The Ohio State University Comprehensive Cancer Center

Patient and

Visitor Guide

The Ohio State University Comprehensive Cancer Center –

Arthur G. James Cancer Hospital and Richard J. Solove Research Institute

ROOM: _________________

PHONE: ________________

The Ohio State University

Comprehensive Cancer Center –

Arthur G. James Cancer Hospital and

Richard J. Solove Research Institute

460 W 10th Ave., Columbus, OH 43210

800-293-5066

cancer.osu.edu

CORP_18086756

Contents

Patient and

Visitor Guide

8 Your Safety, Security and Satisfaction

Participate in Your Care 8

Leaving Your Room or Unit 8

Please Call, Don’t Fall 8

Preventing Pressure Ulcers 9

ID Bracelet 9

Hand Hygiene 10

Your Rights and Responsibilities 10

Privacy Policies 10

Advance Directives 10

Service Animals 11

Patient Experience 11

12 For Your Family and Friends

Visitation Policy 12

• Staying Overnight 12

• Respect for Other Patients 12

• Children 12

Hotel Information 12

How to Contact Patients 12

Flowers and Balloons 13

Be an Advocate for Your Loved One 13

Early Response Teams 13

Hand Hygiene and Infection Prevention 13

2 During Your Stay

Your Room

• Communication Whiteboard 2

• Bed Controls/Call Button 2

• Inpatient TV 2

• MyChart Bedside 2

• Making a Call From Your Room 2

• Dining 2

• Cell Phones 3

• Quiet Hospitals Help Healing 3

• Mail 3

• Housekeeping Needs 3

• Overhead Announcements 3

• Patient Education Resources 3

• Personal Belongings 3

• Wi-Fi 3

Your Care

• Reaching Your Care Team 4

• Your Care Team 4

Your Discharge

• Discharge Process 7

• Financial Assistance 7

• Help With Cost of Prescription Medicine 7

• Your Medical Records 7

Tobacco-Free Campus

The James and all other medical center locations—inside and outside—

are tobacco-free. This applies to all tobacco products, including cigarettes,

electronic cigarettes, cigars, chewing tobacco and pipe smoking.

Patient and Visitor Guide 1

23 Notes

24 Patient Rights and Responsibilities

27 TV Channel Listing

28 Quick Telephone Guide

22 Notice of Non-Discrimination

Amenities

Patient and Family Resource Center 14

Wi-Fi 14

On-Campus Dining Options 14

Pharmacies 15

Retail Services 15

• Hope’s Boutique Cart 15

• Gift Shop 15

• Cheryl & Co. 16

Banking and ATM Services 16

Places of Relaxation 16

18 After You Leave the Hospital

MyChart 18

Supportive Care Clinic 18

JamesCare for Life 18

Giving Back 18

Get Involved 18

Staying Connected 19

Download myHealth App 19

20 Maps and Parking

Parking 21

Patient and Visitor Valet Parking 21

Patient Courtesy Shuttle 21

WELCOME

On behalf of the faculty and staff of The Ohio State University Comprehensive Cancer Center

– Arthur G. James Cancer Hospital and Richard J. Solove Research Institute, we thank you for

choosing The James for your treatment and care.

We have designed The James to provide you with the most advanced and compassionate

care possible. Within these walls, we integrate scientific research and innovative patient care

more closely than ever before, strengthening our ceaseless pursuit of a cancer-free world. We

have placed our world-class researchers and clinical subspecialists in closer proximity to you

with the hope that this collaboration will lead to breakthroughs and potential cures that will

beneﬁt you and patients around the world.

The information in this guide will help familiarize you with The James. The guide is yours to

keep, so please write in it any names, phone numbers or questions you may want to ask those

caring for you. If you have other questions or concerns, please ask a member of your health

care team or call Patient Experience at 614-293-8609 or 3-8609.

Sincerely,

Raphael Pollock, MD, PhD, FACS, Director

The Ohio State University Comprehensive Cancer Center

David Cohn, MD, MBA, Interim CEO and Chief Medical Ofﬁcer

James Cancer Hospital and Solove Research Institute

2 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

During Your Stay

YOUR ROOM

We want to make your stay as comfortable as

possible. Here is some information that will help

while you are here.

Communication Whiteboard

Each patient room has a whiteboard that you,

your family and your care team can use to

communicate important pieces of information,

such as how to reach your nurse and patient

care assistant (PCA). You and your family

can use the whiteboard to jot down notes,

questions or anything that is important to you.

Bed Controls/Call Button

Your care team will show you how to control

your bed and your call button. Your nurse and

PCA will let you know how to reach them.

Please let us know if you need help at any time.

InPatient TV

In addition to more than 45 channels of

entertainment, news and sports, you can watch

patient education videos and news from The

James on your in-room television. Turn on your

TV and select Patient Education or Ohio State

News on the Welcome menu.

MyChart Bedside

Available in most areas of the medical center,

MyChart Bedside is a unique and integral part of

your experience while you are in the hospital. It

is a tablet-based application that gives you and

your family a more active way to participate in

your stay. With MyChart Bedside, you can:

• Access, review and learn about your current

health concerns and medications and see

your most recent vital signs.

• Access educational materials and learn more

about your conditions.

• Order meals using Order My Meals.

• Use the tablet for education and entertainment

through the Internet.

If you have not been oered a tablet, tell

a member of your care team that you are

interested in MyChart Bedside.

Making a Call From Your Room

Each room has a phone that can be used for

hospital, local and long-distance calls.

• Hospital calls: The ﬁve-digit telephone

numbers in this guide are for telephone calls

within the hospital.

• Local calls: For free outbound local calls, dial

9 and then the 10-digit phone number you

are calling. You do not have to listen for a

dial tone. For example, 9-614-555-1212.

• Long-distance calls: You can make a long-

distance call in two ways:

— Through an outside operator: Dial 777 + 0

+ area code + telephone number. Tell the

operator how the call is to be charged.

You may call collect, charge the call to

your home phone, charge the call to your

telephone calling card or charge the call to

any major credit card.

— With a telephone calling card: Dial 9, then

follow the instructions for your telephone

calling card.

Dining

Nutrition Services sta are committed to

providing high-quality care and nourishment

through meals prepared to your individual

taste by a professionally trained chef. A

Nutrition Services sta member will work with

you to select your meals, tailor-made to your

taste and timing preferences. Many snack

and beverage selections are also available on

your patient care ﬂoor at any time of day or

night. If you have any concerns related to food,

please let us know right away, and the most

appropriate person will visit you to discuss

your concerns and determine solutions.

During Your Stay

Patient and Visitor Guide 3

Cell Phones

Cell phones, smart phones and other wireless

communication devices may be used in many

areas of the medical center. Patients and visitors

are encouraged to use these devices only for

essential communication and to use them at

least three feet away from medical equipment.

Certain areas of the hospital are more sensitive

to interference from wireless device signals. Use

cell phones with caution in these areas.

Hospital employees may request that a patient

or visitor stop using a wireless communication

device in any location when it interferes in the

delivery of patient care. Please be courteous

and considerate when using your cell phone.

Quiet Hospitals Help Healing

Studies show that a quiet environment can help

patients heal faster. If you are watching TV,

we can provide you with headphones. Please

also be respectful of roommates and nearby

rooms by keeping noise to a minimum. Please

let a member of your care team know if there is

excessive noise. We can provide you with items

like ear plugs and sleep masks to help make

your stay more restful.

Mail

Outgoing mail can be taken to a mailbox located

on the ﬁrst ﬂoor of the north Doan hallway and

in the lobby of Dodd Hall. If mail is received after

you are discharged, it will be forwarded to your

home address or returned to sender. Your room

number will be veriﬁed and, if needed, updated

prior to mail delivery. The following address

should be used to receive mail:

– The James Cancer Hospital and

Solove Research Institute

Attention: (Patient Name and Room #)

460 W. 10th Ave.

Columbus, OH 43210

Housekeeping Needs

We work to maintain a clean environment to

help you heal. Your room will be cleaned each

day. If you are not in your room during the

cleaning, a card will be left on your table. If you

are not satisﬁed with the level of cleanliness in

your room, please contact your nurse or call our

Environmental Services Department at 614-

685-7888 or 5-7888.

Overhead Announcements

During your stay, you may hear “codes”

being called. Your care team will tell you if

there is an emergency and provide you with

any needed instructions.

Patient Education Resources

The Patient Education Department provides

access to easy-to-understand health information

to help patients participate in their care, and to

achieve a level of understanding and sense of

control over their cancer. For more information,

visit the Patient Education website, cancer.osu.

edu/patienteducation, or call the department

directly at 614-293-5853.

Personal Belongings

We recommend that valuable personal

belongings be left at home during your stay. If

you have valuable items in your room, please

send them home with a family member or friend.

If this is not possible, please ask your nurse to

contact Security to store these items for you.

If you choose to keep these items during your

hospital stay, please know you are responsible to

watch over them and keep them secure. Contact

lenses, eyeglasses, hearing aids and dentures

should be stored in appropriate containers when

not in use. If you need a container to store your

items, please ask us. Also, please don’t leave

them on your food trays or in your bed where they

could be damaged or lost. The James cannot be

responsible for the loss of personal belongings.

Wi-Fi

It is easy to remain connected to family and

friends during your stay or visit via our free

wireless internet. To access our wireless

internet, follow the steps below:

• Make sure your computer is conﬁgured for

wireless

• Select OSUMC Guest Internet

• Open your web browser and you will see a

usage disclaimer

• If you agree to the usage terms and

conditions, click on the “Agree’’ button

During Your Stay

4 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

YOUR CARE

Reaching Your Care Team

Our sta will visit your room regularly, but

please call if you need assistance. To contact

your nurse (RN) or patient care associate (PCA),

please refer to the whiteboard in your room for

their names and numbers. You may call them

directly or use your call button. Using the call

button or phone will help to ensure a response

from the most appropriate sta member.

Your Care Team

Many people work together to provide care

while you are at the hospital. This information

will help explain the roles of care team

members and how you can identify each one.

Based on your needs, you may see some or

all of the people listed below. All sta wear an

ID badge and will introduce themselves and

explain how they will be helping you. If you

have any questions, please ask.

Family Advocate

When possible, have a family member or friend

with you to help ask questions and serve as

your advocate. An extra set of eyes and ears is

helpful for everyone on your team.

Registered Nurse (RN)

Your RN is the lead caregiver on your nursing

team and will coordinate your care with all

other team members. He or she will ensure

all your nursing needs are met, including

giving medicines and providing any patient or

caregiver education. RNs wear a white or navy

uniform, and you can look on their ID badge

to see if they have the letters RN next to their

name.

Patient Care Associate (PCA)

Your PCA helps you by taking your temperature,

blood pressure and other vital signs, as well as

drawing your blood. The PCA will also help you with

some of your comfort needs such as meals, bathing

and bed changes. A PCA wears a green uniform.

Unit Clerical Associate (UCA)

The UCA works at the nursing desk and answers

the telephone and call button system. The UCA will

get help for you when you call the desk or use the

call button. A UCA usually wears business clothes.

Attending Physician

This doctor is a faculty member in The Ohio State

University College of Medicine. He or she leads

the medical team that is responsible for your

care. The attending physician or one of his or her

faculty colleagues will see you each day that you

are in the hospital. An attending physician may

wear a long white lab coat. Attending physicians

are generally assigned to blocks of time in the

hospital and then rotate their responsibilities to a

colleague. You may meet one or more attending

physicians during your hospital stay.

Consulting Physician

This doctor is a faculty member in the College

of Medicine and has a dierent specialty than

your attending physician. He or she is asked

by your medical team to assist in your care

by providing advice and assistance to your

primary medical team. A consulting physician

may wear a long white lab coat.

Fellow

A fellow is a doctor in the most advanced

category of training in a subspecialty.

During Your Stay

Patient and Visitor Guide 5

Fellows are typically responsible for helping to

teach and supervise other medical team members.

Fellows may wear a long white lab coat.

Resident

A resident is a doctor in an advanced level of a

specialty training program. Residents are typically

responsible for developing your plan of care

and providing routine patient care under the

supervision of the attending physician. A resident

may wear a long white lab coat.

Intern

An intern is a doctor who is in the ﬁrst year of

a specialty training program. Interns are typically

responsible for your day-to-day patient care

under the supervision of an attending physician

and are often your ﬁrst contact with the medical

team. An intern may wear a long white lab coat.

Medical Student

Medical students are typically involved with

taking your history, giving your exam, gathering

lab or other test results and rounding daily with

you and the medical team. A medical student

wears a short white lab coat.

Physician Assistant (PA)

A PA is a medical professional who works

as part of a team with a doctor. PAs perform

physical examinations, diagnose and treat

illnesses, order and interpret lab tests, perform

procedures, assist in surgery, and provide patient

education and counseling.

Advanced Practice Nurse

Advanced practice nurses (APNs) are

registered nurses with advanced nursing

training. Certiﬁed nurse practitioners (CNPs)

are independent practitioners with a focus on

assessment, diagnosis, disease prevention and

management of your condition. They partner

with doctors and other team members in your

care. Clinical nurse specialists (CNSs) provide

education to you and the nursing sta based

on their clinical expertise. APNs may wear long

white lab coats with scrubs or business attire.

Mental Health Clinical Nurse Specialist

This is a special group of clinical nurse

specialists (CNSs) who provide comprehensive,

patient-centered mental health and psychiatric

care and outcome evaluation. This includes

health and wellness promotion through

identiﬁcation of mental health issues and

prevention of mental health problems.

Pharmacist

Pharmacists are essential to overseeing the

preparation and availability of medications, but

they also assist in providing patient-centered,

cost-eective care. Following your diagnosis,

the pharmacists help to select and/or guide

the appropriate medication, avoid medication

interactions, optimize medication dosing and

tailor the therapy for your personalized needs.

All patients have a pharmacist participating as

part of your care team, and some pharmacists

participate in daily rounds with your care

team to assist with medication therapy.

Pharmacists are also available to provide

medication education to you and your family

members. If you have any questions about this

collaboration, please ask.

6 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Dietetic Technician/Registered Dietitian

A dietetic technician will visit you in the

morning to get your food selections for that

day’s lunch and dinner and for breakfast the

following morning. If you are on a restrictive diet,

you may be visited by a registered dietitian for a

nutritional assessment and food selections. You

will be able to choose from a variety of foods,

based on the diet order from your doctor. If you

are not in your room when the dietetic technician

visits, you will receive the chef’s daily special,

based on your current diet orders.

Housekeeping Sta

Your housekeeper will clean your room daily

during your stay. Housekeepers wear black-

and-white uniforms.

Medical Social Worker and Case Manager

Medical social workers and case managers

are licensed professionals who are trained to

address the speciﬁc needs of patients and their

families. They are available to provide counseling

and help you with things like home support,

home health care, medical equipment or nursing,

and also to help with ﬁnancial, housing and

transportation concerns.

Physical Therapist/Occupational Therapist/

Speech-Language Pathologist

During your stay, you may be evaluated by a

physical therapist, occupational therapist or a

speech-language pathologist. They will assist you in

regaining normal function or improving a speech or

swallowing disorder. They wear gray uniforms.

Respiratory Therapist

A respiratory therapist may visit you during

your stay and may give you breathing

treatments or oxygen. A respiratory therapist

wears a royal blue uniform.

Imaging Technologist

An imaging technologist may visit you during

your stay, performing tests such as X-rays,

ultrasounds or MRIs. These tests may take

place in your room or in the Radiology

Department. Imaging technologists help perform

the best diagnostic study for your care.

Patient Transporter

Your patient transporter takes you to dierent

areas of the hospital for tests and procedures. A

transporter wears a tan uniform. Your nurse may

also travel with you, depending on your needs.

Pastoral and Spiritual Care

Our Pastoral Care chaplains understand that

a serious illness or medical challenge creates

many feelings and personal challenges.

Chaplains are respectful of all faiths and oer

compassionate presence, a listening ear,

prayer, sacraments or rituals, and other spiritual

or emotional support. To request a visit with

a chaplain or other spiritual services, let your

caregiver know or call the Department of

Chaplaincy at 614-293-8791 or 3-8791 from

7:30 a.m. to 4:30 p.m. During any other time, call

the operator at 614-293-8000 or 3-8000 to

contact the on-call chaplain.

Patient Experience

The Patient Experience Department is

dedicated to making your stay as pleasant

and comfortable as possible. Our team is

available to assist if you have questions or

concerns regarding your care. All interactions

between patients or their representatives

and our sta are conﬁdential. To speak

with a patient advocate, call 614-293-8609 or

866-993-8609, M-F, 8 a.m.-9 p.m. After hours

and on weekends, contact the Administrative

Nurse Supervisor at 614-293-6565.

During Your Stay

Patient and Visitor Guide 7

YOUR DISCHARGE

Discharge Process

When your doctor believes you are ready to

leave the hospital, he or she will authorize a

hospital discharge. Please speak with your

nurse about leaving the hospital. Here are a

few tips to make the discharge process run

smoothly:

• Be sure you or your caregiver has spoken

with a discharge planner and that you

understand which services you may need

after leaving the hospital.

• Verify your discharge date and time with

your nurse or doctor.

• Have someone available to pick you up.

• Check your room, bathroom and bedside

table carefully for any personal items.

• Make sure you or your caregiver has all

needed paperwork and information for

billing, referrals, prescriptions, medical

equipment, and to schedule for therapy

or follow-up appointments.

• Make sure you or your caregiver is aware of

home-care needs such as food, medicine,

activity, future testing, therapy and doctor visits.

• Review the medicines you are to take at home

with your doctor or nurse before you leave the

hospital.

• Make sure you or your caregiver knows whom

to call if you have a problem or concern about

your care.

Financial Assistance

If you need assistance with your hospital bill,

contact the Financial Counseling Department

at 614-293-0860 or 3-0860.

Help With Cost of Prescription Medicines

The Medication Assistance Program (MAP)

provides or assists with obtaining free or

reduced-cost medicines to patients with limited

income.

Patients may be referred by nurses, doctors,

social workers, case managers, patient care

resource managers or other sta members.

MAP sta are available Monday through Friday

from 8:30 a.m. to 4:30 p.m. at 614-293-0394.

Your Medical Records

After leaving the hospital, if you want a copy

of your medical records, you will need to ﬁll

out an authorization form to release them.

Please ask any member of your care team

for forms and more information. You can also

direct questions to Medical Information

Management at 614-293-8657 or 3-8657.

8 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Your Safety, Security

and Satisfaction

Participate in Your Care

During your stay our promise to you is simple:

Every day we will work to provide a safe

environment for your care, provide information

and answer your questions, and help you

achieve your personalized healthcare goals.

We want you to be as comfortable as possible

during your stay, physically and emotionally.

Please participate in your care by:

• Asking questions. We will answer any

question you have about procedures,

treatment and medications that are part of

your care.

• Notifying your nurse if you have pain or

discomfort. We will help you with pain

management.

• Reminding our sta to clean their hands

each time they enter the room if you don’t

see them do this. Also remind your visitors

to clean their hands when they come in the

room, after touching objects in the hospital

room, before and after eating, and after

using the restroom.

• Participating in conversations about your

care with doctors, nurses and other sta.

• Partnering with us as we teach you how to

care for yourself.

• Using your call button before you get out of

bed or if you need anything.

• Telling us all the medicines you take,

including prescription and over-the-

counter medicines, vitamins and mineral

supplements, and herbs. For your safety, do

not take any medicines you brought from

home and do not keep any medicines in

your hospital room.

• Telling us about any allergies you have to

medicines or food.

We want you to be a partner in your

care. Watch a short video at go.osu.edu/

PartnerInYourCare with tips of how you can

participate.

Leaving Your Room or Unit

It is best for you to remain on your unit while

in the hospital. Due to your care needs, there

may be times that you should not leave the

unit because of medicines, tests, procedures

or consultations about your care. If you stay

close, your care team can follow your course of

treatment safely and without delay or interruption.

Please speak to your nurse or a member of your

care team before leaving the unit.

Please Call, Don’t Fall

Your safety is important to us. Nurses and

PCAs will check on you frequently, help

you safely get out of bed and ensure that the

equipment and items you need are within reach.

Before getting out of bed, please call. Our sta

can help you move safely in your room with your

medical equipment.

Your Safety, Security and Satisfaction

Patient and Visitor Guide 9

Preventing Pressure Ulcers

Pressure ulcers happen when the skin and

tissue under it are damaged by pressure.

These can happen anywhere on the body

and are most common on bony/ﬁrm areas

such as the tailbone, hips, elbows, ears, heels

and ankles. Your nurse will work with you to

help prevent pressure ulcers. If you have any

questions or concerns, please talk to your

nurse.

• Change your position every two to four

hours to keep pressure o any one spot.

• Check your skin often for redness during

the day. If you need help, ask your nurse.

• Keep your skin clean and dry.

• Put moisturizing lotion on your skin often.

• If you are in a chair or wheelchair, use a

special cushion to help reduce pressure.

ID Bracelet

You may notice that we often check your ID

bracelet or often ask you the same questions.

We do this to double-check your identity and

ensure your safety, especially before giving

you medicine or starting a procedure.

Your Safety, Security and

Satisfaction

10 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Your Safety, Security and Satisfaction

Hand Hygiene

Clean hands are the single most important tool

in preventing infections. Everyone, including

visitors, doctors and nurses, should clean

his or her hands:

• When entering the room

• After touching objects or surfaces in the

hospital room

• Before and after eating

• After using the restroom

Your healthcare providers know to practice

hand hygiene. Do not be afraid to ask them if

they have cleaned their hands.

Our visitors can also help prevent infections.

• If you are sick or have any infection, do not

visit in the hospital.

• If you have to cough or sneeze, cover your

nose and mouth with a tissue. Throw the

tissue away and then wash your hands.

Cough or sneeze into your sleeve or elbow if

you do not have a tissue.

Your Rights and Responsibilities

As a patient, you have many rights and

responsibilities. These are found at the back of

this guide and posted throughout the hospital.

If you are unable to ask about your rights, your

guardian or other legally responsible person

may do so on your behalf.

Privacy Policies

The conﬁdentiality of your medical information

is important to us. We want you to know that

we are taking many actions to protect your

privacy. Under federal privacy regulations

(HIPAA), patients have rights regarding their

medical information. You have the right to:

• Inspect and receive a copy of your medical

information.

• Request an amendment or change of

incorrect information about you.

• Request a restriction on how we use or

share your information.

• File a complaint about our privacy practices.

The Notice of Privacy Practices describes

important information about your rights and

our obligations to protect and appropriately

use and share patient health information.

These rights do have special limitations.

If you wish to receive a copy of this notice,

please contact Patient Experience at

614-293-8609 or 3-8609, or the Privacy

Oce at 614-293-4477 or 3-4477.

Advance Directives

Advance directives are the legal documents

that allow you to give direction to medical

personnel, family and friends concerning

your future care when you cannot speak for

yourself. This may happen if you become

unconscious, are terminally ill or are confused

and cannot make informed choices. You

do not need a lawyer to complete advance

directives. In Ohio, there are three forms of

advance directives:

• Durable Power of Attorney for Health Care

lets you choose someone as your agent to

make all healthcare decisions for you when

you are unable to speak for yourself.

• Living Will lets you give written directions

about your care for when you are terminally

ill or in a permanently unconscious state and

unable to speak for yourself.

• Do Not Resuscitate (DNR) Order

indicates you do not want to have CPR

(cardiopulmonary resuscitation) performed

if your heart should stop beating. Please

speak with your physician or nurse

practitioner if you would like to execute a

DNR.

If you want more information or the forms

needed for advance directives, please call

Patient and Visitor Guide 11

Social Work at 614-366-5119 or 6-5119

Monday through Friday from 8 a.m. to 5 p.m.

Service Animals

The university has a general no-pets policy

in all buildings. Pets are allowed outdoors

on the grounds when leashed and under

control. Service animals are generally allowed

to accompany their handlers in any building

or public space where their handlers are

permitted. Emotional support and visiting

therapy animals may be allowed in speciﬁed

areas of the university with advance approval.

If you have questions, would like assistance

planning for a service animal at The Ohio State

University, need to arrange local veterinary care

or have a concern about your treatment and

access when accompanied by your service

animal, contact Disability Services at 614-292-

3307.

Patient Experience

The Patient Experience Department is

dedicated to making your stay as pleasant and

comfortable as possible. Our team is available

to assist if you have questions or concerns

regarding your care. All interactions between

patients or their representatives and our sta

are conﬁdential. If you would like to speak

with a patient advocate, please call Patient

Experience at 614-293-8609 or 3-8609

from 8 a.m. to 5 p.m. After 5 p.m. and on

weekends, you may contact the Administrative

Nurse Supervisor at 614-293-6565 or 3-6565.

In addition to talking with our Patient Experience

Department, you can also recognize a sta

member who went above and beyond with a

Bravo! card. You can get a card by asking at

your unit’s nursing station. You can also contact

Faculty and Sta Recognition by visiting the

oce in 155 Doan Hall, by calling 614-293-

5899 or 3-5899, or by emailing BRAVO@

osumc.edu.

12 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

For Your Family

and Friends

Visitation Policy

General visitation is 5 a.m. to 10 p.m. in most

areas of the hospital. The number of visitors

and the length of visits may be limited to give

patients proper privacy, rest and recovery

time, depending on the patient’s condition

and schedule for the day. Intensive Care Unit

visitation may vary. All visitors must be free

of illness. Please check with the sta in the

patient care unit to conﬁrm the policy for that

area.

Staying Overnight

Please check with the sta in the patient care

unit to conﬁrm the overnight policy for that

area. Overnight visitation is limited to one

visitor per patient. The visitor must be at least

18 years of age and must wear an identiﬁcation

badge at all times. Please talk to patient care

sta about obtaining a badge.

Respect for Other Patients

Studies show that a quiet environment can

help patients heal faster. When you are visiting,

please observe the visiting policy and maintain

respectful noise levels throughout the hospital.

Please be considerate of other patients and

family members by keeping conversations,

television volume, personal entertainment

devices and noise to a minimum.

Children

Children under the age of 12 are able to visit

when accompanied and properly supervised

by a nonpatient adult at all times, except in the

Blood and Marrow Transplant Unit where no

one under the age of 12 is permitted. Please

check with sta ﬁrst before bringing children in

for visits.

Hotel Information

If you need a listing of nearby hotels, please

visit an information desk.

How to Contact Patients

You may call Patient Information at 614-293-

8000 or 3-8000 and ask to be connected to

your loved one.

YOUR LOVED ONE IS IN ROOM NUMBER:

THE ROOM’S PHONE NUMBER IS:

For Your Family and Friends

Patient and Visitor Guide 13

Flowers and Balloons

Due to the special environment and care of

our patients at The James, we do not permit

live plants or cut ﬂowers to be delivered to

out patients. If you wish to send or present

balloons, please use mylar balloons. Latex

balloons are not permitted due to latex allergy

concerns.

Be an Advocate for Your Loved One

You can speak up for your loved one in the

hospital by being his or her advocate—the

person who will help the patient work with

doctors, nurses and hospital sta. To help your

loved one make the best decisions about care

and treatment:

• Learn about the condition your loved

one is being treated for.

• Know your loved one’s rights

and responsibilities.

• Find out if your loved one has an advance

directive, such as a Living Will, Power of

Attorney or Do Not Resuscitate Order and

what it speciﬁes.

• If your loved one is too ill or reluctant to ask

questions, make note of his or her concerns

and any you may have. Do not be afraid to

speak up and share these concerns with the

care team.

• Your loved one may be prescribed

medicines while in the hospital and may be

seen by several doctors—help keep track by

taking notes. There is a notes section in the

back of this booklet for your convenience.

• Ask to speak with a case manager about

options after discharge.

Early Response Teams

If you notice a sudden change in your loved

one’s condition or behavior, ask the nurse to

check on him or her right away. If you do not

believe the nurse or doctor is responding to

your concerns, call the Early Response Team

(ERT). ERT members are specially trained to

check on patients and support the nurse who is

providing care. They are always available. To call:

• From a hospital phone, dial 6-9400.

• From a cell phone, dial 614-366-9400.

The operator will ask for the patient’s name

and room number, and the ERT will be called

right away.

Hand Hygiene and Infection Prevention

The single most important thing you can do

to help prevent infections is clean your hands

and make sure that all others who touch the

patient, including doctors and nurses, clean

their hands, too. Everyone should clean his or

her hands:

• When entering the room

• After touching objects or surfaces in the

hospital room

• Before and after eating

• After using the restroom

It is also important that healthcare providers

clean their hands with either soap and water

or an alcohol-based hand cleaner every time,

both before and after they touch the patient.

Healthcare providers know to practice hand

hygiene, but sometimes we forget. Please

remind us!

For Your Family

and Friends

14 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Amenities

Patient and Family Resource Center

The Patient and Family Resource Center oers

support, education and comfort services to

patients and families. The center provides a

comfortable, relaxed space where visitors can ﬁnd:

• Trained sta and volunteers to assist with

their information requests

• Print and digital health education materials

on types of cancer and cancer treatment

• Information on supportive services and

community resources

• Computer terminals with Internet access

to ﬁnd information online or to use for

personal business

• Magazines and newspapers

• Quiet rooms for rest and respite

The center oers cancer education materials

for informational purposes only. If you have

questions about your care or treatment, always

talk with your doctor or other qualiﬁed health

provider.

The Patient and Family Resource Center is

located on the ground ﬂoor of The James near

the grand staircase at the east end of the lobby.

If you are unable to visit the center, you may call

614-366-0602 or 6-0602, or email your request

for information to [email protected]. It will

be delivered to your hospital room or mailed to

your home address at no charge.

• Weekdays: 9 a.m. to 5 p.m.

Wi-Fi

It is easy to remain connected with our free

wireless Internet. To access it, follow the

steps below:

• Make sure your computer is conﬁgured

for wireless

• Select OSUMC Guest Internet

• Open your web browser and you will see a

usage disclaimer

• If you agree to the usage terms and

conditions, click on the “Agree” button

On-Campus Dining Options

Au Bon Pain – Located on the conference level

of The James, Au Bon Pain is a full-service

café oering made-to-order sandwiches, salad,

baked goods, breads, hot or iced coee and

tea.

• Daily: 6 a.m. to 2 a.m.

BistrOH! – Located on the ﬁrst ﬂoor of Rhodes

Hall, BistrOH!, the hospital cafeteria, features

items such as ﬂatbread pizzas, signature salads,

hot and cold sandwiches and entrees.

• Weekdays: 6 a.m. to 7 p.m.

• Weekends and holidays: 7 a.m. to 6 p.m.

BistrOH! To Go – Located on the concourse,

BistrOH! To Go oers quick-serve and grab-and-

go items.

• Sundays through Thursdays: 10:30 p.m.

to 1 p.m.

Bloch Café – Located on the 14th ﬂoor of The

James, the Bloch Café oers healthy lunch and

dinner options. Outdoor seating is available in

the terrace garden, weather permitting.

• Daily: 7 a.m. to 10 a.m. and 11 a.m. to 7 p.m.

Brenen’s Café – Located in the lobby of the

Biomedical Research Tower, 460 W. 12th Ave.,

Brenen’s is a full-service café oering breakfast

and lunch, including baked goods, salads, frozen

yogurt and coee. Visit brenensinc.com for a full

menu.

• Weekdays: 6:30 a.m. to 6 p.m.

• Saturdays: 7:30 a.m. to 2:30 p.m.

The Caeine Element – Located on the ﬁrst ﬂoor

of the Prior Health Sciences Library, 376 W. 10th

Ave., The Caeine Element oers Starbucks

coee, fresh sandwiches, yogurt parfaits,

muns, hummus, edamame, salads and more.

• Weekdays: 7:30 a.m. to 5 p.m.

Amenities

Patient and Visitor Guide 15

EspressOasis – Serving from two locations: on

the ﬁrst ﬂoor of The James, and in the ﬁrst-ﬂoor

corridor between the 12th Avenue Garage

and Doan Hall, EspressOasis serves pastries,

coees and other beverages.

• Weekdays: 6 a.m. to 7 p.m.

• Weekends: 6 a.m. to 6 p.m.

• Holiday hours vary

Neuro BistrOH! – Located on the ground

ﬂoor of the Brain and Spine Hospital, Neuro

BistrOH! serves grab-and-go sandwiches as

well as no-sugar-added smoothies, teas and

Starbucks hot and iced coees.

• Weekdays: 7:30 a.m. to 3:30 p.m.

Panera Bread – Located in the SAFEAUTO

Hospitals Garage, Panera Bread is a full-

service bakery-café with breakfast, lunch and

dinner options, including hot soups, fresh

salads, sandwiches on freshly baked bread,

breakfast sandwiches, bagels, pastries,

cookies and coee.

• Weekdays: 6 a.m. to 10 p.m.

• Weekends: 7 a.m. to 7 p.m.

Wendy’s – Located on the ground ﬂoor

between Doan Hall and the 12th Avenue

Garage.

• Daily: 10 a.m. to 3 a.m.

• Holiday hours vary

Vending Machines – Located throughout the

medical center, vending machines are always

available, oering snacks, beverages and

entrees in larger areas. Change machines are

also provided.

To learn about restaurants or food carts that

are within a short driving distance, please visit

the information desk.

Pharmacies

Available to James and Wexner Medical

Center patients, The Ohio State University

Outpatient Pharmacy is a full-service

pharmacy with specialty expertise that

provides personalized service and is

dedicated to improving patient care by easing

the challenges of managing medications.

Some of the beneﬁts include faster access to

your prescription medications because of our

insurance expertise, education about your

medication by hightly trained pharmacists, and

medication assistance programs to help lower

the cost of therapy. The Outpatient Pharmacy

walk-in location is on the conference level

of The James. Call the Outpatient Pharmacy

at 614-293-5920. For specialty prescription

services, call 614-685-1672. For more

information, visit go.osu.edu/retailpharmacy.

• Weekdays: 8 a.m. to 9 p.m.

• Weekends: 9 a.m. to 6 p.m.

A Walgreens pharmacy (available for patients

after discharge and visitors) is located in Ohio

State University Hospital’s Doan Hall on the

ﬁrst ﬂoor by the elevators. Call 614-294-2018.

• Weekdays: 9 a.m. to 9 p.m.

• Weekends/holidays: 9 a.m. to 6 p.m.

Retail Services

We oer a variety of retail services for patients

and visitors. Most services listed are located

within our hospitals, while others are just a

short walk away.

Hope’s Boutique Cart

Hope’s Boutique caters to cancer patients. The

boutique is located at the Stefanie Spielman

Comprehensive Breast Center, but it also has

a mobile cart that visits inpatient rooms twice

per week. The cart features unique gifts and

certiﬁed wig ﬁtters to do inpatient consults.

Gift Shop – The Scarlet Ribbon Gift Shop in the

Rhodes Hall lobby oers a variety of personal

items, cards, ﬂowers, magazines, snacks and

soft drinks. You can also call the Gift Shop at

614-293-8942 or 3-8942 to order a magazine,

newspaper, snack or clothing, and a gift shop

representative will deliver it to your room. The

gift shop accepts credit cards and cash.

• Weekdays: 8 a.m. to 8 p.m.

• Weekends: 10:30 a.m. to 7 p.m.

• Closed holidays

Amenities

16 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Amenities

Cheryl & Co. – Located in the corridor

between the 12th Avenue Garage and Doan

Hall (ﬁrst ﬂoor), Cheryl & Co. serves fresh-

baked desserts, cookie dough in containers

and confectionary gift items.

• Weekdays: 7 a.m. to 8 p.m.

• Weekends: 10 a.m. to 6 p.m.

• Holiday hours may vary

Banking and ATM Services

Huntington ATMs are located on the ground

ﬂoor of The James, outside the bank in Doan

Hall, in the Rhodes Hall lobby and in the Ross

Heart Hospital main lobby. There is a full-service

Huntington bank branch on the ﬁrst ﬂoor of

Doan Hall, near the 12th Avenue Garage. Hours

are Monday through Thursday, 9 a.m. to

5 p.m. and Friday, 9 a.m. to 6 p.m.

Places of Relaxation

The James and Wexner Medical Center have

many places for visitors to take a break.

Atrium – The Atrium is located on the ﬁfth ﬂoor

of Rhodes Hall. It is a waiting and information

area for family members and visitors. In the

Atrium, visitors can grab a bite to eat at the

beverage and snack vending machines or

use a computer with Internet access. The

Library for Health Information, a resource for

trustworthy health information, is also in the

Atrium.

Chlois G. Ingram Spirit of Women Park –

The Spirit of Women Park features tiles of

etched glass that appear to be ﬂoating atop a

reﬂecting pool, as well as benches and picnic

tables. The park is located across from the

SAFEAUTO Hospitals Garage.

Family Lounges – Available on all units, these

rooms allow you to take a break from being at

the bedside while staying close to the nursing

unit.

Medical Center Plaza – Located outside

the Ross Heart Hospital and Rhodes Hall

entrances, the Plaza oers seating and a quiet

place to eat, read or get fresh air.

Phyllis A. Jones Legacy Park – Located in

front of The James across 10th Avenue, the

park was designed to evoke the Oval from the

heart of the Ohio State campus for patients

and visitors to enjoy a restful, peaceful garden

and ﬁnd comfort and solace. It also includes a

children’s playground.

Phyllis Kaldor Hope Garden – Located just

outside the main entrance to The James, the

garden is home to the Statue of Hope, which

was designed by Alfred Tibor and dedicated to

all people, oering hope and inspiration.

Rooftop Gardens – Open-air gardens are

available on the 14th ﬂoor of The James,

serving as a source of inspiration and reprieve

for patients and visitors. Including ﬂowers,

trees and shrubs, the gardens provide a view

of either downtown Columbus or Ohio State’s

campus.

Sanctuaries – Two sanctuary spaces can

be found on the medical center campus for

prayer, contemplation and reﬂection 24 hours

a day.

• In The James, the Pauline & Leonard

Schnipke Sanctuary can be found near the

top of the grand staircase on the ﬁrst ﬂoor.

• In Rhodes Hall, The Sanctuary can be found

in the ﬁfth ﬂoor Atrium.

Patient and Visitor Guide 17

18 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

After You Leave the Hospital

Access Your Medical Information With

MyChart

Manage your health care anytime, anywhere

with MyChart, a secure, online connection to

your healthcare records. With MyChart, you can

message your doctor, request appointments,

renew prescriptions, review your health history

and more from any device. If you do not already

have a MyChart account, there are two easy

ways to sign up for one:

• When you are discharged you will receive an

After-Visit Summary that includes a MyChart

activation letter. This document will contain

your activation code and your Medical Record

Number, needed to create your own MyChart

account.

• Visit mychart.osu.edu/osumc to create your

account in a few simple steps.

If you have questions, please call MyChart

Customer Support at 614-366-6975 or toll-free

866-966-6975 Monday through Friday from

9 a.m. to 6 p.m.

Supportive Care Clinic

During your cancer journey, you may want to see

a healthcare specialist who is an expert in cancer

survivorship. The James has several disease-

speciﬁc cancer survivorship clinics. Ask your

doctor or another member of your cancer care

team how to make an appointment.

JamesCare for Life

JamesCare for Life oers patients and their

families a wide range of comprehensive

cancer support programs, classes and

educational resources to help manage the

challenges that come with a cancer diagnosis

and treatment. JamesCare for Life programs

include patient and caregiver support groups,

educational classes and programs, expressive

and creative arts, music therapy, children’s

support programs, special events and retreats.

All of our programs are oered free of charge.

For more information about classes or

support groups, call JamesCare for Life at

614-293-6428 or call The James Line toll-

free at 800-293-5066. Information, including

registration, is also available online by

visiting cancer.osu.edu/go/support.

Giving Back

Thank you for choosing The James as your

healthcare partner. We are grateful that you put

your trust in us.

At The James, we are committed to creating

a cancer-free world, one person and one

discovery at a time. As your healthcare partner,

we want to make sure you know that we take

your health as seriously as you do. We hope

that we can partner with you in the future,

should you need us again.

Many of our friends have asked if there

is a way they can give back and support

our combination of patient-centered care,

groundbreaking research and innovative

treatment programs. In fact, our work depends

on the support of donors. To view the many

ways you can give back, visit cancer.osu.edu/

giving-back.

Get Involved

• Ride, Virtual Ride or Volunteer in Pelotonia.

The annual cycling event where 100 percent

of participant-raised dollars beneﬁts cancer

research at the OSUCCC – James, Pelotonia

funds support projects that address many

aspects of cancer, including research,

diagnosis, treatment, psychosocial issues,

prevention, accelerated drug development

and large initiatives to change the landscape

of cancer care. Visit Pelotonia.org to register.

After You Leave the Hospital

Patient and Visitor Guide 19

• Become a Community Partner. Our

Community Partners Program consists of

corporations, individuals and community

groups who raise funds in support of

our vision. From corporate initiatives to

local events, more than 400 Community

Partners bring in signiﬁcant dollars to further

research, education and patient care at the

OSUCCC – James. To learn more, please

at [email protected], or

visit cancer.osu.edu and search Community

Partners.

• Become a Volunteer. Volunteers are an

important part of our team, helping us make

a dierence in the lives of our patients. To

learn more, contact us at 614-685-3478 or

5-3478, or visit cancer.osu.edu and search

Volunteering.

• Become a Patient and Family Experience

Adviser. We care about the experiences of

our patients and families. One way you can

give feedback is by volunteering to serve on

an advisory council. Volunteers who serve

as advisers work with sta on committees,

policy reviews, speaking engagements

and other projects. If you are interested in

learning more about the Patient and

Family Experience Advisory Program,

please call 614-293-0526 or 3-0526, or

email [email protected].

• Join our online panel. Patients and

caregivers are invited to provide feedback

about their care and overall experience

at our hospital and care sites through our

online Insight Panel. Members are asked by

email once or twice each month to complete

short online surveys. By providing feedback,

you play an important role in improving the

patient experience. Sign up to participate by

visiting go.osu.edu/myopinion.

MyExperience@ Ohio State Wexner

Medical Center is a positive feedback tool

that gives each patient a voice. Using the

BRAVO system, it lets patients send eCards to

employees who make a dierence.

Every eCard sent is both a chance to make

someone feel good about what he or she

does and an opportunity to reinforce our

vision to create a cancer-free world.

This application was inspired by our patients,

and we thank them for their feedback. To send

an eCard, visit myexperience.osumc.edu.

Staying Connected

Keep in touch with Ohio State’s Comprehensive

Cancer Center – James Cancer Hospital and

Solove Research Institute after you leave

the hospital by learning more or joining the

conversation in social media.

Aer You Leave

the Hospital

Download the Ohio State myHealth App

It’s everything you know and love about

MyChart, plus lots of other helpful tools to

make managing your health care at Ohio State

Wexner Medical Center even simpler. Search

your app store for “Ohio State myHealth” and

download today.

Like us on Facebook

cancer.osu.edu/facebook

cancer.osu.edu/twitter

cancer.osu.edu/youtube

Visit our website

cancer.osu.edu

Visit our blog

cancer.osu.edu/blog

Follow The James Cancer-Free World

podcast cancer.osu.edu/podcast

cancer.osu.edu/instagram

20 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Maps and Parking

The James Elevators A

(Levels CL-21)

Au Bon Pain (Level CL)

Conference Rooms (Levels G

and CL)

EspressOasis Coee (Level G)

Information (Level G)

James Registration (Level G)

James Lab (Level G)

The James Elevators B

(Levels CL-12)

Sanctuary (Level 1)

Security (Level 1)

Ross Heart Hospital C Elevators

Huntington ATM

Information

Ross Heart Hospital Registration

Skybridge to SAFEAUTO Garage

University Hospital Elevators

(Rhodes Hall)

Gift Shop

Huntington ATM

Information

University Hospital Registration

University Hospital Elevators

(Doan Hall)

Cheryl’s Cookies (Level 1)

EspressOasis Coee (Level 1)

Huntington Bank and ATM

(Level 1)

Patient Financial Services (Level 1)

Pharmacy (Level 1)

Skybridge to 12th Ave. Garage

(Level 1)

Wendy’s (Level G)

Brain and Spine Hospital

300 W. 10th Ave. Elevators

Information

The James Outpatient

Registration

Valet Pickup/Drop-O Location

Mon-Fri: 5 a.m.-5:45 p.m.

Sat-Sun: 9 a.m.-5 p.m.

After-hours retrieval until midnight

at University Hospital and The

James

Cafeteria (Level 1)

Open seven days a week,

6 a.m.-8 p.m.

Emergency Department

(Access from The James Level G)

Directory of Destination

Updated January 2019

Finding Your Way

| The Ohio State University Wexner Medical Center

Ross Heart Hospital Elevators

Huntington ATM

Information

Ross Heart Hospital Registration

Skybridge to SAFEAUTO Garage

University Hospital- Rhodes

Elevators

Gift Shop

Huntington ATM

Information

University Hospital Registration

University Hospital- Doan

Elevators

Cheryl’s Cookies (Level 1)

EspressOasis Coee (Level 1)

Huntington Bank and ATM (Level 1)

Patient Financial Services (Level 1)

Pharmacy (Level 1)

Skybridge to 12th Ave Garage (Level 1)

Wendy’s (Level G)

Brain and Spine Hospital

Elevators

Information

The James Outpatient Registration

The James Elevators

(Access to Levels CL-21)

Au Bon Pain (Level CL)

Conference Rooms (Levels G and CL)

EspressOasis Coee (Level G)

Huntington ATM (Level G)

Information (Level G)

James Registration (Level G)

James Lab (Level G)

The James Elevators

(Access to Levels CL-12)

Sanctuary (Level 1)

Security (Level 1)

Café (Level 1)

open seven days a week

6 a.m. - 8 p.m.

Dodd Rehabilitaion

Hospital

Davis Outpatient

Care

Brain

and Spine

University

Hospital

H.R.

Dental Clinic

Entry

Postle

Hall

Ross Heart

Hospital

The James

Cannon Drive

Closed

No left

turn onto

Cannon Dr.

Cannon Drive

Old Cannon Drive

Valet Pick-Up/Drop-O Point

University Hospital and The James

Mon - Fri: 5 a.m. - 5:45 p.m.

Sat - Sun: 9 a.m. - 5 p.m.

Ross Heart Hospital and

Brain and Spine Hospital

Mon - Fri: 5 a.m. - 5:45 p.m.

After hours, please call 614-292-4955 to

speak directly with the valet oce.

Patient and Visitor Guide 21

Parking and Maps

Parking

All parking garages at Ohio State Wexner

Medical Center and The James have designated

handicapped parking spaces and elevators.

Patients and visitors can park at:

• North and South Cannon Garages (1640

Cannon Drive)*

• SAFEAUTO Garage (1585 Westpark St. – bridge

to Richard M. Ross Heart Hospital)*

• 12th Avenue Garage (340 W. 12th Ave.)*

• 9th Avenue East Garage (345 W. 9th Ave.)*

*These garages are Pay-on-Foot garages. When entering the

garage, you will pull a ticket. Be sure to keep that ticket with you

throughout your visit. Pay “on foot” when you come back to the

garage at one of the terminals located in the elevator lobbies of

the garages. You will feed that ticket to the machine when you

exit the garage.

Patient and Visitor Valet Parking

Valet service is available at four locations:

PLEASE NOTE: On holidays, please visit the Information

Desk for Valet hours.

• Valet service is located near the University

Hospital main entrance o Medical Center

Drive. It is available Monday through Friday

from 5 a.m. to 5:45 p.m., and Saturday and

Sunday from 9 a.m. to 5 p.m.

• The James Cancer Hospital and Solove

Research Institute valet service is located in

The James loop o 10th Avenue. It is available

Monday through Friday from 5 a.m. to 5:45

p.m., and Saturday and Sunday from 9 a.m. to

5 p.m.

• Ross Heart Hospital valet service is located at

the hospital entrance at 425 W. 10th Ave. It is

available Monday through Friday from 5 a.m. to

5:45 p.m.

• Brain and Spine Hospital valet service is

located at the building’s loop entrance at 300

W. 10th Ave. It is available Monday through

Friday from 5 a.m. to 5:45 p.m.

To retrieve your vehicle between 5:45 p.m. and

midnight on weekdays:

• Use the texting feature listed on your claim

ticket, or

• Visit either valet station at The James. Both are

staed until midnight, Monday through Friday.

After midnight on weekdays:

• Call 614-292-4955 or 2-4955 (from any

hospital phone) or use the Text for Retrieval

feature.

• During holidays and on weekends after valet

has closed, call Security at 614-293-8500

or 3-8500 (from any hospital phone) for

assistance.

• To retrieve your car on weekends from 5-10

p.m., call 614-292-4955 or 2-4955; after 10

p.m., call 614-293-8500 or 3-8500 (from any

hospital phone).

Patient Courtesy Shuttle

A number of shuttle options are available to

patients and visitors:

• Patient Courtesy shuttles provide transportation

to and from parking garages and buildings

Monday through Friday from 7 a.m. to 6 p.m.,

and 11:30 p.m. to 5 a.m.

• To request a ride, call 614-293-8669 or 3-8669

(from any hospital phone), or use the call

button located at the main entrance of most

buildings and all patient and visitor garages.

• If you require transportation Monday through

Friday after the Patient Courtesy Shuttle has

closed at 6 p.m., please visit the Rhodes Hall

Information Desk or call 614-293-8500 or

3-8500 (from any hospital phone) for other

transportation information.

22 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Notice of Non-Discrimination

The Ohio State University Wexner Medical Center

and the OSUCCC – James comply with applicable

federal civil rights laws and do not discriminate

on the basis of race, color, national origin, age,

disability or sex.

The Ohio State University Wexner Medical Center

and the OSUCCC – James do not exclude people

or treat them dierently because of race, color,

national origin, age, disability or sex.

The Ohio State University Wexner Medical

Center and the OSUCCC – James provide free

aids and services to help people with disabilities

communicate eectively with us, such as qualiﬁed

sign language interpreters and written information

in other formats (large print, audio, accessible

electronic formats and other formats). We also

provide free language services to people whose

primary language is not English, such as qualiﬁed

interpreters and information written in other

languages. If you need these services, please tell

us at the time you schedule an appointment, tell a

member of your care team or contact Interpreter

Services at 614-293-3369 (TTY: 614-688-8605).

If you believe The Ohio State University Wexner

Medical Center has failed to provide these services

or discriminated in another way on the basis of

race, color, national origin, age, disability or sex, you

can ﬁle a grievance with Patient Experience at 614-

293-8944 or by writing to Patient Experience at 142

Doan Hall, 410 W. 10th Ave., Columbus, Ohio 43210

or to [email protected]. You can ﬁle

a grievance in person, by mail or by email. If you

need help ﬁling a grievance, the Patient Experience

sta is available to help you. You can also ﬁle a

civil rights complaint with the U.S. Department of

Health and Human Services, Oce for Civil Rights,

electronically through the Oce for Civil Rights

Complaint Portal, available at https://ocrportal.hhs.

gov/ocr/portal/lobby.jsf, or by mail or phone at U.S.

Department of Health and Human Services, 200

Independence Ave. SW, Room 509F, HHH Building,

Washington, D.C. 20201, 800-868-1019, 800-537-

7697 (TDD). Complaint forms are available at http://

www.hhs.gov/ocr/oce/ﬁle/index.html.

Patient and Visitor Guide 23

Notes

___________________________________________________________________________

24 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

WE SUPPORT YOUR RIGHT TO

Access Care – You have the right to receive

care when medically necessary no matter your

age, race, ethnicity, religion, culture, language,

physical or mental disability, income level, job,

sex, sexual orientation and gender identity or

expression.

Access Medical Records – You have the right to

see, request a review of, and request changes

to your medical records as allowed by law and

regulation.

Advance Directives – You have the right to

complete an advance directive, including a Do

Not Resuscitate (DNR) order, durable power

of attorney for health care, and living will. Your

right to receive care, treatment and services

does not require you to have these documents

completed.

Access to Ethics Committee – You have

the right to request a meeting with an ethics

committee member to discuss any issues about

your care.

Conﬁdentiality – You have the right to

conﬁdentiality with your medical records, and

any discussions and decisions about your care.

Continuity of Care and Discharge Information

– You have the right to receive written discharge

information from your healthcare team about

your follow-up care.

Designate Others to Make Care Decisions

– You have the right to name a guardian, next

of kin, or other legally authorized responsible

person to make care decisions, including

refusing care, on your behalf if you are unable to

do so, as allowed by law or regulation.

Disclosure – You and your guardian or other

legally authorized responsible person have

the right to receive open, honest, prompt and

easy-to-understand communication from your

healthcare team about your condition and

treatment, including any unexpected outcomes

related to serious medical events in accordance

with HIPAA privacy laws, and the Patient

Information and Disclosure and Apology policies.

Eective Communication – You, your family and

visitors have the right to eective communication

from your healthcare team, unless it is restricted

due to your medical condition or at your request.

Information – You have the right to receive

information from your healthcare team about

your outcomes of care, treatment and services

in a way appropriate for your age, language and

ability to understand, so you can take part in

current and future healthcare decisions.

Information About Charges for Treatment –

You have the right to take part in your treatment

decisions and to receive information about the

cost of treatment.

Informed Consent and Refusal – You have the

right to request information about your care

and to know the risks, beneﬁts, and choices for

treatment, except in an emergency. You may

refuse treatment to the extent allowed by law.

Interpretation and Translation Services – You

have the right to receive and request medical

information in your preferred language. This

includes interpreter services, translation of

information, vision and hearing accommodations.

Know the Identity of Your Caregivers – You

have the right to know the name and role of

those who care for you.

Pain Management – You have the right to have

your pain assessed, evaluated, treated and

reassessed by the healthcare team.

Participate in Decisions About Your Care – You

and your family have the right to be involved

Patient Rights and

Responsibilities

As a patient, you have many rights and responsibilities. If you have any questions about these,

please call Patient Experience at 614-293-8609. If you are unable to ask about your rights, your

guardian or other legally responsible person may do so on your behalf.

Patient Rights and Responsibilities

Patient and Visitor Guide 25

Patient Rights and

Responsibilities

in decisions about your care, treatment and

services provided, including the informed

consent process. You and your family have the

right to have your own doctor promptly notiﬁed

of your admission to the hospital.

Information About Transfers – You have the

right to receive information about a transfer

to another doctor, unit or facility before it

happens.

Patient Visitation – The hospital and

ambulatory care clinics allow a family member,

friend or other individual to be present with you

for emotional support during your stay or visit.

General patient visitation will not be restricted,

limited or otherwise denied on the basis of

age, ethnicity, religion, culture, language,

physical or mental disability, income education,

job, income level, sex, sexual orientation and

gender identity or expression. If you would like

a copy of any patient policy, please contact a

member of your care team.

Positive Self-Image and Dignity – You have

the right to a medical chaperone and to

receive care in an environment that preserves

your personal dignity and contributes to a

positive self-image. You have the right to keep

and use personal clothing and possessions,

use mail services, and use telephones in a

private space unless this impacts on others’

rights or is not medically or therapeutically

advised, based on the setting, patient

population or service.

Privacy – You have the right to personal

privacy during the course of your treatment.

Privacy of Pictures – You have the right to

expect that pictures, recordings or other

images taken by sta that contain any patient

identiﬁers or facial information will be treated

as protected health information and will not

be released to anyone without your consent,

except when required by law or a third-party

payer contract. If you would like a copy of any

patient policy, please contact a member of your

care team.

Protective Services – You have the right to

a safe and secure environment, including

assistance in accessing protective and

advocacy services as needed.

Release of Medical Records – You have the

right to expect that your medical records

will not be released to anyone without your

consent, except when required by law or a

third-party payer contract.

Report Concerns Regarding Care and Safety

– You have the right to share concerns and

receive assistance to settle a complaint without

being pressured, or subject to discrimination,

reprisal or unreasonable interruption of care.

Research and Teaching – Research to

improve health is part of our mission. While

we may use patient information in research,

we will not release information that identiﬁes a

patient unless the patient gives us permission.

You have the right to choose whether or not to

take part in any research study or educational

program. If you decide that you no longer want

to take part in a study, you can stop at any time

and it will not change your access to any care,

treatment or services unrelated to the research.

Respect for Cultural and Personal Values –

You have the right to expect understanding of

your cultural values, beliefs and preferences,

including respect for special religious, spiritual

and cultural practices/services, as allowed by

law.

Respectful Care – You have the right to be

free and protected from abuse, neglect,

inappropriate use of restraint and seclusion,

humiliation, ﬁnancial or other exploitation, and

retaliation.

Safe and Clean Environment – You have the

right to expect to be cared for in a safe and

clean environment. You have the right to report

concerns regarding your care and safety.

Second Opinion – You have the right to ask

for the advice of another doctor if you are

uncertain about your care or treatment plan.

YOUR RESPONSIBILITIES

• Be respectful of your healthcare team,

including all employees of the hospital and

ambulatory care clinics, other visitors and

patients.

• Be thoughtful about your language, behavior

and conduct, and the property of others.

Be mindful of noise levels, privacy and the

number of visitors allowed.

• During your hospital stay, you have a right to

privacy. Out of respect for others, patients and

visitors are not permitted to video/audio record

or take photos of other patients or hospital sta

without their permission.

26 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Patient Rights and Responsibilities

• Give full information about your health and any

changes in your condition to your doctor and other

members of your healthcare team.

• Follow your treatment plan and tell your doctor or

nurse if you have any concerns, so changes can be

made if needed. If you choose not to follow your

care instructions, you will be responsible for the

outcome.

• You and your family are encouraged to ask

questions if you do not understand the information

about your treatment or what to do for your care.

You and your family are also encouraged to ask

questions about patient safety procedures (e.g.,

Have you washed your hands?).

• It is in your best interest to stay in the area where

your care is given to enhance patient safety and

to move forward with your treatment as planned

without unexpected delays or interruptions. You

may leave the unit if approved by your healthcare

team. (For example, patients having certain clinical

conditions or treatments, patients with guardians

or minors, patients with psychiatric illnesses being

treated in Ohio State Harding Hospital or the

Emergency Department, and/or prisoners). If you

choose not to follow these rules, you will be asked

to sign a Patient Safety Agreement. If you would

like a copy of any patient policy, please contact a

member of your care team.

• Follow the Tobacco Free Environment policy.

Smoking or the use of other tobacco products is

prohibited anywhere on hospital or ambulatory

properties.

• Pay your bills in a timely manner. Financial

counseling can be made available upon request.

Your concern is our concern.

If you have any concerns about your care,

treatment or safety, please talk with a member of

your healthcare team or call the Patient Experience

Department at one of the numbers listed on this

page. A sta member will talk with you and connect

you with the best person to help with your issue or

concern. Most concerns can be resolved through

this process.

The Ohio State University Comprehensive

Cancer Center – Arthur G. James Cancer

Hospital and Richard J. Solove Research

Institute

614-293-8609

If at any time you believe you need more help,

you may call:

The Ohio Department of Health, Health

Care Facility Complaint Hotline

800-669-3534

The Ohio Department of Health, Complaints

for Nursing Homes/Health Care, Long-term

Facilities

800-342-0553

TTD: 614-752-6490

The Joint Commission

To report a Patient Safety Event, visit

jointcommission.org and click on the

applicable link in the Action Center.

The Oce of Quality Patient Safety (OQPS)

The Joint Commission

One Renaissance Blvd.

Oakbrook Terrace, IL 60181

800-444-6610

Fax: 630-792-5636

U.S. Department of Health and Human Services,

Oce for Civil Rights

312-886-2359

Ohio Department of Mental Health and

Addiction Services

614-466-2596

TDD: 614-752-9696

Disability Rights Ohio

614-466-7264

TTD: 614-728-2553

KEPRO Inc. (Medicare patients with concerns

regarding discharge)

216-447-9604

Patient and Visitor Guide 27

2 James Channel/Music Streaming

4 NBC/WCMH HD

6 ABC/WSYX HD

7 PBS/WOSU HD

8 FOX/WTTE HD

10 CBS/WBNS HD

12 TLC HD

13 CW/WWHO HD

14 TRAVEL HD

17 TBS HD

18 WOSUOH SD (WOSU)

19 WOSUPL SD (WOSU Plus)

20 HISTORY HD

21 ESPNU HD

22 BTN-primary HD (Big Ten Network)

23 HALLMARK HD

24 BTN-alt1 HD (Big Ten Network Alt. 1)

25 BTN-alt2 HD (Big Ten Network Alt. 2)

26 NBCSN HD (NBC Sports Network)

27 Velocity HD

28 CNN HD

29 USA HD

30 TNT HD

31 ESPN HD

32 ESPN2 HD

33 FSNO HD (Fox Sports Net – Ohio)

34 STO HD (Sports Time Ohio)

35 Newborn Channel (Spanish)

36 Newborn Channel (English)

37 The Patient Channel

38 MeTV/WCMH SD (TV Land)

39 MYTV/WSYX SD

(Spanish Entertainment)

40 DISCOVERY HD

41 A&E HD

42 BIOGRAPHY HD

44 FOOD HD

45 HGTV HD

46 NASA HD

47 USN SD

52 SYFY HD

53 BRAVO HD

61 NGC HD (National Geographic

Channel)

62 GOLF HD

63 FNC HD (Fox News Channel)

64 FX HD

65 LIFETIME MOVIE NETWORK HD

66 Soundscapes SD (Relaxation

Channel)

98 CCTV SD (Chinese Central TV)

TV Channel Listing

28 The Ohio State University Comprehensive Cancer Center – James Cancer Hospital and Solove Research Institute

Quick Telephone Guide

When calling from a hospital phone, dial only the last ﬁve digits of the phone number.

Admitting ................................................................................................................................................. 614-293-8652

Billing .......................................................................................................................................................... 614-293-2100

Cafeteria (BistrOH!) ............................................................................................................................. 614-366-6206

Environmental Services .......................................................................................................................614-685-7888

Financial Assistance ............................................................................................................................614-293-0860

Gift Shop (Scarlet Ribbon) ................................................................................................................. 614-293-8942

Hospital Operator ................................................................................................................................. 614-293-8000

Library for Health Information ...........................................................................................................614-293-3707

Lost and Found (Security) .................................................................................................................. 614-293-8500

Medical Records ....................................................................................................................................614-293-8657

Nutrition Services .................................................................................................................................... 614-293-8711

Outpatient Pharmacy ..........................................................................................................................614-293-5920

Pastoral Care ............................................................................................................................................ 614-293-8791

Patient and Family Resource Center ............................................................................................. 614-366-0602

Patient Education Resources ........................................................................................................... 614-293-5853

Patient Experience ............................................................................................................................... 614-293-8609

Patient Information/Lobby ................................................................................................................. 614-293-3300

Safety and Security .............................................................................................................................. 614-293-8500

Social Work ................................................................................................................................................614-366-5119