Garfield Medical Center by Patient Point

PATIENT GUIDE Key Information For Your Stay

FACTS FOR YOUR STAY KNOW YOUR RIGHTS TAKE CHARGE OF YOUR CARE 7 Easy Steps

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Brought to you by:

Garfield Square Medical Pharmacy 500 N. Garfield Avenue, #103 • Monterey Park (Across the Street from Garfield Medical Center) Insurances/Medical/HMO Accepted

(626) 288-6120 • Fax (626) 288-2076

PINE GROVE

H e a l t h c a r e & We l l n e s s C e n t r e 五顆星最高殊榮康復中心幫助病人盡快適應從康復中心到家庭日常活醫療服務: 24小時專業護理,物理治療,職能治療,吞嚥練習,傷口護理,疼痛控制,監控手術後情況,專業營養師訂食譜,照X光,注射,驗血驗尿個人照護: 輔助洗澡,進食,更衣如廁等日常生活需求有講中文的工作人員和中式廚師 Skilled Nursing -Physical Therapy -Occupational Therapy -Speech Therapy -Wound Care -IV Therapy -Pain Management Five Star Quality Rated by the Center for Medicare and Medicaid Services

126 N San Gabriel Blvd, San Gabriel CA 91775 TEL: (626) 285-3131 FAX: (626) 677-5537

CO N T E N TS WELCOME. . . . . . . . . . . . . . . . . . . . . . . 2 ABOUT US. . . . . . . . . . . . . . . . . . . . . . . 3 PHONE DIRECTORY.. . . . . . . . . . . . . . 4 OUR COMMITMENT TO CARE.. . . . 5 FAST FACTS ABOUT YOUR STAY.. . 7 Plus TV Channel Guide SPECIAL SECTION . . . . . . . . . . . . . . . 11 RIGHTS & RESPONSIBILITIES. . . . . . 19 YOUR PRIVACY MATTERS.. . . . . . . . 21 ADVANCE DIRECTIVES. . . . . . . . . . . 23 SUPPORT FOR CAREGIVERS. . . . . . . 24 LEAVING THE HOSPITAL. . . . . . . . . . 25 AFTER-HOSPITAL CARE. . . . . . . . . . . 27

Take Charge of Your Care Speak Up, Plus 7 Key Ways to Take Charge of Your Care n Choose a Support Person n Check IDs n Pay Attention to Your Care n 5 Ways to Fight Infections n Don’t Ignore Pain n Prevent Falls n Prepare for Surgery n Manage Your Meds n

UNDERSTANDING YOUR BILL. . . . . 28

On Our Cover

GIVING BACK. . . . . . . . . . . . . . . . . . . . 30

Facts for Your Stay. . . . . . . . . . . 7

STAFF DEFINITIONS. . . . . . . . . . . . . . 31

Take Charge of Your Care 7 Easy Steps. . . . . . . . . . . . . . . . . 11 Know Your Rights. . . . . . . . . . . 19

MEDICINE TRACKER. . . . . . . . . . . . . . 32

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Welcome Thank You for Trusting Us Thank you for choosing Garfield Medical Center to meet your healthcare needs.

MISSION STATEMENT

Our Company has established itself as a healthcare provider, offering a wide range of services from primary to tertiary care dependent upon the resources at each of our individual Hospitals. Attracting the most qualified and dedicated staff, AHMC & AHMC Healthcare Inc. is recognized for the finest culturally sensitive and compassionate care available to patients in the geographic area we serve, providing the highest clinical quality care in a compassionate and caring environment.

Everyone here at Garfield Medical Center is dedicated to providing you and your family with the best, highest quality and reliable healthcare services. We know hospitals can be confusing places, especially when you are concerned about your health or the health of a loved one. This guide is intended to familiarize you with the services and programs you may need during your stay with us and upon leaving. Please take a few moments to browse through this patient information guide. If you have any additional questions, concerns or feedback, please contact the department director or the nurse of your patient care area. We hope to make your stay with us as pleasant as possible. On behalf of our team of physicians, nurses, staff and volunteers at Garfield Medical Center, please accept my best wishes for your good health. We take pride in offering you high-quality and compassionate care, and we appreciate your decision to entrust your care to us. Again, thank you for choosing to receive your medical care here at Garfield Medical Center. Sincerely,

Paul Hensler Chief Executive Officer

About Us Why We Are the Right Choice for Your Care Garfield Medical Center is dedicated to providing you and your family with the best, highest-quality and reliable healthcare services. Garfield Medical Center is the recipient of the following awards from Healthgrades™: n Ranked top 5 percent in the nation for Overall Clinical Excellence n Ranked top 5 percent in the nation by Healthgrades™ in: q Overall Cardiac Services (2009 – 2010) q Cardiac Surgery (2009 – 2010) q Treatment of Stroke (2006 – 2010) q Overall Pulmonary Services (2006 – 2010) CONTACT US q Overall GI Service (2010) q Women’s Health (2007 – 2010) 525 N. Garfield Ave. n Ranked No. 1 in California By Healthgrades™ in: Monterey Park, CA q Overall Cardiac Services (2009 – 2010) 91754 q Cardiac Surgery (2009 – 2010) q Treatment of Stroke (2006 – 2010) Located in the heart of San Gabriel Valley, Garfield Medical Center, a 210-bed acute facility, has served the community for more than 80 years. Garfield is a multilingual and multicultural facility providing comprehensive healthcare services.

626-573-2222

www.garfield medicalcenter.com

With more than 500 well-trained doctors and 1,300 employees on staff, Garfield caters to the diverse population of San Gabriel Valley. Not only does the Garfield facility offer state-of-the-art care, its physicians and staff embrace the multiethnic and multilingual patient population by speaking a variety of languages and offering translation services. At Garfield, we know that clear communication—and the comfort brought to patients—is a key element in providing great healthcare. With about 13,000 inpatient treatments and 40,000 outpatient visits annually, Garfield Medical Center continuously meets community needs for high-quality, reliable healthcare and prides itself on making its culturally diverse patients feel at ease.

Phone Directory Key Numbers

Main: 626-573-2222 | Patient Information/Lobby: 626-312-2359 Gift Shop: 626-312-2411 | Billing: 626-307-2070

OTHER HOSPITAL SERVICES Administration Admitting Auxiliary/ Volunteer Case Management

626-307-2000 626-307-2070 626-312-2248

Emergency Room 626-307-2125 Environmental Services 626-312-2240 Infection Prevention 626-307-2147

626-307-2042

Laboratory 626-307-2065

Cashier 626-307-2070 Critical Care Units: CCU 626-307-2155 CSU 626-307-2160 ICU 626-307-2140

626-307-2016

626-307-2105 626-307-2039 626-307-2036 626-307-2037

Diabetes Education 626-307-2083

Medical Records 626-307-2100

Dietary 626-307-2040

Medical/Surgical/ Pediatrics Unit (4 West) 626-307-2064 Medical/Surgical 626-307-2180 Unit (3 East)

Education/ 626-307-2030 In-Service Nursing Operations 626-307-2150 Outpatient Registration 626-307-2017 Patient Relations 626-307-6654 Pharmacy 626-307-2034 Quality/ Risk Management 626-307-2028

Maintenance/Plant Operation Maternal and Children Healthcare: Labor & Delivery Postpartum NICU Nursery

Respiratory Therapy 626-307-2145 Security/ Information Desk Social Services Surgery Department Surgical Unit (2 East)

626-312-2359 626-307-2029 626-312-2464 626-307-2151

Radiology 626-307-2060

Telemetry Unit (3 West) 626-307-2170

Rehabilitation 626-307-2130 Services Rehabilitation 626-307-2008 Unit (4 East)

Transportation 626-307-2088

Our Commitment to Care Patient Satisfaction Matters to Us How’s your stay? Are you getting the care you need? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you.

During Your Stay

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue still is not resolved, then contact the Patient Experience Department at 626-307-6654. You also have the right to file your complaint with either: California Department of Public Health P.O. Box 997377, MS 0500 Sacramento, CA 95899 916-558-1784 www.cdph.ca.gov

Office of Quality and Patient Safety The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 800-994-6610 Email: patientsafetyreport@ jointcommission.org www.jointcommission.org

?How gniod are ewwe erdoing? a woH We want you to be satisfied with your care. To help, speak up if we can … Respond quicker to your needs Explain things more clearly Help keep your room clean or quiet Ease your pain

MAKING A DIFFICULT HEALTHCARE DECISION?

Sometimes a healthcare choice can involve an ethical concern— such as a wish to refuse life-saving treatment or a disagreement over advance directives (see p. 23). Our BioEthics Committee can help your team of support people make difficult decisions. For help, call 626-312-2346.

Help you understand your medicine plan

Our Commitment continued After Your Stay

Once you leave our care, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey is a tool to measure and report patient satisfaction. It’s made up of simple questions on key care topics such as:

doctor and nurse communication

medicine and discharge information

pain management and staff responsiveness

overall quality of the hospital environment

If you’re selected to receive this brief survey, please take the time to complete it. The results will help us know what we’re doing right and where we can improve.

Want to Know How We Score? You can review and compare the quality, care and safety ratings for different hospitals at: n Medicare Hospital Compare, uses HCAHPS results and other data: www.medicare.gov/hospitalcompare You also can find information on hospitals through these accrediting organizations: n Healthcare Facilities Accreditation Program (HFAP): www.hfap.org n DNV GL Healthcare: www.dnvglhealthcare.com n The Joint Commission: www.qualitycheck.org

Fast Facts About Your Stay An A-Z Guide to the Most Frequently Asked Questions ATM

For your convenience, an ATM is located in cafeteria.

Cafeteria

Location: First floor Hours: Monday through Friday Breakfast: 7:30 a.m. to 9:30 a.m. Lunch: 10:30 a.m. to 1:30 p.m. Dinner: 4:30 p.m. to 7:00 p.m. Saturday and Sunday Lunch: 11:00 a.m. to 1:30 p.m. All visitors are welcome to dine in the cafeteria.

Calling Your Nurse

The intercom system in your room is mounted on the wall above the bedside table. This system is used for direct voice contact with the staff members at the nursing station. Extending from the intercom is a pillow speaker that can be clipped to your bed for convenience. To call the nursing station, press the top bar marked NURSE and a staff member will respond via the intercom. When the nursing staff member answers, please make your request in a normal speaking voice. Some beds have the nurse call button built into the side rail. Please clarify with your nurse as to which call system you have.

VISITING THE HOSPITAL? Thanks for taking the time to support your loved oneâ&#x20AC;&#x2122;s care and recovery. See p. 9 for important visitor information.

Cellphones

The use of cellphones is restricted in all patient care units and other departments that use clinical and diagnostic patient care equipment. Safe areas of the hospital in which cellphones can be used include the cafeteria, lobbies and waiting rooms.

Facts About Your Stay continued Electrical Appliances

Electrical appliances including hairdryers, curling irons, razors, radios, heating pads, portable heaters, VCRs, computers and other devices are not permitted in patient rooms. You may use only battery-operated devices.

Fire Safety

We conduct fire drills from time to time. If you hear an alarm, stay where you are. In an actual emergency, hospital staff will tell you what to do.

Gift Shop

The hospitalâ&#x20AC;&#x2122;s gift shop is located in the front of the cafeteria. The proceeds from the gift shop are donated back to the hospital through the Volunteer Auxiliary to assist the needs of our patients. Cash only please. Hours vary Monday through Sunday.

Interpreters

Garfield Medical Center employs a culturally diverse staff who speak many languages. In addition, we offer over-the-phone telephone interpretation in more than 200 languages. Blue Cyracom dualhandset interpretation phones are available throughout the hospital.

Mail and Flowers

A hospital volunteer will deliver mail and packages to you. Individual florists deliver flowers to patient rooms. Please note that flowers are prohibited in intensive care units. Any mail received after your discharge will be forwarded to your home address. Outgoing mail may be taken to the nursing station or given to your attending nurse. Postage stamps are available in the gift shop.

Personal Belongings and Valuables

Personal care items such as contact lenses, eyeglasses, hearing aids and dentures can be stored in your bedside stand when not in use. Please do not put them on your bed or food tray to help avoid them being lost or damaged. Leave valuables like jewelry or cash at home, or give them to a trusted relative or friend to watch over. Garfield Medical Center cannot be responsible for replacing personal belongings.

Public Restrooms

For everyoneâ&#x20AC;&#x2122;s health and safety, we ask visitors not to use patient restrooms. Public restrooms are located throughout the hospital. Ask hospital staff to direct you to the nearest one.

Smoking

Smoking and/or the use of any tobacco products is prohibited in all areas within the boundaries of the hospital, in all space leased by the hospital and by vehicles used to transport patients or shuttle passengers.

Telephone

All patients rooms have phones. To place a call within the hospital, see p. 4. To dial local, dial 9 first.

Each patient room has a television. Please be considerate of others by

keeping the TV volume down and turning off your TV by 11:00 p.m. See p. 10 for channel listings.

Vending Machines

Vending machines offering beverages and snacks are located in the main cafeteria and ER waiting room. They are available 24 hours a day, seven days a week.

Wireless Internet Service

Free wireless Internet access is provided throughout the hospital. The password is Welcome!

Visiting Hours To promote healing and safety and limit infection, some units may limit the number of visitors you can receive at one time. n General Hours: 8:00 a.m. to 9:00 p.m. n NICU, ICU, CCU and CSU: 24 hours for immediate family. Note: Visitors are not allowed during shift changes, which are from 7:00 a.m. to 8:00 a.m. and 7:00 p.m. to 8:00 p.m. Visiting hours are based on patient condition.

Facts About Your Stay continued

TV CHANNELS 2

CBS – KCBS

Headline News

Fox Business Network HD

PBS – KOCE

MSNBC

CNN HD

NBC – KNBC

OWN

CNBC HD

CW – KTLA

Comedy Central

Food Network HD

CCTV4 – Chinese

TLC HD

ABC – KABC

REELZ

TNT HD

Univision

FOX Movie

USA Network HD

KCAL

AMC

TBS HD

TSCV – Cantonese

Cartoon Network

Freeform HD

FOX – KTTV

TV Land

Animal Planet HD

Telemundo

Nickelodeon

Discovery Channel HD

MYTV – KCOP

Lifetime

HD Theater

KSCI – CH18

FX HD

CTI – Mandarin

Oxygen

HDNet HD

TVB2

Classic Sports

A&E HD

TVBS – Chinese

ESPN U

History HD

Baby Channel – English in-house

ESPN HD

National Geographic Channel HD

Baby Channel – Spanish in-house

ESPN2 HD

Syfy HD

INSP

ESPNews HD

Spike TV HD

Cooking

NFL Network HD

Fox News

Golf Channel HD

Answer: With 4 hours of viewing each day or 28 hours a week, by age 65 TV-viewing time can equal roughly 9 years!

Quick Quiz! By the age of 65, how many years of the average American’s life is spent in front of the TV? o 2 years o 5 years o 9 years o 12 years

Take Charge of Your Care You are the center of your healthcare team. Let this special guide help you get the best results from your hospital stay.

Speak Up! If you have questions or concerns, you have the

right to ask and get a response from your doctor or nurse that makes sense to you. To help, share your answers to these questions with hospital staff.

What language would you prefer to speak?

Do you need glasses, hearing aids or other devices to help with talking to hospital staff?

Do you prefer to hear, see or read health information?

Do you have any cultural, ethnic or religious-based special needs?

Who will be your support person who talks with hospital staff about your healthcare wishes? (see p. 23)

Ask Yourself Is there anything else the hospital should be aware of to improve my care experience? 11

TAKE CHARGE OF YOUR CARE continued

7 Key Ways

TO TAKE CHARGE OF YOUR CARE SPEAK UP. Ask questions and voice concerns. It’s your body, and you have the right to know. PAY ATTENTION. Always double-check that you are getting the right treatments and medicines from the right hospital staff. EDUCATE YOURSELF. Learn about your medical condition, tests and treatment options so you know why following your care plan is so important. FIND A SUPPORT PERSON. Pick someone to help speak up for your care and needs during your stay. KNOW YOUR MEDS. Understand what your medicines treat, why you need them and how to take them for the best results. CHECK BEFORE YOU GO. Make an informed decision when selecting additional healthcare services. Choose only accredited providers who meet patient safety and quality standards. Go to www.qualitycheck.org to learn more. PARTICIPATE IN YOUR CARE. You are the center of your healthcare team. Make sure you know what’s happening every step of the way—from admission through discharge. Source: The content within the “Take Charge of Your Care” section reinforces the safety and quality care goals and standards issued by The Joint Commission and other hospital accreditation organizations.

Choose a Support Person A trusted friend or family member can be a big help during your hospital stay. Select one key person to be your healthcare advocate. If you become stressed or your ability to communicate changes, this person can stand in for you—and stand up for your care.

A support person can: n

ask questions you might not think of and write down information double-check your medicines and treatments watch for signs your condition is getting worse and ask for help

Don’t forget to tell the staff who you’ve picked to be your support person.

Check IDs

While you are here, many people will care for you (doctors, nurses, aides) and these same people will care for many patients. To prevent errors in your care: A sk to see the ID of everyone who comes into your room so you know the name and job of the person caring for you. If you do not see an ID badge, contact your nurse immediately. peak up if hospital staff does not S check your ID. Any time staff enters your room to give you medicine, transport you, or perform procedures or treatments, state your name and birth date.

Always double-check your name with staff to avoid errors.

This may seem repetitive at times, but it helps ensure you receive the correct care.

TAKE CHARGE OF YOUR CARE continued

Pay Attention To Your Care n

Tell your nurse if something doesn’t seem right.

You Are Key You are the most important member of your healthcare team.

Know what time you normally get medicine, and tell your nurse if you don’t get it.

Understand your treatment

Request drawings or illustrations to help you learn about your condition.

Ask questions Speak up about pain

Read and understand all medical forms before signing. Ask if you need information explained.

Know your medicines Plan early for a successful discharge

If your treatment involves medical equipment, practice using it with your nurse before you leave the hospital. Don’t be afraid to ask for a second opinion. The more information you have, the better you will feel about making decisions. Talk to your doctor and family about whether you want life-saving actions taken.

And Remember, Take Charge of Your Communication Ask About Jargon: I f you hear a medical term you don’t understand, ask what it means.

“Teach Back”: After you get instructions or an explanation, repeat back what you thought you heard so you can double-check that you understood.

Take Notes: W rite down any key facts your doctor tells you so you won’t forget.

5 Ways to Fight Infections The hospital is a place you come to get well, but you also can come in contact with germs that can make you feel worse. Reduce your chances of infection by taking these safety precautions. 1 Clean your hands. n after touching hospital objects or surfaces n before eating n after using the restroom 2 Ask hospital staff members to clean their hands. This should be standard practice, but don’t be afraid to remind them if they forget or to ask them to wear gloves when touching you. Ask visitors to clean their hands, too!

CLEANING TIP: Use soap and water or hand sanitizer under your nails, in between your fingers, and on the palms and backs of your hands. Rub for 15 seconds (the time it takes to sing Happy Birthday).

3 Cover if you are sick. If you get an infection, limit the spread of germs by sneezing and coughing into tissues you promptly throw away, and avoid touching other people. Ask the staff if there is anything else you should do—like wear a surgical mask—to prevent the spread of germs. 4 Keep an eye on bandages or dressings. If a dressing on a wound or IV becomes loose or wet, let your nurse know. Also if you have a catheter or drainage tube, tell your nurse if it becomes loose or dislodged. 5 Keep your vaccinations up-to-date. Make sure you are as protected as possible from the spread of infection. Check with hospital staff about whether it’s safe for you to receive any vaccines you might need.

Tell friends and family not to visit if they are sick. And make sure all your guests wash their hands when they enter your room.

TAKE CHARGE OF YOUR CARE continued

Don’t Ignore Pain No one knows how much pain you are in but you. Tell your doctor or nurse when pain strikes or if it comes back again after it goes away. Talk about your pain level throughout the course of your stay.

Ask yourself, then share with your nurse. n

Where does it hurt?

When does it hurt?

Does it keep you from doing things—like sleeping, dressing, eating?

Which words describe your pain? q aching

q cramping

q pressure

q shooting

q bloating

q cutting

q pulling

q soreness

q burning

q dull

q radiating

q stabbing

q comes and goes

q numbing

q searing

q throbbing

q constant

q pressing

q sharp

q tightness

How bad is it on this pain scale? Wong-Baker FACES® Pain Rating Scale

0 No Hurt

2 Hurts Little Bit

4 Hurts Little More

6 Hurts Even More

8 Hurts Whole Lot

You’re the Expert on Your Pain Starting to get uncomfortable? Pain medicine not working? Speak up. You may need to get more of the current pain medicine you are on or switch to a different kind of medicine to get relief. Don’t try to ignore painful symptoms. Managing your pain will help with your healing process. Talk to your doctor or nurse when pain strikes.

10 Hurts Worst

Scheduling: 626-698-7266

Scheduling: 626-445-4850

Established for over 50 years in the community, The Hill Medical Corporation and the Arcadia Radiology Medical Group have joined forces under a single entity. Radiant Imaging was formed to bring our radiology practices together under an allinclusive, multi-specialty, quality driven structure to ensure the best patient care and experience. We offer the following services: CT, MRI, Ultrasound, Mammography, PET Scans, DXA (bone density), Biopsies, and X-Ray services.

www.RadiantImaging.net

Iâ&#x20AC;&#x2122;M P A U L G E O R G E W H E N

W A S

S I X

NBA All-Star Paul George

MOM

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Learn the signs of a stroke F.A.S.T.

STROKE

Face drooping Arm weakness Speech difďŹ culty Time to call 911 strokeassociation.org

The best professionals taking care of your loved ones

When someone becomes seriously ill, it can be difficult to know where to turn for help.

Care For Life offers a specialized program in which total attention is given to patients and their families.

The Circle of Care

DEPICTS THE HOLISTIC CONTINUUM OF CARE RENDERED BY PROFESSIONALS AND TRAINED VOLUNTEERS WORKING TOGETHER AS A TEAM TO ASSESS AND MEET THE PATIENT’S AND FAMILY’S UNIQUE NEEDS AS THE PATIENT TRANSITIONS.

Care For Life

“ has been a godsend to us and we are most grateful for their services. I am deeply impressed by the gentle strength and positive therapy of the hospice approach. It has made a big and lasting difference in my life.” (Satisfaction Survey on File)

Values Professionalism Respect Quality Satisfaction Guaranteed

All treatments focus on enhancing a patient’s comfort and overall quality of life. Toll Free: (877) 844-3325 Tel: (562) 927-2320 Fax: (562) 927-2322 email: careforlifehospice@yahoo.com

THE CHOICE IS CLEAR. Is a Leader in Quality Care

The government awarded DaVita Garfield Dialysis top marks in its Five-Star Quality Rating System for providing quality dialysis care to patients.* DaVita Garfield Dialysis 118 Hilliard Avenue Monterey Park, CA 91754 Call 626-288-5796 to schedule a tour and see why our DaVita center exceeds quality standards. Learn more at DaVita.com/FiveStar. © 2016 DaVita HealthCare Partners Inc. *According to 2014 data from the Center for Medicare and Medicaid Services' (CMS) Five-Star Quality Rating System.

6:00am GET BATH READY FOR DAD 6:30am PACK LUNCH FOR THE KIDS 10:00am GIVE DAD HIS MEDICINE 1:00pm FOLD EVERYONE’S LAUNDRY 2:00pm

SORT DAD’S BILLS 3:30pm PICK UP THE KIDS 4:20pm TAKE DAD OUT FOR FRESH AIR 5:30pm REMEMBER THE DAYS WHEN DAD TOOK CARE OF ME 6:00pm MAKE DINNER 8:00pm HELP DAD TO BED 11:00pm FINALLY GO TO SLEEP Only those who care for others know what it’s really like to care for others. That’s why AARP created a community with experts and other caregivers to help us better care for ourselves and for the ones we love.

aarp.org/caregiving or call 1-877-333-5885

Prevent Falls While you are here, you may feel dizzy or weak. Illness, procedures, medicines or even just lying down for too long can make you less steady on your feet. To keep yourself safe: n n

n n

Use the nurse call button for help getting out of bed. sk for help going to the bathroom or walking around. A (And use hospital handrails when they’re available.) Wear nonslip socks or footwear. eep often-used items within easy reach K (glasses, remote, tissues, etc.). ake sure your wheelchair is locked when you get in M or out of it. Never step on the footrest.

Patients of all ages are at risk for falls. It’s better to be extra careful than risk another medical problem.

Prepare for Surgery Before your procedure, make sure you and your surgical staff confirm: n n

your name the type of surgery you are having the body part to be operated on—In fact, hospital staff will mark the correct spot on your body. Make sure you or your support person checks that it’s correct.

Take simple steps like these to help prevent medical mistakes.

Ask your surgeon to take a “time out” to check: you’re the right person, getting the right surgery, on the right body part. 17

TAKE CHARGE OF YOUR CARE continued

Manage Your Meds Whether you take one medicine or five, it’s important to know what you are taking and why. Ask your doctor these questions about any new (and current) medicines you take: n

hat is the name of my W medicine? Generic name? hy am I taking it? How will W it help? When will it start working? hat dose? How often? W How long? hat is the best time (morning, W night, etc.) or way to take it (with food, with water)? hat are possible side effects? W What do I do if they happen? re there any foods, drinks or A activities to avoid? What do I do if I miss a dose?

For a medicine tracker, see p. 32.

Remember, Take Charge of Your Medicines Think you’re due for your next dose? Wondering if this new medicine can replace one you already take? Want to make sure all your medicines and supplements are safe to take together? Don’t be afraid to ask.

Prevent Medicine Errors Be sure your doctors and nurses know: n All the prescription drugs, over-the-counter medicines and herbal or vitamin supplements you take. n Any allergies you have to medicines, anesthesia, foods, latex, etc. n That your name matches the name on the medicine (use your ID bracelet to double-check).

Rights & Responsibilities You Have the Right to the Best Care Please review the rights and responsibilities below to help us provide you with quality care. s a patient, you have the right to A respectful and considerate care. In addition, there are specific rights and responsibilities you have during your hospital stay.

You Have the Right To:

e informed of the hospitalâ&#x20AC;&#x2122;s rules b and regulations as they apply to your conduct. e xpect privacy and dignity in treatment consistent with providing you with good medical and psychiatric care. r eceive considerate, respectful care at all times and under all circumstances. e xpect prompt and reasonable responses to your questions. now who is responsible for k authorizing and performing your procedures or treatments.

prognosis, and any continuing healthcare requirements after your discharge in terms you can understand. r efuse treatment, except as otherwise provided by law, and to be informed of the consequences of your refusal. r eceive access to medical treatment or accommodations regardless of race, sex, creed, sexual orientation, national origin, religion, physical handicap or sources of payment.

Concerns? If you have concerns about the care you or your loved one is receiving, please speak with your doctor or nursing supervisor. If you feel that your issue isnâ&#x20AC;&#x2122;t resolved, contact Patient Experience at ext. 6655.

now the identity and professional k status of your caregivers. now what patient support k services are available, including access to an interpreter if language is a problem. ave access to your medical h records according to hospital policy. e informed of the nature of your b condition, proposed treatment or procedure, risks, benefits and

Rights & Responsibilities cont. e informed of medical alternatives b for care or treatment.

the plan of care and what is expected of you.

now if the medical treatment k prescribed for you is for experimental purposes and to give your written consent to participate if you choose.

f ollowing the treatment plan recommended by your healthcare providers.

articipate in the decision-making p process related to the plan of your care. ave access to professionals to h assist you with emotional and/or spiritual care. e xercise your cultural values and spiritual beliefs as long as they do not interfere with the well-being of others, or the planned course of any medical care. articipate in the discussion of p ethical issues that may arise. e xpress concerns regarding any of these rights in accordance with the grievance process. f ormulate advance directives and appoint a surrogate to make healthcare decisions on your behalf to the extent permitted by law.

You Are Responsible For:

roviding accurate and complete p information to your healthcare providers about your present and past medical conditions and all other matters pertaining to your health. r eporting unexpected changes in your condition to your healthcare providers. i nforming your healthcare providers whether you understand

k eeping appointments and, if you cannot, notifying the proper person. k nowing the consequences of your own actions if you refuse treatment or do not follow the healthcare providersâ&#x20AC;&#x2122; instructions. b eing considerate of the rights of other patients and hospital personnel, and to follow hospital policy and regulations regarding care and conduct. f ulfilling your financial obligations to the hospital as promptly as possible. To report a concern: Garfield Medical Center 525 N. Garfield Ave. Monterey Park, CA 91754 626-312-2264 (Spanish & English) 626-307-2011 (Chinese & Vietnamese) 626-312-2291 (Hotline) Office of Quality and Patient Safety Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 800-994-6610 Fax: 630-792-5636 patientsafetyreport@jointcommission.org California Department of Public Health Health Facilities Inspection Division Operations 600 Commonwealth Ave., Room 903 Los Angeles, CA 90005 Toll-free: 800-228-1019

Your Privacy Matters Privacy and Health Information You have privacy rights under a federal law that protect your health information. This law sets rules and limits on who can look at and receive your health information. These rights are important for you to know.

Who must follow this law? Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes and many other healthcare providers and their vendors

Health insurance companies, HMOs and most employer group health plans

Certain government programs that pay for healthcare, such as Medicare and Medicaid

Right to Complain If you believe your rights are being denied or your health information isnâ&#x20AC;&#x2122;t being protected, you can file a complaint with your provider, health insurer or the U.S. government at www.hhs.gov/ocr/privacy.

What information is protected? Information your doctors, nurses and other healthcare providers put in your medical records

onversations your doctor has with nurses and others regarding C your care or treatment

Information about you in your health insurerâ&#x20AC;&#x2122;s computer system

Billing information about you at your clinic ost other health information about you held by those who must M follow this law

What rights do you have over your health information? Providers and health insurers must comply with your right to:

sk to see and get a copy of your A health records ave corrections added to your H health information Receive a notice that tells you how your health information may be used and shared

ecide if you want to give D your permission before

Your Privacy Matters continued

y our health information can be used or shared for certain purposes, such as for marketing et a report on when and why your health information was shared G for certain purposes File a complaint

What are the rules and limits on who can see and receive your health information? To make sure that your health information is protected in a way that doesnâ&#x20AC;&#x2122;t interfere with your healthcare, your information can be used and shared:

For your treatment and care coordination To pay doctors and hospitals for your healthcare and help run their businesses

Contact 626-3072100 for copies of medical records.

With your family, relatives, friends or others you identify who are involved with your healthcare or your healthcare bills, unless you object To make sure doctors give good care and nursing homes are clean and safe To protect the publicâ&#x20AC;&#x2122;s health, such as by reporting when the flu is in your area To make required reports to the police, such as reporting gunshot wounds

Without your written permission, your provider cannot:

Give your health information to your employer Use or share your health information for marketing or advertising purposes Share private notes about your mental health counseling sessions

Another law provides additional privacy protections to patients of alcohol and drug treatment programs. For more information, visit: www.samhsa.gov.

Source: U.S. Department of Health & Human Services Office for Civil Rights

Advance Directives A Simple and Smart Way to Take Charge of Your Care One of the most important decisions you can make about your care is to fill out advance directives in case you can no longer speak for yourself. Advance directives are documents that let others know your wishes about the type of care you want. And they will only be used if you become unconscious or too ill to communicate yourself. Different states have different laws about advance directives. Check with your Admissions department or nurse if you have any questions. Directives can include:

Living Will

This set of instructions explains the type of lifeprolonging medical care you wish to accept or refuse. It can include your wishes about the use of resuscitation (CPR) if your heart stops, a ventilator if you stop breathing, or feeding tubes or IVs if you cannot eat or drink.

Durable Power of Attorney For healthcare: This is a legal document that names your healthcare proxyâ&#x20AC;&#x201D;someone who can make medical decisions for you if youâ&#x20AC;&#x2122;re unable to do so.

Choose Your Care Fill out advance directives so your wishes are met and your loved ones are sure of what you want.

An official healthcare proxy can represent your wishes on emergency care but also on other medical issues like potential treatment options, blood transfusions, kidney dialysis, etc. Choose someone you trust, discuss your medical wishes, and make sure the person agrees to represent you in this role.

FILL OUT YOUR FORMS

Make sure you submit advance directives each time you go to the hospital, so your most current information and wishes are on file. You do not need a lawyer to fill these out. For more information and to obtain the forms you need, contact your nurse.

For finances: You also have the right to appoint someone or the same person to help manage your finances if you cannot.

Support for Caregivers How to Play a Role in Your Loved One’s Recovery

We encourage patients to pick a key person to support them during their hospital stay. Whether you are that primary support person, or just one of many people caring and supporting your loved one, you can play an important role in making sure your loved one gets the safest and best care both here—and beyond the hospital.

What to Know Before You Leave

Caregivers can help ensure the best outcome for their loved one after a hospital stay by getting the answers to these three questions: n

hat is the next step for medical W care (home or facility, follow-up with primary care physician or physical therapy, etc.)? Help your loved one arrange the details to make this happen—financial plan, transportation, scheduling, etc. hat new and former medicines W does my loved one need to take? Help your loved one understand the details—timing, dosing instructions, side effects, prescription refills, etc. hat health warning signs do I W need to watch for and what do I do if they happen? Help your loved one by writing these symptoms down, as well as the name and contact number to call.

Caregivers Need Care Too If you feel like you need a break or help, reach out to friends and family. And consult the resources listed here. RESOURCES n National Alliance for Caregiving www.caregiving.org n

Family Caregiver Alliance www.caregiver.org Caregiver Action Network www.caregiveraction.org

Before You Leave the Hospital

A successful recovery after your stay starts with a solid plan before you go.

Plan Early to reduce your chances of being readmitted and

increase your chances for a healthy recovery. Take steps as soon as possible during your stay to plan for a successful transition from the hospital.

To begin, ask to speak with your discharge planner, and review the following: n your discharge summary and discharge plan n your complete medicine list and instructions n your upcoming appointments n what to do if you donâ&#x20AC;&#x2122;t feel well

A Reason To Plan Early If you need a rehabilitation facility, nursing home, skilled care, or other service after your stay, youâ&#x20AC;&#x2122;ll need time to find and weigh your options. For help comparing services in your local area, go to: n www.medicare.gov/nursinghomecompare n www.medicare.gov/homehealthcompare n www.qualitycheck.org

Before You Leave continued

Checklist for Discharge Make sure you have the following information before you leave the hospital.

pD ischarge summary. This includes why you were in the hospital, who cared for you, your procedures and medicines.

Not Ready To Leave? You have the right to appeal your discharge if you don’t agree with the decision that you are ready to leave the hospital. Speak with your discharge planner or physician and share your concerns. You also may need to reach out to Medicare, Medicaid or your insurance company.

pM edicine list. This includes all your new and former prescriptions, overthe-counter medicines, vitamins and supplements. Ask if there are any medicines you can stop taking or that are not good to take together. Also make sure you know why, how and when to take each one. pP rescriptions. Check that your pharmacy has your new prescriptions and that you have a plan to get them filled. p Follow-up care instructions. Beyond medicine, this can include: n warning signs to watch for n foods or activities to avoid n daily living adjustments n tests or appointments (like how to get into bed) n how to care for incisions or n who to call with questions use equipment pA fter-hospital services. Know how much support you’ll need in these areas: n Personal care: bathing, eating, dressing, toileting n Home care: cooking, cleaning, laundry, shopping n Healthcare: taking your medicines, doctor’s appointments, physical therapy, wound care, injections, medical equipment p Local Resources. Ask your discharge planner for help finding local after-care services or other support groups. Try the teach back method. Repeat back what you hear the discharge planner say to make sure you understand the details correctly. 26

After-Hospital Care

Quick Guide to Recovery Options for After Your Stay

After-hospital care that fits your needs is important. Make sure you understand what your hospital staff recommends for you.

Home Healthcare— Care provided by professionals in your home to help maintain or restore health. Includes: home care services such as housekeeping and meal preparation; personal care services such as bathing, dressing or eating; and healthcare services such as physical therapy or skilled nursing. Independent Living—

Communities with individual, private apartments or homes. Includes: meals, housekeeping, maintenance, social activities and possibly transportation. Healthcare services like skilled nursing are not usually standard.

Assisted Living— Individual

units or apartments, usually in a long-term care facility. Includes: home and personal care services, as well as help managing health conditions and medicine routines—plus social activities and transportation. Medical staff is onsite 24 hours.

Nursing Home— Long-term care facility with individual rooms for those who don’t need a hospital, but can’t be cared for at home. Includes: all daily living and personal care services, 24-hour skilled nursing care, plus social activities and events. Special units often available for people with Alzheimer’s disease or memory loss.

Hospice— Care program that

provides support for terminally ill patients and families in hospitals, facilities or homes. Includes: 24-hour help with pain control, symptom management and emotional or spiritual support. To get started evaluating or finding after-hospital care resources in your area, visit:

ldercare Locator E www.eldercare.gov ational Respite Network and N Resource Center www.archrespite.org

Contact your health insurance, Medicare or Medicaid to find out what care and services are covered for you, and to obtain help with costs. 27

Understanding Your Bill Take Charge of Your Payments The hospital billing process may seem complicated, but you can feel more in control by knowing exactly what your bill covers. For example, if you stay overnight, you can expect to see charges for your room, meals, 24-hour nursing care and medicines. The bill also will show charges for any special services, such as X-rays and lab tests. You’ll receive bills for doctors, surgeons and specialists separately from the hospital.

Medicare

KEEPING TRACK

One of the key ways to feel wellinformed and less overwhelmed about the hospital billing process is to stay organized. Keep all of your statements and bills together and review each one as it arrives.

If you have Medicare, you’ll have to fill out an MSP (Medicare secondary payer) form. This ensures that Medicare only pays for services not covered by other insurance you may have. If you have secondary insurance, this usually covers Medicare deductibles. If you don’t have secondary insurance, you need to pay these amounts yourself. Also be sure to read your quarterly MSNs (Medicare summary notices) to review: the amount your doctor(s) charged the amount Medicare approved and paid n the amount you owe n your current deductible status If you have questions, call the customer service number listed on your statement.

Commonly Confused Terms • D eductible: The amount you owe each year before your insurance begins making payments. • C o-payment: A flat fee you pay for a specific service, usually due at the time of service. • C o-insurance: The portion of your medical expenses that you’re personally responsible for paying. For example, your insurance may cover 80 percent of a bill, while you have to pay the remaining 20 percent.

Commercial Insurance Providers

If you use a commercial insurance provider, then the hospital forwards your claim based on the information you provide at registration. About a month after you leave the hospital, you’ll get an explanation of benefits (EOB) statement from your insurance provider. This isn’t a bill. EOBs show:

the amount billed by your doctor or hospital

how much of that cost is covered by your insurance

how much you owe

Review this and all other bill-related documents carefully. If you have questions, contact your doctor or the customer service number listed on the statement.

Self-Pay Patients and Payment Arrangements

If you’re planning to pay your bills without help from Medicare or a commercial insurance provider, then you’ll get bills directly from the hospital. When the first bill arrives, call the hospital’s financial services department to set up a payment plan.

Need Help? If you don’t understand something on your bill, or if you’re having trouble paying your bills, let us know. A patient representative can work with you and guide you to services that can help.

Communicate with the financial services department as soon as possible. If you don’t set up a payment plan, or if you stop making payments, then your account may be placed with a collection agency. The hospital wants to work with you, so reach out with any questions or concerns you have.

Understanding Coordination of Benefits (COB) COBs happen when you’re covered under two or more insurance companies. This may occur when partners or spouses are listed on each other’s insurance policies, or when both parents carry their children on their individual policies. To prevent duplicate payments, COBs determine the primary payer. You choose who this is when you’re admitted. Insurance companies usually request completed COBs from you before paying a claim, so make sure you address these requests quickly.

Giving Back Garfield Medical Center is committed to providing quality healthcare regardless of the patientâ&#x20AC;&#x2122;s ability to pay. You can help us help others by making a contribution to us. Your gift also will help us enhance our services, programs and facilities to better care for our community.

Make Your Gift Today

Tax-deductible gifts can be made in the form of cash, check, credit card or stocks. You also may remember Garfield Medical Center in your will and through life insurance, among other gift options. Thank you in advance for your gift.

Want to Volunteer?

Volunteers provide support throughout the hospital and give thousands of hours each year to enhance the care of patients and their families. For more information or to volunteer, call ext. 2030.

Staff Definitions Case Managers and Social Workers Ext. 2042

Case managers will review your medical record and discuss your discharge planning. They also are available to help you with arrangement for home care, admission to a long-term care facility or rehabilitation care. Social workers offer emotional support, counseling and guidance to help patients and their families deal with financial, social and emotional problems related to illness or hospitalization.

Dietitians Ext. 2040 and 2041

Pharmacists Ext. 2034

While youâ&#x20AC;&#x2122;re in the hospital, all your medications are dispensed by our hospital pharmacists. They can answer any questions you have regarding your medications.

Physicians

Your primary care physician, a specialist physician for your condition or a hospitalist will supervise your care while you are in the hospital.

Rehabilitation Therapists Ext. 2130

A registered dietitian will review your medical record and work with your healthcare team to develop a nutrition care plan for you. Registered dietitians also help educate you about diets you may need to follow after discharge.

Physical therapists, occupational therapists, recreational therapists and speech pathologists will work with you, your family and your medical team to help meet goals of recovery.

Hospitalists

Skilled health professionals perform and assist with laboratory and other procedures, including X-rays, mammograms, ultrasound, CT scans, MRIs, cardiac catheterization and radiation therapy to help with diagnosis and treatment.

A hospitalist is a physician whose only focus is to take care of patients when they are in the hospital. Hospitalists work in close consultation with the patientâ&#x20AC;&#x2122;s primary care physician and specialists.

Nurses

In each nursing unit, a registered nurse supervises patient care and directs the unitâ&#x20AC;&#x2122;s nursing assistants and nurse technicians. The nursing staff is available around the clock.

Technicians and Technologists

Volunteers Ext. 2248

Volunteers give thousands of hours each year to our hospital to enhance the care of our patients and their families. They provide support throughout the hospital, including staffing the information desk, delivering mail and flowers, operating the gift shop and escorting patients.

Medicine Tracker Keep track of all the new medicines you are prescribed while in the hospital—plus any other medicines you already take.

MEDICINE 1

MEDICINE 2

Drug Name What Does it Treat?

Dose How to Take it

(With food, on an empty stomach, etc.)

When to Take it

(Time of day, morning, night, etc.)

Notes

(Prescribing doctor, pharmacy, side effects)

Share With Staff

Fill out this list with hospital staff to double-check you’re taking your medicines correctly and that they’re all safe to take together. Be sure to also include over-thecounter medicines, vitamins and supplements.

MEDICINE 3

MEDICINE 4

Choosing the right skilled nursing facility can be critical to your recovery. Broadway Healthcare Center is located in the city of San Gabriel. We offer skilled nursing, short-term rehab, case management, social services, respite care, pain management, IV therapy and wound care. We are caring professionals that will guide you through your personalized therapy. Whether you’re recovering after a hospital visit or in need of ongoing medical support, Broadway Healthcare Center will help you achieve your personal goals. Call us or visit our 59-bed community!

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