PATIENT CARE GUIDE
A Note from Terry Welcome to Santiam Hospital. As the primary healthcare provider in this community, we have provided health services to Santiam Canyon residents for more than 54 years. In addition to providing medical services, we build relationships with our patients and with the communities that we serve. The staff members at Santiam Hospital are committed to delivering the best possible care to our patients. With highly trained medical staff and advanced healthcare technology, we strive to make your visit as comfortable as possible. We value your feedback, as you are the most important person in your healthcare team. We are your partner in good health, providing the healthcare expertise to help you heal in a safe and compassionate environment. Thank you for choosing Santiam Hospital. Consider us Your Partner in Good Health. Terry Fletchall, Chief Executive Officer Speak Up We all have a role in making healthcare safe. That includes doctors, healthcare executives, nurses, healthcare technicians and you. As the patient, you are the center of your healthcare team. We encourage you to play an active role to ensure that medical errors are avoided. Please Speak Up. The more involved you are in your care, the better it will be. S P E A K U P Speak up if you have questions or concerns. Pay attention to the care you are receiving. Educate yourself about your diagnosis, tests and treatments. Ask someone you trust to be your advocate. Know what medications you take and why you take them. Use healthcare organizations that have been evaluated against established standards. Participate in all decisions about your healthcare.
Contents Your Patient Room...2 Calling Your Nurse...2 Using the Phone...2 Television...2 Personal Belongings...2 Services and Amenities...2 Visiting Hours...2 Waiting Areas...2 Wireless Access...2 Food Services...3 Mail and Flowers...3 Gift Shop...3 Pastoral Care...3 Patient Rights...3 Access to Care...3 Respect and Dignity...3 Privacy and Confidentiality...3 Personal Safety...4 Identity...4 Information...4 Patient Responsibilities...4 Provision of Information...4 Compliance Instructions...4 Respect and Consideration...4 Communication...4 Consent...5 Consultation...5 Refusal of Treatment................ 5 Hospital Charges...5 Transfer and Continuity of Care...5 Hospital Rules and Regulations...5 Your Safety...5 Your Role...5 Getting out of Bed...5 Fall Prevention...5 Fire and Disaster Drills...6 Pain Management...6 Medications...6 Drug Interactions...6 Pain Scales...6 Policies and Procedures...7 Healthcare Information Portability and Accountability Act (HIPAA)...7 Smoking Policy...7 Protected Health Information...7 Hospital Badges...7 Identification Band...7 Identification Band for Baby...7 Important Decisions...7 Advance Directives and Physician Orders for Life-Sustaining Treatment...8 Organ Donor Program...8 Going Home...8 Social Services...8 Post-Hospital Care...8 Lifeline...8 Financial Information...8 Reporting a Concern...9
Your Patient Room If you prefer not to have visitors, please talk to your nurse. Calling Your Nurse A button to call your nurse is located at your bedside. The orange button can be found on the upper bed rails. When you press the button, the nursing station is alerted that you need help. A staff member will respond to your signal by talking on the intercom system or coming to your room. Waiting Areas Our central hospital waiting area is located in the main lobby of the hospital. As you enter the hospital through the front doors, follow the stairs up to the main floor. You will see couches and tables ahead of you, this is the general waiting area. Using the Phone To make a local call, dial 9 plus the area code and phone number. We do not have long distance services from the patient room. If you need to make a long distance call, dial 0 and the hospital operator will assist you between the hours of 4 a.m. and 11 p.m. seven days a week. If you d like to give your family members a direct line to your patient room, talk with your nurse. He or she can provide you with that phone number. For additional information, dial 0 and the hospital operator assist you. Television Santiam Hospital offers basic cable services. The local TV guide can be found in the Statesman Journal newspaper that is provided to you each morning with breakfast. Should you encounter a difficulty with the television in your room, contact your nurse to schedule repair. Personal Belongings If you have valuables, please check them in at admissions where we store them in a safe for security. Upon discharge, your valuables are available and can either be delivered to your room or picked up at the business/ admissions office. If you have a question or a concern about a lost item, contact your nurse while in the hospital. If you have been discharged and would like to inquire about a lost item, call the nursing supervisor at 503.769.9276. Services and Amenities Visiting Hours Our general visiting hours are 9 a.m. to 8 p.m. seven days a week. Exceptions are often allowed for children admitted to the hospital, laboring mothers or terminally ill patients. Visitations will be limited for Emergency Department patients. We advise that people who have been exposed to contagious diseases or those who have signs of illness please refrain from visiting. Everyone should wash their hands often and well, with soap and warm water. The patient s nurse may decide to limit visits based on how the patient is feeling and the patient s requests. We also have a waiting room for Diagnostic Imaging patients. As you enter through main door, go upstairs to the main floor and turn right down the east hall. You ll see a sign for Diagnostic Imaging. There is a waiting area in that department. In addition, there is an Emergency Department waiting room, located just inside the Emergency Department entrance. Wireless Access For the convenience of your visitors, Santiam Memorial Hospital has wireless access available in the lobby, patient wing and auditorium. Food Services Nutritious meals are an important part of your treatment and recovery.
We offer a selective menu. Your menu is tailored to the nutritional prescription ordered by your doctor. Your menu for the following day is sent on your dinner tray. Please complete the menu at that time and place it back on your dinner tray. Our staff will pick it up from there. We also have a nutrition center stocked with snacks that are available 24 hours-a-day. Please ask your nurse if you would like a snack, and foods appropriate for your diet will be offered. Our Registered Dietitian is available to answer questions you may have about your special diet, or any other nutrition-related questions. Please tell your nurse if you would like to speak to our Registered Dietitian. If you have questions or concerns about the service or quality of your food, our Registered Dietitian can help you. Your guests may enjoy a meal or snack at our cafeteria, located near the front entrance of the hospital. Cafeteria hours are 7:00 a.m. to 6:30 p.m. daily. Gift Shop You may visit the gift shop located by the admissions desk near the front entry of the hospital. The hours of the gift shop are posted at the entrance for your convenience. Please take all items to be purchased to the main desk and they will assist you. Due to allergic reactions, latex balloons are not allowed in the hospital. Patient Rights Access to Care Individuals shall be accorded impartial access to treatment or accommodations that are available or medically indicated, regardless of race, creed, sex, national origin, disability and/or sources of payment for care. Mail and Flowers If you receive personal mail or flowers at the hospital, they will be delivered to your room. Mail received after you ve gone home will be sent to you. If you ve left the hospital and have a flower delivery, the flowers will be sent back to the florist, who will usually then deliver them to your home. Pastoral Care Santiam Hospital offers a program to assist the patient s and family member s spiritual, psychological and emotional needs. It is the purpose of the Hospital Chaplaincy to provide spiritual help and emotional support to patients and staff of Santiam Memorial Hospital. Chaplains are available; they are pastors of local churches who volunteer their services to assist patients and families in spiritual and emotional wellness. In addition, Eucharistic Ministers volunteer from local Catholic parishes and offer assistance to patients of the Catholic Faith. Respect and Dignity The patient has the right to considerate, respectful care at all times and under all circumstances, with recognition of his/her personal dignity. Privacy and Confidentiality The patient has the right, within the law, to personal and informational privacy as manifested by the following rights. To refuse to talk with or see anyone not officially connected with the hospital, including visitors, or persons officially connected with the hospital but not directly involved in his care. 3
To wear appropriate personal clothing and religious or other symbolic items, as long as they do not interfere with diagnostic procedures or treatment. To be interviewed and examined in surroundings designed to assure reasonable visual and auditory privacy. This includes the right to have a person of one s own sex present during certain parts of physical examination, treatment, or procedures performed by a health professional of the opposite sex. To not be disrobed any longer than is required. To expect that any discussion or consultation involving his/ her case will be conducted discreetly and that individuals not directly involved in his/her care will not be present without his/her permission. To have medical records read only by individuals directly involved in this treatment or in the monitoring of its quality. Other individuals can only read his/her medical record on his written authorization or that of his legally authorized representative. To expect all communication and other records pertaining to his/her care, including the source of payment, to be treated as confidential. To request a transfer to another room if another patient or visitor in the room is unreasonably disturbing him. To be placed in protective privacy when considered necessary for personal safety. Personal Safety The patient has the right to expect reasonable safety insofar as the hospital practices and environment are concerned. Identity The patient has the right to know the identity and professional status of individuals providing service to him/ her and to know which physician or other practitioner is primarily responsible for his/her care. This includes the patient s right to know of the existence of any professional relationship among individuals who are treating him/ her, as well as the relationship to any other health care or educational institutions involved in his/her care. Participation by patients in clinical training programs or in the gathering of data for research purposes should be voluntary. Information The patient has the right to obtain from the practitioner responsible for coordination his/her care complete and current information concerning his/her diagnosis, treatment, and any known prognosis. This information should be communicated in terms the patient can reasonably understand. When it is not medically advisable to give such information to the patient, the information should be made available to a legally authorized individual. Patient Responsibilities Provision of Information A patient has the responsibility to provide accurate and complete information about present complaints, past illnesses, hospitalizations, medications and other matters relating to his/her health. He/she has the responsibility to report unexpected changes in his/her condition to the responsible practitioner. A patient is responsible for reporting whether he/she clearly comprehends a contemplated course of action and what is expected of him/her. Compliance Instructions A patient is responsible for following the treatment plan recommended by the practitioner primarily responsible for his/her care. This may include following the instructions of nurses and allied health personnel as they carry out the coordination of the plan of care, implementing the responsible practitioner s orders and enforcing the applicable hospital rules and
regulations. The patient is responsible for keeping appointments and when he/she is unable to do so for any reason, notifying the responsible practitioner or the hospital. Consent The patient has the right to reasonable informed participation in decisions involving his/her health care. To the degree possible, this should be based on a clear concise explanation of his/her condition and all proposed technical procedures, including the possibilities of any risk of mortality or serious side effects, problems related to recuperation and the probability of success. The patient should not be subjected to any procedure without his/her voluntary, competent and understanding consent or that of his/ her legally authorized representative. When medically significant alternatives for care or treatment exist, the patient shall be so informed. The patient has the right to know who is responsible for authorizing and performing the procedures or treatment. The patient shall be informed if the hospital proposes to engage in or perform human experimentation or other research educational projects affecting his/her care or treatment. The patient has the right to refuse to participate in any such activity. Consultation The patient at his/her own request and expense has the right to consult with a specialist. Refusal of Treatment The patient may refuse treatment to the extent permitted by law. When refusal of treatment by the patient or his/her 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. Hospital Charges Regardless of the source of payment for his/her care, the patient has the right to request and receive an itemized and detailed explanation of the total bill for services rendered in the hospital. The patient has the right to timely notice prior to termination of his/her eligibility for reimbursement by any third party payor for the cost of his/her care. Transfer and Continuity of Care A patient may not be transferred to another facility or organization unless he/she has received a complete explanation of the need for the transfer and unless the transfer is acceptable to the other facility or organization. The patient has the right to be informed by the practitioner responsible for their care, their delegate, of any continuing health care requirements following discharge from the hospital. Hospital Rules and Regulations The patient should be informed of the hospital rules and regulations applicable to his/her conduct as a patient. Patients are entitled to information, review, and resolution of patient complaints. Your Safety Your Role You play a crucial role in avoiding serious health problems. It s important that you ask your health care providers questions because the right question might help avoid a mistake or clarify an important medical issue. Ask questions if you have doubts or concerns. Keep and bring a list of ALL the medications you take. Get the results of any test or procedure. Talk to your doctor about which hospital is best for your health needs. Make sure you understand what will happen if you need surgery. Getting out of Bed Your doctor will give instructions for your activity. You will heal faster by being as active as possible. We encourage you to get out of bed and take a stroll down the hall. If you have questions about your appropriate level of activity, please ask your nurse. If you need help getting out of bed, your nurse can help. Fall Prevention We are committed to providing a safe environment for our patients and we want to work with you to prevent falls. You may be weaker or feel more tired due to your illness. If you feel at risk for falls, always call one of your healthcare team members for help. If you need to use the restroom, call your nurse for assistance. Medicines may increase your risk of falls. Get up slowly from your bed or chair. You may get dizzy during your illness. Keep the things you need close by: phone, tissue, water or food. Do not reach for an object that fallen to
the floor. Answer the phone only if it is within reach. Report spills on the floor or hazardous conditions. Use handrails where available. If you have a wheelchair or walker, be sure to use it. Fire and Disaster Drills To ensure staff members are well trained in emergency situations, the hospital routinely conducts fire and community-wide disaster drills. You will be informed if we participate in a drill during your stay. You will not be expected to participate in the drill, nor will you have to leave your room. Should a real emergency occur, we have a disaster plan in place. Your nurse will give you specific instructions in the case of a real emergency. Pain Management We are committed to the management of your pain. We want you to be comfortable enough to participate in normal activities. Only you know how much pain you are in and only you know what you can tolerate. Please, communicate with your healthcare team about relieving your pain. During your hospital stay, you may be asked to rate your pain by either a numeric or visual pain scale. (See pain scales above.) Your pain rating will help guide your treatment and assess the effectiveness of your pain medication. Medications For your protection during your stay, all medications and supplements must be prescribed by your physician or healthcare provider and administered to you by a member of your healthcare team. It is our policy that medications be supplied by the hospital s harmacy. Your personal medications will be placed in the pharmacy for safekeeping, or a family member may take them home for you. Nurses and pharmacists are available to answer any questions you may have about your medications. Drug Interactions Food and drug consumption may cause internal interactions that reduce how well the drugs work or reduce the absorption of nutrients found in the foods. Vitamin, mineral and herbal supplements do not always work well with prescribed medications either. Take medications as directed by your doctor. Whenever you visit your doctor, bring in all of your medications, including any vitamin, mineral and herbal supplements, for the doctor to review. If you have questions about your medications and possible food/drug interactions, talk with your nurse. 6
Policies and Procedures Healthcare Information Portability and Accountability Act (HIPAA) As outlined in the Notice of Privacy Information Practices form that you received in your admission packet, it is the policy of Santiam Hospital staff to keep your health information confidential. Medical providers are required by law to protect the privacy of your personal health information. We also are required to notify you of our legal duties and privacy practices regarding your medical information, and abide by those practices described in your Privacy Practices form. You must provide permission before we may give medical information to your family or next of kin. Please discuss your wishes with your nurse. Smoking Policy Santiam Hospital supports and encourages a healthy and healing environment. To that end, we strive to be tobacco-free. Smoking is prohibited within the hospital and we are making great strides toward being an entirely tobacco-free campus. For information on our current smoking policy, please speak with your nurse. Protected Health Information Santiam Hospital is committed to protecting the privacy rights of our patients. When you are admitted to the hospital, you will be given a PIN number that will be on a card in your admission packet. You may give this PIN number to anyone you wish to obtain your medical information. For questions about this policy, please call Admissions at ext. 275. Hospital Badges All Santiam Hospital staff wear identification badges that include a photograph, name and job title. If someone you don t know enters your room and does not have a badge, let your nurse know right away. Identification Band An identification band has been placed around your wrist. When you receive this band, please ensure that your information is correct. Please leave this band on until you are discharged from the hospital. It allows staff to verify your name, medical record number and physician. The identification band is a patient-safety measure because it ensures that we are providing the right medication and treatments to the right patient. Identification Band for Baby A numbered identification band is placed on the baby s wrist at the time of birth. A bracelet with the same number is placed on the mother s wrist. If for any reason your baby has left your room and is being returned to you, the nurse will confirm that your baby s number and yours are identical. It is important not to remove these bracelets while you and your baby are in the hospital. Important Decisions Advance Directives and Physician Orders for Life-Sustaining Treatment If you have a serious health condition you need to make advance decisions about life sustaining treatment. Advance Directives are written instructions stating how you wish your medical decision be made if you are unable to make decisions for yourself. Often called a living will, advance directives allow patients to appoint a healthcare representative to make healthcare decisions on their behalf. 7
The Physician Orders for Life- Sustaining Treatment (POLST) form is used to give specific directions to your physician regarding how you want life support and tube feeding used if you are terminally ill. If you have an Advance Directive or POLST form, bring it with you.. A copy will be made for your records. If you do not have either of these forms and would like more information, contact the Social Services Department at ext. 247. Experts say that the organs from one donor can help as many as 50 people. Organ Donor Program Organ donation takes healthy organs and tissues from one person for transplantation into another. Organs you can donate include: Internal organs: Kidneys, heart, liver, pancreas, intestines, lungs Skin Bone and bone marrow Cornea Santiam Hospital is able to assist you in the process when the decision is made to donate organs of a loved one. Going Home Look through the room and make sure that all personal belongings have been gathered. Ask your nurse for your personal medications and valuables. Your nurse can call your family member to schedule your ride home.newborns and small children must be in car seats when going home from the hospital. Upon leaving the hospital, you will be given written discharge instructions specific to your illness or surgery. The instructions may include guidelines regarding your: Activity level Diet Medications Limitations Follow-up appointments Schedule for returning to work Social Services The Social Services Department can assist you with alternative placement, transportation needs, home health care, outpatient treatment, durable medical equipment and oxygen if needed. For more information, ask your nurse. Post-Hospital Care SHOTS (Santiam Hospital Outpatient Therapy Services) is our outpatient clinic. We provide ongoing therapies once you are released from the hospital, including: IV antibiotics Other IV therapies Wound care Anticoagulation And other therapies as needed Call 503.769.9307 for more information. Lifeline Lifeline is a 24-hour personal monitoring service that allows people to live independently and securely in their own homes. Lifeline is easy to use and ensures that help is available at any time with the press of a button. Ask your nurse for information on this service, or call Lifeline directly at 1.800.380.3111. Financial Information In keeping with our mission, Santiam Hospital is committed to providing healthcare for people regardless of their ability to pay. We recognize that medical bills are often unexpected and difficult to pay. Financial help is available for patients who are unable to pay for their healthcare services. Applicants must meet income eligibility and asset limitations. Individuals who meet the eligibility requirements and are unable to access other financial aid programs may be relieved of partial or entire hospital bill. For further information or financial assistance, contact our Business Office at ext. 231.
Reporting a Concern At Santiam Hospital, our goal is to provide the best patient care possible. If for any reason you believe we have failed in that effort, we encourage you to let us know. It is important that your concerns be brought to our attention so that we have the opportunity to make improvements. In most instances you may wish to discuss a problem directly with your nurse or another member of the healthcare team. A nursing shift supervisor is always available to discuss any concern with you during your hospital stay. You will also have the opportunity to express your thoughts on the patient survey form provided in each patient s admission packet. We always welcome your concerns or comments regarding the care you received in our clinical concerns you may have. Patient care concerns may be directed to Genny Baldwin at 503.769.9276. Call 503.769.9345 with any billing concerns. Your concerns may also be mailed to: Santiam Hospital 1401 North 10th Avenue Stayton, OR 97383 Someone will contact you either by phone or mail as soon as possible within five working days upon receiving your complaint. You will at the time be told the process and timeline for resolution of your specific concern. Things to ask the doctor:
At Santiam Hospital, We......Every Time, with Every Touch. 503.769.2175 Fax: 503.769.5877 1401 N 10th Ave Stayton, OR 9t7383 www.santiamhospital.org