Patient Information

For your convenience, patient information is organized as frequently-asked questions under four headings: overnight stays, outpatient testing, day surgery, and emergency department.

Frequently asked questions about overnight stays:

Frequently asked questions about outpatient testing:

Frequently asked questions about day surgery:

Frequently asked questions about the emergency department:

What is the admitting procedure and patient guidelines?
The admitting central registration department is open Monday through Friday 6:30 a.m. to 6:30 p.m. and Saturdays 6:30 a.m. to 3:30 p.m. On Sundays, holidays and after hours, patients need to report to the emergency department registration, which is open 24 hours.

During the registration process, each patient or the next of kin is required to sign a health care consent form. The form covers consent to treat, responsibility for payment, assignment of benefits, release of medical information, independent physician services and declares that the hospital is not responsible for patient valuables.

It is the patient’s responsibility to contact their insurance carrier to confirm the type of coverage that the policy provides and to notify the insurance carrier of the admission in order to obtain preadmission certification. In cases where the patient or next of kin are unable to contact the insurance company for preadmission certification, the admitting registrar will contact the insurance carrier for admission authorization, as a courtesy and to ensure timely notification. All non-covered hospital charges, including co-payments and deductibles, are payable at time of discharge.

You should bring the following information with you:

• Insurance card, referral or precertification form or authorization number.
• Any written orders or paperwork the physician may have given you.
• Test orders must include a valid diagnosis.

Smoke-free hospital—We care for the health of our patients and visitors and that is the reason Advocate Trinity Hospital maintains a smoke-free environment for all patients, visitors and associates. Thank you for not smoking. If you do smoke, there are two smoking huts located on the north side of the hospital.

Cellular phones—The use of cellular phones is not allowed anywhere in or around Advocate Trinity Hospital due to potential interference with high-tech medical equipment. For the health of our patients, please turn off your cellular phone before you enter the hospital.

What should I bring with me?
Clothing and valuables
We want you to be as comfortable as possible during your stay, so we remind you to bring your robe, slippers and a gown or pajamas. If you do not want to bring your own toiletries, the hospital can provide a small kit that includes a toothbrush, toothpaste, soap, deodorant, body lotion and tissues for a small fee.

Besides those items listed above, patients only should bring what is needed during their hospital stay. We cannot accept responsibility for personal belongings. In addition, for your safety and that of other patients, please do not bring electrical grooming aids of any kind.

We know your valuables are precious to you. Therefore, we suggest that you leave them at home. In an emergency, if you do have valuables with you, please send them home with a family member or friend for safekeeping. If you do have valuables when you enter the hospital, tell your nurse, who will ask the security department to put your items in the hospital safe until you can make other arrangements. Valuables can be picked up at the cashier weekdays 9 a.m. to 5:30 p.m. or 9 a.m. to 3 p.m. on weekends and holidays.

How do I prepare for surgery?
Your doctor/surgeon will schedule you for surgery and explain all of the risks, benefits and alternative treatments available. You will be required (in most cases) to fast after midnight. Your family may visit you in your room before you are taken to the surgical suite.

Anesthesia: The anesthesiologist will visit you prior to going to the operating room. The anesthesiologist will ask you a variety of questions relating to your health history and will determine the mode of anesthesia that you will be receiving (i.e., general, spinal, etc.). The anesthesiologist will also discuss different types of medication used for pain following your surgery.

Surgery: On the morning of surgery, a transporter will come to pick you up and escort you to the operating room. The transporter will show your family members where to go on the morning of surgery. Family members should register with a volunteer at the desk in the family waiting area. They may watch television, read or visit one of the gift shops while they wait.

Family waiting area: Following the completion of your surgical procedure, the surgeon will come to the family waiting area and talk to your family. A volunteer will inform your family when you are taken to the recovery room and when you return to your own room.

Recovery room: Following surgery, you will be transported to the recovery room until you are fully awake, oriented, vital signs are stable and postoperative pain is under control. Your family will be kept informed of how long you will be in recovery and when you will be transported to a floor.

What are the food service options?
If you would like to have a meal with your visitor, you may request a guest meal tray from the nursing staff. There is a nominal charge for this service. Our café, Light on the Hill, is located on the first floor of the main building and serves a variety of hot and cold foods and beverages. The café is open seven days a week from 6:30 a.m. to 6:30 p.m. and 2:00 a.m. to 3:30 a.m. In addition, vending machines serving snacks and beverages are located in the café and on 3 north.

What are the amenities and conveniences such as television, phone and ATM?
Telephones: Guests in general patient rooms have a telephone at their bedside. Follow the instructions on your phone for easy one-touch dialing both inside and outside of the hospital. See the patient handbook for additional calling instructions. Patients are able to receive phone calls from 7 a.m. to 10 p.m. After 10 p.m., patients cannot receive incoming calls.

Notary Public:Notary publics are available at the hospital. If you need this service, contact any associate to assist you.

Cashier: The cashier is located on the first floor, just off the main lobby near the admitting department.

Hours:

ATM: A Cash Station™ automatic teller machine (ATM) is located just off the hospital’s main lobby near the passage to the Professional Office Building walkway.

Change Machine: If you need change for a $1 or $5 bill, you may use the change machines located in the café or in the emergency department on the first floor of the hospital.

Gifts: The Oak Tree Gift Shop is located in the hospital’s main lobby. It carries an array of interesting gift items including Beanie Babies, books, magazines, greeting cards, snacks, candy, gum, stationery, toiletries, fresh and silk flower arrangements, balloon bouquets, baby gifts, children’s clothes, nightgowns, slippers, robes, personal care items, plush animals and much more.

Hours:

Newspapers: Newspapers are available in coin-operated machines in the hospital’s main lobby, near the emergency department and in front of the Professional Office Building.

Where do I park?
Free parking is available for patients and visitors in the main parking lot directly across from the hospital, just east of the Professional Office Building on 93rd Street, and on the corner of 93rd Street and Crandon Avenue. This convenient lot provides secured parking 24 hours a day, seven days a week. For emergency department patients and visitors, there are parking lots conveniently located on 92nd Place across from the emergency entrance and just west of the emergency department. A public safety associate is available to escort visitors to their cars if requested. To reach a public safety associate, dial ext. 3333.

What types of spiritual care services are available?
A chapel is located off the hospital’s main lobby, our chapel is open 24 hours a day for anyone seeking a quiet place to meditate or pray. The chapel also is used for occasions of formal worship and memorials led by the chaplains.

Because your spiritual needs are important to your recovery, our professionally trained chaplains who represent all faiths, are a vital part of our healing team. They are available 24 hours a day for pastoral care, counseling and sacraments. They also assist with ethical concerns, Living Wills and Durable Power of Attorney for Health Care. To see a chaplain, call the hospital operator or ask an associate to page the chaplain on duty.

What services are available for people with special needs?
Auxiliary aids and interpreters are available to patients and family members who are hearing impaired or who do not speak English or have limited English skills. If you require an interpreter or auxiliary aids, ask any associate to secure an interpreter for you.

Senior Advocate: Senior Advocate is a special program of services and benefits to promote a healthy and independent lifestyle for people 65 and older. Exercise programs, monthly breakfast talks and free health screenings are available for members of Senior Advocate. To become a Senior Advocate member, call 1-800-3-ADVOCATE (1-800-323-8622).

Support Groups: There are many support groups available at Trinity Hospital, including those listed below. For more information, 1-800-3-ADVOCATE (1-800-323-8622) or click here.

• Alcoholics Anonymous
• Asthma
• Breast Cancer
• Cardiac Rehabilitation
• Congestive Heart Failure
• Diabetes
• Grieving
• Nutritional Support
• Perinatal Loss

What are advance directives such as a living will or do not resuscitate order?
Advance Directives
Advance directives are legal documents that enable you to specify what forms of treatment you want performed or withheld should you become unable to make or communicate these decisions on your own. Trinity Hospital’s Mission and Spiritual Care or Continuity of Care departments will be happy to explain advance directives—Living Wills or Durable Powers of Attorney for Health Care—and answer questions you may have.

In addition, in compliance with the Patient Self-Determination Act, Trinity Hospital will provide adult patients a written summary statement of:

• The Illinois law on advance directives (Living Will and Durable Power of Attorney for Health Care);
• The Illinois law regarding patients’ rights to make decisions concerning their medical care; and
• Trinity Hospital’s policy regarding advance directives.

A surrogate decision maker may be found for any patient who lacks decisional capacity, even if the patient does not have a ’qualifying condition.“ A qualifying condition is defined in Illinois law as a terminal condition, permanent unconsciousness, or an incurable or irreversible condition. No life-sustaining treatment may be removed unless a patient has a qualifying condition.

Individuals needing mental health treatment may declare in writing their preferences or instructions, including electroconvulsive treatment (ECT), the use of psychotropic medicine, and admission to a mental health facility. The individual may also designate an attorney-in-fact to make future mental health decisions on their behalf.

You should complete these statements upon admission. If you have any questions concerning advance directives, your primary care nurse can direct you to the appropriate resources, or you can call the chaplain at 773-967-5184.

Do-not-resuscitate order
You also may ask your doctor about a do-not-resuscitate order (DNR order). A DNR order means that cardiopulmonary resuscitation (CPR) will not be started if your heart stops. You and your doctor may decide together that your doctor should write a DNR order into your medical chart. If you have an accident, such as choking on food, the DNR order still allows health care workers to give the Heimlich maneuver or take other appropriate action.

What are my rights and responsibilities as a patient?
It is your right as an Advocate patient:

1. To be informed of your rights and to participate in the development and implementation of your plan of care.
2. To receive care without regard to your race, color, national origin, religion, age, gender, ability or disability, or life style.
3. To request and receive care which respects your individual cultural, spiritual and social values.
4. To receive care which is free of verbal, physical, psychological abuse or harassment which promotes your dignity, privacy, safety and comfort, and which promotes optimal management of pain.
5. To be informed that relief of pain is an important part of your care. To receive information about options to reduce, control or relieve pain. To have pain effectively managed.
6. To be free from any form of restraint or seclusion that is not medically necessary or used as a means of coercion, discipline, convenience or retaliation by staff. A restraint or seclusion may only be used to improve your well being or protect you from harm, and when you or your family have been informed.
7. To expect that efforts will be made to provide you continuous, coordinated, and appropriate care during and after your hospitalization.
8. To be informed of your health status, including the nature of your illness and treatment options, including potential risks, benefits, alternatives and costs, and to participate fully in your health care decisions.
9. To expect that we will communicate with you in a manner that you can understand.
10. To make decisions regarding your care by being involved in your care planning and treatment. This includes making informed decisions regarding your care, as well as a right to accept or refuse recommended tests or treatments, or to request treatment.
11. To formulate advance directives, such as a living will or power of attorney for health care, and to expect that your advance directives will be followed when applicable.
12. To expect that appropriate surrogate decision-makers will be sought in case you lack decision-making ability and have no advance directive.
13. To receive information about and access to protective and advocacy services when they are an appropriate option.
14. To raise ethical issues concerning your care with your care providers and/or the ethics committee, and to participate in the resolution of those issues.
15. To have reasonable access to visitors and unrestricted communications by mail and telephone unless you have been informed that there are sound medical or institutional reasons to restrict such access.
16. To be informed of any proposed research or experimental treatment that may be considered in your care, and to consent or refuse to participate.
17. To express complaints or grievances concerning the quality of care or service and to voice them without fear of discrimination or reprisal, and to receive a prompt and courteous written response to your concerns. You will be provided with information as to how to file a complaint or grievance.
18. To be allowed access to information contained in your clinical records within a reasonable time of your request for them.
19. To request and receive information regarding the charges for any treatment, and to receive an explanation of your bill upon request.
20. To have a family member or representative of your choice, and your physician, promptly notified of your admission to the hospital.
21. To have personal privacy, including confidentiality of your clinical record and to be assured that medical and personal information will be handled in a confidential manner.
22. To receive care in a safe setting and environment.

It is your responsibility as an Advocate patient:

1. To provide all personal and family health information needed to provide you with appropriate care.
2. To participate to the best of your ability in making decisions about your medical treatment, and to comply with the agreed upon plan of care.
3. To ask questions of your physician or other care providers when you do not understand any information or instructions.
4. To inform your physician or other care provider if you desire a transfer of care to another physician, caregiver, or facility.
5. To be considerate of others receiving and providing care.
6. To observe facility policies and procedures, including those regarding smoking, noise, and number of visitors.
7. To accept financial responsibility for health care services and to work cooperatively with Advocate to resolve financial obligations.

What do I need to know when I leave the hospital?
Social workers are available to assist you with planning your care after you leave the hospital. This department provides patients and their families with guidance for nursing home placement, home care, financial resources and referral information. A social worker is assigned to each patient floor. Ask your nurse to contact one so they can have everything ready for your return home.

What if I have questions about my insurance or bill?
While you are at Advocate Trinity Hospital, we want you to concentrate on your health. But we know you also are concerned about the financial aspects of your hospitalization since the ultimate responsibility for payment of your hospital bill rests with you or your guardian.

Please remember that many employers, insurance companies and HMOs require notification by the patient, family member or doctor prior to admission. If arrangements are not made in advance, your medical benefits could be jeopardized or your insurance company could refuse to pay your bill. For your own protection, please check with your benefits provider to see if you need to follow any special rules.

Your insurance company will probably pay all or some of your bill. Whatever your insurance company does not pay is your responsibility. This amount is payable at the time of discharge. Major credit cards are accepted methods of payment for your portion of the bill.

For those services for which insurance is accepted, you must authorize your insurance company to make payment on your behalf directly to the hospital. You need to sign a special form that allows us to bill your insurance company and authorizes that payment be made directly to the hospital. Without this signed form, we will be unable to process your claim.

After we bill your insurance company, you will receive a summary bill showing the total charge for your hospitalization. This bill also will indicate any payments made at the time of discharge.

If you need any information or have questions regarding your bill, credit counselors are available in the business office to discuss your concerns. Our credit counselors may be reached by dialing 773-967-4755.

Who do I call with a complaint or concern?
Advocate Trinity Hospital is committed to meeting our customers’ needs. However, occasionally, differences may arise. Attempts to resolve concerns will be made at several levels (associate, manager/director, administration) but the grievance process is available to patients to resolve their concerns.

A grievance is a complaint about any condition of service rendered to a patient that they believe to be unjust or inequitable. This complaint has been unresolved at the associate and manager levels.

If a leadership team member fails to provide an acceptable response to a patient’s complaint, the patient should be reminded of the Patient Grievance Process. The leadership team or patient should contact the patient representative. The patient representative attempts to resolve the issue. If unable to do that, the patient representative is responsible for calling the Grievance Panel together within five working days.

The Patient Grievance panel consists of three members:

1. Executive team member
2. Governing council member (Facilitator)
3. Ethics committee member

Each member of the grievance committee is responsible for reviewing all of the evidence available, and helping to arrive at a fair and just decision.

The Patient Grievance panel will listen to the concerns of the patient and attempt to develop a mutually acceptable resolution within five days of the meeting.

The patient representative will work with the governing council member to notify the patient in writing of the resolution of the complaint.

Where do I register?
The outpatient registration area is located on the main floor of Trinity hospital adjacent to the front lobby information desk. This registration area accommodates all outpatient services such as radiology, lab, EKG, nuclear medicine, physical therapy and the ambulatory care center. Patients should enter through the main hospital entrance.

Upon arrival, patients will need to stop at the registration reception desk where they will be asked to present their physician order and provide their name to the receptionist. When a registrar becomes available the patient will be escorted and introduced to the registrar who will complete the registration. The patient will need to bring their insurance card, picture ID, physician order and/or referral with a valid diagnosis and name of the test to be performed. Patients that have a scheduled test or procedure will receive priority.

During the registration process, the registrar will verify your name, address and insurance information to ensure that your personal information is accurate and that your bill is submitted to the proper insurance payer. If you are a Medicare patient, we are required by law to ask you a series of questions. You will also be asked to sign a health care consent form. Upon completion of your registration you will be directed and in special need cases escorted to your point of service.

Hours of operation:

Please Note: Patients who require emergency services on Sunday, holidays or after hours may report to the emergency department registration area to be served.

What do I need to know before my day surgery?
The evening prior to surgery, do not have anything to eat or drink after midnight. If you have medications for your heart or to control your blood pressure, you should take them as prescribed by your physician with only a very small amount of water. Medications for asthma should be taken as prescribed by your physician and you also should bring your inhaler to the hospital with you. If you take insulin, do not take it the morning of surgery, except at the specific instruction of the anesthesiologist or your physician. Any oral diabetic medications should not be taken the day of surgery. Remember to either bring your medications in their original containers with you to the hospital or a written list of them.

The evening before surgery, between the hours of 4 and 9 p.m., a nurse will call you to give you preoperative instructions and to inform you of the time you are to arrive at the admitting office for registration. If you have seen or spoken with a doctor or nurse prior to the preoperatve phone call, please follow the instructions given to you regarding your medications and other instructions. If you have NOT been contacted by Advocate Trinity Hospital by 9 p.m. the evening before surgery, please call the hospital supervisor at 773-967-2000 to obtain instructions.

The day of surgery, please report to the admitting office for registration at the designated time. Please leave valuables, such as money, credit cards, check books and jewelry at home. If you are going home the same day of surgery, please make arrangements for transportation home. You must have a responsible adult accompany you home. We recommend that you do not operate a motor vehicle on the day of surgery. Please wear loose, comfortable clothing. If you have other medical questions or concerns, please speak with your doctor or call the surgery screening nurse at 773-967-5543, Mondays through Fridays 9 a.m. to 5:30 p.m.

What is the scope of services in the emergency department?
At Advocate Trinity Hospital, we believe that better health care begins with listening. Our state-of-the-art emergency department enables our skilled, experienced staff to deliver treatment that is more timely, private, comfortable and convenient for our patients.

There are 16 rooms, instead of curtained cubicles, to protect patient privacy. These rooms include:

• Critical treatment rooms for immediate, life-threatening condition, with high-tech equipment and improved patient monitoring.
• Private emergency treatment rooms for patients needing urgent but non life-threatening care.
• Special examination/consultation rooms with private bathrooms for those who need urgent care, focusing on women with obstetrical/gynecological problems or abdominal pain.

Who do I call with a complaint or concern?
Advocate Trinity Hospital is committed to meeting our customers’ needs. However, occasionally, differences may arise. Attempts to resolve concerns will be made at several levels (associate, manager/director, administration) but the grievance process is available to patients to resolve their concerns.

A grievance is a complaint about any condition of service rendered to a patient that they believe to be unjust or inequitable. This complaint has been unresolved at the associate and manager levels.

If a leadership team member fails to provide an acceptable response to a patient’s complaint, the patient should be reminded of the Patient Grievance Process. The leadership team or patient should contact the patient representative. The patient representative attempts to resolve the issue. If unable to do that, the patient representative is responsible for calling the Grievance Panel together within five working days.

The Patient Grievance panel consists of three members:

1. Executive team member
2. Governing council member (Facilitator)
3. Ethics committee member

Each member of the grievance committee is responsible for reviewing all of the evidence available, and helping to arrive at a fair and just decision.

The Patient Grievance panel will listen to the concerns of the patient and attempt to develop a mutually acceptable resolution within five days of the meeting.

The patient representative will work with the governing council member to notify the patient in writing of the resolution of the complaint.