Your GUIDE to the

University of Maryland Medical Center

Patient

Handbook& Family

We hope this handbook will help answer questions you may have during your stay at

the University of Maryland Medical Center.

&Patient

HandbookFamily

KEY Phone Numbers

USING HOSPITAL TELEPHONES

• To make a local call, dial 9 thenthe area code and local number.

• To reach an outside operator,dial 9 and then O.

• To call a number within the Medical Center, dial 8 and thelast four digits.

• To make a long-distance call, dial 9 plus O and use a calling card, or charge the call to your home number.

• The Medical Center does not accept collect calls.

• If you change rooms, yourphone number will change.

• Hearing-impaired patients canreceive TTY equipment or ahearing amplifier for the phone.Ask your nurse to call 8-3323.

• Ask at the information desk for locations of regular andamplified public phones.

• In-house telephones are available throughout the hospital for free calls within the Medical Center.

Admitting 410-328-8153

“Ask Me, I Can Help” 410-328-1500

Billing Inquiries 410-821-4140

Birth Register 410-328-6752

Blood Bank 410-328-5630

Case Management 410-328-6655

Center for Image Renewal 410-328-9154

Contributions 410-328-5770

Ethics Consultation 443-562-5143

Gift Shop 410-328-9913

Information

General.......................................... 410-328-UMMS (8667)

Patient........................................... 410-328-6971

Information Desk

Main Lobby................................... 410-328-5473 / 8-5598

Gudelsky Lobby............................. 410-328-1500 / 8-7258

Weinberg Healing Garden............. 410-328-9899

Medical Records

Administration...............................410-328-6915

Copies............................................410-328-5706

Palliative/Supportive Care 410-328-7392

Pastoral Care 410-328-6014

Patient Advocate 410-328-8777

Shock Trauma Patient Advocate 410-328-1531

Patient Resource Center 410-328-WELL (9355)

Parking 410-328-0055

Pharmacy 410-328-5233

Security 410-328-8711

Shock Trauma Center 410-328-9284

Social Work 410-328-6700

Television

On Demand Patient Education..... 410-328-0981

TV Service Concerns......................410-328-5005

Volunteer Services 410-328-5600

On behalf of our entire staff, I would like to welcomeyou to the University of Maryland Medical Center (UMMC).

Our goal is to provide you with the best care. We are grateful

for the trust you have placed in us by choosing our Medical

Center to help you with your medical needs. It is a responsi-

bility that we take very seriously, and we will do whatever

we can to make sure that your stay with us is a positive one.

Your satisfaction is our top priority.

The University of Maryland Medical Center includes the

Marlene and Stewart Greenebaum Cancer Center, the

University of Maryland Children’s Hospital and the

R Adams Cowley Shock Trauma Center. We have been

recognized by several national organizations as one of the

country’s best hospitals for high-quality patient care and

safety. The doctors, nurses and other members of your

health care team are highly skilled. They are dedicated to

providing you with excellent care and making your stay

with us as comfortable as possible.

Our staff has prepared this handbook to answer some of the

basic questions you may have about the Medical Center.

This handbook also includes a list of key phone numbers as

well as a map of the first floor of the hospital. If you have

any questions, please ask the members of your health care

team. Thank you for choosing the University of Maryland

Medical Center.

JEFFREY A. RIVEST, PRESIDENT AND

CHIEF EXECUTIVE OFFICER

University of Maryland Medical Center

2

3 ABOUT THE HOSPITALRoom Numbering SystemFood Service Locations Bank/ATMsChapelGift ShopNewspapersMailLost & FoundParkingShuttle Service

5 YOUR STAY AT THE MEDICAL CENTERIdentification BandRoom AssignmentYour BedCall Signal Bathing and ToiletriesMealsTelevision Worship ServicesHealth Education TelevisionHow to Store BelongingsHospital Guidelines

7 FAMILY AND FRIENDSPatient Visitation RightsCaringBridge WebsiteHotels/Special AccommodationsPatient Resource CenterFlowers and Balloons

9 YOUR HEALTH TEAM DoctorsNursesPharmacistTherapistsCase ManagerSocial WorkersOther Health Care Professionals and Support Services

Your Care PlanWhy We Ask the Questions We Ask

11 BE AN ACTIVE PART OF YOUR HEALTH TEAMTips for Talking to Your Health TeamSupport GroupsPalliative CareEthics Consultation ServiceSurgery SafetyNew MothersOrgan and Tissue DonationQuestions You Might Want to Ask

Assign a Support PersonRapid Response ProcessIf You Have Concerns

14 MAP OF THE HOSPITAL

17 MEDICAL INFORMATION AND SUPPORT SERVICESForeign/Sign Language InterpretersPastoral Care Volunteer ServicesCenter for Image Renewal

18 FOR YOUR SAFETY AND COMFORTInfection Prevention MedicationsPain Management

19 FINANCIAL ARRANGEMENTSInsuranceMethods of PaymentUnderstanding Your Bill

20 HOSPITAL DISCHARGEPlanningOutpatient PharmacyUnderstanding Your MedicationsMedical Records AccessLeaving the Medical CenterPatient Satisfaction

22 HEALTHY LIVING INSTRUCTIONSFollow Up InstructionsHelp to Stop SmokingVaccinationsHealthy Eating and Exercise Tips

24 PATIENT RIGHTS AND RESPONSIBILITIES

25 INFORMED CONSENT AND ADVANCE DIRECTIVESPrivacy Practices

27 MY CARE REMINDERS

28 INDEX

Contents

3

You may have arrived at our hospital by car,ambulance or helicopter. You may haveplanned for this admission, or it might beunexpected. Either way, you will beassigned to an excellent team of health careproviders, who are always available toanswer your questions or concerns. The following will provide you with most of theinformation you will need during your stay.

Room Numbering System

The Medical Center is actually a series ofconnected buildings. The room numberingsystem is a five-digit code representing yourbuilding, floor, wing and room. For example:N3E10 can be found in the North Hospital,Third Floor, East Wing, Room 10. The five main buildings are: N = North Hospital C = Gudelsky Building

S = South Hospital W = Weinberg Building

T = Shock Trauma Center

If you need help finding a room, pleaseask our Guest Services staff or call 8-5473.

Food Service Locations

These food service options are located on thefirst floor of the Medical Center• Courtyard CaféHours: Monday – Friday, 6:30 am-1:00 am,and Saturday – Sunday, 7:00 am-3:00 pm

• Cypriana CaféHours: Sunday – Thursday, 8:00 am-mid-night and Friday – Saturday, 8:00 am-1:00 am

• Au Bon PainHours: Daily, 6:00 am-midnight

• Great CookieHours: Monday – Friday, 7:00 am-mid-night and Saturday, 9:00 am-midnightand Sunday, 11:00 am-midnight

• Mama Ilardo’sHours: Open 24 hours

ABOUT the Hospital

“The first wealth is health”

— R A L P H W A L D O E M E R S O N

Woman with Dog, Mary Cassatt

• SubwayHours: Open 24 hours

• Rx Brew, StarbucksHours: Monday – Friday, 6:00 am-4:00 pm

Bank/ATMs

A branch of M&T Bank is located on thefirst floor between the main lobby and theGudelsky Building. The bank is openMonday through Saturday and its ATMs can be accessed at any time. Bank of AmericaATMs are located on the first floor of theSouth Hospital.

Chapel

A nondenominational chapel is located onthe first floor of the Weinberg Building and is open 24 hours.

“Form and function

should be one, joined

in a spiritual union.”

FRANK LLOYD WRIGHT

4

Gift Shop

The Gift Shop is in the main lobby behindthe reception desk. It carries a variety ofmagazines, newspapers, toiletries, snacks andgifts. If you would like a newspaper, a volun-teer can bring it to you.Hours:Monday – Saturday 7:30 am-9:00 pmSunday, 9:00 am-8:00 pmPhone: 8-9913

Mail

Mail is delivered once a day, Mondaythrough Friday. Packages are brought to yourroom as soon as possible. Mail will reach youfaster if your family and friends include yourroom number in the address. If mail arrivesafter you are discharged, it will be forwardedto your home. Stamps are available in the gift shop, and

nurses or volunteers will mail stamped lettersfor you.

Lost and Found

The Medical Center’s Lost and FoundOffice is in the basement of the NorthHospital, Room NBE40. Hours: Monday – Friday, 7:30 am-4:00 pmPhone: 8-1329

Parking

Discounted parking for patients and theirdrivers is available at:• Plaza Garage at 500 W. Redwood St.,across from the main entrance of theMedical Center

• Medical Center Garage at 111 S. GreeneSt., enter from Paca St.Valet parking for patients and patient

transporters is offered from 6:00 am to10:00 pm weekdays. Guests wishing to use

this service should pull into the valet lane ofthe main entrance, which is located at 22 S.Greene St.

The cost of valet service is:• Up to one hour $10• Over one hour $11• Over two hours $12

Parking is also available at:• Allright Parking, West Redwood andEutaw streets

• Baltimore Grand Garage, Paca Streetbetween Baltimore and Fayette streets

• Marriott Hotel, Lombard and Eutaw streets• Penn Garage, Penn Street between Prattand Lombard streets

Long-term parking: Options are available at the Medical CenterGarage in two-week and one-month incre-ments. For more information, contact theUMMC Parking Office.Phone: 8-0055Email: parking@umm.eduOffice location: G1J42Hours: Monday, 7:00 am-4:30 pm Tuesday – Friday, 8:00 am-4:30 pm

Shuttle Service

The Medical Center provides free on-campusshuttle service for patients and guests. Itpicks up and drops off riders at the mainlobby. Please visit the Guest ServicesInformation Desk to request the shuttle.

5

YOUR STAY at the Medical Center

Identification Band

Your identification (ID) band shows yourname, date of birth and medical recordnumber. The ID band is used to match youwith the treatment and medications youneed. Do not remove it while you are at theMedical Center.

Room Assignment

You are assigned to a room that best meetsyour needs. Special consideration is given toprotecting patients from infections andother concerns. We make every effort togive you the type of room you request. Ifyou do not find your room suitable, youmay ask to be moved when another roombecomes available.

Your Bed

The nursing staff will show you how toraise and lower your bed and can help youadjust it. Please do not try to get out of bedunless 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 reason for your bed railsto be raised. If so, please do not lower themyourself or allow a visitor to do so for you.Use the Call Signal to get a staff member ifyou need assistance.

Call Signal

The nursing staff will show you how to usethe Call Signal in your room and bath-room. Someone will respond as soon aspossible when you use it.

Bathing and Toiletries

If you need assistance, your nurse or nurs-ing assistant can help you with your bath orshower. Gowns are provided but undergar-ments are not. If you need a toothbrush,toothpaste, comb or other toiletries, pleaseask your nurse.

“The things we truly love

stay with us, locked in our

hearts as long as life

remains.” — J O S E P H I N E B A K E R

Fritillaries, Vincent van Gogh

6

Meals

Three meals are served daily, and timesvary throughout the Medical Center. Eachday, you will receive a menu of food choic-es for the next day. A registered dietitian ordietetic technician plans your meals. Youmay be on a special diet, so check withyour nurse before asking visitors to bringyou food. If you want to discuss your dietor if you have special food requirements,ask your nurse to contact the dietitian.If you miss a meal because of tests or

treatments, your nurse can arrange for youto receive it upon your return.

Television Worship Services

If you have a TV, you can watch worshipservices on Channel 47. The schedule islisted on Channel 4.

Health Education Television

We provide a variety of free video OnDemand educational programs on generaland specific health topics that you canwatch from the TV in your room. Askyour nurse or another staff member for theOn Demand video brochure. You canselect any video and watch at a time that isconvenient to you. Call 8-0981 from yourroom to activate this feature.Channel 37 on your TV provides

round-the-clock Maryland Health Todayprograms. These 30-minute shows featureinterviews of University of Maryland doc-tors on a wide variety of topics.

How to Store Belongings

Anything you do not need should be senthome, including luggage, jewelry, moneyand extra clothes.

Please store belongings in the bedsidetable or cabinet. Put dentures or eyeglassesin a case. Do not wrap small items inpaper towels or tissues because they maybe mistaken for trash. The Medical Center is not responsible

for personal belongings or money. If youhave valuables, you can store them in oursafe. Just ask a staff member to makearrangements. Upon discharge, you or afamily member can pick up your valuablesat the Security Service Center in RoomT1R83 on the first floor of the ShockTrauma Center. Please bring your safe-deposit receipt. Hours: Monday – Friday, 7:30-11:30 am and 12:30-3:00 pmAt other times, call Security at 8-8711.

Hospital Guidelines

• There is no smoking or tobacco use any-where on Medical Center property,inside or outside.

• In the event of a fire or other emergency,stay where you are and follow the direc-tions of staff members.

• Certain personal electrical appliances arenot permitted in the Medical Centerbecause of the risk of fire, disturbance toothers or interference with medicalequipment. Check with your nurse priorto bringing any electrical items into theMedical Center.

• Please respect locked doors and restrictedareas. These areas are off-limits for a reason.

7

Gulf of Marseille, Paul Cezanne

“Just don’t give up trying to do what you really want to do. Where

there’s love and inspiration, I don’t think you can go wrong.”

— E L L A F I T Z G E R A L D

FAMILY and FRIENDS

Patient Visitation Rights

Patients have the right to receive visitors oftheir choosing such as a spouse, domesticpartner, other family or friends. Patientshave the right to withdraw or deny visita-tion privileges at any time during theirhospital stay. The Medical Center ensures that all

visitors enjoy full and equal visitation privileges consistent with patient prefer-ences and protection of the health andsafety of patients, staff and visitors. TheMedical Center does not restrict or denyvisitation privileges based on race, color,national origin, religion, sex, gender iden-tification, sexual orientation or disability.

The Medical Center is committed toopen and flexible visitation which encour-ages visitation by individuals who giveemotional support to our patients. TheMedical Center prefers two visitors at anyone time. Decisions to limit the numberof visitors or visiting hours are made toprotect the health and safety of patients,staff and visitors. Please check with thespecific Patient Care Unit for their visita-tion guidelines or to discuss any of yourvisitation questions or concerns.

“To know is nothing

at all; to imagine

is everything.”

ANATOLE FRANCE

8

CaringBridge Website

CaringBridge is an Internet service thathelps patients and their families stay con-nected with loved ones during medicaltreatment. CaringBridge is free and easy touse. Patients or their family members cancreate a secure CaringBridge webpage, andthen sign in at any time to post journal entries and photographs to provide updates for their friends and family members.The personal site is private and only

those who have been given the site addressand password can visit, read the updatesand post their own messages of support,love and encouragement for the family.

Here is how the service works:• An individual visits www.caringbridge.orgto create a secure, personal website.

• The patient or family member writesjournal entries for their family andfriends to read.

• Friends and loved ones can then sendmessages of encouragement and supportin a guest book for the patient and familyto read.

Hotels/Special Accommodations

Many hotels are located near the MedicalCenter. Several offer discounts for ourpatients and their families. For details, youcan inquire at the reception desk in themain lobby of the Medical Center. If you cannot afford the discounted rates

at local hotels, contact the Department ofSocial Work at 8-6700.

Hope Lodge (410-547-2522) and theRonald McDonald House (410-528-1010), both located two blocks from theMedical Center, are home-like settings forcancer patients and families of childrenwith cancer and other diseases.

Patient Resource Center

The Medical Center’s Patient ResourceCenter (PRC) is a place where patients,families and the public can get informationand support. Business services, such asInternet access, copying and faxing areavailable. The PRC also offers a variety ofclasses, support groups and events.The PRC is equipped with computer

workstations to help patients and theirfamilies start a CaringBridge webpage. Staffis available to assist patients with Internetsearches for health information as well. Location: Weinberg Building, first floorPhone: 410-328-WELL (9355) Hours:Monday – Friday, 8:30 am-5:00 pm

Flowers and Balloons

When someone sends you flowers, they aredelivered to your room when allowed. Toavoid infection, live flowers may not bepermitted in certain areas. Only foil balloons are permitted in the hospital,since some patients are allergic to latex.

9

The Market, Paul Gauguin

“In all things of nature there is something of the marvelous.”

— A R I S T O T L E

YOUR HEALTH Team

During your stay, you will be assigned to anexcellent team of health care providers. Thehealth care team will interview you and/oryour family and plan your care based onthis information. Please provide the teamwith accurate and complete information sothat your care will best meet your needs.

Doctors

Your attending doctor is the leader of yourhealth care team and is assisted by residentsand fellows — doctors who are receivingadditional training.

Nurses

You will spend more time with your nursesthan with any other member of your careteam. They provide physical care, healtheducation and emotional support.

{ Be an active part of your health team. Don’t be afraid to ask questions or share concerns. }

Your nursing team may include registerednurses (RNs), nurse practitioners, nurseextenders, nursing assistants and others. Aregistered nurse will plan your nursing care.On each shift, a specific registered nurse will supervise your care.

Pharmacists

The pharmacy team works closely with your doctor to make sure you get the mosteffective medications. Upon request, pharmacists are available to discuss yourmedicines and answer questions. You may report a suspected medication

error to the Patient Safety Hotline: 410-328-SAFE or the Board of Pharmacy:800-542-4964 / mdbop@dhmh.state.md.us

10

Therapists

Physical therapists, speech therapists, occu-pational therapists and respiratory therapistshelp you return to normal activity as soon as possible.

Case Manager

A case manager may work with your teamto plan your discharge and care after youleave the Medical Center. The case manager also is the key contact

with your insurance company while you area patient. If you have a question or problem,ask to speak to your nurse, the charge nurseor the case manager in your area.

Social Workers

Social workers help you and your loved onesunderstand and cope with disease and dis-ability. They also find services in the com-munity to assist in your recovery. You, yourdoctor or a family member can request avisit from a social worker. Phone: 8-6700

Other Health Care Professionals and

Support Services

Lab technicians, dietitians, radiographersand employees in security, maintenance,housekeeping and hospitality, and food andnutrition are among the many people whomake your hospital stay as beneficial andcomfortable as possible.

Your Care Plan

With your help, we will create a plan foryour care. Early on, it will help us figure outwhat your problems are, and how we willtreat them. At first, it might include tests todiagnose the condition. Later, it can includeprocedures, medications, therapy and diet.

You need to understand the plan. Pleasefeel free to ask about it as many times asyou need to.

Why We Ask the Questions We Ask

While you are in the hospital, differentmembers of your care team may ask thesame questions over and over. We knowthis may be annoying, so we would like totell you why we ask the questions multiple times:

What is your name and date of birth?This is an important safety question. Youwill 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 admittedbecause you are the best source of information. When you are asked again,you may remember things you had forgot-ten earlier.

Do you have any allergies? The nurse or doctor taking care of you hasthis information in your chart but maydouble-check it just before the medicationis given.

Do you have pain right now?We ask you to rate your pain throughoutthe day so that we can make adjustmentsbased on how you are currently feeling.Our goal is your comfort.

What is your goal for today?Small daily goals help to speed up yourrecovery. We will work with you to bestreach your goals.

11

“He who has health has

hope, and he who has hope

has everything.”

— A R A B I A N P R O V E R B

Flowers and Cats, Paul Gauguin

BE an Active Part of YOUR HEALTH Team

{ Every day is a new day. Ask your questions as often as you need to, even if you asked them yesterday. }

You are our main source of information.You know how you feel. You live with yourdisease or illness. We depend on you andyour loved ones to tell us about your health.

Tips for Talking to Your Health Team

You are helping us when you ask questions.It lets us know what you understand andwhat you need to learn more about. Themore you know, the more helpful you areto your care team. Sometimes, your care team may look

busy and in a rush. They may use wordsyou do not understand or talk too fast. It isour job to help you understand, so let usknow when you don’t. Here are some tips: • Know the names of the people who cometo talk to you. Different members of yourcare team focus on different things, so it isgood to know who said what about yourplan of care. It helps to write down namesand discussions.

• Write down your questions or concerns assoon as you think of them.

• Have a family member or friend with youwho can help you remember the answers.It may be helpful to write down yourquestions and answers on My CareReminders (page 27).

• Have someone who can speak for you orask questions when you feel too sick ornot up to it yourself.

• Medical personnel tend to use short-cutabbreviations and phrases you may notunderstand, especially when they arespeaking with each other. When this hap-pens, ask the person to explain any wordor phrase you don’t know.

• Your nurse will be able to answer manyof your questions and will know the bestperson to talk to about specific questionsor concerns. We may not know all the answers all

the time. If we say, “I don’t know,” we arenot avoiding answering your questions.We want to give you the most accurateinformation possible. Please be patientwith us.

12

Support Groups

You may be interested in joining one of oursupport groups: • Diabetes Group: 410-328-6584 • Transplant Education (Liver, Kidney andPancreas Transplant): 410-328-1562

• JACQUES Initiative HIV Support Group:410-706-0165

• Leukemia and Lymphoma Support Group:410-328-3595

• Brain Injury Support Group: 410-448-6303

• Caregiver Support Group: 410-337-1109 • Stroke Club: 410-448-6320 • Cancer Conversations — The Art ofSurviving: 410-328-6506

Palliative Care

The palliative care team is available topatients and their families when the patienthas a life-threatening or life-altering illnessor injury. This special care is designed toalleviate symptoms such as pain, shortnessof breath, nausea and fatigue, as well as torelieve suffering. Patients and their familiesmay receive counseling to help them adjustto a chronic condition. Patients receivingpalliative care work with family members,physicians, case managers, social workers,pharmacists, nutritionists and members ofthe clergy to make decisions about the bestway to cope with their illness. For moreinformation, speak with your nurse orphysician or call the Department of SocialWork & Human Services. Phone: 8-7392

Ethics Consultation Service

Sometimes patients, their families, and theirhealth care team face difficult ethical issuesregarding treatment decisions. The Ethics

Consultation Service has individuals trainedin ethical decision-making who can explainmedical facts, discuss options for care,explain choices, offer guidance and workwith you and your health care team toresolve disagreements. Any patient or fami-ly member may discuss ethical issues with amember of the Ethics Consultation Service.Hours: 7 days a week, 24 hours a dayPhone: 443-562-5143

Surgery Safety

You may be able to donate your own bloodbefore elective surgery. These donations areusually scheduled days or weeks before yoursurgery. Ask your doctor for details.If your doctor recommends surgery, here

are some questions you may want to ask:

The Sunflowers, Vincent Van Gogh

“Wherever a man turns, he

can find someone who needs

him.” — ALBERT SCHWEITZER

1313

• Why do I need to have surgery? Do Ineed to have it right away?

• Are there any alternatives (other treat-ments) to surgery? Do I have a choicebetween inpatient and outpatient surgery?

• Can a family member or friend stay withme 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 howthe surgery went?

• How long will my recovery take? Whatwill it involve?

• Will I need therapy or any other specialcare or equipment?

• Will surgery have any lasting effects onmy health and/or appearance? What are they?

• How many surgeries like this one haveyou done before?

Steps you can take to ensure a safe surgery:• Be sure to read the consent form beforeyou sign it to make sure that all writteninformation is correct.

• On the day of surgery, tell the doctor andnurse your name, date of birth and whichpart of your body you are having the sur-gery on.

• If your surgery is going to be on yourspine or either the left or right side ofyour body, expect that our staff will con-firm the location with you and will markthat side with a checkmark. Examples are:your left arm, or right knee or right sideof your head. If your procedure is onyour left lung and since this cannot bemarked, staff will mark the side on adrawing of the human figure on your chart.

• Speak up if you think staff has any infor-mation that is wrong or not exactly andcompletely correct. We want to make surethat your surgery or procedure goes exact-ly as planned.

New Mothers

Following the birth of a child, the BirthRegistrar from the Medical Center’s HealthInformation Management (MedicalRecords) Department will interview thebirth mother and: • Prepare a birth certificate. • Get all required signatures for the certificate.

• File the certificate with the MarylandDepartment of Health and MentalHygiene’s Division of Vital Records.If the mother is not married, the Birth

Registrar will explain the benefits of estab-lishing the paternity of her child and pro-vide an opportunity to complete a formrecognizing the child’s father.

Organ and Tissue Donations

Organ and tissue donations are lifesavinggifts to others. If you or your family wouldlike information, call 8-8441.

“In our dreams,

we are always young.”

SARAH LOUISE DELANEY

(Section continues after the map)

Roslyn & Leonard Stoler Pavilion

S

This is a map of the first floor of the Medical Center. It should be very helpful while

you are here. It is color coded by sections: Shock Trauma Center; Weinberg Building;

Gudelsky Building; North Hospital; and South Hospital. Elevators are indicated

throughout the hospital’s first floor, making it easier for you to get around.

We hope you find this helpful.

Locator MAP

14

nard on

Floor — Gudelsky Building9 Surgical IMCG Imaging Services2 Angiography2 Interventional Radiology

Center1 MRI Suite2 Nuclear Medicine

Inpatient and Intensive Care Units9 Bone Marrow Stem Cell

Transplantation Unit5 Neurocare7 Neurocare ICU5 Orthopaedics4 Otolaryngology-Head &

Neck Surgery4 Surgical ICU8 Transplant Surgery3 Maryland Heart Center

• Cardiac Care ICU• Cardiac Inpatient Care• Cath lab Registration

G Radiation Oncology

Floor — Weinberg Building1 The Breast Center1 Chapel6 CT ICU/TelemetryG Emergency Room2 General Operating Rooms1 Learning Center7 Medical ICU/IMC1 The Center for Image Renewal1 Medical Records1 Patient Resource Center3 Perioperative Healing Garden1 Pharmacy1 Prep Center (Pre-Admission

Testing)1 Psychiatric Counseling5 Surgical Acute

Floor — North Hospital11 Adult Psychiatry Unit7 Surgical Endoscopy Care Unit8 Marlene and Stewart

Greenebaum Cancer Center Inpatient Floor & ICU

6 Center for Advanced Fetal Care6 Center for Diabetes and

Endocrinology8 Center for Voice, Swallowing

& Esophageal Disorders*3 Dialysis Access3 EP Lab

12 Geropsychiatry3 GI Lab1 Greenebaum Cancer

Center/Stoler Pavilion Infusion Area*

9 Inpatient Units• Cancer Center

10 Medical IMC UnitG Oral Maxillofacial Surgery*4 Outpatient Physical Therapy*1 Patient Admitting5 Pediatric Specialty Clinic*5 Pediatric Sub-Specialty

PracticesG Surgery Clinics*

• General Surgery• Neurosurgery• Plastic Surgery• Podiatry • Urology

5 University of Maryland Hospital for Children

4 Vascular Laboratory

Floor — Shock Trauma Center1 Employee HealthG Hyperbaric Medicine2 Operating Rooms1 Security Services1 Shock Trauma Auditorium4-6 Shock Trauma

Inpatient RoomsG Shock Trauma Outpatient

Pavilion*

Floor — South Hospital2 Cardiodiagnostics4 Child Day Program4 Child Psychiatry Inpatient2 Diagnostic Radiology*12 Epilepsy Center* EEG Lab10 General Clinical Research

Center7 Labor & Delivery6 Obstetric Center (Labor

& Delivery)• Mother/Baby/NICU

1 PARC – Psychiatric Assessment Referral Center

5 Pediatrics/PICU4 Shock Trauma12 Sleep Center*

*= Outpatient Clinics

N NE

E

SE

SSW

W

NW

N

15

16

BE an Active Part of YOUR HEALTH Team continued

Questions You Might Want to Ask

General: • Who will know the information I give you? • Is it ok for me to see you without my par-ents/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 concernsabout my care or services?

• How long will I be in the hospital?(Remember, we may not always be able toanswer this question)

About your illness or symptoms: • What is wrong with me? • 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 andwithout 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?

Assign a Support Person

While you are at the Medical Center, youmay not have the energy or attention tokeep track of what your health team tellsyou. You should assign a family member orfriend to act as a liaison with the team andgive permission for him or her to speak for you. Your support person can stay with you at all times unless it is deemedmedically necessary.

Rapid Response Process: Partnering for the

Safest Care

We try to keep close watch of our patientsso that we are alerted early to possibleproblems in their condition. Family mem-bers are very important eyes and ears tohelp the staff. We know the patient wellbut loved ones know the patient best. There may be times that a loved one

will note changes in the patient that wemay not have noticed. If you have particu-lar concerns that the patient’s condition istaking a turn for the worse, be sure to askthe nurse caring for the patient to start theRapid Response Process:• Rapid Response is a way to get help rightaway from your doctor or another doctorfor a sudden and worrisome change inthe patient’s condition.

• When you request the Rapid ResponseProcess, the nurse will assess the patientright away.

• If called by the nurse, the doctor willcome right away to assess the problemand begin needed treatment.

If You Have Concerns

If you have concerns about the care youare receiving, we urge you to tell yourphysician or nurse. If you believe furtheraction needs to be taken, talk with the manager of your unit. You may also contact:Patient Advocate Phone: 8-8777Patient Safety Hotline: 8-SAFE or 410-328-SAFE (outside the hospital)

Email: 8safe@umm.edu

Fisherman’s Cottage on the Cliffs at Varengeville, Claude Monet

“Little drops of water, little grains of sand, make the mighty

ocean and the pleasant land.” — JULIA A. FLETCHER CARNEY

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MEDICAL Information and SUPPORT Services

Foreign/Sign Language Interpreters

If you require a foreign-language or sign-language interpreter, tell your nurse or call:Paging System: 8-2337, ID #8255

Pastoral Care

Chaplains are available in the hospitalaround the clock, seven days a week, tooffer spiritual support for all patients andfamilies. If you would like a chaplain tovisit, you can:• Ask your nurse to page the chaplain• Phone: 8-6014• Call the hospital operator Your own clergy may visit any time.

Volunteer Services

Thanks to our volunteers, we are able toprovide extra services to patients.Volunteers can run errands, mail letters

or help you with other special needs.

Hours: Monday – Friday, 9:00 am-4:00 pm Phone: 8-5600

Center for Image Renewal

The Center for Image Renewal is designedto promote personal well-being and a posi-tive self-image for those dealing with thephysical effects of cancer treatment andother conditions. Supportive personal care includes

individualized consultations, custom services for skin, hair and body, and relatedpersonal accessories. Wellness programs are offered for caregivers. Spa services are available to the general public.Appointments are required.Location: First floor, Weinberg AtriumHours: Monday – Friday, 9:00 am-5:00 pmPhone: 8-9154

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For Your SAFETY and COMFORT

{ Patient Quality and Safety is Our Top Priority }

Infection Prevention

Anyone can get an infection. You can helpus prevent them:• Ask family or friends not to visit if theydo not feel well, have an infection oreven if they have a runny nose.

• Ask your visitors to observe isolationsigns. Visitors must wear a mask andgown as instructed.

• Please ask a nurse to help visitors the firsttime they enter an isolation room.

• If someone does not come in with thecorrect coverings, please ask them toreturn with the right coverings.

• Proper hand washing is essential. Washyour hands. Don’t be afraid to ask us ifwe washed our hands.

• Everyone, including you and your visi-tors, MUST wash his or her hands whenentering 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 notsee them wash their hands. This includesyour doctor or nurse.

Medications

Do not take medications you bring fromhome unless your doctor or nurse tells youto do so. Please inform your doctor ornurse about everything you take at home,including over-the-counter drugs andherbal supplements.We are very careful about making sure

that you get the medicines intended foryou, but you can help make this even safer:

• Be sure that your nurse identifies you byasking your name and date of birthbefore giving you the medicine. Forpatients who are not able to speak, thenurse will check the patient’s armbandfor this information.

• Ask your nurse the name of the medicineand what it is for. Your nurse will tell youthis information before giving you themedicine, but if he or she does not, ASK.

• Ask to see the container of your medi-cine, if you wish.

• Ask if there are any side effects (like trou-ble breathing, rash or swelling) youshould be watching for so you can reportthem to your doctor and/or nurse.

Pain Management

Pain is a symptom experienced by manypatients with injuries and chronic illnessesand after surgery. You will receive assess-ment and prompt treatment of pain andother symptoms by:• Having your reports of pain and othersymptoms taken seriously.

• Receiving information about what maybe causing the symptoms.

• Having regular reassessments.• Having treatment adjustments if symp-toms have not been eased.

• Being referred to a pain or palliative carespecialist if symptoms persist.

• Working with the health care team toevaluate symptom management choices.

• Getting clear and prompt answers to questions.

• Having time to make decisions.Patients may also refuse a treatment in

an effort to ease pain.

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In the Orchard, Camille Pissarro

“If anything is sacred, the human body is sacred.”

— W A L T W H I T M A N

FINANCIAL Arrangements

Insurance

While you are at the Medical Center, astaff member may review your insurancecoverage. You may be asked for yourinsurance card, policy number, insurancecompany’s address and claim forms. The Medical Center will bill your insur-ance company directly for services that are covered.

Payment Methods

The Medical Center accepts cash, checks,VISA and MasterCard.

Understanding Your Bill

Your bill from the Medical Centerincludes tests and procedures ordered byyour doctor, room charges and nursing

care charges. You will get separate billsfrom the doctors who cared for you. If youhave any questions, call the number listedon the bill. If you have difficulty paying your bills,

the Medical Center provides health careservices to those in need regardless of a per-son’s ability to pay. An individual’s eligibili-ty to receive care without charge, at areduced charge, or to pay for their care overtime is determined on a case-by-case basis.If you do not have insurance, a staff mem-ber will help you set up a payment plan orassist you in applying for medical assis-tance. For more information or assistance,please call the Financial Office.Hours:Monday – Friday, 7:30 am-9:00 pm Phone: 410-821-4140

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Hospital DISCHARGE

Planning

When it is time to leave, your doctor willdischarge you. Your health care team willhelp you get ready to leave and give youand your loved ones instructions on at-home care. They will also help you makearrangements to get medicines, specialequipment or supplies. A case manager will help make the

arrangements if:• You must leave in an ambulance• You need to go to another hospital ornursing facility

• You need home health services to contin-ue your careIf you require additional care such as

rehabilitation or chronic care, the followingplaces are affiliated with the University ofMaryland Medical Center: • Kernan Hospital• University Specialty Hospital• Maryland General Hospital• Baltimore Washington Medical Center• Shore Health System (Memorial Hospitalat Easton and Dorchester General)

• Chester River Hospital • Mt. Washington Pediatric HospitalYour case manager will discuss discharge

plans and available options with you andyour loved ones. You may choose from anyof these options or select other providers. If you have any questions or need more

information, please call our CaseManagement Office.Phone: 8-6655

Outpatient Pharmacy

You can fill your prescriptions before youleave the Medical Center. The OutpatientPharmacy is on the first floor in theWeinberg Building. Phone: 8-5233Hours: Monday – Friday, 7:00 am-9:00 pmSaturday – Sunday, 9:00 am-4:00 pm Closed on major holidays

Understanding Your Medications

Before you leave the hospital, you need tounderstand your medications:• Ask about the name, dose and how oftenyou should be taking any medications,especially new ones. Ask if there are spe-cial instructions for taking them; forexample, with food. Ask if a new medi-cine may react with medicines you willbe taking at home, even over-the-counteror herbal medicines.

• Ask if there are any changes in the wayyou are to take medications you tookbefore coming into the hospital.

• Ask about medicines you were takingthat you do not see on your dischargemedication list. (Example: “I takePercocet for my back pain at home.Should I continue to take that? It is noton the list.” or “I take Centrum at home.Can I continue to take this vitamin?”)

• Ask what would happen if you do nottake the medicine your doctor ordered,and what to do if you miss a dose by accident.

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“What I love is near at hand, Always, in earth and air.”— T H E O D O R E R O E T H K E

Tahitian Woman, Paul Gauguin

Medical Records Access

The medical record is a confidential docu-ment and access is limited to the patientand authorized persons, according toMaryland law. You can get a copy of yourmedical record by completing and signingan authorization form, which is availableon the unit prior to discharge, or by visit-ing the Health Information ManagementDepartment at W1L401.Hours: Monday – Friday, 8:00 am-4:30 pm

Leaving the Medical Center

Your insurance will not cover your stayafter your discharge, so please be ready toleave by 11:00 am on the day your doctordischarges you. When you are ready to

leave and your transportation has arrived, anurse or other staff member will help youget your things ready and accompany youto the main lobby.

Patient Satisfaction

We care about the quality of your hospitalstay. After you leave, someone may contact you by phone or mail to ask aboutyour experience. Your comments will be confidential.

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Healthy LIVING Instructions

“To dream the

impossible dream,

To reach the

unreachable star!”

JOE DARION

Follow Up Instructions

When you leave the Medical Center, youmay be instructed to make a follow-upappointment with your doctor. It is impor-tant that you follow these instructions sothat your doctor can address any ongoingmedical problems.

Help To Stop Smoking

If you smoke, we strongly suggest that youstop smoking. The following are resourcesthat may help you and provide support asyou work towards being tobacco-free: • Help in your Community: 800-QUIT-NOW

• 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

{ Here are some good ways to take care of yourself and your health. }

Vaccinations

The Pneumococcal vaccine helps to pre-vent certain types of pneumonia. Youshould consider having the vaccine if youare 65 years of age or older unless youhave a previous allergic reaction. Ask yournurse or doctor about the vaccine. The flu vaccine lessens your risk of sea-

sonal flu. People who should be vaccinat-ed include: • Children 6 months to 18 years• Pregnant women• People aged 50 years and older• People with chronic medical conditions• Residents of nursing homes

Healthy Eating and Exercise Tips

• If your doctor has put you on a specialdiet, it is important to follow it. If youdo not understand the diet, ask for anutritionist to provide guidance.

• If you are not on a special diet, it isimportant to eat plenty of fruit, vegeta-bles, and grains, drink plenty of water,keep portions moderate and limit sweetand salty foods.

• Exercise is important at any age. Ask your doctor before starting any fitness program.

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Water Lilies, Claude Monet

“The way to gain a good reputation is to endeavor to bewhat you desire to appear.”— S O C R A T E S

2424

PATIENT Rights and Responsibilities

• have your pain assessed and to beinvolved in decisions about managingyour pain.

• know the names and professional titlesof your physicians and caregivers.

• be involved in your discharge plan. You can expect to be told in a timelymanner of the need for planning yourdischarge or transfer to another facilityor level of care. Before your discharge,you can expect to receive informationabout follow-up care that you may need.

• be free from restraint or seclusion, of any form, imposed by staff as a meansof coercion, discipline, convenience or retaliation. Restraint or seclusion mayonly be used to ensure the immediatephysical safety of you, staff or othersand must be discontinued at the earliestpossible time.

• know about professional and financial ties between institutions and people caring for you.

• request that your family or representa-tive of your choice and your own physician be notified of your admissionto the hospital.

• access protective and advocacy servicesin cases of abuse or neglect. The hospital will provide a list of protectiveand advocacy resources.

• pastoral and other spiritual services. Chaplains are available to help you directly or contact your clergy.

• confidential clinical and personal records.

AS A PATIENT, YOU HAVE A RIGHT TO:

• receive considerate, respectful and compassionate care regardless of your race, religion, color, national origin, sex,age, sexual orientation, disability, orsource 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 beforeany non-emergency procedure begins.

• be informed about outcomes of care, treatment and services provided,including unanticipated outcomes.

• refuse treatment to the extent permittedby law and to be informed of the possible consequences of the refusal.

• agree or refuse to take part in medical research studies. You may withdrawfrom a study at any time.

• participate or refuse to participate inrecording or filming for purposes other than identification, diagnosis or treatment.

• sign language or foreign language interpreter services. We will provide an interpreter as needed.

• formulate advance directives and havethem followed within the limits of thelaw and the organization’s capabilities.We can provide you with informationthat will help you complete an advance directive.

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• see your medical record within the lim-its of the law.

• an explanation if we restrict your visi-tors, mail or telephone calls.

• an explanation of hospital rules.

• an examination and explanation of yourbill, regardless of how it is paid.

• You and your family members have a right to discuss ethical issues with an ETHICS COMMITTEE representative. Call 443-562-5143.

• You have a right to voice your concerns about the care you receive. If you have concerns, we urge you to:

~ Tell your physician, nurse or caregiver about your concern.

~ If you believe further action needs tobe taken, talk to the manager.

~ You may also contact the PATIENT

ADVOCATE at 410-328-8777.

~ If your concerns are not addressed toyour satisfaction, call our PATIENT

SAFETY HOTLINE at 410-328-SAFE, or email 8SAFE@UMM.EDU

~ You may also call the MARYLAND

OFFICE OF HEALTHCARE QUALITY at 1-877-402-8218 or THE JOINT

COMMISSION at 1-800-994-6610

if you feel we have not adequatelyresponded to your concern.

AS A PATIENT, YOU ARE RESPONSIBLE FOR:

• providing the hospital with complete and accurate information whenrequired, including the following:

• your full name, address and home 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 yourtreatment plan.

• outcomes if you do not follow the care,treatment and services plan.

• reporting changes in your condition orsymptoms, including pain, to a memberof the health care team.

• acting in a considerate and cooperativemanner 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.

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INFORMED Consent and Advance DIRECTIVES

Advance directives, such as a durablepower of attorney for health care or a liv-ing will, will help your family, doctors andnurses know your wishes. If you have anadvance directive, please bring it with youor make certain your doctor has a copy. If you do not already have a writtenadvance directive, you may obtain one, oryou may discuss your wishes with yourdoctor and a witness, both of whom willthen document your wishes in your medical record.

Notice of Information on Privacy Practices

The University of Maryland MedicalCenter has a legal duty to protect yourhealth information. Your rights regardingthis protected information are outlined inour Notice of Information PrivacyPractices, a copy of which is given to youupon registration. The Medical Centermay use and disclose this protected infor-mation to continue your treatment, toreceive payment for services and for otherpurposes as described in the notice. If youhave any questions, please refer to theNotice of Information Privacy Practices orcontact a patient advocate.

Informed Consent

To help you understand your medicaltreatment, 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 decideagainst treatment

Your consent is needed before any treat-ment is initiated that may involve signifi-cant risk to you. Consent is not needed incertain emergencies where treatment can-not wait.

Advance Directives

Advance directives are instructions yougive about the care you want if youbecome unable to communicate. You maygive these instructions to your family,close friends, nurses or doctors. Writingdown your instructions is the best way to make sure everyone knows what you want.

If you have not talked with anyone aboutyour wishes, your doctor will discuss yourcare with your family or any guardianappointed for you, as permitted byMaryland law. They will make decisions if you cannot.

27

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.

My Care

Reminders

27

28

Bank/ATMs page 3

Bathing/Toiletries page 5

Beds page 5

Belongings page 6

Billings page 19

Birth Registration page 13

Call Signal page 5

Caring Bridge Webpage page 8

Case Management page 10

Center for Image Renewal page 17

Chapel page 3

Computers page 8

Concerns page 16

Discharge page 20, 21

Doctors page 9

Ethics Consultation Service page 12

Financial Arrangements page 19

Flowers and Balloons page 8

Food Services page 3

Foreign Languages page 17

Guidelines page 6

Gift Shop page 4

Health Care Team page 9

Hotels/Special Accommodations page 8

Identification Band page 5

Infection Prevention page 18

Informed Consent and

Advance Directives page 26

Insurance page 19

Interpreters page 17

Lost and Found page 4

Mail page 4

Map page 14-15

Meals page 6

Medical Records Access page 21

Medications page 18, 20

Newspapers page 4

Notice of Information

Privacy Practices page 26

Nurses page 9

Organ and Tissue Donation page 13

Pain Management page 18

Palliative/Supportive Care page 12

Pastoral Care Team page 17

Parking page 4

Patient Resource Center page 8

Patients Rights and Responsibilities page 24

Payment Methods page 19

Pharmacy page 20

Pharmacists page 9

Room Numbers page 3

Room Assignment page 5

Surgery Safety page 12

Shuttle Service page 4

Smoking page 6, 22

Social Workers page 10

Support Groups page 12

Telephones Inside front cover

Television page 6

Therapists page 10

Valuables page 6

Visitors page 7

Volunteers page 17

INDEX

Produced by the Office of Corporate Com

munications and Public Affairs 6/11 • 14.5M

Contributions A donation to the Tribute Program is a way to recognize memorable events.

It allows you to honor a loved one, friend, business associate or caregiver. It also can

be a birthday, anniversary or congratulatory present. A gift to the Tribute Program

honors the recipient and supports the important work of the Medical Center.

For information, call 8-5770.

22 South Greene Street • Baltimore, MD 21201

Main Number: 410-328-8667

Maryland Relay Service: 1-800-735-2258

Patient Information: 410-328-6971

Patient Referral: 1-800-492-5538

UMMS Foundation: 410-328-5770

Employment Services: 410-328-2757

The University of Maryland Medical Center is an equalopportunity employer and a proud supporter of an environment of diversity. The University of MarylandMedical Center is part of the private, nonprofit University of Maryland Medical System.

www.umm.edu