PATIENT GUIDE Key Information For Your Stay
FACTS FOR YOUR STAY
—Plus! What Your Visitors Need to Know
SPEAK UP!
Ask Questions and Voice Concerns
5 TIPS TO FIGHT INFECTION KNOW YOUR RIGHTS
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CO N T E N TS WELCOME. . . . . . . . . . . . . . . . . . . . . . . 2 ABOUT US. . . . . . . . . . . . . . . . . . . . . . . 3 PHONE DIRECTORY.. . . . . . . . . . . . . . 4 OUR COMMITMENT TO CARE.. . . . 5 CONDITION H.. . . . . . . . . . . . . . . . . . . 7 FAST FACTS ABOUT YOUR STAY.. . 8 SPECIAL SECTION . . . . . . . . . . . . . . . 11 RIGHTS & RESPONSIBILITIES. . . . . . 17 YOUR PRIVACY MATTERS.. . . . . . . . 19 ADVANCE DIRECTIVES. . . . . . . . . . . 21 SUPPORT FOR CAREGIVERS. . . . . . . 22 LEAVING THE HOSPITAL. . . . . . . . . . 23 UNDERSTANDING YOUR BILL. . . . . 25 HOSPITAL SERVICES. . . . . . . . . . . . . . 27 GAMES. . . . . . . . . . . . . . . . . . . . . . . . . . 30 NOTES. . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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Take Charge of Your Care Speak Up Pay Attention to Your Care n Prevent Falls n Check IDs n 5 Ways to Fight Infections n Don’t Ignore Pain n Manage Your Meds n n
On Our Cover Facts for Your Stay Plus! What Your Visitors Need to Know. . . . . . . . . . . . . . . . 8 Speak Up! Ask Questions and Voice Concerns. . . . . . . . . . . . . . . 11 5 Ways to Fight Infection. . . 14 Know Your Rights. . . . . . . . . . . 17
MEDICINE TRACKER. . . . . . . . . . . . . . 32 The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider’s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, iStockphoto. ©2015 PatientPoint ®
Welcome Thank You for Trusting Us Thank you for choosing Rose Medical Center to meet your healthcare needs. For more than 60 years, we have been dedicated to offering high-quality medical care to our patients. Your health and comfort are our main concern while you are here.
MISSION STATEMENT
Foremost in our hearts and minds is the commitment to our patients. Therefore, we assume responsibility for everything that affects their care.
All of our employees share a commitment to patient satisfaction and providing outstanding care. If there is anything that we can do to make your stay more comfortable, please let us know immediately. We want to know what we did well, but also what you think we could do differently to make sure we are delivering the quality care and the service you expect from us. If you have comments about your care or treatment, please feel free to speak with your nurse, physician or patient representative, or call a member of our executive staff at 720-289-0304. Please use this guide as a resource to answer any questions you may have about our services and hospital. I also encourage you to take this booklet home with you and use it as a source of information about a variety of programs available to you and your family at Rose Medical Center. Thank you for choosing Rose Medical Center for your healthcare needs. Sincerely,
Kenneth H. Feiler President and CEO
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About Us Why We Are the Right Choice for Your Care Rose Medical Center is a fully accredited, 422-bed acute care hospital. Each year, Rose cares for more than 160,000 patients with a team of 1,200 dedicated employees, 100 volunteers and more than 1,100 physicians. Well known as a Denver institution and a 9th Avenue landmark for 60 years, Rose has earned its reputation as Denver’s “baby hospital” while also becoming a leader in comprehensive women’s, surgical and endoscopy services, heart and vascular services, orthopedics, total joint replacement, bariatrics and sports, internal and aesthetic medicine. Rose was founded with origins in Jewish teachings, traditions and community, with the goal to “serve the need of every creed.” By offering a high level of expertise and services across all disciplines, Rose has truly become a destination hospital, attracting patients from throughout Colorado and around the world.
We Care About Your Care Please speak up and tell us if we can do more. In fact, after your stay, we’ll be reaching out to you to find out how we did. Please be honest and take a few moments to tell us what you think. Your responses to this patient satisfaction survey will help improve our services.
CONTACT US 4567 East 9th Avenue Denver, CO 80220 303-320-2121
www.RoseMed.com 3
Phone Directory Key Numbers Main: 303-320-2121 | Patient Information: 303-320-2396 | Billing Inquiries: 866-475-7872 | Gift Shop: 303-320-2297 | Cafeteria: 303-320-5444
Calling from INSIDE the hospital? Dial the last four digits only.
OTHER HOSPITAL SERVICES Operator 303-320-2121 Admissions 303-320-2389
Medical Records 303-320-2162 Parent Education 303-320-ROSE & Tours (7673)
Breast Center 303-320-7127
Parking 303-320-7350
Chaplaincy Services 303-320-2159
Patient Advocate 303-320-7183
Cherry Creek 303-692-0903 Eye Surgery Center
Patient Information 303-320-2396
Diabetes Center 303-320-2490
Pharmacy 303-320-2167
Ethics & 303-320-2646 Compliance Officer
Physical Medicine 303-320-2818 and Rehabilitation
Emergency 303-320-2455 Department
Physician Referral 303-320-2578
Facility Privacy 303-320-7457 Officer
Pre-Registration 303-320-2798
Family Medicine 303-584-7900 Program
Radiology 303-320-2290
Financial Counselor 303-320-2626 Housekeeping 303-320-2885
Sleep Disorders 303-320-7471 Center Volunteer Services 303-320-2740
For more information on the resources available at Rose Medical Center, visit: www.RoseMed.com.
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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 is still not resolved, then contact the patient advocate at 303-320-7183. You also have the right to file your complaint with either: Colorado Department of Public Health & Environment Health Facilities Division 4300 Cherry Creek Dr. South Denver, CO 80246 303-692-2800
Office of Quality Monitoring The Joint Commission One Renaissance Boulevard Oakbrook Terrace, IL 60181 800-994-6610
?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 Help you understand your medicine plan
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. 21). Our Case Management staff can help your team of support people make difficult decisions. For help, call the operator at 303-320-2121 and ask for Case Management.
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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 multiple-choice questions on key care topics such as:
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doctor and nurse communication
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medicine and discharge information
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pain management and staff responsiveness
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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 can also find information on hospitals through these accrediting organizations: n The Joint Commission: www.qualitycheck.org n Healthcare Facilities Accreditation Program (HFAP): www.hfap.org
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Condition H Special Support to Prevent Emergencies During your stay, you have access to a special service called Condition H. You can call this service, and a critical-care team will check on you or your loved one and provide help before there is a life-threatening emergency.
WHEN to Call Condition H Call for help if you notice: n
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c hanges in heart rate or drop in blood pressure c hange in respiratory (breathing) rate or oxygen levels c hanges in urine output (much more or less urine) c hange in mental status or level of consciousness
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a ny time you are worried something might be wrong a ny change in the patient’s condition that needs immediate attention and the healthcare team is not responding, or if you continue to have serious concerns after speaking with the healthcare team
HOW to Call Condition H Step 1: Dial 5555 on bedside phone. Step 2: Tell the operator: your name, room number, patient’s name and your concern. Step 3: The Condition H Team will be sent to your room.
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Fast Facts About Your Stay An A-Z Guide to the Most Frequently Asked Questions ATM
For your convenience, an automated teller machine (ATM) is located on the first floor near the main elevators.
Construction
We’re always working to make the patient experience at Rose top-notch. Please excuse the ongoing construction on our campus as we work to improve our facilities. If you have questions or concerns regarding construction, please reach out to your nurse or nursing supervisor. Thank you for your patience!
VISITING THE HOSPITAL? Thanks for taking the time to support your loved one’s care and recovery. See p. 10 for important visitor information.
Coffee Bar, Café and Room Service
Little Miss Latte Location: Located on the first floor Hours: Monday through Friday, 6:30 a.m. to 1 a.m.; Saturday, 7:30 a.m. to 1 a.m.; Sunday, 2 p.m. to 1 a.m. Offering coffee drinks, soups, salads, pastries, deli options and hot meal entrées for breakfast, lunch and dinner. Rose Café Location: Located on the ground floor Hours: Monday through Friday, 6:30 a.m. to 3 p.m.; Saturday and Sunday, 6:30 a.m. to 2 p.m. Visitors are welcome to dine in the cafeteria for a variety of hot food choices, deli items, a salad bar and takeaway options for breakfast and lunch. At Your Request Room Service At Your Request room service is available daily for patients between the hours of 7 a.m. and 6:30 p.m. Patients can place their menu orders by calling extension 5444. Family and friends are also welcome to join patients by ordering a guest tray for a small charge.
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Gift Shop
The hospital’s gift shop is located on the main floor, near the public elevators. Cash, check and credit cards are accepted. Within the hospital, gift deliveries are made by Rose volunteers. Hours: Monday through Friday, 9 a.m. to 5:30 p.m.; Saturday, 9 a.m. to 4 p.m.; Sunday, 10 a.m. to 3:30 p.m.
Internet Access
For your convenience, Rose Medical Center offers high-speed wireless Internet throughout the hospital. Patients and visitors are welcome to access the Internet with their wireless-enabled devices at anytime. The connection name is Rose_ Guest_Access.
Interpreter (Language/ Hearing Impaired)
Rose will provide interpreters for patients at their request. We also have telephonic interpretation services and a language line for patients who do not speak English. Please ask your nurse if you prefer speaking a language other than English.
Mail & Flowers
Mail and packages will be delivered to you by a hospital volunteer. Individual florists deliver flowers to patient rooms. Please note that flowers are prohibited in intensive care units. Patient mail received after discharge will be forwarded to the patient’s home. During your stay at Rose, your address is: your name, room number, Rose Medical Center, 4567 E. 9th Ave., Denver, CO 80220. Outgoing mail may be taken to the
nursing station or given to your attending nurse. Postage stamps are available in the gift shop.
Parking
Parking is available for patients and visitors in several areas, including the main parking garage on 9th Avenue, the Founders Building parking garage on Hale Parkway, surface parking lots, and on side streets (at parking meters). There is also valet parking available at most of the main entrances.
Pastoral Care
To provide for spiritual and pastoral needs, chaplains representing many faiths are available at all times. To arrange for a visit, please call Chaplaincy Services or ask your nurse for assistance. The Charles C. and Esther Ila Winocur Chapel is located on the first floor of the main building and is open at all times.
Smoking and Tobacco Use
Rose Medical Center is a tobaccofree campus. Smoking and the use of any tobacco product is not permitted anywhere in the hospital or on hospital property.
Telephone
Telephones are provided in all patient rooms. To place a local call, dial 9 and then the phone number with the local area code.
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Facts About Your Stay continued Visiting Hours
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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: 7 a.m. to 8 p.m.
Visitor Guidelines
We encourage well-wishers for emotional support and recovery. To provide a restful and safe environment, we ask that visitors follow these guidelines:
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o not visit if you have a cold, D sore throat, fever or other illness. void noisy, disruptive behavior A to help respect the healing of all patients.
sk before bringing foods, A drinks, or other items like balloons, flowers or perfume that might trigger allergies into patient rooms. ash your hands before W entering a patient’s room. ake sure all children have a M supervising adult with them at all times.
Your Room
We are pleased to offer fully private rooms for our patients. If you need assistance making your room more comfortable (e.g. adjusting the temperature, bringing in a cot for your loved one, etc.), please speak to your nurse or patient care assistant.
Visitation Policy Rose Medical Center understands that having loved ones by your side can help with your healing and care. You have the right to choose and prioritize visitors from among family, friends, partners, personal care aides or other individuals (regardless of the person’s gender or your relationship to the person). You can also choose a support person to be present throughout your stay, unless that person’s presence impacts your health or the rights or safety of other patients. If you have any questions about your visitation rights, please speak with your nurse or patient care assistant.
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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. 21)
Ask Yourself Is there anything else the hospital should be aware of to improve my care experience? 11
TAKE CHARGE OF YOUR CARE continued
Pay Attention To Your Care n
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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
Read and understand all medical forms before signing. Ask if you need information explained.
Speak up about pain 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.
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“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.
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
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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.
Check IDs
While you are here, many people will care for you (doctors, nurses, aides, orderlies), 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.
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TAKE CHARGE OF YOUR CARE continued
5 Ways to Fight Infections The hospital is a place you come to get well, but you can also 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. Rose is proud to have a Xenex UV disinfection robot named “Rosie.” Rosie uses chemical-free UV light to eliminate potentially harmful bacteria and viruses. Our Environmental Services team uses Rosie as one additional step we take to protect our patients.
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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?
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When does it hurt?
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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
10 Hurts Worst
*Copyright 1983, Wong-Baker FACES® Foundation, www.WongBakerFACES.org. Used with permission.
You’re the Expert on Your Pain Starting to get uncomfortable? Pain medicine not seeming to work? 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.
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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
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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.
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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).
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Rights & Responsibilities You Have the Right to the Best Care As a patient, you have the right to respectful and considerate care. In addition, there are specific rights and responsibilities you have during your hospital stay.
You Have the Right To: b e informed of the hospital’s rules 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. k now who is responsible for authorizing and performing your procedures or treatments. k now the identity and professional status of your caregivers. k now what patient support services are available, including access to an interpreter if language is a problem.
be informed of the nature of your condition, proposed treatment or procedure, risks, benefits and prognosis, and any continuing healthcare requirements after your discharge in terms you can understand. be informed of medical alternatives for care or treatment. refuse treatment, except as otherwise provided by law, and to be informed of the consequences of your refusal. receive access to medical treatment or accommodations regardless of race, sex, creed, sexual orientation, national origin, religion, physical handicap, or sources of payment.
have access to your medical records according to hospital policy.
Concerns? If you have concerns about the care you or your loved one are receiving, please speak with your doctor or nursing supervisor. If you feel that your issue isn’t resolved, contact extension 7183.
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Rights & Responsibilities cont. k now if the medical treatment prescribed for you is for experimental purposes and to give your written consent to participate if you choose. p articipate in the decisionmaking process related to the plan of your care. h ave access to professionals to 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. p articipate in the discussion of 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: p roviding accurate and complete 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. informing your healthcare providers whether or not you
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understand the plan of care and what is expected of you. f ollowing the treatment plan recommended by your healthcare providers. keeping appointments and, if you cannot, notifying the proper person. nowing the consequences of k your own actions if you refuse treatment or do not follow the healthcare providers’ instructions. eing considerate of the rights b of other patients and hospital personnel and to follow hospital policy and regulations regarding care and conduct.
Questions? If you have questions about your patient rights and responsibilities, please contact our Facility Privacy Official at 303-320-7457.
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 isn’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 insurer’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 A your health records
ave corrections added to H your health information Receive a notice that tells you how your health information may be used and shared
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Your Privacy Matters continued ecide if you want to give your permission before your health D 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 doesn’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
With your family, relatives, friends or others you identify who are involved with your healthcare or your healthcare bills, unless you object
Contact our health information management office at 303-320-2658 for copies of medical records.
To make sure doctors give good care and nursing homes are clean and safe To protect the public’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
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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 legal 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. 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 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 proxy—someone who can make medical decisions for you if you’re unable to do so. An official healthcare proxy can represent your wishes on emergency care but also on other medical issues Choose Your Care like potential treatment options, blood transfusions, Fill out advance directives so your kidney dialysis, etc. Choose wishes are met and someone you trust, discuss your loved ones your medical wishes, and aren’t unsure of make sure the person agrees what you want. to represent you in this role. For finances: You also have the right to appoint someone or the same person to help manage your finances if you cannot.
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, please speak with your nurse or ask to speak with Case Management.
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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
n
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.
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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
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 don’t feel well
A Reason To Plan Early If you need a rehabilitation facility, a nursing home, skilled care, or other service after your stay, you’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
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Before You Leave continued
Checklist for Discharge Make sure you have the following information before you leave the hospital.
p Discharge 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 may also need to reach out to Medicare, Medicaid or your insurance company.
p Medicine 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. p Prescriptions. 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 p After-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. Also, contact our concierge to sign up for the Rose Patient Portal, where you can view key items from your medical record online after you leave the hospital. Ask your nurse to contact the concierge to set up an appointment. 24
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 will also show charges for any special services, such as X-rays and lab tests. Please know that some of this information will also be available through the Rose Patient Portal, available at www.RoseMed.com/patient-portal. Ask your nurse to help you register for the portal with our concierge. You’ll receive bills for doctors, surgeons and specialists separately from the hospital.
Medicare
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.
n
n
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.
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Understanding Your Bill continued 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:
n
the amount billed by your doctor or hospital
n
how much of that cost is covered by your insurance
n
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 a husband and wife are both 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.
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Hospital Services Bariatric Weight-Loss Surgery at Rose
The Bariatric Surgery Center at Rose is the largest and most comprehensive bariatric program in the Rocky Mountain Region. Offering gastric sleeve, gastric bypass, duodenal switch, adjustable gastric banding and revisional procedures, Rose is certified as a Center of Excellence. To learn more, visit www.RoseKnowsWeightLoss.com
Cancer Care at Rose
Rose provides a full continuum of cancer care, from diagnosis to treatment, including dedicated nurse navigators to help facilitate patient care. Rose is a leader in care for breast cancer, colon and rectal cancer, gynecological cancers and thyroid cancer. Learn more at www.RoseCancerCenter.com.
Cherry Creek Eye Surgery Center
An off-site surgery department for Rose located at 4999 East Kentucky Avenue, Suite 101, in Denver, we have been offering eye surgery since 1986. Our staff is experienced and will treat you like one of the family. Typical procedures include cataracts, glaucoma, eye muscle correction, repair, and upper and lower eyelid surgery. For more information, call 303-692-0903.
Diabetes Center
Diabetes affects more than 23 million Americans, but many don’t know they have the disease. Diabetes is a serious condition that can lead to significant complications if left untreated. If you have diabetes, Rose can help. Our center offers a variety of programs and events designed to help you live a healthier life and avoid more serious complications. For more information, call 303-320-2490.
Diagnostic Sleep Center
If you are suffering from a sleep disorder like sleep apnea, you may benefit from a sleep study at Rose’s Sleep Disorders Center, which offers a broad range of diagnostic services in the evaluation, diagnosis and management of sleep-related disorders. To learn more, call 303-320-7471.
Emergency Medical Care
Rose’s Emergency Room is equipped to handle a variety of illness and injury and is renowned for its highly skilled nurses and board-certified doctors ready to care for you and your family 24 hours a day, seven days a week. Now you can text ER to 23000 to see our current ER wait times, or visit www.RoseMed.com/ER.
Heart & Vascular Center
The Heart & Vascular Center at Rose offers first-rate care with a complete range of services. Rose
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Hospital Services continued offers physician guidance for heart health and the Rocky Mountain Heart Rhythm Institute at Rose provides individualized, leadingedge care for irregular heartbeat conditions, like atrial-fibrillation. Rose has a seasoned staff of heart and vascular surgeons who can restore your health and get you back to your life. Visit www.RoseMed.com/heart for more information.
and delivery, and provide followup care. The midwives also provide well-women care, annual exams, birth control and family planning consultation. For more information, please visit www.RoseMidwives.com.
Physical Medicine and Rehabilitation
Rose’s state-of-the-art imaging equipment and experienced staff offer a full spectrum of radiology exams, including the highest quality MRI, CT, ultrasound, nuclear medicine, interventional radiology and digital diagnostic exams. To schedule an appointment, call 303-320-SCAN.
The Rose Physical Medicine and Rehabilitation Department offers a comprehensive program with a multidisciplinary rehabilitation team committed to excellence. We offer physical, occupational, speech and cardiac therapy services for inpatients and outpatients. Our goal is to provide the highest quality of care while promoting maximum functional independence. For more information, call 303-320-2818.
Maternity Services
Rose Breast Center
Imaging Services
At Rose, we believe that childbirth is a beautiful and wondrous event to be embraced with deep respect and celebrated for the miracle it is. We provide the kind of care parents want – safe, compassionate and tender – and strive to make your pregnancy experience every bit as special and memorable as you want it to be. For more information about having a Rose Baby, visit www.RoseBabies.com.
Midwifery
The Rose Midwifery practice offers an alternative approach to prenatal care. Our certified nurse midwives offer highly personalized care for women throughout their pregnancy
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The Rose Breast Center offers the latest technology, highly experienced physicians and staff and a compassionate, soothing experience for breast cancer screening mammograms. Rose was one of the first in the state to offer 3D mammography and digital mammography, providing the highest quality images possible. The Center also has Colorado’s premier radiologist specializing in mammography. For questions or to schedule your mammogram, call 303-320-7127. For more information, visit www.RoseBreastCare.com.
Rose Institute for Joint Replacement
Our Institute sets the standard for joint replacements in Denver, with world-class surgeons and staff who provide an unparalleled quality of care. The depth of our expertise in this area has led to a length of stay and infection rate lower than national averages. For more information, call 303-320-2153.
Rose Spine Institute
Offering a comprehensive, patientcentered program, the Rose Spine Institute has world-class surgeons and staff who provide excellent care and customer service that surpasses other hospitals. At Rose, spine patients are on a dedicated spine unit with a specialized care team providing excellent patient safety, better treatment outcomes and a high level of patient satisfaction. For more information, visit www.RoseSpineInstitute.com.
Rose Thyroid and Parathyroid Center
The Rose Thyroid and Parathyroid Center specializes in the surgical treatment of thyroid, parathyroid, pancreas and adrenal health. We have
a multidisciplinary team consisting of board-certified endocrinologists, radiologists and surgeons—all recognized leaders in their fields. Our physicians provide comprehensive evaluation and treatment, resulting in the best possible outcomes. Call 303-320-7058 for more information.
Acute Rehab Services
HealthOne Acute Rehab Services provides acute care rehabilitation to aggressively help individuals progress toward their recovery after a serious injury or illness. We offer a continuum of care from inpatient to outpatient rehabilitation services to meet a variety of needs at three convenient locations. Our acute rehabilitation programs specialize in the treatment of post-trauma, stroke, brain injury and neurological care utilizing an intensive team approach to help patients reach their maximum level of functioning enabling them to return home. Our interdisciplinary teams include rehab nursing, physical, occupational and speechlanguage therapies lead by our Physiatrists (physicians specializing in rehabilitation).
Women’s Services
Rose knows that women have special needs, and that’s why we offer comprehensive care that considers the whole woman at each stage of life. We offer a complete range of quality women’s services from education to prevention to screenings to treatment. Visit www.RoseKnowsWomen.com for more information.
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Games Sudoku Fill in the blank squares so that each row, each column and each 3-by-3 block contain all of the digits 1 through 9.
Answer Key
How did you do? Check your answers here
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Source: www.sudoku-puzzles.net
Notes
Can We Help? Our doctors and nurses respect and listen to every patient. If you don’t feel you’re concerns are being heard, speak up and we’ll make any changes needed to help improve your care. 31
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
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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
Home Health Care Professionals, Inc. Providing Not-for-Profit Service Since 1980
(303) 777-6827
www.homehealthcolorado.com
At Home Health Care Professionals, we extend your doctor’s recommended medical program into your home, so you can remain where you are most comfortable. Our services include: • Skilled Nursing • Physical Therapy • Occupational Therapy • Speech Therapy • Medical Social Services • Home Health Aides Medicare and Medicaid Certified
3680 S. Galapago Street, Suite 102 • Englewood, CO 80110
Keeping the Heart at Home Since 1982 When a Griswold-referred caregiver arrives, you’re gaining peace-of-mind in knowing that everything is under your control. Denver Metro-Golden-Arvada-Aurora
1.800.GRISWOLD
GriswoldHomeCare.com
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