During Your Stay at UPMC Presbyterian

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Bank Machines (ATMs)

ATMs are located at UPMC Presbyterian on the:

  • 11th floor near the cafeteria
  • Main lobby near the cashier
  • Ground level walkway near Falk Medical Building

At UPMC Montefiore, the ATM is located in the 7 Main lobby.

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Cafeteria and Food Services

  • UPMC Presbyterian Cafeteria
    11th floor
    Daily 6:30 a.m. to 2:30 a.m.
    For the daily menu recording, call 412-647-4EAT (4328).
  • UPMC Montefiore Cafeteria
    4th floor
    Weekdays 6:30 a.m. to 2 p.m.
    You or your visitor may request that a guest tray be delivered to your room. You will be charged for this service. To place an order, contact your nurse. In addition to traditional patient meals, kosher patient meals are available for breakfast, lunch, and dinner. To order kosher meals, ask your nurse or call 412-647-8001 and press option 1.

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Cell Phones and Wireless

Please read and follow all posted signs in the hospital regarding restrictions on the use of cell phones, wireless computers, and other wireless devices that transmit radio signals.

Restrictions may exist in hospital areas such as operating rooms, transplant intensive care rooms, and radiology imaging rooms.

Do not use cell phones or any wireless devices within six feet of medical equipment in patient care areas.

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Coffee Kiosks and Cafes

Coffee and snacks also may be purchased on the ground level of UPMC Presbyterian from 7 a.m. to 1:30 p.m., weekdays, and at the Café on Seventh at UPMC Montefiore from 10:30 a.m. to 8 p.m. weekdays.

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Condition Help

Condition Help was created to increase the safety of patients while in the hospital. It is a resource to call in an emergency or when a patient cannot get the attention of the health care team.

You can call Condition Help for a concern about a noticeable change in the patient’s medical condition that the health care team is not recognizing. You can also call Condition Help for concerns about a breakdown in how care is given or confusion over what care is needed.

Either the patient or a family member may call. Dial 7-3131 to call Condition Help. Give the operator your name, the room number, the patient’s name, and the patient’s concern. The operator will immediately activate Condition Help. This alerts a team of medical professionals to come to the patient’s room to assess the situation.

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Discharge Planning

Your nurse will work with you and your family to make your discharge as smooth as possible. Before you are discharged from the hospital, your nurses will review with you any special instructions for your at-home care or medicines.

Clinical social workers can help arrange for discharge to another facility, such as a nursing home or rehabilitation facility. They can help arrange for home nursing care or home health care equipment or supplies, if needed.

You should arrange for a family member or friend to take you home from the hospital. Your attending doctor will decide when you are ready to be discharged. Most attending doctors make the final decision to discharge patients in the morning. If you disagree with your doctor’s decision and wish to appeal the decision, tell your nurse.

Discharge time is usually 11 a.m. or earlier. Check with your nurse for your discharge time.

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Gardens

The Spinola Balcony Garden off Unit 3E at UPMC Presbyterian is open to patients and visitors, weather permitting. It is accessible and convenient for patients on heart monitors.

The Blair Crawford Courtyard Garden is off the 7 Main lobby at UPMC Montefiore and is open daily from 8 a.m. to 9 p.m. The garden features flower beds, an outdoor gazebo, and a heated solarium. It is accessible for wheelchairs and hospital beds.

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Gift Shops

  • UPMC Presbyterian
    LHAS Presbyterian Floral and Gift Shop
    Ground floor lobby
    Weekdays 9:30 a.m. to 6 p.m.
    Weekends 11 a.m. to 4 p.m.
    Candy, cards, gifts, magazines, lottery tickets, and other personal items.
    412-647-3181
  • UPMC Montefiore
    Windows on Seventh
    7 Main, off the main lobby
    Weekdays 9 a.m. to 5 p.m.
    Gifts, flowers, and a selection of greetings cards, magazines, and personal items.
    412-648-6107

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Hearing Assistance

If you have impaired hearing, amplified phone receivers and TDD (Telecommunications Device for the Deaf) are available. We also offer printed educational materials, closed-captioned television, and sign language interpreters.

Please ask your nurse for assistance.

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Infection Precautions

To safeguard the health of all patients, our staff uses routine protective measures, such as wearing gloves and other protective clothing, for many aspects of your care. These precautions protect patients and health care staff against many types of infections that are carried in blood and other body fluids.

Many infections are not spread by casual contact. However, contact with an infected person’s body or body fluids can pose a risk if the blood or body fluid enters an opening in the skin, or comes in contact with the skin that lines the eyes, nose, or mouth.

The Centers for Disease Control and Prevention (CDC) recommends that all health care workers take precautions when they come in contact with a patient’s blood or other body fluids. If you have any questions about infection precautions, please ask your nurse.

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Language Interpreter

We provide language interpreter services either through volunteer language interpreters (staff and community members) with varying degrees of fluency in certain languages, or access to professional language interpretation services.

Ask your nurse about language interpretation services, or call 412-648-6262 during normal business hours, and 412-647-2345, pager number 6666, after normal business hours.

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Lost and Found

You are responsible for your personal belongings and valuables. Please leave all valuables — such as jewelry, large amounts of cash, and sentimental items — at home.

If it is absolutely necessary to secure your belongings until someone can take them home for you, we strongly advise you to deposit them in the hospital's safe.

To make arrangements to do this, please speak with your nurse or call 412-648-2555.

Any personal items found throughout the hospital are turned over to the Transportation Department for safe keeping until claimed.

To inquire about a lost item, call 412-647-3636.

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Organ Donation

UPMC is a part of a national effort to raise awareness about the need for organ and tissue donations. To raise awareness, staff members ask patients who come to the hospital, or their designated family members, if the patient would be willing to serve as an organ or tissue donor.

Some people may have incorrect ideas about the donor program. As health care professionals, we can help answer your questions about organ and tissue donation so you can make an informed decision.

Thousands of people are awaiting organ and tissue transplants. You have the power to save lives and improve the quality of life of those in need of organ and tissue transplants by becoming a donor.

If you have questions about becoming an organ or tissue donor, please ask your doctor or visit the website of the Center for Organ Recovery and Education (CORE).

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Pain Control

We recognize that pain control is essential to good health care. As a patient you can expect:

  • Information about pain and pain relief measures
  • A concerned staff committed to pain prevention and management
  • A health professional who will respond quickly to your report of pain
  • Your report of pain will be believed
  • State-of-the-art pain management
  • Dedicated pain relief specialists

In turn, we expect that you will:

  • Ask your doctor or nurse what to expect regarding pain and pain management
  • Work with your doctor or nurse to develop a pain management plan
  • Ask for pain relief when pain first begins
  • Help your doctor or 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 medicine

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Palliative Care

Palliative care services are offered for those who are dying, and also those whose death is not known to be close.

The service emphasizes:

  • Relief from pain and other distressing symptoms
  • Integration of physical, psychological, and spiritual aspects of patient care
  • Development of a support system, both to help patients live as actively as possible until death, and to help the family cope during the patient’s illness and in bereavement.

To request palliative care services, ask your doctor or nurse, or call 412-692-4834.

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Patient Relations

Concerns may arise during a hospital stay. Your nurse and the nursing unit director are available to address your concerns and should be your first point of contact.

When other departments are involved, they can reach the appropriate director to resolve the issue.

Patient Relations is available to assist when resolution of an issue cannot be accomplished with the nurse or unit director. The Patient Relations phone number is 412-647-7615.

Billing questions and issues requiring clarification of the billing process are managed by Patient Business Services.

For questions or comments about your bill, call Patient Business Services at
1-800-854-1745.

Concerns may be submitted to:

Pennsylvania Department of Health
Division of Acute and Ambulatory Care
Health and Welfare Building
P.O. Box 90
Harrisburg, PA 17108-0090

The phone number is 1-800-254-5164.

UPMC Presbyterian and UPMC Montefiore are accredited by The Joint Commission. If the patient believes his or her concerns about care or safety have not been addressed by the hospital, the patient may contact The Joint Commission’s Office of Quality Monitoring by phone at 1-800-994-6610, or by email at complaint@jointcomission.org.

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Patient Rights and Responsibilities

At UPMC, service to our patients is our top priority. Please take a moment to review our system-wide Patient Rights and Responsibilities adopted to protect the interests and well-being of our patients.

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Pharmacy

UPMC Presbyterian has two retail pharmacy locations that can serve you or your family member's prescription medicine needs.

Falk Pharmacy

Falk Pharmacy is located on the 2nd floor of the Falk Medical Building and is open from 7:30 a.m. to 5:30 p.m., Monday through Friday.

To contact Falk Pharmacy, please call 412-623-6222.

UPMC Presbyterian Prescription Shop

The UPMC Presbyterian Prescription Shop is located on the 1st floor of UPMC Presbyterian (across from the PNC Bank) and is open from 7 a.m. to 11 p.m., seven days per week and on holidays.

To contact the UPMC Presbyterian Prescription Shop please call 412-864-0900.

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Smoking Policy

To protect our patients, visitors, and staff from the harmful effects of second-hand smoke, smoking is not permitted anywhere on UPMC property. All UPMC hospitals, facilities, and grounds, including parking lots and garages, are smoke free.

UPMC has no designated smoking areas. If you choose to smoke, you cannot do so on the UPMC campus.

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Special Needs Assistance

UPMC hospitals are designed for easy access by patients and visitors with special needs and/or physical challenges. If you have any concerns, please talk with your nurse or the head nurse on the nursing unit.

Special assistance is available if you have impaired hearing or if your first language is not English.

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Spiritual Care

The Office of Spiritual Care provides spiritual support to patients, families, and staff, regardless of faith, tradition, or denomination.

Learn more about services provided by Spiritual Care.

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Telephone and Television

Television and telephone service in patient rooms will not require an activation fee. To obtain an outside telephone line, dial 9 first then enter the telephone number preceded by the area code.

If you have any problems with the phone, please call Patient Relations at
412-647-7615.

If you have impaired hearing, amplified phone receivers and TDD (Telecommunications Device for the Deaf) are available. Please ask your nurse for assistance.

Phones are closed to incoming calls from 10 p.m. to 6 a.m. daily.

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Wireless Internet Access

  • Free wireless Internet – Wi-fi – is available at UPMC hospitals. Patients and visitors can access the Internet from laptops or other computer devices.
  • To access the wireless network, open “Network Connections” on the laptop and connect to Guest Internet Access (GIA).

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Your Valuables

Please leave valuables such as jewelry, large amounts of cash, and sentimental items at home. You will need a small amount of cash for newspapers or other small items during your stay.

The hospital cannot be responsible for the safety of valuables or other personal items. To deposit valuables in a safe deposit box, please call Security.

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For help in finding a doctor or health service that suits your needs, call the UPMC Referral Service at 412-647-UPMC (8762) or 1-800-533-UPMC (8762). Select option 1.

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