Martin Health Patient Guide

Transcription

1 Martin Health Patient Guide Tradition Medical Center Martin Medical Center Martin Hospital South martinhealth.org

2 Table of Contents WELCOME QUALITY PATIENT CARE... 4 Patient Advocacy Health Care Choices/Advance Directives... 4 Patient s Bill of Rights and Responsibilities... 5 Cost / Reimbursement Non-Discrimination... 7 HOSPITAL SERVICES Gift Shop... 8 Housekeeping/Environmental Services... 8 Linens Meal Service and Dining Guide... 8 Meal Service Hours of Operation... 8 Pastoral Care... 9 Special Aids... 9 Telephone Services... 9 Television... 9 Visiting Policy Volunteers Wi-Fi PATIENT SAFETY AND PROTECTION Electrical Appliances Handwashing/Effective Infection Control Isolation (Transmission-Based Precautions) Lost and Found Rapid Response Team Security Smoking Policy PREPARING TO LEAVE Case Management MyChart - Your Online Medical Record Understanding Your Statement and Arranging Payment RECOGNITION OF OUTSTANDING CARE Guardian Angel Recognition Daisy Award for Nurses Discharge Planning Checklist Notes Martin Health System

3 Welcome Thank you for choosing Martin Health System. This guide contains information that will assist you during your stay with us. Our goal is to make your stay as pleasant and comfortable as possible. If we are ever not meeting that goal, please let your care provider know. Please review the information in this patient guide carefully. If you have any questions, your doctor or nurse will be glad to answer them. While you are in the hospital, your nurse may give you additional pamphlets or educational materials about your health and your treatment plan. This folder provides a handy place to keep all of that information so that you and your family can refer to it as needed. Please remember your own physician s advice is essential to your treatment. The information in this guide is not intended to take the place of your physician s advice; the guide was developed to supplement it. If you have questions regarding your care, it helps to write them down so you can remember them when talking with your caregivers. At Martin Health, all of our care providers are committed to our mission of providing exceptional health care, hope and compassion to every person, every time. Our Office of Patient Experience is available to assist patients, family members and visitors with questions or concerns related to a hospital stay or facility visit. Any time that a concern is not resolved, simply reach out to our Patient Experience team at or patientexperience@ martinhealth.org. We know you have choices when selecting your health care providers. Thank you for choosing Martin Health System. martinhealth.org 3

4 Quality Patient Care Martin Health System staff and volunteers dedicate themselves to patient centered care, and we are committed to serving you and to resolving any concern that may arise. Occasionally, you or a family member may have a care concern and not know where to turn. Each unit has a nurse director or manager who will address your personal concern promptly and thoroughly. On weekends and at night, you may contact the nursing supervisor through the operator by pressing zero. These individuals are available to help you or your family with any problem you may experience. You may also contact the Patient Advocate if you have a concern during your visit which has not been resolved to your satisfaction by the staff present or the director of the area. The Patient Advocate can be reached at the Patient Experience office, or Risk Management Department , Monday through Friday 8:30 a.m. to 5:00 p.m., or you may submit a written grievance to: Martin Health System Patient Advocate PO Box 9010 Stuart, FL In addition, if you have a concern about care, safety, billing or the inpatient discharge process that our staff has not been able to resolve, you may also contact: Patient Advocate, Martin Health System, PO Box 9010, Stuart, FL ; Agency for Health Care Administration, Consumer Services Unit, PO Box 14000, Tallahassee, FL 33317; ; web: Insurance Consumer Advocate, Department of Financial Services, Division of Consumer Services, 200 E. Gaines St., Tallahassee, FL 32399; Health Services Advisory Group, 3000 Bayport Drive, Suite 300, Tampa, FL 33607; The Joint Commission, Office of Quality and Patient Safety, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181; ; patientsafetyreport@jointcommission.org Once discharged, you may receive a patient satisfaction survey and we encourage you to complete the survey. Your feedback is welcomed and appreciated as it allows us the opportunity to review and make improvements to provide the best possible services to our community. If you feel your rights as a patient have been violated and it is not resolved by other means, you, your family representative or health care provider may request an ethics committee consultation. You have a right to participate in the discussion. Assistance is available to you in this process. For further information, contact the risk management department at Health Care Choices/Advance Directives Take an active role in your health care. You have the right to tell us your wishes verbally or in writing regarding your health care choices. Forms are available from your nurse for selecting a representative to voice your health care choices, developing a traditional living will and a detailed advance directive. Your nurse or physician can assist you with the forms. In addition, you may select a Support Person. This individual may exercise your visitation rights on your behalf when you are unable to do so. The Support Person may or may not be your designated surrogate decision-maker or legal healthcare representative. 4 Martin Health System

5 Patient s Bill of Rights and Responsibilities Florida law requires that your health care provider or health care facility recognize your rights while you are receiving medical care and that you respect the health care provider s or facility s right to expect certain behavior from you. You may request a full text of the law from your care provider or facility. Martin Health System has formally adopted the patient s rights and responsibilities in accordance with Florida law and the Joint Commission s standards. No listing of patient rights can assure the respect of those rights. A health care provider has many functions to perform, including the prevention and treatment of disease and the education of both health professionals and patients. All these activities must be conducted with an overriding concern for the patient and, above all, the recognition of his dignity as a human being. 1. A patient has the right to be treated with courtesy and respect, with appreciation of his individual dignity, in a safe setting, and with protection of his need for privacy, including consideration of the psychosocial, spiritual and cultural variables that influence the perceptions of illness. 2. A patient has the right to be free from mental, physical, sexual and verbal abuse, neglect and exploitation. 3. A patient has the right to confidentiality, including his clinical records and the right to access information in his medical record in a reasonable time frame. 4. A patient has the right to a prompt and reasonable response to questions and requests. 5. A patient has the right to know who is providing medical services and who is responsible for their care. 6. A patient has the right to know what patient support services are available, including whether an interpreter is available if they do not speak English. 7. A patient has the right to facilities that routinely provide services to patients and must make these services available to the deaf (TTY). 8. A patient has the right to know what rules and regulations apply to their conduct. 9. A patient has the right to have family members or representative and their own physician notified promptly of his admission to the hospital. 10. A patient has the right to be given by their health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis and to participate in their plan of care. 11. A patient has the right to refuse any treatment, except as otherwise provided by law. 12. A patient has the right to be given, upon request, full information and necessary counseling on the availability of known financial resources for their care. 13. A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the healthcare provider or health care facility accepts the Medicare assignment rate. 14. A patient has the right to receive, upon request, prior to treatment, a reasonable estimate of charges for medical care. 15. A patient has the right to receive a copy of a reasonably clear and understandable, itemized bill and upon request, to have charges explained. 16. A patient has the right to impartial access to medical treatment or accommodations regardless of race, national origin, religion, handicap or source of payment. 17. A patient has the right to treatment for any emergency medical condition that will deteriorate from failure to provide treatment. 18. A patient has the right to know if medical treatment is for purposes of experimental research and to give his consent or refusal to participate in such experimental research. 19. A patient has a right to expect effective pain management and health care providers who respond in a timely manner to their complaints of pain. 20. A patient has the right to be free from the use of seclusion or restraint unless clinically required and free of seclusion or restraint of any form as a means of coercion, discipline, convenience or retaliation. martinhealth.org 5

6 Cost/Reimbursement Ambulance transports must be medically necessary and reasonable to meet the requirements for Medicare/ Medicaid and insurance reimbursements. The following physical conditions are examples of those that meet Medicare requirements: Bed-confined: unable to get up from bed without assistance, unable to walk, and unable to safely sit in wheelchair ECG Monitor/IV Mediations Advanced Airway Management Chemical Restrained/Sedation Dementia/Confusion/AMS Severe Weakness Oxygen Therapy If the medical transport is not covered by insurance, payment is requested at time of transport based on the following rates: Advanced Life Support: $462 and $11 per mile* Basic Life Support: $303 and $11 per mile* Non-Medical: $100 and $9 per mile* 6 Martin Health System 21. A patient who is dying has the right to receive care which optimizes their comfort and dignity through treating symptoms that respond to treatment, as desired, in managing pain and acknowledging the psychosocial and spiritual concerns of patient and family. 22. A patient has the right to sign a living will/advance directive and appoint a surrogate to make health care decisions on their behalf; however, the provision of care is not conditioned on the existence of an advance directive. 23. A patient has the right to participate in the consideration of ethical issues that arise in his care. 24. A patient has the right to express grievances regarding any violation of their rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served them and to the appropriate state licensing agency. Patients may file a complaint by contacting the Agency for Healthcare Administration Consumer Assistance Unit at A patient has the right to designate and receive visitors of their choosing. Visitors will be allowed equal access regardless of race, color, national origin, religion, sex, gender identity, sexual orientation or disability, subject to hospital visitation policies. 26. A patient is responsible for providing to their health care provider, to the best of the knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications and other matters relating to their health. 27. A patient is responsible for reporting unexpected changes in his condition to the health care provider. 28. A patient is responsible for reporting to their health care provider whether he comprehends a contemplated course of action and what is expected of them. 29. A patient is responsible for following the treatment plan recommended by his health care provider. 30. A patient is responsible for keeping appointments and, when he is unable to do so for any reason, for notifying the health care provider or health care facility. 31. A patient is responsible for their actions if they refuse treatment or does not follow the health care provider s instructions. 32. A patient is responsible for assuring that the financial obligations of their health care are fulfilled as promptly as possible. 33. A patient is responsible for following health care facility rules and regulations affecting patient care and conduct. *Rates subject to change

7 Non-Discrimination Martin Health System complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Martin Health System does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. Martin Health System: Provides free aids and services to people with disabilities to communicate effectively with us, such as qualified sign language interpreters and written information in other formats (large print, audio, accessible electronic formats, other formats). Provides free language services to people whose primary language is not English, such as qualified interpreters and Information written in other languages. If you need these services, contact the Section 1557 Coordinator, (Chief Compliance Officer, Margaret Hopkins) at or If you believe that Martin Health System has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with the Section 1557 Coordinator (Chief Compliance Officer, Margaret Hopkins) at P.O. Box 9010, Stuart, FL 34995, or , FAX , margaret.hopkins@martinhealth.org. You can file a grievance in person or by mail, fax, or . If you need help filing a grievance, the Section 1557 Coordinator is available to help you. You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue, SW., Room 509F, HHH Building, Washington D.C , , (TDD) Complaint forms are available at ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (Spanish) ATANSYON: Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. Rele (Haitian Creole/French Creole) (Vietnamese) ATENÇÃO: Se fala português, encontram-se disponíveis serviços linguísticos, grátis. Ligue para (Portuguese) (Chinese) ATTENTION : Si vous parlez français, des services d aide linguistique vous sont proposés gratuitement. Appelez le (French) PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa (Tagalog) ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните (Russian) (Arabic) ATTENZIONE: In caso la lingua parlata sia l italiano, sono disponibili servizi di assistenza linguistica gratuiti. Chiamare il numero (Italian) ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: (German) (Korean) UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer (Polish) (Gujarati) (Thai) martinhealth.org 7

8 Hospital Services Gift Gallery Each of our hospital locations has a gift shop that is staffed by our volunteers. Patients and visitors may purchase books, cards, flowers and a selection of delightful gift items. To contact the gift shop, dial: Martin Medical Center - extension Martin Hospital South - extension Tradition Medical Center - extension Hours vary by location, so it is recommended that you call the specific gift shop you wish to visit. Housekeeping/Environmental Services Environmental Services personnel are available at Martin Health System hospitals 24 hours a day. If you have concerns about your room, please contact an Environmental Services associate to assist you. Martin Medical Center - extension Martin Hospital South - extension Tradition Medical Center - extension Linens In support of our environment and our Go Green movement, our linens are laundered every other day or at your request to reduce the use of water and electricity. If you would like your linens replaced, please notify a member of your clinical health care team. Meal Service and Dining Guide In an effort to provide excellent patient and visitor meal service, Martin Health System offers the At Your Request Room Service program. You may select your meals from the room service menu found on your bedside table. If you do not have a menu, please tell your nurse so that one can be provided for you. Meals may be ordered from 7 a.m. to 6:30 p.m. Using your bedside telephone, dial extension (4FOOD) and a room service operator will take your order. Your visitors may also purchase meals using our room service program. The room service operators will be able to tell you more about this option when you dial extension Some Things to Remember You may order what you want to eat within the restrictions of the diet your physician ordered for you. Certain tests require that you not eat for a period of time; when this happens, we will be happy to take your order after the tests have been completed. The timing of meals and some medications is important. Your nurse will review any medications that must be taken on an empty stomach. Please take this into account when ordering your meals. Hours of Operation MARTIN MEDICAL CENTER Cafeteria Monday - Friday 11 a.m. - 2 p.m. Hot Seasonal Entrees, Soup, Salad Bar, Deli, Desserts & Snacks 8 Martin Health System Joe Day Café 7-Days 6:30 a.m. - 10:00 a.m. Grill, Simply to Go, Snacks & Beverages. 10 a.m a.m. Simply to Go Salads & Sandwiches, Snacks & Beverages 11 a.m. - 7:15 p.m. Grill, Pizza, Soup, Simply to Go Salads & Sandwiches, Snacks & Beverages 11 p.m. - 1:30 a.m. Grill, Pizza, Soup, Simply to Go Salads & Sandwiches, Snacks & Beverages

9 Hours of Operation ( Continued) HOSPITAL SOUTH Cafeteria Monday Friday 7 a.m a.m. Grill, Simply to Go, Snacks & Beverages 11:30 a.m. - 2 p.m. Grill, Pizza, Soup, Salad Bar & Deli, Hot Seasonal Entrees, Snacks & Beverages 4:30 p.m. - 7:30 p.m. Grill, Pizza, Soup, Salad Bar & Deli, Hot Seasonal Entrees, Snacks & Beverages 11 p.m. - 1:30 a.m. Grill, Pizza, Soup, Simply to Go Salads & Sandwiches, Snacks & Beverages TRADITION MEDICAL CENTER Cafeteria Monday Friday 7 a.m. - 7 p.m. Simply to Go, Snacks & Beverages 7 a.m a.m. (Breakfast) Grill open 11:30 a.m. - 2 p.m. (Lunch) Grill, Pizza, World Cuisine, Salad, Deli, Soup & Action Station open 4 p.m. - 7 p.m. (Dinner) Grill, Soup World Cuisine & Pizza Seven days a week 11 p.m. - 1:30 a.m. Grill open, Simply to Go, Snacks & Beverages Saturday & Sunday 7 a.m a.m. Grill, Simply to Go, Snacks & Beverages 11:30 a.m. - 2 p.m. Grill, Pizza, Soup, Salad Bar & Deli, Hot Seasonal Entrees, Snacks & Beverages 4:30 p.m. - 7:30 p.m. Grill, Deli, Pizza, Soup & Simply to Go 11 p.m. - 1:30 a.m. Grill, Pizza, Soup, Simply to Go Salads & Sandwiches, Snacks & Beverage Saturday & Sunday 7 a.m. - 7 p.m. Simply to Go, Snacks & Beverages 7 a.m a.m. (Breakfast) Grill open 11:30 a.m. - 2 p.m. (Lunch) Grill, Pizza, World Cuisine, Salad, Deli, Soup and Action Station open 4 p.m. - 7 p.m. (Dinner) Grill, Soup, World Cuisine & Pizza Pastoral Care A chaplain is available seven days a week to offer assistance or to schedule a visit. They can assist the patients and their families contact clergy of any faith tradition or a secular humanist consultant for those who are non-religious. The Chaplain mission is to help those in our facility find courage, hope and meaning to make it through a time of crisis and give them Peace of Mind. Since the chaplain is not always on site, please call the hospital operator at ; the operator will contact the chaplain for you. Special Aids Your nurse can help you obtain phone receivers for the hearing impaired or assist you with translation services. Telephone Services The use of a telephone is provided in each patient room. All local calls are free of charge; long distance or international calls must be billed to your home or credit card. Your friends and relatives can call your room directly by dialing The message will ask for a five digit extension. Or you can call the hospital operator at to be connected. Television Cable television services are provided free to our patients at Martin Health System. Please refer to the cable TV channel list below to find a TV Schedule for your cable station provider: North Channel 26 South Channel 26 Tradition Channel 25 martinhealth.org 9

10 Visiting Policy Martin Health System provides patient centered care. We have open visitation hours and also encourage you to select a Support Person. A Support Person may be a family member, friend, or other individual who is present to support you during the course of your hospital stay. Specialty units may have different visitation policies in order to promote patient care and healing time. Thank you in advance for complying with these polices. We ask you to limit your visitors to two at a time and request that visits be short so that you can get the rest you need. All visitors must obtain a visitor badge from security upon entering Martin Health System. Visitors are encouraged to be soft spoken and limit cell phone usage. Visitors between the age of six and 16 must be accompanied by an adult. Additional visitors should wait in the lobby, kiosk, cafe or cafeteria. If you wish family or friends to receive information about your condition or treatment, you will be provided with a unique Personal Identification Number (PIN). Should your family or friends request information about your condition or treatment, staff will ask for this PIN. If the PIN is provided, staff may provide the requested information within their scope of practice. Research reveals that silence and quiet environments promote healing. Help us create this environment by adhering to the following HUSH times: Afternoon HUSH times: 2-4 p.m. Evening HUSH times: 8:30 p.m. - 6 a.m. Patients on Isolation Precautions: When a patient is in an isolation room, the room will be identified by signage on the door. All visitors must report to the nurse s station for instructions prior to entry. No visitors are permitted under the age of 16. Visitors will wear appropriate barrier attire prior to entry into the patient room. There are certain circumstances that require restrictions or limitations on visitation privileges to avoid interference with care and treatment of the patient and/or other patients, or to protect patient or hospital staff, or other legitimate reasons. These circumstances may include but are not limited to: A court limiting or restraining contact. Behavior presenting a direct risk or threat to the patient, hospital staff, or others in the immediate environment. Behavior disruptive of the functioning of the patient care unit. Disruptive, threatening, or violent behavior of any kind. Limitations on the number of visitors at anyone time. Minimum age requirements for child visitors as designated per unit. Patients need for rest or privacy or need for rest or privacy of another individual in the patient s shared room. Patient s risk of infection by the patient. Visitor s risk of infection by the patient. Necessary protections because of infectious disease outbreak or pandemic. Visitors will be allowed equal access for hospital visitation regardless of race, color, national origin, sex, gender identity, sexual orientation or disability. Volunteers Hundreds of individuals from our community generously donate their time to assist patients and staff members in countless ways. You ll recognize our volunteers by their blue uniforms and photo I.D. badge. 10 Martin Health System

11 Wi-Fi While visting any of the Martin Health System campuses, for your convenience, we offer free Wi-Fi. Connect by going to the Wi-Fi settings on your phone and selecting the network MHS_Guest. Patient Safety and Protection At Martin Health System, our approach to patient safety and protection is based on respect for the well-being and dignity of the patient. Overall patient safety depends on awareness, care and communication between the patients, family and health care team. Electrical Appliances For your safety and that of other patients, you may not bring any electrical appliances from your home to use in your room. If you have a specific need, please talk with your nurse. Handwashing/Effective Infection Control Hand washing is the single most important procedure that is performed in the hospital for preventing the spread of infection. Martin Health is committed to preventing the spread of infection and asks you to join us in this effort. Become a partner with your doctor, nurse and all the healthcare workers that enter your room by asking them the question Did you wash or sanitize your hands? Ask the question any time your doctor, nurse or healthcare professional is about to make direct physical contact with you or touches things that are used in your care. This may be in your room or anywhere else in the hospital. Our healthcare professionals are interested in your care and will expect you to ask them about hand washing. Isolation (Transmission based precautions) Certain contagious diseases or conditions require that we use special precautions (isolation) when providing care. These special types of precautions are Contact, Contact/droplet, Airborne, Droplet, Contact C-Diff, and Neutropenic. If necessary, we will use one of these types of precautions when caring for you. Your doctor and nurse will discuss this with you in detail. There will be a sign on your hospital room door to indicate to healthcare workers and visitors what is required when entering the room. Lost and Found If you have lost something, please contact the security department as they handle lost and found items. Your nurse can help you contact the security department. Rapid Response Team Martin Health System has a Rapid Response Team available 24 hours a day. You may call this team any time you or your family feels you have a serious change in condition that is not being recognized or addressed. Once initiated, a critical care-trained nurse will respond to assist your nurse in assessing the situation, communicating with your physician and initiating any necessary treatment. To access the Rapid Response Team, dial extension from any hospital phone and give them your name, room number and a brief description of what is wrong. Security Martin Health System s security officers are on duty 24 hours a day and are well trained to ensure and maintain the safety and well-being of our patients, visitors, staff and property. If you have any concerns about your safety, please tell your nurse immediately. martinhealth.org 11

12 To keep your valuables safe, please send them home with a family member or a friend. If this is not possible, request they be kept in the cashier s safe upon admission. Your valuables will be released only to you or to your legal representative. Contact your nurse to make arrangements to deposit valuables in the cashier s safe. You may retrieve your valuables from the safe during the cashier s office hours: Monday Friday, 8 a.m. 4 p.m. (closed on holidays) You may retrieve your valuables from the safe after hours, weekends and holidays through the security department. Your nurse can contact security in these situations. If you do not claim your valuables within one week of your discharge, we will notify you at the address you provided upon admission; however, after 90 days, items will be sold or disposed of at the discretion of Martin Health System. Martin Health System is not responsible for loss, theft or damage to any personal belongings you choose to keep with you in the hospital, such as clothing, jewelry, cellular phones, radios, credit cards, money, electric razors, hair dryers, etc. Ensure that essential items you choose to keep with you in the hospital, such as eyeglasses, hearing aids, dentures, canes and walkers, etc. are labeled or kept in special containers or the bedside drawer when not in use. Do not place them on dietary trays or under your pillow. You are responsible for your essential items and personal belongings not placed in the cashier s safe. Smoking Policy In keeping with our mission, Martin Health System promotes a healthy environment for our patients, visitors, associates and volunteers by providing a tobacco-free environment. The use or sale of tobacco products is prohibited in or on all Martin Health owned or leased buildings, grounds, parking lots, ramps, plazas or vehicles. Patients and visitors may not use tobacco products on hospital premises or adjacent property (perimeter sidewalks). We recognize that quitting tobacco is difficult even for a short time. Please consult with your physician as to whether a smoking cessation product would be a viable alternative. Martin Health System, through the Center for Health and Healing in collaboration with Everglades Area Health Education Centers (AHEC), offers FREE Quit Smoking Now classes to help anyone who wants to become tobacco free. The six week classes provide FREE nicotine replacement therapy (patches, gum, lozenges) for those that are eligible, as well as smoking cessation techniques and the support needed to help kick the habit. For more information, please contact Everglades AHEC at or Preparing to Leave Martin Health System s concern for your care continues as you prepare to leave the health system. You and your physician will determine if you need any special assistance after your stay, and our case managers will be available to help you make necessary arrangements with available community resources. We will make every effort to have you discharged as early as possible, so please make arrangements for your travel. As you leave, check your room one more time to make sure you have gathered all of your personal belongings, and remember to withdraw any valuables you may have left in the safe or any home medications stored in the pharmacy. Case Management Martin Health System case managers are licensed nurses and social workers who work closely with patients, their family members, the hospital health care team, insurance companies and community resources to formulate and implement a personalized discharge plan for patients. Discharge arrangements may include, but are not limited to, home health nurses, medical equipment and supplies, acute care hospitals, skilled nursing facilities, and rehabilitation facilities. Case managers are available seven days a week, 8:00 a.m. - 4:30 p.m. If you have any questions before your discharge, dial extension and we will page your personal case manager for you. If you have questions after discharge, you can call Martin Health System

13 MyChart - Your Online Medical Record MyChart gives you online access to your medical record at no cost to you. Whether you are at work, on the road or at home - you can view test results, messages from your doctor s office, your key medical information and more. You can even access your family s records and request your next appointment online. Ask your healthcare provider how you can sign up today, and get connected to your health. Understanding Your Statement and Arranging Payment You may have already made a deposit on your bill before admission, depending on your insurance coverage. If a deposit is still due, a patient financial services representative will contact you or a family member before your discharge to discuss payment arrangements. Our staff will help you in every way possible to understand your insurance coverage and file the appropriate forms; however, your bill is ultimately your personal responsibility. For assistance in working out a payment plan, please call a patient financial representative at extension If you have any questions regarding your bill, please call the business office at , Monday - Friday, 8:00 a.m. - 4:30 p.m. Should you have questions or concerns about your hospital bill, you may also contact: Insurance Consumer Advocate, Department of Financial Services, 200 E. Gaines St., Tallahassee, FL 32399; You may also receive separate billings from your radiologist, pathologist, anesthesiologist, personal physician and any other physicians involved in your hospital care. If you have any questions regarding your physician s bills, please call the individual physician s office for an explanation. Recognition of Outstanding Care Guardian Angel Recognition They give comfort and healing to us and those we love, and meet our needs during difficult times. Who are they? They are the skilled nurses, physicians and other caregivers at Martin Health System who help us when we are in need. Patients and families can recognize these Guardian Angels by making a gift in their honor to the Martin Health Foundation. The Guardian Angel Program provides grateful patients and family members a way to say thank you and the opportunity to support Martin Health while paying tribute to the individual who made a difference in their hospital visit or healthcare. When you make a donation, your Guardian Angel will receive a distinctive pin to wear proudly. Your gift will help fund cutting-edge medical equipment, nursing education and other worthy projects for patient care at Martin Health System. To make a gift, call the Foundation at extension 15634, or allow someone from the Foundation to call you. Your gift will help save lives. Daisy Award for Nurses The Daisy Award is an international program that rewards and celebrates the clinical skill and compassionate care given by nurses every day. DAISY is an acronym for Diseases Attacking the Immune System. The Foundation was formed in November 1999 by the family of J. Patrick Barnes who died at age 33 of complications of Idiopathic Thrombocytopenic Purpura (ITP). Patrick s family created the DAISY Award Program as a way to express their gratitude to nurses for the work they do for patients and their families every day. Martin Health System is proud to be a Daisy Award Partner, recognizing one of our nurses with this special honor every month. Patients, visitors, nurses, physicians and associates may nominate a deserving nurse by completing a nomination form located on patient care units and hospital lobbies. For more information, contact Nursing Administration at Martin Medical Center at extension martinhealth.org 13

14 Your Discharge Planning Checklist: Name: Reason for admission: During your stay, your doctor and the staff will work with you to plan for your discharge. You and your caregiver (a family member or friend who may be helping you) are important members of the planning team. You and your caregiver can use this checklist to prepare for your discharge. Instructions: Use this checklist early and often during your stay. Talk to your doctor and the staff (like a discharge planner, social worker, or nurse) about the items on this checklist. Check the box next to each item when you and your caregiver complete it. o 3 Use the notes column to write down important information (like names and phone numbers). Skip any items that don t apply to you. Action items Notes What is ahead? o Ask where you ll get care after you leave (after you re discharged). Do you have options (like home health care)? Be sure to tell the staff what you prefer. o If a caregiver will be helping you after discharge, write down their name and phone number. Your Health o Ask the staff about your health condition and what you can do to help yourself get better. o Ask about potential problems and what you should do if they arise. Recovery and Support. o Use My drug list on page 15 to write down your prescription drugs, over-the-counter drugs, vitamins, and herbal supplements. o Review the list with the staff. o Tell the staff what drugs, vitamins, or supplements you took before you were admitted. Ask if you should still take these after you leave. o Write down a name and phone number of a person to call if you have questions. o Ask if you ll need medical equipment (like a walker). Who will arrange for this? Write down a name and phone number of a person you can call if you have questions about equipment. o Ask if you re ready to do the activities below. Circle the ones you need help with, and tell the staff: Bathing, dressing, using the bathroom, climbing stairs Cooking, food shopping, house cleaning, paying bills Getting to doctors appointments, picking up prescription drugs o Make sure you have support (like a caregiver) in place that can help you. See Resources on page 16 for more information. 14 Martin Health System

15 Action items Notes o Ask the staff to show you and your caregiver any other tasks that require special skills (like changing a bandage or giving a shot). Then, show them you can do these tasks. Write down a name and phone number of a person you can call if you need help. o Ask to speak to a social worker if you re concerned about how you and your family are coping with your illness. Write down information about support groups and other resources. o Talk to a social worker or your health plan if you have questions about what your insurance will cover, and how much you ll have to pay. Ask about possible ways to get help with your costs. o Ask for written discharge instructions (that you can read and understand) and a summary of your current health status. Bring this information and your completed My drug list to your follow-up appointments. o Use My appointments just below the check list to write down any appointments and tests you ll need in the next several weeks. For the Caregiver/ Support Person o Do you have any questions about the items on this checklist or on the discharge instructions? Write them down, and discuss them with the staff. o Can you give the patient the help he or she needs? o What tasks do you need help with? o Do you need any education or training? o Talk to the staff about getting the help you need before discharge. o Write down a name and phone number of a person you can call if you have questions. o Get prescriptions and any special diet instructions early, so you won t have to make extra trips after discharge. My appointments Appointments and Tests Date Phone number martinhealth.org 15

16 My drug list Filled out on: Fill out this list with all prescription drugs, over-the-counter drugs, vitamins, and herbal supplements you take. Review this list with the staff. If you have Medicare and limited income and resources, you may qualify for extra help to pay for your Medicare prescription drug coverage. For more information about extra help, visit Medicare.gov/publications to view the booklet Your Guide to Medicare Prescription Drug Coverage. Drug name What it does Dose How to take it When to take it Notes 16 Martin Health System

17 Resources: The agencies listed here have information on community services, (like home-delivered meals and rides to appointments). You can also get help making long-term care decisions. If have questions, ask your nurse to contact the Case Manager, they will be able to answer your questions. Area Agencies on Aging (AAAs) and Aging and Disability Resource Centers (ADRCs): Help older adults, people with disabilities, and their caregivers. To find the AAA or ADRC in your area, visit the Eldercare Locator at eldercare.gov, or call KANE Center, Council on Aging of Martin County; 900 SE Salerno Road, Stuart, FL Phone ; Fax Council On Aging of St. Lucie, Inc.; 2501 SW Bayshore Blvd., Port St. Lucie, FL Orange Ave., Ft. Pierce, FL 34950; Phone Fax HANDS of St. Lucie County, A Volunteers in Medicine Clinic; 3855 South US 1, Suite B. Fort Pierce, FL 34982; Phone ; Fax Volunteers in Medicine Martin County, 417 SE Balboa Ave. Stuart, FL 34994; Phone Medicare: Provides information and support to caregivers of people with Medicare. Visit Medicare.gov. Long-Term Care (LTC) Ombudsman Program: Advocate for and promote the rights of residents in LTC facilities. Visit ltcombudsman.org. Senior Medicare Patrol (SMP) Programs: Work with seniors to protect themselves from the economic and health-related consequences of Medicare and Medicaid fraud, error, and abuse. To find a local SMP program, visit smpresource.org. Centers for Independent Living (CILs): Help people with disabilities live independently. For a state-by-state directory of CILs, visit ilru.org/html/publications/directory/index.html. State Technology Assistance Project: Has information on medical equipment and other assistive technology. Visit resna.org, or call to get the contact information in your state. National Long-Term Care Clearinghouse: Provides information and resources to plan for your long-term care needs. Visit longtermcare.gov. National Council on Aging: Provides information about programs that help pay for prescription drugs, utility bills, meals, health care, and more. Visit benefitscheckup.org. State Health Insurance Assistance Programs (SHIPs): Offer counseling on health insurance and programs for people with limited income. Also help with claims, billing, and appeals. Visit shiptacenter.org, or call MEDICARE ( ) to get your SHIP s phone number. TTY users should call Medicaid: Helps with medical costs for some people with limited income and resources. To find your local office, visit Medicare.gov/contacts, or call MEDICARE. martinhealth.org 17

18 Notes 18 Martin Health System

19 Notes martinhealth.org 19

20 Tradition Medical Center Martin Medical Center Martin Hospital South