Carilion New River Valley Medical Center Patient Guide

Patient Information CarilionClinic.org/CNRV

A Commitment to Excellence Our Mission: Improving the health of the communities we serve.

Our Vision: Carilion New River Valley Medical Center (CNRV) will become a leading community and regional hospital, performing at the highest levels nationally in all aspects of the patient’s experience.

Each day, nearly 1,000 people come to work at CNRV with this common mission and a commitment to excellence.

From physicians and nurses to maintenance and housekeeping personnel, everyone on the CNRV team is here to make your stay as comfortable as possible and we are working to get you home and back to your life as quickly as possible.

We place high regard on integrity and accountability and will act responsibly, ethically, and confidentially.

We stand by our pledge to make a difference in care through individualized treatment, loyalty, and compassion for all of our patients.

This guide is to help acquaint you with our hospital and some of our services. Remember, you are the center of your healthcare team and we are here for you. If you have any questions or needs, please ask your nurse or a staff member.

Š2012 Carilion Clinic Strategic Development J351 5/12/GG

To Our Patients

Welcome to Carilion New River Valley Medical Center (CNRV) We are committed to creating an environment that is compassionate and professional for all. Our mission is to care for our community, and our team appreciates the confidence you have placed in us to do just that.

At the top of a long list of excellent services and staff, we are most proud of the medical expertise assembled at CNRV to care for you. In our efforts to assist you throughout your stay, we welcome your feedback and questions. Our SpeakUP program, explained in these pages, encourages you to use your voice and tell us along the way how things are going.

To promote health and wellness, our campus, as well as other hospitals in the area, became smoke/tobacco-free in January 2010. This now includes vapor cigarettes.

We appreciate our guests and visitors continued support in helping us maintain a fresh air atmosphere across this campus.

For your convenience, our campus offers parking areas near every entrance. Take note of the entrance number nearest to where you parked. This will help you return to the correct exit. At our main entrance we offer a free valet service and our Guest Services team will help you in any way they can.

To orient you to these and many other services at CNRV, we have prepared this booklet and other materials. Should you have additional questions or needs, please feel free to ask any member of our staff or a volunteer.

We thank you for the privilege of serving you.

William “Bill� Flattery, CEO Carilion New River Valley Medical Center VP, Carilion Clinic Western Region

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About Carilion New River Valley Medical Center and Carilion Clinic A Reputation for Quality Care and Service CNRV is a leading healthcare provider in the New River Valley and our patients have confirmed that. We have been recognized nationally as a Consumer Choice Award winner by the National Research Corporation and The Birthplace, our family-centered maternity care unit, is also a repeat five-star Consumer Preference Award winner.

Unique in hospital design, the restful atmosphere and roomy layout helps make your stay comfortable. While it may seem more like a hotel, this is a modern hospital facility that includes advanced diagnostic and medical care, as well as a Level III Trauma Emergency Department with Life-Guard helicopter medical transport. Our Heart and Vascular Center brings together our cardiology and vascular teams to enhance the patient experience.

CNRV has continued to grow since 1999 when it moved from Radford Community Hospital to the convenient location near Interstate 81. We are a regional referral center for various healthcare issues, including surgical specialties, like orthopaedic spine care, vascular care and surgery, and bariatric weight loss surgery, among others. Also on site is a 36-bed, dedicated wing to Carilion Clinic Saint Albans Hospital for inpatient and outpatient psychiatry and behavioral medicine services.

In other locations on the CNRV campus are physician practices, featuring more than 25 specialties. Services include a full array of women’s obstetrics and gynecological care, cardiac care, and rehabilitation for adults and children; vascular diagnostics and surgical services; advanced imaging and radiology; orthopaedic surgery; diagnostic sleep center; respiratory therapy; cardiopulmonary rehabilitation; and a full complement of physical rehabilitation therapies and wound care.

As part of Carilion Clinic, we also offer our patients seamless access to even higher levels of care just 40 minutes from our community.

Medical specialties that rival other major health centers include cardiac surgical services showcasing robotic heart surgery; pediatric and neonatal care at Carilion Clinic Children’s Hospital; and cancer treatments and Cyberknife cancer surgery at the Carilion Clinic Cancer Center in Roanoke, Va.

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Table of Contents Patient Information Pass code ____________________

Patient Services and Helpful Information..... 4

Carilion Clinic Pharmacy at CNRV.................. 10

Accommodations............................................. 4

Access Your Medical Records Online with

Admissions and Planning for Discharge......... 4

MyChart........................................................ 11

What to Bring/What to Leave at Home......... 4

To Call for Medical Help.................................. 12

Identification Bracelet..................................... 5

Patient Care Partnership................................. 12

Pass Code.......................................................... 5

Understanding Expectations, Rights, and

Hospitalist and Nursing Care at CNRV ......... 5

Responsibilities........................................... 12

Palliative Care................................................... 5

Patient Rights................................................... 12

Social Work Services........................................ 5

Patient Responsibilities................................... 13

Patient Safety................................................... 5

Advance Directives........................................... 13

Fall Concerns.................................................... 6

It’s OK to Ask/Hand Washing......................... 14

Room and Fall Safety....................................... 6

Help With Your Bill and How to File

Medication Safety............................................ 6

Insurance Claims......................................... 15

Electronics........................................................ 6

Privacy and Information Security (HIPAA).... 15

No Smoking or Tobacco Use........................... 7

SpeakUP: Help Prevent Errors in

Patient Meals and Dietary Plans..................... 7

Your Care.................................................... 16

Phoning From Your Room or the Hospital.... 7

Voicing Your Concerns.................................... 15

Outside Telephone Calls.................................. 7

Help Prevent Errors in Your Care................... 16

Television, Newspapers, and Internet Access

Help Avoid Mistakes in Your Surgery............. 18

(Wi-Fi).......................................................... 7

Your Admission For Services .......................... 19

Spiritual Care/Chaplain Services and Chapel. 8

Commonly Asked Questions........................... 20

Visiting Hours.................................................. 8

Insurance Billing Questions............................ 20

Wayfinding....................................................... 8

Payment Policy................................................. 20

Parking.............................................................. 9

Billing................................................................ 21

Valet Parking and Guest Services................... 9

Medical Information ....................................... 21

Shop at the Gift Corner................................... 9

Notes:................................................................ 22

Great Grounds Coffee...................................... 9

Financial Needs Assessment

Mail and Flowers.............................................. 9

Questionnaire............................................. 23

Volunteering at CNRV..................................... 10

Carilion Financial Assistance Policy............... 24

Cafeteria and Vending Machines.................... 10

Resources to Keep You Healthy...................... 25

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Patient Services and Helpful Information Accommodations For your stay, we have tried to provide you with a room that is as comfortable as possible. Your hospital room assignment at CNRV is based on your condition and bed availability at the time of your arrival.

Each hospital bed is equipped with a control unit and side rails. Your bed mattress can be repositioned for your comfort. The rails on your bed should be up for your safety when you are in the bed and should be lowered by someone other than you, so please call for assistance.

The control unit is also a call/intercom system to the nursing staff as well as the remote for the television. If you should need to speak with your nurse at any time, please use this two-way intercom.

Admissions and Planning for Discharge We appreciate your help in completing your admission information. Not only is this form a vital part of our medical records, but it is required under Virginia law. All admission information will be kept confidential.

The admitting offices may also ask you to sign other necessary forms and will discuss financial arrangements for any balance that is not covered by insurance. Deductible payments, which are not covered by insurance, are expected at the time of admission. You can see more about insurance and payment information on page 19.

We do request an admission deposit for all patients without insurance. In some cases, the admitting office may refer you to our social services group for possible financial assistance.

Effective discharge planning is as important as the admission process. Your continued recuperation and continuity of healthcare services depend on it.

As you prepare to leave our facility, your hospitalist or physician will help coordinate your discharge. The nursing staff will explain your discharge orders and your social worker or case manager will assist you and your family in making arrangements for continued care outside of the hospital, if needed. These services may include assistance with nursing home or adult home placement, home health and hospice care, transportation, any necessary home equipment needs or services, and referrals to community resources.

For your safety, please remember not to leave the hospital without someone from our staff assisting you.

What to Bring and What to Leave at Home For your comfort, please bring only the essential personal items such as pajamas or a nightgown, bathrobe, slippers, personal toiletries, and reading material. Please leave jewelry and other valuable items at home. If you wear contact lenses, dentures, removable bridges, or a prosthetic device tell your nurse during your admission. If you do have a valuable with you when you are admitted, it can be recorded and secured by the nursing staff at your request.

Please bring your living will or advance directive and your power of attorney, if applicable. We will also need a list of all the medications you are currently taking. This includes over-the-counter medicines and dietary supplements, too. Also bring the names and telephone numbers of family members and friends who are your emergency contacts, in case we need to get in touch with them.

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Identification Bracelet When you are admitted, you will be given a wristband listing your name, birth date, and a bar code. This band helps ensure proper identification for medications and procedures during your stay and must be worn at all times.

Pass Code At CNRV, a pass code, or number, is assigned to each overnight patient when admitted. This is for the patient’s protection. Any information regarding the patient’s medical status will only be shared with persons who can provide the correct pass code. It is up to each patient or their immediate family to share this code.

This number will be written at the top of the table of contents page in this guide.

Ask your nurse to go over this program if you need further explanation.

Hospitalist and Nursing Care at CNRV During your hospital stay in the medical units, you may be seen by a physician called a hospitalist. Hospitalists are doctors who work only in the hospital, specializing in the care of acutely sick patients. These doctors do not have outpatient medical practices, like your primary care physician (PCP). This allows the patient to have a doctor on call throughout the day and night.

Our hospitalists work with every specialist and clinical department in the hospital, which enables them to consult more closely with the other professionals who may be participating in your care team. Consults with outside specialists are necessary in some cases and you can take comfort in knowing our hospitalists will arrange for these, too. Also note, once you are discharged, you will return to the care of your PCP. Please be sure to notify your hospitalist if you have been under the care of a doctor(s) other than your PCP, so they can be informed of your hospital stay as well.

Our nursing staff provides 24-hour care during your stay and includes professional registered nurses, licensed practical nurses, and nursing assistants. A unit director or manager is responsible for coordinating care on each unit. Please feel welcome to talk with any of our staff if you have questions or concerns.

Palliative Care We have a palliative care team at CNRV that helps our sickest patients manage the final course of their diseases. Patients and family members may want to ask how this service can help improve the quality of life for patients with advanced illnesses. We also have hospice services that work with families to care for loved ones at home. Information on this service is available through our social work team.

Social Work Services Our social work services staff can help you, your physician, and your family with problems that often accompany illness, such as finding a nursing home, planning for home care, or locating equipment and other community resources. These services accept referrals from physicians, nursing staff, patients, families, and agencies.

Patient Safety We are committed to doing everything possible to keep you safe and secure during your stay. The most important thing is for you to tell us if something is bothering you or causing you concern. All hospital employees wear badges, and should be easily identifiable.

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Here are some patient safety steps: While you were getting settled in your room, your nurse asked lots of questions. The answers you gave will tell us if you need special help to keep you from falling while you are with us. A yellow wrist band put on your wrist shows that you need special help to keep you from falling.

Fall Concerns: The No. 1 reason patients get hurt in the hospital is because they fall. Here are some reasons to be cautious while you are in the hospital: »» You may be weak from being sick to your stomach or having diarrhea. »» You may feel dizzy or faint. »» You might have hurt your arms or legs. »» You might need to use a walker, cane, crutches, or a wheelchair to get around. »» You may have to go to the bathroom right away or more often than you usually do. »» You may get confused or not know where you are. »» You may have already fallen before you checked into this room. »» You may be taking medicines that make falling a bigger danger to you.

-- Medicines for pain -- Medicines to help you sleep -- Medicines to keep you calm -- Medicines for high blood pressure -- Eye medicines that can cause your sight to be blurry Room and Fall Safety: »» A nurse call system is located on the controls at your bedside for easy access. Please use the call system for assistance or if you need anything. »» Side rails are there to assist you with mobility and positioning. If you need them adjusted, please let your nurse know so they can assist you. »» Tell our staff right away if any equipment in your room isn’t working properly. »» Ask for help to get in and out of your wheelchair. Don’t try to get in or out of a wheelchair by yourself. »» Ask for help to go to the bathroom. Don’t try to get up without help. The bathroom contains an emergency cord if you need assistance. »» Always ask for help if you need any assistance. »» You and your family can help us keep you safe. Always call a nurse for help when you need to get out of bed, for any reason. »» Always wear non-skip slippers or non-slip socks when you get out of bed. If you do not have any, please ask your nurse for a pair. »» Make sure your nurse knows about any medicines you are taking that you brought from home.

Medication Safety: »» Nurses giving medications will check your ID bracelet with a scanner. Do not let anyone give you medications if they have not checked your hospital ID bracelet or have not asked your name and birth date.

They must check every time for every medication round. »» Ask questions about the medicines you are getting: What are they for? How should this make me feel? »» At discharge, ask your doctor or nurse to explain the treatment plan. Make sure that these prescriptions interact well with any other medicines you may take daily, weekly, or monthly. Discuss and understand the plan.

Electronics: »» Electronic devices can interfere with medical equipment. For this reason, personal radios, televisions, computer games, mobile phones, and non-essential grooming items may not be allowed in patient rooms.

Please discuss this with your nurse. However, personal cell phones may be used in the main lobby, all waiting areas, and outside.

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No Smoking or Tobacco Use: »» CNRV is a smoke-free/tobacco-free facility. Smoking is not allowed in the building or on the hospital property. This policy includes smokeless electronic and vapor cigarettes.

We may have a fire or disaster drill while you are in the hospital. The drills are required by law and are designed to prepare our staff in the event of a real disaster. You are not required to participate in these periodic drills.

Instead we ask that you and your visitors remain in your room.

Patient Meals and Dietary Plans Your doctor, in consultation with a registered dietitian, will determine the diet that is best suited to your medical and personal nutritional needs. A food representative will bring you a menu so you can make your meal selections from the menu that reflects the diet that has been specially ordered for you, such as low sodium or diabetic diet.

Phoning From Your Room or From Within the Hospital A phone is provided for you in your room. If you need to make a local call, dial “9” for an outside line, then dial the number you wish to call. For long distance calls, you will need to have a calling card or call collect. For assistance in making these types of calls, dial “0” to reach the hospital operator. Phone lines for outgoing calls are available from patient rooms at all times.

Outside Telephone Calls We offer a direct phone number to your room for your friends and family to use. If it is not noted on your telephone, please ask your nurse for your direct number. The main telephone number to CNRV is 540-731-2000.

Please remember, calls to the patient after 10 p.m. or before 7 a.m., may disturb patient rest even when dialing the patient’s room directly. A patient can phone out at anytime of the day or night.

Television, Newspapers, and Internet Access (Wi-Fi) Each patient room is equipped with a color, flat-screen television with local and cable stations. Below are network television stations available and the channels where they can be located. A complete listing should also be available at your bedside.

TV Channel Station

3 4 8 13

Programming

WDBJ CBS ROANOKE WSLS NBC ROANOKE FOX 21/27 FOX ROANOKE WSET ABC LYNCHBURG

Newspapers Newspaper vending is available at the CNRV front entrance. Local, regional (Roanoke Times), and national choices are available.

Internet Access (Wi-Fi) Wireless Internet service (non-secured) is available on campus. Check with your nurse to determine if computer use in your patient room is allowed. If you have trouble getting online, you may ask your nurse for a tech support contact.

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Spiritual Care and Chaplain Services and Chapel We understand the important role spirituality plays in the healing process and encourage you to speak with your spiritual leader during your hospital stay or talk with one of our hospital chaplains. Our chaplains can:

»» »» »» »» »»

Help you deal with your fears about your medical condition and treatment.

Pray with you about your illness or surgery.

Provide you with spiritual resources including devotional literature.

Listen compassionately and help you find your own answers to your needs.

Help you and your family understand difficult language and issues such as living wills, life support, organ donations, and ethical issues. »» Enable you to deal with grief and loss.

Chaplains are on-call 24 hours, seven days a week. The chaplain program is led by The Rev. Jonathan Webster, a board certified chaplain who has been with the hospital since 1994. Thirty volunteer chaplains work with Rev. Webster to provide support to our patients and their families anytime they need it. To contact this service call 540-731-2556. For urgent situations you may contact the hospital operator at 540-731-2000; they will page the chaplain on call.

Guests and visitors may also find solace and comfort in the hospital Chapel, which is located near the atrium stairway behind the stained glass window and door. It is always open for prayer and meditation. The Chapel holds eight to 10 people comfortably.

Visiting Hours Rest is an extremely important part of the recovery process. It’s important to remember this when visiting medical and surgical patients. It is best for visitors to arrive after 9 a.m. or before 8 p.m., and to stay less than 30 minutes at a time. The number of visitors in the room at any one time should be two or three. Specific guidelines for visiting intensive care patients are posted near the Intensive Care Unit. A visitors’ waiting room is provided for family and friends between the Progressive and Critical Care Units.

While visitation of patients is encouraged, family and visitors should be aware of the hospitalized patient’s susceptibility to infection and refrain from visiting if they have a communicable disease like flu or strep throat.

Symptoms such as rash, fever, productive cough, nausea, vomiting, and diarrhea are indications of a potentially infectious process and visitors with these symptoms should not visit the patient.

Overnight visitors need to check with the nursing staff when the patient is in a semi-private room.

In semi-private rooms, no family member/sitter of the opposite sex or children under the age of 18 may stay overnight. A member of the same sex may stay overnight if acceptable with the patient’s roommate and unit charge nurse. Only one family member/sitter will be allowed to stay overnight with the patient at one time. If the patient is on isolation precautions, please limit visitation to immediate family only and follow all applicable precautions, with special emphasis on hand washing.

Wayfinding A wayfinder layout of the Medical Center can be found at each entrance as well as walking maps. These are for visitors to take with them to help navigate the hospital corridors. The back side of the walking map includes a parking lot indicator and an area map of the New River Valley. Overhead, directional signage in the hallways corresponds to the color coding on your map.

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In the main lobby is the Guest Services desk. If you need assistance during weekday business hours, please ask a staff member or any volunteer or staff member you see. We are happy to help you find your destination.

Patient room number information can be requested through the volunteers at the round desk in the main lobby or you can be connected by calling the operator at 540-731-2000. In both cases, you must have a patient’s first and last name.

Parking Patients and visitors should park in designated areas and enter through doors closest to the service they are using. After 9 p.m., the Emergency Department entrance is the only door open. The circle driveways near entrance areas are only for patient drop-offs. Please remember, do not leave a vehicle there unattended.

Expectant moms who will be having their babies at CNRV receive special decals and designated parking near The Birthplace entrance.

Valet Parking and Guest Services CNRV offers free valet parking Monday through Friday, from 8 a.m. to 3 p.m., except on major holidays. The valet attendants are located in the valet office at CNRV’s main entrance number 1. Our staff will park your car and retrieve it for you during these times at no charge. If you stay past 3 p.m., our Guest Services front desk staff or security officers will be glad to assist you in retrieving your vehicle. Stop by the Guest Services front desk for assistance.

Our free shuttle service operates Monday through Friday, from 9 a.m. to 3 p.m. This valuable service helps patients and visitors get to their desired hospital entrances. Should you need shuttle service, please call 540-7312560 (Guest Services front desk) or 540-731-2911 (security) and the shuttle will pick you up and drop you off at your destination.

Shop at the Gift Corner The Gift Corner offers unique gifts, jewelry, home decorating collections, baby items, purses, flowers, books, magazines, snacks, drinks, and more. It is open Monday through Friday from 9 a.m. to 6 p.m. and is located in the main lobby of CNRV. Cash and major credit cards are accepted. We will accept telephone orders for flowers, cards, and gifts and we deliver throughout the hospital. For more information, please call 540-731-2427 during business hours.

Great Grounds Coffee Shop Stop by our Great Grounds Coffee Shop located in the main lobby from 7:30 to 11:00 a.m. Coffee is freshly ground from Mill Mountain Coffee Shop and comes in regular and large sizes with a variety of flavored syrups available. The shop also offers hot chocolate, tea, and cider, as well as blueberry, banana, and chocolate muffins.

Make yourself at home at the café and relax.

Mail and Flowers Mail or flowers addressed to your name will be delivered to your room during your stay. Your address at the hospital is: Your First and Last Name Carilion New River Valley Medical Center P.O. Box 5 Radford, VA 24143 Our Guest Services staff and volunteers deliver mail and flowers.

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Volunteering at CNRV Our volunteers: »» Greet guests in the main lobby, surgical waiting room, and throughout the facility »» Provide wayfinding information and escort our guests to their destinations »» Provide an environment for healing through the Harmony on the Hill music program »» Deliver mail, flowers, newspapers, and packages »» Chaplain volunteers visit with guests »» Prepare and serve coffee at our Great Grounds Coffee Shop »» Assist office/unit staff as needed »» Assist in the gift shop If you have special skills or interests or simply wish to donate your time to volunteering, please contact the Guest and Volunteer Services manager at 540-731-2428. You can make a difference in someone else’s life!

Cafeteria and Vending Machines The Meadow View Cafe is located on the ground floor of the medical center. The main lobby staircase and main lobby elevators near the staircase lead to the open air dining room. The 50 foot glass atrium looks onto a patio, gazebo, goldfish pond and views of the surrounding countryside. In the café, New River Innovations serves breakfast items such as omelets and other traditional breakfast foods, as well as hamburgers, hot dogs, and fries for lunch. The Blue Ridge Market offers made-to-order deli sandwiches and a salad bar with a variety of lettuce and vegetable options, toppings, and dressings. Deserts, drinks, and ready-to-go items are also available. Many choices are under $5.

Hours of operation Monday - Friday: Saturday and Sunday: »» Breakfast 6:30 – 10:30 a.m. »» Breakfast 7 - 10:30 a.m. »» Lunch 10:30 a.m. - 3 p.m. »» Lunch 10:30 a.m. - 3 p.m. »» Dinner 3 – 6 p.m. »» Dinner 3 – 5:30 p.m.

Seating is available inside and outside around the pond. We accept cash or credit cards for food purchases. There is an ATM machine located in the main lobby area near the volunteer desk.

Carilion Clinic Pharmacy at CNRV In the main lobby of CNRV is a full-service pharmacy that has served our community for many years. One of four retail pharmacies run by Carilion Clinic, the pharmacy at CNRV offers patients convenience and safety. The other three outlets are in Roanoke and all are Good Neighbor Pharmacy members. We welcome the opportunity to serve you.

If you would like your prescription(s) filled and waiting for you at discharge, please have the prescription sent to the pharmacy at CNRV and we will get it ready for you. Have your nurse fax your prescription to 540-639-0151 or they can send it electronically through E-Prescribe.

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The Carilion Clinic Pharmacy offers the following: »» Prompt and accurate services »» Knowledgeable infusion services »» Accepts most third party insurance plans »» Competitive pricing for non-insurance covered prescriptions »» State-of-the-art drug interaction monitoring and drug information »» A 24-hour interactive voice response system for fast and easy refills »» Frequent prescriptions purchase card ($6 off purchase with 10 stamps) »» A $4 and $10 generic program for participating insurance companies

Pharmacy Hours at CNRV: Monday - Friday, 9 a.m. - 5:30 p.m.

Saturday, 9 a.m. - noon Closed Sundays and holidays.

Phone: 540-639-1647

Fax: 540-639-0151

Access Your Medical Records Online with MyChart Carilion Clinic offers MyChart, a secure, online healthcare management tool. MyChart gives you direct online access to portions of your electronic medical record where your doctor stores your health, medication and immunization information.

MyChart also provides new, convenient methods of communicating with your doctor’s office. Renew prescriptions, send messages and request appointments – all online.

Your information will be safe from unauthorized access because MyChart is password-protected and delivered through an encrypted connection.

Features MyChart not only provides secure, 24/7 access to your health records, but also allows you to: View your medical information online: »» Review your medications, immunizations, allergies, and medical history »» Receive test results online – no waiting for a phone call or letter »» Review health education topics and discharge instructions provided by your doctor »» Download your MyChart medical record and take it with you Stay in touch with your physician: »» Communicating with your physician is as simple as sending an email – but more secure »» Request renewals of your medications online Manage your appointments »» Request your next appointment online »» View details of your past and upcoming appointments »» View your inpatient hospital visits Other features: »» Request access to a loved one’s medical record »» The MyChart mobile app is now available for iPhone, iPad, and Android devices *Some of these features may not be available depending on which provider you have seen.

Activation You will receive instructions on how to activate MyChart upon discharge as part of your after visit survey. Create a MyChart ID and password that will be easy for you to remember.

Help If you need help at any time, please click the “Need Help” link on the MyChart login page.

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To Call for Medical Help Call 32299 from any hospital phone in the event that:

»» There is a noted change in the patient’s condition that is not being recognized by the medical caregivers »» The patient is not receiving medical attention deemed appropriate by you or your family A clinical associate will ask you to identify yourself, the room number, the patient’s name, and the patient concern. The associate will immediately activate a rapid response and a medical team will be alerted to come to your room to assess the situation.

Patient Care Partnerships Understanding Expectations, Rights, and Responsibilities Carilion Clinic is committed to providing an environment that fosters quality healthcare for its patients, as described below. Employees are expected to assist patients in understanding and exercising their rights. Likewise, patients are expected to understand their responsibilities to their caregivers and other individuals attempting to provide services to them.

Our entire staff serves the community in all their ethnic, religious, and economic diversity. Our goal is for you, and your family, to have the same care and attention we would want for our families and ourselves. The following sections explain some of the basics about how you can expect to be treated during your hospital stay. They also cover what we will need from you to care for you better. If you have questions at any time, please ask them.

Unasked or unanswered questions can add to the stress of being in the hospital. Your comfort and confidence in your care are very important to us.

Patient Rights

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We are dedicated to giving you the best healthcare and service possible.

As a patient here, you may expect to receive considerate and respectful care. We will honor your rights to be informed and to be involved in making decisions about your care. You have the following rights as a competent adult patient: »» You have the right to know about your illness and proposed treatment and to participate in the development of your plan of care. Information will be given to you by your doctors and other members of your healthcare team in language you can understand. »» You have the right to make decisions about your care, including the right to know why you need an operation or treatment and who will perform that operation or treatment. This includes the right to refuse care or treatment and to know what may happen if you do not have this care or treatment. »» You have the right to make an advance directive about your healthcare treatment preferences and to have hospital staff comply with that directive. »» You have the right to access all information contained in your medical record within a reasonable amount of time (usually 15 days). This includes the right to know the name of the doctor who is in charge of your care and the names of all other health system staff taking care of you. »» You have the right to have the presence of a support person, such as a family member, close friend, or loved one. The presence of that support person may be limited if it infringes on others’ rights, raises safety concerns, or is not medically indicated. You have the right to have your support person and your own physician notified promptly of your admission to the hospital. »» You have the right to receive treatment in a safe, abuse-free environment without discrimination as to age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression, or source of payment.

»» You have the right to personal privacy while in the hospital and to have all information about your illness and care treated as confidential.

»» You have the right to be free from restraints or seclusion of any form that are not medically indicated. »» You have the right to receive appropriate assessment and management of pain. »» You have the right to agree or refuse to take part in any study or experiment related to your care or treat»» »» »» »» »»

ment.

You have the right to take part in resolving ethical issues or conflicts that arise during the course of your care.

You have the right not to be transferred to another facility unless you are given a complete explanation of the transfer, informed of alternatives to the transfer and consent to the transfer.

You have the right to review your bills and have any questions you have about them answered.

You have the right to discuss your concerns or file a complaint with the hospital regarding your experience as a patient here, and to receive a response in a timely manner. You also have the right to an internal appeal to any response that you receive and a right to file a complaint with an external agency.

You have the right to know your rights and responsibilities before treatment, if possible.

Patient Responsibilities In order to receive optimal care, you and your family are responsible for: »» Providing accurate information about your present illness and past medical history and wishes for your medical care. »» Seeking clarification when necessary to fully understand your health problems and the proposed plan of care. »» Following through on your agreed plan of care. »» Considering and respecting the rights of others, including their personal privacy. »» Being courteous. »» Providing accurate information for insurance claims and working with Carilion Clinic to make payment arrangements when necessary, so that others can benefit from the services provided here. »» Following visitation policies of the hospital. »» Following the rules and regulations of Carilion Clinic and of the Commonwealth of Virginia which forbid:

- Engaging in verbal or physical abuse.

- Using alcohol or illegal substances.

- Carrying weapons of any kind.

Advance Directives Many people worry about what would happen if, due to physical or mental problems, they are unable to understand the possible outcomes of a proposed healthcare decision and cannot tell their doctor whether they want or don’t want recommended healthcare. Under a Virginia law called the Health Care Decisions Act, if you are an adult you may sign a document that makes your choices about healthcare known to your doctor and family in advance. In that document, you also can name someone you trust to make these decisions for you if you become unable to express your wishes yourself. This document is known as an “advance directive.”

As a patient at Carilion Clinic hospitals, you have the following rights under Virginia law: »» To make decisions about your medical treatment »» To accept or refuse care or stop treatment »» To have an advance directive Our written policies implementing these rights include the following: »» During your admission to the hospital you will be asked if you have an advance directive. »» If you have an advance directive, we will place it in your medical record and take all appropriate steps under Virginia law to follow your wishes.

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»» If you do not have an advance directive, you will be asked if you would like more information. If you do, we »» »» »» »»

will discuss advance directives with you and provide additional written information and sample forms. We will also discuss the hospital’s procedures if you decide not to have an advance directive.

If you are unable to make treatment decisions due to your condition, we will contact your representative named in your advance directive. Otherwise, we will contact the appropriate person under Virginia law (usually your guardian or a family member).

If you decide to revoke your advance directive, notify nursing or other hospital personnel immediately.

If it is your wish to be an organ donor, Virginia law now allows you to name a person under a durable power of attorney for healthcare who can authorize organ donations or anatomical gifts on your behalf after your death.

You will not be discriminated against, with respect to care or otherwise, based on whether you have an advance directive.

If you have any questions or would like more information, please contact your social worker or nurse.

If you wish to file a complaint regarding the advance directive requirements, you should contact:

Department of Health Office of Licensure and Certification 9960 Mayland Drive, Suite 401 Richmond, VA 23231 800-955 -1819

IT’s ok to ask/Hand WASHING Proper hand hygiene – it’s everyone’s responsibility.

“It’s OK to Ask” is an education program intended to help you become an active and informed member of your family’s healthcare team by teaching you how proper hand hygiene (the cleaning of hands) can protect you from the germs that cause infections.

Here are a few reasons why hand hygiene is so important to your care: »» Germs are everywhere. »» Sick people get infections easier. »» Infections can keep patients in the hospital longer. »» Even healthy people can spread germs. »» Good hand hygiene is a healthy habit.

Both soap and water and waterless alcohol hand rubs are extremely effective at reducing the number of germs present on the skin.

Washing with an alcohol hand rub should be done by everyone: »» When entering your room or before touching or administering care to you or your loved one. »» Upon leaving your room, if they have touched you or any object in the room.

In addition, soap and water may be used: »» When hands are visibly dirty. »» When hands are soiled with blood or other bodily fluids. »» After visiting a restroom. »» Before and after eating.

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Three-step waterless procedure 1. Apply one pump alcohol hand rub or foam.

2. Spread hand rub or foam thoroughly over hands.

3. Rub hands together until dry.

Proper hand washing procedure 1. Wet hands with water.

2. Apply one pump of soap.

3. Lather and wash for at least 15 seconds.

4. Rinse both sides of hands with water.

5. Dry hands and shut faucet off with towel.

Everyone caring for you should clean their hands. If you do not see the doctor, nurse, or other healthcare providers clean their hands with soap and water or use a waterless alcohol hand rub when entering your room to provide care, remember… It’s OK to ask!

Be an active participant in the hand hygiene process. It only takes a few simple words to help encourage this healthy habit: “Excuse me, did you clean your hands?” -or- “I saw that you cleaned your hands – thank you!”

Practicing good hand hygiene is the single most important thing you can do to stop the spread of infection. It’s a healthy habit for anyone, whether you are in the hospital, at work, or at home.

And remember, it’s OK to ask someone to clean their hands… your health may just depend on it.

Help With Your Bill and Filing Insurance Claims Our staff will file claims for you with healthcare insurers or other programs such as Medicare and Medicaid.

They also will help your doctor with needed documentation. Hospital bills and insurance coverage are often confusing. If you have questions please contact Billing Customer Service or our business office at 540-224-5900 or 866-720-3742. If you need help understanding your insurance coverage or health plan, start with your insurance company or health benefits manager. If you do not have health coverage, we will try to help you and your family find financial help or make other arrangements. We need your help with collecting needed information and other requirements to obtain coverage or assistance.

Privacy and Information Security (HIPAA) In 1996, the Health Insurance Portability and Accountability Act (HIPAA) was endorsed by the U.S. Congress.

The HIPAA Privacy Rule, also called the Standards for Privacy of Individually Identifiable Health Information, provided the first nationally recognizable regulations for the use and disclosure of an individual’s health information. Essentially, the Privacy Rule defines how providers such as Carilion can use and disclosure your health information. If you have questions about how your health information is or will be used, please ask your social worker/case manager or nurse.

Voicing Your Concerns We are always interested in improving. If you have concerns about patient care and safety, ask for the clinical team leader, manager or director on your unit. If you still have concerns that were not addressed, you or your representative are encouraged to contact the hospital’s patient advocate staff. Ask your nurse or the hospital operator to call the administrative patient advocate for you. If you have questions, comments, or concerns about your care or safety, please contact our operator at 540-731-2000. If you have still have questions about patient rights or responsibilities, quality of care, coverage decisions, or premature discharges, you may also notify:

Virginia Department of Health Customizable Healthcare The Joint Commission Department of Health and Human Office of Licensure and Certification Management) One Renaissance Boulevard Services 9960 Mayland Drive, Suite 401 5201 W. Kennedy Blvd., Suite 900 Oakbrook Terrace, IL 60181 Centers for Medicare & Medicaid Richmond, VA 23233 Tampa, FL 33609 630-792-5000 Services 800-955-1819 Toll-free phone: 844-455-8708 800-994-6610 800-633-4227 Fax: 844-834-7129 complaint@jointcommission.org 15 KePRO (Comprehensive and www.kepro.com

Carilion hospitals are accredited by several agencies, including The Joint Commission, whose mission is to continuously foster and improve the safety and quality of care provided to the public through the organizations that seek its accreditation. If issues cannot be resolved by the hospital, you may also contact the Joint Commission’s Office of Quality Monitoring. You may report any concerns or register complaints about a Joint Commission accredited healthcare organization by calling 800-994-6610 or emailing complaint@jointcommission.org.

SpeakUP

TM

To prevent healthcare errors, patients are urged to... “SpeakUP™”.

Help Prevent Errors in Your Care

Speak up if you have questions or concerns. If you still don’t understand, ask again. It’s your body and you have a right to know.

»» Your health is very important. Do not worry about being embarrassed if you don’t understand something

that your doctor, nurse, or other healthcare professional tells you. If you don’t understand because you speak another language, ask for someone who speaks your language. You have the right to get free help from someone who speaks your language. »» Don’t be afraid to ask about safety. If you’re having surgery, ask the doctor to mark the area that is to be operated on. »» Don’t be afraid to tell the nurse or the doctor if you think you are about to get the wrong medicine. »» Don’t be afraid to tell a healthcare professional if you think he or she has confused you with another patient.

Pay attention to the care you get. Always make sure you’re getting the right treatments and medicines by the right healthcare professionals. Don’t assume anything.

»» Tell your nurse or doctor if something doesn’t seem right. »» Expect healthcare workers to introduce themselves. Look for their identification (ID) badges. A new mother should know the person who she hands her baby to. If you don’t know who the person is, ask for their ID.

»» Notice whether your caregivers have washed their hands. Hand washing is the most important way to prevent infections. Don’t be afraid to remind a doctor or nurse to do this.

»» Know what time of the day you normally get medicine. If you don’t get it, tell your nurse or doctor. »» Make sure your nurse or doctor checks your ID. Make sure he or she checks your wristband and asks your name before he or she gives you your medicine or treatment.

Educate yourself about your illness. Learn about the medical tests you get and your treatment plan.

»» Ask your doctor about the special training and experience that qualifies him or her to treat your illness. »» Look for information about your condition. Good places to get that information are from your doctor, your library, respected websites, and support groups.

»» Write down important facts your doctor tells you. Ask your doctor if he or she has any written information you can keep.

»» Read all medical forms and make sure you understand them before you sign anything. If you don’t understand, ask your doctor or nurse to explain them.

»» Make sure you know how to work any equipment that is being used in your care. If you use oxygen at home, do not smoke or let anyone smoke near you.

Ask a trusted family member or friend to be your advocate (advisor or supporter).

»» Your advocate can ask questions that you may not think about when you are stressed. »» Ask this person to stay with you, even overnight, when you are hospitalized. You will be able to rest better.

Your advocate can help make sure you get the right medicines and treatments.

»» Your advocate can also help remember answers to questions you have asked. He or she can speak up for you 16

when you cannot speak up for yourself.

»» Make sure this person understands the kind of care you want. Make sure he or she knows what you want done about life support and other life-saving efforts if you are unconscious and not likely to get better.

»» Go over the consents for treatment with your advocate before you sign them. Make sure you both understand exactly what you are about to agree to.

»» Make sure your advocate understands the type of care you will need when you get home. Your advocate

should know what to look for if your condition is getting worse. He or she should also know who to call for help.

Know what medicines you take and why you take them. Medicine errors are the most common healthcare mistakes.

»» Ask about why you should take the medication. Ask for written information about it, including its brand »» »» »» »» »» »»

and generic names. Also ask about the side effects of all medicines.

If you do not recognize a medicine, double-check that it is for you. Ask about medicines that you are to take by mouth before you swallow them. Read the contents of the bags of intravenous (IV) fluids. If you’re not well enough to do this, ask your advocate to do it.

If you are given an IV, ask the nurse how long it should take for the liquid to run out. Tell the nurse if it doesn’t seem to be dripping right (too fast or too slow).

Whenever you get a new medicine, tell your doctors and nurses about allergies you have, or negative reactions you have had to other medicines.

If you are taking a lot of medicines, be sure to ask your doctor or pharmacist if it is safe to take those medicines together. Do the same thing with vitamins, herbs, and over-the-counter drugs.

Make sure you can read the handwriting on prescriptions written by your doctor. If you can’t read it, the pharmacist may not be able to either. Ask somebody at the doctor’s office to print the prescription, if necessary.

Carry an up-to-date list of the medicines you are taking in your purse or wallet. Write down how much you take and when you take it. Go over the list with your doctor and other caregivers.

Use a hospital, clinic, surgery center, or other type of healthcare organization that has been carefully checked out. For example, The Joint Commission visits hospitals to see if they are meeting The Joint Commission’s quality standards.

»» Ask about the healthcare organization’s experience in taking care of people with your type of illness. How

often do they perform the procedure you need? What special care do they provide to help patients get well?

»» If you have more than one hospital to choose from, ask your doctor which one has the best care for your

condition. »» Before you leave the hospital or other facility, ask about follow-up care and make sure that you understand all of the instructions. »» Visit qualitycheck.org to find out whether your hospital or other healthcare organization is “accredited.”

Accredited means that the hospital or healthcare organization works by rules that make sure that patient safety and quality standards are followed.

Participate in all decisions about your treatment. You are the center of the healthcare team.

»» You and your doctor should agree on exactly what will be done during each step of your care. »» Know who will be taking care of you. Know how long the treatment will last. Know how you should feel. »» Understand that more tests or medications may not always be better for you. Ask your doctor how a new test or medication will help.

»» Keep copies of your medical records from previous hospital stays and share them with your healthcare team.

This will give them better information about your health history. »» Don’t be afraid to ask for a second opinion. If you are unsure about the best treatment for your illness, talk with one or two additional doctors. The more information you have about all the kinds of treatment available to you, the better you will feel about the decisions made. »» Ask to speak with others who have had the same treatment or operation you may have to have. They 17

may help you prepare for the days and weeks ahead. They may be able to tell you what to expect and what worked best for them. »» Talk to your doctor and your family about your wishes regarding resuscitation and other life-saving actions.

Help Avoid Mistakes in Your Surgery Mistakes can happen during surgery. Surgeons can do the wrong surgery. They can operate on the wrong part of your body. Or they can operate on the wrong person. Hospitals and other medical facilities that are accredited

by The Joint Commission must follow a procedure that helps surgeons avoid these mistakes. (Facilities that are accredited by The Joint Commission are listed on The Joint Commission’s Quality Check website: qualitycheck. org.) Mistakes can also happen before or after surgery. A patient can take the wrong medicine. Or they don’t understand the instructions about how to take care of themselves. As a patient, you can make your care safer by being an active, involved, and informed member of your healthcare team.

Everyone has a role in making healthcare safe. That includes doctors, healthcare executives, nurses, and many healthcare technicians. Healthcare organizations all across the country are working to make healthcare safe. As a patient, you can make your care safer by being an active, involved, and informed member of your healthcare team.

An Institute of Medicine (IOM) report says that medical mistakes are a serious problem in the healthcare system.

The IOM says that public awareness of the problem is an important step in making things better. The “Speak Up™” program is sponsored by The Joint Commission. They agree that patients should be involved in their own healthcare. These efforts to increase patient awareness and involvement are also supported by the Centers for Medicare & Medicaid Services.

This program gives simple advice on how you can help make healthcare a good experience. Research shows that patients who take part in decisions about their own healthcare are more likely to get better faster. To help prevent healthcare mistakes, patients are urged to speak up.

Preparing for your surgery Ask your doctor: »» Are there any prescription or over-the-counter medicines that you should not take before your surgery? »» Can you eat or drink before your surgery? »» Should you trim your nails and remove any nail polish? »» If you have other questions, write them down. Take your list of questions with you when you see your doctor.

Ask someone you trust to: »» Take you to and from the surgery facility. »» Be with you at the hospital or surgery facility. This person can make sure you get the care you need to feel comfortable and safe.

Before you leave home: »» Shower and wash your hair. Do not wear make-up. Your caregivers need to see your skin to check your blood circulation. »» Leave your jewelry, money, and other valuables at home.

At the surgery facility

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The staff will ask you to sign an Informed Consent form. Read it carefully. It lists: »» Your name »» The kind of surgery you will have »» The risks of your surgery

»» That you talked to your doctor about the surgery and asked questions »» Your agreement to have the surgery Make sure everything on the form is correct. Make sure all of your questions have been answered. If you do not understand something on the form—speak up.

For your safety, the staff may ask you the same question many times. They will ask: »» Who you are »» What kind of surgery you are having »» The part of your body to be operated on They will also double-check the records from your doctor’s office.

Before your surgery »» A healthcare professional will mark the spot on your body to be operated on. Make sure they mark only the correct part and nowhere else. This helps avoid mistakes. »» Marking usually happens when you are awake. Sometimes you cannot be awake for the marking. If this happens, a family member, friend, or another healthcare worker can watch the marking. They can make sure that your correct body part is marked. »» Your neck, upper back, or lower back will be marked if you are having spine surgery. The surgeon will check the exact place on your spine in the operating room after you are asleep. »» Ask your surgeon if they will take a “time out” just before your surgery. This is done to make sure they are doing the right surgery on the right body part on the right person.

After your surgery »» Tell your doctor or nurse about your pain. Hospitals and other surgical facilities that are accredited by The Joint Commission must help relieve your pain. »» Ask questions about medicines that are given to you, especially new medicines. What is it? What is it for?

Are there any side effects? Tell your caregivers about any allergies you have to medicines. If you have more questions about a medicine, talk to your doctor or nurse before taking it. »» Find out about any IV fluids that you are given. These are liquids that drip from a bag into your vein. Ask how long the liquid should take to “run out.” Tell the nurse if it seems to be dripping too fast or too slow. »» Ask your doctor if you will need therapy or medicines after you leave the hospital. »» Ask when you can resume activities like work, exercise and travel.

If you have any questions or concerns about the treatment you’ve received, please visit jointcommission.org

Your Admission For Services Once determined by your physician that a hospital service is needed, your doctor will notify us. The next step in the process is assuring you are registered in Carilion Clinic’s database, often called a registration or an admission.

During this process, you will be asked for very specific information about yourself or your loved one. It is critical we obtain accurate and timely personal information in order to initiate or update your medical record. As part of this process, you will also be asked to provide your insurance billing information. Our staff will assist you in preparing any required forms during the admission process.

Carilion Clinic is committed to providing its patients with quality, cost-effective healthcare regardless of age, race, sex, national origin, or ability to pay. This information is intended to familiarize you with Carilion’s insurance billing policies and personal payment guidelines. Included are some of the common questions with an explanation of our current practices.

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Commonly Asked Questions How is your hospital bill determined?

Your hospital bill is determined by the type and quantities of services ordered by your physician, the number of days as an inpatient, the type of bed accommodation, and the number and type of supplies ordered.

How do I obtain a copy of my hospital bill?

You will be sent a summary bill for the services provided by Carilion within 30 days of the actual service date or shortly after your health insurance company has paid its obligation. A detailed bill may be requested by contacting our Billing Customer Service team listed on the following page.

Insurance Billing Questions How long does it take for my commercial insurance plan to pay for my services?

It normally takes between 30 and 60 days for a commercial insurer to pay a claim.

What is my Medicare inpatient deductible?

The Medicare inpatient deductible changes each year on Jan. 1. Please refer to your Medicare explanation of benefits for this year’s deductible or ask one of our financial case managers for the information.

Will Carilion Clinic bill my insurance?

Carilion Clinic’s patient accounting will bill your health plan, provided you have given us authorization.

How much will I owe Carilion Clinic for the services I received?

The amount that you will be responsible for will depend on your individual policy.

What is co-pay?

A co-pay is a set dollar amount determined by the insurance plan you have enrolled in and is payable to the healthcare provider at each visit. The type of service requested normally determines the amount and offsets costs of your monthly insurance premiums.

Why am I asked to make payments at the time of service?

Making payment of co-pays, known deductibles, estimated coinsurance, and other out-of-pocket responsibilities before discharge helps to minimize billing costs that affect our community benefit and allows you to focus on recovery when you go home.

What does “pre-admission” certification mean?

Most of the commercial health insurance plans require the patient to obtain pre-authorization before obtaining non-emergent health services.

Auto accident and liability claims: There are many examples of when Carilion must wait long periods to receive payment for services for medical injuries or illness from a liability claim. In those cases, Carilion will extend the patient a longer period of time to finalize their account, but only if the patient or patient’s attorney signs an agreement that guarantees payment for services.

Payment Policy All patients with the ability to meet their financial obligations are expected to pay for services provided by Carilion Clinic hospitals within 90 days of discharge. If it is determined that your health insurance will provide coverage for the services ordered by your physician, Carilion Clinic’s patient accounting will bill all identified insurance carriers for payment.

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If you do not have health insurance or your insurance will not completely cover your services, patient financial specialists are located at each hospital to assist you in making payment arrangements.

Financial arrangements must be made for all elective services before services are provided. If you receive emergent or urgent services, financial arrangements need to be completed as soon as possible after receiving services.

Carilion Clinic offers patients several options to finance their medical expenses. We accept Visa, MasterCard, Discover, check, and cash. In cases where a patient cannot meet their obligation at the time of service, a threemonth payment plan can be established. If more than three months is required, MedKey, a healthcare financing company, is an option that would allow you to make smaller payments over a longer period of time.

Carilion Clinic also offers assistance to patients with limited ability to meet their financial obligations. Our patient financial specialists are qualified and available to assist patients and/or their families with applications for state and local funding programs, including Medicaid, SLH, and Carilion Clinic’s Financial Assistance Program, which is designed to provide total or partial relief of financial obligation for those who qualify.

A patient financial specialist from Eligibility Assistance Service may attempt to contact you while you are in the hospital to assist you in making financial arrangements. If you have not been contacted and would like assistance while in the hospital or after discharge, please contact Eligibility Assistance Service at 540-224-5100 or 800-365-2445. You may also contact MedKey for an application, or to add your charges to a current MedKey account, at 540-224-5300 or 877-224-1414.

Billing If you have questions about any billing concerns, please contact one of the offices listed below.

Your bill will reflect from which provider your bill was issued.

Carilion Billing Customer Service: 540-224-5900 or toll free at 866-720-3742 Monday - Friday, 9 a.m. - 4:15 p.m.

Tuesday and Thursday evenings until 5:55 p.m. billingservice@carilionclinic.org You may also receive bills from non-Carilion providers involved in your care. Common offices and numbers are listed below. Please contact them if you have any questions regarding their billing.

Anesthesiology Consultants: 540-345-0289 Pathology Associates: 540-772-2280

Radiology Associates: 540-772-2280 Solstas Lab Partners: 888-664-7601

If you have questions about Medicare billing, please call 800-633-4227.

Health Information For information about medical conditions, call Carilion Clinic at 540-266-6000 or 800-422-8482. Staffed by healthcare professionals, this helpline can direct you to helpful support groups, printed material, and educational classes.

You will also find a wealth of information and service overviews on CarilionClinic.org. For CNRV specific information, look under “Locations.” Also on our website, the “Find Doctors and Providers” service can help you locate physicians and specialists in the area.

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Resources to Keep You Healthy Nurse Line

Our physician referral and health information service is here to help.

Call us at 540-266-6000 or 800-422-8482, or email us at direct@carilionclinic.org.

“Well Said” Speaker’s Bureau

If you’d like a speaker on a health topic for your community group or workplace, call 540-224-4961 or visit CarilionClinic.org/speakers.

Community Health Screenings

Health screenings are available at little or no cost. Call 540-266-6000 or 800-422-8482, or email us at direct@carilionclinic.org.

Website Tailored for You

Check out these features at CarilionClinic.org: • Easy-to-use physician finder • Interactive maps to help you find your way to our locations • Health and wellness content, including an A-Z library • A community health education and events calendar

News Blog

Keep up with the latest news, photos, videos, and more at Carilion Clinic’s news blog. Visit newsblog.CarilionClinic.org.

Social Media

Stay connected through Facebook, Twitter, YouTube, and LinkedIn: facebook.com/carilionclinic twitter.com/carilionclinic youtube.com/carilionclinic linkedin.com/companies/carilion-clinic pinterest.com/carilionclinic

Publications

Pick up a copy of Carilion Clinic Living at magazine racks throughout our facilities, or access the digital edition at CarilionClinic.org/publications, where you can also read past issues of our publications. For health tips and news about upcoming health screenings events, subscribe to Living’s monthly e-newsletter at CarilionClinic.org/living.

Support Groups

Support groups are available for a wide range of health needs, including gynecologic and breast cancer. Learn more at CarilionClinic.org/support.

Children’s Health

For the latest news and perspectives on children’s health care, read Close to Home, a blog by Dr. Alice Ackerman, chair of the Department of Pediatrics at Carilion Clinic.

Giving to Carilion Clinic Foundation

Be part of improving the health and vitality of communities in western Virginia. Make a gift at CarilionClinic.org/giving.

Carilion New River Valley Medical Center 2900 Lamb Circle, Christiansburg, VA 24073 (I-81, Radford Exit 109) 540-731-2000 Š2014 Carilion Clinic Strategic Development J2273 8/14/GG