The COVID-19 pandemic reached Boston in March 2020 and led to widespread challenges among Boston residents with food insecurity, financial and job instability, social-emotional distresses, and more. As governments issued stay-at-home orders, social and economic activities ground to a halt, and local businesses were severely impacted – particularly small, independent businesses that are part of the fabric of their communities.

To strengthen further its commitment to its partner communities, Tufts Medical Center in April 2020 began an ongoing dialogue with community members and institutions in Chinatown, Dorchester, South Boston, and the local Asian community about the needs arising from the pandemic.

Several priorities emerged through these conversations, cutting across all communities:

• Financial stability and economic opportunities for individuals and families
• Access to sufficient, safe, and healthy food
• Access to providers who can support community members’ social and emotional wellness
• Resources to enable community-based nonprofits to meet greater demand for services and in new ways (e.g. virtual programming)
• Resources to support local businesses, which are significant employers and cultural institutions
• Access to knowledge, guidance, and resources for the prevention and treatment of COVID-19

In response to the needs mentioned above, the Office of Community Benefits and Community Health Initiatives (CBCHI) initiated two rounds of competitive grant initiatives for organizations in the neighborhoods of Chinatown, Dorchester, South End, and South Boston in 2020 and 2021. In May 2020, we launched the COVID-19 Community Needs Request for Proposal (RFP), which resulted in almost $300,000 distributed among 23 community organizations addressing short- and medium-term COVID-19 related needs. In June 2021, we initiated the Community Relief and Recovery RFP focused on continuous and sustainable economic recovery, which is supporting 22 organizations with $700,000.

Tufts Medical Center established the Office of Community Benefits and Community Health Initiatives (CBCHI) to respond to the challenges of an increasingly complex healthcare delivery environment, to meet the changing needs of Tufts Medical Center's diverse patient population and to focus on public health and disease prevention.

CBCHI coordinates and facilitates a range of community-oriented activities, promotes collaborative efforts, and provides technical assistance to Tufts Medical Center departments in their community health outreach and improvement efforts.

In addition to reporting on the Medical Center's community benefits activities, it provides funding and technical support for health education, outreach, and prevention projects at local community-based organizations and health centers. We organize community outreach participation and efforts and seek to improve the overall health, well-being and health knowledge of residents in the communities the hospital serves.

Tufts Medical Center is committed to improving the health and well-being of, and to reducing health disparities and inequities in, the communities we serve. We seek to identify current and emerging health needs, collaborate with community partners, provide culturally and linguistically appropriate health services and resources, and address community health needs through education, prevention, and treatment.

We have a long, rich history of serving the region’s neediest residents, dating back to the founding of the Boston Dispensary in 1796. We are committed and uniquely positioned to provide the culturally and linguistically appropriate services to best serve our diverse patient population, which includes patients of all ages and nationalities, hailing from locations near and far. Referring physicians, patients and family members are vital members of our multi-faceted team that addresses complex health issues and are intimately involved in care decisions.

We have enjoyed longstanding partnerships with a wide variety of community-based organizations through the Asian Health Initiative and have established programs dedicated to meeting the healthcare needs of our neighbors in the Asian community, including primary care, perinatal care, psychiatry and other services.

For appointment scheduling in Chinese, call 617.636.8833. Visit our Community Benefits and Community Health Initiatives webpage for additional information about community programs and partnerships.

At Tufts Medical Center, we want patients to enjoy quality health care in a comfortable, peaceful environment. If another patient, staff member, or visitor is too noisy, let someone on your care team know. Please also remember the other patients around you. By keeping conversations and TV volume low, you can make a huge difference in another person’s care experience.

You may want to bring:

• Photo identification – This is to protect you and your personal information from medical theft and fraud, which is drastically on the rise in the US and internationally. It is our obligation to protect you by asking to identify yourself by providing your name and date of birth, and to verify this information by reviewing a government issued ID.
• Your insurance card if applicable
• A copy of any Health Care Proxy, Advanced Directive, Guardianship in Place or other applicable legal documents related to your health care wishes
• Books, magazines or other reading materials
• Favorite pajamas and slippers
• Favorite foods or snacks (if permitted)
• Cellphone charger
• Family photos
• A list of all medications you are currently taking (see below)

Please do not bring jewelry, large sums of cash, credit cards, electrical appliances and anything else you would deem valuable. The Medical Center cannot assume responsibility for any personal possessions. If you must bring valuables or large sums of money, they may be secured by Public Safety in the dispatch safe for the duration of your stay. To reach Public Safety, please call 617.636.7700.

Your medications list

Please make sure to bring a list of all medications you are currently taking. We ask that you not bring actual medications with you; however, if you do, we will hold them in a safe location until you are discharged. It is important that we know about both prescriptions and over-the-counter medications like Tylenol, Motrin and/or any vitamins or other supplements you take. If you are unsure of the doses or the names of the medications, your pharmacy or your primary care physician may need to be contacted to obtain the information.

Please let us know if you have any food or drug allergies and what kind of allergic reaction you experience. It is important that we have all this information so that you receive the safest and most appropriate care possible.

Registration

It is important that you are registered with the hospital so that we can ensure your record and all required consents are updated for your current stay. If you have not been registered within 24 hours of admission, please contact your nurse or call 617.636.6000.

During the admitting process, we will request that you review the “Registration Form” with your demographic and insurance information. We do this to ensure we have the most up-to-date information so we can contact you about your care and ensure we’re submitting a claim to the right insurance company. When information is not correct, your health plan can deny coverage and you may be responsible for the charges. After reading the statement at the bottom of the form, we also ask that you sign at each visit to allow us to submit a claim and release any relevant information to your insurer on your behalf to receive payment.

Medicare patients will also be asked to fill out a Medicare Secondary Payer Questionnaire (MSPQ form). Medicare requires that we confirm directly with you at each medical visit to determine if Medicare or another insurance plan or program should be covering the services for that particular day’s visit. It helps to ensure that services get covered and you don’t end up responsible for unpaid balances.

During the registration process we are also mandated to provide information and obtain your consent for the following:

• Notice of Privacy Practices – We need your signature upon your initial visit at Tufts Medical Center indicating that you have received the Notice of Privacy Practices, which details how your medical information may be used, and how you are able to access this information.
• E-Prescribe Consent – We need your consent to allow our doctors to send your information to your pharmacy of choice electronically for prescription requests and to use your prescription medication history from other healthcare providers for treatment purposes.
• Health Information Exchange Consent – We need your consent to allow our providers to view and send your health information through any secure means, including mail, fax, secure state-wide health information exchange known as the Massachusetts Health Information Hiway (“Mass HIway”), or other secure electronic transmission to other providers or organizations involved in your care.

Being admitted

There are a number of ways in which you may be admitted to Tufts Medical Center, please read below and find the section that best describes your individual situation.

• Planned admission after a surgery – You will be registered as a patient with Tufts Medical Center prior to your procedure by the surgical registration staff at check-in.
• Planned admission coming from home – When you arrive at the Medical Center, first go to the Admitting Office, located on the first floor of the Proger Building. You will be registered by the staff and guided to the floor where you will be staying.
• Admission from the Tufts MC Emergency Department – While you are an Emergency Department patient, the registration staff will verify your demographic, insurance and other important information, including consent for care. If you are subsequently admitted to the hospital, additional information and consents are required. An admitting representative may conduct this additional registration bedside in the ED prior to your relocation or once you have moved to the floor.
• Admission from a Tufts MC clinic – Depending on the circumstance, you may be instructed to go to the Admitting Office (Proger Building, 1^st Floor) or you may be transported directly to an inpatient floor. Registration will be performed in the applicable setting.
• Admission as a direct transfer from an outside hospital or other facility – Upon accepting you as a transfer admission, the facility you were at will send Tufts MC basic demographic information they have on record for you. From this information, we will initiate your registration. Once you arrive on a floor, an admitting representative will conduct a full registration and obtain necessary consents bedside.

Once the admission process is complete:

• Our staff members will help you become familiar with your surroundings.
• You will be provided a personal hygiene packet with items including a toothbrush, toothpaste, comb, socks and earplugs.
• You will receive an identification (ID) bracelet with your name, date of birth and medical record number. Please wear this band at all times for your safety and protection. Prior to any procedures, treatments or medications, we will ask you your name and other information that appears on your ID band. We know that this practice is repetitive; however, it ensures your well-being and is a critical component of our safety protocols.
• Physicians, nurses and other members of your care team will come by and talk with you about your health history and current medications you are taking.
• If you are admitted after a procedure, we may spend some time assessing your medical condition and managing any discomfort you may have.
• Don’t be afraid to ask us questions. Stay informed about your treatment. Our staff will work with you and explain any aspect of care that you do not understand.

Whether you need a visiting nurse, require further medical care at a rehab facility or simply need time to rest and recover, we’ll be there to help make arrangements and answer any questions you may have.

Whenever possible, your discharge will be confirmed the evening before it is scheduled to occur. Your physician, nurse and/or case manager will review the plans for the day of discharge and the anticipated discharge time. Don’t hesitate to ask questions. Patients usually leave the hospital by 11 am on discharge day. Please make transportation arrangements in advance to ensure you can leave when your care team finalizes your discharge. If you anticipate needing help arranging for transportation, please talk to your case manager and nurse.

Our staff can assist you in acquiring medications and supplies, if needed.

Follow-up care

Arrangements for services after discharge will be made with your nurse or, when needed, by a case manager. They will discuss with you the kind of assistance you feel is needed, what resources are available and which services may be reimbursable by your insurer.

Prior to your discharge you will be given written instructions that include information on medications, diet, other services to be provided, follow-up health care appointments and special directions. We will also provide you with a list of telephone numbers to call should you have questions after you leave.

On-site pharmacy

Once a plan is completed for discharge, it is very common for new medicines to be prescribed for use following your hospitalization.

Your care team will discuss our Med to Bed Program in which your discharge prescriptions are filled and delivered to your bedside on the day of your discharge, ensuring that you go home with the proper medication and avoid any unforeseen pharmacy problems.

Alternatively, your prescriptions can be sent to our Atrium 3 pharmacy or any other pharmacy of your choice so they are ready to be picked up as you depart the hospital. Our pharmacy is located on the 3rd floor of the Atrium and accepts most prescription plans; credit cards and checks are also accepted.

Patient experience

At Tufts Medical Center, our care teams aim to exceed our patients’ expectations in all the care we provide. We want our patients and families to experience seamless, coordinated care delivered by a cohesive and approachable care team. To that end, You are a vital member of our team. In order for us to continue to provide this type of care, please speak up and let us know about the care and service you receive while at the Medical Center. If you receive a customer satisfaction survey in the mail or in an email following discharge, please fill it out and send it back. Your comments and recommendations will assist us in continually improving our care.

We all consider it part of our jobs to help visitors with directions. You can also ask our Information Ambassadors at the main entrances of the hospitals.

Information Ambassadors

Information Ambassadors are available to help you get around the hospital as easily as possible. Information Ambassador desks are located at:

• Tufts Medical Center Atrium
  1st floor, 800 Washington Street
• South Building
  1st floor, 860 Washington Street
• Biewend Building
  1st floor, 260 Tremont Street
• Tufts Medical Center
  Plaza level, 755 Washington Street

All Information Ambassador desks have campus maps available and maps are located near elevators on the ground and 3^rd floor levels.

Wheelchair access

Wheelchairs are available at all major entrances of the Medical Center for your convenience and assistance. If you cannot find a wheelchair, please call 617.636.2636 and provide your location within the Medical Center. We will bring a wheelchair to you.

Campus buildings + maps

Find your way throughout the Tufts Medical Center campus located in downtown Boston.

View map

The Registration + Admitting process
What you can expect during the registration, consent and admitting processes. 

What to bring with you
A list of suggested items to bring, as well as some items you should consider leaving at home.

Getting around the hospital
Resources to help you get around the hospital, as well as a link to our campus and buildings map. 

Your room + unit
Information on about your room and resources on your unit, including room service.

Support services
Learn about the support services available to you, including religious services, banking, interpreters, social work and more.

Visitor information
Are you a family member planning to visit a loved one in the hospital? Information in this section includes visiting hours, discounted accommodations, places to eat and more. 

Going home
What you can expect during the discharge process, including information on long-term follow-up care and pharmacy options.