Patients and Visitors

Thank you for choosing UnityPoint Health for your care. At the time of admission to one of our affiliated hospitals (other than for emergency care) or when you seek care from some of our outpatient departments, you will be asked to agree to our "Conditions of Admission." By signing this document, you allow UnityPoint Health and its affiliates to provide you with medical care, share your health information and receive payment for the services provided.

The complete text of the UnityPoint Health Conditions of Admission is available below:

• Conditions of Admission
• Conditions of Admission (Spanish)

Except for emergency services, you are required to sign the Conditions of Admission prior to our providing health care services, so that we are able to conduct our necessary business processes.

If you have questions about making payments or financial assistance, please contact the UnityPoint Health Central Billing Office at (844) 849-1260.

All legal adults have the right to make decisions and choices regarding their medical care and health care. Unfortunately, circumstances sometimes arrive in which we are no longer able to make those decisions for ourselves, and wish to defer those choices to those around us that we trust.

These decisions should never be taken lightly, and require a lot of input and reflection from those people that are important in your life. To assist you in that process, Trinity has provided several advanced directive documents online to help with those conversations and decisions about your future.

An advance directive is a document in which a person either states choices for medical treatment (living will) or designates someone who should make health care decisions in the event the individual becomes unable to make them (power of attorney for health care).

Please feel free to download any of our forms or brochures to learn more.

• Illinois Power of Attorney Form
• Illinois Power of Attorney Form - Spanish
• Iowa Power of Attorney Form
• Iowa Power of Attorney Form - Spanish

For questions, call (309) 779-2687.

Pay My Bill
If you have a current UnityPoint Health hospital or UnityPoint Clinic bill that you wish to pay online, our quick and convenient online bill payment system is available any time you need it.

Contact Our Billing Processor
If you have any questions regarding your hospital or clinic bill, please call 1-844-849-1260.
We are available the following hours:

Hours (Central Time)
Monday - Thursday
8 a.m. - 7 p.m.
Friday 8 a.m. - 6 p.m.

Billing Inquiry and Payment Address
Payment Processing Center
P.O. Box 809284
Chicago, IL 60680-9284

Toll-Free Phone Number
(844) 849-1260

Financial Assistance
Financial assistance may be available.
For more information, call (309) 779-2910.

UnityPoint Health - Trinity is committed to your health and the health of your family and community. That's why we are here to answer any questions you may have about the Health Insurance Marketplace, or Health Insurance Exchange, for individuals and families of the Quad Cities. To assist you through any confusion of the ACA, UnityPoint Health has Certified Application Counselors on staff to help you understand your health insurance options. We can help you select a plan that best meets your needs and budget.

Call 1-888-275-5235 to schedule a free meeting and discuss the Health Insurance Marketplace within the Quad Cities.

Visit our health library to learn additional information regarding conditions, wellness/prevention and life stages.

MyUnityPoint
MyUnityPoint is a secure patient website that allows you to conveniently manage your personal health online. Since MyUnityPoint is web-based, you can log in at any time, any place.
 
COVID-19 Test Results
After receiving a COVID-19 test at a UnityPoint Health location, results will be sent to your MyUnityPoint account. Wait times for results may vary based on testing volume. The quickest way to view your results is to monitor your MyUnityPoint account. Please do not call for test status updates. Our teams are experiencing extremely high patient volumes and may be unable to check on or share individual test results.

Request for Medical Records
In addition to the MyUnityPoint online tool, our Health Information Management (HIM) team is available to assist you with your medical records inquiries.

Authorization Form
An authorization form must be correctly completed in its entirety to receive a copy of your medical records. Please mail the authorization form back to the HIM Department at the appropriate address listed below. There could be a fee based on the type of request.

Trinity Muscatine Campus Patients:

Please print and fill out the following document and mail the completed form to:

UnityPoint Health - Trinity Muscatine
Attention: Medical Records HIM Department
1518 Mulberry Avenue
Muscatine, IA 52761

• Authorization for Release of Medical Information form (English)
• Authorization for Release of Medical Information form (Spanish)
• Parental Rights Verification form

Please contact Medical Records by phone at (563) 264-9219 with any questions.

Request for Amendment of Medical Records/Personal Health Information
An amendment request form must be completed in its entirety to correct or amend personal health information as it pertains to your medical records. Please print and fill out the following document and mail the completed form to:

UnityPoint Health - Trinity
Attention: Privacy & Security Information Officer
2701 17th Street
Rock Island, IL 61201

• Request for Amendment of Medical Records form (English)
• Request for Amendment of Medical Records form (Spanish)

Your care is important to us! At UnityPoint Health - Trinity, your doctor will order the medicines he/she feels it is necessary for you to take during your hospital stay. You will only be taking medicine or pills that the hospital gives you. To provide the best care, we need to know what you are taking and when. Trinity has chosen the most appropriate medications for the most reasonable price.

Many insurances pay for your procedure or observation stay. However, your insurance may not pay for all of the medications you receive. Those medicines that you normally take at home may not be paid for by Medicare or insurance while in an outpatient or observation level of care.

Part D Prescription Drug Plan

I you are currently enrolled in a Part D Prescription Drug Plan, Trinity can provide you with an itemized statement that includes the drug information your plan may require in order to process a claim for possible reimbursement. You will need to contact your insurance company directly for assistance in filing a claim for the Part D/pharmacy benefit. Trinity's Financial Assistant (309-779-2440) is available to answer any of your questions regarding your hospital bill. For a copy of your itemized statement, please call our Central Billing Office at (888)-343-4165 or (888)-343-4168.


Prescription medications normally taken at home may not be covered by Medicare.

For additional questions, call (563) 742-5000

The team at UnityPoint Health – Trinity strive for you and your family to have an exceptional patient experience. Our patient advocate is available to assist in any areas of your journey with us that you want to tell us about.

The patient advocate can help with:

• Delivering compliments for physicians, nurses and all other team members.
• Serving as a formal grievance resource, if needed.
• Bridging the gap when you feel your expectations have not been met.

The patient advocate office is open Monday through Friday from 8 a.m. to 4:30 p.m.

Contact Us:
(309) 779-2900
Monday - Friday
8 a.m. to 4:30 p.m.

UnityPoint Health – Trinity
2701 17th Street, Rock Island, IL 61201

In our effort to exceed your expectations, we use HCAPHS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys. These surveys are designed and regulated by Centers for Medicare and Medicaid Services and provide a powerful insight into your feedback. We are happy to provide this information so you can easily compare our care with other providers.

You can view our complete survey score at: https://www.medicare.gov/hospitalcompare/search.html

We do our best to be patient-centered, from our organizational mission down to the bedside care and diligence we exercise. Your care impacts every aspect of you as a person, including your mind, body and spirit. To help us reach our patient care goals, we have adopted the following list of patient rights and responsibilities. We also have a process in place for patients and families to address concerns including contacting the Joint Commission if necessary.

The patient has the right:

• To know who is responsible for authorizing and performing his/her procedures or treatment.
• To be informed that, in keeping with Trinity's teaching mission, the health care team may include health care professionals in training.
• To be informed, in understandable terms, the nature of his/her condition, proposed treatment or procedure, and prognosis.
• To consult with another physician or specialist at his/her own request and expense.
• To have his/her privacy respected while receiving medical care.
• To complain without fear of compromising his/her care.
• To expect that all communications and records pertaining to his/her care will be treated as confidential.
• To refuse treatment and to be informed of the consequences of his/her action.
• To receive considerate, respectful care at all times and under all circumstances.
• To request to be transferred to another institution, providing it is medically permissible, and that the other institution will accept his/her transfer.
• To receive complete information and an explanation, if Trinity requests to transfer him/her to another facility.
• To examine and receive an explanation of his/her bill.
• To explore, with the health care team, the option of using or declining to use life-prolonging procedures in the event of terminal illness.
• To have access to his/her medical records according to Trinity policy.
• To have access to the services provided by Trinity regardless of race, creed, sex, national origin, religion, socio-economic status, or sources of payment for care.

The patient has the responsibility:

• To be honest about matters that relate to him/her as a patient.
• To attempt to understand his/her problems.
• To attempt to follow the directions and advice offered by the staff.
• To know the staff members who are caring for him/her.
• To report changes in his/her condition to those responsible for the provision of care and welfare.
• To be considerate and respectful of the rights of both fellow patients and staff.
• To honor the confidentiality and privacy of other patients.
• To notify the patient representative if he/she feels his/her rights are being or have been violated.
• To meet the financial obligations of his/her health care as promptly as possible.
• To follow medical center rules and regulations affecting his/her care and conduct.

In all cases where any person raises a concern that remains unresolved concerning a divergence of opinion regarding the rights or treatment of a neonate, child, or adolescent patient and the rights of their parents and/or guardians, Trinity shall consult with the appropriate agency.

Patient Representatives

Trinity's medical staff and employees seek to treat patients with fairness and concern, recognizing their needs and satisfying them to every extent possible. When patients and family members need further assistance in resolving issues concerning hospitalization, a patient representative can assist.

DNV (Det Norske Veritas)

If you have a patient safety event or concern about our healthcare organization, you may contact DNV by following these instructions.

Online:

• Submit a complaint.

Phone: (866) 496-9647

Fax: (281) 870-4818

Email: hospitalcomplaint@dnv.com

Mail:
DNV Healthcare USA Inc.
ATTN: Hospital Complaint
4435 Aicholtz Road, Suite 900
Cincinnati, OH 45245

Policies/Procedures
When we say we care at Trinity, we mean it. Delivering quality care and advocating for patient safety isn't something that we take lightly.

You should expect Trinity Associates to:

• Ask your name and birthday and check your ID band before every medication, test or procedure, surgery, or care.
• Wear a Trinity name badge at all times.
• Perform hand hygiene before and after they provide care to you.
• Provide you with information regarding your care and medications.
• Answer questions about your care.
• Obtain informed consent from you before any surgery or invasive procedure.
• Perform a Final Time Out Verification before all procedures that require informed consent.

Patient Comment Line
(309) 779-2900

If you are scheduled for services at Trinity, we encourage you to pre-register for those services. Pre-registration allows us to verify your insurance coverage, identify your liability and assist you in meeting your financial needs. On the day of your service, you will be checked in and promptly directed to your department of service.

If you are being admitted to a Quad Cities location, you can also pre-register online using the following forms:

• Hospital Pre-Registration
• Birth Care Pre-Registration
• Breast & Bone Health Procedure Pre-Registration
• Imaging Pre-Registration

For additional information, call (309) 779-5235

It's important that you receive the care you need, when you need it. At UnityPoint Health, It's now easier than ever to schedule an appointment through our website or your MyUnityPoint account. Whether you are a current or new patient, we look forward to seeing you soon!

If you have a medical Emergency, please call 911 or go to the nearest emergency room immediately.

When you schedule an appointment through our online scheduling tool, you'll have the option to select one of the following visit types:

Standard Office Visit
Choose this visit type if you have 1 or 2 health concerns to talk to your provider about such as a sore throat, cough, headache, muscle pain, or urinary tract infection.

Extended Office Visit
Choose this visit type if you have multiple or more complex health concerns to talk to your providers about such as abdominal pain, multiple medication management, and/or depression/anxiety.

New Patient Visit
Choose this visit type if this is your first time visiting the provider or the clinic location.

Well Child Visit
Choose this visit type for regular check-ups and/or immunizations for children and teenagers.

Virtual Visit
Choose this visit type if you'd prefer a secure video session with your provider. With this option, you can stay home and get the care you need virtually. *This visit type is only available for existing patients.

Physical Visit
Choose this visit type if you need a back-to-school, sports or wellness physical exam.

Patients and visitors may use cell phones within the hospital except around certain types of equipment. Please ask your nurse if you have specific questions regarding usage. When using your cell phone, we ask that you take calls or make calls in a private area. This is to respect private patient information and to maintain a low level of noise in patient care areas.

Directions and Maps

• Muscatine Campus Parking Map
• Quad Cities Area Map

Trinity Cafes

Family and friends can enjoy a bite to eat at any campus in our full-service cafe. Whether you're looking for a meal, a snack, or just a little something on the run, you will always find delicious choices here. Looking for a late-night snack or something to eat during off-hours? Vending machines are also available for your convenience, offering a variety of snacks, small meals, and beverages.

Trinity Coffee Shops

Dr. Java, where we proudly serve Starbucks beverages, is located at both Rock Island and Bettendorf campuses. We serve a wide variety of made-to-order hot and cold drinks, along with freshly made pastries, a variety of snacks, and made-to-order sandwiches and salads.
For those who need to stay connected, all of our café and coffee shop locations also provide complimentary Wi-Fi.

Dining Locations & Hours

Bettendorf Campus Terrace Cafe and Coffee Shop
Bettendorf's Terrace Cafe is located on the lower level floor, overlooking Trinity's Healing Garden.

Monday - Friday
6 a.m. to 4 p.m.

Saturday, Sunday & Holidays
11 a.m. to 2 p.m.

An extensive selection of flowers and gifts can be delivered to UnityPoint Health - Trinity's Rock Island, Moline and Bettendorf campuses to patients, employees and medical staff in-house.

The gift and floral area offers high quality arrangements, plants and gifts for patients. We offer a variety of timely and thoughtful gifts.

If you prefer to have the shop design a special gift arrangement that can include balloons, toys, clothing, books, candy or just about anything else we offer, please call our gift shop directly. We will be happy to help you select the perfect gift.

Please note the following when placing an online order:

• Orders placed between 8 a.m. to 2 p.m. will be delivered the same day
• All orders received after the hours listed above, on weekends and on holidays will be delivered the next business day
• Please note: We cannot deliver flowers or gifts to the intensive care units (MICU & SICU)

If you have any questions about ordering or about our products, call us at (309) 779-ROSE (7673).

Free patient and visitor parking is located in front of the hospital and near the emergency entrances.

Tobacco-Free Policy
To promote good health, Trinity has established a tobacco-free policy to improve the general health of its patients, employees and the community. Smoking is prohibited in all rooms and throughout all buildings and grounds. For more information, please talk with your nurse or physician.

Fire Drills
For your protection, the hospital conducts fire and disaster drills regularly. If a drill occurs while you are here, please remain in your room and do not become alarmed. The hospital is a fire-resistant building, and the staff is trained in fire protection.

Oxygen
Special regulations are in effect in areas where patients are receiving oxygen. Electrically operated equipment and aerosol products are not permitted in these areas.

Medications
All medications you take while in the hospital are prescribed by your doctor, dispensed by the hospital pharmacy, and administered by a nurse. Patients are not permitted to administer their own drugs or keep personal medications at their bedsides.

Wheelchairs
Wheelchairs are available in all Patient Care Departments, but getting in and out of them without assistance may be hazardous. Please ask for help from a member of the hospital staff.

Valuables and Personal Items
Trinity does not accept responsibility for personal belongings. We ask that you leave your personal items with non-Trinity staff. Trinity assumes NO responsibility for lost or damaged valuables. Therefore, we ask that other than sufficient funds to meet your co-payment/deposit requirements, you leave all other valuables at home. If this is an unscheduled stay, please send ALL items home immediately with a family member to ensure their safety. Trinity does not reimburse for lost, stolen or damaged items.

Patients who wear dentures should ask for a denture cup to protect them when not in use. Eyeglasses and contact lenses should be kept in a case when not being worn. If you lose something, please notify your nurse immediately, and we will make every effort to help you find it.

At Trinity, we strive to treat more than just the body. Our services include an extensive pastoral department, the Parish Nurse Program that brings nursing experts into area churches and provide information on advance care planning.

Pastoral care provides 24/7 coverage for the Quad Cities Trinity campuses. Full- and part-time chaplains are on location each weekday from 8 a.m. to 4:30 p.m. at Trinity Rock Island. During evening and weekend hours on-call services are available. Referrals can be made through other staff members, including nurses, case managers, dietitians, medical staff and other support staff.

During business hours, chaplains respond to all Code Blue and Trauma Alerts and patient care staff are strongly encouraged to offer pastoral care to families at the time of a patient death.

The Pastoral Care department staff responds to the spiritual needs of patients, families and staff through:

• Chaplain visits
• Training and supervision of volunteer visitors
• Spiritually oriented music on the closed circuit system
• Chapel- and unit-based worship services
• Post-crisis staff debriefings
• Perinatal and general grief follow-up care
• Ethics consultations
• Distribution of sacraments
• Participation in unit interdisciplinary staffing
• Facilitates individual advance care planning consultations and makes community presentations promoting the importance of such discussions
• Facilitates the ministry of area clergy to their own parishioners by notifying churches of hospitalized members and providing patient information allowed by HIPPA regulations

Access to telephones is provided for each patient in their room. Local calls can be made by dialing "9" and then the phone number. To place a call within the hospital, dial the last four digits of the number.

For long distance calls please dial "0" and the hospital operator will assist you. All long distance calls must be:

• Charged to a credit card
• Called collect to the number being dialed
• Billed to a third party

Friends and relatives may call directly to your room. Please check with your nurse or the hospital operator for the direct number to your room.

Telephones are turned on to accept outside calls from 6:30 a.m. to 10 p.m.

We offer free wireless internet services to you as a part of our continuing effort to make your stay at our Trinity Quad Cities campuses as comfortable and convenient as possible. In order to use this service, you must have a notebook computer, tablet computer, hand-held computer or smart phone with the following capabilities:

• Wireless adapter
• Internet browser
• Latest security patches and anti-virus updates

To maximize your enjoyment of this service, follow these directions to access the internet through this network:

• Right-click on the Wireless Network Connection icon in your system tray and select View Available Wireless Networks.
• Locate and select the wireless service called "UnityPoint Guest WiFi."
• Connect to UnityPoint Guest WiFi.
• Open your browser, and you will be asked to read and agree to our terms of use policy.
• When you agree, you will be directed to the UnityPoint Health home page, where you can browse to your desired website.

Please note: There are a few limitations with this service that you should be aware of before getting started. Certain sites that are considered obscene, offensive or otherwise objectionable are unavailable as a courtesy to our other patrons. We also ask that you refrain from playing music or making other audible sounds in a way that disrupts our patrons. Wireless service may not be available in all areas of Trinity and may be weak in some areas. Wireless internet access will be denied if your wireless device is detected as having a virus or otherwise poses a risk to the hospital's network.

Technical support is available for your wireless internet access. If you are experiencing problems, contact the toll-free support line at (877) 374-0229 for assistance. Our patient care providers are not trained on the wireless internet service and will only be able to refer you to the support line.

To protect your personal belongings, we suggest storing your computer and other valuables out of sight when not in use.