We Offer The Following: • Home Oxygen Therapy • CPAP/BIPAP Therapy • Invasive and Non-Invasive Positive Pressure
We provide 24-hour, on-call service along with a highly trained staff to answer all your questions.
Ventilation Management • Home Nebulizers • Breast Pumps • Wound Pumps • Hospital Beds, Wheelchairs, Cains and Walkers
6701 Airport Bld., Suite B121 Mobile, AL 36608
251.633.7491
www.providencehomemed.com
In this Guide Welcome to Providence Hospital 2 Your Stay at Providence Hospital cont. Guest Trays About Providence Hospital 3 3 3 Mission, Philosophy and Values 4 Hospital Campus & Facilities 5-8 Why Does the Building Look Like it Does? 5 Building Layout 5 6 Parking Smoking 6 Restrooms 6 Waiting Rooms 6 Chapel 7 7 Food Services Gift Shop 7 ATM 7 Telephone/Newspaper 7 Internet Access 7 Providence Lullaby 7 On-Campus Lodging and Dining 8 RV Parking 8 Your Satisfaction 9 Your Stay at Providence Hospital 10-17 Thank You for Choosing Providence 10 Your Satisfaction Comes First 10 When You Are Admitted 10 Authorization Forms 10 Patient Directory/Patient Privacy 11 Insurance Information & Hospital Billing 11 Observation Status 11 Lost and Found 12 Valuables 12 Identification Band 12 Personal Belongings 12 Nursing Care 12 Health History 13 Medications 13 Monitored Beds 13 Medical Isolation 13 Call Buttons and Bed Controls 13 Pain Management 13 13 Patient Telephone Visiting Hours 14 Who We Are History
14 Visitor Guidelines 14 Patient Meals 14 Interpreter Services/ Telecommunications for the Deaf 15 Linen 15 What Is Discharge Planning? 15 Television Service 15 Housekeeping 16 Mail and Flowers 17 Here to Serve You 18-19 Volunteer Services 18 Health Information Management (Medical Records) 18 Pastoral Care 18 SENIORSpirit! 18 Case Management/Social Work Services 19 Additional Providence Services 19-21 Providence Rehabilitation and Wellness Center 19 Providence Hospital Palliative Care 19 Wound Care Services 20 Providence Hospital Medical Office Pharmacy 20 Java Good Day Coffee Shop 20 Providence Hospitalist Services 20 Patient Portal 20 Are You a Grateful Patient? 21 Advance Directives 22-24 Patient Rights & Responsibilities 24-26 For Your Safety 27-28 Billing and Payment Philosophy 28-30
Appendix: How Medicare Covers Self-Administered Drugs Given 31 in Hospital Outpatient Settings TV Channel Lineup 32
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www.providencehospital.org
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Welcome to Providence Hospital
Todd S. Kennedy President and CEO We are proud of our long legacy of committed service, a legacy stretching back more than 160 years. I cannot thank you enough for choosing Providence Hospital, and I trust that you will find this booklet helpful. Providence is the hospital my family and I use, and we strive to make it the best for all in our community.
See www.hospitalsafetyscore. org for more details about the Hospital Safety Score 2 Visit www.consumerreports.org and click on “Health” 3 Learn more at www.bcbs.com/ why-bcbs/blue-distinction 4 For more information, search for “Get with the Guidelines” at heart.org 5 See health.usnews.com/besthospitals 1
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On behalf of the Daughters of Charity, our 2,200 associates and the physicians and volunteers, we are pleased to welcome you to Providence Hospital. I hope your stay with us is as comfortable as possible, and that we not only meet, but exceed your expectations, as well as those of your family and friends who visit you. As Mobile’s only faith-based hospital, all of us at Providence bring a special commitment to our ministry that you may not find in other area healthcare facilities. We see our work as a calling to serve, to care and to heal. Please allow me to share a few facts with you about Providence: nP rovidence Hospital was honored with an “A” grade in the Fall 2013, Spring 2014, Fall 2014, Spring 2015 and Fall 2015 updates to the Hospital Safety Score, which rates how well hospitals protect patients from accidents, errors, injuries and infections. The Hospital Safety Score is compiled under the guidance of the nation’s leading experts on patient safety and is administered by The Leapfrog Group (Leapfrog), an independent industry watchdog1. nP rovidence is rated the safest hospital in Mobile and our 15,000 surgical cases have the best rating for surgery outcomes in Mobile, according to a major consumer ratings firm2. nP rovidence is a Blue Cross and Blue Shield “Blue Distinction” Center for Spine and for Hip and Knee surgery3. nP rovidence has a robust Cardiac and Neurosurgery department staffed by the best board-certified physicians and surgeons in the community performing thousands of cardiac procedures each year. Our Heart Failure Clinic and Stroke Center are rated “Gold” and “Gold Plus” by the American Heart Association/American Stroke Association4, and U.S. News and World Report rated us “High Performing” for heart care, making us the only hospital in the area and among the top 10 percent in the nation with a High Performing service5. nP rovidence delivers more babies than any other private hospital in the region. nP rovidence has the lowest readmission rates within the community, which means better care at the right time in the right setting for you and your loved ones. nP rovidence has the only area Medicare Accountable Care Organization that is working hard to keep you well and at home. We will work with you to reconcile your medications and find social and community resources to keep you safe and well at home.
: www.providencehospital.org
About Providence Hospital Who We Are
Moved by the Sisters’ dedication, local citizens began making plans to build the Daughters their own hospital. On August 15, 1854, a board for this new organization was formed. The group purchased land at the corner of Broad and St. Anthony streets and opened a 60-bed hospital the next year. By the turn of the century, Mobile’s population had increased and shifted west. The Daughters of Charity did the same, moving the hospital History to Springhill Avenue. This second Providence Hospital traces its roots to hospital, a Mediterranean-inspired 17th-century France, where in 1633 stucco building, opened its doors in St. Vincent de Paul and St. Louise de 1902. The third Providence Hospital, Marillac founded the Daughters of Charity, a new religious order dedicated built in front of the second facility on Springhill Avenue, opened in 1952. to serving the poor. Nearly 200 years later, St. Elizabeth Ann Seton founded Population shifts and limited space at an American branch of this order in Springhill Avenue led the Daughters of Emmitsburg, Maryland. Charity to relocate Providence Hospital In 1841, Mobile’s first bishop, Michael to a 277-acre campus west of town. The Portier, asked the Daughters of Charity new $60 million facility accepted its first patients on July 15, 1987. to come to Mobile to care for children
Providence Hospital is a 349-bed, full-service medical and surgical hospital. As a member of Ascension Health, we are part of the nation’s largest Catholic and largest not-forprofit healthcare system. Our ministry has more than 2,200 associates, and the medical staff has more than 500 physicians representing every major medical specialty and subspecialty.
orphaned by yellow fever. Four Sisters from Emmitsburg arrived that year to work at the facility now known as St. Mary’s Home. In 1852, the Sisters began work in Mobile’s City Hospital during yet another yellow fever epidemic.
Today, the words of St. Vincent de Paul still inspire the Sisters, physicians and associates at Providence: “It is God who has called you here because you are going to do good work.”
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Mission, Philosophy and Values Mission Rooted in the loving ministry of Jesus as healer, we commit ourselves to serving all persons with special attention to those who are poor and vulnerable. Our Catholic health ministry is dedicated to spiritually centered, holistic care, which sustains and improves the health of individuals and communities. We are advocates for a compassionate and just society through our actions and our words.
Philosophy
n We believe that each person is created by God in His
own image and likeness. We further believe that each person, as a unity of body, mind and spirit, has been endowed with human dignity, rights and responsibilities. n We believe that the dignity and rights of each person must be protected and promoted with the utmost care, from the moment of conception throughout life until death. n We believe that in caring for the whole person, we interpret illness and suffering in light of the suffering and death of Christ and health in light of salvation. n We believe that healing is ultimately the work of God and that our involvement in healthcare is a participation in the healing ministry of Christ, a mission that we share with all those who assist us in this work. n We believe that programs of service and methods of management must respond in an integrated, holistic way to the physical, psychological and spiritual needs of persons. n We believe that persons perform best when they understand their rights and responsibilities as individuals and members of the human community; thus, we seek to develop education and evaluation programs that develop personal responsibility and accountability.
Values
We are called to: n Service of the Poor—generosity of spirit, especially for persons most in need n Reverence—respect and compassion for the dignity and diversity of life n Integrity—inspiring trust through personal leadership n Wisdom—integrating excellence and stewardship n Creativity—courageous innovation n Dedication—affirming the hope and joy of our ministry
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: www.providencehospital.org
Hospital Campus and Facilities Why Does the Building Look the Way It Does?
People who see Providence Hospital for the first time often ask, “Why does your building look the way it does?” Certainly, our patient tower is distinctive. However, its unusual appearance is a clear example of “form following function.” Designed by noted Chicago architect Bertrand Goldberg, our innovative facility is like no other hospital in the region. Most of our circular patient units, or pods, have 16 patient rooms around a central nurses’ station. This means that no room is more than 9 feet from the nursing station. Each floor has three patient pods, with a fourth pod for the elevators, waiting areas and other support services. This gives the building its four-leaf clover profile. For our patients, the building design means better access to nursing care. This is part of our mission—a mission to serve, to care and to heal.
Building Layout
Providence Hospital’s patient rooms are in the central tower (Levels 5 through 12), while support services are on the first three floors of the building. Here is a partial list of the departments on each level: Level C (1st Floor): n Cafeteria/Food Services n Educational Services n Environmental Services n Information Services n Pharmacy
Level L (2nd Floor):
n Lobby/Main Entrance/Gift Shop n Admitting
n Business Services n Chapel
n Health Information Management
(Medical Records)
n Hospital Administration n Nursing Administration
n Case Management/Social Services n Pastoral Care
n Patient Relations
n Rehabilitative Services n Volunteer Services
n Wound Care Center
and Hyperbaric Medicine
Level 3: n Emergency Department/Chest Pain Center n Laboratory n Radiology n Surgery/Main Surgery Waiting Level 4: n Preservices n Storage and Mechanical Space Level 5: n Medical Intensive Care n Neurological Intensive Care n Pulmonary Medicine n Surgical Intensive Care Level 6: n Coronary Care n Telemetry Monitored Beds n Cardiac Intervention Unit
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Hospital Campus and Facilities Levels 7 and 8: n Louise Robinson Moorer Women’s and Children’s Center n Obstetrics (7E, 7N, 7W and 8N) n Well-Baby Nurseries (Levels 7 and 8) n Special Care Nursery (Level 7) n Medical/Surgical and Pediatrics (8E, 8W)
4:00 p.m. at the Building B entrance of the Medical Office Plaza.
Levels 9 through 12: n Medical/Surgical Patient Rooms
We strive to maintain a safe environment, but the hospital cannot be responsible for vehicles in the parking lots.
The Outpatient Center building is accessible from Levels 1 and 3 of the main hospital. This building houses Outpatient Diagnostics (first floor), Outpatient Surgery, the Short Stay Unit and the GI Lab (second floor), and Cardiology, Cardiology Waiting and Main Surgery Waiting (third floor). Bridges on the first and third floors connect the Outpatient Center building to the physician office plaza. Some hospital departments are located in the Providence Medical Office Plaza. These include the Cancer Center (Building B, Terrace level), Caring Hearts Congestive Heart Failure Center (Building B, second floor) and the Diabetes Education Center (Building D, fourth floor).
Parking
Patients and visitors can park in front of the main hospital, near the emergency department and in front of the medical office buildings. Handicapped parking is available in these lots and in the spaces near the main entrance. For shuttle service, call Security in advance at (251) 633-1790. We offer valet parking from 7:00 a.m. to 6
: www.providencehospital.org
When driving on the campus, please observe all traffic signs, limit your speed to 20 miles per hour and watch closely for pedestrians.
Smoking
Providence Hospital is committed to the good health of patients, associates, physicians, volunteers and visitors. Because of this, smoking, including the use of smokeless tobacco and electronic cigarettes, is not allowed anywhere on the Providence Health System campus. This includes buildings, grounds and parking areas.
Restrooms
Public restrooms are located throughout the hospital, including near the gift shop and near the chapel on Level 2, near the main entrance to the cafeteria on Level 1, near the waiting rooms on all three levels of the Outpatient Center building and in the waiting rooms on Levels 5, 6, 7 and 11.
Waiting Rooms
The Main Surgery Waiting Room and Cardiology Waiting Room are on the third floor of the Outpatient Center building. To reach them, use the bridge on Level 3. The Intensive Care Waiting Room is on Level 5, and the Cardiac Care Waiting Room is on Level 6. Visitor waiting rooms also are available on Levels 11 and 12.
Chapel
A coffee vending machine is available on Level 12. Java Good Day Coffee The Bruno Family Chapel, on Level 2 next to the main lobby, is open to patients, Shop, located on the first floor of the B building in the Providence Medical families and visitors for private prayer. Office Plaza, offers specialty coffees and Mass is offered in this chapel at 11:30 snacks. Major credit and debit cards are a.m. Monday through Friday and 8:30 a.m. Sunday. You can watch the Masses on accepted in the cafeteria, coffee shop and some vending machines. Channel 14, which broadcasts from the chapel 24 hours a day.
Gift Shop
The Providence Hospital Auxiliary Gift Shop is in the main lobby on Level 2. It has cards, gifts, personal items and flowers. The gift shop is open from 9:00 a.m. to 7:00 p.m. Monday through Friday, 11:00 a.m. to 4:00 p.m. Saturday, Food Services and noon to 4:00 p.m. Sunday. For gift Family members may eat in the hospital cafeteria, which is on Level 1. The cafeteria shop assistance, call (251) 633-1370. hours are: Our Lady of Peace Meditation Chapel, next to the lake, is open daily from sunrise to sunset for quiet reflection for all of our guests.
ATM
Monday through Friday n Breakfast: 7:00 a.m. – 10:00 a.m. n Breakfast Grill: 7:00 a.m. – 10:00 a.m. n Continental Breakfast: 10:00 a.m. – 10:30 a.m. n Lunch Hot Line: 11:00 a.m. – 2:00 p.m. n Full-Service Grill: 11:00 a.m. – 7:00 p.m. n Dinner Hot Line: 4:00 p.m. – 7:00 p.m. Saturday and Sunday Hours n Breakfast: 7:00 a.m. – 10:00 a.m. n Breakfast Grill: 7:00 a.m. – 10:00 a.m. n Lunch: 11:00 a.m. – 2:00 p.m. n Full-Service Grill: 11:00 a.m. – 7:00 p.m. n Dinner Hot Line: 4:00 p.m. – 7:00 p.m. The cafeteria also has vending machines with sodas, sandwiches, fruit and snack items; candy and soda machines also are located throughout the patient tower.
ATMs are located on Level 1, just outside the cafeteria entrance.
Telephone/Newspaper
Public telephones are located in each waiting room and in the main lobby. Newspaper racks are outside the south (rear) exit of the main lobby and at the main entrance to the B building of the Providence Medical Office Plaza.
Internet Access
Wireless Internet access is available throughout the hospital and Outpatient Center.
Providence Lullaby
When you hear the first few notes of our Providence Lullaby, you will know that we have welcomed a new baby into the world! www.providencehospital.org :
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Hospital Campus and Facilities On-Campus Lodging and Dining
Two hotels and two restaurants are located in Providence Park, a planned development immediately west of the Providence Hospital campus: n Homewood Suites by Hilton®, Mobile: (251) 634-8664 n Hampton Inn and Suites Mobile Providence Park/Airport: (251) 776-5866 n Bonefish Grill-Mobile: (251) 633-7196 n T. G. I. Friday’s®: (251) 633-4332
RV Parking
Three spaces with electrical hookups are available for recreational vehicle parking. Please call Security at (251) 633-1790 to use this free service.
Notes ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 8
: www.providencehospital.org
ALBERT EINSTEIN 1879–1955
Truth is what stands the test of experience.
Your Satisfaction We encourage your feedback to improve care.
Hospital Compare
is a government website improvements are needed, this hospital takes part in the that allows users to compare the quality of care provided Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. The HCAHPS survey by hospitals. The information measures your satisfaction with the quality of your care. provided on this website is based on HCAHPS survey results. It is designed to be a standardized tool for measuring www.medicare.gov/ and reporting satisfaction across all hospitals in the U.S. hospitalcompare After you are released from the hospital, you may get a phone call from Professional Research n Consultants to participate in the HCAHPS survey. The Leapfrog Group The survey asks multiple choice questions about your hospital stay. Please take the time to participate rates hospitals that take in the HCAHPS survey; your feedback is valuable! part in the Leapfrog Hospital Quality and Safety Survey. The survey measures how What Is HCAHPS? well hospitals meet the The HCAHPS survey is backed by the U.S. Leapfrog Group’s quality and Department of Health and Human Services. The safety standards. Survey survey is used to improve the quality of healthcare. results are reported on HCAHPS makes survey results public so hospitals are Leapfrog’s website for users aware of where changes are needed. The results also to compare hospitals. enable healthcare consumers to review and compare www.leapfroggroup.org/cp hospitals before choosing a healthcare provider.
Your healthcare is our priority. To determine where
You are part of the team COMMUNICATE It’s your health; don’t be afraid to ask your doctors and nurses questions. PARTICIPATE You are the center of your healthcare team so ask questions, understand your treatment plan and medications, and communicate with your doctors and nurses. APPRECIATE There are hundreds of people in the hospital who need help; please be patient as doctors and nurses attend to everyone.
n
The Joint Commission
has created quality and safety standards for healthcare organizations. The Joint Commission reviews, accredits and certifies healthcare organizations that meet its high standards. Quality reports for all accredited organizations are available on its website. www.qualitycheck.org www.providencehospital.org
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Your Stay at Providence Hospital Thank You for Choosing Providence Your physician ordered your admission to Providence Hospital to manage your healthcare needs. At Providence, we have been serving, caring for and healing people since 1854. We want to show you the concern and compassion that has been our standard for more than 155 years.
Your Satisfaction Comes First
Your satisfaction with Providence Hospital is very important to every member of our staff. If you have any concerns or questions, please tell us. We promise to listen carefully, investigate the situation, address any issues and give you a full explanation. If, however, your concerns are not resolved to your satisfaction, please call the patient relations manager at (251) 633-1590. After hours, call the hospital operator and ask to speak to the administrative supervisor. The Joint Commission accredits Providence Hospital. You may contact it with issues related to your care at (800) 792-6610, via fax at (630) 792-5636 or via email to patientsafetyreport@jointcommission.org. You also may call the Alabama Department of Public Health Complaint Hotline at (800) 356-9596 or the Alabama Quality Assurance Foundation at (800) 760-4550. After your hospital stay, you may get a call from a professional research consultant to conduct a patient satisfaction survey. If you do, please take a few minutes to participate in this important process.
When You Are Admitted Authorization Forms At admissions, you signed forms to authorize your care: n The “Consent to Treatment” authorizes us to care for you while you are in the hospital. All patients must sign this form. For patients under 14 years old, the parent or legal guardian must sign. n The “Release of Information” allows us to send your medical information to your insurance company and others involved in your care or in paying your bill. n The “Financial Responsibility Statement” states you will be responsible for paying your bill. These forms do not apply to surgical procedures or other special treatments that require a separate informed 10
: www.providencehospital.org
consent. For these, your physician will ask for your signature Observation Status on a separate consent form only after explaining the Your physician may procedure or treatment. decide to admit you as an “observation status.� This allows him or her the Federal and state law protects your private health time to evaluate you and information. All healthcare providers must follow the find out if you need to be Health Insurance Portability and Accountability Act admitted as an inpatient. (HIPAA) as well as other federal and state regulations and If your physician asks guidelines. that you be admitted as observation status, At admission, you received a copy of our Notice of you will be on a Privacy Practices. This outlines how your private health regular nursing unit for information is used, who will have access to it and your observation, monitoring rights and responsibilities concerning your protected health and tests. Based on information. these, you will either be admitted as an inpatient Patients in the hospital usually want friends and family or discharged from members to be able to find them or get information about observation. Insurance them. Providence Hospital can include limited information plans handle observation about you in our patient directory. This information may in various ways—some include your name, your location in the hospital, your limit it to a certain general condition (good, fair, stable or critical) and your number of days, and religious affiliation. others may have different deductibles, coverage Providence can give your patient directory information, limits or co-pays than if except for your religious affiliation, to people who ask for you are an inpatient.
Patient Directory/Patient Privacy
you by name. Please be sure to let your family and friends know to ask for you by your first and last name. If you use a nickname or middle name as your first name, be sure to let people know to ask for you by your legal name. If you do not want to be included in the facility directory, please notify us at the time of admission.
Insurance Information & Hospital Billing Because Providence is a private, not-for-profit hospital, we must cover our expenses with payments from patients and/ or their insurance carriers. For more information on our billing policies and procedures, please see the billing and payment section of this handbook. www.providencehospital.org :
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Your Stay at Providence Hospital Lost and Found Should you or your visitors misplace any belongings during your stay, please check with our Security department at (251) 633-1790.
Valuables Providence Hospital is not responsible for valuables left in patient rooms. Please leave valuables such as rings, watches and money (other than perhaps a few dollars for personal items from the gift shop) at home, or have someone take them home for you. If this is not possible, please ask a member of the nursing staff to call Security to secure your valuables in the hospital safe until you are ready to go home.
Your insurance carrier will get a copy of your hospital bill after your stay and should pay the hospital according to your benefit plan. Charges not covered by insurance are payable at the time of discharge, and co-pays and deductibles (the patient’s portion of the bill) will be requested at the time of registration. If you have questions about your bill or insurance benefits, please call the Business Office at (251) 633-1500.
Identification Band For your safety, an identification band was put on your wrist at admission. This gives all hospital staff a positive means to identify you. Please make sure everything on your identification band is correct, and please do not remove your identification band during your hospital stay.
Personal Belongings During your stay, you may want to have your own sleepwear, bathrobe and slippers, as well as eyeglasses, contact lenses, hearing aids, dentures and other personal comfort items. While you can have these in most patient rooms, the hospital is not responsible for their loss or breakage. When you are not using your eyeglasses, contact lenses or hearing aids, please store them in their protective cases. Place dentures in a denture cup when you are not wearing them, rather than wrapping them in a towel or napkin or leaving them in a drinking glass or cup. Ask a family member or friend to take home any personal items you will not need during your stay. This is especially important if we need to transfer you to or from intensive care or a monitored bed.
Nursing Care
Providence Hospital’s nursing staff consists of competent, dedicated professionals who have the primary responsibility to provide you with comprehensive nursing care individualized to your needs. The nursing staff works 12
: www.providencehospital.org
as a team with other healthcare providers. Please feel free to talk with your nurse about any aspect of your care. If you have any questions or concerns that your nurse cannot resolve, please ask to see the charge nurse, nurse manager or nursing director. After hours and on weekends, an administrative supervisor is available to help you.
Health History After you get to your room, a member of the nursing staff will interview you about your medical condition. He or she will ask about your illnesses and symptoms, the medications you are taking and your personal and family medical history. This helps with planning your care.
Medications Your physicians will order all the medications you need during your hospital stay. The pharmacy will dispense your medications in individual doses. After your nurse takes your medication history, please send your personal medications home with a family member or friend.
Monitored Beds Our staff continuously monitors patients in the Intensive Care units on Level 5, the Cardiac Care unit on Level 6 and the Telemetry units on Levels 6 and 10. If you are in a monitored bed, please follow closely the instructions from the nursing staff.
Medical Isolation During your hospital stay, you may be under medical isolation or other precautions to protect you and/or people who come in your room. Your nurses will explain the reasons for this as well as the precautions that are required. This may include asking your visitors to wear protective equipment.
Pain Management Before starting a pain management plan, your doctors and nurses will need some information. For this pain assessment, they may ask: n Where is your pain? n What does your pain feel like? n What is your goal for pain control? n How does your pain affect your sleeping, work or daily activities? The nurses and doctors will use a pain scale to help you describe the intensity of the pain or how much pain you are feeling. The pain scale includes a numeric rating and a pain face scale.
Patient Telephone To reach any hospital department, dial the four-digit extension or 0 for the operator. To place an outside call, dial 9 before dialing the number.
Call Buttons and Bed Controls A member of the staff will show you how to use the call button that puts you in direct contact with the nursing www.providencehospital.org :
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Your Stay at Providence Hospital VISITING HOURS Medical-Surgical and Maternity Units Providence Hospital offers open visitation from 5:00 a.m. to 10:00 p.m. Rest is an important part of the healing process, so between 10:00 p.m. and 5:00 a.m., visitors must enter through the emergency department’s waiting room to be cleared to visit and receive a visitor pass.
Intensive Care Units Visiting in the Intensive Care units is allowed except between the hours of 6:30 to 8:30 a.m. and 6:30 to 8:30 p.m.
Guest Trays For a fee, guests also may order a meal to be delivered to your room. Guest meals are requested through the nurses’ station and then Food Services is notified. Guest meals are paid for in the Business Office located in the main lobby.
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Visitor Guidelines Please ask your visitors to follow these helpful hints while visiting in the hospital: n Visitors should always wash their hands or use the
hand-sanitizing foam before entering and after leaving a patient room. n Please ask visitors not visit when they are sick. n Please ask visitors to limit or avoid the use of strong fragrances. n Flowers and balloons are not allowed in the Intensive Care or Coronary Care units. n Live flowers, plants or fruit are not allowed on 12 East (rooms 1233 to 1248). n Children are welcome to visit any time as long as they are accompanied by a responsible adult.
station. The staff also will show you how to operate the bed controls. For your safety, the nurse may turn on a bed alarm that will sound if you try to get up without assistance.
Patient Meals Registered dietitians supervise the planning, preparation and delivery of your meals. They will be happy to talk with you if you or your doctor asks. Unless you are on a liquid diet, you will get a daily menu. Please mark your menu promptly and keep it in your room for pickup. Based on your medical needs, your physician may order a special diet for you. Special diets may restrict salt, sugar, fat, cholesterol, protein or other nutrients. Other special diets may offer only clear liquids, foods that are soft or pureed to be easy to chew and swallow, or foods that are easy to digest. If you have any questions about your diet, please ask your nurse or ask to speak to a registered dietitian.
: www.providencehospital.org
We understand that special occasions, such as holidays, are not the best of times to be in a hospital. Providence Hospital will, with the permission of your physician, allow your visitors to bring you “home-cooked meals” if you are on a regular diet. Visitors should not bring food to patients without prior physician approval.
Television Service
Interpreter Services/Telecommunications for Limited English Proficiency (LEP) and the Deaf
If you need any help with the remote control for your television, please ask your nurse. Closed captioning is available.
Providence Hospital will be responsible for providing interpreter services for more complicated and interactive communication needs. If there is a need for interpreters, please ask your nurse to contact the nursing administrative supervisor to make arrangements for an interpreter as soon as can be scheduled and/or for a telecommunication device.
Special programming for patients includes the chapel channel (Channel 14) and the patient education channel (Channel 18).
Linen
At Providence, we believe we should carefully manage our natural resources. So that we can be more environmentally responsible, we have taken steps to reduce the use and laundering of bed linens. Clean linens will be provided to you throughout your hospital stay. Rather than daily linen changes, our nursing staff will change your bed linens on Tuesdays, Thursdays and Saturdays. If at any time your bed linens need changing, or if you would prefer fresh linens, please let us know.
What Is Discharge Planning?
Discharge planning is a process, not a single event. The process begins from the time you enter the hospital. Medicare defines discharge planning as “a process used to decide what a patient needs for a smooth move from one level of care to another.” The discharge plan may be to send you to your own home or to someone else’s home, a rehabilitation facility a skilled nursing facility, or some other place outside of the hospital. www.providencehospital.org :
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Your Stay at Providence Hospital Housekeeping Our staff will clean your room each day. We may ask your visitors to leave for a few minutes to allow proper cleaning. If at any time you require fresh linens, please notify your nurse. For any housekeeping concerns, please call Environmental Services at (251) 633-1390.
Your doctor or case manager may speak with you about continued care after leaving the hospital. Each level of care must follow certain rules before accepting a patient for care. Your insurance company also may provide options available to you after hospital discharge. Here are some basic explanations of different levels of care that may be available to you: n Home Healthcare: A range of services can be offered
in your home including wound care, intravenous medications, monitoring of your health condition, and teaching you how to manage your health condition. A nurse, physical therapist or other specialist may visit your home. Care starts within two days of hospital discharge and usually ends within 60 days.
n Long-Term Acute Care Hospital (LTACH): An
LTACH facility can care for patients with complex medical needs including those who require a ventilator for breathing. The average length of stay is 25 days as compared to a three-to-five-day average in a general hospital.
n Acute Care Rehabilitation: For certain medical
conditions, Medicare and other insurance payers will approve continued care in an acute care rehabilitation facility. Patients must be able to participate in three hours of therapy per day.
n Short-Term Rehabilitation in a Skilled Nursing
Facility (Nursing Home): Skilled care is healthcare given when you need skilled nursing or rehabilitation staff to treat, manage, observe and evaluate your care. Examples of skilled care include intravenous injections and physical therapy. Medicare covers certain skilled care services that are needed daily on a short-term basis. Insurances may set limits on the number of days covered by the insurance plan (average of 20 days but Medicare allows up to 100 days as long as the patient is progressing in treatment).
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“To provide a home full of love and superior quality care with dedicated service”
251.866.5509 19225 N. 4th Street Citronelle, Alabama
◗ Short-Term Rehab ◗ Physical, Occupational and Speech Therapy ◗ Wound Care ◗ 24-hour Nursing Care ◗ Accepting Medicare and HMO Insurance Plans
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At Gulf Coast Health and Rehabilitation, L.L.C., we offer high-quality physical, occupational and speech therapy programs overseen by our on-staff orthopaedic physician. Our unique physical recovery program allows our guests to custom tailor an individualized set of therapy goals designed to get them home safely and independently. As a skilled nursing facility, we provide an inviting home for our residents who need special attention and assistance with daily living. Clinical Capabilites: • Weekly visits by orthopaedic physician for short-term therapy patients • Intravenous therapy • Wound/pain management 8002 Grelot Rd. • CPAP/BIPAP Mobile, AL 36695 • Tracheostomy • Cardiac care
251-634-8002
www.gulfcoasthealthandrehab.com
Whether you are recovering from surgery or illness, or living with a chronic disease like diabetes or COPD, Amedisys Home Health Care can make hospital visits shorter and less frequent with home-based skilled nursing, rehabilitation, and chronic disease management. We work closely with your physician to coordinate all aspects of your care, focusing on helping you recover and regain your independence.
Amedisys Home Health Local Care Centers Covering the Following Counties: Mobile, Baldwin, Escambia, Washington, Clarke, Monroe, Conecuh and Covington
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Services Provided: • Skilled Nursing • Psychiatric Nursing • Physical and Occupational Therapy • Speech Therapist Trained in LSVT • Medical Social Worker • Home Health Aides • Tele-Health Monitoring • 24-Hour, On-Call Nurse • Personal Emergency Response Units (PERS)
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ATM inside Providence Hospital located beside the cafeteria entrance.
6631 Airport Blvd. • 127 Dauphin St. • 750 Downtowner Blvd. • 1994 S. Broad St., Brookley Aeroplex 8501 Tanner Williams Rd., Bates Field • (251) 776-6443 • (800) 346-8607 • www.aacfcu.com
The Most Trusted Name in Home Care Proudly Serving All of Mobile and Baldwin Counties
We focus on performing the care and services that will allow our clients to enjoy the comfort of their own home and be as independent as possible. • Medication Reminders • Surgery Recovery/Exercise • Alzheimer’s/Dementia Care • Meal Planning/ Preparation
• Hospital Bedside Sitter Services • Transportation Home From Hospital • Light Housekeeping • Transportation and Errands
251.621.1900
1048 Stanton Road, Suite D Daphne, AL 36526
www.synergyhomecare.com
protect your life’s work from DEVASTATING NURSING HOME COSTS
• medicaid qualification • on-site consultations • powers of attorney • free telephone consult • guardianships 251-281-8120 or 855-ELD-RLAW No representation that the quality of legal services to be performed are greater than the legal services performed by other lawyers. Services: • Provide a safe and alternative environment for working families without breaking the bank. • Provide compassionate care. • Provide assistance with medication management and administration. • Assure the client eats. • Check vital signs to include weights. • Assist in glucose monitoring and insulin management/administration.
Activities include but not limited to: • Games • Guest Speakers • Movies • Music • Arts and Crafts • Entertainment
Serenity 251.307.5116 SENIOR DAYCARE
We provide compassionate care for you or your loved one. Our business principle includes treating others like we wish to be treated, taking responsibility for our work and building trust, thereby creating a quality of home life that you can thrive in.
• Diet and Nutrition • Transportation, Escorts and Errands • Companionship • Personal Care Assistance • Housekeeping
We combine hospitality, care and a down-home family experience that is sure to exceed your expectations. We encourage you to schedule a personal tour of our facility today and see for yourself what Senior Assisted Living is like at Knollwood Pointe.
251.725.6095 FAX: 251.725.6663
www.caringhandsalabama.com
At Knollwood Pointe, we truly believe that your retirement years can be the most wonderful time in your life. As a full-service assisted living community, we provide the care you need when you need it. To make life even easier, Knollwood Pointe is very much like a community within itself, and the energy is contagious. Come explore a slice of the life at Knollwood Pointe.
We Care For Life Knollwood Pointe offers an individualized senior living program that provides our residents access to the care they need. We will provide a personalized care-for-life plan, along with those activities of daily living you may need assistance with. Such as… • Three freshly prepared meals per day, • Snacks and beverages provided throughout the day, • Partnership of care planning with family and physician, • Weekly housekeeping and laundry services,
• Wellness and entertainment programs featuring social and cultural events and outings, • Trained staff available 24 hours a day, • Emergency response in each apartment, and • An on-site beauty-barber shop.
A Full - Service Senior Assisted Living Community Providing Care for Life
Senior
This is ^ Living!
251.666.1005 5601 Girby Road, Mobile, AL 36693
24 HOURS A DAY, 7 DAYS A WEEK, WE ARE HERE.
The American Cancer Society is there for you to help answer your questions, connect you to the resources you need, and just listen.
24 /7
Information We can answer your questions about cancer, including prevention, diagnosis, treatment options, and clinical trials.
Day-to-day Help HOPE
We can help you with everyday needs like transportation and lodging during treatment.
Emotional Support We can connect you to local and online support groups for both patients and caregivers.
We’re here to help you through every step of your cancer experience. Visit www.cancer.org or call 1-800-227-2345 anytime, day or night.
Losing weight’s a lot harder than gaining it…
but very much worth the effort.
With every step, you lower your risk for type 2 diabetes and heart disease.
It’s not easy. But it is worth it.
Learn how you can help stop diabetes by losing weight, eating healthy and staying active. Visit checkupamerica.org or call 1-800-DIABETES.
n Long-Term Care: You may need long-term help with
things such as toileting, dressing, bathing, walking and other daily activities. This kind of care takes place in a nursing home and is not covered by Medicare. Longterm care is considered custodial and may be paid for privately or, in some cases, by Medicaid.
n Hospice: Hospice is a model of care that focuses on
relieving symptoms and supporting patients with a life expectancy of six months or less. Hospice involves a team approach to provide medical care, pain management, and emotional and spiritual support. The emphasis is on comfort, not curing. It can be provided in the patient’s home as well as nursing homes. In some cases, Medicare allows for hospice care to take place in the hospital.
Mail and Flowers We will deliver mail or flowers to your room, and send mail received after your discharge to your home address. If flowers arrive after you leave the hospital, we will let the florist know. We cannot allow flowers or balloons in the Intensive Care or Coronary Care units. Live flowers, plants or fruit are not permitted on 12 East (rooms 1233 to 1248).
n Outpatient Services: There may be times when your
care can be provided in an outpatient clinic or office setting. Examples of care may be physical therapy, wound care, diabetes teaching or infusion therapy (IV or intravenous medications).
Discharge from the hospital does not mean you are fully recovered. It simply means that a doctor has determined that your condition is stable enough to continue care outside of an acute care hospital setting. The average hospital stay takes place between three to four days. Therefore, it is very important for you to think about the kind of help you will need after leaving the hospital. Providence Hospital has a team of nurse case managers and social workers to help you move to the next level of care. At any point in time, you may request help with your discharge plan from our case management team. If you need help, ask your nurse to contact a case manager. You also may call the Case Management department at (251) 633-1340, Monday through Friday between 8:00 a.m. and 4:30 p.m. (Contact the operator during other times.)
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Here to Serve You Volunteer Services During your stay, you will undoubtedly see our dedicated volunteers, who help the hospital staff in many areas. Just look for the women in the coral pink jackets, and the men in cranberry vests or coats. If you need help from volunteers, or if you are interested in volunteering at Providence, please call volunteer services at (251) 633-1335.
Health Information Management (Medical Records) The Health Information Management department is responsible for the management of Providence Hospital’s medical records. This includes: n Release of Information/Medical Records n Birth and Death Certificates n Diagnosis and Procedure Code Assignment
To speak to someone in Health Information Management, call (251) 633-1575 between 8:00 a.m. and 4:00 p.m. Monday through Friday.
Pastoral Care
Providence Hospital offers pastoral care services to all patients and their families. Certified chaplains are on duty or on call at all times. Catholic and Protestant chaplains are available. Mass is held daily in the hospital chapel, just off the main lobby. We welcome the clergy of all religious denominations to minister to the members of their congregations, so each patient has the kind of spiritual counsel or ministry he or she prefers. The patients or their families may call in any minister they wish at any time. Because we must respect patient privacy, we cannot allow clergy to visit patients not in their congregations unless requested by the patient or a family member. Call (251) 633-1341 for assistance from the Pastoral Care department. After hours, call the hospital operator.
SENIORSpirit!
“Aging is an attitude.” That is the motto of SENIORSpirit!, Providence Hospital’s senior membership program open to all people age 55 or better. This free program offers benefits, educational programs and discounts, focusing on health-related issues. Today’s seniors are more active than ever before. People are living longer, staying healthier and doing more. We want to help our members enjoy an active lifestyle. Thus, education is the focus of the SENIORSpirit! program. 18
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Members can participate in a monthly health educational series featuring local physicians and other clinical experts. SENIORSpirit! members also have access to financial management classes and seminars taught by experts in money matters and estate planning. Members in SENIORSpirit! get special rates and discounts for Providence services, including the adult wellness program at Providence Rehabilitation and Wellness Center, the hospital cafeteria and CareLink®, an emergency alert/response system. Other benefits include a courtesy gift and guest meal tickets during hospital stays, a pharmacy discount card and access to health screenings and community discounts. Signing up for SENIORSpirit! is as easy as calling (877) 416-1620, toll-free. You can even join from your hospital room!
Case Management/ Social Work Services
Providence Hospital’s Case Management department assists patients and families with the coordination of services needed after hospital discharge. Nurse case managers and social workers will help you with discharge plans, including the process of transferring to a skilled nursing facility for shortterm rehabilitation, or going home with home health or hospice services. They also will provide information about advance directives and living wills. If you need further assistance, call (251) 633-1340.
Additional Providence Services Providence Rehabilitation and Wellness Center
Providence Rehabilitation and Wellness Center demonstrates Providence Hospital’s commitment to good health. Classified as a Level 4 facility by the American Heart Association (AHA) and American College of Sports Medicine (ACSM), the Center provides medically oriented exercise and education. The center offers outpatient physical and occupational therapy, aquatic therapy, aquatic cardiac rehabilitation, cardiac and pulmonary rehabilitation and adult wellness programs. All programs are specifically designed to meet your health needs. For more information, please call the center at (251) 639-2090.
Providence Hospital Palliative Care
Palliative care is a specialized medical care for people with serious illnesses. This type of care is focused on providing patients with relief from the symptoms, pain and stress of a serious illness—whatever the diagnosis. The mission of the Palliative Care Team at Providence Hospital is to improve the health of the communities we serve. The team’s focus of care is QUALITY OF LIFE. We provide a holistic approach to patient care by addressing the physical, spiritual, emotional and social needs of individuals and their families. Please ask your doctor or nurse if you believe you or your loved one could benefit from a palliative care consultation. www.providencehospital.org :
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Additional Providence Services Wound Care/Hyperbaric Services
Providence Hospital has a staff of physicians, registered nurses and certified hyperbaric technologists who have been educated and trained to provide wound care and hyperbaric services. We utilize state-of-the-art diagnostic and treatment technologies to provide each individual with their own personalized plan of care. Wound care/hyperbaric services are tailored to meet your individual needs. If you have a condition that you believe may benefit from our services, please notify your attending physician.
Providence Hospital Medical Office Pharmacy (251) 633-2860
Hours of operation: Monday through Friday, 7:00 a.m. to 5:00 p.m. The Providence Hospital Medical Office Pharmacy is located at the entrance to Building B in the Providence Medical Office Plaza. We offer the convenience of filling your prescriptions prior to leaving the hospital. The Providence Hospital Medical Office Pharmacy provides the personalized, connected experience of care that you can expect from the Providence family. We are a full-service pharmacy offering fast, friendly prescription service as well as over-the-counter products to help maintain your health and wellness. We accept most major insurance plans.
Java Good Day Coffee Shop (251) 639-2659
Hours of operation: Monday through Friday, 7:00 a.m. to 4:00 p.m. 20
: www.providencehospital.org
Java Good Day Coffee Shop is located inside the pharmacy at the entrance to Building B in the Medical Office Plaza. We proudly serve freshly brewed Carpe Diem Coffee. In addition to our regular coffee, we have a large selection of specialty drinks and teas, and a flavored coffee that changes daily. We carry Buffalo Rock products and a variety of snack items. We also offer unique gifts and collegiate merchandise.
Providence Hospitalist Services
Your personal physician may choose to admit you to Providence Hospital through a physician affiliated with Providence Hospitalist Services. These physicians work with your personal physician to coordinate and manage your care during your hospital stay. Please feel free to discuss any healthcare concerns with the hospitalist physician. He or she will work closely with specialist physicians consulting on your case as well as the nurses and other professionals who care for you at the hospital. When you are discharged, the hospitalist will return you to your personal physician for ongoing care and furnish them a full report.
Patient Portal – Follow My Health Powered by technology— empowering you.
Easy access to information empowers people to make better decisions about their health, and Follow My Health™, a secure online tool, allows you to stay connected and in charge of your health— anytime, anywhere.
With Follow My Health, you can: n View your Providence Hospital electronic health record n Review Providence Hospital lab and test results n Download patient education materials n Read discharge instructions Viewing your health record is simple: 1. Sign up at admission, or let your nurse know before you go home that you’d like to join Follow My Health. 2. To sign you up, we will need your personal email address. 3. A link to Follow My Health will be sent to your personal email. 4. Follow the simple instructions for registration. (Note: Your four-digit year of birth will be your security answer.) 5. To continue viewing your health information whenever you like, bookmark providencehealthsystem. followmyhealth.com. We care about your privacy. Your health information will always be kept confidential between you and your providers. We’re here for you. If you have questions or trouble signing into your account, help is available by calling (251) 6313477, Monday through Friday, 7:00 a.m. to 7:00 p.m. (closed holidays). Parents of minors: The Follow My Health account you set up for your child will be closed after he or she turns 14 in accordance with Alabama law. You will receive notification via email regarding this change to the account on your child’s
14th birthday. At the age of 19, your teen may register for and create his or her own account by talking to his or her healthcare provider.
Are You a Grateful Patient?
Many patients and family members often ask how they can show their gratitude and appreciation to nurses, physicians, and staff that showed them exceptional care while in the hospital. Did a nurse go out of her way to make you more comfortable or a physician spend extra time explaining a procedure or diagnosis in order to make you feel more at ease? The Providence Hospital Grateful Patient Program gives patients and family members an opportunity to honor someone who made a difference in their care by making a donation to the Grateful Patient Program. The Providence Foundation is a notfor-profit organization that receives charitable gifts to Providence Hospital, which help to fund programs, buildings and equipment. To learn more about donating to Providence Hospital in honor of an exceptional caregiver, please call (251) 639-2050 or visit www. providencehospital.org.
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Advance Directives It’s Your Choice . . . Making Advance Directives What Is an Advance Directive? An advance directive is used to tell your doctor and your family what kind of medical care you want if you are too sick or hurt to talk or make decisions. If you do not have one, certain members of your family will have to decide on your care. You must be at least 19 years old to set up an advance directive. You must be able to think clearly and make decisions for yourself when you set it up. You do not need a lawyer to set one up, but you may want to talk with a lawyer before you take this important step. Whether you have an advance directive, you have the same right to get the care you need.
Deciding about Your Healthcare
n If you are 19 or older, the law says you have the right to
decide about your medical care.
n If you are very sick or badly hurt, you may not be able
to say what medical care you want.
n If you have an advance directive, your doctor and
family will know what medical care you want if you are too sick or hurt to talk or make decisions.
Types of Advance Directives
In Alabama, you can set up an advance directive for healthcare. The choices you have include: n A living will is used to write down ahead of time what kind of care you do or do not want if you are too sick to speak for yourself. n A proxy can be part of a living will. You can pick a proxy to speak for you and make the choices you would make if you could. If you pick a proxy, you should talk to that person ahead of time. Be sure that your proxy knows how you feel about different kinds of medical treatments. When you sign this part of the form, it will become a durable power of attorney for healthcare. This power of attorney shall become effective upon your disability, incompetency or incapacity. The person you choose does not need to be a lawyer. You can choose to have one or both of these advance directives: n Living will n Proxy with durable power of attorney for healthcare Hospitals, home health agencies, hospices and nursing homes usually have forms you can fill out if you want to set up a living will or pick a proxy. If you have questions, you should ask your own lawyer or call your local Council on Aging for help.
When You Set Up an Advance Directive
Be sure to sign your name and write the date on any form 22
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or paper you fill out. Talk to your family and your doctor now so they will know and understand your choices. Give them a copy of what you have signed. If you go to the hospital, give a copy of your advance directive to the person who admits you to the hospital.
Talk to Your Doctor and Family Now
The law says doctors, hospitals and nursing homes must do what you want or send you to another place that will. Before you set up an advance directive, talk to your doctor ahead of time. Find out if your doctor is willing to go along with your wishes. If your doctor does not feel that he or she can carry out your wishes, you can ask to go to another doctor, hospital or nursing home. Once you decide on the care you want or do not want, talk to your family. Explain why you want the care you have decided on. Find out if they are willing to let your wishes be carried out. Family members do not always want to go along with an advance directive. This often happens when family members do not know the patient’s wishes ahead of time, or they are not sure about what has been decided. Talking with your family ahead of time can prevent this problem.
How Can I Learn More?
Providence Hospital’s Department of Social Work Services can answer questions and help you obtain the information you need. They also can give you information about the policies of Providence Hospital regarding end-of-life decisions. You can reach Social Work Services by calling (251) 633-1340 between 8:00 a.m. and 4:30 p.m. Monday through Friday.
What Do I Need to Decide? You will need to decide if you want treatments or machines that will make you live longer, even if you will never get better. An example of this is a machine that breathes for you. Some people do not want machines or treatments if they cannot get better, though they may want food and water through a tube or pain medication. With an advance directive, you decide what medical care you want.
You Can Change Your Mind Anytime As long as you can speak for yourself, you can change your mind anytime about what you have written down. If you make changes, tear up your old papers and give copies of any new forms or changes to everyone who needs to know.
The Catholic Perspective
Providence Hospital, founded by the Daughters of Charity, and a member of Ascension Health, www.providencehospital.org :
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Advance Directives For more information: n Alabama Commission
on Aging (800) 243-5463 n Choice in Dying (800) 989-9455 n Social Work Services, Providence Hospital (251) 633-1340
is a Catholic hospital. Our policies regarding healthcare advance directives conform to Alabama law and Catholic teaching as defined in the Ethical and Religious Directives for Catholic Healthcare Services, Fifth Edition2. Additional information on the Ethical and Religious Directives may be found at the Catholic bishops’ website: www.usccb.org/about/doctrine/ ethical-and-religious-directives/. Copyright © 2009, United States Conference of Catholic Bishops. All rights reserved.
2
Patient Rights & Responsibilities The Sisters, staff and physicians work as a team with each patient to provide the best healthcare available. We believe patients who understand and participate in their own healthcare achieve results that are more effective. This section of the patient handbook will serve as a guide to help you understand your rights as a patient of this hospital. There are many kinds of healing. We believe that prayer is part of the healing process, and we pray for our patients, families and staff daily.
Thank you for entrusting Providence Hospital with your care and the concerns of your family. Our goal is to provide medical, emotional and spiritual support for you, the patient, and your loved ones. A hospital serves many purposes. Hospitals work to: n I mprove people’s daily lives nT reat people with injury and disease nE ducate doctors, health professionals, patients and members of the community n I mprove understanding of health and disease In carrying out these activities, Providence Hospital works to respect your values and dignity. If you have any questions or concerns, please ask for the nurse manager or department director. During the evening or on weekends, please ask for the nursing supervisor or call the hospital operator by dialing 0 (zero) on your room phone.
Your Rights as a Hospital Patient
When you are well informed, participate in treatment decisions and communicate openly with your doctor and 24
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Patient Rights & Responsibilities other health professionals, you help make your care as effective as possible. Your rights as a hospital patient include the following: nT reatment, when accommodations are available and treatment is indicated and appropriate nC onsiderate and respectful care nR easonable personal privacy in receiving treatment nT o have all communications and records pertaining to your care treated in a confidential manner, unless you have given permission to release information or reporting is required or permitted by law nR easonable safety insofar as Providence Hospital’s practices and environment are concerned and to express concerns related to safety nT o know names and roles of people treating you; this includes the right to know of any relationships with outside parties that may influence your treatment and care. These relationships may be with other healthcare or educational institutions. nT o know what medications you are taking and why nT o tell doctors and/or nurses if you think a mistake is about to be made nT o report concerns about safety nT o choose who may visit and/or provide support for you during your hospital stay (a spouse, a domestic partner, another family member or a friend), subject to certain clinical restrictions or safety limitations nT o voice your concerns or complaint to the hospital Patient Relations Manager at (251) 633-1590; Alabama Quality Assurance Foundation at (800) 760-4550: The Joint Commission at (800) 994-6610; the Alabama Department of Public Health Hotline at (800) 356-9596; or at Alabama Department of Public Health, The RSA Tower, 201 Monroe St., Montgomery, AL 36104 nT o participate in the development and implementation of your treatment/care plan and in the discharge planning process, including the right to choose a home health agency, hospice or skilled nursing facility when post-hospital services are indicated and appropriate
Providence Hospital encourages respect for the personal preferences and values of each individual.
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Patient Rights & Responsibilities The following is a list of community organizations available to assist you with various needs:
Domestic Abuse
n Penelope House
Child Abuse
n Child Advocacy Center
n DHR Child Abuse & Neglect
Elder Abuse
n DHR Adult Abuse & Neglect n Elder Abuse Hotline
Rape
n Rape Crisis Center
n Mobile County Help Line
Legal Services
n Alabama Commission on Aging n Area Agency on Aging
n Legal Advocacy for Elderly n Legal Services
n Mobile Bar Association
Pro Bono Program
Ombudsmen
n Alabama Commission on Aging n Area Agency on Aging n Elder Abuse Hotline
Alabama Department of Public Health n Healthcare Facility Complaint Line
The RSA Tower 201 Monroe St. Montgomery, AL 36104
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: www.providencehospital.org
(251) 342-8994 (251) 432-1101 (251) 450-7000 (251) 450-1800 (800) 458-7214 (251) 473-7273 (251) 473-4423 (800) 243-5463 (251) 433-6541 (251) 434-6848 (251) 433-6560 (251) 438-1102 (800) 243-5463 (251) 433-6541 (800) 458-7214 (800) 356-9596
For Your Safety Patient Safety Program
Safety Guidelines
To help us ensure your safety, please follow these guidelines:
Providence Hospital is committed to healthcare that is safe. n Make sure everyone who takes care of you knows about Staff members are any chronic conditions you have. encouraged to recognize n Tell your physician and nurses about any negative and acknowledge reactions you have had to medications or anesthesia. patient safety issues n Bring only the most essential electrical appliances into and take steps to the hospital. Use battery-operated items when possible. address these issues. n Tell the nurses’ station before using electrical appliances We do this in a learning so that we can check them for safety. environment that n If you need help to use the bathroom, please call the minimizes individual blame or punishment, nurse to assist you. Do not wait until your need is and we share what we urgent. Allow ample time for the nursing staff to help you. If you are on a bedside commode, ask the hospital learn with others in our hospital and in the staff for help. n Get out of bed slowly because sudden changes in position Ascension Health system.
can lower your blood pressure and cause dizziness or lightheadedness. Sit for a few moments on the side of the bed. Stand for a few moments before you begin to walk. n Tell the nursing staff if you feel weak, dizzy, disoriented or unsteady. n Walk slowly and carefully when out of bed. Do not lean or support yourself on rolling objects such as IV poles or bedside tables. n Wear nonskid slippers or shoes for walking. n If you need help while in the bathroom, please pull the cord. n Keep personal items in reach. Call for help when you need something beyond your reach. n Tell your nurse or a family member about spilled water or objects on the floor. n Please tell your nurse when a family member who has been helping you has to leave. n Use the side rails while you are in bed. n Keep all furniture in the “low” and “locked” position. n Keep a night light on during sleep hours. n Try to change your position in bed every two hours when awake to decrease skin irritation.
Early Evaluation Team The Early Evaluation Team (EET) is a resource to our staff, patients and patients’ families. The team assists in early recognition and intervention in patients that exhibit changes in their condition. Please let your nurse know if you notice any changes in your family member that may concern you. Remember, no one knows your family member better than you. If you feel further evaluation is needed, ask your nurse to call the Early Evaluation Team.
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For Your Safety n Wash your hands frequently and ask your visitors to
All buildings and property on the hospital campus, including the parking lots, are smoke-free.
wash their hands. You may use the hand sanitizer in your room or in the hallways. n Insist that staff members wash their hands. n All buildings on the hospital campus are smoke-free. All outside areas that are not specifically designated as smoking areas are also smoke-free. Please do not smoke outside designated smoking areas. n If you have a question or concern, please ask.
Billing and Payment Philosophy Providence Hospital is sincere in its desire to cooperate and deal fairly with the community it serves. Emergencies may arise that prevent you from complying with our policies. Please come in and discuss your situation with our Business Service Representatives so the exceptions to our policy may be considered.
A sound financial position is one of the most important qualities a hospital can have. It enables a hospital to provide quality care and services to the community. To ensure such quality service, Providence will maintain a sound financial position by following the billing and payment philosophies outlined here. Your understanding of our billing and payment philosophies is very important. By being well informed about how your account will be handled, you can help us have your account paid faster. Prompt payment of your account will offer you peace of mind, and it will help reduce administrative costs to the hospital.
Inpatients
Pre-Admission: Patients will be pre-admitted when possible. All insurances will be verified prior to the patient being admitted. Please have your insurance information available for a pre-admission telephone call. Co-pays and deductibles (the patient’s portion of the bill) will be requested at the time of registration. Hospital Billing: We know hospital bills can be complex. We are doing our best to make the billing system at Providence Hospital easily understood.
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: www.providencehospital.org
Billing and Payment Philosophy If you would like to discuss your bill, Providence Hospital Business Service representatives will be happy to help you. They can be reached by dialing (251) 633-1500 from 8:00 a.m. to 4:15 p.m., Monday through Friday.
Patient’s Portion of Bill The patient’s portion of the bill is due at the time of service. We accept Visa, MasterCard, Hospital Insurance: Providence Hospital will accept American Express and group hospital insurance, individual hospital insurance, Discover cards. If for and Medicare, Medicaid and Blue Cross, if the benefits can some reason you cannot be verified and are assignable to the hospital. Presentation pay your account in full, of your insurance card may be required to show proof your patient account of coverage. Any deductibles and/or co-insurance not representative will be covered by other insurance will be due at time of service. more than happy to assist you with settling your Group Hospital Insurance: Providence Hospital will extend credit on verified insurance benefits assigned to the account. He or she can be reached by dialing (251) hospital. A bill will be mailed to the insurance company 633-1500 from 8:00 a.m. to about five days after you have left the hospital. If your 4:15 p.m. Monday through insurance company has not paid the bill within 45 days of the billing date, the full bill may become your responsibility. Friday.
Providence Hospital reserves the right not to accept insurances that do not honor assignments and/or do not follow acceptable business practices.
A patient may be covered by two or more group insurances. Providence Hospital will accept multiple assignments of insurance benefits, but we are bound by the rules of the healthcare industry. These rules determine which insurance is responsible for payment of your bill. If there is an overpayment to the hospital by an insurance company, a refund will be made to the appropriate party. Individual Hospital Insurance: Providence Hospital will extend credit on verified insurance benefits assigned to the hospital. If your insurance company has not paid the bill within 45 days of the billing date, we expect you to take full responsibility for the bill.
Uninsured Patients If the patient is uninsured, we offer assistance in determining if there are community, state and federal resources available. If not, a review of financial information can be performed to determine if internal assistance can be applied. The outcome of any internal review can be appealed by the patient or guarantor.
Medicare, Medicaid and Blue Cross: Providence Hospital will extend credit on verified insurance benefits assigned to the hospital. Any requests for an explanation of benefits should be directed to your insurance company. www.providencehospital.org :
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Billing and Payment Philosophy Physician Bills Specialized skills of physicians other than your attending physician may be required. You may receive separate billing for these services that are payable directly to the provider of service. Examples of these physicians are radiologists, emergency department physicians, pathologists and anesthesiologists. Questions regarding these bills or services should be directed to the physicians’ offices.
Outpatients All Third-Party Insurances: Providence Hospital will bill your insurance for covered outpatient services. Previously outlined insurance and billing policies apply when the hospital bills your particular insurance carrier.
C.A.R.E. (Coverage, Assistance, Resources and Eligibility): Financial counselors are available to assist you with applying for insurance coverage or connect you with community resources. They may be reached by dialing 633-1540. Worker’s Compensation: Providence Hospital will recognize worker’s compensation only if your employer and the insurance company guarantee the payment in full prior to services being rendered.
Delinquent Accounts
Communication regarding the timely payment of your account is one of the most important aspects of our relationship. You must communicate with us about your finances and how you intend to pay your bill. You also must communicate with your insurance company to emphasize to them that you expect prompt settlement of your claim. The purpose of these billing and payment philosophies is to inform you of what will occur in the event that your account is not paid in a timely manner. This is a timeline of billing and payment events: n Day 1: Date of service or discharge n Day 5: Bill is sent to insurance company n Day 15: Patient amount due (patient balance after estimated insurance) n Day 50: Insurance (Group/Individual, HMO/PPO, Blue Cross) payment due n Day 51: Full balance is transferred to the patient n Day 60: Full unpaid amount due from patient In the event an account remains unpaid, and other arrangements are not made, Providence Hospital may need to use an outside collection agency or attorney. All accounts prepared for outside placement will receive a pre-collection/final notice from Providence Hospital. Timeliness of payment is critical during this process.
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: www.providencehospital.org
Appendix: How Medicare Covers Self-Administered Drugs Given in Hospital Outpatient Settings Medicare Part B (Medical Insurance) generally covers care you receive in a hospital outpatient setting like an emergency department, observation unit, surgery center or pain clinic. Part B only covers certain drugs in these settings, like drugs given through an IV (intravenous infusion). Sometimes people with Medicare need self-administered drugs while in hospital outpatient settings. Self-administered drugs are drugs you would normally take on your own. Part B generally doesn’t pay for self-administered drugs unless they are required for the hospital outpatient services you’re getting. If you receive self-administered drugs that aren’t covered by Medicare Part B while in a hospital outpatient setting, the hospital may bill you for the drug. However, if you are enrolled in a Medicare drug plan (Part D), these drugs may be covered.
What You Should Know about Medicare Drug Plans (Part D) and Self-Administered Drugs
n Generally, your Medicare drug plan
only covers prescription drugs and won’t pay for over-the-counter drugs you get, like Tylenol® or Milk-of-Magnesia®. n Any drug you get needs to be on your Medicare drug plan’s formulary (or covered by an exception). n You can’t get your self-administered drugs in an outpatient or emergency department setting on a regular basis. n Your Medicare drug plan will check
to see if you could have gotten these self-administered drugs from an innetwork pharmacy. n Because most hospital pharmacies don’t participate in Medicare Part D, you may need to pay up front and out-ofpocket for these drugs and submit the claim to your Medicare drug plan for a refund. Check with your hospital to see if it participates in Part D. If possible, bring a list of drugs you are taking with you to the hospital and show it to the staff. It helps the hospital staff to know what drugs you take at home.
Where Can I Get More Help?
n Call your State Health Insurance
Assistance Program (SHIP). Every state and territory, plus Puerto Rico, the Virgin Islands and the District of Columbia, has a SHIP with counselors who can give you free health insurance information and help. To get the telephone number for your SHIP, visit www.medicare.gov, or call 1-800-MEDICARE (1-800-633-4227). TTY users should call (877) 486-2048. n For information on how to appeal any decision made by your Medicare drug plan, check your plan’s enrollment materials or call your plan. n Call 1-800-MEDICARE. (Source: Centers for Medicare and Medicaid Services)
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Television Channel Lineup 2 WEIQ (PBS) 3 WEAR (ABC) 4 WJTC (UPN) 5 WKRG (CBS) 6 Port City 6 7 WHBR (IND) 8 WMPV (IND) 9 CNN Headline News 10 WALA (FOX) 11 WPMI (NBC) 12 WBPG 55 13 WGN 14 Chapel (In-House) 15 Blank 16 Patient Ed. (In-House) 17 Blank 18 Patient Ed. (In-House) 19 Comcast Showcase 21 Newborn (In-House) 22 Home Shopping Network 23 USA 24 VH-1 (Not on all sets) 25 MTV (Not on all sets) 26 The Weather Channel 27 CNN 28 Cartoon Network 29 Nickelodeon 30 A&E 31 The Discovery Channel 32 The Learning Channel 33 Lifetime 34 AMC 35 GAC 36 Spike TV 37 CSS 38 ESPN 39 Speed
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41 BET (Not on all sets) 42 Court TV 43 E! 44 C-SPAN1 45 C-SPAN2 46 FX 47 CMT 48 Fox News 49 MSNBC 50 Food TV 51 CNBC 52 G4techTV 53 VERSUS 54 Animal Planet 55 The Golf Channel 56 ESPN Classic 57 Bravo 58 Discovery Health 59 The Travel Channel 60 Black Family Channel 61 ESPN2 62 Home & Garden TV 63 TV Land 64 GSN 65 EWTN 66 E! Style 67 TV One 68 History Channel 69 Comedy Central 70 TNT 71 ABC Family 72 SyFy 73 TBS Superstation 74 Turner Classic Movies 75 Outdoor Channel 76 Hallmark Channel 77 Turner South
Coming 2016 Through an innovative partnership, Covenant and Providence Hospital are proud to provide the first hospice inpatient care center in South Alabama
The Care Center will offer: • Unlimited visiting hours • Patient rooms with ample seating and sleeping accommodations for guests • Licensed and certified hospicetrained physicians and nurses • Joint Commission accreditation
• Experts in pain and symptom management • Social workers and chaplains focused on emotional and spiritual needs of the patient and family members • A full continuum of specialized, individualized care 24 hours a day
Choose Covenant. Call us today: 1.855.CARE.365
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