jhh patient handbook
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The Johns Hopkins Hospital
PatientHandbook
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2 Johns Hopkins Hospital Patient Handbook
CONTENTS
Welcome
5 O M5 O P P
Your Health and Safety11 SPEAK UP
12 O P P
12 Y H C T
13 P F
14 K Y S DS
15 P I
16 U T P
18 M S
19 A C SG
20 N20 S
22 A Ds
22 P I V
22 O TD
23 S A
23 C P23 F B
23 V G
25 P
25 S S
Your Medical Bill andRecords
27 U YI
27 B
27 I H
27 O H B
28 B Q
28 C BC
28 B R O
28 F A
29 O Y MR
4
3
2
1 Your Visit to The Johns
Hopkins Hospital
5 Health InformationExchange
6 Y R R
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Johns Hopkins Hospital Patient Handbook 3
Welcome to The Johns Hopkins Hospital
Since our doors opened more than a century ago, we have soughtto lead the world in the diagnosis and treatment of disease. Fromthe moment you arrive at The Johns Hopkins Hospital, youbecome part of that long tradition.
Because we are committed to excellence, we know that outstand-ing care involves more than good medicine. That is why our con-cern for you extends to every part of your stay. It is our primarygoal to provide you with quality care and make your hospitalexperience as safe and comfortable as possible.
The information in this handbook will familiarize you with hospi-
tal services and policies and will answer many questions you mayhave during your hospital stay. If you have questions that are notaddressed in the handbook, please do not hesitate to request assis-tance from any member of your health care team.
On behalf of the hospital employees, medical staff, and the boardof trustees, I extend to you a personal welcome and thank you forchoosing Johns Hopkins for your current medical needs.
Sincerely,
Ronald R. Peterson
PresidentThe Johns Hopkins Hospital nd Hl SysmEVP, Jns Hpkns Mdcn
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5 | Our Mission
5 | Our Privacy Practices
6 | Patient Bill of Rights and Responsibilities
9 | Your Responsibility
WELCOME1
4 Johns Hopkins Hospital Patient Handbook
5 | Health Information Exchange
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5
WELCOME
Our MissionQTo be the worlds preeminent health care institution.QTo provide the highest quality care and service for all people in the pre-
vention, diagnosis and treatment of human illness.
QTo operate cooperatively and interdependently with the faculty of TheJohns Hopkins University to support education in the health professions
and research development into the causes and treatment of human ill-
ness.
QTo be the leading health care institution in the application of discovery.QTo attract and support physicians and other health care professionals of
the highest character and greatest skill.
QTo provide facilities and amenities that promote the highest quality care,afford solace, and enhance the surrounding community.
Our Privacy Practices
Health ExchangeInformation
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nbl ccss y l nmn CRISP HIE. Hw,pn HIE wll n pn y dc m bn bl s HIE w sls ss dd by y dc. Y my p- bycncn CRISP p://www.cspl. clln 1-877-952-7477. Ymy cn y dcsn ny m by cncn CRISP.
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We want to encourage you, as a patient at The Johns Hopkins Hospital, to speakopenly with your health care team, take part in your treatment choices, and pro-
mote your own safety by being well informed and involved in your care. Becausewe want you to think of yourself as a partner in your care, we want you to knowyour rights as well as your responsibilities during your stay at our hospital. Weinvite you and your family to join us as active members of your care team.
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Johns Hopkins Hospital Patient Handbook 7
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WELCOME
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QYou have the right , -, , , , . Y
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QIf you or a family member needs to discuss , E S . T , 410-283-6104. A , (#). A E S .
QYou have the right . C . Y - 410-955-5842 8 5 . A , .
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8 Johns Hopkins Hospital Patient Handbook
WELCOME
Maryland Department of Health& HygieneOffice of Health Care QualityHospital Complaint UnitSpring Grove Hospital CenterBland Bryant BuildingCatonsville, Maryland 21228410-402-8000
The Joint CommissionOffice of Quality MonitoringOne Renaissance BoulevardOakbrook Terrace, IL [email protected]
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Johns Hopkins Hospital Patient Handbook 9
Your ResponsibilitiesQYou are expected ,
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WELCOME
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11 | Your Health and Safety
11 | Speak Up!
12 | Our Partnership Pledge12 | Your Health Care Team
13 | Preventing Falls
14 | Keeping You Safe During Surgery
and Procedures
15 | Prevention of Infections - You Are Part
of the Health Care Team
16 | Understanding and Treating Your Pain18 | Medicine Safety
19 | American Cancer Society Guidelines
for the Early Detection of Cancer
20 | Nutrition
20 | Smoking
2
10 Johns Hopkins Hospital Patient Handbook
YOUR HEALTHAND SAFETY
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Johns Hopkins Hospital Patient Handbook 11
YOUR HEALTH AND SAFETY
Your Health and SafetyOur health care partnership begins with our commitment to your safety. Patients
who are involved with their care in the hospital tend to do better. By working
together with your health care team, you can lower your risk of injury and makeyour stay safer.
Speak Up!Speak Up is a collaborative effort between Johns Hopkins Medicine and The
Joint Commission to encourage patients to help us prevent medical errors in thedelivery of your care.
Speak up if you have any questions or concerns. If you still dont under-
stand, ask again. Its your body and you have the right to know.
Pay attention to the care you are receiving. Always make sure youregetting the right treatments and medicines by the right health care pro-fessionals. Dont assume anything.
Educate yourself about your illness. Learn about the medical tests youget, and your treatment plan.
Ask a trusted family member or friend to be your advocate, advisor, orsupporter.
Know what medicines you take and why you take them. Medicineerrors are the most common health care mistakes.
Use an accredited heathcare facility, like Johns Hopkins Hospital,wc has completed a rigorous survey to assure safety and quality.
Participate in all decisions about your treatment plan. You are the cen-
ter of the health care team.
Reproduced by permission of The Joint Commission
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12 Johns Hopkins Hospital Patient Handbook
Our Partnership PledgeA H, . W j .
We pledge to:QC .QE .QL q .QA .QA .QC , , .QL .QC .We ask you or a loved one to:QA q.QS , , .QC ID .QB , .QP safetyID .QC .QR .Your Health Care Team
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QResidents/Interns/Fellows - z - .
QNurse Practioners/Physicians Assistants .
QRegistered Nurses , , .
QPharmacists A .
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Johns Hopkins Hospital Patient Handbook 13
Others who may be involved in your care:QClinical DietitiansQNursing Support StaffQ
Social WorkersQChaplain/Pastoral Care ProvidersQNursing/Medical StudentsPreventing FallsI , . I, - j. A, q . W j .
During your stay we will:QA .QD
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We ask you or a loved one to:QT .Q
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YOUR HEALTH AND SAFETY
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14 Johns Hopkins Hospital Patient Handbook
Keeping You Safe During Surgery and ProceduresWhat are adverse events?A
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How are adverse events prevented?
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YOUR HEALTH AND SAFETY
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Johns Hopkins Hospital Patient Handbook 15
What do I need to do when I go home from the hospital?B , . M q.
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Prevention of Infections -You Are Part of theHealth Care TeamClean your hands and remind others to clean their hands
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YOUR HEALTH AND SAFETY
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16 Johns Hopkins Hospital Patient Handbook
Additional preventive measuresT q M R S A (MRSA),V R E (VRE) C (C-).T , , , q. I . A q , . H . I .
Other resourcesI q, .F :
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Understanding and Treating Your Pain
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YOUR HEALTH AND SAFETY
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Johns Hopkins Hospital Patient Handbook 17
Choose the face that best describes how you are feeling.
From Wong DL, Hockenberry-Eaton M, Wilson D, Winkelstein ML, Ahmann E, DiVito-Thomas PA:
Whaley and Wongs Nursing Care of Infants and Children, ed 6. St. Louis, 1999, Mosby, p. 1153.
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YOUR HEALTH AND SAFETY
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18 Johns Hopkins Hospital Patient Handbook
Medicine SafetyW ,
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YOUR HEALTH AND SAFETY
After discharge, keepan up-dated list of medications you are taking. Your listshould include all prescriptions and over-the-counter medications(includingherbal products, vitamins, and dietary supplements). Be sure to list the name,dose and how often you take the medication. Also, note how medication is taken
(ex. by mouth/with or without food). Anytime medications are added ordiscontinued, or the doses are changed be sure to make changes to your list. Keepthis list with you at all times. In the case of an emergency, show it to your primary-care provider. The medication list can be kept on a wallet card, paper list, healthvault, or mobile application.
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Johns Hopkins Hospital Patient Handbook 19
American Cancer Society Guidelines for the EarlyDetection of CancerT A C S .
Breast cancerQY 40
QC (CBE) 3 20 30
40 QW
. B - (BSE) 20.
Colorectal cancer and polypsB 50, :
Tests that find polyps and cancerQF 5 , QC 10 , QD- 5 , QCT ( ) 5 QI , .QT - . O
q . A .
Cervical cancerQA 3 -
, 21 . S P 2 q- P .
QB 30, 3 P 2 3 .Prostate cancer
S 50, . I A A 65, 45. I , PSA . H PSA .
For information about cancer and free programs and services, 24 hours a day, sevendays a week: 1-800-ACS-2345 / www.cancer.org Reprinted by the permission of the
American Cancer Society, Inc. from www.cancer.org. All rights reserved.
YOUR HEALTH AND SAFETY
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20 Johns Hopkins Hospital Patient Handbook
Nutrition Safety
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QHospitalized patients: B q, .QHeart attack patients: B q, .QLung, head, and neck cancer patients: B q,
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U.S. D H H S. (J 2000). S . I U.S. D H H S (E.), Y q (R. J 2006 ., . 7) [P]. A.
YOUR HEALTH AND SAFETY
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322 | Advance Directives
22 | Personal Items and Valuables
22 | Organ and Tissue Donation23 | Guide Dogs and Other Service Animals
23 | Cell Phones
23 | Flowers and Balloons
23 | Visiting Guidelines
25 | Parking
YOUR VISIT TOJOHNS HOPKINS
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22 Johns Hopkins Hospital Patient Handbook
Advance DirectivesAdvance directives are documents you create to describe the extent of medicaltreatment you do or do not want to receive if you are unable to communicateyour wishes. You have the right to make an advance directive, such as a liv-ing will or durable power of attorney for health care, and to appoint someoneto make health care decision for you if you are unable. We recommend thatyou discuss advance directives with your family members, doctors, nurses andcleric while you are alert and feeling well. Bring any advance directives you mayalready have to the hospital with you.
For information about advance directives or to obtain the necessary forms, call
the Main Admitting Office at 410-955-6190, call the Office of Pastoral Careat 410-955-5842 s p://www..s.md.s/Hlpl/dc.pd.
Personal Items and ValuablesYou are encouraged to bring onlyessential items to the hospital, such as sleep-wear and toiletries. Large sums of money, keys, jewelry, personal papers, andother valuables should be left at home. For safety reasons, do not bring TVs,
radios, hairdryers, or other electric devices. The hospital is not responsible for
lost or stolen items, such as laptops, iPods, or cell phones.
To keep personal items secure you should:QKeep eyeglasses and hearing aids in a case in the top drawer of your bedside
table when you are not using them. Upon request, your nurse can provide andlabel a clear, plastic storage bin for smaller essential items. You may take thebox home with you upon discharge.
QKeep dentures in a denture cup in the top drawer of your bedside table. Donot place dentures on your food tray or on the bed linen.
QKeep clothing in your room closet, bedside table, or suitcase.QIf you do have personal valuables (jewelry, watches, money, credit cards, etc.)
that need to be secured, please notify your nurse, who will notify Security.
For additional information on security matters, please dial 410-955-5585 tospeak to a security representative.
Organ and Tissue DonationOrgan and tissue donations provide new hope to seriously ill or injured persons.The Johns Hopkins Hospital participates with The Living Legacy Foundationto manage organ and tissue donations. If you already have a donor card, it isimportant that your family is fully informed of your wishes. For information ondonations call 410-242-7000.
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Johns Hopkins Hospital Patient Handbook 23
YOUR VISIT TO JOHNS HOPKINS
Guide Dogs and Other Service AnimalsService animals are those animals trained to help patients and visitors withactivities of daily living. They are welcome in any area of the hospital that isunrestricted to patients and visitors, provided that the presence of the serviceanimal does not alter the policies, practices, or procedures of Johns HopkinsHospital. For information, call the Patient Relations Department at 410-955-2273 or email [email protected].
Cell PhonesThe use of cell phones is prohibited where critical medical equipment is in opera-tion. Please read and follow all posted signs about the use of cell phones, and use
only in approved areas. If you must use your cell phone, please speak in a lowvoice so as not to disturb the privacy and comfort of other patients and visitors.
Flowers and BalloonsFlowers and mylar balloons are welcome for patients, except on intensive careand oncology units, where they may promote infection. Latex balloons, whichcan cause allergic reactions, are not permitted anywhere in the hospital.
Visiting GuidelinesThe Johns Hopkins Hospital believes that family and friends have important rolesin a patients plan of care. Our visiting guidelines are designed to help with safety,enable consistent care of patients, and promote a sense of security among patients,family, and staff. These guidelines recognize that, because family situations differ,other variables may need to be considered in individual situations.
For the comfort of all patients, we ask that you limit your visitors (2 per patient
in semi-private rooms; up to 4 in private rooms). Each unit reserves the right tofurther limit the number of visitors based on the needs of their patients.For your childs health and the comfort of our patients, we request that youngchildren be cared for at home. Please have your younger children accompaniedby an adult in the hospital lobby. Visits by children under the age of 12 shouldbe pre-approved by your nurse.
It is expected that visitors will:QNot visit if they are sick.QComply with designated visiting guidelines.QClean hands before and after visiting.QComply with any infection control practices that may be important to the
patients condition (e.g., wear isolation gown, mask and/or gloves).
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24 Johns Hopkins Hospital Patient Handbook
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Johns Hopkins Hospital Patient Handbook 25
YOUR RIGHTS
Parking
There are several garages and valet parking available to patients and
visitors:
Q Garages: O S, C S O Center, McElderry Street,Weinberg
Q Valet Parking: O C E, W E, OrleansS E
Q Parking Discounted Rates
P , , . S $20.00 10 $40.00. E ( 24 ). T .
P/V S . V S $100.00 10 P O.
Patient/Visitor stamps may be purchased at the following locations:
Q M H / C O (N 161 and Ground Floor Sheikh
M F, 7:30 5:00
Q O C / C O (1 F O C)M F, 5:30 5:00
QW B / A R (1 F W B)M F, 7:00 5:00
Q ME G / M OM F, 4:00 9:00; S, S, holidays,7:00am 11:30pm
Q Shuttle Services:
On-call service is available 24 hours a day,seven days a week within the
perimeter of the East Baltimore medical campus.Information on
If you do park on the street, please be aware that the city tows cars duringcertain . R .
YOUR VISIT TO JOHNS HOPKINS
Zayed Tower)
Q Orleans Garage OfficeM F, 4:00 8:00a;Weekends Holidays, 24-hours
departure/arrival times and wheelchair accessibility, call the Transportationoffice at 410-502-6880 (Monday-Friday, 6am-11pm).
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26 Johns Hopkins Hospital Patient Handbook
YOUR RIGHTS
27 | Understanding Your Insurance
27 | Billing
27 | Inpatient Hospital Bill27 | Outpatient Hospital Bill
28 |
28 | Cashiers and Billing Coordinators
28 | Billing Rights and Obligations
28 | Financial Assistance
29 | Obtaining Your Medical Records
4YOUR MEDICALBILL AND RECORDS
26 Johns Hopkins Hospital Patient Handbook
For Questions about Your Bill
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Johns Hopkins Hospital Patient Handbook 27
Understanding Your InsuranceThe necessary paperwork will begin as soon as we are informed of your sched-uled visit or admission. You should contact your insurance company before your
visit to find out what services are (or are not) covered under your plan. Yourinsurance companys member service office is a good source of this information.Your member card should have the contact telephone number.
Please be sure that your Primary Care Physician (PCP) knows about yourimpending visit. Your insurance company may require your PCP to submit areferral to us as part of the authorization process.
A preadmission coordinator may call you in advance of your visit to verify basicinformation. On the day of your arrival, you will be required to pay for yourhospital and physician services that are not covered by your insurance. Thesepayments may include a co-payment, deductible, or co-insurance amount. Incertain cases, an admission deposit, based on your estimated length of stay, maybe required.
BillingOur billing offices will file your claims directly with your primary and, when
appropriate, your secondary insurance payer. You will be billed for any co-payments and/or outstanding balances not paid by your insurance payer. If youhave not received notice of payment to us from your insurer within 60 days ofreceiving a copy of your bill, we ask that you contact the insurer and encouragespeedy payment.
Inpatient Hospital Bill
Patients admitted to the hospital (inpatients) will receive separate bills for someservices. Your hospital bill will include charges for your room, food, medicalsupplies and services, and any tests or procedures that you undergo, includingx-rays. You will also receive bills from the Johns Hopkins University ClinicalPractice Association for physician services. These bills will include the cost ofmedical or surgical care as well as cost involving review and interpretation ofdiagnostic tests.
Outpatient Hospital BillPatients seen in a clinic or outpatient setting may receive separate invoices forsome services. Your clinic or outpatient bill will include charges for the use ofthe facility and any tests or procedures done at the time of your appointment.For scheduling reasons, some tests or procedures may be performed at a laterdate and will be billed separately from your outpatient or clinic invoice.
INFORMATION FOR FAMILY AND FRIENDS
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28
Johns Hopkins Hospital Patient Handbook
F q :I/Outpatient - 443-997-0100 or 800-757-1700
P - 410-933-1200 800-657-0066F , : ://../_/_/
Cashiers and Billing CoordinatorsC in Nelson 161, W S entrance of the O C. Treis also a
The form of cash, , , , credit cards. S M F, 7:30 5:00 .
B H 114 . T M F, 8:30 5:00 .
Billing Rights and ObligationsN . T . I - . T . S q .
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Financial AssistanceIf you are unable to pay for medical care, you may qualify for Free or
Reduced-Cost Medically Necessary Care if you:
QA U.S. z U.S.
QH QH qQM I q M M A , .
INFORMATION FOR FAMILY AND FRIENDS
For Questions about Your Bill
satellite cashier area on the ground floor lobby of the Sheikh Zayed Tower
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Johns Hopkins Hospital Patient Handbook 29
C: 410-955-5464 q :QY QY QY -,
QH - QH M M A
F M M AC S S1-800-332-6347
TTY 1-800-925-4434O : ....
Obtaining Your Medical RecordsY q (j ). I , . T q, Az
R H I :://../_j__//_/ M R D M F8:00 5:00 410-955-6044.
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M R S, P B, R B150, B, MD 21287
T . T M S . T .
INFORMATION FOR FAMILY AND FRIENDS
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30 Johns Hopkins Hospital Patient Handbook
Notes and Questions
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BILLING
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Johns Hopkins Hospital Patient Handbook 31
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BILLING
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The Johns Hopkins Hospital does not discriminate against any person on the basis of race, color, national
origin, age, sex, sexual orientation, gender identity, religion, disability, or any other basis protected by law.
This policy applies to admission, treatment, and discharge; participation in any programs, activities, or
services; and employment. For more information about this policy, call the Patient Relations Departmentat 410 955-2273 or e-mail [email protected]
The Johns Hopkins Hospital
600 North Wolfe Street
Baltimore, Maryland 21287
www.hopkinshospital.org