the Jelke Building.
For Patients and Visitors With Disabilities
If you have a disability or have special needs, ask a staff member for assistance, or contact the Hospital Guest Relations Department at (312) 942-5574. We will make every effort to provide you with the assistance you need, including providing sign language interpreters and special assistive devices (TTY/TDD, amplified and largebutton telephones, etc.).
Interpreter Services
Qualified Foreign and Sign Language Interpreters, TTYs, and other auxiliary aids and services are available free of charge to people who are Limited English Proficient, deaf or hard of hearing. For assistance, please contact any Medical Center personnel or the Interpreter Services Office at (312) 563-2987 (voice/TTY), room 442 Atrium.
Hotels and Other Accommodations
A variety of hotel and other accommodations are available for family and friends who wish to stay on or near the Rush campus while a loved one is in the hospital. A listing of places to stay is available from the Hospital Guest Relations Department, (312) 942-5574.
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Patient and Family Information Resources
Services and Resources Financial Assistance
If you have questions or concerns about paying for your care, you can get assistance by calling a financial counselor at (312) 942-5967 or a customer service representative at (312) 942-5693. Whether it is before or after you receive services, our financial counselors and customer service representatives are happy to assist you. They can assist with explaining hospital charges and insurance benefits, choosing payment options or applying for financial assistance programs. The assistance available may include public assistance, social security insurance disability or one of Rush’s own programs.
The Library of Rush University
Located on the fifth floor of the Armour Academic Facility Center, the Library of Rush University opens its comprehensive collections of health-related books, journals and electronic publications to patients and their families. Internet access is available using the library's computers. Reference librarians also are available to help with specialized searches. For more information, please contact the Library Reference Desk at (312) 942-5950 or libref@rushu.rush.edu
The Waud Resource Center and Rush Generations
The Anne Byron Waud Patient and Family Resource Center for Healthy Aging, located on the fourth floor of the Johnston R. Bowman Health Center, is a welcoming oasis for older adults and their families. The Waud Center provides a wealth of hands-on resources about a wide range of lifestyle, caregiving and health topics. Waud Center staff offer in-person and telephone problem-solving, connection to helpful services in the community, access to benefits, Senior Health Insurance Program (SHIP) counseling and much more. Support groups and individual counseling also are available. Older adults can schedule basic computer lessons, and Internet access is available for all guests. The Waud Resource Center is also home to Rush Generations, a free health and aging membership program for older adults and their caregivers which provides health education programs, workshops and health fairs. Support from the Waud Resource Center and Rush Generations is available to older adults and their families even after discharge from the hospital. For more information, please visit the center or call (312) 943-2700 or (800) 757-0202.
Cancer Resource Library
The Clark Quinn Snyder Memorial Library, located in Suite 950 of the Professional Building, offers free educational information and support — via books, videos and a computer database — about cancer, its treatments, symptom control, pain management and quality of life. For more information, please call (312) 942-8709.
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Patient and Family Information Resources
Services and Resources Cancer Patient Navigator
In collaboration with the American Cancer Society, Rush provides a full-time patient navigator for cancer patients and their families. The patient navigator helps patients and their families access support services, provides useful information and removes potential roadblocks so that patients can receive the best cancer care possible. For more information, please call (312) 943-2409.
McCormick Educational Technology Center (METC)
The METC is our audiovisual library, located in room 919 of the Armour Academic Facility. Of special interest is their collection of Alzheimer’s disease videotapes. This series of approximately 80 videotapes is available to family caregivers for home use. Please contact the METC Service Desk at (312) 942-6799 or METCInfo@rushu.rush.edu.
Rush Physician Referral Service
If you or a family member wants a referral to a Rush doctor or to make an appointment with one, please call our toll-free physician referral number: (888) 352-RUSH.
Rush Web Site
For additional information about Rush University Medical Center, visit our web site at www.rush.edu.
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Your Responsibilities
Rights and Responsibilities
The collaborative nature of health care requires that patients — or their families/surrogates — participate in their care. The effectiveness of care and a patient’s satisfaction with the course of treatment depend, in part, on the patient fulfilling certain responsibilities.
Communication
Patients are responsible for providing information about past illnesses, hospitalizations, medications and other matters related to health status. To participate effectively in decision making, patients must be encouraged to take responsibility for requesting additional information or clarification about their health status or treatment when they do not fully understand information and instructions. Patients are also responsible for ensuring that the health care institution has a copy of their written advance directive if they have one. Advance directives are written instructions that convey to your doctors and your family what kinds of treatments you want in case you become unable to make medical decisions for yourself. Advance directives include: • Durable Power of Attorney for Health Care, a document that appoints someone to make health care decisions on your behalf if you are unable to express your wishes. • A Living Will, a document that allows you to describe your wishes about the discontinuance of death-delaying procedures if you become terminally ill and are unable to express your wishes. For more information, contact your physician, or the Department of Religion, Health and Human Values at (312) 942-5571. Patients are responsible for informing their physicians and other caregivers if they anticipate problems in following prescribed treatment.
Awareness
Patients should also be aware of the hospital’s obligation to be reasonably efficient and equitable in providing care to other patients and the community. The hospital’s rules and regulations are designed to help the hospital meet this obligation. Patients and their families are responsible for making reasonable accommodations to the needs of the hospital, other patients, medical staff and hospital employees. Patients are responsible for providing necessary information for insurance claims and for working with the hospital to make payment arrangements. A person’s health depends on much more than health care services. Patients are responsible for recognizing the impact of their lifestyle on their personal health.
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Your Rights and Concerns: Who to Contact
Rights and Responsibilities
1. A patient has the right to participate in the development and implementation of his/her plan of care. 2. A patient has the right to have a family member or representative of his/her choice and his/her personal physician notified upon his/her admission to Rush University Medical Center. 3. A patient has the right to make informed decisions regarding his/her care. This includes being informed of his/her health status, being involved in care planning and treatment, and being able to request or refuse treatment. If he/she is unable, for whatever reason, to act on his/her behalf, a representative may act for the patient. 4. A patient has the right to formulate advance directives concerning his/her health care with which the Medical Center will comply. 5. A patient has the right to personal privacy. 6. A patient has the right to receive care in a safe setting. 7. A patient has the right to be free from all forms of abuse and harassment. 8. A patient has the right to confidentiality of his/her medical records. 9. A patient has the right to obtain information contained in his/her medical records within a reasonable period of time. 10. A patient has the right to be free from any form of restraints that are not medically necessary. A restraint can be used only when needed to improve a patient’s well-being and when less restrictive alternatives have been determined to be ineffective. 11. A patient has the right to be free from seclusion and restraints which are used as a means of coercion, discipline, convenience or retaliation. Seclusion or a restraint can be used only when needed to ensure a patient’s physical safety and when less restrictive alternatives have been determined to be ineffective. 12. A patient has the right to file a grievance with Rush University Medical Center. This may be done orally or in writing. Listed below are the categories of complaints and the procedures for resolving them. a. Complaints concerning denial of patients rights: If a patient feels that he/she has been denied any of the rights listed above the patient should contact the Medical Center’s Office of Patient Rights at (312) 942-6603. The Office of Patient Rights shall promptly investigate the complaint. Depending upon the nature of the complaint and the need to further investigate the facts, a written response to the patient’s complaint may be provided. In the resolution of the grievance, the Office of Patient Rights will provide the patient with written notice of the decision that will contain the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process and the date of completion. If your complaint concerns quality-of-care issues resulting in harm or physical injury, contact the Office of Risk Management at (312) 942-7828.
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Your Rights and Concerns: Who to Contact
Rights and Responsibilities
The Grievance Committee, as authorized by the Board of Trustees, shall, on a quarterly basis or as soon as is practical, review and provide final resolution of all grievances. If the patient remains dissatisfied with the resolution of a case involving a denial of patient rights or harm or physical injury, he/she may elect to submit the matter to the Rush Mediation Program. If the patient is dissatisfied with resolution of a complaint involving denial of patient rights, he/she may contact Illinois Department of Public Health at (800) 252-4343 directly. Information concerning the Rush Mediation Program and/or the phone numbers and addresses of the appropriate state agencies are also available through the Office of Patient Rights. b. Other complaints: Some patient complaints may not involve the denial of patients rights or harm or physical injury, but they are still important to the Medical Center. All complaints will receive attention and consideration. Many complaints are best addressed by unit personnel. Patients should contact their nurse if they have a question about their care, the communication with their health care providers, the manner in which their room is cleaned, their preferences concerning food and beverages, or anything else that bothers them about their stay here. Or, if they prefer, they can contact the Medical Center’s Patient Relations Department at (312) 942-6979. In the event that a patient is discharged before he/she is informed of a resolution, he/she may request that the Medical Center contact him/her by telephone about the resolution. c. Patient concerns about noncoverage or premature discharge: Patients may contact a Rush financial counselor at (312) 942-5967 regarding questions about noncoverage for Rush services. When payer noncoverage is identified before or after admission, patients will be notified. The patient may choose to assume responsibility for the payment of the services or may refuse the services. Rush offers limited income assistance or charity care for patients who have a household income of 250% or less of the federal poverty guidelines, and a 50 percent discount on care for all patients without insurance. The Utilization Management department can be reached at (312) 942-4343 to assist with questions related to discharge planning.
Special note: If a patient, for whatever reason, is unable to understand the rights extended to him/her, health care providers shall provide whatever assistance is reasonably necessary to assist the patient in understanding the above-noted rights. This may include, but not be limited to, the use of assistive devices for the hearing and seeing impaired or the use of interpreters for patients not proficient in English. Nota especial: Si un paciente por alguna razón no puede comprender sus derechos, los proveedores de servicios de salud deberán prestarle la asistencia razonablemente necesaria para contribuir a que entienda cabalmente los derechos antes mencionados. Esto puede incluir, en forma no taxativa, el uso de dispositivos de asistencia para las personas con disminuciones auditivas o visuales y el uso de intérpretes para pacientes que no dominan el inglés.
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Important Telephone Numbers*
Important Phone Numbers
Administrator-on-call Admitting/Registration Department Billing/Financial Counselor Blood Center Bookstore Chaplain’s Office Discharge Planning/Social Service Find a Doctor Food and Nutrition Services Gift Shops Atrium Court Shop Atrium Shop Ashland Addison Florists Giving to Rush Home Infusion Solutions Hospital Guest Relations Housekeeping Interpreter Service Lost and Found Maintenance Medical Records (Health Information Management) Parking Garage Professional Building Pharmacy Quality Improvement Rush University Library Security Department Television Repair Service Utilization Management Department Waud Resource Center and Rush Generations International Health Services Office of Patient Rights Patient Information Patient Relations Department For numbers not listed, call the hospital operator at (312) 942-5000; TTY/ TTD (312) 942-2207. *When dialing 942- or 563-prefix numbers from within the Medical Center, simply dial the last five digits. (312) 942-5000 (312) 942-5700 (312) 942-5697 (312) 942-6680 (312) 942-5845 (312) 942-5571 (312) 942-4343 (312) 942-5555, (888) 352-RUSH (312) 942-5200 (312) 942-4246 (312) 942-4244 (312) 942-8560 (312) 942-5580 (800) 722-6123 (312) 942-5574 (312) 942-2532 (312) 563-2987 (312) 942-5678 (312) 942-FIXX (3499) (312) 942-7262 (312) 942-6594 (312) 563-2245 (312) 942-7116 (312) 942-5950 (312) 942-5678 (312) 942-5990 (312) 942-4343 (312) 563-2700 (312) 563-2488 (312) 942-6603 (312) 942-5000 (312) 942-6979
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Getting To Rush
Rush University Medical Center Campus Map
RUSH MAIN CAMPUS
pedway
Key
H
Main hospital Information Emergency room Food
Jackson Boulevard
Parking entrance
14
Valet
N
Ashland Avenue
Og de nA ven ue
94 90
Western Avenue
Lake Shore Drive
Triangle Office Building entrance
Paulina Street
Taxi cab stand Hotel accommodations Parking
Lake Michigan
13
Van Buren Street
CTA entrance
Triangle Office Building entrance
294
W
1 Atrium Building (1650 W. Harrison St.)
E
Eisenhower Expressway – West
a
CTA entrance
90 94
290
Og de
Downtown Chicago
Eisenhower Expressway – East Congress Parkway
Wood Street
C
ve nA
nu
e
Ashland/Paulina exit just south of 290
Woman's Board Center for Radiation Therapy (500 S. Paulina St.) 3 Professional Building - I, II, III (1725 W. Harrison St.) 2 Armour Academic Center, Rush University (600 S. Paulina St.) 5 Johnston R. Bowman Health Center (710 S. Paulina St.) 6 Kellogg Building 7 Jones and Murdock Buildings 4 8 Rawson and Senn Buildings 9 Jelke Building 10 Pavilion Building 11 Cohn Research Building 12 Annex Building 13 Triangle Office Building (1700 W. Van Buren St.) 14 Moretti’s Building (1645 W. Jackson Blvd.) 15 Future Orthopedic Ambulatory Building 16 Future staff and student parking 17 Future East Tower 18 Kidston House (630 S. Hermitage Ave.) 19 Laurance Armour Day School Rush Department of Psychiatry - Outpatient Clinical Services - Rush Day Hospital - Rush Day School (2150 W. Harrison St.)
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S
7 10 8
6
E 9 D
B
H
1
Main hospital entrance
A
17
pedway
Harrison Street
11
Professional Building entrance
2 pe dw ay
Patient/Visitor Parking
I
pedway
II
4
Paulina Street
3
15
Employee Parking
18
12
III
Flournoy Street
RUSH WEST CAMPUS
Eisenhower Expressway – West Eisenhower Expressway – East Congress Parkway
Hoyne Avenue Leavitt Street 19
Entrance
5
16
Polk Street
b
a
Harrison Street
Elevated train: Medical Center Blue line Elevated train: Polk stop Pink line
Elevators
b
I-0227 5/09
24
Ashland Avenue
Using the 4th Floor to Access Areas of the Medical Center
Eisenhower Expressway – West
CTA entrance
a
CTA entrance
Train toward the loop
Eisenhower Expressway – East Congress Parkway
Jones Building Pavilion Building
Emergency Room Murdock entrance on Building ground floor
7
10 C
6
Kellogg Building
A
H
Harrison Street
Wood Street
Cohn Research Building
l ita sp ho in ma to
To main hospital
Rawson & Senn Buildings
8
E— To labor & delivery
1
Atrium Building
East Tower (opens 2012)
17
9 Jelke Building D
2
Woman’s Board Center for Radiation Therapy
11
Professional Building
$
Main hospital ground entrance
Patient/Visitor Parking
I
To Professional Building
15
Orthopedic Ambulatory Building (opens 2009)
Professional Building entrance on ground floor
II
3
III
Armour Academic Center, Rush University
Paulina Street
4
Employee Parking
Flournoy Street
Staff and Student Garage
18
Kidston House
16
12
Annex Building
b
Johnston R. Bowman Health Center
5
Key
H
Main hospital Information Emergency room Food Valet
Anne Byron Waud Resource Center For Healthy Aging Taxi cab stand Restrooms Parking Escalator to cafeteria
$ Cash machines
Phones
1 Atrium Building (1650 W. Harrison St.) 2 Woman's Board Center for Radiation Therapy (500 S. Paulina St.) 3 Professional Building - I, II, III (1725 W. Harrison St.) 4 Armour Academic Center, Rush University (600 S. Paulina St.) 5 Johnston R. Bowman Health Center (710 S. Paulina St.) 6 Kellogg Building 7 Jones and Murdock Buildings 8 Rawson and Senn Buildings 9 Jelke Building 10 Pavilion Building
11 Cohn Research Building 12 Annex Building 15 Future Orthopedic Ambulatory Building 16 Staff and Student Garage 17 Future East Tower
18 Kidston House (630 S. Hermitage Ave.)
a
Discount parking coupons are available for patients and their visitors at the Atrium information desk.
Elevated train: Medical Center stop (Blue line) Elevated train: Polk stop (Pink line)
b
Elevators
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Rush Television Programming
Channel 4 6 8 10 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Station WBBM CBS 2 WMAQ NBC 5 WLS ABC 7 WGN 9 WTTW PBS 11 Health TV Patient Education Channel Patient Education Channel (en Español) Care Channel/ Chapel Services Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Patient Education On-Demand Staff Channel Welcome to Rush Snow City Arts Foundation Nickelodeon Cartoon Network Channel 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 Station ABC Family Animal Planet WYCC PBS 20 The Learning Channel Discovery CNN CNN Headline News WCIU Channel 26 USA Network Lifetime American Movie Classics TBS Weather Channel WFLD Fox 32 ESPN Newborn Channel Newborn Channel (en Español) ESPN News Bloomberg Financial Comcast Sportsnet Chicago WPWR UPC 50 WSNS Telemundo WXFT Telefutura WGBO Univision WBG Radio ESPN 2 ESPN Classic
Rush University Medical Center 1653 W. Congress Parkway Chicago, Illinois 60612 Need a doctor? Call 888-352-RUSH
I T ’S
HOW
MEDICINE SHOULD
BE
Rush is a proud recipient of the Magnet Award for Excellence in Nursing. Rev. 8-09-15M