Patient Information

 

Patient Information

• Rights
• Responsibilities
• Confidentiality of Information
• Caregivers
• Admission
• Finances
• For Your Safety and Comfort
• Smoking Policy
• At Your Service
• Playroom Services for Pediatric Patients
• Social Services
• Going Home
• Bargain Box
• Donations
• Grateful Patient Fund
• Organ Donation
• Gratuities
• Medical Records
• Virtual Tours
• Patient Affairs Office
• Hospital Telephone Directory

Rights
You have the right to:

• be treated in a respectful and compassionate manner.
• receive safe and equitable care, irrespective of your financial or social status.
• be listened to and to receive a response to your inquires in a prompt manner.
• choose your physician and request a second opinion from another.
• know the name and specialty of your physician, nurse, and other health care professionals responsible for your care.
• accept or refuse treatment in accordance with the Lebanese law.
• know about your illness and treatments. Your physician will explain to you the potential benefits and risks of your treatments and other alternatives.
• participate or refuse to participate in a clinical trial or research study.
• total confidentiality concerning your medical record, and you have the right to request a copy of your discharge summary to be sent to another hospital or physician.
• receive your care in a private and confidential manner.
• ask your physician and/or nurse about the results of your tests and procedures.
• have your pain properly assessed and adequately controlled.
• ask for an interpreter for the explanation of your plan of care if you have a language barrier or a hearing problem.
• ask for further clarification about your care.
• be informed about voluntary organ and tissue donation.
• voice your wishes and preferences to withhold resuscitative services.
• leave the hospital against medical advice to the extent permitted by law.
• receive discharge instructions about your treatment plan at home, including the medications that you will take and activities that you will do.
• report concerns about your care to your physician, nurse, or other health care providers. If you have an issue that you cannot solve with your doctor, nurse, or other caregiver, you can call your Patient Advocate on +961-3-956856, +961-70-628728, or +961-1-350000 ext: 6010.

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Responsibilities
You have the responsibility to:

• inform your physician and/or nurse about your medical/surgical history, including current medications and how often you take them.
• inform your physician and/or nurse if you have any allergies to any medication or food or if you have had any previous allergic reactions.
• inform your physician and/or nurse about any immediate unexpected change in your health care.
• make sure you understand very well and agree with your surgeon on exactly what will be done to you during surgery.
• be considerate of the rights of other patients and hospital personnel.
• support our efforts in the control of noise and the number of visitors.
• help us maintain a safe and clean environment.
• follow hospital rules and regulations affecting patient care and conduct.
• abide by and support the Medical Center’s “No Smoking” policy.
• accept the consequences of your actions if you refuse treatment or do not follow your physician’s plan of care.
• settle all the financial payments of your medical care exclusively through the Medical Center Financial Office (cashier).

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Confidentiality of Information

• Your medical information is confidential and protected. Access to it is on a "need-to-know" basis, and it is tracked on a regular basis.
• You may be requested to grant permission to a third-party insurance to have access to your medical information, if applicable.

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Caregivers
The medical staff at AUBMC consists of specialists, all of whom are members of the Faculty of Medicine. High medical standards are maintained through regular reviews of quality assurance protocols.

There are about 300 highly qualified physicians, 973 nursing staff, and over 1,000 employees who are intent on providing you with top quality health care and maximum comfort.

The care you receive is planned according to your specific needs and according to your doctor’s orders. Each patient remains under the direct responsibility of her/his doctor throughout her/his stay. The attending physician prescribes the treatment for the patient and establishes the plan to be followed by the doctors and paramedical staff.

In each treatment care unit, a nurse manager and a team of nurses are continuously present to check on your condition. Our nurses are qualified professionals who are caring and skilled in making the hospital more pleasant and comfortable. Each day, they answer the challenge of delivering exceptional nursing care with the highest degree of professional experience and dedication. If you have questions, you may address them to the nurse manager who is available on each unit.

Other professionals with different skills work together with the nursing staff to provide you with the supportive care you need.

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Admission
Only physicians with admitting privileges are allowed to hospitalize a patient in AUBMC. If your doctor is not a member of the AUBMC active medical staff, s/he may be able to refer you to one of her/his colleagues who is. Once it has been decided that you need hospitalization, your doctor will complete an admission request form for you to take to the Admitting Office (main floor – room 123) to process the admission. In the event of an unexpected extension of the stay of another patient, which occurs on occasion, admissions are sometimes delayed. If this delays your admission to the hospital, we appreciate your understanding of these medical priorities.

At AUBMC, there are four admitting offices:

• Main Admitting Office
  Main floor – room 123, for private patients, open from 8:00 am till 5:00 pm Monday through Friday and from 8:00 am till 4:00 pm on Saturdays and Sundays
  
  
• Pre-Admission Unit (PAU)
  For private surgery patients, open from 7:00 am till 3:30 pm Monday through Friday
  
  
• Emergency Unit Admitting Office
  Main floor facing main entrance, for emergency cases, open 24 hours seven days a week
  
  
• Outpatient Department (OPD) Admitting Office
  Main floor facing main entrance, for OPD patients, open from 7:00 am till 3:30 pm Monday through Friday

For all admissions, the documents below must be secured:

• Personal ID card
• Admission Request form completed by the admitting physician

For patients who are not self-payers, in addition to the above, the following documents must be secured:

• Identification card from the third-party payer
• Authorization form from the third-party payer to confirm the financial coverage

Elective Admissions
Your doctor will indicate from the following three routes the one applicable in your case:

• Regular Admission
  Patients shall report to the Reservation Office at least 24 hours prior to their admission date.
  
  
• Pre-Admission Unit (PAU)
  For some elective surgical cases, patients have to pass by the PAU three to ten days prior to their scheduled operation for assessment. On the day of their surgery, patients go to the PAU, and from there, they go to the Operating Room. After the operation, patients stay in the Recovery Room until they are transferred to a hospital bed in a nursing unit.
  
  
• One-day Surgery
  For one-day surgeries or outside cases, patients will have their operation and be discharged on the same day. Such cases do not require admission to a hospital bed and thus, no bed reservation; however, admission papers should be processed in the Admitting Office at least 24 hours prior to the day of the operation.

Emergency Admissions
The Emergency Unit is ready to take care of patients without delay. Doctors and nursing staff are present all day and night. When a patient arrives at the Emergency Unit, s/he is medically assessed and treated, accordingly. If admission to the hospital is needed, the patient's relatives are referred to the Admitting Office with an Admission Request form completed by the admitting physician in order to complete the admission procedure.

If you are not covered by any hospitalization insurance, or if you have a policy that partially pays the cost of your hospitalization, the admitting officer may ask you to pay up to the estimated cost of your hospitalization at the Cashier’s Office.

All patients will be asked to sign a Medical and Surgical Authorization form and an acknowledgement on the Admission Request form at the Admitting Office.

Non self-paying patients sign an authorization to review the medical records. This is to allow the doctor representing the third-party payer to review the medical records.

An identification bracelet is given to you at the Admitting Office. You must wear it all the times for proper identification.

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Finances
Every patient should keep the receipt of all payments made. An authorization from the third-party payer should be approved. The authorization is secondary to a medical report from a physician at AUBMC.

• Self-Paying
  If you are a self-paying patient, the estimated cost of your stay at AUBMC is deposited at the time of admission. Any overpayment will be refunded to you. A weekly bill is distributed, and you are expected to settle it, accordingly. Bills are payable either in cash, certified or personal check, credit card, or wire transfer.
  
  Every patient should keep the receipt of all payments made because the receipt is issued only once. A detailed bill is issued only once to the self-paying patient or her/his designate after the settlement of the account and at the time of discharge. The Billing and Collection Officers are ready to answer any question concerning your hospitalization fees.
  
  
• Insurance Companies/Third Parties
   
  • For Elective Admissions
    Prior to admission, a written approval is secured from the patient’s third-party payer specifying the ceiling for coverage and the class to which the patient is to be admitted.
    
    
  • For Emergency Admissions
    Patients are admitted upon presenting their guarantor card or upon verbal approval from their third-party payers. A coverage letter from the guarantor is secured the following day.
     
• Ministry of Public Health (MOPH)
   
  • Elective Admissions
    An authorization should be secured prior to admission day from the MOPH. This authorization should be secondary to a medical report from an attending physician at AUBMC. To get an authorization from the MOPH, the patient should secure the following documents:
     
    • Personal ID
    • A letter stating that the patient does not receive any benefits from the NSSF
    • A hospitalization request form filled out by an AUBMC physician and signed by the MOPH delegated physician at AUBMC
      
      
    Accordingly, the patient will obtain an authorization from the MOPH and secure that to the Patient Access Department.
    
    
  • For Emergency Admissions
    The above steps should be completed by the patient’s designated representative as early as possible.
    
    
• National Social Security Fund (NSSF)
   
  • For Elective Admissions
    An authorization should be secured prior to admission day from the NSSF. This authorization is secondary to a medical report from an attending physician at AUBMC. The patient is expected to report to the NSSF Office at AUBMC, where this request is approved.
    
    
  • For Emergency Admissions
    The patient’s designated representative should report to the Billing Department (main floor - room 147) with a medical report from the patient’s physician, copy of the patient’s ID, and copy of the insured ID to inform the clerk in charge of NSSF admissions about the admission. Later, the patient’s representative should secure an approval from the NSSF coordinator and NSSF medical representative at AUBMC. After that, the patient’s representative should get the final approval from the respective NSSF Office.
     
    
• Internal Security Forces and the Ministry of Defense
  Similar policies are applicable to that of the insurance companies.
  
  
• Health Insurance Plan (HIP)
   
  • For Elective Admissions
    Admission to the hospital under this plan must be recommended by a physician from AUBMC having admissions privileges. After securing the admission request form from the attending physician, HIP clearance authorization should be obtained from the Benefits Coordinator’s Office located at Dale Home ground floor, with the approval of the medical auditor, to find out if the proposed admission is covered by HIP or subject to review in the light of the final diagnosis appearing on the medical record.
    
    
  • For Emergency Admissions
    In case of emergency situations, the Patient Access Office at the Emergency Unit will process the admission of the HIP patient after verifying her/his coverage. HIP clearance authorization will be issued by the Benefits Coordinator’s Office on the following day.

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For Your Safety and Comfort
AUBMC was a pioneer in becoming a smoke-free institution. If you observe any unsafe behavior or situation, you are encouraged to discuss it with your nurse or physician.

• General Guidelines for the Prevention of Infections
  The Infection Control and Prevention Program at AUBMC continuously strives towards preventing the spread of infectious diseases. Germs that cause contagious diseases can be transmitted from one patient to another or from a patient or visitor to hospital staff and vice versa.
  
  The aim of the guidelines below is to prevent the transmission of these diseases during the patient's or visitor's stay at the hospital.
   
  • Guidelines to Patients
     
    • Personal Hygiene
      It is important to wash and clean hands frequently, especially after using the toilets, touching surfaces, and before eating.
      
      
    • Suggestions for the Prevention of Surgical Wound Infections
      • Maintain hygiene and take a bath before surgery.
      • Keep your body warm before and after surgery.
      • Request a blanket if you feel cold.
      • Avoid using shaving tools before surgery, except after the doctor's approval.
        
        
  • Using Hand Sanitizer when Hands Are Visibly Clean
    • Use a small amount of sanitizer.
    • Rub hands thoroughly for 15 seconds.
    • Make sure to cover all parts of hands, fingers, and fingernails.
      
      
  • Using Soap and Water
    • Wash hands to the wrists with water.
    • Use soap and rub firmly for 30 seconds.
    • Rinse hands thoroughly from soap.
    • Dry hands well with a clean paper towel.
    • Close the water faucet with the paper towel.
      
      
  Preventing the spread of germs is very essential. If you have any questions, please consult with the nurse or doctor. For more information or for specific questions, you can also contact the Infection Control and Prevention Program team at +961-1-350000 ext: 6700/2.
   
• Please Bring with You
  Personal items such as toothbrush, toothpaste, robe, slippers, comb, brushes, shaving utensils, and shampoo.
  
  
• Please Do Not Bring with You
  Electrical appliances: these are not allowed since they interfere with the hospital equipment and are a potential fire or safety hazard. Battery operated items, such as radios with earphones, are permitted.
  
  
• Safety Tips during Hospitalization
  • For your own protection, you are not allowed to go out of the building.
  • Always wear shoes or slippers whenever you are out of bed.
  • Do not lower or try to climb over the side rails of your bed. Use the nurse call button for assistance.
  • Observe all signs posted throughout the Medical Center.
    
    
• Cellular Phones
  Cellular phones are prohibited in critical care areas (Coronary Care Unit, Intensive Care Unit, Emergency Unit, Pediatric Intensive Care Unit, Neonatal Intensive Care Unit, and Delivery Suites) and in rooms where patients are on life support equipment.
  
  
• Noise Reduction
  AUBMC endorses a noise reduction environment and, thus, encourages its patients and visitors to uphold a calm and favorable atmosphere.
  
  
• Medications
  For the protection of our patients, all drugs used in the hospital must be issued by the hospital pharmacy. So, please don’t bring drugs to the hospital, unless instructed to do so by your physician. All medications should be administered by the nursing staff.
  
  If you brought medications with you from home, please notify your nurse. Don’t take your home medications until it is cleared with your nursing staff. Your nurse will try to keep home medications on your home schedule. Other new medications will be given to you on a convenient schedule, as possible.
  
  It is important to inform your doctor and nurse of all medications you are taking, including over-the-counter medicines (like aspirin and cough medicine).
  
  Be sure to let your doctor and nurse know if you have any drug allergies.
  
  Ask what your medicines are for, and allow the nurse to check your ID bracelet each time you are given medication.
  
  
• Food Provided by the Family
  Food should not be brought into the hospital. When all means of satisfaction with the hospital meal service are exhausted, and your clinical condition allows it, you will be provided with guidelines about food safety and the manner of ensuring it.
  
  
• Your Hospital Bed
  Your hospital bed is designed to aid in your treatment and recovery, as well as for your comfort. It can be adjusted (raised or lowered) according to your needs. Please do not get out of bed by yourself unless you have your doctor’s permission. Call your nurse if you need your bedside rails lowered or other assistance.
  
  
• Office of Protection
  Security officers are stationed at every entrance and exit of AUBMC. Officers’ duties include controlling traffic flow, patrolling hospital grounds, and providing directions and other information.
  
  
• Valuables and Personal Belongings
  The Medical Center is not responsible for valuables. Accordingly, it is preferable that you limit your valuables to the bare minimum while you are at the Medical Center. Otherwise, you are advised to keep your valuables at the Medical Center’s safe.
  
  Tips
  • A closet with a lock is found in each patient’s room for personal belongings (e.g. handbags, watches, IDs).
  • Eyeglasses are best kept in a case when you are not wearing them. They should be placed in the top drawer of your bedside table.
  • Dentures are best stored in a cup in the top drawer of your bedside table.
    
    
• Room Transfer
  Due to need, you may be transferred from one room to another or from one floor to another. Such a move may occur because of your medical need, the need to accommodate another patient’s medical needs, or personal request. Such transfers will be handled as efficiently and conveniently as possible. We ask for your understanding and cooperation.
  
  
• Blood Bank: Donate Blood for Your Patient
  The Blood Bank offers the best services to its patients by performing strict blood testing based on internationally accepted standards and state-of-the-art technology and expertise.
  
  The supply of blood is short worldwide, and all countries depend on the generosity of volunteer blood donors. Thus, the Blood Bank Administration urges you to donate blood for your family and friends. In emergency situations, the Blood Bank will provide blood to the critical patients, but it relies greatly on you to replace the blood for the welfare of other patients.
  
  If you are to undergo surgery, you are reminded of the need to review your blood transfusion requirements with your surgeon or the Blood Bank. This is deemed necessary to ensure the availability of the required amount of blood prior to the day of surgery.
  
  For the safety of transfusion, using your own blood is considered the best option. For this reason, AUBMC strongly advocates and offers you the option of autologous blood donation. This involves donating your own blood prior to the surgery date. The collected blood will be stored in the Blood Bank according to established standards and guidelines and will be given to you at the time of surgery, should you need it. If you are unable to donate blood, a friend or a relative may do so on your behalf. All blood donations are accepted free without remuneration to the donor.
  
  For further information and guidance, please call +961-1-350000 ext: 5228/9. The Blood Bank is located on the third floor of the hospital in room 318.

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Smoking Policy
Concerned about the health and well-being of patients, AUBMC was a pioneer in becoming a smoke-free institution on March 1, 1993. We ask you to respect this policy and refrain from smoking anywhere in the Medical Center.

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At Your Service

• Private Duty Nurses
  When there is a need for private nursing, the patient or the physician should tell the nursing unit staff. Arrangements for a private nurse can be accommodated. All private nurses assigned to patients at AUBMC are subject to the hospital’s policies, rules, and regulations.
  
  
• Food Services
  Food at AUBMC is carefully selected and prepared by our Food Services Department. Patients receive their meals based on orders prepared by their physicians. Please let the nursing staff know if you have specific needs regarding your meals so that the Food Services Department can attend to these needs. Patients who require special nutritional care are visited by a dietician.
   
  • Patient Meals
    • Breakfast: 7:15 am to 8:15 am
    • Lunch: 12:15 pm to 1:15 pm
    • Dinner: 5:15 pm to 6:15 pm
      
      
  • Guest Meals
    If your family would like to have a meal by your side, then, a guest tray can be requested from the nurse. It is directly charged on your bill.
     
• Coffee Shop
  A coffee shop run by the Women’s Auxiliary is located in the lobby of the main entrance to the hospital. Everybody is welcome.
  
  
• Telephone Services
  To make local and cellular calls, dial 90 and, then, the telephone number. To make long distance calls, dial zero, and ask the operator to connect you. All telephone calls are directly charged to your bill.
  
  
• Television Services
  TV sets are available in patients’ rooms. Patients and visitors are asked to lower the volume of their TV sets and respect the comfort of others.
  
  
• ATM
  An Automatic Teller Machine (ATM) is available at the entrance of West Wing (Outpatient Department and Private Clinics).
  
  
• Flowers and Balloons
  Flowers are not allowed in restricted areas (Coronary Care Unit, Intensive Care Unit, Cardiac Surgery Unit, Delivery Suite, Transplantation Unit, Children’s Cancer Center of Lebanon, and Emergency Unit).
  
  For the safety of babies and children, balloons are not allowed in any area of the Medical Center.
  
  
• Mail
  If you are expecting mail during your stay, please request friends and relatives to address letters to:
  
  Patients’ Relations Office
  American University of Beirut Medical Center
  PO Box: 11-0236
  Beirut, Lebanon
  
  
• Internet Services
  For internet access in your room, kindly contact +961-1-350000 ext: 6555.
  
  
• Courtesy Service
  Courtesy Officers are the first point of contact with patients, families, and visitors. The role of the Courtesy Officers is to meet, greet, and direct/escort patients and visitors to the different areas of the Medical Center.
  
  Courtesy Officers are located at the entrances of all AUBMC buildings and are available to attend to your queries at the following extensions: (dial +961-1-350000 first if you are using a non-AUBMC telephone)
   
  • AUBMC main building: 6360/1
  • AUBMC Emergency Department building: 6745
  • Building 56: 6366
  • Building 23: 6746
    
    
• Volunteer and Lend a Helping Hand
  The Courtesy Service at AUBMC welcomes volunteers from universities and schools. Volunteer Courtesy Officers are an asset to this service; by volunteering, one demonstrates a great way to help others, make a difference in the community, and at the same time, build a professional experience.
  
  If you are interested in joining or know someone who is, please contact Patient Affairs at +961-1-350000 ext: 6010, or email us at aubmc@aub.edu.lb.
  

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Playroom Services for Pediatric Patients
Follow the road signs to reach the playroom area. Let kids be kids. They will enjoy a large range of different activities that are age-specific: puppet shows, computer games, puzzles, TV, Nintendo, and a video/DVD player. We provide our pediatric patients with a diversity of daily programs, specifically for the children, and coordinate programs with visiting volunteers from different local and international institutions. The playroom schedule includes educational, amusement, and recreational programs:

• video films
• songs for children
• educational sessions about the healthy habits of daily living
• handcrafts
• marionettes
• story telling
• free play
• drawings
• celebrations of different occasions and birthdays

We believe that children need more than medicine to get well.

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Going Home
For your discharge, you may ask the charge nurse to assist you.

Your attending physician alone can determine the day when you are authorized to leave the hospital. At the time of discharge, you have to settle all your accounts. Billing receives electronically the orders for discharge and start generating patients’ bills. The bill is routed to the cashier, who will call you to settle your payment. If you have full coverage, the bill will be stamped cleared by the cashier. But, if you have only partial coverage, you have to settle the difference between the approved amount and the actual charges.

When your doctor writes your discharge order, you are requested to leave your room before 11:00 am. Patients who stay after 11:00 am will be charged an extra day. If you face any inconvenience concerning your departure from the hospital, you may request help from the charge nurse in your nursing unit. Taxi/Ambulance services may be arranged via the Patients’ Relations Office by calling +961-1-350000 ext: 6010/1.

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Bargain Box
The Bargain Box accepts clothing and other items for resale. Individuals may donate items or receive a percentage of the sale price after the item is sold. All profits made by the bargain box are dedicated to the Social Services Department for helping needy patients.

• Opening Hours: 9:00 am to 12:00 noon Tuesday, Thursday, and Friday
• Location: Issam Fares ground floor next to the Children's Cancer Center of Lebanon
• Telephone: +961-1-350000 ext: 6156

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Donations
Donations support the development of the Medical Center.

Numerous contributions have been made to AUBMC over the past several years. These donations have enabled the hospital to continue to provide advanced medical care to its patients. Generous donors have sent checks in recognition of the excellent service they received during their stay at the hospital. The support of generous donors continues to be an important element in the development of the Medical Center’s efforts to provide advanced health services to its patients.

Donors who wish to contribute to AUBMC can contact the Office of Development, College Hall, AUB, 3rd floor, telephone +961-1-340176 or through AUB at +961-1-350000 ext: 2530. Thank you very much for your endorsement of our activities.

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Grateful Patient Fund
The Grateful Patient Fund has been created for AUBMC patients who are eager to demonstrate their appreciation by making a donation. You may be visited by the Grateful Patient Fund Coordinator to explain about the Fund and the process of donation. The proceeds from the Grateful Patient Fund will be used to provide financial assistance to needy patients and will benefit other AUBMC programs, as well.

If you wish to donate, please pass by the main cashier at the 1st floor and drop your donation in the designated safe box, or call the Grateful Patient Fund Coordinator Office on +961-1-350000 ext: 6012 for assistance.

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Organ Donation
If you know a family member who is willing, or if you, yourself, are willing to donate a body organ during life or after death, you may contact the transplant procurement manager on call through pager 1632. Dial 88 first from any telephone at AUBMC.

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Gratuities
The policy at AUBMC does not allow any staff member to accept tips or gifts. If a patient insists to offer any of these, he/she should give them to the Grateful Patient Fund or the Social Services Department. The Grateful Patient Fund is located on Phase II, 1st floor, room 105 and can be reached at +961-1-350000 ext: 6012. The Social Services Department is located on Phase I, 3rd floor, room C-325 and can be reached at +961-1-350000 ext: 6710/1.

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