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Patient Handbook Baptist Medical Center  North Central Baptist Hospital  Northeast Baptist Hospital Southeast Baptist Hospital  St. Luke’s Baptist Hospital

Your Hospitalization Reference Guide


B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N

Welcome! Thank you for choosing the Baptist Health System for your health care needs. We want you to be very satisfied with the care and services we provide. Please take a few minutes to read the information in this handbook. The handbook offers you information that can make your stay more comfortable and safe. If you have any questions please contact your nurse and/or another member of the Health Team for assistance. Our staff will make sure the appropriate person to answer your questions contacts you.

Health Team During your stay at Baptist Health System you will be cared for by a group of highly trained staff dedicated to managing your care. These caregivers may include the following professionals: physicians, registered nurses (R.N.), licensed vocational nurses(L.V.N.), certified nurse assistants (C.N.A.s), mental healthtechnicians (MHTs), clinical managers, patient representatives, physical therapists, occupational therapists, speech therapists, social workers, case managers, diagnostic staff, pharmacists,dietitians, and chaplains. The white board in your room provides information on who is responsible for your care each day. The information on this board will contain the names of your R.N., L.V.N., C.N.A. for the shift and the Director or Coordinator of the unit with a contact telephone number. We want you to be very satisfied with your care. Please let us know if there is anything we can do to make your stay more comfortable.

For your convenience the Patient Handbook is arranged alphabetically.


B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N

Contents Advance Directives......................................................................................... 4 Directive To Physicians And Family Or Surrogates (Living Will) ..................... 4 Medical Power Of Attorney . ..................................................................... 5 Out-Of-Hospital Do-Not-Resuscitate – DNR .................................................. 6 Declaration For Mental Health Treatment (DMHT)......................................... 6 Surrogate Decision-Maker ......................................................................... 6 Legal Aspects Of Advance Directives ......................................................... 6 Ethics Consultation ................................................................................... 7 Americans with Disabilities Act Compliance ..................................................... 7 ATM Machine................................................................................................. 7 Cafeteria and Dietary Services ....................................................................... 8 Case Management/Social Services.................................................................. 8 Complaints and Grievances . .......................................................................... 8 Additional Notices Regarding Complaints ................................................ 10 Complaints About Physicians And Other Licensees And Registrants of The Texas State Board Of Medical Examiners ........................................... 10 Additional Notices Regarding Patient Care Or Safety:................................ 10 Continued Care ........................................................................................... 11 Electrical Devices.......................................................................................... 11 Financial Responsibility ................................................................................ 11 Questions About Your Bill ........................................................................ 11 Hospital Charges ................................................................................... 12 Billing Policies ....................................................................................... 13 Physicians Practicing At The Baptist Health System...................................... 14

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Gift Shop..................................................................................................... 14 Infection Prevention....................................................................................... 14 What You As A Patient Can Do:............................................................... 14 Preventing Infections In The Hospital.......................................................... 16 Informed Consent ........................................................................................ 16 Interpreter Services........................................................................................ 16 Linen............................................................................................................ 16 Medical Records........................................................................................... 17 Notice Of Privacy Practices ..................................................................... 17 How Will We Use And Disclose Your Medical Information? ....................... 17 What Are Your Rights? ........................................................................... 20 Changes To This Notice .......................................................................... 21 Which Health Care Providers Are Covered By This Notice? ....................... 21 Do You Have Concerns Or Complaints? ................................................... 22 Do You Have Questions? ........................................................................ 22 Local Privacy Official Contact Information . ............................................... 22 Newspapers................................................................................................. 23 Organ, Tissue and Eye Donation.................................................................... 23 Pain Management........................................................................................ 23 Patient Rights Regarding Pain Management............................................... 23 Patient Responsibilities Regarding Pain Management.................................. 23 Parking ....................................................................................................... 24 Patient’s Rights and Responsibilities................................................................. 24 Patient’s Responsibilities .......................................................................... 30

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N Personal Care Items...................................................................................... 32 Photography, Video and Audio Recording....................................................... 32 Patients and Visitors................................................................................. 32 Protective Services........................................................................................ 32 Safety Tips .................................................................................................. 32 General Safety........................................................................................ 33 Medication Safety .................................................................................. 33 Stop the Line........................................................................................... 34 Smoking...................................................................................................... 35 For Your Health... Smoking Cessation . ..................................................... 35 Speak Up..................................................................................................... 36 Patients Are Urged To... Speak Up ........................................................... 36 Suicide Precautions....................................................................................... 37 Crisis Hotline For Suicide Crisis................................................................ 38 TTY/TDD...................................................................................................... 38 Valuables..................................................................................................... 38 Visitor and Patient Smoking............................................................................ 39 Visiting Hours............................................................................................... 39 Volunteers.................................................................................................... 40 Weapons..................................................................................................... 40 Your Patient Information Number.................................................................... 41 Notes.......................................................................................................... 42

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Advance Directives Individuals usually make decisions regarding their health care treatment after their physician recommends a course of treatment and provides information about the treatment. Through documents, known as Advance Directives, individuals can express their treatment preferences before they actually need such care ensuring that their wishes will be carried out and that their families will not be faced with making these difficult decisions. “Advance Directives” are the documents written in advance of the time when you are unable to make health care decisions for yourself because of illness or injury. You have a right to make important legal decisions in advance about your health care. By law, the lack of Advance Directives does not hamper your access to care. Baptist Health System employees and the physicians who practice within the system will abide by your advance directives in accordance with the law. The Baptist Health System may set aside your Advance Directive during invasive procedures in which you may be under anesthesia or sedation. Below is some general information on the four types of Advance Directives recognized under Texas law. The four Texas Advance Directives are: Directive to Physicians and Family or Surrogates (Living Will), Medical Power of Attorney, Out-of-Hospital Do-Not-Resuscitate (DNR), and Declaration for Mental Health Treatment. Advance Directives can be changed or revoked at any time by the patient and/or person who created the Advance Directive. If you wish to complete an Advance Directive please alert your nurse and/or another member of the Health Care Team. Forms and help in understanding what to do are available. Directive To Physicians And Family Or Surrogates (Living Will) A Directive to Physicians and Family or Surrogates, also known as a “living will,” allows you to tell your physician not to use artificial methods to prolong the process of dying if you are terminally ill. A Directive becomes effective only after you have been diagnosed with a terminal or irreversible condition and you are unable to make your wishes known because of illness or injury. If you are a woman and are pregnant, Texas Law cannot allow for the provisions of the living will to go into effect. If you sign a Directive, talk it over with your physician and ask that it be made part of your medical record. If for some reason you become unable to sign a written Directive, you can issue a Directive verbally or by other means of non-written communication, in the presence of your physician.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N If you have not issued a Directive and become unable to communicate after being diagnosed with a terminal or irreversible condition, your attending physician and legal guardian, or certain family members in the absence of a legal guardian, can make your decisions concerning withdrawing, withholding or providing life-sustaining treatment. Your attending physician and another physician not involved in your care also can make decisions to withdraw or withhold life-sustaining treatment if you do not have a legal guardian and certain family members are not available. Medical Power Of Attorney Another type of advance directive is a Medical Power of Attorney, which allows you to designate someone you trust – an agent – to make health care decisions on your behalf in accordance with your wishes, including your religious and moral beliefs, when you are no longer capable of making these decisions yourself. The person you designate must be an adult. You may select a member of your family, such as your spouse, child, brother or sister, or a close friend. If you select your spouse and then become divorced, the appointment of your spouse as your agent is revoked. The following people cannot be appointed as your agent: your treating health care provider; an employee of your health care provider, unless he or she is related to you; or your residential care provider or an employee of your residential care provider, unless he or she is related to you. The person you designate has authority to make health care decisions on your behalf only when your attending physician certifies that you lack the capacity to make your own health care decisions. Your agent cannot make a health care decision if you object, regardless of whether you have the capacity to make the health care decision yourself, or whether a Medical Power of Attorney is in effect. Your agent must make health care decisions after consulting with your attending physician, and according to the agent’s knowledge of your wishes, including your religious and moral beliefs. These decisions can include authorizing, refusing or withdrawing treatment, even if it means that you will die. If your wishes are unknown, your agent must make a decision based on what he/she believes is in your best interest. Texas Law prohibits your agent from consenting to voluntary inpatient mental health services, convulsive treatment, psychosurgery, abortion, or omitting care intended primarily for your comfort.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N Out-Of-Hospital Do-Not-Resuscitate – DNR An Out-of-Hospital DNR Order allows you to refuse certain life-sustaining treatments in any setting outside of a hospital. Among these settings are Home Health, Hospice, Nursing Homes, Ambulances, and Hospital emergency rooms. This Advance Directive must be issued in conjunction with your attending physician and signed by two witnesses. Declaration For Mental Health Treatment (DMHT) Another type of Advance Directive deals with mental hospital treatment only. A Declaration for Mental Health Treatment allows you to tell health care providers your choices for mental health treatment, in the event that you become incapacitated. Unlike the living will and medical power of attorney, which do not expire, the DMHT expires three years from the date that you sign it. If you are incapacitated on that date, the document continues in effect until you are again able to make your own decisions. Surrogate Decision-Maker If you become unable to make your own health care decisions and do not have a legal guardian or someone designated under a Medical Power of Attorney, then certain family members and others can make medical treatment decisions on your behalf. Legal Aspects Of Advance Directives An Advance Directive does not need to be notarized. Neither this hospital nor your physician may require you to execute an Advance Directive as a condition for admittance or receiving treatment in this or any other hospital. The fact that you have executed an Advance Directive will not affect any insurance coverage that you may have.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N For more information on Advance Directives please speak with your primary care physician or ask your nurse to contact Pastoral Care Services, Case Management, Patient Advocates or the House Officer. Baptist Medical Center

(210) 297-7000

North Central Baptist Hospital

(210) 297-4000

Northeast Baptist Hospital

(210) 297-2000

Southeast Baptist Hospital

(210) 297-3000

St. Luke’s Baptist Hospital

(210) 297-5000

Ethics Consultation Patients and families may participate in ethical questions that arise in the course of care, including issues of conflict resolution. The Baptist Health System has a formal process in place to address ethical issues and dilemmas in your care. Should you or your family desire an ethics consultation, please ask your nurse to contact the Hospital Ethics Consultation Team.

Americans with Disabilities Act Compliance If you tell us about a specific disability you have, the Baptist Health System will make our best effort to work with you to ensure that your special needs are met. We can provide assistive devices such as TTY/TDD, or furnish sign language interpreters.

ATM Machine An ATM machine is available in the hospital for your use. The ATM machine is located on the first floor of each hospital. The Baptist Health System does not own the ATM machine and any problems with the ATM machine must be directed to the credit union or bank sponsoring the machine. This information may be obtained on the front of each machine.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N

Cafeteria and Dietary Services All patients on regular or modified/therapeutic diets, as prescribed by a physician, will be assisted daily by a food and nutrition service representative in selecting enjoyable, nutritious meals. There is a full-service cafeteria and grill available for you and your visitors.

Case Management/Social Services The Case Management department has Registered Nurses and Social Workers to help assure that your plan of care runs smoothly and to assist you and your family in planning and arranging necessary care after you leave the hospital. They can also address community resources, coping with your illness, obtaining protective services, and providing information regarding insurance coverage. The department hours are from 8:00 a.m. to 4:30 p.m. Monday through Friday. Case Managers are on call to respond to your needs after hours and on weekends. To contact Case Management, please ask your nurse to assist you.

Complaints and Grievances We want to be very good with the care provided to you by the Baptist Health System. We will do our very best to make sure you receive the best care and services we can provide. We are all dedicated to meeting your needs, keeping you safe, and making your stay with us as comfortable as possible. Should we fail to meet your needs or you are dissatisfied with any aspect of your care, the Baptist Health System has adopted procedures to help you let us know about your concerns and take action to help you resolve them. Patients or their representative may file a verbal or written complaint or grievance.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N The following are frequently asked questions related to complaints and grievances: Q: What should I do if I have a concern or am dissatisfied with my care or hospital stay? A: The most important thing you can do is to let us know about it right away. Talk to your nurse or anyone else involved in your care. They will do their best to help you resolve your concern or find someone who can assist you. Most of the time we can take care of things right away, but we can’t help you if we don’t know about your concern. Q: I already tried that, and it didn’t work. Now what? A: If you feel those providing care to you have not adequately addressed your concerns, contact the manager of the department for assistance. You may also ask to speak with a representative from Administration. Ask your nurse to call and request a visit by the Hospital Administrator or Patient Advocate, or call the operator and request to speak with Administration. Let them know exactly what the concern is and how they can help. Should you need to contact them by telephone, you may contact the hospital operator and request Administration. Dial “0” from a hospital phone. From outside of the hospital, please call the hospital in which you were a patient. The hospital phone numbers are listed below Baptist Medical Center

(210) 297-7000

North Central Baptist Hospital

(210) 297-4000

Northeast Baptist Hospital

(210) 297-2000

Southeast Baptist Hospital

(210) 297-3000

St. Luke’s Baptist Hospital

(210) 297-5000

For all concerns not handled at the time of your complaint, you will receive written acknowledgement of your complaint and written follow up on the outcome of any investigation or corrective action that will include: ŠŠ The decision of the hospital. ŠŠ The name of a contact person at the hospital. ŠŠ The steps the hospital has taken to investigate your complaint/grievance. ŠŠ The results of the complaint/grievance. Certain Federal and State laws give you specific rights with regard to filing grievances and complaints concerning care and services.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N Additional Notices Regarding Complaints Regardless of whether you first use the hospital Complaint Grievances process you may always contact The Texas Department of State Health Services. Texas law gives you the right to file a complaint related to care and services provided by the hospital with the Texas Department of State Health Services. The address is: Texas Department of State Health Services (TDSHS) 1100 West 49th Street Austin, Texas 78756 Phone number: 1-888-973-0022 Complaints About Physicians And Other Licensees And Registrants of The Texas State Board Of Medical Examiners Complaints about physicians, as well as other licensees and registrants of the Texas State Board of Medical Examiners, may be reported for investigation at the following address: Texas State Board of Medical Examiners Attn: Investigations Department, MC-263 P.O. Box 2018 Austin, Texas 78768-2018 Phone number: 1-800-201-9353 Additional Notices Regarding Patient Care Or Safety: If you have any concerns about patient care and safety in the hospital that the hospital administration has not addressed, please contact the Baptist Health System Regional Offices at 210-297-1000 and ask to speak with the Vice President of Quality. If you remain dissatisfied, please contact the corporate office of Vanguard Health Systems at 1-888-895-9945. If you remain unsatisfied, please contact The Joint Commission (TJC) Office of Quality Monitoring by phone at 1-800-994-6610, by fax 630-792-5636 or by email at complaint@jointcommission.org.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N

Continued Care The Baptist Health System provides a variety of services to meet your continued care needs. Fitness and wellness services are available at HealthLink. Outpatient Laboratory, Radiology, Physical Therapy, Occupational Therapy, Audiology, and Speech Pathology are offered at all five hospitals. Acute Rehabilitation and Behavioral Health Services are available at selected locations. Please ask your Case Manager for more information regarding these services.

Electrical Devices Hospital policy limits patients or families/visitors from bringing electrical equipment into the facility. This includes items such as electric razors, hair dryers, and private medical equipment. This is to ensure your safety, and that of our patients. If you are not sure of a certain piece of equipment, please ask your nurse or physician before bringing it to the hospital.

Financial Responsibility Financial Counselors are located in the Admission Services Department. They are available to assist you in making financial arrangements, and to discuss any questions you may have regarding your account. It is expected that deductibles, co-payments and other amounts not covered by insurance will be paid prior to discharge. Accepted forms of payment are cash, personal check and credit card. Payment may be made with the Cashier in the Admission Services Department. Questions About Your Bill After you are discharged, please contact our Customer Service Department at (210) 2979700 or toll free (866) 824-5607 with any questions you may have regarding your account. A statement will be mailed to you for any balance due after your insurance company has processed your insurance claim. Payment is due upon receipt and may be made by coming to any Baptist Health System facility and paying cash, personal check or credit card. Payment may also be made via personal check or credit card by mail, please do not send cash in the mail.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Hospital Charges ŠŠ Baptist Health System will provide our patients and prospective patients (“customers”) with an estimate of the Hospital charges for any elective inpatient admission or non-emergency outpatient surgical procedure or other service on request. This will be provided upon request and before the scheduling of the admission, procedure or service. The estimate will be provided within 10 business days of the request. ŠŠ Please note the following regarding a request of this type: ŠŠ It may delay the scheduling and provision of the inpatient admission, procedure or other service; ŠŠ The actual charges for an inpatient admission, outpatient surgical procedure or other service will vary based on the person’s medical condition and other factors associated with performance of the procedure or service; ŠŠ The actual charges for an inpatient admission, outpatient surgical procedure or other service may differ from the amount to be paid by the customer or the customer’s insurance or third-party payer; ŠŠ The customer may be personally liable for payment for the inpatient admission, outpatient surgical procedure or other service depending on the customer’s health benefit plan coverage; ŠŠ The customer should contact his health benefit plan for information regarding the plan structure, benefit coverage, deductibles, co-payments, coinsurance and other provisions that may impact the customer’s liability for payment for the inpatient admission, outpatient surgical procedure or other service. ŠŠ After Discharge or after services have been provided Baptist Health System will provide: ŠŠ An itemized billing statement of the services you were provided with be provided within 10 business days of your request. ŠŠ An itemized statement will also be provided to your insurance provider or a third-party payer responsible for paying all or part of the services provided you. Your insurance company or third-party payer must request the statement from the hospital and must have received a claim for payment for these services. We will provide the itemized statement to the insurance carrier or third-party payer within 30 days of its request. ŠŠ If you, your insurance carrier or a third-party payer requests more than two copies of the itemized statement, the Hospital will charge a fee for the third and subsequent copies.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ If you overpay a bill for services, a refund will be provided to you within 30 days of the Hospital determining that an overpayment has been made. ŠŠ The Hospital has established procedures for handling customer complaints, if you have a complaint please ask to speak to an account representative, patient advocate, or a member of the Management Team. If we are unable to resolve your complaint please call our Regional office at 210-297-1000 or the Vanguard Corporate office at 1-888-895-9945. ŠŠ Regardless of whether you first use the hospital complaint grievance process you may always contact the Texas Department of State Health Services at: Texas Department of State Health Services 1100 West 49th Street Austin, Texas 78756 Phone: 1-888-973-0022 Billing Policies All Baptist Health System Hospitals and Outpatient services have specific polices that address the following concerns: ŠŠ Any discounts offered to patients and families that do not have medical insurance. ŠŠ Any discounts on charges that may be offered to patients who are financially or medically indigent, and qualify for indigent services based on a sliding fee scale or our written charity care policy. ŠŠ How you may request and obtain an itemized billing statement; ŠŠ Any interest and the rate that will be applied to outstanding balances on charges for services not covered by your insurance plan or a third-party payer. ŠŠ Our policy on complaints and how we handle them as well as what you can expect from us in response to your complaint. ŠŠ Our ability to notify you at the time you seek medical care and to provide you with a written disclosure that: »» Advises you of information and confirmation as to whether the Baptist Health System is a participating provider for your healthcare plan on the date services your care is being provided, based on the information you provide us.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N »» Advises you that a physician or other health care provider, who may deliver services at the Baptist Health System, may not be a participating provider with the same third-party payers as the Hospital. ŠŠ If you receive health care services in any Baptist Health System Emergency Department we will notify you in writing no later than the time of your release of our participation in your health insurance plan. Physicians Practicing At The Baptist Health System ŠŠ The Physicians who provide services to you at any of the Baptist Health System Hospitals are independent contractors and are not agents, servants or employees of the Hospital or the Baptist Health System. ŠŠ Physicians who provide services or care at any of the Five Baptist Health System hospitals may not be a participating healthcare provider for the same insurance plans as the Hospital. Please ask you physician if he/she is a participating provider in your healthcare plan. ŠŠ Physician services are billed separately from Hospital Services. You will receive a bill from both the hospital and any physician who may have provided care for you while you were treated at the facility. This may include Anesthesia, Emergency, Pathology and Radiology physician services.

Gift Shop Most Baptist Health System hospitals offer a Gift Shop with store hours varying by location. The Gift Shop offers an assortment of plants, stuffed toys, snacks, toiletries, and greeting cards. For your convenience, the gift shop accepts cash, checks, and major credit cards.

Infection Prevention What You As A Patient Can Do: Infections can occur while you are in the hospital. This is particularly true if you are having surgery or a medical procedure. There are several things you can do to help make sure that you do not get a healthcare associated infection:

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ Wash your hands carefully after handling any type of soiled material. This is especially important after you have gone to the bathroom. ŠŠ Since you are part of your healthcare team, it is okay to remind doctors and nurses about washing their hands before working with you. ŠŠ If you have an intravenous catheter (IV), keep the skin around the dressing clean and dry. Tell your nurse promptly if the dressing works loose or gets wet. Clean your hands before and after touching your IV dressing. ŠŠ If you have a dressing on a wound, let your nurse know promptly if it is loose or gets wet. Clean your hands before and after touching your dressing or wound. ŠŠ If you have any type of catheter or drainage tube, let your nurse know promptly if it becomes loose or dislodged. Clean your hands before and after touching your catheter or drainage tube. ŠŠ If you have diabetes, be sure that you and your doctor discuss the best way to control your blood sugar before, during, and after your hospital stay. High blood sugar increases the risk of infection. ŠŠ If you are overweight, losing weight will reduce the risk of infection following surgery. ŠŠ If you are a smoker, you should consider a smoking cessation program. This will reduce the chance of developing a lung infection while in the hospital and may also improve your healing following surgery. ŠŠ Carefully follow your doctor’s instructions regarding breathing treatments and getting out of bed. Don’t be afraid to ask for help, advice, or sufficient pain medications! ŠŠ Ask your friends and relatives not to visit if they are ill. ŠŠ Don’t be afraid to ask questions about your care so that you may fully understand your treatment plan and expected outcomes. You and your family/friends will be able to better facilitate your recovery. ŠŠ If you are sharing a room with another person, do not share personal items. ŠŠ In an effort to provide high quality and safe patient care, you may need to have a test to check for MRSA (Methicillin Resistant Staphylococcus Aureus). This test does not hurt. If you need it, please ask your nurse to explain the procedure to you.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Preventing Infections In The Hospital For the health of our patients, we ask that our visitors who are ill or have colds or flu wait to visit until they are free from infection. If you have been caring for or exposed to someone with contagious disease (i.e. chicken pox, rubella, measles, flu, tuberculosis) please check with the nurse before you visit. ŠŠ Please remember to cover your cough or sneeze (your mouth and nose) with a tissue and remember to clean your hands after coughing or sneezing. ŠŠ Please clean your hands often. The hospital has installed waterless alcohol sanitizers in the halls and in patient rooms. The hand sanitizer can be used in place of hand washing with soap and water as long as your hands are not visibly soiled. Proper hand washing or sanitization is the most effective way to prevent the spread of infection. Observe all isolation signage. If an isolation sign is on a patient’s door, we ask that all visitors check with the nurse’s station prior to entering the room.

Informed Consent You have the right to decide what may be done to your body during the course of medical treatment. Your physician will discuss with you the nature of your condition, the proposed treatment and any alternative procedures that are available. Your physician will also provide you with information about the risks associated with certain medical procedures. This information will help you make an informed decision about the kind of treatment you want to receive.

Interpreter Services Interpreter Services are available for persons who are non-English speaking and/or deaf mute. If you need this service please contact a hospital representative. These services are at no cost to you.

Linen Please note that your bed linens will be changed every other day, unless a need is identified to change your linens more frequently.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Medical Records As a patient, you have the right to inspect or review your medical record. As a courtesy your primary physician will be notified of your request to inspect and/or review your medical record. Your physician or a member of your health team must be present while you inspect or review your medical record. Your Physician may delay the review of your medical record until such time as he/she can be present to review it with you. Baptist Health System staff may request you review your medical record during normal business hours to ensure the availability of staff to sit with you as you review your record. Please note Baptist Health System staff may not interpret or explain your medical record to you this must be done by your physician. Your medical record is the property of the Baptist Health System. You may obtain a copy of your record, for a fee, after discharge. To receive a copy of your record, you will need to provide a valid authorization for release. This release may be obtained in the Health Information Management department at each hospital. If you have questions about your medical record during your stay, please address those questions with your physician and your nurse. Notice Of Privacy Practices THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN OBTAIN ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY. YOU CAN REACH OUR PRIVACY OFFICIAL USING CONTACT INFORMATION LISTED ON PAGE ____. We are committed to protecting the confidentiality of your medical information, and are required by law to do so. This notice describes how we may use your medical information within the Hospital and how we may disclose it to others outside the Hospital. This notice also describes the rights you have concerning your own medical information. Please review it carefully and let us know if you have questions. How Will We Use And Disclose Your Medical Information? ŠŠ Treatment: We may use your medical information to provide you with medical services and supplies. We may also disclose your medical information to others who need that information to treat you, such as doctors, physician assistants, nurses, medical and nursing students, technicians, therapists, emergency service and medical transportation providers, medical equipment providers, and others involved in your care. For example, we will allow

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N your physician to have access to your Hospital medical record to assist in your treatment at the Hospital and for follow-up care. We also may use and disclose your medical information to contact you to remind you of an upcoming appointment, to inform you about possible treatment options or alternatives, or to tell you about health-related services available to you. ŠŠ Patient Directory: In order to assist family members and other visitors in locating you while you are in the Hospital, the Hospital maintains a patient directory. This directory includes your name, room number, your general condition (such as fair, stable, or critical), and your religious affiliation (if applicable). We will disclose this information to someone who asks for you by name; we will disclose your religious affiliation only to clergy members. You will be asked at the time of admission if you want to be included in this directory. During the course of admission if you decide you do not want to be included in the Hospital’s patient directory, please notify the Privacy Official or the admitting office. ŠŠ Family Members and Others Involved in Your Care: With your permission, we may disclose your medical information to a family member or friend who is involved in your medical care, or to someone who helps to pay for your care. We also may disclose your medical information to disaster relief organizations to help locate a family member or friend in a disaster. If you do not want the Hospital to disclose your medical information to family members or others who will visit you, please notify your nurse and the Privacy Official. ŠŠ Payment: We may use and disclose your medical information to get paid for the medical services and supplies we provide to you. For example, your health plan or health insurance company may ask to see parts of your medical record before they will pay us for your treatment. ŠŠ Hospital Operations: We may use and disclose your medical information if it is necessary to improve the quality of care we provide to patients or to run the Hospital. We may use your medical information to conduct quality improvement activities, to obtain audit, accounting or legal services, or to conduct business management and planning. For example, we may look at your medical record to evaluate whether Hospital personnel, your doctors, or other health care professionals did a good job. ŠŠ Research: We may use or disclose your medical information for research projects, such as studying the effectiveness of a treatment you received. These research projects must go through a special process that protects the confidentiality of your medical information. ŠŠ Required by Law: Federal, state, or local laws sometimes require us to disclose patients’ medical information. For instance, we are required to report child abuse or neglect and must

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N provide certain information to law enforcement officials in domestic violence cases. We also are required to give information to the State Workers’ Compensation Program for work-related injuries. ŠŠ Public Health: We also may report certain medical information for public health purposes. For instance, we are required to report births, deaths, and communicable diseases to the State. We also may need to report patient problems with medications or medical products to the (FDA) Federal Drug Administration, or may notify patients of a recall of a product used in their care. ŠŠ Public Safety: We may disclose medical information for public safety purposes in limited circumstances. We may disclose medical information to law enforcement officials in response to a search warrant or a grand jury subpoena. We also may disclose medical information to assist law enforcement officials in identifying or locating a person, to prosecute a crime of violence, to report deaths that may have resulted from criminal conduct, and to report criminal conduct at the Hospital. We also may disclose your medical information to law enforcement officials and others to prevent a serious threat to health or safety. ŠŠ Health Oversight Activities: We may disclose medical information to a government agency that oversees the Hospital or its personnel, such as the Texas Department of State Health Services, the federal agencies that oversee Medicare, the Board of Medical Examiners or the Board of Nursing. These agencies need medical information to monitor the Hospital’s compliance with state and federal laws. ŠŠ Coroners, Medical Examiners and Funeral Directors: We may disclose medical information concerning deceased patients to coroners, medical examiners and funeral directors to assist them in carrying out their duties. ŠŠ Organ and Tissue Donation: We may disclose medical information to organizations that handle organ, eye or tissue donation or transplantation. ŠŠ Military, Veterans, National Security and Other Government Purposes: If you are a member of the armed forces, we may release your medical information as required by military command authorities or to the Department of Veterans Affairs. The Hospital may also disclose medical information to federal officials for intelligence and national security purposes, or for Presidential Protective Services. ŠŠ Judicial Proceedings: The Hospital may disclose medical information if the Hospital is

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ordered to do so by a court or if the Hospital receives a subpoena or a search warrant. You will receive advance notice about this disclosure in most situations so that you will have a chance to object to sharing your medical information. ŠŠ Information with Additional Protection: Certain types of medical information have additional protection under state or federal law. For instance, medical information about communicable disease and HIV/AIDS, and evaluation and treatment for a serious mental illness is treated differently than other types of medical information. For those types of information, the Hospital is required to get your permission before disclosing that information to others in many circumstances. ŠŠ Other Uses and Disclosures: If the Hospital wishes to use or disclose your medical information for a purpose that is not discussed in this Notice, the Hospital will seek your permission. If you give your permission to the Hospital, you may take back that permission any time, unless we have already relied on your permission to use or disclose the information. If you ever would like to revoke your permission, please notify the Privacy Official in writing. What Are Your Rights? ŠŠ Right to Request Your Medical Information: You have the right to look at your own medical information and to get a copy of that information. The law requires the hospital to keep the original record. The medical information includes your medical record, your billing record, and other records we use to make decisions about your care. To request your medical information, write to the Privacy Official. If you request a copy of your information, we will charge you for our costs to copy the information. We will tell you in advance what this copying will cost. You can look at your record at no cost. ŠŠ Right to Request Amendment of Medical Information You Believe Is Erroneous or Incomplete: If you examine your medical information and believe that some of the information is wrong or incomplete, you may ask us to amend your record. To ask us to amend your medical information, write to the Privacy Official. ŠŠ Right to Get a List of Certain Disclosures of Your Medical Information: You have the right to request a list of the disclosures we make of your medical information. If you would like to receive such a list, write to the Privacy Official. We will provide the first list to you free, but we may charge you for any additional lists you request during the same year. We will tell you in advance what this list will cost.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ Right to Request Restrictions on How the Hospital Will Use or Disclose Your Medical Information for Treatment, Payment, or Health Care Operations: You have the right to request us not to make uses or disclosures of your medical information to treat you, to seek payment for care, or to operate the Hospital. We are not required to agree to your request, but if we do agree, we will comply with that agreement. If you want to request a restriction, write to the Privacy Official and describe your request in detail. ŠŠ Right to Request Confidential Communications: You have the right to ask us to communicate with you in a way that you feel is more confidential. For example, you can ask us not to call your home, but to communicate only by mail. To do this, write to the Privacy Official. You can also ask to speak with your health care providers in private outside the presence of other patients, just ask them! ŠŠ Right to a Paper Copy: If you have received this notice electronically, you have the right to a paper copy at any time. You may download a paper copy of the notice from our Web site, at www.baptisthealthsystem.com or you may obtain a paper copy of the notice from the Privacy Official. Changes To This Notice From time to time, we may change our practices concerning how we use or disclose patient medical information, or how we will implement patient rights concerning their information. We reserve the right to change this Notice and to make the provisions in our new Notice effective for all medical information we maintain. If we change these practices, we will publish a revised Notice of Privacy Practices. You can get a copy of our current notice of Privacy Practices at any time by contacting the Privacy Official. Which Health Care Providers Are Covered By This Notice? This Notice of Privacy Practices applies to the Hospital and its personnel, volunteers, students, and trainees. The Notice also applies to other health care providers that come to the Hospital to care for patients, such as physicians, physician assistants, therapists, other health care providers who are not employed by the Hospital, emergency service providers, medical transportation companies, and medical equipment and suppliers who come to the Hospital. The Hospital may share your medical information with these providers for treatment purposes, to get paid for treatment, or to conduct health care operations. These health care providers will follow this Notice for information they receive about you from the Hospital. These other health care providers may follow different practices at their own offices or facilities. A list of these health care providers is

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N available for your review in the Administration office or by contacting the Privacy Official. Do You Have Concerns Or Complaints? Please tell us about any problems or concerns you have with your privacy rights or how the Hospital uses or discloses your medical information. If you have a concern, please contact: Local Baptist Health System Privacy Official

(210) 297-8162

Vanguard Corporate Privacy Officer

1-800-854-6413

Vanguard Corporate Compliance (confidential) hotline

1-800-300-9876

If for some reason the Hospital cannot resolve your concern, you may also file a complaint with the federal government at the (OCR/DHHS) Office for Civil Rights of the U.S. Department of Health and Human Services regional office. We will not penalize you or retaliate against you in any way for filing a complaint with the federal government. Do You Have Questions? The Hospital is required by law to give you this Notice and to follow the terms of the Notice that is currently in effect. If you have any questions about this Notice, or have further questions about how the Hospital may use and disclose your medical information, please contact the Privacy Official. Effective date: April 14, 2003. Local Privacy Official Contact Information Mailing address: One Lexington Medical Bldg. 215 E. Quincy Suite 200 San Antonio, Texas 78215 Phone: (210) 297-8162 Fax: (210) 297-0015

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Newspapers At various entrances of the hospital, you will find a newspaper stand. For more information please ask your nurse and/or a member of your Health Care Team.

Organ, Tissue and Eye Donation If a patient should die or the doctors indicate no brain function, the Baptist Health System is required by law to determine if the patient is a potential organ, eye or tissue donor. If this happens, a representative from the Organ Procurement Organization will speak to family members about options. We sympathize in your difficult decision at this time, but your possible donation may provide comfort in knowing that others may have a new life because of your generosity.

Pain Management Our goal is to manage your pain and to keep you as comfortable as possible. Patient Rights Regarding Pain Management As a patient at this hospital you can expect: ŠŠ Information about pain and pain relief measures. ŠŠ Health professionals committed to pain prevention and management. ŠŠ Health professionals who respond appropriately to your reports of pain. ŠŠ Your reports of pain will be documented and communicated to your doctor. ŠŠ Comprehensive pain management. Patient Responsibilities Regarding Pain Management To achieve our goal of less pain for you, we want you on our team. As a patient at this hospital, we expect that you will: ŠŠ Ask your doctor, nurse, or pharmacist what to expect regarding pain. ŠŠ Let us know how you treat pain at home.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ Discuss pain treatment with your doctor, nurse or pharmacist. ŠŠ Help your doctor, nurse, or pharmacist assess your pain. ŠŠ Ask for pain relief when pain first begins; don’t wait for it to get worse. ŠŠ Tell your doctor, nurse, or pharmacist if your pain is not relieved. We know that everyone responds differently to medication. ŠŠ Tell your doctor, nurse, or pharmacist about any concerns you have about pain management or pain medication.

0

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No Pain

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Moderate Pain

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9 10

Worst Pain Possible

Use this scale to tell our hospital staff what level of pain you are experiencing.

Parking Patients and visitors are requested to park in designated parking areas. The doctors’ parking lot is reserved for the physicians. The emergency department parking lot is reserved for emergency room patients only. Please note that the Baptist Health System is not responsible for your vehicle or its contents while on our premises.

Patient’s Rights and Responsibilities The Baptist Health System respects your rights as a patient. Every person to include neonate, child, adolescent, adult, and geriatric patients who are receiving care, treatment, and/or services in the Baptist Health System, has the following rights. These rights can be exercised on the patient’s behalf by the legal representative/surrogate decision

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N maker, next available family member(s), parent(s) and/or guardian(s) if the patient lacks decision-making capacity, is legally incompetent, or is a minor: 1. You have the right to have these rights explained to you aloud in simple terms in a way you can understand within 24 hours of being admitted to the hospital to receive services (e.g., in your language if you are not English-speaking, in Sign Language if you are hearing impaired, in Braille if you are visually impaired, or other appropriate methods). 2. You have the right to reasonable response to requests and needs for care, treatment and services within the hospital’s capacity, its stated mission, and applicable laws and regulations. 3. You have the right to care that is considerate, respectful, and supportive of your cultural/personal values, beliefs and preferences. A clean, safe, and pleasant environment that preserves dignity and contributes to a positive self-image. ŠŠ Consideration of psycho, social, spiritual, and cultural variables that influence the perceptions of illness. ŠŠ End-of-Life Decisions – care of the dying patient that optimizes the comfort and dignity of the patient through: »» Treating primary and secondary symptoms that respond to treatment as desired by the patient or surrogate decision maker; »» Effectively and aggressively managing pain as appropriate to the medical diagnosis or surgical procedure; »» Sensitively addressing issues such as autopsy and organ donation; »» Respecting the patient’s wishes, values, religion, and philosophy; »» Involving the patient and, where appropriate, the family in every aspect of care; and »» Responding to the psychological, social, emotional, spiritual, and cultural concerns of the patient and the family. 4. You have the right, in collaboration with your physician, Baptist Health System and its services, and when appropriate your family and/or surrogate decision maker to be informed about and

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N participate in the development and implementation of your plan of care. ŠŠ To be informed of your health status by your physician(s) and other direct caregiver in understandable terms concerning diagnosis, treatment, prognosis and plans for discharge and follow up care. ŠŠ To ensure that care, treatment, and services planned are appropriate to your assessed needs, strengths, and limitations. ŠŠ To be involved in care planning and treatment. 5. You have a right to receive Informed Consent. ŠŠ Accept medical care or to refuse care, treatment, and services to the extent permitted by law and be informed of the medical consequences of any such refusal ŠŠ Making care decisions, including managing pain effectively ŠŠ Resolving dilemmas about care decisions ŠŠ Formulating advance directives and appointing a surrogate to make health care decisions on your behalf to the extent permitted by law ŠŠ In formulating an advance directive, the hospital shall have in place a mechanism to ascertain the existence of and assist in the filing of advance directives at the time of admission ŠŠ The provision of care shall not be conditioned on the existence of an advance directive. ŠŠ A copy of the advance directive shall be in the patient’s medical record and shall be reviewed periodically with the patient or surrogate decision maker ŠŠ To have hospital staff and practitioners who provide care in the hospital comply with these directives ŠŠ Withholding Resuscitative services ŠŠ Forgoing or withdrawing life-sustaining treatment ŠŠ Care at the end of life 6. You and when appropriate your family and/or surrogate decision maker have the right to be given information necessary to enable you to make treatment decisions that reflect your wishes such as,

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ Potential benefits and drawbacks; ŠŠ Potential problems related to recuperation; ŠŠ The likelihood of success; ŠŠ The possible results of non-treatment; and ŠŠ Any significant alternatives. 7. You have the right to the appropriate assessment and management of pain, ŠŠ Initial assessment and regular reassessment of pain; ŠŠ Education of all relevant providers in pain assessment and management; ŠŠ Education of patients, and families when appropriate, regarding their roles in managing pain as well as the potential limitations and side effects of pain treatments; and ŠŠ After taking into account personal, cultural, spiritual, and/or ethnic beliefs, communicating to patients and families that pain management is an important part of care. 8. You and when appropriate your family members and/ or surrogate decision maker have the right to be informed about the outcomes of care, treatment, and services including unanticipated outcomes. 9. You, and when appropriate, your family and/or surrogate decision maker have the right to participate in the consideration of ethical issues that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services, forgoing or withdrawal of life-sustaining treatment, and participation in investigational studies or clinical trials. The hospital shall have a mechanism for the consideration of ethical issues arising in the care of the patients and to provide education to care givers and patients on ethical issues in health care. 10. You have the right to be informed of any human experimentation or other research educational projects affecting your care or treatment. 11. You have the right to participate in a research project and be given a description of the expected risks and benefits in participating in the research.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Baptist Health System protects research subjects and respects their rights during research, investigation, and clinical trials involving human subjects. If you participate in these trials you will: ŠŠ Receive an explanation of the purpose of the research. ŠŠ Expected duration of your participation. ŠŠ Clear description of the procedures to be followed, especially those that are experimental in nature. ŠŠ Statement of the potential benefits, risks, discomforts, and side effects. ŠŠ Alternative care, treatment, and services available to the patient that might prove advantageous. ŠŠ Be informed that you may refuse to participate, and that your refusal will not compromise your access to care, treatment, and services unrelated to the research. 12. You have the right, within the limits of the law, to effective communication including the hearing, speech, and visually impaired; the right to personal privacy, to receive care in a safe setting, and to be free from all forms of abuse or harassment; the right to confidentiality of your medical records, except in cases such as suspected abuse or public health hazards which are required by law to be reported; the right to Pastoral Care and other spiritual services; the right to receive, at the time of admission, information about the hospital’s patient rights policy and the mechanism for the initiation, review and when possible resolution of patient complaints concerning the quality of care. 13. You have the right to designate and/or be designated a decision maker in case you are incapable of understanding a proposed treatment or procedure or are unable to communicate your wishes regarding care. 14. You and/or your surrogate decision maker have the right to access, request amendment to, and receive an accounting of disclosures regarding your medical records and have information explained or interpreted as necessary, except as restricted by law, to be done within a reasonable time frame. 15. Your guardian, next of kin, or surrogate decision maker has the right to exercise, to the extent permitted by law, the rights

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N delineated on behalf of you, the patient, if you the patient: ŠŠ Have been adjudicated incompetent in accordance with the law; ŠŠ Have been found by the physician to be medically incapable of understanding the proposed treatment or procedure; ŠŠ Are unable to communicate your wishes regarding treatment; or ŠŠ Are a minor (under 18 years of age). 16. You have the right to freedom from restraints used in the provisions of acute medical and surgical care unless specific clinical justification criteria is met and your doctor writes an order. The hospital will only use restraints if necessary to improve your well-being, and less restrictive interventions have been determined to be ineffective. The term “restraint” includes any manual method or device, solely for the purpose of restraining you. If you are restrained, you or a member of your family has a right to be told the reason, how long you will be restrained, and what you have to do to be removed from restraint. The restraint has to be stopped as soon as possible. 17. You have the right to freedom from seclusion and restraints used in behavior management unless specific clinical justification criteria has been met and your doctor writes an order. The hospital will only use restraints or seclusion for behavior management in emergency situations, if it is necessary to ensure your physical safety, and less restrictive interventions have been determined to be ineffective. 18. You have the right to receive notification (verbal and/or written) of your rights and responsibilities prior to receiving services at this facility. If you so desire, a copy will also be given to the person of your choice. If a guardian has been appointed for you or you are under 18 years of age, a copy will also be given to your guardian, parent, or conservator. 19. You have the right to have a family member or representative of your choice and your own physician notified promptly of your admission to the hospital. 20. You have the right to receive information in regards to this hospital’s method of informing you of your rights. 21. You have the right to receive information in regards to this hospital’s method of educating staff

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N about patient’s rights and their role in supporting those rights. 22. You have the right to access protective services. This includes guardianship and advocacy services, conservator ship, and child or adult protective services. 23. You have the right to meet with the physicians and staff responsible for your care, treatment and services and be told of their name, professional discipline, job title, and responsibilities. 24. You have the right to be free from mental, physical, sexual, and verbal abuse, neglect, and exploitation. 25. You have the right to exercise citizenship privileges. 26. You have the right to consent for any recordings and/or filming made for purposes other than identification, diagnosis, or treatment. You also have the right to request cessation of the production of the recordings, films, or other images. Patient’s Responsibilities In order to promote quality care, the Baptist Health System affirms the following patient responsibilities, while receiving care, treatment, and services, as an integral part of the healing process: 1. Responsible for providing accurate and complete information about present health, past illnesses, hospitalizations, medications, allergies, and other health matters to the best of your knowledge. 2. Responsible for reporting to your doctor and/or nurse any changes in your condition. 3. Responsible for participating in developing and for following the treatment plan recommended to you. This includes instructions of nurses and allied health personnel as they carry out the coordinated plan of care, implement the physician’s orders, and enforce applicable hospital rules and regulations. You are also responsible for reporting to your doctor and/or nurse whether you clearly comprehend a contemplated course of action and what is expected of you. 4. Responsible for your actions if you refuse treatment or do not follow instructions given to you.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N 5. Responsible for providing the hospital with a copy of your written advance directive(s), if one has been executed. You are also responsible for reporting any changes in your advance directive(s). 6. Responsible for assuring that financial obligations are fulfilled promptly by providing the necessary information to ensure processing of hospital bills. 7. Responsible for following hospital rules and regulations affecting patient care and conduct. 8. Responsible for protecting your own valuables. You are also responsible for being respectful of the property of other patients and of the hospital. 9. Responsible for being considerate of the rights of other patients, volunteers, visitors, and hospital personnel. 10. Responsible for asking questions if directions and/or procedures are not understood. 11. In relation to pain management: ŠŠ You are responsible for asking your doctor or nurse what you should expect in relation to pain and pain management; ŠŠ You are responsible for discussing pain relief options with your doctor and/or nurse; you are responsible for working with your doctor and/or nurse to develop a pain management plan; ŠŠ You are responsible for asking for pain relief when pain first begins; ŠŠ You are responsible for helping your doctor and/or nurse measure your pain; and ŠŠ You are responsible for telling your doctor and/or nurse if your pain is not relieved. 12. Responsible for notifying hospital personnel if you and/or your surrogate decision maker are concerned about any patient safety related issues. All patients admitted into our Behavioral Health Units will also be given a copy of the patient “Bill of Rights”. For additional copies of these “Basic Patient Rights and Responsibilities” and/or “Bill of Rights,” please visit any of our Admitting/Registration areas. Copies are available upon request and are available in English and Spanish. If you would like to hear these Patient Rights and Responsibilities read in either English or Spanish, please call (210) 297-8800.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N

Personal Care Items Please bring your personal care items such as toothbrush, toothpaste, shampoo, razor, shave cream, comb, and brush with you to the hospital, or ask your family members to bring them to you. Please also bring a pair of non-skid slippers or shoes for your safety while walking in the hospital. Selected personal care items are also available for purchase in the gift shop.

Photography, Video and Audio Recording Patients and Visitors The Baptist Health System does not allow photographs, video or audio recordings to be made of patients, staff, hospital equipment, or property without written permission. This includes use of video and audio tape recorders, cell phones having photograph and video capabilities, video recorders, and cameras. This is for protection of your privacy and that of other patients and families. Your cooperation is expected. If you need further information, ask your nurse.

Protective Services Should you or your family need protective services, such as guardianship and advocacy services, conservator ship or child and adult protective services, please ask your nurse for assistance, or ask your nurse to contact the Social Worker for you. Our staff is qualified to provide you with information and resources that can help you in the event that you are a victim of abuse, neglect or exploitation.

Safety Tips Your safety begins with you. The Baptist Health System thinks your safety is a top priority. We want to work with you to prevent medical errors from occurring. YOU play a big role by being active in your care. This information book already outlines many of your responsibilities in

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N participating in your care. These are additional tips for you that can be keys to your safety while receiving care. General Safety Speak up if you have questions or concerns. You have a right to question anyone who is involved with your care. ŠŠ Make sure that one doctor is in charge of your care. Generally, this is your primary care doctor. This is very important if you have many health problems or there are several specialist doctors taking care of you. ŠŠ Make sure that all health professionals involved in your care have important health information about you. ŠŠ Do not assume that everyone knows everything they need to care for you safely. You can ask a family member or friend to be there with you to help. ŠŠ Ask why tests are being done and ask for the results. Be sure you understand why a test is important and how it will help the doctor treat you. ŠŠ Ask the health care workers directly taking care of you if they have washed or sanitized their hands. Hand washing or hand sanitizing is one of the best ways to prevent infection. Busy health care workers can forget, so your asking can be the best way to remind them. ŠŠ If you are having surgery, be sure you, your doctor and your surgeon all agree and are clear on exactly what will be done. Be sure you understand your surgical consent form. You can expect that the actual area being operated on will be marked, if applicable. ŠŠ If you notice that your identification bracelet is not on your wrist, notify a staff member as soon as possible. Staff use identification bracelets to ensure they are giving medications and doing treatments to the correct person. Medication Safety ŠŠ Know what medicines you take and be sure all your doctors know everything you take. All medicines include the ones your doctor tells you to take, and the ones you buy “over-the counter” at the drug store. Be sure your doctor knows what diet aides you use and any herbs or

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N vitamins you are taking. These things can change how your medicines might work. ŠŠ Ask the nurse why you are getting the medications given to you. Also say something to the nurse if you have any concern about what you are given. The nurse, doctor and pharmacist work together to be sure you are getting the medications that are best for you. ŠŠ Tell your doctors and nurses about any problems you have with your medicines or any allergic reactions you have to anything. This will help you avoid getting a medicine that can hurt you. It can keep you from coming in contact with things you are allergic to while in the hospital. (For example certain foods, medications or latex products.) ŠŠ When your doctor gives you a prescription for medicine, be sure you can read it. If you can read it, then the pharmacist can read it when he or she fills the prescription. ŠŠ Ask for information that you can understand about the drugs you take. Ask the following questions when the doctor gives you a prescription and when you have it filled. Ask for the information in writing so you can read it later if needed. ŠŠ What is the medicine for? ŠŠ How am I supposed to take it and for how long? ŠŠ What are the most common side effects? ŠŠ What do I do if they occur? ŠŠ Is this medicine safe to take with other medicine or diet products, vitamins or herbs? ŠŠ What food, drink or activities should I avoid while taking this medicine? Stop the Line The safety of our patients, staff, and physicians is of utmost importance at the Baptist Health System. As a result, a Stop the Line process has been adopted throughout our system. This process allows anyone who witnesses or becomes aware of a situation that might adversely affect safety to stop the situation from continuing by stating, “Stop the Line”, or similar phrase. If “Stop the Line” is called all involved with the situation are expected to stop, assess, evaluate and intervene to ensure the safety of patients and caregivers. The process or activity will not be resumed until the safety question has been resolved. If you have questions about this process please ask any member of your health care team.

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Smoking For Your Health... Smoking Cessation The Baptist Health System is committed to you and your family’s health and well being. If you or one of your loved ones smokes or suffers from diseases related to smoking or chewing tobacco, we would like to provide you with information and support to help you end your tobacco use. Remember, anyone can quit smoking or chewing. It does not matter about age, health, or lifestyle. The decision to quit and your success are greatly influenced by how much you want to stop smoking or chewing. Please ask any of our staff for information on resources to assist you to “Kick the Habit” and enjoy a better, healthier, quality of life. The American Cancer Society is providing free assistance and self-help books that can be obtained by telephone from their National Cancer Information Center in Austin, Texas. Service is available for cigarette/ cigar smokers, pipe smokers, and people who use smokeless tobacco such as spit or chew tobacco. Anyone who wants to stop using tobacco can call toll-free 1-877-YES-QUIT (1-877-937-7848) to learn how the American Cancer Society will help double their chances of quitting for good. This service is funded by the Texas Department of State Health Services. ŠŠ The service is available 24 hours a day, every day of the year, in English and Spanish. ŠŠ Callers who are ready to make a serious attempt to quit will be offered a choice of services, including telephone counseling, referrals to community resources, and self-help materials. ŠŠ Telephone counseling consists of five appointments scheduled at the caller’s convenience to help the tobacco user get ready for the quit date and stay tobacco free. ŠŠ Tobacco users who have already quit are eligible for one counseling session to help them stay tobacco free. ŠŠ Tobacco users who aren’t ready to set a quit date are provided materials and reinforcement about quitting as well as a follow-up call in about one month. ŠŠ A diverse group of counselors, trained in cessation counseling by an internationally recognized expert in smoking cessation, are ready to help tobacco users stay tobacco free.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N For more information, please call 1-877-YES-QUIT (937-7848) The U.S. Department of Health and Human Services (Washington, DC) launched a national telephone hotline and Web site to help Americans quit smoking. 1-800-QUITNOW routes callers to a state-run quit line or The National Cancer Institute (Bethesda, MD) quit line. The Web site, www.smokefree.gov, offers online advice and downloadable information.

Speak Up Patients Are Urged To... Speak Up Everyone has a role in making health care safe - physicians, health care executives, nurses and technicians. Health care organizations across the country are working to make health care safety a priority. You, as the patient, can also play a vital role in making your care safe by becoming an active, involved and informed member of your health care team. Speak up if you have questions or concerns, and if you don’t understand, ask again. It’s your body and you have a right to know. Check your identification armband for the correct spelling of your name and birth date. ŠŠ All hospital staff should tell you who they are and why they are there. If they do not do this, please ask them. ŠŠ All hospital staff should check who you are before any procedure or treatment, before drawing blood or collecting other specimens or before giving you any drugs. To know who you are they will check your identification arm-band for your name and account number. If they do not do this, please remind them. ŠŠ If you are to receive a blood transfusion the staff member may ask you what blood type you are. If the staff member does not ask you please SPEAK UP and ask them what blood type you are. If the type is different than you remember please tell them. Hand washing is an important way to stop infections. Staff, patients and visitors should wash their hands or use the hand sanitizer, before touching you. If they do not do this, please remind them. ŠŠ Pay attention to the care you are receiving. Make sure you’re getting the right treatments and medications by the right health care professionals. Don’t assume anything. ŠŠ Educate yourself about your diagnosis, the medical test you are undergoing, and your treatment plans.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N ŠŠ If you are having surgery or a procedure on a part of your body that is side specific the surgeon or healthcare provider who is performing the procedure will mark the appropriate side and site on your body with a marker with the word “yes” before you are taken into the procedure. If this does not happen, ask the staff or physician why before they take you to the procedure. ŠŠ When you are being discharged make sure you receive your discharge instructions and are able to read and understand them. If you have questions ask your nurse or a healthcare team member before you sign the discharge instruction form. ŠŠ Ask a trusted family member or friend to be your advocate and stay with you or be with you often while you are in the hospital. Patient Advocate: Baptist Medical Center

297-7970

North Central Baptist Hospital

297-4970

Northeast Baptist Hospital

297-2970

Southeast Baptist Hospital

297-3970

St. Luke’s Baptist Hospital

297-5970

Suicide Precautions Suicide ranks as the eleventh most frequent cause of death (third most frequent in young people) in the United States, with one person dying from suicide every 16.6 minutes. Baptist Health System is committed to assessing patients who may be at risk for suicide who are being treated for emotional or behavioral disorders. This process is accomplished by asking the patient simple screening questions in the Emergency Department that will help the healthcare team determine the patient’s potential risk of suicide. If a patient is determined to be at risk for suicide, the patient will be placed on suicide precautions until such time as a physician or the Mental Assessment Team has evaluated the patient’s risk. If you have questions about this process, please ask your nurse or a member of the healthcare team. The following crisis hot lines are available to help if you or someone you know is experiencing suicidal thoughts.

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B A P T I S T H E A LT H S Y S T E M ď ˇ PAT I E N T I N F O R M AT I O N Crisis Hotline For Suicide Crisis Center for Health Care Services Adult Crisis Center 527 N Leona St San Antonio, TX 78207 (210) 225-5481 Center for Health Care Services Children Crisis Center 711 E Josephine St San Antonio, TX 78208 (210) 299-8139 Camino Real Community MHMR Center Crisis Intervention 800 543-5750

TTY/TDD If you need assistance with a TTY/TDD phone please contact your nurse.

Valuables As you are admitted to the hospital, we encourage you to leave valuables, such as: cash, jewelry, clothes, medications, and assistive devices with family and loved ones for safekeeping. In the event that you do not choose to keep your valuables with you, a safe will be available at the hospital. The hospital will not assume responsibility for lost personal belongings or valuables, unless they are placed in the safe. Valuables include but are not limited to glasses, dentures, hearing aides, cash, credit cards and jewelry. This also includes any personal belongings or valuables brought to you during your admission by my family and/ or friends, including canes, wheel chairs, walkers, etc.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Visitor and Patient Smoking In order to protect the health of our patients, the Baptist Hospitals have been designated as nonsmoking facilities. Patients who wish to smoke may go outdoors if approved and their physician has given an order for hospital privileges. Smoking is restricted to designated outdoor areas. Please note that while most facilities accommodate a designated outdoor smoking area, some facilities do not allow smoking anywhere on the campus grounds.

Visiting Hours Our policy is to protect the privacy of patients and to provide a restful, healing environment while allowing patients the comfort of welcomed visitors. ŠŠ General visiting hours will end at 8 p.m. daily. Additionally, each unit may have its own specific guidelines for visitation. ŠŠ 2-3 visitors per patient are permitted in the patient room during visiting hours. Other visitors may wait in designated waiting rooms, lobbies or the cafeteria. For the safety and comfort of our patients, visitors are asked not to congregate in hallways or wait in patient care areas. ŠŠ Children are welcome to visit family members. We ask that children under the age of 14 be supervised and within control of an adult at all times. ŠŠ Occasionally, it is necessary for a relative to remain overnight with a seriously ill patient. This is permitted in a private room on general nursing units. A limited number of cots or recliners are available and they are assigned as they are requested. Please contact your nurse for this service. ŠŠ The nurse responsible for each patient’s care reserves the right to limit visitation based on the needs of that patient, their roommate and other patients on the unit. ŠŠ Visitors who are not compliant with rules, are loud or disruptive, or disturb the privacy and rest of patients will be asked to leave. ŠŠ Patients have the absolute right to limit or decline any visitors. ŠŠ Any individual, child or adult, who has symptoms of, or has been exposed to, a communicable illness or infection should not visit hospital patients. Symptoms may include coughing, sneezing, runny nose, fever, rash, diarrhea or vomiting within the past 24 hours.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Visitors are asked to check with a nurse before bringing food, beverages, medications or electrical appliances to patients.

Volunteers Hospital volunteers are available to assist you and your visitors, Monday through Friday. Volunteers coordinate the delivery of flowers and mail to your room, and are also available to deliver newspapers and magazines at your request. Our volunteer staff is located throughout the hospital, and provide assistance in various departments. To contact a volunteer, please ask the nurse on your floor to assist you.

Weapons State law prohibits the carrying of a handgun on hospital premises. PROHIBITING HANDGUNS IN A BUSINESS OR OTHER ENTITY “PURSUANT TO SECTION 30.06, PENAL CODE (TRESPASS BY HOLDER OF A LICENSE TO CARRY A CONCEALED HANDGUN) A PERSON LICENSED UNDER SUBCHAPTER H, CHAPTER 411, GOVERNMENT CODE (CONCEALED HANDGUN LAW), MAY NOT ENTER THIS PROPERTY WITH A CONCEALED HANDGUN.”

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N Your Patient Information Number

Your Patient Information Number

In compliance with the Health Insurance

In compliance with the Health Insurance

Portability and Accountability Act (HIPAA),

Portability and Accountability Act (HIPAA),

which protects your personal medical

which protects your personal medical

information, this number will be given to you

information, this number will be given to you

and/or your Medical Power of Attorney on

and/or your Medical Power of Attorney on

admission.

admission.

Your Patient Information Number is:

Your Patient Information Number is:

You may give this number out at your

You may give this number out at your

discretion. Verbal information/updates

discretion. Verbal information/updates

may be obtained in person or on the

may be obtained in person or on the

phone once hospital staff has verified the

phone once hospital staff has verified the

personal information number. If you have

personal information number. If you have

family members from out of state please

family members from out of state please

designate one person as your “out of state

designate one person as your “out of state

spokesperson” who can keep the others

spokesperson” who can keep the others

informed. Our hospital staff will not and

informed. Our hospital staff will not and

cannot give this number to anyone. Verbal

cannot give this number to anyone. Verbal

information will be released at the discretion

information will be released at the discretion

of the hospital staff.

of the hospital staff.

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Notes: ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Notes: ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________

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B A P T I S T H E A LT H S Y S T E M  PAT I E N T I N F O R M AT I O N

Notes: ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________

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www.baptisthealthsystem.com

Baptist Medical Center  North Central Baptist Hospital  Northeast Baptist Hospital Southeast Baptist Hospital  St. Luke’s Baptist Hospital Baptist Regional Children’s Center  Baptist Women’s Health Center HealthLink Wellness and Fitness Center  Baptist M&S Imaging Centers School of Health Professions BHS 90900078 BP Rev. 12/09

baptist patient handbook  

baptist patient handbook with all color pages

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