Summer 2016
PATIENT INFORMATION & Visitor Guide
Table of Contents Welcome Letter 2 Guest Services Information 3-6 Visitation Guidelines 7-12 Partners In Your Care 13 Are You in Pain? 14 Patient Rights and Responsibilities 15-17 Advance Directives 18 Privacy Notice 19-23 Payment Information 25-26 Your Hospital Bill 26-27 Getting a Copy of Your Medical Records 27 Patient Satisfaction & Staff Recognition Program 27 Catch a Falling Star 28-29 Speak Up 30 Key Phone Numbers 31 Our Mission, Vision and Values 32
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Welcome Thank you for choosing DeKalb Medical at Hillandale. We appreciate your patronage. Our entire staff is committed to providing you with a very good experience in a warm, compassionate setting. This Patient Information and Visitor Guide includes useful information to assist you during your stay. Should you need anything, please feel free to ask a member of our staff. If you have a different dietary request, please call extension 18695 and we will be happy to accommodate you. If you prefer to have your room cleaned at a different time, please call extension 18527. You may be contacted by a survey company about your experience in our hospital. We use these comments to recognize our employees for their outstanding service and to improve our services, so please let us know how we are doing. We want you to always have a very good experience. During your stay, if you have any unresolved concerns about your patient’s condition after conferring with the nurse assigned, please notify the Clinical Coordinator, Charge Nurse or Administrative Supervisor at extension 18599. If you prefer, please feel free to call Administration by dialing extension 18444 and ask for me, and I will be happy to assist you. Your call will be returned within 24 hours. Very truly yours,
Kim Bentley, MS, RN, CCRN Vice President and Administrator, DeKalb Medical Hillandale 2
Guest Services Banking An automatic teller machine (ATM) is on the first floor across from the Magnolia Gift Shop. Keep in mind that your financial institution may charge you to use an ATM. Chapel Our nondenominational Chapel is on the first floor across from the Magnolia Gift Shop. It is open to anyone desiring a quiet place for meditation or prayer at any time. Chaplain Our Pastoral Services department provides spiritual counseling and guidance to those requesting it. If you would like a visit from our hospital chaplain, please dial 404.501.8132 or ask your nurse. Our chaplains also are available to notify your church or to assist your minister or other church leader. Magnolia Gift Shop The Magnolia Gift Shop is on the first floor and offers a variety of personal items, toiletries, gifts and cards. It also carries a limited supply of computer cables to connect your personal computer to our high-speed Internet connections in patient rooms and common areas. The Magnolia Shop is open from noon to 7:00 p.m. Monday through Friday, noon to 6:00 p.m. on Saturday and 1:00 p.m. to 6:00 p.m. on Sunday.
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Food Services The Bistro The Bistro at DeKalb Medical is conveniently located on the first floor near the guest elevators. The Bistro offers breakfast, lunch and dinner with a variety of menu selections Monday through Friday. On weekends and holidays, The Bistro offers breakfast and lunch. Monday through Friday Breakfast 7:30 – 10:00 a.m.
Saturdays, Sundays and holidays Breakfast 8:00 – 9:30 a.m.
Lunch and Dinner 11:00 a.m. – 6:00 p.m.
Lunch Noon – 1:30 p.m.
Patient and Family Services High-Speed Internet Access Available DeKalb Medical at Hillandale is the first planned digital hospital in Georgia. This means clinical staff and physicians have virtually unlimited, secured access to patient information from anywhere. DeKalb Medical has taken an additional step to provide high-speed Internet access in patient rooms, common areas and The Bistro to accommodate physicians, family members and patients. Family Resource Center Are you unfamiliar with medical terms? The DeKalb Medical Family Resource Center is a free service for patients and the community. The library offers health information in language that you can understand. We can deliver general information found in books, periodicals and online. Because library staff and volunteers are not medical professionals, they do not offer interpretations of literature or give advice on medical conditions or illnesses. Call the Family Resource Center at 404.501.5638 between 8:30 a.m. and 4:30 p.m. Monday through Friday. 4
Security DeKalb Medical at Hillandale has a 24-hour security department to ensure the safety of our patients, visitors and staff inside and outside our facilities. Should you need assistance from our security officers during your stay, please ask your nurse to contact them for you. Smoking DeKalb Medical is smoke-free inside and outside. Smoking is not permitted by anyone on DeKalb Medical campus or inside vehicles on our grounds. Smoking in the parking deck, the parking lot and the grounds of our hospital campuses is not allowed. Thank you for supporting DeKalb Medical. Telephone Calls To maintain a quiet night environment, we ask that you not receive calls between 10:30 p.m. and 7:00 a.m. There is no charge for local calls. To place a local call, dial “9” and the number. Long distance calls cannot be charged to your room. • Please speak with your nurse if you need assistance to arrange a private location for a telephone conversation. Television Each patient room includes a color television with a variety of TV channels. Please be considerate of other patients by keeping the volume on your TV set at a reasonable level. If there’s a problem with the TV, tell your nurse. Television Channel Listing 3 WSB 4 WAGA 6 WXIA 7 TBS 8 GA. ED 9 WGCL 10 WUPA
13 WATL 41 TNT 46 ESPN 55 LIFE 64 DISNEY 72 BET
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Valuables Please do not bring large sums of money or other valuables with you to the hospital. DeKalb Medical cannot assume responsibility for them. If you have such items, you should give them to a family member to take home. If you cannot do this, ask your nurse to contact security and have your valuables locked in the safe located in the hospital’s security office. Patients will be responsible for items such as eyeglasses, contact lenses, dentures, hearing aids, walkers and wheelchairs. Vending A variety of drink and snack vending machines are available to patients and guests. They are located on the ground floor and on the first floor in the Emergency Department reception area. Volunteer Opportunities DeKalb Medical has many different volunteer roles to fit individual time schedules, abilities and interests. As support to the hospital staff, our volunteers are considered essential partners in providing care for patients and their families and other visitors. To learn more about volunteer opportunities, visit www.dekalbmedical.org, select “Programs and Services” and click on “Volunteers” or call Volunteer Services at 404.501.5956. Patient Portal Now you can view your hospital records anywhere, at anytime by visiting www.mydekalbmedicalportal.com. Creating an account is free and will allow you to access all of your inpatient medical records in one place, plus track and review: • Lab and radiology results from your hospitalization • Diagnoses entered during your hospitalization • Prescriptions provided at discharge • Educational materials related to your care • Discharge education instructions Ask us how you can register today! Note: You cannot pay your bill within the portal. Please see p. 26 on how to pay your bill online. 6
Visitation Guidelines I. Purpose/Objective: To provide compassionate family-centered visitation guidelines. The best medical care allows patients, family members and support persons to feel like full partners in the provision of healthcare. Our patients can visit with loved ones whenever it is convenient for them as long as the visit supports a quiet healing environment, reduces stressors and provides for the dignity, comfort, care and privacy of our patients. II. Policy: A. DeKalb Medical allows a designated family member, friend or other individual to be present with the patient for emotional support during the course of stay. The hospital allows for the presence of this support individual of the patient’s choice, unless the individual’s presence conflicts with the patient’s preferences, infringes on others’ rights or safety, or is medically or therapeutically contraindicated. The individual may or may not be the patient’s surrogate decision-maker or legally authorized representative. B. The patient or the designated support person has the right to accept or decline visitors at any time during the patient’s stay. C. Visitation may not be limited, restricted or denied based on race, color, national origin, religion, sex, gender identity, sexual orientation or disability of either the patient (or the patient’s support person or representative, where appropriate). D. Visitors may be limited only when visitation would interfere with the care of the patient and/or the care of other patients. Reasons for visitation limitations, when required, will be clearly communicated to patients and support persons by hospital caregivers. For a list of examples of circumstances that could result in the hospital imposing visitor limitations, please visit www.dekalbmedical.org. E. Visiting children must be supervised by a responsible adult other than the patient at all times. F. The Security department will facilitate visitor control. 7
III. Definition: “Family” is defined as any “person(s) who plays a significant role in the patient’s life even though they may not be legally related.” Members of “family” include spouses, domestic partners and both different-sex and same-sex significant others. “Family” includes a minor patient’s parents, regardless of the gender of either parent. Solely for purposes of this visitation policy, the concept of parenthood is to be liberally construed without limitation as encompassing legal parents, foster parents, same-sex parents, step-parents, those serving in loco parentis, and other persons operating in caretaker roles. IV. Procedures for Implementation: A. General visiting hours: 1. Signs documenting visitation guidelines should be posted in all areas of the hospital. Appropriate clothing including shirts and shoes must be worn at all times. 2. To maintain the dignity and privacy of the patient, visitors may be asked to leave the patient room while care, treatment or services are rendered. 3. No visitors with signs/symptoms of infection or illness will be allowed to visit. 4. No visitor shall be permitted to enter the surgical suite unless accompanied by staff. 5. All entrances into the main buildings will be locked at designated times by Security personnel. Visitors will enter through the Emergency Department entrance. 6. T he Telecommunications operators will make the following first announcement beginning at 8:15 p.m.: “Attention, all visitors. Thank you for coming into DeKalb Medical today. In order to support a restful and healing environment for our patients, visiting hours are now over.” A second overhead page will be made: a) 6 0 minutes later, the announcement: “Attention, all visitors, if you are the designated support person for your patient and intend to spend the night, we require you to wear an identification badge. Please make your way to the Security Desk in the Emergency Department to receive your badge.” 8
7. A fter 8:00 p.m., Security personnel will screen persons entering the building wishing to visit patients. They will call the Nursing Unit to verify that there are no factors prohibiting an overnight stay. They will document the visitor’s name, patient’s initials and patient’s room number in a log and issue a badge. B. Intensive, Intermediate and Special Care Units: 1. E ach family will be asked to designate a spokesperson who will be the liaison for communicating information from the staff and physicians to all other family members and/or significant others. 2. V isitors should be limited to immediate family members and/or significant others. 3. C hildren under 6 (six) years of age may not visit. Children under the age of six may not possess the emotional development to maintain a quiet healing environment in the patient’s room and may be traumatized by the environment of the Intensive Care Unit. Exceptions to this may be made at the discretion of the Clinical Coordinator/Charge Nurse. 4. A ll cellular devices are to be turned off upon entering the unit and during the visit. C. Emergency Department:
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1. In an effort to provide confidentiality, visitors will be asked to remain in the waiting room during the initial assessment and triage. 2. T he ED Patient Representative or ED Security Officer will contact the patient’s nurse to determine if patient visitation is appropriate and if the patient desires to have visitors. 3. S ecurity will provide a badge with the visitor’s name and the patient room number. 4. T wo (2) visitors are allowed in rooms in the Main ED and one (1) visitor is allowed in Urgent Care. 5. T o reduce congestion and allow for privacy for the hallway patients, visitors are to remain inside the patient rooms. 6. V isitors are not allowed into seclusion rooms unless there is clearance from the Clinical Coordinator in collaboration with the Behavioral Health Counselor, if indicated; clinical staff will be present during seclusion room visits. 7. O ne (1) visitor may remain with the patient during the discharge process.
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D. Overnight visitation: 1. One support person may remain overnight with the patient. 2. Visitors may not sleep in public areas. 3. Between the hours of 9:00 p.m. and 5:00 a.m., the entrance to the hospital will be limited to the Emergency Department. 4. A system of identification badges (stickers) will be implemented for visitors spending the night. 5. Each visitor spending the night shall receive a badge after it has been verified by the Clinical Coordinator or Charge Nurse that they are permitted to stay. 6. Designated staff (Clinical Coordinator/Charge Nurse or designee) will give the visitor a badge with the date, patient initials, room number and visitor name documented on the badge. 7. The patient care areas will keep a log of visitors for each patient. 8. Support persons must keep their badge on the outermost layer of clothing and visible at all times. 9. Support persons will be asked to stay in the patient’s room and will not be allowed to bring in sleeping bags, chaise lounges, cots or sleep in the waiting rooms. Visitors will sleep only on hospitalprovided benches or sleeper chairs.
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V. Responsibilities: A. Compliance assistance with this process will be the responsibility of every DeKalb Medical staff member. B. I f a visitor/support person after hours doesn’t have a valid current badge and is not authorized to stay or if the visitor/support person is non-compliant, the Nursing Supervisor or Security personnel should be notified. C. Security will be responsible for providing additional labels to the patient care areas for distribution. VI. References and Associated Policies: A. Changing Hospital Visiting Policies and Practices: Supporting Family Presence and Participation, Institute for Patient- and Family-Centered Care 2010 B. CMS State Operations Manual Tag A-0215, A-0216, A-0217 August 2013 VII. Dates: A. Department: Administration and Operations B. Policy Sponsor: Joel Schuessler, VP Legal Services and Chief Compliance Officer C. Policy Custodian: Greg Hinesley, Director of Patient Relations D. Approved By: DRHS Administration, July 2011, February 2013 Policy Management Executive Committee, 02/03/14 E. Effective Date: 03/03/2014 F. Replaces Policy Date: 02/27/2013
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Partners in Your Care DeKalb Medical is a leader in providing excellent care to our patients, and now we would like you to join our team as a partner in your care. Become a partner with your doctor, nurse and all the healthcare workers that enter your room by asking them “Did you wash your hands today?� Ask the question any time your doctor, nurse or healthcare worker is about to make direct physical contact with you or touches things that are used in your care. This may be in your room or anywhere else in the hospital. Hand hygiene is the most important procedure for preventing the spread of infection to you, the patient.
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Are You In Pain? An important step in the treatment of pain is for you to tell us when you are in pain. Your nurse will routinely ask you if you are experiencing any pain so we can take the appropriate steps to ensure you have proper pain management. You will be asked to rate your level of pain using a pain scale that starts at 0, meaning no pain. It goes up to 10, meaning the worst pain imaginable. If you are in pain, there are several methods we can use to relieve your pain. 10 9 8 7 6 5 4 3 2 1 0
WORST PAIN IMAGINABLE VERY SEVERE PAIN SEVERE PAIN UNCOMFORTABLE PAIN MILD PAIN NO PAIN
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Patient Rights and Responsibilities As a patient receiving services from a DRHS facility or agency, you have the right to (in accordance with law and regulation, as applicable): • H ealthcare services which are equally accessible to all persons without bias related to age, race, ethnicity, religion, culture, cultural beliefs and personal values, language, physical or mental disability, socioeconomic status, gender, sexual orientation, gender identity or expression or payment source. • Respectful, considerate and courteous care which preserves patient dignity and right to personal privacy. • Be shown respect for cultural, religious and spiritual preferences, personal values and beliefs and social needs. • Effective communication from the staff and physicians, using the language or the method in which the patient prefers to receive information, is tailored to your age, ability to understand, and meets your needs. • A clear understanding of your health status, diagnosis, and progress and of all recommended tests and procedures. • Give or withhold informed consent, including the risks, benefits and alternatives of any recommended procedure, and the risks and benefits and side effects, if any, to both, and the risks related to not receiving the proposed care, treatment or service. • Participate in decisions, development and implementation regarding your plan of care. • Designate an individual to act as your representative who will also have the right to participate in the development and implementation of the patient’s plan of care. The representative may be anyone of the your choosing but if no one is specified by the patient, the family will be involved in decisions regarding care, treatment or services to the extent permitted by the patient. • Be informed by the licensed independent practitioner responsible for managing your care about the effectiveness of care and any unanticipated outcomes of care and/or treatment. • Choose whether you receive any experimental treatments or procedures. You must be able to understand and consent to participation in experimental therapies or research. 15
• R efuse care, treatments or services. You have the right to receive a clear explanation of the consequences of refusal of treatment. • Emotional support by a family member, friend or other individual of your choice through the course of your visit (unless the presence of the individual infringes on others’ rights, safety, or is medically or therapeutically contraindicated). • Confidentiality regarding your medical care. Protected health information will not be released without the patient’s permission. • Complete an Advance Directive and to have hospital staff and practitioners who provide care comply with these directives. • Appropriate assessment and management of pain. • A statement of charges for healthcare services and available payment options. • Know the identity of each member of your healthcare team. • Reasonable continuity of care and coordination of patient care services when discharging home or transferring to another facility or agency. • Access, request amendment to, and receive an accounting of disclosures regarding your own health information as permitted under applicable law. • Be free from seclusion and restraints of any form that are not medically necessary or are used as a means of coercion, discipline, convenience or retaliation by the staff. • Participate in discussions about ethical issues arising from your plan of care. You may contact the Ethics Committee by dialing 404.501.2739. • Access protective and advocacy services. • Concerns may also be voiced to the Georgia Department of Community Health, 2 Peachtree St. NE, 31st floor, Atlanta, GA 30303 at 404.657.8439 and/or the Joint Commission Office of Quality and Patient Safety by calling 800.994.6610 or emailing the complaint to patientsafetyreport@jointcommission.org.
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As a patient receiving services from a DRHS facility, you have the responsibility to: • Give complete, correct information about your medical complaints, past illnesses and hospitalizations, medications and treatments, lifestyle habits and other matters that relate to health. • Inform the staff of pain so that it can be appropriately assessed and treated. • Follow the hospital rules that are established to ensure patient safety, privacy and comfort. • Provide a copy of your written Advance Directive if you have one. • Inform your healthcare providers about any changes in your condition and inform them if you do not understand your treatment or instructions given to you or if you anticipate problems in following prescribed treatment after discharge. • Inform your healthcare providers of any perceived safety or quality concerns regarding your care. • Follow the plan of care agreed upon by you and your medical providers, including follow-up appointments after discharge from inpatient care. • Accept the consequences if treatment is refused or medical instructions are not followed. These consequences may include being directed to find another physician or healthcare facility. • Treat the property of others and the healthcare system respectfully. • Respect the rights of other patients and healthcare personnel. Show consideration for others by controlling noise; limiting the number of visitors at any one time; not smoking anywhere on campus; and refraining from other behaviors that negatively impact others. • Arrange payment for all fees for healthcare services rendered by the healthcare system, including providing accurate information about insurance coverage. You are ultimately responsible for all fees for services provided. December 2015
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If you are a patient at DeKalb Medical and have a concern about patient care and safety that has not been addressed, you are encouraged to contact the hospital’s office of Patient Relations and Compliance at 404.501.5810. If your concerns are not resolved to your satisfaction, you are encouraged to contact the Georgia State regulatory agency, Office of Regulatory Service, Healthcare Section, 2 Peachtree St. NE, 33rd floor, Atlanta, GA 30303 at 404.657.5726/5728 and/or The Joint Commission Office of Quality and Patient Safety by calling 800.994.6610 or emailing the complaint to patientsafetyreport@jointcommission.org.
Advance Directives
In accordance with federal and state laws, DeKalb Medical honors an adult patient’s right to make decisions regarding treatment. Further, Georgia law provides immunity to medical personnel who discontinue or do not initiate life-sustaining procedures for an adult patient in accordance with the provisions of an Advance Directive signed by the patient. What are Advance Directives? They are documents that allow a patient to appoint someone to make healthcare decisions should you ever become mentally or physically unable to choose or communicate your wishes due to injury or illness. The documents also allow you to state in advance your wishes for treatment. The following are types of Advance Directives which are legal in the State of Georgia: • Georgia Advance Directive for Healthcare allows you to name someone else to speak for you regarding medical decisions if you become unable to speak for yourself and records your wishes for limiting or withholding artificial support procedures. It must be signed, dated and witnessed by two qualified witnesses. • Do Not Resuscitate Order tells everyone who provides care to you, in any healthcare setting or at home, that you do not want to have cardiac or respiratory resuscitation and that you do not wish to be placed on a mechanical breathing machine. This must be completed by you or your legal decision maker and the order must be written by your physician. For more information or to get copies of an Advance Directive, contact your nurse or print them out from our website at www.dekalbmedical. org, click on “Patient and Visitor Information” tab, select “Patient Information” and click on “Advance Directive.” 18
Notice of Privacy Practices in the Use and Disclosure of Personal Health Information This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully. This notice applies to DeKalb Medical (and all affiliates) and their medical staffs, employees and other health professionals who are approved to provide services at its facilities. Please note that physicians may have different privacy practices for services provided at their offices. Understanding Your Health Record/Information Each time you visit a hospital, physician or other healthcare provider, a record of your visit is made. Typically, this record contains your symptoms, examination and test results, diagnoses, treatment and a plan for future care or treatment. This information, often referred to as your health or medical record, serves as a: • Basis for planning your care and treatment. • Means of communication among the many health professionals who contribute to your care. • Legal document describing the care you received. • Means by which you or a third-party payer can verify that services billed were actually provided. • A tool in educating health professionals. • A source of data for medical research. • A source of information for public health officials charged with improving the health of the nation. • A source of data for facility planning and marketing. • A tool with which we can assess and continually work to improve the care we render and the outcomes we achieve. Understanding what is in your record and how your health information is used helps you to: • Ensure its accuracy. • Better understand who, what, when, where and why others may access your health information. • Make more informed decisions when authorizing disclosure to others. 19
Your Health Information Rights Although your health record is the physical property of the healthcare practitioner or facility that compiled it, the information belongs to you. You have the right to: • R equest a restriction on certain uses and disclosures of your information. • Obtain a paper copy of the notice of information practices upon request. • Inspect and/or receive a copy your health record (a fee may be applied). • Request an amendment or correction to your health record. • Obtain an accounting of disclosures of your health information. • Request communication of your health information by alternative means or at alternative locations. • Revoke your authorization to use or disclose health information except to the extent that action has already been taken. Our Responsibilities DeKalb Medical is required to: • Maintain the privacy of your health information. • Provide you with a notice as to our legal duties and privacy practices with respect to information we collect and maintain about you. • Abide by the terms of this notice. • Notify you if we are unable to agree to a requested restriction. • Accommodate reasonable requests you may have to communicate health information by alternative means or at alternative locations. We are not required to agree to most restrictions you request on the use or disclosure of your information. However, we must agree to a restriction on the disclosure of your information to a health plan for purposes of carrying out payment of healthcare operations and the information relates solely to a healthcare item or service for which you have paid us out of pocket in full. We reserve the right to change our practices and to make the new provisions effective for all protected health information we maintain. We will not use or disclose your health information without your authorization, except as described in this notice. 20
Examples of Disclosures for Treatment, Payment and Health Operations • We will use your health information for treatment. • Information obtained by a nurse, physician or other member of your healthcare team will be recorded in your record and used to determine the course of treatment that should work best for you. Your physician will document in your record his or her expectations of the members of your healthcare team. We will also provide your physician or a subsequent healthcare provider with copies of various reports that should assist him or her in treating you once you are discharged from this hospital. • We will use your health information for payment. • A bill may be sent to you or a third-party payer. The information on or accompanying the bill may include information that identifies you, as well as your diagnosis, procedures and supplies used. • We will use your health information for regular health operations. • Q uality Improvement: Members of the medical staff, the risk or quality improvement manager or members of the quality improvement team may use information in your health record to assess the care and outcomes in your case and others like it. This information will then be used in an effort to continually improve the quality and effectiveness of the healthcare and service we provide. • B usiness Associates: There are some services provided in our organization through contacts with business associates. When these services are contracted, we may disclose your health information to our business associates so that they can perform the job we have asked them to do and bill you or your third-party payer for services rendered. To protect your health information, however, we require the business associate to appropriately safeguard your information. • D irectory: Unless you notify us that you object, we will use your name, location in the facility, general condition and religious affiliation for directory purposes. This information may be provided to people who ask for you by name. • N otification: We may use or disclose information to notify or assist in notifying a family member, personal representative or another person responsible for your care, your location and general condition. 21
• C ommunication with Family: Health professionals, using their best judgment, may disclose to a family member, other relative, close personal friend or any other person you identify, health information relevant to that person’s involvement in your care or payment related to your care. • R esearch: We may disclose information to researchers when their research has been approved by an institutional review board that has reviewed the research proposal and established protocols to ensure the privacy of your health information. • F uneral Directors: We may disclose health information to funeral directors consistent with applicable law to carry out their duties. • O rgan Procurement Organizations: Consistent with applicable law, we may disclose health information to organ procurement organizations or other entities engaged in the procurement, banking or transplantation of organs for the purpose of tissue donation and transplant. • Marketing: We may contact you to provide appointment reminders or information about treatment alternatives or other health-related benefits and services that may be of interest to you. • Fundraising: We may contact you as part of a fundraising effort. • F ood and Drug Administration (FDA): We may disclose to the FDA health information relative to adverse events with respect to food, supplements, product and product defects or postmarketing surveillance information to enable product recalls, repairs or replacement. • W orkers’ Compensation: We may disclose health information to the extent authorized by and to the extent necessary to comply with laws relating to workers’ compensation or other similar programs established by law. • P ublic Health: As required by law, we may disclose your health information to public health or legal authorities charged with preventing or controlling disease, injury or disability. • Correctional Institution: Should you be an inmate of a correctional institution, we may disclose to the institution or agents thereof health information necessary for your health and the health and safety of other individuals. 22
• Law Enforcement: We may disclose health information for law enforcement purposes as required by law or in response to a valid subpoena. • Federal Oversight Agency: Federal law makes provisions for your health information to be released to an appropriate health oversight agency, public health authority or attorney, provided that a workforce member or business associate believes in good faith that we have engaged in unlawful conduct or have otherwise violated professional or clinical standards and are potentially endangering one or more patients, workers or the public. • We reserve the right to change our practices and to make the new provisions effective for all protected health information we maintain. We will not use or disclose your health information without your authorization, except as described in this notice. For More Information or to Report a Problem If you have a question and would like additional information about our Privacy Practices, you may contact the DeKalb Medical Privacy Officer at 404.501.5990. If you believe your privacy rights have been violated, you can file a complaint with the DeKalb Medical Privacy Officer or with the U.S. Secretary of Health and Human Services. There will be no retaliation for filing a complaint. Please submit your question or complaint in writing and mail to: Privacy Officer DeKalb Medical 2701 North Decatur Road Decatur, GA 30033 Effective Date: April 14, 2003 Patient Relations and Compliance Do you have questions or concerns regarding a sensitive issue? The DeKalb Medical Compliance Team will now have a member onsite every Thursday during normal business hours in room #G-029 to answer questions. Call 404.501.8846. Confidentiality is strictly maintained within the limits of the law and there is never any retaliation for reporting an issue in good faith. To remain anonymous, call the hotline at 678.842.7890. 23
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Important Payment Information • Payment is expected at the time of service for the care you receive. For your convenience, we accept cash, checks or credit cards. • If you are covered by a managed health plan, your co-payment is due at the time of service. Patients without insurance will be asked for payment prior to treatment. Your cooperation with our payment policy helps us provide quality medical care while controlling healthcare costs for all patients. • Patients with verifiable Medicaid will not be held accountable for services received in the Emergency Department. • O ur cost of rendering care is based upon cash payment at the time of service. • Radiology Associates fees are billed separately. • DeKalb Medical provides care for all emergency patients regardless of their ability to pay for treatment. • Thank you for complying with our payment policy, and thank you for choosing DeKalb Medical.
• El pago se debe hacer al momento de recibir la atención médica. Para su comodidad, aceptamos efectivo, cheques o tarjetas de crédito. • Si está asegurado por un plan de salud administrado, su copago se debe pagar al momento de recibir la atención médica. A los pacientes sin seguro médico se les pedirá el pago antes del tratamiento. Su cooperación con nuestra política de pago nos ayuda a brindar una atención médica de calidad y controlar los costos de cuidado de la salud de todos los pacientes. • A los pacientes con Medicaid verificado no se les hará responsable de los servicios recibidos en el Departamento de Emergencias.
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• Nuestro costo por la prestación de atención médica se basa en el pago en efectivo al momento de recibir el servicio. • Los cargos de los Asociados de Radiología se facturan por separado. • El Centro Médico DeKalb atiende a todos los pacientes de emergencia independientemente de su capacidad para pagar por el tratamiento. • Gracias por cumplir con nuestra política de pago y gracias por escoger al Centro Médico DeKalb.
Your Hospital Bill After your discharge from the hospital, you will receive a final bill that includes charges processed after your discharge and the portion of the charges your insurance company has paid. Any amount payable by you will be clearly indicated. We appreciate prompt payment, and, for your convenience, we accept cash, personal checks, Visa, MasterCard, American Express and Discover. Save Some Stamps! Paying bills just got easier. DeKalb Medical’s new Online Business Office is a simple, secure and convenient way to access your account information, pay your hospital bills, review insurance and personal payments applied to your account and update personal information. To enroll in this free service, go to www.dekalbmedicalhillandale.org and select “pay my hospital bill” under the “I Need To... ” menu on the right side of the page. What’s on the Bill Because of the range of services they cover, hospital bills are necessarily complex. We’ve made every effort to keep ours simple, but if you have questions or need assistance, please call our business office at 404.501.5183. Financial Assistance The hospital may be able to provide financial assistance to uninsured patients who qualify for uncompensated services. Assistance is 26
determined by family income levels. If you think you may qualify, determined by family income level. If you think you may qualify, please call our financial counselors. If you are a patient in the emergency department, call 404.501.8632. If you are an inpatient, call 404.501.8603.
Getting a Copy of Your Medical Records Call the Medical Record Department for more information about obtaining copies of your records at 404.501.5630, Monday - Friday between 8:30 a.m. to 6:00 p.m. Please note that there may be a charge for copies of your medical records in accordance with state law. Getting Your X-rays If you or your physician needs a copy of your X-rays, call the Radiology Film Room at 404.501.5285 or visit the Radiology Department, Monday - Friday, 8:00 a.m. to 4:00 p.m. A 24-hour notice is preferred. Because we are a digital radiology department, images are created and placed onto a CD for release.
Patient Satisfaction & Staff Recognition Program
We Need Your Feedback We Need Your Feedback program allows anyone to recognize those in the hospital who provide them with excellent service. Feedback forms are available throughout the hospital for visitors, patients and others to acknowledge a special employee, physician or volunteer. Submit your form online at www.dekalbmedicalhillandale.org, select “Patient & Visitor Info” and click on “Your Opinion Counts.” Patient Satisfaction After you leave the hospital, you may receive a survey in the mail about your experience with us. Our goal at DeKalb Medical is to always provide our patients with very good care. We use this survey to reward and recognize our employees for things they have done very well. At the same time, we want to identify areas to improve our service. If we can do anything further to exceed your expectations during your stay, please ask to speak to a Unit Manager or a Nursing Supervisor. 27
Catch a Falling Star DeKalb Medical Falls Prevention Program Remember that everyone has a role in falls prevention and maintaining a safe environment. Please do not hesitate to report any safety concerns to the team caring for your family member. We may ask you to assist us with falls prevention strategies for the safety of your loved one. Fall Prevention Information you need to know while you are in the hospital: Did you know that many incidents in hospitals are related to falling? Because you and your safety are very important to us, we want to help to keep you safe while you are a patient here. DeKalb Medical believes that patients should be provided the leastrestrictive setting possible in order to preserve their dignity while they receive quality healthcare. Here are some reasons why you are more likely to fall while you are in the hospital: • You are sick and may feel weak. You may not be sleeping as well as you do at home. • You are in new surroundings with unfamiliar people. • You may be taking new medications or different doses of the medications you already take. • You may have tubes or machines that keep you from moving around as easily on your own. • It may be darker than you’re used to and lights are in a different place. During your first few days in the hospital, your risk for falling is greater. While you are in the hospital, here are some tips to help you stay safe: • Bring to the hospital any equipment you normally use, such as a cane or walker. • Learn where things are in your hospital room, including the nurse call system. • If you feel dizzy or unsteady on your feet, let the staff know. Do not attempt to get up on your own. When you get up from the bed or a chair, take your time. Stop if you get dizzy. 28
• If the staff recommends that you have assistance or supervision when moving or getting out of bed or a chair, please call for help and wait until one of your healthcare team members comes to assist you. • Before you get up from the bed, sit on the side for a few minutes to make sure that you are not dizzy. Be sure that the bed is in the lowest position (close to the floor). • Preplan your path prior to getting up. Look where you intend to walk to make sure nothing is in your way. • Learn how to use hospital equipment safely, such as wheelchairs or walkers. • Do not lean on your bedside table or stand for support. • Watch for any hazards such as spills and clutter that may cause a fall. Tell the staff about them promptly. • Help the staff maintain a clean, clutter-free environment in your room. Here are some things that we can do to help keep you safe while you’re with us: • We have a “Catch a Falling Star” program. We may place a sign on the door and above the bed to increase staff awareness of your higher risk for falls. • We will help you get settled in and familiarize you with the room, its furniture and bathroom. • We will provide non-slip footwear for you to use. • We will help to keep your room free of spills and clutter. • We will check on you and make sure you are comfortable and safe. • We will give you an armband to be worn at all times – this helps us know who you are and where you are supposed to be. If you are at high risk for falls, we will give you a yellow armband. • We may use safety devices to keep you from falling, like a gait belt. What to do if you fall: • Try to remain calm. • Don’t try to quickly get up because you might be injured. Stay where you are until help arrives. • Call for help. Use the call light if possible.
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Speak Up Everyone has a role in making healthcare safe. That includes doctors, healthcare executives, nurses and many healthcare technicians. Healthcare organizations all across the country are working to make healthcare safe. As a patient you can make your care safer by being an active, involved and informed member of your healthcare team. To prevent healthcare errors, we urge you to Speak Up!
S peak up if you have questions or concerns. If you still don’t
understand, ask again. It’s your body and you have a right to know.
P ay attention to the care you get. Always make sure you’re getting the
right treatments and medicines by the right healthcare professionals. Don’t assume anything.
E ducate yourself about your illness. Learn about the medical tests you get and your treatment plan.
A sk a trusted family member or friend to be your advocate (advisor or supporter).
K now what medicines you take and why you take them. Medicine errors are the most common healthcare mistakes.
U se a hospital, clinic, surgery center, or other type of healthcare
organization that has been carefully checked out. For example, The Joint Commission visits hospitals to see if they are meeting The Joint Commission’s quality standards.
P articipate in all decisions about your treatment. You are the center of the healthcare team.
Source: The Joint Commission
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Key Phone Numbers If you are dialing from a hospital phone, dial “1” and the last four digits of the number below. For example, to reach the business office from a hospital phone, dial 15183. Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8444 Business Office. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.5183 Consumer Health Library. . . . . . . . . . . . . . . . . . . . . . 404.501.5638 Directions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8002 Emergency Department. . . . . . . . . . . . . . . . . . . . . . . . 404.501.8110 Financial Counselor Emergency Department. . . . . . . . . . . . . . . . . . . . . . . 404.501.8632 Inpatients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8603 General Information. . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8000 Corporate Communications. . . . . . . . . . . . . . . . . . . . . 404.501.5565 Magnolia Gift Shop. . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8178 Human Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.5010 Pastoral Services/Chaplain. . . . . . . . . . . . . . . . . . . . . . 404.501.8132 Patient Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8611 Patient Relations and Compliance. . . . . . . . . . . . . . . . 404.501.8030 Physical Therapy (Rehabilitation Services) . . . . . . . . 404.501.8140 Physician Referral. . . . . . . . . . . . . . . . . . . . . . 404.501.WELL (9355) Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8162 The Bistro. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.8694 Volunteer Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.501.5079 For any other hospital department, please dial “0” and the hospital operator will assist you. For more information on DeKalb Medical’s programs and services or to get a free physician referral, call 404.501.WELL or visit www.dekalbmedical.org. 31
Our Mission, Vision and Values Our Mission To earn our communities’ trust every day through an uncompromising commitment to quality Our Vision In partnership with the best physicians, employees and volunteers, DeKalb Medical will be the healthcare provider of choice by delivering a superior patients experience every time. Our Values Integrity I am honest, ethical, trustworthy and committed. Respect I acknowledge and appreciate diversity and show my consideration for all. Excellence I deliver high-quality care with great service, taking pride in all I do. Accountability I hold myself responsible for achieving the goals DeKalb Medical defines and measures. I take responsibility for my actions. Compassion I remember that those who come to us for help need us to care about them as much as I would my own family. Helping Hands I am part of a team. We work together, and I help my colleagues when I see a need, not just when I am asked to help.
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Spot a Stroke
F. A. S. T. Face.
Arm.
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Time to call 911.
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Getting kidney disease was never your choice. But your dialysis options are. If you’re dealing with kidney disease, you should know you have a choice of treatment options. Fresenius Medical Care, the leader in dialysis treatment, is here to help you understand them with our Treatment Options Program. For a program near you, call (877) 867-7543.
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Specialists in the Detection and Treatment of Digestive Diseases, Hepatitis and Colon Cancer Our Board Certified specialists are experts in colon cancer screenings and evaluating and treating every type of digestive disorder, including: • Crohn’s Disease • Ulcerative Colitis • IBS • Diarrhea • Constipation
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With two convenient locations in DeKalb County, getting the care you need has never been easier. For more information, call the office nearest you or talk to your primary care physician.
Decatur
Lithonia
2665 North Decatur Rd Suite 350 678.553.0226
5403 Hillandale Park Ct Suite B 770.817.0224
Mahmoud Barrie, MD
Norman Elliott, MD
Tommie Haywood III, MD
Paresh Kamat, MD
Barry Levitt, MD
John Suh, MD
Offering Pediatric and Adolescent Care Alpharetta, Duluth, and Sandy Springs
To schedule an appointment online, visit: www.atlantagastro.com. AGA is a participating provider for Medicare, Medicaid and most healthcare plans offered in Georgia.