4050 Briargate Pkwy Colorado Springs Co 80920

Care management

Care management at Memorial Hospital North is here for you. We work with you, the patient, and your family as an advocate during your hospital stay. Our team consists of Care Managers, Social Workers, and Care Coordinators. Our goal is to work with you, your support person and your health care team in developing a discharge plan so your ongoing care needs can be met when you leave the hospital. We strive to maintain community partnerships for the health and well-being of our patients.

We work closely with all of the Memorial Hospital North team to determine a discharge plan best for you.

Please call 719.365.5745 to speak to a member of the care management team.

Complaints and grievances

Memorial Hospital strives to meet patients' expectations for care and service in a consistent manner. Patients, or their personal representatives, have the right to submit a verbal or written complaint 24 hours a day. Memorial Hospital and its Board of Trustees have approved the following process to assist you with the complaint or grievances process.

If you voice a complaint to a Memorial Hospital staff member, and you are satisfied with the actions taken on your behalf, the complaint is considered resolved.

Filing a grievance

If your verbal complaint is not promptly resolved to your satisfaction as stated in Step 1, or if you verbalize your request to file a grievance, or submit a written complaint, the complaint will be forwarded to the Memorial Hospital Patient Representative Office. Complaints are received 24 hours a day at 719.365.5621. The Patient Representative will contact the patient within three (3) calendar days to acknowledge that it was received.

Medicare Beneficiaries: If the grievance concerns the quality of care, or premature discharge from the facility, the Patient Representative will immediately refer the grievance to Case Management. At the patient's request, the grievance will be referred to the Hospital Quality and Patient Safety Committee of the Board of Trustees. Patients also have the right to appeal an impending hospital discharge.

Investigation

The Patient Representative will conduct a quality review of the grievance in collaboration with leadership from the area/unit at Memorial. The Patient Representative will provide you a written response regarding the grievance investigation within seven (7) calendar days from the time the grievance was received.

Appealing the grievance

If you are dissatisfied with the quality review outcome, at your request, the grievance will be forwarded to the Memorial Hospital Chief Executive Officer (CEO) or his designee for an appeal review. The CEO or designee will investigate and provide a written response of his/her findings to you within ten (10) calendar days. The Patient Representative will contact you upon receipt of the appeal to acknowledge that it was received.

Referral to the Colorado Department of Public Health and Environment

If you remain dissatisfied with the CEO or designee's response, at your request, the Patient Representative will forward the grievance and all-related reports to the Department of Public Health and Environment. Information regarding the Department of Public Health and Environment's investigation will be directly communicated to the patient by the state.

You may also file a grievance directly with the Colorado Department of Public Health and Environment, Executive Director, Health Facilities Division, or the Colorado Department of Regulatory Agencies. Memorial Hospital is also a Joint Commission-Accredited organization, which means patients may also contact the Joint Commission.

Colorado Department of Public Health and Environment
Executive Director Health Facilities Division 4300 Cherry Creek Drive South
Denver, CO 80246
Phone: 1-303-692-2800 or 1-800-886-7689, ext. 2800

Colorado Department of Regulatory Agencies:
303-894-7855 or 800-886-7675.

The Joint Commission
Office of Quality Monitoring One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Toll-free: 1-800-994-6610
Fax: 1-630-792-5636
Email: complaint@jointcommission.org

https://www.jointcommission.org/

For more information on Memorial's grievance process, please contact the Patient Representative Office at 719-365-5621 or 1400 E. Boulder St., Colorado Springs, CO 80909 or patientreps@uchealth.org.

Patient rights and responsibilities

Emergency Medical Services (EMS)

UCHealth EMS combines the latest technology and innovation to provide:

• 911 emergency ambulance services
• interfacility transportation
• critical care ground transport services
• air medical operations
• event medicine services
• community paramedics

Learn more

Food services

Terrace Cafe
Monday – Friday: 7 a.m. – 2 p.m. and 5 p.m. – 7 p.m.

Northern Star Bistro
Monday – Friday, 6 a.m. – 11 p.m.

Room Service

Patients can order room service at any time during business hours. Guests may enjoy room service by purchasing a voucher from our café during regular business hours. The room service associate will collect the voucher upon delivery of your meal. Family members may order meals for a patient from outside the hospital. Some menu items may be restricted to adhere to a special diet ordered by the physician. The room service associate will help with menu selections.

Nutrition Services at Memorial Hospital North

Outpatient Nutrition Counseling:

To schedule an outpatient appointment with a dietitian, call 719.365.6881.

Inpatient Nutrition:

While you're a patient in the hospital, our dietitians will monitor your nutritional status. If you have a special dietary request prior to your admission, please call 719.364.6368

Memorial Hospital offers At Your Request Room Service Dining.

Interpretation and translation services

Please call 719-365-8581 for information about interpretation and other language assistance services.

Medical records

Memorial Hospital North
Medical Records
Room AG105 (located in the basement adjacent to the café)
4050 Briargate Parkway
Colorado Springs, CO 80920
Hours: Monday through Friday 9 a.m. to 4 p.m.
Phone: 719-364-2351
Fax: 719-364-3540

Memorial Hospital Central
Health Information Management (Medical Records)
Room 2402 (located on the 2nd floor adjacent to the parking ramp)
1400 E. Boulder Street
Colorado Springs, CO 80909
Hours: Monday through Friday 9 a.m. to 4 p.m.
Phone: 719-365-5277
Fax: 719-365-6974

Our mission is to store, protect and deliver accurate medical information to authorized users in support of UCHealth.

Reviewing Your Medical Record or Your Child

You may review your or your child's protected health information in the health information management department at UCHealth during business hours.

Online Medical Records Request

We recommend you securely request your medical records online for faster service. Select "Online Records" to login to My Health Connection and follow the instructions.

Request for Pick-up of Medical Record Copies

You may also request a printed copy of your medical records. However, UCHealth is required by law to obtain your written permission before releasing any copies. If you desire to receive a copy of your medical records:

• Step 1: Complete the Request for Medical Records form to make your pick-up request. If someone other than the patient will be picking up records proceed to step 2.
• Step 2: Print, complete and bring with you the "Authorization to Disclose Protected Health Information form" to one of our locations.
  – Authorization to Disclose Health Information – English (PDF)

We are not able to accept or respond to email requests and do not fax copies.

Parking

Patient rights

Privacy (HIPAA) and your information

At your request we keep information about your hospital stay private and confidential, as required by federal law (the Health Insurance Portability and Accountability Act, or HIPAA).

One way we maintain your privacy is to set up a special password at your request. You tell us this password, which you may share with friends and family so they can find out how you're doing. When callers give us your password, we can update them on your progress. If callers don't know the password, we cannot tell them anything about your condition.

We'll write your password on a notecard for you to keep.

Advance directives and living wills

We can help you complete a Living Will or other advance directive at your pre-admission appointment. These legal documents spell out the care you want — or don't want — in case you cannot make your own decisions and communicate them to us.

Learn more about advance directives and living wills

Pet policy

We welcome the presence of family pets of inpatients as appropriate and under certain guidelines to ensure safety for all patients and visitors. If you are interested in learning more about pet visitation, please talk with a nurse.

Preparing for your stay

What to expect when you arrive

At Memorial Hospital North, patients and families are our partners in health.

While you are at the hospital, "speak up" and let us know:

• What you think
• If you are worried about anything
• What you may need

Our hospital is designed with you and your family in mind. While your hospital stay may not be easy for you, we intend to offer the very best care, emotional support and education throughout your time with us.

What to bring

• A list of your current medications
• A few personal belongings
• Clothes to wear when you go home from the hospital

What not to bring

• Items of great value to you

Going home

We want you to be fully prepared for going home. We will let you know an approximate date for discharge when you are admitted. If we don't share that with you, please ask us.

Security

UCHealth takes great measures to make sure our facilities are safe.

• A security patrol monitors the facilities and parking lots 24 hours a day, seven days a week.
• Parking lots are well lit.
• Escorts are available to walk you to your car.
• Our Birth Center has a special security system.

Security in parking areas

• Each parking lot has ample lighting to ensure optimum visibility when walking to and from your car.
• Emergency "Blue" phones are located throughout parking lots and garages, as well as along all pedestrian walkways (pictured).
• Security also provides a variety of support activities for staff, patients and visitors including:
  • Escorts to and from personal vehicles.
  • Recharging dead vehicle batteries.
  • Security staff patrols all parking lots, garages and pedestrian walkways on a scheduled routine basis.
• All parking lots are monitored 24/7 by security camera systems.

Security staff

• On-site security is present 24/7.
• Security personnel staff the Emergency Department at all times.
• Security personnel stay in constant contact with the call center and have a direct connection to area law enforcement.
• The 24-hour call center keeps a constant watch on exterior and interior activities.
• Security officers also staff the visitor entrances throughout the day.

Smoke and tobacco free campus

Smoking and Tobacco products of any kind are not permitted anywhere inside or on the grounds of Memorial Hospital North.

Smoking Products include Any cigar, cigarette, pipes, or any smoking device or substance which is lighted and inhaled. This includes E-cigarettes.

Tobacco Products include Cigars, cigarettes, pipes, chewing tobacco, or snuff.

Spiritual care

Through spiritual care at Memorial Hospital North, our chaplains provide support and comfort to everyone — patients, family members, friends and staff.

Being in the hospital, or having a loved one hospitalized, can be stressful and emotional.  Chaplains are available to help you work through the anxiety that often accompanies a hospital stay and talk with you about how hospitalization affects your spiritual journey. We are available to share a prayer or listen with an open mind and heart. If you prefer, we can also contact your own faith community.

Monday-Friday 8 a.m. to 4:30 p.m.

719.364.2427

Our chaplains can assist in or perform a variety of religious rites

You can contact spiritual care at Memorial Hospital Central to request the following:

• Communion (Catholic or Protestant)
• Anointing (Catholic or Protestant)
• Baptism or child dedication
• Weddings
• Funerals or memorial services

10 reasons to call a chaplain

1. When you need to speak with someone about spiritual or emotional concerns.
2. When you feel the need for prayer or would like to receive a blessing or the sacraments.
3. When you need help finding or contacting spiritual resources in the community. Our chaplains will contact your faith community.
4. When there is a new diagnosis or a recurrence, especially of a serious or life-limiting disease.
5. Before surgery or another procedure that might create anxiety or fear.
6. When a difficult ethical decision needs to be discussed or advanced directives need to be made (DNRs, living wills, etc.)
7. To be with family and friends during difficult times or if there is family conflict.
8. To struggle together with unanswerable questions like "Why is this happening to me?" or "Where is God?"
9. When a patient is facing death or to help with funeral arrangements.
10. When a staff member needs support.

Transportation and lodging

Memorial Hospital North has many lodging options nearby to choose from. Some hotels offer a reduced patient/visitor rate, please check with the property before you book your reservation.

Visitors

COVID-19 update: To keep our patients, visitors, and staff safe, visiting hours and processes may differ from the information below. Please click here to see updated visiting information.

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Whether you're a patient or visiting a patient at Memorial Hospital North, there are a few things you need to know. For more details, please see the Patients' Handbook available at our hospital locations.

Visitor Hours: Visitors are welcome at Memorial Hospital North because we know they can be helpful in recovery. There are no set hours for visiting. However, we ask that visitors not come too early or stay too long. Children are welcome to visit patients. Please be considerate and keep your visit brief if the patient is in pain or in need of rest.

WiFi

UCHealth Memorial Hospital North offers free internet access, our network is UCH-Visitor.

4050 Briargate Pkwy Colorado Springs Co 80920

Source: https://www.uchealth.org/locations/uchealth-memorial-hospital-north/

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