Hospital Patient Guide

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Important Patient & Visitor Information For Your Stay

Hospital Logo Here Do You Have Questions? We Have Answers, Look Inside!

Leaving The Hospital Patient Guide Provided by

Your Discharge Checklist

Hospital Name Here Hospital Address Line One City, State, Zip Code • Phone 123-456-7890 www.hospitalname.com

Pg. 24

Manage Your Care

Speak Up™, Stay Informed, Here’s How! Pg. 10

Your Healthcare T.E.A.M.

Pg. 6

THANK YOU FOR CHOOSING US!

How Do We Provide This Guide For Free?

Dear Hospital Professional, Patient Engagement Solutions® Patient Guide was created to help hospitals promote patient safety, improve patient satisfaction and reduce hospital readmissions. We have researched the content of our guides to address relevant healthcare and prevention topics, tips for better communication between patient and doctor, and to provide vital information to the patient and their caregiver during their stay as well as after they leave.

Effective tools: our content provides checklists and questionnaires to encourage better communication between patient and staff.

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Customize content: place your hospital brand logo and colors, use your own messaging or choose from our library.

We also handle design, printing, and shipping­—all at no cost to you.

Benefits of the Patient Engagement Solutions® Patient Guide include:

To learn more about our Patient Guide call: 844-TO-ENGAGE (844-863-6424) or visit us online: Engage-Patients.com

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We look forward to working with you!

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b

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Useful content: it supports The Joint Commission and other patient safety and quality care initiatives.

Easy to read: it is written to be easily understood by patients and caregivers for safety, treatment and patient care initiatives.

Sincerely,

Debera Phinney, Vice President Patient Engagement Solutions, LLC

The Patient Guide is made possible with the support of local businesses, and affiliated physicians through the purchase of ad space in the guide.

We are sensitive to each partner’s needs and your hospital will have final approval of all advertisers featured in your guide.

Our Guide Addresses Some Of The Most Common Reasons For Hospital Readmission: • • •

Hospital acquired infection Confusion or non-adherence to medication and care instructions Confusion or non-adherence to post-discharge instructions

We partner with you to help increase positive outcomes. Using visually appealing articles and check-lists with researched, reliable content, we educate both patients and caregivers.

CONTENTS

Featured

Welcome 2

Speak Up!™ Manage Your Care & Patient Safety:

Thank You For Choosing Us! –A Letter From Our CEO Mission Statement

Phone Directory Visitor Information

2 2

3 4

Visiting Hours: ICU, Gift Shop, Cafeteria, Visitor Guidelines, Your Visitor Rights

4

For The Caregiver Your Healthcare T.E.A.M.

5 6

Spotlight on TEAM Members

6

Rapid Response Team 7 During Your Stay 8-9 Calling Your Nurse, Telephone, ATM, Television, Cell Phones, Internet, Fire Safety, Vending, Parking 8 Cafeteria & Dining, Nutritional Services, Gift Shop, Public Restrooms, Flowers, Personal Belongings & Valuables, Pharmacy, Pastoral Care, Chapel & Meditation, Interpreters 9

10 -15

- Ways To Prevent Hospital Infection - Prevent Falls, Prepare for Surgery, Are You At Risk For A Blood Clot?

- Understand Your Medication - Help Prevent Medicine Errors - Your Pain Level, The Pain Scale

Your Handy Reference To Keep Track Of Medications

Entertain Your Brain

Patient Rights & Responsibilities 16 -17 Your Privacy 18 Advance Directives 19 Six Ways to Prevent Hospital Infections 20 Common Hospital-Acquired Infections 21

Focus on Health What is a Heart Attack?

You Can Quit Smoking!

Discharge Checklist Patient Satisfaction After Hospital Care Your Medicine Minder

22-23 22 23

24 25 26 27 27

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Hospital Logo

The editorial content of this guide is the sole responsibility of Patient Engagement Solutions, LLC®. It is intended only for educational use. Please speak with your doctor before making any lifestyle or treatment changes. The people shown in the patient guide are models and are not known to have any health conditions. Images are for illustrative purposes only. ©Patient Engagement Solutions, LLC 2014.

Hospital Name is not, in any way, responsible for the advertisements in this patient guide. Hospital Name makes no representation or endorsement of any kind related to the advertised services, entities, or businesses. Hospital Name receives no remuneration in exchange for any advertisement.

WELCOME 2

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[Hospital To Provide CEO Signature]

Sincerely,

President & CEO

Hospital Logo

Mission Statement [HOSPITAL TO PROVIDE COPY.] Lorem moluptibusam digendae nistrup tasimust, commolenis nonseque rendign ihillandion con et, to inciamsque et ut volor sandaectet que autatquiat.

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Administration /Executive Office [123-4567]

When using our hospital phones, dial 9 and then the number for local calls outside the hospital.

Nutritional Services [123-4560]

When calling the numbers to the right that begin with [000], dial only the last four digits for departments within the hospital.

Admitting [123-4568] Advocacy [123-4569] Case Management [123-4561]

PHONE DIRECTORY

Important Numbers

MAIN: [456-7892] Information: [456-7893] Billing: [456-7894] Discharge: [456-7895] Gift Shop: [456-7896]

Please remember, if you plan to use your cell phone, its usage interferes with telemetry (heart monitoring), and other hospital equipment.

Therefore, usage of your cell phone is not allowed in patient rooms or suites, intensive care units, emergency department and other patient treatment areas.

Cashier [345-6787] Emergency Department [345-6788] Centralized Scheduling [345-6789] Human Resources [345-6789] Security [345-6781]

3

VISITOR INFORMATION

Visiting Hours Daily 0:00 am - 0:00 pm [HOSPITAL TO PROVIDE COPY] Lorem ipsum dolor imat solar.

Intensive Care Unit (ICU) Visiting Hours Daily 0:00 am - 0:00 pm [HOSPITAL TO PROVIDE COPY] Odioribus nis evenis ner sedi dis endant.

Iquid quiaest verrum id et es aut, laudandusst officillum et excepudit.

Visitor Guidelines

Questions About Your Visitors Rights?

At HOSPITAL NAME, we know that having visitors, family and friends around you can play an important role in your recovery.

We consider your family, partner or chosen support person to be a part of your health care “team” and ask that they follow these simple rules for your comfort and safety.

You have a right to prioritize visitors from your list of family, friends, partners or other support persons regardless of your relationship to that person. You may have your chosen support person with you at all times during your stay.

For more information call: [HOSPITAL TO PROVIDE Phone #: 234-5678]

•

Gift Shop Hours

•

Daily 0:00 am - 0:00 pm

•

Cafeteria Hours

4

Daily 0:00 am - 0:00 pm [HOSPITAL TO PROVIDE COPY] Odioribus nis evenis nem officit, cumil oso.fromitage.

• •

Do not visit if you have a cold, sore throat or other virus/infection.

Wash your hands before entering the patient’s room.

Ask before bringing flowers, perfumes, food/drink, balloons or other items that may trigger allergies or disrupt other patients.

Supervise children at all times.

Respect all “no visitor,” “isolation,” or any signage posted.

• • •

•

Observe the need for quiet and respect the healing of other patients.

Silence cell phones.

Each visitor must stop by the [HOSPTIAL TO PROVIDE] to receive a visitor pass. Passes must be visible at all times.

Observe our tobacco-free campus policy. This includes adjacent buildings, grounds, sidewalks and parking lots/towers. This also applies to electronic, vapor and any other electronic nicotine delivery systems.

As a caregiver, you may feel overwhelmed at times. These tips may make the care giving process easier and help you get the support you need while caring for your loved one.

Educate Yourself Get all the information you can about the patient’s illness and how to care for them.

The more you know, the less anxiety you’ll feel and the more effective you’ll be. Make a list of tasks required: medications, treatments, meals, doctor appointments, etc.

Know Your Limits Be realistic about how much of your time and commitment you can give and set clear limits. You may need help from friends, other family members, as well as health professionals. Ask for help.

Seek Out Support Seek support from other caregivers, support groups, a therapist, counselor, family, friends or your place of worship.

Nurture close relationships; don’t let yourself become isolated.

Take Advantage Of Community Services There are services to help caregivers in most communities including adult day care centers, home health aides, home-delivered meals, respite care, transportation services and skilled nursing.

Take Time For Yourself • • • • •

Relax daily and take breaks Pray, meditate, or do another activity that makes you feel part of something greater.

Watch out for signs of depression and anxiety, and get professional help if needed.

Don’t give up activities that are important to you such as a hobby.

Exercise, eat right and keep up with your own health care.

Long Distance Care If you are managing a loved one’s care from a distance, consider these tips: •

•

•

•

Subscribe to an electronic alert system that your loved one wears to summon immediate help.

Get to know your loved one’s doctors and arrange to be updated via phone or email.

Find local services that offer home help services, meal delivery or local transportation for your loved one.

Schedule regular communication with your loved one. A daily email, text or quick phone call can let them know that they’re not forgotten and give you peace of mind.

FOR THE CAREGIVER

For The Caregiver

For more information and resources visit: caregiver.org, eldercare.gov or archrespite.org

5

YOUR HEALTHCARE T.E.A.M. 6

Hospital Name practices relationship centered care to achieve the best possible outcomes for our patients.

We are committed to listening to and creating supportive relationships with you and your family by:

At Hospital Name We Strive Daily To Engage In T.E.A.M. Behavior By Doing The Following: Talk: about procedures, tests and medications involved in patient’s care

•

Helping you and your family understand your treatment options

•

Providing personalized care

Engage:

•

Practicing from a caring, healing and culturally sensitive perspective

patients in their care by encouraging feedback, participation and questions

•

Listening and openly communicating

Align:

•

Encouraging active decisionmaking in patient care and treatment

•

Promoting health in the patient and their family

our care practices with the best patient outcome possible

Monitor: the experience of each patient to ensure safety and quality standards

Spotlight on TEAM Members [Hospital to provide short article featuring an outstanding staff member.] Ufilice ente officaenti nossimi llorecu lparita spitatestiur as et ad mos reriberum idit es desto eturia pre nullum nihil baia pore cuppre nullupre nulluta.

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Problems can occur at any time when a patient is in the hospital. Hospital Name Rapid Response Team can help BEFORE there is a medical emergency.

Anyone that has contact with a patient (this includes family members, visitors or any hospital employee) can dial [HOSPITAL TO PROVIDE # 000] from a hospital phone to request an immediate assessment of the patient when significant changes are noticed.

Changes may include: • Change in heart or breathing rate • Large drop in blood pressure • Much more or less urine output • Change in mental status (confused, unresponsive, slurred speech) • New onset or uncontrolled pain

If you are concerned, don’t hesitate—call our Rapid Response Team!

7

RAPID RESPONSE TEAM

RAPID RESPONSE TEAM

Hospital Rapid Response Team

DURING YOUR STAY

Important Things To Know During Your Stay: CALLING YOUR NURSE Use your call bell box and be sure it is within reach at all times. You may also use the nurse call bell on the side of your bed. Please ask your nurse to show you where the call buttons are located.

USING YOUR TELEPHONE For internal calls, dial the four-digit extension number.

To make a local call, you must first dial a 9, then the area code and number.

For deaf and hearing impaired patients, a telecommunication device for the deaf (TDD) is available upon request by calling [EXT #1234].

8

ATM ATMs are located on the [XX]floors.

TELEVISION Operate your television with your remote control: • •

Push the red power button on your remote to turn on the television.

Press the up and down arrows to change channels and volume.

Operate your television with your call bell box: • •

Push the on/off button to turn on your television Press the up and down arrows for to change channels and volume.

CELL PHONES Cell phone use can interfere with patient monitoring equipment. Guests are asked to leave the patient’s room prior to using their cell phone. Cell phones are not allowed in the ICU.

INTERNET You can use a personal laptop computer and most other mobile wireless devices in the Hospital. Connect your device to our Wireless Guest Network, which is designed for guests and patients at the Hospital, by selecting [HOSPITAL TO PROVIDE] from the list of networks that appear when you click on the wireless icon.

FIRE SAFETY We conduct fire drills from time to time.

If you hear an alarm, please stay where you are. In an actual emergency a nurse or other staff member will instruct you on what to do next.

VENDING Vending Machines are located throughout the hospital.

PARKING Patient and visitor parking is located on the [HOSPITAL TO PROVIDE].

Located on the [XX] floor of Hospital Name, the café provides a variety of dining options for employees and visitors. Visit the hospital café during the following hours of operation: Weekday Hours: Breakfast Lunch/Dinner Weekend Hours: Breakfast Lunch Dinner

[X:00 am–XX:00 am XX:00 am–X:00 pm X:00 am–XX:00 am XX:00 am–X:00 pm X:00 pm–X:00 pm]

NUTRITIONAL SERVICES Our menu has been designed to include foods that are both nutritious and appetizing. If you have any dietary restrictions, the Nursing Staff or our Dietitian will help you make the appropriate meal choices. If you have special needs or require a religious/ cultural diet, we will be happy to assist.

GIFT SHOP The Gift Shop is located on the [XX] floor and offers gifts, flowers, magazines, snacks, toys, cards and more.

[Monday - Friday: X:00 am – X:00 pm Saturday & Sunday: X:00 am – X:00 pm] PUBLIC RESTROOMS For patient and visitor safety, we ask that visitors use the public restrooms located throughout the hospital.

FLOWERS Flowers (fresh cut, artificial, and dried arrangements) are prohibited in all intensive care units, recovery rooms, operating rooms, nurseries, labor and delivery unit, and oncology and transplant units.

PERSONAL BELONGINGS & VALUABLES Patients are encouraged not to bring valuables to the hospital. When not in use - dentures, eyeglasses, hearing aids and personal care items should be stored

at the bedside. The hospital cannot be responsible for the loss or damage of personal items.

PHARMACY The Pharmacy is located on the [XX] floor. Hours are [Monday - Friday: X:00 am – X:00 pm]

DURING YOUR STAY

CAFETERIA & DINING

PASTORAL CARE Our Pastoral Care staff offers spiritual support during your stay. Call [Ext XX] or tell your nurse that you would like a visit from Pastoral Care.

CHAPEL & MEDITATION Located on the [XX] floor, the Hospital Name Chapel is open to patients, families and friends for prayer and meditation.

INTERPRETERS Ask for someone who speaks your preferred language if you are having difficulty.

9

SPEAK UP!™ & MANAGE YOUR CARE!

Speak Up!

™

Be A Participant In Your Care We participate in the Speak Up!™ program as a part of our continued commitment to your safety. The goal of Speak Up!™ is to help patients and

their advocates become more informed and involved in their health care.

We encourage you to speak up if you have questions or concerns, and if you don’t understand, ask again. In the sections titled Patient Safety, you’ll find help for staying safe, getting information, asking the right questions and interacting effectively with your doctors, nurses and

10

hospital staff.

Manage Your Care!

1. SPEAK UP!™: Ask questions and voice concerns. It’s your body and you have a right to know. When you participate in your care, you are the center of the healthcare team–so stay involved and don’t be afraid to ask questions!

2. PAY ATTENTION: Make sure you’re getting the right treatments and medicines. Be sure you understand your care plan.

3. CHECK YOUR I.D. BRACELET: When you are admitted, an I.D. bracelet (or armband) is placed on your wrist. Please check to be sure it has your correct name. Your armband will be checked before any meds, procedures or lab tests are administered.

4. CHECK I.D.s OF ALL STAFF: All employees of HOSPITAL NAME and physicians who enter your room should

introduce themselves and be wearing a PHOTO NAME BADGE. Know the people providing your care.

5. EDUCATE YOURSELF: About your diagnosis, treatments and tests. Be sure to ask questions about the plan of care. And bring a notepad to write any questions and notes to reference later.

6. CHOOSE YOUR SUPPORT PERSON: Pick a trusted friend or family member to communicate with the doctors and staff and ask questions you may not remember to ask.

7. UNDERSTAND YOUR MEDS– WHAT, WHY & HOW: Keep a list with you of all medicines you take, how to take them and why you take them. It is also important to list any allergies or reactions to any meds you may have.

8. CREATE A FOLDER: To keep all your medical info, appointments, notes and medial history in one handy place that travels with you through your health care journey.

9. CHOOSE AFTER CARE: If you need care after your hospital stay, be sure the facility or organization meets The Joint Commission’s quality standards.

10. ASK YOURSELF: Is there anything else that I can ask my healthcare providers to be better informed about my care? Is there anything else I can tell them that may improve my care experience?

SPEAK UP!™ & MANAGE YOUR CARE!

Ten Tips To Help You:

11

PATIENT SAFETY-PREVENT INFECTION

Ways To Prevent Hospital Infection While you’re in the hospital, there is the possibility of developing an infection. You can reduce your risks by taking these simple precautions:

1. Clean Your Hands • After touching objects or surfaces • Before eating • After using the restroom 2. Keep Vaccinations Up-To-Date.

Be sure you are protected from the spread of infection by knowing what vaccinations you might need. If you don’t know, ask your hospital staff.

12

3. Cover If You Are Sick.

Limit the spread of germs by sneezing

and coughing into tissues that you promptly throw away. Avoid touching other people. If you do develop an infection, ask the staff if there is anything else you should do to help prevent the spread of germs.

Wash Your Hands With Soap And Warm Water For 15 To 20 Seconds.

4. Check Your Bandages.

If a bandage on a wound or IV becomes loose or wet, let your nurse know. Also, if you have a catheter or drainage tube, tell your nurse if it becomes loose or dislodged.

That’s about the amount of time it takes to sing the “Happy Birthday” song twice.

5. Remind Staff To Clean Their Hands.

You’ll notice that your healthcare providers wash their hands both before and after they touch you. While this is standard practice, don’t hesitate to speak up and ask them to wash their hands if they forget.

6. Tell Guests Not To Visit If They Are Sick. Also, ask your guests to clean their hands when they enter your room.

No Soap?

Use Sanitizer.

Alcohol-based hand sanitizers can quickly reduce the number of microbes on hands. Simply apply sanitizer to your palm and continue to rub over the entire surface of your hands and fingers until they are completely dry.

Courtesy of Centers for Disease Control & Prevention

Falls may occur when a patient tries to get out of bed either to go to the bathroom or walk around the room when they are weak or unsteady due to illness, inactivity, or the side-effects of medications.

• •

• • • • •

Use your call button to ask for help if you feel unsteady.

Ask for help getting to the bathroom or walking around the room or in the hallways.

Always use handrails in the bathroom and hallways.

Wear non-slip socks or footwear.

Do not let your robe or pajamas drag the floor and cause you to trip.

Keep the call button and items you need within your reach.

Lower the height of the bed and the side rails so that you can reach what you need.

•

Talk to your doctor if your medicine makes you sleepy, lightheaded, sluggish or confused. Ask how to reduce these side effects or if you can take another medicine.

Prepare For Surgery To put your mind at ease and to avoid medical mistakes, make sure you, your Support Person and your surgical staff confirm the following: • •

•

Your name and the type of surgery you are having.

Your surgical team has marked the correct body part to be operated on and your surgeon knows you are the right person, receiving the right surgery, on the right part.

If you have a mediport, pacemaker, insulin pump or other device, tell your surgical team.

Are You At Risk For A Blood Clot?

Deep-vein thrombosis or DVT, is a blood clot that forms in a vein, often in the lower leg or thigh. When the blood clot breaks away and travels through the blood stream to an artery, blocking blood flow, it can cause death or damage to the brain, heart or lungs.

Risks of blood clots is greater if you are inactive for long periods, such as during a hospital stay. To lower your risk of DVT, follow these tips: •

Talk to your doctor about your risk of DVT and using compression stockings or blood-thinners while you are in the hospital.

•

Notice the following symptoms during your stay: swelling, pain, tenderness or discoloration in one or both legs, arm or neck; sudden coughing that may bring up blood; sharp chest pain; rapid breathing or shortness of breath; severe light-headedness.

Courtesy, National Heart, Lung, and Blood Institute

PATIENT SAFETY-FALLS, SURGERY, DVT

Prevent Falls

13

PATIENT SAFETY-YOUR MEDICATION 14

Understand Your Medication

•

Your doctor may prescribe medication for you while you are in the hospital. It is important that you understand exactly what they are for and how to take them. The checklist below will help you ask your doctor the right questions:

•

•

What is the name of the medicine?

•

What is this medicine for?

•

How do I take this medicine, how much do I take, how many times a day and for how long?

•

What are the possible side effects?

•

Can I take this medicine while taking other medications or dietary supplements?

•

Are there any foods, drinks or activities that I should avoid while taking this medicine?

Help Prevent Medicine Errors

Should I take my medicine with or between meals, on an empty stomach, with food or water?

•

All medications you are taking, including prescription, over-thecounter drugs, herbal or vitamin supplements, natural remedies and recreational drugs. Make a list before you go to the hospital.

•

If you have allergies to medications, anesthesia, foods, latex products, etc. Medical alert tags are a good way of relaying information about you. For example, if you are allergic to any medications, are diabetic or on blood thinners, the tag would display this information. These medical alert tags can be found at your local pharmacy.

Be sure your doctors and nurses know the following:

What should I do if I miss a dose?

Use a watch you can program, your computer, a tablet or cell phone to set an alarm that will help you remember to take your medications on time.

Use the Medicine Minder on page 15 to help you keep track of all of your medications, strengths and dosages.

THERE ARE NO DUMB QUESTIONS WHEN IT COMES TO MEDICATION: You have an experienced staff on hand to help you fully understand your medications. So–ask!

Be sure that any medications, procedures or lab tests ordered match the name on your ID bracelet.

Your pain level is an important factor in your recovery. It is vital that you acknowledge your pain. When describing your pain, be sure to tell your healthcare team:

How Bad Is Your Pain On This Scale?

0 – No Hurt

•

How long you’ve been feeling pain.

•

Where you feel pain.

•

What kind of pain— dull, aching, throbbing, sharp, stabbing, burning or tingling.

4 – Hurts Little More

6 – Hurts Even More

•

If your pain is constant or if it comes and goes.

•

If there is anything that makes your pain feel better or worse.

•

How much, if any, relief you are getting from your medicine.

•

If your medicine gives you relief and for how long?

Be honest about your pain. Talk to your healthcare team about managing your pain with different treatment options.

2 – Hurts Little Bit

8 – Hurts Whole Lot

10 – Hurts Worst WongbakerFACES.org ©1983 Wong-Baker FACES® Foundation. Used with permission.

Tell Your Nurse or Doctor About Your Pain. Controlling It Can Help You: • • • • • • •

PATIENT SAFETY-PAIN SCALE

Your Pain Level

Stay comfortable while you heal Get well faster Return to your daily routine Reduce anxiety and stress Improve your sleep Reduce your risk of medical complications Decrease your risk of chronic pain

15

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Dr. Juan Serrato is an orthopedic surgeon, fellowship-trained in: Sports Medicine, Arthroscopy, Knee & Shoulder Reconstruction and Hip Replacement.

Services include, but are not limited to: • • • •

Dr. Serrato is embracing the next generation of patient care.

•

Hand & Wrist - Arthritis, Carpal Tunnel Syndrome, Fractures & Trigger Finger Shoulder - Fractures, Traditional and Reverse Replacements, Rotator Cuff & Arthroscopy Knee - Custom and Partial Knee Replacement, ACL Tears, Meniscus Tears & Arthritis Injections Foot & Ankle - Fractures, Sprains, Bunions & Instability Hip - SuperPath™ Hip Replacement, Fractures & Bursitis

281-299-3455

250 Blossom, # 230, Webster, TX

Visit our new interactive website: JuanSerratoMD.com

Comfort and Compassion when it matters most.

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• Meal Preparations • Medication Reminders • Bathing/Hygiene • And More

•

• •

281-466-3650

9305 Pinecroft Dr, Suite 102 The Woodlands, TX

AtYourSideHomecare.com

•

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Call today for peace of mind.

281-335-4882

Bringing Quality Care Home to You for Over 19 Years!

Conveniently located across from Memorial Hermann The Woodlands

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Oxygen Concentrators Portable Oxygen CPAPs BiPAPs Nebulizers Scooters Power Wheelchairs Rehab Equipment Wheelchairs

• • • • • • • • •

Walkers Hospital Beds Mattresses & Pads Lift Chairs Patient Lifts Bath Safety Aids Diabetic Supplies Enteral Nutrition PhotoTherapy

CALL 337-237-1130

453 Bertrand Drive, Lafayette, LA 70506 (Next door to Stage, across from Cajun Field) 24 Hour Service • FREE Delivery and Pick Up Medicare, Medicaid and Private Insurance

It’s wonderful to look back.

It’s also sensible to move forward.

Emeritus Senior Living Choosing assisted living at an Emeritus Senior Living community will actually give your loved one greater independence. You will gain peace of mind knowing that they are nearby in a safe and comfortable senior living community.

Call us today to learn more about the benefits of assisted living for your loved one. We will be glad to arrange a private tour experience for you and your family.

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• • •

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12171 W. Parmer Lane, Suite 201 • Cedar Park, TX 78613 512-927-2020 • HillCountryEyeCenter.com

PATIENT RIGHTS & RESPONSIBILITIES 16

Your Patient Rights [Hospital may provide new or modify this information.] You have rights and a role regarding your treatment and care. Knowing your rights and role can help you make better decisions about your health care.

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You have the right to be informed about the care you will receive.

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You have the right to get important information about your care in your preferred language.

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You have the right to get information in a manner that meets your needs, if you have vision, speech, hearing or mental impairments.

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You have the right to make decisions about your care.

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You have the right to refuse care.

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You have the right to know the names of your caregivers.

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You have the right to safe care.

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You have a right to have your pain addressed.

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You have the right to care that is free from discrimination. This means you should not be treated differently because of age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, gender identity or expression.

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You have the right to know if something goes wrong with your care.

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You have the right to get a list of all your current medicines.

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You have the right to be listened to.

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You have the right to be treated with courtesy and respect.

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You have the right to have a personal representative, also called an advocate, with you during your

care. Your advocate can make decisions for you if: They are your legal guardian or if you signed a legal document giving them the power to make decisions for you.

This document may be called a Health Care Power Of Attorney.

Ask if there is a form to name your advocate and about your state’s laws regarding advocates.

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Ask for written information about all of your rights as a patient.

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You have a right to privacy. Health care providers must keep some details about your health private. You can sign a form if you want health care providers to share information with others.

If You have questions about your patient rights and responsibilities call extension [XXX Hospital To Provide]

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Be an active participant in your health care. You are a member of your healthcare team.

Ask questions. If you don’t understand any part of your care plan, your procedures, your medications or any instructions, ask your healthcare providers to explain until you do understand.

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Pay attention to instructions given to you by caregivers.

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Share information about your health with your caregivers.

For example, give them a list of your medicines, vitamins, herbs and supplements.

Remind them about any allergies you may have.

Informed Consent [Hospital may provide new or modify this information.] Informed consent means that you understand your treatment choices and risks. You should understand the treatment choices, their risks, as well as the risks of non-treatment. Informed consent is required for experimental treatments.

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Hospitals can take pictures, videos, or other images and recordings to be used for your care or treatment, or to identify you.

The staff must ask your permission to use the images or recordings for any other purpose.

If something goes wrong with your care or treatment, you have the right to an honest explanation and an apology within a reasonable amount of time.

Filing A Complaint •

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Contact the state agency that licenses or certifies the health care facility. (See pg. 7 of Patient Satisfaction for your state agency.)

Call the health care facility or health system so that they can correct the problem. (See pg. 25 of Patient Satisfaction for this information.)

Contact The Joint Commission with complaints about their accredited organizations. (See pg.

7 of Patient Satisfaction.) You can also fill out a complaint form at www.jointcommission.org/report acomplaint.aspx.

Information obtained from The Joint Commission and Centers for Medicare & Medicaid Services

PATIENT RIGHTS & RESPONSIBILITIES

Your Patient Responsibilities

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YOUR PRIVACY

Privacy And Health Information The Privacy Rule, (called the Health Insurance Portability and Accountability Act or HIPAA), is a Federal law that gives you rights over your health information and sets rules and limits on who can look at and receive your health information.

What Information Is Protected?

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Any information entered into your medical record including conversations between you, your doctor and any medical staff Your billing or insurer’s information in hospital or provider’s computers

What Rights Do You Have Over Your Health Information?

Health Insurers and Providers must comply with your right to:

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Ask to see and get a copy of your health records Have corrections made, or information added to your health information Receive a notice that tells you how your health information may be used and shared Decide if you want to give your permission before your health information can be used or shared Get a report on when and why your health information was shared for certain purposes

Who Can See And Receive Your Health Information?

To ensure that your health information is protected in a way that does not interfere with your health care, your information can be used and shared: •

For the coordination of your care and treatment

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To pay doctors and hospitals for your healthcare With approved family, relatives, friends or others you identify who are involved with your health care or health care bills To ensure that all healthcare professionals and facilities uphold a standard of care To protect the public health, for example: by reporting when the flu is in your area To make required reports to the police, such as reporting gunshot wounds

Remember, your information cannot be shared with your employer or used for marketing purposes without your written consent. For copies of your medical records, call [Hospital To Provide XXXX]

Advance Directives are legal documents that allow you to give direction to medical personnel, family and friends concerning your future care when you cannot speak for yourself or are unable to make your own decisions. You do not need a lawyer in order to complete advance directives.

Living Will: This document outlines the treatment you would like to receive at the end of life. This includes your wishes about CPR if your heart stops beating, a ventilator if you stop breathing or a feeding tube or IV if you cannot eat or drink.

Power Of Attorney For Healthcare: This document names the person you have chosen to make medical decisions

for you if you are unable to make them for yourself.

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) gives you the right to have one or more persons act as your representative to make decisions about the uses and sharing of health information about you.

You can limit the amount of information that the authorized representative can decide about and you can cancel this at any time.

We encourage you to seek further information about your own Advance Directives if they have not already been prepared.

Advance Directive Forms: Your Advance Directives should be discussed with your family, your advocate and your doctor and be made part of your medical record. Fill out your

forms and bring a copies with you every time you come to the hospital. For more information on downloading advance directives forms go to: caringinfo.org

ADVANCE DIRECTIVES

What Are Advance Directives?

Questions?

Ask your nurse or advocate to contact [HOSPITAL TO PROVIDE DEPARTMENT at extension XXXX.]

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FOCUS ON HEALTH–INFECTION!

Six Ways To Help Prevent Hospital Acquired Infection:

5. TREAT DIARRHEA SERIOUSLY Tell your doctor if you have 3 or more diarrhea episodes in 24 hours, especially if you have been taking an antibiotic.

Central Line Associated Bloodstream Infection:

1. SPEAK UP!™ Talk to your doctor about any questions or concerns you have about your care and preventing hospital infection.

6. PROTECT YOURSELF Get vaccinated against flu and other infections to avoid complications.

Bacteria or other germs travel down a “central line” and enter the blood

2. KEEP HANDS CLEAN Be sure everyone cleans their hands before touching you.

3. GET SMART ABOUT ANTIBIOTICS Ask if tests will be done to make sure the right antibiotic is prescribed.

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4. KNOW THE SIGNS & SYMPTOMS OF INFECTION See the charts on this (and the next) page to help you identify the symptoms of infection. Tell your doctor if you have any of these symptoms.

Let’s Go Over The Most Common Hospital Infections Hospital-Acquired Infections (HAI) are infections that occur during your stay in the hospital. Be aware of the most common infections, their symptoms and take steps to reduce your risks of HAI during your hospital stay.

HOW INFECTION BEGINS:

SYMPTOMS TO LOOK FOR: Fevers and chills or the skin around the central line may become sore and red PREVENTION: •

Avoid touching the area

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Staff must clean their hands, wear a mask, cap, sterile gloves, gown/drape while handling your central line

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Ask to have your central line removed as soon as possible

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Tell your doctor or nurse immediately if the bandage becomes wet or dirty

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Understand how to care for the central line before leaving the hospital

Surgical Site Infection:

Ventilator-Associated Pneumonia:

HOW INFECTION BEGINS:

HOW INFECTION BEGINS:

HOW INFECTION BEGINS:

Germs can enter the urinary tract through the catheter tube

Either internally at the site of the surgery or on the skin at the surgery site

Germs enter the lungs through the ventilator tube

SYMPTOMS TO LOOK FOR:

SYMPTOMS TO LOOK FOR:

SYMPTOMS TO LOOK FOR:

Fever, burning or pain in the lower abdomen or bloody, burning or frequent urination

Fever, redness and pain around surgical site or drainage of cloudy fluid from surgical wound

A cough with discolored phlegm, fever and chills or shortness of breath

PREVENTION:

PREVENTION:

PREVENTION:

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Clean hands before touching the catheter and avoid touching the area when unnecessary

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Not smoking just a few days or hours before surgery can help reduce your risk of infection

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You, your family members & visitors should wash hands often

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Empty or have the catheter bag emptied regularly

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Do not shave near where you will have surgery. It can irritate your skin and encourage infection

Ask if it is safe to raise the head of the bed

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Make sure the catheter is securely attached to the leg to prevent twisting, kinking or tugging at the tube

Ask to have the ventilator removed as soon as possible

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Be aware of how often your mouth should be cleaned and tell staff if it is not done regularly

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Keep the catheter bag lower than the bladder to prevent urine back flow

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Clean hands before touching the surgical wound or dressings and avoid touching the area when unnecessary Understand how to care for your wound and dressings before leaving the hospital

FOCUS ON HEALTH–INFECTION!

Catheter Associated Urinary Tract Infection:

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FOCUS ON HEALTH–HEART ATTACK! 22

What Is A Heart Attack And Who Is At Risk?

A heart attack happens when blood flow to the heart suddenly becomes blocked and the heart can’t get oxygen. If not treated quickly, the heart muscle fails to pump and begins to die. Some risk factors for a heart attack include: smoking, obesity, high blood pressure, high cholesterol, diabetes, poor diet, lack of exercise and family history of early heart disease. Talk to your doctor to find out whether you are at risk for a heart attack.

Minutes Matter! Know The Warning Signs Of A Heart Attack & Take Action!

If you experience the warning signs of a heart attack, minutes matter! It is very important to get a medical evaluation

and treatment right away. Your chances of surviving with the least amount of damage to your heart and brain are greater the sooner you get help. Remember, if you’ve had a heart attack, your chances of having another are greater and your symptoms may vary from the first heart attack. Women are more likely to have the “other” common signs of a heart attack, including: shortness of breath, nausea, vomiting, pain in the back, neck or jaw. Sometimes the signs of a heart attack may happen suddenly or over hours, days or even weeks.

If you think you are having a heart attack, don’t wait, call 9-1-1! Don’t try to drive yourself, paramedics are trained to treat you on the way to the hospital!

Common Warning Symptoms Of Heart Attack For Both Men And Women: •

Chest discomfort: Most heart attacks involve discomfort in the center of the chest that lasts for more than a few minutes or goes away and comes back.

The discomfort can feel like uncomfortable pressure, squeezing or fullness.

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Discomfort in other areas of the body: Symptoms may include discomfort in one or both arms or the back, neck, jaw or stomach.

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Shortness of breath: This symptom often accompanies chest discomfort. However, it can also occur before the chest discomfort.

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Other signs: Breaking out in a cold sweat, nausea or lightheadedness.

You may know that there are health risks to smoking yet still find it hard to commit to quitting.

Consider that smoking has many health risks and the benefits to quitting are worth the effort.

If you are preparing to quit, or even just thinking about it, make a list of all the reasons you want to quit and remind yourself of your reasons daily. They can inspire you to stop smoking for good!

Here are a few reasons you may want to add to your list: Your Health And Appearance: • Your risks for cancer, heart attack, heart disease, stroke, cataracts and other diseases will go down

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You will reduce your chances of having to return to the hospital • You will breathe easier and cough less • Your blood pressure will go down • Your skin will look healthier, and your teeth will look whiter Your Lifestyle: • Quitting will save you money • You will be able to taste & smell food, flowers and other things better • Your clothes will no longer smell Your Loved Ones: • You will be doing your part in protecting family and friends from the dangers of secondhand smoke • If you’re not thinking about where and when to smoke, you’ll have more time to spend with loved ones and on things that matter.

Health Risks From Smoking Are Preventable! Make A Plan To Quit Today.

Visit American Cancer Society at: cancer.org and National Cancer Institute at: smokefree.gov for more information.

Here’s How To S.T. A. R.T !

Set a quit date.

Tell family and friends and get their support.

Anticipate the challenges of quitting like dealing with temptations, withdrawal and cravings.

FOCUS ON HEALTH–QUIT SMOIKING!

You Can Quit Smoking!

Remove cigarettes and other tobacco from your home‚ car and work.

Talk to your doctor or pharmacist about options for quitting.

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DISCHARGE CHECKLIST

Discharge Checklist During your stay, your doctor and the staff will work with you to plan for when you leave the hospital. Use this checklist to help you get the information you need for a healthy recovery. o Ask For Your Discharge Summary. This includes your reason for hospitalization, treatment, procedures, medications and prescriptions. o Make A List Of Your Medications. This includes any new medications your doctor has prescribed, how and when to take them and if they are safe to take with any other medications. Tell your doctor about any vitamin supplements or over-the-counter medications you are taking.

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o Make Sure Your Pharmacy Has Your New Prescriptions. Check this before you leave the hospital.

o Write Down Any Follow Up Appointments with your doctor or tests you may need after you are discharged. Know how you are getting to these appointments.

o Determine Your After-Hospital Services Needs for personal care such as–help eating, dressing, going to the bathroom, cooking, shopping or doing laundry.

o Ask Any Questions About Your Follow-Up Care such as special restrictions on physical activities or diet.

o Determine If You Need Help With Home Healthcare such as keeping up with or getting to doctor appointments, medication reminders, physical therapy, wound care, injections or medical equipment.

o Know Any Warning Signs of developing problems that might slow your recovery. o Get A Phone Number And Contact Information in case you have questions after you leave.

Ask if there is a 24-hr phone line.

Don’t be afraid to ask the staff or discharge planner to repeat themselves if you don’t understand your discharge instructions!

o Ask Your Discharge Planner To Find Local Support Groups or after-care services you may need. o Ask If You Will Need Medical Supplies Or Equipment. This includes wheelchairs, hospital bed, oxygen or a walker. Ask your hospital advocate or discharge planner if these items are covered by your insurance. Know your approved local Medicare suppliers by visiting: Medicare.gov or calling 1-800 MEDICARE.

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HOSPITAL NAME participates in The Joint Commission’s accreditation process. This process helps us provide safe, high-quality care, treatment and services by identifying opportunities for improvement.

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How Can We Help?

We care about your experience during your hospital stay. Please let us know if we can help you in the following ways: • • •

Speak up if you need us to explain your medical plan more clearly.

Always tell us if you are in pain.

Let us know if you need your room cleaned or if you need more quiet.

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Our goal is to provide you with the best care possible. Your experience here is important to us and we want to hear from you.

Are you getting the care you need?

Are your doctors and nurses addressing your questions and requests? How can we improve?

Please talk with your nurse or case manager about any questions or issues you may have or call [Hospital to Provide 123-456-7890.]

Unresolved issues or complaints may be filed with the following agencies: STATE NAME Dept. of Public Health Address Here, City, State, Zip Code Phone: (000) 000-0000 or Joint Commission Office of Quality Monitoring One Renaissance Blvd.

Oakbrook Terrace, IL 60181 Ph: (800) 994-6610 or email: complaint@jointcommission.org

Patient Survey After Discharge After your discharge from our hospital, you may receive a Hospital Consumer Assessment of Healthcare Providers & Systems (HCAHPS) survey by mail, email or online. Please fill it out and return. HCAHPS is a national, standardized, publicly reported survey of patients’ perspectives of hospital care.

PATIENT SATISFACTION

Patient Satisfaction Is Important To Us

What Does HCAHPS Do? Measures patients’ thoughts about their hospital experience by asking questions based on communication, responsiveness, cleanliness, quietness, pain management, communication about medicines, discharge information and overall hospital rating.

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AFTER HOSPITAL CARE 26

After Hospital Care Before you are discharged, make sure you understand what comes next.

If you need other care options after you leave—discuss this with your healthcare team and be sure your support person is with you when you ask. Care options after your hospital stay may include: Home Health covers a wide range of healthcare services that can be given in the home for an illness or injury: • Personal care: including bathing, dressing and eating • Healthcare: physical, speech & occupational therapy or skilled nursing Independent Living usually refers to apartments or communities designed for seniors over 55 who do not need medical care or nursing staff. Amenities are offered such as social activities, fitness, meals and housekeeping.

Assisted Living is designed to provide assistance with basic activities of daily living such as bathing, grooming and dressing. Some states also allow assisted living to offer medication assistance and/or reminders. These communities offer a more home-like atmosphere.

Rehabilitation Hospitals Offer medical rehabilitation for patients who have suffered traumatic injuries or illnesses. Their goal is to restore some or all of the patient’s physical, sensory and mental capabilities that were lost due to injury, illness or disease. Speech, occupational and physical therapies are provided for patients who are medically stable and can tolerate at least 3 hours of therapy a day.

LTAC stands for Long Term Acute Care. It is a specialty-care hospital for patients that are seriously ill or injured and require specialized medical care

with extended recovery times. The care needed in an LTAC often includes pulmonary, wound, transitional or subacute care, dialysis, IV antibiotic therapy and pain management.

Nursing Homes provide personal and medical care for those patients who cannot be cared for at home.

Most nursing homes have nursing aides and skilled nurses on hand 24 hours a day. The staff provides medical care, as well as physical, speech and occupational therapy.

Hospice care plan is for people whose life expectancy is six months or less, and involves palliative care (pain and symptom relief) rather than ongoing curative measures. Hospice typically provides services such as speech and physical therapy, therapeutic massage, dietary assistance, bathing and other personal care services, emotional and spiritual support and grief counseling for family members.

List all medications you are currently taking (prescription, over-the-counter and vitamin supplements), their name, strength and dosage. (Example: Haldol-25mg twice a day, Aspirin-12mg daily, Albuterol Inhaler as needed, Zyrtec-10mg as needed, Calcium) Name Of Medication

Date Started Taking

Dose (How Much You Take) When You Take It Reason For Taking

What Are You Allergic To? List Any Medications, Supplements Or Foods.

MEDICINE MINDER

Handy Reference: Medications You Are Currently Taking

Describe Symptoms

Medications You Need To Take After Leaving The Hospital

Use this Medicine Minder to record the names, dosages and instructions for your new medications you will need to take when you leave the hospital. This is your opportunity to ask your care provider any questions you may have about your medications.

Name Of Medication

Reason For Taking

Dose (How Much To Take)

When To Take It

How to Take It (on an empty stomach, with food, etc.)

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ENTERTAIN YOUR BRAIN!

Here is a brain exer­cise whose aim is to stim­u­late the asso­ci­a­tions between words in your tem­po­ral lobe. Read the word pairs. Find a third word that con­nects the two or is associated with both words.

(For example: the first pair is PIANO and LOCK. The answer is KEY. The word KEY is con­nected with both the word PIANO and the word LOCK because there are KEYS on a PIANO and you use a KEY to LOCK doors.)

1. LOCK — PIANO 2. SHIP — CARD 3. TREE — CAR 4. SCHOOL — EYE 5. PILLOW — COURT 6. RIVER — MONEY 7. BED— PAPER 8. ARMY — WATER

Ready to play? Enjoy!

(Solu­tions are on far right of page.

Don’t peek until you have tried to solve all the pairs!)

9. TENNIS — NOISE 10. EGYPTIAN — MOTHER 11. SMOKER — PLUMBER

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2013 SharpBrains.com

SOLUTIONS 1. LOCK — PIANO : Key 2. SHIP — CARD : Deck 3. TREE — CAR : Trunk 4. SCHOOL — EYE :Pupil, Exam or Private 5. PILLOW — COURT : Case 6. RIVER — MONEY : Bank or Flow 7. BED — PAPER : Sheet 8. ARMY — WATER : Tank 9. TENNIS — NOISE : Racket 10. EGYPTIAN — MOTHER : Mummy 11. SMOKER — PLUMBER : Pipe

Word Association

Information You Can Support

The colorful features and articles inside The Patient Guide educates and empowers patients and their caregivers to be active members of their Healthcare Team.

There’s also a selection of physicians, facilities and local businesses whose advertising dollars make it possible for Hospital Name Here to distribute this important annual publication at no cost. No hospital funds are used to produce the publication.

If you would like to support the information in The Patient Guide by advertising, please call:

844-TO-ENGAGE (844-863-6424) or visit: Engage-Patients.com

Caring For You Is Our Only Priority Hospital Name Is Committed To Providing The Most Advanced, Expert Care To Our Community. Our Dedicated Doctors, Nurses And Technicians Are Experts In A Broad Range Of Clinical Specialties: •

• • •

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Please Visit Our Website to Learn More about Us! HospitalName.com