Patient and Visitor Information
Welcome to Carilion Giles Community Hospital
To Our Patients: We appreciate the confidence you have placed in us for your care. Your health and welfare are the primary concern of our entire staff, and we take our jobs very seriously. We pride ourselves on our friendly and caring environment. From physicians and nurses who manage your medical care, to the support staff overseeing your comfort, we have dedicated ourselves to your better health. As an important hometown hospital within Carilion’s health system, our mission is to improve the health of the communities we serve – each day. In fact, we’ve been doing just that for more than 50 years. Since our first day open in 1950, we have steadily provided new services and technology to meet the healthcare needs of families in Giles County and the surrounding communities. To orient you to the hospital’s services, we have prepared these materials for use during your stay. Should you have any additional questions or concerns, please feel free to ask any member of our staff. We thank you for the privilege of serving you. Again, welcome to Carilion Giles Community Hospital.
Sincerely, James Tyler Vice President, Hospital Administrator Carilion Giles Community Hospital 1
We’re Here to Serve Providing 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 keeping the hospital building and systems in operation. But whatever job Carilion Giles Community Hospital employees and staff are doing, they are doing it for you.
CARILION GILES COMMUNITY HOSPITAL MISSION, VALUES AND VISION OUR MISSION: Carilion Giles Community Hospital will provide access to quality healthcare and related services, improve health status and promote healthy lifestyles in the communities served. OUR VALUES: We will deliver quality care in a friendly atmosphere with a positive attitude. We place high regard on integrity and accountability and will act responsibly, ethically and confidentially with all. We will make a difference through individualized treatment through loyalty to and compassion for our patients. OUR VISION: Carilion Giles Community Hospital will be the leader in promoting health and providing health services in its rural service area. – We will always be committed to delivering superior quality and value. – We will provide access to an integrated system of comprehensive health services within our hospital and through other affiliated hospitals. – We will be an employer of choice in the community. – We will form collaborative relationships to improve community health status. – We will maintain the financial integrity necessary to service the needs of our community. – We will meet or exceed the needs and expectations of those we serve. 2
Table of Contents About Carilion Giles Community Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Patient Care Partnership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Your Rights and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Patient Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Patient Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Advance Directives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Infection Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voicing Your Concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5 5 5 7 7 7 8
Helpful Information at Your Fingertips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calling From Your Room or Within the Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Outside Telephone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cafeteria and Vending Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mail and Flowers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Spiritual Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Television and Newspapers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Visitation Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Volunteers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Patient Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Your Visit to the Emergency Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accommodations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admission and Planning for Discharge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HIPAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Identification Bracelet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pass Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Patient Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Electrical Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Room Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Smoking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fall Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reporting a Change in Your Condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Surgical Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tobacco Cessation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Meals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Regarding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Help With Your Bill and Filing Insurance Claims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What You May Need During Your Stay, What to Leave Home . . . . . . . . . . . . . . . . . . . . . Your Care While You Are With Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Hospital Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Health Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 3
About Carilion Giles Community Hospital Under the peak of Angel’s Rest and surrounded by the beautiful mountains of Pearisburg, Va., lies the new Carilion Giles Community Hospital (CGCH). For more than 50 years, CGCH, formerly Giles Memorial Hospital then Carilion Giles Memorial Hospital, has served the residents, neighbors and visitors of Giles County. The hospital’s expert medical staff offers advanced diagnostics and quality healthcare through services that include: • A 24-hour emergency department • Imaging diagnostics such as CT, bone scans, mammography, nuclear medicine studies and mobile MRI • Surgical services from general to specialized procedures such as orthopaedics • Cardiac and pulmonary rehabilitation, physical therapy, occupational therapy and speech therapy • A comprehensive Diabetes Management program In 2002, the CGCH staff applied for and was granted a government designation of Critical Access in a rural setting. This status allows rural hospitals to maintain high-quality services in a very competitive healthcare marketplace. Today, CGCH is one of the leading hospitals of this kind in the nation. As one of Carilion Clinic’s not-for-profit hospitals, all dollars go back into patient care programs. At CGCH, the truly outstanding element that sets this hospital apart is the motivated, caring and giving staff. Their commitment to delivering friendly, quality care close to home never wavers. Together, this multidisciplinary team is finding better ways to serve its community. While we pride ourselves in serving as your hometown hospital, we have implemented high-tech systems, such as an automated medication delivery system, to help us deliver the best of care. As a part of the local community, the staff of CGCH is involved with education, screenings and health fairs. Our employees enthusiastically support community activities such as the American Cancer Society Relay for Life and the United Way campaign, and we participate in many other local events. Funding provided by the Carilion Foundation and Community Health Fund have contributed to many programs for the betterment of our region, including support for the free clinic, dental clinic, and adult daycare and childcare services.
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Patient Care Partnership UNDERSTANDING YOUR RIGHTS AND RESPONSIBILITIES Carilion Giles Community Hospital and all other Carilion Clinic facilities 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 healthcare 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 an advance directive about your healthcare treatment preferences and to have hospital staff comply with that directive.” 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 the presence of a family member or representative support person, such as a family member, close friend or loved one. The presence of that support person may be limited if it infringes on others’ rights, raises safety concerns or is not medically indicated. You have the right to have your support person and your own physician notified promptly of your admission to the hospital. • You have the right to receive treatment in a safe, abuse-free environment without discrimination as to age, race, ethnicity, religion, culture, language, physicial or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, race, color, religion, 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 take part in resolving ethical issues or conflicts that arise during the course of your care. • You have the right not to be transferred to another facility unless you are given a complete explanation of the transfer, informed of alternatives to the transfer and consent to the transfer. • 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.
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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. • 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). If you have already completed an advance directive you will be asked to provide a copy for your medical records. For further information about your advance directive, please consult your social worker, case manager or nurse. INFECTION CONTROL Everyone plays an important role in infection prevention, including hospital staff, patients and visitors. Clean hands are your best protection against infection. Clean your hands before you eat, after using the restroom, before and after changing wound dressings, and after contact with body fluids. You can clean your hands with soap and water or by using a hand sanitizer. After applying the sanitizer, continue to rub over all parts of your hands until it dries. This should take about 15 seconds.
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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. 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 a 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 frequently disinfect surfaces like countertops, sinks, phones and TV remotes.
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, please contact the hospital’s management. Ask your nurse or the hospital operator to call an administrative representative for you. If you have questions, comments or concerns about your care or safety, please contact our hospital administration at 540-922-4104. If you have questions about patient rights or responsibilities, quality of care, 8
coverage decisions or premature discharges, you may also notify: Virginia Department of Health Office of Licensure and Certification 9960 Maryland Drive, Suite 401 Richmond, Virginia 23233 Phone 800-955-1819 Carilion Giles Community 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 YOUR ROOM OR WITHIN THE HOSPITAL For local calls, dial 9 for an outside line. For long-distance calls, you will need to have a calling card or call collect. Dial 0 to reach the hospital operator for assistance. OUTSIDE TELEPHONE CALLS Your room phone has a direct number for your family and friends to use. Please ask your nurse for the direct telephone number to your room if it is not noted on your telephone. The main telephone number is 540-921-6000. Calls to patient rooms through the hospital operator are not forwarded after 9 p.m. CAFETERIA AND VENDING MACHINES Our cafeteria is located down the hall of the left wing of the hospital. Hot meals are available Monday through Friday: breakfast, 7 – 8:30 a.m.; lunch, 11 a.m. – 1 p.m.; and dinner, 5 – 6 p.m. On weekends, a continental breakfast is served from 7 – 8:30 a.m., and a hot lunch from 11 a.m. – 1 p.m. Snacks are available for purchase from 1 – 2 p.m. Dinner is not served in 9
the cafeteria on weekends. In addition, vending machines are available 24 hours daily and are located behind the gift shop. Snacks and drinks are available. MAIL AND FLOWERS Any mail or flowers addressed to you will be delivered to your room. Your address at the hospital is: Your Name, Carilion Giles Community Hospital, 159 Hartley Way, Pearisburg, VA 24134. Mail or flowers received after your discharge will be sent to your home address. Our volunteers will gladly mail out stamped letters or cards you wish to send. PARKING Visitors should park in designated spaces in the front of the hospital. The circle near the front door is for drop-off only. Please do not leave a vehicle there unattended. SECURITY All departments, including the Emergency Department, are accessible through the main entrance, which is open 24 hours a day, every day. Security personnel are on duty evenings and weekends. SPIRITUAL CARE Our chapel is located across the main lobby from patient access for the use of patients and their families. TELEVISION AND NEWSPAPERS Each patient room is equipped with a color television with a variety of cable stations. Below are network television stations available and the channels where they can be located. Channel 7 12 10 13 4 6 10
Station
Programming
WDBJ FOX 21/27 WSLS WSET WOAY WVVA
CBS Roanoke FOX Roanoke NBC Roanoke ABC Lynchburg Bluefield Bluefield
Complimentary newspapers from the Roanoke Times (weekdays) and Virginian Leader (Wednesday only) are available. Newspaper vending for the Virginian Leader is located near the main entrance. VISITATION INFORMATION In the Medical/Surgical Unit visitation is not restricted unless required by patient condition, however, children must be accompanied by a parent or guardian. Visiting hours for the Special Care Unit are from 9 a.m. to 8 p.m. for 10 – 15 minutes as patient condition allows. No more than two people may visit at a time and children 12 and under are not permitted. For the safety and security of our patients, visitors and staff, all visitors to the Emergency Department area must be accompanied by a staff member to the patient’s room. There are times when visitors will not be allowed in the ED area because of patient condition, infection control, or to allows privacy to other patients. Adult patients are allowed one visitor at a time and children may have two. All visitors are asked to remain in the room they are escorted to unless otherwise directed by staff. Our patients have the right to choose who is or is not allowed to visit them while admitted to our facility. The hospital has the right to remove visitors disrupting care or posing a security threat. All visitors must adhere to hospital policies related to patient care and safety. Information may be posted outside of a patient’s room with specific guidelines related to infection control or other issues. Ask a member of our staff if you have any questions. VOLUNTEERS Volunteers help make your stay more comfortable by assisting in many ways, including: • Greeting visitors in the lobby and the surgical waiting room • Providing hospital information and directions • Delivering mail, flowers, newspapers and packages in the hospital for patients • Providing clerical help and helping organize events • Working in our gift shop If you have special skills or interests, or simply wish to donate your time to volunteering, call 540-922-4294. 11
Patient Services YOUR VISIT TO THE EMERGENCY DEPARTMENT The Emergency Department (ED) is open at all times. Upon arrival to the ED, you will speak with a nurse about your illness or injury. The first nurse that you encounter is called the triage nurse. The triage nurse is responsible for determining the order in which patients will be seen based on the severity of the illness or injury by asking you questions and taking your vital signs. These vital tests can include blood pressure, heart rate, breathing rate and temperature. Once in the ED you may have medical tests to help determine your diagnosis and treatments. The time to process tests and receive results varies. Some tests take minutes while others take hours. Ask a member of our staff if you feel you have waited longer than expected. No person will be denied emergency care because of their inability to pay for services. ACCOMMODATIONS We make every effort to provide you with a comfortable hospital room. Your room assignment at Carilion Giles Community Hospital is based upon your condition and the bed availability on the day of your arrival. 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. The admitting offices 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 requested at the time of admission. An admission deposit is expected on all admissions that have no insurance. In some cases, the admitting office may refer you to the Social Services Department for possible assistance.
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Your continued recuperation and the continuity of services are dependent upon effective discharge planning. Your hospitalist or primary care physician will help coordinate and authorize your discharge. Your social worker/case manager 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, transportation, 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. Any valuables you had when admitted can be secured and recorded by the nursing staff upon your request. 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, 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. This band ensures proper identification for medication and procedures. It must be worn at all times during your hospital stay. Make sure your healthcare worker identifies you by looking at, or scanning, your armband and asking you to state your name and date of birth. Speak up if you feel you are not appropriately identified.� PASS CODE At CGCH, a pass code will be assigned to each patient upon admission. Information regarding the patient will only be shared with persons who can provide the pass code.
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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 and non-essential grooming items may not be allowed in patient rooms. Personal cell phones may be used in the main lobby, waiting areas and all exteriors. • Room Safety - Side rails are used for your personal safety and welfare. 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 - Carilion Giles Community Hospital is a tobacco-free facility. Smoking or use of any tobacco products is prohibited on the hospital’s campus. • Fall Prevention - We want to prevent you from falling while in the hospital. Please use the following fall prevention measures: • Call for assistance before getting up or going to the bathroom on your own. • Ask for skid proof socks to wear during your stay. • Report dizziness, weakness or a history of falling to the staff. • Staff may apply a yellow armband which communicates to others that you are at risk for falls. • Reporting a Change in Your Condition - If you feel your health condition is worsening, please call for a nurse and report your concerns immediately. You or your advocate may ask for an evaluation by the charge nurse or the nursing supervisor. 14
A Rapid Response Team consisting of the charge nurse, nursing supervisor and respiratory therapist may work together to evaluate your condition. • Surgical Safety - If you are undergoing a surgical procedure, the following measures can help keep you safe. You or your advocate should: • Talk to your doctor about your procedure and what to expect. Ask questions – you have the right to know. • Make sure the doctor and/or attendant marks the correct body part that will be operated on and has correctly identified you and your procedure. There may be a fire or disaster drill while you are in the hospital. These drills are required by law and are designed to prepare staff in the event of a real disaster. During these drills, we ask you and your visitors to remain in your room.
SMOKING CESSATION Carilion Giles Community Hospital would like to help you quit smoking, dipping or chewing tobacco. Using a Quit Line doubles a person’s chances of successfully quitting, while multiple calls triple the success rates. Smoking cessation Quit Lines are toll-free telephone centers that connect callers to trained experts to help you stop using tobacco. We want you to be one of the thousands of lives saved by using a Quit Line. National Helpline ……………………..……. 1-800-784-8669 Virginia – Smoke Free Virginia Helpline ….. 1-877-856-5177 West Virginia – WV Tobacco Quit Line …… 1-877-988-8784 For more information, contact CGCH Cardiac Rehabilitation at 540-922-4121. Free Online Assistance Freedom From Smoking American Lung Association’s smoking cessation program is available online for free (scroll down to link, requires registration to access). www.lungusa.org/ffs 15
Federal Online Program USDHHS (NIH, CDC, NCI) sponsored online cessation program, includes instant messaging. www.smokefree.gov Chew Free A free online quitting program especially for smokeless tobacco users, funded by NCI. www.chewfree.com MEALS Your doctor, in consultation with a registered dietitian, will determine the diet best suited to your personal and specific nutritional needs. A food service representative will bring you a menu so you can make your meal selections. The menu will reflect the diet that has been ordered for you.
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 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: 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 deposit and the full amount of the bill is expected to be paid within 30 days. If other arrangements are necessary, please contact Carilion Patient Payment Services. Carilion Clinic also offers assistance to patients with limited ability to meet their financial obligations. A patient financial specialist from Patient Advocacy Service may attempt to contact you while in the hospital to assist you in making financial arrangements. 16
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. WHAT YOU MAY NEED DURING YOUR STAY, 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 emergency 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. When you are discharged, you will return to the care of your primary care physician. Hospitalists are physicians who specialize in caring for patients in the hospital. They do not have an outpatient medical practice. Hospitalists provide a smooth recovery process by following up with your treatment plan, which is based on daily progress and test results. Our hospitalists are also familiar with every specialist and department in the hospital, which enables them to consult with other professionals who participate in your care. Consultations with others are necessary in some cases, and our hospitalists will arrange for these, too. Please be sure to notify your hospitalist if you are under the care of other doctors, so they can be 17
informed of your hospital stay as well. Our nursing staff provides 24-hour care during your stay and includes professional registered nurses, licensed practical nurses and nursing assistants. A unit director or manager is responsible for coordinating care on each unit. Please feel free to talk with our staff if you have questions or concerns.
HOSPITAL SERVICES • Cardiac care – cardiac and pulmonary rehabilitation, congestive heart failure program, echocardiography, stress testing • Clinical laboratory services • Diabetes management • Emergency services – 24-hour care, emergency transportation, chest pain and stroke program, clinical forensic nurse program • General medical – inpatient services • Imaging services, including CT, mobile MRI, ultrasound, bone density, vascular studies and nuclear studies • Intensive care services • Digital Mammography screening • Inpatient and outpatient nutritional counseling • Pharmacy services (inpatient) • Prevention and education programs • Rehabilitation (physical, occupational, speech) • Respiratory care • Social services and case management • Surgical care – endoscopic, orthopaedic and general surgery • Swing Bed Rehabilitation/Skilled Nursing Program
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HEALTH INFORMATION If you or a loved one have a medical condition and would like more information regarding a particular disease, please contact Carilion Clinic. The helpline 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 with your health-related questions at 540-266-6000 or 800-422-8482, Monday – Friday, 8 a.m. - 5 p.m. You may also find a wealth of healthcare information and service overviews on our website at www.CarilionClinic.org/cgch.
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Carilion Giles Community Hospital 159 Hartley Way Pearisburg, VA 24134 540-921-6000 www.CarilionClinic.org/cgch
Š2011 Carilion Clinic Strategic Development J153 5/11/GG