About Us... 3 Using Your Guide... Rapid Response... Your Satisfaction... Speak Up Telephone Service & Your Care...

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1 In this Guide About Us Using Your Guide Rapid Response Your Satisfaction Telephone Service & 5 Directory Your Stay Visitation Waiting Rooms Cafeteria Vending Machines ATM Wi-Fi Service Gift Shop Pastoral Care Lost & Found Library Interpreter Services Smoking Accessing Your Medical Information Your Room Accommodations Bed Controls Calling Your Nurse Television Meal Service Housekeeping Services Room Temperature Public Restrooms Securing Your Valuables Mail & Flowers Speak Up Your Care Care Team Caregiver Other Contacts Ethics Committee 14 Your Medications Managing Your Pain Planning for Discharge..... Discharge Process Discharge Packet Going Home Medications Other Resources Discharge Phone Call Billing Your Rights As A Patient.... Patient s Rights Advance Directives Privacy Information Medical Treatment Rights Hospital Resources Care Facilities Hotlines & Helplines Your Safety & Security You re In Charge Allergies Tests, Procedures & Treatment Plans Preventing Infection Fall Precautions Deep-Vein Thrombosis Preventing Pressure Ulcers Use of Restraints Colored Wrist Band Name Badges Security Fire and Disaster Drill Electrical Appliances OSU Medical Center Foundation Forms Co-worker Recognition Online Patient Portal Q & A for Your Care Team

2 OSU Medical Center 744 West 9th Street Tulsa, OK Dear OSU Medical Center Guest, On behalf of the OSU Medical Center, I want to thank you and your physician for selecting us to meet your health care needs. We pledge the provision of high-quality care and service, and will treat you and your loved ones with dignity, honesty, and respect during your hospital stay. Our goal and purpose is to provide exceptional health care to every patient, every time. This patient guide has been prepared to answer common questions you and your family may have during your stay. If there are any questions we have not addressed in this guide, please feel free to ask your doctor or an OSU Medical Center health care provider. If for any reason you feel that there is something we can do to improve your stay, please call our patient hotline at extension 1612, or my office at extension 5900, so that one of the members of our administrative team may assist you. Thank you for choosing OSU Medical Center. We wish you a speedy recovery and good health. Sincerely, Rhett Stover President and Chief Executive Officer 2

3 About Us Since 1944, OSU Medical Center has grown from a single structure dating back to 1916 to our current position as the nation s largest Osteopathic teaching hospital where physicians are trained in 11 residency and 10 fellowship programs, graduating over 150 residents annually in primary care and sub-specialties. Together, the hospital and OSU Center for Health Sciences have trained more than 2,240 physicians of which many are actively practicing in Oklahoma. Today more than 300 physicians practice at OSU Medical Center, including specialists in numerous fields. Physician practices are expanding in the greater Tulsa area, which advances our vision of furthering osteopathic medicine. On May 1, 2014, OSU Medical Center entered into a management agreement with Mercy, the fifth largest Catholic health care system in the nation. A solid foundation of quality medical care and compassionate healing has already been built in Tulsa, and the Mercy culture of caring is an ideal fit to expand on that success. Hospital Accreditation OSU Medical Center is accredited by the Healthcare Facilities Accreditation Program under the American Osteopathic Association (AOA). This certificate of excellence sets forth the heart of OSU Medical Center. We pride ourselves in providing exceptional health care, every patient, every time. You are part of the team COMMUNICATE: It s your health; you are encouraged to ask your doctors and nurses questions. PARTICIPATE: You are the center of your health care team so ask questions, understand your treatment plan and medications, and communicate with your doctors and nurses. APPRECIATE: We appreciate your input in your plan of care and depend on your feedback to continue to provide exceptional patient care to every patient, every time. 3

4 Using Your Guide Please keep this manual handy during your hospital stay, as your care team will refer to it often. It contains valuable information you will need throughout your stay and after discharge. At the back of this manual, write down questions about your care for the physician/treatment team members. Also, there are resources in the back of this guide to recognize a member of your health care team! Rapid Response Team What is it? The Rapid Response Team is a group of specially trained professionals who bring critical care expertise to the patient. The purpose of the team is to quickly check the condition of the patient and provide help before there is a medical emergency, such as a heart attack. When to notify your nurse: If there is a noticeable change in the patient s condition that needs immediate attention. Warning signs that a patient is getting worse: Changes in the heart or respiratory (breathing ) rate A drop in blood pressure Changes in urinary output (much more or much less urine) Change in level of consciousness Any time you are worried about the patient If after speaking with a member of the health care team (i.e. nurses, physicians), you continue to have serious concerns on how care is being given, managed, or planned please contact the Patient Care Hotline at Your Satisfaction We encourage your feedback to improve care. Your feedback is important to us. It helps us determine where improvements are needed. After your discharge, an independent company on behalf of the hospital may mail you a confidential patient satisfaction survey. This survey measures your satisfaction with the quality of care. The survey includes multiple choice questions and provides space to write in comments. Your feedback helps us determine what you like about your care and what we need to do better. We appreciate your time to fill out and return the survey. The Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) is a standardized survey backed by the U.S. Department of Health and Human resources. Survey results for participating hospitals are made public so that consumers can review and compare hospital care. Hospitals use the results to determine where changes are needed. You may view the results at 4

5 Telephone Service & Directory Telephones are provided in all patient rooms. Patients can make outgoing calls at any time. From 9:00 p.m. to 7:00 a.m. incoming calls to patient rooms are blocked. --- General hours of operation are weekdays, 8:00 a.m. to 4:30 p.m. To call within the hospital, dial the last four digit extension. Admitting Bioethics & Compliance Committee Business Office/Billing Cafeteria Menu Line Center for Diabetes and Nutrition Education Chaplain Dietary Office Foundation Office Gift Shop Health Information Management/Medical Records Hospital Administration Hospital Financial Counseling Hospital Operator Dial 0 Housekeeping Library Medication Hotline Nursing Administration Patient Care Hotline Security TDD for Hearing Impaired Dial 0 MAIN NUMBER PHYSICIAN FINDER OSU ( ) PATIENT CARE HOTLINE TO PLACE A LOCAL CALL FROM A PATIENT ROOM Dial 9 + the ten-digit number PLACE A LONG DISTANCE CALL Dial 0 TO CALL A PATIENT S ROOM DIRECTLY Dial room number (for example, to call Room 635, dial ). 5

6 Your Stay Visitation We have policies and procedures in place to help you and your patient representative(s) work with our doctors, nurses, and staff to get the most from your hospital stay. Please take a few minutes to review these guidelines with your loved ones. GENERAL VISITING HOURS 9:00 a.m. to 9:00 p.m. All visitors must enter and depart through the ER lobby on the south side of the facility from 9:00 p.m. to 5:00 a.m. Children under age 16 must be accompanied by an adult. Visitors may be asked to leave during an emergency or a patient procedure. Please be respectful of all patients need for rest, quiet and privacy. The following departments have additional instructions. Please ask the nurse for details. Intensive Care Unit (ICU) Two visitors are allowed in the patient s room at a time depending on the patient s condition. Neonatal Intensive Care Unit (NICU) Visitation is open except during nurse shift reports to maintain care and confidentiality. Limited to two family members only. Sibling visitation at the bedside is allowed with proof of up-to-date immunizations. Siblings must be 3 years or older. Siblings less than 12 years of age are not allowed during respiratory season to reduce risk of infection. Post Anesthesia Recovery Unit Visitation is limited to special situations only for short periods of time. Patients require a controlled environment and confidentiality. Patient representative(s) may be allowed to sit with a pediatric patient. An interpreter will be allowed if needed. Waiting Rooms Waiting rooms are located on each patient floor. Most waiting rooms have vending machines and free coffee available. Visitors of critical patients are invited to wait in the Intensive Care Unit Waiting Room located on the north end of the fourth floor. The Surgery/Cardiac Catheterization Waiting Area is on the fourth floor in the west wing of the hospital. A hospital volunteer may staff these areas and visitors should register upon arrival to ensure efficient communication from hospital staff and physicians regarding the patient. 6

7 Cafeteria Visitors are welcome to dine in the cafeteria located on the 2nd floor. The daily menu features cafeteria-style service, a salad bar, a grill and sandwiches on request. To go items are available throughout the day. Patients dining in the cafeteria should notify their nurse first, as proper attire is required. Please wear proper footwear and a robe, or request an additional gown. Hours of Operation Breakfast: 6:00 a.m. to 9:30 a.m. Lunch: 11:00 a.m. to 2:00 p.m. Dinner: 4:00 p.m. to 7:30 p.m. Vending Machines Vending machines offering beverages and snacks are located on the second floor, next to the cafeteria and in the basement as you come off the North elevators. Some patient waiting rooms have vending and snack machines too. Vending machines are available 24 hours a day, 7 days a week. ATM For your convenience, an automated teller machine (ATM) is located on the second floor of the hospital across from the Cafeteria. Wi-Fi Service Wi-Fi is available throughout the hospital. A computer with Internet access is available to patients and visitors near the library entrance. Gift Shop The hospital s gift shop is located in the north lobby on the first floor of the hospital. Cash, check, and credit cards are accepted. Flowers, cards, snacks, toiletries and an assortment of gifts are available. The Gift Shop phone extension is Hours of Operation Monday through Friday, 8:00 a.m. to 8:00 p.m. Saturday, 9:00 a.m. to 7:00 p.m. Sunday, 10:00 a.m. to 6:00 p.m. Pastoral Care A quiet chapel is located on the first floor, east of the Gift Shop. It is always open and available for personal prayer and meditation. A Chaplain is on-call 24 hours a day to provide support and encouragement. The Chaplain can be reached through the hospital operator, or you may leave a message at extension Lost and Found If you lose or find a personal item, please report it immediately to your nurse. Once you have returned home, should you discover that an item has been left behind, you may contact the Security Department at

8 Library The library staff of the OSU Medical Center Library can provide informational materials about illnesses, medication, lab tests, surgeries, procedures and preventive health care. Near the library entrance is a supply of books for patients and visitors to use and a computer with Internet access. If you cannot visit the library in person and would like information, dial extension 5298 or The library staff is available Monday-Friday, 7:30 a.m. to 4:00 p.m. The library is located on the second floor, near the Cafeteria. Interpreter Services Interpreter services are available through an electronic interpreter service. Please contact your nursing staff to provide a connection. Smoking OSU Medical Center is dedicated to promoting good health. To provide a healthier environment for our patients and staff, tobacco use of any kind, including electronic cigarettes is prohibited. OSU Medical Center is a smoke-free campus. Patients who use tobacco should ask their physician about nicotine-replacement therapies during their stay in the hospital. Quitting tobacco is hard, but you do not have to do it alone. Some of the available resources to help quit smoking or using tobacco are listed below. American Cancer Society Nicotine Anonymous American Heart Association Smokefree.gov 800-QUIT-NOW Accessing Your Medical Information Online Patient Portal Your health information is available anytime, anywhere through the Patient Portal. The Patient Portal provides secure Internet access to your health information. There is no cost to use the service. A visit to the Patient Portal provides: Medical history Lab results Discharge summary Radiology and surgery information Review pending appointments Immunization tracking Medication list View allergies, and more You are encouraged to enroll in the Online Patient Portal before leaving the hospital by contacting Another option is to complete the form found in the back of this packet, and then give to your nurse. A username and passcode will be ed to you. If you have given us your address, you may enroll yourself by visiting Click on Online Patient Portal. You will need your medical record number which begins with H. Paper Copy To request a paper copy of your medical records, please complete an Authorization For Use Or Disclosure Of Protected Health Information release form. This form may be obtained by visiting the Health Information Management office or visiting There is a small fee for copies. 8

9 Your Room Accommodations Our policy is to admit patients, assign accommodations and provide treatment without regard to race, color, national origin or religious creed. Your room is designed to support your care as well as your convenience and safety. Certain patient conditions or type of surgery may necessitate specific accommodations. We will make every effort to provide you with the accommodations as you requested. However, if such accommodations are unavailable, our staff will do all they can to make your stay pleasant until another room becomes available. Promptly inform our staff if any equipment in your room is not working properly. Bed Controls The bed is different from yours at home. The control box located on your side rail or the hand held paddle may be used to call your nurse, raise or lower the head or foot of your bed and control the television. The side rails are sometimes raised for safety. Please check with your nurse before moving side rails. Calling Your Nurse You may call for assistance without leaving your bed by pushing the button on your bedside rail or hand held device, or when you are in the bathroom, by pulling the nurse call or emergency cord. If you need further instruction or are unable to use the conventional controls, please let your nurse know so that a different type of call light may be substituted. Please notify your nurse every time you leave your room. Television Televisions are provided in each patient room. Please be considerate of others by keeping the TV volume down and turning off your TV at bedtime. Television service is free and consists of all the local broadcast channels and basic cable channels. Meal Service A well-balanced diet is an important part of your treatment and recovery. Our team of Registered Dietitians will work with your physicians to plan quality meals that meet your nutritional needs. If you are on a special diet ordered by your physician, your diet will be tailored to your needs. Doctors order meals when it is safe for a patient to eat or drink by mouth. If you have questions about your nutrition requirements, have special dietary needs, or if you want to arrange a visit with a Registered Dietitian or Diet Clerk, please call our Diet Office at extension 5846 during the hours of 7:00 a.m. to 7:00 p.m. Patient meals are served during the following times: Breakfast: 6:45 a.m. to 8:30 a.m. Lunch: 10:45 a.m. to 12:30 p.m. Dinner: 4:15 p.m. to 5:45 p.m. If you miss the scheduled meal service time or if you are admitted late in the evening and would like a meal, ask your nurse for a late tray. Please allow up to 45 minutes for service. Visitor Meals Visitors may visit the cafeteria or request a guest tray to be delivered to the patient s room. There is a nominal fee for the guest tray, payable when delivered. To request a guest tray, please inform your nurse or contact the Diet Office at extension

10 Housekeeping Services The housekeeping team wants to keep your room and bathroom clean and sanitized. They will empty your trash, disinfect surfaces, dust, clean the floors and tidy your room for your comfort. Your bed linen must be changed with assistance from the nursing team. If you need any additional housekeeping services or if you have any comments, please call Environmental Services at , or inform your nurse, who will contact Environmental Services for you. Room Temperature In an effort to make your room as comfortable as possible, your room has controlled heating and air conditioning. If the room temperature is not meeting your needs, contact your nursing staff so they can contact facilities. Public Restrooms Visitors should not use the bathrooms in patient rooms. They are reserved only for patients in order to protect their health. Public restrooms are located throughout the hospital. Securing Your Valuables Valuables such as jewelry and cash should be left at home or with a family member or friend for safekeeping. If you cannot send valuables home, you may ask your nurse to contact Security and request your valuables be placed in the safe until you are discharged. Contact lenses, eyeglasses, hearing aids, and dentures should be stored in your bedside stand when not in use. Please don t put them on your bed or food tray they may be damaged or lost. Limit belongings to personal items and sleep wear. OSU Medical Center is not responsible for loss or damage of personal belongings. Mail and Flowers Mail and packages will be delivered to you. Individual florists deliver flowers to patient rooms. Please note that flowers are prohibited in intensive care units. Any mail received after your discharge will be forwarded to your home address. Outgoing mail may be taken to the nursing station or given to your attending nurse. Postage stamps are available for purchase in the gift shop. 10

11 Your Safety and Security While you are in the hospital, many people will enter your room, from doctors and nurses to aides and orderlies. The following information will help make your hospital stay safe and comfortable. Don t Be Afraid to Ask A number of people may enter your hospital room. Be sure to: Ask for the ID of everyone who comes into your room. Speak up if hospital staff doesn t ask to check your ID. Ask if the person has washed his or her hands before he or she touches you. If you are told you need certain tests or procedures, ask why you need them, when they will happen and how long it will be before you get the results. You re In Charge Errors can occur during your hospital stay. They can involve medications, procedures or paperwork for example, being given salt with a meal when you re on a salt-free diet, or receiving someone else s medical forms. You can help prevent errors by taking charge of your care. Be sure to: Stay informed about your medical condition Know the details of your treatment plan Understand the tests and procedures you will undergo Take notes when you speak with your doctor or have your patient representative take notes for you, so you can refer to them later Ask for any written information your doctor may provide about your condition and/or treatments Understand the effects of the medications you are taking Allergies Be sure to provide your health care team with a list of allergies that you have to medications, anesthesia, foods, latex products etc. Keeping a list with you of the medications that you take and your allergies is a smart way to make sure you don t forget something while in the hospital. Tests, Procedures and Treatment Plans Ask your care team questions about your treatment plan and any tests or procedures that you may need. Take notes or have your health care representative take notes for you for future reference. If you are told that you will need tests or procedures, ask Why do I need them? What should I expect? When will I need them? When will the results be available? 11

12 Preventing Infection Preventing infection while in the hospital is very important to your health care team. While it may not be completely possible to stop infection, there are steps you can take to protect yourself. One of the best ways to prevent infection is to wash your hands and ask anyone touching you to wash their hands too; this includes doctors, nurses, aides, family and visitors. Alcohol-based hand cleaner dispensers are located throughout the hospital and in your room. Your health care team is required to use soap and water or alcohol-based hand cleaner before providing care. Don t be afraid to ask them to wash their hands. They will appreciate the reminder Fall Precautions Accidents can happen anywhere. The hospital is no exception. Patients who are weak, unsteady or dizzy might fall while in the hospital. OSU Medical Center is committed to keeping you safe while you are in the hospital and offer these tips to keep you from falling: Ask the nurse or doctor if any new medications might make you dizzy or weak Always call for help to get out of bed Wear non-skid shoes that fit properly Keep the call light within reach Make certain that staff return your bedside table A QUICK RINSE OF THE HANDS IS NOT EFFECTIVE IN KILLING GERMS Clean hands with soap and water for 15 to 20 seconds or about the amount of time it takes to sing the song Happy Birthday to You, twice. If hands are not soiled, alcohol-based hand cleaner is as effective as soap and water. Apply the cleaner to the palm of your hand and rub your hands together. Rub all surfaces of your hand, not forgetting between the fingers, until they are dry. to its proper place after care so you can reach your personal items without stretching When you get help to get out of bed, get up slowly to see if you re going to be dizzy Use the grab-bars in the bathroom to steady yourself Use the railings in the hallways to steady yourself when walking Deep Vein Thrombosis Deep vein thrombosis (DVT) occurs when blood clots form in the legs and block circulation. The clots can lodge in the brain, heart or lungs, causing damage or even death. When you re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. Tell your doctor or nurse if you have any of the following warning signs: A leg cramp or charley horse that gets worse Swelling and discoloration in your leg, upper arm or neck Unexplained shortness of breath Chest discomfort that gets worse when you breathe deeply or cough Light-headedness or blacking out 12

13 Preventing Pressure Ulcers Pressure ulcers or bedsores are injuries to the skin and underlying tissues from prolonged pressure on the skin. You can get pressure ulcers quickly over boney areas on your body, especially the tailbone, hips, spine, ears, back of head, heels, ankles and elbows. Here are a few tips to prevent skin breakdown: Watch for redness or any sign of a sore developing, and notify your nursing staff. Move around in your bed. Don t lie in the same position for more than one to two hours. Ask the nursing staff to help you move. Keep your boney areas up on pillows. Do not use donut shaped pillows. Eat all your meals and drink lots of water if your doctor says it s alright. Eat your meals in a chair if your doctor says it s alright. Use of Restraints Restraints are used only for patient protection and safety, not for discipline or convenience. All efforts will be made to use the least restrictive method of protection prior to applying physical restraints and to discuss this with the patient or family member. Colored Wrist Bands OSU Medical Center uses colored wrist bands to tell hospital employees about special medical conditions or needs that you have. It will be important for you to tell your nurse and physician if you have any of these special conditions. The nurse will then put the correct colored bracelet on you. The colors are: Red - Allergies Green - Latex allergy Pink - Indicates that the arm or leg cannot be used for any medical procedures like drawing blood or obtaining blood pressure Yellow - Risk of falling Purple - Per your instructions, do not resuscitate in the event of a cardiac arrest (heart stopping) We advise you not to wear the social cause bands as it may cause confusion with the medical alert wrist bands. You should keep these colored bracelets on until you are discharged and arrive home. If you will be going to another care facility the bracelets will remain on until after you reach your destination. Name badges Doctors, nurses, nurse aides, housekeeping and many other people may enter your room to provide care or assistance. Those people will be wearing an OSU Medical Center ID badge. You may ask them for their ID if it is not visible. 13

14 Security Entrances, exits, and hallways are monitored by video cameras and/or security officers. Should you have concern about walking alone to or from the hospital parking lot, contact the Security Department and request an escort. As a courtesy, Security may assist with car problems on hospital property. Assistance is limited to opening doors, providing a jump start and tire inflation. The Security department is available at extension 5500 or dial Patients should notify a nurse if they notice any suspicious persons or activity. All hospital coworkers have identification badges that are worn above the waist on the upper portion of the body. Additional identification and precautions are taken in the obstetrical area. Fire and Disaster Drills Hospitals are required to carry out routine fire and disaster drills. These mock drills may involve various alarms, automatic door closures, and response procedures practiced for your safety. In the unlikely event of a real emergency, our staff is well trained and will instruct and assist you. Electrical Appliances Personal electrical equipment is not allowed in the hospital because it may interfere with vital equipment, pose safety risks, or interfere with the staff s ability to perform their duties. Some of the electrical appliances that fall into this category include hair dryers, curling irons, razors, radios, heating pads, portable heaters, portable air conditioners, and computers. Cell phones, tablets, and lap tops may be used as battery-operated devices only. Speak Up! Take charge of your care. During your stay, the doctors, nurses and staff of your hospital will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns and don t be afraid to raise any issues relating not only to your care and treatment, but also to overall hospital services. Speak Up: Ask questions and voice concerns. It s your body and you have a right to know. Pay Attention: Make sure you re getting the right treatments and medicines. Educate Yourself: Learn about the medical tests you get and your treatment plan. Find an Advocate: Pick a trusted family member or friend to be your advocate. What Meds & Why: Know what medicines you take and why you take them. Check Before You Go: Use a hospital, clinic, surgery center or other type of healthcare organization that meets quality standards. Participate In Your Care: You are the center of the healthcare team. Remember: Write down any questions you have, choose a family member to communicate with the doctors and staff, and keep a list of doctors you see and the meds they prescribe. Courtesy of The Joint Commission 14

15 Your Care The goal of our team of trained professionals is to provide you with the very best patient care. If at any time you have questions or concerns about the quality of care you or a family member are receiving or have received while at OSU Medical Center, do not hesitate to speak with your nurse or the House Supervisor. If you feel your issue wasn t resolved, you may voice your concerns directly by calling the Patient Care Hotline at You may call anytime during or after your stay. Care Team Physicians Your primary care physician or a physician on duty will supervise your care while you are in the hospital. Physician orders are followed by all your health care team to meet your health care needs. No treatment, tests, examinations, medicines or therapies may be given to you without your physician orders. Nurses Your nurse is part of a nursing team that could include registered nurses (RN), licensed practical nurses (LPN) and nursing assistants or nursing technicians. Each nursing unit has a nurse manager responsible for supervising patient care and directing the nursing and support staff of the unit. The nurse managers or charge nurse who is the lead nurse on duty oversees the staff and all unit operations. The nursing staff is available around the clock. House supervisors are registered nurses who can answer questions or help with special needs. A house supervisor can assist you in the evenings, weekends and holidays. To reach the house supervisor, call the patient hotline at Dietitians Registered dietitians are food and nutrition experts. They may review your medical record and work with your health care team to develop a nutrition care plan for you. Registered dietitians are also available to educate you about any diets you may need to follow after you are discharged. Case Managers and Social Workers Case managers will review your medical record and discuss your discharge planning. They are also available to assist you with arrangement for home care, admission to a long-term care facility or rehabilitation care. Social workers offer emotional support, counseling and guidance to help patients and their families deal with financial, social and emotional problems related to illness or hospitalization. Rehabilitation Therapists Physical therapists, occupational therapists and speech pathologists may 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. 15

16 Respiratory Services Respiratory services provide respiratory therapy to patients needing assistance breathing or with a cardiopulmonary disorder. Pharmacists 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. Technicians and Technologists Skilled health professionals perform and assist with laboratory and other procedures, including x-rays, mammograms, ultrasound, CT scans, MRIs, cardiac catheterization and other procedures that help in diagnosing and treating your illness or injury. Chaplains Chaplains are available to all patients and their families. A Prayer Ministry is available for the sharing of prayer with staff members. Please contact your nurse to request these services. The chapel is located on the first floor and is available any time for quiet meditation. Ethics Committee When a health care choice also involves an ethical concern such as a family member s wish to refuse life-sustaining treatment, or a disagreement between family members or other caregivers concerning Advance Directives decision-making can become overwhelming. Our Bioethics Committee is available to hear such concerns. Requests for a consultation may be made by the patient, a family member, the physician, nurse or other staff member. To find out more, or to request a consultation, call the Medical Staff office extension at 5926 during regular business hours or page the house supervisor at Housekeeping Services The goal of Environmental Services is to provide a safe, pleasant, and functional environment to ensure the highest degree of cleanliness. Volunteers Volunteers give thousands of hours each year to our hospital to enhance the care of our patients and their families. They provide support throughout the hospital, including staffing the information desk, escorting patients and spiritual needs. Caregiver As a caregiver, you are an important member of the heath care team. Speaking up for the patient when they are not capable, making sure their needs are being met and gathering information can be stressful and time consuming. When caring for others, it is just as important your needs are not neglected. Take care of yourself by getting rest, eating healthy meals and taking a little downtime. It s okay to ask for help. Don t be reluctant to take advantage of friends offers to help and consult organizations that offer supportive services such as and www caregiver.org. Other Contacts If there is an issue regarding your care and you feel it was not resolved satisfactory, you have the right to file a complaint or concern with any of the following. The Oklahoma State Department of Health 1000 NE 10 th Street Oklahoma City, OK Tele: Oklahoma Foundation of Medical Quality Quail Springs Parkway, Suite 400 Oklahoma City, OK Tele: Healthcare Facilities Accreditation Program 142 E. Ontario Street Chicago, Illinois Tele:

17 Your Medications It is important to have an understanding of the medications you are on and why they are being given. At any time, you can ask your nurse to explain your medication to you or ask for patient information on your medications. At OSU Medical Center, we also have pharmacists available to answer questions about your medications. Key information to share about your medication Tell the nurse or doctor about ALL the medications you are taking. Include prescription drugs, non-prescription drugs, over-the-counter medications, herbal products, vitamin supplements, and recreational drugs. Tell the nurse or doctor about any allergies you have. Include food, medications, dyes, or latex. Send any medications home with your family. While you are in the hospital you may not require the same medications as you do at home. Questions to consider asking about your medicines Why am I taking this medicine? What dose will I be taking? How often, and for how long? How should I take this medicine? What are the possible side effects? Are there any over-the-counter medicines, food, drinks or activities that should be avoided while taking this medicine? Information you should know about your medicine Ask about each of the medications your doctor wants you to take, their names, and the reasons you are taking them. Learn to recognize your medications, so if you are given pills that look different, you can ask about them. Some differences are because the pills may be brands or strengths that differ from your regular medications. Do not let anyone give you medication without checking your hospital ID bracelet every time. This helps prevent you from getting someone else s medications. When you are ready to go home, ask the hospital staff to go over each medicine with you and a family member. Discharge Medication List You will be provided with a list of the medicines that your doctor wants you to take once you are discharged. The list may or may not be different than the list of mediations that you were using before you came to the hospital. Make sure that you understand what you should be taking and why you are taking the medications. A prescription will be written for you or sent directly to your pharmacy for any medications that you may need. Filling your prescriptions promptly and taking them as directed are important to your health. Remember that you are a part of our team and play an important role in helping us to keep you well. Ask the Pharmacists OSU Medical Center pharmacists are available to answer questions you may have about your medications. You may speak to a pharmacist by dialing extension 5053 or

18 Managing Your Pain You will likely have some pain due to your condition or procedure. We want to manage your pain as safely as possible and make you as comfortable as we can. Managing your pain helps you to recover faster and cope with on-going illness. Suffering through pain can slow down the healing process. Your health care professionals are committed to managing your pain as safely as possible. They will be asking you about the level of your pain. You may be asked to rate your pain using a Face Scale. The scale begins with 0 to indicate no pain and increasing to a 10 which indicates the most pain. Talk to your doctor or nurse about your pain We are depending on you to tell us about your pain. You know how you feel. How would you describe your pain? When did the pain begin? Where is the location of your pain? Does it spread or move to any other place? Can you point to it? Is the pain constant or does it come and go? What does it feel like? Is it sharp, dull, burning, searing, aching or cramping? What kind of activities makes the pain worse or better? Is there anything that relieves the pain? How often do you take pain medication? How long does it relieve the pain? Comfort Options We may not get you to 100% pain free, but we can work with you to find acceptable comfort. There are other ways to relieve your pain in addition to medication. Your pain management team will be happy to talk to you about methods which may include: Relaxation techniques Repositioning Therapy Meditation Massage Exercise Support groups Education Humor Heat/cold application 18

19 Planning for Discharge The planning process for discharge begins at the time of your admission to the hospital. You and your patient representative will be actively involved with your health care team to make informed decisions and prepare a plan for returning to your home or next level of care. A discharge plan often includes dietary restrictions, level of activity, care of incisions, home-care instructions, special equipment needs, medications, follow-up appointments and support group information. Case Managers and nurses are available to coordinate your discharge concerns. This may include equipment needs and home assistance, as ordered by your physician. They also coordinate with your health insurance company regarding your benefits while you are in the hospital. You or your patient representative will be contacted for baseline information, and as needs are identified, further follow-up will be completed. If you or your patient representative has additional concerns, notify your nurse or case manager. Financial issues should be directed to the financial counselors. Discharge Process Your physician will determine when you are medically stable for discharge from the hospital or transfer to the next level of care. You may not be discharged until requirements and services have been reasonably arranged. Discharge Packet You will receive a packet of information to take home with you at the time of discharge. Please keep this information and any prescriptions in the folder provided to you for easy tracking. It s important to take the discharge packet with you to your next doctor appointment. Providing information will better assist your physician in your care. The discharge packet includes: Written discharge instructions A medication list The list addresses which of your home medications to continue to take and any new medications needed, along with instructions on how to take them. Instructions for follow-up appointments if required Details of arrangements made for services (e.g. home health, medical equipment, etc.) A Patient Health Summary Includes dietary restrictions, activities you can and can t do, how to properly care for any injury or incision, follow-up tests you may need and when to schedule them, when you need to see your physician, home-care instructions for your caregiver and telephone numbers to call if you or your caregiver have questions. If you have any questions about your discharge instructions once you have left the hospital, please contact the OSUMC Patient Care Hotline at

20 Going Home Here are a few tips to make the discharge process run smoothly: Have someone available to pick you up. Discharge by wheelchair is not required for those who desire to walk out of the hospital. Notify your nurse if you would like a wheelchair escort. Check your room, bathroom, closet and bedside table carefully for any personal items. Be sure you or your patient representative has spoken with your discharge planner and that you understand any instructions that have been given. Remember to take the folder with all your discharge instructions. Medications A prescription will be written for you or sent directly to your pharmacy for any medications that you may need. When you are ready to go home, ask the staff to go over each medication with you and your patient representative. It s important to fill your prescriptions promptly and take as directed. Other Resources You May Need After Discharge Our Case Management Department is part of your health care team and available to help with services after you leave the hospital. Be sure to inquire about any local resources to assist you or your health care representative with needs such as transportation, equipment or caregiver services. Our case management team will do their best to connect you with services in your area. Discharge Phone Call You may receive a discharge phone call after leaving the hospital. The purpose of the call is to see how you are feeling, how you are doing now that you re home and how your experience was during your hospital stay. If you will be available at a different phone number than provided, please notify your nurse of the number. Billing What a Hospital Bill Covers Your daily room charge covers your room, nursing care, furnishings, TV, phone, meals, and laundry and housekeeping services. There will be an additional charge for physician services, supplies, tests and procedures that are ordered by your doctor, i.e., lab services, X-rays, medications, oxygen, etc. Physician billing is done separately from hospital billing. You are responsible for any pre-certification or authorization that is required by your insurance company. We will file insurance claims for you if you assign benefits to Oklahoma State University Medical Center. If you are not fully covered by your insurance, you should make arrangements for payment before leaving the hospital. To assist you in your payment, we accept Discover, MasterCard, American Express and Visa cards. Coordination of Benefits Coordination of Benefits (COB) is a term used by insurance companies when you are covered by two or more insurance policies. This usually happens when PAY YOUR BILL ONLINE You have the convenience of paying your bill online any time of day by visiting QUESTIONS ABOUT YOUR BILL? If you have any questions or would like to discuss your payment options, contact customer service at The Business Office is open Monday through Friday, 8:30 a.m. to 4:00 p.m. 20

21 spouses are listed on each other s insurance policies, or when both parents carry their children on their individual policies, or when 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. 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 OSU Medical Center 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 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 state funded program. Medicaid We will need a copy of your Medicaid card for the current month. Medicaid has payment limitations on a number of services and items. Medicaid does not pay for the cost of a private room unless medically necessary. 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. For Self-Pay Patients Patient Financial Services Department will send statements for payment of self-pay accounts. You will receive two to three billing statements and two to three telephone calls over a 120-day period to obtain a payment or to make payment arrangements. If payment arrangements are not established and no payment is made during the 120-day period, the account will be placed with a collection agency. If you need an itemized statement you can obtain one by calling our customer service department at the number listed below. If you have any questions regarding your billing statement, you can contact customer service at Uninsured If you are in need of assistance with your hospital billing, you may contact OSU Medical Center Customer Services at Health Insurance Marketplace Health Insurance Marketplace helps the uninsured find health coverage. A variety of health plans that cover essential benefits, pre-existing conditions and preventive care are offered. Based on your income and family size, you may qualify for tax credits and other cost-sharing assistance to help cover the monthly cost. No matter what state you live in, the Marketplace may be used to apply for coverage. Contact the Health Insurance Marketplace for eligibility requirements, plans and the next open enrollment period, at (TTY: ) or visit 21

22 Your Rights as a Patient The following basic patient rights are observed at OSU Medical Center. Staff members can respond to questions regarding these rights and will coordinate the resolution of any concerns with appropriate staff. The Patient s Bill of Rights is based on principles endorsed by Medicare and the Healthcare Facilities Accreditation Program. These rights are yours without regard to race, religion, sex, sexual orientation, ethnicity, age, handicap, economic, education, or the source of payment for care. Patient s Rights You have the right: to have a family member or representative of your choice and your physician notified promptly of your admission to the hospital, so long as that release of information is in compliance with state and federal laws and does not interfere with the patient s right to confidentiality. to considerate and respectful care while at OSUMC and to know which hospital rules and policies apply to your conduct while a patient. to expect reasonable access to and reasonable continuity of care needed for your treatment, within the hospital s capacity, mission and regulations. to care that respects your spiritual, mental and cultural concerns. to be fully informed in advance of your care or treatment and to actively participate in the planning of your care, including pain management. to request and receive information regarding pain and pain relief measures. The right to have a concerned staff committed to pain prevention and management and to have that staff respond quickly to your reports of pain. to consent or refuse treatment after being adequately informed of your health status, the benefits and risks of the treatment, and alternatives to treatment. This right must not be construed as a mechanism to demand the provision of treatment or services deemed medically unnecessary or inappropriate. to be fully informed of and to consent or refuse to participate in any unusual, experimental or research project without compromising your access to services. to know the identity and professional status of any person providing your care and the right to know when those involved are students, interns, residents, or other trainees. to know the reasons for any proposed change in the professional staff responsible for your care. to personal privacy, to receive care in a safe setting and be free from all forms of abuse or harassment. to confidentiality of your clinical records maintained by the facility. to access information contained in your clinical records (as allowed under state law) within a reasonable time frame. to know reasons for your transfer either within or outside the facility. to know the relationship(s) of the facility to other persons or organizations participating in the provision of your care. to access to the cost, itemized when possible, of services rendered within a reasonable period of time. to be informed of the financial implications of your treatment choices, available methods of payment, the source of the facility s reimbursement for your services, and any limitations that may be placed on your care. to be free from unnecessary use of physical or chemical restraint and/or seclusion as a means of coercion, convenience or retaliation. to formulate advance directives (as allowed under state and federal laws) and to have hospital staff and practitioners who provide care in the hospital comply with these directives. 22

23 to be informed of visitor policies including any restrictions or limitations. to receive visitors of their choice or to restrict, withdraw or deny their consent to visitors at any time. The hospital shall not restrict, limit or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability. The patient s family has the right of informed consent for donation of organs and tissues. DECLARACIÓN DE LOS DERECHOS DEL PACIENTE Los siguientes derechos básicos del paciente son observados en Oklahoma State University Medical Center. Los miembros del personal pueden responder preguntas concernientes a estos derechos y coordinarán la resolución de cualquier inquietud con el personal adecuado. La Declaración de los Derechos de los Pacientes está basada en principios apoyados por Medicare y el Programa de Acreditación de Instituciones de Atención de Salud. Estos derechos son suyos sin consideración de raza, religión, sexo, orientación sexual, etnia, edad, discapacidad, situación económica, educación o la fuente del pago de la atención. Derechos del Paciente Usted tiene derecho: a que se notifique rápidamente a un familiar o representante de su elección y a su médico si usted es ingresado en el hospital, en tanto que esa divulgación de información esté de acuerdo con leyes estatales y federales y no interfiera con el derecho del paciente a la confidencialidad. a recibir atención considerada y respetuosa mientras se encuentre en OSUMC y a saber qué reglas y políticas del hospital se aplican a su conducta mientras usted es paciente. a esperar acceso y continuidad razonables de atención necesarios para su tratamiento, de acuerdo con la capacidad, misión y reglamentos del hospital. a atención que respete sus intereses espirituales, mentales y culturales. A ser completamente informado por adelantado sobre su atención o tratamiento y a participar activamente en la planificación de su atención, incluyendo el manejo del dolor. a solicitar y recibir información sobre el dolor y medidas para aliviar el dolor. El derecho a tener un personal que se preocupe y que esté comprometido a prevenir y manejar el dolor y a que ese personal responda rápidamente cuando usted les informe que tiene dolor. a aprobar o rehusar tratamiento después de haber sido debidamente informado de su estado de salud, los beneficios y riesgos del tratamiento, y las alternativas al tratamiento. Este derecho no debe ser considerado un mecanismo para solicitar que se provean tratamientos o servicios que sean considerados médicamente innecesarios o inapropiados. a ser completamente informado sobre, y a aceptar o rehusar participar en, cualquier proyecto inusual, experimental o de investigación sin comprometer su acceso a servicios. a saber la identidad y estado profesional de cualquier persona que provea su atención y el derecho a saber cuándo las personas involucradas son estudiantes, internos, residentes, u otros en entrenamiento. a saber las razones de cualquier cambio propuesto de personal profesional responsable por su atención. a privacidad personal, a recibir atención en un ambiente seguro y libre de toda forma de abuso y acoso. a la confidencialidad de sus registros clínicos mantenidos por la institución. a acceso a la información contenida en sus registros clínicos (como lo permita la ley estatal) dentro de un plazo razonable de tiempo. a saber las razones de su transferencia, ya sea dentro o fuera de nuestra institución. 23

24 a saber la(s) relación(relaciones) de la institución con otras personas u organizaciones que participen en proveer su atención. a tener acceso al costo, detallado cuando sea posible, de los servicios provistos dentro de un plazo razonable de tiempo. a ser informado de las implicaciones financieras de los tratamientos seleccionados por usted, de métodos disponibles de pago, la fuente del reembolso a la institución por sus servicios y de cualquier limitación que se pudiera ejercer en su atención. a estar libre del uso innecesario de contenciones físicas o químicas y/o aislamiento como medios de coacción, conveniencia o represalia. a formular directivas anticipadas (como lo permitan las leyes estatales y federales) y a que el personal y los médicos del hospital que provean atención en el hospital cumplan y sigan dichas directivas. a ser informado de las reglas para visitantes incluyendo cualquier restricción o limitación. a recibir visitantes de su elección o a limitar, retirar o negar su consentimiento a recibir visitantes en cualquier momento. El hospital no deberá restringir, limitar o negar visitas en base a raza, color, nacionalidad, religión, sexo, identidad de sexo, orientación sexual o discapacidad. La familia del paciente tiene derecho a consentimiento informado en caso de donación de órganos y tejidos. Nondiscrimination Policy Oklahoma State University Medical Center does not discriminate against any person on the basis of race, color, national origin, disability, or age in admission, treatment, or participation in its programs, services and activities, or in employment. For further information about this policy, contact: Administration at or the patient care hotline at Phone number for TDD/State Relay is

25 What are Your Advance Directives? Oklahoma Notice to Patients Required by the Patient Self-Determination Act, this section informs you what rights Oklahoma law gives to you to make medical decisions. After reading this, you may still have questions. If so, you should talk about them with your doctors and other health caregivers. 1. Who will talk to me about my medical care options? Your doctor should talk about medical care options with you using words you can understand. 2. Who decides what medical care I will get? Your doctor should tell you what the medically reasonable care and treatment options are for your medical condition. As a capable adult, you decide which care and treatment options you will get. You have the right to accept, refuse, or stop any medical care or treatment, including life-sustaining treatment. 3. What if I am not able to make my own decisions? If you cannot make decisions about your own medical care, someone must make them for you. An Advance Directive is the best way to tell people what you want done. You can also say who you want to make decisions for you, if you can no longer decide for yourself. 4. What is an Advance Directive? An Advance Directive is a written document you sign before you are unable to make your own decisions. You can use an Advance Directive to tell people ahead of time what medical care you want. You can also name the person you want to make medical decisions for you if you cannot make them yourself. Oklahoma law has five kinds of Advance Directives: Living will Health care proxy Durable power of attorney for health care Do-Not-Resuscitate consent 5 Wishes You can have one, two, three, four, or all five of these listed Advance Directives. 5. What is a living will? A living will is a document that allows you to state your choices about life-sustaining treatment. It is used only if you are unable to make health care decisions for yourself. 6. What is a health care proxy? A health care proxy is a person you name to make medical decisions for you when you are no longer able, including decisions about life-sustaining treatment. You appoint someone to be your proxy with a written document in which you name them. It is used only if you are unable to make health care decisions for yourself. 7. What is a durable power of attorney for health care? A durable power of attorney for health care is a written document in which you name the person you want to make routine medical decisions for you. This person can also make decisions about life-sustaining treatment if you expressly give the person that power. It is used only if you are unable to make health care decisions for yourself. 8. What is the Do-Not-Resuscitate consent? A person may refuse cardiopulmonary resuscitation (CPR) by consenting to a Do Not Resuscitate (DNR) order. If you know that you would not want to be resuscitated under any circumstances, if your heart stopped or you stopped breathing, you can sign a DNR consent form. A DNR order is generally not signed until a person is near death. 9. Should I have an Advance Directive? Whether to have an Advance Directive is entirely your decision. One reason many people want an Advance Directive is to avoid a dispute about their care if they can t make their wishes known. Signing an Advance 25

26 Directive, or at the very least talking about your medical care wishes with your loved ones, your doctors and others, makes sense before a medical crisis. 10. Do I need all five documents? A living will lets you tell others your wishes about lifesustaining treatment if you become terminally ill, persistently unconscious, or have an end-stage condition. A person you name as a health care proxy can make health care decisions according to your wishes if you are unable to do so. Because of this, you may want to sign a living will and a health care proxy. The living will and health care proxy are both contained in the Oklahoma Advance Directive for Health Care. Most people do not need both a proxy and a durable power of attorney for health care. Persons near death may wish to complete a DNR consent form. Forms are available from physicians, hospitals, home health agencies, hospices, nursing homes, and Area Agencies on Aging. Free copies may also be obtained by calling OKDHS Records Center at or going to If I sign an Advance Directive now, can I change my mind? You can revoke an Advance Directive by telling your health care provider or by writing new instructions. You can sign a new Advance Directive any time you want. In fact, you should go over your Advance Directive at least once a year to be sure it still correctly states your wishes. 12. Can I be sure my instructions will be followed? If properly signed, your Oklahoma Advance Directive for Health Care is legally binding on your health care providers. If they cannot follow your directions, they are required to arrange to transfer your care to others who will. 13. May I choose or refuse artificially administered water and food? You can be sure that you do not receive tube feedings (artificially administered water and food) by stating your wishes in the living will. You can also do this by appointment of a health care proxy to make such decisions for you. If you do not give express instructions, tube feeding can be withheld from you only in very limited situations. You can also request tube feeding. 14. What if I do not have an Advance Directive? Without an Advance Directive, a legal guardian, if appointed by the court, will make medical decisions for you. Without an Advance Directive or court-appointed legal guardian, Oklahoma law is not clear about who will decide for you. Usually, your family, doctors, and hospital can decide about routine medical care. However, if you have not given express instructions, your family is permitted to request withholding life sustaining treatment and food and water only in very limited situations. 15. What if I signed an Advance Directive for Health Care under the old law? If you signed an Advance Directive under the old Oklahoma law, it is valid and binding under the new law. You may want to sign a new Advance Directive, however, because it covers more circumstances. (The new law went into effect on May 17, 2006). 16. What if I signed an Advance Directive in another state? Advance Directives signed in other states are valid and binding in this state for anything that Oklahoma law allows. 17. What if I have other questions? If you have other questions, you should discuss them with your doctors and other caregivers. For more information about Advance Directives contact the Oklahoma Department of Human Services Aging Services Division, If you have any questions or need further information, please notify your nurse or contact the Chaplain at

27 Your Privacy & Information You have privacy rights under a federal law that protects your health information. These rights are important for you to know. Federal law sets rules and limits on who can look at and receive your health information. Who must follow this law? Doctors, nurses, pharmacies, hospitals, clinics, nursing homes, and many other health care providers Health insurance companies, HMOs, and most employer group health plans Certain government programs that pay for health care, such as Medicare and Medicaid What information is protected? Information your doctors, nurses, and other health care providers put in your medical records Conversations your doctor has with nurses and others regarding your care or treatment Information about you in your health insurer s computer system Billing information about you at your clinic Most other health information about you held by those who must follow this law 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: Ask to see and get a copy of your health records Have corrections added to your health information Receive a notice that tells you how your health information may be used and shared Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as for marketing Get a report on when and why your health information was shared for certain purposes 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: For your treatment and care coordination To pay doctors and hospitals for your health care and help run their businesses With your family, relatives, friends, or others you identify who are involved with your health care or your health care bills, unless you object To make sure doctors give good care and nursing homes are clean and safe To protect the public s health, such as by reporting when the flu is in your area To make required reports to the police, such as reporting gunshot wounds Without your written permission, your provider cannot: Give your health information to your employer Use or share your health information for marketing or advertising purposes Share private notes about your mental health counseling sessions Reporting Concerns 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 can also file a complaint with the U.S. government. Go online to for more information. Adapted from U.S. Department of Health & Human Services Office for Civil Rights 27

28 Information for Patients and Their Families Your Medical Treatment Rights Under Oklahoma Law No Discrimination Based on Mental Status or Disability: Medical treatment, care, nutrition or hydration may not be withheld or withdrawn from an incompetent patient because of the mental disability or mental status of the patient. Required by (Section (B) of Title 63 of the Oklahoma Statutes What Are Your Rights If A Health Care Provider Denies Life-Preserving Health Care? If a patient or person authorized to make health care decisions for the patient directs life-preserving treatment that the health care provider gives to other patients, your health care provider may not deny it: 1. On the basis of a view that treats extending the life of an elderly, disabled, or terminally ill individual as of lower value than extending the life of an individual who is younger, nondisabled, or not terminally ill; or 2. On the basis of disagreement with how the patient or person legally authorized to make health care decisions for the patient values the trade-off between extending the length of the patient's life and the risk of disability. Required by Nondiscrimination in Treatment Act (Sections and of Title 63 of the Oklahoma Statutes) Your Rights When Treatment Is Denied for Other Reasons: If treatment is directed by a patient with decision-making capacity, or by or on behalf of the patient under a valid advance directive: 1. The health care provider must, as promptly as practicable, take all reasonable steps to arrange care of a qualified patient by another physician or health care provider willing to comply, and 2. Pending completion of the transfer, the health care provider must provide any directed treatment whose denial would in reasonable medical judgment be likely to result in the death of the patient except: treatment the provider is physically or legally unable to provide treatment the provider is physically or legally unable to provide without thereby denying the same treatment to another patient the requirement does not change any legal obligation or lack of legal obligation the provider may have to provide treatment, nutrition, or hydration to a patient who refuses or is unable to pay for them Required by Oklahoma Advance Directive Act (Section of Title 63 of the Oklahoma Statutes) What If a Health Care Provider Disagrees with Your Direction to Withhold or Withdraw Medical Treatment? The health care provider must, as promptly as practicable, take all reasonable steps to arrange care of a qualified patient by another physician or health care provider willing to comply. Required by Oklahoma Advance Directive Act (Section of Title 63 of the Oklahoma Statutes) What Laws Govern Cardio-Pulmonary Resuscitation (CPR) and Do Not Resuscitate (DNR) Orders? Every patient is assumed to consent to CPR whenever the patient undergoes cardiac or respiratory arrest UNLESS the health care provider has actual knowledge of one of the following: 1. The patient s medical record accurately records the patient s refusal to consent to CPR, given to the attending physician 2. A Do Not Resuscitate (DNR) order under the Oklahoma Rights of the Terminally Ill or Persistently Unconscious Act was executed for the patient 3. The patient s valid advance directive directs that life-sustaining treatment not be performed in the event of cardiac or respiratory arrest 4. A minor s medical records accurately record the parent or guardian s refusal to consent to CPR for the minor, provided: 28

29 if the minor has sufficient understanding and appreciation of the nature and consequences of the refusal and is capable of objecting, the medical record accurately records that the minor has not objected in the case of a disabled infant with life-threatening conditions, if in reasonable medical judgment CPR will be most likely to be effective in correcting or ameliorating the life-threatening conditions, in reasonable medical judgment: a) the infant is chronically and irreversibly comatose; b) the provision of such treatment would - I. merely prolong dying; II. not be effective in ameliorating or correcting all of the infant's life-threatening conditions; or III. otherwise be futile in terms of the survival of the infant; or c) the provision of such treatment would be virtually futile in terms of the survival of the infant and the treatment itself under such circumstances would be inhumane 5. The patient s medical record accurately records refusal to consent to CPR based on the known wishes of the patient by an incapacitated patient s guardian, health care proxy, or attorney-in-fact for health care decisions AND The reason the guardian, proxy, or attorney-in-fact, rather than the patient, directed the DNR is recorded in the patient s medical record Prior to the decision, the patient s attending physician has: a) instructed the guardian, proxy, or attorney-in-fact in writing that he or she is deciding what the incapacitated patient would have wanted if the patient could speak for himself or herself b) encouraged consultation among all reasonably available representatives, family members, and persons close to the incapacitated patient to the extent feasible in the circumstances of the case c) whenever possible, explained to the guardian, proxy, or attorney-in-fact and family members the nature and consequences of the decision to be made; evidence of its provision is to be documented in the patient s medical record 6. The attending physician for an incapacitated patient without a representative knows by clear and convincing evidence that when competent, on the basis of information sufficient to constitute informed consent, the patient refused to consent to CPR Clear and convincing evidence includes oral, written, or other acts of communication between the patient, when competent, and family members, health care providers, or others close to the patient with knowledge of the patient's personal desires A health care provider is not required to begin or continue CPR when, in reasonable medical judgment, it would not prevent the imminent death of the patient A health care agency is not required to institute or maintain the ability to provide CPR or to expand its equipment, facilities or personnel to provide CPR, but an agency must communicate in writing to a patient or the patient s representative prior to the person coming under the care of the health care agency that it does not provide CPR Required by Oklahoma Do-Not-Resuscitate Act (Section of Title 63 of the Oklahoma Statutes) and 42 U.S.C. 5106a(b)(2)(C)(iii) & 5106g(5) What are Oklahoma s Requirements Concerning Food and Fluids for Patients? It is assumed that any incompetent patient has directed hydration and nutrition (fluids and food) to a degree that is sufficient to sustain life UNLESS their withdrawal or withholding would not be because of the mental disability or mental status of the patient AND: 1. the patient s advance directive specifically authorizes the withholding or withdrawal of nutrition and/or hydration and the advance directive: is an Oklahoma advance directive (under current or prior law) that is either in the statutory form or that specifically authorizes the withholding or withdrawal of artificially administered nutrition and/or hydration 29

30 in the patient's own words or by a separate section, separate paragraph, or other separate subdivision that deals only with nutrition and/or hydration and which is separately initialed, separately signed, or otherwise separately marked by the patient or is an out-of-state advance directive that was executed by a person who was not a resident of Oklahoma at the time of execution or specifically authorizes the withholding or withdrawal of artificially administered nutrition and/or hydration in the patient's own words or by a separate section, separate paragraph, or other separate subdivision that deals only with nutrition and/or hydration and which section, paragraph, or other subdivision is separately initialed, separately signed, or otherwise separately marked by the person executing the advance directive. a court has directed that artificially administered hydration or nutrition be withheld or withdrawn (a court can do so only based on clear and convincing evidence that the patient, when competent, decided on the basis of information sufficient to constitute informed consent to reject them) the attending physician knows that the patient, when competent, decided on the basis of information sufficient to constitute informed consent that artificially administered hydration or nutrition should be withheld or withdrawn from the patient withholding or withdrawal of hydration or nutrition would not result in death from dehydration or starvation (rather than from the underlying terminal illness or injury) and in the reasonable medical judgment of the attending doctor and a second consulting doctor: a) the patient is chronically and irreversibly incompetent, b) the patient is in the final (last) stage of a terminal illness or injury (meaning that, even with the use of medical treatment, the patient is in the dying process and will die within a reasonably short period of time, and c) the patient s death is imminent Required by Hydration and Nutrition for Incompetent Patients Act (Sections through of Title 63 of the Oklahoma Statutes) Whom Can You Contact If You Suspect a Health Care Provider Is Violating Your Rights under the Laws Described in this Disclosure Statement? Report suspected violations of any of the laws summarized in this brochure listed above, or attempts to violate any such laws, to the state Licensing Board of the profession(s) of all health care providers involved in the violation. Oklahoma Board of Medical Licensure and Supervision (Toll free outside the 405 area code) Oklahoma Board of Osteopathic Examiners Oklahoma Board of Nursing If you are unsure which profession or Licensing Board applies to a particular health care provider, you may call the Oklahoma Board of Medical Licensure and Supervision at , or outside the 405 area code, call toll-free Pursuant to state law (Title 63, Okla. Stat. Ann, Section 3163B), any entity to which the requirements of the federal Patient Self-Determination Act under Medicare or Medicaid [42 U.S.C., Section 1395cc(f) or 42 U.S.C., Section 1396a(w)] apply shall, at the time of providing the written information relating to advance directives required by 42 U.S.C., Section 1395cc(f)(1)(A)(i) or 42 U.S.C., Section 1396a(w)(1)(A)(i), include a copy of this disclosure statement with the materials federal law requires be provided to the patient or the patient s representative. 30

31 Hospital Resources Center for Diabetes and Nutrition Education The Center for Diabetes and Nutrition Education offers a comprehensive diabetes management program which is recognized by the American Diabetes Association. They educate patients on nutrition to help with weight management, high blood pressure, high cholesterol, and other conditions. This multidisciplinary team includes nurses, certified diabetes educators, and registered dietitians. Depending on your needs, education is provided on an individual basis in an inpatient or an outpatient setting. Since each person is affected differently by diabetes, programs are tailored to satisfy specific needs. Please call for more information. Emergency Department All medical emergencies from serious to minor injuries require prompt, specialized care. Our Emergency Department is prepared for any trauma or emergency, 24 hours a day, every day of the year. It is staffed by board-certified emergency physicians and nurses trained in emergency care. Intravenous (IV) Team The IV Team serves as resource experts to the entire medical and nursing staff. Upon admission, this team of nurses may be assisting the physician in providing the appropriate vascular access. This allows you to receive your drugs safely and efficiently, thereby allowing you to go home as soon as possible. Medical and Surgical Care without Blood Transfusion Medical Alternatives to Blood Transfusion is a program offered to individuals whose medical or religious preference is to avoid receiving blood or blood products. Our physicians work closely with the Hospital Liaison Committee for Jehovah s Witnesses. Ask your nurse for more details. Organ and Tissue Donation Donation of organs and/or tissue is an important and personal issue. We encourage you to reflect upon your own desires and communicate your wishes to the appropriate individuals in your support system. Oklahoma State Law allows OSU Medical Center to accept organ donation designation on a driver s license, Advance Directive or Will as a valid and legal consent. If you would like further information, please ask your nurse. Outpatient Cardiac Rehabilitation This program is designed to help people regain an optimal level of physical and emotional health following a cardiacrelated event. We also help those with a history of heart disease or who have significant risk factors. Please call for more information. Physician Health Care Referral With one call, our referral service will introduce you to many health care professionals, programs and services. Use this number as your resource for medical information and to answer your health care questions. For information, call OSU ( ). 31

32 Rehabilitation Services The Rehabilitation Medicine Department provides patient care services including physical, occupational and speech therapy for patients of all ages and with varied conditions and diagnoses. Outpatient physical therapy, occupational therapy and speech services are available for orthopedic and manual therapy, sports medicine, neuromuscular, hand rehab, swallowing evaluations and wound care at the hospital. Request additional information or schedule an appointment by contacting Same Day Services This unit is equipped to handle pre and post-heart catheterization patients, and interventional radiology patients. After the procedure, patients will return to the Same Day Services unit for post procedure care until released to the home or hospital unit. Care is also provided for outpatients requiring IV infusions and IV port care. Hours are 7:00 a.m. to 7:00 p.m., Monday through Friday. Sleep Center OSU Medical Center offers patients a relaxing environment that is dedicated to diagnosing their sleep ailments. The sleep services provide sleep study exams that are painless and provide information about how a patient breathes during sleep. Rooms have top-of-the-line bedroom furnishings and state-of-the-art equipment for audio, video and data recording. Our sleep services are scored by a registered sleep technologist and read by board-certified sleep physicians. Surgical Services The surgical services team of physicians, nurses and staff are dedicated to making sure patients get the best care throughout the surgery process. Usually a day or two prior to surgery, outpatients will meet with a pre-admit test nurse for testing, pre-op instructions and any final lab work, x-rays or other testing to be completed before the scheduled surgery date. The pre-admit department hours are 8:30 a.m. to 5:00 p.m., Monday through Friday. Appointments usually last an hour. The day of surgery, the patient will go to surgical holding to prepare for surgery. After surgery, patients are cared for by the post anesthesia care unit until released to the home or hospital unit. Surgical Services is located on the 4 th floor of the hospital. Family and friends are welcome to wait in the lounge located on the 4 th floor. Tulsa Wound Care and Hyperbaric Center The Tulsa Wound Care and Hyperbaric Center specializes in the treatment of patients with chronic, non-healing wounds. Hyperbaric oxygen therapy is available through the wound care clinic upon referral from your primary care physician. Our staff is nationally certified in wound care. Hours are 8:30 a.m. to 5:00 p.m. Monday through Friday. Please call or toll free at for more information. 32

33 Care Facilities Home Health Care Part-time health care provided by medical professionals in a patient s home to maintain or restore health. It includes a wide range of skilled and non-skilled services, including part-time nursing care, therapy, and assistance with daily activities and homemaker services, such as cleaning and meal preparation. Medicare defines home health care as intermittent, physicianordered medical services or treatment. Durable Medical Equipment (DME) Medical equipment that is ordered by a doctor for use in a patient s home. Examples are walkers, crutches, wheelchairs and hospital beds. DME is paid for under both Medicare Part B and Part A for home health services. Independent Living Communities for seniors who are very independent and have few medical problems. Residents live in private apartments. Meals, housekeeping, maintenance, and social outings and events are provided. Assisted Living An apartment in a long-term care facility for elderly or disabled people who can no longer live on their own but who don t need a high level of care. Assisted-living facilities provide assistance with medications, meals in a cafeteria or restaurant-like setting, and housekeeping services. Nursing staff is on site. Hotlines & Helplines Most facilities have social activities and provide transportation to doctors appointments, shopping, etc. Nursing Home A residential facility for people with chronic illness or disability, particularly elderly people who need assistance for most or all of their daily living activities such as bathing, dressing and toileting. Nursing homes provide 24-hour skilled care, and are also called convalescent homes or long-term care facilities. Many nursing homes also provide short-term rehabilitative stays for patients recovering from an injury or illness. Some facilities may have a separate unit for residents with Alzheimer s disease or memory loss. Hospice A licensed or certified program that provides care for people who are terminally ill and for their families. Hospice care can be provided at home, in a hospice or other freestanding facility or within a hospital. Hospice is a part of palliative care and emphasizes the management of pain and discomfort and addresses the physical, spiritual, emotional, psychological, financial, and legal needs of the patient and his or her family. Respite Care Provides a temporary break for caregivers. Patients spend time in programs such as adult daycare or in weeklong or month long stays in a care facility. As patient advocates, the staff of OSU Medical Center offers the following information to patients and their families regarding the access of protective services: Adult Protective Services Child Abuse Hotline HELP Line Domestic Violence Intervention Crisis Line: 24-hour Hotline Tulsa Area Agency on Aging Eldercare Locator Help with locating aging services throughout the U.S. Alzheimer s Association - Oklahoma Chapter Suicide Hotline OK Senior Line Caregiver Resources Caregiver resources from the Administration on Aging Online support groups and articles 800-MEDICARE Official U.S. government site for people with Medicare National Alliance for Caregiving National Family Caregivers Association Support for caregivers of chronically ill, aged, or disabled loved ones. Health Insurance Marketplace (TTY: ) 33

34 Foundation for OSU Medical Center Gift at Work Everyone needs, at least once in a lifetime, medical care only a hospital can offer, customarily during birth, an emergency or a debilitating illness. When you need a hospital, you want quality, affordable health care delivered by compassionate medical professionals - like the care and providers at OSU Medical Center. Excellent health care, every patient every time is our standard. Contributions/gifts, regardless of the amount, play a major role in preserving that standard. They help insure advanced technologies, facilities and exceptional providers are readily available. When you give to the Foundation for OSU Medical Center, you make quality, affordable health care accessible to your family, friends and neighbors. Your Gift at Work betters the lives of others, especially those with limited resources, by helping with diagnostics tests, patient care, equipment, such as wheel chairs, baby medical gases, and more. Make a Gift at Work with cash/check, online, a corporate contribution and estate or planned gifts. Your Gift at Work to the Foundation is eligible for a tax deduction. All gifts (100%) support the work OSU Medical Center does on behalf of its patients and the community. Go to giveto.osumc.net to contribute online or complete and return the form below with your check or money order. Thank you for your Gift at Work; it is a gift that will keep giving. Foundation for OSUMC 744 W. 9th St., 2nd Fl. Tulsa, OK giveto.osumc.net I would like to donate $. My check or money order is enclosed. Name Address City/State/Zip Phone Charge $ to my credit card / / / / / / / / / / / / / / / / / Credit Card # Exp. Date / Sec. No. on back of card Name on Credit Card Signature: Make checks payable to the Foundation for OSUMC. FB15 The Foundation is a nonprofit 501 (c) (3) charitable organization; it is not a branch of or affiliated with Oklahoma State University or the Oklahoma State University Foundation. To contact a Foundation representative, call or 34

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