Patients' frequently asked questions & answers

Admitting
When you are admitted to the hospital, you signed a Health Care Consent Form that covered important information regarding your stay. It covers the following topics:

• Consent to treat
• Responsibility for payment
• Assignment of benefits
• Medicare payment and assignment of benefits
• Release of medical information
• Responsibility for personal belongings
• Independent physician services

If you do not have a copy, please ask your nurse to obtain one for you.

Patient guidelines
Advocate Good Samaritan Hospital is committed to making your care the highest quality and safest possible. The following tips can assist you while you are a patient.

1. Tell your physician, nurse and other health care providers the following information:
   • Past illnesses and surgeries
   • Chronic health problems-such as diabetes, heart problems or high blood pressure (even if it is well controlled)
   • A list of all medications you are taking: both prescription and over the counter (such as aspirin, ibuprofen, vitamins and herbal supplements)
   • Any drug allergies or reactions (be specific about what happened)
   • Any advance directive you may have completed such as a living will or power of attorney for health care (request the documents be placed in your medical record)
2. Discuss your medical treatment plan with your doctors. If you have more than one doctor, make sure you understand what role each doctor plays in your care. If you are having surgery, talk to your doctor and surgeon to make sure that everyone agrees on what will be done during the operation and make sure you know who will take care of you after surgery. You should ask:
   • What tests or procedures are ordered for me?
   • What will happen when I have these tests or procedures?
   • When will I get the results of the tests or procedures?
   • What are the results of the tests or procedures and what do the results mean?
   • What is the correct amount of medicine? How should this medicine be taken? How often should I take the medicine at home?
   • What are the side effects of this medicine ordered for me?
   • What should I do or not do to continue my care at home?
3. Encourage your family to tell your nurse, your doctor or other caregiver if they notice any unexpected changes in your condition.
4. If either you or your family notice that you may be receiving medicine or getting a test or procedure done that you did not expect, or if something with the equipment in your room does not seem to be working properly, ask your nurse, doctor or other caregiver about it.

Pain management resources: Information on pain management resources is included in your patient information folder. 

Medications: Do not take medication you have brought from home because of potential interaction with newly prescribed medication. If your doctor wants you to continue to receive certain medications while in the hospital, your doctor will prescribe them for you. During your hospital stay, your medications may be delivered on a different schedule than you are accustomed to.

Infection prevention precautions: For your protection, hospital staff consistently take precautions to prevent transmitting diseases between patients and between themselves and patients. Your health care providers may wear masks, gloves or other protective clothing when caring for you and other patients. In certain situations, they also may ask you or your family, friends and visitors to wear certain protective clothing.

At night: For your safety, we recommend calling for assistance when getting out of bed during the night. Medications and new surroundings may affect your ability to move around safely. Signal the nurse if you need assistance or need to get up.

If you brought something of value and it cannot be sent home, we suggest that you place it in the hospital safe during your stay. Good Samaritan Hospital cannot be responsible for money, jewelry, credit cards or other valuables you choose to keep in your room or on your person. Inform the nurse if you need an item/items secured or call public safety at extension 5555 (630-275-5555).

If you have valuables in the hospital's safe, you will be given a receipt. Present this slip at the cashier's office on the first floor on your way out to reclaim your belongings. If you are discharged after 4:30 p.m. or on the weekend, public safety will assist you.

Physicians
Several different types of physicians may be involved in your care. Your attending physician is the doctor who has primary responsibility for your care. Consulting physicians are specialists, such as cardiologists or gastroenterologists, who provide expert opinions and collaborate with your attending physician when requested. All may be able to answer any questions you have about your care but your attending physician is the primary decision maker and can give you the most complete answers.

Nurses
You will be cared for around the clock by our team of registered nurses, licensed practical nurses and patient care assistants. The nurse manager is responsible for coordinating and managing nursing care on each unit. Please ask your nurse or nurse manager if you have any questions or concerns about your care.

Care managers
Your care manager coordinates your care and your discharge. He or she supports the team and communicates with your physician about your care.

Social workers
A hospital social worker can help arrange for post-hospital care services, locate community resources and provide supportive counseling.

Registered dietitians
Registered dietitians are assigned to every patient care area. They work closely with your nurse and physician to decide on the best nutritional therapy for your health condition. They are available for any nutritional education or counseling.

Volunteers
Volunteers provide valuable assistance to the patients and staff. The volunteers are trained to make your stay as pleasant as possible. You will see volunteers at work at the reception desks; on nursing units; as escort messengers; delivering mail, flowers, books and patient information; with the chaplain; and "behind the scenes" in various clerical assignments.

Call 630-275-1181, extension 1181 to reach a volunteer or for program information.

On your meal tray, you will receive a menu from which you can select your meals for the next day. Complete the menu right away so that it is ready for pickup. If you are on a special diet, your menu will be modified according to your doctor's orders. Juice, milk and other light refreshments are available on your unit; please request them from the nursing staff. Should you have any questions regarding your meals or diet, dial extension 1065 (630-275-1065).

Call system: If you need assistance, you can reach a member of the care team by pressing the call button. Your call will be answered as quickly as possible.

Temperature control: Each patient room can be individually controlled and adjusted. If your room seems too warm or too cool, check to be sure the thermostat is not covered by the privacy curtain. The temperature control mechanism must be uncovered to keep your room at a uniformly comfortable temperature. If you are still have problems, press the "At Your Service" button on your telephone and leave a message. Someone will help you as soon as possible.

Room controls: One central control unit located on your bed contains:

• Call button
• Television control
• Television pillow speaker and volume control

The bed controls are on a separate unit also located on your bed. The controls for your room lights are located on your nightstand next to your bed.

Room cleaning-Your room is cleaned daily. If there is a concern regarding the cleaning of your room, press the "At Your Service" button on your telephone.

Telephones:The phone by your bed has a number that family and friends may dial to reach you directly. The direct dial number to your phone is area code (630) 275 plus the extension written on your telephone. To provide a peaceful environment for all patients, patient phones cannot receive incoming calls from 10 pm to 6 am. Patients are able to make outgoing calls at all times.

For your convenience, all of your calls can be dialed directly from your bedside. Our calling area package covers the entire "630" area code plus Willow Springs and is free of charge. To place a local call, press the "local" button on your phone and dial the seven-digit number. To dial Willow Springs, please press the "local" button, then dial "1.708" plus the seven-digit number.

Calls outside our calling package will result in a telephone surcharge plus the cost of the call. Calls can be made collect or billed to your home number or your telephone calling card. We are unable to bill telephone charges to your room. To place non-local calls, press the "Non-local" button on your phone and dial "0" + area code + seven-digit number. An operator will come on the line and ask for billing information.

To stop incoming calls to your telephone, press the "No Calls" button on your telephone. A light will come on. To receive calls again, press the "No Calls" button once more; and the light will go off.

Cell phones may be used in family waiting areas of the hospital.

Television: Good Samaritan Hospital provides free television services in all patient rooms. One television is available in each patient room and is shared by both patients. The programming includes all local stations, hospital information channels, and selected cable channels. All television functions can be controlled by the remote control unit by your bed. Closed captioning for patient televisions is available by pushing the "CC" button on your television set.

Electrical safety: Patients may have electrical items (such as electric shavers, hair-care appliances, radios, calculators, etc.) in most areas of the hospital. Personal televisions are not permitted, however. For your safety, patient-owned electrical items are not allowed in the intensive care units, the psychiatric units or in areas where monitors are in use. Battery-operated items are allowed in these areas. Good Samaritan Hospital cannot accept responsibility for these items if they are lost or stolen.

Smoking policy: Good Samaritan Hospital maintains a smoke-free environment. In keeping with our mission to promote health and wellness, smoking is not allowed anywhere within the buildings on the campus. This policy pertains to patients and visitors, as well as physicians, employees and volunteers.

Mail: Mail is delivered Monday through Friday by a volunteer. Ask your family and friends to address mail as follows:

Your name
Your room (if known)
Advocate Good Samaritan Hospital
3815 Highland Avenue
Downers Grove, IL 60515

U.S. postal boxes are located in the first floor atrium of the hospital and in the main entrance of the hospital's Physician Office Center.

Gift shop: Store Hours Monday 8:30 a.m. to 7 p.m. Tuesday 8:30 a.m. to 4 p.m. Wednesday 8:30 a.m. to 7 p.m. Thursday 8:30 a.m. to 7 p.m. Friday 8:30 a.m. to 4 p.m. Saturday and Sunday Closed.

Resale shop: The Gingham Tree, also operated by the Auxiliary of Good Samaritan Hospital, is located in a separate building on the southeast corner of the campus. The shop is open from 10 am to 4 pm, Monday through Friday, and 10 am to 3 pm on Saturday. The Auxiliary donates its proceeds to Good Samaritan Hospital.

Cash station: An ATM is located in the Physician Office Center and in the main entrance of the hospital.

Newspapers: A volunteer will bring around a newspaper cart each morning. You may purchase the Chicago Tribune, Chicago Sun Times or USA Today.

Notary public: A notary public is available Monday through Friday 24 hours a day. To reach a notary public, dial "0" and ask for assistance.

Lost and found: If you have lost or found an item, call the hospital operator by dialing "0" from any house phone. The operator will notify a Public Safety Officer who will take a report, check the lost and found area for missing articles or store the found item.

Chaplains are available to provide spiritual/pastoral care for patients, families and friends, especially during times of crisis, grief or loss. The chaplains are professionally trained and are a vital part of wholistic care.

Mission and spiritual care chaplains also can contact your own clergy, congregation, synagogue, mosque or faith community, and make arrangements for religious/spiritual needs (scriptures, communion, anointing or sacrament of the sick, prayer rugs, Sabbath candles). Holy Communion is available to Catholic patients daily. We also provide information about advance directives (living will and durable power of attorney for health care), and can discuss ethical decision making and health care issues.

Chaplains are available 24 hours, seven days a week. You may contact a chaplain by calling the mission and spiritual care office at extension 1185 (630-275-1185), by informing your nurse or by dialing "0" for the operator and requesting the chaplain on call.

Chapel: Our chapel is open for prayer and meditation to people of all faiths. The chapel may be used for occasions of worship and memorials. It is open 24 hours a day and located on the first floor main hallway.

Ethics consultation services: Health care decisions can be very complex in the context of our highly technical world. Sometimes decisions regarding treatment options are difficult to make. If you feel that your health care wishes are not understood or if there is disagreement about what decisions should be made about your care, you may want to ask for an ethics consultation. Any patient, patient representative, family member or member of the health care team may request a consultation from the ethics committee. The committee can offer education and consultation for decision makers. To contact the ethics committee, please ask your nurse or contact the hospital operator to page the on-call chaplain.

Interpreter services are available at no charge to patients who do not speak or read English. For people who are deaf, hard of hearing or who have speech impairments, sign language interpreters, TTYs, and other auxiliary aids and services are available free of charge. For assistance, please check with your nurse.

Information on advance directives, durable power of attorney and living wills is included in your patient information folder. Your nurse will be asking if you have an advance directive or if you would like further information. If you have any questions or wish to meet with someone to discuss advance directives, contact mission and spiritual care at extension 1185 (630-275-1185).

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

The main telephone number of Good Samaritan Hospital is 630-275-5900. If you wish, your friends and family may call the main telephone number to get your room number.

List shows full phone number or extension (dial 630-275 + extension):

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 through Friday, 8 a.m. to 4:30 p.m. 

View our brochure - "Understanding Billing and Financial Assistance": English (pdf format) |  Spanish (pdf format) 

If you would like to recognize an associate for outstanding service, nomination forms are available on the nursing units. Compassion, excellence, partnership, equality and stewardship are our values. Ask your nurse for a form. As you leave, ask any associate to send the completed form to human resources.

Who do I call with a complaint or concern?

We realize patients, their family members or visiting friends may experience problems or have concerns regarding their hospital stay. If, for some reason, any aspect of your stay or care have not met your expectations, ask for the manager of the unit or department caring for you. If he or she is unable to help you, please call a patient relations representative at extension 2273 (630.275.2273). View additional details here.

When you are admitted to the hospital you will be asked whether you have current advance directives. These forms are not mandatory, but advisable for adults to have thoughtfully completed. If you would like to fill out these forms, you can download the living will or durable power of attorney.

We understand that being in an unfamiliar environment, you may require more assistance than you would at home. Therefore, we have the following suggestions to make your hospital stay a safe one:

• Use the call light system to ask for help.
• Use the call light system in the bathroom if you become weak or need assistance.
• Ask for help if you feel weak, dizzy or lightheaded when you get up.
• Ask to have objects such as the bedside table, phone or call light placed within your reach.
• Wear slippers or shoes with non-skid soles while walking.
• The side rails of your bed may be kept up for safety; never climb over the side rails or the end of the bed.
• Alert your nurse to any special needs such as frequent trips to the bathroom, getting up during the night or difficulty seeing clearly at night.
• Notify the nursing staff if a spill occurs on the floor.

Patient rooms are designed for efficient medical care and safety. Your room was selected on the basis of your medical condition as indicated by your physician. You will receive instructions on how to operate your hospital bed, television, telephone and call light from your admitting nurse.