CO_Swedish Medical Center by Patient Point

PATIENT GUIDE

Key Information For Your Stay

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Denver,

5755 Mark Dabling Blvd., Suite 120 Colo Springs, CO 80919, Fax: 719-219-0692 719-219-0691

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CO N T E N TS WELCOME. . . . . . . . . . . . . . . . . . . . . . . 2 PHONE DIRECTORY.. . . . . . . . . . . . . . 3 VISITOR GUIDELINES. . . . . . . . . . . . . 4 OUR COMMITMENT TO CARE.. . . . 5 SPECIAL SECTION . . . . . . . . . . . . . . . 7 ABOUT YOUR STAY.. . . . . . . . . . . . . . 15 n Concierge n Parking MEDICAL RECORDS. . . . . . . . . . . . . . 22 UNDERSTANDING YOUR BILL. . . . . 23

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 5 Ways to Fight Infections n Patient Safety FAQs n Pay Attention to Your Care n

HOSPITAL RESOURCES.. . . . . . . . . . . 25 INFANT SAFETY. . . . . . . . . . . . . . . . . . 28 SWEDISH CAMPUS MAP.. . . . . . . . . 29 RAPID RESPONSE TEAM. . . . . . . . . . 30 NOTES. . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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Welcome Thank You for Trusting Us Dear Patient and Family Members,

MISSION STATEMENT

Provide compassionate, high-quality patient care that meets the caring and cost-effective expectations of our patients, physicians, employees and volunteers, and to preserve and strengthen the Swedish tradition of community service.

VALUES AND STANDARDS:

• Constant Courtesy • Patient & Family Centered Care • Teamwork and Respect • Professionalism & Personal Responsibility

I would like to take this opportunity to welcome you to Swedish Medical Center. We understand that undergoing a procedure, whether planned or due to an emergency, can be a stressful time. The Patient Guide is designed to give you information that will help make your stay with us more comfortable. At Swedish, we believe in maintaining a culture of excellence for every patient, every time. Swedish, a leader in the Denver community, is a Level 1 Trauma Center and the region’s first Comprehensive Stroke Center designated by The Joint Commission. A leader in many medical specialties, procedures and care centers, we have been providing high-quality patient care and outcomes for more than 100 years. We hope this guide will provide valuable information for your hospitalization, but we understand you may still have a lot of questions. Please don’t hesitate to contact your nurse or other members of your healthcare team for further help and information. Our goal is to make you feel comfortable throughout your stay at Swedish Medical Center. Your health is our first priority, and it is a privilege to care for you. We look forward to assisting you in your journey toward health and recovery. Sincerely, Richard A. Hammett President and CEO

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Phone Directory Key Numbers Operator: 303-788-5000 Medical Records – HIM: 303-788-6071

Calling from INSIDE the hospital? Dial the last four digits only.

OTHER HOSPITAL SERVICES Admissions

303-788-6433

Hospital Information – Operator

Case Management

303-788-6655

Housekeeping – 303-788-2677 Environmental Services

Cashier

303-788-6011

Patient Advocate

303-788-6406

Chaplain

303-788-6232

Patient Concierge

303-788-3213

Emergency Department

303-788-6911

Physician Referrals

866-779-3347

303-788-5000

Financial Counselor Patient Last Name A-G 303-788-5070 Public Benefits Patient Last Name H-O 303-788-6427 Coordinator Patient Last Name P-Z 303-788-4894 Food & Nutrition Services Room Service

303-788-3663

Gift Shop

303-788-6668

Walgreens Pharmacy 499 E. Hampden

303-788-6363

303-524-3750

For more information on the resources available at Swedish Medical Center, visit www.swedishhospital.com.

Visitor Guidelines To provide a restful and safe environment, we ask that visitors follow these guidelines: heck with the patient’s nurse to determine visitation guidelines. C Leave the room promptly when treatment is to be given or when asked to do so by a nurse or physician. n Wash your hands upon entering and leaving a patient’s room. n Do not enter a patient’s room if you have a cold or other potentially contagious illness. n Do not enter a patient’s room when a no visitors or isolation sign is posted on the door. Some areas require gowns and/or masks upon entering, so please check with a nurse if you are unsure if such restrictions are required. Follow these steps at all times to protect yourself. n Wear appropriate attire when visiting patients, including shirt and shoes. n Ensure that children are supervised and accompanied by an adult at all times in the hospital. Also please note that children are not allowed to stay overnight. n Keep voices low in patient rooms and waiting areas to allow patients to get the rest needed. n Visitors may be limited based on the patient’s needs or the needs of the patient in the adjoining bed, if staying in a semi-private room.

Visiting Hours Swedish maintains different visiting hours for specific areas throughout the hospital. Please call the hospital at 303-788-5000 prior to your visit to confirm specific hours of visitation. Critical Care Unit (CCU) Visiting Hours: Visitation is permitted during the day except from 2:00 p.m. to 4:30 p.m., which is designated as a patient resting period. Visiting hours end at 10:00 p.m. Note: Please keep in mind that visitation is limited for many CCU patients, and a maximum of two visitors at a time are allowed with the patient. 4

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, you may call the patient advocate at 303-788-6406. You also have the right to file your complaint with either: Colorado Board of Medical Examiners 303-894-7800 Colorado Department of Public Health and Environment 800-866-7689 ext. 2827

Office of Quality and Patient Safety The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 800-994-6610 Email: patientsafetyreport @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. Our Ethics Committee can help your team of support people make difficult decisions. For help, contact the hospital operator.

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

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? What is your preferred name?

Ask Yourself Is there anything else the hospital should be aware of to improve my care experience? 7

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

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.

Patient Safety FAQs When you are hospitalized, your illness and its treatment may place you at risk for complications. Our job at Swedish is to care for you in the safest way possible, prevent complications, and speed your recovery. You will notice several safety measures are part of your daily care. Some of these measures may seem cumbersome or even feel uncomfortable, but your healthcare team chooses these strategies based on the best clinical evidence. This section helps explain which safety measures we use and why. If you have further questions, please ask any of your healthcare providers. FOLEY CATHETERS A Foley catheter is a tube inserted into your bladder to drain urine into a collection bag. You may need a Foley when: you are unable to move freely and cannot use the bathroom; your condition prevents your bladder from draining normally, or your healthcare team needs to monitor your urine output closely. Foleys help patients who need them, but if left in longer than needed, they can cause bladder infections. Studies show catheter-associated bladder infections prolong your hospital stay and increase healthcare costs. These infections are rarely deadly. What will we do to reduce your chance of developing a bladder infection? n Nursing will use sterile technique when inserting your Foley. They also will keep the catheter tubing clean using an antimicrobial wipe. n

Staff will secure the Foley tubing along your thigh to prevent it from being dislodged. Staff will position the drainage bag below the level of your bladder to prevent backflow of urine.

What can you do to prevent an infection? n Ask your nurse and/or physician if the Foley can be removed. n

You should not tug, pull or twist the Foley tubing because this allows skin bacteria to ascend the catheter to enter the bladder. You should NOT ask that a Foley be placed or remain in place only for convenience.

TAKE CHARGE OF YOUR CARE continued BLOOD CLOT PREVENTION – DVTs and PEs Deep venous thrombosis or DVTs are blood clots that form in the large veins of the leg and can break free, and may float into the lungs as pulmonary emboli or PEs. PEs are fatal in 30 percent or more of cases. Although some patients are admitted to the hospital because of DVT/ PEs, patients hospitalized for other reasons can develop these clots, too. Patients with cancer, abnormal blood clotting, immobility, and following major surgery or trauma are most at risk. Your healthcare provider will assist in determining which measure is best for you. What will we do to prevent you from developing DVT/PEs? n Apply SCDs (sequential compression devices) to your legs to promote circulation. SCDs must be worn 18 hours per day to be effective; n n

Prescribe an anti-coagulant medication to thin your blood; Help you move out of bed as soon as possible, and reposition you frequently when you are in bed.

What can you do to prevent DVT/PEs? n If you start to feel pain or tingling in your legs from your SCDs, tell your nurse immediately. n

Please do not remove or adjust your SCDs without asking your nurse for assistance.

If allowed to get up to a chair or walk, do so frequently;

If required to stay in bed, turn or reposition frequently.

INFECTION PREVENTION Infection prevention is at the heart of healthcare. Hospital acquired infections (HAI)—infections that patients get while in the hospital—are serious and potentially life-threatening and include MRSA, VRE, and C. difficile. These infections begin when a patient carrying these organisms is admitted to the hospital. These infections spread by hand-to-hand contact or by contact with infected body fluids. Every surface in an infected patient’s room can become contaminated, so contact isolation for these patients is essential to prevent spread of the infection to a neighboring non-infected patient.

Swedish employs a dedicated Infection Prevention Team of infectious disease physicians, nurses, and epidemiologists. The IP Team partners with every member of the hospital staff from bedside nurses to housekeeping service to identify, track, contain, and prevent transmission of HAI. What will we do to prevent spread of infection within the hospital? n Wash our hands with soap and water or alcohol-based hand sanitizer before and after every patient contact, regardless of whether they are a carrier of HAI (also called Universal Precautions). n

Wear gloves every time we touch a patientâ&#x20AC;&#x2122;s IV catheter or Foley catheter. Some patients at high risk may receive a bath that has a special additive, known as CHG, to reduce their risk of infection. Almost all patients in the CCU (Critical Care Area) will have mupirocin antimicrobial gel placed into their noses. Place patients who may be identified carriers of contagious organisms in private rooms on Contact Precautions. Wash hands as above and wear barrier gowns and gloves every time when caring for patients on Contact Precautions.

What can you and your loved ones do to prevent HAIs? n Patients and family members always can, and should, ask any healthcare provider if he or she has washed his or her hands, or request to have him or her re-wash. n

Each of your visitors will be required to wash his or her hands and wear the same masks, gowns and gloves as the healthcare team every time he or she come into the patient room. Recognize that even if your family members may have been exposed to the contagious organism previously, they should follow these precautions closely to prevent spread of the HAI to surfaces outside the room that will infect other patients and their families. Children also will be expected to follow isolation precautions; however, we strongly suggest not having children visit.

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

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.

“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.

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

A public ATM is available for use on the second floor of the hospital, just inside the cafeteria.

Business Center

Swedish offers a business center with free computer access, printer, phones and a fax machine. The Business Center is in the main lobby and is open 7:00 a.m. to 7:00 p.m. seven days a week.

Cafeteria

Location: Second floor above the main hospital lobby Hours: Continental Service Monday through Friday 6:30 a.m. to 10:00 a.m. 10:30 a.m. to 7:00 p.m. Saturday and Sunday 7:00 a.m. to 10:00 a.m. 10:30 a.m. to 6:30 p.m.

Hot Food Service Monday through Friday 6:30 a.m. to 9:30 a.m. 10:30 a.m. to 2:00 p.m. 4:30 p.m. to 7:00 p.m. Saturday and Sunday 7:00 a.m. to 9:30 a.m. 10:30 a.m. to 1:30 p.m. 4:00 p.m. to 6:30 p.m.

Open nightly from 11:30 p.m. to 2:30 a.m.

Calling Your Nurse

For your convenience, a button to call your nurse is located at your bedside, or there is a direct line to your nurse posted on your patient communication board. We encourage patients to use this button when help is needed. A staff member will respond to your signal as soon as possible. You also will find an emergency nurse call cord in your bathroom.

Chapel

Located on the main floor on the far west side of the lobby. Open 24 hours a day, seven days a week, 365 days a year.

About Your Stay continued Coffee Kiosk

Location: Main lobby The kiosk serves specialty coffees, sandwiches and salads.

Concierge Services

Our concierge service helps improve your quality of life while you are here. To alleviate the stress during the surgery and recovery process, we are here to help you and allow you and your family to focus on your health. Some of the services include:

Contact patient/family via phone prior to surgery. lleviate pre-op anxiety by A addressing any questions and all non-clinical needs. I nform the patient of hospital policies and amenities. Coordinate chaplain services. rovide items such as reading P materials, magazines and puzzles that can be purchased. ive information about nearby G hotels and discounted rates. ffer restaurant O recommendations.

Call 303-788-3213 for more information.

Electrical Safety

Swedish does not permit electrical devices from home in patient rooms. These devices include electric blankets, hairdryers, radios, heating pads, portable heaters or fans. If you require an item from home for

medical reasons, you must call 303788-6267 to have it inspected prior to use. Battery-powered appliances are generally permitted unless oxygen is being used within the patientâ&#x20AC;&#x2122;s room; in these instances, the devices may not be allowed.

Fax and Copy Machines

For the convenience of our patients and visitors, Swedish has fax and photocopy machines available for public use. Please check with a staff member for the nearest locations of these resources.

Gift Shop

Location: Main lobby Hours of Operation: Monday through Friday: 9:00 a.m. to 7:00 p.m. Weekends: 10:00 a.m. to 4:00 p.m. The Gift Gallery is a full-service gift shop dedicated to serving the needs of hospital visitors, patients and employees. The shop carries a selection of gifts, such as floral and balloon bouquets, plants, greeting cards and candy, as well as an assortment of baby gifts, including items for premature infants. The Gallery staff is happy to deliver gift selections to patients and/or employees in the hospital and in surrounding medical buildings on campus. Please call ext. 6668 to place your order.

Latex Balloons

Due to the increase in latex allergies, latex balloons may not be brought to the hospital. Mylar balloons are welcome.

The HealthONE family, including: Bringing You the Nationally Recognized Subspecialty Expertise of RIA

www.HealthOneCares.com • www.RIAinvision.com

We understand that YOU HAVE A CHOICE when it comes to your post-acute care. At Northern Colorado Long Term Acute Hospital (NCLTAH) we provide advanced long-term acute care, including critical care for patients who require time to heal from catastrophic or chronic illness or injury. Our 20-bed long-term acute care hospital complements existing hospitals in all of the Northern Colorado area. Some of the exceptional features:

• All private rooms • An 4-bed high observation/critical care unit • State-of-the-art equipment including specialty beds in all patient rooms, cardiac monitoring equipment, and mechanical ventilators for those patients requiring respiratory support • Excellent physical rehabilitation resources including a patient therapy gym, an activities of daily living suite, and a family day room • Fully monitored rooms with equipment alarms to the central nursing station

Daniel Asadi, D.O. Medical Director

• A clinical team of highly trained medical professionals representing a variety of specialty services

To learn more about NCLTAH and our services, visit our website at

NCLTAH.ernesthealth.com 4401A Union Street • Johnstown, CO 80534 • ph: 970.619.3663

More healthcare providers and families choose The Denver Hospice to provide hospice care than any other hospice in your neighborhood.

For information or referrals call (303) 321-2828

www.thedenverhospice.org

broomfieldnursingcenter.com

12975 Sheridan Blvd. Broomfield, CO 80020

303.785.5755

• In-house physician 5 days a week • 30 private suites • 24-hour RN coverage • Certified wound program • PT, OT, ST available 5-7 days a week • Admissions 24 hours a day • 7-day-a-week concierge service • Most Medicare replacement policies accepted • VA contracted facility • On-site assessments completed by liaisons • F/T registered dietician to accommodate specialty diets • Exclusive short-term rehabilitation unit featuring a professional satellite gym • Individualized plan of care that works in tandem with our trained professional staff

If your loved one needs more time to recover, we can help. Our specialized acute care hospitals promote healing and recovery from critical and complex medical and surgical conditions, including: Ventilator weaning Complex respiratory conditions Infectious diseases Complex wound care Heart failure Medically complex conditions

Neurological disorders Post-trauma care Renal disorders Bariatric care Surgical complications

For more information and to make a referral, please call the numbers provided at either of our Denver locations.

denver.selectspecialtyhospitals.com 1719 East 19th Avenue, 5B Denver, CO 80218 Referral Phone: (303) 563-3750

denversouth.selectspecialtyhospitals.com 2525 South Downing Street, 3rd Floor South Denver, CO 80210 Referral Phone: (303) 765-6576

WHAT LOV E LOOK S L IKE ASSISTED LIVING & MEMORY CARE of LITTLETON

Tours Daily 303.972.3030

5344 S Kipling Parkway | MorningStarSeniorLiving.com

We’re Golden We have received The Joint Commission’s Gold Seal of Approval for STROKE Rehabilitation Northern Colorado Rehabilitation Hospital has earned The Joint Commission’s Gold Seal of Approval® for its Stroke Program by demonstrating compliance with The Joint Commission’s national standards for health care quality and safety in disease-specific care. The certification award recognizes NCRH’s dedication to continuous compliance with The Joint Commission’s state-of-the-art standards.

POSTSURGICAL CARE

ON-SITE PHYSICIAN SERVICES*

PHYSICAL THERAPY

OCCUPATIONAL THERAPY

Berkley Manor Care Center Denver | 303-320-4377 Briarwood Health Care Center* Denver | 303-399-0350 Garden Terrace Alzheimer’s Center of Excellence Aurora | 303-750-8418 Hallmark Nursing Center Denver | 303-794-6484 Life Care Center of Aurora* Aurora | 303-751-2000 Life Care Center of Evergreen Evergreen | 303-674-4500

SPEECH THERAPY

SKILLED NURSING

Life Care Center of Littleton* Littleton | 303-795-7300 Life Care Center of Stonegate* Parker | 303-805-2085 Villa Manor Care Center* Lakewood | 303-986-4511 Western Hills Health Care Center Lakewood | 303-232-6881 Life Care Center of Westminster* Westminster | 303-412-9121 *On-site physician services available at select facilities.

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Lost & Found

If you lose any items while in the hospital, please call Security at ext. 8000 for assistance.

Mail/Flower/Gift Delivery

Hospital volunteers are available to deliver mail, flowers and other gift packages to patients in their rooms. Flowers, plants and other gifts are not allowed in critical care areas. Mail received at the hospital following your discharge will be forwarded directly to your home address.

Newspapers

are available. Food and Nutrition Services (FANS) will offer a free copy of the daily local newspaper with your breakfast while supplies last. All newspapers are available through FANS. Daily national and local newspapers also can be purchased at the Gift Gallery.

Notary Public

Notary public services can be coordinated for patients and their families. Please contact the patient concierge at 303-7882313 for assistance arranging an on-site notary.

A limited selection and number of complimentary daily newspapers

Housekeeping Hello from the Housekeeping Department! Dial ext. 2675 from your room phone. We wish to respect your privacy during your stay. In order to better serve you, we would like to offer a variety of room cleaning schedules from which to pick. n Traditional: Three cleanings a day. q Rise and Shine: Remove trash and linen, remove bathroom trash and refresh bathroom supplies. q Midday Clean: Remove trash and linen, room cleaning, remove bathroom trash, bathroom cleaning, refresh bathroom supplies, mop room and bathroom. q Evening Touch Up: Remove trash and linen, remove bathroom trash and refresh bathroom supplies. n Daily Deep Cleaning: You will be asked to indicate what time of day you wish this service to be performed. OR You may choose to have your room cleaned as you feel it needs attention by dialing 2675 from your room phone. A representative from our housekeeping staff will meet with you upon arrival to your room to discuss your personal preference as to how we can serve you during your stay.

About Your Stay continued Nutrition Counseling

For patients on modified or restricted diets, clinical dietitians are available Monday through Saturday for nutritional counseling and consultation. Nutrition consultations are determined by nursing and/or your physician.

Parking

Complimentary valet is located at the hospital main entrance, ED and main entrances of medical office buildings. Vehicles can be retrieved after hours by calling Security at ext. 8000. There are 2-hour visitor lots across Old Hampden from the main entrance. Garage parking is available in the three parking structures. We have color-coded each of our garages to make it easier to locate and identify each parking structure and location. The South Garage – BLUE: Located on Old Hampden, across from the main entrance of the hospital. Visitor parking is available on levels 2, 3 and 4. The East Garage – RED: Located on the corner of Old Hampden and Clarkson, the East Garage has a covered walkway from its second floor onto the fourth floor of the 799 E. Hampden Medical Office Building. Visitor parking is available on level 1. The West Garage – GREEN: Located on Logan and Girard, the West Garage provides convenient access to the Emergency Department, Radiology Department, main operating

rooms and Critical Care Units on the hospital’s third floor. Visitor parking is available on levels B2 and B3.

Patient ID

One of the most important tools we use to ensure patient safety is the identification wrist band you receive at admission. This ID band provides positive identification to all those who serve you and should be worn at all times during your stay. If you notice any incorrect information on your wristband, please notify a nurse, physician or other healthcare provider immediately.

Patient Meals

All in-room meal services are provided at your request by our Room Service Dial ext. 3663 staff. You for Room Service can order your meals any time between 7:00 a.m. and 8:00 p.m. by dialing ext. 3663. Your physician may prescribe a certain diet to help manage your medical condition. If you are on a special diet, some menu items may not be allowed. Your diet information will be provided to the Room Service staff. Meal requests are filled within approximately 45 minutes from the time you place your order. If a test or treatment interferes with your normal mealtime, you will be served at a later time. Guest meals also are available from room service, and vouchers can be purchased in

the cafeteria before placing a room service order. These vouchers will be retrieved at the time a guest meal is delivered to a patientâ&#x20AC;&#x2122;s room.

Patient Privacy Code

To safeguard patient privacy and information, we assign a specific passcode for each patient. This code must be provided for any patient information to be given over the phone, including to family members. In addition, you may request not to release your room or phone number upon admission. Any information regarding your condition will be given only to designated individuals by your physicians or nurses. Please designate one family member or significant other to act as a liaison with the nursing staff.

Personal Belongings and Valuables

Please take care to store fragile personal items such as dentures, eyeglasses and hearing aids, as well as cellphones and other electronic devices carefully within your room as the hospital cannot assume responsibility for the replacement of any personal or valuable items that are lost or damaged. If you do not have specific storage containers for these items, your nurse will be able to provide temporary containers to help keep them safe. Also please take care not to leave any of these items on your bedside table or a meal tray, as they may be lost or damaged. The hospital cannot accept responsibility for personal items or valuables brought to the hospital. If you have these items with you,

please ask a friend or family member to bring them home. If you have lost a personal item, please notify your nurse right away, and we will make every effort to help you find it. If you need to secure valuables during your stay, dial 303-7888000 and our security team will assist you.

Photography/Video

We do not permit photography in patient care areas without prior permission from either a member of the Marketing team or hospital administration. Patients and family members in the Labor & Delivery and Postpartum units may make arrangements with their nurse to take family photographs.

Public Restrooms

For your personal safety and protection, visitors and family members should not use patient restrooms. Use the public restrooms located throughout the hospital. Patient restrooms are often used for clinical purposes and may contain items used for patient care. Nurses can provide exact directions to the nearest public restroom.

Rounding

Physicians check in on patients (also called rounding) throughout the day as their schedules allow. Please use the notepad in your room to write down questions. This list may be helpful when your doctor visits you.

RTD Bus Service

The Regional Transportation District (RTD) offers bus service to

About Your Stay continued and from Swedish each day from a variety of departure points. For specific schedule information, please call 303-299-6000.

Smoking

Swedish strictly prohibits smoking anywhere on our campus, including electronic smoking devices. Patients who smoke are encouraged to ask their caregivers for information about quitting smoking. Physicians also may prescribe medication to assist patients with nicotine dependence while they are in the hospital. Visitors and family members who feel the urge to smoke must leave the medical campus.

Telephone

A bedside telephone is available to patients. To ensure a restful environment for patients, inroom phone hours are limited to the hours of 7:00 a.m. to 10:00 p.m. Patients still may make outgoing calls outside these hours, but incoming calls will not be connected. To place calls within the hospital, dial the four-digit extension only. There is no charge for local calls. To make a local call, dial 9 to access an outside line, then enter the 10-digit phone number.

All long distance calls must be billed to a credit card, calling card or your home telephone. (Calls cannot be charged to the patient room.) Collect calls also are permitted. Dial the hospital operator at 0 for help. Cellphones are permitted in most areas of the hospital. Please respect any restrictions and be courteous to others in the area when placing or receiving calls.

Tests

Rest is a critical part of the healing and recovery process for each patient; however, various tests and procedures also are essential to promote a healthy outcome. While these can be disruptive, they are necessary to monitor and detect changes that could affect your health and recoveryâ&#x20AC;&#x201D; even while you are sleeping. We will make every effort to disturb your rest as little as possible, but understand that these efforts are designed to help protect your health and well-being.

Vending Machines

Snacks also are available to visitors in our vending machines, which are located throughout the hospital. Patients should eat only approved items as determined by your doctor.

Weapons

No weapons of any kind may be brought to the hospital. Swedish is a weapon-free campus. If a visitor arrives with a weapon, the weapon will be surrendered immediately to hospital security and returned when the visitor leaves.

Your Room

Each room is assigned based upon your diagnosis as well as bed availability. We will make every effort to ensure you are comfortable. If you have any

questions or concerns with your bed, TV, room temperature or other equipment in your room, please tell your nurse and he or she will contact the proper department or office to address the situation. Also please be aware that there are times when the hospital may need to move patients to a different room based on changing volumes and varying patient needs. If we need to relocate you, we will make every effort to ensure the transition is as easy and nondisruptive as possible.

Medical Records Obtaining Your Medical Records Thank you for choosing Swedish Medical Center for your medical needs. Please be advised that medical record requests are now completed at our HealthONE centralized release of information center and, therefore, records are no longer available for pickup at the facility.

How do I get my medical records?

Ask your nurse for a Request of Information form, OR you may download the Request of Information form at www.SwedishHospital. com under patient resources, medical records. You may fax the release to the number on the bottom of the form—720-279-6593

You may mail the release to HealthONE Records Center, 4590 Geneva St., Denver, CO 80238

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.

Your request will be processed by the HealthONE Record Center. Records usually are received within seven to 10 business days.

What about radiology images?

Radiology images are separate from your medical record. To obtain copies of your radiology films, please visit the Radiology Department on the third floor of the hospital. Our radiology staff is happy to release the images on CD.

I need my medical record STAT.

Please call our Medical Records/HIM Department at 303-788-4330 and ask to expedite your records request. Hours of operation are Monday through Friday, 8:30 a.m. to 4:30 p.m.

My physician office is asking for my records.

Physician offices may request a patient’s medical record by faxing a request on office letterhead to 720-279-6593. These requests are handled by the HealthONE release of information directly. Calls may be directed to 303-788-6071.

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

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

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.

• 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.

Understanding Your Bill continued Commercial Insurance Providers

If you use a commercial insurance provider, 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. Need Help? Self-Pay Patients and If you don’t understand Payment Arrangements something on your bill, or If you’re planning to pay your bills if you’re having trouble without help from Medicare or a paying your bills, call our commercial insurance provider, financial services line at you’ll get bills directly from the hospital. 1-866-475-1385. A patient representative can work with When the first bill arrives, you and guide you to services call the hospital’s Financial Services that can help. Department to set up a payment plan. 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, 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 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.

Hospital Resources HealthOne Acute Rehab Services

HealthOne Acute Rehab Services provides acute care rehabilitation to aggressively help individuals progress toward 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. Our acute rehabilitation programs specialize in the treatment of posttrauma, 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. We have three convenient locations and 70 beds to meet the HealthOne System acute rehab needs.

Spalding Rehab 900 Potomac St. Aurora, CO 80011 303-363-5146 www.spaldingrehab.com • 40 beds including a Neuro-Rehab Controlled Stim Unit Spalding at Presbyterian St. Lukes 1719 E. 19th Ave. 6B Denver, CO 80218 303-839-6293 www.spaldingrehab.com • 13 beds

In-Room Massage Therapy Service 303-788-9399

Swedish offers a variety of in-room services such as integrative medical consults, massage therapy and other self-pay services. Physician approval is required.

Swedish Acute Rehab 501 E. Hampden Ave. Englewood, CO 80113 303-788-5963 www.swedishhospital.com • 17 beds

Hospital Resources Lodging

Patients, families and guests are encouraged to take advantage of our lodging arrangements. Courtyard by Marriott 7180 W. Hampden Ave. Lakewood, CO 80227 Hotel Direct: 303-985-9696 Reservations: 1-800-320-6471 Ask for the Swedish rate or book online: www.marriott.com/ denlk and insert Q50 under the corporate/promotional code to get the special rate. Courtyard shuttle service to Swedish is available from 7:00 a.m. to 10:00 a.m. and 3:00 p.m. to 7:00 p.m. (Monday through Friday), when you reserve in advance. Residence Inn by Marriott 7050 W. Hampden Ave. Lakewood, CO 80227 Hotel Direct: 303-985-7676 Reservations: 1-800-323-7036 Ask for the Swedish rate or book online: www.marriott.com/ denrk and insert Q50 under the corporate/promotional code to get the special rate. Residence Inn shuttle service to Swedish is available from 7:00 a.m. to 10:00 a.m. and 3:00 p.m. to

7:00 p.m. (Monday through Friday), when you reserve in advance. Marriott Denver Tech Center 4900 S. Syracuse St. Denver, CO 80237 Hotel Direct: 303-779-1100 Reservations: 1-888-611-4134 Ask for the Swedish/Craig rate OR book online: www.marriott. com/dentn and insert Q50 under the corporate/promotion code to get the special rate. DTC Marriott Swedish shuttle services from 7:00 a.m. to 10:00 p.m. are available upon request. TownePlace Suites by Marriott 3699 S. Monaco Pkwy. Denver, CO 80237 Hotel Direct: 303-759-9393 Reservations: 1-800-257-3000 Ask for the Swedish/Craig rate OR book online: www.marriott.com/ dentn and insert Q50 under the corporate/promotion code to get the special rate.

Love What Moves You

Swedish Medical Center is dedicated to motivating and inspiring our

Can We Help? Our doctors and nurses respect and listen to every patient. If you donâ&#x20AC;&#x2122;t feel your concerns are being heard, speak up and weâ&#x20AC;&#x2122;ll make any changes needed to help improve your care.

patients and community to make positive health changes. Love What Moves You builds on our already highly regarded health programs by offering Denver area residents wellness programs and events designed to make good health easier: mind, body and soul, as well as educational materials, including a lifestyle magazine and emails about upcoming health seminars. To become a member, learn more or sign up for a seminar, visit www.LoveWhatMovesYou.com.

Organ Donation

Deciding yes to organ, eye and tissue donation saves and enhances the lives of more than 50,000 Americans every year. For more information on becoming an organ, eye and tissue donor, please refer to www.donatelifecolorado.org.

Pastoral Care and Spiritual Support

To help care for the spiritual needs of patients and their families, Swedish has specifically trained chaplains available for counseling and support. You and your family are welcome to contact a chaplain for a variety of services, including emergency needs. Monday through Friday (7:00 a.m. to 4:00 p.m.): Please call ext. 6232. Monday through Friday (4:00 p.m. to 8:00 p.m.) plus weekends/holidays: Please dial 0 to reach the hospital operator, and ask to be connected to the on-call chaplain. Sunday worship (generally at 11:00 a.m.) and Tuesday and

Thursday prayer services (generally at noon) are held in the hospital chapel on the first floor, next to the main lobby.

Pet Therapy Services

303-788-6560 Swedish participates in the American Humane Association Animal-Assisted Therapy program. To request a pet visit and for more information, please contact Volunteer Services, Monday through Friday from 8:00 a.m. to 4:00 p.m.

Physician Referral Service

To help you find a doctor for you or a family member, we offer an online physician referral tool as well as Physician Referral Line at 1-866-7SWEDISH. To access our online tool, go to www.swedishhospital.com and click “Find a Doctor” at the top of the page. Then follow the directions to use the tool.

Volunteers

303-788-6560 Swedish Medical Center’s Volunteer Service program is the most diverse program in the Denver metro area. Our adult and junior program is yearround and currently consists of 500 active volunteers ranging in age from 14 years and up. They are committed to providing memorable care and exemplary service to our Swedish patients and their families. For more information, please call Volunteer Services Monday through Friday from 8:00 a.m. to 4:00 p.m. To volunteer, apply online under Volunteer Opportunities at www.swedishhospital.com.

Infant Safety Safety Is Our Top Priority At Swedish, we have invested in a number of advanced security measures to ensure the safety of our most vulnerable patients: newborns, infants and pediatric patients. Among these measures, we have installed an electronic security system that provides state-of-the-art RFID protection while still allowing mobility for staff, parents, and other visitors. As part of our overall security program, the electronic infant security system has proven to be an effective deterrent against infant abduction and switching. Most importantly, our security measures allow staff to focus on you and baby, and providing quality, compassionate care. Additionally, Swedish has closed-circuit video cameras that monitor the Family Care Unit and the Pediatric Unit. This system helps restrict public access to infants and child care areas. While we provide a safe environment for our youngest patients and their families, we advise all patients to be vigilant at all times.

Extra Precautions Here are a few additional tips to make sure your family is safe: • Don’t have infants/newborns in your room while showering unless another adult is available to watch the child. • Don’t leave your baby unsupervised for any period of time while in the hospital.

Swedish Campus

Comprehensive and Convenient

In addition to our main hospital building at 501 E. Hampden Ave., in Englewood, our campus includes four medical office buildings. These buildings are home to medical practices, several hospital-related departments and offices, and medical professionals. The convenient location of these resources makes it easy for our patients and their families to access and address all of your medical needs in one centralized location.

Rapid Response Team Special Support to Prevent Emergencies During your stay, you have access to a special service called the Rapid Response Team. 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 Rapid Response Call for help if you notice: n

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

a ny time you are worried something might be wrong a ny change in the patientâ&#x20AC;&#x2122;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 Rapid Response Step 1: Dial 5555 on bedside phone. Step 2: Tell the operator: your name, room number, patientâ&#x20AC;&#x2122;s name and your concern. Step 3: The Rapid Response Team will be sent to your room.

Notes

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Have a question or concern on your mind? Share it with hospital staff. We want to help but canâ&#x20AC;&#x2122;t unless you tell us what you need.

R. Eric Solem Senior Partner

David F. Steinhoff Partner

Peter T. Harris Partner

Lance E. McKinley Partner

A law firm protecting the rights of the elderly, disabled and their families. The firm uses a holistic approach and is committed to finding the best legal solutions for each client.

We specialize in rehabilitation services and long-term care for patients who are recovering from injuries, surgeries, and respiratory, cardiac, and wound care services. We are in network with Medicare, Medicaid, BCBS, UHC, Humana and Innovage insurances. 1/2 Block South of Swedish Medical Center 3575 S. Washington Street â&#x20AC;˘ Englewood, CO 80113

Phone: 303-789-2265 Fax: 303-806-2990

GETTING YOUR MEDICATIONS JUST GOT EASIER. Walgreens Offers Bedside Delivery!

OUR MEDICATIONS JUST GOT EASIER. ffers Bedside Delivery! You concentrate on getting well… Walgreens pharmacy will concentrate on giving you top-quality pharmaceutical care. Located at Swedish Medical Center, we offer you an exceptional level of individualized service—including well… Walgreens pharmacy will concentrate on delivery of medications to your hospital room!*

getting y pharmaceutical care. Located at Swedish Medical Your nurse or case manager can help make the arrangements. If you have an exceptional level ofabout individualized service—including any questions this service, please call Walgreens at 303-524-3750. ns to your hospital room!* Walgreens pharmacy at

Nearest Walgreens Location

Phone: 303-524-3750 Fax: 303-524-3767

Fax: 303-761-2507

manager can help make arrangements. If3080 you S. have Swedish Medicalthe Center Broadway 499please E. Hampden Ave., Suite 150at 303-524-3750. Phone: 303-761-1673 this service, call Walgreens

*Bedside delivery service is exclusively for Swedish Medical Center patients, post discharge.

Nearest Walgreens Location Hours: 3080 S. Broadway Delivery Hours: Monday-Friday., 8 a.m. to 10 p.m. uite 150 Monday through Phone:Friday, 303-761-1673 Saturday, 9 a.m. to 6 p.m. 8 to information 6Fax: p.m.303-761-2507 Sunday, 6 p.m. can fax in your prescriptions with Filla.m. in the requested below and your nurse10ora.m. casetomanager this form directly to delivered our pharmacy. Thank youNo forbedside choosing Walgreens. Medications will be deliveries from this location. within twoHours: hours of request. Name ____________________________________________________ Check One: ¨ Bedside delivery *Bedside delivery service is exclusively Room Number ____________ Date of 8 Birth ___________________ Monday-Friday., a.m. to 10 p.m. Prescription Saturday, Insurance Plan 9 ________________________________ a.m. to 6 p.m.

Sunday, 10the a.m. 6back p.m.of your (Please provide a copy of frontto and prescription insurance card. Ask your nurse or case No bedside deliveries this manager for help if you don’t have a copy from available.)

¨ Pickup at Walgreens located at for Swedish Medical Center patients, Swedish Medical Center post discharge. Have you had a prescription filled at any Walgreens in the past 12 months? Circle one: Yes No

location.Home Address ____________________________________________

Is there a caregiver/family member who you grant permission to assist you with your pharmacy needs? (if applicable)

City, State ______________________________ ZIP ____________

Home or Cell Phone Number_______ - _______ - _____________

Caregiver Name __________________________________________

Email n requested below and your nurse or case manager can fax____________________________________________________ in your prescriptions with Caregiver Phone Number _________- _________- ______________ List Any Drug Allergies ____________________________________ our pharmacy. Thank you for choosing Walgreens. Payment Options: ¨ Cash

¨ Check

¨ Credit Card

Check One: ¨ Bedside delivery ___________________________________ Credit card number _______________________________________ ¨ Pickup at Walgreens located at Exp. date _________________________________________________ ate of Birth ___________________ Swedish Medical Center ________________________________ Have you had a prescription filled at any Walgreens in the past 12 months? Circle one: Yes No of the front and back of your card. Ask your nurse or case Home Address ____________________________________________ don’t have a copy available.) City, State ______________________________ ZIP ____________ y member who you grant permission CP11510_Swedish_Str12805_FF.indd 1 3/22/2010 or Cell Phone Number _____________ CONFIDENTIAL HEALTH INFORMATION: Healthcare information Home is personal information related to a person’s healthcare. It _______ is being faxed to -you_______ after appropriate-authorization or under harmacy needs? (if applicable) circumstances that don’t require authorization. You are obligated to maintain it in a safe, secure and confidential manner. Redisclosure of this information is prohibited unless permitted by law or

9:23:10 AM

appropriate customer/patient authorization is obtained. Unauthorized redisclosure or failure to maintain confidentiality could subject you to penalties described in federal and state laws.

___________________________________ IMPORTANT WARNING: This message is intended for the use of the person or entity to whom it is addressed and may contain information that is privileged and confidential, the disclosure of which is Email ____________________________________________________ governed by applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering it to the intended recipient, you are hereby notified that any

distribution or copying of this information is STRICTLY PROHIBITED. If you have received this message in error, please notify us immediately. _________- dissemination, _______________________ List Any Drug Allergies ____________________________________

Check

¨ Credit Card

___________________________________

Healthcare information is personal information related to a person’s healthcare. It is being faxed to you after appropriate authorization or under orization. You are obligated to maintain it in a safe, secure and confidential manner. Redisclosure of this information is prohibited unless permitted by law or ation is obtained. Unauthorized redisclosure or failure to maintain confidentiality could subject you to penalties described in federal and state laws.