For patients at Advocate Trinity Hospital

The admitting central registration department is open the following hours:

• Monday through Friday: 6:30 a.m. to 6:30 p.m.
• Saturday: 6:30 a.m. to 3:30 p.m.

On Sundays, holidays and after hours, patients need to report to the emergency department registration, which is open 24 hours.

During the registration process, each patient or the next of kin is required to sign a health care consent form. The form covers consent to treat, responsibility for payment, assignment of benefits, release of medical information, independent physician services and declares that the hospital is not responsible for patient valuables.

It is the patient’s responsibility to contact their insurance carrier to confirm the type of coverage that the policy provides and to notify the insurance carrier of the admission in order to obtain preadmission certification. In cases where the patient or next of kin are unable to contact the insurance company for preadmission certification, the admitting registrar will contact the insurance carrier for admission authorization, as a courtesy and to ensure timely notification. All non-covered hospital charges, including co-payments and deductibles, are payable at time of discharge.

Please bring the following information with you:

• Insurance card, referral or precertification form or authorization number.
• Any written orders or paperwork the physician may have given you.
• Test orders must include a valid diagnosis.

Smoke-free hospital:  We care for the health of our patients and visitors and that is the reason Advocate Trinity Hospital maintains a smoke-free environment for all patients, visitors and associates. Thank you for not smoking. If you do smoke, there are two smoking huts located on the north side of the hospital.

Cellular phones:  The use of cellular phones is not allowed anywhere in or around Advocate Trinity Hospital due to potential interference with high-tech medical equipment. For the health of our patients, please turn off your cellular phone before you enter the hospital.

What should I bring with me?

• Clothes: To be as comfortable as possible, bring your robe, slippers and a gown or pajamas.
• Toiletries: If you do not want to bring your own toiletries, the hospital can provide a small kit that includes a toothbrush, toothpaste, soap, deodorant, body lotion and tissues for a small fee.

You should only should bring what is needed during their hospital stay. We cannot accept responsibility for personal belongings. In addition, for your safety and that of other patients, please do not bring electrical grooming aids of any kind.

We know your valuables are precious to you. Therefore, we suggest that you leave them at home. If you do have valuables when you enter the hospital, tell your nurse, who will ask the security department to put your items in the hospital safe until you can make other arrangements. Valuables can be picked up at the cashier weekdays 9 a.m. to 5:30 p.m. or 9 a.m. to 3 p.m. on weekends and holidays.

How do I prepare for surgery?

Your doctor/surgeon will schedule you for surgery and explain all of the risks, benefits and alternative treatments available. You will be required (in most cases) to fast after midnight. Your family may visit you in your room before you are taken to the surgical suite.

Anesthesia:  The anesthesiologist will visit you prior to going to the operating room. The anesthesiologist will ask you a variety of questions relating to your health history and will determine the mode of anesthesia that you will be receiving (i.e., general, spinal, etc.). The anesthesiologist will also discuss different types of medication used for pain following your surgery.

Surgery:  On the morning of surgery, a transporter will come to pick you up and escort you to the operating room. The transporter will show your family members where to go on the morning of surgery.Family members should register with a volunteer at the desk in the family waiting area. They may watch television, read or visit one of the gift shops while they wait.

Family waiting area:  Following the completion of your surgical procedure, the surgeon will come to the family waiting area and talk to your family. A volunteer will inform your family when you are taken to the recovery room and when you return to your own room.

Recovery room:  Following surgery, you will be transported to the recovery room until you are fully awake, oriented, vital signs are stable and postoperative pain is under control. Your family will be kept informed of how long you will be in recovery and when you will be transported to a floor.

What are the food service options?

If you would like to have a meal with your visitor, you may request a guest meal tray from the nursing staff. There is a nominal charge for this service. Our café, Light on the Hill, is located on the first floor of the main building and serves a variety of hot and cold foods and beverages. The café is open seven days a week from 6:30 a.m. to 6:30 p.m. and 2:00 a.m. to 3:30 a.m. In addition, vending machines serving snacks and beverages are located in the café and on 3 north.

What are the amenities and conveniences (e.g., television, phone and ATM)?

Telephones:  Guests in general patient rooms have a telephone at their bedside. Follow the instructions on your phone for easy one-touch dialing both inside and outside of the hospital. See the patient handbook for additional calling instructions. Patients are able to receive phone calls from 7 a.m. to 10 p.m. After 10 p.m., patients cannot receive incoming calls.

Notary Public:  Notary publics are available at the hospital. If you need this service, contact any associate to assist you.

Cashier:  The cashier is located on the first floor, just off the main lobby near the admitting department.

Hours:

• Monday through Friday: 9 a.m. to 5:30 p.m.
• Saturday: 9 a.m. to 3 p.m.
• Closed Sundays, holidays, and noon to 1 p.m. Monday through Saturday

ATM:  A Cash Station™ automatic teller machine (ATM) is located just off the hospital’s main lobby near the passage to the Professional Office Building walkway.

Change Machine:  If you need change for a $1 or $5 bill, you may use the change machines located in the café or in the emergency department on the first floor of the hospital.

Gifts:  The Oak Tree Gift Shop is located in the hospital’s main lobby. It carries an array of interesting gift items including Beanie Babies, books, magazines, greeting cards, snacks, candy, gum, stationery, toiletries, fresh and silk flower arrangements, balloon bouquets, baby gifts, children’s clothes, nightgowns, slippers, robes, personal care items, plush animals and much more.

Hours:

• Monday through Friday: 9 a.m. to 6 p.m.
• Saturday: 9 a.m. to 5 p.m.
• Sunday: Noon to 5 p.m.

Newspapers:  Newspapers are available in coin-operated machines in the hospital’s main lobby, near the emergency department and in front of the Professional Office Building.

Where do I park?

Free parking is available for patients and visitors in the main parking lot directly across from the hospital, just east of the Professional Office Building on 93rd Street, and on the corner of 93rd Street and Crandon Avenue. This convenient lot provides secured parking 24 hours a day, seven days a week. For emergency department patients and visitors, there are parking lots conveniently located on 92nd Place across from the emergency entrance and just west of the emergency department. A public safety associate is available to escort visitors to their cars if requested. To reach a public safety associate, dial ext. 3333.

What types of spiritual care services are available?

A chapel is located off the hospital’s main lobby, our chapel is open 24 hours a day for anyone seeking a quiet place to meditate or pray. The chapel also is used for occasions of formal worship and memorials led by the chaplains.

Because your spiritual needs are important to your recovery, our professionally trained chaplains who represent all faiths, are a vital part of our healing team. They are available 24 hours a day for pastoral care, counseling and sacraments. They also assist with ethical concerns, Living Wills and Durable Power of Attorney for Health Care. To see a chaplain, call the hospital operator or ask an associate to page the chaplain on duty.

What services are available for people with special needs?

Auxiliary aids and interpreters are available to patients and family members who are hearing impaired or who do not speak English or have limited English skills. If you require an interpreter or auxiliary aids, ask any associate to secure an interpreter for you.

Senior Advocate:  Senior Advocate is a special program of services and benefits to promote a healthy and independent lifestyle for people 65 and older. Exercise programs, monthly breakfast talks and free health screenings are available for members of Senior Advocate. To become a Senior Advocate member, call 800-3-ADVOCATE (800-323-8622).

Support Groups:  There are many support groups available at Trinity Hospital, including those listed below. For more information, call 800-3-ADVOCATE (800-323-8622).

• Alcoholics Anonymous
• Asthma
• Breast Cancer
• Cardiac Rehabilitation
• Congestive Heart Failure
• Diabetes
• Grieving
• Nutritional Support
• Perinatal Loss

What are advance directives such as a living will or do not resuscitate order?

Advance Directives
Advance directives are legal documents that enable you to specify what forms of treatment you want performed or withheld should you become unable to make or communicate these decisions on your own. Trinity Hospital’s Mission and Spiritual Care or Continuity of Care departments will be happy to explain advance directives – Living Wills or Durable Powers of Attorney for Health Care – and answer questions you may have.

In addition, in compliance with the Patient Self-Determination Act, Trinity Hospital will provide adult patients a written summary statement of:

• The Illinois law on advance directives (Living Will and Durable Power of Attorney for Health Care);
• The Illinois law regarding patients’ rights to make decisions concerning their medical care; and
• Trinity Hospital’s policy regarding advance directives.

A surrogate decision maker may be found for any patient who lacks decisional capacity, even if the patient does not have a ’qualifying condition.“ A qualifying condition is defined in Illinois law as a terminal condition, permanent unconsciousness, or an incurable or irreversible condition. No life-sustaining treatment may be removed unless a patient has a qualifying condition.

Individuals needing mental health treatment may declare in writing their preferences or instructions, including electroconvulsive treatment (ECT), the use of psychotropic medicine, and admission to a mental health facility. The individual may also designate an attorney-in-fact to make future mental health decisions on their behalf.

You should complete these statements upon admission. If you have any questions concerning advance directives, your primary care nurse can direct you to the appropriate resources, or you can call the chaplain at 773-967-5184.

Do-not-resuscitate order
You also may ask your doctor about a do-not-resuscitate order (DNR order). A DNR order means that cardiopulmonary resuscitation (CPR) will not be started if your heart stops. You and your doctor may decide together that your doctor should write a DNR order into your medical chart. If you have an accident, such as choking on food, the DNR order still allows health care workers to give the Heimlich maneuver or take other appropriate action.

What are my rights and responsibilities as a patient?

• Download or print - Rights and Responsibilities – English
• Download or print - Rights and Responsibilities – Spanish
• Download or print - Rights and Responsibilities – Polish

What do I need to know when I leave the hospital?

Social workers are available to assist you with planning your care after you leave the hospital. This department provides patients and their families with guidance for nursing home placement, home care, financial resources and referral information. A social worker is assigned to each patient floor. Ask your nurse to contact one so they can have everything ready for your return home.

What if I have questions about my insurance or bill?

Advocate's mission is to provide quality and compassionate health care to our patients and their families. We understand that hospital bills and insurance claims can be confusing. We want to help you understand what Advocate will do to assist you, how you can assist us and your health plan, and how we can help you with your application for qualifying for government or charity assistance programs.  If you wish to speak to a customer service associate, please call 630-645-2400 Monday – Friday, 8 a.m. to 4:30 p.m. 

Read our brochure about Understanding Billing and Financial Assistance in English or Spanish.

Who do I call with a complaint or concern?

Advocate Trinity Hospital is committed to meeting our customers’ needs. However, occasionally, differences may arise. Attempts to resolve concerns will be made at several levels (associate, manager/director, administration) but the grievance process is available to patients to resolve their concerns.

A grievance is a complaint about any condition of service rendered to a patient that they believe to be unjust or inequitable. This complaint has been unresolved at the associate and manager levels.

If a leadership team member fails to provide an acceptable response to a patient’s complaint, the patient should be reminded of the Patient Grievance Process. The leadership team or patient should contact the patient representative. The patient representative attempts to resolve the issue. If unable to do that, the patient representative is responsible for calling the Grievance Panel together within five working days.

Patient Grievance panel consists of three members:

1. Executive team member
2. Governing council member (Facilitator)
3. Ethics committee member

Each member of the grievance committee is responsible for reviewing all of the evidence available, and helping to arrive at a fair and just decision.

The Patient Grievance panel will listen to the concerns of the patient and attempt to develop a mutually acceptable resolution within five days of the meeting.

The patient representative will work with the governing council member to notify the patient in writing of the resolution of the complaint.

The outpatient registration area is located on the main floor of Trinity hospital adjacent to the front lobby information desk. This registration area accommodates all outpatient services such as radiology, lab, EKG, nuclear medicine, physical therapy and the ambulatory care center. Patients should enter through the main hospital entrance.

Upon arrival, patients will need to stop at the registration reception desk where they will be asked to present their physician order and provide their name to the receptionist. When a registrar becomes available the patient will be escorted and introduced to the registrar who will complete the registration. The patient will need to bring their insurance card, picture ID, physician order and/or referral with a valid diagnosis and name of the test to be performed. Patients that have a scheduled test or procedure will receive priority.

During the registration process, the registrar will verify your name, address and insurance information to ensure that your personal information is accurate and that your bill is submitted to the proper insurance payer. If you are a Medicare patient, we are required by law to ask you a series of questions. You will also be asked to sign a health care consent form. Upon completion of your registration you will be directed and in special need cases escorted to your point of service.

Hours:

• Monday through Friday: 6:30 a.m. to 6:30 p.m.
• Saturday: 6:30 a.m. to 3:30 p.m.
• Sundays and Holidays: Closed

Please Note: Patients who require emergency services on Sundays, holidays or after hours may report to the emergency department registration area to be served.

The evening prior to surgery, do not have anything to eat or drink after midnight. If you have medications for your heart or to control your blood pressure, you should take them as prescribed by your physician with only a very small amount of water. Medications for asthma should be taken as prescribed by your physician and you also should bring your inhaler to the hospital with you. If you take insulin, do not take it the morning of surgery, except at the specific instruction of the anesthesiologist or your physician. Any oral diabetic medications should not be taken the day of surgery. Remember to either bring your medications in their original containers with you to the hospital or a written list of them.

The evening before surgery, between the hours of 4 and 9 p.m., a nurse will call you to give you preoperative instructions and to inform you of the time you are to arrive at the admitting office for registration. If you have seen or spoken with a doctor or nurse prior to the preoperatve phone call, please follow the instructions given to you regarding your medications and other instructions. If you have NOT been contacted by Advocate Trinity Hospital by 9 p.m. the evening before surgery, please call the hospital supervisor at 773-967-2000 to obtain instructions.

The day of surgery, please report to the admitting office for registration at the designated time. Please leave valuables, such as money, credit cards, check books and jewelry at home. If you are going home the same day of surgery, please make arrangements for transportation home. You must have a responsible adult accompany you home. We recommend that you do not operate a motor vehicle on the day of surgery. Please wear loose, comfortable clothing. If you have other medical questions or concerns, please speak with your doctor or call the surgery screening nurse at 773-967-5543, Mondays through Fridays 9 a.m. to 5:30 p.m.

At Advocate Trinity Hospital, we believe that better health care begins with listening. Our state-of-the-art emergency department enables our skilled, experienced staff to deliver treatment that is more timely, private, comfortable and convenient for our patients.

We have 16 rooms, instead of curtained cubicles, to protect patient privacy.

These rooms include:

• Critical treatment rooms for immediate, life-threatening condition, with high-tech equipment and improved patient monitoring.
• Private emergency treatment rooms for patients needing urgent but non life-threatening care.

• Special examination/consultation rooms with private bathrooms for those who need immediate care, focusing on women with obstetrical/gynecological problems or abdominal pain.

How to provide patient feedback

Advocate Trinity Hospital is committed to meeting our customers' needs. However, occasionally, differences may arise. Attempts to resolve concerns will be made at several levels (associate, manager/director, administration) but the grievance process is available to patients to resolve their concerns.

A grievance is a complaint about any condition of service rendered to a patient that they believe to be unjust or inequitable. This complaint has been unresolved at the associate and manager levels.

If a leadership team member fails to provide an acceptable response to a patient's complaint, the patient should be reminded of the Patient Grievance Process. The leadership team or patient should contact the patient representative. The patient representative attempts to resolve the issue. If unable to do that, the patient representative is responsible for calling the Grievance Panel together within five working days.

The Patient Grievance panel consists of three members:

• Executive team member
• Governing council member (Facilitator)
• Ethics committee member

Each member of the grievance committee is responsible for reviewing all of the evidence available, and helping to arrive at a fair and just decision.

The Patient Grievance panel will listen to the concerns of the patient and attempt to develop a mutually acceptable resolution within five days of the meeting.

The patient representative will work with the governing council member to notify the patient in writing of the resolution of the complaint.