P H

T ABLE OF C ONTENTS 

1 | Letter from the CEO 

2 | About Us, Our Mission & Our Vision 

4 | Doctor List Tracker 

5 | Where Am I? 

6 | General Information 

Visitor Guidelines 

Parking & Valet Services 

Smoke-Free Environment 

Automated Teller Medicine (ATM) 

Cell Phones 

Wireless Internet Services 

Gift Shop 

Guest Dining 

Guest Meals 

Debbie-Rand Memorial Service League 

10 | Information About Your Room 

Your Room 

Calling for Assistance 

Patient Information Boards (White Dry-Erase Boards) 

Securing of Valuables 

Telephone 

TV & Channels 

Environmental Services 

13 | What to Expect During Your Stay 

Bedside Report 

Morning Laboratory Tests 

Physician Team 

Food & Nutrition – Patient Meals 

Patient-Centered Rounding 

Keeping Your Personal Information Safe 

The Discharge Process 

17 | Keeping You Safe & Involved in Your Care 

Stay Safe & Speak Up 

Patient Identification 

Managing Your Medications 

Rapid Response Teams 

Preventing Falls 

Preventing & Treating Pressure Ulcers 

Pain Management 

Preventing Infections 

24 | Information About Your Rights 

30 | Your Hospital Experience 

31 | Information About Your Records and Hospital Bill 

Requesting Copies of Your Medical Records 

Billing: What a Hospital Bill Covers 

Pre-Certification 

Medicare 

Important Reminders

L ETTER FROM THE CEO 

Welcome to Boca Raton Regional Hospital and thank you for 

choosing our facility for your medical needs. We are confident 

that you will benefit from the high quality care and state-of-the-art 

technology we provide. 

Boca Raton Regional Hospital has been a vital and integral part of 

our service area for 45 years. During that time we have grown from 

a capable community hospital into one of the preeminent medical 

centers in Florida. 

This patient handbook has been designed to assist you and your 

loved ones through your Hospital stay. It explains patient rights 

and responsibilities, as well as processes that you can expect 

and Hospital services that are offered. Please take the time to 

familiarize yourself with this information and do not hesitate to 

talk to any of your caregivers should you have questions. 

On behalf of our entire Hospital staff, I extend best wishes to you 

for a favorable stay and quick return to good health and wellbeing. 

Should you have any comments or suggestions, I would 

encourage you to call Patient & Guest Relations at 561.955.4358. 

Sincerely, 

Jerry J. Fedele 

President & CEO 

Boca Raton Regional Hospital 

Advancing the Boundaries of Medicine. 

1

A BOUT U S 

Born out of compelling need in 1967, Boca Raton Regional 

Hospital has consistently focused its efforts and resources on one 

mission and one purpose only – the health and welfare of the 

patients it serves. The Hospital is a recognized leader in oncology, 

cardiovascular disease and surgery, minimally invasive surgery, 

orthopedics, women’s health and emergency medicine, all of 

which offer state-of-the-art diagnostic and imaging capabilities. 

The Hospital has 400 licensed beds, over 800 physicians, a nursing 

and support staff of over 2,000 and 1,200 volunteers. 

O UR M ISSION 

Boca Raton Regional Hospital delivers the highest quality patient 

care with unrelenting attention to clinical excellence, patient satisfaction 

and patient safety. Our team of professionals demonstrates 

unparalleled compassion and commitment to those we serve. 

O UR V ISION 

To be the preeminent regional leader in healthcare delivery and 

the hospital of choice for patients, physicians, employees and 

volunteers. 

2 Boca Raton Regional Hospital

DOCTOR L IST T RACKER 

What is that doctor’s name again? Use this to help keep track of 

the doctors providing care for you during your stay. 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 

Name: ________________________________________ 

Number: ______________________ 

Specialty:______________________________________________________________________ 


W HERE A M I? 

2nd Floor Cardiovascular Intensive Care Unit (CVICU) 561.955.4900 

2nd Floor CVICU Stepdown/Telemetry Services 561.955.4410 

2nd Floor Surgical Intensive Care Unit (SICU) 561.955.4420 

4th Floor Telemetry/Post-Interventional Care 561.955.4440 

4th Floor Intensive Care Unit (ICU) 561.955.4446 

5th Floor Cardiac Services 561.955.4450 

6th Floor Surgical Services 561.955.4460 

7th Floor Orthopedic Institute 561.955.4470 

8th Floor Oncology Services 561.955.4480 

9th Floor Neuroscience/Stroke Services 561.955.4490 

9th Floor Rockwell Suites 561.955.5595 

Wold Family Center for Emergency Medicine 561.955.2000 


5

G ENERAL I NFORMATION 

Visitor Guidelines 

We encourage visitors for a patient’s emotional support and 

recovery. To provide a restful and safe environment, guests are 

asked to conclude their visit by 8:00pm. We ask that all visitors 

comply with the following guidelines: 

• Be considerate of other patients by keeping noise to 

a minimum 

• Refrain from visiting if you have a cold, sore throat or any other 

contagious condition 

• Observe precaution signs before entering the room 

• Step out of the room during tests or treatments, when asked 

Patients may designate a family member or friend to serve as a 

support person during their stay. When requested, Boca Regional 

will make every effort to accommodate extended visitation for the 

support person. However, there may be limitations based on the 

clinical condition of the patient or the effect to other patients. 

Please speak with the Charge Nurse or Director of your unit 

regarding these accommodations. 


Parking & Valet Services 

As a courtesy to our patients and family members, we provide free 

valet parking services outside of the main entrance on the east side 

of the Hospital. Valet services at the main entrance are offered: 

Monday through Friday: 8:00am to 8:00pm 

Saturday and Sunday: 9:00am to 8:00pm 

If you do not wish to utilize our valet services, there are two parking 

lots available to patients and visitors at no charge. One is on 

the east side, outside the main entrance and Outpatient Surgical 

Services. The other lot is on the west side near Toppel Family Place 

and the Wold Family Center for Emergency Medicine. 

For patients visiting our Wold Family Center for Emergency Medicine, 

Boca Regional offers valet services outside the front entrance 

to the Center. There is also additional parking for emergency 

patients and visitors, located across Meadows Road, in the 745 

building parking lot, in the indicated spots marked clearly in red. 

Should there be construction to any of the buildings on the 

Hospital campus, parking options may change, so please be 

vigilant of any signage that directs patients and visitors to park 

elsewhere. We appreciate your cooperation and understanding. 

Smoke-Free Environment 

As part of our commitment to providing a safe and healthy 

environment, Boca Raton Regional Hospital maintains a no 

smoking policy. Smoking is prohibited in all buildings and on all 

grounds of the Hospital campus, including parking lots. This policy 

extends to all employees, patients and visitors. Thank you for your 

cooperation. 

Automated Teller Machine (ATM) 

For your convenience, there is an ATM machine located on the first 

floor by the main elevators, across from the Gift Shop. 


7

Cell Phones 

Cell phones are permitted in your room and throughout the 

Hospital. Please note that there are areas of the Hospital where 

reception may be intermittent due to medical equipment. Please 

keep your cell phone with you or store it in your bedside table. 

Boca Raton Regional Hospital is not responsible for any items that 

may be lost or stolen during your Hospital stay. 

Wireless Internet Services 

Free WiFi service is available for patients and guests. When 

searching for available wireless networks from your mobile 

device, select BRCHGUEST. You will need to accept the terms 

and conditions prior to accessing the Internet connection. The 

connection should then occur automatically, providing you do not 

have any unique configuration set in your browser. Please contact 

Patient & Guest Relations at ext. 4358 if you need assistance. 

Gift Shop 

The Debbie-Rand Memorial Service League Gift Shop is staffed by 

volunteers and all proceeds are donated to the Hospital. Attractive 

and reasonably priced merchandise such as candy, jewelry, 

giftware, flowers, baby gifts and stuffed animals are available for 

purchase. We welcome telephone orders (561.955.4100) or in-shop 

customers. 

Hours of operation: 


Saturday and Sunday: 10:00am to 5:00pm 

Guest Dining 

There are two dining options available for your family and friends. 

The Fountain Grill offers breakfast and lunch in a diner-style 

environment. It is located in the main hallway between the main 

lobby and the Gift Shop. Only cash tender is accepted. An ATM is 

conveniently located directly across from the Gift Shop. 


Hours of operation: 


The Cafeteria offers breakfast, lunch and dinner options ranging 

from quick-take items to hot foods. It is located beyond the main 

elevator and is open seven days a week: 

Breakfast is served from 6:30am to 10:00am 

Lunch and dinner are served from 11:15am to 7:00pm 

Guest Meals 

Guest trays are available for purchase during patient meal times. 

The cost is $5 per meal and arrangements can be made through 

your host/hostess or by calling the Dietary Supervisor at ext. 3246. 

Debbie-Rand Memorial Service League 

Each year 1,200 people donate as much as 155,000 hours of service 

as Debbie-Rand Memorial Service League volunteers, meeting the 

needs of patients, their families and the staff at Boca Raton Regional 

Hospital. Our volunteers work in over 60 departments and are an 

integral part of the Hospital: acting as Hospital ambassadors to 

patients, employees and visitors; assisting patients and staff on 

a nursing unit; raising funds for equipment and services; serving 

on an event planning committee; helping with our Pet Therapy 

program; delivering flowers and so much more. They include high 

school and college students, adults and retirees and even former 

patients. They play a valuable and meaningful role in the lives of 

our patients throughout our Hospital. Over the years, our program 

has evolved into one of the largest hospital-based volunteer 

services in the country. 

If you are interested in volunteering at Boca Raton Regional 

Hospital, please call the Debbie-Rand Memorial Service League 

volunteer office at 561.955.4098. 


9

I NFORMATION A BOUT Y OUR R OOM 

Your Room 

In addition to semi-private rooms, Boca Regional also offers 

private rooms, located on the eighth and ninth floors, and spacious 

Rockwell Suites, located in a separate and secure wing on the ninth 

floor. For more information on private-room accommodations or 

to request one of these rooms, contact Patient Access at ext. 4365. 

Calling for Assistance 

You are able to request assistance by using the call buttons 

located on the sides of your bed rails, the call remote connected 

to the wall and assistance buttons located in the bathroom. When 

any of these devices are used, it will notify the staff at the nurse’s 

station and will allow you to speak directly to them to relay your 

request. Please be as specific as possible so that we can meet your 

personal needs. 

Patient Information Boards (White Dry-Erase Boards) 

A patient information board is located in each room directly in 

front of the bed. It is updated daily with the names and phone 

extensions of the staff members involved in your care. 


Securing of Valuables 

During your admission process, the staff will request that you send 

any jewelry, cash, credit cards and other valuables home with a 

friend or family member while you are hospitalized. If you cannot 

send your valuables home, you will be asked to secure these 

items in the Hospital safe until you are discharged. If you require 

eyeglasses, hearing aids and/or dentures during your stay, please 

store them on your bedside stand when not in use. Please do not 

leave them on your bed or on top of your food tray – they may be 

damaged or lost. Be sure to take these items with you when you 

are transferred to a new room or discharged from the Hospital. 

Boca Raton Regional Hospital is not responsible for any items that 

may be lost or stolen during your Hospital stay. 

Telephone 

For your convenience, telephones are provided in each room to 

make local calls and/or contact members of your healthcare team. 

For local calls outside of the Hospital, dial “9” followed by the 

seven digit number. For calls made to Hospital departments or 

staff listed on your patient information board, simply dial the four 

digit phone extension. 


11

TV & Channels 

Televisions are provided in each patient room. Please be considerate 

of others by keeping the TV volume down and turning off your 

TV at bedtime. Channel listings are below: 

2 

WPBT (PBS – 2 Miami) 

33 

ESPN 

3 

WPTV (NBC – 5 WPB) 

34 

ESPN 

4 

WTVX (The CW – 34 Ft. Pierce) 

35 

Sun Sports 

5 

Home Shopping Network 

36 

Golf Channel 

6 

WXEL (PBS – 42 WPB) 

37 

Fox Sports Net Florida 

7 

WGN (The CW – 9 Chicago) 

38 

Univision (Esp) 

8 

WPXP (ION – 67 WPB)) 

39 

WSCV (TELE-51 Miami Esp) 

9 

WPEC (CBS – 12 WPB) 

40 

CNN 

10 

WPBF (ABC – 25 WPB) 

41 

Headline News 

11 

WFLX (Fox – 29 WPB) 

42 

MSNBC 

12 

QVC 

43 

CNBC 

13 

WFGC (CTN – 61 PB) 

44 

Fox News Channel 

14 

WBZL (The CW – 39 Miami) 

45 

C-SPAN 

15 

WTCN (MyTV – 15 Stuart) 

46 

C-SPAN2 

16 

WAMI (TeleFutura – 69 Miami Esp) 

47 

USA Network 

17 

WHDT (IND – 59 Stuart) 

48 

TNT 

18 

WLRN (PBS – 17 Miami) 

49 

TBS 

19 

TEN (PBC School Board) 

50 

The Learning Channel 

20 

Government Access 

51 

The History Channel 

21 

WPLG (ABC – 10 Miami) 

52 

Animal Planet 

22 

WSVN (FOX 7 – Miami) 

53 

Discovery Channel 

23 

TV Channel Guide 

54 

A&E 

24 

Lifetime 

55 

AMC 

25 

Court TV 

56 

Bravo 

26 

BRRH - (Gastroenterology) 

57 

Hallmark Channel 

27 

BRRH - (Cardiopulmonary) 

58 

The Weather Channel 

28 

BRRH - (Patient Channel) 

59 

Disney Channel 

29 

BRRH - (Stress Medicine) 

60 

Cartoon Network 

30 

BRRH - (Bingo) 

61 

Nickelodeon 

31 

BRRH - (Community Lectures) 

62 

TV Land 

32 

Shop NBC 

64 

ABC Family 


Environmental Services 

The Environmental Services Department at Boca Regional provides 

housekeeping services to the facility. Your room and bathroom will 

be cleaned everyday between the hours of 8:00am and 4:00pm 

by one of our trained Environmental Services staff members. The 

nursing staff provides bed linens, towels and toiletries. 

If your room needs attention or if there is an unexpected clean-up 

required, services are available 24 hours a day, seven days a week 

by calling ext. 5295 or notifying your nurse. 

W HAT TO E XPECT 

D URING Y OUR S TAY 

Bedside Report 

We want you to be an active participant in your care. The nursing 

staff will provide their shift-to-shift report, which will be completed 

at your bedside. By including the patient in the hand-off, you can 

clarify information about your care, ask questions and provide 

additional information you think is important to keep you safe 

during your Hospital stay. 

Morning Laboratory Tests 

While you are in the Hospital your doctor may order daily blood 

work to monitor your condition and treatments. In order for the 

results to be available to your physician during morning rounds, 

our laboratory staff will draw your blood very early in the morning. 

For your safety, the laboratory staff will validate your name and 

other identifiers, such as your date of birth or Hospital account 

number, to the test that was ordered and when drawing your blood. 

Physician Team 

While you are in the Hospital, there may be several physicians 

involved in your care. 


13

Attending physician: Primary physician responsible for your care 

throughout your hospitalization. This physician can be an internal 

medicine physician, surgeon, hospitalist or specialty physician. The 

attending physician may seek consultation from other physicians, 

depending on your condition. The attending physician is responsible 

for entering your discharge orders and completing your prescriptions. 

Hospitalist: Physician who is trained in internal medicine or family 

practice and specializes in the care of patients while they are in the 

hospital. This physician does not have an office or office practice. 

The hospitalist often serves as the attending physician for patients 

who are not active with a local physician or to manage the medical 

care of patients undergoing surgical procedures. 

Intensivist: Physician who is trained in pulmonology and specializes 

in the care of patients while in the critical care or intensive care unit 

(ICU). The intensivist directs and coordinates the medical care of 

the patient while in the ICU. The intensivist is based in the Hospital 

to be immediately available to care for critically ill patients. 

Consultant: Specialty physician who is requested by the attending 

physician to provide consultative and specialty services in the care 

of patients. Consultant physicians often include specialties such as 

cardiology, nephrology, gastroenterology and infectious disease. 

Consultants may see the patient throughout the hospitalization or 

may sign off from care before the patient is ready for discharge. 

Food & Nutrition – Patient Meals 

We strive to provide our patients with the highest quality of nutrition, 

no matter what type of diet your physician has prescribed. The 

quality of food, food temperature, explanation of diet (courtesy 

of your host/hostess) and presentation of your meal trays are all 

priorities in our service to you. 

Your host/hostess will provide you with a menu, which will include 

all your meal options and varies depending on each patient’s 

nutritional needs. After you have made your selection, return the 

menu to your host/hostess. 


Meals are served between 7:00am and 10:00am for breakfast, 

11:15am and 2:00pm for lunch, and 4:15pm and 6:30pm for dinner. 

Light snacks and sandwiches are also available upon patient 

request. 

If you have questions concerning your dietary needs while 

hospitalized, please ask your host/hostess for assistance. If you 

need to speak to one of our dietitians, your nurse will contact him/ 

her for you. 

Patient-Centered Rounding 

Your safety is important to us. To ensure you have important items 

such as a telephone, TV remote and nurse call button within reach, 

the staff will visit your room every two hours. They will also assist 

you to the restroom and with repositioning. If you are having pain 

that requires medication or other interventions, the staff will inform 

your nurse to assist you. 

Keeping Your Personal Information Safe 

Please assist us in keeping your personal information secure. 

Boca Regional staff will never call your room to request personal 

information such as your social security number or date of birth. 

If this information is needed, one of our staff members will obtain 

it from you in person. All staff, physicians and volunteers entering 

your room should have an identification badge with their name, 

department and photo. 

The Discharge Process 

Planning for your safe transition home or to another setting for 

your recuperation begins when you arrive at the Hospital. Your 

post-hospital plan of care is dependent upon factors such as your 

medical condition, living arrangements, support systems and 

insurance coverage. Your physician will recommend what level of 

medical care and services you will require and Case Managers will 

assist you and your family in developing the best plan for your 

circumstances. Case Managers are specially-trained nurses and 

social workers. They are assigned to each of the patient care areas 

and will work with you during your hospitalization. 


15

Your attending physician determines when you are ready to be 

discharged. Even though consulting physicians or surgeons caring 

for you may say that you can be discharged from their standpoint, 

it is the attending physician who makes the final determination. 

Your attending physician will complete your discharge order, 

instructions and medications. To ensure that you are discharged 

safely, there are several important steps in this process that need to 

be completed, including reconciling your medications, providing 

education on your condition and care, reviewing your discharge 

instructions and arranging for equipment and transportation, if 

needed. Please understand that all of this takes time to complete. 

There may even be times when your physician wants you to receive 

a final dose of medication or an examination before he/she will 

enter the final discharge order. A safe and coordinated transition 

is important for your recovery. 

You will be provided with discharge instructions that include the 

following information: 

• What medications you should take including the dosage, route 

and frequency 

• What medications you should no longer take after discharge 

• What, if any, dietary restrictions you need to follow and for 

how long 

• What kinds of activities you can and can not do, and for 

how long 

• How to properly care for any injury or incisions you have 

• What follow-up tests you may need and when you need to 

schedule them 

• When you need to see your physician(s) 

• What signs and symptoms to watch out for and when to alert 

your physician 

• Telephone numbers to call if you or your caregiver has any 

questions pertaining to your after-hospital care 


K EEPING Y OU S AFE & 

I NVOLVED IN Y OUR C ARE 

Stay Safe & Speak Up 

Patients at Boca Regional are encouraged to SPEAK UP to 

help ensure the quality of their care. The Joint Commission, an 

organization that provides accreditation services for hospitals, 

sponsors this informational program designed to help patients be 

more informed about their care. 

S : Speak up if you have questions or concerns. If you still do 

not understand, ask again. It is your body and you have a right 

to know. 

P : Pay attention to the care you get. Always make sure you are 

getting the right treatments and medicines by the right healthcare 

professionals. Do not assume anything. 

E : Educate yourself about your illness. Learn about the medical 

tests you get, and your treatment plan. 

A : Ask a trusted family member or friend to be your advocate 

(advisor or supporter). 

K : Know what medicines you take and why you take them. 

Medicine errors are the most common healthcare mistakes. 

U : Use a hospital, clinic, surgery center or other type of healthcare 

organization that is carefully reviewed for quality of care 

by outside organizations. For example, The Joint Commission 

visits hospitals to see if they are meeting The Joint Commission’s 

quality standards. 

P : Participate in all decisions about your treatment. You are the 

center of the healthcare team. 

Research shows that patients who take part in decisions about 

their own healthcare are more likely to get better faster. 


17

Patient Identification 

Before administering medications, providing transportation or 

performing procedures and treatments, we will validate your name 

and other information such as your date of birth or Hospital account 

number listed on your identification band. You will be asked this 

information repeatedly throughout your stay. We understand that 

this may be repetitive; however, this verification process is a critical 

component of our patient safety program and ensures the right 

care is provided to the right patient at the right time. 

Managing Your Medications 

On admission: You will be asked about the medications you are 

taking at home. Please bring a list of your medications, the strength 

and frequency. This list should include all prescriptions, samples, 

over-the-counter items, nutraceuticals, vitamins, herbal remedies 

and vaccines. Your physician uses this list to determine which 

medications should be continued, changed or stopped during 

your hospitalization and to evaluate for potential interactions. 

During your stay: Your doctor may prescribe new medications for 

you. Be sure that you understand exactly what they are and why 

they are being prescribed. For your safety, you are not permitted 

to take your own medication. 

At discharge: The final medication reconciliation is completed by 

the physician. You will be provided with a list of your medications 

that should be stopped and those that should be continued when 

you are at home. It is important that you manage your medication 

information by giving a list to your primary physician, updating the 

list frequently and carrying your medication information with you 

at all times in case of emergency. 

Rapid Response Teams 

Boca Raton Regional Hospital is dedicated to making our facility 

the safest place for our patients and families. Changes in conditions 

can happen any time a patient is in the hospital. This includes just 

after surgery, during medical tests or when a patient is recovering 

from an illness. 


The purpose of Rapid Response Teams is to get help before there 

is a medical emergency. As a patient or family member, we consider 

you part of the Boca Regional healthcare team. If you ever feel your 

loved one is in distress, such as a change in level of alertness, new 

confusion, agitation or changes in breathing, please contact your 

nurse immediately! If your nurse is not immediately available, do 

not wait! Call our Rapid Response Team by dialing 5555 from any 

Hospital phone. 

Preventing Falls 

Patients of all ages are at risk for falls. Common reasons for falls in 

the Hospital include weakness, dizziness, drops in blood pressure 

and being unfamiliar with your new surroundings. Follow these 

guidelines during your Hospital stay to help keep you safe: 

• Encourage family members and/or your support person to 

remain with you as much as possible 

• Ask if you are taking medications that make you more 

susceptible to falls because of the side effects of dizziness or 

drops in blood pressure 

• Always ask for assistance before getting out of bed or when 

using the bathroom or bedside commode 

• Wear non-skid socks or slippers; non-skid socks are available 

from your nurse 

• Keep frequently used items such as the nurse call button, 

telephone, tissue and glasses within reach 

Preventing & Treating Pressure Ulcers 

A “pressure ulcer” is injury to the skin and underlying tissues. They 

are also called “bed sores” and “decubitus.” Pressure ulcers are 

caused by: 

• Prolonged pressure causes changes to the skin and 

underlying tissues 

• Pressure cuts off the blood supply that brings oxygen and 

nutrients to the tissues 

• Sliding down in a bed or chair can also stretch and close 

blood vessels 


19

• Pressure that closes the blood vessels causes tissues to die and 

a pressure ulcer to form 

Pressure ulcers are found most often on body parts that have the 

most pressure when you are lying or sitting, or on the heels. They 

can start out looking like an area of redness or a different color 

than normal skin and may become a scab or a wound. You can be 

at risk for developing a pressure ulcer when you are acutely ill, are 

unable to change position in bed or in a chair, have wetness from 

loss of bladder or bowel control, not eating or drinking enough 

and being of advanced age. These are steps you can take to 

prevent and treat pressure ulcers: 

• Allow your nurse to inspect your skin 

• Eat a healthy, balanced diet and drink enough fluids 

• Protect your skin from pressure by changing your position in 

bed at least every two hours, shift your weight in a chair at least 

every 15 minutes and avoid sliding or dragging in and out of 

the bed or chair 

• Protect your skin from moisture by keeping it clean and dry 

• If you have leaking urine or stool, use barrier creams to protect 

your skin, use absorbent pads while in bed and use briefs while 

out of bed 

Pain Management 

Boca Raton Regional Hospital’s healthcare team cares about your 

comfort and your well-being. We recognize that each person will 

experience pain differently. As part of your individualized plan for 

pain management, we will regularly assess your pain by asking 

various questions such as the location and description of your 

pain, as well as what makes the pain feel better or worse. We 

will ask you to tell us what an acceptable level of pain is for you. 

Understanding that there are many ways to alleviate pain, we will 

tailor your pain management accordingly. We ask that you inform 

your nurse during early signs of pain so that we can intervene as 

soon as possible to keep you comfortable. Let your doctor or 

nurse know if you experience any unwanted effects from the pain 

medications. 


Preventing Infections 

Hand hygiene is the key to preventing infection. Our staff will 

cleanse their hands before and after direct contact with you. This 

may be done with soap and water or they may choose to use the 

antiseptic foam available in each room. If you have not seen your 

caregiver clean his or her hands, we encourage you to remind 

them. Hand hygiene is also important for your friends, family and 

yourself. 

Alchohol-based hand cleaners are as effective as soap and water 

in killing germs. To use, apply the cleaner to the palm of your hand 

and rub your hands together. Keep rubbing over all the surfaces 

of your fingers and hands until they are dry. When washing your 

hands with soap and warm water, do so for 15 to 20 seconds (or 

the same amount of time that it takes to sing the “Happy Birthday” 

song twice). 

Patients may require the use of an indwelling urinary or intravenous 

catheter or undergo surgery during their Hospital stay. A urinary 

catheter is a thin tube placed in the bladder to drain urine. Boca 

Regional takes every precaution to prevent infections associated 

with these devices and procedures. To prevent an infection of the 

urinary tract, the doctors and nurses will: 

• Insert catheters only when medically necessary and remove 

them as soon as possible 

• Clean their hands with soap and water or an alcohol hand rub 

before and after touching the catheter 

• Keep the drainage bag below the level of your bladder at 

all times 

• Keep the catheter from pulling by securing it to your leg 

Your role in preventing urinary infections includes: 

• Not pulling, tugging, twisting or kinking the catheter tubing 

• Asking the doctor and nurse every day if you still need the 

catheter 

• Reminding the doctor and nurse to clean their hands before 

touching you or your catheter if you did not see them do so 


21

A central line or catheter is a tube that is placed in a large vein, 

usually the neck, chest or arm. To prevent an infection of the 

bloodstream, the doctors and nurses will: 

• Choose the best location for safety and lower risk of infection 


before inserting the catheter 

• Place a sterile sheet over you and wear a mask, cap, sterile 

gown and gloves when inserting the catheter 

• Cleanse your skin with an antiseptic cleanser before inserting 

the catheter 

• Clean their hands and catheter port before giving medications 

• Decide if the catheter is still necessary on a daily basis 

Your role in preventing bloodstream infections includes: 

• Telling the doctor or nurse immediately if the bandage comes 

off or becomes wet or soiled 

• Informing the doctor or nurse if the area around the catheter 

becomes sore or reddened 



There are steps to prevent infections before, during and after 

surgery. To prevent a surgical site infection, the doctors and nurses 

will: 


before and after caring for you 

• Remove hair from the incision site, if necessary, with electric 

clippers – not razors – prior to surgery 

• Clean their hands and arms with an antiseptic agent just before 

your surgery 

• Wear special hair covers, masks, gowns and gloves during 

surgery 

• Administer antibiotics, if indicated, before your surgery begins 

• Clean the your skin with a special antiseptic solution 


Your role in preventing surgical site infections includes: 

• Asking friends and family to clean their hands with soap and 

water or an alcohol hand rub before and after visiting you 

• Not touching the surgical wound or dressing 




23

I NFORMATION A BOUT Y OUR R IGHTS 

Patient Rights and Responsibilities 

The Rights and Responsibilities of all patients, including the 

neonate, child, adolescent, adult and/or geriatric patient, shall be 

consistently honored, and shall include the following: 

Patient Rights 

Florida law requires that your healthcare provider or healthcare 

facility recognize your rights while you are receiving medical 

care and that you respect the healthcare provider’s or healthcare 

facility’s right to expect certain behavior on the part of patients. 

You may request a copy of the full text of this law from your 

healthcare provider or healthcare facility. A summary of your rights 

and responsibilities follows: 

1. A patient has the right to be treated with courtesy and respect, 

with appreciation of his/her individual dignity and with 

protection of his or her need for privacy. 

2. A patient has the right to a safe environment. 

3. A patient has the right to be free from all forms of abuse or 

harassment. 

4. A patient has the right to a prompt and reasonable response to 

questions and requests. 

5. A patient has the right to know who is providing medical services 

and who is responsible for his or her care. 

6. A patient has the right to know what patient support services are 

available, including whether an interpreter is available if he or 

she does not speak English. 

7. The patient has the right to participate in the development and 

implementation of his/her care and to make informed decisions 

regarding his/her care. 

8. A patient has the right to know what rules and regulations apply 

to his/her conduct. 


9. A patient has the right to be given by the healthcare provider 

information concerning diagnosis, planned course of treatment, 

alternatives, risks and prognosis. 

10. A patient has the right to refuse any treatment, except as 

otherwise provided by law. 

11. A patient has the right to be given, upon request, full 

information and necessary counseling on the availability of 

known financial resources for his or her care. 

12. A patient who is eligible for Medicare has the right to know, 

upon request, and in advance of treatment, whether the 

healthcare provided or healthcare facility accepts the Medicare 

assignment rate. 

13. A patient has the right to receive, upon request, prior to 

treatment, a reasonable estimate of charges for medical care. 

14. A patient has the right to receive a copy of a reasonably clear 

and understandable, itemized bill and, upon request, to have 

the charges explained. 

15. A patient has the right to impartial access to medical treatment 

or accommodations, regardless of race, national origin, 

religion, handicap or source of payment. 

16. A patient has the right to security and personal privacy and 

confidentiality of records and treatment as described in our 

“Notice of Privacy Practices.” 

17. A patient has the right to treatment for any emergency medical 

condition that will deteriorate from failure to provide treatment. 

18. A patient has the right to know if medical treatment is for 

purposes of experimental research and to give his or her 

consent or refusal to participate in such experimental research. 

19. A patient has the right to be informed by the attending 

physician when a significant unanticipated outcome has been 

identified. 

20. A patient has the right to self-determination and to formulate 

advance directives and designate a surrogate to make 

healthcare decisions on his/her behalf, to the extent permitted 

by law. 


25

21. A patient has the right to include or exclude any family member 

from participating in his/her healthcare decisions, if so chosen 

and the right to choose their own visitors during their stay with 

“full and equal” visitation privileges consistent with the wishes 

of the patient and reasonable clinical restrictions and 

limitations applied consistently to all patients. (Support Person) 

22. A patient has the right to consideration of the psychosocial, 

spiritual and cultural variables that influence the perception 

of illness and death. 

23. A patient has the right to individualized assessment and 

management of pain. 

24. A patient has the right to education about pain relief measures. 

25. A patient has the right to access information relating to 

external protective service agencies, such as guardianship and 

advocacy services and child or adult protective services. 

Contact Case Management / Social Services by dialing 

ext. 4320 from a patient’s telephone or 561.955.4320 from 

outside the Hospital for information. 

Patient Responsibilities 

1. A patient is responsible for providing to the healthcare 

provider, to the best of his/her knowledge, accurate and 

complete information about present complaints, past illnesses, 

hospitalizations, medications and other matters relating to his 

or her health. 

2. A patient is responsible to know what to expect regarding pain 

and how to relieve that pain. 

3. A patient is responsible for reporting unexpected changes in 

his/her condition to the healthcare provider. 

4. A patient is responsible for reporting to the healthcare provider 

whether he/she comprehends a contemplated course of action 

and what is expected of him/her. 

5. A patient is responsible for following the treatment plan 

recommended by the healthcare provider. 

6. A patient is responsible for keeping appointments and, when 

he/she is unable to do so for any reason, for notifying the 

healthcare provider or healthcare facility. 


7. A patient is responsible for his/her actions if he/she 

refuses treatment or does not follow the healthcare provider’s 

instructions. 

8. A patient is responsible for assuring that the financial 

obligations of his/her healthcare are fulfilled as promptly as 

possible. 

9. A patient is responsible for following healthcare facility rules 

and regulations affecting patient care and conduct. 

Registering a Complaint 

A patient has the right to express grievances regarding any 

violation of his/her rights, as stated in Florida law, through our 

grievance procedure by contacting personnel responsible for their 

immediate care and/or the Patient & Guest Relations Department. 

A patient advocate may be reached by dialing ext. 4358 from a 

patient’s telephone or 561.955.4358 from outside the Hospital. A 

patient also has the right to contact the appropriate state licensing 

agency. 

To register a complaint against the Hospital, write or call: 

Agency for Healthcare Administration 

Consumer Assistance Unit 

2727 Mahan Drive 

Tallahassee, FL 32308 

1.888.419.3456 

To register a complaint against a physician, write or call: 

Division of Medical Quality Assurance 

Bureau of Consumer & Investigative Services 

Consumer Services Unit 

4052 Bald Cypress Way, Bin C-75 

Tallahassee, FL 32399-3275 

1.888.419.3456 


27

Patient & Guest Relations Department 

Whether you are here for an emergency visit, a one-night stay or 

an extended course of treatment, you will encounter a patient 

advocate. An advocate is skilled in dealing with the concerns 

that affect care and treatment. This department offers patients, 

family, staff and the community a centralized location to voice 

concerns or obtain vital information necessary in making important 

healthcare decisions. The patient advocate provides patients and 

the community with the following services: 

• Advance directives 

• Patient rights and responsibilities 

• Emotional and spiritual support while hospitalized 

• Interpretation of Hospital policy 

• Assistance with translation services 

• Emergency amenities 

Patient advocates also serve as liaisons between the patient, 

family, staff and physicians. A patient advocate may be reached 

by calling 561.955.4358 between the hours of 8:30am and 5:00pm, 

Monday through Friday. 

Services for Vision & Hearing Impaired 

For patients with vision, speech and hearing impairments, we 

provide assistive devices such as magnifying glasses, note pads 

and communication boards. These items are available through 

Patient & Guest Relations. There is closed captioning available 

on all televisions and Boca Regional contracts with a national 

company to provide sign language services for the deaf. TDD 

telephones for the hearing impaired are available through the 

Telecommunications Department. 

Interpreter Services for Non-English Speaking Patients 

Interpreters and document translation services are available for 

patients with limited English proficiency at no charge. Please 

contact Patient & Guest Relations or ask your nurse for assistance. 


For simple activities of daily living provided during patient care 

such as bathing, turning and toileting, any member of the Boca 

Regional staff or your family member or friend may assist in 

communication. However, for important conversations including 

consent for treatment, discussion of diagnosis, patient teaching 

and discharge instructions, Boca Regional uses a professional 

medical translation service. 

Community Clergy 

Community Clergy members from a variety of local denominations 

are available to address your spiritual needs upon request. There 

is a Mediation Room located on the first floor, by the Gift Shop, 

and it is available 24 hours a day, seven days a week. For those 

patients and guests of the Jewish faith, there is a secure Shabbat 

Room located on the third floor and can be accessed using the 

main elevators. Please contact Patient & Guest Relations for more 

information. 

Advance Directives - Honoring Your Wishes 

An advance directive is a set of instructions from the patient 

regarding their healthcare decisions. There are two types of 

advance directives: 

A living will is a written document that states what medical 

treatment a patient would or would not want if terminally unable to 

make decisions or unable to communicate. A healthcare surrogate 

is generally appointed by the person completing a living will to 

uphold his/her wishes. 

A durable power of attorney for healthcare/healthcare proxy is 

a legal document that allows patients to choose another person 

to make their healthcare decisions if unable to communicate. 

Instructions about what types of treatment a patient wants or does 

not want can be included in this document. 

Any decision that the patient has included in the advance directive 

has no effect on the care he/she accepts or refuses while able to 

communicate. If you have an advance directive, you will be asked 

to provide a copy for your medical record in order to carry out your 

wishes. 


29

If you would like further information, would like to initiate a living 

will or designate a healthcare surrogate while here in the Hospital, 

please let us know. A Patient & Guest Relations advocate can help 

you with this process. 

Privacy & Your Health Information 

The Health Insurance Portability and Accountability Act (HIPAA) is a 

federal law created to help protect your privacy. It guides hospitals 

on how to protect your personal health information. It must be 

followed by doctors, hospitals and other healthcare providers. 

Because of this law, your healthcare team will be careful in what 

information is shared with family and/or friends. Most family and 

friends will receive limited information on your status. This will be 

a brief description of your condition like fair, good or critical. If you 

would like a family member to receive more information, you can 

give permission when asked on admission. You can also do so by 

speaking with your nurse. 

Y OUR H OSPITAL E XPERIENCE 

Your Satisfaction 

We encourage you and your family members to provide us with 

feedback about your care and service while at Boca Regional. 

We want to address and resolve any of your concerns as they 

arise. Please contact your nurse or the Patient & Guest Relations 

Department. 

Once you have been discharged, you may be mailed a written 

survey to complete. We hope that you will take just a few moments 

to answer the questions so that we can continually improve the 

patient experience at Boca Regional. The survey is a standardized 

tool for measuring and reporting satisfaction across all hospitals in 

the United States. We hope that your experience with us exceeded 

your expectations. Our goal is to “always” provide “very good” 

care to our patients and their families. 


I NFORMATION ON Y OUR R ECORDS 

AND H OSPITAL B ILL 

Requesting Copies of Your Medical Records 

To receive a copy of your medical record, please complete the 

Release of Information form. We are able to provide your records in 

either paper form or electronically on a CD-ROM. If you are picking 

up your records in person, you will be asked to provide proof of 

identification (such as a driver’s license). If you wish to have your 

spouse or significant other pick up your records, the Release of 

Information form must have your signature and specify the person 

designated to pick up the records. The person designated to obtain 

the records must provide proof of identification. Alternatively, your 

medical records can be mailed to you in either the paper or CD- 

ROM formats. 

Billing: What a Hospital Bill Covers 

The Hospital is responsible for submitting bills to your insurance 

company and will do everything possible to expedite your claim. 

Be sure you have provided accurate and specific insurance policy 

information to the Hospital and let the Hospital business office 

know if your hospitalization was the result of an auto accident or 

worker’s compensation injury. The Hospital may contact you if your 

assistance is needed with obtaining payment from your insurance 

carrier. 

Boca Raton Regional Hospital offers financial assistance to those 

who can demonstrate financial need. Contact the Hospital’s 

business office for more information if you think you may qualify. 

Pre-Certification 

Most insurance plans now require pre-certification for hospital stays 

and certain tests and procedures in order for you to be eligible for full 

policy benefits. It is your responsibility to see that this is completed. 

This information can be found on your insurance card. If you are 

unsure of your pre-certification requirements, we recommend that 

you contact your insurance company as soon as possible. 


31

Medicare 

We will need a copy of your Medicare card to verify eligibility and to 

process your claim. You should be aware that the Medicare program 

specifically excludes payment for certain items and services, such 

as cosmetic surgery, some oral surgery procedures, personal 

comfort items, hearing evaluations and others. Deductibles and 

co-payments are the patients’ responsibility. 

Important Reminders 

Please read your insurance card for plan requirements. Managed 

Care Plans (HMO, PPO, POS, etc.) may require you to call them 

within 24 to 48 hours to advise them that you have been admitted 

to the Hospital. 

Pre-verification of your benefits should take place prior to your 

admission. Please note that many insurance companies require 

pre-certification prior to medical services being rendered. It 

is important to familiarize yourself with your particular benefit 

requirements to insure maximum reimbursement from your carrier. 


800 Meadows Road, Boca Raton, FL | 561.95.LEARN (561.955.3276) | BRRH.com

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