My Rehabilitation Journey: The Penn Institute for Rehabilitation Medicine

“ P ENN REHAB GAVE ME BACK MY DREAMS AND EVERYTHING THAT I WISHED FOR.

My Rehabilitation Journey

The fact that I had a whole community in one building to support me, that’s overwhelming and that’s perfect.”

– B E T H A N Y D A H L S T R O M , F O R M E R PAT I E N T

The Penn Institute for Rehabilitation Medicine Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

1800 Lombard Street | Philadelphia, PA 19146  877.969.7342 pennpartners.org/pennrehab

TA B L E

of C O N T E N T S

Your Experience A MESSAGE FROM THE EXECUTIVE DIRECTOR .. ...................................................................2 OUR PLEDGE TO YOU...........................................................................................................3 PATIENT & GUEST RELATIONS.. ............................................................................................4 AMENITIES & CONNECTIONS..............................................................................................5

Your Care THE PATIENT EXPERIENCE.. ............................................................................................. 6– 7 THE IMPORTANCE OF YOUR SUPPORT SYSTEM....................................................................8 YOUR MEDICATION.............................................................................................................9 EQUIPMENT TRAINING...................................................................................................... 10 RAPID RESPONSE TEAM.................................................................................................... 11 PATIENT SAFETY PLAN...................................................................................................... 12 HOW YOU CAN PREVENT INFECTIONS.. .............................................................................. 13 A GUIDE TO HEALTHY HAND WASHING. . ............................................................................ 14 A GUIDE TO HEALTHY HAND RUBBING............................................................................... 15

Your Support CASE MANAGEMENT........................................................................................................ 16 YOUR ROLE IN DISCHARGE PLANNING............................................................................... 17 OUR ROLE IN DISCHARGE PLANNING ................................................................................ 18

Resources ABOUT PENN REHAB AND GOOD SHEPHERD PENN PARTNERS . . .......................................... 19 WAYS TO GIVE BACK TO PENN REHAB............................................................................... 20 SUPPORT GROUPS............................................................................................................. 21 INSURANCE & BILLING...................................................................................................... 22 PATIENT BILL OF RIGHTS AND RESPONSIBILITIES........................................................ 23 – 27 STATEMENT OF PATIENT’S RESPONSIBILITIES.................................................................... 28 LANGUAGE ASSISTANCE SERVICES................................................................................... 29 HIPAA: NOTICE OF PRIVACY PRACTICES...................................................................... 30 – 32 NOTICE OF NONDISCRIMINATION...................................................................................... 33 NOTES & QUESTIONS................................................................................................. 34 – 36

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From the Executive Director

Welcome to the Penn Institute for Rehabilitation Medicine (Penn Rehab).

We understand that inpatient rehabilitation may be a new and uncertain experience. Our nationally-recognized team is uniquely equipped to support you and your family with an innovative, compassionate approach throughout your rehabilitation journey.

As an inpatient rehabilitation unit of the Hospital of the University of Pennsylvania, you are assured the highest quality medical care. Your team of doctors, nurses and therapists have the experience, technology and most importantly, compassion, to restore the highest level of function and independence possible.

Every patient has individual goals, so your care will be customized based on the most advanced rehabilitation medicine to help you reach them. As our patient, you can expect a strong focus on physical, occupational and speech therapy (15 hours weekly) and access to onsite services, such as Penn Medicine radiology, MRI, CT, vascular and ultrasound.

Your team of Penn Medicine and Penn Rehab clinicians will work with you to coordinate all aspects of your stay: »P hysicians who specialize in rehabilitation medicine and other conditions, including cardiology, endocrinology, infectious diseases, internal medicine, nephrology, neurology and pulmonology » Clinical nutritionists, neuropsychologists and psychologists » Physical, occupational, recreational, respiratory and speech therapists » Nurses who specialize in rehabilitation » Case managers » Wound care specialists I hope this booklet is a helpful resource for you and your family. Please let us know if there is anything we can do to improve your rehabilitation experience. If you have comments or concerns about your care, please do not hesitate to call my office at 215-893-2216.

Thank you again for choosing Penn Rehab. On behalf of our entire staff, I wish you well towards your continued recovery.

Jessica Cooper Executive Director 2

Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

OUR PLEDGE

to You

Your life is worth Penn Rehab. We know that the path ahead may be challenging. We pledge to help you regain your life through quality care, education, and patient-centered rehabilitation.

Our goal is to partner with you and your loved ones to achieve the highest possible level of function and independence. With Penn Rehab by your side, you will receive the advanced medicine, education, and support you need to help you regain your life.

We encourage you to take an active role in your rehabilitation, both inside and out of the gym. As part of our partnership with you, we will work to set goals based on your current and future needs. »

We will guide you to help you achieve those goals.

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e will give you the tools to participate in your recovery and support you to W achieve your goals, even when it is hard for you to participate.

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amily, friends, and loved ones who take care of you can play an important F role in your recovery. We will teach them how best to help you.

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e will partner with you and encourage you to return to the highest level W of function, independence, and health.

Pledge to yourself and your loved ones to do all that you can to get better (and back to the life you had before injury or illness).

This includes applying what is learned in therapy to daily activities throughout the day.

Welcome Packet | Y O U R E X P E R I E N C E

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PAT I E N T

& Guest Relations

Penn Rehab strives to give patients an excellent experience by meeting your needs and providing peace of mind to both you and your loved ones. Our patient ambassadors build bridges of communication with our patients, families, and visitors by helping to improve services and increase patient satisfaction.

Our patient ambassadors want to make sure you are comfortable and that we are meeting your needs. They address concerns, forward suggestions, and extend compliments. Patient ambassadors are located at the front desk lobby of the 3rd, 4th, and 5th floors.

Patient ambassadors can also direct you to the appropriate person at Penn Rehab to provide information on topics such as: » Advance directives, living wills » Notary services (for inpatients only) » Directions » Hotel information » Hair cutting and styling services » Interpretation (including sign language)

Need additional assistance? Please feel free to reach out to any staff member, or call the patient ambassador team at 215.893.6533.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

AMENITIES

& Connections

Beauty and Grooming Services

Security

» H air services are not currently available, but you may make arrangements to bring in your own hairdresser.

» S ecurity provides walking escorts for any patient or visitor who requests an escort to parking garages, lots and streets surrounding the hospital perimeter. Escorts are always available—timing depends on security officer availability. Please call 215.893.COPS (2677) to request a walking escort.

Cafeteria » 2 nd Floor: The Café is a full service cafeteria that sells breakfast during 7am-10am and lunch during 11am-3pm.

Vending machines and dining are open for use 24/7.

Internet and Computers » C omputers are located in the Recreational Therapy Room on the 3rd floor, and the on the 4th floor in the Multipurpose Room. » W ireless internet is available free of charge throughout the Penn Medicine Rittenhouse campus.

Pet Visitation

» A ll entrances are locked from 9pm to 6am.

During this time, everyone must enter through the ambulance bay on the 18th Street side of the building.

To contact Penn Medicine Rittenhouse Security: » Security: 215.893.COPS (2677) » For immediate emergencies please dial: 911

» Pet visitation is not currently allowed.

Parking » E ach patient can access discounted parking that is available at the garage located at 1740 South Street.

Pastoral Care » I nterfaith chaplains are available to visit with patients and families upon their request. They can be reached at 215.893.2552. » A n interfaith meditation room is located on the 2nd floor of the building and is open 24 hours-a-day.

Private room » A ll patients are provided with a private room during their stay. You may be asked to change rooms to accommodate your medical needs, or the medical needs of other patients.

Telephone » A telephone is located at every bedside. Local calls are free within area codes 215, 267, 610, 484, 856, 609, and 302. All other calls require operator assistance and will be charged to the patient.

Television » E ach patient room is provided with a color television that includes closed captioning and cable, free of charge.

Visitation » V isitation is important to your recovery. As COVID-19 may impact visitation, please check our website at PennPartners.org or scan the QR code below or speak with a member of your care team for current guidelines.

Welcome Packet | Y O U R E X P E R I E N C E

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T H E PAT I E N T

Experience

Know who is providing care—it’s your right! All employees and volunteers at Penn Rehab wear photo identification badges and should tell patients their name and role.

Your Nursing Team

Your Therapy Team

Your nursing team provides direct care to you and helps coordinate your care.

Your therapy team is made up of occupational, physical, recreational, and speech therapists who work with you during therapy sessions.

»R egistered Nurse: A staff member who provides treatments, administers medications and intravenous fluids, and teaches you about your health and taking care of yourself after your discharge, in addition to working with your doctors to keep you and your loved ones updated. »C ertified Nursing Assistant: A staff member who assists you with bathing, dressing, grooming, and other needs, in addition to providing overall support to your registered nurse.

Your Physician Team Your physician team performs a daily medical evaluation and physical exam, in addition to ordering tests and treatments. » Attending: A doctor in charge of your care. »C onsultant: A doctor with expertise in a particular area; may be called on by the medical team to help with your care. » Physiatrist: A doctor who specializes in the field of physical medicine and rehabilitation. » Pulmonologist: A doctor who specializes in diseases of the lungs and has specific training to manage complex medical issues. » Resident: A doctor engaged in specialized practice under supervision in a hospital.

» Occupational Therapist: A therapist who works with you on self-care activities such as feeding, bathing, and grooming. » Physical Therapist: A therapist who works with you to maintain and improve strength, walking, and balance. »P hysical/Occupational Therapy Assistant: An employee who works directly with a physical therapist to provide therapy. »R ecreational Therapist: A therapist who works with you on a variety of areas through recreationbased therapy. » Speech Therapist: A therapist who works with patients with a variety of speech and swallowing disorders. » Therapy Aide: An employee who works with therapists by helping you in and out of therapy, cleaning treatment areas, and providing support to the therapy gym. » Therapy Student: An employee who works with physical/occupational therapists while training to become a physical or occupational therapist.

Your Respiratory Team Your respiratory team is made up of therapists who work with you to provide respiratory care. »R espiratory Therapist: A therapist who works evaluates and treats patients with breathing disorders.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

T H E PAT I E N T

Experience (continued)

Your Case Management Team »Y our case management team is made up of social workers and nurses who work with you to facilitate home needs (medications, medical equipment, visiting nurses, and home therapists), transportation and insurance issues. They can also offer support, make referrals to community agencies, and arrange transfers to additional levels of care.

Other Important Team Members » Chaplain Services: Staff members who bring expertise in helping patients and families draw upon their own spiritual resources, values, and traditions for healing. » Food Services: Staff members who deliver daily meals to patients’ rooms. » Environmental Services: Staff members who provide janitorial services throughout the building, including room cleaning and waste removal. » Facilities: Staff members who provide maintenance throughout the building.

» Patient Ambassadors: Staff members who address concerns, forward suggestions, and extend compliments. » Pharmacists: Staff members who review all aspects of patients’ medications, including education about new medications and their side effects. » Security Officers: Staff members who secure the entire building and sign in visitors. » Volunteers: Non-clinical team members who volunteer to help provide non-medical support such as clerical work, cleaning treatment spaces, etc.

» Nutritionists: Staff members who evaluate and recommend dietary changes that will promote recovery and maintain health.

Welcome Packet | Y O U R C A R E

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T H E I M P O RTA N C E

of Your Support System

You and your support system play a very important role in your recovery process.

Patients are asked to identify their support person(s) (caregivers, family members, loved ones, etc.) whose presence will provide support and comfort. You are asked to define your support person(s) and explain how they will be involved in your care and decision making. With your permission, this person(s) may participate in planning for your care and discharge, and provide support by learning new information.

To increase the comfort levels of both you and your support person(s) for your return home, we strongly encourage you to invite those who will be assisting you after discharge to attend therapy sessions. This allows handson practice, education, and training that will ensure everyone is on the same page involving your care. For best results, these training sessions will be scheduled during treatment hours with your therapy team. The amount of training received will be based on your needs and the educational needs noted by your therapy team.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

YOUR

Medication

During your stay with us, your care team is here to provide you and your loved ones with information about the medications being prescribed to you.

If you have any of the following questions about your medications, or any other questions not listed, always feel free to ask your care team for clarification. » What to do in case of an emergency » How to take your medication(s) » How to open the container(s) » What to do if there is an error » Identify each medication and why each one is prescribed » What to expect while taking multiple medications » What to expect when a medication is stopped abruptly » Reasons to take a medication and reasons to not take a medication » How you will obtain medication » What side effects to expect with your medication(s) » How to store your medication(s) » How you can best understand all the information about medication(s) Your medications are provided by the pharmacy throughout the hospital admission.

All medications are based on an approved facility formulary list. An exception to this is a non-formulary medication. Non-formulary medications must be approved for use by Hospital and pharmacy administration. You are also responsible to provide the non-formulary medication during the full hospital stay.

As an inpatient rehabilitation unit of the Hospital of the University of Pennsylvania, you will also have access to My Penn Pharmacy while at the hospital. To learn how to utilize this service, and to ensure that your medication is available to be filled and sent home with you the day of discharge, please contact your case manager.

Welcome Packet | Y O U R C A R E

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EQUIPMENT

Training

During your stay with us, your care team will provide you and your loved ones with training on equipment and/or supplies you will be using.

If you have any of the following questions about your equipment, or any other questions not listed, always feel free to ask your care team for clarification. » How to maintain the equipment and/or supplies » How to troubleshoot with equipment and/or supplies » How to use the equipment and/or supplies safely » What infection control issues there may be » What risks are involved with using the equipment and/or supplies » If the equipment and/or supplies are complex, how to understand them »M anufacture instructions and specifics to know about equipment and/or supplies

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

RAPID

Response Team

We are dedicated to making Penn Rehab the safest place for you, your family, and your visitors. As a patient, you can make your visit safer by being an active, involved, and informed member of your health-care team.

Patients & Families If your loved one is having any of the below warning signs, call the Rapid Response Team (RRT) hotline at 215.893.2222.

Know the Warning Signs of an Emergency » Shortness of breath » Uncontrolled bleeding » Sudden, excessive sweating » Chest pain » Sudden changes in vision » Sudden confusion or drastic changes in behavior » Severe shakiness or seizure » Any sudden severe pain » Unable to wake up

Welcome Packet | Y O U R C A R E

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PAT I E N T

Safety Plan

Our goal is to get you back home safely and confidently.

When you arrive at Penn Rehab, your care team will work to create a personalized patient safety plan. This plan will ensure that everyone involved in your care (you, caregivers, doctors, family members, nurses, and therapists) is aware of the best way to help continue your recovery. Each day, your patient safety plan will be reviewed by your care team and will be modified based on your increased abilities. To discuss your patient safety plan in depth, please feel free to contact your therapy and nursing team.

Standard Precautions (every patient) » Bed low, call bell in reach, no clutter Other precautions may include precautions such as a: » Bed alarm » Chair alarm

» Bathroom observation » 1 person assist

» 2 person assist

Ongoing evaluations will be done daily to determine the level of supervision your care team has determined you need to ensure your safety. The indication colors listed below mean the following:

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Red Level of Supervision

Yellow Level of Supervision

Green Level of Supervision

»P atient kept within sight of staff and call bell within reach

»P atient may be in room with periodic supervision and call bell within reach

»P atient may be in room alone with door closed if patient requests privacy

»D o not leave unattended in the bathroom

»D o not leave unattended in the bathroom

»A patient in any seat restraint is automatically a red level and must be in sight of staff

»B ed alarms must be on if patient is in bed and seatbelt or chair alarm must be on when patient is in chair

»P atient may be allowed to use bathroom independently with call bell in reach

Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

HOW YOU

Can Prevent Infections

Everyone plays a role in preventing infections at Penn Rehab — patients, caregivers, health-care providers and visitors.

We are committed to working together to provide high quality health care and maintaining a safe environment for our patients. Patients can prevent infections in the health-care setting by contributing to a clean and healthy environment.

Hand hygiene is the best defense against the spread of infection. It is okay to ask caregivers and visitors if they have washed their hands. Hands can be cleaned by using an alcohol-based hand rub (look for Purell dispensers mounted on the walls) or by washing with soap and water.

Health-care providers, patients and visitors should clean their hands: » Every time they enter and leave your room »B efore putting on gloves—wearing gloves alone is not enough to prevent the spread of infection » After removing gloves

Welcome Packet | Y O U R C A R E

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A GUIDE TO

Healthy Hand Washing Soap + water

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Duration of the entire procedure: 40-60 seconds

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2

3

4

Wet hands with water

Apply enough soap to cover all hand surfaces

Rub hands palm to palm

Rub right palm over left dorsum with interlaced fingers and vice versa

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6

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Rub palm to palm with fingers interlaced

Rub backs of fingers to opposing palms with fingers interlocked

Rotationally rub left thumb clasped in right palm and vice versa

Rotationally rub backwards and forwards with clasped fingers of right hand in left palm and vice versa;

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10

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Rinse hands with water

Dry thoroughly with a single use towel

Use towel to turn off faucet

Your hands are safe

Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

A GUIDE TO

Healthy Hand Rubbing Alcohol-based hand rub

Duration of the entire procedure: 20-30 seconds

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2

3

Apply a palmful of the product in a cupped hand, covering all surfaces

Rub hands palm to palm

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5

6

Rub palm to palm with fingers interlaced

Rub backs of fingers to opposing palms with fingers interlocked

Rotationally rub left thumb clasped in right palm and vice versa

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8

Rotationally rub backwards and forwards with clasped fingers of right hand in left palm and vice versa;

Once dry, your hands are safe

Rub right palm over left dorsum with interlaced fingers and vice versa

Welcome Packet | Y O U R C A R E

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CASE

Management

We are focused on working with you to identify your needs for a safe transition home, once your rehabilitation goals have been reached. Case managers are here to assist with your discharge arrangements. Your case manager will work with you, your loved ones, and your care team to establish a discharge plan based on your abilities, your resources, and your community support.

Your case manager will be working to connect you with services that can provide necessary medical equipment, home care services, prescription authorizations, and transportation services, as well as other community resources as needed. If required, your case manager will also help with your transfer to another level of care—such as skilled nursing—when recommended by your care team.

Our case management team recognizes your health insurance company as part of your recovery team. We will work with you and your health insurance company to facilitate that relationship. Our utilization manager is the main point of contact with your health insurance company. We provide your insurance company with information about your progress in therapy, and about your medical status.

We will work with your health insurance company to connect you with necessary services that may be needed after discharge, including: » Adult Day Care

» Domestic Violence

» Meals on Wheels

» Advocacy/Legal Agencies

» Durable Medical Equipment

» Non-skilled Services

» Alternative Living Arrangements

» Elder Abuse

» Outpatient Therapy Services

» Guardianship

» Personal Assistance Services

» Alternative Resources

» Private Duty

» Assisted Living Facilities

»G overnment Programs and Entitlements

» Caregiver Assistance

» Home Health Care

» Shelter/Food

» Child Abuse

» Home Modification Vendors

» Skilled Nursing Facilities

» Counseling

» Hospice

» Support Groups

» Count Services

» Life Care Planning

» Transportation

» Respite Care

If you have any questions or concerns related to our case management services, please dial 215.893.6592 for the department management.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

YOUR ROLE

in Discharge Planning Preparation is important for making a smooth transition from inpatient rehabilitation to your home. Please review the questions below and talk to your doctor, case manager, therapist, or nurse about your questions or concerns.

Transportation to Your Home: » At the time of your 11am discharge from the hospital, who will be the best person to pick you up and take you home?

Medications Penn Rehab will offer you the use of My Penn Pharmacy bedside medication delivery on the morning of discharge, for which you can pay for by credit card or be billed. Your case manager will assist with these arrangements. »A re you able to get your prescriptions filled when you leave the hospital? A nurse, case manager, or pharmacist can help make arrangements. » Do you understand what your medicines are supposed to do? » How often should you take them? » How many should you take? » What side effects should prompt you to call your doctor?

Medical Supplies Do you need any medical supplies (for example, surgical wound bandages or oxygen), equipment (for example, shower seat, walker), or assistive devices (for example, reacher, sock aid, dressing stick)? You may be able to get these before leaving the hospital or have family members pick them up before you go home.

Follow-up Appointment » Who is making your follow-up appointments? » What is the time and location of your appointment? What is the doctor’s name? » Will you have transportation to the appointment?

Moving About Your Home » Will you need physical aids in the home, such as a bedside commode or bathroom grab bars? » Should you speak with a physical therapist to determine if you could benefit from the use of a cane or walker?

Groceries and Meal Planning » Can a family member or friend drive you to the store or shop for you? » Can a family member or friend move food, plates, and pots to easily reach on shelves?

Treatments » What should you do at home to help manage your condition? » Should you follow a special diet? »D o you need any home health or outpatient services? What type? How often? » Does your insurance cover home health or outpatient services ordered by your doctor?

Welcome Packet | Y O U R S U P P O RT

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OUR ROLE

in Discharge Planning Our goal is to help you transition to the next level of care safely and confidently by providing the support you need.

Upon your admission, we work with you and your support system to begin the preparation for the next steps in your recovery. We serve as the bridge to the next level of care that best fulfills your medical and rehabilitation needs. Your case manager will work with you to obtain the resources you’ll need upon discharge.

Following your inpatient rehabilitation stay, some of the most common services you may need include: Home Care Services Penn Medicine at Home helps patients carry out their doctor’s plan in the comfort and convenience of their own homes. Services provided include skilled nursing, rehabilitation therapies, infusion therapy, home health aides, and other supportive services to all eligible patients. » Penn Medicine Home Health and Hospice: 866.888.8598 Outpatient Rehabilitation Services Penn Therapy & Fitness is the outpatient therapy service provided by Good Shepherd Penn Partners.

Patients who require additional physical, occupational, or speech therapies can experience the same standards of care received during their Penn Rehab stay at a convenient location that is close to home.

There are many therapy sites conveniently located throughout the Greater Philadelphia area and South Jersey region. We can arrange for your appointments before you leave the hospital. »C all Penn Therapy & Fitness at 215.893.2500 to schedule an appointment.

For more information on our outpatient options, please visit our website www.pennpartners.org/outpatient.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

and Good Shepherd Penn Partners

ABOUT PENN REHAB

The Penn Institute for Rehabilitation Medicine The Penn Institute for Rehabilitation Medicine (Penn Rehab) is a 58-bed inpatient rehabilitation unit, licensed to the Hospital of the University of Pennsylvania, and managed by Good Shepherd Penn Partners. Penn Rehab is located on the Penn Medicine Rittenhouse campus and provides care to individuals who have one or more conditions requiring intensive, interdisciplinary rehabilitation care.

Penn Medicine provides attending physicians, consulting physicians, clinical nutritionists, neuropsychologists, and psychologists. Good Shepherd Penn Partners provides nursing, case management, therapy, and general administration.

Our patients benefit from being under the care of an organization with more than 100 years of evidence-based rehabilitation care—one that is respected nationally for high-level research and clinical expertise.

MyPennMedicine MyPennMedicine is a free service that offers patients personalized and secure online access to portions of their medical records. You can securely use the internet to help manage and receive information about your health.

This summary of your medical history (called a portable health profile) also includes your medications, recent test results, and health history. MyPennMedicine, which can be found online at www.myPennMedicine.org, is presently available to current Penn Medicine patients.

Both you and your treating physician(s) can use this tool to better manage your care with features that help you: »R equest an appointment, view future appointments or cancel an existing appointment

»V iew lab results, list of medications and health summaries

»R equest prescription renewals, physician referrals, and pre-certification

» Review details of previous appointments

» Communicate with the doctor’s office » Access discharge instructions

To learn more about myPennMedicine, visit www.myPennMedicine.org.

Welcome Packet | R E S O U R C E S

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WAY S T O G I V E B A C K

to Penn Rehab Patient Surveys

Volunteer

Our goal is to provide our patients with the highest quality health care that we can. To accomplish this, we need to know what we are doing right, and what needs improvement. We depend on our patients and their families to keep us informed. When patients share their experiences, our staff learns what was helpful and can identify opportunities for improvement.

Volunteers play an important role in patient satisfaction and add an extra dimension of personal service. Every volunteer's generous gift of time and talent is valued. Volunteer assignments may exist in clinical and non-clinical locations within Penn Rehab, including nursing units, administrative offices, and other hospitality locations. The scope of potential assignments is unlimited. Please contact the volunteer services department at 215.893.2559 with additional questions.

By sharing your thoughts and feelings about your health-care experience at Penn Rehab, you can help make our care better for future patients and their families. Some patients will receive surveys by mail or via email—please complete the surveys and return as indicated to help us continue to grow. To ensure confidentiality, we employ independent, third-party entities—Press Ganey Associates, Inc. and MedTel— to administer the surveys. Your participation will help us to improve the quality of care.

Within 60 days of your discharge, you will receive a telephone survey from MedTel about your outcomes, including post-discharge progress and patient education at Penn Rehab. Within several weeks of your discharge, you will receive a written or electronic survey from Press Ganey about the level of care you received while at Penn Rehab. We encourage you to take both of these surveys, as they help with our quality improvement as well as celebrating the very good work being done in our facility.

Any patients not receiving a survey may send feedback by mail to: »P enn Institute for Rehabilitation Medicine | Penn Medicine Rittenhouse Patient Experience 1800 Lombard Street | Philadelphia, PA 19146

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

S U P P O RT

Groups

Penn Rehab holds several monthly support groups that provide a supportive environment for individuals who are at any point in their recovery journey.

All support groups are held at the Penn Medicine Rittenhouse campus, located at 1800 Lombard Street, Philadelphia, PA, 19146. Speak with your care team to be added to our support group mailing list that goes out each month.

Amputee Support Group The Amputee Support Group offers a variety of services to current and former patients, as well as their families. The group’s mission is to provide an interactive forum for people to share their ideas and experiences in order to help them return to the activities that they enjoy, as well offering information about adaptations that will allow them to thrive. This group meets the fourth Thursday of every month.

Stroke Support Group The Stroke Support Group provides education and encouragement for individuals living with the effects of a stroke. This group meets on the fourth Tuesday of every month.

Spinal Cord Injury Support Group The Spinal Cord Injury Support Group offers a variety of support for individuals living with a spinal cord injury or dysfunction. The group’s mission is to provide an interactive forum for people to share their ideas and experiences. This group meets on the third Tuesday of every month.

Brain Injury Support Group The Brain Injury Recovery Center Caregiver Support Group is a group designed specifically for caregivers of individuals who have sustained a brain injury. This monthly group provides a forum for caregivers to share experiences, resources, and strategies for coping during this difficult transition from hospital to home. This group meets on the first Thursday of each month.

Welcome Packet | R E S O U R C E S

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INSURANCE

and Billing

Penn Rehab is an in-network provider for many insurance companies, government programs, and commercial payers in the area.

We are happy to review your coverage. Patients are responsible for providing necessary insurance information and for working with the hospital to make payment arrangements when necessary.

Penn Medicine provides financial counseling and, where appropriate, significant discounts to uninsured and underinsured persons in accordance with the Patient Protection and Affordable Care Act. Patients concerned about their ability to pay their hospital bill should be directed to the Hospital of the University of Pennsylvania’s Patient Financial Services Office at 877.433.5299.

Insurance Information

Understanding Your Hospital Bill

Insurance and third-party payer information must be provided. Patients should have their insurance cards with them when speaking with a preadmission representative by phone or when arriving at the hospital. The Hospital of the University of Pennsylvania’s staff contacts insurance carriers to verify patient benefits, co-pay and deductible information, and assist with any required approvals and referrals. The Hospital of the University of Pennsylvania’s staff may contact patients to review this information.

Shortly after returning home, patients will receive a statement or bill, listing the charges for the hospital stay. Depending on the services received, there may be more than one bill. In addition to the daily charge for the room, this statement includes charges for services such as anesthesia, X-rays, laboratory work, blood transfusions, and the operating room. The initial statement also shows an estimate of payments expected from insurance companies. Later statements show payments received from insurance companies and payments due from the patient, if any.

Payment Due Prior to Service Payments of deductibles, co-payments, and noncovered services (such as transportation) are expected at or prior to the time of service. Payments can be made by cash, credit card, or check.

Filing an Insurance Claim The Hospital of the University of Pennsylvania files insurance claims on patients’ behalf. This does not release patients from responsibilities for charges billed to their account. Insurance contracts are between patients and insurance companies. Regardless of the type of insurance, bills are ultimately the responsibility of patients. Any portion of the bill not paid promptly by the insurance company is charged directly to patients, such as co-payments or deductibles.

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Physicians’ Bills Charges for physicians’ services are not included in the hospital bill. Most of the physicians involved in patient care send separate bills for their services.

Patients may receive bills from their primary physician, anesthesiologist, radiologist and/or pathologist. Charges for some specialized services are also billed separately.

Payments or payment questions about these bills should be directed to the appropriate physician’s office.

Questions About the Bill?

For any questions about the hospital bill prior to or during hospitalization, please contact the Hospital of the University of Pennsylvania’s Business Services office during regular working business hours by calling 877.433.5299.

Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

PAT I E N T B I L L O F R I G H T S

and Responsibilities

As an inpatient rehabilitation unit of the Hospital of the University of Pennsylvania, which is a health-care facility within the University of Pennsylvania Health System (UPHS), we are committed to delivering quality medical care to you, our patient, and to making your stay as pleasant as possible.

The following, “Statement of Patient’s Rights,” endorsed by the administration and staff of this facility, applies to all patients. In the event that you are unable to exercise these rights on your own behalf, these rights are applicable to your designated, legally-authorized representative. As it is our goal to provide medical care that is effective and considerate within our capacity, mission, and philosophy, applicable law and regulations, we submit these to you as a statement of our policy.

Statement of Patient’s Rights » Y ou have the right to respectful care given by competent personnel which reflects consideration of your cultural and personal values and belief systems, and which optimizes your comfort and dignity. » Y ou have the right, upon request, to be given the name of your attending physician, the names of all other physicians or practitioners directly participating in your care, and the names and roles of other health-care personnel having direct contact with you. » Y ou have the right to every consideration of privacy concerning your medical care program. Case discussion, consultation, examination, and treatment are considered confidential and should be conducted discreetly, giving reasonable visual and auditory privacy when possible. This includes the right, if requested, to have someone present while physical examinations, treatments, or procedures are being performed, as long as they do not interfere with diagnostic procedures or treatments. » Y ou have the right to have all information, including records, pertaining to your medical care treated as confidential, except as otherwise provided by law or third-party contractual arrangements. » You have the right to know what hospital policies, rules, and regulations apply to your conduct as a patient. » You have the right to expect emergency procedures to be implemented without unnecessary delay. » Y ou have the right to good quality care and high professional standards that are continually maintained and reviewed. » Y ou have the right to full information in layperson’s terms, concerning diagnosis, treatment, and prognosis— including information about alternative treatments and possible complications. When it is not medically advisable that such information be given to you, the information shall be given on your behalf to your designated/legally authorized representative. Except for emergencies, the physician must obtain the necessary informed consent prior to the start of any procedure or treatment, or both.

Welcome Packet | R E S O U R C E S

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PAT I E N T B I L L O F R I G H T S

and Responsibilities

» Y ou have the right to not be involved in any experimental, research, or donor program unless you or your designated/legally authorized representative have given informed consent prior to the actual participation in such a program. You or your designated/ legally authorized representative may, at any time, refuse to continue in any such program to which informed consent has previously been given. » Y ou have the right to accept medical care or to refuse any drugs, treatment, or procedure offered by the institution, to the extent permitted by the law, and a physician shall inform you of the medical consequences of such refusal. » You have the right to assistance in obtaining consultation with another physician at your request and expense. » Y ou have the right to expect good management techniques to be implemented within this health-care facility, considering effective use of your time, and to avoid your personal discomfort. » You have the right to examine and receive a detailed explanation of your bill. » Y ou have the right to full information and counseling on the availability of known financial resources for your health care. » Y ou have the right to expect that the health-care facility will provide a mechanism whereby you are informed upon discharge of continuing health-care requirements and the means for meeting them. » Y ou have the right to seek review of quality of care concerns, coverage decisions, and concerns about your discharge. You cannot be denied the right of access to an individual or agency authorized to act on your behalf to assert or protect the rights set out in this section. » Y ou have the right to have a family member or representative of your choice and your physician notified promptly of your admission to the hospital. » Y ou have the right to medical and nursing services without discrimination based upon age, sex, race, color, ethnicity, religion, gender, disability, ancestry, national origin, marital status, familial status, genetic information, gender identity or expression, sexual orientation, culture, language, socioeconomic status, domestic or sexual violence victim status, source of income, or source of payment. » You have the right to appropriate assessment and management of pain. » Y ou have the right, in collaboration with your physician or health-care provider, to make decisions involving your health care. This right applies to the family and/or guardian of neonates, children, and adolescents.

Decisions may include the right to refuse drugs, treatment, or procedure offered by the hospital, to the extent permitted by law. Your health-care provider will inform you of the medical consequences of the refusal of such drugs, treatment, or procedures.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

PAT I E N T B I L L O F R I G H T S

and Responsibilities

While this health-care facility recognizes your right to participate in your care and treatment to the fullest extent possible, there are circumstances under which you may be unable to do so.

In these situations (for example, if you have been adjudicated incompetent in accordance with the law, are found by your physician to be medically incapable of understanding the proposed treatment or procedure, are unable to communicate your wishes regarding treatment, or are an unemancipated minor) your rights are to be exercised to the extent permitted by law, by your designated representative or other legally-authorized person. » Y ou have the right to make decisions regarding the withholding of resuscitative services or the foregoing of, or the withdrawal of life-sustaining treatment, within the limits of the law and the policies of this institution. » You have the right to receive care in a safe setting, and be free from all forms of abuse and harassment. » You have the right to be free from restraint and seclusion not medically necessary or used as a means of coercion, discipline, convenience, or retaliation by staff. » Y ou have the right to have your medical record read only by individuals directly involved in your care, by individuals monitoring the quality of care, or by individuals authorized by law or regulation. You have the right to receive written notice that explains how your personal health information will be used and shared with other health-care professionals included in your care. You or your designated/ legally authorized representative, may, upon request, have access to all information contained in your medical records, unless access is specifically restricted by the attending physician for medical reasons. » Y ou have the right to be communicated with in a manner that is clear, concise, and understandable. If you do not speak English, you should have access, where possible, to an interpreter free of charge. This also includes providing you with help if you have vision, speech, hearing, or cognitive impairments. » You have the right to access protective services. You have the right to be free from neglect, exploitation, and verbal, mental, physical, and sexual abuse. » Y ou have the right to participate in the consideration of ethical issues surrounding your care, within the framework established by this organization to consider such issues. » Y ou have the right to formulate an advance directive, including the right to appoint a health-care agent to make health-care decisions on your behalf. These decisions will be honored by this facility and its health-care professionals within the limits of the law and this organization’s mission, values, and philosophy. If applicable, you are responsible for providing a copy of your advance directive to the facility or caregiver. You are not required to have or complete an advance directive in order to receive care and treatment in this facility. When this facility cannot meet the request or need for care because of a conflict with our mission or philosophy, or inability to meet your needs or request, you may be transferred to another facility when medically permissible. Such a transfer should be made only after you or your designated/legally authorized representatives have received complete information and explanation concerning the needs for, and alternatives to, such a transfer. The transfer must be acceptable to the other institution.

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PAT I E N T B I L L O F R I G H T S

and Responsibilities

» Y ou have the right to decide whether you want visitors or not during your stay here. You may designate those persons who can visit you during your stay. These individuals do not need to be legally related to you. They may include, for example, a spouse or domestic partner—including a same sex partner—or another family member, or a friend. The hospital will not restrict, limit, or deny any approved visitor on the basis of race, color, national origin, religion, sex, gender identity or expression, sexual orientation or disability. The hospital may need to limit or restrict visitors to better care for you or other patients. You have the right to be made aware of any such clinical restrictions or limitations. » Y ou have the right to designate a family member, friend, or other individual as a support person during the course of your stay or during a visit to a physician or other ambulatory care treatment. » Y ou have the right to give or withhold informed consent to produce or use recordings, films or other images of you for purposes other than your own care, treatment or patient identification. » Y ou have the right, without recrimination, to voice complaints regarding your care, to have those complaints reviewed, and, when possible, resolved.

F O R F U RT H E R I N F O R M AT I O N If you have questions or problems concerning your health care please speak with your physician, nurse or other hospital or ambulatory practice representative before you leave the clinical site.

You may also direct question, concerns regarding your health care or questions about the Patient Bill of Rights and Responsibilities to Patient and Guest Relations office: » Penn Institute for Rehabilitation Medicine 1800 Lombard Street Philadelphia, PA 19146 267.414.3980

» H ospital of the University of Pennsylvania 1 Silverstein, 3400 Spruce Street Philadelphia, PA 19104 215.662.2575

You may direct questions or concerns regarding the Health Insurance Portability and Accountability Act (HIPAA)/privacy related matters to the University of Pennsylvania Health System Privacy Office: » Email: privacy@uphs.upenn.edu » Telephone: 215.573.4492

You may direct questions or concerns regarding accessibility or accommodations to the University of Pennsylvania Health System Disability Access Officer at 215.615.4317.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

PAT I E N T B I L L O F R I G H T S

and Responsibilities If you or a family member thinks that a complaint or grievance remains unresolved through the hospital resolution process, or regardless of whether you have use the hospital’s grievance process, you have the right to contact the following organization about your concerns: » T he Pennsylvania Department of Health Division of Acute and Ambulatory Care PO Box 90 Harrisburg, PA 17120 800.254.5164 » T he Center for Medicare and Medicaid Services 800.633.4227

For concerns related to quality and or safety of care issues (including premature discharge) or safety of the environment, contact:

For concerns related to discrimination or any civil rights concerns, contact: » T he 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: Centralized Case Management Operations U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F HHH Building Washington, DC 20201 Telephone: 1.800.868.1019, 1.800.537.7697 (TDD) Complaint forms are available at http://hhs.gov/ocr/ office/file/index.html

» T he Joint Commission Office of Quality and Patient Safety One Renaissance Boulevard Oakbrook Terrace, Illinois 60181 Fax: 630.792.5636 Email: patientsafetyreport@jointcommission.org

For concerns related to disability accessibility or accommodations, contact: » T he United States Department of Justice 950 Pennsylvania Avenue, NW Civil Rights Division, Disability Rights Section – 1425 NYAV Washington, DC 20530 Email: ADA.complaint@usdoj.gov

Welcome Packet | R E S O U R C E S

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S TAT E M E N T O F

Patient’s Responsibilities To foster our ability to provide safe, quality care, you should act in accordance with UPHS policies, rules, and regulations and assume responsibility for the following: » T his health-care facility expects that you or your designated/legally authorized representative will provide accurate and complete information about present complaints, past illnesses, hospitalizations, medications, advance directives, and other matters relating to your health history or care, in order for you to receive effective medical treatment. » I n addition, you are responsible for reporting whether you clearly understand the planned course of action and what is expected of you. » I t is expected that you will cooperate with all hospital personnel and ask questions if directions and/or procedures are not clearly understood. » Y ou are expected to be considerate of other patients and health-care personnel, to assist in the control of noise and visitors in your room, and to observe the non-smoking policy of this institution. You are also expected to be respectful of the property of other persons and the property of the University of Pennsylvania Health System. Threats, violence, disruption of patient care, or harassment of other patients, visitors, or staff will not be tolerated. You are also expected to refrain from conducting any illegal activity on UPHS property. If such activity occurs, UPHS will report it to law enforcement. » I n order to facilitate your care and the efforts of the health-care personnel, you are expected to help the physicians, nurses, and other health-care personnel in their efforts to care for you by following their instructions and medical orders. » D uly authorized members of your family or a designated/legally authorized representative(s) are expected to be available to UPHS personnel for review of your treatment in the event you are unable to properly communicate with your health caregivers. » I t is understood that you assume the financial responsibility of paying for all services rendered either through third-party payers (your insurance company), and that you are personally responsible for payment of any services which are not covered by your insurance policies. » I t is expected that you will not take drugs which have not been prescribed by your attending physician and administered by appropriate staff, and that you will not complicate or endanger the healing process by consuming alcoholic beverages or toxic substances during your hospital stay and/or visit.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

LANGUAGE

Assistance Services Spanish: ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1.267.449.5809.

French: ATTENTION : Si vous parlez français, des services d’aide linguistique vous sont proposés gratuitement. 1.267.449.5809.

Chinese: 注意：如果您使用繁體中文，您可以免費 獲得語言援助服務。請致電. 1.267.414.3980.

German: ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. 1.267.449.5809.

Vietnamese: CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn.

Gọi số 1.267.449.5809.

Pennsylvania Dutch: Wann du [Deitsch (Pennsylvania German / Dutch)] schwetzscht, kannscht du mitaus Koschte ebber gricke, ass dihr helft mit die englisch Schprooch. Ruf selli Nummer uff: 1.267.449.5809.

Korean: 주의: 한국어를 사용하시는 경우, 언어 지 원 서비스를 무료로 이용하실 수 있습니 다. 1.267.449.5809.

Italian: ATTENZIONE: In caso la lingua parlata sia l’italiano, sono disponibili servizi di assistenza linguistica gratuiti. 1.267.449.5809.

Arabic: .267.449.5809.

.

Gujarati: સુચના: જો તમે ગુજરાતી બોલતા હો, તો નિ:શુલ્ક ભાષા સહાય સેવાઓ તમારા માટે ઉપલબ્ધ છે. 1.267.449.5809.

Polish: UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej.

1.267.449.5809.

French Creole (Haitian Creole): Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. 1.267.449.5809.

Mon-Khmer, Cambodian: ប្រយ័ត្ន៖ បើសិនជាអ្នកនិយាយ ភាសាខ្មែរ, សេវាជំនួយផ្នែកភាសា ដោយមិនគិតឈ្នួល គឺអាចមានសំរាប់បំរើអ្នក។ 1.267.449.5809.

Portuguese: ATENÇÃO: Se fala português, encontram-se disponíveis serviços linguísticos, grátis.

1.267.449.5809.

Welcome Packet | R E S O U R C E S

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H I PA A :

Notice of Privacy Practices ( J U LY 2 0 2 1 )

This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.

We are Committed to your Privacy We understand that information about you and your health is very personal. We strive to protect our patients’ privacy. We are required by law to maintain the privacy of our patients’ protected health information (“PHI”). We are also required to provide notice of our legal duties and privacy practices with respect to PHI and to abide by the terms of the Notice of Privacy Practices currently in effect. We reserve the right to change the terms of this Notice and to make a new Notice effective for all PHI we maintain. You can obtain a copy of a new notice at https://www.pennmedicine. org/for-patients-and-visitors/patient-information/hipaa-andprivacy/hipaa-notice-of-privacy-practices or by contacting the Penn Medicine Privacy Office as described below.

Who this Notice Applies to The terms of this Notice apply to Penn Medicine, consisting of the Perelman School of Medicine at the University of Pennsylvania and the University of Pennsylvania Health System and its subsidiaries and affiliates, including but not limited to the Hospital of the University of Pennsylvania, Pennsylvania Hospital, Penn Presbyterian Medical Center, Chester County Hospital, Lancaster General Health, Lancaster General Hospital, Lancaster General Medical Group, The Heart Group of Lancaster General Health, Lancaster General Health – Columbia Center, Penn Medicine Home Health Lancaster General Health, Penn Medicine Princeton Health, Penn Medicine Princeton Health Behavioral Health, Penn Medicine Princeton Medicine Physicians, Penn Medicine Home Health Princeton Health, Penn Medicine Hospice Princeton Health, the Clinical Practices of the University of Pennsylvania, Clinical Care Associates, Good Shepherd Penn Partners, Clinical Health Care Associates of New Jersey, Presbyterian Center for Continuing Care, and Penn Medicine at Home. This Notice also applies to the physicians, licensed professionals, employees, volunteers, and trainees seeing and treating patients at Penn Medicine-owned and operated care settings. This Notice does not apply to non-employed Penn Medicine providers in their private medical offices.

We are committed to excellence in providing state-of-the-art health care services through the practice of patient care, education, and research. Below is a description of how your health information will be used and disclosed to advance this mission.

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Uses and Disclosures of your protected Health Information that DO NOT require an Authorization Treatment. For example, doctors, nurses, and other staff members involved in your care will use and disclose your PHI to coordinate your care or to plan a course of treatment for you.

Payment. For example, we may disclose information regarding your medical procedures and treatment to your insurance company to arrange payment for the services provided to you.

Health Care Operations. For example, we may disclose your PHI for billing or interpreter support. We may use your PHI to conduct an evaluation of the treatment and services provided or to review staff performance. We may disclose your PHI for education and training purposes to doctors, nurses, technicians, medical students, residents, fellows and others.

Health Information Exchanges. We participate in initiatives to facilitate electronic sharing of patient information, including but not limited to Health Information Exchanges (HIEs). HIEs involve coordinated information sharing among HIE members for purposes of treatment, payment, and health care operations.

You may opt out of Penn Medicine’s information sharing through its HIE activities. If you wish to opt out, please speak with your patient/customer services associate or contact the Penn Medicine Privacy Office as described below. More information about HIEs can be found through the Patient Privacy Options page of the Penn Medicine website: https://www.pennmedicine.org/forpatients-and-visitors/patient-information/hipaa-and-privacy/ patient-privacy-options.

Our Facility Directory. We use information to maintain an inpatient directory listing your name, room number, general condition and, if you wish, your religious affiliation. Unless you choose to have your information excluded from this directory, the information (except for religious affiliation) may be disclosed to anyone who requests it by asking for you by name. This information, including your religious affiliation, may also be provided to members of the clergy, even if they do not ask for you by name. If you wish to have your information excluded from this directory, please contact your patient/customer services associate.

Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

H I PA A :

Notice of Privacy Practices ( J U LY 2 0 2 1 )

To Persons Involved in Your Care. As long as you do not object, we may, based on our professional judgment, disclose your PHI to a family member or other person if they are involved in your care or paying for your care. Similarly, we may also disclose limited PHI to an entity authorized to assist in disaster relief efforts for the purpose of coordinating notification to someone responsible for your care of your general condition or location.

Fundraising. We may contact you at times to donate to a fundraising effort on our behalf. If you wish to opt out of receiving these communications, please visit: http://www.pennmedicine. org/fundraising-opt-out.

Communicating with You. We will use your PHI to communicate with you about a number of important topics, including information about appointments, your care, treatment options and other health-related services, payment for your care, and opportunities to participate in research, provided this research outreach is approved by the University of Pennsylvania Institutional Review Board (IRB) and/ or the IRB of Record, see Research section below.

We urge you to sign up for our patient portal to send and receive communications conveniently and securely and to share your preferences for how we contact you. The patient portal is www.

MyPennMedicine.org, or for LGH, www.MyLGHealth.org.

We may also contact you at the email, phone number or address that you provide, including via text messages, for these communications. If your contact information changes, it is important that you let us know. Texting and email are not 100% secure. Regarding text messages, please note that message and data rates may apply and you will have an opportunity to opt out.

Research. We may use and disclose your PHI as permitted by applicable law for research. This is subject to your authorization and/or oversight by the University of Pennsylvania IRB, committees charged with protecting the privacy rights and safety of human subject research.

As an academic medical center, Penn Medicine supports research and may contact you to invite you to participate in certain research activities. If you do not wish to be contacted for research purposes, please tell your patient/customer services associate, or for LGH, please contact the LG Health Research Institute. In such case, we will use reasonable efforts to prevent research-related outreach. Note that Penn Medicine may continue to use your PHI for research purposes as described above and your care providers may discuss research with you.

Business Associates. At times, we need to disclose your PHI to persons or organizations outside Penn Medicine who assist us with our payment/billing activities and health care operations.

We require these business associates and their subcontractors to appropriately safeguard your PHI. Other Uses and Disclosures. We may be permitted or required by law to make certain other uses and disclosures of your PHI without your authorization. Subject to conditions specified by law, we may release your PHI: » for any purpose required by law » for public health activities, including required reporting of

»

» » » » »

» » » »

disease, injury, birth and death, for required public health investigations, and to report adverse events or enable product recalls to government agencies if we suspect child/elder adult abuse or neglect. We may also release your PHI to government agencies if we believe you are a victim of abuse, neglect or domestic violence to your employer when we have provided screenings and health care at their request for occupational health and safety to a government oversight agency conducting audits, investigations, inspections and related oversight functions in emergencies, such as to prevent a serious and imminent threat to a person or the public if required by a court or administrative order, subpoena or discovery request for law enforcement purposes, including to law enforcement officials to identify or locate suspects, fugitives or witnesses, or victims of crime to coroners, medical examiners and funeral directors if necessary to arrange organ or tissue donation or transplant for national security, intelligence, or protective services activities for purposes related to your workers’ compensation benefits

Uses and Disclosures of your protected Health Information based on a Signed Authorization Except as outlined above, we will not use or disclose your PHI for any other purpose unless you have signed a form authorizing the use or disclosure. You may revoke an authorization in writing, except to the extent we have already relied upon it.

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H I PA A :

Notice of Privacy Practices ( J U LY 2 0 2 1 )

In some situations, a signed authorization form is required for uses and disclosures of your PHI, including: » most uses and disclosures of psychotherapy notes » uses and disclosures for marketing purposes » disclosures that constitute the sale of PHI » uses and disclosures for certain research protocols » as required by privacy law. The confidentiality of substance

use disorder and mental health treatment records as well as HIV-related information maintained by us is specifically protected by state and/or federal law and regulations.

Generally, we may not disclose such information unless you consent in writing, the disclosure is allowed by a court order, or in other limited, regulated circumstances.

Your Rights Access to Your PHI. Generally, you can access and inspect paper or electronic copies of certain PHI that we maintain about you.

You may readily access much of your health information without charge using the patient portal, which is www.MyPennMedicine. org or, for LGH, www.MyLGHealth.org. You may also access your information through the Health Information Management department, which you can contact at HIMRequests@uphs. upenn.edu. In line with set fees under federal and state law, we may charge you for a copy of your medical records.

Amendments to Your PHI. You can request amendments, or changes, to certain PHI that we maintain about you that you think may be incorrect or incomplete. All requests for changes must be in writing, signed by you or your representative, and state the reasons for the request. If we decide to make an amendment, we may also notify others who have copies of the information about the change. Note that even if we accept your request, we may not delete any information already documented in your medical record.

Accounting for Disclosures of Your PHI. In accordance with applicable law, you can ask for an accounting of certain disclosures made by us of your PHI. This request must be in writing and signed by you or your representative. This does not include disclosures made for purposes of treatment, payment, or health care operations or for certain other limited exceptions. An accounting will include disclosures made in the six years prior to the date of a request.

Restrictions on Use and Disclosure of Your PHI. You can request restrictions on certain of our uses and disclosures of your PHI for treatment, payment, or health care operations. We are not required to agree but will attempt to accommodate reasonable requests when appropriate.

Restrictions on Disclosures to Health Plans. You can request a restriction on certain disclosures of your PHI to your health plan. We are only required to honor such requests when services subject to the request are paid in full. Such requests must be made in writing and identify the services to which the restriction will apply.

Confidential Communications. You can request that we communicate with you through alternative means or at alternative locations, and we will accommodate reasonable requests. You must request such confidential communication in writing to each department you would like to accommodate the request.

Breach Notification. We are required to notify you in writing of any breach of your unsecured PHI without unreasonable delay and no later than 60 days after we discover the breach.

Paper Copy of Notice. You can obtain a paper copy of this Notice, even if you agreed to receive an electronic copy. This Notice is available on our website in several different languages at https://www.pennmedicine.org/for-patients-and-visitors/patientinformation/hipaa-and-privacy/hipaa-notice-of-privacy-practices.

Additional Information Complaints. If you believe your privacy rights have been violated, you can file a complaint with the Penn Medicine Chief Privacy Officer, Office of Audit, Compliance & Privacy, St. Leonard’s Court, 3819 Chestnut Street, Suite 214, Philadelphia, PA 19104.

You can also file a complaint with the Secretary of the U.S. Department of Health and Human Services in Washington D.C. A complaint must be made in writing and will not in any way affect the quality of care we provide you.

For further information. If you have questions about this Notice, or requests regarding privacy, please contact the Penn Medicine Privacy Office at 215-573-4492 or privacy@uphs.upenn.edu.

Effective Date. This Notice of Privacy Practices is effective July 1, 2021.

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

of Nondiscrimination NOTICE

Discrimination is Against the Law The Hospital of the University of Pennsylvania complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. The Hospital of the University of Pennsylvania does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

The Hospital of the University of Pennsylvania: »P rovides free aids and services to people with disabilities to communicate effectively with us, such as: » Qualified sign language interpreters » W ritten 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 a Patient and Guest Relations Coordinator.

If you believe that the Hospital of the University of Pennsylvania 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 the Patient Ambassador, Penn Institute for Rehabilitation Medicine, an inpatient rehabilitation facility of the Hospital of the University of Pennsylvania, 1800 Lombard Street Philadelphia, PA 19146, 267.414.3980. You can file a grievance in person or by mail or telephone. If you need help filing a grievance, the Patient Ambassador 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: 200 Independence Avenue, SW | Room 5009, HHH Building | Washington, D.C. 20201 1.800.368.1019, 800.537.7697 (TTD) Complaint forms are available at www.hhs.gov/ocr/office/file/index.html

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NOTES & QUESTIONS

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

NOTES & QUESTIONS

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NOTES & QUESTIONS

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Welcome Packet | The Penn Institute for Rehabilitation Medicine | Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

“ P ENN REHAB GAVE ME BACK MY DREAMS AND EVERYTHING THAT I WISHED FOR.

My Rehabilitation Journey

The fact that I had a whole community in one building to support me, that’s overwhelming and that’s perfect.”

– B E T H A N Y D A H L S T R O M , F O R M E R PAT I E N T

The Penn Institute for Rehabilitation Medicine Inpatient Rehabilitation Unit of the Hospital of the University of Pennsylvania

1800 Lombard Street | Philadelphia, PA 19146  877.969.7342 pennpartners.org/pennrehab