In This Guide. Welcome to Hillcrest Hospital South 3 Our Commitment to Care 4 Your Satisfaction 5 Telephone Directory 6 During Your Stay 7-11

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1 UNKNOWN Other people may be there to help us, teach us, guide us along our path, but the lesson to be learned is always ours. In This Guide Welcome to Hillcrest Hospital South 3 Our Commitment to Care 4 Your Satisfaction 5 Telephone Directory 6 During Your Stay 7-11 Condition Reports 7 Electrical Appliances 7 Employee ID 7 Fire Safety 7 Food Establishments 7 For the Hearing/Visually Impaired 7 Quiet Night 7 Calling Your Nurse 7 During the Night 7 Gifts for Patients 7 Leave Your Valuables at Home 8 Gift Shop 8 Housekeeping Services 8 Interpreters 8 Mail and Flowers 8 Medications from Home 8 Notary Public 8 Notice of Program Accessibility 9 Pastoral Care 9 Out-of-Town Visitors 9 Parking 9 Newspapers 9 TV and Channel Listing 10 Wi-Fi Stay Safe You can contribute to healthcare safety. 17 Do You Have Pain? Make your stay as comfortable as possible. OUR ADDRESS 8801 S. 101st E. Ave. Tulsa, OK The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, istockphoto PatientPoint : 1

2 In This Guide continued 18 Rights & Responsibilities 25 For the Caregiver Your role as patient advocate. 26 Your Hospital Team During Your Stay continued Patient Advocate 10 Patient Meals 10 Room Temperature 10 Smoking 10 Telephone 11 Vending Machines 11 Waiting Areas 11 Where s the Cafeteria? 11 Your Hospital Bed 11 Visitor Guidelines 11 Public Restrooms 11 Your Room 11 Stay Safe Do You Have Pain? 17 Your Rights & Responsibilities Preparing to Leave the Hospital When You Are Discharged 22 Medications 22 Billing 23 Medicare 23 Medicaid 23 Commercial Insurance 23 Pre-Certification 23 Your Opinion Counts 23 Home Health 24 Assistance with Hospital Bill 24 If You Have No Insurance 24 Paying Your Bill 24 For the Caregiver 25 Your Hospital Team Hospital Resources 27 Games 28 Take Notes My Medications :

3 Welcome to Hillcrest Hospital South Welcome to Hillcrest Hospital South, and thank you for selecting us for your healthcare needs. Our physicians, nurses, staff members and volunteers are committed to Changing Lives for the better, together, and this mission to create the best possible healthcare experience guides everything we do. We consistently exceed national benchmarks in quality care by practicing evidence-based medicine. And by investing in technology and education, we offer access to services and treatment options with our patient s health, comfort and well-being in mind. Most importantly, we have built a team of knowledgeable and compassionate health professionals who believe in our mission and are dedicated to your total healthcare experience. I hope that you will find this guide to be a valuable resource for information about your stay with us. While I encourage you to use it as a reference, please do not hesitate to ask any member of our team if you have questions during your stay with us. On behalf of our team, thank you again for choosing Hillcrest South. It is a privilege to serve you and your loved ones. Mission Statement Hillcrest Hospital South is a premier provider of healthcare services, delivered with compassion for patients and their families; with respect for employees, physicians and other health professionals; with accountability for our fiscal and ethical performance; and with responsibility to the communities we serve. Sincerely, Lynn Mergen : 3

4 Our Commitment to Care Ethics Committee When a healthcare choice also involves an ethical concern, such as a family member s wish to refuse lifesustaining 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 to speak with your case manager or nursing house supervisor. Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member is receiving or has received at our hospital, then do not hesitate to speak with your nurse or the nursing supervisor. If you feel that your issue wasn t resolved, then please contact our Quality Department at , Monday through Friday, from 8:00 a.m. to 5:00 p.m. (see below for mailing address). After hours, on weekends and on holidays, contact the nursing house supervisor at You may call at any time during or after your stay. In addition, you have the right to file a complaint or concern with one or more of the following: Hillcrest South Quality Department 8801 S. 101st E. Ave. Tulsa, OK Oklahoma State Department of Health 1000 NE 10th St. Oklahoma City, OK DNV Healthcare, Inc. dnvglhealthcare.com/patient-complaint-report Medicare patients also may contact: Medicare Fraud Office of Inspector General Medicaid patients also may contact: Medicaid Fraud Hillcrest Hospital South Compliance Officer Hillcrest Hospital South Privacy Officer :

5 ALBERT EINSTEIN Truth is what stands the test of experience. Your Satisfaction We encourage your feedback to improve care. Your healthcare is our priority. To determine where improvements are needed, this hospital takes part in the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. The HCAHPS survey measures your satisfaction with the quality of your care. It is designed to be a standardized tool for measuring and reporting satisfaction across all hospitals in the U.S. After you are released from the hospital, you may be selected to participate in the HCAHPS survey. The survey asks multiple-choice questions about your hospital stay. Please take the time to fill out the HCAHPS survey; your feedback is valuable! What is HCAHPS? The HCAHPS survey is backed by the U.S. Department of Health and Human Services. The survey is used to improve the quality of healthcare. HCAHPS makes survey results public so hospitals are aware of where changes are needed. The results also enable healthcare consumers to review and compare hospitals before choosing a healthcare provider. You are part of the team COMMUNICATE It s your health; don t be afraid to ask questions of your doctors and nurses. PARTICIPATE You are the center of your healthcare team so ask questions, understand your treatment plan and medications, and communicate with your doctors and nurses. APPRECIATE There are hundreds of people in the hospital who need help; please be patient as doctors and nurses attend to everyone. n Hospital Compare is a government website that allows users to compare the quality of care provided by hospitals. The information provided on this website is based on HCAHPS survey results. hospitalcompare n The Leapfrog Group rates hospitals that take part in the Leapfrog Hospital Quality and Safety Survey. The survey measures how well hospitals meet the Leapfrog Group s quality and safety standards. Survey results are reported on Leapfrog s website for users to compare hospitals. n DNV Healthcare, Inc. reviews, accredits and certifies healthcare organizations to ensure high-quality, safe care. dnvglhealthcare.com/patientcomplaint-report : 5

6 Telephone Directory MAIN NUMBER Gift Shop Food Service Admitting/Registration Business Office Case Management/ Discharge Planning Directory Assistance 0 Food Service Gift Shop Health Information Management Hillcrest Healthmatch Home Health Lost and Found Maintenance/Engineering Medical Records Patient Advocate Quality Rehabilitation Safety and Security Social Services Surgery Waiting Room Calling a Department WITHIN the Hospital? Dial the last four digits of the number. 6 :

7 During Your Stay Condition Reports Any personal information about your diagnosis and treatment must come from your physician, and this information is only available to people whom you designate. Electrical Appliances Electrical appliances including hairdryers, curling irons, razors, radios, heating pads, portable heaters, VCRs and other devices are not permitted in patient rooms. You may use only battery-operated devices. Employee ID All hospital employees wear identification badges. Feel free to ask any staff member for his or her name and job classification. If you do not see an ID badge on an employee, please call your nurse immediately. Fire Safety We periodically conduct fire drills. If you hear an alarm, stay where you are. In the event of an actual emergency, hospital staff will notify you. Food Establishments There is a list of local food establishments available for visitors convenience. Please ask your nurse for the listing. For the Hearing/Visually Impaired A telecommunications device is available to help hearingimpaired patients or patients who want to communicate with a hearing-impaired relative or friend. This device is located in Administration and the nursing house supervisor has access after business hours. For any visual impairment needs, please contact the nursing house supervisor. Quiet at Night We realize the importance of rest in healing. Please understand that the hospital cannot be as quiet as your environment at home because staff is continually caring for patients, but Hillcrest South is pleased to offer quiet hours at night for patients to rest. If your physician orders certain tests or therapies at night, staff may have to disrupt you, but we strive to provide a quiet environment for patients to rest. Calling Your Nurse A button to call your nurse is located at your bedside. When you press the button, the nursing station is alerted that you need assistance, and a light flashes above your door. A staff member will respond to your signal as soon as possible. During the Night Strange surroundings and sleeping medications may create a hazard if you get out of bed during the night. For your safety, please use your call button for assistance during the night. Gifts for Patients Visitors should check with the nurse before bringing gifts of food or drink to patients. For the Intensive Care Unit, please check with the unit regarding any gifts for patients : 7

8 During Your Stay Gift Shop The gift shop has gift items, jewelry, greeting cards, candy, toiletries, flowers and plants. The shop can be reached at ext Hours of Operation: Monday through Friday, 8:30 a.m. to 5:00 p.m. Leave Your Valuables At Home If you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay. Store your contact lenses, eyeglasses, hearing aids and dentures in containers labeled with your name and place them in a drawer in your bedside table when not in use. Please don t put them on your bed or food tray they may be damaged or lost. If you cannot send your valuables home, please contact the Security Office at ext about storing them in the hospital safe. You will be given a receipt for all items, which must be presented when you withdraw them. Hillcrest South cannot be responsible for any valuables unless they are deposited in the safe. Housekeeping Services Your room is cleaned daily by a member of the housekeeping staff. It is our goal for your area to be clean always. If there is anything that housekeeping can do for you, please contact your nurse and it will be taken care of as soon as possible. Interpreters The hospital has access to interpreters for a number of languages. Please ask your nurse for assistance. Mail and Flowers Volunteers deliver letters and packages for patients each morning. Any mail received after your discharge will be forwarded to your home address. Outgoing mail may be left at the nurses station. Volunteers or your nurse will deliver flowers to your room. Please keep in mind that large plants and flowers are difficult to deliver and need to be removed upon discharge. Medications from Home All medications that you may take while a patient at Hillcrest South have been prescribed by your physician, dispensed by the hospital pharmacy and administered by a trained professional. Patients are not permitted to administer their own medications or to keep personal medications, unless ordered by the physician. Patients personal medications may be permitted if approved by their physician but must be administered by hospital staff. Notary Public The services of a notary are available for patients free of charge. For information, please ask your nurse to contact the nursing house supervisor. 8 :

9 Notice of Program Accessibility Age Restrictions Statement: It is the policy of Hillcrest Hospital South to not deny or restrict access to services based on an individual s age (unless age is a factor necessary to normal operations or the achievement of any statutory objective). Hillcrest South and all of its programs and activities are accessible to and usable by disabled people, including people who are deaf, hard of hearing, blind or have other sensory impairments. Access features include: n Convenient, off-street parking designated specifically for disabled people. n Curb cuts and ramps between parking areas and buildings. n Level access onto first floor with elevator access to all other floors. n Fully accessible offices, meeting rooms, bathrooms, public waiting areas, cafeteria and patient treatment areas, including examining rooms and patient wards. n A range of assistive and communication aids provided to people who are deaf, hard of hearing, blind or with other sensory impairments. There is no additional charge for such aids. Some of these aids include: Qualified sign language interpreters for people who are deaf or hard of hearing. A 24-hour telecommunication device (TTY/TDD), which can connect the caller to all extensions within the facility and/or portable (TTY/TDD) units, for use by people who are deaf, hard of hearing or speech impaired. If you require any of the aids listed above, please let the receptionist or your nurse know. Pastoral Care Your priest, minister or rabbi always is welcome to visit you while you are here. If you do not have a spiritual counselor, volunteer chaplains are available on a limited basis. Please ask your nurse to contact the volunteer coordinator at ext The chapel is located across from Registration on the first floor. Visitors of all faiths are welcome to visit the chapel for worship services, prayer and meditation. Out-of-Town Visitors Accommodations for relatives and visitors from out of town are available at nearby hotels. Ask your nurse for maps, directions and pricing information to hotels nearby. Accommodations may be available at: Hospitality House of Tulsa 1135 S. Victor Ave. Tulsa, OK Parking Free parking for patients and visitors is available at Hillcrest South 24 hours a day, seven days a week. Patients and visitors are cautioned not to park in reserved areas or certain designated areas. Please be sure to lock your car. If something happens that causes you to need assistance with your vehicle, please call the Safety and Security Office at ext Newspapers Limited supplies of newspapers are provided to patients and visitors; please ask your nurse for your complimentary copy : 9

10 During Your Stay TV Televisions are provided in each patient room at no additional charge. Please be considerate of others by keeping the TV volume down and turning off your TV at bedtime. Channel Listing 2 KJRH 6 KOTV 7 KOKI 8 KTUL 9 KDOR 10 KMYT 11 OETA 24 CNN 25 TNT 26 TOON 27 USA 28 WEA 30 DISC 32 FREEFORM 34 MUSIC Coming Soon Patient, Newborn and MedSerenity channels will be available 24 hours a day, seven days a week. Wi-Fi Wi-Fi is available for patients and visitors. If your device does not automatically connect, go to purple.com and it will redirect to the wanderingwifi site where you can accept the terms of use. Prayer services are held at various times; please check with your nurse for the schedule. Patient Advocate Patient advocates can be ANYONE the patient trusts to communicate their needs to hospital staff. Hillcrest Hospital South has three patient advocates on-site to act as the patient s spokesperson to all hospital staff. Family members also are welcome to speak with the patient advocates about concerns. The patient advocate office is located on the fifth floor. The office phone number is Please leave a detailed message along with the patient s full name and a contact number. Patient Meals Wholesome, nourishing, and well-balanced meals are an important part of your treatment and recovery. Hillcrest South provides nutritious meals that are prepared according to your physician s orders. Patients are served breakfast, lunch, dinner and nourishments as needed. Occasionally, your meal may be delayed if you are scheduled for a special test or treatment. Whenever possible, you will be served after your examination or test. A room service menu will be available in your room. To place an order, call ext or If an additional copy is needed, notify a member of our staff. Room Temperature All patient rooms in the hospital are centrally heated and air-conditioned. If your room temperature is not comfortable, please notify the nursing staff. Smoking Smoking and/or the use of any tobacco products, including electronic cigarettes, is not permitted anywhere in the hospital or on hospital grounds. Telephone Telephones are provided in all patient rooms. To place a local call, dial 9 followed by the area code and phone 10 :

11 number. To make a call to an internal number within the hospital, you may dial the last four digits of the number. Vending Machines Vending machines offering beverages and snacks are located in the waiting areas of the patient care units. They are available 24 hours a day, seven days a week. Waiting Areas There are specially designed lounge areas for visitors on each patient floor and on the main floor in the lobby. Specific waiting areas have been designated for families of patients in the Intensive Care Unit, the Emergency Department and Surgery. During certain hours, a volunteer is on duty in the Surgery waiting room to keep family members informed about the progress of surgery. We ask that visitors not sleep in the waiting areas but take care of themselves by resting in their own homes. Certain local hotels offer discounts for visitors of patients at Hillcrest Hospital South. Where s the Cafeteria? Location: First floor Visitors are welcome to dine in the Green Leaf Café at Hillcrest South. The café accepts Visa, MasterCard, American Express and Discover cards. Hours: Monday Friday, 6:30 a.m. 7:00 p.m. Saturday and Sunday, 7:30 a.m. 3:00 p.m. Your Hospital Bed The nursing staff will demonstrate how to properly work your electronically operated hospital bed. Because the hospital bed is probably higher and narrower than your bed at home, side rails have been installed. For your safety, these rails may be raised at night or during the day if you are resting, recovering from surgery or taking certain medications. Visitor Guidelines We encourage visitors for emotional support and recovery. n Dress appropriately; shirts and shoes are required. n Be considerate of other patients by keeping noise to a minimum and keeping visits short. n Refrain from visiting if you have a cold, sore throat or any contagious disease. n Do not smoke. n Leave the room during tests or treatments if asked. n Do not bring children under age 12 into the Intensive Care Unit. Public Restrooms Please do not use the bathrooms in patient rooms. They are reserved only for patients in order to protect their health. Public restrooms are located on every floor. Your Room All rooms at Hillcrest South are private and designed for your comfort and safety : 11

12 HENRY H. TWEEDY Fear is the father of courage and the mother of safety. Stay Safe You can contribute to healthcare safety. While you are in the hospital, many people will enter your room, from doctors and nurses to aides and transport personnel. The following information will help make your hospital stay safe and comfortable. Employee ID All hospital employees wear identification badges. Feel free to ask any staff member for his or her name and job classification. If you do not see an ID badge on an employee, then please call your nurse immediately. Don t Be Afraid to Ask A number of people may enter your hospital room. Be sure to: n Ask for the ID of everyone who comes into your room. n Speak up if hospital staff doesn t ask to check your ID. n Ask if the person has washed his or her hands before he or she touches you. n 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. PATIENT IDENTIFICATION Any time staff members enter your room to administer medications, transport you, or perform procedures and treatments, they must check your birth date and name before they proceed. At times, you may be asked the same questions repeatedly. We are aware that this may be annoying. Please understand, however, that this verification process is a critical component in our patient safety program in order to guarantee that all of our patients receive the correct medications and treatments. Check ID 12 :

13 STAY SAFE Fighting Infections While you re in the hospital to get well, there is the possibility of developing an infection. The single most important thing you can do to help prevent infections is to wash your hands and make sure that everyone who touches you including your doctors and nurses washes his or her hands, too. You, your family and friends should wash hands: 1. after touching objects or surfaces in the hospital room 2. before eating 3. after using the restroom It also is important that your healthcare providers wash their hands with either soap and water or an alcohol-based hand cleaner every time, before and after they touch you. Healthcare providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them to wash their hands. Happy Birthday to You! Wash your hands with soap and warm water for 15 to 20 seconds. That s about the same amount of time that it takes to sing the Happy Birthday song twice. Doctors, nurses and other healthcare providers come into contact with a lot of bacteria and viruses. So before they treat you, ask them if they ve cleaned their hands. No Soap? No Problem. Alcohol-based hand cleaners are as effective as soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub your hands together. Keep rubbing over all the surfaces of your fingers and hands until they are dry : 13

14 STAY SAFE Know Your Meds While you are hospitalized, your doctor may prescribe medications for you. Be sure that you understand exactly what they are and why they are being prescribed. Use this checklist to help you get the information you need from your doctor: What is the name of the medicine? What is its generic name? Why am I taking this medicine? What dose will I be taking? How often, and for how long? When will the medicine begin to work? What are the possible side effects? Can I take this medicine while taking my other medications or dietary supplements? Are there any foods, drinks or activities that I should avoid while taking this medicine? Should I take my medicine at meals or between meals? Do I need to take the medicine on an empty stomach or with food or a whole glass of water? What should I do if I forget to take the medicine and miss a dose? KEEP A WALLET-SIZED NOTEBOOK OF ALL MEDICATIONS YOU ARE TAKING. Preventing Medication Errors By taking part in your own care, you can help the members of your healthcare team avoid medication errors. Here s how: Be sure that all of your doctors know what medications you have been taking, including prescription drugs, over-thecounter medications, herbal and vitamin supplements, natural remedies and recreational drugs. Be sure that all of your doctors know of any allergies you may have to medications, anesthesia, foods, latex products, etc. When you are brought medications or IV fluids, ask the person to check to be sure you are the patient who is supposed to receive the medications. Show that person your ID bracelet to double-check. Remember you play an important role in helping to reduce medication errors. 14 :

15 STAY SAFE Preventing Falls Hospital patients often fall because they are weak or unsteady due to illness or medical procedures, their medications make them dizzy, or they ve been sitting or lying down for too long. Hillcrest Hospital South cares about our patients safety. Please help us keep you safe by following these guidelines during your hospital stay: n Do not get out of bed by yourself. This is very important for safety. Your hospital bed is probably higher and narrower than your bed at home, and you can easily fall while trying to get in or out of it. Please use your nurse call button and ask for assistance. Staff may use a yellow bracelet to signify that assistance should be provided when you are moving around. n Keep often-used items call button, tissues, water, eyeglasses, telephone, TV remote within easy reach. n Do not walk in bare feet. Wear nonskid socks or slippers. n Make sure your robe or pajamas don t drag on the floor; they can cause you to trip. n Use the handrails in your bathroom and throughout the hospital at all times. n Ask your nurse to show you how to properly walk with your IV pole, drainage bags or any other equipment. n Be sure your wheelchair is locked when getting in or out of it. Never step on the footrest. n If you see a spill on the floor, report it at once. DVT: Lower Your Risk Deep-vein thrombosis (DVT) occurs when blood clots form in the legs and block circulation. The clots can lodge in your brain, heart or lungs, causing damage or even death. When you re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. And be sure to tell your doctor or nurse if you have any of the following warning signs: A leg cramp or charley horse that gets worse Swelling and discoloration in your leg, upper arm or neck Unexplained shortness of breath Chest discomfort that gets worse when you breathe deeply or cough Lightheadedness or blacking out PATIENTS OF ALL AGES ARE AT RISK OF FALLS BECAUSE OF MEDICATIONS THAT MAY MAKE THEM DIZZY, WEAK OR UNSTEADY : 15

16 STAY SAFE Questions for My Doctor Be Informed You and your caregiver need to stay informed about your medical condition and treatments while you are hospitalized. Once you are released from the hospital, it is important to have this information available so you can share it with your primary care physician during your next visit. These checklists will help you ask questions while in the hospital and keep track of vital health and medication information. About My Medicines See Know Your Meds on page 14. Once you are discharged from the hospital, your pharmacist can help answer your questions about medications, including what the label on the medicine bottle means. Ask your pharmacist to put your medicines in easy-to-open containers and ask for large-print labels. About My Medical Tests 4 Why do I need this test? 4 What will this test show about my health? 4 What will the test cost? Will my health insurance cover the costs? 4 What do I need to do to get ready for the test? 4 How is the test done? What steps does the test involve? 4 Are there any dangers or side effects? 4 How will I find out the results of my test? How long will it take to get the results? 4 What will we know after the test? 4 Will I get a written copy of the test results? About My Condition 4 What effect did my hospitalization have on my condition? Is it cured or just under control for now? 4 How can my condition be treated, managed or made better? 4 How will this condition affect me? Will I need to change some of my activities? 4 Are there long-term effects of my condition? 4 How can I learn more about my condition? 16 :

17 TORI AMOS 1963-PRESENT Healing takes courage, and we all have courage, even if we have to dig a little to find it. Do You Have Pain? Manage your pain so your hospital stay is as comfortable as possible. You are the expert about how you are feeling. Be sure to tell your doctor or nurse when you have any kind of pain. To help describe your pain, be sure to report: n When the pain began. n Where you feel pain. n How the pain feels sharp, dull, throbbing, burning, tingling. n If the pain is constant, or if it comes and goes. n What, if anything, makes the pain feel better. n What, if anything, makes the pain feel worse. n How much pain, if any, your medicine is taking away. n If your medicine helps with the pain, how many hours of relief do you get? USE THE PAIN RATING SCALE BELOW TO TELL YOUR DOCTOR OR NURSE HOW YOUR PAIN IS AFFECTING YOU : 17

18 Rights & Responsibilities Patient Rights Patients have a right to equitable and humane treatment for all patients without respect to race, color, creed, national origin, economic status or source of payment. Access to Care You have the right to a reasonable response to your request and need for treatment or services that are available or medically indicated regardless of race, creed, sex, national origin or ability to pay for treatment as long as the services are within the hospital s capacity, its stated mission and philosophy, and relevant laws and regulations. In the event that your needs cannot be met, you will be notified, and alternatives to care will be presented at that time. Admission Notification You have the right to have your physician and/or a family member or representative notified of your hospital admission. Language You have the right to utilize the services of an interpreter at no cost 24 hours a day, seven days a week. Informed Consent You have the right to be informed of your health status including, but not limited to, a complete and current diagnosis and information regarding your medical condition. You have the right to receive information necessary to give informed consent prior to the start of any procedure or treatment; this includes the right to receive information regarding the medically significant risks involved, alternative courses of treatment, side effects and benefits to receiving the treatment or procedure. You have the right to be informed of the outcomes of care, including any unexpected or adverse outcomes. You have the right to refuse care, treatment, or services at any time, to the extent permitted by law, and to be informed of the medical consequences of such refusal. You have the right to participate in the formulation of your treatment plan and decisions regarding your care. Staff You have the right to know the identity and professional statuses of individuals providing services and to be cared for by staff educated about patient rights and their role in supporting those rights. You have the right to be informed of any educational, professional or business affiliations between those providing care for you and the hospital or other organizations. Ethics You and your appointed representative have the right to participate in the consideration of ethical issues involving your care including, but not limited to, issues of conflict resolution, withholding resuscitative services, forgoing or withdrawal of life-sustaining treatment, end-of-life decision-making, organ donation, and participation in investigational studies or clinical trials. 18 :

19 Safety You have the right to expect to receive care in a safe setting insofar as the hospital practices and environment are concerned. You have the right to be free from abuse that is mental, verbal, sexual or physical in nature. You have the right to be free from neglect, harassment and exploitation. You have the right to be free from medical or physical restraints and seclusion imposed as a means of coercion, discipline, convenience or retaliation by staff. Protective Services You have the right to access protective services and advocacy services, if needed. Pain You have the right to appropriate assessment and management of pain. Filming/Photography You have the right to be informed and to give consent prior to any recordings or filming made for purposes other than for your identification, diagnosis or treatment. Privacy You have the right to personal privacy and confidentiality in communications with your healthcare providers and in regards to your medical records, and may approve or refuse their release to an individual outside the facility, except in the case of a transfer to another healthcare institution or as required by law or a third-party payment contract. You or your representative have the right to access information contained in your medical records within a reasonable amount of time, in accordance with the hospital s procedures and applicable law. You have the right to request an amendment to your medical record. You have the right to an accounting of disclosures regarding your health information. Respect You have the right to care that is considerate and respectful at all times and under all circumstances and is impartial without regard to your cultural, psychosocial, spiritual, personal values and beliefs as well as your age, race, gender, national origin, religion, sexual orientation, disability or other status protected by law. You have the right to full recognition of dignity and individuality, including privacy in treatment and in the care of your necessary personal and social needs. Advance Directive You have the right to formulate advance directives for healthcare to the extent permitted by law. You have the right to have the hospital staff comply with your advance directives. Hillcrest Hospital South will suspend a DNR (Do Not Resuscitate) during surgery unless specifically requested otherwise by the patient or patient representative. Patient Representative/ Surrogate Decision-Maker You have the right to appoint a patient representative, also known as a surrogate decision-maker. The surrogate decisionmaker can make decisions on your behalf, to the extent permitted by law, if you become unable to communicate your wishes regarding care in the following instances. n You are incapable of understanding a proposed treatment or procedure, n You are unable to communicate your wishes regarding care, : 19

20 Rights & Responsibilities n You are adjudicated incompetent, n You are found by your physician to be mentally incapable of understanding your rights, or n You are a non-emancipated minor whose care may be supervised by a parent or guardian. Family You have the right to have family or a chosen representative participate in discussions and decisions regarding your healthcare. Visitors You have the right to receive visitors of your choosing including a spouse, domestic partner (including same-sex partner), family members and friends. This right is subject to any clinically necessary or reasonable restrictions imposed by the hospital or your doctor. You also have the right to refuse visitors. You have the right to send and receive mail. The hospital will not restrict communication in any way without involving you, your family and/ or responsible person in the decision. Your patient representative also may exercise your visitation rights. Research You have the right to refuse to participate in research projects. Transfer You have the right to be transferred to another facility if this facility cannot provide the services you need. You have the right to receive an explanation concerning the need for a transfer and the alternatives before the transfer is made. Discharge/Continuity of Care You have the right to expect reasonable continuity of care. You have the right to receive proper instruction and education to provide a continuum of personal healthcare following discharge. You have the right to examine and receive an explanation of your bill, regardless of the source of payment. Ethics You have the right to request a copy of the hospital s Code of Ethical Behavior Policy. Complaints You have the right to express concerns or complaints without fear of reprisal and to have them responded to in a timely manner. If at any time you feel your rights are not being respected, your nurse will help you contact the hospital representative. Grievances Hillcrest Hospital South provides patients and families a way to express complaints or concerns they may have regarding the patient s rights or care a patient receives. Once a hospital employee or a member of the professional staff is made aware of a grievance, the issue will be promptly resolved by the department providing care. The patient/patient representative also may contact the risk manager at A patient also has the right to express grievances directly to: DNV Healthcare, Inc. Phone: Fax: or online at: dnvglhealthcare.com/ patient-complaint-report 20 :

21 Oklahoma State Department of Health 1000 NE 10th St. Oklahoma City, OK or Oklahoma Foundation for Medical Quality Patient Responsibilities Each patient is responsible for the following: n You have the responsibility for providing, to the best of your knowledge, accurate and complete health history including present complaints, past illnesses, hospitalizations, medications and other matters relating to your health. n You are responsible for assisting your physician and the hospital staff in facilitating a safe environment. Please notify your physician or any staff member of any event or situation that you observe that you feel is unsafe. n You have the responsibility to report unexpected changes in your condition to the responsible practitioner. You are responsible for reporting whether you clearly comprehend a contemplated course of action and what is expected of you, and you are responsible for asking questions if you do not understand. n You are responsible for following the treatment plan recommended by the practitioner primarily responsible for your care. This may include following the instructions of nurses and allied healthcare professionals as they carry out the coordinated plan of care and implement the responsible practitioner s orders. You are responsible for accepting the consequences of not following instructions. You are responsible for keeping appointments and, when unable to do so for any reason, notifying the responsible practitioner or the hospital. n You are responsible for providing the hospital with a copy of your written advance directive, if completed. n You are responsible for assuring that the financial obligations of your healthcare are fulfilled as promptly as possible. You have the responsibility to cooperate in furnishing hospital personnel, to the best of your ability, any information or documents required by any insurance company or any federal or state agency which will or may undertake the payment of your facility charges in accordance with the requirements of federal or state regulations. n You are responsible for following hospital rules and policies of the hospital that apply to you as a patient. You should understand that these rules and policies have been made because the hospital has an obligation to all its patients. You are responsible for conducting yourself and to ensure that your visitors conduct themselves in such a manner that no other patient is deprived of his/her rights of privacy, quiet and proper medical care. n You are responsible for acting with consideration and respect with regard to the rights of other patients and hospital personnel. You are responsible for being respectful of the property of other persons or the hospital and to abstain from smoking as required by policy : 21

22 Preparing to Leave the Hospital When You Are Discharged Your physician determines when you are ready to be discharged. Your physician and nurse will give you discharge instructions and answer any questions you have about managing your treatment and medications once you are home. If you are confused or unsure about what you need to do, what medications you must take, or if you have to restrict your diet or activities, don t be afraid to ask and take notes. Be sure you understand any instructions you have been given before you leave the hospital. When your doctor feels that you are ready to leave the hospital, he or she will authorize a hospital discharge. Please speak with your nurse about our discharge procedures. Here are a few tips to make the discharge process run smoothly: n Be sure you and/or your caregiver has spoken with a discharge planner and you understand what services you may need after leaving the hospital. n Verify your discharge date and time with your nurse or doctor. Our goal is to complete your discharge by noon. n Have someone available to pick you up. n Check your room, bathroom, closet and bedside table carefully for any personal items. n If you have anything stored in the hospital safe, please call the Safety and Security Office at ext and an officer will bring your valuables to you. n Make sure you or your caregiver has all necessary paperwork for billing, referrals, prescriptions, etc. n Oklahoma state law requires that an infant-approved car seat be properly installed in the car for your baby s ride home. For your baby s safety, a car seat must be appropriately installed prior to your baby being discharged from the hospital. n A member of the hospital staff will escort you via wheelchair to the front entrance and help you into your car. Medications It is important to fill any new prescriptions promptly so you can stay on the medication schedule that began in the hospital. When you get your new prescriptions, read the literature carefully so you know which side effects are normal and which should be reported to your doctor. It also is important to know whether you should take the drugs with food and whether over-the-counter medicines, such as cold remedies or aspirin, will interfere. Taking your medications on a strict schedule is important. Some drugs, if interrupted, can cause serious side effects. Taking too little or too much of your 22 :

23 prescription drugs also can have dangerous side effects. For instance, do not take more of a pain medication than is prescribed. If the medication is not effectively managing your pain as prescribed, consult your doctor. Pay strict attention to the dosage and frequency printed on your prescription label for a successful recovery. Billing: What a Hospital Bill Covers The hospital bill covers the cost of your room, meals, 24-hour nursing care, laboratory work, tests, medication, therapy and the services of hospital employees. You will receive a separate bill from your physicians for their professional services. If you have questions about these separate bills, please call the number printed on each statement. The hospital is responsible for submitting bills to your insurance company and will do everything possible to expedite your claim. You should remember that your policy is a contract between you and your insurance company, and that have the final responsibility for payment of your hospital bill. Medicare We will need a copy of your Medicare card to verify eligibility and process your claim. You should be aware that the Medicare program specifically excludes payment for certain items and services, such as cosmetic surgery, some oral surgery procedures, personal comfort items, hearing evaluations, self-administered drugs for observation patients and others. Deductibles and copayments are the patient s responsibility. Medicaid We will need a copy of your Medicaid card. Medicaid has payment limitations on a number of services and items. Commercial Insurance We will file insurance claims for you once you have assigned benefits to Hillcrest Hospital South. All co-pays, deductibles and co-insurance are due at the time of service. Pre-Certification Most insurance plans now require precertification for hospital stays and certain tests and procedures in order for you to be eligible for full policy benefits. It is your responsibility to see that this is completed. This information can be found on your insurance card. If you are unsure of your pre-certification requirements, we recommend that you contact your insurance company as soon as possible. Your Opinion Counts Soon after your discharge, an independent company may call you on behalf of this hospital to conduct a confidential patient satisfaction survey. Please take the time to speak with the representative and share your opinions about your hospital stay. Your feedback is an important part of our goal of improving the care and services we provide : 23

24 Preparing to Leave the Hospital Home Health Our hospital-based Home Health service is a Medicare-certified agency, staffed by experienced professionals providing healthcare services in the home setting such as skilled nursing, physical therapy, occupational therapy, speech therapy, social workers and personal care aides. Our Home Health agency operates with the resources and high level of medical excellence that are trademarks of Hillcrest HealthCare System. If you are in need of home healthcare or would like more information about our Home Health services, please call Assistance with Hospital Bill You may call the Business Office for assistance with your hospital bill or if you have questions regarding your responsibility. If You Have No Insurance If you do not have insurance coverage, payment is due at the time of service, and arrangements for payment should be made before leaving the hospital. Paying Your Bill For your convenience, we accept checks, Discover, American Express, Visa and MasterCard. If you have any questions or would like to discuss your payment options, call the Business Office at to speak with a customer service representative. The Business Office is open Monday through Friday, 8:00 a.m. to 4:30 p.m. 24 :

25 BUDDHA In compassion lies the world s true strength. For the Caregiver Your role as a patient advocate. CAREGIVER... know what condition Your loved one is being treated for. patient s rights Know your patient s rights and responsibilities (See page 18). advance directives Know whether or not your loved one has an advance directive and if so, what it specifies. While your loved one is in the hospital, who will speak up for him or her? You can, by being the patient s advocate the person who will help the patient work with doctors, nurses and hospital staff. To help your loved one make the best decisions about his or her care and treatment, follow the advice in the caregiver list at right. While you are making sure that your loved one s needs are being met, don t neglect your own. Caregiving is a stressful and time-consuming job. You may neglect your diet, your normal exercise routine and your sleep needs. You may find that you have little or no time to spend with friends, to relax or to just be by yourself for a while. But downtime is important. Don t be reluctant to ask for help in caring for your loved one. Take advantage of friends offers to help and look into local adult daycare programs. Find out more about how you can ease the stress of caregiving at ask questions If your loved one is too ill or reluctant to ask questions, make note of his or her concerns and any you may have, and don t be afraid to speak up. help track medications Your loved one may be prescribed medications while in the hospital and may be seen by several doctors. Keep track of it all with a pocket-sized notebook. what s next? Will your loved one need home care or care at another facility? Ask to speak with a case manager to find out what your options are : 25

26 Your Hospital Team questions about your meals or diet, talk with your nurse. The Medical Staff The physician who admits you is responsible for directing your care while you are in the hospital. Your physician, as the coordinator for your treatment program, should be consulted if you have questions about your illness or care. The Nursing Staff 24-hour nursing care is provided by a team of professional registered nurses, licensed practical nurses and nurse assistants. A director is responsible for directing and coordinating nursing care on each unit. Please feel free to contact your nurse or the director if you have questions or concerns. Pastoral Services Ext Your priest, minister or rabbi always is welcome to visit you while you are here. If you do not have a spiritual counselor, volunteer chaplains are available on a limited basis. Please ask your nurse to contact the volunteer coordinator at ext Dietitians Ext or 4720 The hospital maintains a staff of full-time registered dietitians to meet your dietary needs during your stay. If you have Social Workers Social workers are assigned to each patient care area and are trained to help patients and family members deal with financial, social and emotional problems that relate to illness or hospitalization. Members of the department work with patients and families to help deal with long-term illnesses and rehabilitation and are involved in discharge planning. Patient Accounting Ext A representative from the Patient Accounting Department can answer questions about your hospital bill and help you interpret financial policies and billing procedures at the hospital. After discharge, you may contact Patient Accounting by calling Monday through Friday from 7:00 a.m. to 4:00 p.m. Housekeepers Your room is cleaned daily by a member of the housekeeping staff. If there is anything that housekeeping can do to help keep your room clean, please contact your nurse and it will be taken care of as soon as possible. Volunteers Ext Volunteers contribute many hours of service to the hospital. They supplement the services of the hospital staff in many ways and can be identified by their nametags and black vests. If you are interested in becoming a Hillcrest South 26 :