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Patient and Visitor Guides

A Guide for Patients and Visitors

Admissions/Heading Home
Money Matters
Comforts of Home
Patient Satisfaction
Vital Issues for Patients
Information for Our Visitors

Admissions / Heading Home

Before Your Visit

Your physician, who is a member of the Jeanes Hospital Medical Staff, will schedule a date for you to be admitted to the hospital. Before that date, the admitting staff will call you to confirm the date and time of your arrival. At that time they will ask you for information to complete your records and to verify your insurance coverage.

A limited number of private rooms are available on a first-come basis. We cannot guarantee that the type of room you request will be available, but we will make every effort to accommodate your request.

What to Bring

We will provide you with hospital gowns, but you may be more comfortable if you bring your own nightgown or pajamas. You also will want to bring your personal toiletries, a robe and slippers.

The hospital cannot be responsible for valuables or personal items such as hearing aids, dentures and eyeglasses. We ask that you leave jewelry and other valuable items at home. Please be sure to bring your living will, advance directive, and organ donor card.

The Day You Arrive

When you arrive, please proceed to the Inpatient Registration Desk located in the main lobby of the Patient Care Center. Give the receptionist your name and have a seat in our waiting area. An admissions interviewer will then complete the necessary forms. If you are under 18 years of age and unmarried, your parent or legal guardian must sign the forms for you.

Discharge Procedures

When your physician determines that you are ready to go home, you or a family member will need to obtain a release form from the nurses' station.

The hospital's usual discharge time is 10:00 a.m. However, your doctor may discharge you at any time during the day and evening. Kindly make every endeavor to leave the hospital as promptly as possible when you are discharged, since another patient may be waiting for your room. Your cooperation is greatly appreciated.

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Money Matters

Preadmission & Admission Activities

Prior to your admission to Jeanes, your physician must receive approval from your insurance company. Your physician is required to contact the insurance company, explain your medical problem, and outline the proposed treatment and care. The insurance company will review that information and decide whether you should be admitted to the hospital and whether it will pay for the services recommended by your physician.

In emergency situations, the hospital is permitted to treat you and admit you (if necessary) without prior approval. However, any additional care you may need as part of your recovery will be subject to insurance company approvals.

While You Are a Patient in the Hospital

During your stay at Jeanes Hospital, some insurance companies, such as HMOs and Blue Cross, require the hospital and/or physician to provide them with daily updates of your treatment and progress. They use that information to make decisions each day on whether or not they will pay for continued treatment. Some of the major insurance companies have placed their own nurses at Jeanes so they can read your medical chart each day and decide if, in their opinion, your continued treatment should be in the hospital.

If the insurance company decides that you do not need to be in the hospital, it will deny payment to the hospital and/or your doctor and may recommend where you should receive continued treatment, such as in a nursing home, at home with visiting nurses, or through regular visits to your doctor. In some cases, the insurance company representatives will discuss their decisions with your doctor and other times they will not.

In the past, you and your doctor made decisions about your medical care. Now your insurance company, a third party, has a large role in that decision. As a result, it may be important for you to talk to your insurance company about your needs and desires as well as with your physician.

Please be assured that at Jeanes Hospital our goal is to provide you with medical care that your physician recommends. We are committed to providing quality health care for all our patients.

Financial Responsibility

When you are admitted, you will be asked to sign papers indicating your acceptance of financial responsibility for hospitalization. You also will be asked to present your insurance cards and authorize the assignment of your insurance benefits. It is very important that you provide complete and accurate insurance information to avoid billing errors. This information will be sent to the hospital's business office, which bills for the hospital charges. The same information will be sent to a professional billing service, which will bill for physicians' services.

If you do not have insurance coverage, or if your insurance doesn't cover the services provided, you will be billed directly.

You may need to pay a deposit at the time of your admission. This will be determined by your medical/hospital coverage or other insurance; the type of medical services you need; your expected length of stay; and whether you have requested a private room. You can pay this deposit with cash, a personal check or credit card (MC/VISA).

Billing Information

Increasingly complex health insurance forms and requirements, along with the many clinical services you may receive during your hospital visit, can make your hospital bill seem confusing.

Please be aware that you will be given two separate bills for the services you received at Jeanes Hospital. Your bill from the hospital will include charges for the use of hospital facilities, supplies, equipment and technical personnel, but it will not include physicians' fees.

You will receive another bill from your physician for diagnosis, treatment, supervision of the care provided and/or the physician's role in performing, analyzing or interpreting your test results. This bill may include services in anesthesiology; cardiac, pulmonary or neurological diagnostic studies, including EEG or EKG, stress tests, etc.; pathology services such as clinical lab studies; and radiology. Although technicians take many of these tests, your results must be interpreted by a specialist - usually a private physician - who charges a consulting fee to make a report to your doctor.

If you are admitted through the Emergency Department, you will receive a bill for professional services through the Emergency Department's physicians group. If other services, such as X-rays or lab studies, are required, you will be billed for these as well.

You may receive other bills from your family doctor or admitting physician and from any consultant whom he or she has asked to see you.

Questions About Your Bills

If you have any questions or concerns about your hospital or physician bill, we would be glad to answer them for you. Please call:

  • Physician Billing (Radiology) - 1-856-231-4774 
  • Physician Billing (Emergency Department) - 1-856-616-8100
  • Hospital Billing Inquiries - 215-707-3711

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Comforts of Home

Meals

Our Department of Nutrition & Food Services will provide your meals. Our goal is to make your food selections as nutritious as possible within the specific guidelines of your diet.

The registered dietitians on our staff are available to answer any questions you may have regarding your diet. Your physician may order a modified diet, restricting certain foods. If so, a dietitian will visit and provide guidelines for you to follow.

Please make your menu selections promptly. This will give the diet office enough time to process your menu and to assure that you receive your desired selections. If you have any questions about your diet or meals, please contact your nurse who will refer your questions to the dietitian.

Guest trays are available for family members and visitors for a charge. You may order guest trays at the nursing station. The request must be made by 10:00 a.m. for lunch and by 3:00 p.m. for dinner.

Newspapers

Local morning and afternoon papers are available for purchase on request. Often, a free newspaper will be available if they are delivered to Jeanes Hospital in bulk. To arrange delivery to your room, call extension 2115.

Flowers

Flowers and gifts are delivered to your bedside as they are received.

Telephone Service

You can make an unlimited number of local calls from your bedside telephone. Calls beyond local areas, including long distance calls, must be made collect, charged to a calling card or charged to a third party number. Telephone service is billed at a flat daily rate, which is not included in your hospital bill. A deposit is required on admission, and telephone charges must be paid on discharge.

Patients may not receive incoming calls before 7:00 a.m. or after 11:00 p.m. The hospital cannot accept collect calls.

TTY, amplified phones and large-touchpad phones may be provided to replace your phone if needed. For information, call the operator. There are no additional costs above the daily rate for large-touchpad or amplified phone service.

  • To dial local calls: Dial 9 + area code + number.
  • To dial out-of-town calls: Dial 8 + 0 = area code = number. Give the operator your calling card number, or request a collect call.
  • To dial directory assistance: Dial 9 + area code + 411.

Television

Kindly maintain the volume of the television at a low level. For your safety, private televisions are not permitted in the hospital.

Mail

On weekdays, volunteers deliver mail. If you receive mail after your discharge, we will forward it to your home. Mail boxes are located at the front and rear entrances of the hospital.

Hair Care

A barber and hairdresser are available by appointment. At your request, we can arrange this service for you. You are directly responsible for payment.

Private Duty Nurses

If you want a private nurse during your stay with us, you can make arrangements through the nursing office by dialing extension 2106. You are responsible for direct payment to the private duty nurse. Private duty nurses are not permitted to care for patients in our Critical Care Unit. Our registered nurses who work in this unit are specially trained to do so.

Parking

Visitor parking is available on campus free of charge. Our employee lots are controlled by electronic gates.

Café Jeanes

Visitors may enjoy hot and cold meals at Café Jeanes, located in the Patient Care Center's main lobby. The Café is open Monday to Friday, 7:00 a.m. to 7:00 p.m.; Saturday and Sunday, 7:00 a.m. to 2:00 p.m.

Gift Shop

Our Gift Shop, located in the main lobby of the hospital, offers a selection of cards, gifts, magazines, balloons, fresh flowers, candy and snacks and seasonal items.  The Gift Shop is open weekdays from 10:00 a.m. to 8:00 p.m. and weekends from 11:00 a.m. to 5:30 p.m. Fresh flowers can be ordered and delivered to our patients by calling 215-728-2109. We accept Visa, Discover and MasterCard.

Remember, when you patronize the Gift Shop, you are supporting the Jeanes Hospital Auxiliary, which is a fund-raising organization that works on behalf of the hospital.

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Patient Satisfaction

You Are An MVP!

If you are an inpatient at Jeanes Hospital for at least three days, you will be visited by an MVP (Most Valuable Patient) Ambassador. Our MVP Ambassadors are members of our management team, who are very interested in hearing your opinions concerning the quality of your care. Please be honest about satisfiers and dissatisfiers you have experienced, and please tell us if there's anything we can do for you during your MVP Ambassador visit. Family members and visitors are welcome to join this discussion if you indicate so. Our goal is to provide you and your loved ones with a positive experience at Jeanes.

Your Survey

If you are in Jeanes Hospital as an inpatient, maternity patient or emergency patient, you may receive a satisfaction survey in the mail a short time after your discharge. We would appreciate it if you would fill out and return the survey, because it helps us measure how we are meeting the needs of our patients.

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Vital Issues for Patients

Hand Washing

The Jeanes Hospital team takes great pride in the success of its Infection Control Program. However, we need your help to prevent the spread of infection. One of the most important aspects of infection prevention and control is hand washing. Studies have shown that hand washing may be the most important procedure that we can do to help prevent infections. Please wash your own hands just as you do at home and please feel free to encourage all persons who enter your room to wash their hands. We thank you for your cooperation in our efforts to make Jeanes as infection-free as possible.

No Smoking, Please

Jeanes is a smoke-free hospital. If your visitors or family members care to smoke, there are approved locations outside the hospital. They should look for the signs that indicate our approved smoking locations outside. For further information about these approved locations, please ask the attendant at the main information desk. Thank you for helping Jeanes maintain its smoke-free environment.

Organ and Tissue Donation

You or your next-of-kin may choose to donate your organs and tissues for transplantation. If you would like more information, please ask your nurse to contact the organ procurement nurse or the nursing director.

Advance Directives

You will be asked if you have prepared an Advance Directive, which is a document to help your family and physicians make decisions for your treatment in the event that you cannot. A pamphlet describing this option is available to you through the hospital. For more information about the Living Will and Durable Power of Attorney for Health Care, call Social Services at extension 4276 or Pastoral Care at extension 2036.

Pain Management

As a patient at Jeanes Hospital you can expect:

  • Information about pain and pain relief measures.
  • A concerned staff committed to pain prevention and management.
  • Health professionals who respond quickly to reports of pain.
  • That your reports of pain will be believed.
  • State-of-the-art pain management.
  • Dedicated pain relief specialists.

As a patient at Jeanes Hospital, we expect that you will:

  • Ask your doctor or nurse what to expect regarding pain and pain management.
  • Discuss pain relief options with your doctors and nurses.
  • Work with your doctor and nurse to develop a pain management plan.
  • Ask for pain relief when pain first begins.
  • Help your doctor and nurse assess your pain.
  • Tell your doctor or nurse if your pain is not relieved.
  • Tell your doctor or nurse about any worries you have about taking pain medications.

Help Us Care For You

As a patient, you play an active role in your treatment and in your comfort and convenience as well as that of others. We ask that you please:

  1. Cooperate with all hospital personnel who are caring for you, and ask questions if you do not understand their directions.
  2. Be considerate of other patients and encourage visitors to be considerate as well, particularly with regard to noise, use of television and number of guests.
  3. Be as accurate as possible when giving information for your medical history, for possible notification of relatives, and for use by the Business Office. Each question on the form is important.
  4. Be prompt in payment of hospital bills, providing necessary information for processing insurance claims and asking any questions about your bill.
  5. Abide by hospital rules and regulations and encourage visitors to do so.
  6. Help your physicians, nurses and allied medical personnel in their efforts to return you to health by following their instructions.
  7. Maintain the treatment recommended by your physician after you leave the hospital and notify your doctor of any unexpected changes.

Protective Services

Jeanes Hospital, through the Department of Social Services provides information regarding the access to protective services in the community for patients and families. These protective services may include guardianship, child and adult protective services, domestic violence advocates and ombudsman programs. Social Services is available to all patients and families and may be contacted directly within the hospital at extension 4276.

Ethics Consultation Services

Jeanes Hospital has an ethics committee chaired by a physician trained in medical ethics. The services of this committee are available to all patients and their families as well as staff, physicians and nurses as needs arise. Services include case consultation, policy development and education. Case consultations with the physician-ethicist or a small group from the ethics committee are available almost immediately when decisions need to be made quickly. To access any or all of these services, call the Medical Staff Services Department at extension 2112.

Pastoral Care Services

True to the Quaker tradition honoring "that which is of God within each person," our chaplains seek to support, comfort, encourage, and be a source of God's Presence to patients, family members, and hospital staff. They are here to assist you in drawing upon the solace of your own faith traditions and the strength of your own spiritual resources.

At various times throughout the year, interns in our Clinical Pastoral Education program augment our chaplaincy staff. Volunteer "listeners" and trained pastoral visitors are also vital members of our ministry team. Also, Jeanes welcomes with gratitude the many pastoral caregivers and clergy of all faith traditions who visit their hospitalized members and who are available to visit other patients who request their support.

Jeanes provides a quiet space for visitors in the Meditation Room, next to the Pastoral Care Office and across from the Gift Shop, in the main lobby area of the Patient Care Center. In the Meditation Room, visitors are also invited to share their concerns in our Prayer Request Book.

The Jeanes Pastoral Care Office is open between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday. If you would like to see a chaplain, or if you would like us to help you arrange a visit with a clergyperson of your choice, please call our office at extension 2036.

Clinical Resource Management / Social Services

Illness and hospitalization can create questions regarding health care services both during your stay at Jeanes and after your discharge. Our clinical resource coordinators and social workers are available to you and your family to provide professional guidance and assistance through counseling and discharge planning. Available information includes referrals for home care, such as visiting nurses; for placement in nursing or rehabilitation facilities; and for services from community agencies such as the American Cancer Society and Philadelphia Corporation for Aging.

You can reach our Clinical Resource Management Department, Monday through Friday, from 8:00 a.m. to 4:30 p.m., at extension 4276.

Make a Donation to Jeanes

If you wish to make a donation to Jeanes Hospital, there are many ways to show your generosity: memorial gifts to honor a loved one; pledges that can lead to a lovely recognition tile displayed in our lobby; or planned gifts, which include donations providing a life income or through a will, insurance policy or pooled income fund. For more information regarding a contribution to Jeanes Hospital, please call our Gifts Coordinator at 215-214-4198.

You can also contribute to Jeanes Hospital's success by becoming an Auxiliary member. Our Auxiliary hosts many fund-raisers every year, on behalf of the hospital, and they'd love to have you aboard! Call the Auxiliary office at 215-728-2282 for further information.

Volunteering at Jeanes

Jeanes offers many rewarding volunteering opportunities for adults and teenagers. Our volunteer program is flexible, and we try to match available volunteer positions with your personal interests. Volunteers receive a free meal in the hospital cafeteria, free parking and more. For further information, call 215-728-2131.

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Visitors Mean So Much

Visiting Hours

General visiting hours are 11:00 a.m. to 8:00 p.m. We prefer only two visitors per patient. Children younger than 10 years of age are not permitted to visit unless special arrangements have been made through your physician and charge nurse.

Please discuss any special circumstances with your nurse.

A Few Simple Rules

We ask that your visitors:

  • Be limited to two people.
  • Be free from illness such as colds or flu.
  • Observe our posted visiting hours.
  • Observe our no-smoking policy.
  • Remember that children younger than 10 are not permitted to visit patients unless special arrangements have been made.
  • Use cellular phones only as permitted.
  • Observe fire alarm instructions (when alarm is sounded, remain where you are unless instructed to relocate; if a "condition green" is announced, resume your activity).

Public Restrooms

Restrooms are located on all floors of the Patient Care Center and lobby areas. Visitors are asked to not use bathrooms in patient rooms. Please ask any Jeanes teammate for help if you cannot locate a public restroom.

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