PATIENT GUIDE TO SERVICES...Lunch: 11 a.m.-3 p.m. Lunch: 11 a.m.-2 p.m. Dinner: 3:30-7 p.m. Dinner: Closed Pharmacy Walgreens Pharmacy is located on Level 1 next to the main lobby.

PATIENT GUIDE TO SERVICES

What you need to know while you’re in the hospital and after you go home.

WELCOME

Welcome to Grace Medical Center. As the vice president and chief integration officer, I’d like to thank you for choosing us for your medical care. We are honored to be your medical center of choice, and we look forward to providing you with the highest standard of care.

In this guide you will find important information regarding our medical center and your stay. It includes valuable information that you, a support person or a family member may find useful.

We encourage you to be an advocate for your health by actively participating in your care. If at any time you have questions regarding your treatment, please do not hesitate to ask a member of your healthcare team. We will respond to your request and keep you fully informed.

Following your visit, you may receive a survey. Your feedback is very important to us and we hope that you will take the time to complete it. However, if at any time during your stay we have not met your expectations, please do not wait until receiving a survey to let us know. Please reach out to our patient advocate on weekdays from 8:30 a.m.-4:30 p.m. at 410-362-3805. After hours, you may contact the administrative (nursing) coordinator through the operator at 410-362-3409 for assistance.

Again, thank you for choosing Grace Medical Center.

Rebecca Altman Vice President and Chief Integration Officer

Grace Medical Center2

CONTENT

YOUR STAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

VISITOR SERVICES . . . . . . . . . . . . . . . . . . . . . . . . . . 5

TV NETWORK LISTINGS . . . . . . . . . . . . . . . . . . . . . . 6

IMPORTANT NUMBERS . . . . . . . . . . . . . . . . . . . . . . 7

MAPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

WHO’S IN MY ROOM? . . . . . . . . . . . . . . . . . . . . . . . . 10-11

TRANSLATION SERVICES . . . . . . . . . . . . . . 12

PATIENT RIGHTS . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-16

YOUR RESPONSIBILITIES . . . . . . . . . . . . . . . . . .17

MEDICARE PATIENT RIGHTS . . . . . . . . . . . . . . . . . . 18

PROTECTING YOUR PRIVACY . . . . . . . . . . . . . . . . . 19

ADVANCE DIRECTIVES . . . . . . . . . . . . . . . . . . . . . . . 20

SPIRITUAL SUPPORT . . . . . . . . . . . . . . . . . . . . . . . . 20

PATIENT ADVOCATE . . . . . . . . . . . . . . . . . . . . . . . . . 21

COMPLAINTS AND GRIEVANCES . . . . . . . . . . . . . . . 22

NON-DISCRIMINATION POLICY . . . . . . . . . . . . . . . . 23

TRANSLATION SERVICES . . . . . . . . . . . . . . . . . . . . . 24

MARYLAND PATIENT’S BILL OF RIGHTS . . . . . . . . . 25-26

NOTES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

3

YOUR STAY

MealsMeals are typically served at the following times, unless your doctor has instructed that no food or drink be consumed before a medical test or surgical procedure. Please let your medical team know of any food allergies or dietary needs.

Breakfast: 7:30-8:45 a.m.

Lunch: 11 a.m.-12:30 p.m.

Dinner: 4-5:30 p.m.

Personal CellphonesThe use of cellphones is permitted, except within the cardiac monitoring unit. Cellphones are restricted after admission to behavorial health areas.

Charging Stations: Complimentary cellphone charging stations are available to our visitors in waiting areas. Please remember to watch your belongings as the medical center is not responsible for lost or stolen items.

Patient Room PhonesThe phone in your room has a direct number to enable your family and friends to reach you easily. The number will be posted in your room.

• Local calls: Dial 9 followed by the 10-digit phone number.

• Long-distance calls may be placed by dialing 0. They will be billed to your home number, unless placed as a collect call.

• Internal calls may be placed by calling the recipient’s four-digit extension.

4

VISITOR SERVICES

Patient VisitationGrace Medical Center maintains an open visitor policy. Visiting hours are flexible, but may be limited or restricted based upon a patient’s health status or location, or at the discretion of the clinical team.

• Only two visitors at a time are allowed in patient rooms.

• No food or drinks should be brought to patient rooms.

• Hands must be washed or sanitized before entering and leaving room.

October-March restrictions: Guests with flu symptoms are prohibited from visiting patients. Visitors of patients with the flu or its symptoms will be provided with surgical masks.

ParkingParking is available in the Grace Medical Center garage (W. Baltimore Street entrance) and will be charged at posted hourly rates. Metered and unmetered parking is available in the surrounding neighborhood. Visitors wishing to be escorted to their cars may contact Security at 410-362-3333.

Guest Dining ServicesMonday through Friday hours: Saturday and Sunday hours:Breakfast: 6:30-10 a.m. Breakfast: 7-10 a.m.

Lunch: 11 a.m.-3 p.m. Lunch: 11 a.m.-2 p.m.

Dinner: 3:30-7 p.m. Dinner: Closed

PharmacyWalgreens Pharmacy is located on Level 1 next to the main lobby. It is open from 8 a.m. to 6 p.m. Monday through Friday and can be reached at 410-362-3310.

ATMsATMs are located off of the main lobby and inside the cafeteria dining room on Level 1, and adjacent to the security desk on Level 2.

5

A&E

ABC

AMC

ANIMAL PLANET

BET

CBS

CHAPEL

CNN

CW BALTIMORE

DIRECTV GUIDE

DISC LIFE

DISCOVERY

DISNEY

ESN

ESPN

ESPN 2

EWTN

FOOD

FOX NEWS

FOX45

FREEFORM

FS1

HALLMARK

HEADLINE NEWS

HGTV

HIST

HSN

LIFETIME

MSNBC

NAT GEO

NBC

WBAL

NICK

NICK JR.

PARAMOUNT NETWORK

TBN

TBS

TCM

TLC

TNT

USA

For a complete channel guide, tune

to channel 30-9.

TV NETWORK LISTINGS

CHANNEL

CH A PEL

3

6

TV CHANNEL LISTINGSIMPORTANT NUMBERS

Call 410-362-3612• Family doctor appointments

• Help with long-term illnesses like diabetes and heart disease

• Help with sick visits like sore throat, cough, fever, earache

• Flu shots and vaccines

• HIV testing and treatment

• Women’s health visits

• Help with medications

• Specialty referrals

• Help to stop smoking

Call 410-362-3000• Same-day surgery

• Lab work (blood work)

• Renal dialysis

• Patient inquiry or information

• Case management

• Spiritual help

• Patient advocate

• X-ray/CT scan 410-362-3415

• Mammography 410-362-3415

• Cardiology 410-362-3033

• Physical therapy 410-362-3398

Call 410-362-3541• Outpatient counseling

• Find a therapist

• Mental health day programs for adults and children

• Psychiatric care

• Drug and alcohol abuse treatment 410-945-7706 or 410-383-4962

Call 410-362-3136• Health insurance

• Medicaid help

7

MAPS

Level 1ATM

Cafeteria

Chapel and Chaplaincy Services

Dining Room

Emergency Department

Financial Counseling

First Floor Lobby

Imaging (X-Rays)

Main Entrance

Pharmacy

Restrooms

Vascular Center

Vending Machines

W. Fayette Street

N. P

ulas

ki S

tree

t

N. P

ayso

n St

reet

W. Baltimore Street

Emergency Entry

Emergency Waiting

Security

Chapel

Pharmacy

Chaplaincy Services

ATM

Elevators

Information

Medical RecordsEmergency

Department

Cafeteria Dining

Main Entry

Financial Counseling

Admissions Centers

Cashier

Imaging Reception

Vascular Center

ImagingCath Lab, CT,

mammography, X-ray

Parking Garage(entrance on 2nd floor)

Fam

ily C

are

Cent

er

LEVEL 1

Restrooms

ATM

First Floor Lobby

Vending Machines

8

TV CHANNEL LISTINGS

Level 2• Cardiology

• Entrance to Parking Garage

• Physical Therapy

• Renal Dialysis

Level 3• Administration

• Same-Day Surgery

• St. Martin’s Hall (patient rooms)

Level 4• St. Gerard’s Hall

(Inpatient Psychiatric Services)

Level 5• Outpatient Mental

Health Clinic

• Partial Hospitalization Programs for Adults and Children (PHEP-A & PHEP-C)

InformationElevators

Restrooms

Dialysis Unit

Cardiology

Physical Therapy

ATM

Garage Entryat 2nd Level

Parking Garage

W. Baltimore Street

LEVEL 2Ad

min

istr

atio

n

Admin Conf Room

Audi

tori

umRestrooms

Restrooms

St. Martin’s Hall

Elevators

SurgeryParking Garage

(entrance on 2nd floor)

LEVEL 3

9

WHO’S IN MY ROOM?

During your stay, many healthcare providers will be helping in your healing process. You will be able to identify them by their ID badges and determine their roles by the color of their uniforms.

Registered nurses (RN) oversee your care under the direction of your physician and provide medications and treatments; they wear white and/or navy blue.

Patient transporters wear black and khaki, and take patients to and from their tests and procedures.

Nurse extenders help the RN with your care and help you with bathing, using the bathroom and walking. Nurse extenders wear burgundy scrubs.

Operating room nurses care for patients before, during and after surgery and wear dark purple scrubs.

Housekeepers clean patient rooms and restock supplies. They wear charcoal tops.

HUC/secretaries answer phones and help nurses. They wear ciel blue tops.

Cardiology staff perform tests on your heart. They wear turquoise uniforms.

Respiratory therapists help with treatments and equipment to support breathing. They wear dark green scrubs.

10

TV CHANNEL LISTINGS

Chaplains visit patients to discuss spiritual needs. They wear street clothes.

Physical therapists coordinate exercise and therapy treatments, and wear teal scrubs, jackets or street clothes.

Imaging (X-ray) technicians wear light blue uniforms.

Volunteers wear green vests.

Patient registration staff wear blue vests.

Hostesses coordinate your meals and assist you with questions regarding your diet. They wear black scrubs.

Case managers (white jackets) and social workers (black jackets or street clothes) help patients determine their care and equipment needs at the time of their discharge.

Dietitians help doctors and nurses determine the best diet for patients. They wear white lab coats.

Pharmacists visit patients to discuss medications and wear white lab coats.

11

TRANSLATION SERVICES

Ige nti: O buru na asu Ibo asusu, enyemaka diri gi site na call 1-888-521-0685 (TTY: 1-800-735-2258)

AKIYESI: Ti o ba nso ede Yoruba ofe ni iranlowo lori ede wa fun yin o. E pe ero ibanisoro yi 1- 888-521-0685 (TTY: 1-800-735-2258).

PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 1-888-521-0685 (TTY: 1-800-735-2258).

ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните 1-888-521-0685 (телетайп: 1-800-735-2258).

CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số 11-888- 521-0685 (TTY: 1-800-735-2258).

ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: 1-888-521-0685 (TTY: 1-800-735-2258).

ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-888-521-0685 (TTY: 1-800-735-2258)

ATTENTION : Si vous parlez français, des services d’aide linguistique vous sont proposés gratuitement. Appelez le 1-888-521-0685 (TTY: 1-800-735-2258)

12

TV CHANNEL LISTINGS PATIENT RIGHTS

Grace Medical Center complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. Grace Medical Center does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.

We want to encourage you, as a patient at Grace Medical Center, to speak openly with your healthcare team, take part in your treatment choices, and promote your own safety by being well informed and involved in your care. Because we want you to think of yourself as a partner in your care, we want you to know your rights as well as your responsibilities during your stay at our hospital. We invite you and your family to join us as active members of your care team.

YOUR RIGHTS

You have the right to receive considerate, respectful and compassionate care in a safe setting regardless of your race, creed, color, national origin, age, ethnicity, culture, language, sex, sexual orientation, gender identity or expression, physical or mental disability, socioeconomic status or ability to pay.

You have the right to receive care, treatment, and services that are adequate, appropriate and in compliance with state, local, and federal law and regulation.

You have the right to receive care in a safe environment free from all forms of abuse, neglect and mistreatment.

You have the right to be called by your proper name and to be in an environment that maintains dignity and adds to a positive self-image.

You have the right to be told the names of your doctors, nurses and all healthcare team members directing and/or providing your care.

You have the right to have a family member or designated representative and your own physician notified promptly of your admission to the hospital. Does not apply to incarcerated patients.

You have the right to have someone remain with you for emotional support during your hospital stay, unless your visitor’s presence compromises your or others’ rights, safety or health. Does not apply to psychiatric and or incarcerated patients. You have the right to deny visitation at any time.

You have the right to be told by your doctor about your diagnosis and possible prognosis, the benefits and risks of treatment, and the expected outcome of each, including unexpected outcomes and treatment alternatives. You have the right to give written informed consent before any non-emergency procedure begins.

You have the right to have your pain assessed and to be involved in decisions about treating your pain.

13

PATIENT RIGHTS (cont.)

You have the right to be free from restraints, confinement or seclusion of any form that is not medically necessary. Does not apply to incarcerated patients.

You can expect full consideration of your privacy and confidentiality in care discussions, exams and treatments. You may ask for an escort during any type of exam.

You have the right to access protective advocacy services in cases of abuse or neglect. The hospital will provide a list of these resources.

You have the right to participate in decisions about your care, your treatment and services provided, including the right to refuse treatment to the extent permitted by law. You may include family and friends, with your permission in these decisions. If you leave the hospital against the advice of your doctor, the hospital and doctors will not be responsible for any medical consequences that may occur.

You have the right to agree or refuse to take part in medical research studies. You may withdraw from a study at any time without affecting your access to care.

You have the right to make an advance directive and appoint someone to make healthcare decisions for you if you are unable. If you do not have an advance directive, we can provide you with information and help you complete one.

You have the right to be involved in your discharge plan. You can expect to be told in a timely manner of your discharge, transfer to another facility or transfer to another level of care. Before your discharge, you can expect to receive information about follow-up care that you may need. Does not apply to incarcerated patients.

You have the right to receive detailed information about your hospital and physician charges. Does not apply to incarcerated patients.

You can expect that all communication and records about your care are confidential, unless disclosure is permitted by law. You have the right to see or get a copy of your medical records. You may add information to your medical record by contacting the Health Information Management Department. You have the right to request a list of people to whom your personal health information was disclosed.

You have the right to give or refuse consent for recording, photographs, films or other images to be produced or used for internal or external purposes other than identification, diagnosis or treatment. You have the right to withdraw consent up until a reasonable time before the item is used.

If you or your family member needs to discuss an ethical issue related to your care, a member of the ethics committee is available to assist. You may request a consultation.

You have the right to spiritual services. Chaplains are available to help you directly or to contact your own clergy.

14

You have the right to communication that you can understand. Information given will be appropriate to your age, understanding and language. The hospital will provide free aids and services to people with disabilities to communicate effectively with us such as: • qualified sign language interpreters • written information in other formats (large print, audio, accessible electronic formats,

other formats)

The hospital provides free language services to people whose primary language is not English, such as: • qualified interpreters • information written in other languages

If you need these services, contact your nurse, care provider or patient advocate.

If you believe that Grace Medical Center has failed to provide these services or discriminated in another way, you can file a grievance with the patient advocate for whom contact information is provided below.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 1-800-537-7697 (TDD)

Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.

You have the right to voice your concerns about the care you receive. If you have a problem or complaint, you may talk with your doctor, nurse, manager or other department manager. If you wish to talk to someone outside the department, you may also contact the Patient Experience department.

Patient Advocate Grace Medical Center 2000 W. Baltimore Street, Baltimore, MD 21223 [email protected] 410-362-3805 (phone) 410-362-3643 (fax)

15

PATIENT RIGHTS (cont.)

Director of Guest Relations Guest Relations/Patient Experience Department Levindale Hebrew Geriatric Center and Hospital 2434 W. Belvedere Ave., Baltimore, MD 21215 410-601-1079 (phone) 410-601-2700 (fax) [email protected]

Director of Guest Relations Guest Relations/Patient Experience Department Northwest Hospital 5401 Old Court Road, Randallstown, MD 21133 410-701-4447 (phone) 410-521-7977 (fax) [email protected]

Director of Guest Relations Patient Experience Department Sinai Hospital of Baltimore 2401 W. Belvedere Ave., Baltimore, MD 21215-5216 410-601-8778 (phone) 410-601-8940 (fax) [email protected]

You can file a grievance in person or by mail, fax or email. If you need help filing a grievance, the Patient Advocate is available to help you.

If your concern is not resolved to your satisfaction, you may also contact:Maryland State Department of Health Office of Healthcare Quality 7120 Samuel Morse Drive, 2nd Floor Columbia, MD 21046-3422 410-382-5684

The Joint Commission To report a patient safety concern:1) Use the “Report a Patient Safety Event” link in the “Action Center” on the home page of the website, www.jointcommission.org2) Send a fax to 630-792-56363) Send mail to: The Office of Quality and Patient Safety (QOPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181

Reports of patient safety events to the Joint Commission must include the healthcare organization’s name, street address, city and state.

16

TV CHANNEL LISTINGS

You are expected to provide complete and accurate information, including your full name, address, home telephone number, date of birth, Social Security number, insurance carrier and employer when it is required.

You should provide the hospital or your doctor with a copy of your advance directive if you have one.

You are expected to provide complete and accurate information about your health and medical history, including present condition, past illnesses, hospital stays, medicines, vitamins, herbal products and any other matters that pertain to your health, including perceived safety risks.

You are expected to ask questions when you do not understand information or instructions. If you believe you cannot follow through with your treatment plan, you are responsible for telling your doctor. You are responsible for outcomes if you do not follow care, treatment and service plan.

You are expected to actively participate in your pain management plan and to keep your doctors and nurses informed of the effectiveness of your treatment.

You are asked to please leave valuables at home and bring only necessary items for your hospital stay. The hospital is not responsible for valuables or belongings that you keep with you during your stay.

You are expected to treat all hospital staff, other patients and visitors with courtesy and respect; abide by all hospital rules and safety regulations; and be mindful of noise levels, privacy and number of visitors.

You are expected to provide complete and accurate information about your health insurance coverage and to pay your bills in a timely manner.

You have the responsibility to keep appointments, be on time and call your healthcare provider if you cannot keep your appointments.

Consistent with Maryland law, patients and their families and friends are responsible for obtaining the consent of all participants before recording or videoing a conversation of them in person or on the phone. Physicians, nurses and all other staff are legally entitled to decline being recorded.

YOUR RESPONSIBILITIES

17

MEDICARE PATIENT RIGHTS

Rights Regarding Your DischargeIf you believe that you have received improper care or treatment from a Medicare or Medicaid provider, you can file a complaint by calling the toll-free number: 1-844-455-8708 or 1-855-843-4776 (TTY).

In addition to your inpatient rights, you are entitled to certain rights regarding your discharge from the hospital. Specifically, you have the right to:

• Discuss your discharge rights with a case manager when you are admitted to the hospital.

• Expect that hospital staff will work with you during your stay to arrange services that you may need once you leave the hospital.

• Be informed of your planned date of discharge, once inpatient services are no longer necessary.

• Appeal your discharge if you believe you are being discharged too early: To appeal, you must call the Quality Improvement Organization (QIO) at 1-844-455-8708 or 1-855-843-4776 (TTY) before you are discharged. The designated QIO for this region is Kepro.

• You will receive a notice detailing why the hospital thinks you are ready to be discharged.

• You, or your representative, need to be available if the QIO requests to speak with you.

• The QIO will review all information about your stay and make a decision within one day of receipt.

• If you miss the deadline for appeal, you still can ask the QIO to review your case.

• If you choose to stay in the hospital while your appeal is under review, you may be charged for services received after the planned date of discharge, depending on the QIO’s decision.

18

PROTECTING YOUR PRIVACY

Releasing Patient Information Grace Medical Center is committed to protecting your privacy as it relates to personal health information. Our privacy practices are outlined in the Grace Medical Center Notice of Privacy Practices, which describes how medical information about you may be used and disclosed, and how you can access this information. Copies of the notice are available by calling the Admissions Office at 410-362-3005.

If you have a patient privacy concern, please call the LifeBridge Health Privacy officer at 410-601-1554. You may also call the Compliance Hotline at 1-844-732-6233, or report your concern at lifebridgehealth.org/compliancereporting.

Accessing Your Medical RecordsWith a valid authorization form and proof of identity, you may obtain copies of your medical records for personal use, or request that they be forwarded to another care provider by contacting the Health Information Management (HIM) department.

Call 410-362-3044, or dial 0 and request that the operator connect you.

REMEMBER Grace Medical Center is a

smoke-free campus.

19

SPIRITUAL SUPPORT

Your right to make your own healthcare decisions is an important one. Advance directives allow you to take advantage of this right by expressing your wishes in the form of a written document.

There are two types of advance directives:

1. Durable Power of Attorney for Healthcare – Sometimes called a healthcare agent, this is a document that lets you name a person (your agent) to make medical decisions for you if you become unable to do so.

2. A. Living Wills (Healthcare Instructions) – These are written instructions that explain your wishes for healthcare if you have a terminal condition or irreversible coma, and are unable to communicate. They are called “living” wills because they take effect while a patient still is alive.

B. Oral Advance Directive – Maryland law lets you make your wishes known to your doctor with a witness present.

If you have further questions or would like help creating an advance directive, please contact the patient advocate at 410-362-3805 or chaplain at 410-362-3088.

ChapelThe chapel is located next to the Chaplaincy department on the first floor, and is always open. Mass is offered weekdays at 11:30 a.m. and also may be viewed on Channel 3 in patient rooms.

Chaplaincy DepartmentThe Chaplaincy department is located on the first floor. The chaplains are available every day to attend to your religious and spiritual needs. To request a visit from the chaplain or to speak to a member of the Pastoral Support staff, dial 410-362-3088.

PROTECTING YOUR PRIVACY (cont.)

20

TV CHANNEL LISTINGSADVANCE DIRECTIVESPATIENT ADVOCATE

We realize you may feel anxious and overwhelmed. If you have a question or concern that your doctor or another member of your care team has been unable to address, the patient advocate is available to support you. The patient advocate acts as a liaison, or bridge, between and among patients, Grace Medical Center doctors and staff, and departments to recognize and remove any obstacles to providing you with quality care. You can call the patient advocate for help with any of the following:

• Questions about patient rights and responsibilities

• Clarification of hospital policy or procedure

• Concerns regarding the direction or quality of patient care

• Help in voicing a concern or filing a formal grievance

• Assistance accessing an interpreter or other special accommodations

• Assistance with advance directives or other healthcare decision- making support

CONTACT OUR PATIENT ADVOCATE

Weekdays: 8:30 a.m.-4:30 p.m. 410-362-3805

After hours, contact the administrative (nursing) coordinator, who can be reached through the operator or at 410-362-3409.

Messages left after hours Monday through Friday will be acknowledged within 24 hours.

Eve DeVaro Patient Advocate

21

You have the right to freely voice concerns about your care without fear of reprisal of any kind. You can voice a concern to any member of your care team, and expect that it will be promptly acknowledged and resolved.

If your concern isn’t resolved, or you wish to submit a grievance, you can:

• Request to speak with the patient advocate, or contact the office directly at 410-362-3805.

• Request a patient feedback form to document your concern (submission instructions are included on the form).

The patient advocacy office is open Monday through Friday from 8:30 a.m.-4:30 p.m. After-hours coverage is provided by the administrative (nursing) coordinator, who can be reached through the operator or at 410-362-3409.

You also may contact the following agencies to further voice your concern:

Office of Health Care QualityMaryland Department of Health 7120 Samuel Morse Drive Second Floor Columbia, MD 21046-3422 Phone: 410-402-8015 dhmh.maryland.gov/ohcq/

The Joint CommissionOffice of Quality and Patient Safety One Renaissance Blvd. Oakbrook Terrace, IL 60181 Fax: 630-792-5636

Website: www.jointcommission.org, then click “Report a Patient Safety Event.”

COMPLAINTS AND GRIEVANCES

22

TV CHANNEL LISTINGSCOMPLAINTS AND GRIEVANCESNON-DISCRIMINATION POLICY

LIFEBRIDGE HEALTH complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. LifeBridge Health does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.

LIFEBRIDGE HEALTHProvides free aids and services to people with disabilities to communicate effectively with us, such as:

• Qualified sign language interpreters• Written information in other formats (large print, audio, accessible

electronic formats, other formats)

Provides free language services to people whose primary language is not English, such as:

• Qualified interpreters• Information written in other languages

IF YOU NEED THESE SERVICES, CONTACT THE PATIENT ADVOCATE.If you believe that LifeBridge Health has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability or sex, you can file a grievance with: Coordinator of Patient Resources, 2401 W. Belvedere Ave., Baltimore, MD 21215, phone: 1-888-521-0687, TTY: 1-800-735-2258, fax: 1-347-821-3124, or [email protected]. You can file a grievance in person or by mail, fax or email. If you need help filing a grievance, the Coordinator of Patient Resources is available to help you. You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, DC 20201 1-800-368-1019, 1-800-537-7697 (TDD)

Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.

23

Ige nti: O buru na asu Ibo asusu, enyemaka diri gi site na call 1-888-521-0685 (TTY: 1-800-735-2258)

AKIYESI: Ti o ba nso ede Yoruba ofe ni iranlowo lori ede wa fun yin o. E pe ero ibanisoro yi 1- 888-521-0685 (TTY: 1-800-735-2258).

PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 1-888-521-0685 (TTY: 1-800-735-2258).

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TRANSLATION SERVICES

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TV CHANNEL LISTINGSTRANSLATION SERVICESMARYLAND PATIENT’S BILL OF RIGHTS

Every hospital patient has the right to:1. Receive considerate, respectful, and compassionate care

2. Be provided care in a safe environment free from all forms of abuse and neglect, including verbal, mental, physical, and sexual abuse

3. Have a medical screening exam and be provided stabilizing treatment for emergency medical conditions and labor

4. Be free from restraints and seclusion unless needed for safety

5. Be told the names and jobs of the healthcare team members involved in your care if staff safety is not a concern

6. Have respect shown for your personal values, beliefs and wishes

7. Be treated without discrimination based on race, color, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, physical or mental disability, religion, language, or ability to pay

8. Be provided a list of protective and advocacy services when needed

9. Receive information about hospital and physician charges and ask for an estimate of hospital charges before care is provided, as long as your care is not impeded

10. Receive information in a manner you understand, which may include:

a. Sign and foreign language interpreters

b. Alternative formats, including large print, braille, audio recordings, and computer files

c. Vision, speech, hearing and other temporary aids as needed, without charge

11. Receive information from the doctor or other healthcare practitioners about your diagnosis, prognosis, test results, possible outcomes of care, and unanticipated outcomes of care

12. Access your medical records in accordance with HIPAA Notice of Privacy Practices

13. Be involved in your plan of care

14. Be screened, assessed, and treated for pain

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MARYLAND PATIENT’S BILL OF RIGHTS (cont.)

15. Refuse care

16. In accordance with hospital visitation policies, have an individual of your choice remain with you for emotional support during your hospital stay, choose the individuals who may visit you, and change your mind about the individuals who may visit

17. Appoint an individual of your choice to make healthcare decisions for you, if you are unable to do so

18. Make or change an advance directive

19. Give informed consent before any non-emergency care is provided, including the benefits and risks of the care, alternatives to the care, and the benefits and risks of the alternatives to the care

20. Agree or refuse to take part in medical research studies, without the agreement or refusal affecting your care

21. Allow or refuse to allow pictures of you for purposes other than your care

22. Expect privacy and confidentiality in care discussions and treatments

23. Be provided a copy of HIPAA

24. File a complaint about care and have the complaint reviewed without the complaint affecting the patient’s care

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TV CHANNEL LISTINGSNOTES

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We were built to be different. We were built to provide care for all, when it wasn’t expected or respected. We set our own benchmarks and set them high. Because exceeding expectations, defying odds – it’s what we do.

KENYA C. NURSE MANAGER