Contents Welcome
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Safety
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Your Opinion Counts
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Infection Prevention
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About LMH
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Preventing Falls
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Mission, Vision and Values
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Preventing Medication Errors
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Arriving as Our Guest
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Know Your Meds
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Your Room
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Questions About Medications
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Calling Your Nurse
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Deep Vein Thrombosis
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ATM
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Speak Up—You’re In Charge
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Electrical Appliances
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Fire Safety
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Patient Rights and Responsibilities
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Advance Directives
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Living Will
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Durable Power of Attorney for Health Care
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Ethics Committee
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Your Health Care Team
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Your Privacy and Information
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HIPAA
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Copies of Medical Records
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Preparing for Discharge
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After Hospital Care Definitions
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Billing
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Giving Back—Helping Us Help Others
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Flowers Guest Meal Trays
Internet Access
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Interpreters
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M.E.T. Code
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Newspapers/Magazines
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Notary Public
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Pastoral/Spiritual Care
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Patient/Family Education
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Patient Meals and Menus
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Smoking
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Telephone
TV
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Visitor Information
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Valuables
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Important Phone Numbers
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Comfort Care
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Welcome On behalf of the talented and dedicated team of health care professionals with Lawrence Memorial Hospital, I am pleased to welcome you to our hospital. Your health and wellness are important to us. LMH has been serving area residents more than 90 years. The dedication of LMH caregivers is evident every day, whether celebrating new life, improving the quality of life, saving a life, or providing comfort and dignity at the end of life. We are passionate about what we do and committed to providing top quality care and excellent service to you and your family. Our doctors are among the best in the country, with impressive credentials to rival many larger hospitals’ medical staffs. Like you, they were attracted to the “small-town” atmosphere and “big-city” amenities that our area offers. We have recently expanded to serve the community even better with new facilities, including emergency and surgery additions, expanded maternity and ICU units, and a move toward private rooms. I invite you to let us know if there’s anything else we can do to help meet your health or wellness needs.
To your health,
Gene Meyer President & CEO
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About LMH n
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Lawrence Memorial Hospital (LMH) is a 173-bed, not-for-profit health care provider with a wide range of modern facilities, state-of-the-art equipment and extensive inpatient and outpatient services serving a regional market. LMH is licensed for 143 acute care beds, 18 acute rehab beds and 12 transitional care beds. The Family Birthing Center is a 21-bed Maternity Care Unit featuring 8 Labor/ Delivery/Recovery and 11 Postpartum rooms, a two-bed triage/observation room and two surgical suites for C-sections on the unit, certified lactation consultants on staff, and a nursery with Level II NICU capabilities. The LMH Heart Center provides diagnostic, interventional, rehabilitation and treatment services. LMH has received national recognition for the quality of care provided to cardiac patients, and is an accredited Chest Pain Center. LMH also is accredited by The Joint Commission and the American Heart Association/American Stroke Association as a Primary Stroke Center. The Bob Billings Cardiac Evaluation Center is an observation unit located within the cardiac unit, designed for patients who require observation of chest pain and other cardiac symptoms. T he Oncology Center includes 15 private treatment rooms, designed to foster hope, courage and strength for all the people and families that spend time there. There are 10 exam rooms for follow-up visits. The Oncology Center at LMH offers more than 150 plus cancer research trials all approved by the National Cancer Institute.
Lawrence Memorial Hospital 325 Maine St., Lawrence, KS 66044 Phone: 785-505-5000
Your Opinion Counts Soon after your discharge, you may receive a phone call from an independent company, HealthStream Research, on behalf of LMH to conduct a confidential patient satisfaction survey. Please take the time to speak with the representative and share your opinions about your hospital stay. Your feedback is an important part of LMH’s goal of improving the care and services we provide.
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ACCREDITATIONS The Hospital is Accredited by: n n
The Joint Commission (TJC). Commission on Accreditation of Rehabilitation Facilities (CARF) Acute Rehab Unit
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Society of Chest Pain Centers (SCPC) - Chest Pain Center
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Clinical Laboratory Improvement Amendments (CLIA) - Laboratory
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American Association of Cardiovascular and Pulmonary Rehabilitation – Cardiac/Pulmonary Rehab The Joint Commission/American Heart Association/American Stroke Association – Primary Stroke Center.
NOT-FOR-PROFIT LMH receives no tax support from the city or county, and it serves the community’s health care needs regardless of an individual’s ability to pay. LMH is regularly recognized for its quality of service, including the Kansas Award of Excellence, the VHA Leadership Award for Clinical Excellence, the HealthGrades Outstanding Patient Experience Award, and “Most Wired” Hospital Award. LMH has been a winner in the large-company category of Ingram’s Magazine’s “Best Companies to Work For.”
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LMH Mission Lawrence Memorial Hospital, in collaboration with its medical staff, is dedicated to providing personal and high-quality health and wellness services for the people of Lawrence and the extended community.
LMH Vision Lawrence Memorial Hospital seeks to be the best community hospital by exceeding the expectations of those we serve.
LMH Values Our success will not be a matter of chance, but of commitment to these values:
P R I D E
P.R.I.D.E. Professionalism – We strive to achieve the highest technical standards in an atmosphere of kindness, compassion and learning. We listen, communicate, care for and support each other. We respect the spiritual, cultural and social diversities our patients and community cherish. Responsibility – As a community-owned, not-for-profit hospital, we strive to increase the quality and value of our service through wise and ethical management of financial, material and human resources. Integrity – We hold ourselves to the highest standards of honesty, fairness and ethical behavior. We respect the dignity of the individual. We maintain and promote privacy and confidentiality. Dedication – We work together as a team to provide better patient care, a better working environment and a stronger hospital. We value the support of the many volunteers and contributors who have helped build and improve our community’s health. Excellence – We strive for excellence in everything we do. We are dedicated to continuous quality improvement. We combine a team of skilled health professionals with the latest technological advances to provide the finest patient care for our community.
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ARRIVING AS OUR GUEST YOUR ROOM Your room is assigned based upon your admitting diagnosis and bed availability on the day of your arrival. If you have any problems with your bed, TV, room temperature or other equipment in your room, please tell your nurse, and he/she will contact the proper department or office to correct the situation. Patients need to be aware that there are times when the hospital will need to move patients to a different room based on changing volume and varying patient needs. In the event that we need to relocate you, every effort will be made to ensure the transition is as easy as possible. CALLING YOUR NURSE When you arrive in your room, a staff member will show you where the call button is located and how to use it. If you do not understand or have any problems, please ask for help. When you press the call button, the receptionist will answer and a light goes on outside your door. A staff member may respond to the light before receiving the page from the unit receptionist. If you are concerned that you
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have not been answered, do not hesitate to press your call light again. Backups are in place to ensure all calls are answered. Many of our nurses also carry cell phones. ATM For your convenience, an automated teller machine (ATM) is located on the 1st floor along the east wall at the top of the Atrium stairs. ELECTRICAL APPLIANCES In most cases personal electrical equipment, in good condition, can be brought by patients or visitors once it is checked prior to use by hospital staff and found satisfactory. FIRE SAFETY We periodically conduct fire drills. If you hear a CODE RED alarm, stay where you are until you hear a CODE CLEAR announcement. In the event of an actual emergency, hospital staff will immediately notify you. FLOWERS Florists deposit their deliveries at the west information desk. A hospital volunteer will check your admission and deliver them to your room. Please note that flowers are prohibited in the Intensive Care Unit.
GUEST MEAL TRAYS Guest trays are available for a minimal charge. These meals are offered as a convenience to visiting family and friends, and are offered during serving times for patients. Requests for a guest tray must be requested in advance of meal service. To place an order for a guest tray, please notify your nurse. INTERNET ACCESS Wireless “WIFI” Internet is available throughout the hospital. For assistance with Internet access ask your nurse or call our IT Help Desk at Ex. 2940. INTERPRETERS If you experience any communication barriers in receiving care at Lawrence Memorial Hospital, please tell your nurse about your special needs. We can provide the following services: n
Foreign language interpreter
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Sign language interpreter
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Amplified phone and TTY for hard-of-hearing patients
Outgoing mail may be taken to the nurses’ station or given to your attending nurse. Postage stamps are available in the Gift Shop. M.E.T. CODE If you or your family notices a significant change in your condition immediately press your call button, if you do not receive help immediately and you believe it is an emergency like one you would dial 911 for, dial 6400 from any hospital phone. A Medical Evaluation Team (MET) will be there immediately to assess your condition. NEWSPAPERS/MAGAZINES Daily newspapers are provided for each patient room as a generous donation from the LMH Endowment Association. NOTARY PUBLIC The hospital has free notary public service available from 8:00 a.m. to 4:30 p.m., Monday through Friday, for your convenience. If you need notary service, please ask your nurse or call Human Resources at EXT 3004.
MAIL Mail will be delivered once a day to your patient room by hospital volunteers. Patient mail received after discharge will be returned to sender.
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PATIENT/FAMILY EDUCATION When you ask questions and become well informed about your health, you are able to be a more active member of your health care team. As an active team member, you play an important role in improving your health and wellbeing. We encourage you to ask questions. Your nurse also has access to condition-specific education materials. Throughout the year we also offer a number of education classes, many of which are free of charge. Contact ConnectCare 785-749-5800 or review online at www.lmh.org.
PASTORAL CARE The LMH Chaplain Services department provides caring and sensitive attention to the spiritual needs of patients, caregivers and hospital personnel. Chaplain Services shows concern for the patient’s dignity, culture, beliefs and practices. Additionally, Chaplain Services supports the belief that care of the body alone is not effective if mind, heart and soul are ignored. A fulltime, interfaith, board-certified chaplain is on duty throughout the week making patient rounds and working with the health care interdisciplinary team. On-call chaplains are available during the evening and weekend hours. Chaplains seek to be a presence of comfort and peace, supporting the hospital in being a place of healing and hope. The Chaplains are available to offer: n
Confidentiality
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Emotional and spiritual support
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Spiritual wellness presentations, referral and network with community clergy
Chaplain: Rev. Angela Lowe, BCC (Full-time) can be reached at EXT. 3140 An on-call, volunteer chaplain is always available upon request.
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PATIENT MEALS AND MENUS Your hospital diet is an important part of your recovery, and at Lawrence Memorial Hospital, we strive to provide you with an enjoyable dining experience. You will be visited by a Food Service Ambassador who will give you a menu for lunch today, dinner this evening, and breakfast tomorrow from which you can select a variety of wholesome, nourishing and well balanced meals. If you are on a special diet prescribed by your doctor, you will receive menus tailored to your specific needs. If there is something you want that is not on the menu, ask and we will do our best to accommodate. Occasionally your meal may be delayed if you are scheduled for a special test or treatment. Whenever possible, you will be served your meal after your test or examination. SMOKING In recognition of the health, safety and comfort benefits of smoke-free air and the special responsibility we have to maintain a healthy and safe environment, Lawrence Memorial Hospital prohibits smoking in our facilities and on our grounds, including all offsite campuses. Smoking cessation aids may be ordered by a doctor for patients who identify themselves as smokers.
Quitting smoking is one of the single most important things you can do for your health. The Community Education Department provides smoking cessation classes free of charge to all community members. Call 785-749-5800 for information on classes. Smoking cessation brochures with contact information are available in the Health Resource Room. You can also call the Kansas Tobacco Quitline at 1-800-QUIT-NOW (1-800-784-8669) or log on to www.QuitNow.net. Quitting is hard work. The staff of Lawrence Memorial Hospital wants to do everything we can to help you succeed. Talk to your doctor, your nurse or your respiratory therapist if you would like to become part of a “Stop Smoking” program. TELEPHONE Telephones are provided in all patient rooms. To place a local call, dial “9” and then the phone number. Long distance calls are not permitted from patient rooms. Contact your nurse for special circumstances.
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PAIN RATING SCALE Use the scale to tell your doctor or nurse how severe your pain is.
0 No Hurt
2 Hurts Little Bit
4 Hurts Little More
6 Hurts Even More
TV Televisions are provided in each patient room. Please be considerate of others and keep the TV volume down. The sets are controlled by the pillow speaker, which may be clipped to your bed or by controls located on the side rail panel. All televisions have closed captioning available for the hearing impaired. VALUABLES If you have valuables, such as jewelry, prescriptions and cash, credit cards, etc., please give them to a relative or friend to take care of during your hospital stay or ask a nurse to have them put in the hospital safe. The hospital cannot accept responsibility for personal items or valuables left in your room.
Comfort Care Having you comfortable is an important part of your treatment. Please let your nurse or doctor know when you experience pain or discomfort, if your pain is not relieved, if you have any concerns about taking medications or if you have questions about your pain treatment plan. You are the expert about how you are feeling. Be sure to tell your doctor or nurse when you have any kind of discomfort. To help describe your pain, be sure to report: n
When the pain began
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Where you feel pain
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If the pain is constant, or if it comes and goes
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What, if anything, makes the pain feel better
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What, if anything, makes the pain feel worse
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How the pain feels—sharp, dull, throbbing, burning, tingling
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How much, if any, pain your medicine is taking away If your medicine helps with the pain, how many hours of relief do you get?
Lawrence Memorial Patient Guide
Safety
Cover your mouth and nose
INFECTION PREVENTION Avoiding contagious diseases like the common cold, strep throat, and the flu is important to everyone. Here are five easy things you can do to fight the spread of infection.
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Use soap and warm water, wash well, making sure to get all the spaces between your fingers. Or use hand sanitizer when your hands are not visibly soiled.
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Before doctors, nurses, dentists and other health care providers treat you, ask them if they’ve cleaned their hands. Health care providers should wear clean gloves when they take throat cultures, remove dentures, take blood, touch wounds, or body fluids, and examine mouth or private parts. Don’t be afraid to ask them if they should be wearing gloves.
Many diseases are spread through sneezes and coughs. When you sneeze or cough, the germs can travel three feet or more! Cover your mouth and nose to prevent spread of infection to others. Use tissue or the bend of your elbow to cover your sneeze or cough, then wash your hands.
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Stay away from other people. Don’t shake hands or touch others. When you come for outpatient medical treatment, call ahead and ask if there is anything you can do to avoid infecting people in the waiting room.
Health care providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them.
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Get shots to avoid disease and fight the spread of infection
Make sure that your vaccinations are current – even for adults. Check with your doctor about shots you may need. Vaccinations are available to prevent these diseases. n Mumps hicken pox C n n Diphtheria Measles n n Hepatitis Tetanus n n Meningitis Shingles n Flu n Whooping cough (Pertussis) n German Measles (Rubells) n Pneumonia (Streptococcus pneumonia) n Human papilomavirus (HPV) n
PREVENTING FALLS Falls may happen for many reasons, some being: medication side effects, muscle weakness due to surgery or illness, slippery or wet floors, trouble seeing, or obstructed pathways. To prevent falls, ask for help, keep your call button within easy reach, talk to your doctor and know the side effects of your medications. Make sure you turn the lights on when you enter a room and your pathway is clear. Replace rubber tips on walkers and canes and wear non-slip shoes. The unfamiliar environment of the hospital introduces some risk for falls for all patients. Falls can cause injuries (bruises, cuts, broken bones) that worsen a patient’s health condition. It takes all of us to make the environment as safe as possible. Our staff will evaluate your risk for falls while you are in the hospital. If you are considered at greater risk for falls, we will: n n
Place a yellow band on you that says “Fall Risk” Place a yellow sign on the door of your room that says “Help Prevent Falls”
These items will help alert our staff to your risk for falls. You play an important role in protecting your own safety while you are in the hospital: n
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Discuss your fall risk with your nurse. Ask if you should have assistance getting out of bed. Use your nurse call light to call if you need assistance.
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Be aware that your medications may cause side effects that increase your risk for falls. When you change to a sitting or standing position, move slowly so you do not become dizzy. Have adequate lighting for your activities. U se your assistive devices, such as glasses, hearing aids, or walkers. Wear non-slip footwear when you are out of bed. W atch for wet floors or obstacles that may cause you to slip or trip. emind your health care R providers to leave your nurse call light, over-bed light cord, telephone, and personal items within your easy reach. Maintain your strength by staying as active as possible with the appropriate assistance.
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Reminding you of the above safety precautions. Watching your environment for hazards and asking the nursing staff for help, if needed.
Keeping your bed at the lowest position when care is not being given. Keeping brakes on beds, carts, and wheelchairs locked when not in transit.
For adolescent and adult patients, all four bed rails are not raised routinely. PREVENTING MEDICATION ERRORS By taking part in your own care, you can help the members of your health care team avoid medication errors. Here’s how: n
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Your family members also can help protect your safety while you are in the hospital by: n
Keeping the room neat and clear of obstacles.
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Be sure that all of your doctors know what medications you have been taking, including prescription drugs, over-the-counter medications, herbal and vitamin supplements, natural remedies and recreational drugs. Be sure that all of your doctors know of any allergies you may have—to medications, anesthesia, foods, latex products, etc. W hen you are brought medications or IV fluids, ask the person to check to be sure you are the patient who is supposed to receive the medications. Show that person your ID bracelet to double-check. n n n
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Remember you play an important role in helping to reduce medication errors. Pharmacists at Lawrence Memorial Hospital play a key role in: n
Promoting safe medication systems Monitoring medications for potential side effects
KNOW YOUR MEDS While you are hospitalized, your doctor may prescribe medications for you. A pharmacist will visit with you about these medications.
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You play an important role in protecting your own safety regarding medications while you are in the hospital.
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Can I take a generic version of this medicine?
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What am I taking this medicine for?
Should you question any medications, don’t hesitate to ask your nurse or pharmacist.
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QUESTIONS YOU SHOULD ASK ABOUT MEDICATIONS: n What are the brand name and generic names of this medicine?
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Optimizing medication therapy.
Does this new prescription mean I should stop taking any other medicines I’m taking now? How do I take the medicine and how often do I take it? If I need to take it three times a day, does that mean to take it at breakfast, lunch, and dinner, or to take it every 8 hours? Do I need to take it all, or should I stop when I feel better? How long will I be taking it? Can I get a refill? How often can I get a refill? Are there any tests I need to take while I’m on this medicine? When should I expect the medicine to start working? How can I tell if it’s working? When should I tell the doctor about a problem or side effect? Are there foods, drinks (including alcoholic beverages), other medicines, or activities to avoid while I’m taking this medicine? What are the side effects that can happen with this medicine?
Lawrence Memorial Patient Guide
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hat should I do if I have a W side effect? What happens if I miss a dose? hat printed information W can you give me about this medicine?
Before discharge a Pharmacist will visit you to answer any questions you may have. A printed list of your medications, why, in what dosage, and who prescribed them will be given you upon discharge. DEEP-VEIN THROMBOSIS (DVT) occurs when blood clots form in the legs and block circulation. The clots can lodge in the brain, heart or lungs, causing damage or even death. When you’re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. Tell your doctor or nurse if you have any of the following warning signs: n
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leg cramp or charley horse A that gets worse welling and discoloration in S your leg, upper arm or neck nexplained shortness of U breath hest discomfort that gets C worse when you breathe L ight-headedness or blacking out
SPEAK UP – YOU’RE IN CHARGE During your stay, the doctors, nurses and staff of LMH will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns, and don’t be afraid to raise any issues relating not only to your care and treatments, but also to overall hospital services. n
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S PEAK UP: Ask questions and voice concerns. It’s your body and you have a right to know. AY ATTENTION: Make sure P you’re getting the right treatments and medicines. DUCATE YOURSELF: Learn E about the medical tests you get and your treatment plan. WHAT MEDS & WHY: Know what medicines you take and why you take them. A SK: If necessary, pick a trusted family member or friend to assist you in asking questions. ARTICIPATE IN YOUR CARE: You P are the center of the health care team.
Take notes when you speak with your doctor or have a trusted friend or family member take notes for you so you can refer to them later. Also ask for any written information your doctor may be able to provide about your condition and/or treatments. Remember, you are in charge. n n n
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DON’T BE AFRAID TO ASK A number of people may enter your hospital room. Be sure to: n
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Ask for the identification of anyone who enters without a visible name badge on. Speak up if hospital staff doesn’t ask to check your name and date of birth on your ID band. Ask if the person has washed their hands before they touch you. If you are told you need certain tests or procedures, ask why you need them, when they will happen, and how long it will be before you get the results. If your medications look unfamiliar or you don’t know what they are for, ask your nurse, doctor or pharmacist.
WHAT YOU CAN EXPECT FROM US Lawrence Memorial Hospital is committed to respecting and protecting the rights of our patients. Honoring these rights is an important part of caring for you. The patient has the following rights regarding information about their care: n
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Courtesy of the Joint Commission
Patient Rights and Responsibilities A PARTNERSHIP We believe most patients want to understand and actively participate in their health care. We respect and value your role in making decisions about your health care, and we are committed to protecting your rights as a patient.
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To have information tailored to a patient’s age, language, and ability to understand To receive language interpreting and translation services, if desired To receive information in a manner that meets the patient’s needs if they have vision, speech, hearing, or cognitive impairments To know the name, identity and professional status of all people providing services, including the doctor who is primarily responsible for their care To receive complete and current information about diagnosis, treatment and prognosis in terms that the patient can understand To have access to all information contained in the medical record To have an explanation of any proposed procedure, drug or treatment in terms that the patient can understand
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To accept or refuse any procedure, drug or treatment and to be informed of the consequences of any such refusal To designate a support person to make decisions about visitors for them if they are unable to make or communicate those decisions. The patient may designate a support person different from their legal representative or surrogate decision-maker for health care decisions.
caregivers of realistic patient care options when hospital care is no longer appropriate n
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To know about the option of organ, tissue or eye donations, if applicable to their situation T o know if their care involves research or experimental treatment. The patient has the right to consent to this or refuse to participate. To be informed about unanticipated outcomes of care, treatment, and services
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To access, request amendment to , and obtain information on disclosure of their health information in accordance with laws and regulations To ask about the hospital’s ownership interests in organizations to which they are referred To be informed of any hospital policies, procedures, rules or regulations that apply to their care
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T o voice a complaint about an unresolved or safety issue concerning their care, without fear of retribution or changes in care. The patient can expect the hospital to respond, as well as provide a reasonable resolution when possible.
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To file a grievance with the state agency, regardless of whether they first use the hospital complaints/grievance process
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To expect reasonable continuity of care and to be informed by
To examine their bill and receive an explanation of the charges, regardless of the source of payment for their care
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To participate in the development and implementation of their plan of care To participate in the discharge planning process To formulate advance directives for treatment and expect that these will be honored To appoint a surrogate decision-maker to make health care decisions for them in the event that they lose the capacity to make these n n n
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decisions, or choose to have that surrogate make decisions on their behalf n
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To have their family involved in their care, treatment, and services to the extent permitted by them or their surrogate decision-maker To choose whom may visit while at the hospital, to change their mind about whom may visit, and to be provided an explanation of the circumstances under which we may restrict visitation To have a family member, friend, or other individual present for emotional support during their stay To have assistance in obtaining a consultation with another doctor regarding their care. This consultation may result in additional costs to them. T o request a consultation with a member of the hospital’s Ethics Committee concerning ethical issues regarding their care To refuse care, treatment, and services To be transferred to another facility at their request or when medically appropriate and legally permissible. The patient has the right to a complete explanation about the need for a transfer and alternatives to such a transfer. The facility they will be transferred to must first accept them as a patient.
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The patient has the following rights regarding privacy surrounding their care: n
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To personal privacy. Discussions about their care, consultations, exams and treatments will be conducted as discreetly as possible and on a need to know basis. To expect that all communications and records related to their care will be treated confidentially
The patient has the following rights regarding safety, protection and comfort during their care: n
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T o have a family member or representative of their choice and their own doctor notified promptly of their admission to the hospital To receive safe, quality care To receive care in a safe setting that is free of abuse (mental, physical, verbal or sexual), neglect, exploitation or harassment To be free from seclusion and restraints unless clinically necessary To have access to protective services To have religious and other spiritual services accommodated To expect supportive care even if they are dying or have a terminal illness. This includes:
– Appropriate management of pain
allergies or medications currently taken
– Treatment of uncomfortable symptoms
– Patients are expected to tell staff about any matters pertaining to their health or any unexpected changes in condition. They are expected to give a complete description of any symptoms they have.
– Support of psychological and spiritual needs Note: If patient is unable to exercise the rights listed here, their legal guardian, next of kin or legally authorized surrogate has the right to exercise them on their behalf. In certain circumstances, laws or regulations may authorize limitations upon their ability, or that of a surrogate, to exercise any of the rights listed. PATIENT RESPONSIBILITIES To foster mutual trust, respect and cooperation in meeting their health care needs, we want patients to understand their responsibilities.
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To provide correct information. The patient has the responsibility to give their doctor and other hospital staff any information needed to provide them with the best care. They should expect staff to ask questions concerning: – Current illness(es) – Past illnesses – Past hospitalizations – Any risks to their condition, such as those caused by
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To ask questions or acknowledge when they do not understand the treatment course or care decisions. To follow the treatment plan. Patients should tell us if they have any concerns about their ability to follow the plan of care. They are responsible for asking questions so they understand what might happen if they do not follow the plan of care. To follow all hospital rules, such as the tobacco-free policy and visitor guidelines for adults and children. We ask visitors to check with the nurse’s station for visitation guidelines for that care area. To respect other patients, doctors and hospital staff. All patients need and should expect a quiet healing environment. They are expected to ask their visitors to speak softly and avoid making loud noises. Patients are expected to treat doctors and hospital staff with consideration and avoid any instances of verbal or physical abuse. n n n
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To select someone they trust to speak for them in the event that they cannot speak for themselves. Patients should inform their doctors and nurses when they select someone as their surrogate decision-maker. We encourage them to prepare a written document that names their decision-maker(s). This document is called a Durable Power of Attorney for Health Care or a Health Care Directions Form. To be fully involved in their discharge plan. The patient and their family members are responsible for participating to the fullest extent possible in planning for their care after leaving the hospital. To consent to a blood test if any health care worker comes in contact with their blood. A blood test for HIV, hepatitis B or hepatitis C will not become part of their hospital medical record. The purpose of the test is to relieve the anxiety of the exposed health care worker and to begin that worker’s treatment as soon as possible, if necessary. T o provide any information needed to process their bill and promptly meet any financial obligations. They are responsible for providing accurate and current information about their insurance and for paying their bill. The patient and/or family
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members should ask questions if they do not understand the hospital bill. Note: If patient is part of a research study, it is important that they contact the researcher when admitted. CONCERNS If you have concerns about the care you or your family member received, please speak with the director of the unit, your doctor or the nursing supervisor. If you feel your issue wasn’t resolved contact: Patient Advocate: Ext. 3152 (785-505-3152) Email: patientadvocate@lmh.org Director of Quality Services Ext. 3157 (785-505-3157) Mailing Address: LMH Quality Services Dept. 325 Maine Street Lawrence, KS 66044 Or Kansas Department of Health & Environment 1000 SW Jackson St., Suite 340 Topeka, KS 66612 800-842-0078 Or The Joint Commission Office of Quality Monitoring One Renaissance Boulevard Oakbrook Terrace, Illinois 60181 E-mail: complaint@jointcommission.org Fax: 630-792-5636
Advance Directives You have the right to make decisions about your own medical treatment. These decisions become more difficult if, due to illness or a change in mental condition, you are unable to tell your doctor and loved ones what kind of health care treatments you want. That is why it is important for you to make your wishes known in advance. Here is a brief description of each kind of directive: DURABLE POWER OF ATTORNEY FOR HEALTHCARE A legal document that names a person (agent) you appoint to make your medical decisions if you are unable to do so. Choose someone you know well and trust to represent your preferences. Be sure to discuss this with the person before naming them as your agent. Remember that an agent may have to use their judgment in the event of a medical decision for which your wishes aren’t known. Once written, it should be signed, dated, witnessed/notarized, copied and put into your medical record.
LIVING WILL It is a set of instructions documenting your wishes about lifesustaining medical care. It is used if you become terminally ill, incapacitated, or unable to communicate or make decisions. A living will protects your rights to accept or refuse medical care and removes the burden for making decisions from your family, friends and medical professionals.
A member of the Social Work team, 785-505-6149, will be happy to meet with you and/or your family to answer any questions regarding your advance directives. If you choose to complete one it is important that you provide a copy to members of your health care team and the hospital. You may designate a support person to make decisions about your visitors if you are unable to make or communicate those decisions. You may designate a support person different from your legal representative or surrogate decision-maker for health care decisions.
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DO NOT RESUSCITATE DIRECTIVE A signed, dated and witnessed document that allows an adult to state in advance his/her decision that if his/her heart stops beating or breathing stops, no medical procedure will be undertaken to restart the heart or breathing. This document must be signed by a physician. ETHICS COMMITTEE Ethics Committee members are available when difficult decisions are being faced. This can be helpful when the people involved do not agree with your wishes or do not understand their options. Ask your nurse, doctor or social worker if you would like the help of the Ethics Committee.
Your Health Care Team Staff Definitions CASE MANAGERS, SOCIAL WORKERS AND COMMUNITY CARE NAVIGATOR (EXT. 6149) Social workers are available to assist you with discharge planning and arrangement of home care, admission to long-term care facility or rehabilitation care. They can refer you to multiple community resources as needed. Social workers also offer emotional support and guidance to help patients and their families deal with financial, social and emotional problems related to illness or hospitalization. Case managers will review your
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medical record for medical necessity related to inpatient or outpatient observation services. They will also communicate with your insurance carrier for authorization of services and check benefits for discharge planning. Community care navigator offers a follow-up program for patients who sometimes find recovery at home harder than anticipated and may require additional services. Patients are contacted within 72 hours after hospital discharge: n n
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To discuss your discharge To assist in your continued recovery at home To assist with follow-up visits to your primary care doctors To assess any needs for community resources
CHAPLAIN (EXT. 3140) The hospital chaplain and a group of volunteer ministers are available to all patients and their families. Please contact your nurse to request these services. A chapel is located on Second Floor adjacent to ICU, behind the visitor elevator. CLINICAL ASSOCIATE (CA) A clinical associate provides basic level patient care, which includes, but is not limited to: hygiene care, fingerstick lab procedures, checking vital signs and assisting with activity/ mobility.
DIETITIANS A registered dietitian will review your medical record and work with your health care team to develop a nutrition care plan for you. Registered dietitians are also available to educate you about any diets you may need to follow after you are discharged. DOCTORS Your primary care doctor, a specialist, hospitalist or nurse practitioners (APRN) will supervise your care while you are in the hospital. ENVIRONMENTAL SERVICES ASSOCIATE Cleans patient rooms daily, cleans and prepares room after each discharged patient. HOSPITALIST Hospitalists are board-certified doctors or advanced practice registered nurses (APRN) who specialize in caring for patients admitted to the hospital. The hospitalist who treats you will be in contact with your primary care doctor during your stay and at discharge. Please schedule your post hospitalization followup visits with your primary care doctor, as the hospitalists practice inpatient medicine only. NURSES Many nurses may be involved in your care. A Registered Nurse (RN) is responsible for initial and ongoing assessments and direct care. She/he will also collaborate
with the doctor to prepare a plan of care for your hospital stay and your recovery. A licensed practical nurse (LPN) will assist you with your care, assessments and medications. An advanced practice registered nurse (APRN) may come to help you learn more about your illness and offer to help in coordination of your care. PAIN RESOURCE TEAM The team includes specialized nurses who help individuals with severe and disabling pain. The team evaluates each patient and develops a personal treatment plan. The Pain Resource Team approaches each case individually to identify the true cause of pain and provide a personal treatment program. PALLIATIVE CARE CONSULT TEAM The Palliative Care Consult Team is an interdisciplinary team of professionals with advanced training in the care of patients with life threatening and severe advanced illness that is expected to progress toward dying. Care is focused on alleviation of suffering and promotion of quality of life. Major concerns include pain and symptom management, patient and family support, information sharing, advanced care planning and coordination of care.
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PATIENT ADVOCATE (EXT. 3152) A Registered Nurse (RN) helps you understand the complexities of your care and helps you navigate through the health care system. The patient advocate can also help with issues related to the quality of the services you receive or the facility itself during your stay. PERSONAL CARE ASSOCIATE (PCA) Cleans patient rooms, delivers and retrieves meal trays and assists other caregivers with basic level patient care. PHARMACISTS The hospital pharmacist participates in patient rounds and clinical decision making with the care team and doctor. She/he prepares patient medication and monitors the effects. The pharmacy helps ensure that medications are used safely and effectively while patients are hospitalized and provides patient education regarding medications to help you understand exactly what they are and why they are being prescribed. PSYCHIATRIC CONSULTATION TEAM At the request of nurses, doctors and Social Work staff, the Psychiatric Consultation team provides psychiatric assessment and care for the patient. The Team consists of an experienced psychiatric nurse and an on-call psychiatrist
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or APRN. The team also is instrumental in serving in a teaching role to other staff regarding mental health issues and is a resource for doctors. REHABILITATION THERAPISTS Physical therapists, occupational therapists, speech pathologists and audiologists will work with you, your family and your medical team to help meet goals of recovery. Therapy may range from brief consultation to long-term intervention based on the extent of your injuries or illness. RESPIRATORY THERAPISTS Respiratory therapists are licensed clinicians that will help with any breathing disorder. Working directly with doctors and other health care staff, they help develop specific treatment plans and suggest modifications to those plans to assist with breathing. Along with pulmonary rehabilitation therapists, pulmonary function technologists and sleep technologists, respiratory therapists work closely with patients ranging from premature babies to older patients who need regularly scheduled respiratory assessment, treatment and intervention. TECHNICIANS AND TECHNOLOGISTS Skilled health professionals perform and assist with
laboratory and other procedures, including x-rays, mammograms, ultrasound, CT scans, MRIs, cardiac catheterization, radiation therapy and other procedures that help in diagnosing and treating your illness or injury. UNIT RECEPTIONIST Supports team members by answering the intercom when you push your call light, following up on your request with your caregiver and making necessary phone calls for required services and information. VOLUNTEERS Volunteers give thousands of hours each year to our hospital to enhance the care of our patients and families. They provide support throughout the hospital, including staffing the information desk, delivering mail and flowers, operating the Gift Shop and escorting patients. WOUND CARE TEAM This team of experienced nurses and therapists provides a comprehensive program designed to offer high-quality care to patients suffering from chronic, non-healing wounds or wounds that have not responded to traditional treatment. The team strives to provide a plan to heal the patient’s wound and, more
importantly, address the underlying cause. If you have a wound that is not improving, ask your doctor about the LMH Wound Healing Center.
Your Privacy and Information You have privacy rights under a federal law that protects your health information. These rights are important for you to know. Federal law sets rules and limits on who can look at and receive your health information.
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Information your doctors, nurses and other health care providers put in your medical records Conversations your doctor has with nurses and others regarding your care or treatment Billing information about you
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YOU HAVE RIGHTS OVER YOUR HEALTH INFORMATION Providers and health insurers who are required to follow this law must comply with your right to: n
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sk to see and get a copy of A your health records ave amendments added to H your health information eceive a notice that tells you R how your health information may be used and shared ecide if you want to give your D permission before your health information can be used or shared for certain purposes, such as for marketing et a report on when and why G your health information was shared for certain purposes File a complaint
To make sure that your health information is protected in a way that doesn’t interfere with your health care, your information can be used and shared: n
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F or your treatment and care coordination To pay doctors and hospitals for your health care ith your family, relatives, W friends or others you identify who are involved with your health care or your health care bills, unless you object
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To make sure doctors give good care and nursing homes are clean and safe To protect the public’s health, such as by reporting when the flu is in your area To make required reports to law enforcement
WITHOUT YOUR WRITTEN PERMISSION, YOUR PROVIDER CANNOT: n Give your health information to your employer n
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Adapted from U.S. Department of Health & Human Services Office for Civil Rights HIPAA If you believe your health information was used or shared in a way that is not allowed under the privacy law or if you weren’t able to exercise your rights, you can file a complaint with the LMH Privacy Officer by calling 785.505.3159 or the Compliance Hot Line at 877-474-1363. You can also file a complaint with the U.S. Government. Go online to www.hhs.gov/ocr/hipaa/ for more information.
COPIES OF MEDICAL RECORDS Lawrence Memorial Hospital recognizes the patient’s right to inspect and obtain a copy of, or release to designated others, their protected health information (PHI) contained in a designated record set. These requests shall be accompanied by the appropriate verification of identity and written authorization. Contact Health Information Management Systems (Medical Records) at 785-505-3093 to obtain a Release of Health Information form. The form is also available for download on the website at www.lmh.org.
Preparing for Discharge LEAVING THE HOSPITAL When it’s time to be released from the hospital, your doctor will authorize a hospital discharge. This doesn’t necessarily mean that you are completely well—it only means that you no longer need hospital services. If you disagree, you or your caregiver can appeal the decision.
IF YOU DISAGREE You or a relative can appeal your doctor’s discharge decision. If you are a Medicare patient, be sure you are given “An Important Message from Medicare” from the hospital’s discharge planner or care manager. This details your rights to remain in the hospital for care and provides information on who to contact to appeal a discharge decision.
This starts a discharge plan. You and your caregiver should meet a discharge planner relatively early in your hospital stay; if not, find out who this person is and be sure to meet with them well before your expected discharge date. Ask your health care team for help in identifying your transitional needs for after hospital care, such as companions, personal care aides, and homemakers; durable medical equipment; home pharmacy/ infusion (I.V.) services; long-term care services, social services; and hospice.
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DON’T LEAVE UNTIL... Make sure you have the following information before you leave the hospital: 1. D ischarge summary: This is an overview of why you were in the hospital, which health care professionals saw you, what procedures were done, and what medications were prescribed. 2. M edications list: This is a listing of what medications you are taking, why, in what dosage, and who prescribed them. Having a list prepared by the hospital pharmacy is a good way to double-check the information. 3. R x: A prescription for any medications you need. Be sure to fill your prescriptions promptly so you don’t run out of needed medications. These will be faxed to the pharmacy of your choice. 4. F ollow-up care instructions: Make sure you have paperwork that tells you: n
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What, if any, dietary restrictions you need to follow and for how long What kinds of activities you can and can’t do, and for how long
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How to properly care for any injury or incisions you may have What follow-up tests you may need and when you need to schedule them What medicines you must take, why, and for how long When you need to see your primary doctor Any other home-care instructions for your caregiver, such as how to get you in and out of bed, how to use and monitor any equipment, and what signs and symptoms to watch out for. Telephone numbers to call if you or your caregiver has any questions pertaining to your after-hospital care
5. Community resources: You and your caregiver may feel unprepared for what will happen after your discharge. Make sure your discharge planner provides you with information about local resources, such as agencies that can provide services like transportation, equipment, home care and respite care.
After-Hospital Care Definitions ASSISTED LIVING An apartment in a long-term care facility for elderly or disabled people who can no longer live on their own but who don’t need a high level of care. Assisted-living facilities provide assistance with medications, meals in a cafeteria or restaurant-like setting, and housekeeping services. Nursing staff is on site. Most facilities have social activities and provide transportation to doctors’ appointments, shopping, etc. DURABLE MEDICAL EQUIPMENT (DME) Medical equipment that is ordered by a doctor for use in a patient’s home. Examples are walkers, crutches, wheelchairs and hospital beds. DME is paid for under both Medicare Part B and Part A for home health services. HOME HEALTH CARE Part-time health care provided by medical professionals in a patient’s home to maintain or restore health. It includes a wide range of skilled and non-skilled services, including part-time nursing care, therapy, and assistance with daily activities and homemaker services, such as cleaning and meal preparation. Medicare defines home health care as intermittent, doctor-ordered medical services or treatment.
HOSPICE A licensed or certified program that provides care for people who are terminally ill and for their families. Hospice care can be provided at home, in a hospice or other freestanding facility or within a hospital. Make sure you or your caregiver have all necessary paperwork for billing. INDEPENDENT LIVING Communities for seniors who are very independent and have few medical problems. Residents live in private apartments. Meals, housekeeping, maintenance and social outings and events are provided. LONG-TERM CARE FACILITY A residential facility for people with chronic illness or disability, particularly elderly people who need assistance for most or all of their daily living activities, such as bathing, dressing and toileting. Long-term care facilities provide 24-hour skilled care. Many of these facilities also provide short-term rehabilitative stays for patients recovering from an injury or illness. Some facilities also have a separate unit for residents with Alzheimer’s disease or memory loss. PALLIATIVE CARE Palliative care emphasizes a patient’s comfort when severe advanced illness is expected to progress toward dying. Palliative care addresses the management of pain and physical n n n
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discomfort, spiritual, emotional, psychological, financial, and legal needs of the patient and his or her family. RESPITE CARE Provides a temporary break for caregivers. Patients spend time in programs such as adult daycare or longer stays in a care facility.
Billing It is the goal of Lawrence Memorial (LMH) to bill for all services on an accurate and timely basis. Based on information you provide, LMH will bill your insurance carrier or other third party payer (Medicare, Medicaid, etc. ) for services provided. After payment is received, you will receive a bill for any remaining balance (deductible co-payment, etc.). Although you will initially receive a summarized billing statement, itemized statements are always available on request. WHAT A HOSPITAL BILL COVERS The hospital bill covers the cost of your room, meals, 24 hour nursing care, laboratory work, tests, medication, therapy, and the services of hospital employees. You will receive a separate bill from your doctors for their professional services.
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PATIENT FINANCIAL SERVICES The hospital billing process can be very confusing but the LMH Patient Financial Services staff is always available to assist you. If you have any questions, regarding your billing statement or need to make payment arrangements or apply for financial assistance, do not hesitate to contact Customer Service within the Patient Financial Services Department at 1-800-749-4144 (toll free) or 785-505-2922. Monday through Friday, 8:30 a.m. to 4:30 p.m. MEDICARE The hospital is an approved Medicare provider. All services billed to Medicare follow federal guidelines and procedures. At the time of service, you will be asked to answer questions to help determine the primary insurance carrier paying for your visit. This is referred to as a Medicare Secondary Payor Questionnaire and is required by federal law. Medicare Part B generally covers care you get in a hospital outpatient setting, like an emergency department, observation unit, surgery center, or pain clinic. Part B only covers certain drugs in these settings, such as drugs given through an IV (intravenous infusion). Sometimes people with Medicare need “selfadministered drugs” while in hospital outpatient settings. “Selfadministered drugs” are drugs you would normally take on your
own, such as daily medications prescribed by your doctor that you take at home. Part B generally does not pay for self-administered drugs unless they are required as part of an outpatient procedure you are getting. If you get self-administered drugs that are not covered by Medicare Part B while in a hospital outpatient setting the hospital may bill you for the drug. UNINSURED All billed patients will have the opportunity to contact Lawrence Memorial Hospital regarding financial assistance for their accounts. Financial assistance may include charity care, payment arrangements, medical assistance, or other applicable programs. To obtain an application form or ask for more information, contact a financial counselor at 785-505-2922. The hospital’s financial assistance program and guidelines are available on our website at www.lmh.org.
Giving Back VOLUNTEERS LMH is a supportive, engaging and diverse hospital where you can use your skills or gain new skills. Volunteering with us offers you the opportunity to contribute to your community and meet other great volunteers. Helping people is what volunteering is all about. For more information, call 785-505-3141.
HELPING US HELP OTHERS Lawrence Memorial Hospital is committed to providing quality health care regardless of the patient’s ability to pay. Please help us help others by making a contribution to the LMH Endowment Association. Your gift will also help us enhance our services, programs and facilities to better care for our community. Tax-deductible gifts can be made in the form of cash, check, credit card or stocks. You may also remember Lawrence Memorial Hospital Endowment Association in your will or through life insurance, among other gift options. For more information, contact the Endowment office at 785-505-6134.
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Visitor Information Visits from relatives and friends can play an important part in patient recovery. The hospital prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression, national origin or source of payment. The hospital allows a family member, friend, or other individual to be present with the patient for emotional support while they’re in the hospital. The individual may or may not be the patient’s surrogate decisionmaker or legally authorized representative. VISITATION Lawrence Memorial Hospital would like to encourage visiting times that promote rest and patient well being while considering patient privacy and the patient’s emotional and health care needs. VISITOR/CAREGIVER AFTER HOURS CHECK-IN For your safety the hospital requires all visitors/caregivers to enter through the Emergency Entrance during the hours of 9:00 p.m. and 5:00 a.m. Their name, identification and destination will be documented and they will be issued a visitor’s tag. Unless there is a special
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reason, please encourage your visitors to visit before 9:00 p.m. The hospital is staffed with security that patrols the facility and campus. PARKING Visitor and patient parking is located on the west side of Lawrence Memorial Hospital along Arkansas Street between Fourth and Third streets. This entrance is open until 9:00 p.m. daily. For Surgery and Radiology patients additional parking is provided by the Maine Street Entrance. This entrance closes at 6:00 p.m. Valet parking is provided at the Arkansas Street circle drive, Monday through Friday, 7:30 a.m. to 4:00 p.m. SMOKING Lawrence Memorial Hospital prohibits smoking in our facilities and on our grounds, including all offsite campuses. LMH provide smoking cessation classes at no charge. For information on quitting smoking or becoming a part of a smoking cessation program, call 785-749-5800. You can also call the Kansas Tobacco Quitline at 1-800-QUIT-NOW (1-800-785-8669) or log on to www.QuitNow.net.
SUNFLOWER CAFE Our cafeteria is located on the lower level just off the visitor elevators. Visitors are welcome to dine in the cafeteria. Cash and credit cards are accepted. Hours: Cafeteria/Grill: 6:30 a.m. – 7:00 p.m. Breakfast Bar: 7:00 a.m. – 10:00 a.m. Lunch Bar: 11:00 a.m. – 2:00 p.m. Supper Bar: 4:30 p.m. – 7:00 p.m. THE KOFFEE KORNER The Koffee Korner is located near the Gift Shop. Hours of Operation are Monday-Friday 7:00 a.m. to 5:00 p.m.
GIFT SHOP The hospital’s Gift Shop is “the best kept secret in town.” Located in the main lobby, our Gift Shop has the perfect “something” for that special person in your life. LMH Gift Shop proceeds support hospital programs and purchase equipment for the hospital. Cash, check and credit cards are accepted. Hours of Operation: Monday, Friday & Saturday: 9:00 a.m. – 5:00 p.m. Tuesday, Wednesday and Thursday: 9:00 a.m. – 8:00 p.m. Sunday: 12 noon – 5:00 p.m. MYLAR BALLOONS Mylar balloons are acceptable, and can be purchased at our Gift Shop. Many individuals are allergic to latex and could even have life-threatening reactions to items as simple as balloons. For this reason, LMH has chosen to restrict the use of latex balloons. AREA LODGING For out-of-town LMH patients and patient family members who may need overnight lodging, discounts may be provided at some area hotels and motels. Please call Ext. 3318 for a current participating list.
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Important Phone Numbers When calling a department within the Hospital, dial the last four digits of the number.
Main Number Patient Information/Lobby Billing/Patient Accounts Sunflower Cafe Dining Area Chaplain/Spiritual Wellness Admissions Diabetes Counseling Service Dietitian Emergency Department Endowment Association Food Services Gift Shop Housekeeping Imaging Services (Radiology) LMH Therapy Services (PT, OT, Speech) Lost and Found Medical Records Pain Management Center Doctor Referral (ConnectCare) Quality Services (Patient Advocate) Safety and Security Social Services Speakers’ Bureau Support Groups (ConnectCare) Volunteer Services Office Waiting Room (Surgery)
785-505-5000 785-505-6105 785-505-2922 785-505-3045 785-505-3140 785-505-6101 785-505-3062 785-505-3037 785-505-6162 785-505-3318 785-505-3037 785-505-3144 785-505-3050 785-505-6194 785-505-2712 785-505-3050 785-505-3093 785-505-4850 785-749-5800 785-505-3152 785-505-3028 785-505-6149 785-505-3066 785-749-5800 785-505-3141 785-505-6188
Please visit us at www.lmh.org
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