Hospital of the University of Pennsylvania

Know what to expect during your hospital visit at the Hospital of the University of Pennsylvania.

  • Information Desks
    For more help finding your way around HUP, stop at any of our information desks at the following locations:

    • Main Entrance, 34th Street, ground floor
    • Gates, ground floor
    • Silverstein, first floor (bridge level)
  • Family Lounges / Waiting Areas
    All patient care areas located in the hospital have their own family lounge waiting areas. Designated family lounge areas for family members and friends who are waiting for patients in surgery are located on:

    • 2nd floor, Dulles Building
    • 4th floor Ravdin, adjacent to the Ambulatory Procedure Unit
  • Sending Mail to Patients
    The mailing address for HUP is:

    Hospital of the University of Pennsylvania
    3400 Spruce Street
    Philadelphia, PA 19104

    Note: Please write the patient's name and room number on the envelope.

  • Patient & Guest Relations
    The Patient and Guest Relations department is located on 1 Silverstein (directly across from the Admissions Center). If you are coming from the bridge level of Penn Tower, there is a covered walkway that connects to the hospital that brings you right past our door. You are invited to visit our office Monday thru Friday (except holidays) from 8 am to 7 pm. After hours, you may leave a message on our office phone 215-662-2575. Calls will be returned on the next business day. If your need is urgent, please contact the Nursing Administrator at 215-662-4000 for assistance.

    The Patient and Guest Relations team is here to assist in meeting the needs of our patients, families and visitors through a structured approach. We are dedicated to acting as a liaison with all departments and services within the hospital to address concerns, forward suggestions and extend compliments. We are also patient and family advocates. The Patient and Guest Relations team is open to all suggestions including:

    • Concerns, problem resolution, compliments
    • Special needs services, including services for the hearing, visual or physically impaired. American Sign Language interpreters are available and TTY phones are provided upon request.
    • Foreign language interpretation and the use of the hospital's Quantel phones, connecting caregivers and patients to translators of more than 140 languages in less than three minutes. These phones are located throughout the hospital in each patient care area.
    • Advance directives, living wills
    • Notary services (for in-patients only)
    • Directions
    • Hotel information
    • Hair cutting and styling services

    The Patient and Guest Relations office can also assist you with information regarding the Patient Bill of Rights and Responsibilities, advance directives, pastoral care, facing difficult decisions (ethical issues) and organ donation.

Disability Services

Many patients and family members need the assistance of support devices to help them navigate our large facility. Below is a listing of the services available for the disabled.

Hearing Impaired

  • Portable TTY
  • Sign language interpreters upon request
  • Inpatient disclosure form identifying anticipated need during hospital stay
  • Hospital policy allowing assistive dogs

Visually Impaired

  • Patient Bill of Rights and Responsibilities in Braille
  • Advance directive in Braille
  • Doorways with tactile (Braille) lettering
  • Elevators with sound
  • Hospital policy allowing assistive dogs

Physically Challenged

  • Wheelchair upon request
  • Volunteer to assist when needed
  • Handicapped accessible restrooms
  • Wheelchair-height telephones and water fountain

Safety and Security

The Hospital of the University of Pennsylvania (HUP) maintains a safe and secure environment for our patients, family members, visitors, and staff.

As part of HUP's emergency management system, alarms may be activated and announcements made over the loudspeaker. Fire and disaster drills are conducted regularly. If an alarm occurs, please follow the direction of the HUP staff. The hospital is a fire-resistant building and our staff are trained in fire protection, fire safety and disaster response to ensure safety for patients and visitors.

Security

HUP security staff is focused on the safety and welfare of everyone utilizing HUP facilities and services. Security locations include:

  • HUP Security Office: Emergency Department, Silverstein building, ground floor
  • Perelman Center Security Office: Atrium lobby, ground floor

Valuables or Lost Items

The hospital maintains a safe and secure environment, but we strongly recommend that you send your valuables home with a family member or friend. Please notify your nurse if you need to secure personal items with the security department. The hospital is not responsible for personal belongings or valuables that are not secured with the security department.

Lost and found items are accepted and stored in the security operations center located on the ground floor of the Silverstein building, next to the emergency department entrance. Reasonable effort is made to contact owners of lost property and return identifiable items. Employees, patients and visitors can call HUP Security at 215-662-2677 to inquire about lost items.

After Hours Access

On a daily basis, all entrances to the hospital are locked from 11 pm to 5 am. During this time, everyone must enter through the emergency department entrance on 34th Street.

Staff Identification

All employees and volunteers at the Hospital of the University of Pennsylvania wear photo name badges. Anyone providing care to you should be wearing proper identification. Please feel free to contact your nurse or the nurse manager if you have questions or concerns.

Smoke-free Environment

The Hospital of the University of Pennsylvania discourages smoking and supports a smoke-free environment for patients, staff and visitors. Patients are not permitted to smoke in or near the hospital. Smoking is prohibited in and around all Penn Medicine facilities and property, including sidewalks along 34th Street and 50 feet from any entrance.

Fire Drills

For your protection, fire and disaster drills are conducted 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 and fire safety. The hospital also participates in all severe weather watches and warnings.

Billing Information

You are responsible for providing the necessary insurance information and for working with the hospital to make payment arrangements when necessary.

Insurance Information

You need to provide or present all insurance/third-party payer information. This is usually found on your insurance card. Please have your insurance card with you when speaking with a pre-admission representative by phone and/or when you come to the hospital.

Filing Your Insurance Claim

The Hospital of the University of Pennsylvania files insurance claims on your behalf. This does not release you from responsibilities for charges billed to your account. Your insurance contract is between you and your insurance company. Regardless of the type of insurance you carry, your bill is ultimately your responsibility. Any portion of the bill that is not paid promptly by your insurance carrier is charged directly to you, as in the case of co-payments and deductibles.

If you do not have insurance, the Hospital of the University of Pennsylvania requires a deposit at the time of admission, unless you have established a credit record with the hospital or other arrangements have been made. If you have balances due after your insurance has paid your claim, you are responsible for making the appropriate financial arrangements with the Hospital of the University of Pennsylvania by calling 877-433-5299.

Payment Due Prior to Service

Payments of deductibles, co-payments and non-covered services are expected at or prior to the time of services. Payments may be made by cash, credit card or check.

Understanding Your Hospital Bill

Shortly after returning home, you will receive a statement, or bill, listing the charges for your hospital stay. Depending on the services you received, you may get more than one bill. In addition to the daily charge for your room, this statement includes charges for such services as anesthesia, X-rays, laboratory work, blood transfusions and the operating room. The initial statement also shows an estimate of payments expected from your insurer. Later statements show payments received from your insurer and payments due from you, if any. 

Get more information about understanding your hospital bill

Physicians' Bills

Charges for physicians' services are not included in your hospital bill. Most of the physicians involved in your care send separate bills for their services. You may receive bills from your primary physician, anesthesiologist, radiologist and/or pathologist. Charges for some specialized services, such as electromyograms and electro encephalograms, are also billed separately. Payments or payment questions about these bills should be directed to the appropriate physician's office.

Questions About Your Bill?

If you have any questions about your hospital bill prior to or during your hospitalization, please contact a business services representative. Please note that explanations of charges for hospital services are available for review in the business services office during regular working hours. After you leave the hospital, you may call 877-433-5299.

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