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A patient-friendly guide to the hospital.

About your stay.


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Welcome. On behalf of Presence Saint Francis Hospital, I’d like to welcome you and thank you for entrusting us with your care. We are dedicated to doing everything we can to make your stay with us as comfortable as possible. Presence Saint Francis Hospital is an award-winning, full service Level I Trauma Center specializing in emergency and cardiac care and is the only accredited Chest Pain Center on Chicago’s North Shore. Our more than 400 physicians have a rich history of providing top quality care using leading-edge technologies and we are a designated Magnet Hospital for nursing excellence, a distinction achieved by only seven percent of U.S. hospitals. We are pleased to be your community hospital and deeply proud of our world-class team of health care professionals. Together, we continually strive to exceed your expectations with innovative, compassionate care. Should you need assistance of any sort, please do not hesitate to ask.

Jeffrey Murphy President and Chief Executive Officer


What’s inside. Visiting hours, Free parking

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Your care. Nursing care, Your doctors, Medication

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Hand washing, Coughs and sneezes

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Easing your pain, Your meals, Teaching institution

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Caring for the spirit, eICUÂŽ Electronic Intensive Care Units

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Our services. Making phone calls

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Free Wi-Fi, TV and radio, Accessibility for those with disabilities, Language assistance

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Staying safe, Protect your valuables, Getting mail and flowers, Lost and found

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Cafeteria, Vending machines, Gift shop, Notary services, Advance directives, presencehealth.org/stfrancis

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Financial services. Insurance, Billing

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Leaving the hospital. Discharge planning, Discharge day, Outpatient Pharmacy, Providing a complete spectrum of care, Home Health Services and Home Medical Equipment, Hospital-based Aftercare

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Nursing and Rehabilitation Centers, Retirement Communities, Long-term Hospital Care, Wound Care, Hospice Services

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Patient rights and responsibilities.

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Patient self determination act.

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After your stay. We welcome your feedback, Get involved, Make a donation

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Call us.

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For more information.

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Visitors. At Presence Saint Francis Hospital, we recognize that loved ones are an important part of your healing team. We encourage you to have your family and close friends visit at any time. And, if you desire quiet or feel the need to rest, don’t hesitate to ask your loved ones to wait in the family waiting areas or return to the hospital at another time. If you are on a specialty unit like Intensive Care, Surgical Intensive Care, Cardiac Care or the Family Birthplace, please check with your nurse for special instructions regarding visitation. Please do not visit if you have a cough, cold or any illness that might compromise the health and well-being of others.

Free parking Your guests and family may park for free in the hospital parking garage or any of the parking lots on the hospital campus—all day, every day. If you wish to leave your car in the hospital parking garage during your hospital stay, please inform Security at x1111. Presence Saint Francis Hospital is a smoke-free campus.


Your care. Nursing care At Presence Saint Francis Hospital, an interdisciplinary professional team of clinical specialists is focused on helping you heal—24-hours a day. An RN, or Registered Nurse, will coordinate your care plan based on your medical needs as determined by your doctor. Your nurse and other health care professionals work closely with you and your family on all issues related to your health and well-being. You can rest assured you will receive outstanding nursing care. Presence Saint Francis Hospital has received Magnet status, the highest recognition given for nursing excellence. This status, awarded by the American Nurses Credentialing Center, recognizes our nursing staff for overall excellence and for providing the very best care to patients.

Your doctors Your personal doctor is referred to as your attending physician. He or she will work with you to make sure that you get excellent care and treatment. Should you need specialized care, Presence Saint Francis Hospital has more than 400 highly qualified physicians, including hospitalists and residents, in more than 60 specialties on staff.

Medication During your stay, the nursing staff will administer your medications as prescribed by your physician, unless otherwise directed. For your safety, medications brought from home are discouraged and can only be used under the direction of your physician. Should you have medications outside of those prescribed by your Presence Saint Francis Hospital physician, please send them home with a loved one or guardian. Inform your nurse of your prescription needs and he or she will work with your physician to provide them for you.

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Your care. (cont’d) At Presence Saint Francis Hospital, we recognize you and your family as partners in your care. We promote an environment of trust in which patients and their families feel respected as individuals… valued, heard, confident, safe and in control.

Hand washing Hand hygiene is the single most important way to prevent the spread of infection inside a hospital or anywhere else. At the hospital, you may notice members of your care team washing their hands and changing their examination gloves frequently. If you are ever less than confident about whether someone’s hands are clean—whether it’s your physician, a Presence Saint Francis Hospital employee or one of your visitors— feel free to ask them to wash their hands and change their gloves. We want you to be assured that every one of us is doing all that we can to provide a clean and safe environment for your recovery.

Coughs and sneezes After hand washing (see above), the next most important way to prevent the spread of infection is covering your mouth and nose when you cough or sneeze. When someone coughs or sneezes, the germs can travel three feet or more. Therefore, please cover your mouth and nose when you cough and remind others to do the same. +U  se a tissue. Be sure to throw away used tissues and clean your hands after coughing or sneezing. + I f you cannot reach a tissue, cover your mouth and nose with the bend of your elbow or with your hands. If you use your hands, please clean them right away. Ask your nurse for help.

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Easing your pain We believe that pain is an individual, subjective experience and can vary, sometimes within the same person, from one episode to the next. We appreciate your unique experience of pain and recognize that all patients have the right to receive maximum pain relief. We will ask you frequently about your level of comfort and will make every effort to take excellent care of your needs.

Your meals A daily menu is delivered to you and collected by a dietary hostess who will help you with menu selections and any other food-related needs. The Food and Nutrition Services Department works with your doctor to provide nutritious meals best suited for your individual dietary needs. Certain foods may be excluded from your menu in accordance with the restrictions of your diet. Registered dietitians are available to answer any questions. Specialized meals, such as kosher and vegetarian, are available upon request. If you encounter a problem with your food or have a compliment to share, please let your dietary hostess know.

Teaching institution Presence Saint Francis Hospital is an exceptional teaching institution affiliated with the University of Illinois. You may be visited by residents, also known as house staff, who are licensed physicians that have graduated from medical school and are training to become specialty doctors. Our residents are supervised closely by attending physicians, in other words, doctors on our medical staff. You may also be visited by nursing, physical therapy and other medical students as well as students training to become physician assistants who work with our residents and attending physicians.

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Your care. (cont’d) Caring for the spirit To support all of your spiritual needs and promote healing, a chaplain, rabbi and priest are all available for visits during daytime hours and to assist with emergency needs 24 hours a day. Our spiritual services staff offer compassionate listening and companionship for patients and families, regardless of your faith community. If you would like a visit from a chaplain, rabbi or priest, ask your nurse to page the chaplain or use your room phone to call Spiritual Services at x6293. Pastors, clergy and other visitors from the patient’s faith community are also welcome. Presence Saint Francis Hospital offers a beautiful chapel as well as a meditation/prayer room. They are both open 24 hours a day and all are welcome. Both are located on the first floor near Elevator A. Roman Catholic Mass is offered at noon in the chapel Sunday through Friday. There is no Mass on Saturday. Mass is shown live via closed circuit television on Channel 10. Other devotional and inspirational programs are available around-the-clock on Channel 10. Eucharistic ministers are available to bring Holy Communion. Please contact your nurse. Shabbat candles are available for your use. On Friday, Spiritual Services delivers challah and grape juice. They also provide kosher meals for patients who follow the dietary laws. Kosher food options are always available in the cafeteria or vending area.

Electronic Intensive Care Units (eICU®) To ensure the best possible outcomes for seriously ill patients, all of our intensive care rooms are equipped with eICU—a high tech telemedicine, video and audio monitoring system. With eICU, patients have the comfort of knowing their condition is being carefully watched by an expert bedside team, while simultaneously being remotely monitored by critical care doctors and nurses. The eICU program is designed to enhance, not replace, the bedside care and human touch provided by our critical care staff.

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Our services. Making phone calls To encourage you to stay in touch with family and friends, there is no charge for local phone calls within area codes 847, 773, 630, 708, 312 and 224. To place a call outside the hospital from your bedside telephone: Dial 9 + 1 + area code and number When calling outside the free local area, the outside operator will ask you how you wish to be billed for the call. Charges may be billed to your home phone or to your telephone credit card. You may also make collect calls. For hearing and speech impaired patients Please contact your nurse for a TDD (Telecommunications Device for the Deaf). Do Not Disturb feature If you do not wish to receive calls, you may activate the Do Not Disturb feature by dialing “0” for the operator. Callers will receive the message: “The patient you are trying to reach has requested no calls at this time. Please try your call later or contact the nursing station for further information.” Please contact the operator to deactivate this feature. Cell phones Use is permitted in patient rooms and throughout the hospital. For privacy and comfort, please be courteous when using your mobile phone.

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Our services. (cont’d) Free wi-fi The Presence Guest Network lets you stay connected during your stay through complimentary Wi-Fi access. Guests can browse the web, check email, update their social network sites and send or receive pictures and instant messages. For additional information, contact your nurse.

TV and radio Presence Saint Francis Hospital offers cable television throughout the hospital. For your enjoyment, each patient room has a TV with a range of cable channels available. A channel guide is available on Channel 1. For your safety and in accordance with government regulation, no personal television sets, radios or CB radios may be used in the hospital. Only battery-operated radios are permitted. Closed captioning is available for the deaf/hearing impaired. Please contact your nurse for this service.

Accessibility for those with disabilities Presence Saint Francis Hospital offers a variety of services for disabled patients and visitors: +T  hroughout the hospital, accommodations have been made for those with physical disabilities—doorways usable for those in wheelchairs, handrails in strategic locations, specially-equipped bathroom facilities and many more + Information written in Braille on elevators +C  losed caption TV +T  DDs (Telecommunications Devices for the Deaf)

Language assistance If you are more comfortable speaking in a language other than English, interpreter services are available within minutes. Ask your nurse for a dual handset phone to be installed in your room. Two handsets are built into a single phone, enabling two-way conversations with medical interpreters in 180 languages 24 hours a day. Translation services for the deaf are also available.

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Staying safe We have put safety procedures in place to protect your health and well-being, and to ensure the best possible outcomes for you. Safety tips We want you to have a quick and safe recovery. Keep the following safety tips in mind: +D  o not get in or out of a wheelchair without help. +W  ear slippers with sturdy soles when walking. +B  edrails may be used for your protection. +K  eep a list of your medications and dosages, and update your list if it changes. +K  eep a list of any operations you’ve had, along with dates. +T  ell your doctor if you have allergies. +A  sk questions if you don’t understand what a doctor or nurse is telling you. +W  ash your hands frequently and ask others to do so too. +M  ake sure your family has your doctor’s name and phone number.

Protect your valuables Please contact your nurse to make arrangements with our Security Department to secure your valuables. Presence Saint Francis Hospital cannot accept responsibility for the loss of your valuables. If you were admitted through the Emergency Department, we recommend that your valuables be sent home. If you were not accompanied by a family member on admission, your valuables will be recorded and sent to the Security Department for safekeeping. You will be given a claim number for the return of your possessions. You may request your valuables at any time of day or night. Your clothing is sent with you to your room.

Getting mail and flowers Patient mail and flowers are delivered daily Monday through Friday. Please note that, for your safety, flowers and plants are not allowed in Critical Care Units. Mail received after hospital discharge will be forwarded to the patient’s home.

Lost and found Lost and found items are turned in to the Security Department and retained for 30 days. To inquire about lost and found items, please call Security at x1111.

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Our services. (cont’d) Cafeteria Visitors are welcome to relax and enjoy our cafeteria, located on the first floor of the hospital. Hours

B  reakfast: 7 - 10 a.m. (Hot food served until 9:30 a.m.) Lunch: 11 a.m. - 3 p.m. (Hot food served until 1:30 p.m.) Dinner: 4 - 6:30 p.m. (Hot food served until 6:30 p.m.) Closed from 10 - 11 a.m. and from 3 - 4 p.m. Please use the vending machines during these times.

Vending machines Vending machines are located on the first floor in the vendette around the corner from the cafeteria. Open 24 hours a day, a variety of freshly stocked food and beverages are available. A change machine is also provided.

Gift shop The Misericordia Heartstrings Gift Shop, located near the front entrance of the hospital, offers a wide variety of merchandise, newspapers, gift items, clothing and flowers. The shop is open Monday through Friday from 8:30 a.m. to 5 p.m. Proceeds benefit individuals with developmental disabilities who are residents of Misericordia Heart of Mercy, 6300 Ridge Avenue, Chicago. Phone orders are welcome by calling x6269. Delivery will be made to your room, usually within 15 minutes of your order. Visa, MasterCard and Discover are accepted.

Notary services For the services of a notary public, please contact the nurse manager for your unit.

Advance directives If you or a loved one have concerns or questions regarding end-oflife care, Advance Directives or other ethical issues, have your nurse contact a chaplain or clinical ethicist for a consultation.

presencehealth.org/stfrancis Our website offers a variety of information along with an extensive health library to help keep you informed and healthy. An in-depth listing of Presence Saint Francis Hospital’s Patient Care Services is available online.

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Financial services. Insurance It is important to notify your insurance company concerning your hospital admission. Failure to do so may reduce your benefits. Upon admittance, all patients will be asked to sign an Assignment of Benefits form that we will use to request payment from your insurance company. Patients who are uninsured or fail to provide the hospital with complete, current insurance information at the time of service are responsible for all charges. Presence Saint Francis Hospital offers financial assistance and charity care to qualified residents of the community. To learn more about financial assistance programs or if you have questions about your bill, please contact Patient Financial Services at 847.316.2778.

Billing Your daily hospital room charge includes 24-hour nursing care and extensive behind-the-scenes support services. Your hospital bill will not include certain fees, including those from the following: +Y  our physician +Y  our surgeon +E  mergency Department physicians +A  nesthesiologists +P  athologists + I nterpretation of x-rays +C  onsultations ordered by your physician

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Leaving the hospital. Discharge planning From the time you are admitted to the hospital, we are working towards the goal of returning you to your home with the services you require for a successful recovery. Your case manager or social worker has extensive knowledge of health care and community resources to aid with your transition back home or to assist in transfers to rehabilitation facilities, nursing homes or extended care facilities.

Discharge day Patients will be discharged with a doctor’s order. Your nurse will go over your discharge instructions and make sure you thoroughly understand all of the information. This is a good time to ask any questions.

Outpatient Pharmacy If you would like to have your prescriptions filled prior to leaving, the Outpatient Pharmacy is located on the first floor of the West Tower of Presence Saint Francis Hospital’s physician office building, 800 Austin Street. The pharmacy may be reached by calling x2677. Hours Monday – Friday 9 a.m. to 12:30 p.m. and 1 p.m. to 5 p.m. Closed Saturday, Sunday and holidays

Providing a complete spectrum of care Presence Health offers a complete spectrum of care options to give you and your family every opportunity to continue your recovery and healing after you leave Presence Saint Francis Hospital. Whether you need a little assistance at home or full-time skilled nursing care, we can accommodate you. Services provided:

Home Health Services and Home Medical Equipment Call 877.742.7447 for home health and home medical equipment information.

Hospital-based Aftercare Several Presence Health hospitals offer this service. Please call 877.737.INFO (877.737.4636) for more information.

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Nursing and Rehabilitation Centers Presence Health’s Nursing and Rehabilitation Centers provide high quality, compassionate nursing, rehabilitative and spiritual care. In a warm, caring atmosphere to promote maximum independence, we offer skilled nursing, subacute and intermediate care, physical and occupational therapy, as well as pain management and Alzheimer’s care. Call 877.737.4636 for information.

Retirement Communities: Independent and Assisted Living Presence Health offers beautiful retirement communities for independent seniors as well as for those who need assistance with daily activities, but do not need ongoing nursing care. Studio, one- and two-bedroom apartments, planned activities, transportation, meals, shopping, spiritual and on-site banking services are available. Call 877.737.4636 for information.

Long-term Hospital Care Our Long-term Acute Care Hospital at Presence Holy Family Medical Center in Des Plaines offers comprehensive care for patients with medically complex conditions. Call 847.685.9900 for information.

Wound Care Our Wound Healing Center successfully treats chronic and complex wounds with state-of-the-art, individualized care from a multidisciplinary team of experts. Call 847.316.HEAL (4325) for information.

Hospice Services Call 847.685.9900 for information. Services provided by Rainbow Hospice and Palliative Care.

If you need assistance choosing care, talk to your discharge planner at the hospital or call 877. 737. INFO (877.737.4636). Visit presencehealth.org to learn more about these facilities and services.

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Patient rights and responsibilities. As a patient, you are afforded impartial access to available and medically necessary treatment and accommodations regardless of sex, race, color, marital status, religion, sexual orientation, national origin, age, military status, ethnicity, ability to pay or handicap. Presence Health and its facilities subscribe to the following Patient Rights and Responsibilities that reflect our Core Values and Mission as institutions promoting God’s healing presence.

You have the right to +h  ave a family member or other person and your own physician notified of your admission. +k  now the identity and professional status of all individuals providing service to you, or reasons for any proposed change in the professional staff responsible for care or services. +b  e informed of your rights regarding the nature of your condition, proposed treatment, procedures and prognosis in terms you understand, in advance of furnishing or discontinuing care whenever possible. +h  elp plan, develop and make decisions regarding the administration and/or participation in your health care, including the right to designate a representative to make health care decisions on your behalf when incapable of doing so without coercion, discrimination or retribution. +h  ave access to an interpreter. +h  ave privacy in treatment. +h  ave personal privacy, whether occupying a single or double bedroom and have a safe environment, free from harassment and abuse. +e  xpect confidentiality regarding your records, condition and treatment; have access to your medical records in keeping with the facility policy; have them explained to you. + r eceive considerate and respectful care at all times and under all circumstances. +h  ave your pain assessed and treated appropriately. + r eceive assistance from our Spiritual Services staff to help fulfill your spiritual needs.

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You have the right to + c onsult with another physician or specialist at your request. +b  e notified if this facility does not provide a needed service and be educated about alternatives should you require transfer to another facility. +e  xamine and receive an explanation about your bill, regardless of source of payment. +h  ave an Advanced Directive (such as living will, health care proxy or durable power of attorney for health care) concerning treatments or designating a surrogate decision maker, with the expectation that the facility will honor the intent of that directive to the extent permitted by law and facility policy. + r eceive information regarding and/or requesting specific treatment(s) that is medically necessary and appropriate; know the reasons for transfer within/outside the facility; and know the relationship of the facility to other persons or organizations participating in the provisions of the care of the patient. +b  e informed, or when appropriate, your family is informed about outcomes of care, including unanticipated outcomes of care by your physician. + r efuse treatment to the extent permitted by law and be informed of the medical consequences of such action. +e  xplore and decide with your physician and health care professionals whether to use life-prolonging procedures. + r eceive information about continuing health care requirements following discharge from this facility. + r eceive information about the facility’s process for the initiation, review and resolution of patient grievances. Presentation of a grievance will not compromise patient care. +b  e free from restraints of any form that are not medically necessary or a means of coercion, discipline, convenience or retaliation by staff. +h  ave unrestricted access to communication, visitors, mail and telephone calls, unless clinically contraindicated. Any restrictions will be fully explained to you. +h  ave your rights protected during research, investigation and clinical trials involving human subjects.

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Patient rights and responsibilities. (cont’d) You have the responsibility to + t ake an active role in your medical treatment. +g  ive information on past illnesses, hospitalizations, medications and any other information relating to your health. + inform the staff of your wishes regarding end of life decisions, (i.e., Advanced Directives). +a  sk questions if instructions and information are not understood. + f ollow instructions and advice offered by staff. + r eport changes in your condition to those responsible for your care. +b  e considerate and respectful of the rights of other patients and staff. +h  onor the confidentiality and privacy of other patients. + f ollow rules outlined by the department in which you are being treated. + c ooperate in planning your discharge. +p  ay your bill for your treatment as soon as possible. No list of patient rights can guarantee for patients the kind of treatment they have a right to expect. The hospital functions as a dynamic expression of the Sisters’ and staff’s healing mission to all of the people that we serve based on our belief in the human dignity of all. All activities in this healing mission are conducted with an overriding concern for the dignity of human life. It is this concern that assures success in defense of the patient’s rights.

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Patient self determination act. Effective December 1, 1991, hospitals are required to inform patients of their rights under state laws to refuse medical care. Hospitals also are required to record at the time of admission whether patients have a Living Will or Durable Power of Attorney for Health Care (Advance Directives). Presence Saint Francis Hospital is a Catholic-sponsored health care facility, dedicated to the care of sick, suffering and dying persons. Respect for life, support of individual dignity and pursuit of patient well-being are values central to our mission. Material, human and spiritual resources are offered for the cure of illness, rehabilitation from injury and relief of suffering. Special assistance is offered to dying persons to enable them to live the end of their lives in a responsible, comfortable and dignified manner. Presence Saint Francis Hospital honors and complies with Advance Directives and the requirements of Illinois law regarding an individual’s right to make medical care decisions. If a medical care decision cannot be complied with for ethical, religious or moral reasons, Presence Saint Francis Hospital will assist the patient and family in finding alternative providers who will care for the patient as he or she has directed. Living Will and Durable Power of Attorney for Health Care forms can be obtained from Spiritual Services. Please call x6293 or ask your nurse for assistance.

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After your stay. We welcome your feedback We are committed to making sure that we provide you excellent care and service, and we would appreciate knowing when we have exceeded your expectations. Compliments are shared with the staff and posted, as appropriate, to recognize individuals. If there is an aspect of your care that you are not satisfied with, please let us know immediately so that we can take the steps to resolve any problems as soon as possible. If you feel a complaint has not been resolved, contact the Director of Performance Distinction at 847.316.6115. At Presence Saint Francis Hospital, we recognize that our patients are our greatest asset, and we are very interested in knowing exactly how you feel about your stay with us. Therefore, we have asked Professional Research Consultants (PRC), a highly respected, independent research firm, to call our patients at home a few weeks after their hospital visit. We ask that you participate in this brief telephone survey to help us improve how we deliver and coordinate care in the future. Your identity will remain strictly confidential.

Get involved By donating your time or your resources to Presence Saint Francis Hospital, you can make a difference in the health of your community. We offer a range of volunteer opportunities. To learn more, call 847.316.2255.

Make a donation Help support outstanding medical care close to home. Honor your favorite caregiver. Your generous gift today will help change how health care is delivered in the communities we have the privilege of serving. To make a financial gift, please contact the Resurrection Development Foundation at giving.reshealth.org or 847.316.2149 or mail your gift to: Resurrection Development Foundation 2900 North Lake Shore Drive Chicago, Illinois 60657

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Call us. Presence Saint Francis Hospital...................................................847.316.4000 Physician Referral Service.................................................................877.737.4636 Admitting and Registration............................................................ 847.316.2200 Gift Shop...................................................................................................... 847.316.6269 Health Information Management................................................847.316.6220 Patient Financial Services..................................................................847.316.2778 Volunteer Office.......................................................................................847.316.2255 Home Health Services..........................................................................877.742.7447 +S  killed and specialized nursing +O  ccupational, physical and speech therapy +M  edical social work +P  harmacy +H  ome infusion services +H  ome health aides +H  ome medical equipment

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For more information. Presence Saint Francis Hospital

Call 877.737.INFO (877.737.4636) Nurse Advice When you have a health question, our experienced nurses will offer a simple solution over the phone or direct you to the right level of care. Physician Referral Whether you’re looking for a primary care physician or a specialty doctor, we’ll refer you to the physician you need. Wellness Classes We offer programs for your health on a wide range of topics— from free screenings to exercise classes.

Visit presencehealth.org/stfrancis Find a Doctor You can search by location, specialty, language, gender, insurance accepted and more. Find a Job Search our extensive job listings and apply online. Location Listings Find out about all of Presence Health’s sites of care and get directions to any of our locations. Wellness Classes Check out our current calendar of wellness classes, screenings and lectures. Services A to Z Scroll through our handy list of services to find the information you need.

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Our Mission Statement Inspired by the healing ministry of Jesus Christ, we Presence Health, a Catholic health system, provide compassionate, holistic care with a spirit of healing and hope in the communities we serve.

presencehealth.org/stfrancis


Presence Saint Francis Hospital is a nationally recognized, full-service teaching hospital which has achieved Magnet status for nursing excellence. Presence Saint Francis Hospital is a Certified Primary Stroke Center, an Accredited Chest Pain Center and serves as a resource hospital in the state’s EMS System, training paramedics and providing medical oversight for more than 800 life safety personnel from seven surrounding communities and two private ambulance companies.

Certified Primary Stroke Center from The Joint Commission

Accredited Chest Pain Center by the Society of Chest Pain Centers

355 Ridge Avenue Evanston, IL 60202 847.316.4000

presencehealth.org/stfrancis

Š2013 Presence Health:05/13:DD8234:6M:CCG

Magnet Recognition for quality patient care, nursing excellence and innovations in professional nursing practice


New Patient Handbook, Presence Saint Francis Hospital