Piedmont Medical Center - Patient Guide by Piedmont Medical Center

OUR MISSION: To deliver exceptional healthcare to every person we have the privilege to serve.

WHILE YOUâ&#x20AC;&#x2122;RE WITH US An information guide

Your Personal Patient Journal included DATES OF SERVICE:

BUILDING A HEALTHIER COMMUNITY

in your own backyard! NAMED SOUTH CAROLINA DISTINGUISHED HOSPITAL OF THE YEAR by the South Carolina Department of Health and Environmental Control

AWARDED “A” GRADE BY HOSPITAL SAFETY SCORE/ THE LEAPFROG GROUP Visit hospitalsafetyscore.org to learn more.

FALL 2013 SPRING 2014

HOSPITAL

PIEDMONT MEDICAL CENTER SAFETY SCORE

The Hospital Safety Score issues A, B, C, D or F grades to all U.S. hospitals based on how safe they are for patients. During the Fall 2013 grading period, the publicly available data showed that this hospital had patient safety procedures in place that exceeded the standards of other medical institutions.

DESIGNATED AS A CENTER OF EXCELLENCE IN MINIMALLY INVASIVE GYNECOLOGY™

Visit myPMC.com to learn more. For a full list of our providers, visit myPMCnetwork.com.

Scan the QR code to download the Hospital Safety Score App and see the scores of other nearby hospitals. You can also see this hospital’s complete dataset at www.hospitalsafetyscore.org

ABOUT US

Welcome, Mission, Vision. . . 2

Values, Our Services. . . . . . . 3

PREPARING FOR YOUR HOSPITAL STAY Pre-Registration. . . . . . . . . . 4

Patient Access . . . . . . . . . . . 4

Consent Forms . . . . . . . . . . 4

Identification. . . . . . . . . . . . 4

Upon Admission . . . . . . . . . 5

What to Bring to the Hospital. . . . . . . . . . . . . . . . 5 Valuables. . . . . . . . . . . . . . . 5 Parking . . . . . . . . . . . . . . . . 5

Advance Directives. . . . . . . .6

The Living Will. . . . . . . . . . . 6

VISITING HOURS AND INFORMATION

Flexible Visiting Hours . . . . . 6

Visiting Guidelines. . . . . . . . 7

Patient Visitation Rights . . . . . . . . . . . . . . . . . 7

Discharge from the Emergency Department. . . 11 BILLING AND FINANCIAL INFORMATION

Paying Your Bill . . . . . . . . . 11

Upon Admission . . . . . . . . 12

Financial Forms. . . . . . . . . 12

Billing Procedure. . . . . . . . 12

Financial Assistance Programs. . . . . . . . . . . . . . 13 REQUESTING YOUR MEDICAL RECORDS Frequently Asked Questions . . . . . . . . . . . . . 15 GENERAL HOSPITAL INFORMATION Important Phone Numbers. . . . . . . . . . . . . . 15 Food and Nutritional Information. . . . . . . . . . . . 16 Piedmont Retail Pharmacy . . . . . . . . . . . . . 16 Tobacco-Free Campus. . . . 16

DURING YOUR STAY

Safety and Security . . . . . . 17

Take an Active Role in Your Care. . . . . . . . . . . . . 8

Cell Phones . . . . . . . . . . . . 17

Free Wi-Fi Available . . . . . . 17

Calling Your Nurse. . . . . . . . 8

Public Restrooms. . . . . . . . 17

Your Room. . . . . . . . . . . . . . 8

Pastoral Care. . . . . . . . . . . 17

During the Night. . . . . . . . . 9

OUR COMMITMENT TO QUALITY

Your Hospital Bed and Bedside Table . . . . . . . . 9 Medications. . . . . . . . . . . . . 9

Pain Management. . . . . . . . 9

At Your Request Room Service Dining. . . . . 10

Patient Satisfaction . . . . . . 17

Measuring Your Satisfaction . . . . . . . . . . . . 18 Nationally Recognized for Excellence in Care. . . . . . . 18

Television. . . . . . . . . . . . . . 10

FROM YOUR NURSING TEAM

Interpreters and Special Needs . . . . . . . . . . 10

Bedside Nursing Report. . . 19

Purposeful Rounding. . . . . 20

GOING HOME

PATIENT JOURNAL. . . . . . . 20-32

Discharge from Inpatient Care. . . . . . . . . . 11

Welcome

At Piedmont Medical Center, we believe in providing a healing environment centered on patient safety, clinical excellence and customer service. We are dedicated to treating each patient like a member of our family and providing services that complement the varying needs of our community. Piedmont Medical Center has long been committed to investing in the latest technologies and clinical quality. We were honored to receive the South Carolina Distinguished Hospital of the Year award in 2010 and again in 2013 from DHEC for our cardiac and stroke care. We received an “A” Hospital Safety Score from the Leapfrog Group for 2013. Piedmont has been designated as an Accredited Chest Pain Center by the Society of Chest Pain Centers and has received Gold Plus designations from the American Heart Association in both stroke and heart failure. The Joint Commission has granted us advanced certification in stroke and heart failure as well. While you may think you have to travel to receive such comprehensive healthcare, it’s actually right here in your own backyard. We have prepared this Patient Handbook to answer your questions and to help you become familiar with the hospital. We realize that a hospitalization is not usually an eagerly anticipated event. Our staff is dedicated to making your stay as pleasant and comfortable as possible. Please feel free to ask questions of the staff or let us know if you have any suggestions as to how we can help you. We continually strive to improve our services, and your feedback is important. If you need immediate assistance during your stay, please call the nurse manager’s number on the white board in your patient room or dial x. 6173 from any hospital phone or 803-323-6173 from your cell phone to reach the House Supervisor. You may also email feedback to pmc.feedback@tenethealth.com or write to us at: Piedmont Medical Center, Attention: Community Relations 222 S. Herlong Avenue, Rock Hill, SC 29732 We know that you have many options when it comes to your health, and we would like to thank you for making us your hospital of choice.

Mission

To deliver exceptional healthcare to every person we have the privilege to serve.

Vision

To be your premier healthcare system.

Values

Honesty – Do the right things for the right reasons Excellence – Do our best every time, every day Accountability – Acknowledge and assume responsibility Respect – Treat everyone as we would want to be treated Teamwork – Support each other to find and create solutions

Our Services

Piedmont Medical Center offers a comprehensive array of services to meet the healthcare needs of the community: • Accredited Breast Imaging and 3D Mammography • Accredited Chest Pain Center with PCI • Accredited Radiology and Diagnostic Imaging Services • Bariatric Surgery • Behavioral Health Services • Cancer Care • Cardiac Care-STEMI equipped and Electrophysiology Lab • Cardiac Catheterization • Cardiac Intensive Care • Cardiac Rehabilitation • Cardiovascular Telemetry Unit • Chest Pain Observation Unit • Certified Stroke Center • Community Classes • Diabetes • Emergency Medical Services • Endoscopy Services • General and Minimally Invasive Surgery Services • Heart & Vascular Services • Infusion Center • Maternity and Women’s Services • Neuroscience Services • Open Heart Surgery Program • Orthopaedics • Pain Management Services • Pediatrics • PET/CT • Pharmacy • Rehabilitation Services • Sleep Center • Support Groups • Wound Care Services

PREPARING FOR YOUR HOSPITAL STAY Pre-Registration

Completing the pre-registration process before the day of your admission helps to streamline the steps when you arrive at the hospital. We will send you directly to a Patient Access representative who will gather any documents we asked you to bring and then send you for the care or procedure you need.

Patient Access

Piedmont Medical Center provides inpatient, outpatient and emergency room care and services to all patients on a nondiscriminatory basis without regard to age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression. Upon your arrival to the hospital (for inpatient or outpatient services), a patient access representative will assist you with the completion of consent forms and verification of your insurance coverage, all of which are necessary for your treatment to begin. Most insurance companies require pre-admission certification. In the emergency department, patients are triaged by the clinical staff. Once the patient has been stabilized, a registrar will obtain insurance information and assist in completion of consent forms.

Consent Forms

When you are admitted, you will be asked to sign a consent form giving us permission to perform routine care. We are required to make sure you fully understand all the risks and benefits associated with any procedures that may be part of your treatment. If you are unable to sign or are a minor, we will ask the appropriate next of kin to sign. Of course, in an extreme emergency, we may have to proceed without permission in order to provide the best possible care. We always want you to feel confident about the care you receive, so please feel free to ask questions. We will be happy to take the time to explain.

Identification

When you are admitted to the hospital or are seen in the emergency department, you will be given an identification wristband that must be worn at all times. The ID band provides positive identification to all those who serve you. You will then be escorted to your room or directed to the department that is expecting you. Please note that minors must be accompanied by a parent or legal guardian.

Upon Admission

All patients at Piedmont Medical Center must be registered. This is necessary for medical records as well as insurance and billing information. To ensure there are no delays, all emergency patients will be provided with a medical screening exam prior to obtaining billing and insurance information.

What to Bring to the Hospital

We suggest you bring only the essential items you will need during your stay. In the hospital, you may wear either your own pajamas or a patient gown that we provide. Other essential items are: • Insurance cards, authorization forms from your insurance carrier, social security number, driver’s license or other form of ID • Pajamas, bathrobe and slippers • A list of all medications you are currently taking, including dosage and frequency • A living will or other advance directive, if you have executed these documents • Eyeglasses, dentures or hearing aids (If you use these items, please be sure they are kept in properly labeled containers. Do not leave any of these items on your bedside table or meal tray, as they may be lost or damaged.)

Valuables

We strongly recommend leaving all valuables at home. The hospital cannot accept responsibility for personal items or valuables left in your room. If you have valuables such as jewelry or cash, please give them to a relative or friend to take care of during your stay. If you cannot send valuables home, you may store them in our safe while you are here. You will be issued a receipt, which you must use to reclaim your valuables when you leave. For more information, please speak with your Nurse.

Parking

Parking for family members and visitors is provided in large lots in front of the main entrance, the Heart & Vascular Center entrance and the Women’s Tower entrance. Patients and visitors are asked not to park in the reserved areas or in the semi-circular drives under the canopies at the front of the hospital, the emergency room or the Women’s Tower. These areas are used for patient admitting, discharge, dropping off and picking up only.

Advance Directives

Advance Directives are written instructions you give regarding your treatment should you be unable to speak for yourself. The Durable Power of Attorney for Healthcare allows you to designate someone to speak for you if you become unable to make decisions about your care. Upon admission, adult patients are asked if they have a current Advance Directive. If so, the directive is placed in the patient’s medical record. If not, an informational pamphlet and form are available. Request for the pamphlet and form may be made through our Patient Access Department at 803-909-5969. You are not required to have an Advance Directive in order to receive care.

The Living Will

The Living Will tells your healthcare team exactly what your wishes are in the event you have a terminal illness or have been unconscious for 90 consecutive days. • The Living Will gives direction about medical procedures, life support, food, nutrition and hydration once your doctor documents your terminal illness in your medical record. • The Living Will goes into effect six hours after your doctor documents the diagnosis of a terminal illness in your medical record. • You may use the standard South Carolina form to complete your Living Will, or you may have an attorney assist you in writing the document. The Living Will must be signed by two witnesses, one of whom must be a notary. If you are in a hospital or nursing facility, state law requires that an ombudsman from the governor’s office serves as a witness. • You must be 18 years or older to sign a Living Will.

VISITING HOURS AND INFORMATION Flexible Visiting Hours

At Piedmont, we believe in a collaborative approach to care that allows our patients and their loved ones an opportunity to work closely with our healthcare team. We are pleased to offer flexible visiting hours and believe that the presence of our patients’ loved ones contributes to the overall healing process. Our flexible, 24hour visiting program considers the needs of the patient, loved ones and healthcare providers and is tailored around them.

During the flu season, visitation may be limited or completely suspended throughout the hospital depending upon the level of flu activity occurring in the community or within the facility. Piedmont reminds anyone with a cold, cough, fever or other flu-like symptoms to please remain at home and not visit patients.

Visiting Guidelines

Family and friends are important to a patient’s recovery. So are periods of uninterrupted rest. To make recovery as comfortable as possible, please observe the following when visiting patients: • First-time visitors should check in at the front desk for patient location. • Visits should be kept short—around 20 minutes. • People with colds, sore throats, flu and/or contagious diseases should not visit patients. • Two visitors are permitted in a room at any one time. • Food is not always an appropriate gift. Please ask the patient’s care provider about dietary restrictions before bringing any food or drink to a patient. • Flowers are not permitted for patients in Critical Care units and some oncology patients may not be permitted to have flowers. Please check with the nurse. Additional visitor restrictions may be necessary when requested by the patient, by the physician, for a legal reason, or for patient health and safety.

Patient Visitation Rights A patient has the right to receive visitors who they designate including, but not limited to their spouse, domestic partner (including a same-sex domestic partner), family member or friend. It is also their right to withdraw or deny any consent for visitation at any time. A patient has the right to designate visitors who shall receive the same visitation privileges as the patient’s immediate family members, regardless of whether the visitors are legally related to the patient. Visitation will not be denied based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression of the patient or visitor.

DURING YOUR STAY

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.

Take an Active Role in Your Care

At Piedmont Medical Center, patient safety is our top priority. During your stay as a patient, you will meet many healthcare workers, including your doctor, nurses, case managers and dietitians. We require that all physicians and employees of the hospital wear ID badges to help you recognize who is taking care of you. As a patient, you are the center of the healthcare team, and we ask that you take an active role in your care. There are a few specific things you can do to help us serve you better. • Tell your doctors and nurses as much as you can about your medical history. Let them know about any allergies to food or medicine you may have or any advance care planning you have completed. • Tell your nurses about any medication you are taking, including over-the-counter medicine, eye drops, herbs and vitamin supplements. • If you are scheduled for a surgical procedure, make sure you know what surgery you are going to have, and confirm this with the doctor and those involved in prepping you. • If you don’t understand why you are being given certain medications, be sure to ask. If you are given a new medication that you were not informed about, it’s okay to ask questions.

Calling Your Nurse

To call your nurse, use the button located at your bedside. When you press the button, the nursing station is alerted that you need assistance. A staff member will respond to your signal as soon as possible. Our commitment and response to your needs are very importance to us. If your call bell is not answered within 2 minutes, please call again.

Your Room

Please let us know if you have any concerns with your room; we would like for you to be as comfortable as possible during your stay. If you have issues with the cleanliness of your room, please contact the Environmental Services Department at x. 6131 or 803-323-6131 from your cell phone.

Any other questions, including those regarding linen changes, room temperature and equipment, can be addressed with your nurse.

During the Night

Please stay in your bed after you have prepared for sleep. Strange surroundings and sleeping medications may cause you to injure yourself if you get out of bed. For assistance during the night, please use your call button to contact the nursing staff. Call, don’t fall!

Your Hospital Bed and Bedside Table

Your hospital bed is electrically operated, and your nurse will show you how to adjust it properly. The bed is also equipped with side rails for your safety, if needed, to prevent injury while you are asleep. Your bedside table contains several drawers for storage. If you wear glasses and/or dentures, please keep them in the drawer of the table to protect them. Please do not put them on meal trays or on your bed.

Medications

Medications that you take while you are hospitalized are prescribed by your physician, dispensed by the hospital pharmacy and administered by a nurse. Medications dispensed by the hospital pharmacy meet the Food and Drug Administration’s requirements for clinical effect, therapeutic equivalence and safety. For safety reasons, patients are not permitted to keep medication for selfadministration in their room.

Pain Management

Patients sometimes experience pain, and it can affect how you feel physically, mentally and spiritually. Only you know when you have pain and what it feels like. The staff at Piedmont Medical Center is committed to pain prevention, pain management and pain education. Therefore, be sure to tell your doctor or nurse when you have pain. Your nurses and doctors will also ask you about your pain because they want you to be comfortable, and pain can be an indication that something is wrong. Pain that doesn’t go away, even after you take pain medication, may be an indication that there is a problem. Only by working together can we provide you with the best possible pain relief. You are the key to getting the best pain relief. Don’t worry about being a bother; your medical team needs to know about your pain. Ask for pain medications when pain first begins. Don’t wait until you can no longer endure the pain. You may be asked to rate your pain on a scale of “0” to “10” with 0 being “No Pain,” 5 being “Moderate Pain” and 10 being “Worst Pain Imaginable.” Reporting pain helps the doctors and nurses

know how your treatment is progressing and whether or not changes need to be made.

At Your Request Room Service Dining

To help ensure that your stay is as pleasant as possible, we have developed At Your Request Room Service Dining to give you greater control over what and when you eat. When to Order You may order any of your meals at any time between 6:30 am and 6:30 pm, seven days a week from the menu in your room. Your room’s menu is underneath the telephone on the bedside table. How to Order To place your order, dial x. 2233 (CAFÉ), and one of our qualified staff members will take your order. Within one hour, your meal will be delivered to your bedside. If you need help setting up your bedside table or opening any containers, please feel free to ask your catering assistant. Some things to remember when you place your order: • Your room number • The diet your doctor prescribed (such as a cardiac, diabetic or liquid diet) • The food selections you would like (found on the menu in your room) Due to the size of our trays, we can send only one entrée per meal. If you are still hungry after you finish that meal, you may call for a snack or additional item.

Television

Cable television is available to you free of charge for your enjoyment. Closed caption for the hearing impaired is available upon request. There are channel guides available in your room. Please ask a staff member to provide you one if needed.

Interpreters and Special Needs

For non-English speaking patients, the hospital will make every effort to provide an interpreter to help ensure proper communication between you, your physician and hospital staff. If you are in need of translation services, please speak to your nurse. If you require any specific assistance because of a disability, such as a TDD telephone communications device for the hearing impaired or a sign language translator, please ask a nurse on your floor to make the appropriate arrangements for this free service. We will work with you to ensure your needs are met.

GOING HOME

Discharge from Inpatient Care

Your doctor will let you know which day you will be discharged. Please be sure you understand any special diets, medications or activities your doctor has ordered for you. Check for personal belongings before you leave your room. Patient discharge time is 11:00 am, and we ask that you make arrangements for your transportation home to be ready at that time. A hospital staff member or a volunteer will accompany you as you leave your hospital room. Some patients need extra help after leaving the hospital. If you need to go to a skilled nursing facility or you require home healthcare, special equipment or other services, one of Piedmontâ&#x20AC;&#x2122;s Case Managers will help arrange that for you. Your Case Manager can also provide you with information about transportation, mealson-wheels and other community resources. Case Managers can be contacted through your nurse, physician or by calling the main Case Management Department at 803-329-6873. If any balances are due on your account, a financial counselor will see you before you are discharged to help you make financial arrangements.

Discharge from the Emergency Department

When the emergency department physician clears you for discharge, we will ask you to verify information such as your name, address, phone number and insurance company. Then we will collect your insurance co-payment. If you do not have insurance, a financial counselor will assist you in making financial arrangements. Before you leave the emergency department, please make sure you understand any special diets, medications or activities your doctor has ordered. Also check for your personal belongings.

BILLING AND FINANCIAL INFORMATION Paying Your Bill

Your health insurance policy is an agreement between you and your insurance company, not an agreement with Piedmont Medical Center. Piedmont has no control over the conditions in your insurance policy. We will help in trying to get your bill paid, but please understand that, in the end, you are responsible for the bill. You may pay your bill online by visiting www.piedmontmedicalcenter.com.

Upon Admission

Your insurance card(s) will be scanned. Insurance coverage will be verified by Patient Access and you will be informed of your responsibility for deductibles and/or co-payments. If you have financial concerns, you should ask to speak with a financial counselor. You may pay your deductible and or co-payments to a Patient Access representative. You may also make a payment 24 hours a day at our drop box located at the Cashier’s Office (a receipt will be mailed to you).

Financial Forms

Prior to admission to the hospital, you will be asked for payment or to make payment arrangements for your hospital bill. The financial forms you are asked to fill out are very important because they allow Piedmont Medical Center to bill your insurance carrier directly. These documents also show that you agree to be financially responsible for any treatments or services you may receive that are not covered by your insurance, and authorize us to release information to third-party payers and state/federal agencies as required. Many insurance companies require you to pay a portion of the hospital bill in advance, including deductibles. Deductibles and coinsurance are expected to be paid at the time of registration. Uninsured patients will be referred to a financial counselor to assist with payment options. The hospital accepts cash, money orders, checks and credit cards in payment for services rendered. Payment plans can be arranged for qualified patients.

Billing Procedure

Piedmont Medical Center will bill your insurance carrier accordingly. However, it is the patient’s responsibility to meet appropriate guidelines required by their carrier. Other doctors may provide services to you while you are in the hospital and will bill you separately. Those might include: • Emergency department doctors • Anesthesiologists – doctors who give you medicine during surgery • Radiologists – doctors who read your x-rays • Pathologists – doctors who read lab samples • Neonatologists – doctors who care for infants born before their due dates

• Hospitalists – doctors who care for hospitalized patients Piedmont’s business office will bill your insurance company directly for all hospital charges. We will work with your insurance company for 30 days to explain anything about your bill. If your insurance company does not pay your bill within 30 days, we may call or write you to ask for your help in getting your bill paid. Your insurance company will let us know how much it will pay. We will let you know about any remaining charges you might owe. If you cannot pay the full amount of the balance, we have a financial counselor who can assist you. If you have questions, you may call for help at 803-329-6730. The business office hours are Monday through Friday from 8:30 am to 5:00 pm

Financial Assistance Programs

There may be alternate funding for qualified patients who do not have insurance coverage. Our financial counselors will work with you to identify the options available to you based on government and hospital rules and regulations. The following is an overview of the financial assistance programs provided by Piedmont Medical Center. Medical Eligibility Program (MEP) The Medical Eligibility Program is a hospital service provided to you at no cost. You may qualify for government programs which pay for all or part of your hospital and medical expenses. You may qualify if you are under 21 or over 65 years old, have children in the household, are pregnant, potentially disabled or have been a victim of a crime. Government programs for which you may qualify include: • Medicaid • Temporary Assistance for Needy Families • Social Security Disability • Supplemental Security Income • Victims of Violent Crime Fund Charity Care Program Charity care may be available to patients who do not have the means to pay for hospital expenses and do not qualify for any government programs. You may qualify for hospital financial assistance if your household income is below 200% of the federal poverty limit. In order to be considered for this assistance program, you will be required to provide information on your household finances through a confidential Financial Application. Documents

will be requested to verify your circumstances in order to determine if you are eligible. Please contact the Financial Assistance Center at 888-233-7868, Monday through Friday, 9:00 am to 9:00 pm for additional information. Uninsured Discount Program We take the complex issues facing the uninsured very seriously. Uninsured patients may be eligible for discounted rates. Our parent company, Tenet Healthcare, was the first major hospital network to offer innovative solutions to the challenges faced by hospital patients without insurance. Piedmont Medical Center has adopted Tenet’s Compact with Uninsured Patients policy, which states: • Patients without insurance at Tenet hospitals will be treated fairly and with respect during and after their treatment, and regardless of their ability to pay for the services they receive. • Tenet hospitals will provide financial counseling to uninsured patients. This will include help in understanding and applying for local, state and federal healthcare programs such as Medicaid. • Uninsured patients receive treatment at Tenet hospitals and are provided with financial counseling. •Q ualified uninsured patients are offered payment options through our financial counselors. Whenever possible, this will occur before the patients leave the hospital, as part of the financial counseling process.

REQUESTING YOUR MEDICAL RECORDS

Piedmont Medical Center is committed to protecting your privacy. Hospital staff members treat your medical information in compliance with federal and state requirements. Piedmont’s Notice of Privacy Practices (posted throughout the hospital and available in English and Spanish upon request) describes how medical information about you may be used and disclosed and how you may access this information. Medical records will not be released without a written authorization. For continued patient care directly to a physician’s office or healthcare facility or in the event of an emergency, Piedmont may also request written authorization by the patient or responsible physician. You may request a copy of the “Lewis Blackman Safety Act” from any Patient Access registration representative or call 803-329-6810 for more information. As an added service, for patients who have been admitted for an overnight stay, you can now access your medical records through our online patient portal, “My Health Rec”, that can be found

on our website, www.piedmontmedicalcenter.com. Currently, you must register for the portal while onsite at Piedmont Medical Center for security purposes. Simply ask your registration assistant to enroll you. It is free of charge. You will receive a secure link in your email account to enable your private patient portal. With My Health Rec You Can: • View your lab results online in the privacy of your own home. • Access health records such as procedures, immunizations, medications and allergies. • Download health records to easily share with other physicians. • Save time by paying health bills online.

Frequently Asked Questions

Should you have additional questions regarding your request for copies of medical records, please contact the Health Information Management Department at 803-329-6870. Business hours are 8am to 4:30pm, Monday through Friday (closed on holidays). The fax number is 803-985-4684. Additional information is also available on our website, along with downloadable forms for your use.

GENERAL HOSPITAL INFORMATION Important Phone Numbers

Hospital Main Line . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-1234 Admitting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-909-5969 Billing Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6730 Cashier’s Office. . . . . . . . . . . . . . . . . . . . . 803-329-1234, ext. 5557 Case Management. . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6873 Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-1234 option 2 Food and Nutritional Services. . . . . . . . . . . . . . . . . . 803-329-6875 At Your Request Patient Room Service. . . . . . . . . . . . 803-985-2233 Menu Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-909-2180 Gift Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-323-6011 Information/Front Desk. . . . . . . . . . . . . . . 803-329-1234 ext. 5525 Lactation Support Services . . . . . . . . . . . . . . . . . . . . 803-323-6085 Medical Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6870 Patient Financial Services . . . . . . . . . . . . . . . . . . . . . 888-233-7868 Physician Referral . . . . . . . . . . . . . . . . . . . . 803-329-1234, option 2 Privacy Officer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6708

Public Relations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-985-4550 Retail Pharmacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6794 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6750 Switchboard. . . . . . . . . . . . . . . . . . . . . . . . 803-329-1234, option 0 Support Group and Class Registration . . . . 803-329-1234 option 2 Surgery Waiting Room. . . . . . . . . . . . . . . 803-329-1234, ext. 5630 Surgery Waiting Room – Women’s Tower. . . . . . . . . 803-323-6051 Women’s Tower Main Lobby. . . . . . . . . . . . . . . . . . . 803-323-6000 Volunteer Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803-329-6828

Food and Nutritional Information

The cafeteria at Piedmont Medical Center is on the first floor and is open seven days a week. Hot meals are available during the following hours: • Breakfast: 6:30 am to 9:00 am • Lunch: 11:00 am to 2:00 pm • Dinner: 5:00 pm to 6:30 pm During other hours, refrigerated, boxed meals are available in the cafeteria. A vending area is located next to the cafeteria and is open 24 hours a day, seven days a week. The Grille is open Monday through Friday from 6:30 am until midnight and 11:00 am until 7:00 pm on weekends. Jazzman’s Café is located at the entrance of the Heart and Vascular Center and serves a variety of coffees, iced drinks, pastries, sandwiches and soups. Jazzman’s is open Monday through Friday from 6:30 am until 2:00 pm and from 3:00 pm until 7:00 pm

Piedmont Retail Pharmacy

For your convenience, Piedmont operates a retail pharmacy Monday through Friday from 9 am to 5 pm It’s located near the Heart & Vascular Center and the Emergency Department on the first floor of the main hospital. For more information, call 803329-6794.

Tobacco-Free Campus

Piedmont Medical Center is tobacco-free throughout the campus, which includes grounds and parking lots. For patients and members of the public who would like to quit smoking, Piedmont offers smoking cessation classes. For more information, contact our Cardiac Rehabilitation Department at 803-985-4651. The South Carolina Department of Health and Environmental Control also offers a hotline to connect smokers to trained counselors. Call 1-877-44U-QUIT toll free.

Safety and Security

All of our employees, volunteers and physicians are required to wear identification badges. Please call the nurses’ station if someone you do not know enters your room and cannot show you identification. Security Officers are available for your safety 24 hours a day. If you, your family members or visitors leave the hospital after dark, you may call the Switchboard Operator (“0”) and request a security officer for assistance.

Cell Phones

Although use of cell phones inside the facility is not prohibited, they may interfere with the operation of some equipment. If interference is detected, a staff member may ask you to turn off your phone or to use it in a different area. We also ask you to be respectful of our patients and staff by setting your ringers on low or silent while on the unit or in patient care areas. In an effort to protect the privacy of all patients, we ask that you not photograph or take videos.

Free Wi-Fi Available

Our PMCGuest network is available for your convenience. Password: ilovepiedmont

Public Restrooms

Visitors should 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.

Pastoral Care

Spiritual care can be an important part of total healing. If you do not have a local minister and would like the support of pastoral care, please contact your nursing staff. Local ministers serve as volunteer chaplains.

OUR COMMITMENT TO QUALITY Patient Satisfaction

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 are receiving or have received at our hospital, do not hesitate to speak with your nurse or the nursing supervisor with your compliments, complaints or concerns. If you feel that your issue wasn’t resolved, please ask that the director of the department be notified. Piedmont Medical Center seeks to provide prompt review and

timely resolution of complaints and grievances from its inpatients and outpatients. You have the right to file a complaint or concern with either or both: South Carolina Department of Health and Environmental Control (DHEC) 2600 Bull Street Columbia, SC 29201 1-800-922-6735 The Joint Commission – Office of Quality Monitoring One Renaissance Boulevard Oakbrook Terrace, IL 60181 1-800-994-6610 complaint@jointcommission.org To register a complaint regarding Medicare or Medicaid, please contact: The Carolinas Center for Medical Excellence Hotline 246 Stonebridge Drive, Suite 200 Columbia, SC 29210 1-800-682-2650 – For serious quality of care issues only.

Measuring Your Satisfaction

Your healthcare is our priority. We encourage your suggestions and comments to improve care. To determine where improvements are needed, Piedmont Medical Center takes part in the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. The HCAHPS survey measures your satisfaction with the quality of care. Backed by the U.S. Department of Health and Human Services, 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, which asks 27 multiple choice questions about your hospital stay. Please take the time to respond to the survey; your suggestions and comments are important to us.

Nationally Recognized for Excellence in Care

It is our mission at Piedmont Medical Center to deliver exceptional healthcare to every person we have the privilege to serve. We always strive to provide the best and safest medical care possible. Piedmont has been recognized nationally and by the state of South Carolina for our top-quality clinical programs, including: • 2010 and 2013 South Carolina Distinguished Hospital of the Year as awarded by DHEC for our treatment of stroke and heart attack • 2013 Leapfrog Hospital Safety Score grade of “A”

• Center of Excellence for Minimally Invasive Gynecological Surgery • Stroke Gold Quality Achievement Award • Blue Cross Blue Shield Blue Distinction Center for Cardiac Care • Society of Chest Pain Centers Accredited Chest Pain Center, Cycle III with PCI • American Heart Association’s Get With The Guidelines® Gold Plus Performance Achievement Award for Heart Failure and Stroke • Joint Commission Advanced Primary Stroke Center Certification • Joint Commission Advanced Certification in Heart Failure • American College of Surgeons Bariatric Surgery Center Network, Level 2B Accreditation • Blue Cross Blue Shield Blue Distinction® Center for Spine Surgery • CIGNA Quality Designation for Stroke

FROM YOUR NURSING TEAM Bedside Nursing Report

During your stay with us, please anticipate that as nursing shifts change, you will experience a patient-centered “bedside transition of care.” In order to ensure a seamless transition and maintain our focus on patient safety, your nurses will exchange the latest information about your progress at your bedside. If you have visitors at that time and would rather they not hear your personal health information, please let your nurse know and he/she will ask the visitors to step out of the room during your transition of care. The nurses will engage with you regarding your “Plan of Care” (i.e. your goal for the day) and indicate this on the white board in your room. We would like to encourage you to participate in the shift change conversation, as it is a good way for you and your family to stay informed about your condition and care. Please feel free to take this opportunity to ask questions or raise any concerns that you may have about the care you are receiving. Your health and safety is our highest priority, and we want to make sure that you have a thorough understanding of your procedures and progress.

Purposeful Rounding

We are committed to caring for all of our patients by incorporating “Purposeful Rounding” into our existing model of care. The nursing staff will round on each patient every hour from 6am-10pm, and every other hour from midnight until 6am. During these Purposeful Rounds, the nursing staff will confirm that your pain level is tolerable, that you are positioned comfortably assist with bathroom/toiletry needs, confirm that your possessions are within reach (phone, glasses, call bell, remote, etc.) and finally, they will assess your overall safety and identify ways in which we can improve your care and patient experience. The nursing staff will not wake you between midnight and 6am to complete the above mentioned steps, but they will indicate on the chart in your room that they were there and what they observed.

YOUR PERSONAL PATIENT JOURNAL How to Use This Journal

Being admitted to the hospital can be an overwhelming experience. As a patient, you are often required to understand and more importantly remember - medical terminology, doctor’s and nurses’ names, prescribed medications, tests, and much more. That’s why we’ve developed this patient journal as a piece of this Patient Guide for your use. Comprised of three easy-to-use sections - Patient Information, Daily Entries, Discharge Planning - this journal aims to help you better manage your hospital stay. Please ask a staff member if you need additional copies of this Patient Guide and Journal during your stay.

How Does It Work?

The patient journal has been designed to guide you through each phase of your stay, from admittance and testing to treatment and discharge. Consider this journal your personal resource. Let it serve as your second set of ears in your hospital room - use it to capture what your healthcare team shares with you each day, and share the information in these pages with your loved ones to keep them informed. Now that you understand how this journal can be used to assist in your care, we encourage you to review the below suggestions on how to use the journal’s sections to their fullest potential.

Patient Information

This section is particularly useful to the physician and healthcare staff who are involved in your recovery. In this section: • List your personal information, medical history and family medical history (both past and present). • Note your insurance information, previous medical ailments, blood type and medication allergies. • Record the doctor’s primary diagnosis, the prognosis and expected treatment on the included pages.

You’ll also find the Physician’s page here. This space should be used as a resource for you and your loved ones to keep a list of the physicians on your medical team. Make a note of their name, medical specialty and office phone number.

Daily Journal Entry

During your hospital stay, your days may be slow or extremely busy with tests, doctor’s visits and daily medications. Use the pages in this section to capture your day-to-day activities. • Record your physician and nursing staff visits. Write down their names, comments and the medications given to you. Remember to add these individuals to the Physician’s page, located at the beginning of this journal. • Note any tests and procedures. • List your questions and your care team‘s answers.

Discharge Planning Use this section to:

• Note your healthcare team’s recommendations and treatments. • Document all prescription medications, including the prescription date, purpose, dosage and dosage frequency on the Home Medications page. • Document any follow-up appointments (dates, doctor’s name and comments). • List your current medications. Reference this list at future doctor’s visits to avoid potential drug interactions.

YOUR JOURNAL PERSONAL INFORMATION Name______________________________ Birthdate: ___/___/______ MM/DD/YYYY

Address: ______________________________________ Sex: o M

City & State: ___________________________ Zip: ________________ Home Phone: __________________________ Age: _______________ Work Phone: ___________________________ Height: _____________ Cell Phone: ____________________________ Weight: _____________ Emergency Contact: _________________________________________ Relationship: _______________________________________________ Phone Number: ____________________________________________

INSURANCE INFORMATION Employer: __________________________________________________ Business Phone: _____________________________________________ Supervisor: _________________________________________________ Primary Insurance Company: _________________________________ Subscriber/Group Number: __________________________________ Secondary Insurance Company: _______________________________ Subscriber/Group Number: __________________________________

o Medicare _______________ o Claim ID Number ______________ o Medicaid _______________ o Claim ID Number ______________ o Workmanâ&#x20AC;&#x2122;s Comp. ________ o Claim ID Number ____________

MEDICAL HISTORY

Check all that apply to the patientâ&#x20AC;&#x2122;s past medical history:

Cardiovascular (Heart) o No History o Chronic Heart Failure o Heart Murmur o Rheumatic Fever o Chest Pains o Circulation Problems

o Pacemaker o Stent/PTCA o Heart Attack o High Blood Pressure o Irregular Heartbeat o Other:____________________

Pulmonary (Lungs) o No History o Persistent Cough o Bronchitis o Asthma

o Pneumonia o Emphysema o Smoker, Packs per day _____ o Other:____________________

Neurologic (Nerves) o No History o Migraine o Dizziness o TIA o Seizures o Paralysis

o Stroke o Fainting o Epilepsy o Other:____________________

Hematologic (Blood) o No History o Blood Transfusions o Chemo/Radiation o Anemia o Sickle Cell

o Bleeding Disorder o Other: __________________ o Cancer

Gastrointestinal (Digestive) o No History o Heartburn o Crohnâ&#x20AC;&#x2122;s/Ulcerative Colitis o Ulcers o Indigestion o Diverticulitis/Diverticulosis

o Gallstones o Hepatitis/Liver Disease o Spastic Colon o Jaundice o Hiatal Hernia o Acid Reflux o Other:____________________

Urinary (Urine) o No History o Kidney Stones o Kidney/Bladder Disease o Dialysis

o Prostate Disease o Urinary Tract Infections o Other:____________________

Type: __________________________

MEDICAL HISTORY continued Musculoskeletal o No History o Bone/Joint Surgery o Osteoporosis o Arthritis

o Fractures/Sprains o Back Problems/Disc o Other:____________________

Reproductive o No History o Hysterectomy o Tubal Ligation o Menopause

o Ectopic Pregnancy o Abnormal Menstrual Cycle o Other:____________________

Diabetes o Type I o Type II Blood Type o A-Positive o B-Positive o AB-Positive o O-Positive

o Gestational o Complications: ____________ ____________________________

o A-Negative o B-Negative o AB-Negative o O-Negative

o Donâ&#x20AC;&#x2122;t Know? Ask your nurseâ&#x20AC;&#x201D; knowing your blood type is important.

Family Medical History List the medical condition in the space provided for each family member. Father:_____________________________________________________ Mother: ___________________________________________________ Brothers: ___________________________________________________ Sisters: ____________________________________________________ Aunts: _____________________________________________________ Uncles: ____________________________________________________ Maternal Grandmother: _____________________________________ Maternal Grandfather: _______________________________________ Paternal Grandmother: ______________________________________

Paternal Grandfather: ________________________________________

DAILY ENTRY Day: _______________ Date: ___________ Room #: _____________ Primary Diagnosis: __________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________