NYP Patient Guidebook

A Helpful Guide for Your Stay

Welcome to NewYork-Presbyterian Our mission is to provide compassionate, expert care to everyone who comes through our doors. We want your stay to be as comfortable as possible. Please use this book as your resource for important information on services, safety guidelines, and other helpful resources.

We also encourage you to be an active participant in your care.

Please share information with your Care Team about your medical history, personal preferences, and support person.

If you have any questions about your care, treatment, or discharge instructions, please ask a member of our staff. Your Care Team is committed to supporting you and your loved ones during your stay.

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Table of Contents Care Team

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Health & Safety

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Preventing Infections Medications & Allergies Pain Management Lost Belongings Preventing Falls

Connect App & Connect Bedside

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Visitor Information & Guidelines

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Helpful Resources, Programs, & Events

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Preparing to Go Home

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Discharge Information Billing & Insurance Medical Records

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Care Team During your stay, you will be cared for by an expert team, known as your Care Team. These highly skilled professionals are dedicated to providing you and your loved ones with high-quality care in a compassionate and supportive manner while addressing any needs and questions you may have.

As part of our Care Rounds, members of your Care Team will come to your bedside throughout the day to check on you. Please do not hesitate to ask questions or share information about your medical history or personal preferences.

For your safety, your Care Team will review the information on your hospital identification (ID) band before tests, procedures, or giving you medications. Please wear your ID band at all times.

Care Team Doctors & Clinical Providers Several Doctors may be involved in your care, including your Attending Doctor, who serves as your Primary Physician, along with Medical or Surgical Specialists.

Because NewYork-Presbyterian is an academic medical center, you may be visited by Fellows and Residents, who are Doctors receiving additional training, as well as advanced practice providers, such as Physician Assistants or Nurse Practitioners.

Care Managers

Nurses Nurses work closely with the Doctors and other members of your Care Team to coordinate your care and treatment.

Your nursing team includes a Patient Care Director (PCD), Clinical Nurse Manager, and Clinical Registered Nurses (RNs). The Patient Care Director supervises nursing care on designated units, while RNs plan and assign care tasks as needed.

Unit Clerks

Care Managers are Clinical Registered Nurses who help you manage your stay and plan for your return home. They make sure that Doctors’ orders are carried out in a timely manner, monitor your progress, and may inquire about your medical insurance so that you understand the benefits covered by your policy.

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Unit Clerks greet you and your visitors arriving on the unit, answer phones, respond to call bells, and support non-clinical needs you may have. They can help answer any questions you have or connect you with someone who can help.

Other Team Members: Chaplains Dietitians Dining Hosts Environmental Services Nursing Support Staff Patient Services Administration Patient Transporters

Pharmacists Rapid Response Teams Rehabilitation Services Respiratory Therapists Security Officers Social Workers Volunteers

Care Team Employee Badge Staff members and volunteers are required to wear identification badges with their name, photo, and role. If you are unsure about someone’s identity, contact a member of your Care Team.

Health & Safety At NewYork-Presbyterian, we want to work closely with you to make your care safe.

Health & Safety Preventing Infections Protecting yourself from infections is a key part of staying healthy during your stay. The best way to reduce the risk of infection is to make sure that you and your visitors wash your hands with soap and water or use hand sanitizer.

Medications & Allergies We encourage you to ask about all the medications you are given and why you are taking those medications. Inform your Care Team if you have any allergies to medications, food, or any other substances.

A Nurse will review your medication plan with you, but please ask questions if you are unsure why a certain medication is being prescribed.

Pain Management Please communicate with your Care Team about any pain you are experiencing. They will ask you to describe your pain and other questions to help gauge your pain level. You may be asked to rate your pain on a scale of 0 to 10 or to choose a face on a scale that indicates your level of pain. This information helps them decide if adjustments are needed to your treatment or medication. If the pain becomes too much to bear, let your Care Team know immediately.

Lost Belongings We encourage you to send your valuables home with a friend or loved one for safekeeping. The Hospital is not responsible for loss of or damage to any personal property, including hearing aids, eyeglasses, personal tablets or mobile devices, dentures, or such items left unsecured in your room. If sending your items home is not possible, please contact the Patient Care Director or Security to have your valuables secured.

Note: If you lose something, please notify your Nurse right away and we will make every effort to find it. Unclaimed articles are turned in to the Hospital's Security Department.

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Health & Safety Preventing Falls Being in an unfamiliar environment and on newly prescribed medications can put you at higher risk for a fall. We take multiple measures to help prevent falls, including placing a call button within reach, helping you out of bed, and being by your side during walks and using the bathroom.

The following tips can also help: Follow the Care Team's instruction to prevent falls Keep your call button close, and if you cannot reach it please let us know Wear shoes or hospital-provided non-skid socks when you walk around If you wear eyeglasses, put them on before getting out of bed Lock the brakes before getting in or out of a wheelchair

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Connect App & Connect Bedside You can manage your hospital stay from your mobile or tablet device using our Connect Bedside service, available through your Connect Patient Portal. You will be able to: Communicate with your Doctor

View appointment summaries

Access test results

View in-room food options

Access medication information

Access Care Team information

How to Get Started If you are new to the NYP Connect app, follow the instructions below to get started: 1. Scan the QR code for your device 2. Download the NYP Connect app from the App Store or Google Play. Open the app, choose Connect Patient Portal, then Sign Up.

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Apple Device

Android Device

Visitor Information & Guidelines Visitor Guidelines The health and safety of our patients and visitors are a top priority, and we follow the latest visitation safety guidelines issued by the New York State Department of Health. For the most up-to-date visitation hours and policies, visit nyp.org/visitinghours.

Visitors are responsible for keeping their belongings, including cell phones, computers, and other electronic devices, with them at all times.

Due to infection control and safety concerns, some items may not be allowed in your room. Please consult with your Care Team if you have any questions.

Dining & Accommodations All NewYork-Presbyterian campuses have dining locations or food options.

For more information about those offerings, please visit nyp.org/dining.

To help ensure family members are close by during your stay we provide short-term accommodations on campuses, where available, as well as exclusive discounted rates for nearby hotels and apartments.

For more information, please visit nyp.org/accommodations.

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Helpful Resources, Programs, & Events We understand how valuable it is to have support and resources easily available while planning for your or your loved one's care.

Helpful Resources, Programs & Events Below are several services that may be helpful during and after your stay. For more detailed information and additional services, please visit nyp.org/services.

Patient Services

Global Services For international patients traveling to one of our locations, our Global Services team will support your care experience every step of the way.

Please visit nyp.org/globalservices.

For any questions or concerns regarding your experience or your rights and responsibilities as a patient. Please visit nyp.org/patientservices.

Spiritual Care & Chaplaincy

Support Groups We offer a range of support groups for patients and their families so you can connect with others who are sharing a similar experience. Please visit nyp.org/support-groups.

We have a team of professionally trained Chaplains, Residents, and Interns who can understand and interpret the religious, spiritual, and existential experiences of our patients and their families.

Please visit nyp.org/spiritualcare.

Upcoming Events

Volunteer Services

We offer events at our locations such as classes, workshops, and screenings. Please visit events.nyp.org.

Our volunteers are caring individuals who offer their time, talent, and dedication throughout the Hospital, providing an extra dimension of services to our patients and families.

Please visit nyp.org/volunteer.

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Preparing to Go Home We develop your discharge plan with your specific needs in mind.

Once you have been discharged, it is our goal to ensure that you have a smooth and safe transition home. We offer follow-up care from a range of specialists at over 190 locations.

Please visit doctors.nyp.org.

On behalf of the entire Care Team at NewYork-Presbyterian, thank you for trusting us with your care.

Preparing to Go Home Discharge Information Prepare for your discharge early so you can have a smooth transition back home. A member of your Care Team will guide you through the contents of your Discharge Envelope, found in the back pocket of this packet. You will be provided with a discharge plan, prescriptions, follow-up information, and a checklist to help you get ready to leave the Hospital.

Billing & Insurance Your hospital bill should reflect the cost of your stay and any special services or procedures you received. You will be billed separately for any physician services, and not all physicians participate in the same health plans as the Hospital. For further questions on billing, insurance, financial assistance, or to pay your bills, visit nyp.org/payingforcare or call (866) 252-0101.

Medical Records To request hospital records, you must complete the Authorization for Release of Medical Information form. This form is available in English, Spanish, and Chinese at nyp.org/medicalrecords.

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This information is brief and general. It should not be the only source of your information on this healthcare topic.

It is not to be used or relied on for diagnosis or treatment. It does not take the place of instructions from your doctor.

Talk to your healthcare providers before making a healthcare decision.

Copyright NewYork-Presbyterian Hospital. 2023. All rights reserved.

REV 11/23

Important Phone Numbers NewYork-Presbyterian Weill Cornell Medical Center 525 East 68th Street, New York, NY 10065 General Information

212-746-5454

Patient Access

212-746-4250

Medical Records

646-697-4764

Patient Services Administration

212-746-4293

Private Duty Nursing

212-746-4091

Billing Information

866-252-0101

For additional information, such as hours of operation, directions and parking, please visit nyp.org/weillcornell or scan the QR code:

9 x 12 envelope (outside)

Discharge Checklist

Name:

Thank you for trusting NewYork-Presbyterian with your care.

Please review this checklist with your Care Team to ensure your discharge goes smoothly.

I have all my follow-up appointments booked or know how to set them up.

I have information about my symptoms and problems to watch out for at home.

I have the name and phone number of the person to call if I have any questions during my first week home.

I have an updated list of all my medications and understand their purpose and side effects.

I have access to the Connect app, so that I can view test results, upcoming appointments, and communicate with my Care Team.

I understand my dietary restrictions.

I have someone to take me home or have made arrangements with my Care Team to get home safely.

I have reviewed and understand all discharge instructions.

9 x 12 envelope (inside)

Patient Satisfaction Survey After your discharge, you may receive a Patient Satisfaction Survey asking about your stay.

Please take a moment to complete and return this survey.

Your feedback enables us to enhance the hospital experience for everyone.

To learn more about blood and organ donation visit:

Thank Your Care Team If you would like to thank a Care Team member for the care you received, you can send an eCard by visiting myapps.nyp.org/eCard, or scan this QR code for additonal information.

nyp.org/volunteer/blood-drive nyp.org/transplant/organ-donation