A Guide to Your Hospital Stay - UPMC.com
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
A Guide to Your Hospital Stay
Smoke-free
Environment
To protect our patients, visitors, and staff from A patient who smokes does so against our
the harmful effects of second-hand smoke, advice and assumes the risk for any problems
smoking is not permitted anywhere on UPMC as a result of smoking. For information about
property. All UPMC hospitals, facilities, and smoking and how to quit, access the patient
grounds, including parking lots, garages, and education materials on UPMC’s website at
other outdoor locations such as UPMC-owned UPMC.com/HealthLibrary or visit
sidewalks, are smoke-free. UPMC has no UPMC.com/Classes.
designated smoking areas. If you choose to
If you’re interested in “Becoming a Quitter” call
smoke, you cannot do so on the UPMC campus.
1-800-QUIT-NOW (1-800-784-8669) or visit
pa.quitlogix.org.
My Information
My room number
My phone number
Nursing unit phone numberLanguage Interpretation
You have access to interpretation services 24/7 at no personal cost to you.
This chart includes languages commonly spoken in our community. Additional languages are available.
1UPMC St. Margaret — TV Channel Listing
Updated January 2017
2 C-SPAN 35 PCNC
3 UPMC St. Margaret Welcome Channel * 36 CNBC
4 ION Television 37 TLC
5 Patient Education Channel 38 ABC Family
6 CBS – KDKA 39 Cartoon Network
7 FOX – WPGH 40 Disney Channel
8 ABC – WTAE 41 A&E
9 PBS – WQED 42 Lifetime
10 My Pittsburgh TV – WPMY 43 SPIKE TV
C.A.R.E. Channel 44 VH1
11 This program is made possible by The
St. Margaret Foundation 45 E!
12 NBC – WPXI 46 History
13 City Channel Pittsburgh 47 AMC
14 Music Channel – WLTJ (92.9 FM) 48 PCN
15 Pittsburgh’s CW – WPCW 49 Food Network
16 The Weather Channel 50 Animal Planet
17 Pain Management Education 51 HG TV
20 QVC 52 TNT
22 UPMC St. Margaret Chapel Channel 53 Turner Classic Movies
23 TBS 54 Comedy Central
24 MTV 55 FX
25 USA Network 56 BET
26 NICK 57 TV Land
27 ESPN 58 Travel Channel
28 ESPN 2 59 Esquire
29 ROOT Sports 60 Discovery
30 NBC Sports 61 Tru TV
31 Golf Channel 62 Hallmark Channel
32 CNN 63 EWTN
33 HLN 67 HSN
34 Fox News 99 Hospital Information Channel
* Your TV will turn on at channel 3.
2Patient Education TV Playlist
Start
Title Start Time Start Time
Time*
Nutrition: Healthy Eating for Life 6:00 a.m. 1:45 p.m. 9:30 p.m.
Exercise: Getting Active, Staying Active 6:15 a.m. 2:00 p.m. 9:45 p.m.
Managing Your Stress 6:30 a.m. 2:15 p.m. 10:00 p.m.
Recognizing Depression 6:50 a.m. 2:35 p.m. 10:20 p.m.
Carbohydrate Counting: Skills Into Practice 7:10 a.m. 2:55 p.m. 10:40 p.m.
What Is Diabetes: Type 2 7:35 a.m. 3:20 p.m. 11:05 p.m.
Taking Insulin 7:55 a.m. 3:40 p.m. 11:25 p.m.
Monitoring Your Blood Glucose 8:15 a.m. 4:00 p.m. 11:45 p.m.
Safe Sleep for Your Baby Right From the Start 8:40 a.m. 4:25 p.m. 12:10 a.m.
Preventing Shaken Baby Syndrome 8:55 a.m. 4:40 p.m. 12:25 a.m.
After a Stroke 9:10 a.m. 4:55 p.m. 12:40 a.m.
Smoking: Get Ready to Quit 9:30 a.m. 5:15 p.m. 1:00 a.m.
Pain Management: It's Your Right 9:50 a.m. 5:35 p.m. 1:20 a.m.
Coronary Angiography and Angioplasty 10:10 a.m. 5:55 p.m. 1:40 a.m.
Heart Surgery: Getting Ready to Leave 10:30 a.m. 6:15 p.m. 2:00 a.m.
the Hospital
Women and Heart Disease 10:50 a.m. 6:35 p.m. 2:20 a.m.
Atrial Fibrillation 11:20 a.m. 7:05 p.m. 2:50 a.m.
Heart Failure: Leaving the Hospital 11:35 a.m. 7:20 p.m. 3:05 a.m.
COPD: Take Control 11:45 a.m. 7:30 p.m. 3:15 a.m.
Patient Safety: Stay Safe While You Are in 12:00 p.m. 7:45 p.m. 3:30 a.m.
the Hospital
Advance Directive: Taking Control 12:20 p.m. 8:05 p.m. 3:50 a.m.
Anticoagulant Medication: Taking It Safely 12:40 p.m. 8:25 p.m. 4:10 a.m.
Pneumonia: Recovery and Prevention 1:00 p.m. 8:45 p.m. 4:30 a.m.
Ostomy Care at Home 1:15 p.m. 9:00 p.m. 4:45 a.m.
*Start times may vary by a couple of minutes. Thank you for your patience.
3Welcome Letter From Dave Patton, President Dear UPMC St. Margaret Patient: Welcome to UPMC St. Margaret, and thank you for choosing our hospital to provide your health care services. Our doctors and staff members are committed to making your stay as comfortable as possible. This resource guide is designed to acquaint you with the services available at UPMC St. Margaret. In 2014, UPMC St. Margaret was redesignated with ANCC Magnet Recognition® status, granted by the American Nurses Credentialing Center. Only 6% of hospitals nationwide have been granted Magnet® status, the highest international recognition for nursing excellence and leadership. UPMC St. Margaret is committed to a culture that provides quality care and services to our patients and families. Once you leave the hospital, you may receive a survey requesting you to rate your experience as a patient at UPMC St. Margaret. I would like to personally request your completion of this survey so that we may obtain your input about the services that we provided to you. Please be assured that we review each individual survey that is completed. Your comments are very important to us, as our goal is to provide you and your family with the best care possible. In addition, your feedback assists us in distinguishing services that met your expectations and identifying those that may need improvement. Customer service is, and will continue to be, among our top priorities. I have asked our staff to work with you and your family as active partners in your care to make your hospital stay as comfortable as possible. If you have any questions about your medical care during your admission, please feel free to discuss your concerns with your nurse or doctor. If there is anything we can do to make your stay more comfortable, please do not hesitate to contact Patient Relations at 412-784-7052. We are proud of our staff and the services that we offer. Our goal is to provide the highest-quality patient care services. On behalf of all of the staff at UPMC St. Margaret, we wish you and your family the best of health. Sincerely, David J. Patton President 4
Table of Contents Condition Help....................................................11
Safety......................................................................11
Smoke-free Environment............Inside Cover Patient Personal Property.................................11
Language Interpretation.................................... 1 Lost and Found...................................................12
TV Channel Listing............................................. 2 Electrical Appliances........................................12
Patient Education Playlist................................. 3 Express Registration.........................................12
Welcome Letter From Gift Shop..............................................................12
Dave Patton, President...................................... 4
Spiritual Care......................................................13
Table of Contents.........................5 Home Care Services.........................................13
For More Information........................................ 5 Radiology Services............................................13
Rehab Services.................................................. 14
Important Information for
Blood Replenishment Program..................... 14
Your Stay........................................6 A Teaching Hospital......................................... 14
Caregivers You Will Meet................................ 6 St. Margaret Foundation.................................15
Medicine Safety.................................................. 7
Tips for Your Health
Hearing Assistance............................................ 7
and Wellness............................... 16
Language Interpretation Services.................. 7
Accessibility......................................................... 7 For More Information.......................................16
Service Animals.................................................. 7 Patient Rights and
Meals...................................................................... 8 Responsibilities.......................... 17
Library.................................................................... 8
Patient Rights......................................................17
Garden................................................................... 8
Patient Responsibilities....................................19
Mail......................................................................... 8
Housekeeping/Environmental Services..... 8 Non-discrimination in Patient Care.............21
E-Cards.................................................................. 8 UPMC No Weapons Policy............................21
Nurse Call System.............................................. 9 Notary Services..................................................21
Medical Records................................................. 9 Complaints, Concerns
Patient Relations................................................. 9 and Questions............................ 22
Patient Rooms/Environment.......................... 9
Telephone and TV Service............................... 9 Questions and Notes................ 23
C.A.R.E. Channel................................................. 9
Volunteer Services............................................. 9
Visiting Information........................................... 9
For More Information
Concierge Services........................................... 10 If you have any questions about our services,
Accommodations............................................. 10 please call the operator at 412-784-4000 and
Parking................................................................. 10 they will make sure you are connected with
the right person or department.
Banking..................................................................11
5Important Information Medical students are third- and fourth-year
medical school students who observe your
for Your Stay progress, but do not contribute to your care.
Caregivers You Will Meet Nursing students from the professional nursing
During your stay at UPMC St. Margaret, you program provide nursing care to patients under
will receive care from many staff members. the supervision of their instructors and with
The following is a list of health care staff who nursing staff.
may assist in your care:
Patient care technicians and nursing
Attending doctors direct your care and assistants help the nursing staff in providing
oversee resident doctors and medical students. for your daily needs.
Certified registered nurse anesthetists Pharmacists work with doctors and nurses to
(CRNAs) are advanced practice nurses that are help develop and monitor drug therapies.
part of a comprehensive team of professionals
providing safe, quality anesthesia for patients Pharmacy residents have earned a PharmD
needing surgery or specialty procedures. degree and are doing postgraduate studies for
advanced training.
Diabetes educators are available to assist you
in managing your diabetes. Pharmacy students are in training under direct
supervision of their instructors. The students
Health unit coordinators serve as the patient are on-site to learn the specialty of hospital
unit receptionists, answer telephones, and pharmacy practice.
update patient information.
Phlebotomists may visit very early in the
Hospitalists are doctors who have chosen to morning to draw blood for testing while you
practice inside the hospital with a focus on are fasting (not eating for a period of time).
inpatient care. Hospitalists care for
hospitalized patients on a daily basis. Your Physical and occupational therapists help
hospitalist will maintain and uphold patients regain control, strength, and
communication with your primary care doctor coordination to increase their ability to
(PCP), keeping him or her up to date about perform activities.
your care while you’re in the hospital. When Primary care coordinators work with other
you leave the hospital you should follow up by health care team members to expedite care
making an appointment with your PCP. and make sure that transitions for aftercare
Intensivists are doctors who specialize in are smooth and appropriate.
treating critically ill patients, usually in an Radiology technologists take x-rays of the
intensive care unit (ICU) or step-down unit. body for use in diagnosing medical problems.
Licensed practical nurses (LPNs) assist Some specialize in diagnostic imaging
patients under the supervision of technologies, such as CT, MRI, ultrasound, and
registered nurses. nuclear medicine.
Medical social workers assist patients and Registered dietitians provide
their families with personal problems brought recommendations to doctors about special
on by illness and hospitalization. diets for patients.
6Registered nurses (RNs) plan, direct, and For more information, visit the Disabilities
supervise the delivery of nursing care and Resource Center’s website at
work closely with your doctor to help with UPMC.com/DRC.
your care.
Language Interpretation Services
Resident doctors have earned a medical Language interpretation services are available
degree and are doing postgraduate studies in a to patients and their families at no cost. For
medical specialty. They contribute to information, contact your nurse.
your care.
Accessibility
Respiratory therapists provide breathing UPMC St. Margaret ensures that health care is
treatments, exercises, and techniques. accessible to people with disabilities, including
Speech pathologists help patients improve those with mobility disabilities, hearing loss,
speech, language, and swallowing skills. vision loss, speech impairments, and
intellectual/cognitive disabilities. Available
Unit directors are nurses who manage the resources include:
daily operation of the patient care unit and its • Accessible parking and valet services
nursing staff.
• Accessible patient rooms and call bells
Medicine Safety • Key documents in alternative formats
Do not take any medicines that you brought to • Communication boards
the hospital from home unless your doctor or • Magnifiers and low vision writing templates
nurse tells you it is okay. You should give your
• Hydraulic patient lifts and transfer boards
personal supply of medicines to someone
to take home for you. If that is not possible, Other services are available to enhance the
please notify your nurse. patient experience and provide access to our
excellent health care services.
Hearing Assistance For more information, visit the Disabilities
To meet the special needs of patients and Resource Center’s website at UPMC.com/DRC.
visitors who are hearing impaired or deaf,
we offer: Service Animals
Service animals are welcome in all public areas
• Printed educational materials
within UPMC facilities, and your room.
• Closed-caption television Animals must be housebroken and under the
• In-person sign language interpreters control of their owner. If the owner is unable to
• Video remote interpreting (VRI) and video care for the animal during their stay or visit, an
relay service (VRS) alternative person must be designated to do
• Sound signalers and personal amplifiers so. UPMC staff are not required to care for
service animals. For more information about
• Amplified telephones and portable
telecommunications device for the service animals, visit the Disabilities Resource
deaf (TDD) Center’s website at UPMC.com/DRC.
To obtain any of the aids listed above, ask the
nursing staff on your patient unit. To obtain
hearing and deaf interpreting services, contact
Patient Relations at 412-784-7052.
7Meals Phone chargers, iPads, DVD, and CD players
Dietary Services are available for daily use. DVDs, CDs, and
Food and Nutritional Services strives to provide audiobooks are also available for your
you with the highest-quality food service during entertainment. Research assistance is
your stay. To make sure that your nutritional available on health-related topics. For more
needs and food preferences are met, a host or information, call 412-784-4022.
hostess with help you with menu planning on a Garden
daily basis. Featured entrées based upon your The Helen and Miles Colwell Garden of Hope,
diet order will be offered to you at each meal. In located in the Neil Y. Van Horn Pavilion, is a
addition, the hospital offers a gourmet menu at peaceful sanctuary with a waterfall, outdoor
a charge of $13* (tax included); guest breakfast tables and chairs, and a swing. From spring
trays at $4 (tax included); and lunch or dinner through fall, beautiful plants and flowers can
trays at $7 (tax included). Call 412-784-4135 be enjoyed. The garden door is open Monday
for assistance. through Friday from 6 a.m. to 9 p.m., Saturday
Cafeteria from 7 a.m. to 3 p.m., and Sunday from 9 a.m. to
The Café at UPMC St. Margaret is located on 4 p.m. Smoking is not permitted in the garden.
the 1st floor and is open for breakfast from Mail
6 to 10:30 a.m. (6 to 10 a.m. on weekends), Mail is delivered each day. Mail sent to patients
lunch from 11 a.m. to 2:30 p.m. (11 a.m. to at the hospital should be addressed as follows:
1:30 p.m. on weekends), and dinner from
4 to 6 p.m. For your convenience, the cafeteria Patient’s full name
also is open between meal times for soups, Patient’s room number
salads, sandwiches, snacks, desserts, and UPMC St. Margaret
refreshments and accepts Visa, MasterCard, 815 Freeport Road
and Discover. The deli is open weekdays from Pittsburgh, PA 15215
11 a.m. to 2:30 p.m. The grill closes at 1:30 p.m.
on weekdays and is closed on weekends. Housekeeping/Environmental
Services
Vending Machines The goal at UPMC St. Margaret is to make
Vending machines are available 24 hours a day sure that the hospital is kept clean at all times.
and are located just past the cafeteria entrance. If you have any special requests, or if you need
to contact Housekeeping, call 412-784-4157
Library from an in-house phone for assistance.
The Martha Mack Lewis Foundation Library
and Health Resource Center is located on the E-Cards
2nd floor of the hospital, near Entrance A. If you can’t visit your loved one in the hospital,
It is open on Monday through Friday from you can still show you care. Just send an
6:30 a.m. to 7 p.m., Saturday from 10 a.m. to E-Card. It’s easy to do and free. An E-Card is
3 p.m., and Sunday from noon to 4 p.m. an electronic greeting card that you can
Patients and families may request health- personalize for your loved one who is staying
related research, use computer and Internet at a UPMC hospital. To get started, log on to
resources, and obtain recreational reading ecards.upmc.com. Once you create an E-Card,
materials, including books and magazines. a staff member will print it out in color and
8 *Prices throughout subject to change at any time.hand-deliver it to your loved one’s room at no Telephone and TV Service
cost to you. In an effort to make your hospital stay as
comfortable as possible, UPMC St. Margaret
Nurse Call System provides free cable TV and local telephone
The Nurse Call system is a push button system service in every patient room. A channel listing
activated by the patient which sends the call can be found on Channel 3 on your TV set.
to your caregiver on your unit. If you have a
request or need assistance, press the call To make a phone call, press 9 + area code
button located on your bed side control to (412 or 724) + number. For all other calls, dial
notify your caregiver. 9 + 1 + area code + number. If you need help
placing a call, please ask your caregiver, or dial
Medical Records “0” and ask the hospital operator to place the
If you need copies of your medical records, call call for you.
the Health Information Management
Corporate Office at 412-802-0100. They will C.A.R.E. Channel
send you an authorization form to complete The C.A.R.E. (Continuous Ambient Relaxation
and return. Also, you may obtain a form from Environment) channel is a therapeutic tool
our Health Information Management that reduces anxiety, alleviates pain, assists
Department located on the 1st floor. The hours with sleep and restfulness, and minimizes the
of operation are Monday through Friday, from harmful effects of noise. It features original
8:30 a.m. to 4 p.m. Or, you can go to instrumental music. Daytime programming
UPMC.com and search “Medical Records”. features nature imagery. Overnight
programming features a star-filled night sky
Patient Relations supporting sleep. The C.A.R.E. Channel may be
A Patient Relations representative is available viewed on channel 11 on your television. It is
to assist any patient or family member should made possible by the St. Margaret Foundation.
they have a concern about your care or need
assistance. If you have any questions about Volunteer Services
the information in this handbook, contact your Volunteers are important members of the
nurse or call Patient Relations at UPMC St. Margaret team. Whether for a few
412-784-7052. hours or a whole day, adult and teenage
volunteers are needed in many areas. Join the
Patient Rooms/Environment volunteer team, and make some new friends
Every patient room at UPMC St. Margaret is along the way. Call 412-784-4081.
private and individually temperature-
controlled for the comfort of our patients. Visiting Information
There is a thermostat located at the doorway UPMC St. Margaret allows patients to have
of each patient room, which can be adjusted to visitors during the course of their stay to
meet each individual patient’s need. Feel free provide emotional support. All patients (or
to ask for assistance to make sure that your their representatives where appropriate) have
room temperature is comfortable at all times. the right to receive visitors they choose, either
spoken or in writing, including, but not limited
to, a spouse, a domestic partner (including a
same-sex domestic partner), another family
member, or a friend.
9Visitor privileges will not be restricted, limited, • If a minor(s) accompanies a visitor, the
or denied on the basis of age, culture, minor(s) must be escorted and supervised
language, race, color, national origin, religion, by a responsible adult (not including
sex, sexual orientation, gender identity or the patient) during the visitation, due
expression of gender, socioeconomic status, or to inherent risks to the minor(s), other
disability. All visitors designated by a patient patients, and/or Associates.
(or patient representative, where appropriate) Visiting Hours
will enjoy visitation privileges that are no more After 9 p.m., visitors must enter through the
restrictive than those enjoyed by immediate Emergency Department and get a visitor’s
family members. badge. Any visitor who remains in the hospital
after 9 p.m. must get a visitor’s badge. When
Patients (or their representatives, where
visiting patients in the Intensive Care Unit
appropriate) also have the right to withdraw or
(ICU) please go directly to the ICU waiting
deny consent for visitation at any time, either
room and use the phone provided to call the
spoken or in writing.
nurse’s station before entering the ICU.
If the patient is not able, UPMC St. Margaret
will follow its visitation policy to establish Concierge Services
support person status. Patients and visitors may request the following
Concierge Services by calling 412-784-7300.
UPMC St. Margaret may impose reasonable Hours are Monday through Friday, from 7 a.m.
clinically necessary restrictions or limitations to 3:30 p.m.
on visitation based on the following: • Nonprescription • Notary public
• Any court order limiting or reading glasses for hospital-
restraining contact. • DVD players related services
• Behavior presenting a direct risk or threat and DVDs • Books and
to the patient, hospital staff, or others in • Directions to magazines
the immediate environment, including various locations • iPads
threatening or violent behavior.
• Local places to stay • Word puzzles,
• Behavior disruptive of the functioning of the Sudoku
patient care unit. • Fax machine access
• Visitation may interfere with the care • Stamps and flowers
of other patients and/or reasonable (at the Gift Shop)
limitations on the number of visitors at Accommodations
any one time (clinical rationale includes A number of hotels are located near UPMC
patient confidentiality, frequent care St. Margaret. For a complete listing, please
needs of patients, and the risk of increased contact the Information Desk at 412-784-4780
stimulation adversely affecting some
or visit UPMCStMargaret.com.
patients).
• Patient’s risk of infection by the visitor. Parking
• Visitor’s risk of infection by the patient. Parking for UPMC St. Margaret patients and
• Extraordinary protections because of a
visitors is available for a daily flat rate of $4.
pandemic or infectious disease outbreak. Parking tickets must be paid at a pay station
before returning to your vehicle and in order to
• Patient’s need and/or request for
privacy or rest. exit the parking lots. Pay stations are located in
the hospital lobbies at Entrances A, B, and C,
10and in the lobbies of the 100 and 200 Medical To activate Condition Help, dial 412-784-7070
Arts buildings. If you have any questions, from any phone in the facility.
contact Facility Services at 412-784-4738,
or call Security at 412-784-4159. Why does UPMC have Condition Help?
UPMC is a forerunner among hospitals in the
Valet Parking United States for the use of rapid-response
Valet parking is available at Entrance C, Monday teams to address urgent patient concerns.
through Friday, from 8 a.m. to 4 p.m. at a cost of We began using Condition Help to empower
$2 in addition to the daily parking fee. patients and their visitors to help prevent
medical errors and breakdowns in
One-day Parking Pass communication regarding patient care.
A one-day parking pass is available to patients
and visitors. These passes allow patients and What happens after Condition Help is called?
visitors the opportunity to pay a flat rate of $4 Every Condition Help call brings a rapid-
for multiple hospital visits during a 24-hour response team immediately to the patient’s
period. Patients and visitors should pay for bedside and includes a follow-up meeting the
parking at any parking station and then take next day, which serves as a learning experience
their paid ticket to the main Entrance B desk for the staff. Condition Help is nonpunitive;
(near the elevators) to exchange it for a one- staff members will not get in trouble if a patient
day pass. The 24-hour period begins when the calls a Condition Help. The goal is to use
pass is initially used at the exit gate. patients and their family members as an
integral part of the care team.
Banking
For your convenience, ATMs are located in the Safety
Entrance B lobby (2nd floor) and in the cafeteria It is important for all patients and visitors to be
vending room (1st floor). safety-conscious while in the hospital. Please
do as staff members ask regarding hospital
Condition Help policies and procedures to ensure your safety.
Condition Help is a patient safety hot line that Please ask your visitors to follow these rules
patients and families can call when there is a and regulations as well. For your safety, all
change in the patient’s condition and the patient patient rooms are protected by a smoke
or family is unable to get the attention of a detector and fire door.
health care provider. When hospital operators
receive a Condition Help call, a rapid-response Security
team is activated to address the Security staff is available at the hospital 24
patient’s concern. hours a day should you need assistance. You
can reach Security by dialing “0.”
The Condition Help program provides a hot line
for hospital patients and their family members Security Escort Service
to call when there is: Upon request, UPMC St. Margaret Security
• An emergency when patients or loved ones staff provide evening security escort service
can’t get the attention of hospital staff
from the hospital to your vehicle. To request an
• A communications breakdown in how escort, dial “0” from an in-house phone.
care is given
• Uncertainty over what needs to be done
11Patient Personal Property • Date of birth, Social Security number,
Please leave valuables, such as jewelry, cash, telephone number, and expected date
wallets, and sentimental items at home, or of service.
send valuables home with a family member • Your insurance information, including
upon admission. If you have items that need to the name and address of your insurance
be locked in the hospital safe, ask staff for provider. If applicable, also have your
assistance. UPMC is not responsible for any accident information ready.
patient valuables or other personal property When you arrive for lab testing:
brought to the hospital. • Enter the hospital at Entrance A. Proceed
to Express Lab Registration, which is
Lost and Found located past the entrance to the Neil Y. Van
To ask about a lost or found item, call Facility Horn Pavilion.
Services at 412-784-4738, Monday through
• Remember to bring your insurance cards
Friday, from 6:30 a.m. to 3 p.m. If you call after with you, and your prescription or testing
hours, leave your name and phone number so order for lab testing from your doctor.
you can be called on the next business day.
Outpatient testing hours:
Electrical Appliances • Monday through Friday from 6 a.m. to 6 p.m.
Electrical appliances are not permitted to be • Saturday from 7 a.m. to 3 p.m.
brought or used within the hospital, unless they
• Sunday is closed
are inspected and approved by Facility Services.
There are restrictions on the types of Express lab appointment hours:
appliances that may be brought into the • Monday through Friday from 6:20 a.m. to 6 p.m.
hospital. If you need to bring an electrical
appliance to the hospital during your
Gift Shop
The Gift Shop is located on the 2nd floor near
admission, contact Facility Services at
the Entrance B lobby and is open Monday
412-784-4738, or ask your nurse for assistance.
through Friday from 8:30 a.m. to 8 p.m.;
Express Registration Saturday and Sunday from 10 a.m. to 6 p.m.;
Express Registration is available for those and holidays from 10 a.m. to 2 p.m. The Gift
patients who want the convenience of Shop carries a variety of cards, stamps, gifts,
registering in advance for their laboratory magazines, lottery, newspapers and other
testing, nutrition counseling, and diabetes personal items. For more information, call
education. Call for Express Lab Registration at 412-784-4683.
1-866-334-LABS (5227) Monday through
Friday, from 7 a.m. to 5 p.m. to schedule an
appointment. All appointments must be made
at least 24 hours in advance.
When you call, please have the following
available:
• Name and date of your scheduled testing
and diagnosis.
• The name of your ordering doctor.
12Spiritual Care Home Care Services
Spiritual care is an important aspect of the If you need health care services or equipment
healing process. UPMC St. Margaret provides at home, you may obtain them from the
the following resources for patients, families, supplier of your choice. UPMC HomeCare is a
and staff: supplier that can arrange in-home services
• The hospital’s chaplain visits every with your doctor’s guidance to suit your
Wednesday and Sunday and is on call 24 special needs. UPMC HomeCare offers home
hours a day. You can reach the chaplain by nursing care, private duty nursing, and health
dialing “0” from an in-house phone. aide services; ortho/rehab, speech, and
• The Chapel is located on the hospital’s occupational therapy; behavioral health
2nd floor, near Entrance B. It is open for all therapy; respiratory and IV therapy; and home
people at all times. medical equipment.
• An ecumenical service is held in the Chapel UPMC HomeCare services are available in
on the 2nd Wednesday of the month, Allegheny County and most of western
September through May, at noon. Patients,
Pennsylvania. Call toll-free 1-888-860-CARE
families, and staff are invited to attend.
(2273) for more information.
• Special services are held in the Chapel
throughout the year. Those services may be Radiology Services
viewed, when available, on Channel 22. If you have radiology testing needs after you
• Bibles, rosaries, and ecumenical prayer leave the hospital, UPMC St. Margaret and
booklets for patients and visitors can be UPMC Natrona Heights offer a wide range of
obtained at any time in the Chapel, or by radiology services, expert radiologists, and
dialing “0” from any hospital phone to advanced imaging equipment. Services offered
reach the concierge Monday through Friday include bone density scanning, CT, x-ray,
from 8 a.m. to 4 p.m. These items are gifts mammography, MRI, nuclear medicine, PET,
to our patients and visitors; they may be PET-CT, ultrasound, fluoroscopy, and
taken home. Shabbat candles and Hanukkah
interventional/vascular radiology. Images can
menorahs also are available for patients.
be viewed remotely across the UPMC
• Eucharistic ministers make rounds to patient network. For more information or to schedule
rooms daily to offer Holy Eucharist to an exam, call 1-866-331-9800.
Catholic patients. Patients should dial “0” to
request Communion.
To respect the privacy of patients, the hospital
does not notify churches of admissions.
Patients and families should make
arrangements for visits from their own clergy,
unless they specifically request that a staff
member make the contact.
Eternal Word Television Network (EWTN) is
available. Please see the channel listing.
13Rehab Services donor, please ask your doctor. You also may
As part of the UPMC rehabilitation network, call the Center for Organ Recovery and
UPMC St. Margaret offers inpatient Education (CORE) at 1-800-DONORS-7
rehabilitation services. Inpatient rehabilitation (366-6777).
services are initiated with a referral from your
doctor and are available to patients on both A Teaching Hospital
the acute care units of the hospital and UPMC St. Margaret is an accredited teaching
the inpatient Rehabilitation Unit (Unit 4A). hospital. This means that you will see not only
For more information about inpatient your own doctor and health care team, but
rehabilitation services, call: possibly residents, medical students, and
other students at various stages of learning.
• Physical Therapy: 412-784-4050
Research has shown that teaching hospitals
• Occupational Therapy: 412-784-4050 provide a higher quality of care, reduced
• Speech Therapy: 412-784-4026 lengths of stay, and thoughtful attention to
For more information about outpatient details of the patient’s care.
rehabilitation services, please call Residents have graduated from medical
UPMC Centers for Rehab Services (CRS) school, and most residents at UPMC
at 1-888-723-4277. St. Margaret are training in family medicine,
orthopaedics, or general surgery. Residents
Blood Replenishment Program
serve an important role for you and your
In conjunction with the Central Blood Bank of
doctor. They are available 24 hours a day to
Pittsburgh, this program ensures an adequate
help when you need assistance. They also help
blood supply for patients receiving
to coordinate your care and to gather data
transfusions. To schedule an appointment,
from various tests. They do not replace the
call the Central Blood Bank at 412-209-7000.
guidance or treatments of your attending
Request for Organ Donation doctor or health care team.
Recognizing our mission to help patients, Students you may meet during your stay can
UPMC hospitals, including UPMC include medical, nursing, or pharmacy
St. Margaret, are part of a national effort to students. Through them, you can obtain
increase awareness of the need for organ and necessary information and help during your
tissue donations. To aid this awareness, staff hospital stay. All residents and students have
members will ask our patients if they would been carefully screened to make sure they
be willing to serve as organ or tissue donors. have appropriate credentials. Any information
Their response will be noted. As health care given to residents and students is held in
professionals, we can help you get answers to complete confidence; your case is discussed
your questions about organ and tissue only with members of your health care team.
donation, so you can make an informed
decision. Each day, thousands of people await Residents and students act on your behalf,
the chance for renewed health through organ and with the approval of you and your doctor,
and tissue transplants. Their chance for health can help your family gain information about
depends on others who generously agree to your hospital stay. The residents and students
donate organs and tissue. If you have at UPMC St. Margaret appreciate the
questions about becoming an organ or tissue opportunity to assist you during your hospital
stay, and look forward to your speedy recovery.
14St. Margaret Foundation
The mission of the St. Margaret Foundation
is to be a valued source of support for UPMC
St. Margaret and the health and wellness of
the communities it serves. The St. Margaret
Foundation is a 501(c)(3) organization that
is further classified as a public charity under
section 509(a)(1) of the Internal Revenue
Code. The foundation is independent of
UPMC, supporting projects that are chosen
by the board of directors.
The foundation provides support in a number
of areas. The Bed Fund bridges the gap
between a patient’s health care needs and his
or her ability to pay. The Employee Emergency
Fund provides assistance to UPMC
St. Margaret employees faced with financial
hardships in times of distress. The Family
Health Centers Fund provides support for
immunizations, medicine, and other needs of
children and adults at UPMC St. Margaret’s
three Family Health Centers. The Foundation
has two events each year: a 5K Run/Walk in
May, and the Employee Craft Show and Lights
of Hope program in November.
Families of our patients and community
members often make donations in honor or in
memory of a loved one or caregiver as a way
of recognizing someone special. Additionally,
families also have the option of designating
gifts to the St. Margaret Foundation through
a loved one’s obituary, in order to leave
a lasting legacy. If you would like more
information on memorial donations and how
they can help make a difference in our
community and for our patients, call
412-784-4144.
The St. Margaret Foundation is located in Suite
100, 12 Medical Arts Building. To learn more
about the Foundation, call 412-784-4215 or
visit StMargaretFoundation.org.
15Tips for Your Health Our staff also has responsibility to prevent
infections, and they may wear gloves, gowns,
and Wellness masks, or eye protection while caring for you.
While you are in the hospital, here are some • Prevent falls. There are many reasons people
tips for your health and wellness that may feel unsteady when getting out of bed or
be helpful: walking by themselves. This includes being
on pain medicine, having surgery, or being
• Talk to your health care team. Always feel in bed for a long time. If you think you need
free to ask questions or have something help, ask before getting up to walk. We are
explained if you don’t understand. Patients here to help you.
and family members are important
members of the health care team. Feel free • Stay active. An important part of recovery
to take notes and include your family to help is to get out of bed and move. Your care
you make important decisions. team wants you to get back to your usual
activity level as soon as possible. They will
• Know your medicines. Before you leave the encourage you to:
hospital, ask someone to teach you about
>> Sit in a chair for meals.
your medicines. This includes the name of
the medicine, the reason you need to take >> Walk to the bathroom.
them, and possible side effects. >> Walk in the hallway 3 times a day.
• Pain control. We want you to be as Please check with your nurse to see if it is safe
comfortable as possible. As soon as you to get out of bed on your own without help
start to feel pain, let one of our staff know so
from a care team or family member.
we can help you. If you get pain relief before
the pain becomes bad, it takes less medicine If you have other educational needs about your
to make you feel better. health condition, please ask your nurse or
• Prevent infections. Wash your hands often. other health care provider.
The most important step to prevent the
spread of germs and infections is hand
washing. Here are the recommended steps
using soap and water:
>> Wet your hands and wrists with
warm water.
For More Information
Please visit UPMC.com for a full health
>> Use soap to work up a good lather and rub
library of education materials to support
hard for 15 seconds or longer. your health and wellness. Go to
>> Rinse your hands well, and then dry them. UPMC.com/HealthLibrary from your
>> Use a clean paper towel to turn off mobile device or home computer.
the water.
16Patient Rights and >> Informed in language or terms you
can understand.
Responsibilities >> Fully informed about your health
Effective February 2016 status, diagnosis, and prognosis,
including information about alternative
Patient Rights treatments and possible complications.
At UPMC, service to our patients and their When it is not medically advisable to
families or representatives is our top priority. give this information to you, it will be
We are committed to making the hospital stay given to your representative or other
or outpatient service as pleasant as possible. appropriate person.
>> Involved in care planning and treatment.
We have adopted the following Patient Bill of
Rights to protect the interests and promote the >> Informed about the outcomes of care,
well-being of those we serve. treatment, or services that you need in
order to participate in current and future
If our patient is a child, then the child’s parent, health care decisions.
guardian, or other legally authorized >> Able to have your representative act
responsible person may exercise the child’s on your behalf when necessary or
rights on his or her behalf. Similarly, if the desired by you.
patient is declared incapacitated, cannot
>> Informed by your physician and
understand a proposed treatment or making your decision if you will give or
procedure, or cannot communicate his or her withhold your informed consent before
wishes about treatment, then the patient’s your physician starts any procedure
guardian, next of kin, or other legally or treatment with you, unless it is an
authorized responsible person may exercise emergency.
the patient’s rights on his or her behalf. >> Able to make an advance directive and to
The following rights are intended to serve the have facility clinical staff and practitioners
patient, his or her family and/or comply with these directives during
your care.
representatives or legal guardian, and we will
>> Assured that a family member or a
promote and protect these rights with respect
to applicable UPMC policy, law, and regulation. representative and your physician are
notified as promptly as possible if you are
As an individual receiving service at UPMC admitted to a hospital unless you request
you have a right to be informed of your rights that this is not done.
at the earliest possible moment in the course >> Able to request treatment. This does not
of your care, treatment, or service and to mean that you can demand treatment or
exercise your rights as our partner in care. services that are medically unnecessary or
inappropriate.
For your plan of care, you have a right: >> Able to refuse any drugs, treatments, or
• To participate in the development procedures offered by the facility, to the
and implementation of your plan of extent permitted by law, and a physician
care, including pain management and shall inform you of medical consequences
discharge planning. of this refusal.
• To make informed decision regarding your
care, treatment, or services, by being.
17For your privacy, respect, dignity, and Regarding your personal health information,
comfort, you have a right: you have the right to appropriate
• To personal privacy, including: management of your personal health
>> During personal hygiene activities, information as set forth in our Notice of
treatments, or examinations. Privacy Practices.
• Provides you or your designee, upon request,
>> Sharing your personal information only
access to all information contained in your
with your consent unless otherwise medical records, unless access is specifically
permitted or required by law. restricted by the attending physician for
>> Deciding if you want or do not want medical reasons.
involvement of your family in your care.
Regarding research and donor programs,
>> During clinical discussions between you
you (or your legally responsible party if you
and your treatment team members. are unable) have a right to be advised when
• To choose who you would like to have as a physician is considering you as a part of
a visitor. a medical care research program or donor
• To give or withhold consent for the facility program.
to produce or use recordings, films, or other You must give informed consent before actual
images of you for purposes other than participation in such a program and may
your care. refuse to continue in such program to which
you previously gave informed consent.
Regarding our staff and environment, you
have a right: A decision to withdraw your consent for
• To receive respectful care given by participation in a research study will have no
competent personnel in a setting that: effect on your current or future medical care
>> Is safe and promotes your dignity, positive
at a UPMC hospital or affiliated health care
self-image, and comfort. provider or your current or future relationship
with a health care insurance provider.
>> Accommodates religious and other
spiritual services. Regarding other health care services, you
>> Is free from all forms of abuse, exploitation have a right:
or harassment, or neglect. • To emergency procedures to be
>> Will assure that you will be free from implemented without unnecessary delay.
restraint or seclusion, of any form, • To appropriate assessment and
imposed as a means of coercion, discipline, management of pain.
convenience, or retaliation by staff. • To be transferred (when medically
>> Provides services without discrimination permissible) to another facility after you or
based upon race, color, age, ethnicity, your representative have received complete
ancestry, religion, sex, genetics, sexual information and an explanation concerning
orientation, gender identity, national the needs for and alternatives to such
origin, source of payment, or marital, transfer. The institution to which you are to
familial, veteran, or disability status. be transferred must accept you for transfer.
>> Gives you, upon request, the names and • To be assisted in obtaining consultation
information as to the function of your with another physician at your request and
attending physician, all other physicians own expense.
directly participating in your care, and of
other health care personnel, having direct
contact with you.
18Regarding quality, support, and advocacy, conditions that might cause you to require
you have the right: different treatment or additional help, such
• To be informed of how to make a complaint as allergies or a healing problem.
or grievance.
2. Participate in your treatment and services.
• To quality care and high professional Cooperate with our staff. Ask questions if
standards that continually are maintained you do not understand directions or
and reviewed. procedures. You are responsible for your
• To have the facility implement good actions if you refuse treatments or don’t
management techniques that consider the follow treatment directions. You will achieve
effective use of your time and avoid your the best outcome if you work together with
personal discomfort. your treatment team to develop a care plan
for your time in the hospital, after you leave,
• To know which facility rules and regulations or during your outpatient services.
apply to your conduct as well as to the
conduct of family and visitors. 3. Communicate with our staff. Let your team
members know about any changes in your
• To access to an interpreter on a
symptoms or conditions. If you already have
reasonable basis.
an advance directive, durable power of
• To access to an individual or agency that is attorney (POA), Living Will, or organ/tissue
authorized to act on your behalf to assert or donation, please provide us with a copy. We
protect your rights. encourage you to ask questions and to be an
• To examine and receive a detailed active member of your care team. Please be
explanation of your bill. sure your doctor knows what side or site of
your body will be treated or operated on
• To full information and counseling on the before any procedure. We encourage you to
availability of known financial resources for insist staff cleanse their hands before
your healthcare. treating you. Please ask our staff to identify
• To expect that the facility will provide themselves before treating you, and remind
you information about your continuing them to check your identification before
healthcare needs at the time of your treatments or medicines given. Let our staff
discharge and the means for meeting know if you have any questions or problems
those needs. or if anything upsets or concerns you.
Contact your service location director or the
Patient Responsibilities Patient Relations representative/advocate
The healthcare providers of UPMC are immediately if you have concerns, so that
committed to working with patients to deliver we can assist you.
excellent patient care. UPMC asks that
4. Appoint a health care representative.
patients work with them to meet the goals UPMC encourages all patients to appoint a
related to care and treatment. health care representative to serve as a
Patients are asked to assume the following medical decision-maker. This should be
someone from your family or support
responsibilities: network who can make decisions for you if
1. Provide a complete health history. Provide you become unable to do so. If you do not
information about past illnesses, hospital appoint a health care representative and
stays and outpatient services, medicines become unable to appoint one, UPMC will
and supplements, the names of your select one for you in accordance with
doctors, and other matters related to your Pennsylvania law. UPMC staff are available
health history. Please tell us about to help patients and their families appoint
19health care representatives and establish with all service location policies, including
a power of attorney for medical isolation policies. Failure to comply may result
decision making. in being asked to leave. UPMC does not
tolerate threatening or harassing behavior nor
5. Comply with your doctor’s or doctors’ illegal activity.
medication treatment plan for this hospital
stay or encounter. Provide a complete list of 9. Accept your room assignments. UPMC
medications (prescribed, over the counter, manages the hospital environment for the
or otherwise) that you are taking. Refrain good of all our patients. We may move you to
from using illicit drugs or any medication or another room or another unit based on your
supplement not ordered by your doctor needs and the needs of our patients. You are
during this hospital stay or outpatient responsible to cooperate with all room
encounter. Do not take drugs without the assignments. We cannot guarantee a private
knowledge and approval of UPMC staff. room to any patient.
These may complicate your care and
interfere with the healing process. UPMC 10. Accept your physician, nurse, clinician, and
reserves the right to search patient rooms other caregiver assignments. If you have a
and belongings and to remove medications concern about a caregiver, please notify your
or supplements not prescribed by your service facility director or Patient Relations
doctor, as well as weapons, or illegal representative/advocate. We will review your
substance or other items considered unsafe concern within the appropriate department
for the care environment. and make any necessary reassignments.
6. Comply with UPMC’s smoke-free policy. 11. Protect your belongings. You are responsible
UPMC maintains a smoke-free environment for the safety of your belongings during your
to protect the health of patients, visitors, and hospital stay or outpatient encounter. UPMC
staff. Smoking is not permitted on any UPMC is not responsible for any lost or stolen
property, including buildings, parking lots, and patient belongings. We encourage you to
parking garages. You may not smoke in send valuables and medications home or to
vehicles while on UPMC property. UPMC can store them with hospital Security if you are
provide you with information and strategies admitted to the hospital.
to help you quit smoking. If interested, please 12. Arrange transportation home. You are
contact your nurse or team member. responsible to arrange your own
7. Comply with visitation policies. Our service transportation home from the hospital and
locations have visitation policies to ensure a may be responsible to pay some or all of the
safe, comfortable, and quiet environment for costs related to your transportation, unless
our patients. You are expected to comply with other arrangements have been made with
each service location’s policy and can obtain you. We will arrange transportation for you if
a copy of it from your nurse or team member. you are transferred to another facility or have
medical needs for special transportation.
8. Be courteous to patients and staff. UPMC These services may or may not be paid for by
strives to maintain an atmosphere that your insurance, depending on your coverage
promotes healing. You and your visitors are and clinical circumstances.
expected to be considerate of other patients
and staff members, control your noise level, 13. Make payments for services. You are
limit the number of visitors in your room, responsible for payment of all services
manage the behavior of your visitors and provided to you by UPMC. Payments may be
your visitors’ noise level, and respect UPMC made through third-party payers (such as
property. Your visitors are expected to comply your insurance company), by self-payment,
20or by making other payment arrangements UPMC No Weapons Policy
for services not covered by insurance. UPMC does not allow weapons or illegal
Financial assistance may be available for substances of any kind on its property,
those who qualify. UPMC will not withhold or regardless of any permits you may have. UPMC
delay emergency medical screening or
stabilizing treatment that is provided reserves the right to search patient rooms and
pursuant to Emergency Medical Treatment belongings, and to remove medications or
and Active Labor Act (EMTALA). supplements not prescribed by your doctor, as
well as weapons, illegal substances, or other
14. Keep your appointments. You are items considered unsafe for the care
responsible to make and keep your outpatient
environment.
appointments. Your services have been
planned with you to maximize your health Notary Services
and wellness by following up
on your health care needs, including periodic To find a notary in Pennsylvania, please use the
screening, assessment, and treatment. We information below.
ask that you respect the appointments that Pennsylvania Association of Notaries (PAN)
have been scheduled for you and notify us as
800-944-8790
soon as possible, if for some reason you are
unable to keep a scheduled appointment. www.notary.org/Search/Notary
Please plan with us in advance of situations
that may cause you to have difficulty in
keeping an appointment.
Non-discrimination in
Patient Care
It is the policy of UPMC St. Margaret to comply
with the provisions of Title VI of the Civil Rights
Act of 1964, Section 504 of the Rehabilitation
Act of 1973, and the Age Discrimination Act
of 1975, and all requirements imposed by them,
so that no person shall on the grounds of race,
color, national origin, disability, or age be
excluded from participation in, denied benefits
of, or otherwise subjected to discrimination in
the provision of any care or service. Other
agency guidelines prohibit discrimination on
the basis of ancestry, religion, sex, sexual
orientation, gender identity, marital, familial, or
status as a disabled veteran or a veteran of the
Vietnam era. If you have questions regarding
this policy, please contact the Patient Relations
Department at 412-784-7052.
21You can also read
