While You're Our Guest

Your daily schedule in the hospital will be arranged to best meet our mutual goals and your return to good health. Our health care team is here to serve you and carry out your physician's plan for your recovery through our multidisciplinary case management program. Please ask questions at any time about your schedule and treatment. We will be happy to explain tests, procedures and other aspects of your care so that your hospital stay will be as pleasant and beneficial as possible.

At your pre-arranged appointment, your registration representative will finalize details, verify all personal and insurance information given during the pre-admission process and answer any questions you may have.

Consents for diagnostic treatment, blood transfusions and surgical procedures performed in the hospital must be signed by you, or an individual authorized on your behalf, upon admission.

If you do not understand the procedure, discuss this with your nurse, who will notify the doctor.

During your admitting process, you are given written information about your right to make informed decisions about the care you wish to receive or refuse in the event you are unable to speak for yourself. If you have already authorized and completed an Advance Directive document, please bring it with you, so that it can be included in your medical record upon your admission.

We encourage our patients to participate in making health care decisions. If you have an Advance Healthcare Directive, please bring it with you. You can establish one at the hospital as well, by contacting directly or asking your nurse or another staff member to help you contact the Social Services Department at (323) 442-8838 or by dialing extension 28838 while at the hospital. A representative will be happy to answer any questions you may have about the document.

Please give your nurse your prescription drugs along with the Medications Form provided in the pocket, listing the dosage/strength and frequency of all medications you are currently taking. Your nurse will review these with your physician and pharmacist and they will discuss with you which medications will be continued during your hospitalization. All other medications, including aspirin, should be returned home as they can interfere or interact with tests or medicines ordered for you at the hospital.

For your safety and protection, only medicines approved by your doctor and supplied by our pharmacy will be given to you during your stay. Your nurse will ask you some important questions about your physical condition, your allergies and your past medical history. This information is important for the nursing staff as they plan for your care.

The Hospital Routine

Your daily routine may include early morning wake-up for tests, procedures or other activities; regular meal times; grooming; bathing; bed linen changes; visits by doctors, nurses, family and friends; rest; and other therapy.

Prior to your surgery, you will be contacted by the pre-op staff or your surgeon's office. They will discuss with you the pre-operative routine you should follow.

On the day of your surgery, your nurse will prepare you for the procedure. You will be seen by your surgeon and anesthesiologists.

In most cases following surgery, you will be taken to the recovery room for care and observation, and then be returned to your room. After returning to your room, you may be awakened frequently for monitoring of your blood pressure, temperature, pulse and respiration. You may also be asked to cough, breathe deeply or move your arms and legs during these checks.

Our primary goal is to assist patients with their recovery so that they may leave the hospital in a timely manner. Patients may benefit both psychologically and physically from the presence of family members and other significant persons in their lives. Thus, every effort will be made to assist family and friends in order that they may comfort patients while in the hospital.

A hospital chaplain is on call 24 hours a day to offer spiritual support and counseling for patients and families. Our chaplain will be happy to serve you or contact your clergy member, if desired. The Pastoral Services Department can be contacted by calling (323) 442-8488 or dialing ext. 28488.

Visitors and patients are invited to visit the hospital chapel located off the main lobby. The chapel is always open for prayer and meditation.

While you're our guest, your family and friends can reach you by telephone. For your convenience each inpatient bed has its own telephone, and telephone number.

Teletype for the hearing impaired (TDD) is available in the Communication Department. Please notify your nurse for assistance.

Use of a personal computer, or laptop, is available through your inpatient telephone line. It is an analog extension and can be used when the telephone is not in service. Please remember to use 9 + number when dialing numbers from your computer.

Friends and relatives may reach you by dialing the hospital directly at (323) 442-8500. Your extension for a private room will be 60+ room number; for a semi-private room, Bed A will be 60+ room number, and Bed B will be 61+ room number.

To place calls from an inpatient room to a hospital extension, simply dial the appropriate five-digit extension. Some frequently used extensions are:

• Dietary 28452
• Cashier 28447
• Chaplain 28488
• Concierge 28787
• Patient Representative 28516
• Social Services 28838

To place calls to a number in the local 323 area code, dial 9 plus the number. Other area codes can be reached by dialing 9 + 0 + area code + number or by dialing one of the following for collect or credit card calls. Pre-paid calling cards are available through the Concierge Desk.

Should you have any problems with telephone service or need assistance, please notify the USC University Hospital Operator by dialing 00, or (323) 442-8500 from the outside.

The following visiting guidelines are intended to promote a restful and therapeutic environment for all patients. Consideration will be taken for any special needs regarding spiritual and cultural values, observance of privacy and confidentiality.

• Preferred visiting hours are 11:00 a.m. to 9:00 p.m. Exceptions may be made at the discretion of the physician or charge nurse. Physical therapy sessions may not be interrupted.
• Visitors will be limited to two people at a time, in order to maintain a restful environment. Waiting areas are available in the hospital lobby. Exceptions will be made only on a case-by-case basis.
• Children 12 years and under will be permitted to visit with the approval of the patient's nurse. Children must be supervised by a responsible adult.
• As a rule, no overnight stays are permitted in patient rooms or on hospital premises. If overnight accommodations are required, the Concierge will provide a listing of hotels within close proximity to USC University Hospital. Transportation to and from hotels may be arranged through the Concierge. EXCEPTION: On rare occasions, under specific circumstances, a family member may be provided with a rollaway cot and allowed to stay overnight. Permission must be granted by the patient's charge nurse.
• Visitors may be asked to leave the patient's room to allow for procedures, or for other reasons deemed appropriate by the patient's nurse.
• In order to protect both the visitor as well as the patient, visitors to patients in intensive care or isolation need to request special instructions and possibly protective clothing before entering a patient's room.
• Patient's decisions designating particular visitors will be respected, unless there is reason to believe that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health care team, or significantly disrupt the operations of the facility.

Patient meals are carefully planned and prepared by our Nutrition Services staff. Each day, the patient receives a menu tailored to the type of diet ordered by his/her physician. A dietitian or food and nutrition specialist may visit the patient to discuss any special dietary restrictions. Please check with your nurse before eating foods brought in by family or friends.

Arrangements for visitor guest trays may be made by requesting a blank menu from your nurse, choosing desired selections and submitting the completed menu to the dining room or admitting cashier for prepayment. Guest trays will be delivered with patient meals.

Meals for patients are served at the following times:

• Breakfast 6:45 a.m. - 8:00 a.m.
• Lunch 11:30 a.m. - 12:45 p.m.
• Dinner 4:30 p.m. - 5:45 p.m.

The hospital dining room is located on the ground floor. Hours of operation are posted at its entrance. Food vending machines, located adjacent to the dining room, are available 24 hours a day.

All patients and family members served by USC University Hospital deserve complete, accurate and current health care information.

We believe that patient and family education contributes to reaching expected outcomes and providing opportunities to modify individual lifestyles leading to more healthy behaviors.

During your hospital stay, our staff will explain to you more about your medical condition, the medical equipment that might be used during your care, your diet, medications, safety precautions, community resources and self-care techniques. Our staff will also teach you new skills that may help you take better care of yourself upon discharge from the hospital and how you can obtain further treatment, if needed.

As an active participant in your care, you will be able to ask your doctor or nurse any question regarding your condition, treatment or aftercare. It may be beneficial to meet with a health care professional to talk one-on-one about your care needs, or to watch Patient Education TV for topics specific to your diagnosis. In some cases, getting involved with a support group may help with your recovery.

Whatever your individual need, you can be assured we are committed to helping you get back to your daily routines as soon as possible. We encourage you to take full advantage of this personalized approach to your care and recovery.

It is the philosophy of USC University Hospital that patient concerns and problems are addressed as soon as they arise, by the most appropriate staff member. We realize that as a patient receiving hospital care you may at times feel vulnerable as you are coping with the difficulties that illness can bring. As your health care team, we are absolutely committed to making you feel as comfortable as possible at all times.

We are here to help, with empathy and understanding, to address your concerns immediately. If you have any questions, or a concern arises during your stay, please contact your Patient Services representative or ask the operator to page the in-house Administrative Supervisor on duty. The Patient Services Coordinator is available at extension 28516 (or by calling (323) 442-8516 from the outside) to assist you with any non-clinical issues that may transpire during your stay.

The USC University Hospital Bioethics Committee serves as a resource to clarify issues and assist in the resolution of ethical concerns and dilemmas which arise in the care of persons hospitalized at our facility. Dilemmas may arise as the result of differing opinions, values, obligations, and loyalties among the patient, family, care givers, and other involved persons. In situations such as these, the Bioethics Committee is an available resource.

The Bioethics Committee's primary function is to facilitate communication among involved persons. Anyone may request a bioethics consultation. The consultation will be convened as soon as feasible and should occur within 24 hours. During case consultation, the members of the Bioethics Committee will listen and help clarify issues, and remain objective facilitators of the resolution process.

Members of the USCUH Bioethics Committee are professionals from the disciplines of medicine, nursing, social services, clergy, law, ethics, and administration. If at any time you wish to discuss questions or concerns with the Bioethics Committee, you may contact them through the Office of the Medical Staff at (323) 442-8686 or extension 28686. Members are available to discuss your needs 24 hours a day, every day.

In order to make your stay as comfortable as possible, USC University Hospital offers the following services:

Due to the hospital policy discouraging translation by family members, we provide our patients with language assistance services without charge. Please notify the Admitting Department at (323) 442-8937 prior to coming to the hospital if you will need any of the following services:

• Interpreters
• Sign language
• Telecommunication (TDD) unit for hearing- or speech-impaired patients

Your TV set can be operated with your bedside remote control. Regular network programming, local cable programming and patient teaching films are available (except in intensive care units). Feature films are available on designated channels. Please keep television volume low in consideration of others.

Mail/Delivery Services

Incoming mail will be delivered daily. Outgoing mail may be given to a volunteer. Stamps, books and magazines are available in the Gift Shop for purchase.

Newspapers are complimentary at our hospital. Flowers are delivered as soon as they arrive. Mail or flowers that arrive after the patient's discharge are forwarded to his/her home.

Gift Shop

You will find a variety of items available for purchase at the USCUH Gift Shop [[link to the page]. These include select gift items, reading materials, clothing, toiletries, flowers, specialty designer selections, and other sundry items. Items purchased from the Gift Shop can be delivered to patient rooms.

Please contact the Gift Shop at (323) 442-8432 for current hours.

Concierge

Since opening in May 1991, USC University Hospital has provided highly professional concierge services to local and international patients and families, as well as visiting medical dignitaries from around the globe. Our personalized approach is enhanced by an experienced and knowledgeable staff ready to assist you in numerous ways, including:

• A list of hotels within the immediate area, where special rates have been prearranged
• Reservations at any of Los Angeles' hotels and restaurants
• Arrangements to visit the numerous entertainment sites in the area, from theme parks to fine arts and cultural events.

The Concierge may be contacted by calling (323) 442-8787 or 8789, or by dialing extension 28787 or 28789 while at the hospital.

As our guest, you will want to note the following hospital policies:

The medical and administrative staff at USC University Hospital are committed to retaining your best interests by:

• ensuring your rights and responsibilities;
• providing information regarding advance directives and
• referring you to community programs and agencies.

If you would like to speak to a social worker, we encourage you to call the Social Services Department at (323) 442-8838, or contact a member of your health care team to arrange a visit.

Smoking

In recognition of the health and safety benefits of a smoke-free environment, smoking is not permitted within the medical plaza facilities or outside hospital entrances. Exceptions to this policy are made in the designated therapy and recreation areas.

Safety

Your safety, and the safety of those around you, is of prime concern to your health care team. There are several ways you can help prevent accidents:

• Always ask a member of your health care team for help rather than attempt a movement that may result in an accidental strain or fall.
• Follow the 'no-smoking' policy.
• Do not use electrical equipment/appliances brought from home without a safety check and approval by hospital staff.
• Bedside rails are used for your safety, especially after surgery, after medications and during sleep. Please do not allow visitors to bring your bedside rails down. Ask for assistance.
• If you hear an alarm, don't panic. Periodic fire and disaster drills are part of the hospital's safety program and are required by law. In the unlikely event of an actual emergency, hospital personnel will assist you.