Patient Guide
Information for your stay
View our digital Patient Guide at
Sparrow.org/PatientGuide
1
Patient Guide
Food & Nutrition
black &
white
Your healthcare team
by the colors they wear
Patient Care
Technicians/Assistants
royal
blue
EMTs, Paramedics,
Inpatient Lab,
Lift Team, Laboratory
& Phlebotomist
pewter
Registered Nurses
hunter
green
Licensed Practical
Nurses (LPNs)
grape
Surgery
light
blue
Support Operations
Services Techs*
navy
blue
Respiratory, Radiation
& Imaging
wine
Safety Sitters
caribbean
blue
Patient Representatives
& Unit Coordinators
black
polo
Patient Representatives
& Unit Coordinators
dark green
polo
Food & Nutrition
black &
white
Your healthcare team
by the colors they wear
Patient Care
Technicians/Assistants
royal
blue
EMTs, Paramedics,
Inpatient Lab,
Lift Team, Laboratory
& Phlebotomist
pewter
Registered Nurses
hunter
green
Licensed Practical
Nurses (LPNs)
grape
Surgery
light
blue
Support Operations
Services Techs*
navy
blue
Respiratory, Radiation
& Imaging
wine
Safety Sitters
caribbean
blue
Patient Representatives
& Unit Coordinators
black
polo
Patient Representatives
& Unit Coordinators
dark green
polo
*Support Operations Services Techs include: Environmental Services, Patient Transport, Linen, and Equipment Depot
2
Patient Guide
Contents
3 Welcome
4 Notice of Nondiscrimination
6 Phone Directory
7 Our Commitment to Care
8 About Your Stay
9 Meet Our Caregivers
11 Rights & Responsibilities
15 Privacy and Health Information
17 Prevent Hospital Infections
18 MyChart Bedside
3
Patient Guide
Welcome to
E.W. Sparrow Hospital
Thank you for trusting us
At Sparrow, our team of highly skilled physicians, nurses, sta, and other caregivers
are committed to providing you patient-centered, evidence-based care, leading-
edge medicine, and making your overall experience as comfortable as possible.
We compare and benchmark ourselves to the finest hospitals in the U.S. to help
ensure that we are delivering safety, quality, satisfaction, and value.
This patient guide is designed to provide you and your family with important
information about your rights and responsibilities, help familiarize you with our
facility and services, and serve as a handy resource during your stay. If you have any
questions beyond what is covered in this guide, please ask your physician or nurse.
Thank you for choosing Sparrow.
Mission Statement
To improve the health of the people in our communities by providing quality,
compassionate care to everyone, every time.
Our Vision
To be nationally recognized as a leader in quality and patient experience.
Contact Us
1215 E. Michigan Avenue, Lansing, MI 48912
517.364.1000 | Sparrow.org
4
Patient Guide
Notice of Nondiscrimination
Sparrow Health System does not
discriminate against any person on
the basis of race, color, religion, sex,
national origin, age, weight, height,
marital status, sexual orientation,
gender identity and/or expression,
or disability in patient admission,
treatment, or participation in its
programs, services, and activities.
Sparrow provides:
» free support and services to
people who are deaf, hard of
hearing, or have disabilities to
eectively communicate with us,
such as:
» certified American Sign
Language interpreters
» written information in other
formats (large print, audio,
accessible electronic formats,
and other formats)
» free language services to people
whose primary language is not
English, such as:
» qualified interpreters
» information written in other
languages
If you need these services, contact
Interpreter Services at 517.364.2953.
If you believe that E.W. Sparrow
Hospital has failed to provide these
services or discriminated in another
way on the basis of race, color,
religion, sex, national origin, age,
weight, height, marital status, sexual
orientation, or gender identity and/or
expression, you can file a grievance
with: Patient Experience,
1215 E. Michigan Avenue, Lansing, MI
48912, 517.364.3935. You can file a
grievance in person or by mail, fax,
or email. If you need help filing a
grievance, Patient Experience is
available to help you.
You can also file a civil rights
complaint with the U.S.
Department of Health and Human
Services, Oce for Civil Rights,
electronically through the Oce for
Civil Rights Complaint Portal,
available at Ocrportal.hhs.gov/
ocr/smartscreen/main.jsf, or by
mail or email at:
Centralized Case Management
Operations
U.S. Department of Health
and Human Services
200 Independence Avenue SW
Room 509F, HHH Building
Washington, D.C. 20201
Complaint forms are available at
Hhs.gov/ocr/complaints/index.
html.
English
ATTENTION: If you speak a language
other than English, language
assistance services, free of charge, are
available to you. Call 517.364.2953.
5
Patient Guide
4
Notice of Nondiscrimination continued
Spanish
ATENCIÓN: Si habla español, ene
a su disposición servicios gratuitos
de asistencia lingüísca. Llame al
517.364.2953.
Arabic
Chinese
注意：如果您使用繁體中文，您
可以免費獲得語言援助服務。請
致電 517.364.2953。
Assyrian
517.364.2953
.
Vietnamese
CHÚ Ý: Nếu bạn nói Tiếng Việt, có
các dịch vụ hỗ trợ ngôn ngữ miễn phí
dành cho bạn. Gọi số
Albanian
KUJDES: Nëse flitni shqip, për
ju ka në dispozicion shërbime të
asistencës gjuhësore, pa pagesë.
Telefononi në 517.364.2953.
Korean
주의: 한국어를 사용하시는
경우, 언어 지원 서비스를
무료로 이용하실 수 있습니다.
번으로 전화해
주십시오.
Bengali
517.364.2953
Polish
UWAGA: Jeżeli mówisz po polsku,
możesz skorzystać z bezpłatnej
pomocy językowej. Zadzwoń pod
numer 517.364.2953.
German
Italian
ATTENZIONE: In caso la lingua
parlata sia l’italiano, sono disponibili
servizi di assistenza linguisca
gratui. Chiamare il numero
517.364.2953.
Japanese
注意事項：日本語を話される場
合、無料の言語支援をご利用いた
だけます。 まで、
お電話にてご連絡ください。
Russian
ВНИМАНИЕ: Если вы говорите на
русском языке, то вам доступны
бесплатные услуги перевода.
Звоните 517.364.2953.
Serbo-Croatian
OBAVJEŠTENJE: Ako govorite
srpsko-hrvatski, usluge jezičke
pomoći dostupne su vam besplatno.
Nazovite 517.364.2953.
Tagalog – Filipino
PAUNAWA: Kung nagsasalita ka
ng Tagalog, maaari kang gumamit
ng mga serbisyo ng tulong sa wika
nang walang bayad. Tumawag sa
517.364.2953.
4
Notice of Nondiscrimination continued
Spanish
ATENCIÓN: Si habla español, ene
a su disposición servicios gratuitos
de asistencia lingüísca. Llame al
517.364.2953.
Arabic
Chinese
注意：如果您使用繁體中文，您
可以免費獲得語言援助服務。請
致電 517.364.2953。
Assyrian
517.364.2953
.
Vietnamese
CHÚ Ý: Nếu bạn nói Tiếng Việt, có
các dịch vụ hỗ trợ ngôn ngữ miễn phí
dành cho bạn. Gọi số
Albanian
KUJDES: Nëse flitni shqip, për
ju ka në dispozicion shërbime të
asistencës gjuhësore, pa pagesë.
Telefononi në 517.364.2953.
Korean
주의: 한국어를 사용하시는
경우, 언어 지원 서비스를
무료로 이용하실 수 있습니다.
번으로 전화해
주십시오.
Bengali
517.364.2953
Polish
UWAGA: Jeżeli mówisz po polsku,
możesz skorzystać z bezpłatnej
pomocy językowej. Zadzwoń pod
numer 517.364.2953.
German
Italian
ATTENZIONE: In caso la lingua
parlata sia l’italiano, sono disponibili
servizi di assistenza linguisca
gratui. Chiamare il numero
517.364.2953.
Japanese
注意事項：日本語を話される場
合、無料の言語支援をご利用いた
だけます。 まで、
お電話にてご連絡ください。
Russian
ВНИМАНИЕ: Если вы говорите на
русском языке, то вам доступны
бесплатные услуги перевода.
Звоните 517.364.2953.
Serbo-Croatian
OBAVJEŠTENJE: Ako govorite
srpsko-hrvatski, usluge jezičke
pomoći dostupne su vam besplatno.
Nazovite 517.364.2953.
Tagalog – Filipino
PAUNAWA: Kung nagsasalita ka
ng Tagalog, maaari kang gumamit
ng mga serbisyo ng tulong sa wika
nang walang bayad. Tumawag sa
517.364.2953.
6
Patient Guide
Phone Directory
Key Numbers
E.W. Sparrow Hospital
(Main Campus)
517.364.1000
E.W. Sparrow Hospital at the
St. Lawrence Campus
517.364.7180
Food & Nutrition 517.364.2460
Gift Shop 517.364.3028
Patient Experience 517.364.3935
Patient Financial Services 517.364.7999
Calling from inside the hospital? Dial the LAST FIVE DIGITS only.
Learn More
For more information on the resources available at E.W. Sparrow Hospital,
visit Sparrow.org.
Other Hospital Services
Admitting 517.364.2353 Medical Records 517.364.2276
Central
Scheduling
517.364.3659 Medical Supply 517.364.2115
Emergency
Department
517.364.4140
Outpatient
Rehabilitation
517.364.5252
Herbert-Herman
Cancer Center
517.364.9400 Pharmacy 517.364.2405
Home Care 517.364.8600
Professional
Building
517.364.5580
Hospice 517.364.7217 Public Safety 517.364.2000
Imaging 517.364.2300
Thoracic
Cardiovascular
Institute (TCI)
517.364.9650
Laboratory 517.364.7800
7
Patient Guide
During Your Stay
Please speak with your nurse or
nursing supervisor if you have any
questions or concerns about your
care. If your issue is still not resolved,
then contact Patient Experience at
517.364.3935 or, if dialing from within
Sparrow, call 43935. If your concern
is not resolved to your satisfaction by
Sparrow, you also have the right to file
a complaint with any of the following
organizations:
» Michigan Department of
Community Health – Bureau of
Community and Health Systems
P.O. Box 30664
Lansing, MI 48909
Phone: 800.882.6006
Email: BCHS-Complaints@
Michigan.gov
» The Joint Commission (TJC) –
Oce of Quality and Patient
Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Website: Jointcommission.org,
then click “Report a Safety
Concern”
» For patients with Medicare:
Livanta LLC, BFCC-QIO
10820 Guilford Road, Suite 202
Annapolis Junction, MD 20701-
1105
Phone: 888.524.9900
Want to Know How
We Score?
You can review and compare the
quality, care, and safety ratings for
dierent hospitals at:
» Medicare – Care Compare,
which uses HCAHPS results and
other data: Medicare.gov/care-
compare
You also can find information on
hospitals through these accrediting
organizations:
» Healthcare Facilities Accreditation
Program (HFAP): Hfap.org
» DNV GL Healthcare:
Dnvglhealthcare.com/hospitals
» The Joint Commission:
Qualitycheck.org
Our Commitment to Care
8
Patient Guide
ATM
E.W. Sparrow Hospital:
PNC Bank ATM by the south elevators
on the first floor.
MSUFCU ATM outside the branch
oce—located on the third floor of
the Sparrow Professional Building just
over the Michigan Avenue Skywalk.
MSUFCU ATM in the lobby near the
gift shop.
Bedside Report
At Sparrow, we use bedside reporting
to keep you better informed about
your plan of care, medications,
tests, and progress while you are
here. Bedside reports occur at
each change of shift to ensure the
exchange of important information
and to introduce you to your new
nurse. Because your participation
is important in your plan of care,
the nurses will wake you for this if
necessary.
Cafés
Starbucks, located in the lobby at
E.W. Sparrow Hospital, oers hot and
cold brews, a full food menu, and
retail items. Open weekdays from 5:30
a.m. to 11 p.m., and weekends from
5:30 a.m. to 9 p.m.
The Great Lakes Café, a self-service
convenience store located on the St.
Lawrence Campus, is available 24/7,
oering a variety of sandwiches,
salads, snacks, and beverages.
Gathering Place Café at Sparrow,
located just o the lobby on the
first floor at E.W. Sparrow Hospital,
is a modern, upscale dining area
that oers fresh, healthy, and local
quality cuisine with a variety of
stations, made-to-order items, and
grab-and-go food. Mixed seating
with a wall of glass and a bright open
view along Michigan Avenue oers
a place to relax and recharge. Open
5:30 a.m. to 2:30 a.m. Room service
meal vouchers can be purchased in
the Gathering Place Café at Sparrow.
Vouchers allow visitors to order food
from our room service menu and dine
in the company of their loved ones.
Condition Help
You or your loved ones can call a
Condition Help team to respond if
your condition suddenly changes.
Dial 123 from any Sparrow phone to
request this special service. Ask a
caregiver to learn more.
Flowers
Flowers are delivered to patient
rooms by individual florists. Please
note that latex balloons are not
allowed in the hospital. Live plants
and flowers are not allowed in
Intensive Care units or rooms with
oncology patients.
Gift Shop
The Sparrow Gift Shop is located on
the first floor in the main lobby. Call
517.364.1000 for current gift shop
hours.
About Your Stay
9
Patient Guide
Interpreter Services
You have the right to hear your
medical information in your preferred
language, including American Sign
Language (ASL). Sparrow oers
interpreter services by phone, by video
remote interpreting, or in person,
when available. All services are free
of charge. Please inform your nurse
or caregiver of your needs. If you
have questions or concerns about
interpreter services, please contact
Interpreter Services at 517.364.2953.
Parking at E.W. Sparrow
Hospital – Michigan Avenue
Campus
When visiting patients in the hospital,
please use Ramp A, located on the
corner of Michigan and Pennsylvania
avenues. Parking fees are collected
as you exit the ramp. The automated
machines accept cash, credit, debit,
and validated slips. Ramp Fees:
First two hours free, then $1 every
30 minutes, $10 per visit max. $10
charge for lost tickets. Emergency
Department—no charge for patients
with a parking validation slip.
Pastoral Care
Our chaplains are trained to provide
emotional and spiritual support to
people from any or no faith tradition.
Board-certified sta chaplains are
on-site weekdays, 8 a.m. to 5 p.m., and
an on-call chaplain can be paged 24/7
for urgent needs. Patients listed as
Catholic are oered Communion when
diet, health, and volunteer availability
permit. Chaplains can help arrange
other sacraments or rituals. Simply ask
your nurse to request pastoral care
or call 517.364.2707. The interfaith
chapel is on the lower level and usually
open at all times. Contact the visitor
check-in for directions.
Parking at
St. Lawrence Campus
Hospice, Outpatient Surgery, Sleep
Center, and Wound Clinic—Use lot
next to Westmoreland Avenue.
Inpatient Behavioral Health—Use lot
on Oakland Avenue.
Patient Meals
E.W. Sparrow Hospital inpatients
order meals through room service
from a menu provided by Food and
Nutrition Services. To order, dial
4.FOOD (43663) from 7 a.m. to 7
p.m. to make your selections. See p. 8
for visitor dining choices.
Restrooms
For everyone’s health and safety,
we ask visitors not to use patient
restrooms. Restrooms are located
throughout the hospital. Many
women’s and men’s bathrooms oer
baby-changing stations. Ask hospital
sta to direct you to the nearest one.
Smoking
Sparrow has a nicotine-free policy,
and smoking is prohibited anywhere
on Sparrow property, including the
use of e-cigarettes. This is one of
the numerous eorts Sparrow has
undertaken to promote the health
and wellness of our caregivers and
to help Mid- Michigan residents lead
healthier lives.
Telephone
All patient rooms have phones.
To place a call within the hospital,
dial the last five digits. To call local,
dial 9 plus the number. To call long
distance, dial 0 for the operator.
10
Patient Guide
11 Channel Guide 32 Fox News 52 AMC
13 ABC 33 CNN 53 Animal Planet
14 NBC 34 HLN 54 BBC America
15 PBS 35 MSNBC 55 BET
16 The CW 36 CNBC 56 Bloomberg HD
17 ION Television 37 The Weather Channel 57 Bravo
18 FOX 38 USA 58 Cartoon Network
19 LMN 39 TNT 59 Comedy Central
20 CBS 40 TBS 60 C-SPAN
21 WGN 41 A&E 61 E!
22 FSN Detroit 42 HGTV 63 Fox Business
23 FSN Detroit Plus 43 Food Network 64 Hallmark
24 FS1 44 Lifetime 65 History
25 FXX 45 MTV 66 National Geographic
26 BTN 46 TLC 67 Universal Kids
27 NFL Network 47 Disney Channel 68 Syfy
28 NBC Sports 48 Nickelodeon 69 VH1
29 ESPN 49 Freeform 70 WE tv
30 ESPN2 50 Discovery Channel 100 Relaxation Channel
31 Golf Channel 51 FX 101 Sparrow TV
TV Channels
TV
Each patient room has a television.
Please be considerate of others by
keeping the volume down or asking
your caregiver for TV headphones, and
turning o your TV at bedtime. TVs
are controlled by the bedside pillow
speaker or side rail controls. Closed
captioning is available for the hearing
impaired. Ask a caregiver if you have
any questions on using your TV. See
below for a channel listings.
Visitor Information
The health and safety of our patients,
caregivers, and visitors is our top
priority. To help prevent the spread of
infectious diseases, Sparrow has strict
visitor guidelines and policies. These
policies are subject to change. Please
visit Sparrow.org/VisitorPolicy
or call 517.364.1000 for current
visitation hours and policies.
SparrowTV Channel
Watch Channel 101 for the latest at
Sparrow, including information about
innovative medical treatments, tips
for healthy living, and profiles of our
incredible caregivers. The channel
also provides details on our events
and promotions. Watch SparrowTV
for everything happening at Sparrow
and how it aects the Mid-Michigan
region.
11
Patient Guide
Doctors are licensed physicians
who passed boards after graduating
from medical school. They generally
wear long white coats. Their name
badge denotes M.D. or D.O.
Attending Physicians are senior
physicians in charge of your care and
who coordinate the plan of treatment.
Consulting Physicians are specialists
who are brought in by your attending
physician. Their role is to provide an
assessment of your condition and oer
suggestions about your care.
Hospitalist Physicians are board-
certified specialists in Internal
Medicine or Family Medicine. They are
physicians who specialize in the care
of hospitalized patients, and may be
an attending physician or a consulting
physician. Your care is coordinated
and expedited by their knowledge of
available resources.
Fellow Physicians are physicians who
have completed residency and passed
boards. They are focusing on more
advanced training in a defined medical
specialty.
Resident Physicians are physicians
who have passed boards upon
completing medical school and are
licensed to practice as physicians.
Residents become increasingly
independent as they move through
their residency (usually three-eight
years in duration depending on the
specialty). All residents ultimately
practice under the supervision of an
attending physician, but the attending
need not be present for orders to be
initiated and/or decisions made.
Primary Care Physicians (PCPs)
generally see you only as an
outpatient in their oce. They
oversee and coordinate your
healthcare and lifestyle choices, and
strive to maximize your well-being.
Your hospital medical records will be
shared with your PCP.
Physician Assistants (PA-Cs) are
healthcare providers educated and
board certified to assist physicians.
They must practice in aliation with
an overseeing physician, but they
may write orders and contribute to
your plan of care.
Nurse Practitioners (NP-Cs) are
Registered Nurses (RNs) who have
decided to pursue advanced specialty
education. NPs have taken boards
to be independent decision-makers
about an aspect of a patient’s health.
They must practice in aliation with
an overseeing physician, but they
may write orders and contribute to
your plan of care.
Medical Students are enrolled in
medical school and see patients to
develop skills in communication and
assessment. They do not make any
independent decisions about your
care. You can identify them by their
short white coats and student badges.
Meet Our Caregivers
12
Patient Guide
We recognize that all patients have
basic rights, and we are committed to
honoring these rights to ensure each
patient is treated with dignity, respect,
and compassion. Likewise, Sparrow
has a right to expect reasonable and
responsible behavior from patients,
their relatives, and friends.
Your Rights as a Patient
at Sparrow
Access to Respectful Care
You have the right to access fair
treatment in a safe setting, regardless
of age, race, creed, sex, gender
identity, sexual orientation, marital
status, national origin, cultural or
spiritual values, disability, or source of
payment. Accommodations, such as
those pertaining to service animals,
will be honored as outlined by the
ADA.
Communication
You have the right to hear or see
information in a way that you can
understand, and to receive quick and
reasonable responses to questions
and requests. Translation and
interpretation services are provided
free of charge.
Privacy and Confidentiality
You have the right, within the law, to
personal and informational privacy in
treatment and in caring for your needs
with recognition of personal dignity,
diversity, and religious and other
spiritual preferences.
You have the right to expect that
any discussion involving your care
will be conducted discreetly and that
individuals not directly involved in
your care will not be present without
permission.
Pain Management
You have the right to appropriate
assessment and management of pain
by sta committed to pain prevention
and management.
Information and Education
You have the right to obtain complete
and current information about your
diagnosis (to the degree known),
treatment, alternatives, risks, and any
known prognosis.
Consent and Participation
in Care
You have the right to reasonable,
informed participation in decisions
involving your healthcare. Likewise,
you have the right to refuse
treatment or withhold informed
consent. You have the right to
request treatment. However, your
right to make decisions about
healthcare does not mean you
can demand treatment or services
that are medically inappropriate or
unnecessary.
Advance Directives
You have a right to ensure that your
wishes, in written or oral form, are
carried out. When your advance
directives are presented in a valid
format, Sparrow will honor your
wishes and retain them in your
current medical record.
Surrogate Decision Maker
A legal representative” (e.g.,
“Agent,” “Attorney in fact,” “Proxy,”
“Substitute decision maker,”
Rights & Responsibilities
13
Patient Guide
“Surrogate decision-maker”) is a
person designated and authorized by
an advance directive or State law to
make a treatment decision for another
person in the event the other person
becomes unable to make necessary
health care decisions. “Treatment”
refers to interventions provided to
maintain or restore health and well-
being, improve functional level, or
relieve symptoms.
Medical Records
You have the right to confidentiality,
privacy, and security of your records,
both personal and medical. You have a
variety of other rights related to your
medical records that are explained in
the Sparrow Health System Notice of
Privacy Practices, which can be found
at Sparrow. org/Sparrow-Notice-
Privacy-Policies, or by contacting
the Sparrow Health System, Privacy
Department, P.O. Box 30480, 1215
E. Michigan Avenue, Lansing, MI
48909.
Concerns About Billing
You have the right to details about
all items on your bill. Upon request,
information concerning financial help
will be given to you. If you have a
question about billing or insurance,
call 517.364.7999.
Your Responsibilities as
a Patient
Respect and Consideration
You are responsible for being
considerate of the rights of other
patients and healthcare sta. This
includes not smoking and controlling
noise and visitors. Caregivers and
patients have an expectation of
privacy that must be honored. Video
recording, voice recording, and
photographing others are strictly
limited. You understand that any
abusive or disrespectful behavior
could result in your dismissal from
care.
Safety
You play a vital role in making your
care safe by working with your
physician, nurse, and other care
providers to make decisions about
your medicines, if any, and your care
in terms you can understand.
Compliance
You are responsible for following the
treatment plan recommended by the
physician primarily responsible for
your care.
Pain Management
You are responsible for working with
the physician and nurse to develop a
pain management plan and telling the
physician or nurse if and when pain is
not relieved.
Providing Information
As a patient, you are an integral
part of your healthcare team
and, therefore, are responsible
for providing, to the best of
your knowledge, accurate and
complete information about
present complaints, past illnesses,
hospitalizations, medications,
allergies, and other matters relating
to your health, and reporting
unexpected changes in your condition
to the responsible practitioner.
Advance Directives
You are responsible for informing E.W.
Sparrow Hospital and your healthcare
providers if you create, modify, or
revoke an advance directive.
Ethics Committee
Ethical challenges can arise in the
course of caring for sick patients
14
Patient Guide
in a modern hospital. An Ethics
Consultation is available to assist
when these challenges arise to provide
recommendations and/ or facilitate
meetings in order to openly discuss
challenges in a helpful manner.
Charges
You are responsible for ensuring
that your financial obligations for
healthcare received are fulfilled as
promptly as possible.
Cares Act
Health insurance is on the minds of
uninsured individuals and families
across the country, but most do not
know about the new health coverage
options made available by the federal
patient Protection and Aordable
Care Act.
4 Facts That Can Help
Beginning in October 2013, there is
a new way to find a quality health
insurance plan that fits your needs and
your budget through the new Health
Insurance Marketplace.
1. All plans must cover the care
you need, including doctor visits,
hospital stays, preventative care,
prescriptions, and more.
2. Low-cost and free plans are
available, and financial help is
oered based on how much money
you make.
Refusing Treatment
You are responsible for your actions if
you refuse treatment or do not follow
the healthcare team’s instructions.
Personal Property
Sparrow Hospital is not responsible
for cash, valuables, and personal
items you bring to the hospital.
Concerns?
If you have concerns about the care you or your loved one is receiving,
please speak with your physician or nursing supervisor. If you feel that
your issue isn’t resolved, contact Patient Experience at 517.364.3935 or
PatientExperience@Sparrow.org. If dialing from within Sparrow, call
43935.
3. No one can be denied coverage
because they have a pre-existing
condition.
4. There is no sales pitch or
fine print, just side-by-side
comparisons of each plan.
Be prepared and empowered to take
the next step…
You can talk to an expert- by phone,
online, or in person - who will help
you choose a plan that is right
for you. Go to Healthcare.gov or
call 1.800.318.2596 to get more
information and enroll today.
15
Patient Guide
The Health Insurance Portability
and Accountability Act (HIPAA), as
amended by HITECH, is a law enacted
by the federal government with three
parts that address the privacy, security
and the use and disclosure of health
information.
Privacy Rules apply to the protection
of a patient’s health information. The
HIPAA Privacy Rules, and stricter
Michigan law dictate how and when
protected health information (PHI)
can be used or disclosed; whether
written, verbal or electronic.
What rights do you have over your
health Information?
It is the responsibility of every
Sparrow caregiver, physician,
volunteer, and contractor or vendor
to adhere to regulations, policies/
procedures, and patient rights for
privacy including:
» Right to confidential
communication
» Right to receive a Notice of Privacy
Practices to help understand how
their PHI is used throughout the
health system
» Right to access or receive a copy of
their medical records
» Right to request restrictions to
how PHI is used
» Right to request changes
(amendments to their records)
These guidelines and Patient Rights
are outlined in the Sparrow Notice of
Privacy Practices.
Protecting Our Patients
What is our policy?
Sparrow has established policies to
safeguard the privacy of our patients’
information.
Sparrow caregivers may use or
disclose PHI for treatment, payment
and healthcare operations or as
required by law, and “Minimum
Necessary” standards outlined in
the Privacy Rule. Disclosure of PHI
for other reasons requires patient
authorization or a court order.
Privacy of Patient Information
Right to Complain
If you believe your rights are being denied or your health information isn’t
being protected, you can file a complaint with health insurer, Sparrow’s
Privacy Department by calling 517.364.2161 or the U.S. government at
Ocrportal.hhs.gov/ocr/smartscreen/main.jsf.
16
Patient Guide
Patients play an important role in
infection prevention. As a patient in
a healthcare setting, you are at risk
of giving and/or getting an infection
while being treated for something
else. There are ways you can get
involved to protect yourself and
others. Most importantly, practice
hand hygiene because it is one of the
most eective ways to prevent the
spread of infection. Key moments for
hand hygiene include before touching
food, your eyes, nose, or mouth and
after using the restroom, blowing your
nose, coughing or sneezing. To prevent
the spread of respiratory infections,
practice respiratory hygiene/
cough etiquette by covering your
mouth and nose with a tissue when
coughing or sneezing. Also, be aware
of healthcare-associated infections,
such as blood, surgical site, urinary
tract, Clostridioides dicile or multi-
drug resistant infections. To protect
yourself from germs that can cause
these infections, keep your hands
clean by regularly washing them,
take antibiotics exactly as prescribed,
get vaccinated, and allow healthcare
workers to maintain the cleanliness
of you and your room.
Prevent Hospital Infections
17
Patient Guide
A hospital stay can be hard on you
and your family. To help, Sparrow is
providing a tablet, free of charge,
for you to use during your stay. It is
equipped with MyChart Bedside, an
application (app) you can use to:
» learn more about your care team
(caregivers)
» view medications, lab results, vital
signs, and daily schedule
» review educational materials about
your condition and care
» make non-urgent requests for
chaplain visits, food menus,
blankets, etc.
» sign up for MyChart, which is
similar to MyChart Bedside and
available on-the-go
Continue to use your nurse call button
for urgent requests, including if you
are in pain/discomfort or need to use
the restroom.
After your stay, we have resources
available to you. Visit Sparrow.
org/patient-resources for more
information.
Get Started
» Caregivers will help walk you
through logging on and using the
app.
» You will need to create a PIN using
at least four digits. No letters or
characters.
» The app is always active when the
tablet is powered on. There is no
need to open or close it.
» Your tablet can only access
MyChart Bedside. It does not have
internet access.
Have questions? Please ask your
nurse.
MyChart Bedside
Sparrow Foundation: Partners in Care
Sparrow’s mission has remained the same for more than a century—
every patient, every time, regardless of ability to pay, will receive quality,
compassionate care. Philanthropy has been deeply rooted in Sparrow’s values
since we first opened our doors so many years ago. We are proud of our
commitment to this community and, with your help, will continue to improve
the quality of care provided for all.
When you make a gift to the Sparrow Foundation, you are impacting the
health of men, women, and children in our community. Your support ensures
that Sparrow has the facilities, technology, resources, and skilled caregivers
to meet the needs of our region each and every day. Please consider how you
can be a partner in health. Get involved with the Sparrow Foundation today!
Visit Sparrow.org/Foundation to learn more.
18
Patient Guide
Stay up to date with our latest
information on COVID-19, flu, and
vaccinations.
» Sparrow.org/Flu
» Sparrow.org/CovidCare
» Sparrow.org/Vaccine
What if you get sick or hurt
when your doctor’s oce is
closed?
Sparrow Walk-In Care locations are
places where you can go for things like
cold and flu, rashes, minor burns, and
minor infections. Most are open seven
days a week and have very little wait
time. Note that X-ray services are not
available at Walk-In Care locations.
Emergency & Immediate Care Locations
Check-in online at Urgent Care and Walk-In Care!
My Sparrow On-Demand Video Visits Sparrow.org/VideoVisit
Sparrow Urgent Care Locations Sparrow.org/UrgentCare
Sparrow Walk-In Care Locations Sparrow.org/WalkIn
Now available seven days a week | 24 hours a day
Charlotte
616 Meijer Drive
517.541.5935
Monday-Friday | 8 a.m. to 8 p.m.
Saturday & Sunday | 8 a.m. to 4 p.m.
Closed most major holidays
E.W. Sparrow Hospital -
Main Campus
1215 E. Michigan Ave., Lansing
517.364.1000
East Lansing
2682 E. Grand River Ave.
517.333.6562
Grand Ledge
1015 Charlevoix Drive
517.627.0100
Mason
800 E. Columbia St.
517.244.8900
Michigan Ave.
1120 E. Michigan Ave., Lansing
517.364.9790
Sparrow Carson Hospital
406 E. Elm St., Carson City
989.584.3131
Sparrow Clinton Hospital
805 S. Oakland St., St. Johns
989.227.3400
Sparrow Eaton Hospital
321 E. Harris St., Charlotte
517.543.1050
Sparrow Ionia Hospital
3565 S. State Road (M-66), Ionia
616.523.1400
Please check appropriate website pages for updated hours of operation.
Carson City
102 S. Third St., Ste 100
989.584.0201
Monday-Friday | 9 a.m. to 5 p.m.
Closed most major holidays.
Ionia
550 E. Washington St.
616.523.1644
Monday-Friday | 7:30 a.m. to 7 p.m.
Saturday | 8 a.m. to 3:30 p.m.
Closed most major holidays.
Lansing
716 N. Clippert St.
517.253.4000
Monday-Friday | 8 a.m. to 8 p.m.
Saturday & Sundays | 9 a.m. to 6 p.m.
Closed 2-2:30 p.m. for lunch
Closed most major holidays.
Seven days a week | 8 a.m. to 8 p.m.
Sparrow Emergency Department Locations Sparrow.org/Emergency
Urgent Care centers are another
choice. They can treat problems that
are more serious. Most are open
seven days a week from 8 a.m. to 8
p.m.
Finally, when you need access to a
Sparrow provider on your schedule
and on your terms, you have access
to MySparrow On-Demand Video
Visits through a smartphone, tablet,
or computer, now available seven
days a week, 24 hours a day.
Emergency Departments (ED)
– Open 24 hours a day, seven
days a week, 365 days a year. If
you are having a life-threatening
emergency, please call 911 or go to
your nearest ED.
Sparrow complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex.
ATTENTION: If you speak a language other than English, language assistance services are free of charge and available to you. Call 1. 5 17. 3 64 . 29 53.
ATENCIÓN: Si habla un idioma distinto del inglés, hay servicios gratuitos de asistencia con el idioma, disponibles para usted. Llame al 1. 517. 36 4. 295 3 .
انتبه: إن كنت تتحدث لغة بخلاف الانجليزية، فإن خدمات المساعدة اللغوية مجانية ومتاحة لك. اتصل برقم 2 95 3.36 4. 51 7.1.
Sparrow.org
