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 Patient Care Services at The Western Pennsylvania HospitalAt The Western Pennsylvania Hospital, we are dedicated to making your stay as comfortable as possible and committed to treating you with competence, compassion, and courtesy. The following patient care services are an important component of the quality of your hospital stay.
Advance DirectivesThe Western Pennsylvania Hospital recognizes that a patient's decision to accept or refuse certain medical treatments is an individual one; what one person may consider acceptable may be unacceptable for another. An advance directive is a document that contains your healthcare instructions for your family, friends, physicians and attorney to use in case you become seriously ill and are unable to make these decisions yourself. Making choices and having other people respect them is important to your sense of dignity. It is vital to clearly state your preferences for medical care. We encourage you to take the time to discuss your healthcare choices with your family and physicians, and write these choices down. For more information on advance directives, you can listen to a recording by calling (412) 578-5777, or refer to the brochure on advance directives provided by the Hospital. Automated Banking MachineFor the convenience of you and your family or visitors, automated banking machines (MAC) are located on the First Floor North and on the Second Floor of the Mellon Pavilion. Billing InformationTo help ensure a smooth discharge process, you may want to verify with the Credit Office that arrangements for your Hospital charges are in order if you have not already done so. You can reach the Credit Office at (412) 578-5033 or (412) 578-5032. You must pay for personal charges such as special meal services and any deductible or co-payments required by your insurance at the time you are discharged if you have not already done so. You may pay your Hospital charges with credit cards -- MasterCard, VISA and American Express -- or personal check. If you have questions about payment of any balances not covered by your insurance, please call Patient Accounts at 1-800-547-0540. The Hospital will bill your insurance company for the cost of supplies, equipment and support staff involved in your care. If the services of certain Hospital-based physicians or specialty services were required during your stay, you will be billed separately for these professional services. These physicians will bill your insurance directly for professional services rendered. The bill will be sent to you by the Physician Billing Department and is for the reading and interpretation of test results by a physician. In some types of examinations, you will have met the physician who interprets your test. However, even if you have not seen this physician in person, he or she will have studied your examination and sent a written report to your physician. This procedure applies to:
If you are experiencing financial problems regarding eligibility for services, disability, free care, medication, etc., the Social Service Department, at (412) 578-5105, may be able to link you with helpful resources. Billing questions after discharge from the Hospital should be directed to Patient Accounts at 1-800-547-0540.
Charity Care ProgramAs a fundamental part of its mission, West Penn Allegheny Health System (WPAHS) is committed to providing treatment to anyone who turns to it for needed care, regardless of their ability to pay. In this context, the System and its hospitals recognize the challenges faced by the increasing numbers of uninsured patients in the region. To assist these patients, WPAHS has in place programs and policies to ease the financial burdens for the uninsured. Should you have any questions regarding our policies and payment plans, please contact a Customer Service Representative at the hospital related to your care. Their numbers and hours of operation are located in the information found on the links listed on this page. For more information, please click on the following: Charity Care Under the Account Assistance Program Discharge InstructionsYour doctor will decide when you are ready for discharge. When this decision is made, you will be told with as much advance notice as possible. Patients who are discharged home need to arrange with a family member or friend for transportation. Please tell your family member or friend about your expected 11 a.m. discharge time. You may be discharged to an extended care facility for further care. If so, a social worker will assist you and your family with these arrangements. Should you need the services of an ambulance, the case manager or social worker will arrange it. Medicare only reimburses for ambulance services in exceptional cases with physician authorization. The patient and/or family is responsible for payment for alternative transportation such as a wheelchair van or taxicab. Your doctor or someone your doctor designates will give you Discharge Instructions and review them with you. At this time, please ask your doctor any questions you have about your Discharge Instructions. To prepare for discharge, please check your room to be sure you have collected your personal belongings, and ask your nurse to get anything you may have secured in the Hospital safe. If you need bags or carts for your belongings, please ask your nurse. On your discharge day, ask the person picking you up to park (for free) in the Parking Complex. Please tell them to use this service, as you will be transported (with assistance) through the Skywalk. Ethics ConsultationsWe are committed to following patients' wishes concerning medical treatment whenever possible. The Hospital's Medical Ethics Committee is available to offer supportive counsel and information to assist you and your healthcare providers in making difficult treatment decisions for yourself or a loved one when complex ethical issues are involved. When an ethics consultation is requested, representatives of the Medical Ethics Committee will meet with the patient, family members, and the patient's physicians, nurses, and social worker to provide confidential assistance. Through careful and thoughtful discussion, this diverse group of professionals with expertise in medical ethics will identify the ethical problems and offer assistance in resolving them. Please remember that the Ethics Committee offers advice only, and that competent adult patients or substitute decision-makers always retain the right to make their own decisions. Generally, an ethical problem exists when the right thing to do is not clear or when people disagree about what is appropriate. Some examples are:
An ethics consultation may be helpful when:
Patients and family members may ask any member of the healthcare team to initiate a consultation, or may call the Social Service Department at (412) 578-5105. An Ethics Committee representative will discuss the process with you, determine if you wish to pursue an ethics consultation, and answer any questions you may have. There is no charge for ethics consultations. Food Service for Patients and GuestsThe Dietary Services Department staff strives to ensure that you are satisfied with your food services during your visit. To fulfill your expectations, we have made the commitment to:
Patient Meal Times Breakfast: 7:15 - 9 a.m. Menu Selections If you do not receive a menu or if you have any comments, please call Dietary Services at (412) 578-5222, and a representative will assist you. You should make your menu selection by 9:30 each morning. Your completed menu will be collected daily. At times, laboratory, X-ray and other tests will require that a meal be delayed or omitted. Whenever possible, you will be served after your test or examination. Should you have dietary restrictions for personal or religious reasons, please tell your nurse or Dietary Services representative when you are admitted to your room. At your request, the Dietary Services Department can also prepare the following for you and/or your guests:
* provided at an additional charge If you and/or your guest would like to order a special request noted above or have any other questions, please call Dietary Services Nutrition Hotline at (412) 578-5222. We take pride in providing you with the highest quality of services and food. It is through your honest feedback that we are able to continually improve our services. If you believe we have not met our commitment to you and you are not satisfied with our service or food, we want to know. Please inform a Dietary Services representative immediately by dialing (412) 578-5222. Please tell us why you are dissatisfied and allow us the opportunity to make the appropriate corrections or adjustments. For Your Guests Your guests are welcome to eat in the Friendship Dining Room, the Friendship Cafe, or in your room with you. The Friendship Dining Room, the Hospital's cafeteria, is located on First Floor North. The menu and hours of service are posted daily in front of the cafeteria entrance. Your family members or guests are also welcome to listen to a recording of the cafeteria's daily menu by calling Dial-A-Menu at (412) 578-5780. The Friendship Cafe, located around the corner from the Friendship Dining Room on First Floor North, offers meal service at these times: Monday through Friday, 7:30 a.m. - 1:00 a.m. Takeout orders can be placed by calling (412) 578-5511. If you would like to hear the daily specials, call (412) 578-5510. The Friendship Cafe also offers a wide variety of candy, fresh popcorn and other refreshments. A vending area on Second Floor North is open 24 hours a day and provides snacks, sandwiches, hot and cold beverages, as well as a microwave oven. Guest meals can be served in your room. Guests can choose from your daily menu or order special entrees.** Guests can place their order when the Dietary Services representative collects your daily menu or by calling (412) 578-5222 at least one hour before they would like to be served. The charges for guest meals are: Breakfast - $4.00 Charges for guest meals will appear on your Hospital bill. Guest meals are not covered by your medical insurance, and the Hospital cannot accept payment upon delivery. Special arrangements have been made for guest meals for parents of patients in the Pediatrics Unit; please ask your nurse for details. ** There may be an additional fee for special entrees. Gallery of ArtPatients and visitors are invited to tour The Western Pennsylvania Hospital Gallery of Art. Located in the upper lobby of the main entrance to the Hospital on Millvale Avenue, The Gallery is a showcase for regional artists with exhibits changing every month. For more information or to purchase any of the works of art on display, visit the Volunteer Services Office, First Floor North, or call (412) 578-5313. A portion of the proceeds benefits Junior and Senior Volunteer Programs at The Western Pennsylvania Hospital. Health Care Team MembersDuring your stay at The Western Pennsylvania Hospital, you will be cared for by physicians, professional nurses and other members of your health care team, who are dedicated to providing excellent care and service with competence, compassion, and courtesy. Your health care team members include people who are specially trained to care for you and contribute directly and indirectly to meet your needs. Most of the care you receive from the healthcare team will take place at your bedside. Members of the health care team generally involved in your daily care include:
The service you receive is important to us. If you have concerns or see opportunities for improvement during your stay, please see your caregiver or ask to see the nurse manager. You may also call the Department of Patient and Guest Services at (412) 578-5648 LibraryThe patient library has a variety of used books and magazines for your enjoyment during your stay. To borrow a book or magazine, please call the Volunteer Services Department at (412) 578-5313. If a volunteer is on duty, he/she will come to your room with the book cart. Books and magazines do not need to be returned. Patients and visitors are welcome to take home whatever they are reading at the time of discharge. Lost and FoundTo inquire about lost items, call the Security Office at (412) 578-1800 or ask your nurse for assistance. For lost items of clothing, please check with the nurse manager on your unit. Mail, Gifts, Flowers and NewspapersMail Delivery (Patient's Name) Postage stamps can be purchased at a stamp machine located on the First Floor North. Stamped, first-class mail can be deposited in the mailbox near the First Floor North patient elevators. Telephone Calling Cards are available in the Gift Shop, First Floor North. PAT Bus Passes are available in the Gift Shop. Gift Shop Operated by a Hospital auxiliary as a special service to patients and visitors, the Gift Shop offers a wide selection of greeting cards, wrapping paper, fresh flowers and gift items as well as snacks and candy. All proceeds are used to fund Hospital projects such as purchasing new equipment or establishing new programs. Newspapers Daily copies of the Pittsburgh Post-Gazette, The New York Times, New Pittsburgh Courier and other newspapers are available in the Friendship Cafe on First Floor North. Flowers Flowers and packages are delivered directly to your room by the florist or a Hospital volunteer. Flowers and live plants are not permitted on critical care units or in patient rooms in the Intensive Care Unit, Bone Marrow Transplant Unit and certain rooms in the Oncology Unit. Plants and flowers delivered to these units will be retained by the staff for families to pick up and take home. Pastoral CareYou and your guests are welcome to visit the Hospital's All-Faith Chapel, located in Suite 1511, First Floor North. Anticipation of your and your family's spiritual needs are made by the healthcare team upon admission. You may assist in meeting your needs by telling your nurse you wish to speak with a chaplain. Patient and Guest ServicesRepresentatives from the Department of Patient and Guest Services identify and act upon improvement opportunities presented by Hospital patients and guests. Physicians, patients, families, and visitors rely on Patient and Guest Services to address special needs, identify and seek solutions to problems, and represent their interests. You can reach a department representative by calling (412) 578-5648. After regular business hours, please notify the unit supervisor if a situation requires immediate attention. After your discharge, a self-addressed, stamped patient survey will be mailed to your home. Please take a few minutes to complete and return the survey. Your comments help us evaluate and improve our services to effectively meet our patients' needs. Private-Duty NursingYour physician or your family may request the services of a private-duty registered nurse. Licensed practical nurses and nurses aides also are available for private duty. Requests for private-duty nursing assistance should be directed to your nurse, who will provide you with names and phone numbers of agencies to contact. You or your family are responsible for paying private-duty services, which will be billed separately from your Hospital bill. Safety, Security and Standard/Universal PrecautionsTo help ensure the safety and security of our patients and visitors, Hospital security officers are on duty 24 hours a day. People needing assistance with car problems or other security or safety issues may call the Security Office at (412) 578-1800. Social ServiceThe services of professionally trained social workers are available to all patients and their families for crisis intervention, counseling, discharge planning and to help with any problems related to your hospitalization or discharge. Social workers also can provide information about healthcare resources in the community. If you wish to speak with a social worker, call the Social Service Department at (412) 578-5105. Special Communication NeedsHospital employees who are bilingual or are experienced in sign language are available to assist patients who require these services. In addition, a translator phone, interpreting more than 200 languages, is available. The Hospital can also provide a telecommunication device for the hearing-impaired. For assistance, please ask your nurse to make the necessary arrangements. Television/Telephone ServiceThe Hospital uses an automated procedure for combined television/telephone service that provides you with cable television service and unlimited local-call phone usage. The combined service is billed as a single charge to your home phone bill. The cost is $5 per day. There is no charge for television/telephone service in the following units:
There is a maximum charge of $99 for the combined service for your entire stay. You may decline the service by signing a form upon admission. West Penn Hospital provides patients with a state-of-the-art closed circuit television system that broadcasts a variety of educational topics 18 hours a day. The educational programs available on our system will assist you and your family in becoming familiar with medical conditions, treatments, diagnostic tests and procedures, and behaviors that promote a healthy lifestyle. If you have a question regarding the educational programs that you view, please ask your nurse or physician to clarify the information. A Viewers Guide provides a schedule of programs and viewing times. To view a particular program, select the appropriate channel on your bedside television at the designated time. TransportationPort Authority Transit (PAT) buses stop near the Hospital along Liberty and Friendship Avenues and provide convenient transportation to and from downtown Pittsburgh, Oakland and the North and South Side. Schedules are available in the Mellon Pavilion Lobby and the Friendship Avenue Lobby, First Floor North. For taxi service, telephones that directly dial the Yellow Cab Company are in the Mellon Pavilion Lobby and the Friendship Avenue Lobby. Your RoomEvery room at The Western Pennsylvania Hospital has a bedside stand, closet and tray table for each patient. Because storage areas cannot be locked, we encourage you to keep valuable items at home. Please be aware that the Hospital is not responsible for loss or damage to personal property. For your safety, your hospital bed is equipped with siderails. Controls to raise or lower the top and middle of your bed are built into the siderails. Each patient also has a call button that rings for the nurse. Be assured that your call will be answered promptly. If you have questions about the call button, please ask your nurse. |
