www.crmchealth.org 931-528-2541 It’s the Way WeCARE
SPEAK UP!
Ask questions & voice concerns
EASING THE TRANSITION
from Hospital to Home
PREVENT MEDICATION ERRORS
while in the Hospital WHAT ARE
Advance Directives? STAY SAFE
HOW TO: • Fight Infections • Stop Falls • Prevent DVT
HOSPITAL PHONE DIRECTORY
Patient Guide
100 Jettie Mabry Lane • Gainesboro, TN 38562
931.268.0291• F: 931.268.9241 1340 N. Grundy Quarles Highway Gainesboro, TN 38562
Services Include: • 24-Hour Nursing Care • Physical, Speech & Occupational Therapy • Dental Services • Optometrist Services • 24-Hour Pharmacy • Registered Dietitian • Secure Facility for Alzheimer’s Residents • Mental Health & Clinical Laboratory Services
The Hearing Aid Center at Upper Cumberland Ear, Nose & Throat What Sets Us Apart At The Hearing Aid Center at Upper Cumberland Ear, Nose & Throat, we want you to stay connected to the world around you. We keep on the leading edge of hearing technology so we have the best chance of helping patients of all ages compensate for their hearing loss. Our ENT physicians and hearing professionals have the specialized expertise and the most advanced diagnostic equipment to correctly assess your hearing problems and provide appropriate solutions for your individual needs. Our hearing aid center is unique in that it is managed by Board-Certified ear, nose and throat physicians. The Hearing Aid Center at Upper Cumberland ENT gives you access to both Board-Certified ENT physicians and hearing professionals who will work together to provide the most advanced and cost effective solution for your hearing problem. This collaboration enables us to offer convenience and improved care to our patients when medical issues arise. Our physician-led Hearing Aid Center is the only one of its kind in the Upper Cumberland.
Karen S. Brandt | M.A., CCC-A, FAAA | Audiologist • Cecilia L. Bessette | H.I.S. | Hearing Aid Specialist 100 W. Fourth St., Ste. 210 • Cookeville, TN 38501 (Across from Cookeville Regional Medical Center)
931.526.8863 www.myENTdocs.com
UNKNOWN
Other people may be there to help us, teach us, guide us along our path, but the lesson to be learned is always ours.
In This Guide Welcome to Cookeville Regional Medical Center 2 About Us 3 Our Commitment to Care 4 Your Satisfaction 6 Telephone Directory 7 Patient Action Team 8 During Your Stay 9-16
General Visiting Hours 9 Visitor Guidelines 9 Other Visiting Hours 9 Waiting Areas 10 Your Room 10 Public Restrooms 10 Parking 10 Interpreters 11 Telephone 12 Valuables 12 Medications from Home 13 Pastoral Care 13 Mail and Flowers 13 Patient Meals 14 Cafeteria 15 Vending Machines 15 TV Channel Listing 16 Internet Access 16 Speak Up 17 Stay Safe 18-22
OUR ADDRESS
1 Medical Center Blvd. Cookeville, TN 38501
Safety 23 Do You Have Pain? 24 Your Rights 25-28 & Responsibilities What Are Your 28 Advance Directives? Your Privacy 29-30 & Information Preparing to Leave 31-35 the Hospital CRMC Outpatient Pharmacy 36 For the Caregiver 37 Your Hospital Team 38-39 Resources 40
The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider’s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, iStockphoto. ©2016 PatientPoint ®
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Welcome to Cookeville Regional Medical Center
Paul Korth CEO Cookeville Regional Medical Center
Mission Building Healthier Communities
We at Cookeville Regional Medical Center wish to share with you our sincere appreciation that you and your physician have placed your confidence in Cookeville Regional Medical Center to provide your medical care. Our most important goal is to provide you with the utmost in quality patient care, and I want to assure you that our staff will strive to make your hospital stay as pleasant and comfortable as possible. Recognized nationally for our quality patient care, we are proud of our medical center and the fact that we offer many healthcare services and specialties that allow patients to stay here at home in the Upper Cumberland, eliminating the need to drive to other metropolitan areas for care. It is rare that a community hospital our size offers such specialty services like interventional cardiology, cardiovascular/thoracic surgery, inpatient physical rehabilitation, robotic surgery, neurosurgery, critical care and complex cancer treatment. As a matter of fact, Cookeville Regional has over 200 physicians representing 40 medical and surgical specialties. As a regional referral medical center, we are continually planning to expand and improve services to better meet the needs of our region. As the provider of your care, it is our hope to meet your expectations and, hopefully, exceed them while you are here. Our hospital team is committed to providing quality care with a personal touch to our patients. Please do not hesitate to ask your nurse and/or your physician questions about your care, and to express any questions or concerns you may have during your stay. You also may feel free to contact our Customer Service Department at ext. 2020 if you have further questions. Thank you again for entrusting your care to us. Sincerely, Paul Korth CEO Cookeville Regional Medical Center
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About Us OUR ADDRESS 1 Medical Center Blvd. Cookeville, TN 38501
Your Opinion Counts
Vision
Exceptional Care to Every Patient Every Day
Values
Working Together We create a culture of teamwork where we value and nurture our greatest assets—our physicians and staff—and build an environment of mutual trust, respect and best practices. Excellence We consistently exceed expectations by representing the highest ethical and moral standards. Compassionate Care We put others first in a spirit of warmth and friendliness that respects the dignity of all. Accountability We remain financially strong and committed to ensuring sustainability as part of our community responsibility. Regional We lead our region’s healthcare with integrity, innovation, education and service. Empowerment We empower our physicians and staff to do the right thing.
Soon after your discharge, you may receive a confidential patient satisfaction survey by mail. Please take time to complete the survey and share your experience with us. Your feedback is an important part of our goal of improving the care and services we provide.
CRMC Earns Certification for Sepsis Treatment Cookeville Regional Medical Center is the first hospital in the state of Tennessee and only one in eleven nationwide to earn The Joint Commission’s certification for sepsis treatment. To earn this award, hospitals must demonstrate compliance with The Joint Commission’s national standards for healthcare quality and safety in disease-specific care. The certification award recognizes Cookeville Regional’s dedication to continuous compliance with The Joint Commission’s standards in sepsis care.
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Our Commitment to Care You have the right to file a complaint or concern with either or both: The Tennessee Department of Health Bureau of Health Licensure and Regulation Division of Healthcare Facilities 227 French Landing Suite 300 Heritage Place Metro Center Nashville, TN 37243 877-287-0010 Office of Quality and Patient Safety The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 800-994-6610 Email: patientsafetyreport@ jointcommission.org
Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member is receiving or has received at our hospital, do not hesitate to speak with your nurse or the nursing supervisor. If you feel that your issue wasn’t resolved, please contact our Customer Services representatives at 931-783-2020 or 931-783-2733 with your compliments, complaints or concerns. You may call at any time during or after your stay.
Ethics Committee
Purpose Cookeville Regional Medical Center is committed to providing care to people in a manner that ensures the dignity, respect and privacy of all patients. In support of this commitment, CRMC recognizes the right of any patient, or designated representative, to participate in the planning and decision-making process affecting medical treatment. With many treatment options available today through advanced technology, there are situations in patient care where decision-making becomes extremely emotional and, thus, difficult for the patient and family. Some of these situations may develop into ethical dilemmas for those involved. To assist in these situations where ethical issues may exist, the CRMC Ethics Committee is available at no charge to patients, family members, hospital staff and physicians seeking information and assistance in discussing options for treatment that will lead to appropriate ethical decisions. Philosophy The Ethics Committee is an interdisciplinary team whose members are concerned with ethical issues in healthcare. Members of the committee firmly support what is determined to be the best course of action for the patient based on individual wishes and needs.
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The Ethics Committee also exists to educate hospital staff and the community about ethical issues in healthcare, and to review and formulate hospital policy related to ethical issues in healthcare.
Consultation Requests A request for consultation with the Ethics Committee may come at any time from any individual who is concerned about an existing or potential ethical dilemma in regard to a patient’s medical treatment. To request a consultation, an individual may contact the nursing supervisor by dialing the hospital operator. Consultation Process After a request has been made, members of the Ethics Committee then will assess the situation to determine what, if any, ethical issues may exist. If ethical issues are identified, committee members will explore alternative courses of action for the patient’s medical treatment. They may speak with the patient and/or selected individuals involved in the patient’s care to discuss the case, as appropriate, and to determine what the patient’s wishes and needs may be in order to recommend the best course of action for each individual patient. All consultations are non-binding and offered only to assist those involved in the patient’s care and to lend support when decision-making becomes difficult due to ethical issues.
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ALBERT EINSTEIN 1879-1955
Truth is what stands the test of experience.
Your Satisfaction We encourage your feedback to improve care. Your healthcare is our priority. To determine where
improvements are needed, this hospital takes part in the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. The HCAHPS survey measures your satisfaction with the quality of your care. It is designed to be a standardized tool for measuring and reporting satisfaction across all hospitals in the U.S. After you are released from the hospital, you may be selected to participate in the HCAHPS survey. The survey asks multiple-choice questions about your hospital stay. Please take the time to fill out the HCAHPS survey; your feedback is valuable!
Hospital Compare
is a government website that allows users to compare the quality of care provided by hospitals. The information provided on this website is based on HCAHPS survey results. www.medicare.gov/ hospitalcompare
What is HCAHPS?
The HCAHPS survey is backed by the U.S. Department of Health and Human Services. The survey is used to improve the quality of healthcare. HCAHPS makes survey results public so hospitals are aware of where changes are needed. The results also enable healthcare consumers to review and compare hospitals before choosing a healthcare provider.
You are part of the team COMMUNICATE It’s your health; don’t be afraid to ask your doctors and nurses questions. PARTICIPATE You are the center of your healthcare team so ask questions, understand your treatment plan and medications, and communicate with your doctors and nurses. APPRECIATE There are hundreds of people in the hospital who need help; please be patient as doctors and nurses attend to everyone.
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The Joint Commission
has created quality and safety standards for healthcare organizations. The Joint Commission reviews, accredits, and certifies healthcare organizations that meet its high standards. Quality reports for all accredited organizations are available on its website. www.qualitycheck.org
Telephone Directory Administration Ext. 2000 Business Office/Patient Accounts Ext. 2360 Cancer Center Ext. 2497 Cardiac Rehab Ext. 2689 Cardiac Cath/EP Lab Ext. 2350 Case Management (RN) Ext. 2487 Chaplain Ext. 2522 Community Education Ext. 2039 Community Relations/Marketing Ext. 2629 Customer Service Ext. 2020 Diabetes Center 931-520-7747 Foundation Ext. 2037 Highland Rim Home Health Ext. 5566 Imaging Ext. 2686 Interpreter Services Ext. 2733 Lifeline Ext. 2693 Lost and Found Ext. 2495 Maintenance Ext. 2588 Nursing Administration Ext. 2685 Operator 0 Outpatient Cardiac and Pulmonary Rehab 783-2689 Outpatient Pharmacy 783-2552 Patient Complaints Ext. 2020 Patient Financial Services Ext. 2360 Plant Facilities Ext. 2588 Privacy Officer Ext. 2448 Same-Day Surgery Ext. 2190 Security Ext. 2379 (or dial 0 and ask the operator to beep) Social Services Ext. 2667 (or dial 0 and ask the operator to beep) Volunteer Services Ext. 2740 Waiting Areas CVICU Ext. 5650 ICU/CCU Ext. 4033 Same-Day Surgery/Surgery Ext. 5270 Patient Advocate ER Ext. 5248 Women’s Center Ext. 2628 Wound Care Center 783-2626 Calling a Department WITHIN the Hospital? Dial the last four digits of the number.
MAIN NUMBER 931-528-2541
Acute Therapy Services (PT, OT & Speech) Ext. 2574
Cashier Ext. 2360
Food & Nutrition Services Ext. 3663
Gift Shop Ext. 2150
Housekeeping Ext. 2672
Medical Records Ext. 2625
Outpatient Therapy Services (PT, OT & Speech) 931-783-2900
Patient Accounts Ext. 2360
Physician Referral Ext. 2571
Registered Dietitians Ext. 2611/2160
Sleep Center Ext. 2753
Inpatient Rehabilitation Center Ext. 2800
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Patient Action Team Grateful Patient Program Has a staff member, volunteer, nurse, caregiver or doctor been outstanding during your stay at CRMC? Maybe it was a gentle smile, a listening ear, a kind word or another act of kindness that brought you comfort. Say thank you by making a gift in honor of those who made a difference to you. Donated funds will be used to support the Cookeville Regional Charitable Foundation patient assistance funds. Your gift is taxdeductible to the full extent of the law. To donate, please call 783-2003. Online donations may be made at www.Cookeville RegionalCharity.org. Our foundation is compassionate care. Your gift helps us heal.
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Cookeville Regional Medical Center, like many hospitals nationally, is focusing on eliminating problems that affect optimal patient care. As a result, we’ve created a Patient Action Team line for patients, family or visitors to call for assistance.
When to Call
You can call the Patient Action Team: n If there is a noticeable change in the patient’s condition that needs immediate attention and the healthcare team is not recognizing or addressing the concern. n If after speaking with a member of the healthcare team (i.e. nurses, physicians), you continue to have serious concerns on how care is being given, managed or planned. Warning signs that a patient is getting worse: n Changes in the heart or respiratory (breathing) rate n Much more or much less urine n Change in level of consciousness n Any time you are worried about the patient
Where to Call
Call ext. 5252 or 0 for the operator from your bedside phone. This is a special line just for the Patient Action Team. The hospital operator will ask for caller identification, room number, patient name and patient concern. In most cases, a Patient Action Team will be activated. A team of medical professionals will arrive in your room to assess the situation. The Patient Action Team consists of the nursing manager when available, your nurse, and the nursing supervisor, as well as the manager of patient relations when available. Additional staff will be called in as needed. After the immediate need is addressed, the manager of patient relations will visit to ensure you are satisfied with your care.
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During Your Stay
Other Visiting Hours
We have policies and procedures in place to help you and your family work with our doctors, nurses and staff to get the most from your hospital stay. Please take a few minutes to review these guidelines with your loved ones.
General Visiting Hours
8:00 a.m. to 8:30 p.m. Specific visiting hours and regulations have been established for each unit. Hours and regulations are available at the information desk on the second floor. If you need additional information, please check with the nurse on the unit.
Visitor Guidelines
We encourage visitors for emotional support and recovery. To provide a restful and safe environment, we ask that all visitors comply with the following guidelines: n During flu season, no children under the age of 16 will be allowed to visit patients without permission from the nursing staff. n Children must remain under adult supervision in the public waiting areas. n Be considerate of other patients by keeping noise to a minimum. n Refrain from visiting if you have a cold, sore throat or any contagious disease. n Observe no visiting and precaution signs before entering the room. n Do not smoke. n Leave the room during tests or treatments if asked. n Images or audio recording of a patient’s medical treatment or procedure (including delivery of a baby) is prohibited without the approval of the treating professional.
Gifts for Patients
Visitors should check with the nurse before bringing gifts of food or drink to patients. Please check with the nurse to make sure your gift is appropriate. On the Intensive Care Unit, please check with the unit regarding any gifts for patients.
Obstetrics Visiting hours are 9:00 a.m. to 9:00 p.m. Only one adult support person (must be 16 years old or older) can stay the night with patient in postpartum. Visitation in Labor and Delivery is flexible based on patient’s desires. To ensure the safest environment for delivery, we ask that no more than four visitors be in attendance or visitors will be limited at the nurse’s discretion. We are a familyoriented department and look forward to serving you and your family. Intensive Care Unit (ICU) One support person of the patient’s choice will be allowed to remain with the patient 24 hours a day to provide emotional and social support. Three visitors is the maximum that our rooms will accommodate and still allow us to care for patients. Two additional visitors may visit from 10:00 a.m. to 6:00 p.m., 8:00 p.m. to 10:00 p.m. and 5:00 a.m. to 6:00 a.m. Additional visitors may remain in the larger ICU waiting room. All visitors will check in at the nurses’ station and receive a visitor badge that is to be worn during the visit to the patient. Visiting hours may be altered due to extenuating circumstances and/or patient condition. Cardiovascular Intensive Care Unit (CVICU) 8:30 a.m. to 10:00 a.m., 12:00 p.m. to 2:00 p.m., 4:00 p.m. to 5:30 p.m., 8:00 p.m. to 9:00 p.m., and 5:00 a.m. to 5:30 a.m. No children under age 12 permitted. Emergency Room and Same-Day Surgery Unit Limited to two visitors at one time.
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During Your Stay Your Room All inpatient rooms are private.
Your Hospital Bed Hospital beds are electrically operated, and your nurse will show you how to work your bed properly. Your hospital bed is probably higher and narrower than your bed at home. Bedside rails are for your protection. They may be raised at night or during the day if you’re resting, recovering from surgery or taking certain medications. Please do not attempt to leave the bed without having the nurse lower the rails. Press your nurse call button on your bedside control for assistance.
During the Night Please stay in bed after you have been prepared for the night. Strange surroundings and sleeping medications may create a hazard if you get out of bed. For assistance during the night, use your nurse call button.
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Waiting Areas
There are specially designated lounge areas for visitors on each patient floor and on the main floor in the lobby. Specific waiting areas have been designated for families of patients in the Intensive Care Unit, the Emergency Department and Surgery. During certain hours, a volunteer hostess is on duty in the surgery waiting room to keep family members informed about the progress of surgery. The OB waiting area is located outside of the department by the east entrance of the facility
CRMC Recycles
Cookeville Regional is doing its part to recycle in several ways. For visitors, we have several recycling bins available for aluminum cans and plastic bottles. They are located in the North Tower main entrance and in the East Entrance lobby.
Public Restrooms
Please do not use the bathrooms in patient rooms. They are reserved only for patients in order to protect their health. Public restrooms are located throughout the hospital.
Parking
Cookeville Regional Medical Center provides free visitor parking. If you need an escort to your car, please dial 0 to reach the operator and ask to contact a security guard to escort you to your car. The hospital does not assume responsibility for your automobile or items left inside the vehicle.
Room Temperature
All rooms in the hospital are centrally heated and air-conditioned. Each patient room is individually controlled. If your room temperature is not comfortable, please notify the nursing staff.
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For everyone’s health and safety, visitors should not use patient bathrooms. Housekeeping Services
One of Environmental Services, goals is to provide a clean environment for our patients daily. Should you have any concerns or comments, please contact our office at ext. 2672 or tell your nurse to contact us.
Bed Linens
Here at Cookeville Regional, we would like to do our part to conserve our natural resources by conserving water and reducing detergent wastewater that is discharged into our environment. If you would like to participate in our conservation program, your bed linens will be changed every other day unless needed. We will change your bed linens except for the bedspread, which will be changed only if soiled or requested. As always, we automatically change all linens after every patient is discharged or transferred. If you choose not to participate, simply inform the nursing staff, who performs daily bed changes. Thank you for helping us to conserve our natural resources.
Calling Your Nurse
A button to call your nurse is located at your bedside. Your nurse will show you how to operate it. To call for a nurse, simply push the “NURSE” button. A staff member will respond to your signal as soon as possible.
Interpreters
The hospital has access to interpreters for a number of foreign languages should a patient require it. To request an interpreter, please dial 0 for the operator or ext. 2733.
For the Hearing Impaired
Leave Your Valuables At Home If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay. Store your contact lenses, eyeglasses, hearing aids and dentures in your bedside stand when not in use. Please don’t put them on your bed or food tray— they may be damaged or lost. Cookeville Regional Medical Center cannot be responsible for replacement of personal belongings.
A telecommunications device is available to assist hearing-impaired patients or patients who want to communicate with a hearing-impaired relative or friend. Arrangements also can be made to have a person who uses sign language to help a hearing-impaired or deaf patient. Contact Customer Service at 783-2020. www.crmchealth.org 931-528-2541 :
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During Your Stay Newspapers Newspapers may be purchased in the cafeteria, as well as on the first floor in the Surgery lobby.
Fire Safety We periodically conduct fire drills. If you hear an alarm, stay where you are. In the event of an actual emergency, hospital staff will notify you.
Wheelchairs
Wheelchairs are available on all nursing units, but getting in and out of them without assistance may be hazardous. Please ask for help from a member of the hospital staff.
Notary Public
Notary Services are available Monday through Sunday, 8:00 a.m. to 4:30 p.m. Please ask the operator for assistance in obtaining a staff member to assist you.
Telephone
Telephones are provided in all patient rooms, except in the Intensive Care Unit. Your extension may be reached directly from outside the hospital by dialing 783 + 4 + the room number. Example: If your room number is 456, your caller should dial 783-4456. Outside calls are discouraged after visiting hours to ensure you receive proper rest. To place a local call, dial 9 + the number. To dial room to room, dial 4 + the room number. To make long-distance calls, dial 8000 and you will receive an AT&T recording that will walk you through placing a credit card, or collect call. These calls must be charged to your home phone number, credit or calling card or collect to the party you are calling. If you need assistance placing a long-distance call, dial 0 and our operator will assist you. You can call a patient’s room from outside the hospital by dialing 783-4 then the three-digit room number. If a patient is in room 333, for example, you would dial 931-783-4333.
Valuables
If you cannot send your valuables home, please speak with your nurse about storing them in the hospital safe. You will be issued a claim check that you will be required to present upon your discharge to reclaim your valuables. Cookeville Regional Medical Center cannot be held responsible for any valuables or possessions left unlocked or in a patient room. 12
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Medications from Home
Patient Privacy
Patients are encouraged to bring their medications with them from home so the record of what they have been taking is accurate. After the medication list has been obtained, the medications will be sent home with the patient’s family.
Friends and family have the option to email patients through the CRMC website at www.crmchealth.org. The email will be delivered to the patient during normal business hours.
Cookeville Regional is committed to the privacy of our patients but understands that caring friends and family members are eager to know the latest health updates. Please feel free to use CaringBridge.org during your stay with us. This website allows the patient and/or family members to communicate with those who you want updated about your health and condition. This service is completely free and as confidential as you want it to be. Easy instructions are available on the website. If you need assistance, Customer Service may be able to help by calling ext. 2020.
Pastoral Care
ATM
Smoking
Smoking and/or the use of any tobacco products, including electronic cigarettes, is not permitted anywhere in the hospital or on hospital grounds. If you need assistance with smoking cessation, please tell your nurse or physician.
Electrical Devices
Portable heaters, electric blankets, heating pads, coffee makers or other heating devices are prohibited in patient rooms. Any other electrical devices that you may bring into the facility must be in good working order and checked for safety prior to use by Plant Facilities personnel (phone ext. 2588).
If you would like to arrange a visit from a chaplain or to receive spiritual counseling, please contact the operator at ext. 0 or ask your nurse. Your spiritual leader is always welcome to visit you while you are here. Our chapel is located on the second floor of the North Patient Tower at the top of the staircase.
For your convenience, an automated teller machine (ATM) is located in the OB lobby and by the cafeteria.
Mail and Flowers
Volunteers deliver letters and packages for patients each morning. Letters and parcels that arrive after you have been discharged are forwarded to your home. Stamps www.crmchealth.org 931-528-2541 :
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During Your Stay WHERE’S THE CAFETERIA?
LOCATION
First floor Visitors are welcome to dine in the Cookeville Café.
HOURS: Breakfast 6:00 a.m. to 10:00 a.m., Monday through Friday 6:00 a.m. to 9:00 a.m., Saturday through Sunday Lunch 11:00 a.m. to 2:00 p.m., Monday through Sunday Dinner 5:00 p.m. to 7:00 p.m., Monday through Friday Late Night 11:00 p.m. to 1:00 a.m., Monday through Friday Grab and Go Items 6:00 a.m. to 7:00 p.m., Monday through Friday 5:00 p.m. to 7:00 p.m., Saturday through Sunday Grab and Go Late Night 11:00 p.m. to 1:00 a.m., Monday through Friday
and stationery may be purchased in the gift shop. Volunteers deliver flowers to your room. Please keep in mind that large plants and flowers are difficult to deliver and remove upon discharge. Flowers will be delivered by the patient’s legal name that is registered at the hospital. Please note: If you are listed as “no publicity,” any flowers delivered in your name will not be accepted in accordance with patient confidentiality laws.
Patient Meals
Room Service—Dial “FOOD” at ext. 3663. Patients get the food they want, when they want it, prepared just for them. Room Service is the patient dining service program at Cookeville Regional. This service provides a restaurant-style menu and bedside meal service to our patients. Meals are ordered from a special bedside menu. A hospitality assistant will assist patients in making meal choices that are appropriate for any physician-ordered diet. All food is made-to-order, which gives more flexibility. Room Service is designed to handle special or restricted diets and food allergies. Patients are served breakfast, lunch and dinner. Meals may be ordered at any time between 6:00 a.m. and 7:00 p.m. and will be delivered in about 45 minutes. Snacks and supplements between meals, as allowed within diet guidelines, also can be ordered by dialing “FOOD” (ext. 3663) and will be delivered by Food Service personnel. Room service dining represents a revolution in hospital patient dining, and we are proud to offer this service to our patients.
Cafeteria
The Cookeville Café, located on the first floor, offers an array of favorite breakfast, lunch and dinner entrees. Made-to-order omelets, pancakes, waffles, pizza and made-to-order sandwiches and subs are available. The café also offers a salad bar, soups, chicken tenders, wings, burgers, specialty salads, fresh homemade desserts and 14
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pastry items. Short-Order Grill hours are breakfast, lunch, dinner and midnight dinner.
Caffe Siena
Located on the first floor of the North Patient Tower, the Caffe Siena offers a selection of gourmet and specialty coffees including cappuccinos, lattes, mochas and espresso. Call 5282 ( JAVA) for more information. Caffe Siena serves muffins, bagels, fresh fruit and lunch items including sandwiches, chips and fresh baked cookies. A variety of bottled drinks also are available. Hours of Operation: 6:30 a.m. to 5:30 p.m., Monday through Friday
Clinical Nutrition Services
Vending Machines Vending machines offering beverages and snacks are located in the Cookeville CafÊ visitor’s seating area, East Entrance Lobby, Same-Day Surgery Unit, Rehab Center, Cardiac and Pulmonary Rehab, third floor, fourth floor, fifth floor, sixth floor, and visitor lounge areas. They are available 24 hours a day, seven days a week.
The registered dietitians assist patients in meeting their nutritional needs and provide nutrition education on specialized diets. If you have questions regarding your diet or have nutritional needs, please call ext. 2611 or 2160.
Gift Shop
The gift shop, staffed by volunteers, has gift items, fresh flowers, greeting cards, candy, toiletries and balloons. It offers free gift wrapping and gift delivery to patient rooms. Some of the items may be previewed online at www.crmchealth.org. The gift shop phone number is 783-2150. Phone orders are accepted with a credit card. Hours of Operation: 8:00 a.m. to 6:00 p.m., Monday, Tuesday, Thursday 8:00 a.m. to 5:00 p.m., Wednesday 8:00 a.m. to 4:00 p.m., Friday
TV
Televisions are provided in each patient room. Please be considerate of others by keeping the TV volume down and turning off your TV at bedtime. A TV Channel Listing is available on the next page.
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During Your Stay TV Channel Listing 3 CBS -WTVF 4 NBC - WSMV 5 CW - WNAB 6 ABC - WKRN 7 FOX - WZTV 8 PBS - WCTE 9 MyTV - WUXP 10 WGN America 11 Weather Channel 12 ESPN 13 ESPN2 14 FS South 15 SportsSouth 16 SEC Network 17 Fox Sports 1 18 Golf Channel 19 MLB Network 20 NBC Sports Network 21 Fox News Channel
22 CNN 23 HLN 24 CNBC 25 MSNBC 26 TNT 27 TBS 28 FX 29 USA 30 A&E 31 TLC 32 Food Network 33 Oxygen 34 AMC 35 Spike 36 Syfy 37 Bravo 38 History 39 Lifetime 40 Hallmark Channel 41 HGTV 42 GSN 43 TCM
44 TV Land 45 ABC Family/ Freeform 46 Travel Channel 47 truTV 48 Comedy Central 49 E! 50 Disney Channel 51 Nickelodeon 52 Cartoon Network 53 Animal Planet 54 Discovery Channel 55 MTV 56 VH1 57 CMT 58 BET 59 OWN 60 National Geographic 61 Investigation Discovery 62 Univision
Internet Access Patients and guests can access the Internet through CRMC Hospital’s high-speed wireless network, which is available from anywhere in the CRMC Hospital. System Requirements To access our wireless network, you will need: n Your own laptop, PDA, or other wireless-enabled device with a standard Internet browser and WI-FI 802.11 b/g capability. n A proper operating system (Windows, Mac, Linux, Apple IOS, Kindle Fire) Note: A card that displays Wi-Fi approval should perform well. Installation requirements for specific cards vary by manufacturer. Please follow the manufacturer’s recommendations when installing your card. Default settings for most cards are set to accept broadcast SSID (Service Set Identifier). Patients and guests are responsible for technical support of their own personal wireless devices. Some services such as Remote Virtual Private Network (VPN) may not be available.
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FRANCIS BACON
Who questions much, shall learn much, and retain much.
Speak Up! Take charge of your care. During your stay, the doctors, nurses and staff of
your hospital will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns, and don’t be afraid to raise any issues relating not only to your care and treatment, but also to overall hospital services. In the pages that follow, you’ll find a step-by-step guide to making the most of your hospital stay—how to stay safe, get the information you need, ask the right questions and interact effectively with your doctors, nurses and hospital staff.
STEP UP & SPEAK UP SPEAK UP: Ask questions and voice concerns.
Remember:
It’s your body, and you have a right to know.
n
rite down any questions W you have n Choose a support person to communicate with the doctors and staff n K eep a list of doctors you see and the meds they prescribe
PAY ATTENTION: Make sure you’re getting the right treatments and medicines. EDUCATE YOURSELF: Learn about the medical tests you get and your treatment plan.
FIND AN ADVOCATE: Pick a trusted family member or friend to be your advocate or support person. WHAT MEDS & WHY: Know what medicines
Don’t Get Overwhelmed, Write It Down!
you take and why you take them.
CHECK BEFORE YOU GO: Use a hospital, clinic, surgery center or other type of healthcare organization that meets The Joint Commission’s quality standards. PARTICIPATE IN YOUR CARE: You are the center of the healthcare team.
Courtesy of The Joint Commission. www.crmchealth.org 931-528-2541 :
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HENRY H. TWEEDY 1868-1953
Fear is the father of courage and the mother of safety.
Stay Safe You can contribute to healthcare safety. While you are in the hospital, many people will enter your room, from doctors and nurses to aides and orderlies. The following information will help make your hospital stay safe and comfortable.
Employee ID All hospital employees wear identification badges. Feel free to ask any staff member for his or her name and job classification. If you do not see an ID badge on an employee, please call your nurse immediately.
Don’t Be Afraid to Ask… A number of people may enter your hospital room. Be sure to: n Ask for the ID of everyone who comes into your room. n Speak up if hospital staff doesn’t ask to check your ID. nA sk if the person has washed his or her hands before he or she touches you. n I f you are told you need certain tests or procedures, ask why you need them, when they will happen and how long it will be before you get the results. 18
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PATIENT IDENTIFICATION Any time staff members enter your room to administer medications, transport you or perform procedures and treatments, they must check your birth date and name before they proceed. At times, you may be asked the same questions repeatedly. We are aware that this may be annoying. Please understand, however, that this verification process is a critical component in our patient safety program in order to guarantee that all of our patients receive the correct medications and treatments.
Check ID
STAY SAFE
Fighting Infections While you’re in the hospital to get well, there is the possibility of developing an infection. The single most important thing you can do to help prevent infections is to wash your hands and make sure that everyone who touches you—including your doctors and nurses—washes his or her hands, too.
You, your family and friends should wash hands:
1. after touching objects or surfaces in the hospital room 2. before eating 3. after using the restroom It also is important that your healthcare providers wash their hands with either soap and water or an alcohol-based hand cleaner every time, before and after they touch you. Healthcare providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them to wash their hands.
Happy Birthday to You! Wash your hands with soap and warm water for 15 to 20 seconds. That’s about the same amount of time that it takes to sing the “Happy Birthday” song twice.
No Soap? No Problem.
Doctors, nurses and other healthcare providers come into contact with a lot of bacteria and viruses. So before they treat you, ask them if they’ve cleaned their hands.
Alcohol-based hand cleaners are as effective as soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub your hands together. Keep rubbing over all the surfaces of your fingers and hands until they are dry.
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STAY SAFE
Transmission-Based Precautions
These precautions apply to patients known or suspected of having a contagious disease. A sign on the patient’s door will indicate special precautions are required. These three categories are: n Airborne precautions n Droplet precautions n Contact precautions These precautions require other special protective equipment. Your nurse will instruct you on the special requirements used for each type of precaution. Staff, family and visitors must follow these special precautions to protect themselves and other patients in the hospital. The single most important means of preventing the spread of infection is good hand hygiene. Wash your hands or use alcohol hand rub often. Controlling diseases and preventing infections from spreading are more crucial than ever, and doing so begins with measures every individual can take.
4. If you have a catheter in your bladder or vein, tell your nurse if it becomes loose or painful. Also ask each day when it can be removed. 5. Don’t share personal items—such as razor blades, toothbrushes, combs, and hairbrushes—and don’t eat or drink from others’ plates, glasses, or silverware.
Movement Is Life
A Safe Approach to Mobilization During your stay, it is our staff ’s goal to ensure the highest quality of care: n Safe for you n Safe for your caregivers n Consistent with your mobility needs To help protect you and assist in providing a safe environment of care, we may use mechanical lifting equipment and transfer devices with you to assist in your safe transfers or repositioning. Our trained staff will assess and evaluate your mobility needs, explain the use of equipment and remain Here are 5 tips to remember: 1. Insist that your healthcare providers with you during the transfer and/or wash their hands and use gloves. If you repositioning process. have not seen healthcare staff members By using the Safe Patient Handling who care for you either wash their hands equipment with you, we attempt or use alcohol hand rub, ask them to do to facilitate: n Decreased recovery time so. This also applies to visitors. n Restored and/or maintained bowel and 2. T ake prescribed antibiotics exactly as instructed; do not stop taking them bladder function without checking with your physician, n Improved circulatory and even if the medicine makes you feel respiratory function n Improved muscle strength better—or worse. n Improved gait and stability 3. K eep your immunizations—and those n Overall comfort during your of your children—up-to-date. Ask your provider if you need any shots or vaccines. repositioning and/or transfers 20
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STAY SAFE
Know Your Meds While you are hospitalized, your doctor may prescribe medications for you. Be sure that you understand exactly what they are and why they are being prescribed. Use this checklist to help you get the information you need from your doctor: What is the name of the medicine? What is its generic name? Why am I taking this medicine? What dose will I be taking? How often, and for how long? When will the medicine begin to work? What are the possible side effects? Can I take this medicine while taking my other medications or dietary supplements? Are there any foods, drinks or activities that I should avoid while taking this medicine? Should I take my medicine at meals or between meals? Do I need to take the medicine on an empty stomach or with food or a whole glass of water? What should I do if I forget to take the medicine and miss a dose?
KEEP A WALLET-SIZED NOTEBOOK OF ALL MEDICATIONS YOU ARE TAKING.
Preventing Medication Errors By taking part in your own care, you can help the members of your healthcare team avoid medication errors. Here’s how: Be sure that all of your doctors know what medications you have been taking, including prescription drugs, over-thecounter medications, herbal and vitamin supplements, natural remedies and recreational drugs. Be sure that all of your doctors know of any allergies you may have— to medications, anesthesia, foods, latex products, etc. When you are brought medications or IV fluids, ask the person to check to be sure you are the patient who is supposed to receive the medications. Show that person your ID bracelet to double-check. Remember—you play an important role in helping to reduce medication errors.
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STAY SAFE
Preventing Falls Hospital patients often fall because they are weak or unsteady due to illness or medical procedures, their medications make them dizzy, or they’ve been sitting or lying down for too long. Cookeville Regional Medical Center cares about our patients’ safety. Please help us keep you safe by following these guidelines during your hospital stay: n Do not get out of bed by yourself. Your hospital bed is probably higher and narrower than your bed at home, and you can easily fall while trying to get in or out of it. Please use your nurse call button and ask for assistance. n If your bed position or height is moved, ask that it be returned to a safe position. n Keep often-used items—call button, tissues, water, eyeglasses, telephone, TV remote—within easy reach. n Do not walk in bare feet. Wear nonskid socks or slippers. n Make sure your robe or pajamas don’t drag on the floor; they can cause you to trip. n Use the handrails in your bathroom and throughout the hospital at all times. n Ask your nurse to show you how to properly walk with your IV pole, drainage bags or any other equipment. n Be sure your wheelchair is locked when getting in or out of it. Never step on the footrest. n If you see a spill on the floor, report it at once.
DVT: Lower Your Risk Deep-vein thrombosis (DVT) occurs when blood clots form in the legs and block circulation. The clots can lodge in your brain, heart or lungs, causing damage or even death. When you’re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. And be sure to tell your doctor or nurse if you have any of the following warning signs: A leg cramp or charley horse that gets worse Swelling and discoloration in your leg, upper arm or neck Unexplained shortness of breath Chest discomfort that gets worse when you breathe deeply or cough Lightheadedness or blacking out
PATIENTS OF ALL AGES ARE AT RISK OF FALLS BECAUSE OF MEDICATIONS THAT MAY MAKE THEM DIZZY, WEAK OR UNSTEADY 22
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Safety Healthcare safety is a priority at Cookeville Regional Medical Center
like what you usually take, ask why. It might be a generic drug, or it might Everyone has a role in making be the wrong drug. n Do not assume that no news is healthcare safe—physicians, nurses and other staff members. You, as the patient, good news when you have a test or play a vital role in making your care safe. procedure. Ask your doctor or nurse Be an active, involved and informed about when and how you will get member of your healthcare team. Be the results of any tests or procedures. n Do not let anyone give you involved in your healthcare. Should you have any safety or customer service medications without checking your concerns, please call our Customer hospital ID bracelet every time. Service Department by dialing 2020 on This helps prevent you from getting your room phone. someone else’s medications. Research As a patient, you are part of the shows that patients who take part in healthcare team. You have the right decisions about their healthcare are to question anyone who is involved in more likely to have better outcomes. you care. Speak up if you have questions n Make sure your hospital ID bracelet is or concerns. checked before any test or procedures. The tips provided have been compiled While in the hospital, you may be in from a variety of sources, including many departments and seen by many the Agency for Healthcare Research different people. n All members of your healthcare team and Quality and the Institute for Safe Medication Practices. wear name badges that identify who they are and their job title. Tips to Help Prevent In addition, here are some things patients Medical Occurrences and families can do: n When you are admitted to the hospital, n Ask what the probable impact of the bring a list of the medications you are occurrence will be. n Ask for a full explanation of why the taking. If there is not time to make a list, bring the medications. Make occurrence occurred. sure that you include prescription and n Ask to talk to the customer service over-the-counter medicines and dietary representative if you feel your questions are not being answered satisfactorily. supplements such as vitamins and herbs. n I f your doctor prescribes medications n If you have suggestions, share them for you to take while in the hospital, with your care provider. tell your doctor or nurse you want to The staff of CRMC urges patients to know the names of each medication get involved with the care. Please call and the reasons you are taking them. us at 931-783-2020 with suggestions or n Before you take any medicine in the comments. hospital, look at it. If it does not look www.crmchealth.org 931-528-2541 :
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TORI AMOS QUOTES B.1963
Healing takes courage, and we all have courage, even if we have to dig a little to find it.
Do You Have Pain? Manage your pain so your hospital stay is as comfortable as possible.
You are the expert about how you are feeling. Be sure to tell your doctor or nurse when
you have any kind of pain.
To help describe your pain, be sure to report: n When the pain began. n Where you feel pain. n How the pain feels—sharp, dull, throbbing, burning, tingling. n If the pain is constant, or if it comes and goes. n What, if anything, makes the pain feel better. n What, if anything, makes the pain feel worse. n How much pain, if any, your medicine is taking away. n If your medicine helps with the pain, how many hours of relief do you get?
USE THE PAIN RATING SCALE BELOW TO TELL YOUR DOCTOR OR NURSE HOW YOUR PAIN IS AFFECTING YOU.
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Rights & Responsibilities Patient Rights
4. Th e patient has the right to and is The Cookeville Regional Medical encouraged to obtain from the physician Center Board of Trustees affirms that the relevant and current information many activities of the hospital must be concerning diagnosis (to the degree conducted with an overriding concern for known), treatment and any known the patient, and above all, the recognition prognosis in understandable terms. of the patient’s dignity as a human 5. The patient has the right to know the being. CRMC respects the rights of the identity and professional status of patient and recognizes that each patient physicians, nurses and others involved is an individual with unique healthcare in his or her care, as well as when those needs. While ensuring that each patient involved are students or other trainees. is informed of patient rights and that 6. The patient has the right to reasonable, CRMC maintains that each patient enjoys informed participation in decisions these rights, Cookeville Regional Medical involving all aspects of healthcare. The Center also maintains the right to expect patient has the right to receive from the reasonable and responsible behavior on physician information necessary to give the part of patients and their relatives and informed consent prior to the start of friends. any procedure and/or treatment, except 1. The patient will receive impartial access in emergencies. The patient has the to treatment or accommodations that right to make decisions about the plan are available or medically indicated of care prior to and during the course of regardless of race, creed, sex, religion, treatment and to refuse a recommended national origin, physical or mental treatment or plan of care, to the extent handicap, age, or source of payment. permitted by law, and to be informed of 2. The patient has the right to considerate the medical consequences of this action. and respectful care at all times, including In case of such refusal, the patient is the final stages of life. The patient entitled to other appropriate care and has the right to expect reasonable services that the hospital provides or to continuity of care when appropriate transfer to another facility. and to be informed by physicians and 7. The patient has the right to formulate other caregivers of available and realistic advance directives (such as a living patient care options when hospital care is will or a durable power of attorney for no longer appropriate. healthcare) concerning treatment and to 3. The patient has a right to a safe and appoint a surrogate to make healthcare secure environment, free from abuse or decisions to the extent permitted by law harassment. and hospital policy. The provision of care is not conditioned on the existence of an advance directive.
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Rights & Responsibilities 8. The patient has the right to every consideration of personal privacy, to the extent possible. 9. The patient has the right to expect that all communications and records pertaining to care will be treated as confidential. 10. The patient or the patient’s designee has the right to access the information contained within the medical records and to have the information explained or interpreted as necessary, except when restricted by law with proper release. 11. The patient has the right to expect that the hospital will provide appropriate and medically indicated care and services, according to hospital policy, including appropriate assessment and management of pain. 12. When medically appropriate, and legally permissible, and/or when a patient has so requested, a patient may be transferred to another facility. The institution to which the patient is to be transferred must first have accepted the patient for transfer. The patient has the right to complete information and explanation concerning the need for, risks, benefits, and alternative to such a transfer. 13. The patient has the right to obtain information about any relationship of Cookeville Regional Medical Center to other healthcare and educational institutions regarding the patient’s medical care. The patient has the right to obtain information of the existence of any professional relationships among individuals involved in the patient’s care. 26
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14. The patient has the right to consent or decline, without penalty, to participate in proposed research studies or human experimentation and to have those studies fully explained prior to consent. 15. The patient has the right to exercise cultural and spiritual beliefs that do not interfere with the well-being of others. 16. The patient has the right to participate in any ethical issues regarding care. 17. The patient has the right to be informed of hospital policies and practices relating to patient care, treatment and responsibilities. The patient has the right, upon admission, to receive information about rights and responsibilities and about the hospital’s mechanism for the initiation, review and resolution of grievances or complaints. A patient may file a complaint or grievance without compromising care. The patient may file a grievance with the hospital’s grievance system by contacting the hospital Customer Service representatives at 931-783-2020 or 931-783-2733, or the patient may file a grievance with the state agency directly at: Tennessee Department of Health, Bureau of Health Licensure and Regulation Division of Healthcare Facilities, 227 French Landing, Suite 300, Heritage Place Metro Center, Nashville, TN 37243, 877-287-0010. Patients also may contact The Joint Commission by calling 800-994-6610 or by mail to the Office of Quality and Patient Safety, The Joint Commission, One Renaissance Blvd., Oakbrook Terrace, IL 60181. Patients, family
members or consumers may file a written complaint regarding MRI, CT, nuclear imaging, ultrasound or mammography with the ACR at American College of Radiology, Accreditation Program Patient Comments, 1891 Preston White Dr., Reston, VA 20191. El paciente tiene el derecho ser informado de polizas del hospital y practicas en cuanto al cuidado de paciente, tratamiento y responsabilidades. El paciente tiene el derecho al tiempo de estar internado a recibir información acerca de los derechos y responsabilidades y acerca del mecanismo del hospital por la iniciación, repaso y resolucin de motivo de quejas o reclamaciónes. Un paciente sé puede presenter un motivo de queja o un reclamación sin comprometer su cuidado de la salud. El paciente sé puede presenter un motivo de quejas con la sistema del motivo de quejas del hospital por contactando o llamando el Representativo del Servicio del Cliente a 783-2020 o 9312733 o el paciente sé puede presenter un motivo de quejas con la agencia del estado directamente a Tennessee Department of Health, Bureau of Health Licensure and Regulation Division of Healthcare Facilities, 227 French Landing, Suite 300, Heritage Place Metro Center, Nashville, TN 37243. El nœmero de telféono es 877-287-0010. Los pacientes se pueden contactar la oficina de Joint Commission (Comisión de Conjunto de Tennessee) por llamando 800-994-6610 o por correo a la Office of Quality and Patient Safety, The Joint Commission, (Oficina de Vigilando de Calidad, La Comisión de Conjunto,)
One Renaissance Blvd., Oakbrook Terrace, IL 60181. 18. The patient has the right to request and receive an itemized and detailed explanation of the total bill for services rendered by Cookeville Regional Medical Center. 19. The patient has the right to an interpreter when the patient does not speak or understand the predominant language. 20. The patient has the right to the involvement of family and/or legal guardians throughout the course of treatment. 21. The patient has a right to freedom from restraint and seclusion in any form if used as a means of discipline or convenience. 22. The patient has the right to expect that a family member or representative and physician will be notified promptly of the patient’s admission to the hospital. 23. The patient has the right to visitation from family or friends as the patient deems appropriate. 24. The patient has the right to determine who will visit him or her.
Patient Responsibilities
1. The patient has the responsibility to provide, as much as possible, accurate and complete information, present complaints, past illnesses and operations, hospitalizations, medications, advance directives and other health-related matters, as well as to report any unexpected changes in condition. 2. The patient is responsible for communicating understanding of the www.crmchealth.org 931-528-2541 :
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Rights & Responsibilities contemplated course of action and what is expected. The patient is responsible for informing physicians or other caregivers of anticipated problems in following the prescribed treatment. 3. Th e patient assumes responsibility if the patient refuses prescribed treatment or refuses to follow physician’s instructions.
The patient is responsible for following all hospital rules and regulations relative to patient care and conduct, including noise control, number of visitors, and the tobacco-free policy. The patient is expected to be considerate and respectful of the rights and property of other patients and hospital staff.
What Are Your Advance Directives? You have the right to make decisions about your own medical treatment. These decisions become more difficult if, due to illness or a change in mental condition, you are unable to tell your doctor and loved ones what kind of healthcare treatments you want. That is why it is important for you to make your wishes known in advance. Here is a brief description of each kind of directive:
witnessed, notarized, copied and put into your medical record. For finances: You also may want to appoint someone to manage your financial affairs when you cannot. A durable power of attorney for finances is a separate legal document from the appointment of healthcare agent. You may choose the same person for both, or choose different people to represent you.
Advance Care Plan
An advance care plan and appointment of healthcare agent are the legal documents that allow you to give direction to medical personnel, family and friends concerning your future care when you cannot speak for yourself. You do not need a lawyer in order to complete advance directives. Your advance directive documents are scanned into the medical record, and they can be retrieved in the future.
A set of instructions documenting your wishes about life-sustaining medical care. It is used if you become terminally ill, incapacitated or unable to communicate or make decisions. An advance care plan protects your rights to accept or refuse medical care and removes the burden for making decisions from your family, friends and medical professionals.
Appointment of Healthcare Agent
For healthcare: A legal document that names your healthcare proxy. Once written, it should be signed, dated, 28
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What Are Advance Directives?
Your Privacy & Health Information Your Privacy & Health Information
You have privacy rights under a federal law that protect your health information. These rights are important for you to know. Federal law sets rules and limits on who can look at and receive your health information.
Who must follow this law?
n Most doctors, nurses, pharmacies,
hospitals, clinics, nursing homes and many other healthcare providers and their vendors n Health insurance companies, HMOs and most employer group health plans n Certain government programs that pay for healthcare, such as Medicare and Medicaid
What information is protected?
n Information your doctors, nurses and
other healthcare providers put in your medical records n Conversations your doctor has with nurses and others regarding your care or treatment n Information about you in your health insurer’s computer system n Billing information about you at your clinic n Most other health information about you held by those who must follow this law
You have rights over your health information.
Providers and health insurers who are required to follow this law must comply with your right to:
n Ask to see and get a copy of your
health records
n Have corrections added to your health
information
n Receive a notice that tells you how
your health information may be used and shared n Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as for marketing n Get a report on when and why your health information was shared for certain purposes n File a complaint To make sure that your health information is protected in a way that doesn’t interfere with your healthcare, your information can be used and shared: n For your treatment and care coordination n To pay doctors and hospitals for your healthcare and help run their businesses n With your family, relatives, friends or others you identify who are involved with your healthcare or your healthcare bills, unless you object n To make sure doctors give good care and nursing homes are clean and safe n To protect the public’s health, such as by reporting when the flu is in your area n To make required reports to the police, such as reporting gunshot wounds
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Your Privacy & Health Information Without your written permission, your provider cannot:
n Give your health information to your
employer
n Use or share your health information
for marketing or advertising purposes
n Share private notes about your mental
health counseling sessions
Adapted from U.S. Department of Health & Human Services Office for Civil Rights If you believe your health information was used or shared in a way that is not allowed under the privacy law, or if you weren’t able to exercise your rights, you can file a complaint with our CRMC privacy officer or your provider or health insurer. You also can file a complaint with the U.S. government. Go online to www.hhs.gov/ocr/privacy for more information. A separate law provides additional privacy protections to patients of alcohol and drug treatment programs. For more information, go online to www.samhsa.gov.
MyCRMCHealth.org
Patients who visit Cookeville Regional Medical Center now have the advantage of viewing personal health information online via a free, secure Internet portal (MyCRMCHealth.org) from the comfort of their home or office at their convenience. By signing up for the free patient portal, patients will be able to store, view and update all of their health information in one secure place. They also will be able to choose who has access to their health information. When patients are registered at the hospital, they will simply give the registrar a valid email address. The patient will receive an email with a link to the new patient portal, where he or she will be prompted to enter more information in order to receive a username and password. Once completed, the patient will have access to a variety of health information including lab and imaging results through his or her own personal health record. For more information, visit MyCRMCHealth.org.
How do I get copies of my medical records? The medical records department is open to the public Monday through Friday, 8:00 a.m. to 4:30 p.m.
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Preparing to Leave the Hospital Going Home
When your doctor feels that you are ready to leave the hospital, he or she will authorize a hospital discharge. Please speak with your nurse about our discharge procedures. Here are a few tips to make the discharge process run smoothly: n Be sure you and/or your caregiver has spoken with a discharge planner and you understand what services you may need after leaving the hospital. n Verify your discharge date and time with your nurse or doctor. n Have someone available to pick you up. n Check your room, bathroom, closet and bedside table carefully for any personal items. n Retrieve any valuables you have stored in the hospital safe. n Make sure you or your caregiver has all necessary paperwork for billing, referrals, prescriptions, etc.
RN/Case Managers/Discharge Planning
Planning your discharge is important to help you receive necessary care after leaving the hospital. All patients are assigned an RN case manager who will initiate the discharge plan. Discharge planning begins on admission. If you have a question about your discharge plan, please contact your RN case manager. Your nurse can contact him or her for you, or you may dial 0 and ask the operator to contact your RN case manager. On the day of discharge, your physician will write your discharge orders, then your nurse will begin the discharge process. This is to ensure that you have everything you need to complete the healing process at your home. The discharge process may include all or some of the following steps: 1. Th e nurses will need to make an appointment for your next scheduled doctor’s appointment. 2. Y our nurse or pharmacist will review with you your medications and any special discharge instructions. 3. A rrangements may have to be made for medical equipment to be delivered to your home.
When You Are Discharged Your physician determines when you are ready to be discharged. Your physician and nurse will give you discharge instructions and answer any questions you have about managing your treatment and medications once you are home. If you are confused or unsure about what you need to do, what medications you must take or if you have to restrict your diet or activities, don’t be afraid to ask and take notes. Be sure you understand any instructions you have been given before you leave the hospital. Cookeville Regional Medical Center (Highland Rim Home Health) and Cumberland River Hospital offer home health services that are an option for you if your physician orders them. Both agencies provide services to address patient needs in the home. Ask your case manager about home health options if your physician orders it for you after your hospital stay.
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Preparing to Leave the Hospital Contacting Financial Counselors 931-783-2258 Outpatient Registration Department Counselor Karen McNair 931-783-2701 Nirssa Dearinger 931-783-5138
Updating Insurance or Third-Party Payor Information Please review, or have a family member review, the insurance information we have on file for you to ensure we have the most up-todate information. If you need to make changes or additions, please call Patient Financial Services at 931-783-2360. If your stay is related to an automobile accident, an accident at work or if a third party is responsible such as Home Owners Insurance, please contact us with the updated information. If you are uninsured and would like information on how to apply for insurance through the Healthcare Exchange, please contact Patient Financial Services for more information.
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4. Other healthcare providers, such as dietitians, may have to come to your room and review instructions on the diet your physician has ordered for you. 5. Patient transport will be notified to come to your room to escort you to your vehicle. 6. Sometimes it may be difficult for your ride to meet you at the time you are discharged. In this event, you will be moved to the Discharge Center. The Discharge Center is located on the second floor at the east entrance (near the previous location of Outpatient Registration). The nurse at the Discharge Center can assist you during your stay in the Center. Accommodations in the Discharge Center include: n Recliners n Television n Meals n Restroom facilities n Beverages n Telephone services If your family is picking you up at the Discharge Center, they may pull up under the canopy of the east entrance and ring the intercom to let the staff know that they have arrived. You then will be taken to your awaiting car. The Discharge Center is open from 8:00 a.m. to 8:00 p.m., Monday through Friday. We look forward to assisting you in the discharge process. The nursing staff will expedite your discharge as quickly as possible. We ask that you please be patient with us so that we may complete the discharge process to ensure you have received proper instructions regarding your care. Thank you for your patience and understanding.
Financial Arrangements
Arrangements for payment of your hospital costs must be made at the time of your admission. If you anticipate difficulty in financing your hospitalization, please speak to one of our financial counselors by visiting or calling Patient Financial Services at ext. 2360 from 8:00 a.m. until 4:30 p.m., Monday through Friday, to make necessary arrangements prior to your admission. The hospital offers an indigent program for low-income families. Your hospital account is payable in full, less any estimated insurance credit, at the time of your discharge
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unless prior arrangements are made with one of our financial counselors. Patient Financial Services also accepts all major credit cards. Check and credit card payments may be made by phone 24 hours a day at 866-266-5198. You may be visited by a financial counselor during your stay to discuss payment options.
Insurance Company Numbers:
Hospitalization Insurance
Aetna Number on Insurance Card
Unless hospitalization insurance information has been obtained through our pre-admission process, you should bring your insurance identification card with you when you are admitted. Please bring your photo ID or expect a photo to be taken. The hospital honors the policies of most insurance companies and will be happy to process the necessary papers for you. Insurance arrangements should be obtained upon admission to enable us to file your insurance. Your policy is a contract between you and your insurance company, and the hospital has no control over the provisions, coverage or benefits. Although the hospital will cooperate to expedite your claim, you remain ultimately responsible for your hospital account. If your insurance company does not pay the hospital within 90 days, the account will be billed to you for payment.
Medicare 800-633-4227 Blue Cross 800-924-7141
United Healthcare 800-695-1273 Cigna 800-244-6224 Health Smart 866-869-5597 Humana/Tricare 800-448-6262 Healthspring 888-501-3965
Contacting Patient Financial Services
Fourth floor of the Professional Office Building 8:00 a.m. to 4:30 p.m., Monday through Friday Office: 931-783-2360 Fax: 931-528-0367 Toll Free: 866-258-3752 www.crmchealth.org Other Physicians You may receive a bill from: n Volunteer Medical Group: 931-783-2334 n CARES-Division of Hanger Orthopedics: 866-867-1377 n Cookeville Pathology: 931-528-2836 www.crmchealth.org 931-528-2541 :
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Preparing to Leave the Hospital Medicare and TennCare
n Cookeville Cardiac Anesthesia/Dr. Clemons:
Medicare and TennCare patients should be aware of some services and benefits that are not covered by the program. They are as follows: 1. Admission deductibles and co-insurance, if any. 2. Take-home medications and oraladministered drugs. 3. Most dental services. 4. Personal convenience items such as longdistance phone calls, visitor meals, etc.
n Dr. Bruce Johnson, Cardiac Anesthesiology:
Need Help? If you are in need of assistance with your hospital bill, call Patient Financial Services at ext. 2360 Monday through Friday from 8:00 a.m. to 4:30 p.m.
Obstetrics You and your baby must have individual discharge orders from the physician involved before leaving the facility.
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866-893-1985 888-788-4667
n Cumberland Imaging Assoc.: 800-391-1392
n Upper Cumberland Anesthesia: 931-528-7877 n Cookeville Regional Medical Group:
931-783-5857
n Upper Cumberland Oncology/Dr. Sydris: 931-783-2086
Frequently Asked Questions
When can I expect a statement for my services? If you are covered by insurance, you will not receive a bill until after your claim has been processed by all of your insurance companies. If you do not have insurance, you will receive a bill about five days after you have been to the hospital. If I have insurance, why would I still have a balance? Insurance only pays for a portion of your services. You may have a deductible, co-insurance or non-covered services amount to pay. What is a non-covered service? Due to exclusions in your insurance policy, some services may not be covered, specifically cosmetic surgery, dental procedures and outpatient medicines for Medicare patients. These medicines also are known as non-covered oral medications. If you are a Medicare patient, you may find more information in your Medicare handbook or by calling 800-633-4227. What if I don’t agree with the charges on my bill? If you don’t agree with the charges, you may contact the Patient Financial Services department for an audit of your account. Your charges will be double-checked for accuracy.
: www.crmchealth.org 931-528-2541
Why do I get bills from different physicians when I have a visit at the hospital? Even though your services were performed here at the hospital, your physician will send you a separate bill for his or her services. This may include the Emergency Room doctor, the radiologist, pathologist, anesthesiologist, hospitalist or any other physician who may have provided services during your visit.
Payment Options
1. Payment in full with cash, check, credit or debit card CRMC accepts all major credit and debit cards. We also accept your medical spending plan cards. 2. Check by phone For your convenience, we now offer check by phone payments. Don’t have a stamp? Running late on your payment? No problem, just give us a call and we can accept your check payment right over the phone. 3. Financial Counseling To better serve you, our patient, it is our pleasure to offer financial counseling for your services. We know that sometimes it can be a challenge to pay an unexpected hospital bill. Please come in and let us review your finances and see what we can do to help you meet your medical obligations. If you would like more information, please call the Patient Financial Services department between 8:00 a.m. and 4:30 p.m. Monday through Friday at 931-783-2360. Hospital Cashier The hospital cashier is located on the first floor of the North Patient Tower in the main lobby (inside Patient Registration). Hours are Monday through Friday from 8:00 a.m. to 4:30 p.m.
What is the difference between an inpatient stay and an outpatient observation stay? Even though you have been admitted to the hospital and assigned a room, your hospital stay may be classified as an outpatient stay. This is sometimes called an observation stay. Your insurance company has guidelines about what qualifies as inpatient or outpatient based on your diagnosis and other factors. If you have questions or concerns about how your stay is classified, ask your physician or the nurse in charge of your care.
What if I have concerns about my insurance information being correct? You may call our Patient Financial Services department with any insurance questions you may have.
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CRMC Outpatient Pharmacy As a convenience for patients being discharged from the hospital, Cookeville Regional Medical Center will offer the services of an outpatient pharmacy to provide you with your first initial supply (up to a 30-day supply) of your medications, as ordered by your physician. Future refills will be transferred to the retail pharmacy of your choice. If you choose, the Outpatient Pharmacy staff can fill and deliver your discharge medications to your bedside before you leave, or you (or a family member/caregiver) can pick up the medications at the Outpatient Pharmacy (see location below).
Who is eligible to receive medications from the CRMC Outpatient Pharmacy? n Inpatients being discharged home from the hospital
n Patients being discharged from the Emergency Room with a new prescription(s) n Patients being discharged from Same-Day Surgery with a new prescription(s)
How can I get my prescriptions filled in the CRMC Outpatient Pharmacy?
Your nurse will provide you with information and a form for you to complete. The medications then will be delivered to you at your bedside or you may pick them up at the Outpatient Pharmacy. This program is optional and is offered for your convenience. Please note that you have the right to select any pharmacy you wish to provide medication(s) prescribed by your physician. If you need more information, please feel free to contact a pharmacist at ext. 2552.
Payment
Prescriptions filled at the Outpatient Pharmacy must be paid for with cash, credit/ debit card or check. Insurance co-pays apply at this pharmacy like they do at your retail pharmacy.
Outpatient Pharmacy Hours:
Monday through Friday, 7:30 a.m. to 5:30 p.m.
Where is the Outpatient Pharmacy located?
It is located on the second floor inside the east entrance across from the glass elevator. Please keep in mind that future refills will need to be filled at a retail pharmacy of your choice. The CRMC Outpatient Pharmacy is only available to patients upon discharge.
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: www.crmchealth.org 931-528-2541
For the Caregiver Your role as a patient advocate.
CAREGIVER...
know what condition your loved one is being treated for.
patient’s rights Know your patient’s rights and responsibilities (see page 25).
advance directives Know whether or not your loved one has an advance directive and if so, what it specifies (see page 28).
While your loved one is in the hospital, who will
speak up for him or her? You can, by being the patient’s advocate—the person who will help the patient work with doctors, nurses and hospital staff. To help your loved one make the best decisions about his or her care and treatment, follow the advice in the caregiver list at right. While you are making sure that your loved one’s needs are being met, don’t neglect your own. Caregiving is a stressful and time-consuming job. You may neglect your diet, your normal exercise routine and your sleep needs. You may find that you have little or no time to spend with friends, to relax or to just be by yourself for a while. But downtime is important. Don’t be reluctant to ask for help in caring for your loved one. Take advantage of friends’ offers to help and look into local adult daycare programs. Find out more about how you can ease the stress of caregiving at www.caregiver.org.
ask questions If your loved one is too ill or reluctant to ask questions, make note of his or her concerns and any you may have, and don’t be afraid to speak up (see Speak Up! on page 17).
help track medications Your loved one may be prescribed medications while in the hospital and may be seen by several doctors. Keep track of it all in a wallet-sized notebook.
what’s next? Will your loved one need home care or care at another facility? Ask to speak with a case manager to find out what your options are.
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Your Hospital Team The Medical Staff
The physician who admits you is responsible for directing your care while you are in the hospital. Your physician, as the coordinator for your treatment program, should be consulted if you have questions about your illness.
The Nursing Staff
A team of professional registered nurses, licensed practical nurses and patient care assistants provides 24-hour nursing care. A nurse director is responsible for directing and coordinating nursing care on each unit. Please feel free to contact your nurse or the nurse director if you have questions or concerns.
Hospitalists
Cookeville Regional is staffed with hospitalists—experienced doctors who are experts in hospital medicine and whose sole focus is inpatient medicine. Hospitalists are in the facility 24 hours a day, seven days a week, to ensure seamless, continuous care. Patients who see a hospitalist are those patients whose primary care doctor does not practice inpatient medicine, as well as those patients without a primary care doctor. The use of hospitalists are a growing trend nationwide due to the increasing difficulty for primary care physicians to practice inpatient and outpatient medicine. Nationally, many hospitals utilize hospitalists who turn over care to the patient’s primary care physician after discharge from the hospital. Communication between hospitalists and primary care providers is crucial, and great emphasis is placed on making sure appropriate information is given to the primary care providers so that continuity of care is maintained.
to the spiritual, as well as the physical and emotional needs of each patient. Several area ministers are members of the hospital’s Chaplaincy program. If you would like to arrange a visit from a chaplain or to receive spiritual counseling, please contact the operator at ext. 0 or ask your nurse. Your spiritual leader always is welcome to visit you while you are here.
Dietitians
The registered dietitians assist patients in meeting their nutritional needs and provide nutrition education on specialized diets. If you have questions regarding your diet or have nutritional needs, please call ext. 2611 or 2160.
Social Workers
Social workers are assigned to each patient care area and are trained to help patients and family members deal with financial, social and emotional problems that relate to illness or hospitalization. Members of the department work with patients and families to help deal with long-term illnesses and rehabilitation and are involved in discharge planning.
Customer Service
The Cookeville Regional Medical Center (CRMC) team of healthcare professionals extends to you a warm welcome. We thank you for choosing us as your healthcare provider, and we want you to know that each member of our team cares about your needs and concerns, as well as those of your family. From the moment you enter CRMC, we want you to feel that you are among friends. From our volunteer staff to our clinical and non-clinical staff, as well as our administrators, we all are working to make your stay here as pleasant as possible. Pastoral Services Our goal at CRMC is to exceed your Cookeville Regional Medical Center believes expectations by providing you with excellent that total patient care demands attention 38
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Your Hospital Team service. If at any time you feel that the care, service or assistance you are receiving does not meet your expectations, please let someone know immediately. Feel free to contact Customer Service by calling ext. 2020 while you are here to discuss any concerns or needs you have. On evenings and weekends, the nursing supervisor is available to address your concerns by calling the operator, ext. 0, from any hospital phone. The staff is totally committed to using all of our resources to serve the healthcare needs of our patients and their families, as well as others in our community, satisfying them to the extent possible. We encourage you to participate in the survey process upon discharge. Professional telephone interviewers now conduct our patient satisfaction survey, and we sincerely appreciate your participation. If you have any concerns or questions during your stay, we are here to assist.
Cumberland River Senior Care
Located in Celina, Senior Care is an eightbed geriatric psychiatric inpatient program that offers emotional and behavioral health services for older adults. It is designed for older adults who are having difficulty coping with the changes that aging brings and may be experiencing depression, confusion, anxiety, thoughts of self-harm, hallucinations, agitation, paranoia and aggression. Referrals and admissions are accepted 24 hours a day, seven days a week. Referrals may come from physicians, other healthcare providers, nursing care centers, family members and even patients themselves. For more information, call 1-800-777-8553.
but not well enough to return home. Therapies include rehabilitation for patients who have had a stroke, surgery, hip or knee replacement; IV medication therapy; and strength training after a lingering illness or prolonged hospitalization. If you need skilled rehabilitation services, ask your case manager about available options.
Volunteers
Volunteers contribute many hours of service and financial assistance to the hospital. They supplement the services of the hospital staff in many ways and can be identified by their name tags. If you would like to volunteer, please contact our Volunteer Services office at 783-2740.
Therapists
Respiratory, physical, occupational and/or speech therapists may visit you during your hospital stay, if your physician has ordered therapy for you.
Other Healthcare Professionals
Also, during your stay, many other healthcare professionals, including personnel from the Laboratory and Imaging Department, may visit you. In addition, the Cookeville Regional family includes many behindthe-scenes workers, such as accountants, engineers, secretaries, food service workers and others who contribute greatly toward your well-being while you are here.
Plant Facilities
We want your stay with us to be as comfortable as possible. If your thermostat is not working correctly, or if you have any trouble with your television, lighting, plumbing, etc., please do not hesitate to call Cumberland River Skilled Nursing ext. 2588. We will be happy to send someone Cumberland River Hospital’s skilled as soon as possible. After 4:00 p.m., or on nursing unit is designed to facilitate skilled weekends or holidays, just press 0 and ask the rehabilitation care for patients that are well enough to leave the acute care hospitalization operator to page Plant Facilities. We are here to serve you. www.crmchealth.org 931-528-2541 : 39
Resources Lifeline
Lifeline is an easy-to-use medical alert service designed to reduce the risk of living alone. In the event of a fall or emergency, help is available at the push of a button. The Lifeline personal help button connects you to a trained personal response associate who can send help quickly—24 hours a day, seven days a week. Our CRMC Lifeline program services 11 surrounding counties. If you would like more information on Lifeline, please call 783-2693.
Club 50 Plus
Caregiver Resources
www.aoa.gov Caregiver resources from the Administration on Aging www.caregiving.com Online support groups and articles on caregiving Eldercare Locator 800-677-1116 www.eldercare.gov Help with locating aging services throughout the U.S.
The Club 50 Plus program is dedicated to promoting healthy lifestyles to adults age 50 and over. We provide members with health education programs, referral services, preventive health screenings, and activities. Our members enjoy all of these services and more! Membership is free! If you would like more information about Club 50 Plus, please call 783-2660.
800-MEDICARE www.medicare.gov—then search for caregivers Official U.S. government site for people with Medicare
Find-A-Physician
Caregiver Action Network 202-454-3970 www.caregiveraction.org Support for caregivers of chronically ill, aged, or disabled loved ones
We have more than 200 physicians and specialists ready to serve your healthcare needs. They provide care in over 40 specialties, and they represent some of the finest, most caring, best-trained physicians in the country. If you need assistance in finding a physician, please call 783-2571 or toll free 877-377-2762 (877-DRS-CRMC).
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: www.crmchealth.org 931-528-2541
National Alliance for Caregiving www.caregiving.org Support for family caregivers and the professionals who serve them
tntech.edu/graduatestudies/degrees
Working TogeTher For a BeT Ter CommuniTy Tennessee Tech university and Cookeville regional medical Center share a common goal of improving the health of both individuals and communities alike by educating and employing the best nurses in our region. Whether you are a student seeking a nursing degree for your initial career choice or a student entering nursing for a career change, Tennessee Tech’s Whitson-hester School of nursing has you covered with our undergraduate Bachelor of Science in nursing program or any of our rn to BSn options. Tennessee Tech also offers advanced educational opportunities for current rns seeking a master’s degree in nursing. Treat your career as well as you treat your patients with our flexible, affordable and online graduate level programs. TTu’s master of Science in nursing offers nurses the chance to learn more and advance in their careers.
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nursing education
nursing informatics
nursing administration
Family nurse Practitioner
dies m master of Professional Stu
healthcare administration
Family issues hit close to home.
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ince its 1971 founding in Murfreesboro, NHC has grown to provide a spectrum of health care services throughout the Cookeville area and the United States. Today, in our centers and our patients’ homes, we are providing a high level of quality and loving care to all our families. Visit NHCcookeville.com to explore our full range of services. To learn more about our homecare services, visit MyNHChomecare.com . Discover a new way to schedule your rehab care at NHCPriorityReservation.com.
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