Patient and Family - Hartford · ... ourselves on delivering the highest quality of care. ... nursing care is provided by a team of highly skilled, ... the pharmacy at 4-4540. Case

Patient and FamilyHandbook

Your Guide to Our Services

WelcomeLetter from the President

Mission and Core Values

Campus Directory Map

Frequently Used Phone Numbers

Welcome

Letter from the PresidentWelcome to Saint Francis Hospital and Medical Center.

Cherishing every life – every day, every hour: This statement expresses not only the spirit of Saint

Francis Hospital and Medical Center, it is genuinely personified by the entire Saint Francis family –

professionals committed to not only meeting, but exceeding, your expectations during your stay.

We have been named one of the 100 Top Hospitals in America and one of the 100 Top Cardiovascular

Hospitals in America numerous times. These distinctions speak volumes about the hard work and

unwavering commitment of a staff working to provide exceptional service to our patients.

As one of the largest hospitals in Connecticut, and the largest Catholic hospital in New England,

Saint Francis is a leader in delivering advanced, contemporary medicine. We are deeply committed

to health and healing through excellence, compassionate care, and a reverence for the spirituality of

each person we serve.

As a patient at Saint Francis, you have entrusted us with your care. We realize how important that is,

and we will do everything we can to prove that your trust is merited. Our team of skilled physicians,

nurses, technicians, and support staff will work together to achieve one primary goal: providing world-

class care during your stay.

Thank you for choosing Saint Francis Hospital and Medical Center. Wishing you a full and prompt

recovery, I extend my best wishes to you and your loved ones.

Sincerely,

Christopher M. Dadlez

President and Chief Executive Officer

Caring Hearts. Healing Hands. Welcome

Our Mission

We are committed to health and healingthrough excellence,compassionate care

and reverence for the spirituality of each person.

Our Core Values

RespectWe honor the worth and dignity of those

we serve and with whom we work.

IntegrityWe are faithful, trustworthy and just.

ServiceWe reach out to the community,

especially those in need.

LeadershipWe encourage initiative, creativity,

learning and research.

StewardshipWe care for and strengthen resources entrusted to us.

Saint Francis Care is a healthcare ministry of the Catholic Archdiocese of Hartford


Responding to the scriptural call to heal....


Welcome


Frequently Used Phone NumbersWhen dialing from within Saint Francis Hospital and Medical Center, dial the last five digits only.

General Information Dial “0”Patient Information 714-4789Admitting 714-5166Arrow Pharmacy 714-7455Blossoms Flower Shop 714-4006Butterfly Boutique 714-6347Condition CARE Dial “2273”Case Management 714-4613Cashier 714-4941CT VNA Partners Home Care & Hospice Services 1-888-482-8862Compliance Office 714-1305Computer Help Desk 714-5519Ethics Committee Dial “0”Engineering 714-4242Environmental (Housekeeping) 714-4047Foundation 714-4900Gift Shop 714-5602HealthConnect 1-877-STFRANCIS (877-783-7262)Hospitality Suites 714-5166Infection Control 714-4903Integrative Medicine 714-7451Language Services 714-4000Life Line 714-2626Lost and Found (Risk Management) 714-4573Medical Records (Health Information Management) 714-4646Mount Sinai Rehabilitation Hospital 714-3500Palliative Care 714-4749Pastoral Care 714-4308Patient Account Representative 714-4952Patient Ombudsman 714-4606Physician Referral 1-877-STFRANCIS (877-783-7262)Privacy Officer 714-6479Security 714-4492Telephone Repair 714-4357Television Repair 714-4225Volunteer Services 714-4979

Healthcare TeamMedical Staff

Nursing Services

Pharmacist

Case Management

Pastoral Care

Palliative Care

Integrative Medicine

Ancillary Professional and Support Staff

Patient Ombudsman

Volunteers

Staff Identification

Healthcare TeamYour care at Saint Francis Hospital and Medical Center is provided by a team of healthcare profes-

sionals, including your own physician, nurses, pharmacists, dietitians, technicians, therapists,

physicians in post-graduate specialty training, medical students, students in other fields of health-

care and many others with specialized expertise.

At Saint Francis Hospital and Medical Center we pride ourselves on delivering the highest quality

of care. Our goal is not only to meet but to exceed your expectations of us. If you have questions or

concerns about your care, be sure to discuss them with your Healthcare Team. If there is anything

we can do to make your stay more comfortable, please speak with your nurse or the nurse manager.

Medical StaffIn addition to your own personal physician, you may encounter a number of other physicians during

your stay in the Hospital. They may include hospitalists, residents, fellows, and specialists.

Hospitalists: Doctors who exclusively treat patients while they are hospitalized. Under the direction

of your personal physician, they may assume primary responsibility for your care while you are

hospitalized, keeping your personal physician informed of your progress.

Residents: Physicians in training who work under the guidance of a faculty member as part of a team

delivering care to patients.

Fellows: Physicians who have completed their residency program and are now training in a specialty,

such as cardiology, gastroenterology or colorectal surgery.

Specialists: During your hospital stay, your primary physician may consult other physicians with

expertise in specific areas of medical practice (such as Cardiology or Hematology/Oncology) to assist

in your case. You may receive a separate bill for this service.

Nursing ServicesTwenty-four-hour nursing care is provided by a team of highly skilled, professional nurses, licensed

practical nurses and certified nursing assistants. This care is coordinated and directed by a nurse man-

ager on each unit. Each member of the team is dedicated to providing comprehensive, compassionate,

quality care to all patients.

PharmacistThe Hospital pharmacy is responsible for providing you with the medications prescribed by your

physician. On each unit a pharmacist is assigned to work closely with your physician and nurses to

continually monitor your drug therapy for interactions and conditions that may compromise the

Caring Hearts. Healing Hands. Healthcare Team

effectiveness of a medication. In addition, the Hospital has a strong commitment to assure that

the entire medication process, from the time the physician orders the medication to the time it is

administered to you, is done in the safest possible way utilizing the latest computer and electronic

advances available.

We encourage everyone to keep a record of the medications they are taking. Our pharmacy can provide

wallet medication card which you should keep with you at all times. In an emergency, it could save

your life.

If you wish to speak with a pharmacist, ask your physician or nurse to contact the unit pharmacist. To requesta wallet medication card, please call the pharmacy at 4-4540.

Case ManagementRegistered nurse case managers and social workers serve you and your physician team by coordinating

appropriate and timely care. They also work with your managed care representatives to ensure that

services are cost-effective and in the most appropriate setting. Often, a case manager will contact

you before or soon after your admission.

If you wish to speak with a case manager or social worker, ask your physician or nurse to contact the CaseManagement office, or call 4-4613. Case Management staff are located on all units.

Pastoral CareVisitation by a chaplain is available to patients and families of all beliefs and faith traditions

• For emergencies after 4:00 p.m. and on weekends and holidays, dial “0” from within the Hospital and ask for the on-call chaplain.

• At your request, your own Faith Community leader can be notified of your Hospital admission.

Let your nurse know if you would like to see a chaplain, or dial 4-4308 and give your name and room number.

Space is available for prayer and reflectionPlease see the Campus Directory Map at the front of this Handbook for location details.

• The Chapel on the second floor (Building 2-3) is open to all 24-hours/7 days a week.

• Reflection Room on the fourth floor (Building 4-1) is open to all 24-hours/7 days a week.

• Mosque, a prayer room for people of the Muslim faith on the third floor (Building 3-9), is open to all 24-hours/7days a week.


Liturgical services for Roman Catholic faith• Holy Communion is distributed to patients Sunday through Friday.

• The Sacraments of Reconciliation and Anointing of the Sick are available upon request.

• Daily Mass is celebrated in the Saint Francis Chapel, Monday-Friday at 6:20 a.m. and 12:00 Noon,Saturday at 4:00 p.m., and Sunday at 12:00 Noon. The Mass can be viewed on Channel 4.

Services for other faith traditions• Communion is available for patients of the Protestant faith.

• Shabbat candles and Kosher meals are available for patients of the Jewish faith.

The Pastoral Care Department can assist in finding resources for patients of other faiths. For more information, please call the Pastoral Care Department at 4-4308.

Palliative CareThe Palliative Care program is an interdisciplinary team that serves patients living with chronic, life-

threatening terminal illness. The goals of the program are improving quality of life by relieving

physical, emotional and spiritual suffering. Services include clinical assessment and coordination of

care by the Palliative Care Team.

Palliative care consultation can be accessed by referral from the patient's physician, the staff on the patient'sunit, or by patients and families themselves. For more information, please call 4-4749.

Integrative MedicineThe Integrative Medicine program was developed to give patients some quiet attention and comfort

during their stay at Saint Francis Hospital and Medical Center. The services focus on assisting patients

throughout their healing process – spirit, mind and body – to relax, sleep and even expedite healing.

CranioSacral TherapyThis gentle technique involves “listening through the hands” to the body’s subtle rhythms and patterns

of inertia or congestion. Soft touch to the cranium and spine (the craniosacral system) can help to

release tension and restore balance in the body.

Energy TherapyThis technique is a gentle, relaxation technique that can help you feel calmer and more comfortable.

Energy therapy may give you some pain relief, help you rest, can restore your energy, and may help

stimulate the body’s own natural healing abilities.

Guided Imagery/VisualizationThis technique uses the imagination to help people cope with stress and to activate the body’s self-

healing processes. By imagining positive images and desired outcomes to situations, individuals may

reduce pain, anxiety and stress-related disorders.


HypnotherapyHypnosis is a comfortable and naturally occurring phenomenon that everyone experiences on a daily

basis. During hypnosis, practitioners induce a state of consciousness similar to deep daydreaming,

so that the patient is relaxed and open to positive suggestions. These suggestions can help a person

modify - or completely eliminate - unhealthy and unwanted patterns of behavior.

ReflexologyThe hands and feet are regarded as mirrors of the body. By applying a controlled amount of pressure to

specific points on the feet or hands (reflex areas), the therapist can identify and treat problems in all

parts of the body.

Soft Touch Hand MassageHands have thousands of nerve endings, and many fine-tuned muscles and sensory receptors. Soft

touch hand massage is meant to be very gentle and relaxing to the recipient. Practitioners provide a

soft stroking and massage of the palm, medial (inner) and the lateral (outer) sides of both hands.

Sound TherapySound vibrates in waves at different frequencies and is said to influence both the emotions and certain

physiological functions, such as heart rate and breathing. Sound therapists may use a flute, voice, or

bowls to relax and comfort patients.

Therapeutic MassageTherapeutic massage can be used to promote general well-being and enhance self-esteem, and it can also

benefit blood pressure, circulation, muscle tone, digestion, and skin tone as it boosts the circulatory

and immune systems. The touch of massage is an instinctive gesture of comfort and can have strong

physiological and emotional effects.

All inpatient services are complimentary. To schedule an Integrative Medicine service or learn more aboutservices, please call 4-7451.

Gift Certificates are available for purchase to use at community locations once the patient has left the Hospital.

Ancillary Professional and Support Staff While you are a patient at Saint Francis Hospital and Medical Center other healthcare professionals

may also be involved in your care, including physician assistants; lab and radiology technicians;

physical, occupational and speech therapists; and others.

Many other dedicated people work behind the scene to ensure your comfort and well-being while

you are here. They include members of the Departments of Environmental Services, Food and

Nutrition, Engineering and Maintenance, Finance, Administration and many more.


Patient OmbudsmanSaint Francis Hospital and Medical Center emphasizes service excellence and patient satisfaction in

order to provide quality patient care. The Patient Ombudsman can help you navigate the Hospital’s

services and assist you with any issues, concerns or questions relating to your Hospital stay.

The Patient Ombudsman can provide support and offer solutions to problems for you and your family. ThePatient Ombudsman is available Monday through Friday, 8:30 a.m. to 4:30 p.m., by calling 4-4606.

VolunteersVolunteers are an important part of the “Healthcare Team” at Saint Francis Hospital and Medical

Center. They provide an extra dimension of compassionate care and services to patients, empathy and

assistance to families and visitors, and support for staff.

To learn more about the volunteer program, please call 4-4979.

Staff IdentificationAll hospital employees, volunteers, and contractors are issued identification badges which they are

required to wear during their working day.


Important Patient Safety InformationPatient’s Bill of Rights and Responsibilities

Understanding Your Care Plan

Confidentiality of Health Information

Advance Directives

Pain Management

Patient Directory Information

Ethics Committee

Concern About Your Care

Compliance with Laws and Regulations

Non-discrimination Notice

Organ/Tissue Donation

Important Patient Safety InformationAt Saint Francis Hospital and Medical Center, we encourage patients and families to be actively

involved in their care. You can help us provide the safest care possible by:

• Providing us with a complete and accurate list of all medications you are currently taking, including prescription and over-the-counter medications, as well as vitamins and herbal products.

• Ensuring that all staff wash their hands before they care for you.

• Wearing your Hospital Identification Bracelet at all times. Be sure the information is correct and make sure that all staff members check your ID bracelet before any procedure, surgery or test is performed or medication given.

• Requesting assistance when getting out of bed if you are dizzy or weak.

Patient’s Bill of Rights and ResponsibilitiesYour Rights as a Patient:At Saint Francis Hospital and Medical Center and Mount Sinai Rehabilitation Hospital, Inc. we work

to improve people’s health; treat people with injury and disease; educate doctors, health professionals,

patients and community members; and improve understanding of health and disease. In carrying

out these activities, we have the utmost respect for your values and dignity. This includes working

with you to ensure the most successful outcomes possible. We believe the following guidelines will

help you understand your rights and responsibilities as a patient and therefore make you an educated

partner in your healthcare.

1. You have the right to considerate, respectful care free of restriction based on race, color, nationalorigin, religion, sex, gender identity, sexual orientation or disability.

2. You have the right to participate in the development and implementation of your plan of care.

3. You have the right to make informed decisions about your care including being informed of yourhealth status, being involved in care planning and treatment, being able to request to be involvedin care planning and treatment, and being able to request or refuse treatment, as permitted bylaw. If you refuse a recommended treatment you will receive other needed and available care.

4. You have the right to leave the Hospital even if your doctors advise against it, unless you havecertain infectious diseases that may affect the health of others, or if you are incapable of maintaining your own safety or the safety of others, as defined by law. If you decide to leavebefore the doctor’s advice, the Hospital will not be responsible for any harm that this may causeyou, and you will be asked to sign a “Leaving the Hospital Against Medical Advice” form.

5. You have the right to know the names and roles of people involved in your care planning andtreatment.

6. You have the right to have a family member or representative of your choice and your physiciannotified promptly of your admission to the Hospital.

Caring Hearts. Healing Hands. Important Patient Safety Information

7. You have the right to have an advance directive, such as a living will or other advance directiveindicating your health care representative, and to have Hospital staff who provide care complywith these directives, as permitted by law. These documents express your choices about yourfuture care as well as name someone to speak on your behalf if you cannot speak for yourself. Ifyou have a written advance directive, you should provide a copy to the Hospital, your family, andyour doctor.

8. You have the right to personal privacy.

9. You have the right to the confidentiality of your medical information. You have the right to receivea copy of Saint Francis Notice of Privacy Practices which informs you of how your medical information can be used or disclosed.

10. You have the right to access and review your medical records in accordance with the Hospital’sNotice of Privacy Practices, and to have the information explained, except when restricted bylaw.

11. You have the right to expect that the Hospital will give you necessary health services to the bestof its ability. Treatment, referral, or transfer may be recommended. If transfer is recommendedor requested, you will be informed of risks, benefits, and alternatives. You will not be transferreduntil the receiving institution agrees to accept you.

12. You have the right to know if this Hospital has relationships with outside parties that may influence your treatment and care. These relationships may be with educational institutions,other health care providers, or insurers.

13. You have the right to be told of realistic care alternatives when hospital care is no longer appro-priate.

14. You have the right to know about Hospital rules that affect you and your treatment, and aboutcharges for services rendered to you and payment methods.

15. You have the right to know about Hospital resources, such as patient representatives, pastoralcare or the Ethics Committee that can help you answer concerns and questions about yourHospital stay and care.

16. You have the right to effective communication, including an interpreter or other resources madeavailable by the Hospital to assist you when needed. If you have a speech, hearing and/or otherimpairments, you will be given additional aids to ensure your care and communication needs aremet.

17. You have the right to receive visitors whom you designate. Your visitors cannot be restricted bythe Hospital on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability. However, visitation can be limited if the visitor’s presence infringes onothers’ rights or safety, is medically or therapeutically necessary, or per a court order. You alsohave the right to withdraw or deny the visitation of any visitor, at any time.

18. You have the right to designate (orally or in writing) a support person to exercise visitation rightson your behalf if you are unable to do so. This designation, however, does not extend to medicaldecision making.

19. You have the right to appropriate assessment and management of pain.


20. You have the right to be free from restraints of any form if they are not medically necessary.

21. You have the right to receive care in a safe setting that preserves dignity and contributes to a positive self-image.

22. You have the right to be free from mental, physical, sexual, and verbal abuse, neglect andexploitation during your stay and care.

23. You have the right to agree or refuse to take part in medical research studies. You may withdrawfrom a study at any time without impacting your access to standard care.

24. You have the right to spiritual services. Chaplains are available to help you directly or to contactyour own faith community leader. You can reach a chaplain at any time during your stay by callingthe Hospital operator who will contact the on-call chaplain.

25. You have the right to refuse consent for recordings, photographs, films, or other images to be pro-duced or used for internal or external purposes other than identification, diagnosis, or treatment.You have the right to withdraw consent up until a reasonable time before the item is used.

26. You have the right to inquire and receive information about the possibility of financial assistance.As there are many different options for assistance, the billing office will work with you to obtainthe most suitable assistance available to you. You may request an itemized bill for the servicesyou have received. You may ask for an explanation of that bill. For inquiries related to financialassistance, please contact the financial assistance office at (860) 714-4952. Financial informationprovided to the Hospital will remain confidential.

27. You have the right to request that an autopsy be performed at Hospital or by another institutionand by a physician unaffiliated with the Hospital. You are responsible for any fees incurred whenan autopsy is performed by an unaffiliated organization or physician. You have the right to placerestrictions and limitations on the autopsy and/or state any specific concerns (i.e. religious considerations etc.).

28. You have the right to receive a copy of the Patient’s Bill of Rights.

29. You have the right to make a complaint about your care. You may give your complaint to, thePatient Ombudsman, your Nurse, your Physician, or Hospital administration. Your care will notbe affected by a complaint, and we will look into it as quickly as possible.

30. You have the right to file a written complaint. Letters should be sent to The Office of thePresident, Saint Francis Care, 114 Woodland Street, Hartford, Connecticut 06105.

31. If, after an administrative review of your complaint by the Hospital, you continue to be concernedabout safety or quality of care provided in the Hospital, you have the right to contact:

> State of Connecticut Department of Public Health410 Capitol Avenue, Hartford, 06134(860)509-7400; TDD: (860) 509-7191

> The Joint CommissionOffice of Quality MonitoringOne Renaissance Boulevard, Oakbrook Terrace, IL 60181To file a complaint either call 1-800-994-6610 or email [email protected]


Your Responsibilities as a Patient:The collaborative nature of healthcare requires participation by patients and/or their surrogates to

ensure the Hospital’s ability to provide you the best care possible. We ask that you accept the fol-

lowing responsibilities.

1. You are responsible for providing information about your health including past illnesses, hospitalstays, and use of medicine. You are responsible for asking questions when you do not understandinformation or instructions. If you believe you cannot follow through with your treatment, youare responsible for telling your doctor.

2. You are expected to actively participate in your pain management plan and to keep your doctorsand nurses informed of the effectiveness of your treatment.

3. This Hospital works to provide care efficiently and fairly to all patients and the community. Youand your visitors are responsible for being considerate of the needs of other patients, staff, andthe Hospital by:

> Ensuring your roommate’s privacy;

> Limiting your visitors to two at a time during specified visiting hours;

> Reminding visitors to maintain a quiet atmosphere and that smoking is not permitted in the Hospital; and

> Using televisions, radios, telephones and lights in a manner that is not disruptive to others.

4. If you choose to refuse a recommended treatment or procedure, you are responsible for any consequences of this refusal.

5. You are responsible for providing information regarding insurance coverage, rules and for workingwith the Hospital to arrange payments, as needed.

6. You are expected to leave valuables at home and only bring necessary items for your hospital stay.Valuables that are brought into the Hospital should be sent home or sent to the Hospital safe.

7. You should provide the Hospital and your doctor with a copy of your written advance directivesif you have completed these documents.

8. You are responsible for complying with the Hospital’s safety and other regulations.

9. Your health depends not just on your Hospital care but, in the long term, on the decisions youmake in your daily life. You are responsible for recognizing the effect of life-style upon your personal health.

A hospital serves many purposes. Hospitals work to improve people’s health; treat people with injury

and disease; educate doctors, patients, and community members; and improve understanding of

health and disease. In carrying out these activities, we are committed to respecting your values

and dignity.


Understanding Your Care PlanYou have the right to accept or refuse medical care. You have the right to know:

• Your diagnosis and medical condition

• What kind of treatment is suggested

• The benefits of treatment

• The risks of treatment

• Other possible treatments

• What may happen to you if you refuse treatment

These should be discussed with your physician. Be sure to ask questions if you do not understand

any of your treatment or services.

When requesting services at Saint Francis Hospital and Medical Center, you consent to basic diag-

nostic and treatment procedures by signing our “Consent and Acknowledgement” form. For certain

diagnostic and treatment procedures beyond the basic, we may require that you give your informed

consent at that time.

Confidentiality of Your Health InformationSaint Francis Hospital and Medical Center respects your rights to privacy and is committed to

protecting the confidentiality of your health information. The Privacy Officer and the Health

Information Management Department can provide information on how we protect the privacy of

your health information and how you may request copies of your health information.

If you have any questions or concerns regarding your privacy, please contact the Privacy Officer at 4-6479.

Advance DirectivesAn “advance directive” is a legal document through which you may provide your directions or

express your preferences concerning your healthcare and/or appoint someone to act on your behalf.

Physicians and others use them only if you are unable to make or communicate your decisions about

your medical treatment. Advance directives in Connecticut include a Living Will and Healthcare

Instructions and the appointment of a Healthcare Representative. You are encouraged to bring any

of these documents with you to the Hospital if you have completed them.

If you have not completed them and would like additional information about advance directives you maycontact the Palliative Care Service at 4-4749.


Pain ManagementPain is your body’s way of responding to injury, illness, or stress. Pain can be physical or psychological

(stress, emotional and spiritual).

It can be described as stabbing, pinching, aching, or causing discomfort, distress or agony. It may be

steady or come and go.

Pain may be acute, chronic or breakthrough.

• Acute pain, such as the pain caused by surgery, may at times be severe, but will gradually lessen as the body heals.

• Chronic pain, such as the pain caused by arthritis or cancer, may range from mild to severe and may continue.

• Breakthrough pain is an unpredictable episode of severe pain that is not being controlled by the patient's current interventions or medications.

Your doctor and nurse cannot measure the pain you are experiencing. You must describe your pain.

Is the pain sharp, achy or dull? When did your pain start? How long did the pain last? What makes

the pain better or worse? What have you taken that relieves or eases your pain? How does the pain

affect your daily life, your family’s life?

Using a number scale to rate your pain (0 means no pain, 10 means worst pain), your doctor and

nurse will teach you to describe the type and amount of pain you are experiencing.


It is important to know that with the treatments available today, most pain can be well controlled

no matter the type and amount of pain you may feel. When your pain is well controlled, you can

be more active, sleep better, eat better, and feel more positive. If you are recovering from surgery,

controlling your pain can help you get well faster.

You are an important part of managing your pain. Be sure to tell your healthcare professional:

• When you are in pain

• The location of your pain

• The intensity of your pain

Talk to your doctor and nurse if:

• You are experiencing pain

• You have questions about controlling your pain

• You have taken pain medicine and it is not working

The best time to manage pain is when it first begins.

If you know your pain may worsen with an activity, take pain medication first to prevent the pain.

If pain does occur, don’t wait for it to get worse before asking for pain medication. Pain medicine

often works better on a regular schedule rather than taking it “as needed” in response to pain.

As a patient at Saint Francis Hospital and Medical Center, you can expect:

• Information about pain and pain relief measures

• A concerned staff committed to pain prevention

• Health professionals who respond quickly to reports of pain

• State-of-the-art pain management

• Dedicated pain relief specialists

• Pain expressions will be believed

As a patient of Saint Francis Hospital and Medical Center, we expect that you will:

• Ask your doctor or nurse what to expect

• Discuss pain relief options with your doctors and nurses

• Work with your doctor and nurse to develop a pain relief plan

• Ask for pain relief drugs when pain first begins

• Help your doctor and nurse measure your pain

• Tell your doctor or nurse about any pain that will not go away

• Tell your doctor or nurse about any worries you have about taking pain medication

Your pain is unique to you. Pain can be affected by how you are feeling emotionally, spiritually, and

if you are concerned about your job, finances, children, etc. It is important to discuss your concerns

with your healthcare team. They can work with you to address the issues that may be causing you

additional stress and pain.

At Saint Francis Hospital and Medical Center, our goal is to have our patients as free from pain

as possible.


Patient Directory Information Federal law allows disclosure of a limited amount of patient directory information with your consent.

This information includes your room number and the telephone number to your room. If you do

not want anyone to know this information (including family and friends), you will be listed as

Confidential in the Saint Francis Hospital patient directory system. Please note that as a Confidential

patient, you will not receive telephone calls, visitors, flowers or visits from community clergy. Please

inform the Registration and Admission Coordinator or your nurse of your preference.

Ethics CommitteeWe all have our own beliefs and values. Sometimes these conflict with the medical decisions being

made by those caring for us. When such conflicts arise and the appropriate direction for treatment is

unclear, the Ethics Committee may assist and support patients, families and the healthcare team in

understanding decisions that cause concern. The Ethics Committee is made up of physicians, nurses,

chaplains, social workers, Hospital staff and members of the community who meet regularly to study

the issues behind these conflicts.

Patients, their families, staff or anyone with an ethical concern may request help from the Ethics Committeeby dialing “0”.

Concern About Your CareThe team of doctors and nurses at Saint Francis Hospital and Medical Center are compassionate care

givers who are focused on delivering the highest quality of care possible.

Patients and their families are valuable members of the healthcare team. Your special knowledge about

your loved one may provide very helpful insight.

It is most effective if you share your concerns with your physician or the manager of your floor.

Generally that person can handle the problem immediately.

However, if this person cannot address your concerns, you are welcome to do any of the following:

• Contact a Patient Ombudsman at 4-4606.

• Initiate Condition CARE (Concerned And Requesting Evaluation) by dialing CARE (2273) and provide the patient’s name and room number and the operator will page the Care Team.

• Call the Risk Management Department at 4-4573.

• Send a letter to:

The Office of the Executive Vice PresidentSaint Francis Hospital and Medical Center114 Woodland St., Hartford, CT 06105


Your concern will be shared with the appropriate department or departments, and you may receive

a follow-up phone call to get more information.

You will receive a response to your concern within 10 business days, generally sooner. This may be by

telephone or by mail.

If you have any concern about the safety or quality of care in the Hospital, you may contact:

The Connecticut State Department of Public Health410 Capitol Avenue, Hartford, CT 06134Phone: (860) 509-7400; TDD: (860) 509-7191; or www.ct.gov/dph

- or -

The Joint CommissionOne Renaissance BoulevardOakbrook Terrace, IL 60181Phone: 1-800-994-6610

Under no circumstances does presenting concerns or complaints negatively impact a patient's ongoing orfuture care at Saint Francis Hospital and Medical Center.

Compliance with Laws and RegulationsSaint Francis Hospital and Medical Center is committed to ensuring compliance with applicable

laws and regulations. If you are aware of or have a concern regarding Saint Francis Hospital and

Medical Center’s compliance with laws and regulation, we encourage you to report this concern to

our Chief Compliance Officer at 4-1305.

Non-Discrimination NoticeIn accordance with Title VI of the Civil Rights Act of 1964 (42 U.S.C. ss2000d et seq), Section 504

of the Rehabilitation Act of 1973, as amended (29 U.S.C. ss 794) Title III Americans with Disabilities

Act of 1990 (42 U.S.C. 12182), and the Age Discrimination Act of 1975, as amended (42 U.S.C.

ss61O1 et seq), Saint Francis Hospital and Medical Center does not discriminate on the basis of race,

creed, color, national origin, age, sex, sexual preference, marital status, disability or military veteran

status, in admission and access to treatment in its programs and facilities. The Vice President, Human

Resources, has been designated to help ensure compliance with the U.S. Department of Health and

Human Services’ regulations (45 C.F.R. Parts 80, 84 and 91) implementing these laws.


In furtherance of its policy not to discriminate on the basis of disability, Saint Francis has adopted

an internal grievance procedure providing for prompt and equitable resolution of complaints alleging

any action prohibited by Section 504 of the Rehabilitation Act of 1973, 29 U.S.C. § 794 (hereinafter

“Section 504”). Section 504 prohibits discrimination on the basis of disability in any program or

activity receiving Federal financial assistance. The Law and Regulation, 45 C.F.R. Part 84, may be

examined in the office of the Section 504 Coordinator, who has been designated to coordinate the

efforts of Saint Francis to comply with Section 504. Any person who believes she or he has been

subjected to discrimination on the basis of disability may file a grievance under this procedure. It is

against the law for Saint Francis to retaliate against anyone who files a grievance or cooperates in

the investigation of a grievance.

For further information about the regulations and the Hospital’s grievance procedures for resolution

of discrimination complaints, contact one of the Saint Francis Section 504 Coordinators:

Vice President Chief Nursing OfficerDepartment of Human Resources Saint Francis Hospital and Medical CenterSaint Francis Hospital and Medical Center 114 Woodland Street114 Woodland Street Hartford, Connecticut 06105-1299Hartford, Connecticut 06105-1299 (860) 714-0258(860) 714-4160

Or, you may contact: The Saint Francis Department of Risk Management at (860) 714-4573 or

[email protected]

Organ and Tissue DonationOrgan and Tissue donations offer other patients a new chance at healthy, productive and normal lives.

Saint Francis Hospital and Medical Center participates with the DonateLife organization to manage

organ and tissue donations.

To learn more about organ and tissue donation, please visit www.donatelife.net, or call 1-800-355-7427 for a brochure.


Your RoomYour Bed

Over-bed Table

Calling for Assistance

Telephone Usage• Cell Phone• Bedside Phone

Television

Temperature Control

Housekeeping

Environmental Stewardship

Recycling

Flowers and Balloons

Wireless Internet

Your RoomSaint Francis Hospital and Medical Center is committed to creating a healthy, healing environment

for you during your stay. However, the Hospital sometimes has to make adjustments in patient

accommodations because of temporary bed shortages, emergency admissions or a doctor’s orders. If

circumstances prevent you from receiving the accommodations you requested upon admission, we

will make every effort to move you as soon as possible.

If you request a private room, you will have an additional charge. Insurance plans do not reimburse

for private room charges. Private maternity and monitored rooms are available at the semi-private rate.

If a patient who is originally placed in a private room because it is the only room available elects to

remain in a private room once a semi-private room becomes available, he/she will only be charged

from the day the choice of rooms is made.

Your BedYour bed adjusts to different positions and is equipped with side rails for your protection. Please do not

try to get out of bed by yourself when the rails are raised. We will be glad to assist you.

Over-bed TableThe over-bed table in your room includes a number of features for your convenience, including

adjustable height, an extension shelf that can be used to hold your meal tray, internal storage and a

vanity mirror. Feel free to ask for a demonstration of these features.

Calling for AssistanceEvery bed and bathroom is connected to the nursing station by a nurse-call system. Some nurse-call

units are hand-held, while others are wall-mounted units. Your nursing staff will show you how to

use them. Your calls will be answered by a unit secretary or member of the nursing staff as soon as

possible.

• If you need assistance bathing or freshening up, please call your nurse.

• If you need assistance while in the bathroom, pull the emergency call cord.

Telephone Usage Cell PhonesCell Phones cannot be used in many areas of the Hospital because they can interfere with medical

equipment. Please look for signs that indicate where cell phones may be used safely.

Caring Hearts. Healing Hands. Your Room

Bedside PhonesCalling inside the Hospital: When making a call to a department within the Hospital from your

Hospital phone, dial only the last 5 numbers. For frequently called numbers, please refer to the

section at the front of this book.

Local and Toll-Free Calling: Local and toll-free calls can be made from all patient room phones.

There is no charge for these types of calls.

• Dial “9” + seven-digit number (local), or dial “9” + 1 + toll-free telephone number (toll free)

Long Distance Options: Long distance calls can be placed at the caller’s expense. The three options

below detail how these types of calls can be billed to you, and are listed in order of cost effectiveness

from least costly to most costly.

Option 1 (Least Costly): Use a calling card associated with your home telephone. This will utilize

the toll plan and rates agreed upon by you and your home telephone service provider. You can

obtain these cardsprior to your visit from your home telephone service provider.

• Dial “9” + Toll-Free number listed on your personal calling card• Follow instructions provided with calling card

Option 2: If you do not have a personal calling card, a pre-paid calling card may be purchased at the gift

shop. These pre-paid cards have pre-defined limits and instructions which are detailed on the card

packaging. If you are unable to get to the gift shop, they will deliver a pre-paid calling card for purchase

at your request.

• Dial “9” + Toll Free number listed on your pre-paid calling card• Follow instructions provided with calling card

Option 3 (Most Costly): To make collect, third-party, or credit card calls, you must speak to a long

distance Operator. The Operator will ask for your preferred payment method and connect you to the

number you wish to dial. These types of calls have charges and connection fees not imposed by the

Hospital, but imposed by the long distance carrier. It is recommended that you inquire about the

rates with the Operator who assists you prior to being connected.

• Dial “9” + “0” to be connected to the long distance Operator

General inquiries regarding long distance telephone services may be directed to: Enforcement Division,

Common Carrier Bureau, Federal Communications Commission, Room 6206, 2025 M Street N.W.,

Washington DC 20554.

Specific rate, billing, or service-related issues for Option 3 can be obtained by calling 1-800-460-8434.


Receiving Telephone CallsYour room telephone number is posted in the room, generally on the white board. It reads “Your

Telephone number is (860) 714-XXXX”. In an effort to provide the best quality of care for our

patients, patient room telephones may only receive incoming calls between the hours of 7:00 a.m.

and 10:00 p.m. Urgent callers outside of these hours should dial (860) 714-4000 to reach the

Hospital Operator, who will assist them.

Reporting A Problem With Your TelephoneIf you experience problems with your telephone service, please call our Customer Service Helpdesk

by dialing 4-HELP (4-4357) from any Hospital telephone.

TelevisionAll television services are free. As well as standard commercial stations, the Hospital offers educational

and informational programming. These include:

Channel 2TV System Information

Channel 3 Hospital Information and Radio

Channel 4 Live Chapel Services

Channels 5 and 6 C.A.R.E. Channels – Features gentle music and guided imagery to help reduce anxiety and pain andinduce relaxation and sleep.

Channels 7-18Standard cable channels

Channels 19-21Video On-Call System – Patient Education and Information. When a program is not being broad-cast, these channels display a listing of available topics. To request a video, follow the on-screendirections using your telephone.

Channel 31-32Newborn Channel (Only in maternity areas of the Hospital)

If you are having problems with your television, please call 4-4225.

To turn ON your TV: Press the TV button on your pillow speaker, and adjust the volume with the

thumb wheel.

To turn OFF your TV: Rooms on 10-9, 9-9, 8-9 and 5-9 floors: Press the TV button until you reach the

highest channel (30 or 32) and then press the TV button again. Rooms on 8-1, 6-1 and 3-5 floors:

Use the TV on/off button in the pillow speaker. All other areas - PRESS and HOLD the TV button.

After going through three channels the TV will shut off; then release the TV button.


Temperature Control The thermostats in your room have been labeled indicating how they work and what they control.

Your caregiver will be happy to adjust the temperature for you. You or your visitors may also adjust

the thermostat to best meet your comfort needs. Extra blankets are also available; just ask one of

your caregivers for assistance.

For problems, please call 4-4242.

HousekeepingYour room has been cleaned and sanitized for you. You can expect daily cleaning of your room by a

member of the environmental services department. Please allow access to your room so our staff

may perform their cleaning duties. Daily cleaning occurs between the hours of 7:30 a.m. and 3:00 p.m.

If you are in a semi-private room and your roommate is discharged, the room will be cleaned and

sanitized shortly after their departure. This process may occur at anytime to ensure the room is

ready to receive another patient. If you have any cleaning needs or concerns, please call 4-4047,

between 7:00 a.m. - 6:00 p.m. During after hours or weekends, please call the Operator and ask to

have the Housekeeping Supervisor paged.

Environmental StewardshipSaint Francis Hospital and Medical Center is committed to the environment. To that end, your care-

giver will replace your bed linens only as needed. If you would like them changed daily please let

them know and they would be happy to do so.

Recycling Saint Francis Hospital and Medical Center is committed to being environmentally conscientious.

We do this through our recycling and energy conservation efforts. Your support in this effort is greatly

appreciated.

Flowers and BalloonsFlowers and plants contribute to a healing environment. Flowers and plants must be in containers

that can be kept on a table. Balloons must be non-latex. We will deliver flowers and balloons sent

to you.

Patients in the Critical Care Units may not receive flowers or plants.


Wireless Internet AccessTo Connect Your Laptop:Click on the “Start” button.

Select “Control Panel.”

Select “Network and Internet Connections.”

Select “Network Connections.”

Right click on “Local Area Connection.”

Select “Properties” from the pop-up menu.

Right click “Wireless Network Connection.”

If the option “Enable” is at the top of the list, then you need to turn on wireless by selecting that option.

If the option “Disable” is at the top of the list, then wireless is already turned on.

Right click “Wireless Network Connection” again.

Select “View Available Wireless Networks” from the pop-up menu.

You should get a list of available wireless networks.

You can also click on “Refresh Network List” on the left column to refresh the list of available wire-

less networks detected.

Click on the “SFH Visitor”

Click on the “Connect” button in the lower right hand corner.

Once connected, open your internet browser and you will be redirected to the disclaimer page where

you will be prompted to accept the Saint Francis terms of agreement.

Once accepted, you will be redirected to the Internet.

If you continue to have difficulties connecting, you may contact our 24-hour support Help Desk at 4-5519.

DisclaimerPlease read the following:

Not all the information available via the Internet is accurate, current or complete. Users are encouraged

to exercise critical judgment. Saint Francis Hospital and Medical Center assumes no responsibility

for any damages, direct or indirect, arising from its connections to the Internet, nor for the accuracy

and effectiveness of any installed filter. Saint Francis Hospital and Medical Center cannot be held

liable for any information that may be lost, damaged or unavailable due to technical or other diffi-

culties. Commercial filtering software is utilized for this Internet Access. While these filters block

much of the material that may be considered inappropriate, filters are not 100% effective. We ask

you to remain sensitive to the fact that you are in a public space shared by people of all ages, with

a variety of information interests and needs.


Did You Know?Everyday, more and more users access the Internet wirelessly. Business travelers use wireless laptops

to stay in touch with home, or the office; vacationers beam snapshots to friends while still on holiday.

A wireless network allows mobility, not to mention no more tangled cords! The downside of a wire-

less network is that, unless you take certain precautions, anyone with a wireless-ready computer can

use your network. That means your neighbors, or even hackers lurking nearby, could “piggyback”

on your network, or even access the information on your computer. And if an unauthorized person

uses your network to commit a crime or send spam, the activity can be traced back to your account.

Fortunately, there are steps you can take to protect your wireless network and the computers on it.

To read more, visit www.ftc.gov and search for keywords “wireless security.”


Safety and SecurityStaff Identification

Identification Band

Medication and Food from Home

Electrical Appliances

Fire Safety

Smoke-free Environments

Security

Valuables

Lost and Found

Infection Control• Standard Precautions• Respiratory Hygiene/Cough Etiquette• Hand Hygiene

Safety and SecurityAs a critical part of the Saint Francis Hospital and Medical Center commitment to excellence, we are

concerned about patient and visitor safety as well as patient care.

To ensure safety every day the following policies are in place to protect our patients, visitors and staff.

Staff IdentificationAll Hospital employees, volunteers, and contractors are issued identification badges which they are

required to wear during their working day.

Identification Band An identification band is placed on your wrist when you are admitted. Please check the information

to make sure it is correct. Do not remove it during your stay. Make sure all staff members check your

ID band before any procedure, surgery or test is performed or medication is given. If you are allergic

to something, you may receive a special red band which alerts Hospital staff to your allergy.

Medication and Food from Home All medications required during your stay will be ordered by your physician and managed by the

Hospital Pharmacy. Using medications, dietary supplements, or other therapies not specifically pre-

scribed by your treating physician, or not supplied by the Hospital Pharmacy, may upset a carefully

planned program of treatment and could be harmful to your care and possibly extend or delay your

discharge from the Hospital. If you have a list of medications you are taking at home, DO bring this

list to the Hospital to assist your healthcare team in your treatment. Medications themselves should

not be brought to the Hospital from home unless you are specifically asked to do so by a member of

your healthcare team. In these cases, identification of your medication must occur by a Hospital

Pharmacist prior to the medication administration. Medications cannot be left at the bedside.

Please do not bring food from home unless approved by your doctor or nurse. Food brought in from

outside of the Hospital may interfere with your prescribed diet. Storage to ensure proper safety is

also limited.

Electrical AppliancesIf you bring an electrical appliance from home (electric razor, blow dryer, etc.) please notify your

nurse to ensure that it is inspected by our Engineering Department, if necessary.

Fire SafetySaint Francis Hospital and Medical Center is protected by sprinklers throughout. All employees receive

in-service training on a yearly basis in order to protect patients and visitors.

Caring Hearts. Healing Hands. Safety and Security

If a fire alarm sounds in your area, wait for instruction from the Hospital staff. They will instruct

you where to go and what to do for your safety. It is often safer for you to remain in your room with

the door closed; however, if you need to relocate and are unable to move under your own power,

Hospital staff will assist you.

Smoke-free EnvironmentsSaint Francis Hospital and Medical Center is concerned not only with the treatment of disease but also

the promotion of wellness. As a result, Saint Francis is a 100% tobacco-free zone. Smoking by patients,

employees and visitors is not permitted anywhere in the Hospital or on the grounds or within the blue

“no smoking” lines surrounding the Hospital.

If you would like information on stopping smoking, call HealthConnect toll-free at 1-877-STFRANCIS(1-877-783-7262).

Security The Security Department operates 24-hours a day, seven days a week. Security officers are assigned

to stationary and roving posts throughout the Hospital and campus, including the parking lots and

the parking garage. The security guards are identified by their uniforms and their Hospital ID badges.

Escorts for visitors to their vehicles will be provided by Security upon request. To request an escort or otherroutine Security assistance, please call 4-4492.

Special Security phones are located throughout the Hospital and garage.

Valuables Please leave all jewelry, electronic devices (such as cell phones and/or laptop computers), money and

other valuables at home. If you bring valuable items with you they will be sealed in a special envelope

which will be placed in the Hospital’s safe. A receipt for the contents will be placed with your chart.

At the time of your discharge, you may obtain your valuables by presenting your receipt at the

Cashiers Office. Please remember that you are responsible for your dentures, eye glasses, hearing aids,

jewelry, prosthesis and any valuables or money you keep at your bedside. The Hospital cannot assume

responsibility for your valuables or personal articles kept in your room or on your person.

Lost and FoundLost or missing articles should be reported to your nurse or the nurse manager on your floor. Found

articles should be brought to the nursing station. Saint Francis Hospital and Medical Center cannot

be responsible for your personal property.

To inquire about lost-and-found articles, you may call 4-4573 Monday through Friday from 7:00 a.m. to 3:30 p.m.


Infection ControlStandard Precautions and Isolation As part of our commitment to quality patient care and the safety of our employees, Saint Francis

Hospital and Medical Center employees follow the policies of the Centers for Disease Control, The

Connecticut Department of Public Health and the Occupational Safety and Health Administration

(OSHA) to prevent the spread of germs. Members of our staff will wear appropriate barriers such as

gloves, masks, gowns, and goggles. Standard precautions are in effect for all patients in all Hospital

locations at all times. You may require additional isolation precautions to provide further protection

to staff, other patients, and visitors. These special precautions will be explained to you by your nurse,

and a sign will be posted at the door indicating the specific precautions required. Your visitors

should check in at the nursing station for explanation of the proper items they must wear before

they enter your room, such as gloves and/or a gown.

Please do not hesitate to ask the Nursing and Infection Control staff any questions you may have

about this important topic during your stay.

Respiratory Hygiene/Cough EtiquetteAlways cover your mouth and nose with a tissue when you cough or sneeze, dispose of the used tissue

in the trash, and wash your hands. These practices stop the spread of germs such as influenza (Flu),

which can travel through the air or by physical contact. For your safety and theirs, please ask your

relatives and friends to avoid visiting if they are ill.

Hand HygieneWashing your hands, either by using soap and water or foam, is the most important thing you can do

to protect yourself from infection while you are in the Hospital. This is especially true after handling

any type of soiled material or using the bathroom. We encourage you to remind anyone involved in

your care to wash their hands. Ask visitors to clean their hands upon arrival to your room, when

leaving your room, and to avoid sitting on your bed.


Food ServicesDiet

Special/Restricted Diets• NPO• Clear Liquids• Full Liquids• Soft• Regular• Low Fiber• Modified Consistency• Dysphasia• ADA Diabetic• Heart Healthy• Low Sodium• Fluid Restricted• Kosher

Food and Nutrition Services

DietYour doctor will prescribe a diet for you upon admission as part of your medical care. If you follow a

special diet at home please inform your doctor. Every attempt will be made to accommodate these dietary

needs during your stay. The diet which your doctor prescribes is based on your medical condition and/or

your ability to tolerate certain foods. Diets may often begin as NPO (nothing by mouth), then progress

to liquids, then solids. Common diet restrictions include liquids only, diabetic diets, heart-healthy diets,

and diets modified for chewing and swallowing problems.

A Nutrition Assistant will assist you with your meal choices based upon your prescribed diet and

will answer questions you may have regarding your diet. Your meal may also be pre-selected at

times. Usual meal times are as follows:

Breakfast 7:30 a.m. – 9:30 a.m.Lunch 11:30 a.m. – 1:30 p.m.Dinner 4:30 p.m. – 6:30 p.m.

The information below has been designed to provide clarity on special diets and to help you and

your family understand the special diet restrictions your doctor has ordered for you during your

hospital stay.

Special/Restricted Diets Your Doctor Has Ordered for You.....

NPO: NPO means nothing by mouth. This means no food or liquids. This diet is ordered prior to surgery

or before a test, or whenever you should not eat or drink.

Clear Liquid: This is usually the first diet after NPO. It provides water, broth, jello, tea and clear juices.

Full Liquids:This diet is ordered after clear liquids are tolerated. It provides clear liquids, liquid dairy products,

strained soups and some cooked cereals.

Soft: This diet has foods that are low in fiber, bland (not spicy or heavily seasoned) and easy to chew.

Caring Hearts. Healing Hands. Food Services

Regular: This diet does not have any restrictions. It uses the Dietary Guidelines for Americans and meets the

Recommended Dietary Allowances (RDAs) with appropriate food selections and consumption.

Low Fiber: This diet helps to treat digestive problems or helps after some types of surgery. It limits whole grain

breads and cereals, fruits, vegetables, beans, peas, nuts and seeds.

Modified Consistency: This diet is ordered because of chewing problems. It includes soft, chopped, ground or pureed meats,

fruits and vegetables.

Dysphagia: This diet is ordered because of swallowing problems. It may include pureed, ground, chopped or soft

foods. Liquids may be as thick as nectar, honey or pudding thick, depending on the doctor’s order.

ADA Diabetic: This diet helps to control blood sugar (blood glucose) levels. It limits foods which have a high amount

of simple sugars, such as desserts and sweetened beverages, and evenly spreads carbohydrate foods

among meals and snacks.

Heart Healthy: This diet helps to maintain better heart health. It includes foods that are low in fat, high in fiber and

low in sodium.

Low Sodium: This diet helps to reducing swelling, shortness of breath and high blood pressure. Salt-free spices

and herbs are used to provide flavoring for foods on this menu.

Fluid Restricted: This diet is ordered when the body retains too much fluid. It limits fluids to a specific amount over

24 hours. Water, coffee, tea, soda, milk, juices, gelatin, ice cream, sherbet and popsicles are all

considered fluids.

Kosher: Supervised Kosher meal services are available at all meals. Kosher modifications are also available

to regular menus.

The Hospital offers a number of dining options for visitors. Please see the Visitor Information section thatfollows.

Caring Hearts. Healing Hands. Food Services

Visitor InformationVisiting Guidelines

Visiting Hours

Public Access

Parking

Dining Facilities

Cell Phones (see section - Your Room)

Internet Usage (see section - Your Room)

Hospitality Suites

Visitor Information

Visitor GuidelinesSaint Francis Hospital and Medical Center personnel need the assistance and partnership of visitors,

family and friends to help create an environment that helps every patient to heal. These are a few

reminders that we would ask you to abide by.

Visiting Hours General Visiting Hours are 8:00 a.m. to 8:00 p.m. daily. Only two visitors per patient are permitted

in the patient room at one time. Visitors must check with a nurse before entering a room marked

with a Special Precautions sign. Patients may receive visits from children of any age when arranged

with the nursing supervisor.

Intensive Care Units (MSICU and CICU)Visiting is allowed 24-hours a day as permitted by patient condition, with the exception of 7:00 a.m. -

9:00 a.m. and 7:00 p.m. - 8:30 p.m., at which time no visitation can occur. Visitors are limited to

two-to-three immediate family members, or others who play a significant role in the life of the

patient (“significant others”). Short, frequent visits are generally best (10-15 minutes every hour).

This enables patient care and rest to occur between visits. Due to the critical nature of your loved

one’s illness, there will be other times when your ability to visit will be delayed or restricted. We

will make every effort to communicate to you the length of delay when you call in, but are unable

to always predict in advance when visitation is best. Children under the age of 12 are not permitted

to visit a patient in the ICU.

New Beginnings Family BirthCare (Labor and Delivery)The birth of a baby is a highly personal, intimate experience for every woman and her family. Each

family’s experience will be shaped by their unique needs. We believe in safe, compassionate care

during your birth experience. While we make every effort to include family members that you would

like to have present and support you during this special time, the safety and comfort of you and your

baby remain our highest priority.

New Beginnings FamilyCare (Maternity)We encourage all family and friends to visit the new family after delivery in their assigned room on

the FamilyCare Unit, during the hours of 8:00 a.m. to 8:00 p.m. For your baby’s safety, we ask that

you screen all visitors for colds or illness prior to their visit. In addition, we request that young family

members remain in mom’s room and be supervised by an adult other than the new mom at all times.

Caring Hearts. Healing Hands. Visitor Information

New Beginnings Neonatal Intensive Care Unit (NICU)In the event that your newborn is admitted to the Neonatal Intensive Care Unit (NICU), you will

receive information specific to that area. We strongly believe that parents’ presence in the unit is

essential to their infant’s recovery.

Your family and friends may call 4-4789 for information about your room and/or telephone number. To protectpatient confidentiality, detailed information about your condition will not be made available to callers.

Public AccessPublic access to the Hospital is through the Patient Care Tower lobby and the first and second floor

garage entrances to the Patient Care Tower. After 9:00 p.m., public access is through the Emergency/Trauma

Department Walk-In Entrance and only the second level garage entrance to the Patient Care Tower.

ParkingParking for patients and visitors is available in the Collins Garage with entrances off Woodland Street

or Collins Street. Hourly and daily rates are posted at the entrance.

In addition, special weekly and monthly rates are available.

Daily: Under certain circumstances, special daily rates can be made available. Please see the Unit

Nurse Manager for details.

Weekly: For a fee, you will receive a key card that allows you to exit and enter the garage at any time.

Monthly: The monthly rate is for a full calendar month, e.g. if the start date is on the 5th of the

month, the card is good until the 4th of the next month. You will receive a key card that allows you

to exit and enter at anytime.

Key Cards: There is a refundable deposit for each key card. This key card can be shared with family

members. You must pay in advance, in cash only, for a key card. Should you not use the key card for

the whole time you have paid for, you can receive a prorated refund. Key cards can be purchased from

the Garage Cashier on the second floor garage lobby, Monday through Friday, 9:00 a.m. to 5:00 p.m.,

or at the Woodland Street exit booth, Monday through Friday, 7:00 a.m. to 9:00 p.m.; Saturday 8:00 a.m.

to 9:00 p.m. and Sunday, 9:00 a.m. to 5:00 p.m.

For more information, please call 4-4690.

For your convenience, valet parking is available on the first floor of the Collins Garage. There is no

charge for valet parking; cars are charged the regular parking rate.

Dining Facilities Saint Francis Hospital and Medical Center offers several excellent dining facilities for visitors and

guests. Daily menu offerings in the Hospital cafeterias are available by dialing 4-MENU (4-6368).


The Café at Saint FrancisA beautifully designed cafeteria offers a delicious selection of gourmet and traditional style foods,

popular grab 'n go items including pizza, grilled items, and self-service salad and deli bars.

Location:

1st Floor, Building #1

Weekday Hours of Service, Monday - Friday:

Hot Breakfast: 6:30 a.m. - 9:30 a.m.

Continental Breakfast: 9:30 a.m. - 11:00 a.m.

Lunch: 11:00 a.m. - 1:45 p.m.

Self Serve: 2:00 p.m. - 4:00 p.m.

Dinner: 5:00 p.m. - 6:45 p.m.

Weekend/Holidays:



Lunch: 11:30 a.m. - 1:30 p.m.

Dinner: 5:00 p.m. - 6:45 p.m.

The Gengras CafeteriaConveniently located in the Medical Office Building of 1000 Asylum, menu offerings include a

choice of traditional entrees, soups, salads, and deli offerings.

Location:

3rd Floor, Gengras Medical Office Building

Hours of Service, Monday - Friday:



Lunch: 11:30 a.m. - 1:30 p.m.

Au Bon PainAu Bon Pain, The French Bakery Café, offers fast and hospitable service, hot and fresh baked goods,

distinctive sandwiches and soups, freshly prepared salads, and outstanding coffee.


Location:

1st Floor, Patient Care Tower

Hours of Service:

Monday - Friday: 6:00 a.m. - 10:00 p.m.

Saturdays/Sundays: 6:00 a.m. - 9:00 p.m.

Vending ServicesVending services are located in Woodland Station, on the first floor at the Cafeteria Entrance.

Beverages, snacks, soups, yogurt and sandwiches are sold. The area includes tables and microwave

ovens. Vending is also available on the third floor of the Gengras Medical Office Building, 1000 Asylum

and in the Emergency Department.

Cell Phones Please see Your Room section.

Internet Usage Please see Your Room section.

Hospitality SuitesThe Hospitality Suites at Saint Francis Hospital and Medical Center are designed to allow family and

loved ones to stay as close as possible to patients who are undergoing serious procedures or who are

in critical condition with injuries or illnesses. Guests are limited to a maximum one-week stay. There

are a limited number of Hospitality Suites available.

For more information or to request a Hospitality Suite, please contact the Admitting Department at 4-5166.


Special ServicesATM and Banking

Blood Pressure Screening

CarePages®

Get Well Messages

Language Services and Services for Hearing Impaired

Mail Services

Mini-Cabs

Newspapers and Magazines

Pharmacy

Shops and Stores• Auxiliary Gift Shop• Blossoms Flower Shop• Butterfly Boutique• Repetitions Thrift Shop

Special Services

ATM and BankingATMThere are three automatic teller machines. The Bank of America ATM is located on the first floor of

the Patient Care Tower, near the Information Desk. The Connecticut Bank and Trust (CBT) ATM is

located on the second floor of the Patient Tower near the Collins Parking Garage entrance. The

Hartford Federal Credit Union ATM is located on the first floor near the employee elevators.

Full Banking ServicesConnecticut Bank and Trust is located on the second floor of the Patient Care Tower as you enter the

Hospital from the Collins Parking Garage. Hours are Monday through Friday from 9:00 a.m. to 3:00 p.m.

and by appointment.

Blood Pressure ScreeningHoffman Heart provides free blood pressure screenings. To schedule a screening, please call 4-4202, or

visit the Center on the second floor of the Patient Care Tower between the Information Desk and the

Collins Street Garage.

CarePages®

CarePages.com is a secure website that helps patients and loved ones stay in touch during a hospital

stay. After creating a personalized CarePage, people can post updates about a patient’s condition and

progress, receive messages of support, and share information and photos – even if family and friends

are many miles away. Saint Francis provides CarePages as a free service as part of our focus on the

patient and family experience.

CarePages ensures that patients, families, and friends are protected online through privacy policies,

password-protection, and visitor management tools.

Step-by-step instructions on creating or visiting a CarePage can be found at www.carepages.com/stfranciscare

Get Well MessagesPatients at Saint Francis Hospital and Medical Center can receive Get Well messages from friends

and loved ones through the Hospital’s web site - www.stfranciscare.com. Card senders can create their

own text and choose from 12 colorful designs. Once the card is created and transmitted to the Hospital

via the Internet, it is printed and delivered to the patient by a member of the Hospital’s volunteer

staff. Every effort is made to deliver the greeting cards within 24-hours, Monday through Friday. No

deliveries are made on weekends and holidays.

Caring Hearts. Healing Hands. Special Services

Language Services and Services for Hearing ImpairedSaint Francis Hospital and Medical Center assists patients and families who need a foreign language

interpreter, and provides equal access to all persons, including those who have Limited English

Proficiency (LEP), those who are deaf, hard of hearing, visually impaired or have other special

communication needs.

To make sure everyone is understood, we provide 3 interpretation options (telephone, video remote

and in-person) which include sign language, oral interpretation, TTY telephones, assisted-listening

devices, and other auxiliary aids; plus translation of written materials. All services are free of charge

to patients and companions who are deaf, LEP, hard of hearing or have speech disabilities. Telephone

and video remote interpreters are available 24 hours a day, 7 days a week, in more than 210 languages.

You have the right to free language assistance. Please tell our staff if you require help, or call (860) 714-4000and we will arrange it for you.

The Telecommunications Department has equipment and services available for patients, their

companions and family members who have special needs. If you notify the admitting representative

before your admission, we will make every effort to have the equipment and or service available

before your stay begins.

After admission, please ring your nurse to request the following equipment and/or service:• American Sign Language Interpreters

• Telephones equipped with volume controls for speaking and listening

• Telephones equipped with lighted ringers

• Text Telephones (TTY)

• Telephones with large-number key pads

• Speakerphones that do not require the use of a handset

• Assistive Listening Devices

We also provide:• Closed Captioning (CC) Television

• Telephones with Braille key pads

• Wheelchairs

For assistance, please dial “0” for the Operator.


FREE L ANGUAGE SERVICES

LOS SERVICIOS DE ASISTENCIA DE IDIOMAS GRATIS

Saint Francis Careigualdad de acceso a todas las personas, incluyendo a los que tienen Dominio Limitado del

otras necesidades especiales de comunicación.

Saint Francis Care Saint Francis Hospital and Medical Center, provide

who are deaf, hard of hearing, visually impaired or have other special communication needs.

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Mail ServicesIncoming mail is delivered daily. We will deliver mail, packages and flowers to your room as quickly

as possible. You may give outgoing mail to the unit secretary on your floor. Mail received after your

discharge will be forwarded to your home. Stamps are available at the Gift Shop.

Mini-CabsMini-Cabs are available inside the Hospital to take you to your destination, if you are handicapped or

disabled. You may summon a Mini-Cab at the Information Desks or use the telephones marked with

yellow and black checkered signs. Security is on duty 24/7 at the entrance to the Collins Garage on

the 2nd floor and can arrange Mini-Cab or wheelchair transportation for you.

Newspapers & MagazinesNewspapers and magazines may be purchased from the Gift Shop on the first floor in the Patient Care

Tower. Newspaper vending machines are also located conveniently throughout the Hospital.

PharmacyArrow Pharmacy, which sells over-the-counter and prescription medications and other items, is located

on the first floor of the Patient Care Tower, along the walkway to the Collins Garage. Arrow Pharmacy

is open Monday through Friday, 9:00 a.m. to 5:00 p.m. The phone number is (860) 527-2800.

Shops & StoresThe Auxiliary operates a number of shops in the Hospital for your convenience. Proceeds from all of

the shops are utilized for ongoing Hospital programs and activities, medical equipment, scholarships

and special patient needs.

Auxiliary Gift ShopThe Gift Shop is located on the first floor of the Patient Care Tower. The Gift Shop offers a wide range

of gift items, boutique clothing, Chamilia and other jewelry, baby gift items and religious articles. Also

available are sundries, greeting cards, snack items, beverages, newspapers and magazines.

Hours: Monday - Friday: 9:00 a.m. to 7:30 p.m.; Saturday and Sunday: 11:00 a.m. to 5:00 p.m.

Phone: 4-5602


Special Gift Shop Services• Deliveries - Our volunteers are happy to deliver items anywhere in the Hospital.

• Gift Cards

• Stamps - Books of 20

• Phone Cards

• Showcase Cinema Movie Passes

• Dry Cleaning Service

Blossoms Flower ShopOur professional designers create fresh and beautiful floral arrangements for your special needs. A

wide variety of flowering plants, dish gardens and balloons are also available.

Deliveries to the patient’s room are free of charge. Blossoms is located on the first floor of the Patient

Care Tower, across from Au Bon Pain.

Hours: Monday - Friday: 9:00 a.m. to 5:00 p.m. Our floral arrangements are also available in the GiftShop during their normal business hours. (See above.)

Phone: 4-4006

Butterfly BoutiqueThe Butterfly Boutique offers specialty selections to enhance the comfort, appearance, confidence and

well-being of cancer patients during and after treatment. The Boutique is located at the end of the

second floor corridor that connects the Hospital with the Saint Francis/Mount Sinai Regional Cancer

Center. We will also deliver your Boutique selections within the Hospital.

Hours: Monday - Friday: 10:00 a.m. to 2:00 p.m.

Phone: 4-6347

Repetitions Thrift BoutiqueRepetitions, The Women’s Auxiliary Thrift Boutique, carries gently used items such as clothing for

the entire family, housewares, giftware, jewelry, books and more. Repetitions is located on Woodland

Street (look for the Repetitions sign near the corner of Woodland and Ashley Street).

Hours: Wednesday and Friday: 10:00 a.m. - 4:00 p.m.; Thursday: 10:00 a.m. - 5:30 p.m.

Phone: 4-4125


Patient and FamilyEducationEducational TV Channels

Health Sciences Library

Physician Referral

Smoking Cessation

Patient and Family Education

Educational TV ChannelsPatient education is an important part of your hospital stay and your recovery process. As part of

our television service, the Hospital offers a wide range of patient education videos that you may view

on channels 19-21. These channels display a list of available topics. Follow the on-screen instructions

to request a specific video by phone.

Channel 31-32 - Newborn Channel (only in maternity areas of the Hospital)

Health Sciences LibraryPatients and their families are welcome to use the Health Sciences Library’s collection of books, journals

and electronic resources. The library staff is also available to assist patients and families looking for

health information. The library is located in the Research and Education Building at 260 Ashley Street.

Hours: Monday - Friday: 7:30 a.m. to 5:00 p.m.

Phone: 4-4773

Physician ReferralSaint Francis Hospital and Medical Center is proud of the expertise of the over 700 physicians on our

medical staff. Our physicians are committed to providing quality healthcare to their patients. For

more information about our physicians or for more help finding a physician, call HealthConnect, at

1-877-STFRANCIS (877-783-7262) or visit our website at www.stfranciscare.com; click the Find A

Physician menu item.

Visit our website for the latest in medical breakthroughs, with an online health library, physician

referrals, online nursery and much more.

Smoking CessationMore than one third of cancer deaths and countless cases of heart disease, breathing disorders and

stroke are the result of smoking. No matter how much or long you have smoked, you benefit from

quitting: your risk of cancer, heart disease and other disorders is greatly reduced. Quitting smoking

is hard, but many people are able to stop each year by using a number of strategies. Some people are

able to so it alone, and some need education or group support to be successful.

Saint Francis Hospital and Medical Center offers programs to assist you. You may want to join a class,

use acupuncture or work individually with a hypnotist. Quitting smoking is one of the most important

health decisions a person can make.

If you would like to register for a class or want more information, call HealthConnect at 1-877-STFRANCIS(877-783-7262).

Caring Hearts. Healing Hands. Patient and Family Education

Learning To Stop Smoking• Program yourself for success with positive thoughts.

> There is no need for me to smoke.

> I am in control of myself and my health.

> I choose not to smoke.

> My urges will go away whether I have a cigarette or not.

> I am not a slave to cigarettes.

• Practice breath work.

> Take a deep breath through your nose (if possible), hold it for 1 or 2 seconds, slowly breathe out through pursed lips of your mouth. Repeat several times. Realize how cleansing these breaths are to your lungs.

• Calculate the time and money you are saving by not smoking!

> It takes about 6 minutes to smoke a cigarette.

> A pack of cigarettes costs over $7.

Signs of Progress• Bad taste in mouth.

> Your taste buds are waking up and can taste again. When you stop smoking, the plugs of mucus that have built up in your lungs are breaking up and coming up to your throat and mouth. This is normal and will pass.

• Coughing.

> Your lungs are beginning to function effectively again – you are cleaning house! This is a good cough.

• Sleepiness and/or sleeplessness.

> At first, your body misses the ups and downs of nicotine and needs to get used to not having this addictive drug.

• Emotional symptoms of progress.

> Cigarettes are often used to stuff down or cover up feelings. Don’t be alarmed if you become emotional now and then – you are strong and courageous. Call us if you need help.

Integrative Medicine offers relaxation techniques, smoking cessation counseling and other support to assistwith cravings and/or staying stopped. To schedule an Integrative Medicine service or learn more about services,please call 4-7451.

Caring Hearts. Healing Hands. Patient and Family Education

Leaving the HospitalDay of Discharge

Follow-up Services• Connecticut VNA Partners Home Care Services• Connecticut VNA Partners Hospice Program• Connecticut VNA Partners Palliative Care• Mount Sinai Rehabilitation Hospital

Support Groups

Lifeline

Leaving the HospitalThank you for giving us the opportunity to provide care for you. We hope that we met your expec-

tations throughout your stay.

Day of DischargeTime: Our goal is to discharge you as early as possible in the day. Please discuss with your healthcare team

your projected time of discharge and arrangements that need to be made. If transportation is a problem,

please let your nurse know. The Hospital may be able to assist you.

Pick up and/or parking:A voucher for one-hour parking may be picked up at the Hospital Information Desk on the first or

second floor. Free valet parking in the garage may be utilized. Generally, discharge occurs via the

second floor of the Collins Street Parking Garage.

Personal Valuables:If you have any valuables in the Hospital safe, don't forget to withdraw them from the cashier before

you leave. Presentation of the envelope stub by the patient or appropriate party is required. The

cashier’s office is open from 7:30 a.m. to 4:00 p.m. weekdays and is closed on weekends and legal

holidays. The telephone number to call is 4-4941.

Please notify the nursing staff when the person picking you up has arrived. Please do not hesitate to ask anursing staff member to assist you with any of your discharge needs.

Follow-up ServicesDuring your hospital stay, ongoing assessment for your discharge needs has been in progress by your

Healthcare Team. Your discharge will be arranged by the Team who will be working with you to

coordinate your care after you leave.

As part of your transition to the next level of care, an individualized Patient Discharge

Plan/Instruction Form will be provided, completed by your physician and your nurse. This will give

you a clear summary of all instructions and follow-up care that you need. Your doctor will provide

you with any necessary prescriptions for medications. You will have an opportunity to review and sign

this form before your discharge. Please feel free to ask questions during this process.

You may need to continue to receive professional healthcare in your home or in another setting, such

as a skilled nursing facility or at Mount Sinai Rehabilitation Hospital, a Saint Francis Care provider.

Upon going home, you may need the support of medical equipment, such as a wheelchair or hospital

bed. This will be addressed as part of your discharge planning. Please feel free to raise any questions

so we can be sure your after-care meets your needs.

Caring Hearts. Healing Hands. Leaving the Hospital

Your physician will determine your discharge date and with your nurse will provide you with dis-

charge instructions. The case managers will assist you and your family in coping with anxiety

associated with your illness and arranging an individualized plan when professional community

services are needed for home care or care in an alternative setting. Whenever possible, your continued

care will be provided by our healthcare services.

Connecticut VNA Partners Home Care ServicesSaint Francis Hospital and Medical Center understands that most people would rather recuperate in

the warmth and support of their home and family when they are ill. Capable and compassionate care

provided in your home can make the difference in an earlier discharge from the Hospital, and it can

even prevent another hospitalization.

Through Connecticut VNA Partners, a partnership of Saint Francis Hospital and Medical Center and

Masonicare, your case manager can arrange for post-hospitalization care to be provided in your home.

Our staff of visiting nurses and other home care specialists provide a range of services. These include

skilled nursing care, home health aides, physical and occupational therapy, speech and language

pathology, nutritional counseling, medical social services and hospice care.

Our home health care is available 24-hours a day, seven days a week. Please discuss your concerns andpotential needs with your physician and case manager. You may also call Connecticut VNA Partners directlyat 1-888-482-8862 for more information.

Connecticut VNA Partners Hospice ProgramHospice is a special way of caring that recognizes dying as a normal process of living and provides

support and care to the terminally ill and their families. Hospice services through Connecticut VNA

Partners are provided by a multidisciplinary team of professionals and volunteers whose primary

goal is to coordinate care and support, allowing patients the highest quality of life possible during

the final stages of illness. Depending on your care needs, hospice care can be provided in your home,

the hospital, or an extended care facility.

Services provided by hospice include coordination with the patient’s physician, regularly scheduled

nursing visits; counseling support, pastoral care, and social services for patient and family, home health

aides for personal care; physical, occupational and speech therapy; dietary counseling; volunteers;

bereavement services; and, 24-hour on-call services.

Please discuss your concerns and potential needs with your physician and case manager. You may alsocall Connecticut VNA Partners Hospice Program directly at 1-888-482-8862 for more information.

Connecticut VNA Partners Palliative Care Often, living with a life-threatening illness can present many questions, challenges and changes. The

Connecticut VNA Partners Palliative Care program has been developed to be a resource to patients

and families dealing with diagnosis of progressive illness that may not be responsive to treatment, or who

may be experiencing pain or symptoms from either their disease or side effects of their treatment.


Bringing together the skills and knowledge of our palliative care team of professionals and volunteers,

the program is able to address the issues, problems and concerns patients and families may confront.

The Connecticut VNA Partners Palliative Care program works in collaboration with the Saint

Francis Hospital and Medical Center In-patient Palliative Care Service to provide continuity of care.

Services include expert pain and symptom management from a team of professionals including:

skilled nursing; physical, occupational and speech therapy; counseling support and social services;

dietary counseling; volunteer support; and, complementary therapies. Personalized care plans are

developed and coordinated with your primary care physician. Services are available 24-hours a day,

seven days a week.

Mount Sinai Rehabilitation HospitalFor those patients who qualify for acute rehabilitation, Saint Francis is proud to provide services at the

Mount Sinai Rehabilitation Hospital, Connecticut’s only free-standing acute rehabilitation hospital,

and a member of the Saint Francis Care System. Acute rehabilitation programs are for patients who

require rehabilitation following illness or injury, such as Physical Therapy, Occupational Therapy,

and/or Speech Therapy. As a specialty hospital, patients benefit from 24-hour onsite, Physician-guided

medical management; specialty trained Rehabilitation Nursing staff; Dietary, Laboratory, Respiratory

care and Pharmacy services; as well as access to your physicians from Saint Francis Hospital and

Medical Center.

Patients who have sustained an illness or injury related to one or more of the following areas may

qualify for admission:

• Stroke

• Brain Injury

• Neuromusculoskeletal

> Amputation

> Neurological Disorders

> Spinal Cord Injury

> Orthopedic Rehabilitation

• General Rehabilitation

• Outpatient Therapy Services

Your Case Manager can answer your questions about your eligibility for this program.

For more information, please call our Admission Office at 1-800-789-7709 or 860-714-3530. Please visitour website at www.rehabct.com.


Support GroupsSaint Francis Hospital and Medical Center offers a number of support groups for patients and family

members both at the Hospital and in local Access Centers in the community. Some of our support

groups are:

• Breast Cancer

• Gastric Bypass

• Gynecological Cancer

• Gynecologic Cancer Spouse Support Group

• High-Risk Pregnancy

• Insulin Pump

• Lap-Band

• Leukemia, Lymphoma, Hodgkin’s and Myeloma

• Pregnancy and Infant Loss

• Prostate Cancer

For more information, please call HealthConnect at 1-877-STFRANCIS (877-783-7262).

LifelineEnhancing Confidence and IndependenceLifeline is a 24-hour service that provides assistance seven days a week, giving our subscribers and

their families assurance that help will be there if and when it is needed. A simple push of the

button connects the subscriber with trained personnel who will identify their needs and dispatch

the appropriate help.

Other program features include:

• Installations within 24 hours

• Emergency installations within 4 hours

• 24-hour, on-call personnel

• Telephone accessories

> Jack installs

> Wall plate adapters

• Sliding scale eligibility

If you would like additional information or would like to set up an appointment, please contact our LifelineManager at 4-2626 or 4-8907.


Billing and FinancialInformationInsurance and Financial Responsibilities

About Your Bill

Free Bed Funds

New Moms/Insurance for Newborns

Billing and Financial Information

Insurance and Financial ResponsibilitiesA patient access representative will contact you prior to or during your stay and will ask you to provide

insurance information. The Acknowledgement and Consent form that is signed upon admission will

provide the Hospital with the authorization to bill your insurance carrier directly. To assist you,

copies of bills sent to your insurance carrier will also be sent to you.

Saint Francis Hospital and Medical Center will make every reasonable effort to obtain payment from

your insurance carrier. If, in some instances, your insurance carrier declines payment or fails to pay

your bill within 60 days, the Hospital will seek payment from the responsible party listed on the

admission form.

Charges for some professional services, including your private doctor(s) involved with your medical

care, radiologists or anesthesiologists will be separate from your hospital bill. If you have X-rays

taken while you are a patient, you will receive a separate bill for the reading and interpretation of

your X-rays.

In accordance with the Hospital’s advance payment policy, pre-certification approval of admission is

required in many cases. You may call your carrier or physician’s office for assistance. Whenever you

are being admitted, check with your employer, insurance carrier or physician to determine if prior

authorization is required before you are hospitalized.

Workers’ Compensation cases are covered when approved by the employer or the employer’s insurance

carrier. You will be responsible for providing us with the carrier name, address, phone number, contact

person and claim number. This information will be required on elective admissions prior to your

admission date. In some liability cases, you will be responsible to the Hospital for prompt payment

of your bills and will be expected to seek direct reimbursement from the liability insurance carrier.

Patients without insurance who are scheduled for elective admissions may be asked for a deposit.

Patients with deductibles and co-pays will also be asked to pre-pay prior to or at the time of admission.

We will, however, always respond to emergencies and will have patient account representatives avail-

able to assist you with any questions you may have regarding your bill or your payment responsibility.

About Your BillCredit card payments are accepted over the telephone or at our cashier window 7:30 a.m. to 4:00 p.m.

Monday-Friday. Credit Cards accepted include: Visa®, American Express®, Discover®, and MasterCard®.

To pay on-line please visit our web-site at www.stfranciscare.com

Caring Hearts. Healing Hands. Billing and Financial Information

Important Phone Numbers:Patient Account Representative: 4-4952

Cashier: 4-4941

Free Bed FundsSaint Francis Hospital and Medical Center has funding available for qualified uninsured patients

receiving medically necessary services who cannot afford to pay. These funds have been made avail-

able to the Hospital from various donors. In addition, the Hospital has financial assistance available

for those patients who qualify.

To qualify for either Free Bed Funding or Financial Assistance, please schedule a meeting with one of

our financial counselors to complete a Financial Relief Application. Upon completion, your application

will be reviewed for available funding and/or financial assistance.

For further information on how to apply, please call our Patient Business Services Department at 4-4952.Our office hours are Monday through Friday from 8:00 a.m. to 4:00 p.m.

New MomsPlease don't forget to insure your newborn.

Your newborn is only covered for 31 days from the date of birth. To continue coverage, you must submit

an enrollment application to your insurance company and/or employer within the 31-day period.

If the enrollment is not done within this timeframe your carrier will not cover charges for services

provided after the first 31 days.

Remember, this is not an automatic process. Once you have completed the enrollment, contact us and

we will update your newborn’s account.

If you have any questions or need assistance, please contact our customer service representatives at 4-4952.

Caring Hearts. Healing Hands. Billing and Financial Information

How You Can HelpMaking a Gift

Patient Satisfaction Survey

Volunteering

How You Can Help

Making a GiftSaint Francis Hospital and Medical Center is a private, not-for-profit organization. The Hospital grate-

fully accepts contributions from those who wish to support our patient care programs and services

and the improvement of our facilities. The generosity of our patients and their families is critical to

our ability to continue providing world-class care for anyone who seeks our help.

Gifts may be made through the Saint Francis Foundation. To make a donation or obtain further

information, please contact:

The Saint Francis FoundationSaint Francis Hospital and Medical Center95 Woodland StreetHartford, Connecticut 06105-1299 (860) 714-4900

Patient Satisfaction SurveyA very important part of our mission at Saint Francis Hospital and Medical Center is to provide you

with the highest quality of healthcare. We are constantly striving to improve our services. Shortly after

your visit to the Hospital, you may receive a patient satisfaction survey in the mail from a company

called Press Ganey. We hope that you will take the time to complete the survey and return it by mail.

Your feedback is very important to us. By sharing your thoughts and feelings about your healthcare

experience, you can help us make our care better for future patients and their families. Your response

is confidential.

VolunteeringVolunteers are an important part of the healthcare team at Saint Francis Hospital and Medical Center.

Each year over 900 men and women, young adults and teenagers volunteer. They share their time

and their talents and they make a difference in the lives of our patients, their families and our staff.

Discover the many new challenges and opportunities that await you as a volunteer.

Call 4-4278 to discuss your interests and availability and learn how you can become involved.

Caring Hearts. Healing Hands. How You Can Help

Our History

Our HistorySaint Francis Hospital and Medical Center was founded in 1897 by Mother Ann Valencia and the

Sisters of Saint Joseph, who came to Hartford from Chambéry, France. Saint Francis began in a

vacant, three-story former seminary donated by Bishop Michael Tierney, at the corner of Woodland

and Collins Streets, in Hartford’s Asylum Hill neighborhood. The original Hospital had facilities for

30 ward patients and two private rooms.

Throughout its history, Saint Francis has met the medical needs of the region. In 1903, it established a

satellite facility on Hartford’s Sisson Avenue during a scarlet fever outbreak. In 1919, it became an Army

Reserve Hospital. In 1942, Saint Francis was the first hospital in Hartford to establish a volunteer Red

Cross nurse’s aide course. And in 1954, it was the first area hospital to establish a post-polio program.

Today, Saint Francis has 617 acute inpatient beds and 65 bassinets. It is the largest Catholic hospital

in New England.

The Hospital joined with Mount Sinai Hospital in 1990 in the first affiliation between a Catholic

hospital and a Jewish hospital in the United States. Five years later, the two hospitals completed a

formal corporate merger. Today, the Mount Sinai name is carried forth by Mount Sinai Rehabilitation

Hospital, a 60-bed comprehensive medical rehabilitation institution, located on the Saint Francis

Care North Campus.

Saint Francis is now a major teaching hospital and a tertiary referral center. It has a national reputation

for medical excellence, technological innovation and compassionate care. The Hospital offers major

clinical concentrations in cardiology, oncology, women’s health services, rehabilitation and orthopedics.

Nearly 2,100 medical students, interns, residents, fellows, student nurses and other healthcare students

receive education at Saint Francis each year.

Saint Francis has been a leader in introducing sophisticated technology to provide the latest lifesaving

therapies to the patients entrusted to its care. The Hospital has recorded many impressive medical

firsts in its history.

Through its parent organization, Saint Francis Care, Saint Francis maintains affiliations with Bristol

Hospital and Saint Mary’s Hospital, Waterbury, as well as Alcohol and Drug Rehabilitation Centers

and Connecticut VNA Partners.

Saint Francis’ leadership in healthcare today is reflected in the fact that it has been routinely named

one of the country’s 100 Top Hospitals by Solucient, a leading healthcare research firm.

Caring Hearts. Healing Hands. Our History

114 Woodland Street • Hartford, CT 06105

www.stfranciscare.com

Documents

Patient and Family - Hartford · ... ourselves on delivering the highest quality of care. ... nursing care is provided by a team of highly skilled, ... the pharmacy at 4-4540. Case