Dear Patient,

Welcome to Hospital for Special Surgery.

We have developed this guide to help answer any questionsyou may have about your upcoming admission. Please takea few minutes to review it. If you have any questions, youwill find a list of useful phone numbers in the back ofthis guide.

In choosing HSS for your surgery, you have selected ahospital which has a uniquely qualified group of physicians,nurses, therapists, and other health professionals to care foryou. We will make every effort to provide you with the finestmedical treatment in an environment conducive to recovery.

Wishing you the best of health.

Sincerely,

Louis A. ShapiroPresident & Chief Executive Officer

1Welcome to HSS

Mission

The mission of Hospital for SpecialSurgery (HSS) is to provide the high-est quality patient care, improvemobility, and enhance the quality oflife for all and to advance the scienceof orthopedic surgery, rheumatology,and their related disciplines throughresearch and education. We do thisregardless of race, color, creed,sexual orientation, or ethnic origin.

History

Founded in 1863 by Dr. James Knightand 20 prominent New Yorkers,Hospital for Special Surgery is the old-est orthopedic hospital in the country.Recognized since its inception as aworld leader in musculoskeletal medi-cine, our Hospital’s strength lies in thedepth of experience of our physiciansand clinical staff and the knowledgethey can access from over 145 years offamiliarity with every musculoskeletaldisease known.

Quality indicators

� Ranked #1 in the U.S.A. fororthopedics and top ranked in theNortheast for 18 years for orthope-dics and rheumatology (U.S.News& World Report “America’s BestHospitals” issue)

� Only hospital in New York toreceive Magnet recognition forExcellence in Nursing twice

� Recipient of first New York StateDepartment of Health PatientSafety Award

� Recognized as premier in thefield of radiology by Consumer’sResearch Council of America Guideto America’s Top Radiologists

� Rated in top five percent nationwidein 2008 for clinical excellence in jointreplacements (total hip and kneereplacements) by HealthGrades, thenation’s leading provider of inde-pendent hospital ratings

Musculoskeletal leadership

� We are a world leader in jointreplacement surgery

� We pioneered the first total kneereplacement

� We developed new imaging proto-cols for MRI evaluation of cartilage

� Our physicians are team doctorsfor the New York Football Giants,the New York Mets, the New YorkKnicks, the New York Liberty,the New York Red Bulls, NetsBasketball, the CUNY AthleticConference, St. John’s UniversityAthletics, Iona College Athletics,Saint Peter’s College, the Associationof Tennis Professionals, the USNational Rowing Team, and manyother professional and collegiateassociations.

Your rights and responsibilitiesas a patient in New YorkState and at HSS

At the Hospital, you will receive abooklet entitled “Your Rights as aHospital Patient in New York State”which includes details of the Patient’sBill of Rights. The Statement ofPatient’s Responsibilities below is

designed as a companion to this Billof Rights and encourages you, as apatient, to participate in your ownhealth care and treatment. HSS beli-eves that mutual understanding of thePatient’s Bill of Rights and Respon-sibilities will result in more effectivedelivery of health care services.

To the extent possible, Hospital forSpecial Surgery requests that as apatient you:

� Provide accurate and completeinformation about your past ill-nesses, hospitalizations, medica-tions, and other matters relating toyour health, and answer any ques-tions concerning these matters.

� Participate in your health careplanning by talking openly andhonestly about your concerns withyour physicians and other healthcare professionals.

� Understand your health problemsand treatment to your own satis-faction and ask questions if you donot understand.

� Cooperate with your physiciansand other health care professionalsin carrying out your health careplan both as an inpatient and afterdischarge.

� Participate and cooperate with ourhealth care professionals in creat-ing a discharge plan that meetsyour medical and social needs.

� Inform the Hospital or any of itsprofessionals of the existence of anyadvance directive (including healthcare proxy, power of attorney, DNR,

2 General Overview

3living will, and/or anatomical gifts)you may have created.

� Provide information relating toinsurance and other sources ofpayment.

� Cooperate and abide by the rules,regulations, and policies of theHospital.

� Be considerate of your fellowpatients, respecting their need forprivacy and a quiet environment.

PrivacyRespect for our patients’ privacy haslong been highly valued at Hospitalfor Special Surgery, and we arecommitted to protecting the privacyof your health information. If at anytime you have questions or concernsabout the privacy of your healthinformation, please call the Hospital’sPrivacy Office at 212.774.7500.

The Health Care Team

Your health care team consists of manydoctors, nurses, nurse practitioners,physical therapists, physician assis-tants, and technicians. While you arein the Hospital, you will also come intocontact with many other members ofstaff. If you are unsure of who some-one is, and what role he or she per-forms, be sure to ask! Outlined beloware some additional staff roles youmay not have come across previously.

Case Managers

Case Managers provide patients withassistance in discharge planning and

coordination of medical needs, aswell as offering emotional support,counseling, and advice. HSS casemanagers can be contacted at anytime before, during, or after youradmission. Please call 212.606.1271or 212.606.1003.

Chaplains and Pastoral Care

The Pastoral Care team is a multi-faith chaplaincy providing spiritualcare to both patients and families.Pastoral Care focuses on the wholeperson so that all physical, emotion-al, and spiritual needs are addressedwhile you or your loved one is hospi-talized. Chaplains (Minister, Priest,and Rabbi) can be contacted at anytime before or during your admis-sion. To speak to a Chaplain, call212.606.1188 and ask that a Chaplainbe paged or dial 212.606.1757 for thePastoral Care Office.

Nutrition Services

Our team of nutritionists (registereddietitians), dietetic technicians anddietary assistants are available toassist patients with any nutritionalconcerns. Upon admission, dietetictechnicians identify specific needsand accommodate dietary requests.Nutritionists, in conjunction with theinterdisciplinary health care team,work closely with patients to providecomprehensive nutritional carethat will promote recovery. They eval-uate the need for specialized dietsand provide thorough educationfor any nutrition prescription. Call212.606.1293 (available Monday –Friday) or extension 3435 any day

during your admission to speak witha member of the Food and NutritionServices team.

Patient and Family Services

Patient and Family Services assistspatients and families with anyquestions concerning Hospital regu-lations and routines, and listens toand acts upon any concerns you mayhave about your care at HSS. Callextension 2403 (inside the Hospital)or 212.774.2403 (outside the Hospital)to speak to the Patient and FamilyServices Director, Monday – Fridaybetween 9:00 am and 5:00 pm. After5:00 pm, please dial 212.606.1188and ask the operator to page theCoordinator to assist you.

Special Surgery AsksPatients to SPEAK UPSpeak up if you have questions or concerns,and if you don’t understand, ask again. It’syour body and you have a right to know.

Pay attention to the care you are receiving.Make sure you’re getting the right treatmentsand medications by the right health care pro-fessionals. Don’t assume anything.

Educate yourself about your diagnosis, themedical tests you are undergoing, and yourtreatment plan.

Ask a trusted family member or friend to beyour advocate.

Know what medications you take and whyyou take them. Medication errors are the mostcommon health care mistakes.

Use a hospital, clinic, surgery center, or othertype of health care organization that hasundergone a rigorous on-site evaluationagainst established, state-of-the-art qualityand safety standards, such as those providedby the Joint Commission.

Participate in all decisions about yourtreatment. You are the center of the healthcare team.

4You may be scheduled for a dayof educational classes and otherappointments prior to your date ofsurgery – we call this your pre-admission testing day. It is veryimportant that you come to theHospital on this day to ensure youhave all the appropriate tests carriedout before your surgery. If possible,please arrange to have someoneaccompany you.

Your HSS pre-admissiontesting day

This may be a long day. Unless other-wise directed, please eat a good break-fast and wear comfortable clothes andshoes. Your health care team will needto know what medications you take, soplease bring a bag with all your medi-cations, over-the-counter drugs, andherbal supplements, including doses inthe original containers.

During the pre-admission testingday, you may:

� Submit a completed advancedirective or prepare and submitwhile you are here.

� Attend a patient education class ifyou are having a total hip or kneereplacement or spine surgery.

� Donate blood for your own useduring surgery (if your doctorfeels this is necessary). There is afee for this service, and we encour-age you to check with your insur-ance carrier regarding your bloodcoverage. If blood is donated, we

ask that you sign your name onthe blood donation tags using thesame legal name used during yourHospital registration. It is criticalthat the information given fordonating your own blood readexactly the same as your registra-tion name and that this matchesyour legal identification.

� Meet with an internist for a reviewof your personal medical historyand medical clearance.

� Provide your personal medicalhistory information to an HSSNurse/Admitting Assistant.

� Visit with an HSS nurse for diagnos-tic testing, such as blood drawingand EKG, and review of your med-ication allergies.

� Obtain any x-rays that your doctorhas ordered.

The information you provide us withwill ensure that:

� You are registered properly in ourcomputer systems.

� Your privacy, safety, and well-being are protected.

� We provide you with the servicesand amenities you require whenyou come into the Hospital.

Please note, it is very important thatyou use your legal name at all times toensure that your medical records, testresults, and blood samples all match.

Preparation for Surgery

Language andCommunication Services

To ensure your best clinical experience,HSS provides free-of-charge medicalinterpretation, key document transla-tions, and communication assistanceand devices. When you register forHSS Services, you will be asked yourlanguage of preference, and offeredlanguage/communication assistance.Language services are also available toassist applicants for financial aid.

For more information in yourpreferred language please visitwww.hss.edu/languageservices andplease refer to information at theback of this booklet.

Advance directives

Advance directives are documentsthat you create to describe the extentof medical treatment you want toreceive – or not receive – should youbecome unable to communicate.

Advance directives include:

� Health Care Proxy: This allows anycompetent person over the age of18 to authorize another person tomake health care decisions on hisor her behalf.

� Living Will: This gives specificinformation about the proceduresyou would like or not like to beperformed if or when you becometerminally ill.

� Organ Donation: Although thetopic may be difficult to discuss, itis important to record your wishesand preferences.

5

Even the simple pleasure of jogging alongthe beach was unthinkable for DeborahVan Bourgondien before a new hip madeher mobile again. For the thousands ofindividuals each year whose joints havebeen damaged by rheumatoid arthritis,osteoarthritis, or severe trauma, the

Hospital’s orthopedic surgeons enablethem to regain their independence andresume their quality of life. The surgeons’knowledge, experience, and expertiseare without peer and their patients arewithout pain.

Deborah Van Bourgondien – Hip Replacement

What to bring with you

Please pack lightly. The following isa checklist to help you pack:

� The legal ID you used when sched-uling surgery with your doctor, andhealth insurance cards.

� Surgical consent signed by you (ifmailed to you prior to admission).

� Any forms that your surgeon’soffice asked you to complete.

� Any lab reports/x-rays requested.

� Non-slip shoes (athletic footwear).

� Comfortable clothing for discharge.You will be provided with a hospi-tal gown during your stay.

� Cotton underwear.

� Short, lightweight bathrobe (shortclothing will prevent tripping).

� Any special toiletries you use.

� Things to help you relax – portablecassette/CD/DVD player with guid-ed imagery or relaxation music,stuffed animal, reading materials.

� Telephone numbers of people youmay wish to call.

� Eyeglasses instead of contact lenses,as they are easier to take care of.

� Dentures – we will provide a con-tainer for these which you must use.

� A copy of your advance directives,if you have them.

�A credit card will be needed for tele-vision, phone calls, and other chargesnot covered by insurance. If possible,make arrangements for someone tohold this for you. If not, your healthcare team will secure the card foryou. HSS accepts Mastercard, Visa,and American Express.

Following surgery, you may requirean assistive device for walking. Youmay either bring your own (if yourphysician says it will be appropriateafter surgery) or purchase one throughthe rehabilitation department.

Medications

Our Pharmacy department has a com-prehensive list of medications we rou-tinely carry or stock. If you are takinga medication the HSS Pharmacy doesnot carry, we ask that you bring it onthe day of surgery in the original con-tainer in amounts sufficient to coveryour expected length of stay. Afteryour visit to Presurgical Screening,a representative from the Pharmacydepartment will contact you.

Prior to surgery

Several days before your surgeryyou may receive phone calls from afew Hospital departments, includingPharmacy, Admitting/Patient Access,Case Management, and/or PatientAccounting. One business day priorto your surgery, a nurse will call youbetween 1 pm – 7 pm to tell you yourtime and place to arrive at HSS,discuss specific preparations for sur-gery, and answer any questions.In order for us to contact you, it isvital that you provide a numberwhere you can be reached the daybefore surgery. This may be ahome, work, cell, or hotel number.For recorded pre-operative informa-tion concerning your admission tothe Hospital, call 212.606.1630.

Your day of surgery

Your surgeon will determine thetime of your surgery. However, toadequately prepare, you will be toldto arrive two to three hours beforeyour scheduled surgery time.

For your safety

At HSS, we take safety very seriously.Many patients and their families askus “why does everyone keep askingthe same questions, over and over?”Actually, this is deliberate on our part.Throughout your continuum of care,your Patient Care Team conductsmany information checks, and crosschecks, to ensure your safety. Thisincludes accuracy of information,verification of identity, marking thecorrect surgical site, medication safe-ty, and infection control for your bestclinical outcome. We appreciate yourpatience with our questions and forpartnering with us to ensure yourhighest quality care.

For your family and friends

We know the comfort and support ofyour family and friends are impor-tant to you. It’s important to us, too.During your surgery, a comfortablewaiting area is available for yourfamily member/friend. Patient/FamilyLiaisons and other members of yourhealth care team provide support,information, and updates to yourfamily or friend while you transitionfrom surgery to the post-surgeryrecovery area.

Your Admission and Surgery6

7

One minute, firefighter Steve Elliott wasattempting to rescue a panic-strickenwoman from outside the third-story win-dow of a burning building. Seconds later,he found himself at the base of a 30-footladder, his leg twisted beneath him. Thechild guard he had been holding ontohad given way. Having sustained multiple

fractures of his leg, Steve had injuries com-pounded by trauma to the surroundingsoft tissues, including a torn hamstring andtorn ligament. But orthopedic surgeons atHospital for Special Surgery had a treat-ment plan in mind that would enable himto make an astonishing comeback.

Steve Elliot – Leg Ligament Repair

8

Information for familyand friends

After your surgery is complete, thesurgeon will talk with your family.If they are not able to wait at theHospital, please let your surgeon’soffice know where your family canbe reached, and provide a telephonenumber to contact them.

Pain Management

All patients have a right to painmanagement.

As a patient at Hospital for SpecialSurgery, you can expect:

� Information and education aboutpain and pain relief measures.

� A concerned staff, committed toeffective pain prevention and painrelief measures.

� Health professionals who routinelyincorporate pain control as part ofyour overall care.

� We will listen to your expressions ofpain and promptly act upon them.

� State-of-the-art pain managementas appropriate for the patient’s age.

� Your personal, cultural, spiritual,and/or ethnic beliefs will be incor-porated into your care.

You (the patient) should:

� Ask your health care provider ornurse what to expect.

� Discuss pain relief options withyour health care provider prior tosurgery. (Tell us what has workedor has not worked for you before or

After Your Surgeryany side effects from pain medica-tions you have experienced.)

� Tell your health care provider ifyou have been taking pain medica-tion at home and how much.

� Ask for pain relief when pain firstbegins.

Your health care provider willregularly assess your pain, usingthe numerical pain scale below:

Your health care provider will askyou, “What is the severity of yourpain right now on a scale from 0 to10?” Your answer will help determinethe proper pain management toensure adequate pain control. Wewill work with you to achieve yourestablished goals for effective painmanagement and strive to maintainyour pain at a level you can tolerate.

As you are getting ready for dis-charge from the Hospital, rememberto discuss with your health careprovider how your pain will bemanaged at home.

Post-Anesthesia Care Unit(PACU)

After your surgery, you will requireimmediate and careful monitoringwhile you gradually awaken.This will be given in the recoveryarea, which we call the PACU (PostAnesthesia Care Unit), located on the1st, 4th, and 9th floors, depending onthe location of surgery.

Numerical Rating Scale for Pain

0 1 2 3 4 5 6 7 8 9 10

Zero = No Pain Ten = Worst Pain

Glenn Borsky –Mini-incision HipReplacement

Following mini-incision hipreplacement surgery at HSS,Glenn Borsky began rehabili-tation. HSS patients are oftenamazed at how quickly they areable to walk after surgery. Lessthan one week after surgery,Mr. Borsky gives his version ofthe “victory” sign, indicating heis well on the road to recovery.

9

Room allocation and privateroom request

No matter your location after sur-gery you will be receiving the finestquality care. The PACU is speciallydesigned to monitor your progressafter surgery until you transfer to aroom. At the appropriate time, thestaff in the PACU will transfer you toa patient room. Please note that whileyou may have requested a privateroom, we have only a limited numberavailable, and requesting a room doesnot guarantee that you will receiveone. We apologize for any disappoint-ment. We will do our best to accommo-date your request.

Television and telephoneservices

Television and telephone servicesare available in your room for anadditional fee. Once you are in yourroom you may call x1442 from aninternal phone for assistance.Patients can make telephone calls tothe following area codes withoutthird-party billing: 212, 347, 516, 63l,646, 718, and 917.

Internet

The Hospital provides free wirelessInternet access available in all patientrooms and family waiting areas.However, the Hospital does not pro-vide patients or visitors with accessto desktop computers or laptops andthe Hospital does not take responsi-bility for computers that patients andvisitors bring to the Hospital. TheHospital asks patients and visitors

who wish to take advantage of theHospital’s free wireless Internetaccess to please plan ahead. Patientsmay want to ask a family member orfriend to oversee responsibility forpersonal laptops during their stay.

Inpatient Rehabilitation

Rehabilitation after your surgery isan important part of your recovery.Early mobilization is important toregain your normal activities of dailyliving. Our Inpatient Rehabilitationteam of physical and occupationaltherapists provides expert care dur-ing your hospital stay. If ordered byyour physician, your rehabilitationwill begin the day of or the day fol-lowing your surgery. Your therapistwill review your post-operative rehabinstructions with you based on yoursurgeon’s recommendations.

Private Duty Nursing

For added comfort and convenience,you may elect to supplement ourexcellent nursing staff with a privateduty nurse. This can be arrangedthrough the Private Duty NursingOffice and is based on availability.The service is available 7 days aweek, 24 hours a day. For moredetails and a full list of private care-givers available and their costs,please call 212.774.7187 Monday –Sunday, 7:00 am – 11:00 pm.

Note: If you have arranged for aprivate duty nurse, a call will be madeto the agency as soon as we knowwhen you will be transferred to yourinpatient room.

Nellie Tyler –Knee Replacement

Successful knee replacementsurgery at HSS in 1996 has keptNellie Tyler living a normal, activelife and, as she says, “doing whatI have to do.” Ms. Tyler gets outas often as possible and sometimesreturns to HSS for check ups.

Your Hospital Stay

Discharge checklist

Discharge time is 11 am. Before youleave the Hospital you should have:

� Your belongings, including anycash or valuables you may haveleft in the safe, as well as yourcane, crutches, or walker. If any ofyour personal medications are withthe nurses or stored at the Hospital,make sure you get them back atthis time.

� All prescriptions for medicationsfrom your doctor.

� The document “Inpatient DischargeCare Information.” This containsvery important information aboutmany aspects of your discharge.Please read it carefully and askquestions if you do not understandanything.

Your surgeon may have additionalinstructions for you to follow aftersurgery.

Post discharge care

If your doctor determines that youshould go home to recover afteryour Hospital stay, your health care

team can be an essential resource inhelping you assess your personalneeds (including personal and familycircumstances) and make appropriate,realistic decisions and plans foryour continuing care. Case managersare available to assist with yourdischarge from the Hospital, and youcan contact them at any point.

Physical therapy optionsafter discharge

Should you require ongoing physicaltherapy following your discharge,the range of options will be dis-cussed with you while you are inthe Hospital.

Rehabilitation centers/Subacute facilities

A case manager, in collaborationwith your doctor, will assess themedical necessity for transfer to arehabilitation facility, subject to yourinsurance approval.

Pick-up

By law and for your safety, theHospital requires that ambulatorysurgery patients arrange for someoneto escort them home. Your surgerywill be cancelled unless thisarrangement is clearly establishedwhen you arrive at HSS.

10 Your Discharge

James Messina –Leg Straightening andEqualizing

A power kick by 12-year-oldsoccer player James Messinabelies the complex surgery andarduous recovery he underwentfour years ago, following atrampoline accident in whichhe fractured his growth plate.HSS’ pediatric surgeons operatedto straighten James’ left legand equalize its length to hisright leg.

A horseback riding accident as she wastraining for a competition nearly threeyears ago left Barbara Matarazzo with acompound ankle fracture requiring majorsurgery and months of physical therapy.Today, she has complete mobility and full

rotation of her ankle; her scars are barelynoticeable. HSS proudly displays a photoof Barbara jumping a four-foot ditch,and the blue ribbon she won with “help”from HSS.

Barbara Matarazzo – Ankle Repair

11

Visiting hours

To enhance patient care and ensurepatient safety, Hospital visiting hoursare from 10:30 am to 8:00 pm everyday. During the early morning hoursour staff helps patients with privatemorning routines, provides breakfast,and helps to coordinate the day’scare plan.

In addition, to protect young visitorsand adult patients, we follow nationalstandards which do not permit chil-dren under the age of 14 or pets(as wonderful as they are!) to visitpatients.

PACU (Post Anesthesia CareUnit) visiting hours

Visiting hours for these locationson the 1st, 4th, and 9th floors varyby location. Please check with yourhealth care team in each area.

Belaire Guest Facility

The Belaire is a 35-suite guest facili-ty located across the street from themain HSS building with easy accessto the Hospital via a sky-bridgeover 71st Street. Accommodation isprovided in studios or one- or two-bedroom suites, and include thefollowing facilities:

� Fully equipped kitchens orkitchenettes.

� Maid service.

� Discounted underground parking.

� Cable television and telephoneservice (including free local calls).

For more information, a full pricelist, and to make a reservation,please contact the Belaire GuestFacility at 212.606.1989.

Family waiting areas

The family waiting areas are locatedadjacent to all of HSS’ operatingrooms and procedure areas. Yoursurgeon may contact your familythere following surgery, and a staffmember is present to keep them upto date on your progress. If yoursurgery is taking place on the 4th or9th floor, your family will be givena beeper to receive updates on yourstatus. This beeper can receive mes-sages outside of the hospital. Shouldyour family member need to leave thehospital for any reason, be assuredthat they will receive the most currentinformation regarding your status.

Other Patient andGuest Facilities

In addition to the family atrium,your friends and family are welcometo use the following:

Hospital Chapel

Located on the 8th Floor.Open 24 hours.

Stamp machine

Located near the 1st floor lobby ofthe main Hospital. Requires coins.

Cafe

Located in the Belaire Building on71st Street. Open Monday – Friday,7:00 am – 6:00 pm.

Coffee/snack stands

Located at the main entrance and onthe 4th and 9th floors.

ATM

For your convenience, an ATM islocated in the main lobby of theBelaire Building.

International Center

We have a specialized team thatfacilitates access to all Hospitalservices and assures a comfortablestay for international patients. Forfurther information, please call theCenter director at 212.606.1186.

Patient Library

HSS’ Patient Library delivers booksto patients during their Hospital stay.

Patient and Guest Amenities12 Patient and Guest Amenities

Billing and Insuranceclaim processing. You will be calledto verify current demographic infor-mation (name, address, birth date,etc.) and insurance information. Wewill also discuss your options regard-ing payment of non-covered balancesincluding deductible and coinsuranceamounts. Credit card payment inadvance is recommended to expediteintake on your date of service. OurInsurance Verification Unit is avail-able Monday through Friday from9:00am – 5:00pm at 212.774.2561.

Bills for Services

You will receive several different billscovering the professional (physician)and hospital charges. For example:

� Hospital bills cover the cost of roomand board and the use of equipment,lab tests, radiology and imagingtests, and professional supportstaff, i.e., nurses, dietitians, physi-cal therapists, case managers, etc.

� Pre-surgical testing charges arebilled separately, as are associatedcosts for blood donation and privateduty nursing.

� Professional bills are the costsassociated with the surgeons andother physicians, some of whominterpret/analyze diagnostic tests.These are billed directly to youfrom the physicians’ offices, suchas surgeons, rheumatologists,anesthesiologists, cardiologists,internists, neurologists, patholo-gists, radiologists, hospitalists, andother consulting physicians, or byan external billing company.

If you have questions regardingHospital bills, please call ourCustomer Service unit in the PatientAccounting department at212.606.1772, Monday – Friday from9:00 am – 5:00 pm.

New York StateMandatory Surcharge

All patient responsibilities for Hospitalservices, excluding deductible, aresubject to a mandatory surchargepayable to New York State. This willbe included on your Hospital bill.

Durable medical equipment

Any durable medical equipment suchas a hospital bed, wheelchair, crutch-es, etc., provided by outside vendorsto patients for use at home, must bepaid for directly to the vendor.

Hospital for Special Surgery partici-pates in many insurance plans. If theHospital does not participate withyour particular insurance plan, youstill may have coverage subject tothe availability of “out-of-network”benefits. Please confirm this infor-mation with your plan. If you needfurther assistance in determiningyour benefits, please call the HSSInsurance Advisory Service at212.774.2607. This program willprovide a liaison service betweenyou, your insurance carrier, and theHospital to provide informationregarding your insurance coverage.

Financial assistance

If you do not have health insuranceand are concerned that you may notbe able to pay in full for your care,HSS may be able to help. We providefinancial aid to patients based onincome, assets, and needs. In addition,HSS may be able to help you obtainfree or low-cost health insurance orwork with you to arrange a manage-able payment plan. For more infor-mation about financial assistance,call 212.606.1505.

HSS offers free-of-charge LanguageServices and other communicationassistance (see page four).

Insurance verification

Our Pre-Registration team will makepreparations prior to your date ofservice to insure prompt and accurate

13Billing and Insurance

We hope that you will be satisfiedwith the care you receive at HSS.As you know, Hospital for SpecialSurgery has achieved a nationalreputation for excellence in orthope-dics and rheumatology, and for itsoverall care to patients. We havearrived at this position throughexcellence in individual performanceand teamwork.

Feedback from our patients has beena critical component in helping usachieve and maintain this excellence.We listen and we respond to concerns,especially when we learn of newopportunities for future improvement.

We utilize services from Press Ganey,Inc. to help gather information aboutour patients’ experiences at HSS.Shortly after your discharge, youwill receive a survey from PressGaney asking you a number of ques-tions about your admission. Wewould be very grateful if you couldcomplete and return this survey, as itis a vital way of helping us to identifythe areas where we can improveour services.

Should you wish to write to someonedirectly at the Hospital, please feel freeto do so. The Hospital’s address is:

Hospital for Special Surgery535 East 70th StreetNew York, NY 10021

Thank you for coming to Hospitalfor Special Surgery for your surgery.

Can we help someone else? Now, orlater, you may have family membersor friends who may need an orthope-dist (in any specialty area), rheumatol-ogist, physiatrist or pain managementspecialist. For information on appoint-ments or general education informa-tion please call 800.843.0071 or emailprs@hss.edu.

Visit our website at www.hss.edu forthe best patient educational contentfor all areas of musculoskeletal condi-tions and treatments. Offering nearly1,000 original articles, lectures,videos, and interviews, all content isphysician-driven and created to helpthose with short term or longer termmusculoskeletal problems.

Hospital for Special Surgery isaccredited by The Joint Commission.

Should you have a concern aboutpatient care and/or safety in theHospital or in the laboratory, you areencouraged to contact the ExecutiveOffice of Hospital for SpecialSurgery at 212.606.1236. If yourconcerns are not resolved, you maycontact The Joint Commission’sOffice of Quality Monitoring byeither calling 800.994.6610 or email-ing complaint@jointcommission.org.

14 Providing Feedback to HSS

Cindy Sherlock –Spine Reconstruction

At the age of 30, Cindy Sherlock’sscoliosis began to impinge on herability to breathe. In May 2000,HSS’ spinal surgeons performedfusion surgery with spinal instru-mentation to straighten herspine. Following surgery, Cindywent on to have two children –a son, Liam, and a daughter,Remington – and today enjoys afull and active life.

A sports injury in his twenties left HansStorr with badly torn ligaments in hisright knee. In 1992, he underwent kneereplacement surgery at HSS. Then, in 2000,his left knee developed arthritis, and he

underwent partial knee replacement atHSS. “I’m getting around very well,”says Mr. Storr, adding that while he hadto give up tennis, he is still enjoying thesporting life.

Hans Storr – Knee Replacement

15

16 Getting to HSS

72nd Street

71st Street

70th Street

69th Street

1stAvenue

YorkA

venue

2ndA

venue

LexingtonA

venue

71stStreetexit

TriboroughBridge

QueensboroughBridge

FD

RD

rive

2

8

9

3

54

68th Street

67th Street

3rdA

venue

1

73rd Street 6 7

Hospitalfor SpecialSurgery

East

Riverentrance

30, 72

66

666

15 15 31101102103

101102103

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S1 Hospital for Special Surgery535 East 70th Street

2 Belaire Building / Belaire Guest Facility525 East 71st Street

3 Caspary Research Building541 East 71st Street

4 River Terrace519 East 72nd Street

5 East River Professional Building523 East 72nd Street

6 Dana Center510 East 73rd Street

7 East River Place525 East 72nd Street

8 Memorial Sloan-Kettering Cancer CenterBlood Donor Room1250 1st Avenue

9 NY Blood Center310 East 67th Street

FDR Drive: Driving south, exit at 71st Street.Driving north, exit at 63rd street, go north on York Avenue.Parking garages located at these sitesLocal MTA bus routes indicated byNearest MTA subway located by

ImportantTelephoneNumbers

General Information212.606.1000

Patient Information212.606.1377

Admitting/Patient Access212.606.1241

Belaire Guest Facility212.606.1989

Chaplains/Pastoral Care212.606.1757

Executive Office212.606.1236

Insurance Advisory Program212.774.2607

International Center212.606.1186

Language Services212.606.1760

Nutrition212.606.1293

Nursing Administration212.606.1231

Patient Accounting (Billing)212.606.1772

Patient/Family Services212.774.2403

Privacy Office212.774.7500

Private Duty Nursing212.774.7187

Social Work &Discharge Planning(Case Management)212.606.1271

Patient Education212.606.1263

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