Patient and Visitor Information
Welcome to Bedford Memorial Hospital
To Our Patients: From the moment you arrive, to the moment you leave our campus, your care and welfare are our greatest concern. We believe our healthcare team will serve you and provide you with the most up-to-date treatment available, in an environment that is friendly and caring. We live our mission every day - to improve the health of the communities we serve. In fact, we’ve been doing just that for more than 55 years. Since we opened our doors in 1955, we have steadily provided new services and technology to meet the healthcare needs of families in Bedford County and the surrounding communities. With that in mind, we have prepared these materials for use during your hospital stay. Should you have any additional questions or concerns, please feel free to ask any member of our team. We are committed to caring for and serving our community, and we thank you for the privilege to serve you. Again, welcome to Bedford Memorial Hospital. Sincerely,
Patti O. Jurkus President and CEO Bedford Memorial Hospital 1
We’re Here to Serve To provide you – our patient – with the best possible care takes the cooperative efforts of many different people doing many different jobs. Not only are there doctors, nurses, therapists and technicians to help you, there are many employees you may not meet face-to-face, such as registration representatives, security officers, medical records transcriptionists, telephone operators and secretaries, to name only a few. Plus, you will find our housekeeping staff keeping your room clean; dietary personnel preparing and serving your meals; and maintenance personnel who keep the hospital building and systems in operation. But whatever job Bedford Memorial Hospital employees and staff are performing, they are doing it for you.
Bedford Memorial Hospital Mission, Values and Vision Our Mission: Bedford Memorial Hospital exists to improve the health of the communities it serves. Our Values: Respect:
We acknowledge the dignity, diversity and worth of the people we serve, each other and our institutions.
Integrity:
We act responsibly, honestly, confidentially and within ethical and professional principles.
Excellence:
We strive to improve continually in everything we do as individuals, team and organizations.
People:
The people of Bedford Memorial Hospital and its affiliated organizations are the source of its success, knowledge, skill and compassion.
Our Expectations: We are dedicated to the highest quality of customer service, delivered with a sense of warmth, friendliness, individual pride and company spirit. 2
Table of Contents History of Bedford Memorial Hospital . . . . . . . . . . . . . . . . . . . . . . . . 4 Patient Care Partnership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Patient Rights and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . Advance Directives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Infection Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Help With Your Bill and Filing Insurance Claims . . . . . . . . . . . . Voicing Your Concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Helpful Information at Your Fingertips . . . . . . . . . . . . . . . . . . . . . . . Calling From Within the Hospital . . . . . . . . . . . . . . . . . . . . . . . . Food and Vending Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . Mail and Flowers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Newspapers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Spiritual Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Television . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Visitation Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Volunteers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Patient Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accommodations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admission and Planning for Discharge . . . . . . . . . . . . . . . . . . . . HIPAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Identification Bracelet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Patient Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Electrical Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Room Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Smoking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Regarding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What to Bring, What to Leave Home . . . . . . . . . . . . . . . . . . . . . Your Care While You Are With Us . . . . . . . . . . . . . . . . . . . . . . . Hospitalists (in-hospital Doctors) . . . . . . . . . . . . . . . . . . . . . .
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Hospital Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Health Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 3
History of Bedford Memorial Hospital Converted homes, built in the 1930s: that’s where Bedford residents received medical care. Knowing that a larger, better-equipped hospital was needed, the idea arose to build a new one as a memorial to honor community members who served in World War ll. With excitement in the air, on Feb. 20, 1955, Bedford dedicated a new hospital. Nearly 2,000 people attended the opening, and the local paper called the event the “greatest civic undertaking in modern times.” The hospital welcomed its first patient March 8, 1955, and by April 1, 1957, the hospital celebrated the delivery of its 1,000th baby. Later, the hospital became known as “the best little hospital in Virginia.” Hospital expansion in 1964 accommodated private rooms and a longterm care unit, and in 1974, the hospital began an addition to accommodate another 100 beds in a long-term care wing. In the early 1980s, the hospital merged with the Roanoke Hospital Association and by 1987, another renovation and expansion project was completed. In 1996, under a new branding strategy and guideline, the hospital was renamed Carilion Bedford Memorial Hospital to reflect its partnership with Carilion Health System in Roanoke. Two years later, Carilion appropriated funds to expand services and improve technology. The initiative resulted in renovations of the hospital lobby, expansion of the Emergency Department and completion of a two-story medical office building, which now serves as the main entrance of the hospital. Carilion and Centra Health (Lynchburg) signed a formal letter of agreement on July 9, 2001, to jointly own and operate Carilion Bedford Memorial Hospital, and reflective of this partnership, the name of the facility was changed to Bedford Memorial Hospital. Today, Bedford County is the fastest growing Virginia county west of Interstate 95. It continues to attract families from nearby larger cities as well as retirees from outside the region. As a major employer in the county, the hospital has provided jobs for county residents so they can work and live in this beautiful area. Now, as in the middle of last century, Bedford’s community strength is surprising. What looks like a small town has a major “can-do” medical facility for everyone’s future – Bedford Memorial Hospital. 4
Patient Care Partnership Understanding Your Rights and Responsibilities Bedford Memorial Hospital, along with Carilion and Centra Health, are committed to providing an environment which fosters quality healthcare for its patients as described below. Employees are expected to assist patients in understanding and exercising their rights. Likewise, patients are expected to understand their responsibilities to their caregivers and other individuals attempting to provide services to them. Our entire staff serves the community in all their ethnic, religious and economic diversity. Our goal is for you, and your family, to have the same care and attention we would want for our families and ourselves. The following sections explain some of the basics about how you can expect to be treated during your hospital stay. They also cover what we will need from you to care for you better. If you have questions at any time, please ask them. Unasked or unanswered questions can add to the stress of being in the hospital. Your comfort and confidence in your care are very important to us. Patient Rights We are dedicated to giving you the best healthcare and service possible. As a patient here, you may expect to receive considerate and respectful care. We will honor your rights to be informed and to be involved in making decisions about your care. You have the following rights as a competent adult patient: • You have the right to know about your illness and proposed treatment and to participate in the development of your plan of care. Information will be given to you by your doctors and other members of your health care team in language you can understand. • You have the right to make decisions about your care, including the right to know why you need an operation or treatment and who will perform that operation or treatment. This includes the right to refuse care or treatment and to know what may happen if you do not have this care or treatment. • You have the right to develop advance directives and to have hospital staff comply with those directives. 5
• You have the right to access all information contained in your medical record within a reasonable amount of time (usually 15 days). This includes the right to know the name of the doctor who is in charge of your care and the names of all other health system staff taking care of you. • You have the right to have a family member or representative and your own physician notified promptly of your hospital admission. • You have the right to receive treatment in a safe, abuse-free environment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation or source of payment. • You have the right to personal privacy while in the hospital and to have all information about your illness and care treated as confidential. • You have the right to be free from restraints or seclusion of any form that is not medically indicated. • You have the right to receive appropriate assessment and management of pain. • You have the right to agree or refuse to take part in any study or experiment related to your care or treatment. • You have the right to review your bills and have any questions you have about them answered. • You have the right to discuss your concerns or file a complaint with the hospital regarding your experience as a patient here, and to receive a response in a timely manner. You also have the right to an internal appeal to any response that you receive and a right to file a complaint with an external agency. • You have the right to know your rights and responsibilities before treatment, if possible. Patient Responsibilities In order to receive optimal care, you and your family are responsible for: • Providing accurate information about your present illness and past medical history and wishes for your medical care. • Seeking clarification when necessary to fully understand your health problems and the proposed plan of care. • Following through on your agreed plan of care. • Considering and respecting the rights of others. • Being courteous. 6
• Providing accurate information for insurance claims and working with Carilion to make payment arrangements when necessary, so that others can benefit from the services provided here. • Following visitation policies of the hospital. • Following the rules and regulations of Carilion and of the Commonwealth of Virginia, which forbid: - engaging in verbal or physical abuse. - using alcohol or illegal substances. - carrying weapons of any kind. Advance Directives You have rights under Virginia law to make decisions about your medical care. These rights include the right to accept or refuse care and the right to make advance directives about your care (a durable medical power-of-attorney and/or a living will). For further information about your advance directives, please consult your social worker or nurse. Infection Control Everyone plays an important role in infection prevention, including hospital staff, patients and visitors. Help us prevent the spread of infection by following these guidelines: • Clean hands are your best protection against infection. Wash your hands before you eat, after using the restroom, before and after changing wound dressings and after contact with body fluids. You can wash your hands with soap and water or by using a hand sanitizer. Follow these steps to ensure adequate cleaning of hands: - Wet hands with warm water and then apply soap. Rub your hands together vigorously for 15 seconds or longer. Get in between fingers and scrub wrist areas. Friction is necessary to rid your hands of germs. Rinse your hands and dry them. Use a clean paper towel to turn off the water faucet. Discard the paper towel in a trash can. - Waterless hand sanitizers are very effective for preventing the spread of infection – if you use enough to cover your hands and wrists well. After applying the sanitizer, it should take about 15 seconds to rub your hands dry. 7
- Expect our staff to clean their hands before and after patient care. Remind them if they forget. It’s okay to ask someone to clean their hands. Your health may depend on it. • Cover your sneeze or cough with a tissue. If you don’t have a tissue, cough or sneeze into your upper arm – not your hands! Before you cough or sneeze you should always turn away from other people. Discard used tissues in the trash and then clean your hands. • Ask family and friends not to visit if they’re sick. If they must visit, ask them to talk to the nurse before entering the room. Protective items, such as a mask, may be required. Make sure to eliminate germs when you go home by using disinfectants, such as sprays and wipes, to clean surfaces often. Some germs can live three days or longer on hard surfaces. That’s why it’s so important to disinfect surfaces like countertops, sinks, phones and TV remotes often. Help With Your Bill and Filing Insurance Claims Our staff will file claims for you with healthcare insurers or other programs such as Medicare and Medicaid. They also will help your doctor with needed documentation. Hospital bills and insurance coverage are often confusing. If you have questions, please contact Patient Payment Services or our business office at 540-224-5500 or 888-822-1872. If you need help understanding your insurance coverage or health plan, start with your insurance company or health benefits manager. If you do not have health coverage, we will try to help you and your family find financial help or make other arrangements. We need your help with collecting needed information and other requirements to obtain coverage or assistance. Voicing Your Concerns We are always interested in improving. If you have any concerns about patient care and safety in the hospital that have not been addressed, contact the hospital’s management. Ask your nurse or the hospital operator to call an administrative representative for you, or call 540-587-3241.
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If you have questions about patient rights or responsibilities, quality of care, coverage decisions or premature discharges, you may also notify: Department of Health Center for Quality Health Care Services and Consumer Protection 3600 W. Broad Street, Suite 216 Richmond, Virginia 23230 800-955-1819 Bedford Memorial Hospital is accredited by several agencies, including the Joint Commission, whose mission is to continuously foster and improve the safety and quality of care provided to the public through the organizations that seek its accreditation. If issues cannot be resolved by the hospital, you may also contact the Joint Commission’s Office of Quality Monitoring. You may report any concerns or register complaints about a Joint Commission-accredited healthcare organization by calling 800-994-6610 or emailing complaint@jcaho.org.
Helpful Information at Your Fingertips Calling From Within the Hospital For local calls, dial “9” for an outside line. For long distance, dial “0” to reach the switchboard operator for assistance. Food and Vending Machines Our cafeteria is located on the first floor. Lunch is served from 11:15 a.m. – 1:30 p.m. In addition, vending machines are available 24 hours daily and are located in the dining room area. Microwave ovens are provided. Snack and drink machines are also located in the waiting area near the emergency department registration and the front entrance. Mail and Flowers Any mail or flowers addressed to you will be delivered to your room. Mail or flowers received after your discharge will be sent to your home address.
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Newspapers Newspaper vendor boxes are available at the front entrance and in the hospital gift shop. The Bedford Bulletin and Roanoke Times newspapers are available for purchase at these locations. Parking Parking for hospital patients and visitors is located adjacent to the Bedford Medical Office Building and the hospital main entrance. Patients and visitors are cautioned not to park in emergency spaces. Security Security services are available throughout the hospital 24 hours a day. Video surveillance is a safety precaution used throughout the facility and campus. Spiritual Care To help with your spiritual needs, a hospital chaplain provides support during difficult times for both patient and family. You may request a visit from the chaplain by contacting the switchboard. The hospital chapel is located on the first floor near the emergency department registration. Telephones The main telephone number is 540-586-2441. Calls to patient rooms are restricted from 9 p.m. – 7 a.m. Television Each room is equipped with cable, color television. Below is a partial list of stations available and the channels where they can be located. Channel 7 8 9 10 11 12 10
Station
Programming
WDBJ FOX 21/27 BRPT WSLS WSET Local Cable
CBS FOX PBS NBC ABC
Visitation Hours Normal visiting hours are 8 a.m. – 8 p.m. for medical and surgical visits. Specific guidelines for visiting intensive care patients are posted on the Intensive Care Unit door. Volunteers Volunteers help make your stay more comfortable by assisting in many ways, including: • Welcoming incoming patients. • Giving directions and hospital location information. • Delivering mail, flowers, newspapers and packages in the hospital for patients. • Acting as a receptionist and liaison with patients’ families. If you have special skills or interests, or simply wish to donate your time to volunteer, contact the Hospital Auxiliary at (540) 587-3317.
Patient Services Accommodations We make every effort to provide you with a comfortable hospital room. Private and semi-private rooms are available. Contact your nurse if your room doesn't meet your expectations or if you need special accommodations. Admission and Planning for Discharge We appreciate your cooperation in helping us complete your admission form. This form is not only a vital part of our medical and legal records, but it is required by Virginia law. All information on your admission form is kept confidential. Our admitting office personnel will also ask you to sign necessary forms and make financial arrangements for any balance not covered by insurance. Any deductible not covered by insurance is expected to be paid at the time of admission. An admission deposit is expected on all admitted patients who have no insurance. In some cases, the admitting office may refer you to our 11
social worker for possible assistance. Your continued health and recuperation and our continuity of services are also dependent upon effective discharge planning. Your physician will help coordinate and authorize your discharge. Your social worker will assist you and your family in coping with your hospitalization, illness, diagnosis and life situations. They will also assist you in making plans and arrangements for your continued care once you leave the hospital. These services include assistance with nursing home or adult home placement, home health and hospice care, any necessary home equipment needs or services, and referrals to community resources. Please make sure to take all personal belongings with you when you are discharged. All items deposited in the vault may be withdrawn at any time by our registration staff. For your safety, please do not leave the hospital without someone from our staff to assist you. HIPAA The Health Insurance Portability and Accountability Act (HIPAA) of 1996 established national standards to protect patients' personal and medical records. The regulations outlined by HIPAA protect the medical records and other personal health information maintained by healthcare providers, health plans and health insurers, and healthcare clearinghouses. If you have any questions about your privacy rights as a patient, please ask your social worker or nurse. Identification Bracelet When you are admitted, you will be given a wristband with your name on it. Because this band ensures proper identification for medication and procedures, it must be worn at all times during your hospital stay. Patient Safety We are sincerely committed to doing everything possible to make you feel safe during your stay. Please help us help you by following these safety regulations: • Electrical Equipment: - Electronic devices often interfere with medical equipment, so personal radios, televisions, computer games, mobile phones 12
and non-essential grooming items may not be allowed in patient rooms. Personal cell phones may be used in the main lobby, all waiting areas and all exteriors. • Room Safety: - Side rails are used for your personal safety and welfare. Therefore, only nursing personnel should make any adjustment in side rails. - A nurse call system is within easy reach. Please use the call system for assistance, particularly if you've been asked to do so. - Tell our staff right away if any equipment in your room isn’t working properly. - Don’t try to get in or out of a wheelchair by yourself. Always ask for help if you need assistance. - The bathroom contains an emergency cord if you need assistance. Don’t try to get up without help if you feel weak or unsteady. • Smoking: - Smoking or use of any other tobacco product is prohibited in all buildings and on campus. Regarding Your Bill The hospital's basic daily charge includes your room and a portion of your nursing care, medical records, bedside meals, housekeeping, laundry, building maintenance and admissions. Additional charges will be made for some items, such as medications, anesthesia, operating room, recovery room, laboratory tests, X-rays, respiratory therapy and other diagnostic and therapeutic services. If you have insurance, you can help us in expediting your claim by furnishing the following information: • Copy of insurance card. • Name of the company that carries your group insurance. • Policy number. • Whether your insurance requires pre-admission review. All co-insurances are due and payable within 30 days after your insurance pays. If you do not have insurance, you are requested to make a cash deposit at the time of admission. The difference between the cash 13
deposit and the full amount of the bill is expected to be paid within 30 days. If other arrangements are necessary, please contact our business office or Carilion Patient Payment Services. Carilion Clinic also offers assistance to patients with limited ability to meet their financial obligations. A patient financial specialist from Eligibility Assistance Service may attempt to contact you while in the hospital to assist you in making financial arrangements. Listed below are some of the healthcare providers from whom you may receive a bill: • Carilion Providers: - Carilion Professional Billing - Carilion Hospital Billing - Carilion Consolidated Labs
540-224-5688 540-224-5500 540-342-2772
800-540-1487 888-822-1872 888-200-4775
• Non-Carilion Providers: -
Emergency Department Physician Billing Pathology Associates Radiology Associates Radiology Consultants of Lynchburg, Inc.
866-435-7549 540-772-2280 540-772-2280 434-237-4262
What to Bring, What to Leave Home For your comfort, please only bring essential personal items, such as pajamas or a nightgown, bathrobe, slippers, personal toiletry items and reading material. Also, bring the names and telephone numbers of family members and friends who are your next-of-kin contact should we need to get in touch with them. Please leave jewelry and other expensive or sentimentally valuable items at home. If you wear contact lenses, dentures, removable bridges or a prosthetic device, please tell your nurse when you are admitted. Your Care While You Are With Us During your hospital stay, you may be seen by a hospitalist. (Surgery and podiatric patients may not see a hospitalist.) Hospitalists are physicians who specialize in caring for patients in the hospital. They do not have an outpatient medical practice. Most hospitalists are general internal medicine physicians, family practice 14
physicians or pediatricians. Some, however, are trained as specialists in pulmonary/critical care medicine, cardiology or other subspecialties. If your primary care physician (PCP) determines that hospitalization is needed, our hospitalists will take responsibility for your care, arranging testing and treatment with the hospital’s nursing and healthcare staff. They will also communicate to you and your PCP the prescribed inpatient treatment program, therapies and progress. Upon discharge, your PCP then takes the lead role in your follow-up care. This physician partnership allows doctors to concentrate on the type of medicine they do best and gives patients high-quality medical care. Hospital Services • Cardiac care – cardiac and pulmonary rehabilitation, congestive heart failure program, echocardiography, nuclear cardiac and stress testing • Clinical laboratory services • Diabetes management • Emergency services – 24-hour care, emergency transportation, chest pain program, clinical forensic nurse program • General medical – inpatient services • Home care services – hospice, home medical equipment, home health • Imaging services, including CT, Mobile MRI and bone density • Intensive care services • Mammography screening • Nutrition – counseling • On-site specialty clinics – cardiology, geriatric, oncology/hematology, podiatry, urology, and wound care • Pharmacy services • Prevention and education programs • Rehabilitation (Physical, Occupational, Speech) • Respiratory care • Skilled and long-term care services • Social services • Surgical care – operating and endoscopic rooms offering general surgery, GYN, endoscopy, ophthalmology and podiatry • Vascular lab • Women’s services – GYN Care 15
Health Information If you or a loved one have a medical condition and would like more information regarding a particular disease, please visit www.CarilionClinic.org or call Carilion Clinic. The help-line is staffed with nurses available to assist you in finding appropriate support groups, printed material about your condition and educational classes that may be helpful to you. Call Carilion Clinic at 540-266-6000 or 800-422-8482, Monday – Friday, 8 a.m. - 5 p.m. with any of your health-related questions.
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Bedford Memorial Hospital 1613 Oakwood St. Bedford, VA 24523 540-586-2441 www.bmhva.com Š2007 Carilion Clinic Strategic Development 3-20-298 R/8/10/GG