Patient Guide - Carilion Stonewall Jackson Hospital

Patient Information Booklet

Dear Patient: On behalf of our staff, I want to welcome you to Carilion Stonewall Jackson Hospital (CSJH), the community hospital providing health and wellness services to the residents of Lexington, Buena Vista, Rockbridge County and the surrounding area.

We understand that no one wants to be in the hospital. But rest assured that CSJH is a place of caring, compassionate and professional medical attention. Here, your needs come first and your comfort is our priority.

This guide answers many of the most frequently asked questions about the services CSJH provides, including what you need to know about admissions, your rights as a patient, billing and insurance information, clinics, discharge planning, patient rooms, hospital staff, visiting hours, and information about other services available at CSJH. All this information, plus additional resources about the Carilion Clinic healthcare network, is also available at www.CarilionClinic.org. Should you need additional assistance, please feel free to call Patient Relations at 540-458-3554 or my office at 540-458-3501.

We welcome your comments and feedback - both compliments and concerns. Our staff at every level is committed to your complete recovery and your input is invaluable as we strive to continuously improve upon our level of care. Contact information for individual members of our management team can be found in the back of your patient guide.

Thank you again for allowing us to serve your healthcare needs. We hope to exceed your expectations for quality service and care.

Thomas McNamara, D.O., President and CEO

Our Mission Carilion Stonewall Jackson Hospital exists to meet and improve the health and wellness of individuals within the communities it serves.

Our Vision Carilion Stonewall Jackson Hospital provides high quality, affordable and accessible services delivered in a caring, personal manner. We seek to be the provider of choice for care for the whole family by providing access to an integrated system of comprehensive health services. We will be the leader in finding better ways to serve the communities’ healthcare needs. We support and promote wellness through research, education and quality services.

Our Values Respect We acknowledge the worth, dignity and diversity of all people, and the value of cooperation, trust and teamwork.

Integrity We act responsibly, fairly, honestly, confidentially and ethically.

Quality We continually improve our processes of care to achieve optimal, consistent and patient-centered outcomes based upon the best available clinical evidence for the health of the community.

Compassion We honor the people we serve by providing services in a caring, empathetic and patient-centered environment.

Commitment We acknowledge the value of a dedicated, loyal, dependable team of professionals who excel through continual learning and self improvement.

Table of Contents Phone Information ..................................................................................................................................1 Patient Safety and Quality Care............................................................................................................1 Our Services..............................................................................................................................................2 Accreditation ............................................................................................................................................3 Registration...............................................................................................................................................4 What to Bring ..............................................................................................................................................................4 What Not to Bring ......................................................................................................................................................4 Your room.....................................................................................................................................................................4 Patient and Visitor Information ............................................................................................................5 Chapel, Clergy Visitation and Spiritual Care .......................................................................................................5 Community Outreach ...............................................................................................................................................5 Food Services...............................................................................................................................................................5 Emergency Drills.........................................................................................................................................................5 Gratuities ......................................................................................................................................................................5 Mail and Flower Delivery..........................................................................................................................................5 Maintenance ...............................................................................................................................................................5 Newspapers .................................................................................................................................................................5 Notary Public...............................................................................................................................................................6 Room Temperature ....................................................................................................................................................6 Smoking........................................................................................................................................................................6 Telephones ...................................................................................................................................................................6 Television......................................................................................................................................................................6 The Lemon Tree Gift Shop ........................................................................................................................................6 Transportation Services............................................................................................................................................6 Waiting Rooms............................................................................................................................................................6 Website ........................................................................................................................................................................6 Visitor Guidelines.....................................................................................................................................7 What to Bring ..............................................................................................................................................................7 Infection Control......................................................................................................................................8 Patient Care Partnership ........................................................................................................................9 Understanding Your Rights and Responsibilities ...............................................................................................9 Patient Rights ..............................................................................................................................................................9 Patient Responsibilities.............................................................................................................................................10 Advance Directives.....................................................................................................................................................10 Protecting Your Health Information.....................................................................................................11 Voicing Your Concerns ............................................................................................................................12 Improving Organizational Performance .............................................................................................13 Ethics Committee Ready to Assist You and Your Family ..................................................................13 Discharge...................................................................................................................................................14 Post Hospital Care......................................................................................................................................................14 Disharge Planning .....................................................................................................................................................14 Patient Billing and Payment Information ...........................................................................................15 Outpatient Services of Carilion Stonewall Jackson Hospital ..........................................................16 Opportunities for Giving........................................................................................................................18 Volunteering.............................................................................................................................................19

Phone Information Your friends and family may reach you directly on your room phone.

Your room # is ____________________. Your phone # is ____________________.

Outside of the hospital, dial 540-458-3300. Inside the hospital, use the numbers listed below: Switchboard ....................................................................................................................................................0 outside Local Numbers ...............................................................................................................................................9 + number Health Information Management ...........................................................................................................3-3131 Patient Representative ................................................................................................................................3-3554

If you have a concern or wish to comment on your care, please dial “0� and you will be connected to the patient representative or nursing supervisor.

Social Services/Discharge Planning .......................................................................................................3-3554 Safety/Security Officer.................................................................................................................................0 Administration................................................................................................................................................3-3501 The Lemon Tree Gift Shop .........................................................................................................................3-3391

Patient Safety and Quality Care Every member of the hospital team has a role in making healthcare safe. Safety is a top priority. You, as the patient, can also play an important role in making your care safe by becoming an active, involved and informed member of your healthcare team. We ask that you speak up if you have questions or concerns.

We encourage you to participate in all decisions about your treatment. You are the center of the healthcare team. We strive to be the hospital of choice by continually improving our quality of care and doing whatever it takes to ensure your satisfaction.

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Our Services Located in historic Lexington, Carilion Stonewall Jackson Hospital (CSJH) shares a rich heritage with the area. A non-profit, critical access facility, CSJH provides a full range of inpatient and outpatient services.

Cardiac and Pulmonary Rehabilitation • EKG • Echocardiogram • Holter and event monitoring • Manometry • Stress testing • Vascular study Community Education Programs

Radiology • CT scan • MRI • Mammography • Dexa scans • Nuclear medicine • Ultrasound • X-ray Respiratory Care Services

Emergency Department (24 hour)

Sleep Center

Fit for Life Center • Physical, occupational and speech therapy services • Health and Wellness Center

Social Services/Discharge Planning

General Medical and Surgical Care Home Care Services Inpatient/Outpatient Surgery • General surgery • Obstetrics and gynecology • Orthopedic surgery • Podiatry Intensive/Critical Care Unit Laboratory Services Life Support Ambulance Service

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Specialty Clinics The Birthing Center • Labor, delivery, recovery and postpartum suites • Rooming-in • Certified lactation consultants • Childbirth/breastfeeding classes • Comprehensive maternity services

Accreditation We strive to provide the highest level of care to our patients. We choose to be evaluated by the Joint Commission (JC) because their standards are regarded as the most rigorous in the health industry. The Joint Commission’s gold seal of approval is a sign that Carilion Stonewall Jackson Hospital meets the most stringent standards of performance.

The Joint Commission encourages anyone who has concerns or complaints about the safety or quality of care to bring those concerns or complaints first to our healthcare staff or administration. You may also submit the complaint to the JC by mail, fax or email. Just summarize your issue in one to two pages and include our name, street address, city and state. You do not have to provide your own contact information, but by doing so, the JC can inform you about the actions taken in response to your complaint. All reports received by the JC are confidential; however, it may be necessary for them to share detail of the complaint in the course of an investigation.

To contact the Joint Commission: Email: complaint@jointcommission.org Fax: 630-792-5636 Mail: Office of Quality Monitoring, The Joint Commission 1 Renaissance Blvd.

Oakbrook Terrace, IL 60181 If you have questions about how to file your complaint, you may call the Joint Commission weekdays, 8:30 a.m. to 5 p.m. Central time, at 800-994-6610.

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Registration What to Bring Important paperwork Please bring your insurance cards and driver’s license (or other photo ID) with you at the time of your registration. If you do not have insurance, you will be asked to make payment arrangements. During the registration process, you will sign the consent to treat form. If you have an advance directive for healthcare (a living will), please bring it with you so that we can file a copy in your hospital record.

Personal items You will need only a few personal items such as a bathrobe, sleep wear (pajamas, nightgown) and slippers.

What Not to Bring Please do not bring jewelry, large amounts of money or other valuables to the hospital. If you do, please notify your nurse. These items can be deposited in the hospital safe and will be returned when you leave the hospital. Carilion Stonewall Jackson Hospital cannot be responsible for valuables kept in your room.

For safety reasons, we also ask that patients do not bring any electrical equipment into the hospital.

Any appliance that you feel is necessary for your stay must be shown to your nurse upon registration.

We will examine the equipment for safety.

Your Room Carilion Stonewall Jackson Hospital makes every effort to provide you with your choice of accommodations. Private rooms are assigned on the basis of availability at the time of your registration.

Request for transfer after registration from one type of room to another may be possible depending on room availability. Your nurse will help you if you have questions regarding room assignments.

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Patient and Visitor Information Chapel, Clergy Visitation and Spiritual Care You are invited to use the interdenominational chapel located on the 3rd floor. We welcome your minister, priest or rabbi to visit you at anytime. Please tell your nurse if you wish for us to contact a chaplain for you.

Community Outreach As an important part of accomplishing our mission of improving the health of the community, Carilion Stonewall Jackson Hospital sponsors a variety of programs, educational classes and support groups. For more information, call 540-458-3568 or visit www.CarilionClinic.org.

Food Services Our dietary staff strives to serve you well-balanced, nutritious and medically appropriate meals. Your diet and your medication are prescribed by your physician and are important factors in your treatment. The Dietary Department prepares your meals under the supervision of a registered dietician. If you have questions about your diet, please speak with your nurse or physician.

Patient meals are served at the following times: breakfast - 8 a.m., lunch - noon, dinner - 5 p.m.

The hospital cafeteria, located on the ground floor, is open to visitors weekdays from 6:30 a.m. to 2 p.m.

Vending machines are available 24 hours a day on the ground floor and the 1st and 2nd floors of the hospital.

Emergency Drills/Exercise Carilion Stonewall Jackson Hospital conducts regularly scheduled emergency drills as a safety precaution.

When a drill is in process, your door may be shut, but be assured that your care will not be disrupted.

Gratuities Offering you excellent service is part of our job. We are pleased that you appreciate our service; however, hospital employees and volunteers cannot accept gratuities.

Mail and Flower Delivery Carilion Stonewall Jackson Hospital volunteers deliver mail and flowers to your room promptly while you are here. The hospital will forward mail to your home if it arrives within one week of your discharge. If you want to send mail, please see your nurse or your patient representative.

Maintenance You can help us keep our facilities in good working order by promptly reporting any problems to your nurse or to the patient representative.

Newspapers Local weekly newspapers are provided free of charge to our patients. If you would like a newspaper, please ask your nurse. Coin-operated newspaper machines are located at the ground floor entrance, and papers are available in The Lemon Tree gift shop on the 1st floor.

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Notary Public A notary public is available for your convenience from 8 a.m. to 4 p.m., Monday through Friday. For assistance, please ask your nurse to contact Administration at extension 3-3501.

Room Temperature All rooms in the hospital are centrally heated and air conditioned. You may regulate the temperature by adjusting the thermostat in your room so that the temperature is comfortable for you. Please notify your nurse if you have a problem.

Smoking Carilion Stonewall Jackson Hospital is a nonsmoking facility. Smoking is prohibited in any location on campus after July 4, 2010.

Telephones Telephones are provided in each patient room. Local calls can be made by dialing “9” followed by the number. Long distance calls can be made with a calling card by dialing “9.” Courtesy phones are located in the 2nd floor waiting area and in the Emergency Department’s visitor waiting room. Long distance calls cannot be made from these phones without a calling card. A TDD line for the hearing impaired will be made available.

Television Personal televisions with cable access are provided for each hospital patient. Please keep the volume as low as possible to avoid disturbing other patients.

The Lemon Tree Gift Shop The CSJH Auxiliary operates a full-service gift shop stocked with gifts, cards, flowers and personal care items. If you would like to order any of these items, call The Lemon Tree Gift Shop at extension 3391.

The Lemon Tree gift shop is located on the 1st floor by the main entrance. The gift shop also accepts phone orders from outside the hospital at 540-458-3300.

Trasportation Services Carilion Patient Transportation Services offers critical care, advanced life support and basic life support transports for patients needing to be transferred. Our fleet of ambulances are inspected by the state and equipped to handle a wide variety of critical patient conditions. Each ambulance is staffed by certified emergency medical technicians.

Waiting Rooms Waiting rooms for family and friends are located on the 2nd floor and in the Emergency Department.

Additional sitting areas are located in the ground floor atrium and 1st floor lobby.

Website You can find more information about the services, support groups and community education of Carilion Stonewall Jackson Hospital by visiting www.CarilionClinic.org/csjh.

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Visitor Guidelines What to Bring The staff of Carilion Stonewall Jackson Hospital understands the importance of visits from family and friends. We are committed to making these visits as pleasant and safe as possible for all of our patients, their visitors and the staff. In order to do this, we ask that you observe a few rules: • Visiting hours end at 8 p.m. The main entrance and ground floor entrance will be locked at 8 p.m. and unlocked at 6 a.m. Monday through Sunday for security purposes. We request that after visiting hours, visitors to the hospital use the Emergency Room entrance.

• Visitors must wear shirts and shoes and be dressed appropriately.

• Visitors in semi-private rooms should be considerate of both patients.

• Visitors with colds, sore throats, coughs, fevers or any contagious diseases should not visit.

• Parents are encouraged not to bring children to the hospital as visitors, with the exception of children visiting their mother in the Birthing Center.

• Two visitors per patient at a time.

• Visits should be kept short.

Visitors may be asked to leave the room during tests or when the doctor or hospital staff needs to assess or provide treatment to the patient. Visitors should wait in appropriately designated waiting rooms and not in the hall due to the privacy of other patients and safety of patients, staff and visitors.

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Infection Control Everyone plays an important role in infection prevention, including hospital staff, patients and visitors.

Help us prevent the spread of infection by following these guidelines: • Clean hands are your best protection against infection. Clean your hands before you eat, after using the restroom, before and after changing wound dressings, and after contact with body fluids. You can clean your hands with soap and water or by using a hand sanitizer. Follow these steps to ensure adequate cleaning of hands: - Wet hands with warm water and then apply soap. Rub your hands together vigorously for 15 seconds or longer. Get in between fingers and scrub wrist areas. Friction is necessary to rid your hands of germs. Rinse your hands and dry them. Use a clean paper towel to turn off the water faucet. Discard the paper towel in a trash can.

- Waterless hand sanitizers are very effective for preventing the spread of infection - if you use enough to cover your hands and wrists well. After applying the sanitizer, it should take about 15 seconds to rub your hands dry.

• Expect our staff to clean their hands before and after patient care. Remind them if they forget. It's OK to ask someone to clean their hands. Your health may depend on it.

• Cover your sneeze or cough with a tissue. If you don't have a tissue, cough or sneeze into your upper arm not your hands! Before you cough or sneeze you should always turn away from other people. Discard used tissues in the trash and then clean your hands.

• Ask family and friends not to visit if they're sick. If they must visit, ask them to talk to a nurse before entering the room. Protective items, such as a mask, may be required.

Make sure to eliminate germs when you go home by using disinfectants, such as sprays and wipes, to clean surfaces often. Some germs can live three days or longer on hard surfaces. That's why it's so important to disinfect surfaces like countertops, sinks, phones and TV remotes often.

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Patient Care Partnership Understanding Your Rights and Responsibilities Carilion Stonewall Jackson Hospital and Carilion Clinic are committed to providing an environment which fosters quality healthcare for 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 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: 1. 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.

2. 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, treatment or services, and to know what may happen if you do not have this care or treatment.

3. You have the right to develop advance directives and to have hospital staff comply with those directives.

4. You have the right to access all information contained in your medical record within a reasonable amount of time (usually 15 days) and the right to request amendment to and obtain information on disclosures of your health information in accordance with law and regulation.

5. You have 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.

6. You have the right to have a family member or representative and your own physician notified promptly of your admission to the hospital.

7. You have the right to receive treatment in a safe, abuse-free environment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation or source of payment.

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

9. You have the right to be free from restraints or seclusion of any form that are not medically indicated. page 9

10. You have the right to receive appropriate assessment and management of pain.

11. You have the right to agree or refuse to take part in any study or experiment related to your care or treatment.

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

13. 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.

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

15. The hospital respects your right to have spiritual and religious services accommodated.

16. The hospital respects every patient’s cultural and personal values, beliefs and preferences.

Patient Responsibilities In order to receive optimal care, you and your family are responsible for: 1. Providing accurate information about your present illness and past medical history and wishes for your medical care.

2. Seeking clarification when necessary to fully understand your health problems and the proposed plan of care.

3. Following through on your agreed plan of care.

4. Considering and respecting the rights of others.

5. Being courteous.

6. 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.

7. Following visitation policies of the hospital.

8. Following the rules and regulations of Carilion Stonewall Jackson Hospital, Carilion Clinic and of the Commonwealth of Virginia which forbid engaging in verbal or physical abuse, using alcohol or illegal substances, and carrying weapons of any kind.

Advance Directives You have rights under Virginia law to make decisions about your medical care. These rights include the right to accept or refuse care and the right to make advance directives about your care (a Durable Medical Power-of-Attorney and/or a Living Will). For further information about your Advance Directives, please consult your social worker/case manager or nurse.

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Protecting Your Health Information You can inspect and get a copy of your health information. If you feel that the health information we have about you is incorrect or incomplete, you may ask us to amend the information.

You may request a restriction or limitation on the health information we use or disclose about your for treatment, payment or healthcare operations. You also have the right to request a limit on the medical information we disclose about your care to someone who is involved in your care or the payment for your care, such as a family member or friend. We are not required to agree to your request.

You can request an accounting of disclosures we have made of health information about you except for disclosures needed to carry out treatment, payment or healthcare operations used in facility directories, for national security and intelligence, and to law enforcement officials or correctional institutions.

You can request communications of your health information by alternative means at alternative locations or in a confidential manner. Carilion Stonewall Jackson Hospital staff reserves the right to communicate changes in your medication or treatment plan on your answering machine if you are not available, unless you request otherwise.

You can revoke your authorization to use or disclose health information, except to the extent such use or disclosure has already occurred.

You can request a paper copy of our Notice of Privacy Practices. You may also see a copy of our Notice of Privacy Practices on our website at www.CarilionClinic.org.

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Voicing Your Concerns We are always interested in improving. If an individual has any concerns about patient care and safety in the hospital, he or she is encouraged to contact the hospital's management. Ask your nurse or the hospital operator to call an administrative representative for you. If you have questions, comments, or concerns about your care or safety, please contact our hospital administration at 540-458-3300.

Carilion Stonewall Jackson Hospital is 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.

Your comfort and satisfaction are important to us. If you encounter any problems that you cannot resolve, please contact a hospital patient representative at 540-458-3554. On evenings and weekends, dial “0� and ask for the nursing supervisor.

We encourage you to resolve any problem by accessing hospital resources. If the problem cannot be resolved within the facility or if you have questions about patient rights, quality of care, coverage decisions or premature discharge, you may notify the Joint Commission's Office of Quality Monitoring by calling 800-994-6610 or emailing complaint@jcaho.org. You may also notify: The Office of Licensure and Certification Virginia Department of Health Center 9960 Mayland Drive, Suite 401 Richmond, Virginia 23233 800-955-1819 Office of the State Long-Term Care Ombudsman Virginia Association of Area Agencies on Aging 24 E. Cary Street, Suite 100 Richmond, VA 23219 800-552-3402

Volunteer Patient Representative

Virginia Office for Protection of Advocacy 1910 Byrd Avenue, Suite 5 Richmond, Virginia 23230 800-552-3962 If you suspect fraud by a Medicaid Provider, contact: Medicaid Fraud Control Unit of the Office of the Attorney General 900 E. Main Street, Suite 1300 Richmond, Virginia 23219, 800-371-0824 The Medicare toll free line: 800-633-4227

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During your stay at Carilion Stonewall Jackson Hospital you may be visited by a volunteer patient representative. Their purpose is to ensure your comfort and safety. Please feel free to make comments to, or requests of, this volunteer.

Improving Organizational Performance Carilion Stonewall Jackson Hospital considers our Performance Improvement Council (PIC) a very important part of patient care. Our objectives, policies and scope of operation indicate a sincere commitment to service our patients through a program that is guided by Performance Improvement Committees. These committees review all components of the operation, make recommendations and follow the progress of new policies and programs. Our goal is to improve outcomes of care while maintaining high levels of satisfaction among our patients, physicians and other customers.

Patient surveys are conducted regularly. We encourage your reply, including recommendations, evaluations, suggestions and complaints.

Ethics Committee Ready to Assist You and Your Family The Carilion Stonewall Jackson Hospital Ethics Committee consists of doctors, nurses, healthcare support staff and special community members who are committed to ensuring that all patients, families and staff have access to education and support in ethical healthcare issues.

Your physician and the Carilion Stonewall Jackson Hospital staff are responsible to keep you informed about your healthcare options so that you can participate in making informed decisions about the course of your care. Occasionally, you may be faced with dilemmas that call for careful consideration and an increased level of support from your family and/or your healthcare providers. In some cases, your personal beliefs, values or goals may differ from those of your healthcare providers. Most of the time, your physician or other staff providing care can address your concerns and questions satisfactorily. However, if you are unable to make a difficult decision, the Ethics Committee may be able to listen and help.

If you would like our assistance in dealing with an ethical issue that you or a loved one face, please call your patient representative at 540-458-3554 or ask any staff member to contact a member of the Ethics Committee for you. Your issues will be addressed confidentially.

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Discharge Post Hospital Care Your physician will let you know when you will be discharged from the hospital. Please keep in mind that it will take some time to process the instructions for your discharge. Your physician must write a discharge order before you will be able to leave. There may be a delay between the time your physician informs you of your discharge and the time when the discharge order is written and delivered to your nurse. When your nurse receives the written discharge order, your discharge process will begin. When you are ready to leave the hospital, a staff member will accompany you to the front lobby.

Discharge Planning The Hospital Discharge Planning Team assists patients with the continuum of care. If needed, a team member will assist in referral to home care agencies, nursing homes and outpatient services. If you have concerns about your ability to return home, please ask to speak with the Social Services Department.

In addition, the Social Services Department can provide you with information on financial assistance, community resources, transportation arrangements and counseling. For assistance, please contact 540-458-3554.

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Patient Billing and Payment Information When you come to Carilion Stonewall Jackson Hospital as a patient, whether as an inpatient or outpatient, one of your first steps will be to register. The hospital must gather essential information so that you receive appropriate treatment and are billed correctly. The accuracy of the information you provide is critical. You can speed the registration process and help ensure timely billing by following a few simple steps.

Before you come to register, check with your insurance company, physician or employer about the need for prior approval for medical services. If you come for emergency services, you should contact the insurance company soon after leaving the hospital about the time frame for reporting these services.

Bring all current medical insurance cards to registration. This will speed the reporting to the insurance company and hopefully the payment by same. The patient is responsible for the full bill from the time service is provided until the bill is settled.

From the date of service or the date of your discharge from the hospital, you can expect: • The hospital to bill your insurance company.

• To receive a summary statement of charges for all hospital services after your insurance company has made their payment.

• To request and receive an itemized statement of charges for all hospital services you received.

• To receive separate bills from other medical professionals who were involved in your care and treatment – these may include emergency room physicians, radiologists, pathologists and anesthesiologists.

NOTE: one or more of these professionals may not be a participating provider with your insurance carrier.

• To pay co-payments, deductibles or coinsurance, as required by your insurance coverage. All bills are considered due upon receipt.

• To receive a statement from Carilion Stonewall Jackson Hospital indicating any payments received from your insurance carrier. Most insurance companies send an explanation of benefits to the subscriber at the time payment is made.

• To pay your bill via cash, check or credit card.

• To discuss your bill or payment options with a patient account representative, Monday through Friday, 8 a.m. to 4 p.m., by calling 540-458-3532 or 888-822-1872.

• To access your bill online to make a payment by going to https://b2b.carilion.com/pay. You will need the prefix and patient account numbers found on your statement that you received in the mail in order to access your account.

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Outpatient Services of Carilion Stonewall Jackson Hospital If you require any of these services, please contact your nurse or physician.

Cardiology • 540-458-3383 Diagnostic and therapeutic services including EKG, Manometry holter monitors and event monitors, stress testing, echocardiograms and cardiac and pulmonary rehabilitation services. For appointments call 540458-3221.

Emergency • 540-458-3300 Care to victims of trauma or illness in addition to therapeutic services such as blood pressure checks, IV medication and fluid replacement.

Home Care Services • 540-458-3111 Provides healthcare at home for those who have difficulty going to the doctor because of limitations.

Services include: • Skilled nursing care at home including assessment, teaching about disease management, administration of medications and wound care.

• Therapy services including speech, occupational and physical therapy.

• Other services including personal care aides for help with bathing and a medical social worker for accessing community resources.

Laboratory Services • 540-458-3311 Using state-of-the-art equipment, testing services include general laboratory work, cardiac evaluation, therapeutic drug monitoring, blood banking, prenatal screening, outpatient phlebotomy and urine drug testing.

Maternity Services • 540-458-3491 • Childbirth education - Prepared childbirth classes to provide information regarding the physical and emotional aspects of labor and delivery.

• Lactation consultant - A 24-hour help line for those with breastfeeding questions. A home visit can be provided if needed.

• Prenatal services - A registered nurse is available to answer questions and to provide assessment and testing as needed.

Nutritional Services • 540-458-3233 Individualized nutrition education provided by a registered dietitian.

Occupational Health • 540-458-3557

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Assists employers with programs to promote wellness within their employee work force and with management of work, related injuries and prompt return-to-work strategies.

Radiology/X-Ray • 540-458-3321 Providing quality imaging services for our community: CT scan, nuclear medicine, ultrasound, mammography, MRI, DEXA scans and general X-ray.

Respiratory Care Services • 540-458-3385 Licensed staff members provide therapeutic services, diagnostic testing and respiratory education to improve lung health in our community.

Surgical Services • 540-458-3466 Advances in technology have generated many new surgical options for inpatient, outpatient, surgical and anesthesia services.

Therapy Services • 540-458-3211 • Physical therapy - Comprehensive care for musculoskeletal and neurological injuries and disorders such as back and neck pain, post-operative care and post-stroke rehabilitation.

• Occupational therapy - Specific care of the hand and upper extremity relating to independent function, as well as addressing daily functional needs post-orthopaedic and neurological injury such as stroke, spinal cord injury and head trauma.

• Speech-language pathology - Treatment for neurological disorders, such as stroke, head injury, Parkinson’s and dementia addressing speech, memory and swallowing deficits.

• Fit for Life Center - Offers fitness evaluations and customized exercise programs provided by the therapy services staff. The center is located on the ground floor and is open to the community. No membership commitment is required. Various fitness classes for youth through seniors are offered.

Please call the Fit for Life Center for details as class semesters change. As with any exercise program, you should seek your physician’s advice.

• Hours: Monday – Friday from 7 a.m. - 5:30 p.m.

Transportation Services • 540-458-3349 Non-emergency and inter-facility transports including Advanced Cardiac Life Support are provided.

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Opportunities for Giving As a nonprofit, community-based hospital, Carilion Stonewall Jackson Hospital is grateful for the generosity of patients and friends who have given to the hospital throughout the years. Providing high quality patient care requires substantial funding. A tax-deductible gift made to the hospital, no matter how large or small, helps the hospital continue to provide our community with the best in quality patient care. Gifts may be given to the hospital in support of a specific need, in honor or memory of a loved one or friend, or through one’s will, trusts, life income agreements and endowment funds.

For further information on ways to make a tax-deductible gift to Carilion Stonewall Jackson Hospital, contact the hospital’s Community Development office at 540-458-3568.

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Volunteering Volunteers at Carilion Stonewall Jackson Hospital are dedicated individuals who offer their time, talents and support to the hospital. As a volunteer you will feel a sense of accomplishment by lending a helping hand. Volunteering is also a great way to give something back to your community, learn more about healthcare, improve your skills and meet new people.

Volunteers at Carilion Stonewall Jackson Hospital work in virtually every area of the hospital. They also participate in fundraising activities to support the hospital. In order to volunteer, you must: • Be reliable • Enjoy working with people • Recognize the importance of community service • Be responsible with confidential information • Be at least 14 years of age • Be willing to commit to at least six months of service with the hospital

The Stonewall Jackson Hospital Auxiliary, a non-profit organization, was created to contribute to the wellbeing of individuals and health-related organizations of the community. The Auxiliary offers services for the comfort and support of the patients of Carilion Stonewall Jackson Hospital, renders financial assistance to the hospital, and promotes the health and welfare of the community, in accordance with objectives established by the hospital.

For more information on how you can become a Carilion Stonewall Jackson Hospital volunteer, or how to become a member of the Stonewall Jackson Hospital Auxiliary, contact the Community Development Office at 540-458-3568 or email ramarks@carilion.com.

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At Carilion Stonewall Jackson Hospital we make every effort to provide safe, patient-centered, quality care. If you have any concerns, please give us the opportunity to "make it right."

Do not hesitate to dial "0" from any phone in the hospital, or the hospital's main number, 540-458-3300. Our operator will immediately forward your concerns to the appropriate person(s).

You may also receive a telephone call after your discharge requesting information about your care at CSJH. We hope that you will thoughtfully participate in the interview so that we may continue to improve the care and service that we provide for you and our community.

There are also cards available in the following areas of the hospital: Patient Registration, Visitor Waiting Areas, Nurses Stations and the Emergency Department. We ask that you complete a card to help us recognize the individuals you count on while allowing us the privilege of providing your excellent care during your visit to CSJH. We look forward to hearing from you and we thank you for trusting us with your community healthcare needs.

1 Health Circle, Lexington, Virginia 24450 540-458-3300 www.CarilionClinic.org/csjh