LAKE NORMAN PATIENT GUIDE

PATIENT GUIDE Key Information For Your Stay

SPEAK UP! Ask Questions and Be Involved in Your Care

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Lake Norman Regional Medical Center is owned in part by physicians.

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When time with your family matters most

Hospice Honors Elite Award Recipient Serving Mooresville/Lake Norman as the leading provider of hospice and palliative care services.

202 Williamson Road, Suite 201, Mooresville, NC (704) 664-0051

www.HOIC.org

LNRMCDigestFinal2017.indd 1 1/23/2017 2:38:59 PM Does Your Hearing Leave You Feeling Lost In The Crowd?

The Young family has been helping your friends in Iredell County hear better since 1973!

LET US CHECK YOUR EARS!

Free Hearing Tests, Honest Answers. No Pressure.

(Hearing tests to determine hearing aid candidacy)

Jim & Donna Young

Nationally Board-Certified Hearing Instrument Sciences

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Statesville

Mooresville

Taylorsville

851 N Center Street 107 Kilson Drive, Suite 104 730 7th Street SW 704-878-2320 704-663-0223 800-359-8404

6/28/18 9:02 AM

CO N T E N TS WELCOME. . . . . . . . . . . . . . . . . . . . . . . 2 ABOUT US. . . . . . . . . . . . . . . . . . . . . . . 3 PHONE DIRECTORY.. . . . . . . . . . . . . . 4 OUR COMMITMENT TO CARE.. . . . 5 RAPID RESPONSE TEAM. . . . . . . . . . 7 FAST FACTS ABOUT YOUR STAY.. . 8 Plus TV Channel Guide SPECIAL SECTION . . . . . . . . . . . . . . . 12 ADULT VACCINES. . . . . . . . . . . . . . . . 19 HOSPITAL INFECTIONS. . . . . . . . . . . 20 USING ANTIBIOTICS SAFELY. . . . . . 22 RIGHTS & RESPONSIBILITIES. . . . . . 23 NOTICE OF NONDISCRIMINATION. . . . . . . . . . 25

12

Take Charge of Your Care

Speak Up, Plus 7 Key Ways to Take Charge of Your Care n Choose a Support Person n Check IDs n Pay Attention to Your Care n Preventing Falls n Prepare for Surgery n Don’t Ignore Pain n 5 Ways to Fight Infections n

ADVANCE DIRECTIVES. . . . . . . . . . . 27 AFTER-HOSPITAL CARE. . . . . . . . . . . 28

On Our Cover

UNDERSTANDING YOUR BILL. . . . . 29

Speak Up! Ask Questions and Be Involved in Your Care . . . . . . . . . 12

SPOTLIGHT ON HEALTH. . . . . . . . . . 31 Heart Attack & Stroke Warning Signs Stop Smoking CARENOTIFY™. . . . . . . . . . . . . . . . . . . 33 PHYSICIAN OWNERSHIP. . . . . . . . . . 34 HOSPITAL RESOURCES.. . . . . . . . . . . 35

The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider’s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, iStockphoto. ©2018 PatientPoint ®

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Welcome MISSION STATEMENT

Lake Norman Regional Medical Center is committed to meeting the healthcare needs of those we serve by providing state-of-the-art, comprehensive medical care combined with exceptional patient service.

VISION

To be the first choice for healthcare services in our region.

VALUES

I Integrity: Not compromising the absolutes of safety, honesty, trustworthiness and ethical behavior.

C Compassion: Kind and caring behavior.

A Accountability: Ownership of one’s actions.

R Respect: Considerate of the feelings, beliefs and talents of each individual.

E Excellence: Continually improving everything we do.

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Thank You for Trusting Us Welcome to Lake Norman Regional Medical Center! Lake Norman Regional Medical Center is a community hospital with a team of healthcare providers with experience, dedication and passion.

Our healthcare team members are committed to helping you and your family participate in your care to the level you desire. Our staff is united by a desire to have a positive impact on our community as individuals and as an organization—one that distinguishes itself as a caregiver, employer and neighbor.

We realize being in the hospital may be an uneasy experience. Therefore, through our values of Integrity, Compassion, Accountability, Respect and Excellence, we strive to make your visit as pleasant, comfortable and successful as possible.

During your stay, we welcome your comments and questions. Your communication is extremely valuable for us to meet all your healthcare needs. Our company also values that “better healthcare starts with me.” While you are our guest, you may expect: n A team member to round in your room hourly who will involve you in your personal plan of care, including pain management needs. n Nurses who will communicate and listen carefully to you in regard to your physical, spiritual and educational needs. n Education in preparation for your discharge home.

Thank you for choosing Lake Norman Regional Medical Center. We hope we can be your hospital of choice for any future healthcare needs.

Best regards, Steve Midkiff Marie Marks, MSN, RN, NE-BC, Chief Executive RNC-OB Chief Nursing Officer Officer

Lake Norman Regional Medical Center is not, in any way, responsible for the advertisements in this booklet. Lake Norman Regional Medical Center makes no representation or endorsement of any kind related to the advertised services, entities, or businesses. Lake Norman Regional Medical Center receives no remuneration in exchange for any advertisement. 072018

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About Us Why We Are the Right Choice for Your Care Lake Norman Regional Medical Center, serving the Greater Mooresville/ Lake Norman area for over 80 years, relocated to its new hospital and medical campus, conveniently located off I-77, Exit 33, in Mooresville, in June 1999.

Accreditations and Memberships n

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The Joint Commission’s Gold Seal of Approval®.

The Joint Commission’s Laboratory Accreditation.

The Joint Commission’s Perinatal Care Certification Lake Norman is a Breast Imaging Center of Excellence accredited by The American College of Radiology for Mammography (ACR).

Lake Norman Imaging Department— Ultrasound, Breast Ultrasound, Breast MRI (Magnetic Resonance Imaging), Stereotactic Breast Biopsy, Mammography, Nuclear Medicine, MRI, CT (Computed Tomography)— is accredited by the ACR. Commission on Cancer Accreditation from the American College of Surgeons.

Accredited Chest Pain Center by the American College of Cardiology.

Metabolic and Bariatric Surgery Accreditation and Quality

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Improvement Program-Accredited Center.

Designated Blue Distinction® Centers+ for Bariatric Surgery.

The Joint Commission Top Performer on Key Quality Measures for 2010, 2011, 2012, 2013 and 2014.

American Institute of Minimally Invasive Surgery Center of Excellence (AIMIS) Accreditation in Obstetrics and Gynecological Care.

NICHE (Nurses Improving Care for Healthsystem Elders) Designated Hospital.

Designated Blue Distinction® Centers+ for Maternity Care.

The Joint Commission Primary Stroke Center.

Optum Center of Excellence in areas of Spine and Joint Surgeries.

Institute of Quality by Aetna Institutes of Quality® (IOQ) Bariatric Program.

Notice of Nondiscrimination Policy Lake Norman Regional Medical Center does not discriminate against any person on the basis of age, race, color, national origin, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, or gender identity or expression in admission, treatment or participation in its programs, services and activities, or in employment. For further information about this policy, contact: Carol Craig, FCO/RM, Section 504 Coordinator, at 704-660-4090.

CONTACT US P.O. Box 3250 • 171 Fairview Rd. • Mooresville, NC 28117 704-660-4000 • www.lnrmc.com NC0025G19_LakeNormanRMC_ED_B1.indd 3

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Phone Directory Key Numbers Main: 704-660-4000 | Billing: 704-660-4066

OTHER HOSPITAL SERVICES Admitting 704-660-4118

Physical 704-660-4470 Rehabilitation

Auxiliary (Volunteer 704-660-4112 Services)

Physician Referral 888-99LNRMC Line (56762)

Center for Surgical 704-660-HLTH Weight Loss at Lake (4854) Norman (Bariatrics)

Preadmission 704-660-4807 Survey Interview

Community Outreach & 704-660-4859 Senior Circle

Quality/ 704-660-4171 Patient Safety

Critical Care Unit (CCU) Nurses 704-660-4836 Station

Radiology (Imaging) 704-660-4900

Dietitian 704-660-4744

Recovery Room 704-660-4420

Emergency Room 704-660-4130

Risk Manager 704-660-4090

Endoscopy Center 704-660-4446

Second Floor Med/ Surgical/Telemetry 704-660-4200 Nurses Station

Health Information 704-660-4035 Management

Social Services 704-660-4931

Human Resources 704-660-4812

Stork’s Landing & Women’s Services 704-660-4374 Educational Classes

Main Line/ 704-660-4000 Switchboard

Surgical Center at 704-660-4570 Lake Norman

One-Call 704-660-4920 Scheduling

Third Floor 704-660-4866 Labor & Delivery

North: Ortho Neuro 704-660-4770 Spine Nurses Station South: 704-660-4630

Third Floor 704-660-4874 Postpartum

Outpatient Surgery 704-660-4800 Nurses Station

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Our Commitment to Care Patient Satisfaction Matters to Us How’s your stay? Are you getting the care you need? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you.

During Your Stay

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care.

If your issue is still not resolved, you may: n n

Contact the risk manager at 704-660-4090. ile a complaint with your state or Quality F Improvement Organization (QIO). See Rights and Responsibilities p. 24 for contact information.

?How gniod are ewwe erdoing? a woH We want you to be satisfied with your care. To help, speak up if we can …

Respond quicker to your needs Explain things more clearly Help keep your room clean or quiet

MAKING A DIFFICULT HEALTHCARE DECISION?

Sometimes a healthcare choice can involve an ethical concern— such as a wish to refuse life-saving treatment or a disagreement over advance directives (see p. 27). For help, contact the Risk Management Department at 704-660-4090.

Ease your pain Help you understand your medicine plan

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Our Commitment continued After Your Stay

Once you leave our care, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This survey is designed to be a standardized tool for measuring and reporting satisfaction across all hospitals in the U.S. After you are released from the hospital, you may be selected to participate in the HCAHPS survey. The telephone survey asks multiple choice questions on key care topics, such as:

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doctor and nurse communication

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medicine and discharge information

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pain management and staff responsiveness

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overall quality of the hospital environment

The HCAHPS survey is backed by the U.S. Department of Health and Human Services. The survey is used to improve the quality of healthcare.

HCAHPS makes survey results public so hospitals are aware of where changes are needed. The results also enable healthcare consumers to review and compare hospitals before choosing a healthcare provider.

Want to Know How We Score?

You can review and compare the quality, care and safety ratings for different hospitals at: n Medicare Hospital Compare, uses HCAHPS results and other data: www.medicare.gov/hospitalcompare You also can find information on hospitals through these accrediting organizations: n Healthcare Facilities Accreditation Program (HFAP): www.hfap.org n The Joint Commission: www.qualitycheck.org

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Rapid Response Team Special Support to Prevent Emergencies During your stay, you have access to a special service called the Rapid Response Team. You can call this service, and a critical-care team will check on you or your loved one and provide help before there is a life-threatening emergency.

WHEN to Call Rapid Response Call for help if you notice: n

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c hanges in heart rate or drop in blood pressure c hange in respiratory (breathing) rate or oxygen levels c hanges in urine output (much more or less urine) c hange in mental status or level of consciousness

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a ny time you are worried something might be wrong a ny change in the patient’s condition that needs immediate attention and the healthcare team is not responding, or if you continue to have serious concerns after speaking with the healthcare team

HOW to Call Rapid Response Step 1: Dial 288 on the bedside phone.

Step 2: Tell the operator: your room number, patient’s name and your concern.

Step 3: The Rapid Response Team will be sent to your room.

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Fast Facts About Your Stay An A-Z Guide to the Most Frequently Asked Questions Cafe

Java Hut is located on the first floor beside the gift shop and serves coffee, specialty drinks, pastries and snacks.

Café at the Lake

Location: First floor Hours: Breakfast: 6:30 a.m. to 10:00 a.m.

Lunch: 11:00 a.m. to 1:30 p.m.

Saturday and Sunday: Café open for lunch Visitors are welcome to dine in the cafeteria.

VISITING THE HOSPITAL? Thanks for taking the time to support your loved one’s care and recovery.

See p. 11 for important visitor information.

Calling Your Nurse

A caregiver will be in your room at least every hour to attend to your needs. If you need something (like water, help to the bathroom or pain medication), please use your call bell instead of stopping nurses in the hall or visiting the desk.

Please remember that our staff cares for many patients, and all are important to us. We ask for 10 to 15 minutes, when applicable, for someone to respond to your call. If someone does not attend to your needs in that time frame, please ring your call bell again.

Cellphones/Mobile Devices

Photography, videography and audio recordings from mobile devices are strictly prohibited in the hospital.

Electrical Appliances

Electrical appliances including hairdryers, curling irons, razors, radios, CPAP machines, heating pads, portable heaters, computers and other devices are not permitted in patient rooms. You may use only batteryoperated devices.

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Guest Meals

Guests may purchase meals from the cafeteria.

Hearing Impaired and Interpreters

We offer the following services for patients with special needs: closed-captioned TV, telephones equipped with volume amplifiers, TTY telephone adapters, language translation service, sign language interpreter, and resource information and referrals for patients with specialized needs after discharge.

Housekeeping Services

Patients will have their room and restroom professionally disinfected every day and will be visited throughout the day to ensure their room always is clean.

Lost and Found

Please notify your nurse if you have lost or found any personal property.

Medication and Food

During your stay, take only medications and foods prescribed by your physician and administered by hospital staff, unless your physician orders otherwise. The nursing staff uses the PatientTouchTM device for medication administration and documentation. The device helps provide an increased level of care and safety.

Organ and Tissue Donation

If you or a family member is interested in becoming an organ and tissue donor, call LifeShare Of The Carolinas at 1-800-932-GIVE (4483) for a free brochure.

Parking

Free visitor parking is available in the main hospital parking lot located in the front of the building.

Handicapped parking is reserved at various locations in front of the building. If you are picking up a patient, pull through the covered front entranceway.

Pastoral Care

Spiritual care is provided by our Pastoral Advisory Council, which has volunteer chaplains. Please contact your nurse to request a chaplain visit. The chapel is on the first floor between the visitor’s desk and admissions. It always is open and provides a quiet space for personal prayer and meditation.

Patient Meals

Your diet is an important part of your treatment and is prepared by our dietary department according to your physician’s instructions.

A catering associate will be by each morning around 9:00 a.m. to get your meal selections for the day.

By 3:30 p.m., an associate will visit you to get your dinner selection and breakfast choices for the next day.

A dietary staff member will collect your menu.

Approximate Meal Times: Breakfast: 8:00 a.m.

Lunch: Noon

Personal Valuables

The hospital is not responsible for lost belongings. Please leave money, jewelry, credit cards and any other valuables at home or give them to a family member for safekeeping. You also have the option of depositing your valuables in the medical center safe until your discharge.

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Facts About Your Stay continued

TV CHANNELS 2

A&E

27

truTV

51

HLN

3

CBS Local

28

Disney Jr.

52

Audience

4

Freeform

29

Disney XD

53

Investigation Discovery

5

Animal Planet

30

E!

54

Pivot

6

Aqui

31

ESPN

55

Lifetime

7

BBC America

32

ESPN2

56

Pursuit

8

BET

33

ESPNews

57

VH1

9

ABC Local

34

ESPNU

58

MSNBC

11

Bloomberg TV

35

EWTN

59

QVC

12

TNT

36

NBC Local

60

National Geographic

13

Bravo

37

Food Network

61

Nick Jr.

14

Cartoon East

38

Fox News

62

Nickelodeon

15

Cartoon West

39

Daystar

63

Paramount Network

16

CTN

40

Fox Sports 1

64

IND

17

Church Channel

41

TBN

65

Syfy

18

WCCB Local

42

TV Land

66

Univision

19

CMT

43

Galavision

67

TCM

20

CNBC

44

Ovation

68

TCT Network

21

CNN

45

Hallmark

69

Teen Nick

22

Comedy Central

46

Fox Local

70

The Learning Channel

23

C-SPAN

47

RDFTV

71

Word Network

24

Discovery Channel

48

HGTV

72

TBS

25

Disney East

49

History Channel

73

FX

26

Disney West

50

World Harvest TV

74

C-SPAN 2

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Public Restrooms

Please do not use the bathrooms in patient rooms. They are reserved only for patients in order to protect their health. Public restrooms are located throughout the hospital.

Visitor restrooms are located on the first floor between the lobby of the main patient entrance and the visitor entrance.

Security

All our employees, volunteers and physicians are required to wear ID badges. Please call the nurses’ station if someone you do not know enters your room and cannot show you identification. If you, your family members or your visitors leave the hospital after dark, you may dial 0 to ask a security officer for assistance.

Smoking

For our patients, visitors and staff, we are a smoke free hospital. This includes all electronic smoking devices such as e-cigarettes and vapors. You can request a nicotine replacement alternative from your physician.

Telephone

All patient rooms have phones. To place a local call, dial 9, wait for a dial tone, then dial the number. To place a long-distance call, dial 0 for the operator and ask for help. You will be asked how you would like to be charged for the call.

To place a direct call to a patient’s room, dial 704-660-4 + the room number. If you need more help, dial the hospital’s main line at 704-6604000 for the operator.

Visiting Hours

Main Visitor’s Entrance: 6:00 a.m. to 9:00 p.m.

Emergency Room Entrance: 9:00 p.m. to 6:00 a.m.

The Stork’s Landing Maternity Center: Immediate family members allowed at all times. A family/visitor waiting room is on the third floor outside of the center’s entrance. No children under age 12 permitted except siblings of newborns.

Intensive Care Unit/Coronary Care Unit (ICU/CCU): No children under age 12 permitted.

Special exceptions may apply.

Waiting Rooms

Comfortable visitor waiting rooms are located on all patient units and in many service areas.

Wireless Internet Network

To access our free, unsecured network: n Y our computer will detect the wireless network. n V iew available wireless networks, and choose Lake-Norman. n A password is not required.

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Take Charge of Your Care You are the center of your healthcare team. Let this special guide help you get the best results from your hospital stay.

Speak Up!

During your stay, our doctors, nurses and staff will treat you and your family as partners in your care. One important way that you can be involved is to speak up. Ask questions, voice your concerns, and don’t be afraid to raise any issues relating not only to your care and treatment, but also to overall hospital services.

In the pages that follow, you’ll find a step-by-step guide to making the most of your hospital stay—steps for taking charge of your care, getting the information you need, asking questions and interacting with hospital staff.

Ask Yourself Is there anything else the hospital should be aware of to improve my care experience?

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7 Key Ways

TO TAKE CHARGE OF YOUR CARE SPEAK UP. Ask questions and voice concerns.

It’s your body, and you have the right to know.

PAY ATTENTION. Always double-check that you are getting the right treatments and medicines from the right hospital staff.

EDUCATE YOURSELF. Learn about your medical condition, tests and treatment options, so you know why following your care plan is so important.

FIND A SUPPORT PERSON. Pick someone to help speak up for your care and needs during your stay.

KNOW YOUR MEDS. Understand what your medicines treat, why you need them and how to take them for the best results.

CHECK BEFORE YOU GO. Make an informed decision when selecting additional healthcare services. Choose only accredited providers who meet patient safety and quality standards. Go to www.qualitycheck.org to learn more.

PARTICIPATE IN YOUR CARE. You are the center of your healthcare team. Make sure you know what’s happening every step of the way—from admission through discharge.

Source: The content within the “Take Charge of Your Care” section reinforces the safety and quality care goals and standards issued by The Joint Commission and other hospital accreditation organizations.

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TAKE CHARGE OF YOUR CARE continued

Choose a Support Person A trusted friend or family member can be a big help during your hospital stay. Select one key person to be your healthcare advocate.

If you become stressed or your ability to communicate changes, this person can stand in for you—and stand up for your care.

A support person can: n

n

n

a sk questions you might not think of and write down information ouble-check your d medicines and treatments atch for signs w your condition is getting worse and ask for help

Don’t forget to tell the staff who you’ve picked to be your support person.

Check IDs

While you are here, many people will care for you (doctors, nurses, aides, orderlies), and these same people will care for many patients.

To prevent errors in your care: Ask to see the ID of everyone who comes into your room, so you know the name and job of the person caring for you. If you do not see an ID badge, contact your nurse immediately.

S peak up if hospital staff does not check your ID. Any time staff enters your room to give you medicine, transport you, or perform procedures or treatments, state your name and birth date.

Always double-check your name with staff to avoid errors.

This may seem repetitive at times, but it helps ensure you receive the correct care.

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Pay Attention to Your Care n

n

n

n

n

n

n

Tell your nurse if something doesn’t seem right.

You Are Key You are the most important member of your healthcare team.

Know what time you normally get medicine, and tell your nurse if you don’t get it.

Understand your treatment

equest drawings or R illustrations to help you learn about your condition.

Ask questions

ead and understand all R medical forms before signing. Ask if you need information explained.

Speak up about pain Know your medicines Plan early for a successful discharge

I f your treatment involves medical equipment, practice using it with your nurse before you leave the hospital. on’t be afraid to ask for a second opinion. The more information you D have, the better you will feel about making decisions.

Talk to your doctor and family about whether you want life-saving actions taken.

And Remember, Take Charge of Your Communication Ask About Jargon: If you hear a medical term you don’t understand, ask what it means.

Teach Back: After you get instructions or an explanation, repeat back what you thought you heard so you can double-check that you understood.

Take Notes: W rite down any key facts your doctor tells you so you won’t forget.

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TAKE CHARGE OF YOUR CARE continued

Preventing Falls As a patient, you can help reduce the risk of falling by: S peaking up and notifying staff if you feel unsteady, dizzy or lightheaded when you stand or walk. nU sing the nurse call button for help getting out of bed. nH aving a colored wristband that lets the staff know you might need assistance getting out of bed. nA sking for help going to the bathroom or walking around. (And using hospital handrails when they’re available.) nW earing nonslip socks or footwear. nK eeping often-used items and walking aids within easy reach (glasses, remote, tissues, etc.). nM aking sure your wheelchair is locked when you get in or out of it. Never step on the footrest. nM aking sure your robe or pajamas don’t drag on the floor. They can cause you to trip. nA sking your nurse to show you how to walk properly with your IV pole, drainage bags or any other equipment. nR eporting spills on the floor immediately. nT elling the nurse you need help if you feel nervous about walking. nY our visitors and family also can help by making sure your room is not cluttered and moving chairs back against the wall before they leave. n

Help us protect you from falls by speaking up and telling us if you feel unsteady, dizzy or lightheaded.

Prepare for Surgery At Lake Norman Regional Medical Center, patient safety is our top priority. In order to give you the best care and keep you safe, make sure you and your surgical staff confirm these things before your procedure: n your name n the type of procedure you are having It is possible that your procedure will require having the site marked; you or your support person will be asked to participate in the site marking and the verification of what is planned for your care. Take part in your care; ask questions!

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Don’t Ignore Pain No one knows how much pain you are in but you. Tell your doctor or nurse when pain strikes or if it comes back again after it goes away.

Talk about your pain level throughout the course of your stay.

Ask yourself, then share with your nurse. n

Where does it hurt?

n

When does it hurt?

n

Does it keep you from doing things—like sleeping, dressing, eating?

Which words describe your pain? q aching

q cramping

q pressure

q shooting

q bloating

q cutting

q pulling

q soreness

q burning

q dull

q radiating

q stabbing

q comes and goes

q numbing

q searing

q throbbing

q constant

q pressing

q sharp

q tightness

How bad is it on this pain scale?

Wong-Baker FACES® Pain Rating Scale

0 No Hurt

2 Hurts Little Bit

4 Hurts Little More

6 Hurts Even More

8 Hurts Whole Lot

10 Hurts Worst

*Copyright 1983, Wong-Baker FACES® Foundation, www.WongBakerFACES.org. Used with permission.

You’re the Expert on Your Pain Starting to get uncomfortable? Pain medicine not working? Speak up. You may need to get more of the current pain medicine you are on or switch to a different kind of medicine to get relief. Don’t try to ignore painful symptoms. Managing your pain will help with your healing process. Talk to your doctor or nurse when pain strikes.

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TAKE CHARGE OF YOUR CARE continued

5 Ways to Fight Infections The hospital is a place you come to get well, but you also can come in contact with germs that can make you feel worse. Ask friends and family not to visit if they are sick. You also can reduce your chances of infection by taking the following safety precautions: 1

Clean your hands. n after touching hospital objects or surfaces n before and after eating n after using the restroom

No Soap? No Problem.

Alcohol-based hand cleaners are as effective as soap and water for killing most germs. To use, apply the cleaner to the palm of your hand, and run your hands together.

Keep rubbing over all the surfaces of your fingers and hands until they are dry.

2 A sk hospital staff members to clean their hands. We ask that all staff members clean their hands when entering and exiting your room. This should be standard practice, but don’t be afraid to remind them if they forget or to ask them to wear gloves when touching you. Ask visitors to clean their hands too!

over your cough if you are sick. If you are sick or have an infection, 3 C limit this spread of germs by sneezing and coughing into tissues, promptly throw them away and avoid touching others. Ask the staff if there is anything else you should do—like wear a surgical mask­— to prevent the spread of germs.

eep an eye on bandages or dressings. If a bandage or dressing 4 K covering a wound, incision or IV site becomes loose, wet or painful, notify your nurse. Also if you have a catheter or drainage tube, tell your nurse if it becomes loose or dislodged. eep your vaccinations up-to-date. Make sure you are as protected 5 K as possible from the spread of infection. Check with hospital staff about whether it’s safe for you to receive any vaccines you might need.

ome infections can spread easily, so staff and S visitors may be asked to wear isolation clothing like gowns and masks. Your doctors or nurses also may take extra precautions. This is the best way to reduce the spread of these infections.

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Adult Vaccines

Which Vaccines You Need to Protect Your Health Vaccines work with your immune system to help protect you from infections and disease. As you age, you’re more at risk of certain health conditions because your immune system isn’t as strong as it used to be. And if you do get sick, the symptoms can be more serious than when you were younger.

Three types of vaccines are especially important for older adults, including:

Influenza Vaccine— The flu

vaccine is recommended for all ages every year, and there is a higher-dose vaccine for adults older than 65. You need the vaccine every year because the flu virus changes over time.

Zoster or Herpes Zoster Vaccine—This vaccine protects

against shingles. It’s one dose and is recommended for all adults age 60 and older. Shingles causes rash, blisters and severe pain.

Pneumococcal Vaccines—

Recommendations recently changed for pneumonia vaccines.

Even if you already received one vaccine, you may still need another.

Talk to your doctor about the vaccination schedule that’s right for you.

Pneumococcal conjugate or PCV13: You need one dose of this vaccine if you are age 65 or older and didn’t receive it at a younger age. It’s best to get this one before the PPSV23 vaccine (see below).

Wait at least 12 months if you receive the PPSV23 first.

Pneumococcal polysaccharide or PPSV23: If you are age 65 or older, you need one dose of this vaccine, ideally 6 to 12 months after receiving the PCV13 vaccine (see above).

Talk to Your Doctor Your doctor is your best source for information about vaccines. Which vaccines are right for you depend on your age, other health conditions you have (including pregnancy) and where you travel.

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Prevent Hospital Infections Take Steps to Reduce Your Risk During Your Stay According to the U.S. Department of Health and Human Services, 1 in 25 patients gets a healthcare-associated infection while staying at the hospital. Often, these happen because hospital procedures and equipment can expose internal parts of your body to germs. The chart below lists common infections and steps you can take to prevent them.

INFECTION

HOW IT STARTS

Catheter-Associated Urinary Tract Infections (UTI)

Germs enter your urinary tract while using a tube to drain urine

Surgical Site Infections

Germs affect the site of your surgery—either on your skin or internally

Central Line-Associated Bloodstream Infections

Germs enter your bloodstream through a large tube that’s inserted in a vein near your neck, chest or groin

Ventilator-Associated Pneumonia

Germs enter your lungs through a tube in your mouth, nose or neck used to help you breathe

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Superbugs

Superbugs are strains of bacteria that are resistant to several types of antibiotics. For many years, antibiotics have been prescribed to people around the world for unnecessary reasons. The overuse of antibiotics helped to create these resistant superbugs; examples include MRSA, VRE, ESBLs and C. diff. These superbugs can be spread from person to person by touch or from contaminated objects on surfaces. They also can survive for long periods of time on hands and other surfaces. Remember to only take antibiotics when prescribed by your doctor. Protect yourself by taking these steps below, and lastly, always remember to wash your hands and ask everyone you see during your stay to wash his or her hands, too.

SYMPTOMS n n n n

n n n

n

n

n n

fever burning pain bloody or frequent urination redness pain drainage of cloudy fluid fever r ed skin and soreness at site fever chills

PREVENTION n n

n n

n

n n n

n n

n

n

n

n n n n n

cough mucus fever chills shortness of breath

n n n

n

clean hands before touching area keep urine bag below level of bladder to prevent backflow don’t tug, pull, twist or bend the tube secure catheter to your leg and ask every day if it’s still needed do not shave surgery site (irritation increases risk of infection) clean hands before touching area don’t let visitors touch or dress your wound ask your nurse to show you how to care for your wound c lean hands before touching area make sure staff wears gloves, gown, cap, mask and sterile drape when handling tube speak up if your bandage comes off, looks wet or dirty, or if your skin looks sore avoid touching tube or letting visitors touch tube ask that tube be removed as soon as possible c lean hands before touching area ask if it’s safe to raise the head of your bed know how often the inside of your mouth needs to be cleaned and speak up when it hasn’t happened ask that the tube be removed as soon as possible

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Using Antibiotics Safely Take Steps to Improve How These Medicines Work Antibiotics can be life-saving medicines, but using them incorrectly can harm your body. Taking antibiotics when you shouldn’t can lead to antibiotic resistance. This means the medicines that used to work to fight off harmful bugs won’t work anymore.

LEARN MORE

When your doctor prescribes an antibiotic, it’s important to make sure you’re taking the right dose for the right amount of time.

Visit www.cdc. gov/getsmart for tips on using antibiotics after discharge.

22

While you’re in the hospital, your doctor will review your medicines, including antibiotics, regularly. He or she may change the dose or stop giving you the antibiotic if you don’t need it anymore. If you’re taking antibiotics outside the hospital, it’s important to finish them unless your doctor gives you different instructions. This helps to make sure the antibiotics will help you if you ever need them again. Once you start taking antibiotics, you should gradually begin to feel better, but keep in mind that it may take a few days for your symptoms to go away completely.

You also can improve antibiotic use after you’re discharged. Start by taking these steps: n K eep up with vaccines. Vaccines help prevent diseases from spreading and infections that may require antibiotics. n Wash

your hands. This is one of the best ways to prevent the spread of germs that cause infections and keep yourself and your family healthy. n Ask

about symptom relief. Talk to your doctor about how to relieve symptoms of your illness so you can feel better. n Only take antibiotics for infections caused by bacteria. Antibiotics don’t help illnesses caused by viruses, like colds and the flu. n A sk about watchful waiting. Some bacterial infections can get better without antibiotics. Your doctor may recommend waiting a few days to see if you get better before giving you antibiotics. n Take

antibiotics as prescribed. Even if you feel better, do not skip doses or stop taking an antibiotic early without approval from your doctor. n Throw leftover antibiotics away. Ask your pharmacist about the best way to get rid of leftover antibiotics.

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Rights & Responsibilities You Have the Right to:

B e treated in a dignified and respectful manner and to receive reasonable responses to reasonable requests for service E ffective communication that provides information in a manner you understand, in your preferred language with provisions of interpreting or translation services at no cost, and in a manner that meets your needs in the event of vision, speech, hearing or cognitive impairments; information should be provided in easy to understand terms that will allow you to formulate informed consent R espect for your cultural and personal values, beliefs and preferences P ersonal privacy, privacy of your health information and to receive a notice of the hospital’s privacy practices P ain management A ccommodation for your religious and other spiritual services A ccess, request amendment to and obtain information on disclosures of your health information in accordance with law and regulation within a reasonable time frame H ave a family member, friend or other support individual to be present with you during the course of your stay, unless that person’s presence infringes on others’ rights, safety or is medically contraindicated C are or services provided without discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression P articipate in decisions about your

care, including developing your treatment plan, discharge planning and having your family and personal physician promptly notified of your admission S elect providers of goods and services to be received after discharge R efuse care, treatment or services in accordance with law and regulation and to leave the hospital against advice of the physician H ave a surrogate decision-maker participate in care, treatment and services decisions when you are unable to make your own decisions R eceive information about the outcomes of your care, treatment and services, including unanticipated outcomes G ive or withhold informed consent when making decisions about your care, treatment and services R eceive information about benefits, risks, side effects to proposed care, treatment and services; the likelihood of achieving your goals and any potential problems that might occur during recuperation from proposed care, treatment and service and any reasonable alternatives to the care, treatment and services proposed G ive or withhold informed consent to recordings, filming or obtaining images of you for any purpose other than your care P articipate in or refuse to participate in research, investigation or clinical trials without jeopardizing your access to care and services unrelated to the research K now the names of the practitioner who has primary responsibility for your care, treatment or services and the names of other practitioners providing your care

23

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Rights & Responsibilities cont.

F ormulate advance directives concerning care to be received at end-of-life and to have those advance directives honored to the extent of the hospital’s ability to do so in accordance with law and regulation; you also have the right to review or revise any advance directives B e free from neglect; exploitation; and verbal, mental, physical and sexual abuse A n environment that is safe, preserves dignity and contributes to a positive self-image B e free from any forms of restraint or seclusion used as a means of convenience, discipline, coercion or retaliation; and to have the least restrictive method of restraint or seclusion used only when necessary to ensure patient safety A ccess protective and advocacy services and to receive a list of such groups upon your request R eceive the visitors whom you designate, including but not limited to a spouse, a domestic partner (including same sex domestic partner), another family member, or a friend. You may deny or withdraw your consent to receive any visitor at any time. To the extent this hospital places limitations or restrictions on visitation; you have the right to set any preference of order or priority for your visitors to satisfy those limitations or restrictions E xamine and receive an explanation of the bill for services, regardless of the source of payment

You Have the Responsibility to:

P rovide accurate and complete information concerning your present medical condition, past illnesses or hospitalization and any other matters concerning your health

T ell your caregivers if you do not completely understand your plan of care F ollow the caregivers’ instructions F ollow all medical center policies and procedures while being considerate of the rights of other patients, medical center employees and medical center properties

You Also Have the Right to:

Lodge a concern with the state, whether you have used the hospital’s grievance process or not. If you have concerns regarding the quality of your care, coverage decisions or want to appeal a premature discharge, contact the State Quality Improvement Organization (QIO).

Regarding Problem Resolution, You Have the Right to: Express your concerns about patient care and safety to hospital personnel and/or management without being subject to coercion, discrimination, reprisal or unreasonable interruption of care; and to be informed of the resolution process for your concerns.

If your concerns and questions cannot be resolved at this level, contact the accrediting agency indicated below: North Carolina Department of Health and Human Services 2711 Mail Service Center Raleigh, NC 27699 800-624-3004 KEPRO 5201 W. Kennedy Blvd., Suite 900 Tampa, FL 33609 844-455-8708 Fax: 844-834-7129 Office of Quality and Patient Safety The Joint Commission One Renaissance Blvd.

Oakbrook Terrace, IL 60181 800-994-6610 Email: patientsafetyreport@jointcommission.org

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Notice of Nondiscrimination Welcome As a recipient of Federal financial assistance, Lake Normal Regional Medical Center affiliates shall not exclude, deny benefits to, or otherwise discriminate against any person on the basis of age, race, color, national origin, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, or gender identity or expression, in admission to, participation in, or receipt of the services and benefits under any of its programs and activities, or in employment therein, whether carried out by the affiliate directly or through a contractor or any other entity with which the affiliate arranges to carry out its programs and activities. This provider: P rovides free aids and services to people with disabilities to communicate effectively with us, such as: n Qualified sign language interpreters n Written information in other formats (large print, audio, accessible electronic formats, other formats) P rovides free language services to people whose primary language is not English, such as: n Qualified interpreters n Information written in other languages If you need these services, contact the Risk Officer/ADA Coordinator at Lake Norman Regional Medical Center.

If you believe that this provider has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability or sex, you can file a grievance with: Risk Officer/ADA Coordinator Lake Norman Regional Medical Center 171 Fairview Rd., Mooresville, NC 28117 704-660-4090 • TTY: 800-855-4000 Fax: 704-660-4049 • MooresvilleNCCHS14RiskManager@chs.net You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, the Risk Officer/ADA Coordinator is available to help you.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ ocr/portal/lobby.jsf, or by mail or phone at U.S. Department of Health and Human Services, 200 Independence Ave. SW., Room 509F, HHH Building, Washington, DC 20201, 1-800-368-1019, 800-537-7697 (TDD). Complaint forms are available at www.hhs.gov/ocr/office/file/index.html.

?

Call 1–704-660-4090 (TTY: 1–800-855-4000).

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Notice of Nondiscrimination continued ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you.

Spanish ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística.

Chinese 注意：如果您使用繁體中文，您可以免費獲得語言援助服務。 Vietnamese CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn.

Korean 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다.

French ATTENTION : Si vous parlez français, des services d’aide linguistique vous sont proposés gratuitement.

Arabic

Hmong LUS CEEB TOOM: Yog tias koj hais lus Hmoob, kev pab cuamtxhais lus, yog pab dawb xwb.

Russian ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода.

Tagalog PAUNAWA: Kung nagsasalita ka ng wikang Tagalog, mayroon kang magagamit na mga libreng serbisyo ng tulong sa wika.

Gujarati સુચના: જો તમે ગુજરાતી બોલતા હો, તો નિ:શુલ્ક ભાષા સહાય સેવાઓ તમારા માટે ઉપલબ્ધ છે.

Mon Khmer/Cambodian

German ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung.

Hindi ध्यान दें: यदि आप हिंदी बोलते हैं तो आपके लिए मुफ्त में भाषा सहायता सेवाएं उपलब्ध हैं। Laotian ເອົາໃຈໃສ່: ຖ້າທ່ານເວົ້າພາສາລາວ, ພວກເຮົາມີບໍລິການໃຫ້ຄວາມຊ່ວຍເຫຼືອດ້ານພາສາໂດຍບໍ່ເສຍຄ່າໃຊ້ ຈ່າຍໄວ້ບໍລິການທ່ານ.

Japanese 注意事項：日本語を話される場合、無料の言語支援をご利用いただけます。

NC

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Advance Directives A Simple and Smart Way to Take Charge of Your Care One of the most important decisions you can make about your care is to fill out advance directives in case you can no longer speak for yourself. Advance directives are documents that let others know your wishes about the type of care you want. And they will only be used if you become unconscious or too ill to communicate yourself.

Different states have different laws about advance directives. Check with your Admissions department or nurse if you have any questions. Directives can include:

Living Will

This set of instructions explains the type of lifeprolonging medical care you wish to accept or refuse. It can include your wishes about the use of resuscitation (CPR) if your heart stops, a ventilator if you stop breathing, or feeding tubes or IVs if you cannot eat or drink.

Durable Power of Attorney for Healthcare

This is a legal document that names your healthcare proxy—someone who can make medical decisions for you if you’re unable to do so. An official healthcare proxy can represent your wishes on emergency care but also on other medical issues like potential treatment options, blood transfusions, kidney dialysis, etc. Choose someone you trust, discuss your medical wishes, and make sure the person agrees to represent you in this role.

Healthcare Surrogate

A person (agent) appointed to make medical decisions on your behalf if you are unable to do so. This person is sometimes chosen by patients themselves, or, depending on state regulations, may be chosen by the patient’s doctor in certain circumstances. If you are choosing your own healthcare surrogate, choose someone you know well and trust to represent your preferences. Be sure to discuss this with the person before naming him or her as your agent.

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FILL OUT YOUR FORMS

Make sure you submit advance directives each time you go to the hospital, so your most current information and wishes are on file. You do not need a lawyer to fill these out. For more information and to obtain the forms you need, contact your nurse.

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After-Hospital Care Quick Guide to Recovery Options for After Your Stay

After-hospital care that fits your needs is important. Make sure you understand what your hospital staff recommends for you. After-care options include:

Home Healthcare— Care

provided by professionals in your home to help maintain or restore health. Includes: home care services such as housekeeping and meal preparation; personal care services such as bathing, dressing or eating; and healthcare services such as physical therapy or skilled nursing.

Independent Living—

Communities with individual, private apartments or homes.

Includes: meals, housekeeping, maintenance, social activities and possibly transportation.

Assisted Living— Individual units or apartments, usually in a longterm care facility. Includes: home and personal care services, as well

as help managing health conditions and medicine routines—plus social activities and transportation.

Medical staff is on-site 24 hours.

Nursing Home— Long-term care

facility for individuals who don’t need a hospital, but can’t be cared for at home. Includes: all daily living and personal care services, 24-hour skilled nursing care, plus social activities and events. Special units often available for people with Alzheimer’s disease or memory loss.

Some nursing homes also offer short-term rehabilitative stays for patients recovering from an injury or illness.

Hospice— Care program that

provides support for terminally ill patients and families in hospitals, facilities or homes, depending on the patient’s condition. Includes: 24-hour help with pain control, symptom management and emotional or spiritual support.

To get started evaluating or finding after-hospital care resources in your area, visit:

n

Eldercare Locator www.eldercare.gov

n

National Respite Network and Resource Center www.archrespite.org

Contact your health insurance, Medicare or Medicaid to find out what care and services are covered for you, and to obtain help with costs.

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Understanding Your Bill Take Charge of Your Payments The hospital billing process may seem complicated, but you can feel more in control by knowing exactly what your bill covers. For example, if you stay overnight, you can expect to see charges for your room, meals, 24-hour nursing care and medicines. The bill also will show charges for any special services, such as X-rays and lab tests. You’ll receive bills for doctors, surgeons and specialists separately from the hospital.

Medicare

If you have Medicare, you’ll have to fill out an MSP (Medicare secondary payer) form. This ensures that Medicare only pays for services not covered by other insurance you may have. If you have secondary insurance, this usually covers Medicare deductibles.

If you don’t have secondary insurance, you need to pay these amounts yourself.

Also be sure to read your quarterly MSNs (Medicare summary notices) to review: the amount your doctor(s) charged the amount Medicare approved and paid

n the amount you owe

n your current deductible status If you have questions, call the customer service number listed on your statement.

n

n

Commonly Confused Terms

KEEPING TRACK

One of the key ways to feel wellinformed and less overwhelmed about the hospital billing process is to stay organized.

Keep all of your statements and bills together and review each one as it arrives.

• D eductible: The amount you owe each year before your insurance begins making payments.

• C o-payment: A flat fee you pay for a specific service, usually due at the time of service.

• C o-insurance: The portion of your medical expenses that you’re personally responsible for paying. For example, your insurance may cover 80 percent of a bill, while you have to pay the remaining 20 percent.

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Understanding Your Bill continued Commercial Insurance Providers

If you use a commercial insurance provider, then the hospital forwards your claim based on the information you provide at registration. But remember, you still are ultimately responsible for payment of your bill.

About a month after you leave the hospital, you’ll get an explanation of benefits (EOB) statement from your insurance provider. This isn’t a bill.

EOBs show:

n

the amount billed by your doctor or hospital

n

how much of that cost is covered by your insurance

n

how much you owe

Review this and all other bill-related documents carefully. If you have questions, contact your doctor or the customer service number listed on the statement.

Need Help?

Self-Pay Patients and If you don’t understand Payment Arrangements something on your bill, If you’re planning to pay your bills you’re having trouble paying without help from Medicare or a your bills, or you want to commercial insurance provider, know if you are eligible for government-support then you’ll get bills directly from insurance programs, we the hospital. When the first bill arrives, can help. Just tell your call the hospital’s financial services nurse that you would like department to set up a payment plan. to speak to an application coordinator.

Communicate with the financial services department as soon as possible. If you don’t set up a payment plan, or if you stop making payments, then your account may be placed with a collection agency. The hospital wants to work with you, so reach out with any questions or concerns you have.

Understanding Coordination of Benefits (COB) COBs happen when you’re covered under two or more insurance companies. This may occur when spouses or partners are listed on each other’s insurance policies, or when both parents carry their children on their individual policies.

To prevent duplicate payments, COBs determine the primary payer. You choose who this is when you’re admitted. Insurance companies usually request completed COBs from you before paying a claim, so make sure you address these requests quickly.

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SPOTLIGHT ON HEALTH

Heart Attack & Stroke Warning Signs Recognize the Signs and Get Help Quickly A heart attack or stroke is a medical emergency and every second counts. The faster you or a loved one recognizes the symptoms and gets help, the better your chances of surviving, with the least amount of damage to your heart or brain.

Once you’ve had an event, you’re at greater risk of having one in the future, but the symptoms of a second event can be different from the first.

Heart Attack Warning Signs

The main symptom of a heart attack is chest pain or discomfort. It also can feel like pressure, fullness or squeezing in your chest. These feelings may start gradually and get worse, or they may come and go.

Women also may have unusual heartburn, shortness of breath, lightheadedness, nausea, or feel tired or anxious weeks before.

Stroke Warning Signs

Think F.A.S.T. when it comes to recognizing a stroke:

F ACE DROOPING: Does one side of your face droop or is it numb?

Try to smile.

A RM WEAKNESS: Is one arm weak or numb? Raise both arms.

Does one arm drift downward?

S PEECH DIFFICULTY: Is your speech slurred? Are you unable to speak?

Try to say a simple sentence like “The sky is blue.”

T IME TO CALL 911: If you notice any of these symptoms, even if they go away, call 911 right away.

Other sudden symptoms can include:

n

numbness or weakness in your leg

n

confusion or trouble understanding

n

trouble seeing in one or both eyes

n

trouble walking, dizziness, loss of balance and coordination

n

severe headache with no known cause

If you think you or a loved one is having heart attack or stroke symptoms, call 911 immediately and go directly to the emergency room.

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SPOTLIGHT ON HEALTH

Stop Smoking Reduce Your Chances of Returning to the Hospital No matter how long you’ve been a smoker, it’s never too late to quit this unhealthy habit. The benefits start right away and last a lifetime: n

n

n

n

n

n

0 MINUTES after quitting, your 2 heart rate and blood pressure drop.

WEEKS TO 3 MONTHS after 2 quitting, your circulation improves and your lungs work better.

1 YEAR after quitting, your risk of heart disease is half that of a smoker’s.

YEARS after quitting, your risk 5 of mouth, throat, esophagus and bladder cancers is cut in half.

10 YEARS after quitting, your risk of lung cancer is half that of a smoker’s.

1 5 YEARS after quitting, your risk of heart disease is the same as a nonsmoker’s.

Ready, Set, Quit!

Now that you’ve decided to quit, take it one day at a time. Remind yourself that you are in control— you can choose to smoke or not.

Be prepared to have nicotine cravings. They usually pass soon, so wait it out. The good news is that they become weaker and less frequent the longer you go without smoking.

When a craving hits, take a walk, call a friend or do something else you enjoy.

If you need help quitting or coping with cravings while you’re here, contact your nurse.

3 Tips to Help You Quit 1. Fight the Urge Don’t let yourself think that you can have just one cigarette, but if you do slip, start again and make tomorrow your new first day to quit.

2. Get Moving Exercise is a good way to keep your mind off cigarettes. The longer you go without smoking, the better you can breathe and the easier it will be to exercise.

3. K eep Your Mouth Busy Try toothpicks, celery, sugarless gum or sugar-free lollipops.

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CareNotify™ Access Health Information from Your Smartphone CareNotify™ is a system to help you be informed about your care and what you need to do to stay healthy.

CareNotify™ includes a Patient Portal as well as capabilities for secure, direct communication to patients via text or email.

Watch for Our Text Message If you provided your smartphone number when you were admitted, we will text you after your visit. CareNotify™ gives you access to your health information right on your smartphone.

If you provided a smartphone number when you were admitted (or the hospital has your smartphone number on file), you will receive a text message from CareNotify™. If you provided an email address rather than a smartphone number, you will receive an email instead of a text message.

For more information about CareNotify™, visit our hospital website and click on “Patient Portal.” There you will find frequently asked questions and a link to access the Patient Portal.

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Physician Ownership Our Physician Ownership Disclaimer There is a federal regulation that requires hospitals, under certain circumstances, to tell patients if one or more physicians have an ownership or investment interest in the hospital. This hospital does have physician ownership and/or investment as set forth in the regulation (i.e., this hospital meets the definition of a “Physician-Owned Hospital” in 42 CFR §489.3).

You have the right to request a list of the hospital’s physician-owners or investors, and the hospital will make that list available to you at the time the request for the list is made. To request a list of the hospital’s physicianowner(s) or investor(s) (if applicable), please: n Call the Administration department at 704-660-4010, OR n n

Send an email to disclosure.lnrmc@lnrmc.com, OR rite to: W Lake Norman Regional Medical Center P.O. Box 3250 171 Fairview Rd. Mooresville, NC 28117 ATTN: Administration

Your request must include the patient’s name and mailing address. Otherwise, the request will not be completed. If you have any questions about this, please contact the Administration department at 704-660-4010.

Thank you for choosing Lake Norman Regional Medical Center for your healthcare.

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Hospital Resources Staff Definitions Hospitalists The hospitalists of Lake Norman physicians are inpatient specialists who coordinate care 24 hours a day for referred or assigned hospitalized patients. Each is a board-certified physician who manages care for hospitalized patients from admission to discharge. These physicians have strong backgrounds in internal medicine and work with your primary care or referring physician to ensure you receive the best continuity of care.

Volunteers Volunteers give thousands of hours each year to our hospital to enhance the care of our patients and their families. They provide support throughout the hospital, including staffing the information desk, delivering mail and flowers, operating the gift shop and escorting patients.

Hospital Resources Diagnostic Imaging Services Diagnostic imaging services include radiology, fluoroscopy, diagnostic and vascular ultrasound, OB ultrasound, nuclear medicine, MRI, CT scan, lithotripsy, cardiac catheterization, 3D mammography and osteoporosis screening. For more information about Diagnostic Imaging Services, or to schedule an appointment, call 704-660-4920.

Educational Classes Lake Norman Regional Medical Center offers education and wellness programs for its patients and as a service to the community.

Call 888-99-LNRMC (56762) to register for classes or for more information.

Emergency Room The hospital’s Emergency Department is open 24 hours a day, seven days a week, and is staffed by board-certified emergency medicine physicians. The Emergency Department provides treatment and stabilization to all patients seeking emergency medical care. For an emergency, dial 911. For more information about the hospital’s emergency services, call 704-660-4130.

Are you an Inpatient or Outpatient (Observation)?

Even if you stay in the hospital overnight, you might not be an inpatient. Your hospital status affects how your insurance pays for your care and how much you pay. An inpatient is when your doctor has written an inpatient order for aggressive treatments that you cannot receive at a lower level of care outside the hospital.

An outpatient is when you are receiving services that are not on the same level as an inpatient. The time you are in outpatient status is used to help the doctor decide if you need to be admitted as

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Hospital Resources continued inpatient, or discharged for further work or care on an outpatient basis.

If you have questions regarding your status, please contact Case Management at 704-660-4895.

Rehabilitation Center The Lake Norman Rehabilitation Center programs are designed to return patients to normal function or assist them in adapting to diminished function, as well as to decrease pain and discomfort, and to educate family members and other caregivers. Appointments may be scheduled by calling 704-660-4470.

The Stork’s Landing Maternity Center The Stork’s Landing Maternity Center offers decorative, homelike labor, delivery, recovery and postpartum suites. For more information, call the Perinatal Program Coordinator at 704-660-4020.

Services include: n Special Care Nursery n Breastfeeding Class n Childbirth Education n Hospital Tours for Expectant Parents n Infant Care Class n Infant/Child CPR n Safe Sitter Class n Sibling Class n Support Groups

Surgical Weight Loss The Center for Surgical Weight Loss at Lake Norman offers bariatric surgery for the treatment of obesity, including Adjustable Gastric Band, Sleeve Gastrectomy, Gastric Bypass, SILS (Single Incision Laparoscopic Surgery) approach, and the minimally invasive Gastric Balloon. Surgical correction of obesity is the only form of treatment that has been shown to induce sustained long-term weight loss as well as resolution of medical co-morbidities for this population.

Call 704-660-HLTH (4584) for more information and to register to attend a free monthly seminar. You also may visit www.lnrmc.com and click on the Surgical Weight Loss link for additional information, or go directly to the site: www. lnrmcsurgicalweightloss.com.

We Are Here to Serve You If, at any time during your stay, you have a question about who is caring for you or you need help for any reason, please ask.

Our staff members will find the right person to provide you with the care you need.

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Hospice Care at Lake Norman • Easily accessible from Lake Norman Regional Medical Center • Staffed by local health care professionals

A service of

Catawba Regional Hospice

828.466.0466

7473 Sherrills Ford Road Sherrills Ford, NC 28673 Autumn Care of Statesville

Respectful and Compassionate Choices

2001 Van Haven Dr. Statesville, NC 28625

(704) 883-9700

www.saberhealth.com

• Rehabilitation • Skilled Nursing • Long-Term Care Having elective surgery? Before you do, call us to plan your rehabilitation. We will provide you all the services and amenities to ease your transition home.

KnoW Your Meds

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Understand what medicines you’re taking and why.

Questions about your meds?

Ask your doctor or nurse.

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For seniors who value their independence • Assisted Living & Alzheimer’s Care • Restaurant-Quality Fine Dining • Beautiful Setting 10 Minutes from Lake Norman • All-Inclusive Rates • Private Pay, SA & LTC Accepted Upon Approval

Join us for lunch and a tour today!

704-660-8000 | carillonassistedliving.com

HELPING MANAGE YOUR LOVED ONE’S MONEY

UNDERSTANDING BENEFITS

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