General Information Visiting Hours 6 a.m. to 9 p.m. Under special circumstances, an adult may be allowed to stay with a patient overnight if you are in a private room. If you would like to stay later than 9 p.m. or spend the night, please speak with the nurse. Approved overnight guests will be given a special pass. Some specialty departments, including the ICUs, have more restricted visiting hours, please ask about these. Telephones Emergencies... 22 Security Department...84487 Local calls...dial 9, then the number Internet Access You may access the Internet through computer kiosks located in the Lexington Avenue lobby, the Parkview Café, the Heart and Vascular Center s 2nd floor, and in the Medical Library, located on the ground level of the Lexington Avenue Parking Garage. Free Wifi is available throughout the medical center. Look for KDguest on your wireless device and agree to the terms of service. KDMC Family Pharmacy The King s Daughters Family Pharmacy is open weekdays, 7 a.m. to 5 p.m., and Saturdays until noon and is located on the first floor of Medical Plaza B. You may drop off discharge prescriptions at the Family Pharmacy, and your order will be delivered to your patient room once the order has been filled. For more details, call (606) 324-0092 or internal ext. 81245. Free Curbside Shuttle Service Patients and visitors can park in the Curbside Shuttle Lot on Central Avenue and 24th Street, and be picked up at the heated/cooled covered sheltered. The shuttle visits the area every 10 minutes, and gives customers front door service to any entrance on KDMC s main campus. The shuttle also picks up passengers and return them to their vehicles. Curbside shuttle service is available 7 a.m. to 4:30 p.m. weekdays. Shuttle Service, ext. 80454 or (606) 408-0454. Dining Options Patient Meals Meals are delivered as follows: Breakfast: 6:45 to 8:30 a.m. Lunch: 10:45 a.m. to 12:30 p.m. Dinner: 4:30 to 6:30 p.m. The menu will be delivered to your room between lunch and dinner. Circle the items you prefer. For special requests or questions concerning modified diets, contact the registered dietitians by calling KDMC ext. 81437. Between-meal snacks for special diets are also available. Please ask your nurse for details. Guest Meals Guests may purchase meals or snacks in the Parkview Café, on the first floor of the Center for Advanced Care. Depending on the patient s condition, visitors may dine in the patient room during regular patient meal service times. The cost is $6 per meal. For more details, call KDMC ext. 81424. One free guest meal is served with each pediatric patient meal. Parkview Café Hours Meals are served on the following schedule: Monday through Friday Breakfast: 7 to 9:30 a.m. Lunch: 10:45 a.m. to 3 p.m. Dinner: 4 to 7 p.m. Grab-N-Go: 7 a.m. to 7 p.m. Saturday and Sunday Breakfast: 7 to 10 a.m. Lunch: 11 a.m. to 2 p.m. Dinner: closed Other Dining Options Wendy s... (606) 325-3533 Medical Plaza A, first floor Open daily 10 a.m. to 10 p.m. Sweet Caroline s Café... (606) 408-7467 Medical Plaza A, first floor Open weekdays 6:30 a.m. to 2 a.m., weekends 9:30 p.m. to 2 a.m. Meeting Your Needs We want to provide you with very good care. If there is anything we can do for you or your family, please let us know right away we have the time. We welcome your questions and comments. Our team will do its very best to accommodate your requests. Patient Representatives The King s Daughters team of patient representatives helps customers resolve non-clinical concerns. Patient representatives visit newly admitted patients and provide a link between you, your family and your healthcare team. Should you or your family have questions or concerns during your stay, we want to hear about them. We ask that you give us the opportunity to resolve the situation. If we 1
are not meeting your expectations, please discuss your concern with a patient representative, your nurse, the nursing department manager, or your physician. Available from a patient representative dry erase communication board radio (small, battery operated) telephones with loud ringer, volume control or large buttons other special needs To call a patient representative, KDMC ext. 84146. Patient Satisfaction Surveys Patients may receive a survey within seven to 10 days after discharge. These surveys help identify patient needs, improve care and recognize team members. We encourage you to complete the survey and return it in the prepaid envelope. If you prefer not to receive a survey, please contact one of our Patient Representatives at (606) 408-4146. Partnering for Safety As a patient, you are a member of our safety team. The following information is provided to you as part of our continuing effort to improve the quality of care we provide. Please let any member of our team know if you have a question or concern regarding medications, tests or treatments, or anything else that makes you feel unsafe. If you believe your safety concerns are not being met, please call one of our Patient Safety specialists at KDMC extensions 5433, 5293, or 5684. Or you may call our Patient Safety and Quality Hotline at ext 4700. Important Patient Safety Tips 1. Provide a complete list of your medications, including over-the-counter medications, vitamins or supplements. List any past allergies or adverse reactions to medications you had. 2. Share your health history with your caregiver. Keep a record of your physicians, health conditions, surgeries, medications and hospitalizations. 3. Notepads and pens are available upon request in patient rooms so you can write down questions for the physician or nurse. 4. We understand hospitalization can be stressful. Please let us know if you need emotional support. 5. All KDMC team members wear identification badges and introduce themselves by name. 6. For your safety, please wear your hospital armband at all times. If it is removed, please request a new one. Team Members will check your armband and call you by name before performing any tests or giving medication. 7. If you don t know why you are receiving a particular medication or having a test, please ask your caregiver. 8. You have the right to know the results of any testing. If results are not shared with you, ask your caregiver. 9. If you are undergoing surgery, your surgery team will confirm with you the correct surgical procedure and site. Read all consent forms and make sure you have all your questions answered before signing them. 10. Remind family and caregivers to wash their hands upon entering and leaving your room. 11. Do not hesitate to ask questions if there is anything you do not understand at any time. Reducing Risk of Patient Falls Although King s Daughters cannot prevent all falls, we have developed a fall reduction program to reduce their incidence. Your healthcare team will assess and monitor your fall risk and will implement strategies to protect you from falling. As a patient, you can help us keep you safe by always asking for assistance when going to the bathroom. A Call, Don t Fall approach is strongly encouraged. Loved ones can help by lending a hand or asking caregivers for help. Hand Hygiene Hand hygiene (hand washing and the use of alcohol-based hand gel) is one of the most effective ways to keep from getting sick and spreading illnesses. You can reduce your infection risk by following these easy steps: Remind your family and visitors to wash their hands or use the alcohol-based hand gel each time they enter and leave your room. Speak up for your safety and remind your healthcare providers to wash their hands or use the alcohol-based hand gel each time they enter and leave your room. Pain Scale A nurse will ask you to rate your pain on a scale of 0 to 10. 0 means no pain 10 means worst pain possible After receiving treatment to manage pain (medication or other), you will be asked to rate your pain using the same scale. Reporting your pain as a number will help our team know how well the treatment is working and also helps your physician know whether a change in treatment is needed. You may be asked to set a goal for pain control. An example might be, I will have no pain greater than three on the pain scale. Call your nurse if: your discomfort does not decrease you are overly sleepy you are short of breath you are itching or feel sick to your stomach 2
AIDS Information The Kentucky Legislature requires that hospitals provide patients with information about acquired immunodeficiency syndrome. The disease, commonly referred to as AIDS, is caused by the human immunodeficiency virus (HIV), and can destroy the body s ability to fight other diseases that invade your body. These diseases can kill you. There presently is no cure for AIDS. A brochure about AIDS that details methods of transmission and prevention is available on request. In addition, you can get helpful, confidential information from the National AIDS hotline, 1-800-342-AIDS (2487). It s open 24 hours a day. The Spanish hotline is 1-800-344-SIDA (7432). The hotline number for the hearing impaired is 1-800-AIDS-TTY (243-7889). Hospitalists Your primary care physician may ask a hospitalist to care for you while in the hospital and coordinate your care with other specialists you may need, such as surgeons, cardiologists or pulmonologists. Hospitalists are physicians who are experts at coordinating inpatient healthcare. The hospitalist communicates with your primary care physician so he or she knows about your health during hospitalization. When you leave the hospital, the hospitalist provides your primary care doctor with: A summary of your hospital stay and medications prescribed Any recommendations for follow-up care Following discharge from KDMC, your primary care physician will again take care of your day-to-day healthcare needs. If you do not have a primary care physician, you may make arrangements for follow up care at one of our Family Care Center. Please call 1-888-377-KDMC (5362) for a referral. ACT Nurse The ACT nurse can be called in to respond to changes in your condition or mental status, at your request. We encourage you to contact the ACT nurse if you feel there is a change that needs to be addressed. Reasons to call: significant change in blood pressure change in heart rate (an increase or decrease) difficulty breathing change in level of awareness such as confusion or not waking up easily After your initial visit, an ACT nurse will follow up with you. If you need the ACT nurse at any time, please call KDMC ext. 3402 or notify the charge nurse. 3 Pastoral Care King s Daughters Pastoral department will be delighted to visit with you during your stay or contact your own clergy. In addition, our chaplains and other local ministers are available at any time for your emergency needs. To request a visit from a chaplain, please notify your nurse or call KDMC ext. 4560. If there is no answer, please call the switchboard by dialing 0 and asking for a chaplain. When calling from outside the medical center, please dial (606) 408-4560. Patient Self-Determination In 1994, the Kentucky General Assembly enacted legislation that allows patients age 18 or older to write directions for their physician and the hospital to follow regarding healthcare decisions in the event they become unable to make or communicate these decisions. Patients also may name another person to make healthcare decisions in the event they become unable to make decisions. Prior to hospitalization or procedures, patients are encouraged to discuss advance directives with family members and the attending physician. Patients and their family members also may desire to consult an attorney. If you have any questions or concerns regarding advance directives, please contact the social worker on your floor or call the operator to connect you to KDMC s Social Work Department. They can provide information about living wills, durable power of attorney for healthcare and guardianship as a healthcare surrogate. Discharge Planning KDMC s Social Work team helps you make arrangements for care when you leave the medical center. An individualized discharge planning assessment helps your social worker care identify needs upon return home. Services include: referral to Transitional Care Unit, Rehabilitation or assisted living facilities as indicated when you require continued daily nursing or therapy needs. referral to Home Health for nursing, physical or occupational therapy, etc. Please call (606) 408-9700 to contact our Home Health Department. arranging durable medical equipment (wheelchair, walker, etc.) to aid in your recovery. Call (606) 408-9690 to reach KDMC s Home Medical Equipment. referral to community agencies such as Meals on Wheels and Lifeline, and/or those that provide medication assistance, transportation, adult day care, etc. supportive counseling for you and your family to address questions and concerns that arise regarding your post-hospitalization care.
For a complete list of home health agencies and home medical equipment companies, please ask your nurse to contact the social worker on your unit. Resolving Your Concerns Should you or your family have specific questions or concerns, we want to hear about them so we may address them promptly. Please give us the opportunity to resolve your concerns. General Concern Processing If we are not meeting your expectations, please discuss the issue with your nurse, the department manager or your physician. If they are unable to address your concern or you prefer to talk with someone else, please contact a KDMC patient representative by calling KDMC ext. 84146, or dial 0 for the operator. From an outside line, call (606) 408-4146. Medical Care Concerns Our goal is to provide you with high-quality healthcare. If you or a family member is concerned about the quality of medical care you are receiving, please call the Quality Management Department immediately at KDMC ext. 4700 or (606) 408-4700. You also may dial 0 to contact a hospital operator, who will contact them for you. Ethics Committee KDMC s Ethics Committee responds to requests for help in resolving conflicts and concerns in patient care. The committee can be contacted when conflicting opinions develop between the patient, the patient s family and the physician. The committee, made up of medical and community members, will issue a recommendation for consideration; however, such recommendations are not legally binding. For more information, please call Risk Management at KDMC ext. 80180, or (606) 408-0180 from an outside line. Patient Billing Q and A If I have insurance, when will I receive a bill? KDMC will bill your insurance company. After your insurance company sends payment, KDMC will send you a bill with the balance due. You are responsible for any deductible, co-pay and non-covered services (example: additional charges for private rooms). Payment in full is requested. If there is a delay in your insurance company paying your claim, we will mail you the billing statement so you may follow up with your insurance carrier. What are your payment guidelines? If you are unable to pay your bill in full, payment arrangements can be made by calling (606) 408-4446 or toll free 1-877-420-3555. Arrangements are made on an individual and confidential basis. I do not have health insurance. Does KDMC offer financial assistance? KDMC provides financial assistance for qualifying patients. During your stay, a financial counselor can visit with you to help determine your needs and explain available financial resources. To begin the process, please call (606) 831-8013. Complete our Financial Assistance Determination Form, which is available at kdmc.com, or the form can be mailed to you by calling (606) 408-6454. Will I receive more than one bill for services at King s Daughters? Each time you receive a service at KDMC, you will receive a separate bill. A billing statement will arrive within five to 10 days from your date of service. You may receive additional bills from your physicians involved in your care, including Emergency Department physicians, radiologists, anesthesiologists, pathologists, surgeons and other specialists involved in your care who have separate billing services. Can I get a copy of my bill? Please call us at (606) 408-4446, or toll free 1-877-420-3555 weekdays 8 a.m. to 6 p.m., and a copy of your bill will be mailed to you. You also may pick up a copy at our Patient Registration office, located on the first floor of the Center for Advanced Care. Our office is open weekdays 8 a.m. to 4:30 p.m. Please bring a photo ID for release of your bill. What information do you need if I am a Hospice patient? Please inform the registration clerk that you (or your loved one) are a Hospice patient. Please note that the patient or his/her representative (family member, power of attorney, nursing home staff) must notify Hospice for approval of treatment prior to arrival at KDMC. KDMC is Tobacco-Free The use of tobacco products is prohibited throughout the Medical Center campus, including entrances, sidewalks and parking lots. KDMC has designated one smoking area on the top floor of the Lexington Avenue parking garage. Those who use tobacco products including patients, visitors and employees are strongly encouraged to use this kiosk. Patients, including those with IV poles or wheelchairs, must be safely disconnected from their medical devices prior to leaving the nursing unit. 4
Patient Rights and Responsibilities King s Daughters Medical Center shall provide all patients the right to participate in treatment decisions, actions, and concerns pertinent in providing their care. KDMC shall be sensitive to all patient needs including cultural, psychosocial, racial, linguistic, age, gender, religious, spiritual, and the needs of the disabled patient. Patients shall be provided impartial access to treatment or accommodations that are available and/or medically indicated regardless of race, creed, gender, age, sexual orientation, national origin, availability of transportation, or sources of payment for care. The patient has the right to considerate, respectful care at all times and under all circumstances, with recognition of his or her personal dignity. KDMC expects responsible and cooperative behavior on the part of patients, families and visitors, considering the nature of the patient s illness. The patient shall be given a copy of their rights and responsibilities. Patient Rights The patient has the right to have family or a representative and his/her own physician notified promptly of admission. The patient has the right, within the law, to personal and informational privacy, as manifested by personal privacy. This includes the refusal to talk with or see anyone not officially connected with KDMC, including family members or visitors, or persons officially connected with KDMC but not directly involved in the patient s care (not including officers of the law or courts in performance of their duties). Upon patient consent, families and/or significant others shall be involved in care decisions. In the event a patient is unable to speak to this policy, addressing legal responsibility for consent shall be followed. The patient has the right to consent, or withhold consent, to be recorded or filmed for organizational purposes. The patient has the right to wear appropriate personal clothing and religious or other symbolic items as long as the items are not considered offensive or obscene and do not interfere with diagnostic procedures or treatment. The patient has the right to be interviewed and examined in surroundings designed to assure reasonable visual and verbal privacy. This includes the right to have a person of one s own gender present during certain parts of a physical examination, treatment, or procedure performed by a health professional of the opposite gender and the right not to remain disrobed any longer than is required for accomplishing the medical purpose. The patient has the right to obtain from the health practitioner responsible for coordinating the patient s care all complete and current information concerning diagnosis (to the degree known), treatment, outcomes of care (including unanticipated outcomes), and prognosis. This information should be communicated in terms the patient can reasonably be expected to understand. When it is not medically advisable to give such information to the patient, the information should be made available to next of kin or to a legally authorized individual. Each patient has the right to personal dignity, in an environment which preserves dignity. Each patient has a right to have his or her cultural, psychosocial, spiritual, and personal values, beliefs, and preferences respected. The patient has the right to pain management. The patient has the right to know the identity and professional status of individuals providing service and to know which physician or other practitioners are primarily responsible for the patient s care. This includes the patient s rights to know of the existence of any professional relationship among individuals who are providing treatment, as well as the relationship to any other healthcare or educational institutions involved in the patient s care. The patient has the right to be cared for by staff who have been educated about patient rights and their role in supporting patient rights. Participation by patients in clinical trial programs, human experimentation or in the gathering of data for clinical research purposes or other research/educational projects affecting the patient s care or treatment is strictly voluntary. The patient has the right to information about the clinical investigation process and the right to refuse to participate and must provide a fully informed patient consent if they choose to participate. The patient has the right to access people outside KDMC by means of family or other visitors and by verbal and written communication. When the patient does not speak or understand the predominant language of the community, KDMC shall provide access to an interpreter. Regardless of the source of payment of care, the patient has the right to request and receive an itemized and detailed explanation of the total bill for services rendered. The patient has the right to timely notice prior to termination of eligibility for reimbursement by any third-party payor for the cost of care. The patient at his or her own request (and expense, when applicable) has the right to consult with specialists. The patient has the right to visitors without restriction based on race, color, national origin, religion, sex, gender identity, sexual orientation or disability. The patient has the right to accept or deny visitation. All visitors designated by the patient (or support person where appropriate) shall enjoy visitation privileges consistent with patient preferences and consistent with justified clinical restrictions necessary to provide safe care to patient and other patients. The patient has the right to participate in decisions involving his or her healthcare. To the degree possible, participation should be based on a clear, concise explanation of all conditions and of all proposed technical procedures, including the risk of mortality or serious side effects; problems related to recuperation; medically significant alternatives for care or treatment; and, the probability of success. The patient shall not be subjected to any procedure without voluntary, competent, and understanding consent or the consent of a legally authorized representative. The patient has the right to know who is responsible for authorizing and performing the procedures or treatment. 5
The patient has the right to make decisions about the plan of care prior to and during the course of treatment; and the patient may refuse treatment to the extent permitted by law. When refusal of treatment by the patient or a legally authorized representative prevents the provision of appropriate care in accordance with professional standards, the relationship with the patient may be terminated upon reasonable notice. A patient may not be transferred to another facility unless the patient or the patient s representative legally empowered to act on behalf of the patient has been fully informed of the reason for the transfer, risks and benefits involved, alternatives to transfer, and the right to refuse the transfer. The patient has the right to be informed by the responsible practitioner, or his delegate, of any continuing healthcare requirements following discharge from KDMC. The patient shall be informed of KDMC s rules and regulations applicable to conduct while a patient. Patients are entitled to information about KDMC s mechanism for the initiation, review and resolution of patient complaints. The patient has the right to be placed in protective privacy when considered necessary for personal safety, and has the right to protective and advocacy services. The patient has the right to expect reasonable safety insofar as possible and in keeping with KDMC policies, procedures and environment are concerned. The patient has the right to be free from all forms of abuse or harassment mental, physical, sexual and verbal abuse; neglect and exploitation. The patient has the right to be free from restraints or seclusion that are not medically necessary or used as a means of coercion, discipline, staff convenience, or retaliation. Patients who wish to file written or oral complaints regarding quality of care at this facility have the right to be informed of the appropriate state agency and contact information that handles such concerns. Patients have the right to freely voice complaints without being subject to coercion, discrimination, reprisal, or unreasonable interruption of care. The patient has the right to have an advance directive (e.g. living will, healthcare proxy, or durable power of attorney for healthcare) concerning treatment or designating a surrogate decision-maker with the expectation that KDMC will honor the intent of that directive to the extent permitted by law and KDMC policy. The patient has the right to pastoral counseling regardless of religious preference. A member of KDMC s Pastoral Care Department is available for assistance upon patient request at (606) 408-4560. If you are unable to exercise these rights, your guardian, next of kin or legally authorized surrogate has the right to exercise these rights on your behalf. If you have questions regarding these rights or wish to voice a concern about a possible violation of your rights, you may contact the patient representative at KDMC ext. 84146. After hours, weekends and holidays, notify the patient care administrative coordinator at (606) 408-5152 or KDMC ext. 5152. You may call the Medical Center at (606) 408-4000 and an operator will assist you. Patient Responsibilities A patient shall be responsible for providing to the best of their knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to health status. The patient has the responsibility to report unexpected changes in condition to the responsible practitioner and whether contemplated courses of action are clearly understood. A patient shall be responsible for following the treatment plan recommended by the practitioner primarily responsible for his or her care. This may include the following: the instructions of nurses and allied health personnel as they carry out the coordinated plan of care; implementing the responsible practitioner s orders; and enforcing applicable KDMC rules and regulations. The patient shall be responsible for keeping appointments, and when unable to do so for any reason, for notifying the responsible practitioner or KDMC. Patients are responsible for recognizing the impact of their lifestyle on their personal health. The patient shall be responsible for his or her actions if treatment is refused and/or terminated or the practitioner s instructions are not followed. The patient shall be responsible for providing necessary information for insurance claims and for assuring that the financial obligations of healthcare are fulfilled as promptly as possible. The patient shall be responsible for following KDMC rules and regulations affecting patient care and conduct. The patient shall be responsible for being considerate of the rights of other patients and KDMC staff and for assisting in the control of noise and the number of visitors. The patient shall be responsible for being respectful of the property of other persons and of KDMC. The patient shall be responsible for adhering to KDMC s policy on tobacco products. KDMC is a tobacco-free facility, and the patient shall be responsible for respecting the health needs of others. The patient shall be responsible for assuring that KDMC has a copy of their advance directive if he or she has one. If you, or anyone else, wish to file a written or oral complaint about the quality of care given by this facility, you may do so by contacting: Kentucky Cabinet for Health and Family Services Office of Inspector General, Division of Community Health, 275 East Main St. 5E-A, Frankfort, KY 40621 Telephone (502) 564-5497 Fax (502) 564-6546 If your concerns are not resolved at the hospital, you are encouraged to contact The Joint Commission. You may contact the Joint Commission s Office of Quality Monitoring to report any concerns or register complaints by either calling 1-800-994-6610, or emailing complaint@jointcommission.org. 6
Telephone Directory King s Daughters internal telephone numbers my be four or five digits. Operator... (606) 408-4000 Home Medical Equipment... (606) 408-9690 Administration... (606) 408-4401 KDMC Family Pharmacy... (606) 324-0092 Business Office... (606) 408-4446 Medical Records... (606) 408-4680 Center for Heart Health... (606) 408-6000 Nursing Supervisor... (606) 408-5152 Center for Lung Health... (606) 408-4414 Parkview Café Menu... (606) 408-4471 Cardiac Rehab... (606) 408-4667 Pastoral Care... (606) 408-4560 Center for Advanced Imaging... (606) 408-7226 Patient Information... (606) 408-4463 Concierge Services... (606) 408-6034 Patient Representatives... (606) 408-4146 Curbside Shuttle Service... (606) 408-7275 Patient Safety Hotline... (606) 408-4700 Diabetes Education... (606) 408-4662 Safety and Security... (606) 408-4487 Emergency Department... (606) 408-4565 Social Work... (606) 408-6294 Food Services... (606) 408-5686 Spine and Pain Center... (606) 408-7246 Heart & Vascular Center info desk... (606) 408-6032 Wound Center... (606) 408-6266 Home Health... (606) 408-9700 Hospitality House KDMC s Hospitality House provides families especially those with limited resources a warm, inviting place to stay for adult family members or caregivers of either: critically ill patients receiving care at KDMC qualifying outpatients receiving extended therapeutic care at KDMC Located just one block from KDMC s main entrance, the Hospitality House features 13 guest rooms with two single beds and a private bath, with bed and bath linens provided. The house also features a common kitchen and dining area, laundry facilities and 24-hour, on-site management. There are no children and no smoking allowed, and guests also must live at least 50 miles away from the medical center to qualify to stay at the Hospitality House. Referrals are coordinated by KDMC s Social Work Department or contact your nurse for more information. They are made once the patient is admitted to KDMC. Ask your nurse or other caregiver about contacting a member of our Social Work Department. 9-12