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UPMC Shadyside Patient Handbook P
UPMC Shadyside
atient Handbook
Part of UPMC Presbyterian Shadyside
Contents
A Message From Our President ..................... 2
Hospital Phone Directory .............................. 3
Coming to the Hospital ................................. 3
Services for Patients and Families ..................4
Our Privacy Practices ..................................10
Patients Rights and Responsibilities ...........10
Financial Assistance Options ........................14
Leaving the Hospital ....................................14
UPMC Shadyside Map ...................back cover
Welcome
Welcome to UPMC Shadyside. Every member
of our staff is working hard to make your stay
comfortable and provide you with the quality
care youve come to expect from the University
of Pittsburgh Medical Center. We want you
to feel at home during your stay and will do
our best to accommodate your needs.
We have designed this Patient Handbook for
you and your family. Please take a few minutes
to read through this booklet. Inside you will
find a message from our president and infor-
mation about the people and services contrib-
uting to your care. Please call the telephone
numbers provided if you need any assistance. 2
U P M C S H A D Y S I D E P A T I E N T H A N D B O O K
A Message From The President
Welcome to UPMC Shadyside.
At the University of Pittsburgh Medical Center, we know that quality is more than state-of-
the-art clinical services and advanced technology quality is treating our patients with care
and compassion, listening to their ideas, and using that feedback to improve our services. In this
spirit of listening, I wanted to share with you three ways that we solicit your input.
Patient Relations Department: While I hope that every encounter you have while you are at
UPMC Shadyside will be excellent, if you want to address a problem or concern at any time,
please call our Patient Relations Department at 412-623-2014. The office is open Monday to
Friday from 8 a.m. to 4:30 p.m. and Saturday from 8:30 a.m. to 5 p.m. After hours, please leave
a message, and one of our trained representatives will follow up with you on the next business day.
Above & Beyond: We are always looking at ways to find and promote excellence among
our staff members. Thus, we have created the Above & Beyond program, which recognizes
staff who go the extra mile. If youve had an exceptional experience and want to recognize an
employee or unit for outstanding service, please take a moment to fill out an Above & Beyond
form. These forms are located in wall-mounted boxes on each unit as well as in common areas
throughout the hospital. We post the cards in the cafeteria to recognize the employees and units
and to inspire others.
Patient Survey: After your discharge, we may mail a short and completely confidential ques-
tionnaire to you. Your feedback will help us to improve our services. If you have any questions
about the survey process, call Shannon Eisenberg at 412-647-6988; she can answer your questions.
I want to personally thank you for choosing UPMC Shadyside and for your help and input so
that we can continuously improve the services we offer.
Sincerely,
Elizabeth B. Concordia
President
UPMC Presbyterian Shadyside 3
U P M C S H A D Y S I D E P A T I E N T H A N D B O O K
Hospital Phone Directory
You may find the following hospital phone
numbers useful. To dial a hospital number
that begins with 623- from a hospital phone,
dial 3 and the last four digits.
Family House........................... 412-647-7777
Financial Counseling .............. 412-623-1632
Food Services .......................... 412-623-1659
Hopwood Library .................... 412-623-2620
Hospital Operator Assistance
(for outside calls)...................... 412-623-2121
Lost and Found ....................... 412-623-2990
Mail .......................................... 412-623-2126
Medical Records ...................... 412-623-2069
Organ Donation ...................... 412-623-2303
Parking ..................................... 412-623-6257
Pastoral Care Services:
Minister ............................... 412-623-1691
Catholic Priest .................... 412-623-1692
Rabbi ................................... 412-623-2538
Patient Information ................. 412-623-2023
Patient Relations, Complaints,
Special Needs........................... 412-623-2014
Safety Hot Line ....................... 412-623-3999
Security ....................................412-623-2990
Coming to the Hospital
Parking
Pay parking is available for visitors in the
following locations:
Aiken Avenue Parking Garage, open
24 hours a day, seven days a week
Centre Avenue Parking Garage, near
Shadyside Medical Building, open week-
days, 8 a.m. to 9 p.m., and Saturdays, 8 a.m.
to 2 p.m.; closed Sundays and holidays
If you have questions about parking locations,
call the Parking office at 412-623-6257.
Discounts for UPMC Shadyside parking
garages are available to patient families. A
family member parked seven hours or more
on one day can receive a discount by present-
ing the parking ticket at one of the information
desks. On the 10th day of a patients stay, one
family member is offered a discount. A Patient
Relations coordinator will deliver discount
coupons to your room. If you have questions
about the discounts, call 412-623-2014.
Upon request, UPMC Security provides
evening escort service from the hospital to
visitors vehicles. To request an escort, please
call 412-623-2990.
Visiting Hours
To make it easier for your family to be involved
with your care, visiting hours are not restricted.
Please talk with your nurse to coordinate
times appropriate for you, your care team, and
your family. For information about your condi-
tion by phone, designate one family member
or friend to call the patient unit. That person
can then relay the information to others as
you wish. 4
U P M C S H A D Y S I D E P A T I E N T H A N D B O O K
Services for Patients and
Families
Banking
For your convenience, bank machines are
available in two locations:
Pavilion, first floor, near the visitor elevators
Shadyside Medical Building, first floor,
across from the Hopwood Library
Blood Donation Center
In collaboration with Central Blood Bank,
UPMC Shadyside houses an on-site blood
donation center. There is no substitute for
human blood. The blood donation center
helps ensure that an adequate blood supply
is available for those in need. The center is
located in the rear of the Cafeteria in Posner
Tower and is open to all patients, families, and
staff every Friday, 10 a.m. to 2:30 p.m. For
more details or for an appointment, call toll-
free 1-866-DONORS-1 (366-6771).
Cell Phones and Wireless Devices
Medical equipment may be affected by the
use of wireless communication devices. Please
read and obey all signs posted in the hospital
about restricted use of cell phones, wireless
computers, and other wireless devices that
transmit radio signals. These devices include:
cellular telephones (cell phones)
two-way pagers
portable two-way radios, like walkie-talkies
CB (citizens band) radios
wireless PCs (personal computers)
wireless PDAs (personal digital assistants)
computer communication devices
any device that sends a radio signal
UPMC restricts use of wireless devices in
these areas:
ORs (operating rooms) and the
Ambulatory Surgery Center
ICUs (intensive care units)
patient units
heart-monitoring (telemetry) units
testing (diagnostic) and treatment rooms
clinical labs
any area where equipment is used to
diagnose or treat patients
In restricted areas, your wireless devices must
be switched to OFF. Staff may use special
cell phones to contact each other. These cell
phones are safe for use in restricted areas.
Patients and visitors may use cell phones and
other wireless devices only in these areas:
waiting areas
cafeteria
common areas not posted as restricted,
such as lobbies and hallways
You may not use wireless devices anywhere
in the hospital to photograph, film, or record
without approval by hospital management.
Chaplains
Chaplains of the Protestant, Catholic, and
Jewish faiths are available at the hospital.
You can arrange for a visit or ask about reli-
gious services by calling the following numbers: 5
U P M C S