FL_FloridaMedicalCenter by Patient Point

FLORIDA MEDICAL CENTER

a campus of North Shore

256-Slice CT

Hybrid OR

Fort www.FloridaMedCtr.com

DaVinci Surgical Robot

GET BACK TO LIVING. When surgery or hospitalization gets you down, we offer specialized rehabilitation programs. We focus on orthopedic, cardiac, neurological and respiratory conditions. Our goal is a safe transition between the hospital and home. Post-Hospital Inpatient Skilled Care Physical, Occupational and Speech Therapies Comprehensive Orthopedic Program Extensive Wound Care Capabilities On-Site Established Attending and Consulting Physicians

954.485.6144

4300 Rock Island Rd. Lauderhill, FL 33319 LCCA.COM

38624

Joint Commission accredited

Helping patients recover from a medical condition, surgery or injury is our goal! Our subacute rehabilitation team specializes in:

Continuum of Care Subacute Rehabilitation Long-Term Care • Hospice Respite Services

In-House Dialysis Physical, Occupational, and Speech Therapy Cardiac and Orthopedic Recovery Stroke and Neurological Conditions Post-Surgery Recovery Wound Care Skilled Nursing Care

7901 N. Pine Island Rd (NW 88 Ave.), Tamarac, FL 33321 954.722.9330 www.tamaracrehab.com admissions@tamaracrehab.com

OUTPATIENT SERVICES • Physical, Occupational & Speech Therapy • Wound Healing Institute • Interventional Pain Center • Diabetes Education • Hyperbaric Therapy

4850 W. Oakland Park Blvd., Suite 100 Ft. Lauderdale, FL 33313 P. 954.730.2789 F. 954.730.2788

Gentler Care Nursing Services Home Care (Medical/Non-Medical) Personal Care (Bathing/Bathroom Assistance) n Companion Services/Sitter n Live-In Home Care/Hourly Care n Meal Preparation n Visiting Private Duty Nursing n Transportation, Non-Medical (Shopping, Errands, Doctor’s Appointments) n n

License# NR30211459

(954) 642-7237

Only those who care for others know what it’s really like to care for others. That’s why AARP created a community with experts and other caregivers to help us better care for ourselves and for the ones we love.

aarp.org/caregiving or call

1-877-333-5885 ®

PATIENT INFORMATION GUIDE

Table of Contents Welcome Message from The Executive Team...................................2 Welcome to Our Facility........................................................................3 Care Philosophy.....................................................................................5 Admitting Process..................................................................................8 Patient Rights.........................................................................................10 Patient Responsibilities........................................................................12 Infection Prevention.............................................................................14 During Your Hospital Stay...................................................................15 Information for Visitors........................................................................21 Discharge................................................................................................24 Customer Service and Post-Discharge Survey................................24 The Joint Commission..........................................................................25 Billing Information................................................................................26 Department Extensions........................................................................29 Notes........................................................................................................30

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PATIENT INFORMATION GUIDE Dear Patient: We would like to take this opportunity to welcome you and thank you for visiting Florida Medical Center—a campus of North Shore. For over 40 years, Florida Medical Center has served the South Florida Community, offering high-quality healthcare while promoting health and healing. From performing the first open heart surgery in Broward County in 1974 to launching the Aortic Disease Institute, The Heart Institute of Florida at Florida Medical Center prides itself on a long legacy of cardiac care excellence. In addition, our hospital is a designated Comprehensive Stroke Center – which allows us to provide a higher level of stroke care for our patients. We also are recognized as a Center of Excellence for Bariatric Surgery at our Surgical Weight Loss Center. We offer an array of comprehensive services including cardiovascular medicine and surgery, orthopedics and spine, neurosciences and interventional neurology, imaging and diagnostics, rehabilitation, outpatient surgery, and radiation oncology. We are committed to providing our patients with the best quality care possible and treating our patients with the dignity and respect they deserve. It is our mission to promote health and healing, working collaboratively with our physicians, employees and community to deliver personalized, quality care. We are proud to participate in the American Heart Association’s Get with the Guideline’s ratings program and the American Heart Association’s Go Red for Women campaign to increase education regarding heart disease and stroke. We also are the proud recipient of quality awards from trusted organizations such as the Florida Agency for Health Care Administration (AHCA), Healthgrades and the Leapfrog Group. We invite you to learn more about these designations by visiting www.FloridaMedCtr.com. We will continue to enhance our services and community outreach efforts. We hope you will join us for our complimentary community events and educational seminars throughout the year. For information on these offerings, please feel free to call us at 1-866-498-LIFE (5433) or visit www.FloridaMedCtr.com. We appreciate the opportunity and consider it a privilege to serve you. On behalf of our expert clinical staff, employees and physicians, thank you for choosing Florida Medical Center for your healthcare needs. In good health, The Executive Team at Florida Medical Center

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PATIENT INFORMATION GUIDE

Welcome To Our Facility About Us… Florida Medical Center, a campus of North Shore, is a 459bed acute care facility located in the heart of Broward County. With more than 850 employees, Florida Medical Center serves residents from Lauderdale Lakes, Lauderhill, Plantation, Wilton Manors, Oakland Park, Ft. Lauderdale, Tamarac, Sunrise and the surrounding communities, as well as international patients from the Caribbean, South America and Canada. Florida Medical Center is fully accredited by The Joint Commission. In addition to our accreditation, Florida Medical Center is licensed by the State of Florida Agency for Healthcare Administration* and is a member of the American Hospital Association. *Agency for Healthcare Administration (AHCA): AHCA is committed to providing the best quality service to the citizens of Florida. To file a complaint against a healthcare facility, report Medicaid fraud, obtain information about AHCA or request a publication, call 888-419-3456. Awards and Accolades:

• Accredited Chest Pain Center with PCI, Society of Chest Pain Centers

• Comprehensive Stroke Center, Florida Agency for Health Care Administration (AHCA)

Please visit www.FloridaMedCtr.com for more information on our quality awards from trusted organizations including the American Heart/Stroke Association, Healthgrades and the Leapfrog Group.

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PATIENT INFORMATION GUIDE Medical and Surgical Services Florida Medical Center is proud to offer medical and surgical specialties among the most advanced and comprehensive in South Florida. These include: • 24-Hour Emergency Department with Senior ER • Anesthesia • Aortic Disease Institute of Florida • Bloodless Conservation Program* • Cardiac Catheterization Laboratory • Cardiology/Interventional Cardiology • Cardiovascular Surgery/ Cardiothoracic Surgery • Chest Pain Center with PCI • Colon and Rectal Surgery • Comprehensive Stroke Center • Diabetes Education Center • Emergency Care Center at Davie • Endocrinology • Gastroenterology • General Surgery • Gynecology • Hematology • The Heart Institute of Florida

• Imaging/Diagnostic Services • Internal Medicine • Nephrology • Neurology/Neurosurgery • Oncology • Ophthalmology • Orthopedics • Otolaryngology • Outpatient Services • Pain Management • Plastic Surgery • Podiatry • Psychiatric Services • Pulmonary Medicine • Radiology • Rehabilitation Services • Robotic Surgery • Senior Care Unit • Sleep Disorders Program • Surgical Weight Loss Center • Urology • Vascular Surgery • Women’s Services • Wound Healing Institute

* “Bloodless conservation” means medical or surgical treatment without the use of banked (stored) allogeneic blood or primary blood components. Blood loss often occurs during surgery. A bloodless program endeavors to minimize blood loss by utilizing special blood conservation methods. www.FloridaMedCtr.com • page 4

PATIENT INFORMATION GUIDE Florida Medical Center values the provision of quality and patientcentered care that includes the family and/or significant other while providing a safe and pleasant environment where the patient is treated with respect and compassion. A patient’s condition and sensitive information is held in confidence. We believe that the best care can be given in an environment of mutual respect. The patient, family and/or significant other are encouraged to be involved in decision-making processes regarding all aspects of the patient’s care. We welcome all suggestions regarding provisions of services. If you, your family, spouse or significant other has a question, compliment, concern or suggestion to improve services, we encourage you to discuss the situation with your physician or the nurse director. Please note that each patient care unit has a director who is responsible for the operation of that area. If your caregiver cannot assist you, please feel free to ask to speak to the unit director or the charge nurse.

Mission Statement Our mission at Florida Medical Center is to align all employees, medical staff and hospital leadership to engage in collaborative patient-centered care by focusing on best practices to produce the optimal patient experience.

Care Philosophy Florida Medical Center is committed to providing a safe environment during your stay. Our staff continually receives training to ensure your safety while you are a patient in the hospital. However, you can ensure a safe experience by being involved in and informed about your treatment and care. We are here to answer your questions and address your concerns about patient safety. Please ask questions – it makes patient care safer for everyone. The following are things you can do to stay on top of your own healthcare: 1. Be an informed patient:

• L earn all that you can about your illness or condition. • M ake sure you understand the care and treatment you will be receiving – ask questions. www.FloridaMedCtr.com • page 5

PATIENT INFORMATION GUIDE • I f you are not fully able to participate in your care, urge a family member or friend to help you ask questions, receive instructions and make suggestions. 2. Know your medical history:

• Write down your medical history, including any medical conditions, illnesses, past hospital stays, all medications (as well as herbal and dietary supplements) you are taking and any allergies to food or drugs you may have. • Have this information available. 3. Facts about your medications:

• K now what medications you are taking and why you are taking them.

e aware of the fact that your nurses or other healthcare • B providers are required to check your armband and ask your name before giving you any medications or treatments. now when you are supposed to receive your medicine. Call • K attention to your nurse or physician if this doesn’t happen. 4. Preventing Infections – the best way to prevent infection is to: • WASH YOUR HANDS before meals and after using the bathroom, sneezing or coughing.

ou are an important part of the healthcare team, so don’t be • Y afraid to remind physicians, nurses and other caregivers to wash their hands. 5. Understand your surgery:

• I f you are having surgery, make certain that you know who will be performing it, what they will be doing and how you should expect to feel afterward.

alk with your surgeon or members of the surgical team if you • T have questions about your care. • Verify, when appropriate, the correct site is marked. 6. Be an involved patient – Be a part of the healthcare team: • Follow the treatment plan agreed on by you, your physician and the healthcare team.

• Talk with the healthcare team if you have any concerns. www.FloridaMedCtr.com • page 6

PATIENT INFORMATION GUIDE • If something doesn’t seem right with your medicines or treatments, tell your nurse, physician or other healthcare provider.

Fall Precautions Our staff is committed to fall prevention and patient safety. All patients are assessed for fall risk upon admission and throughout their stay. If you are deemed to be at a high risk for falls, fall prevention actions will be implemented. We still need your help in addition to these actions! Here’s what you can do to assist us: • Y our caregiver will explain how to locate and operate your call bell and phone system. Ask questions if you need further explanation. • W hen you need to get out of bed, use your call bell or phone to call for assistance. Please don’t get up without staff help. It may take a few extra minutes, but it is well worth it. Be sure to call before you fall. • I f you feel weak or dizzy, let your nurse or caregiver know right away. • W hen you are in the bathroom and are ready to go back to your bed or chair, use the call bell provided in the bathroom. Don’t think you can do it yourself – call for assistance. Be sure to call before you fall. Primary care takers from home are welcome to assist with their loved ones, care. • I f you have any questions about your fall precautions, your care or anything else, ask your caregivers.

Electrical Safety Battery-powered appliances may be used. All devices with electrical cords are prohibited, including hair dryers, curling irons, razors, radios, etc. If oxygen is being used, hospital staff must evaluate and possibly limit the use of battery-operated equipment.

Smoking Policy Florida Medical Center is a smoking- and tobacco-free facility. www.FloridaMedCtr.com • page 7

PATIENT INFORMATION GUIDE Cigarettes, cigars, electronic cigarettes, vapor devices and chewing tobacco are not allowed within the facility or on hospital grounds, including the medical mall, medical buildings and parking lots.

Communication Any patients requiring special communication accommodations such as auxiliary aids, sign-language or interpreter services should advise their nurse. Special accommodations will be made.

Medications Medications prescribed by your physician will be administered by your nurse. We recommend that patients bring a complete list of their medications including name, strength and frequency, but leave their prescriptions at home.

Fire and Disaster Drills Periodically the hospital conducts drills as part of its disaster plan. If the alarm sounds, please remain calm and stay where you are unless informed otherwise by hospital staff.

Hurricane Preparedness Florida Medical Center is not an emergency shelter. A listing of area shelters and hurricane preparedness information is available at the Information Desk or the Emergency Department.

Admitting Process Pre-Admission Testing The pre-admission testing staff coordinates preliminary tests ordered by your physician. The tests may include urine specimen, blood specimen, EKG and chest X-ray if ordered by your physician. If you are having surgery, you will be meeting with an anesthesiologist during the pre-admission visit.

Consent Forms You will be asked to sign several consent forms upon admission to the hospital, including: • C onditions of Services – This is the Florida Medical Center General Consent Form. This form also covers insurance assignment of benefits to the hospital and financial obligations. www.FloridaMedCtr.com • page 8

PATIENT INFORMATION GUIDE • N otice of Privacy Practices (NPP) – This is provided to all patients and identifies: (1) how medical information about you may be used or disclosed; (2) your rights to access your medical information, amend your medical information, request an accounting of disclosures of your medical information and request additional restrictions on our uses and disclosures of that information; (3) your right to complain if you believe your privacy rights have been violated; and (4) our responsibilities for maintaining the privacy of your medical information.

Admission It is important that you understand the documents required for admission. Please ask for clarification if there is anything you do not understand. At the time of admission, Patient Access will discuss your financial responsibility. If you desire a private room and one is available, advance payment will be requested. It is important to us that you understand your insurance company’s requirements for you to receive services. A patient access representative will explain your financial and insurance matters. If you have questions, ask any Patient Access Department team member.

Advance Directives/Living Wills You have the right to make decisions about your own medical treatment. These decisions become more difficult if, due to illness or a change in mental condition, you are unable to tell your doctor and loved ones what kind of healthcare treatments you want. That is why it is important for you to make your wishes known in advance. Advance directives will be provided upon request at admission. You may provide us with your own document, complete a standard document, or choose not to have this document included in your medical record.

Organ Donation Patients and families are asked their wishes regarding organ donor status upon admission. Please inform your family of your wishes. If you have any questions about your donor status, please speak to your OPO representative.

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PATIENT INFORMATION GUIDE

Patient Rights and Responsibilities As a patient, you have the right to respectful and considerate care. In addition, there are specific rights and responsibilities you have during your stay to promote effective patient care and greater patient satisfaction.

You have the right to: • B e treated with courtesy and respect, with appreciation of your individual dignity and protection of your need for privacy. • Prompt and reasonable response to questions and requests. • K now the identity and professional status of the individuals providing your medical services and care. • K now what patient support services are available, including whether an interpreter is available if you do not speak English, experience hearing difficulties, or an individual with a disability. • Know what rules and regulations apply to your conduct as a patient. • C are that includes consideration of the psychosocial, spiritual and cultural variable that may influence your illness. • B e provided with information about advance directives, living wills, or durable powers of attorney for healthcare decision making, as well as other healthcare decision-making options. • B e given information by your healthcare provider about diagnosis, planned course of treatment, alternatives, risks, benefits and prognosis to enable you to make treatment decisions. • A ccept or refuse medical care or treatment, except as otherwise provided by law, to be informed of the medical consequences of such refusal; if you refuse, the hospital may end its relationship with you after reasonable notice. • B e given, upon request full information and necessary counseling on the availability of known financial resources for your care. • K now, upon request, and in advance of treatment, whether or not your healthcare provider or healthcare facility accepts Medicare. www.FloridaMedCtr.com • page 10

PATIENT INFORMATION GUIDE • R eceive, upon request and prior to treatment, an estimate of charges of medical care. Such estimates shall not preclude the healthcare or healthcare facility from exceeding the estimate or assessing additional charges based upon changes in your condition or services that may be needed. • R eceive a copy of a reasonably clear and understandable itemized bill and, upon request, to have charges explained. • I mpartial access to medical treatment or accommodations regardless of race, gender, national or ethnic origin, religion, sexual orientation, physical or mental impairment or source of payment. • T reatment for any emergency medical condition that will deteriorate from failure to provide treatment. • K now if medical treatment is for purposes of experimental research, and to give your consent or refusal to participate in such experimental research. • C ontact our Patient Experience Navigator at extension 2888 or extension 7728 if you wish to express a concern/grievance or should you have any questions about how to file a complaint to management. Your right to register a complaint will not result in any type of retribution now or in the future. • E xpress grievances regarding any violation of your rights, as stated in Florida law, through the grievance procedure of your healthcare provider or healthcare facility that served you, and to the appropriate state licensing agency. • You have the right to file a formal grievance with the following agency: • Agency for Health Care Administration Consumer Assistance Unit 2727 Mahan Dr., Bldg. 1, Mailstop #27 Tallahassee, FL 32308 1-888-419-3456

• The Florida Abuse Hotline 1-800-96-ABUSE

• Expect reasonable safety with regard to Tenet Healthcare practices and its environment. www.FloridaMedCtr.com • page 11

PATIENT INFORMATION GUIDE • R eport actual or suspected abuse or neglect to administration, and expect to receive a quick and reasonable response. An organizational system for the consideration of ethical issues concerning your care, and to be included in the ethical decisions regarding your care.

Patient Responsibilities • 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 provider. • I nforming your healthcare providers whether or not you understand the plan of care and what is expected of you. • F ollowing the treatment plan recommended by your healthcare providers. • H elping facilitate the safe delivery of care by reporting any perceived risks in your care. • K eeping appointments and, if you cannot, notifying the proper person. • K nowing the consequences of your own actions if you refuse treatment or do not follow the healthcare providers’ instructions. • B eing considerate of the rights of other patients and hospital personnel and to follow hospital policy and regulations regarding care and conduct. • F ulfilling your financial obligations to the hospital as promptly as possible.

Health Information Rights Health insurers and providers who are required to follow this law must comply with your right to: • Review and receive a copy of your health records. • Have corrections added to your health information. www.FloridaMedCtr.com • page 12

PATIENT INFORMATION GUIDE • R eceive a notice that explains how your health information will be used and shared. • G ive your permission before your health information can be used for certain purposes such as marketing. • G ive a report on why your health information was shared for certain purposes. • File a complaint. To make sure your health information is protected in a way that does not interfere with your healthcare, your information can be used or shared: • For your treatment and care coordination. • T o pay doctors and hospitals for your healthcare and help run their business. • W ith your family, relatives, friends, or others you identify who are involved with your healthcare or your healthcare bills, unless you object. • To make sure doctors give good care. • T o protect the public’s health, such as by reporting when the flu is in your area. • T o make required reports to the police, such as reporting gunshot wounds.

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PATIENT INFORMATION GUIDE

Infection Prevention Preventing the spread of infection is everyone’s job. Here at Florida Medical Center, we have several infection control measures to keep staff, patients and visitors safe and healthy.

Isolation Measures for Hospital Patients These measures are intended to ensure that the bacteria or other microorganisms found on you do not spread to other patients, hospital workers or visitors. Isolation measures also may be taken when there is a possibility that you or your family member may have an infectious disease or could be carrying an infectious microorganism. The spread of microorganisms can occur through hand contact or can be airborne, for instance, by coughing or sneezing. The isolation measures are intended to prevent the spread from taking place.

Hand Hygiene This is the best way to prevent the spread of infection. Wash your hands often while caring for yourself or your family, even at home. The CDC recommends scrubbing for 30 seconds with warm water and soap, or using a waterless hand sanitizer before and after the following tasks: • Toileting • Preparing and/or eating meals • Caring for wounds or dressings • Changing diapers All healthcare providers must wash their hands before caring for the patient. At Florida Medical Center, we have an “IT’S OK TO ASK” policy, and patients are encouraged to ask if staff has washed his or her hands prior to caring for them.

Visiting Family and Friends in the Hospital • Please stay home and do not visit if you have a fever or cough. • If you are ill and must visit, please ask for a mask. • Always cover your mouth when you cough. • Use a tissue or your sleeve when you cough or sneeze. www.FloridaMedCtr.com • page 14

PATIENT INFORMATION GUIDE • Please place tissues in a waste basket. • A lways wash your hands after coughing or sneezing – your health is in your clean hands.

Upon Discharge Maintain proper hand hygiene. Follow your physician’s instructions on all prescribed medications, including antibiotics. After any surgical procedure, observe the area for signs of infection. These include increased redness or swelling, pus drainage, increased pain, fever or chills. Contact your physician promptly if you think your wound is infected. To contact the Infection Control Department, call ext. 4040 or 4039.

During Your Hospital Stay The goal of your healthcare team is to help make your stay as comfortable as possible. Here are some suggestions of items you may need during your time with us. • Your health insurance card and, if applicable, all insurance forms, paperwork and pre-authorizations • V alid photo identification: driver’s license, state identification or passport (you will be identified by your legal name rather than different versions or nicknames) • Advance directive/living will documents if you have them • A list of medications you are currently taking, including dosage • Personal hygiene items • Clothing: robe, nonskid footwear, etc.

Preparing for Your Hospital Stay When you arrive at Florida Medical Center, a registration guest representative will help you with verification of your insurance coverage and other necessary paperwork that must be completed before you are admitted. Pre-registration also is available for any surgical and central scheduled procedures to enhance your registration process.

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PATIENT INFORMATION GUIDE Valuables/Personal Belongings Florida Medical Center cannot accept responsibility for any valuables, money or personal belongings in your room brought by you to the hospital before a procedure. Please give medications and other medical devices (including contact lenses and glasses), credit cards, wallets, jewelry and money to a family member or friend to take home for safekeeping. If you are unable to send your valuables or personal belongings home, your property will be inventoried by members of the healthcare team and can be secured in the hospital’s safe by the Security Department until you are discharged. Florida Medical Center is not responsible for lost or stolen property should you refuse the option of securing your property in the hospital’s safe during your stay at the facility. To assist in keeping track of hearing aids and dentures, we provide plastic storage cups. Please keep these cups on your bedside table or drawer to ensure they don’t get lost or damaged. Please do not leave any of these items on your food tray or in the bed. Florida Medical Center cannot assume responsibilities for these and other valuables.

Safety and Comfort To make your stay as comfortable as possible, your room is furnished with a TV, bed control and nurse call buttons. The nurse call buttons ring at the nurses’ station and may be answered by intercom. When your call is answered verbally, you can be heard clearly by speaking in a normal tone of voice from any section of your room. There is also a call system located in your bathroom. Do not hesitate to call for assistance whenever you feel it is necessary or if you have been instructed not to get out of bed without assistance.

Bed Your hospital bed is electronically controlled for your convenience and comfort. You can lower the head and foot of your bed by using the bed controls. Bed rails are placed on every bed for your safety. Please request assistance if needed when getting in and out of bed.

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PATIENT INFORMATION GUIDE Your Meals Our staff of nutrition professionals will plan your meals according to the diet order prescribed by your physician and your personal tastes. Our registered dietitians are available for consultation. Should you need to speak with someone from Food and Nutrition Services, please dial ext. 4067. Special meals, such as Kosher or vegetarian dishes, are available upon request. Guest trays may be ordered for a nominal fee. Cafeteria hours are as follows: Breakfast:

6:30 a.m. — 10:00 a.m.

Lunch:

11:00 a.m. — 3:00 p.m.

Dinner:

4:00 p.m. — 7:00 p.m.

Branches Gift Shop The Branches Gift Shop is located in the main lobby of the hospital and is a boutique retail experience with a unique and distinctive presence. Our focus is to offer items and services that are important to our patients and family members. Branches is a convenient place to pick up whatever you need from a forgotten toothbrush to a soft plush toy and comfortable slippers. Our gift shop carries brand names, everyday items and Branches exclusive products like lotions and nail files. Branches also includes a full-service coffee shop that brings convenience into one central location, offering beverages, food and gift items. Branches hours are as follows: Monday-Friday: 7:30 a.m. - 7:30 p.m. Saturday: 8:00 a.m. - 6:00 p.m. Sunday: 8:00 a.m. - 4:30 p.m.

Television For your entertainment and information, a television set is available in each patient room. Your television service is provided at no cost.

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PATIENT INFORMATION GUIDE Telephone Information Patient rooms can be dialed directly from 8:00 a.m. to 9:00 p.m. However, the line will ring busy from 9:01 p.m. to 7:59 a.m. To dial a patient room, you must first know the patient room number and whether the patient is in bed A by the door (1) or in bed B by the window (2). When the voice message asks for an extension, dial the prefix 1 or 2 and the room number (example: patient is in room 212 by the door, dial 954735-6000, ext. 1212). If the patient is in a private room, use bed B (2). Patient telephones in the critical care areas are available upon request.

External Calls Local calls: Dial 9 + area code and the local number. Long distance calls: Dial 5 + 0 and an operator will assist you. Please be advised, you cannot bill any calls back to your room, so please have a calling card or credit card available.You also may place a collect call.

Wireless Internet Florida Medical Center offers complimentary wireless connectivity throughout the facility.

Telephone Maintenance Please dial 0 for the operator to report any problems.

Special Circumstances If you do not want to receive phone calls, please dial 0 and ask to have your phone calls blocked until further notice.

TDD (Telecommunications Device for the Deaf) Florida Medical Center offers the Telecommunications Device for the Deaf (TDD) service free of charge for speech and hearing impaired patients. The TDD service is available to aid in telephone communications. Please contact your nurse for assistance.

Auxiliary Aids and Services Florida Medical Center recognizes its legal obligations to ensure effective communication with persons who are deaf, hard of hearing or visually impaired. Florida Medical Center is committed to proactively assessing communication needs as well as providing the highest quality of services to all who use them. Qualified sign language www.FloridaMedCtr.com â&#x20AC;˘ page 18

PATIENT INFORMATION GUIDE interpreters and/or other auxiliary aids and services are necessary to provide equal access to hospital services for deaf and hard-of-hearing individuals as well as individuals who are visually impaired.

The Americans with Disabilities Act Compliance with The Americans with Disabilities Act is important to us. We ask for your help to ensure that our programs, services and activities are accessible to people with disabilities. In visiting our facility, if you observe a barrier that prevents the full participation of people with disabilities, please let us know by contacting Administration at ext. 2807.

Patient Education Florida Medical Center understands that its patients and families require access to information regarding illnesses and general healthcare practices. The changes and adjustments caused by sickness can be difficult for you and your family. To aid you in preparing to deal with these experiences, we have educational resources available. These resources include educational programs, group classes and support groups in many areas. Please ask your nurse for further assistance.

Physicians Your attending physician is responsible for the coordination of your care. A consulting physician may be involved with a specific aspect of your care as well. To reach your physician, please contact your nurse. Family members may call the physician’s office directly. Please note that the hospital’s operators may not page physicians for patients.

Your Treatment As a partner in your care, express your concerns. You have a right to know about your treatment. • Tell your doctor or nurse if something doesn’t seem right. • A sk your caregiver about safety. Florida Medical Center has put many measures in place to provide a safe experience for you. • Feel free to discuss any concerns you have about the treatment you’re being provided. • We encourage you to ask questions in order to verify the correct treatment is being provided. www.FloridaMedCtr.com • page 19

PATIENT INFORMATION GUIDE • I f you have any special communication needs, just let your caregiver know. • Know what’s happening each step of the way. • A sk your caregiver about the purpose of the medication or treatment you’re about to receive. • Don’t hesitate to ask about a medication if you don’t recognize it. • H ave a designated family member or friend support you and, when needed, communicate your questions and preferences. • M ake sure your caregivers check your wristband before you receive any treatment or medication by confirming your name and date of birth.

Preferences for Care • Y ou’ll have an opportunity to express your wishes concerning resuscitation and life support. • Y ou and your doctor should agree on what will be done during each step of your care. • K now who will be taking care of you, how long the treatment will last and how you should feel during and after the treatment. • R eview consents for treatment before you sign them and make sure you understand exactly what you are agreeing to. • U nderstand what your options are. Ask your doctor about the potential risks, benefits and alternatives of any test, medication or treatment. • Be sure to communicate your medical history to your caregivers including any allergies, other existing medical conditions or medications you are taking (including herbal medications, home remedies and vitamins).

Understanding the Diagnosis Expect to receive education about your diagnosis, your treatment plan and any tests you are undergoing. • A sk questions about your condition and learn as much as you can. Your doctor and nurse are the best sources for information. www.FloridaMedCtr.com • page 20

PATIENT INFORMATION GUIDE You also may research background information at the library and respected medical websites, but be sure to ask your doctor or nurse about how this information relates to your care. • A sk your doctor or nurse to explain any medical terms you don’t understand. • F eel free to ask your caregiver about how the equipment being used in your care monitors your safety. • Ask about the purpose, potential side effects and/or interactions of any medication you receive. • Y our caregivers will provide you with instructions to follow once you leave the hospital. These instructions should be provided in writing. Make sure you understand the instructions before you leave the hospital.

Before You Leave • A sk your caregiver about follow-up care and make sure you understand the instructions. • F lorida Medical Center cares about your experience with us – take the time to let us know – on the phone, in person or in writing.

Information for Visitors Visitors Florida Medical Center cares about your recovery and recognizes that visits from relatives and friends can play an important part in your recovery. However, if you do not wish to have visitors during your stay, please inform your nurse. We will respect your wishes. We also recognize that rest is an important part of the healing process. We encourage a quiet time for our patients in the midafternoon daily and then from 10:00 p.m. till 7:00 a.m. • A ll visitors should enter the hospital through the main lobby, located at the north entrance. • V isitors will receive an ID badge that must be worn while in the hospital. • S moking by patients and visitors is not permitted within the hospital or anywhere else on the hospital campus. www.FloridaMedCtr.com • page 21

PATIENT INFORMATION GUIDE • Y our visitors may be asked to leave your room when members of your healthcare team are administering care to you. This is to help protect your privacy. • Reception/waiting areas are available on each floor. • V isitors should check with the patient’s nurse before bringing food to the hospital. • D uring a state of emergency, such as a hurricane, visitation will be suspended until the emergency is cleared.

Visiting Hours Visiting hours are open (24 hours) for all clinical inpatient areas within the hospital. In order to ensure patient confidentiality while promoting optimal rest and healing, we ask you to limit the number of visitors to two at one time, especially between 10:00 p.m. and 7:00 a.m. Specialty areas may have specific visiting hours or restrictions. This information may be found at the entrance of such units. The hospital allows a family member, friend, or other individual to be present with the patient for emotional support during the course of stay. Overnight visitors must be age 18 or older. The hospital allows for the presence of a support individual of the patient’s choice, unless the individual’s presence infringes on others’ rights, safety, or is medically or therapeutically contraindicated. The individual may or may not be the patient’s surrogate decision maker or legally authorized representative. All patients may request a need to restrict and/or limit visitors. When this occurs, a sign will be placed outside of the patient’s room and the operator will be notified of call restrictions when applicable. The information desk also will be notified of any restriction. Significant others have access to the nurse caring for the patient and the phone number of the nursing station where the patient is located. Families are reminded to attempt to have one family member to act as the representative for the family. This will limit the number of interruptions in the unit and will allow the staff to be at the bedside as much as possible.

www.FloridaMedCtr.com • page 22

PATIENT INFORMATION GUIDE Critical Care Units Critical Care Units are flexible with visiting hours to meet the needs of the patient and family, and, therefore, visitation can occur at any time of the day/night but is limited to two visitors at a time. The units include: CCU, Neuro ICU, Renal Medical/Surgical ICU and CVICU. All Behavioral Health Units (4th Floor) Monday — Friday: 6:00 p.m. — 7:00 p.m. Saturday, Sunday and Holidays: 1:00 p.m. — 2:00 p.m. 6:00 p.m. — 7:00 p.m.

Surgical Waiting Room If you are having surgery, your family and friends are requested to wait in the surgical reception room located in the main lobby.

Cafeteria A full-service cafeteria is located on the first floor of the main hospital. The cafeteria is open every day during the following hours: Breakfast:

6:30 a.m. — 10:00 a.m.

Lunch:

11:00 a.m. — 3:00 p.m.

Dinner:

4:00 p.m. — 7:00 p.m.

Vending machines are found in various locations throughout the hospital, and if you encounter any problem with a vending machine, please visit the cashier in the cafeteria.

Becoming a Volunteer Florida Medical Center’s volunteers serve patients and families as a complement to hospital services and programs. Volunteers receive special training, which enables them to function as part of your healthcare team. Anyone interested in volunteering should contact Volunteer Services at 954-735-6000.

www.FloridaMedCtr.com • page 23

PATIENT INFORMATION GUIDE Mail Delivery Mail delivery service is available Monday through Friday. Mail will not be forwarded upon a patient’s discharge. Cards may be purchased in the Branches Gift Shop in the main lobby.

Flowers Flowers may be sent to all patient rooms except the Critical Care Units and to patients who are in protective (neutropenic) precautions.

Discharge Florida Medical Center’s targeted discharge time is between 11:00 a.m. and 2:00 p.m. Discharge planning begins at the time of admission so that, if needed, we may assist you and your family in helping to design a plan to continue your care after you leave the hospital. You may be visited by a case manager or social worker that will assist you with your discharge needs. These needs include home care, equipment and medical supplies, and transfer to a rehabilitation hospital, skilled nursing or assisted living facility. Please note that we do not provide transportation to or from the hospital. If you need assistance, please call Case Management at ext. 4314 or ask your nurse.

Health Information Management Department If you require a copy of your medical records, please obtain a Release of Information Form from the Health Information Department. Please allow approximately three business days to complete your request.

Customer Service and Post-Discharge Survey Florida Medical Center strives to cultivate an environment of genuine healthcare. Our team is passionate about exceeding the needs of our guests through our commitment to quality. We welcome your comments regarding our care and services. Should you have any concerns, suggestions or compliments, we encourage you to phone our Administration Department at ext. 2807. www.FloridaMedCtr.com • page 24

PATIENT INFORMATION GUIDE At Florida Medical Center, our priority is your well-being. We aim to reach 100 percent customer satisfaction. Please note that after discharge from our facility, an independent customer satisfaction rating company may contact you to inquire about your stay at Florida Medical Center. We ask that you partake in this survey as it ensures that we are provided with updated and valuable information about our services. We rely on your perception to improve and further be able to meet and exceed the expectations of our patients and guests. If you feel our services could have been better during your stay, please feel obligated to use our numerous survey tools or contact a supervisor to voice your concerns. This will enable us to take corrective action immediately and make your stay with us a more pleasant one. If you are pleased with your experience at Florida Medical Center, please share it with the hospital staff and others.

The Joint Commission Florida Medical Center is committed to providing the highest quality care to the patients and families we serve. If you have concerns about the care you or your loved one has received, we would like to hear about it. Please contact our administrative office at: Phone: 954-735-6000 Mail:

5000 W. Oakland Park Blvd. Fort Lauderdale, FL 33313

Web:

visit us at www.FloridaMedCtr.com and click the “contact us” button

Concerns may also be reported to The Joint Commission online, by e-mail, fax or regular mail. Online:

www.jointcommission.org/GeneralPublic/Complaint.

E-mail:

patientsafetyreport@jointcommission.org

Fax: Office of Quality Monitoring, 630-792-5636 Mail: Office of Quality Monitoring The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 www.FloridaMedCtr.com • page 25

PATIENT INFORMATION GUIDE For more information or if you have questions about how to file your complaint, you may contact The Joint Commissionâ&#x20AC;&#x2122;s toll-free complaint hot line, 1-800-994-6610, 9:30 a.m. to 6:00 p.m. weekdays.

Billing Information Financial Arrangements A written estimate of your financial responsibility will be provided to you by a patient access representative prior to your services or at the time of your registration. During your hospital stay, a patient financial counselor will be providing you with an additional estimate of your financial responsibility (if necessary). If you have additional questions or need assistance during your stay with us, please contact a patient financial counselor at ext. 5077. For assistance in resolving hospital bills after discharge, please contact our representatives (toll free) at 1-866-904-6871 from 8:00 a.m. to 5:00 p.m., Monday through Friday.

Fair Billing Practice The hospital and its medical staff will bill patients or third parties only for services provided to patients. We will provide assistance to patients seeking to understand the costs relative to their care.

Your Hospital Bill Shortly after discharge from the hospital, you will receive a bill summarizing charges for your hospitalization. Your bill will include room and board charges from the day you were admitted, but will not include charges for the day you were discharged. It also will include ancillary charges that may include surgery and recovery, various supplies and tests, and medications and treatments ordered by your physician. Amounts not covered by insurance may include items such as the rate difference between a private room and a semi-private room, special meals and other convenience items that may have been requested by you, but are not medically necessary. You may request an itemized copy of your bill. Your hospitalization insurance is a contract between you and your insurer. When you assign benefits, we will do everything we can to www.FloridaMedCtr.com â&#x20AC;˘ page 26

PATIENT INFORMATION GUIDE assist in getting the claim paid. However, you are always responsible for the bill. As a courtesy, all information necessary to pay the claim will be forwarded to the company. If payment is not received from the insurance company within 45 days of the billing date, you will be asked to pay the bill in full. Please call our Regional Business Office toll free at 1-866-904-6871 if you have questions.

Billing for Physician Services Your hospital bill does not include your doctor’s fee or fees charged by other physicians and specialists your doctor may have called on to assist him or her. The hospital is not responsible for the fee schedules, billing procedures or collection policies of these physicians or specialists. Please contact the office listed on the physician billing form if you have any questions. .

Insurance Insurance companies, including health maintenance organizations (HMO) and preferred provider organizations (PPO), generally do not pay hospital bills based on the hospital’s regular charges. Instead, HMOs and PPOs contract with the hospital for negotiated discounts or special flat rates. The cost you will personally have to pay may include deductibles, co-insurance and certain requested convenience items. You will need to contact your insurance company if you need help in understanding your coverage limitations. If you have acceptable insurance coverage and have assigned the benefits to Florida, we will file your claim for you. However, if your insurance does not pay within a reasonable period of time, you will be responsible for full and prompt payment. Coverage issues are between you and your insurance carrier. Upon admission, a cash deposit may be requested if your hospitalization coverage is limited by a deductible or co-insurance. If you have no insurance, a deposit based on the anticipated number of hospital days will be required. The balance of your hospital charges over and above your deposit and/or insurance coverage will be due and payable at the time of discharge.

www.FloridaMedCtr.com • page 27

PATIENT INFORMATION GUIDE Medicare Patients Generally, as a Medicare patient, the only payment required will be your deductible and any co-insurance. Most supplemental policies will cover these costs. If you do not have supplemental insurance to cover these costs, a payment will be required before discharge.

Delayed Charges Because hospital services may continue up to the time you leave, charges may reach the cashier after the time of discharge. Your itemized bill may differ from the amount shown at discharge.

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PATIENT INFORMATION GUIDE

Department Extensions Bed Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4415 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4314 Central Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2855 Financial Counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4020 Food Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2423 or 4062 Gift Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4178 Health Information Management (Medical Records) . . . 2830 Infection Control Department . . . . . . . . . . . . . . . . . . . . . . . 4040 Information Desk (Lobby) . . . . . . . . . . . . . . . . . . . . . . . . . . . 4188 Public Relations/Marketing . . . . . . . . . . . . . . . . . . . . . . . . . 2626 Patient Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2890 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dial 0 Director of Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4275 Telephone Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dial 0 Operator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dial 0 Wheelchairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dial 0 *All numbers can be reached from outside the hospital by dialing 954-735-6000 and entering the extension when prompted.

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PATIENT INFORMATION GUIDE

Notes _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________

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PATIENT INFORMATION GUIDE

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PATIENT INFORMATION GUIDE

www.FloridaMedCtr.com â&#x20AC;¢ page 32

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