Main hospital
248.964.5000
Care management
248.964.8900
Patient & family experience
248.964.1800
Billing
800.582.1101
Meal ordering (nutrition services)
248.964.2433
Lost and found
248.964.5678
Discharge medication program/ outpatient pharmacy
248.964.3681
Free wireless internet service is available in the hospital. The network to connect to is CH-guest. If
Our mission is to improve health, instill humanity and inspire hope. While it is our privilege to care for you and provide a place for healing, we also know that hospitals can be places of unease and worry. We want to assure you that you are in good hands at Corewell Health Beaumont Troy Hospital. Your care is being provided by a team of highly skilled professionals who are committed to providing you with the best care possible by truly listening to you, respecting and caring for you as a whole person and giving you the information you need to make informed decisions about your care.
We recognize that you know yourself better than anyone; therefore, you and whomever you define as family, are viewed as important members of your care team and part of everything we do. We call this patient and family-centered care and encourage you to become a partner in care by asking questions and sharing your thoughts, concerns and care preferences.
To help ease your stay, this welcome guide was created in collaboration with patients and families to provide you with knowledge and support based on clinical expertise and personal wisdom. This guide includes information about your safety, hospital services and resources available to you and your family. By watching the hospital television channel or visiting our website, you will find additional information about your care and stay.
Thank you for placing your trust in us. We wish you peace and healing.
Nancy Susick President Corewell Health Beaumont Troy Hospital
Hospitals are busy places and there may be many people coming into your room during your stay. Doctors, nurses, therapists, technicians, transport team and even students may be in to see you. If you have questions or concerns during your stay, please use the call button and your nurse will be able to help you.
Life is far from routine when you are in the hospital, but there are some regular practices you can expect that may help you adjust to the hospital routine.
We know that your family and friends are an important part of your healing and we welcome them to spend time with you.
For your comfort, we have a cafeteria, family lounges and a chapel. If you would like a family member to stay with you overnight or during certain procedures, please discuss this with your nurse.
Please keep in mind that providing safe care in a quiet and healing environment is our top priority. It is important to remember to be a good roommate in shared spaces and respect the needs of others by maintaining a restful and quiet environment. At times, we may need to limit the number of people at your bedside.
To keep everyone safe, please remember that all visiting children must be under supervision by an adult who is not the patient at all times.
Partnering with your care team establishes trust, effective communication and improves your health and experiences by creating a care plan that works for you.
Medical rounds are a time when members of your health care team talk with you about your health, test results and treatment plan. Your role is to carefully listen to what the team is saying, ask questions about medications, treatments or therapies, share your thoughts or concerns and take part in the care planning and decision making. Also, if incorrect information is stated, always make the correction.
At the end of each nursing shift, your outgoing nurse will share information about your health status, plan of care and daily goals with you and your incoming nurse. We encourage you and your family to take part in this information sharing by asking questions, raising concerns and sharing health goals.
Meals are served via room service upon your request. Family and friends may also order a meal; however, a guest charge will be collected. Keep in mind that meals typically arrive within 45 minutes of ordering, so remember to work around your treatment and therapy schedules. If you prefer a meal to meet religious or cultural preferences, please let us know. Our nutrition services team will do all they can to meet your meal choices. If you need help choosing food, please ask your nurse.
Spirituality and faith can be important to health and healing. Hospital chaplains are knowledgeable of many faiths and are able to support your religious and spiritual practices as well as help you cope during medical crises. If you would like to talk with a hospital chaplain, please ask your nurse to make a referral.
Having things that remind you of home may help make your stay in the hospital a little bit brighter. However, as a patient, you will often be away from your bedside for tests and procedures and it is not always possible to take your belongings with you. Therefore, please leave valuables, such as jewelry, money, credit cards and electronics at home. If this is not possible, please ask your nurse to have these items stored for you. Also, ask your nurse for a special container to hold your eyeglasses, dentures or hearing aids.
Your safety is at the center of all we do, and you and your family have an important role in keeping you safe. As a partner in care, please speak up if you see or hear something that concerns you or “just does not feel right.”
If you don’t, your doctors and nurses may assume that you understand or that someone else is answering them for you.
Things that were simple at home, like getting up to use the bathroom and walking down the hall, may be difficult while in the hospital. Even if you have never fallen before, you may be weaker than usual due to illness, medications, tests or procedures. Equipment and tubes may also make getting up and walking without assistance more difficult. When you do want to get up, ask us to help you and remember to move slowly and wear shoes or non-skid socks.
Following infection prevention guidelines is an important step in helping to prevent the spread of germs while in the hospital.
It is important for everyone entering your room, including your care providers and your family and friends, to clean their hands with soap and water or hand foam each time they enter your room. If you’re unsure if they have done so, please speak up.
We understand that family and friends may want to spend time with you; however, please ask those who are sick to wait until they are feeling better before coming to see you.
There are many ways to participate in your care and Corewell Health wants you and your family to be involved in every step of the way.
Discuss with your care team how to maintain movement and certain activity during your hospital stay. Many patients benefit from doing brief range of motion exercises, sitting up in a chair and sometimes walking in the hallway. Remember to always ask your nurse for help if you plan to move.
To ensure effective communication with patients and their companions who are deaf, blind, hard-of-hearing or have limited English proficiency, we provide appropriate auxiliary aids and services free of charge, such as qualified sign language and oral interpreters, high definition video remote interpreting services, over the phone interpreting, note takers, written and translated materials, telephone handset amplifiers, assistive listening devices and systems, telephone compatible with hearing aids and televisions with captioning of most hospital facilities’ programs. Please ask your nurse or other Corewell Health team member.
You will find a whiteboard on your hospital room wall with the purpose of keeping you informed about your care plan.
With request, you may get printed copies of your health records. You and the people with whom you have given proxy access have secure access to your health record through Corewell Health’s patient portal, myBeaumontChart, allowing you to:
• View your medical information including immunizations, diagnoses, test results, treatment plans, medications and more
• Request appointments or medication refills and send private messages to your doctor
• View insurance information and view and pay bills
Recording life milestones, instructions from your health care team and demonstrations on how to care for yourself can be helpful. Please remember to be respectful of the privacy of other patients and team by first talking with your health care team before taking photos or taping events, conversations and procedures. Team members will do what they can to help you understand important information and support your wishes to record important life moments.
Advance directives are an important part of health care. By completing an advance directive, you are making your goals, values and treatment preferences known. You will be asked to select a person, called a patient advocate, to uphold your decisions if you are in a position where you cannot speak for yourself. Ask your nurse for more information about how you may complete your advance directive.
Your discharge planning starts from the moment you are admitted to the hospital. Throughout your hospitalization, your care team will update information in your discharge folder. Please ask questions to be sure that you understand what will be expected of you after discharge, including treatment plans, medication prescriptions, follow up appointments and any necessary medical equipment you may need. Be sure to ask the person who will be helping you after discharge to be present for discharge planning and education.
Care managers are nurses and/or social workers who work with you and other care team members to manage your care while in the hospital and plan for a safe discharge from the hospital. Care managers consider your medical, emotional and financial needs, which helps them determine the types of services for which you are eligible. Services may include home care, private nursing care, supplies and equipment, rehabilitation, infusion therapies and hospice care. Care managers may also help you sort through health insurance coverage and arrange transportation as needed.
The discharge medication program was established to help you get your medication prescriptions before leaving the hospital.
To participate, let your nurse know you want to have your discharge medication filled at the hospital pharmacy and be prepared to provide your prescription benefit information which is frequently different from your medical benefit card. Please note that you will be responsible for any copays, which will be the same as the copay you would pay at your local pharmacy.
Your insurance benefits are based on the contract that you or your employer holds with your insurance carrier. Each year, you should receive a booklet giving you updated information about your health benefits. Many insurance plans require referrals and/or authorizations for covered services. If your plan requires a referral, your doctor must write the referral before the service is provided. If an authorization is required, Corewell Health will obtain the authorization from your health plan before you get the service. If you are unsure if something will be covered or if you need a referral or authorization for a specific service, always check with your insurance plan before having the service performed.
Corewell Health will bill your health plan for services that are covered using the information you have provided to us. Bills will reflect charges for Corewell Health professional services, hospital services and supplies. If you do not have medical insurance or if your coverage does not cover all of the costs of your care, benefit advisors are available to help you sort through your payment options, create a flexible payment plan, and if you qualify, connect you with financial assistance programs. If you would like to speak with a benefit advisor, please call the billing department or ask your nurse or social worker to connect you.
At Corewell Health, we seek to provide an exceptional experience for every patient and family. We want to partner with you to ensure that you receive superior quality, personal care.
• Health care providers at Corewell Health will welcome, respect and serve all people regardless of ethnicity, color, gender, gender identity and expression, national origin, religion, disability, age, HIV status, sex (as defined by law and Corewell Health policy), sexual orientation, race, or source of payment for services or any other basis prohibited by federal, state or local law. Patients will be treated in a manner consistent with their preferred gender identity
• Care will be provided in a professional and respectful manner at all times
• Sign and spoken language services, free of charge, if the patient has limited English proficiency or is hearing impaired
• Treatment, services and referrals will be made as needed. If we cannot meet the patient’s medical needs, we will arrange a transfer to another facility. Referrals will be made only after the patient is given full information about why the transfer is needed and offered other choices for treatment if they choose not to be transferred. The facility receiving the patient must agree to accept the transfer
• Best effort will be made to provide pastoral/spiritual care as desired from the patient’s pastor, priest, rabbi, monk or other religious leader or from Corewell Health’s pastoral care services, if available
• Patients will be told how to file complaints and settle disputes, arguments or conflicts. Resources include services such as Patient Relations, Ethics Committee and other regulatory agencies as required by law
• Patients will be able to use protective and advocacy services as needed
• Patients have the right to have a representative of their choice, and their physician notified of their admission
• Patients have the right to equal access to communications and may request accommodations if needed
The patient can expect the health care team to provide:
• Clear explanations about diagnosis and treatment
• Information about specific treatments or procedures, including their benefits and risks, and the medically reasonable options to these treatments
• The name and professional title of the physician in charge of the patient’s care and the names and titles of other health care providers
• Results of treatments, including unexpected results, from their physician or their designee
• Access to their medical record. It is encouraged that the patient will review their record with their physician or designee. The patient may access their medical record in MyChart and has the right to ask for and receive a copy of their own medical record for a fair fee
• The patient’s chart or other protected health information to third parties only when approved by the patient (except as required or
allowed by law for treatment, payment or health care operations), or other permitted disclosures under the Health Insurance Portability and Accountability Act (HIPAA)
The patient or their legally designated representative can expect:
• To participate and make decisions about their own health care and care planning
• To be encouraged to take an active involvement in their care as a patient safety strategy
• To have the choice to accept or refuse medical care and treatment to the extent allowed by law and to be told of the medical results of these decisions
• The opportunity to complete an Advance Directive and know that it will be followed to the extent allowed by law. If asked, the hospital and care team can help the patient prepare the Advance Directive
• To have the right to a second opinion with another physician, at their own request and expense
• To seek the advice or opinion of the Ethics Committee
• To make decisions to include or exclude any or all family members or significant others in the involvement of their care
• To get information about end of life care
• An explanation of their bill, financial assistance and payment options. Patients also have a right to receive a copy of their bill, regardless of payer
They can expect:
• To have care provided in a safe, secure and efficient environment, free from abuse and harassment. Chemical or physical restraints will only be used in emergencies to protect the patient and/or others
• To have ongoing assessment of their pain and be involved in plans to manage pain
The patient can expect:
– To have information about pain and pain relief options
– A health care team responsive to preventing pain
– Health professionals who respond quickly to reports of pain
• To receive care in a setting that maintains the patient’s dignity through personal space and clothing suited to their condition
• To be told of the experimental nature of suggested procedures or treatments and have the right to refuse those treatments without affecting their care
• A validation of their name and date of birth through a visual inspection (ID band or other documents) and verbal acknowledgement before any medical treatment or intervention is provided to the patient
• To receive information about how to report concerns, including concerns about safety and to be encouraged to do so without retaliation
They can expect:.
• To have personal privacy, including privacy of personal medical information
• To have the right to refuse to talk with or see anyone not officially connected with the hospital. This includes visitors or others not directly involved in providing care
• To have the use of a telephone for private conversations
• To be interviewed and examined in a setting that provides reasonable privacy in sight and sound
• To have a person of the same sex present during exams or procedures, if requested
• To remain disrobed only as long as is needed for medical purposes
• To be asked for written consent for any filming or recording to be used for any purpose other than identification, diagnosis and treatment
It is the patient’s responsibility to:
• Provide a complete, accurate and honest medical history and information including:
– Nature of your illness
– Past illnesses and hospitalizations
– Specific problems, symptoms, pain or concerns
– Medication (prescription, over the counter and herbal) history, (including dose and frequency), reactions to medications (foods and latex) and concerns
– Changes in your medical condition, as they happen
• Speak up and ask questions if you do not understand the treatment plan and your role in the plan
• Make informed decisions about your care
• Follow the recommendations, advice and treatment course arranged between you and your health care team
• Follow Corewell Health’s rules about patient care and conduct to support quality care and a safe environment, such as:
– Respecting the rights of other patients and Corewell Health team members and property
– Following our tobacco-free environment policy
– Knowing the name of the physician in charge of your care
• Provide complete, accurate and timely information about the sources of payment for the care provided and fulfill financial obligations in a timely manner. Emergency care will not be delayed while we gather this information
• Accept and recognize responsibility for the medical results if you refuse treatment or do not follow the health care provider’s instructions
If you have a concern or complaint, we value hearing from you and encourage you to contact the patient relations department. We will work with you and your family to address and resolve your concerns. Should you prefer, you also have the right to file a complaint at any time with The State of Michigan or The Joint Commission.
To contact the state licensing agency Licensing and Regulatory Affairs Bureau of Community and Health Systems
Health Facilities Division
P.O. Box 30664, Lansing, MI 48909
State of Michigan Complaint Hotline: 800.882.6006
To contact the organization that accredits the hospital: The Joint Commission jointcommission.org
(Under “Connect With Us” on the bottom of the home page, use the link to “Report patient safety event”)
By Mail:
Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
630.792.5636 Fax
To contact the office of civil rights:
Michigan Department of Civil Rights 350 Ottawa Ave. NE Grand Rapids, MI 49503
Michigan Department of Civil Rights • Lansing Office Capitol Tower Building 110 W. Michigan Ave., Suite 800 Lansing, Michigan, 48933
517.335.3165
Michigan Department of Health & Human Services Bureau of Health Systems
P.O. Box 30664 Lansing, MI 48909 800.882.6006
This notice describes our nondiscrimination policy, availability of free language assistance, auxiliary aids and services and filing a grievance.
Discrimination is against the law
Corewell Health complies with applicable civil rights laws and does not discriminate, exclude people, or treat them differently on the basis of race, color, ethnicity, national origin, age, HIV status, marital status, sex (as defined by law and Corewell Health policy), sexual orientation, gender identity or expression, disability, religion, socioeconomic status or source of payment for service, height, weight, veteran status, association or any other protected characteristic based on federal, state, or local law.
Availability of free language assistance and auxiliary aids and services
Corewell Health provides free language services to people whose primary language is not English, which may include:
• Qualified interpreters
• Information written in other languages
Corewell Health provides people with disabilities reasonable modifications and free appropriate auxiliary aids and services to communicate effectively with us, such as:
• Qualified sign language interpreters
• Written information in other formats (e.g. large print, audio, accessible electronic formats)
If you need reasonable modifications, appropriate auxiliary aids and services or language assistance services, please tell us at the time you schedule an appointment, tell a member of your care team or contact us at 866.989.7999 (TTY: 711).
If you believe that Corewell Health has failed to provide these services or discriminated in another way on the basis of race, color, ethnicity, national origin, age, HIV status, marital status, sex (as defined by law and Corewell Health policy), sexual orientation, gender identity or expression, disability, religion, socioeconomic status or source of payment for service, height, weight, veteran status, association or any other protected characteristic based on federal, state, or local law, you can file a grievance in person, by mail, by phone or email. If you need help filing grievance or have questions, the following can help you:
Patient relations
Corewell Health
Director, patient experience MC 006 100 Michigan St. NE Grand Rapids, MI 49503 855.613.2262 (TTY: 711) patient.relations@corewellhealth.org
Section 1557 civil rights coordinator
Corewell Health Place Attn: Compliance department MC 6481 100 Corewell Drive Grand Rapids, MI 49503 616.486.2430 (TTY: 711) compliancedepartment@corewellhealth.org
You can also file a civil rights complaint with the Office for Civil Rights (OCR) at the U.S. Department of Health and Human Services (HHS) by: Mail
U.S. Department of Health and Human Services 200 Independence Ave., SW Room 509F, HHH Building Washington, D.C. 20201
Phone
800.368.1019 (TTD: 800.537.7697)
Electronic form ocrportal.hhs.gov/ocr/portal/lobby.jsf
Complaint forms are available from the HHS website at hhs.gov/ocr/complaints/index.html
This Notice is available on Corewell Health’s website at corewellhealth.org/policies/notice-of-nondiscrimination
Free language assistance services are available to you. Appropriate auxiliary aids and services to provide information in accessible formats are also available free of charge. Call 844.359.1607 (TTY 711) or speak to your provider to access these services.
The Notice of Availability of Language Assistance Services and Auxiliary Aids and Services in multiple languages is available here: https://corewellhealth.org/language-assistance-and-auxiliary-aids-and-services or scan this QR code (at right) for easy access to the site.
Bosnian/Croatian (Bosanski/Hrvatski) - PAŽNJA: Ako govorite bosanski/hrvatski), dostupne su vam besplatne jezičke usluge. Odgovarajuća pomagala i usluge za pružanje informacija u pristupačnim formatima takođe se pružaju besplatno. Pozovite 844.359.1607 (TTY 711) ili kontaktirajte svog pružatelja usluga.
Kinyarwanda (Ikinyarwanda) - ICYITONDERWA: Niba uvuga Ikinyarwanda, hari serivisi z’ubufasha bw’ururimi zitangirwa ubuntu. Serivisi n’ubufasha bwunganira bugamije kuguha amakuru ku buryo bworoshye kandi bunoze na zo zirahari ku buntu nta kiguzi. Hamagara 844.359.1607 (TTY 711) cyangwa uvugane n’uguha serivisi.
Spanish (Español) - ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. También están disponibles de forma gratuita ayuda y servicios auxiliares apropiados para proporcionar información en formatos accesibles. Llame al 844.359.1607 (TTY 711) o hable con su proveedor.
Vietnamese (Tiếng Việt) - LƯU Ý: Nếu bạn nói tiếng Việt, chúng tôi cung cấp miễn phí các dịch vụ hỗ trợ ngôn ngữ. Các hỗ trợ dịch vụ phù hợp để cung cấp thông tin theo các định dạng dễ tiếp cận cũng được cung cấp miễn phí. Vui lòng gọi theo số 844.359.1607 (TTY 711) hoặc trao đổi với người cung cấp dịch vụ của bạn.