In This Guide. Reverence n Commitment to those who are Poor n Justice n Stewardship n Integrity

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1 In This Guide Welcome to St. Joseph Mercy Oakland 3 About Us 4-5 Telephone Directory 6-7 Visitation 7 Your Care Delivery Team 8-9 During Your Stay Valuables 10 ATM 10 Calling Your Caregiver 10 Cellphones and Telephones 10 Fire Safety 11 Identification Band 11 Parking 11 Valet Parking 11 Electrical Appliances 11 Pharmacy 12 Discharge Prescription Service 12 A Smoke-Free Campus 13 TV 13 Mail and Flowers 13 Gift Shop Speak Up Take charge of your care. 25 Preventing Infections OUR ADDRESS Woodward Ave. Pontiac, MI Core Values Reverence n Commitment to those who are Poor n Justice n Stewardship n Integrity 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 PatientPoint : 1

2 In This Guide continued 8 Your Care Delivery Team 22 Preparing for Discharge 29 Patient Experience Food and Nutrition 14 Do You Have Pain? 15 Your Patient Rights & Responsibilities GetWell Network 20 Television Channel Listing 21 Preparing for Discharge When You Leave St. Joe 22 Going Home 22 Your Hospital Bill and What It Covers 22 Coordination of Benefits 22 Medicare 23 For Self-Pay Patients 23 Commercial Insurance 23 Need Financial Assistance? 23 Speak Up What Are Your Advance Directives? 26 Your Privacy & Information Who must follow this law? 27 What information is protected? 27 You have rights over your health information 27 How do I get copies of my medical records? 28 Without your written permission, your provider cannot: 28 Patient Experience 29 Giving Back Spiritual Care 32 Community Programs Urgent Care 35 Rehabilitation Services 36 Retail Gift Shop and Services 37 Games : PHYSICIAN REFERRAL

3 Welcome to St. Joseph Mercy Oakland Improving the health of our community is the hallmark of St. Joseph Mercy Oakland. With medical specialties focused on healing the body, mind and spirit, St. Joseph Mercy Oakland (St. Joe s) delivers award-winning, compassionate, quality health care to all who enter our doors. Through community outreach, we touch the lives of thousands who live and work within our community. We reinvest by working within our community, Shannon Striebich President improving the health of its residents, by providing access to new technologies and vital health care services. We bring medical expertise to your neighborhood with three convenient urgent care centers that can treat non-lifethreatening conditions when you need them. Our expert care teams, consisting of physicians, nurses and other health care professionals, connect with our patients to provide each with an exceptional personalized care experience. Utilizing the latest in advanced technologies, we deliver safe, high-quality care, which is why St. Joseph Mercy Oakland consistently ranks among the nation s top hospitals in clinical quality. Why choose St. Joseph Mercy Oakland? Advanced Technology. Expert Care Teams. Outstanding Outcomes. That s our promise to you. Mission Statement We, Trinity Health, serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities. Sincerely, Shannon Striebich President We are pleased to comply with the Rehabilitation Act of 1973, relating to nondiscrimination against the handicapped. We also provide services for the hearing impaired : 3

4 About Us Interpreters You have access to over-the-phone interpretation services 24 hours a day, seven days a week. Please contact your caregiver to access these services. American Sign Language provided. OUR ADDRESS Woodward Ave. Pontiac, MI St. Joseph Mercy Oakland (St. Joe) is a 443-bed, comprehensive, community, teaching hospital and a longtime leader in health care in Oakland County. We are a member of Saint Joseph Mercy Health System, and a member of Trinity Health, one of the country s largest Catholic health care systems. To maintain the highest level of excellence in patient care, St. Joseph Mercy Oakland completed its new South Tower in It is an eight-story, contemporary-style patient facility. The tower features 208 private, technologically enhanced patient rooms, providing plenty of support space for family and friends who are vital to the healing process. The Difference The St. Joseph Mercy Oakland (St. Joe) experience is different from that of other hospitals and is what makes St. Joe s a leading health care institution. The heart of the hospital is comprised of a team of understanding nurses, physicians, other professional caregivers, administrative staff, volunteers and support staff. These people are here for one reason: the patients. Day in and day out, dedicated team members consistently provide compassionate care and services that make a difference in the health and well-being of the communities and patients they serve by making personal connections. For example, St. Joe created a health care clinic for the working poor, reached out to congregations through Faith Community Nursing, established a Senior ER unit to care for the unique health care needs of seniors and has expanded health care access through telemedicine across the state. With our leading technological advancements and personalized care, we are efficiently providing the best quality of care to our patients. As a faith-based organization, our mission is be a transforming, healing presence within our communities, and we continue to partner with our stakeholders to tackle challenges facing all of its people. We offer compassion and kindness to every patient, family member and guest who walks through our doors, and to those who live and work in the community we serve. By personalizing service, connecting with the community s needs and offering a 4 : PHYSICIAN REFERRAL

5 health care experience that seeks to heal the patient s mind, body and spirit, we retain our position as a leading health care organization and a vital community resource. St. Joe s A Health Care Leader n 2016 American Heart/American Stroke Association Stroke Gold Plus Achievement Award and a Target: Stroke Honor Roll-Elite Award recipient. n 2016 Most Wired Innovator Finalist Award recognized by the American Hospital Association for two IT projects, for their creative and unique concept and the positive impact they have had on patient care and hospital operations. n 2016 Most Wired Hospital recognized by the American Hospital Association for the fourth year in a row for implementing technologies that have allowed for better analysis and treatment of patients. n 2016 Blue Cross Blue Shield of Michigan Blue Distinction (+) in the areas of spine surgery, knee and hip replacement, and cardiac care. n 2015 U.S. News and World Report Best Hospitals recognized as one of metro Detroit s leading regional hospitals by the U.S. News and World Report. n 2015 Designated a Baby Friendly Hospital recognized among the eight percent of hospitals nationally for a birthing center distinguished for optimal level of care for infant feeding and mother/baby bonding. n 2015 America s 100 Best Hospitals for Joint Replacement recognized for superior outcomes in knee and hip replacement. n 2015 Orthopedic Surgery, Pulmonary Care Excellence recognized for superior outcomes in Orthopedic Surgery and Pulmonary care. n 2015 Most Wired Innovator Award Winner for the Intelligent Care System(s) awarded by the American Hospital Association (AHA). n 2015 American Hospital Association (AHA) Most Wired Innovator Finalist for use of idashboard - an integrated accountability system deployed throughout the hospital (for two consecutive years). n 2015 Most Wired Hospital an award it has won every year since n 2015 Women s Health Excellence Award and a five-star rating. St. Joe s is named among the top five percent of U.S. hospitals that excelled in treatment of women s health. n 2015 The Leapfrog Group Top Hospital Award and a grade of A for patient safety and quality n 2015 Blue Cross Blue Shield of Michigan Blue Distinction (+) in the areas of spine surgery, knee and hip replacement, and cardiac care. n American College of Radiology (ACR) Breast Imaging Center of Excellence n National Accreditation Program for Breast Centers (NAPBC) n National Quality Measures for Breast Centers (NQMBC) : 5

6 Telephone Directory MAIN NUMBER Gift Shop Patient Registration Pharmacy Main Alice Gustafson Surgical Center Physician Referral Line Volunteer Services Dial 0 for: Operator Patient Information Administration Emergency Telephone Directory For further assistance, please dial and an available operator will be happy to assist you. Department External (internal) Admitting (83030) Cancer Center/Outpatient Infusion Center (82270) Cardiology Services (83130) Center for Wound Care and Hyperbaric Medicine (82606) Dietary Room Service (83663) Discharge Planning/ Case Management (83061) Financial Counseling (86196) Fund Development (83161) GetWell Network Hemodialysis 3rd floor (86590) HIM (Medical Records) (83180) Henderson Medical Clinic/ Specialty Clinic (83126) (86113) Joe s Java (86709) Mercy Labs (83600) Patient Accounting Patient Representative (83535) Pharmacy ASC (86725) Pharmacy Outpatient (83059) Poison Control Scheduling Department (83777) Security/Public Safety (44444) Sleep Disorders Center Spiritual Care : PHYSICIAN REFERRAL

7 Nursing Units 2 S (ICU Rooms ) (76200) 3 G (Rooms ) (87300) 3 S (CCU Rooms ) (76300) 4 G (Rooms ) (87400) 4 East (Rooms ) (83425) 4 North (Rooms ) (83400) 4 S (Rooms ) (76400) 5 East OB Delivery (83525) 5 North (Rooms ) (83500) 5 Neonatal Intensive Care Unit (NICU) (86536) 5 S (Rooms ) (76500) 5 West (Rooms ) (83560) 6 East Mental Health (83625) 6 S (Rooms ) (76600) 7 S (Rooms ) (76700) Cath Lab Holding (86540) Front Lobby (76100) Pre-Op (86755) Select Specialty Hospital (85202) Please note: In order to ensure that you stay connected with your loved ones while visiting St. Joe s, you may dial the following area codes at no additional cost to you: 248, 313, 586, 734 and 810. Visitation St. Joseph Mercy Oakland has a liberal visitation policy to encourage family and friends to be with their loved ones while they are in our care. Please help us continue this practice by acknowledging the care needs and visitation rights of other patients. Visiting Guidelines Please follow these general guidelines when visiting: n Please check with the nurse before giving any food, beverages or medication to the patient; n Visitors must dress appropriately and wear shirts and shoes; n Visitors with colds, sore throats or any contagious diseases should not visit patients; n Please do not overcrowd the room with visitors; n Keep conversations on cellphones and with patients at low volume. n At the discretion of the care team, visitors at the patient s bedside may be limited at times due to the patient s condition. Check with the nursing staff for unit-specific hours (the fifth floor AICU, NICU and 6 East have specific visitation restrictions to provide an environment of healing for the patient). If you have concerns, please speak with a caregiver : 7

8 Your Care Delivery Team Caregiver Resources Caregiver resources from the Administration on Aging Online support groups and articles on caregiving Eldercare Locator Help with locating aging services throughout the U.S. 800-MEDICARE then search for caregivers. Official U.S. government site for people with Medicare Physicians Your primary care physician, a resident physician on duty, nurse practitioner/physician assistant or a hospitalist will supervise your care while you are in the hospital. Nurses In each nursing unit, a registered nurse is responsible for supervising patient care and directing the nursing and support staff of the unit. Our registered nurses wear royal blue. Our patient care assistants (PCAs) assist the registered nurses in caring for you; you will see them in green. The nursing staff is available around the clock. Unit Secretary (HUC) The unit secretary usually is the first person you see on the nursing unit. Working behind the front desk, he or she works closely with your nurses and physicians to help your care flow smoothly. Rehabilitation Therapists Physical therapists, occupational therapists, speech pathologists and audiologists will work with you, your family and your medical team to help meet goals of recovery. Therapy may range from a brief consultation to long-term intervention, based on the extent of your injuries or illness. Technicians and Technologists Skilled health professionals perform and assist with laboratory, radiology and other procedures, including X-rays, mammograms, ultrasound, CT scans, MRIs, cardiac catheterization, and others that help in diagnosing and treating your illness or injury. Case Managers and Social Workers Case managers are assigned to each unit to help you with discharge planning. Discharge planning is a multidisciplinary, hospital-wide process initiated at the time of admission. Case managers will identify patients requiring complex discharge planning, such as 8 : PHYSICIAN REFERRAL

9 coordination of community resources, long-term care (sub-acute, nursing home, etc.), facilitating referral to home care agencies, hospice or contacting durable medical equipment companies. A social worker also is available to assist you and your family with concerns surrounding adjustment to illness, personal and financial difficulties, as well as crisis intervention. Pharmacists Ext While you are in the hospital, all of your medications are dispensed by our hospital pharmacists. They can answer any questions you have regarding your medications. Dietitians Ext A registered dietitian will review your medical record and work with your health care team to develop a nutrition care plan for you. Registered dietitians also are available to educate you about any diets you may need to follow after you are discharged. Caregiver Resources continued National Alliance for Caregiving Support for family caregivers and the professionals who serve them Caregiver Action Network Support for caregivers of chronically ill, aged or disabled loved ones Nurse Practitioners (NP), Physician Assistants (PA) These members of the care delivery team assist the physicians in treatment plans and diagnosis. They may prescribe medication or diagnostic tests. Volunteers Our Mercy volunteers give over 50,000 hours of their time and hearts each year to enhance the care of our patients and families. They provide support throughout the hospital including greeting and escorting patients and families, providing hospitality in each patient care unit and assisting with families in the Surgical lounge. Chaplains Ext Chaplains and Spiritual Care are available and provide compassion, support, prayer and communion to patients and family members. If you would like to request a chaplain visit, please call : 9

10 During Your Stay We have policies and procedures in place to help you and your family work with our caregivers to get the most from your hospital stay. Please take a few minutes to review these guidelines with your loved ones. Your Valuables n Please do not bring items of value to the hospital. n Please be sure your eyeglasses, dentures and hearing aids are placed in the appropriate case and stored in a safe place. n Do not place your valuables on food trays or bed. n The hospital is not responsible for personal items kept in your room. n For lost items, please contact Public Safety at ext ATM For your convenience, automated teller machines (ATMs) are located in the Emergency lobby and outside of the Credit Union One Banking Center between Joe s Java and the Chapel. $ Calling Your Caregiver The intercom system in your room is mounted on the wall above the bedside table. This system is used for direct voice contact with the caregivers at the nursing station. Extending from the intercom is a pillow speaker that can be clipped to your bed for convenience. To call the nursing station, press the top bar marked NURSE, and a staff member will respond via the intercom. When the caregiver answers, please make your request in a normal speaking voice. Some beds have the nurse call button built into the side rail. Please clarify with your nurse as to which nurse call system you have. The caregivers carry wireless phones as another way to communicate and stay connected with you. Their internal telephone numbers are displayed on the communication board (if appropriate) in your room. Cellphones and Telephones Cellphones may be used in most areas of the hospital. Cellphones may NOT be used in areas using sensitive equipment (such as the ICU, CCU, surgery and recovery room). We encourage you to respect the privacy of patients by taking your call away from highly populated areas such as the waiting room. Most patient rooms have telephones for patient use. You may receive calls between 8 a.m. and 10 p.m.; however, you may call out at anytime. 10 : PHYSICIAN REFERRAL

11 Fire Safety Fire and disaster drills are conducted regularly throughout the hospital. If a drill occurs while you are visiting, please remain in your room until an all clear signal is received. Do not be alarmed. St. Joe is equipped with fire suppression equipment, and your caregivers are trained in emergency preparedness procedures. Identification Band A plastic identification band is placed around your wrist for your protection. Please make sure the information on the band is correct. Wear the band at all times while in the hospital. Electrical Appliances Electrical appliances including hairdryers, curling irons, razors, radios, heating pads, portable heaters, VCRs, computers, and other devices are not permitted in patient rooms. You may use only battery-operated devices. Parking All self-parking at St. Joseph Mercy Oakland is free. Self-parking areas are available near the main entrance, Alice Gustafson Center and at the Medical Office Building entrance. Wheelchairs are available at all entrances. Handicap-designed parking spaces are located up front in the visitor parking lot located on the hospital s south side. Valet Parking Valet parking is offered at the front entrance of the hospital for a nominal fee. Valet parking is available: 5 a.m. to 8 p.m. Monday through Friday 8 a.m. to 8 p.m. Saturday, Sunday and holidays Please call Security at if you would like an escort to your vehicle : 11

12 During Your Stay St. Joe s Pharmacy Locations The Main Hospital Location Phone: Fax: Hours: Monday through Saturday, 7 a.m. to 7 p.m. Closed Sundays and holidays. The Alice Gustafson Center Lobby Location Phone: Fax: Hours: Monday through Friday, 11:00 a.m. to 3:30 p.m. Closed for lunch 12:15 p.m. to 1:00 p.m. Closed weekends, holidays and every other Friday and Monday. Most major insurances accepted. St. Joe s Retail Pharmacy The St. Joseph Mercy Professional Pharmacy offers quality, personalized service with advanced technology and resources to meet your pharmacy needs. We accept most prescription insurance plans, and our prices on prescriptions are competitive with other pharmacies. Our pharmacists are available to answer questions about your medications. The pharmacy offers additional benefits and services, including availability of specialty medications, injectable medications and pain management medications. Your doctor s office can use e-prescribing, phone or fax to have prescriptions sent directly to the pharmacy. You also can have your prescriptions transferred to us from a different pharmacy; simply bring your container to us or your prescription information, and we ll take care of the rest. Discharge Prescription Service Many patients find returning home from the hospital overwhelming. To make the return home less stressful, St. Joe s Pharmacy offers a discharge prescription service, which offers prescription delivery to the patient bedside upon discharge. How our convenient Discharge Prescription Service works: Let your nurse know you would like to use the Discharge Prescription Service. Your nurse will fax or send your prescription information to the hospital pharmacy. You may choose to have your medication delivered right to your bedside or stop in the Pharmacy on the first floor to pick up your medication. 12 : PHYSICIAN REFERRAL

13 A Smoke-Free Campus In accordance with Michigan law, and for the safety, health and well-being of our patients, staff and visitors, St. Joe is a smoke-free campus. No smoking is allowed in the hospital or on any hospital property, including parking lots and personal vehicles. We will be happy to help if you re interested in nicotine replacement or smoking cessation. Ask any caregiver for assistance. TV Televisions are provided free of charge in each patient room. The sets are controlled by the pillow speaker, which can be clipped to your bed. Channel listings are located at the center of this book. All televisions have closed captioning available for the hearing impaired. Please be considerate of others and keep the TV volume down. Mail and Flowers Mail and packages will be delivered to the patient by a hospital volunteer. Individual florists deliver flowers to patient rooms, or flowers can be purchased at the gift shop by calling Please note that flowers are prohibited in intensive care units. Patient mail received after discharge will be forwarded to the patient s home. Outgoing mail may be taken to the nursing station or given to your caregiver. Postage stamps are available for purchase in the gift shop. The gift shop is closed Sundays. Gift Shop The St. Joe Gift Shop is proud to offer an easy way for you to send your best wishes, and a little comfort, to that special patient. Our gift shop, located on the first floor of the hospital, near the pharmacy, carries a selection of gifts, magazines, candy, cards and flowers everything you need to brighten a patient s day. Hours: Monday Saturday 7 a.m. to 7 p.m. Sunday Closed To speak with a gift shop representative about sending something to a patient of St. Joseph Mercy Oakland, please call : 13

14 Food and Nutrition Information Cafeteria Breakfast 6:30 a.m. to 10:30 a.m. Lunch 11 a.m. to 2 p.m. Dinner 5:30 p.m. to 8 p.m. Midnight 10 p.m. to 1 a.m. Features Relax, unwind and enjoy a meal or snack. We are ready to meet your nutritional needs. We offer a variety of delicious and healthy options to satisfy every taste. We strive to keep you connected with your loved one, so you may purchase a meal voucher and order a meal from our Room Service Menu to enjoy along with the patient, in the patient s room. We also accept most major credit cards. For further questions, please call Guest Trays Guest trays are available using prepaid meal vouchers available in the cafeteria. Credit cards may be used to purchase vouchers. Eat What You Want, When You Want! St. Joseph Mercy Oakland is pleased to announce At Your Request Room Service Dining. This meal service offers patients and families the ability to choose what they want to eat, within their recommendations, when they want to eat it. A menu will be provided for you in your room. To place your order, dial (8-FOOD). From outside St. Joe s, you may dial Tell your room service operator your request. Your food will be delivered within 45 minutes. Nutrition Consultation St. Joseph Mercy Oakland nutrition consultation is provided by a registered dietitian and certified diabetes educator. Education can be provided through self-referral or physician referral. Your current food intake and caloric needs will be analyzed, and a personalized plan will be created to help you reach your goals. We provide medical nutrition therapy for people who have a variety of nutritional needs including: diabetes, kidney disease, high blood pressure, heart disease, cancer, gastrointestinal disorders and/or food allergies. Our registered dietitians also can assist you with reaching your goals concerning weight loss or maintenance, prenatal nutrition, wellness, and fitness. Contact To schedule an appointment, call when calling internally, or when calling from outside of the hospital. Keep This in Mind n Certain tests require that you not eat for a period of time. n It is important that you verify any food allergies you have when you are placing your order. n You may pre-order up to three meals in advance. Please inform the Room Service operator if that is what you want to do. n Please clear your bedside table in anticipation of your tray delivery. 14 : PHYSICIAN REFERRAL

15 Do You Have Pain? Pain Management We will do everything we can to make sure you are safe and your pain is down to a tolerable level. 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: 4 When the pain began 4 Where you feel pain 4 How the pain feels sharp, dull, throbbing, burning, tingling 4 If the pain is constant, or if it comes and goes 4 What, if anything, makes the pain feel better 4 What, if anything, makes the pain feel worse 4 Are you taking medication for your pain? 4 If your medicine helps with the pain, how many hours of relief do you get? Use the scale below to tell your doctor or nurse how severe your pain is. Pain Management and Palliative Care Services Offering comfort where it s needed most At St. Joe, our Pain Management and Palliative Care Services are holistic programs focusing on helping patients toward an improved quality of life through compassionate and effective pain and symptom management. Our services include the creation of a pain management plan that is customized to each individual patient, based on a multidisciplinary team approach. Physicians and nurse practitioners are board certified in pain management, palliative care, anesthesiology, neurology, neuropsychiatric and psychiatry. Nurses, physical and occupational therapists, integrative healing therapists, healing touch nurses, social workers and chaplains also regularly review treatment plans and provide recommendations. Relieving the suffering of the body, mind and spirit, Pain Management and Palliative Care Services are designed to: 4 Provide relief from pain and other distressing symptoms for patients. 4 Incorporate psychological and spiritual aspects of care. 4 Assist each patient with developing a support system by involving the family in the plan of care. Our program goals are to improve each individual patient s quality of life, as well as assist in the understanding of their medical problems and provide support for the whole family. For additional information, please call : 15

16 Your Patient Rights & Responsibilities Know Your Care Providers You have the right to know the name of the physician who has primary responsibility for coordinating your care, and the names and professions of other health care providers who may care for you. Assistance from the Ethics Committee You have the right to contact the St. Joe Clinical Ethics Committee, , to address any ethical concerns that you believe arise during your care. Please call the hospital switchboard and ask the operator to contact the ethics consultant on call for you. During your stay with us, our goal is to offer as much support as possible by providing information and open channels of communication. Your comments, observations, complaints or compliments enable us to evaluate our associates and services. As a patient, you have certain rights and a few responsibilities. By understanding these rights and responsibilities, you can contribute to your care in a positive way. Dignity, Respect, Comfort and Safety 4 The staff of St. Joseph Mercy Oakland (St. Joe) honors your right to be treated with dignity and respect at all times. You have the right to feel secure and comfortable that you are receiving proper care. 4 You have the right to be given consideration and respect for your psychosocial, spiritual, religious, and cultural beliefs and values. St. Joe will provide service to all people without discriminating by race, national origin, age, creed or handicap. 4 Patients and visitors are responsible for all personal belongings. We recommend you bring only essential items to the hospital, to be placed in your room as space permits. Please leave all valuables at home or send them home with a family member or friend upon admission. If family members are not present, your caregiver will contact the St. Joe Public Safety office to lock patient valuables in a safe. 4 You have the right to manage your personal financial affairs. 4 You have the right to be free from all forms of abuse and harassment. 4 If someone else caused your illness or injuries, you have the right to be safe and free from further harm. Please contact a St. Joe social worker for help. 4 You have the right to receive a reasonable response to any reasonable request you make for services. 4 You have the right to be free from restraints of any form that are not medically necessary for your personal safety or the safety of our staff and visitors. 16 : PHYSICIAN REFERRAL

17 Participate in Medical Decisions 4 You have the right to participate in your medical care by having medical information explained in language you can understand. 4 You have the right to discuss your illness or injury; the risks, benefits and alternatives of your medical treatment; and prospects for recovery, with your physicians and other care providers. 4 You have the right to agree to receive the recommended treatment or to refuse treatment including discharging yourself against medical advice. 4 You should not be subjected to any medical procedure without your voluntary, informed consent, or that of a legally authorized representative. 4 You have the right to know what medication is being given to you. Medications will be administered at times based upon hospital standards and your doctor s orders. These medications may differ from the ones you take at home. Talk to your doctor or pharmacist if you have questions. 4 You have the right to have an advance medical directive (i.e., durable power of attorney for health care and/or a living will) to ensure there will be reasonable informed participation in decisions involving your health care, should you lose your decision-making capacity. St. Joe will honor the intent of your advance directive to the extent permitted by law and St. Joe policies. Please speak with your health care provider, or contact a patient representative if you have any questions regarding advance medical directives. Confidentiality and Access to Your Records You have the right to expect confidential treatment of all communications and records pertaining to your care. You may approve or refuse the release of these records to anyone outside of St. Joe, except in the case of your transfer to another health care facility or as required by law or thirdparty payment contracts. You have the right to access your medical record information within the limitations of the law. To contact Medical Records, call Appropriate, Comfortable Care 4 You have the right to receive the highest desired level of pain relief that can be provided safely. In the event of a terminal illness, you have the right to optimal comfort, dignity and supportive care. We are committed to using the necessary resources to provide quality pain management for our patients. 4 You have the right to obtain a second medical opinion : 17

18 Your Patient Rights & Responsibilities Your Privacy You have the right to privacy when discussing personal medical information during examinations. You have the right not to remain disrobed any longer than is necessary to accomplish the medical procedure. You also have the right to have a person of your own gender present during physical examinations, treatment or procedures performed by a care provider when appropriate. You have the right to privacy during personal hygiene care, except when assistance is necessary for your personal safety and well-being. Every effort will be made to protect your privacy. Assistance in Removing Communication Barriers You have the right to a foreign language interpreter, sign language interpreter, and/or telecommunications devices for the deaf to facilitate accurate communication between yourself and your health care providers. We are here to help; ask any caregiver for assistance with these devices. Your Right to Visitors 4 You have the right to receive visitors whom you designate, including, but not limited to, a spouse, a domestic partner (including a same-sex domestic partner), another family member, or a friend, and you have the right to withdraw or deny such consent at any time. You will be informed if visitation may be restricted due to clinical necessity or circumstances where it may infringe on the rights and/or safety of others. (i.e., HIN1, young children in intensive care units or security risk patient status). Make Recommendations About Your Care 4 You have the right to voice your concerns or complaints and expect to have them resolved in a timely manner. 4 You may voice your concerns or complaints to any St. Joe staff member or your physician. If they are not resolved to your satisfaction, you can contact Patient Relations internally at ext or from outside St. Joe at to file a formal grievance. You also can contact the Michigan Department of Community Health Bureau of Health Systems at , The Joint Commission at , or send an to patientsafetyreport@jointcommission.org. Assistance During Discharge You have the right to be informed of your future health care needs following your discharge from the hospital. You have the right to receive assistance from a 18 : PHYSICIAN REFERRAL

19 St. Joe discharge planner/case manager, if necessary, to ensure that you receive appropriate care after you leave the hospital. Assistance in Addressing Your Bill If you have concerns about your insurance coverage or how you intend to pay your bill, please let us know by calling a financial counselor internally at ext or from outside St. Joe at You may be eligible for financial assistance through government or private sources. For other billing questions, please call Patient Responsibilities 4 Be considerate of other patients, staff and hospital property. Be attentive to how the sound of your radio, TV and visitors may affect others. 4 Provide a complete and accurate medical history. Details are important in your doctor s ability to identify your illness or injury and properly prescribe treatment. 4 Tell us if you don t understand anything you are being asked to do or not do. Ask questions if we haven t fully explained any aspect of your care. 4 Tell your nurse or doctor if you notice any change in how you feel. He or she will inform you if it is a normal part of your treatment. We Care About You If you have concerns about the care you or your family member received, we encourage you to speak with your caregiver or with the nurse manager. If you feel that your issue wasn t resolved, contact Patient Relations from a St. Joe telephone at ext or from outside St. Joe at The Chicago Regional Office (Region 5) should be your initial point of contact on any Medicare, Medicaid or State Children s Health Insurance Program issue in Michigan. Contact Information: Please use the telephone numbers and addresses listed below. Regional Administrator for Chicago Regional Office, Jackie Garner Deputy Regional Administrator, Chicago Regional Office, Gwen Sampson ROCHIORA@cms.hhs.gov : 19

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21 Television Channel Listing 2 FOX 2 3 WB 4 NBC 5 CW 6 PBS 7 ABC 8 Fox News 9 Freeform 10 USA Network 11 HGTV 12 Disney 13 ESPN 14 WADL/TV38 15 CBS 16 BET Network 17 Food Network 18 WPDX/TV31 21 Nickelodeon 22 St. Joseph Chapel 23 History Channel 24 TBS 25 Discovery 26 TNT 27 AMC 28 Turner Classic Movies 29 ESPN2 30 Fox Sports Network 31 Lifetime 32 FX 33 Speed Channel 34 NBC Sports Network 35 A&E 36 Big Ten Network 37 E! 38 CNBC 39 TLC 40 CNN 41 CNN Headline News 44 St. Joseph TV 45 Relaxation Channel 95 WGN 96 C-SPAN 99 CBC Notes : 21

22 Preparing for Discharge When You Leave St. Joe 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. Going Home When your doctor feels you are ready to leave the hospital, he or she will authorize a hospital discharge. Please speak with your nurse about discharge procedures. Here are a few tips to make the process run smoothly: n Be sure you and/or your loved ones 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 at the front entrance of the hospital. n Check your room, bathroom and bedside table carefully for any personal items. n Make sure you or your loved one has all necessary paperwork for billing, referrals, prescriptions, etc. Your Hospital Bill and What It Covers The hospital bill covers the cost of your room, meals, 24-hour nursing care, laboratory work, tests, medication, therapy, and the services of hospital employees. You will receive a separate bill from your physicians for their professional services. The hospital is responsible for submitting bills to your insurance company and will do everything possible to expedite your claim. You should remember that your policy is a contract between you and your insurance company, and you have the final responsibility for payment of your hospital bill. Coordination of Benefits (COB) Coordination of Benefits, referred to as COB, is a term used by insurance companies when you are covered under two or more insurance policies. This usually happens when spouses or partners are listed on each other s insurance policies, both parents carry their children on their individual policies, or there is eligibility under two federal programs. This also can occur when you are involved in a motor vehicle accident and have medical insurance and automobile insurance. 22 : PHYSICIAN REFERRAL

23 Most insurance companies have COB provisions that determine who is the primary payer when medical expenses are incurred. This prevents duplicate payments. COB priority must be identified at admission in order to comply with insurance guidelines. Your insurance may request a completed COB form before paying a claim, and every attempt will be made to notify you if this occurs. The hospital cannot provide this information to your insurance company. You must resolve this issue with your insurance carrier in order for the claim to be paid. Medicare This hospital is an approved Medicare provider. All services billed to Medicare follow federal guidelines and procedures. Medicare has a COB clause. At the time of service, you will be asked to answer questions to help determine the primary insurance carrier paying for your visit. This is referred to as an MSP Questionnaire and is required by federal law. Your assistance in providing accurate information will allow us to bill the correct insurance company. Medicare deductibles and co-insurance are covered by your secondary insurance. If you are admitted to observation, you may be billed for self-administered medications. If you do not have secondary insurance, you will be asked to pay these amounts or establish a payment plan. If you are unable to pay these amounts, we will help you determine if you qualify for a statefunded program. For Self-Pay Patients/Balances After Insurance The Patient Accounting Department will send statements for the payment of self-pay accounts. You will receive two to three billing statements and two to three telephone calls over a 90-day period to obtain a payment or to make payment arrangements. If formal payment arrangements are not established and the account is not paid in full within the 90-day period, the account will be placed with a collection agency. Commercial Insurance As a service to our customers, we will forward a claim to your commercial insurance carrier based on the information you provide at the time of registration. It is very important for you to provide all related information such as policy number, group number and the correct mailing address for your insurance company. Need Financial Assistance? Consistent with its core mission and values, St. Joseph Mercy Oakland is committed to making quality care affordable to those with limited financial means. We have financial counselors who can work with you to determine all possible assistance options, including federal, state and county programs and our Mercy Support program. To determine if you are eligible for financial assistance, please contact one of our financial counselors at within three days after you have been discharged : 23

24 Speak Up! Take charge of your care. The Speak Up! program is sponsored by The Joint Commission. Speak Up! urges patients to get involved in their care. Research shows that patients who take part in decisions about their health care are more likely to have better health outcomes. Help Prevent Errors in Your Care Everyone has a role in making health care safe. You play a vital role in making your care safe by becoming an active, involved and informed member of your health care team. Speak up if you have questions or concerns. Speak up if you don t understand and ask your questions again. It s your body and you have a right to know. n Your health is too important to worry about being embarrassed if you don t understand something that your doctor, nurse or other health care professional tells you. n Don t be afraid to ask about safety. For example, if you are having surgery, ask the doctor to mark the area that is to be operated on so there is no confusion in the operating room. n Don t be afraid to tell the nurse or the doctor if you think you are about to receive the wrong medicine. n Don t be afraid to tell the doctor, nurse or other health care professional if you think he or she has confused you with another patient. Pay attention to the care you receive. Make sure you are getting the right treatments and medicines by the right health care professional. Don t assume anything. n Tell your doctor or nurse if something doesn t seem right. n Expect health care workers to introduce themselves when they enter your room. Look for their identification (ID) badge. For example, a new mother should know the person to whom she hands her baby. If you are not sure ASK! n Notice if your caregiver washes his or her hands. Handwashing is the most important way to prevent the spread of infections. Do not be afraid to ask your doctor or nurse to wash his or her hands in front of you. 24 : PHYSICIAN REFERRAL

25 n Know what time of day you usually are given your medicine. If it does not happen, bring this to the attention of your doctor or nurse(s). n Make sure your doctor or nurse confirms your identity by checking your wristband or asking your name before you are given any medicine or treatments. Educate yourself about your diagnosis. your medical tests, your treatment plan and what is covered by your health insurance plan. n Ask all of your doctors about the specialized training and experience that qualifies them to care for you during your illness. n Gather information about your condition. Good sources include your doctor(s), your nurse(s), your library, respected websites and support groups. n Write down important facts your doctor tells you so you can look for additional information later. Ask your doctor if he or she has any written information you can keep. n Ask if your health insurance plan dictates standard procedures for certain diseases or medical conditions. n Be sure you know what procedures are covered or not covered by your health insurance plan. Also find out if your plan covers your expenses if you go to a doctor or hospital outside the network. n Read all medical forms. Make sure you understand them before you sign the forms. If you don t understand, ask your doctor or nurse to explain them. 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. Alcohol-based hand sanitizers 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 : 25

26 What Are Your Advance Directives? Your advance directive is destroyed once you are discharged from the hospital. You must create a new advance directive each time you are readmitted. In this way, you ensure that the hospital has your most current information. For more information about advance directives or to obtain forms, please speak with your caregiver or access our website at org. An advance directive for health care protects your right to refuse or request medical treatment in the event you lose the ability to make decisions yourself. Michigan does not have a statute recognizing the use of living wills; therefore, there is no living will for the state of Michigan. Michigan courts are, however, beginning to recognize living wills, and having one is important. It will help those making decisions for you understand your wishes. The Michigan Designation of Patient Advocate for Healthcare (also known as a durable power of attorney for health care) lets you name someone to make decisions about your medical care including decisions about life support, mental health treatment and anatomical gifts if you can no longer speak for yourself. The Designation of Patient Advocate for Healthcare is especially useful because it allows you to appoint someone to speak for you anytime you are unable to make your own medical or mental health treatment decisions, not only at the end of life. It becomes effective: n in the case of medical treatment decisions, when your doctor and one other physician or licensed psychologist examine you and determine in writing that you are unable to make medical treatment decisions. The written determination shall be made part of your medical record (prior to its implementation) and must be reviewed at least once a year. n in the case of mental health treatment decisions, your patient advocate may only exercise his or her authority if a licensed physician and a mental health practitioner both certify, in writing and after examining you, that you are unable to give informed consent to mental health treatment, and if you have specifically given him or her permission to make such decisions n in the case of anatomical gift decisions, your patient advocate may only exercise his or her authority after you have been declared dead by a licensed physician 26 : PHYSICIAN REFERRAL

27 Your Privacy & Information We at St. Joe are required by law to maintain the privacy of individually identifiable patient health information (this information is protected health information and is referred to herein as PHI ). We also are required to provide patients with a Notice of Privacy Practices regarding PHI. We only will use or disclose your PHI as permitted or required by applicable state law. This Notice applies to your PHI in our possession including the medical records generated by us. St. Joe understands that your health information is highly personal, and we are committed to safeguarding your privacy. Who must follow this law? n Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes, and many other health care providers and their vendors n Health insurance companies, HMOs and most employer group health plans n Certain government programs that pay for health care, such as Medicare and Medicaid What information is protected? n Information your doctors, nurses, and other health care 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 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 your provider or health insurer. You also can file a complaint with the U.S. government. Go online to 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 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 : 27

28 Your Privacy & Information How do I get copies of my medical records? n To request a copy of your medical records, please contact your caregiver for a copy of the Patient Information Release Authorization. n The Patient Information Release Authorization should be signed, dated and delivered to the Medical Records Department (located in the lower level of the hospital). Only the patient, the patient s legal guardian, the parent of a minor patient or the personal representative of a deceased patient may sign. If the patient is not signing, a copy of the Letters of Authority as Legal Guardian or as Personal Representative must accompany the form. n St. Joe will respond to your request within 30 days of its receipt. 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 health care, your information can be used and shared: n For your treatment and care coordination n To pay doctors and hospitals for your health care and help run their businesses n With your family, relatives, friends or others you identify who are involved with your health care or your health care 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 n To make required reports to the police, such as reporting gunshot wounds 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 If you have any questions regarding your medical records, please call the Release of Information department at between hours 8:30 a.m. and 5 p.m. (Monday through Friday). 28 : PHYSICIAN REFERRAL

29 Patient Experience Patience Experience Team A Chinese philosopher by the name of Lao-tzu once penned a quote that interestingly correlates to a patient s health care experience: The journey of a thousand miles begins with a single step. At St. Joseph Mercy Oakland, our entire staff physicians, nurses, clinicians and all those who support a patient s care through training and experience, realize that the path to health and wellness is a personal journey with many steps along the way. We seek to provide a positive experience for our patients by transforming today s health care with integrated advanced technology to keep our patients safe and improve outcomes. As we continue to lead the way by focusing on creating outstanding experiences for you, our patients, we ask for your feedback. If you have had a recent care experience at St. Joe s, you may receive a survey regarding your health care encounter. We ask that you please take a moment to provide us with your feedback. Sharing your thoughts with us is important to our success. We embrace this shared journey with you as our privilege. If you would like more information about SJMO patient experience, or to contact a patient experience team member, please call Patient Experience Team: Bryan Fowler, Julie Johns, Susan Lang, Barb Stephen : 29

30 Giving Back Matching gifts Many employers have matching gift programs, which will match all or part of your gift to St. Joseph Mercy Oakland. Please call your company s HR department to see if they participate in a matching gift program. To learn more about our giving opportunities, please contact a member of the St. Joe Fund Development Staff from within the hospital at or call St. Joseph Mercy Oakland is a 501(c)(3) nonprofit organization. Contributions to the hospital may be deductible as a charitable contribution for federal income tax purposes. Please consult your tax advisor. There are many ways to help your community. Many Ways to Give Many Lives to Touch Improving the health of our community is the hallmark of St. Joseph Mercy Oakland. With medical specialties focused on healing the body, mind and spirit, St. Joe s delivers award-winning, compassionate, quality health care to all who enter our doors. Our Community Outreach programs touch many lives and help those in need in the community. Gifts from our friends, patients and their families help support the growing needs of St. Joe s and our programs. If you would like to make a gift in support of campus regeneration, community outreach programs, nurse education, physician education and more, you can send your donation to: St. Joseph Mercy Oakland Fund Development, H Woodward Ave. Pontiac, MI Credit card payments may be made securely online at stjoesoakland.org/make-a-donation You also may call with your information. Memorials and Tribute Gifts We would be honored to accept a memorial gift in a loved one s name or a tribute for a special occasion such as a birthday or anniversary. We will thoughtfully acknowledge your gift to the honoree without disclosing the actual amount. To learn more about St. Joseph Mercy Oakland and how you can make a gift, please contact our Fund Development Department at St. Joseph Mercy Oakland is a 501(c)3 nonprofit organization. Gifts to St. Joseph Mercy Oakland are tax deductible as allowed by the Internal Revenue Service. 30 : PHYSICIAN REFERRAL

31 Staff, Leadership and Care Set St. Joe s Apart Anita Gala and her husband, Jim Brown, have all the bases covered when it comes to St. Joseph Mercy Oakland. Following retirement from their careers, both began Jim Brown and Anita Gala volunteering at St. Joe s. Jim and I have been volunteers for a combined 24 years of service at St. Joe s Hospital in several capacities. Anita is a volunteer at the hospital s Alice Gustafson Ambulatory Center, greeting patients and guests, while Jim is a frontline volunteer at the hospital s main entrance welcome desk. They are strong supporters and advocates of St. Joe s. We are proud to be part of a hospital that honors the dignity of the individual and treats the whole person body, soul, mind and spirit. We have both been patients at St. Joe s and truly felt cared for and in the hands of family, Anita explained. In addition to volunteering once a week, Anita and Jim are devoted members of the hospital s major donor society, the McAuley Club. Through their membership, Anita and Jim actively participate in educational presentations, luncheons and social activities. They enjoy of the McAuley Club s annual Mass of Thanksgiving. This service is held in the hospital s new chapel, which Anita and Jim helped support through a generous challenge grant they created, inspiring others to give. We are honored to be part of the McAuley Club, the supportive champions of St. Joe s uniqueness: its advanced medical expertise and spiritual component embracing God s healing that flows through its services, Anita said. The sensitive and insightful leadership of Shannon Striebich makes St. Joe s a healing place like no other. For information on how you can support St. Joe s mission, please contact our Fund Development Department at Providing Comfort and Care Mercy volunteers have been providing comfort and care to our patients and their families for over 80 years. They assist in the Estes Heart Center, the surgical waiting lounge and many other areas of the hospital. They are at the front desk daily greeting and providing assistance to those that enter our doors. Please contact Volunteer Services at or at PO-Volunteer Services@ stjoeshealth.org to learn more about volunteering at St. Joseph Mercy Oakland or to request an information package : 31

32 Spiritual Care Spiritual Care at St. Joseph Mercy Oakland Members of the Spiritual Care team offer emotional and spiritual support to patients, families, caregivers and volunteers who are open to their services. The chaplains work as part of patient care teams in conjunction with physicians, nurses and other caregivers, and provide emotional and spiritual support, sacramental ministries, and ministry to grieving and bereaved people. Mass and prayer services, short-term pastoral counseling and referrals are offered, along with networking with community clergy. Patients who feel the need for their support at any time should call the operator and ask to speak to a chaplain, or ask their nurse to do so. They also can be reached via the GetWell Network or by calling ext The Chaplain Office is located on the first floor near the North Tower elevator. The staff of St. Joe respects religious diversity. We make every effort to accommodate requests related to your religious beliefs that will make your experience with us as comfortable as possible. Chaplains are in the hospital every weekday from 6:30 a.m. to 8:30 p.m., but also are on call at all times. Priests are here virtually every weekday to offer the Sacrament of the Sick to our Catholic patients. The Chapel is located on the first floor near the lobby. It is open 24 hours a day for private reflection. Mass or Communion Service is celebrated in the Chapel at noon most weekdays. You are welcome to join us in the Chapel, or you may view Mass on your television on channel : PHYSICIAN REFERRAL

33 St. Joe Community Programs DIABETES SELF-EDUCATION MANAGEMENT The St. Joe Diabetes Self-Management Training Program provides diabetes education and support for diabetic patients and their families. Participants learn to successfully manage their disease through exercise, nutrition and stress management, as well as with medication. This program was one of the first to be implemented in the area and is certified by the state of Michigan, the American Diabetes Association and the Association of Diabetes Educators. Over 25 years in existence, our program is staffed by certified diabetes educators: pharmacist and dietitian. DIABETES SELF- EDUCATION MANAGEMENT : 33

34 St. Joe Community Programs FAITH COMMUNITY NURSING St. Joe s Faith Community Nurses assist the local faith communities in leading full, abundant and healthy lives by providing health ministry, spiritual care, health consultation education and training. The Faith Community Nurses also participate in many community events providing health risk assessment screenings, referrals and educational resources. COMMUNITY HEALTH PROGRAMS Community Health Promotion is an outreach program designed to improve the health of the community through early detection of disease, education and chronic disease management. General assistance is provided with navigating the local health care system for uninsured and underinsured community members through the use of lay health educators (community health navigators). This program also offers free health risk assessments, healthy lifestyle workshops, screenings and educational sessions at various times and locations each month. Contact us for additional information about Community Health Promotion and to register for an upcoming healthy living workshop. 34 : PHYSICIAN REFERRAL

35 St. Joseph Mercy Oakland Urgent Care Centers We re Here When You Need Us When you need urgent medical attention that is not life threatening, turn to St. Joseph Mercy Oakland (St. Joe) Urgent Care Centers. We have locations in Lake Orion, Waterford and White Lake, so we re close to you whether you are at home or work. All of our physicians at our Urgent Care Centers are board certified in family medicine or internal medicine. Because our urgent care centers are part of St. Joseph Mercy Oakland, all carry accreditation by The Joint Commission. All also use an electronic medical record, FirstNet, that carries many benefits to patients and their physicians including: n Accessibility of health care information n Ease of transition in care with information flow from urgent care to acute care n Access to previous medical history, allergy and medication information n Medication/allergy checking and alert n Electronic process to identify follow-up for diagnostic tests n EOG viewing Go to Urgent Care When You Have: n Minor asthma-related symptoms n Bronchitis n Minor cuts or animal bites n Broken bones or sprains n Skin rashes, sunburns or minor burns n Fever n Upper respiratory and sinus infections n Illness with nausea, vomiting and/or diarrhea n Eye infections, pink eye, styes n Bladder infections n Skin infections (such as impetigo, cold sores, athlete s foot) Lake Orion Urgent Care Located on the first floor of the Bald Mountain Regional Medical building, 1375 S. Lapeer Rd., Ste 106, Lake Orion, MI Phone: Open Monday through Friday from 8 a.m. to 9 p.m. and weekends and holidays from 9 a.m. to 5 p.m. Waterford Urgent Care 5210 Highland Rd., Ste. 101, Waterford, MI Phone: Open Monday through Friday from 8 a.m. to 9 p.m., weekends from 9 a.m. to 6 p.m., and holidays from 9 a.m. to 5 p.m. White Lake Urgent Care 320 Town Center Blvd., White Lake, MI Phone: Open Monday through Friday from 8 a.m. to 9 p.m., weekends from 8 a.m. to 8 p.m., and holidays from 9 a.m. to 5 p.m : 35

36 Rehabilitation Services LOCATIONS Main Campus Rehabilitation Center Woodward Ave., Suite 105 Pontiac, MI Phone: Fax: White Lake Rehabilitation Center (in the Village Lakes off Highland Road) 320 Town Center Blvd. White Lake, MI Phone: Fax: Early Morning and Evening Appointments Easy-Access Parking Convenient Locations For more information about St. Joe Rehabilitation Services, please call or visit stjoesoakland.org. St. Joe Outpatient Rehabilitation Services A leader in Quality and Patient Satisfaction Full spectrum of services for physical therapy, occupational therapy, speech and language pathology, and audiology. With two convenient locations in Oakland County, St. Joseph Mercy Oakland Rehabilitation Services excel at helping people regain their independence after illness or injury. We offer comprehensive rehabilitation services with the latest treatment options and compassionate, expert medical care. Conditions treated include, but are not limited to: n Sport and work-related injuries n Amputations n Geriatric conditions n Spinal cord and brain injuries n Neurological and stroke n Orthopedic n Musculoskeletal conditions Specialty Programs in: n Lymphedema n Urinary incontinence n Vestibular therapy n Pediatrics Additional Programs St. Joe Audiology Services Woodward Ave. Pontiac, MI Phone: Specializing in: Pediatric and adult hearing evaluations, newborn hearing screens, electronystagmography and auditory brainstem response. Driver s Rehabilitation Woodward Ave. Pontiac, MI Phone: Specializing in: Classroom and on-road training. 36 : PHYSICIAN REFERRAL

37 Retail Gift Shop and Services Gift Shop and Services Along the Grand Concourse, you ll be sure to find what you re looking for, whether it s a book to pass the time or a delicious snack. Joe s Java Open to serve you: 6:30 a.m. to 8 p.m. Joe s Java is a gourmet coffee bistro offering something for everyone. We have a variety of fresh-baked goods along with our delicious sandwiches. We are open late every night for everyone s convenience. Gift Shop Open to serve you: Monday through Saturday, 7 a.m. to 7 p.m.; Closed Sunday Our gift shop has gifts for every occasion. Whether you re shopping for your loved one or yourself, we have what you need! You ll find women s fashions, newborn gifts, balloons, flowers and, of course, candy and snacks. Market Place Open to serve you: Monday through Friday 7 a.m. to 7:30 p.m.: Closed Sunday Fresh soup and salads available between 10:30 a.m. and 7 p.m. Saturday and Sunday, 10 a.m. to 7 p.m. Fresh soup and salads available between 11 a.m. and 7 p.m. A great place for a quick snack or to pick up groceries before you head home. The convenience shop carries bread, milk, chips and candy. We also carry magazines and a great book selection for all readers : 37

38 GEORGE DORSEY The more you use your brain, the more brain you will have to use. Crossword ACROSS 1 Israelite tribe 4 Biblical giants 8 Universe (pref.) 12 Stitchbird 13 Synthetic rubber 14 Table scraps 15 Eg. god of pleasure 16 Tallow (2 words) 18 Madame Bovary 20 Commotion 21 Padded jacket under armor 25 Son of Zeus 29 Dish (2 words) 32 Ganda dialect 33 Agent (abbr.) 34 Indian sacred fig 36 "Blue Eagle" 37 Ravine 39 Immense 41 Swelling 43 State (Ger.) 44 Medieval shield 46 Before (Lat.) 49 Culm (2 words) 55 Fiddler crab genus 56 Snake (pref.) 57 Unfledged bird 58 Centers for Disease Control (abbr.) 59 Love (Lat.) 60 Tooth (Lat.) 61 Exclamation DOWN 1 Deride 2 Attention-getting sound 3 Raze 4 Amer. Bar. Assn. (abbr.) 5 Pigeon 6 Black cuckoo 7 Hindu god of love 8 Banner 9 Yellow ide 10 As written in music 11 Mountain standard time (abbr.) 17 Amer. Dental Assn. (abbr.) 19 Pointed (pref.) 22 End 23 Auricular 24 Rom. historian 26 Build 27 Irish sweetheart 28 Hall (Ger.) 29 Created 30 Old-fashioned oath 31 Beer ingredient 35 Afr. worm 38 Vomiting 40 Drain 42 Amer. Cancer Society (abbr.) 45 Habituated 47 Alternating current/direct current (abbr.) 48 Apiece 49 Tibetan gazelle 50 Revolutions per minute (abbr.) 51 Exclamation 52 Nautical chain 53 Belonging to (suf.) 54 Manuscripts (abbr.) ANSWER KEY Source: 38 : PHYSICIAN REFERRAL