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171 NC Hwy 125 • Roanoke Rapids, NC 27870
252-537-5639 www.keyfitness.us
FREE one week pass And Waived Enrollment ($99.00 value) with no contract obligation if you choose to join Key Fitness. RHA offers a complete continuum of behavioral health services. Serving all age groups and every level of need, we provide support regardless of where a person is on the road to recovery and wellness, offering care designed to meet each person’s individual needs. Individual & Group Outpatient Services n Medication Management n Intensive In-Home Services n Peer Support Services n Open Access n Walk-In Crisis Center n Substance Abuse Services, Including Substance Abuse Intensive Outpatient Program (SAIOP) n
60 NC Highway 125 Roanoke Rapids, NC 27870
252.537.6619
• More than 37 programs leading to certificates, diplomas and associate degrees. • Ranked 12th among the top 50 community colleges in the nation by Washington Monthly. Diversity: We believe an appreciation of differences adds to the richness of our students, the learning environment and the personal development of our entire community. - HCC’s Mission, Vision and Values Statements, June 25, 2013
www.halifaxcc.edu
252-536-HCC1 (4221)
Welcome
Welcome to Halifax Regional. Our staff will strive to make your hospital experience as pleasant as possible. The quality of your care, as well as your safety and comfort, are priorities for all of us. Our mission is to meet the needs of our customers by always providing excellent and compassionate health care service. This handbook is designed to acquaint you with Halifax Regional and its services. Feel free to keep this handbook after your stay and use as a resource. If you have any questions or concerns during your hospital stay, please ask for the manager of your unit or department. Thank you for giving us the opportunity to provide the health care services that you need. My best wishes for your recovery and good health. Sincerely, Will Mahone President
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Table of Contents
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Telephone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Speak Up™ For Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Pre-Admission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Staff and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Halifax Hospitalists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Accommodations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Patient Guide For Personal Equipment. . . . . . . . . . . . . . . . . . . 7 Friends and Family. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Visiting Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Quiet Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Hand Hygiene . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Nursing Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Rapid Response Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 What To Expect If You Are Having Surgery. . . . . . . . . . . . . . . . 12 Food and Nutrition Services. . . . . . . . . . . . . . . . . . . . . . . . . . 13 Guest Services Guest Network – Wireless Internet Access . . . . . . . . . . . . . 14 Chapel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Gift Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Notary Public . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Case Management/Discharge Planning. . . . . . . . . . . . . . . . 15 Hospital Education. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Billing Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Patient Rights and Responsibilities . . . . . . . . . . . . . . . . . . . . 16 Patient Information On Filing A Complaint . . . . . . . . . . . . . . . 18 Ethical Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 What You Should Know About Pain. . . . . . . . . . . . . . . . . . . . . 20 Advance Directive Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 For Your Information Volunteer Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Need A Speaker?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Central Cancer Registry . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Lost and Found. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Tobacco Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Halifax Regional Foundation . . . . . . . . . . . . . . . . . . . . . . . . . 24 Patient Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Telephone Directory To make a call within the hospital, dial the four-digit number directly. To call another room, dial 8 and the room number. To make a call outside of the hospital, dial 9 and the number you want to call. To make a long-distance call, dial: 9 + 0 + the area code + the telephone number. An outside operator will help you with the call and ask how you will pay for the call. Admissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ambulatory Care Unit. . . . . . . . . . . . . . . . . . . . . . . Birthing Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . Cardiac & Vascular. . . . . . . . . . . . . . . . . . . . . . . . . Cardiopulmonary . . . . . . . . . . . . . . . . . . . . . . . . . . Cashier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Collections Department. . . . . . . . . . . . . . . . . . . . . . Discharge Planning / Case Management . . . . . . . . . . Emergency Care. . . . . . . . . . . . . . . . . . . . . . . . . . . Fifth Floor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Food and Nutrition. . . . . . . . . . . . . . . . . . . . . . . . . Gift Shop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Halifax Regional Cardiology (306 Becker Dr.) . . . . . . Halifax Regional Medical Center Foundation. . . . . . . Halifax Works (Bldg. 1). . . . . . . . . . . . . . . . . . . . . . Hospital Education. . . . . . . . . . . . . . . . . . . . . . . . . Intensive Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . Joint Care Center of Excellence . . . . . . . . . . . . . . . . Laboratory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lost and Found . . . . . . . . . . . . . . . . . . . . . . . . . . . Medical Outpatient Unit . . . . . . . . . . . . . . . . . . . . . Medical Records (Health Information Management). . Medication Assistance Program (Bldg. 1) . . . . . . . . . Outpatient Nutrition Services. . . . . . . . . . . . . . . . . . Outpatient Physical, Speech, Occupational Therapy. . Patient Education. . . . . . . . . . . . . . . . . . . . . . . . . . Patient Information. . . . . . . . . . . . . . . . . . . . . . . . . Pharmacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Physical and Speech Therapy. . . . . . . . . . . . . . . . . . Physician Billing Office. . . . . . . . . . . . . . . . . . . . . . Progressive Care (Third Floor) . . . . . . . . . . . . . . . . . Radiology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Roanoke Clinic (1385 Medical Center Dr.) . . . . . . . . Roanoke Valley Internal Medicine (Bldg. 4). . . . . . . . RVHS Physician Billing. . . . . . . . . . . . . . . . . . . . . . Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sixth Floor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sleep Lab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Switchboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Volunteer Services . . . . . . . . . . . . . . . . . . . . . . . . . Woodside (Psychiatry). . . . . . . . . . . . . . . . . . . . . . . Wound Care Center (Bldg. 5). . . . . . . . . . . . . . . . . .
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. . . . . . 8366 . . . . . . 8242 . . . . . . 8670 . . . . . . 8975 . . . . . . 8109 . . . . . . 8140 . . . . . . 8135 . . . . . . 8473 . . . . . . 8425 . . . . . . 8540 . . . . . . 8281 . . . . . . 8124 252-537-9268 . . . . . . . 8476 . . . . . . . 8463 . . . . . . . 8663 . . . . . . . 8198 . . . . . . . 8496 . . . . . . . 8403 . . . . . . . 8499 . . . . . . . 8240 . . . . . . . 8405 252-308-1261 252-535-8283 . . . . . . . 3028 . . . . . . . 8276 . . . . . . . 8145 . . . . . . . .8271 . . . . . . . 8279 252-535-8869 . . . . . . . 8340 . . . . . . . 8370 252-537-9176 252-535-1082 252-535-8861 252-535-8499 . . . . . . . 8640 . . . . . . . 8941 . . . . . . . . . . 0 . . . . . . . 8687 . . . . . . . 8440 252-535-2350
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Speak Up™ For Safety At Halifax Regional, we believe that everyone has a role in making health care safe. This includes doctors, health care executives, nurses and many health care technicians. Health care organizations all across the country are working to make health care safe. As a patient, you can make your care safer by being an active, involved and informed member of your health care team. We join The Joint Commission, an independent, not-for-profit organization that accredits and certifies health care organizations and programs in the United States, together with the Centers for Medicare and Medicaid Services, in urging patients to take a role in preventing health care errors by becoming active, involved and informed participants on the health care team. Speak Up™ encourages patients to:
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. (You may see “Ask Me!” on our employee name badges to encourage your questions.)
P ay attention to the care you get. Always make sure you’re getting the right treatments and medicines by the right health care 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 health care mistakes.
U se a hospital, clinic, surgery center or other type of health care organization that has been carefully checked out. For example, The Joint Commission visits hospitals to see if they are meeting its quality standards.
P articipate in all decisions about your treatment. You are the center of the health care team.
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Staff and Services Your doctor is one of many with privileges at Halifax Regional. Many medical specialties are represented by our staff of doctors. Working closely with the doctor is a group of health care professionals who help provide your care. In addition to keeping track of your progress, staff members are interested in your well-being and will answer any questions you have while under their care. Nurses from your unit will be responsible for your primary care. In addition, you may meet staff from other departments throughout the Medical Center, including Case Management, Laboratory, Cardiopulmonary, Physical Therapy, Speech-Language Pathology, Occupational Therapy, Pharmacy and Radiology. Additional staff members who may assist with your care are from these departments: Food & Nutrition, Environmental Services, Plant Operations, Security, Health Information Management (Medical Records), the Business Office and Volunteer Services. Our volunteers provide assistance at the information desk, deliver mail to patients, provide personal care items and operate the medical center’s gift shop.
Halifax Hospitalists
What Is The Purpose of A Hospitalist Program? Halifax Regional Medical Center (HRMC) began its hospitalist program in 2007 to improve patient care. By serving as a centralized resource for information and patient care, hospitalists can help reduce the length of hospital stays while improving the quality of care. Our hospitalists are very knowledgeable about the services available at HRMC. The hospitalists work closely with your primary care physician, other medical specialists and medical center staff to coordinate medical services to meet your
PRE-ADMISSION Your doctor will arrange for your hospital stay and may give you a pre-admission form. This form should be completed and returned to the hospital as soon as possible. Please attach any signed insurance forms that might be required. It will benefit you to become familiar with your hospital insurance coverage, which may include Medicare, Medicare Advantage Program or Medicaid, as well as other policies. When you arrive at Halifax Regional, go directly to Outpatient Registration. An admissions representative will discuss with you your financial information. If you have any questions or concerns, please feel free to ask your admissions representative by calling 252-535-8366.
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needs. The hospitalists also allow your primary care physician to have more time in the clinic to meet your needs after you are discharged.
What Does A Hospitalist Do?
QUESTIONS? _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________ _____________
A hospitalist is an acute-care specialist physician who manages your care in the hospital. Trained in either internal medicine or family medicine, our hospitalists have the skills and expertise needed to provide care tailored to meet the unique needs of hospitalized patients and their loved ones. Because a hospitalist treats only patients staying in the hospital, he or she is more accessible to manage your care. A hospitalist can help you achieve a smooth, speedy recovery by following up on tests and adjusting your treatment throughout the day as necessary. Hospitalists also are close by in case of an emergency and are often able to spend more time talking with you and your loved ones about your care. Our hospitalists are available to patients 24 hours a day, seven days a week. They know that the key to providing quality care is excellent communication. Your primary care provider has 24-hour access to his or her list of assigned patients who are admitted to the hospital. The hospitalists at Halifax Regional stay in contact with your primary care physician during your stay, as needed, and when you are discharged. The transition from your primary physician to the hospitalist and back again will be seamless and almost unnoticeable. If any major issue occurs during your hospitalization, a hospitalist may discuss it with your primary care physician. Your primary care doctor can contact the hospitalist at any time during your stay to learn about your progress.
What Happens At Discharge?
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When you are discharged from HRMC, your
primary care physician will resume the management of your medical care. To make this transition as smooth as possible, at discharge, you will receive discharge instructions about your care at home; a copy of the discharge instructions will be faxed to your primary doctor; and a discharge follow-up appointment will be made for you with your primary physician. Your primary care doctor also will be sent a discharge summary of your hospitalization for him or her to reference at your follow-up appointment. It is essential that you follow through with your discharge instructions, including keeping your scheduled follow-up appointment.
Accommodations For your comfort and privacy, Halifax Regional offers private rooms with bathrooms, televisions and telephones. For your safety and health, smoking and tobacco use is prohibited in the hospital and on medical center property. Halifax Regional is not responsible for any valuables left in the patient rooms or kept on or with the patient. We ask that you send any jewelry, cash or valuables home with a family member or friend. The hospital can provide you with a gown, unless you prefer to wear your personal garments. In case of an emergency, follow the instructions of the nursing staff. They have been specially trained in safety precautions and procedures, and will direct you to a safe area.
Patient and Visitor Guide For Bringing Personal Equipment Into The Medical Center You may want to bring entertainment, grooming or other electrical appliances into the hospital. Certain devices are permitted, but the following rules must be followed to ensure your comfort and safety, as well as that of all of our patients: Inform the admissions clerk or a nurse if you want to bring any electrical appliance into the hospital or if a visitor brings a device in for you. All such devices must be made available for inspection. This will help us to ensure your safety while in use in the hospital. Because of safety concerns, personal electrical equipment is not permitted in most circumstances. Small battery-powered devices, such as clocks, radios and CD players (not including battery chargers), are generally permitted as long as they do not disturb
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other patients or hospital personnel. We encourage the use of earphones with radios and CD players. Cellphones and other wireless communication devices may be used, but the devices must remain three feet away from medical equipment at all times. Please turn off cellphones and other communication devices, if asked to by hospital staff, where noise and other considerations may affect the patient’s condition or rest. Although it is unlikely, personal equipment could interfere with the operation of nearby medical equipment. If a device appears to be interfering with the operation of a medical device, you may be asked to stop using the device. If you want to request permission to use a personal electrical device because of a special need, please inform your nurse right away. All such devices must be made available for inspection and approval. This will help us ensure your safety and the safety of others while in use in the hospital. Electric shavers are generally permitted when safety standards are met. All line-powered (AC) devices must have an Underwriters Laboratories (UL) or Canadian Standards Association (CSA) label, and if greater than 12 volts, must be double insulated or grounded with a three-prong plug. Line-powered devices must be in safe condition, without evidence of wear, deterioration or repairs. They must be unplugged while not in use. While you are in the hospital, circumstances may arise that make using a device by yourself or others unsafe. You must comply with any request by hospital personnel not to use a device. The hospital reserves the right to remove from your room or vicinity any personal electric device that presents a significant risk to your safety or to the safety of other patients or staff. Permission to use a device, even if hospital personnel have inspected that device, is not a guarantee of safety. The hospital assumes no responsibility for any death, injury, damage, theft or other loss associated with any device brought into the hospital by a patient or visitor.
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You must discuss any general or medical device you bring into the hospital with your physician or nurse. The following devices are not allowed: • Televisions (these are provided by the hospital) • Extension cords • Electric heating pads and blankets • Space heaters • Coffeemakers • Others as deemed appropriate
Friends and Family Halifax Regional promotes and supports a patient- and familycentered approach to care. Guests can play an important role in the recovery process. Your guests are welcome during visiting hours. However, rest has an important role in recovery, as well. We request that you have no more than two visitors at a time in your room. Your guests may be asked to wait outside the room during an examination or treatment. Children under the age of 12 years old need to be with a supervising adult. Halifax Regional allows a family member, friend or other individual to be present with the patient for emotional support during the course of the stay. Halifax Regional 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.
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Visiting Guidelines 3rd, 5th and 6th Floors 9 a.m. - 9 p.m.
Intensive Care Unit Open visitation with the exception of quiet hours (9 a.m. - 9 p.m.)
Birthing Center 9 a.m. - 9 p.m.
Woodside Psychiatric Unit 6 p.m. - 8 p.m. (additional hours: 1 p.m. - 3 p.m. on Saturday, Sunday and holidays)
Quiet Times Research demonstrates hospital noise and interrupted sleep increases patient stress and slows recovery. Halifax Regional has implemented “Quiet Times” on our 3rd and 5th floor inpatient units. During “Quiet Times,” activity and conversation are minimized to allow our patients rest. “Quiet Times” are from 1 p.m. to 3 p.m. and 10 p.m. to 6 a.m.
During Quiet Times, our staff will: • • • • •
Dim nursing unit lights Limit overhead paging Limit department activities and room visits Place hand-held telephones and pagers on vibrate When possible and with patient permission, partially close/close doors to protect privacy and reduce noise • Conduct quieter conversations in hallways and work stations • Phone conversations are conducted away from patient rooms • Where possible, TV and music are lowered for patients We also ask patients and visitors to observe “Quiet Times” by allowing their loved ones rest.
Hand Hygiene Health care workers may spread germs if they do not wash their hands or use alcohol hand sanitizer after handling dirty items, before and after glove use, and between patients. All employees have been trained to perform hand hygiene in order to prevent the spread of infection.
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As the patient or loved one, please feel free to ask (or remind) health care workers to perform hand hygiene before touching you, doing
vital signs, giving medicine, doing dressing changes or any other activity where hands may spread germs to you or the environment. We want our patients to be safe and free from infections. As the patient or loved one, please observe the same guidelines. Contact the nurse manager or Halifax Regional’s infection preventionist nurse at ext. 8288 if you have questions or comments.
Nursing Care Our patients are the most important people in the hospital. With this in mind, all patients are treated equally with respect and dignity while receiving quality care at the hands of our well-trained nursing staff. A registered nurse coordinates each patient’s care, working with other team members to meet the patient’s physical, emotional, spiritual, cultural and health education needs. Our Nursing Division is committed to the hospital’s mission. This is carried out through excellence in our nursing practice and compassion for our patients, their families and our hospital team members. The nurses work hard to provide patient-family-centered care by cooperating with other hospital professionals, respecting diversity and considering patients’ cultural differences. It is our commitment to think about the patient first in all our decisions about the care you receive. During your hospital stay, if you have concerns about your nursing care, please feel free to discuss them with your nurse or nurse manager of that particular unit. If you are not satisfied with the response you receive, please call the vice president of nursing through the telephone operator.
Rapid Response Team What is the Rapid Response Team?
The Rapid Response Team is a patient safety strategy to improve recognition and response to changes in a patient’s condition. Halifax Regional has a Rapid Response Team of specially trained health care providers who bring critical care expertise to the patient. The purpose of the team is to quickly check the patient’s condition and provide stabilization. By bringing specialized care immediately to the patient, the team can often prevent a medical emergency before it happens. At Halifax Regional, we ask that family members and friends join us in this initiative. If there is a noticeable change in a patient or visitor’s condition that needs immediate attention, notify the nurse or any other Halifax Regional employee who can then activate the Rapid Response Team if necessary.
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Prior to admission to the Ambulatory Care Unit, the hospital staff will let you know: • Your registration time. • What test(s) your doctor has ordered. • That a surgical consent form needs to be signed if you have not done so already. •T o follow the nurse’s instructions regarding medicines you normally take. Please bring all medications with you to the hospital at each visit, including all prescription drugs and all over-the-counter medications. The night before your procedure, do not eat or drink anything after midnight, and shower well the night before and in the morning before coming to the hospital, using antibacterial soap (such as Dial). If you are having outpatient surgery: • Please do not bring jewelry or other valuable items with you. • Arrange for a ride to and from the hospital. • A family member or friend must remain in the hospital until your discharge. • You will receive a courtesy call from nursing staff on the business day before and the business day after your surgery to 12 check on you.
Who may call the Rapid Response Team? • Any staff member • Any physician • Any patient, family member or visitor
When to Call? • I f there is a noticeable change in a patient or visitor’s condition that needs immediate attention. • If after speaking with a member of the health care team ( i.e. nurses or physicians), you continue to have serious concerns.
How to initiate the Rapid Response Team? Please contact a nurse or any other Halifax Regional employee and ask to have the Rapid Response Team activated.
What To Expect If You Are Having Surgery Halifax Regional’s well-trained professional staff provides a variety of surgical procedures and services. Patients are sometimes afraid and anxious about their surgery, but knowing what to expect can help ease some of those fears and anxieties. Surgery at HRMC is done on an inpatient and outpatient basis. Normally, a surgical procedure is scheduled during the morning hours. If you are receiving services as an inpatient, you may be admitted on the day before or the day of your surgery. You also will receive a courtesy call from the nursing staff on the business day before your hospital visit. On the morning of your surgery, you will be asked to dress in a hospital gown and remove contact lenses, glasses, dentures, nail polish and makeup. About one hour before your operation, you will be given medicine and taken to the Surgery Suite. Your family may wait for you in the surgical
waiting room or in your room. Prior to your procedure, follow your nurse’s instructions on medicines. You also will participate in and see the hospital staff checking and re-checking your identification and the procedure that is planned for you. This is part of our program to help ensure the quality and safety of care you receive. Time spent in recovery varies with each patient. Your doctor will order medication to relieve any pain after surgery. Don’t be afraid to ask the nurse for this medication if you feel you need it. If you need to get out of bed, please ask for help from the nursing staff. You will be given a copy of discharge instructions and follow-up appointment information completed by your surgeon.
Food and Nutrition Services Our Food and Nutrition Department prepares nutritious and appetizing meals for patients at Halifax Regional. Your doctor will prescribe your diet and/or restrictions. A registered dietitian or a member of the Food and Nutrition staff is available to assist patients with making choices based on your diet. Registered dietitians also are available to counsel you on the diet your doctor has ordered. They also will evaluate your nutritional status and answer any questions you have concerning nutrition. The dietitians can be contacted at 8283. Halifax Regional offers a room service program called Expressly For You. This program offers a daily selection of meals based on your diet. Meal times are consistent so that your care may be scheduled around your meals. A host/hostess will visit you in your room and speak with you prior to the next meal time about the daily specials. There also is a menu of everyday favorites you may choose from. A menu will be at your bedside to look at prior to the host/hostess arriving to your room. Please let the host/hostess know if you have any religious or cultural food preferences so that we can make every effort to accommodate you. The host/hostess can answer questions about the menu and personalize your meal experience. If you have any questions or comments about your meals or diet, please ask the host/hostess to contact the dietitian, or you may call the supervisors at ext. 8742. Snacks and nutritional supplements for patients also are available. Guest trays are available for family or guests. Contact your nurse or the Food and Nutrition Department about ordering and paying for a guest tray. Outpatient nutrition counseling is available with our registered dietitians for a variety of nutrition and health-related topics. Please contact your primary care physician for a referral to schedule an outpatient appointment with the dietitian.
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Guest Services Guest Network - Wireless Internet Access - Halifax Regional offers complimentary Internet access for you while you visit with us. We want to make your stay as pleasant as possible and hope this service will help you stay in touch with your loved ones and their busy lives. We only ask that you follow a few simple guidelines while connected to our network. Those guidelines are listed in our “Halifax Regional Guest Wireless Internet Access Information and Instructions� pamphlet. Please ask your nurse to print a copy from the intranet. Thank you for choosing Halifax Regional, and we hope you enjoy your stay. Chapel - The hospital chapel is located on the first floor near the visitor elevators and is open 24 hours, seven days a week for your worship and meditation. Gift Shop - The gift shop located in the main lobby is staffed by Halifax Regional volunteers. For information, call the gift shop ext. 8124 or the Volunteer Office at ext. 8687.
Mail - Patient mail is delivered once a day, Monday through Friday, by hospital volunteers. Mail received after you leave the hospital will be forwarded to your home. If you have outgoing mail, please speak to a nurse on your unit or to the volunteer that delivers the mail. A mailbox is located at the front of the hospital for outgoing mail. Notary Public - Notary services are available to patients at no charge. Call
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ext. 8405 for more information.
Case Management/Discharge Planning - The Case Management staff can help you with your discharge planning needs, such as making arrangements for home medical equipment, nursing and rest home placement, financial referrals, community resource referrals, counseling, on-site Medicaid application assistance and arranging special transportation. Call ext. 8473 if you are in need of these services. Hospital Education - Education is an important part of your recovery. Halifax Regional’s Education Department can give you information about your specific health needs. For more information about the services provided by the Education Department, call ext. 8276, 8445 or 8663.
Billing Information
Hospital billing can be confusing at times. Halifax Regional is committed to providing you with good financial information, and we hope that we can answer the questions that you may have regarding the financial aspect of your hospital visit. Our financial counselors and billers are professionally trained and available to assist you with your questions. Health Insurance Billing - As a courtesy to our patients, we will file a claim to each of your health insurance carriers. This includes Medicare supplemental policies and other secondary insurances. Insurance Cards - During registration, you will need to present your photo ID and insurance card(s) each time of service. The information on the photo ID and card(s) is very important for correct identification of your insurance carrier and in receiving the proper payment for services. Hospital Bill - Typically, your insurance company should pay your hospital bill within 45 days of receiving it. If payment is delayed, the hospital or insurance company may request your help in getting your bill paid by contacting them. An itemized statement will be sent to you upon your request. Physician Billing - During your hospital visit, you may receive treatment from doctors who will bill you separately for their services. These charges are not charged by the hospital and are not included on your hospital bill. Examples of doctors who may bill you separately include, but are not limited to, your surgeon, pathologists, anesthesiologists, radiologists, cardiologists, hospitalists, Emergency Room physicians or ambulance services. Patient Responsibilities - Patient deductibles and co-pays are due at the time of service. When necessary, the hospital will attempt to collect any patient expenses at the point of registration. The request for payment
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may consist of any insurance deductible or co-payment amounts. If there is a balance due after your insurance company pays, you will receive a bill. Insurance companies may not pay for all medical services. When a service, or any portion of the service, is not covered under your insurance policy, you are responsible for all hospital charges that are not covered. If you are unable to pay the balance or there is a question about your account, it is your responsibility to contact your financial counselor. It is important that we register and bill you as accurately as possible. Each time you arrive for service, you will be asked to provide the hospital with the most current information available. This information may include your Social Security number, legal name, date of birth, address, marital status, next of kin, telephone number and emergency contact. Payment Options - At Halifax Regional, we realize that many services provided to you may result in unexpected expenses that you may not be prepared for. We have different payment options for your convenience and you can make arrangements to pay your bill prior to going home. We accept cash, personal checks, money orders, American Express, MasterCard, Visa and Discover. A payment installment plan or other financial plans can be set up for patients meeting certain guidelines. You also may make your payments to the hospital through our website. Our website address is www.halifaxregional.org. Contacts & Telephone Numbers - If you have questions about this plan, your bill or other financial matters, call your financial counselor at 252-535-8160. He or she will be available to assist you Monday through Friday, 8:30 a.m. to 5 p.m. Patients who have difficulty paying their bill may contact a financial counselor to apply for Medical financial assistance by calling 252-535-8148 or 252-535-8160.
Patient Rights and Responsibilities As a patient, you have the right:
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• to be given respectful care by competent personnel; • upon request, to be given the name of the patient’s attending physician, the names of all the physicians directly participating in his or her care, and the names and functions of other health care people having direct contact with the patient; • to receive every consideration of privacy concerning his or her own medical care program, including confidential and discreetly conducted case discussion, consultation, examination and treatment; • to have all personal medical care records treated as confidential except as otherwise provided by law or third party contractual arrangements; • to know what facility rules and regulations apply to his or her conduct as a patient;
• to expect emergency procedures to be implemented without unnecessary delay; • to receive good quality care and high professional standards that are continually maintained and reviewed; • to be fully informed, in laymen’s terms, of the patient’s diagnosis, treatment and prognosis, including information about alternative treatments and possible complications; • except for emergency situations, to have the physician obtain informed consent prior to the start of any procedure or treatment; • to have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital; • to be advised when the physician is considering the patient as a part of a medical care research program or donor program and, except when validly waived by an Institutional Review Board, to give informed consent prior to participation in such a program, and to be advised of the right to refuse to continue in any such program at any time; • to refuse any drugs, treatment or procedure offered by the facility, to the extent permitted by law, and to be informed by a physician of his right to refuse any drugs, treatment or procedures and of the medical consequences of the refusal; • to receive assistance in obtaining consultation with another physician at the patient’s request and expense; • to obtain medical and nursing services without discrimination upon the basis of race, color, religion, sex, sexual preference, national origin or source of payment; • to have access, when possible, to an interpreter if the patient does not speak English; • to have access, upon request, to all information in his or her medical records unless restricted, for sound medical reasons only, by the attending physician; • to not be awakened by hospital staff unless it is medically necessary; • to be free from needless duplication of medical or nursing procedures; • to receive medical and nursing treatment that avoids unnecessary physical and mental discomfort; • when medically permissible, to be transferred to another facility that has agreed to accept the patient for transfer only after the patient, next of kin or other legally responsible representative has received complete information and explanation on the need for, and alternatives to, such a transfer; • to examine and to receive a detailed explanation of his or her bill; • to get information and counseling on the availability of known financial resources for the patient’s health care;
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• to expect the facility to provide a mechanism for informing the patient, upon discharge, of continuing health care requirements and the means for meeting them; • to not be denied access to an individual or agency authorized to act on the patient’s behalf to assert or protect the patient’s rights; • to be informed of his or her rights as a patient at the earliest possible time in the course of hospitalization; and • to designate visitors who receive the same visitation privileges as the patient’s immediate family members, regardless of whether the visitors are legally related to the patient.
The patient is responsible for: • preparing for transportation home and care after discharge; • providing complete, accurate information about his or her present and past health; • providing a complete and accurate list of home medications, including prescriptions, over-the-counter drugs and herbals; • following the treatment plan recommended by the practitioner; • the consequences of refusing treatment; • following hospital rules and regulations; • respecting others; • asking questions; • acknowledging when he or she does not understand the treatment course or care decision; • having knowledge of your coverage, policy, requirements, benefits, precertification and preferred provider network; and • payment of hospital bills promptly.
Patient Information On Filing A Complaint Halifax Regional would like to tell you of your right to complain about the quality of care or other hospital service. Please, first talk to the manager in the area where you are receiving care or service in order to resolve your concerns, or you may call the patient representative at 252-535-8112. You also may file a formal complaint by: 1. Completing a Patient Complaint form (available at the nurses station and in each department). 2. Writing the hospital at the following address:
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Patient Representative, Halifax Regional P.O. Box 1089 Roanoke Rapids, NC 27870
3. Calling the Halifax Regional Compliance Hotline at 800-224-0122. 4. Giving your complaint to the patient representative personally. Response to your complaint: • Within seven days, you will receive an initial acknowledgement of your complaint. • We will write to you within 30 days with an answer to your complaint. • If the investigation has not been completed, the complaint has not been resolved or action is still being evaluated at that time, you will receive a letter stating that more time is needed to investigate your concerns. • If you are unhappy with the response, you may ask that your complaint be reviewed. 5. You also may file a complaint with the NC Division of Health Service Regulation, 2711 Mail Service Central, Raleigh, NC 27699, telephone number: 800-624-3004, regardless of whether or not you use our complaint process. If you receive Medicare, you have the right to refer concerns regarding quality of care or premature discharge to the Peer Review Organization (PRO): KEPRO, 5201 West Kennedy Blvd., Suite 900, Tampa, FL 33609. Attention: Beneficiary Complaints or Beneficiary Helpline 1-844-455-8708, Fax: 844-834-7129. You may contact The Joint Commission if you have concerns about quality, your safety or the safety of the environment in which care is provided. Office of Quality and Patient Safety The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 Telephone Number: 630-792-5636 Email: patientsafetyreport@jointcommission.org
Ethical Issues Halifax Regional has an Ethics Committee that can discuss any questions or problems that may come up about patients’ rights. This committee serves as an advisor in situations requiring ethical interpretation. Ethical issues may include patients’ rights, life support, use of resources, treatment decisions, confidentiality, informed consent and organ donation. Staff, patients and family members can talk to members of the Ethics Committee free of charge. Consultation requests can be sent to the committee through the nurse manager on your unit.
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What You Should Know About Pain Pain is a feeling that hurts.
Pain may be described as stabbing, pinching, aching, causing discomfort, distress and agony. Your pain may be steady or it may come and go. Patients have many kinds of pain. Pain may be acute or sharp after surgery or an injury, but it should lessen as you heal. Pain may be chronic (lasting a long time) such as that caused by arthritis or cancer. This type of pain may go from mild to very bad and last a long time. Either type of pain can limit your activities and should be brought to the attention of your doctors and nurses so that they can help you find a way to lower the pain. It is important to understand that pain management or pain relief doesn’t mean that you will be completely pain free, but you should feel more comfortable and able to go about your normal activities, sleep better, eat better and feel more positive. If you have had surgery, good pain control can help you get well faster since you’ll be more likely to get up and walk, take deep breaths and start to feel better sooner.
0 No Pain
2 Mild
4 Moderate
Your Rights and Responsibilities As a patient at Halifax Regional, you have certain RIGHTS and RESPONSIBILITIES about pain.
The Pain Scale The doctors and nurses cannot tell how much pain you are having. They need your help. At Halifax Regional, we use a number scale and ask you to help rate your pain (0 means no pain at all, 10 means the worst pain you have ever experienced). The doctors and nurses will help you use the pain scale to tell us about your pain and help find the best ways to treat your pain. You should tell the doctor or nurse: • If you are feeling pain. • If you have questions about how to control your pain. • If you have taken pain medicine and it is not helping.
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6 Severe
8 Very Severe
It is best to ask for pain medicine when your pain starts 10 rather than waiting until it is very bad. Pain medicines often Worst Pain work better if you take them at regular times. Also remember Imaginable that stress in life like worries about your job, your family or money can make your pain seem worse. It is best to talk with the doctor or nurse if you have things that are worrying you while you are here.
Addiction to Pain Medications Many patients worry about getting addicted to pain medicines, especially narcotics like morphine. Many studies have shown that it is very rare for a person taking pain medicine for pain management to become addicted to the medication. You can expect: • To be told about pain and pain relief. • To be treated by caring staff who are working to help you manage your pain. • Health care providers who respond quickly and professionally to pain. • To have your reports of pain believed. You should: • Ask your doctor or nurse what to expect about pain and pain management. • Talk about pain relief choices with your doctors and nurses. • Work with our staff to set up a pain management plan that works for you. • Ask for help with pain when your pain begins. • Tell your doctor or nurse if your pain is not better. • Tell your doctor or nurse about any worries that you have about taking pain medicines.
Advance Directive Policy
Halifax Regional respects the right of a competent adult to control the decisions about his or her medical care according to the North Carolina Natural Death Act and the Patient Self-Determination Act of 1990 and subsequent modifications. This includes the right to make decisions about accepting or refusing treatment that could extend life indefinitely and the right to make advance directives that will govern if the patient should become incapacitated. Halifax Regional does not give or deny care, or otherwise discriminate against a patient based on whether the patient has an advance directive. An advance directive is a set of written instructions that states a patient’s wishes to receive or refuse medical treatment. A living will, health care power of attorney and an advance instruction for mental health treatment are examples of advance health care directives. Halifax Regional is required by the government to ask patients if they have advance directives and help them understand what they are. Additional Information about advance directives is available by calling ext. 8473. You also may visit the North Carolina Department of the Secretary of State website for advance directive forms and other information.
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For Your Information Volunteer Services The volunteers of Halifax Regional give generously of themselves to help make your stay more comfortable and pleasant. They serve as an important part of the health care team by offering such services as assistance at the information desk, mail delivery to patients, provision of personal care items and operation of the medical center’s gift shop. For more information about Volunteer Services, call ext. 8687.
Need A Speaker? Halifax Regional’s Speakers Bureau provides a variety of interesting and educational programs for community organizations and groups. For information on current topics and speakers, call ext. 8289.
Central Cancer Registry
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Halifax Regional participates in the North Carolina Cancer Registry Program (CCR). The program collects information about new cancer cases, cancer treatment and other cancer-related information. The information is reported to CCR to help the agency publish facts about cancer in North Carolina, monitor cancer trends by looking for problems in specific groups or communities, and promote and conduct cancer research. For additional information on CCR, call 919-733-4728.
Lost and Found To inquire about lost and/or found items, please contact Security at ext. 8128 or 8499.
Tobacco Policy Halifax Regional is a tobacco-free campus. The use of tobacco products, including electronic cigarettes, on the Halifax Regional grounds by employees, patients or visitors is forbidden. This ban extends to include all of Halifax Regional’s satellite campuses.
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Halifax Regional Foundation The Halifax Regional Foundation is a not-for-profit organization that raises funds through gifts, donations and direct solicitation. The Foundation uses these gifts to support Halifax Regional Medical Center through the purchase of equipment, and by providing research and educational programs so that Halifax Regional Medical Center may better serve the health needs of its patients. If you would like to make a tax-deductible donation to the Halifax Regional Foundation, please contact The Foundation Coordinator, Betsy Morris, at 252-535-8476, or send a check or money order to: Halifax Regional Foundation P.O. Box 1089 Roanoke Rapids, NC 27870
Patient Portal HalifaxHealthLink is a secure online tool to view and manage your personal hospital health record 24 hours per day, when and where you need it. You can conveniently: • View Lab Results • View Your Appointment History and Upcoming Appointments • View Your Health Summary • Discharge Instructions • View Immunizations • Medications with Instructions To learn more, visit halifaxregional.org or contact Medical Records at 252-535-8405 about how to enroll.
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