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Welcome to Kaiser Permanente Westside Medical Center

All plans offered and underwritten by Kaiser Foundation Health Plan of the Northwest. 500 NE Multnomah St., Suite 100, Portland, OR 97232. Š2013 Kaiser Foundation Health Plan of the Northwest


PATIENT GUIDE

In this guide Welcome to Kaiser Permanente Westside Medical Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Getting you involved in your care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Your stay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Your safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Your team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Going home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Your hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Your rights and responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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If you have concern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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WELCOME TO KAISER PERMANENTE WESTSIDE MEDICAL CENTER Welcome to Kaiser Permanente Westside Medical Center, where you will receive outstanding care from health care providers who are highly skilled and compassionate. Our culture of patient- and familycentered care guides everything we do here at Westside Medical Center. You and your needs as a whole person are central. That means: s Patients and families are treated as partners at every level of care. s Care without long waits. s A care team that provides the safest and highestquality care with compassion. Our medical center has an atmosphere that supports care and healing. And much more! The newest medical center in Hillsboro, Westside has 122 patient beds and room to grow. The medical center opened in 2013 to serve patients who live in rapidly growing Washington County and surrounding communities. Westside is home to our regional center for hip and knee replacement, as well as our robot-assisted surgery program. We embrace our role as a leader in providing excellent patient care to our community. We look forward to our role in restoring your health.

Our cause is health. Our passion is service. We’re here to make lives better.

Membership Services If you or your family has any questions, a Membership Services representative will be happy to help. Representatives are available just off the main lobby, from 8 a.m. to 5 p.m., Monday through Friday. The office is closed public holidays and during the lunch hour, which may vary. You may call Membership Services from 8 a.m. to 6 p.m., Monday through Friday, at: Portland area . . . . . . . . . . . . . . . . . . . . . . . 503-813-2000 Other areas . . . . . . . . . . . . . . . . . . . . . . .1-800-813-2000 TTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-800-735-2900 Language interpretation services . . . . . .1-800-324-8010 Medicare members can call Membership Services toll free, from 8 a.m. to 8 p.m., seven days a week, at 1-877-221-8221.

Main hospital number The hospital operator is available 24 hours a day, seven days a week: Portland area . . . . . . . . . . . . . . . . . . . . . . . . 971-310-1000 Vancouver area . . . . . . . . . . . . . . . . . . . . . 360-256-0556

If you need an interpreter We can provide an interpreter, free of charge, if you need one. Talk to the representative at the Membership Services office in the front lobby. Or call our language interpretation services line at 1-800-324-8010.

¿Necesita intérprete? El servicio de intérpretes es gratis para los pacientes de Kaiser Permanente. Si necesita intérprete por favor diríjase a la oficina de Servicios a los Miembros o llame al 1-800-324-8010.

Welcome to Kaiser Permanente Westside Medical Center 1


GETTING YOU INVOLVED IN YOUR CARE We understand that being in the hospital is not easy for you or your family. Our highest goal is that your stay here is even better than what you expect in terms of your health and your overall experience. We know that involving you, your family, and other people who are supportive of you, will improve your health. See the “mutuality” section below, where you can answer questions that help us learn more about you and your wishes for your care. The Charge Nurse in your unit wants to hear from you and may be able to solve any problem right away. If you’d like, you may also ask to talk to the Nursing Manager or Director of your unit. Another way you can help us serve you better is by letting us know how we’re doing—good or bad. When one of our staff goes above and beyond, we want to know. If you have an experience that doesn’t meet your expectations, if you have concerns or any problems, we also want to hear from you. No amount is too small to share. That way, we can improve how we serve and take care of you, and improve the experience for you and other patients Our Patient Advisory Council is another way we receive input. The council is made up of patients, families, and hospital leaders. Its purpose is to strengthen communication among all parties and to collaborate in making decisions related to hospital care. By doing that, we can continue to improve the care experience for you. For more information, call 971-310-5704 (the contact at this number is not able to respond to urgent inquiries.)

Mutuality Mutuality is when the care team collaborates with you (and if you wish, your loved ones) to determine goals for care. See “Talk to us” on page 12 for tips on communication with your care team. We would like to start by asking you a few questions. Sharing your responses with your care team will help the team: s Learn about you and your perspective s Learn about how your family is supportive and involved s Keep you and your family at the center of care s Individualize your plan of care Please take a few minutes to think about these questions:

1.

Tell us your questions and concerns regarding your health and/or your care. Please tell us about emotions you may be experiencing.

2.

Is there anything you could tell us that would help us give you care that is more personalized?

3.

What level of involvement would you like to have in your care?

4.

What level of involvement would you like your family and loved ones, which can include anyone you choose, to have in your care?

5.

Do you know how or whether your lifestyle will change as a result of this hospitalization?

Family, loved ones, support people We use the phrases “support person” or “support people” to talk about anyone who is there for you during part or all of your hospitalization. These can be family, friends, or anyone else you want to choose.

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Welcome to Kaiser Permanente Westside Medical Center


YOUR STAY It is our goal for you to be as safe and comfortable as possible during your stay here. Please feel free to share any questions or concerns with any member of your health care team.

Welcome visitors! We promote a healing environment and recognize the benefits of you being with your loved ones. Visitors are welcome at any time, even to spend the night in your room. Anyone who comes to the hospital between the hours of 9 p.m. to 6 a.m. will need to use the entrance near the Emergency Department, which is at the south end of the hospital. Be sure to stop at the security desk to pick up a visitor badge. To protect you and other patients, anyone with cold, flu, or other symptoms of a contagious illness will be permitted to visit when symptoms have cleared.

Family representative We encourage you to make decisions about your medical care for as long as you are able. We encourage you to name someone to make decisions for you should the need arise. You may not be able to make such decisions due to severe illness or because you’re too sleepy from medication, for example. Signing a Durable Power of Attorney for Medical Care Form, also known as an advance directive, gives the person you name the power to make medical decisions for you. You may get this form from staff at any check-in desk on any floor or the welcome desk in the front lobby. If you are hospitalized and are in a marriage legally recognized in Oregon, your spouse automatically has the right to make medical decisions for you if you are unable. If you are not in a marriage recognized legally in Oregon, or if you want someone other than your legal spouse to make medical decisions for you, please let hospital staff know so we can honor your wishes.

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Release of medical information and patient directory Unless we have your permission, federal laws prevent us from telling anyone—including family members, domestic partners, and other relatives—any information about you. If you want your loved ones to receive information about your condition and care, please complete a form called Authorization for Release of Information. These are available at any check-in desk. Specify the names of the people with whom we may share your health information and the type of information we may release. For those who choose to be listed, our patient directory provides a list of patients in the hospital. This is available, for example, to anyone who might be delivering flowers or another item to a patient. You’ll be asked at check-in whether you want to be listed in the patient directory.

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If you choose not to be listed, the hospital will not give any information, either over the phone or in person, to anyone. Packages or deliveries left for you at a check-in desk cannot be accepted if you are not listed in the patient directory. If you have any questions about the privacy of your health information and how we use it to care for you, please refer to Kaiser Permanente’s Notice of Privacy Practices. Just ask for a copy when you are admitted to the hospital.

Notary public Notaries are available to notarize your medical or health insurance documents. Staff at check-in desks on each floor can provide notary services daily between 7 a.m. and 6:30 p.m. If you need a notary to come to your room or have documents notarized outside of regular hours, ask your nurse for assistance.


Identification Please bring official photo identification (ID) when you check-in at the hospital. You also will need your Kaiser Permanente member identification card, along with any insurance ID card you might have for other insurance. At check-in, an ID band will be placed on your wrist. The band has information specific to you and is a critical tool in your safety. Make sure all information on your band is correct. If it is removed for a procedure, make sure it is replaced promptly. If your health care provider does not check your ID band at every encounter, or if you think you’re being mistaken for another patient, say something right away. All hospital employees wear a name badge, which shows the employee’s photograph, name, and department. Feel free to ask to see a staff person’s name badge if it’s not visible.

Extra precautions are taken with maternity patients and babies. All staff from the mother/baby units can be identified by yellow ID badges. A special security system is in place for newborn safety.

Personal belongings Try to keep as few personal belongings with you as possible during your stay. During your check-in, our Patient Access Department will be happy to put your personal items in a locked safety deposit box until you leave the hospital. This service is free. The over-bed table, counter, and clothes closet in your room are the only places you should keep your personal belongings or personal hygiene items. Sometimes we need to put supplies and equipment on the countertops. You can keep glasses, dentures, and hearing aids at your bedside. When you aren’t using them, please store them in containers labeled with your name so they are not accidentally lost.

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Pain management

Computers, electronics, and connectivity

You are the expert in knowing how you feel. Be sure to tell your care team when you have any kind of pain. To help describe your pain, tell:

Wi-Fi is available free of charge throughout the facility and does not require a password. You will be asked to sign a usage agreement when you launch your connection to the Internet.

s when pain began s where you hurt s what type of pain you have (sharp, dull, throbbing, burning, tingling) s whether the pain is there all the time or comes and goes s what, if anything, helps s what, if anything, makes it worse s whether pain medicine is working s if your medicine works, how long it helps

PAIN SCALE Pain control is an important part of your care.

0 NO 0 HURT

2 HURTS 2 LITTLE BIT

4 HURTS 4 LITTLE MORE

6 HURTS 6 EVEN MORE

8 HURTS 8 WHOLE LOT

10 HURTS 10 WORST

From M.J. Hockenberry and D. Wilson, Wong’s Essentials of Pediatric Nursing, 8th ed. (St. Louis: Mosby, 2009). Used with permission. Copyright Mosby.

0 – 10 NUMERIC PAIN RATING SCALE

0 NO PAIN

6

1

2

3

4

5 MODERATE PAIN

6

7

8

9

10 WORST POSSIBLE PAIN

Welcome to Kaiser Permanente Westside Medical Center

Personal communication and entertainment devices like mobile phones, laptops, tablets, two-way radios, and other devices that send a signal may interfere with equipment crucial for your care. For your safety, when you are in a bed or in a treatment area, you may use an electrical device such as a laptop, phone, or tablet on battery power only. You cannot use any type of personal electronic device while it is plugged into an electrical outlet for purposes of charging the battery. A staff member can work with you to safely charge your device, and can work with you and your family to show you where and how these devices can be used safely. While any of these devices are plugged in to an outlet, they must be kept more than six feet from the patient and any medical equipment. Fire regulations prohibit other electrical devices in our facility that plug-in to an electrical outlet. This includes items such as shavers, toothbrushes, radios, electric blankets, and others. If you have any questions about using appropriate devices, please talk with your nurse. Kaiser Permanente is not responsible for the loss of or damage to any personal devices. Hospital leaders reserve the right to make final decisions about appropriate devices and what they can be used for. For example, using your devices to take photos or videos must not violate patient or staff privacy. To protect patient confidentiality, the touch screen computer accessible from your bed is the only computer you may use. The other computer is to be used only by people who are on staff at the medical center. For details on how to use the bedside computer, see page 10, for the section MyLink.


Your room Bed Buttons on the side rails of the bed raise and lower the head of the bed and the foot of the bed.

Lights Buttons on your pillow speaker control room lights.

Call buttons Your nurse and others on your care team will check on you regularly. If at any time you need assistance or have a question for your nurse or another team member, use one of the call buttons on your pillow speaker. (You can use a button that matches your need or simply choose the one with a symbol of a nurse.)

Temperature To change the temperature of your room, ask anyone on your team to change the thermostat.

Windows For a little fresh air, ask a member of your team to crack open a window.

eCareboard The eCareboard, hanging on the wall in your room displays the names of your care team members. It provides a reference for you and your loved ones. It also provides contact information for your primary support person. eCareboard will go dark in the evening and activate in the morning. A member of the care team can darken the board at anytime if you’d prefer.

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Showers Your nurse can help you use the shower in your room or in a nearby shower room. Patient showers may be used by your support person.

Telephone calls To make a local phone call from your room, dial “9” to reach an outside line. For long-distance calls, dial “0” to reach the hospital operator. You will need to charge the call to a phone card or reverse the charges. The hospital will not accept collect calls.

Food and drink Patient meals. We want you to enjoy food that not only is healthy but tastes good, too. Our nutrition and culinary experts are on-site, preparing healthy dining options tailored to your dietary guidelines. A menu will be delivered to your room. Feel free to order anytime between 7 a.m. and 7 p.m., ask questions, and provide feedback to the hospitality aide who delivers your meals. Courtyard Café. On the lower level serving house-made food daily, the cafeteria is open for breakfast 7 a.m. to 9 a.m., lunch 11 a.m. to 2 p.m., and dinner 4:30 p.m. to 7 pm. We buy fresh, local food whenever possible and prepare it in healthful and flavorful ways. The cafeteria offers an extensive salad bar, and soup bar. During lunch the grill serves hamburgers, and premade sandwiches, and snacks also are available. Vending machines. A variety of beverages and snacks, including “Healthy Picks” options, are available from vending machines. They’re on the lower level next to KaiPerm Northwest Credit Union. Espresso N More. The coffee bar is on the main level of the hospital adjacent to the Gift Shop and serves locally roasted coffee. A selection of sandwiches, salads, yogurt, and low-fat muffins are available daily, 6 a.m. to 5 p.m., Monday through Friday, and 7 a.m. to 3 p.m. Saturday and Sunday. Microwave. A microwave is available in the vending machine area.

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Housekeeping Our housekeeping staff has prepared your room so it’s clean and comfortable. They will return daily to maintain it. For additional housekeeping services, such as an extra pillow or blanket, call 971-310-4467 between 8 a.m. and 11 p.m., seven days a week.


Payment for your care

Pets

Co-pays and deductibles are due upon admission (if applicable). Please be prepared to pay with a check, cash, or a credit or debit card, and bring photo identification with you.

For the safety of our patients, visitors, and staff, animal visits are limited to service animals and trained therapy dogs. Exceptions sometimes can be made if your doctor makes a special request. The dog needs all required shots and a recent bath. Let nursing staff know if you expect a visit from your dog or would like to see a therapy dog.

For patients who qualify, Kaiser Permanente has temporary financial assistance. Financial counselors are available on the medical center’s main level from 9:30 a.m. to 5 p.m., seven days a week (hours shorter on holidays).

Ethics Ethics Consultants. There is support for you and your loved ones when you face difficult decisions. Ethics Consultants are available daily, 7 a.m. to 8 p.m. Ask your nurse or dial “0” and request to be connected with an ethics consultant. For details, see page 16 in the section “Your team.”

Spiritual care We believe in your total health — mind, body, and spirit, which is why the hospital has a prayer/meditation room for you and your visitors. It’s located on the main level of the hospital, across from the Emergency Department. Sunnyside’s chaplains, who are not part of a religious group, are available 24 hours a day. The role of our chaplains is to offer you and your family spiritual and emotional support. Upon your request, the chaplain can put you in touch with a minister, priest, rabbi or another spiritual representative. To arrange a visit by the chaplain or request a referral, call 971-310-4184 or ask your nurse.

Balloons, flowers, and other gifts Refer to the information on delivery of packages in the section titled “Release of medical information and patient directory” on page 4. Only Mylar balloons are allowed in the hospital. Latex balloons must not be brought into the medical center because they pose serious allergy and choking hazards.

Harp players If requested, a specially trained harpist with Sacred Flight, http://www.sacredflight.org, will play soothing music for a patient who is at the end of their life. Ask your nurse about this free service.

Volunteers Volunteers are available to drop by with an activity cart full of crossword, number and word puzzles, magazines, books, and DVDs. Volunteers can visit to play cards and other games with you, have a conversation or simply sit and pass the time. Some volunteers have specially trained therapy dogs who visit the hospital on certain days. Talk to your nurse if you’d like a volunteer to serve you.

Smoke-free for better health For your health, the health of other patients, and our staff, Westside Medical Center is smoke-free. Smoking is not permitted anywhere on the medical center campus, including in the hospital and parking structure. If you are a smoker, please talk to your doctor about quitting or getting nicotine patches to use during your stay.

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MyLink: Your bedside touch-screen computer The computer screen and keyboard at your bedside (we call it MyLink) perform a variety of functions. Use them to: s order meals and snacks s access health education s learn about the hospital s watch TV and movies on-demand s and more! The system is designed to be easy for you to use. After you choose your language and agree to terms of service, it takes you to MyLink’s home page. From there you can easily explore all of MyLink:

Each member of your care team is knowledgeable and able to assist with MyLink, so don’t hesitate to ask. Just a few highlights:

Ordering meals and snacks We provide each patient a menu tailored to his/her nutritional needs. To find yours, from the homepage, look at the menu bar that spans the screen from one side to another and click on Thrive, which is at the left end. When the Thrive menu drops down, you’ll see “My Menu.”

Accessing health education Your nurse will encourage you to explore the “Learn” section of MyLink. Here you can watch videos and read material recommended by your care team. There is a variety of other health information to look at.

s Thrive

Watching TV and movies

s Learn

Watch TV programming from 70 channels and more than a dozen family-friendly movie titles. You’ll find a volume control dial on the bottom edge of the touch-screen.

s Visit s Fun s Relax

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1.

Turn on MyLink by touching the screen. After you choose your language and “accept” terms of use, you’ll land on the home page.

2.

Choose “Fun” in the menu that stretches across the page. A dropdown menu appears, displaying “Watch TV” and “Movies.” Choosing “Watch TV” takes you to a guide from which you can select your program. Choosing “Movies” puts you on the movie home page, from which you can browse and select a free movie.

3.

Another way to access TV is from the home page, by touching the “Watch TV” button on the left edge.


YOUR SAFETY Although errors are rare, they can occur during a hospital stay. One way to prevent errors is if you know that you are in charge. You play a key part in your health care safety.

10 tips for hospital communication. Good communication is crucial in health care. Often though, it can be a stumbling block.

1.

Don’t be shy. If you have concerns regarding treatment, tell a team member. He or she may have information that will relieve your concerns, or there may be alternatives.

2.

Make a list. Write down questions or concerns you have about your health and refer to it with your health care team.

3.

Ask for definitions and/or explanations. If someone uses a word you aren’t sure about, ask him or her to explain it using plain language.

4.

Know your goals. Ask your doctor and others on your team to define and explain care goals.

5.

Do the talking. After someone has finished explaining something to you, explain it back to them. This helps your memory and is a way to make sure everyone understands the information the same way.

6.

Picture it. If you want to be sure you understand a concept clearly, sometimes it helps to see a picture. Feel free to ask someone who is explaining something to you to put the concept in the form of a picture. A physical therapist, for example, may suggest certain exercises that would be easier to understand as a drawing.

7.

Ask them to speak slowly. It’s OK to ask your doctor or anyone else on your team to speak more slowly so that you can catch every last word they share.

8.

Don’t go it alone. Bring someone you trust, which can be a big help when it comes to understanding information and remembering instructions.

9.

Ask for a recap. Ask your doctor to repeat the main points.

10. Follow-up. When you have questions or concerns after you leave the hospital, do not hesitate to call. Your discharge summary, which is printed on lettersized paper and will be given to you during your discharge, will tell you how to contact us.

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Talk to us!

Two-way conversations keep you safe

We treat you and your support people as partners in your care (Your support people can be family, friends, or anyone else you choose). We want you to ask questions and share your concerns regarding your care and treatment, as well as the hospital in general. If you don’t understand the answers, please ask again. We want you to understand.

Your caregivers may ask the same question more than once. This is for your safety.

As an active participant in your health, you should feel comfortable expressing any concerns you may have about your care or safety. If you have concerns, talk with your personal physician or anyone on your care team. See page 2 for a set of questions that can help your care team.

If you’ll be undergoing surgery, make sure you, your primary care provider, and your surgeon all agree and are clear on exactly what will be done. By taking part in your care, you help make sure that your care team communicates correctly about the location and type of surgery you need. When you receive results from a test or procedure, ask for explanation and if you don’t understand, ask for it to be explained a different way. Know what the results mean for you.

Common times you might have questions: s Before you are given a medical test. s When your doctor prescribes medications. s Before you begin treatment. s When you receive test results. If you don’t understand, ask to have the results explained a different way. Questions you might want to ask: s What is my main problem? s What do I need to do about it? s Why is it important for me to do this? s What are my alternatives?

Preventing falls When you are in the hospital, often a number of factors can add up to cause you to fall. Medication may cause dizziness, illness and/or medical procedures may leave you unsteady, as can sitting or lying for an extended period. Here are ways you can avoid a fall that could hinder your return to health: s Keep the call button within easy reach. s Always call for someone to assist you when you want to get out of bed.

s What are the side effects?

s Keep items such as your glasses and phone within easy reach.

Have a support person on hand

s When help arrives and you do begin to get out of bed, prevent dizziness by rising slowly.

If possible, have a friend or family member with you when the doctor visits. Having someone there makes it easier to ask questions and remember the answers.

s Before you get up, be aware of tripping hazards, such as IV poles, IV lines, and compression stocking tubing. Ask for help to secure IV tubing so it’s not a tripping hazard. s Walk close to the wall and hold onto the handrail while in the bathroom.

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Compare expectations Please share your expectations with your health care team. Ask about their expectations for your progress. You may want to ask about side effects, pain, recovery time, or long-term limitations.

Medication safety Tell your care team which medications you have been taking, including prescriptions, over-the-counter medications, vitamins or other natural supplements, as well as any recreational drugs. Tell your health care team about any actual or potential allergies. Please let us know if you experience any side effects from any of the medications you’ve been given. Paying attention to medication safety is important. Medication errors are one of the most common health care mistakes. Keep a list of the medications you take and keep it with you. Include name, dosage and number of times daily you take the medication. If you brought any medications into the hospital with you, please send them home. Your physician and nurse will coordinate all of the medicine you take during your hospital stay. You can help keep yourself safe by learning about the medications you take and why you take them. This is especially important to do before you start taking a new medication. If your health care provider does not check your ID band or if you think you’ve been mistaken for another patient, don’t hesitate to ask if they’ve double-checked your identification. Your correct identification is very important for your safety.

Advance directives

Rapid Response Team, (RRT) Trained in critical care, this team is available 24 hours a day, seven days a week. If you or your family has serious concerns about your medical condition, especially if it is worsening, you may call the Rapid Response Team. If you need immediate assistance at your bedside and/ or feel you need medical attention right away, call your nurse or the Rapid Response Team at 971-310-2222. From a hospital phone dial 24-2222. An Rapid Response Team member will arrive at your room within minutes. If you are concerned about the care you are receiving, or if you feel your health care team is not responding to your concerns, you may also call your nurse or the Rapid Response Team.

You have the right to make decisions about your own health care. Your ability to make decisions sometimes can be difficult when you are sick, have a change in condition and/or are under the influence of medications. A way to prepare for those circumstances is by creating a document in advance that spells out your wishes. It is called an advance directive. We have advance directive forms, if you would like to complete one here at the hospital. Just ask your nurse.

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When things don’t go as expected On rare occasions, a patient may experience situations or events that have a negative effect on his or her health. When this happens, we: s Apologize to the patient and family, regardless of whether the situation or event could have been prevented. s Report the situation or event to state agencies according to applicable laws, regulations, and standards. s Determine what contributed to the event and focus on ways to improve our procedures.

Hand washing

s Waive fees for all or part of the health care services directly related to the situation or event. This falls under Centers for Medicare & Medicaid Services rules for specific surgical events and hospital-acquired conditions and/or other requirements.

Germs are everywhere and washing your hands is the best way to kill them. Some germs cause diarrhea, colds, and even life-threatening diseases. They get into your body when you touch your eyes, nose, mouth, or open wounds.

About your wristband Your wristband, also known as an ID band, will be imprinted with your name and medical record number to help identify you to staff. Ask your care team to check your ID band when one of them gives you medications, takes your blood, or is about to perform a procedure. Help protect yourself by asking to have your ID band checked, even though identity mistakes are very rare.

Patient safety information sources oregonpatientsafety.org/who-we-are www.npsf.org/for-patients-consumers

Ask whether we’ve washed our hands Before any member of your care team approaches your bedside, ask whether they have washed their hands. Ask your visitors to wash their hands, too.

How to wash your hands „ Soap and water Wet your hands with warm water. Apply soap and lather up. Rub hands together briskly for 15 seconds. Remember to scrub between your fingers and around your thumb, beneath and around your fingernails, and on the backs of your fingers and hands. Rinse under running water. „ Alcohol-based hand sanitizer Apply alcohol-based hand sanitizer to all areas of your hands. Put enough gel in the palm of one hand to wet your hands and wrist. Rub your hands together until dry. This is a very important step because alcohol can catch fire easily. Alcohol-based hand sanitizers are effective in killing germs rapidly, but they do not remove dirt or other debris. If your hands become sticky, tacky, or if dirt is visible, wash with soap and water.

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Welcome to Kaiser Permanente Westside Medical Center


YOUR TEAM In addition to you and your support person or people, your health care team consists of a variety of health care providers and other professionals dedicated to providing you extraordinary care. See a chart on the opposite page and the one hanging on your wall that identifies your team members according to the color of their scrub tops.

Care management. Nurse care managers and social workers coordinate your care during and after your stay. Care managers, also called care coordinators, watch your progress, provide information about equipment and/or services needed at home, and help arrange for what you may need in order to be safe and continue getting better after leaving the hospital. If you would like to see a care manager, please ask your nurse.

Medical staff. The doctor who admits you is responsible for your care. A hospitalist or intensivist—specialists in caring for hospitalized people—may also visit you and assist in coordinating your care. Any of these doctors can answer questions and discuss your care plan with you.

Licensed social workers can help with social, emotional, or financial issues. They may give you counseling and information about community resources for you and your family. If you would like to see a social worker, ask your nurse or call hospital Social Services, 971-310-4180 or 24-4180 from a hospital telephone.

Nursing staff. Our nursing team provides aroundthe-clock care, is your advocate, and coordinates with other members of your care team to carry out your care plan. In addition to registered nurses, we have nursing assistants.

Spiritual care. Chaplains, who are not part of any religious group, are trained to provide spiritual care for people in the midst of health challenges. A chaplain also is happy to arrange religious ritual, such as a marriage, or connect you with your faith community. Your nurse can call a chaplain for you.

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Dietitian. Your health care provider may request a special diet for you and have a registered clinical dietitian plan your menu. Be sure to tell your nurse if you have been eating a special diet, if you have any food allergies, or if you recently gained or lost weight. Hospitality aide. Your meals will be delivered by a hospitality aide who makes sure your order is correct based on your request and/or what your doctor recommends for you.

Volunteer services. We have dozens of people from the community who volunteer each day. They help by bringing flowers, newspapers and other deliveries to patients. See 9 page . Ethics Consultants. There is support for you and your loved ones when you face difficult decisions. Ethics Consultants are available daily, 7 a.m. to 8 p.m. Ask your nurse or dial “0� and request to be connected with an ethics consultant.

Housekeeping. Our housekeeping staff has prepared your room so it’s clean and comfortable and will return daily to maintain it. For additional housekeeping services, such as an extra pillow or blanket, call 971-3104467 between 8 a.m. and 11 p.m., seven days a week.

Ethics Consultants can help you with:

Security services. Our security officers can provide directions, and walk or drive patients and their loved ones to where they need to go. Contact security 24 hours a day by calling 971-310-4444 or 24-4444 from a hospital telephone.

s deciding whether to end or begin kidney dialysis

Rehabilitation services. Our teams of speech, physical, and occupational therapists work with you to reach your maximum physical abilities, a sense of well being, and independence.

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Welcome to Kaiser Permanente Westside Medical Center

s exploring and resolving conflicted feelings you or your loved ones may have about your care plan s deciding whether to begin or end life support s understanding the meaning of an advance care directive s making advance care decisions or deciding whether to give authority to someone who can make care decisions for you if you are unable to s keeping your medical information private and confidential


Know you health care team Scrub colors at a glance

Registered Nurse

Physical Therapist Occupational Therapist

Patient Mobility

Respiratory Therapist

Cert. Nurse Assistant Cert. Patient Care Assistance

ED Tech

Housekeeping

Lab Services

Diagnostic Imaging

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Scrub colors at a glance

Mammography

Hospitality Aide

Pharmacy Tech

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Welcome to Kaiser Permanente Westside Medical Center

Interpreter

Materials


GOING HOME A smooth transition from the hospital is important in your journey to wellness. We will do everything to ensure you have a smooth return home or to your next care setting. You will find out in advance the date that your care team expects you to be well enough to leave the hospital.

Day of discharge Your doctor makes an official decision about when you are ready to leave the hospital. That process—known as discharge—begins with the OK from your doctor and normally takes several hours.

Staff must complete administrative work, make any posthospital appointments and provide you with a “discharge summary,” which will have all the information you’ll need. Before leaving, please stop by the hospital cashier or the check-in desk to pay for services and check out of the hospital. You also may designate a support person to do this on your behalf. You or they will need a credit card or other method of payment at that time. If you don’t have a method of payment with you, please ask the person picking you up to bring one for you. Kaiser Permanente has temporary financial assistance for qualifying patients. Our financial counselors are available on the main level 9:30 a.m. to 5 p.m., seven days a week (hours are shorter on holidays).

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Preparing for discharge Getting the information you need Your physician and nurse will give you discharge instructions and answer your questions (be sure to ask about your medications and next steps in your treatment). Feel free to take notes or ask your support person to do that for you. If you are confused about anything, don’t be afraid to ask. It’s very important that you understand all of your discharge instructions before you leave the hospital. Try to have a support person with you. It helps if you have another set of eyes and ears to help absorb instructions and other information, as well as to ask questions. Know your medications. Your nurse will sit down with you to explain any new medications you’ve been prescribed. She or he will help you to understand thoroughly how to manage your medications. Ask which to take, how often, and how to take each prescription.

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Welcome to Kaiser Permanente Westside Medical Center

Schedule a follow-up appointment. Make sure you have a post-hospital follow-up appointment with your physician or have information on how and when to make an appointment. Talk with people who coordinate your care. During your stay, talk with an inpatient care manager. And, be sure you and/or your support person or caregiver have spoken with a discharge nurse and have clear understanding as to what services, appointments, medication, and other supports you’ll need after leaving the hospital. Let us know if we can arrange transportation. If you’d like, we can contact your support person and ask them to pick you up.


Picking up your prescriptions If you are having your prescriptions filled at the hospital pharmacy, have your support person pick them up prior to your expected time of discharge. Westside’s pharmacy is inside the main lobby. If you prefer to pick up your prescriptions at another Kaiser Permanente pharmacy, tell your discharge nurse. When you resume taking your medications at home, please remember to follow your doctor’s directions carefully. If you have questions, feel free to ask any Kaiser Permanente pharmacist. All medications must be paid for when you receive them. We accept cash, checks, and credit or debit cards. The Kaiser Permanente Mail-Delivery Pharmacy is an easy way to refill your prescriptions and have them delivered to your home. Ask about it when you pick up your first prescription.

Advice when you are home Please don’t hesitate to contact us if you have any questions following your departure from the hospital. s If you need to call and it has been two days or less since you left the hospital, look at the “discharge summary” you received at your discharge. The summary will have a telephone number for you to use to call the advice nurse at your medical office. s A nurse will call you within 48 hours of when you left the hospital. The nurse wants to know how you are doing and to review your medications with you. s After regular business hours, on the weekend or after you’ve been out of the hospital more than 48 hours, call Membership Services (see phone numbers listed on page 1. s Be sure to go to the appointment we’ve made for you for follow-up. Details are on the discharge summary.

Kaiser Permanente online When you’re a registered member on kp.org, you get around-the-clock access to many free and confidential services. You can: s If your question does not need to be answered right away, you may email your doctor’s office, an advice nurse, your social worker, or a pharmacist. s See details about your allergies, past office visits, ongoing medical conditions, some lab tests, and more. s Refill prescriptions. s Make appointments. s Read articles on a variety of health topics, see class listings, listen to podcasts, and much more. To learn more about Kaiser Permanente hospitals in the Northwest, visit kp.org/nw/hospitals.

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YOUR HOSPITAL

Westside Medical Center has many services and amenities available to you and your visitors. If there is something you would like but don’t see listed, just ask. For additional information about the hospital, visit kp.org/nw/hospitals.

Automated teller machine (ATM) An ATM is available on the main level, off the main lobby between the coffee shop and gift shop.

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Welcome to Kaiser Permanente Westside Medical Center

Fire alarms Fire and disaster drills happen frequently so our staff can be prepared to respond well to real emergencies. If the alarm sounds, stay in your room. You will hear whether the alarm is for a drill or an actual emergency. Our staff knows what to do in case of an actual emergency. They will assist you.


Food and drink

Parking

Courtyard CafĂŠ. The cafeteria, on the lower level serving house-made food daily, is open for breakfast 7-9 a.m., lunch 11 a.m. to 2 p.m., and dinner 4:30-7 p.m.

Our parking garage and surface lots provide easy access to the hospital and medical offices for patients and visitors. Parking is free.

We buy fresh, local food whenever possible and prepare it in healthful and flavorful ways. The cafeteria offers an extensive salad bar, and soup bar. During lunch the grill serves hamburgers, and premade sandwiches. Snacks also are available. Vending machines. A variety of beverages and snacks, including “Healthy Picks� options, are available from vending machines. They’re on the lower level next to KaiPerm Northwest Credit Union. Espresso N More. The coffee bar is on the main level of the hospital adjacent to the Gift Shop and serves locally roasted coffee. A selection of sandwiches, salads, yogurt, and low-fat muffins are available daily, 6 a.m. to 5 p.m., Monday through Friday, and 7 a.m. to 3 p.m. Saturday and Sunday. Microwave. A microwave is available in the vending machine area on the lower level.

Gift shop The gift shop, on the main level at the rear of the lobby, sells flowers, cards, gifts, candy, magazines and other sundries. Volunteers staff the shop Monday through Friday, 9 a.m. to 7 p.m.; and Saturday, 10 a.m. to 4 p.m. The gift shop is closed public holidays and Sundays.

Library Hours at the medical library, open to everyone, are 7:30 a.m. to 4 p.m. Monday, Tuesday, Thursday and Friday. Staff can search for articles in medical journals, in books, and online.

Pharmacy Before leaving the hospital, you can pick up your prescription and non-prescription medicine at our retail pharmacy. The pharmacy, located off the main lobby, is open daily, 8 a.m. to 8:30 p.m.

Security Services Hospital Security Services can help you and your loved ones: s7ITHDIRECTIONS s7ALKTOWHEREYOUNEEDTOGO s*UMP STARTADEADBATTERYINAVEHICLE s2EPORTLOSTORFOUNDITEMS s2EPORTCRIMESORSUSPICIOUSBEHAVIOR Contact security 24 hours a day by calling 971-310-4444.

Walking paths You can walk off concerns and calories alike on our looping walking paths that take you around and through our 15-acre campus. Markers in the path give distance traveled.

Healing garden Enjoy the peace and serenity of our wheelchairaccessible courtyard garden. Benches invite you to sit and savor the sound of a stone fountain and wind through the Japanese maples and nandina bamboo.

The library has a computer available for anyone to use during open hours. The library is on the fourth floor of the hospital. Take the lobby elevator to the fourth floor. Turn left and continue down the corridor. The library is near the end of the corridor on the left.

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MEMBER AND PATIENT RIGHTS AND RESPONSIBILITIES Mutual respect and cooperation are essential to providing care that restores your health. It’s important to know what to expect and what we need from you when you receive care from us.

Member and patient rights You have the right to: s Be treated fairly, with respect and consideration. You have the right to respect for your cultural, psychological, spiritual, and personal values, beliefs, and preferences. s Exercise these rights without regard to your race, religion, national origin, cultural background, gender, gender identity, sexual orientation, registered domestic partner status, disability, age, or financial status. s Have a family member (or other representative of your choosing) and your own physician promptly notified of your admission to the hospital.

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Welcome to Kaiser Permanente Westside Medical Center

s Be provided with the names, professions, and educational backgrounds of the people treating you. s Be supported in choosing and changing providers and seeking a second opinion within our plan. s Be involved in your health care decisions and be provided full information about your care, including unanticipated outcomes; the benefits of, risks of, and alternatives to recommended treatments or procedures regardless of cost or coverage; and realistic alternatives when hospital care is no longer appropriate. s Get information about our policies, our services, our facilities, and your benefits and care in a way you understand. This includes being provided an interpreter if you need one. s Make recommendations about our policies (including member rights and responsibilities) and services. s Have staff safeguard your personal privacy and health information.


s Consult with members of our Ethics Committee when you face difficult medical ethics issues.

s Be provided with care free from all forms of abuse or harassment.

s Be supported if you change your mind about any procedure, refuse treatment, or decline to participate in medical training programs or research projects, and be informed of the consequences of your decision.

s Tell us who you would like to visit you or be your support person. This may include a spouse or domestic partner (including a same-sex spouse or domestic partner), another family member, or a friend or other loved one not legally related to you. The only exceptions are if:

s Make decisions about your future and specify your decisions in a document called an advance directive. This includes designating a decision-maker if you become incapable of understanding a proposed treatment or become unable to communicate your wishes regarding care. All patients’ rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf. s Be transferred only when medically appropriate and when the receiving facility is ready to accept you. s Have care provided in a safe setting. s Be free from restraints or seclusion.

– No visitors are allowed due to your medical state or

condition. – We reasonably determine that the presence of a

particular visitor would endanger your health or safety or that of another visitor, other patients, or a member of our staff, or would significantly disrupt our operations. – You have told us that you want no visitors or no

longer want a particular person to visit.

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s Have your wishes considered, if you lack decisionmaking capacity, for the purposes of determining who may visit. At a minimum, we shall include anyone living in your household and any support person pursuant to the law. s File a complaint, grievance, or appeal about our policies or the care or services we provided and expect an appropriate, confidential, and timely response. Membership Services may give you information about complaint and appeal procedures and resources available to help you (see page 1 for contact information). s Receive information about charges and payment methods. Receive an itemized statement of noncovered services upon request, for an additional service charge. (Medicare members are not required to pay this charge.) s Receive information about you in your medical record within a reasonable time.

Member and patient responsibilities You have the responsibility to: s Participate in the development of your treatment plan, follow it, and let your health care provider know if changes need to be made. This may include involving family or others to help with your needs on discharge. s Improve the quality and safety of your care by fully informing health professionals serving you about your medical history, medications, and any changes in your condition. s Ask questions if you do not understand any aspect of your medical or dental condition or treatment. s Be aware of daily lifestyle decisions that affect your health and choices that may reduce the risks to your health and the health of your family. s Tell your health care team if you are satisfied or dissatisfied with any aspect of your care. s Provide your family, health care provider, and hospital with a copy of any advance directive you wish Kaiser Permanente to follow, should you be unable to make your own decisions. s Treat your health care team with consideration and respect. s Treat other patients with consideration and respect. s Comply with the no-smoking, no-weapons, and visiting hours policies. s Be familiar with your health care benefits. s Notify Kaiser Permanente if you have other health coverage. We will coordinate benefits if the other plan is your primary plan. s Have your membership ID card handy when you call for an appointment, speak with an advice nurse, or come in for care. s Notify Kaiser Permanente in advance if you will be late for or have to cancel an appointment. s Pay your bills on time and pay your office visit charges when you come in for care.

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Welcome to Kaiser Permanente Westside Medical Center


IF YOU HAVE CONCERNS Everyone at Westside Medical Center is dedicated to providing you with excellent medical care. We want you to be satisfied. Please let us know when you or a family member has any concerns or suggestions.

Steps you can take 1.

Talk to your health care provider. You always can talk directly to your provider about dissatisfaction with care.

2.

Talk to a facility administrator. For problems related to care or service, you can ask to speak to an administrator at the medical facility where you received care.

3.

File a written or verbal complaint. You have the right to file a written or verbal complaint (grievance) regarding our policies or the care or services we provided. Complaints will be investigated and responded to in an appropriate, confidential, and timely manner. Membership Services can provide information about complaint procedures and available resources. They can assist you with filing a complaint. See page 1 for information on how to contact Membership Services.

4.

Contact The Joint Commission. The Joint Commission is an independent organization that accredits hospitals nationwide. You can reach the commission by phone, fax, or email: Phone . . . . . . . . . . . . . . . . . .1-800-994-6610 Fax . . . . . . . . . . . . . . . . . . . . . 1-630-792-5005 Email . . . . . . complaint@jointcommission.org

5.

Contact the Oregon Department of Human Services. You can reach the Oregon Health Care Licensure and Certification section of the Oregon Department of Human Services by mail or phone: Mail 800 NE Oregon St., Suite 305 Portland, OR 97232 Phone . . . . . . . . . . . . . . . . . . . . 971-673-0540

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RESOURCES Good health doesn’t just happen. Taking an active role and making informed choices can help you feel better and create balance. Kaiser Permanente offers many resources to help restore your health and do what makes you happy. Our Healthy Living catalog includes information on these and other resources Find a catalog at any Kaiser Permanente medical facility.

Talk with a Health Coach A brief phone conversation with a health coach can help you sort through your health goals and options for getting there. Call 503-286-6816 or 1-866-301-3866 (toll free), select option 2. This service is free for Kaiser Permanente members.

Classes

Quitting tobacco Stopping tobacco use is the single most important thing you can do for your health. If you smoke or chew tobacco, Kaiser Permanente has resources to help you quit. To enroll, call 503-286-6816 or 1-866-301-3866 (toll free), select option 1. If your doctor orders a referral for you during your hospital stay, a counselor may contact you to see if you are interested in enrolling in one of the following, which are free for members (fees for nonmembers vary): „ “Freedom from Tobacco” six-session class This class will help you develop a personal strategy for ending your dependence on tobacco products. Explore the behavior changes that will let you overcome cravings, resist temptations, and handle stress better. The class includes a planned quit date and meets for an hour and a half once a week. The nonmember fee is $95.

A class can support your efforts to make healthier choices. Learn about tobacco cessation, weight management, baby care, diabetes, and more. Enroll, call our Health Education Services department at 503-2866816 or 1-866-301-3866 (toll free), select option 1.

„ “Freedom from Tobacco” one-session class

Self-help health kits

„ Telephone counseling

If you’re ready to make some healthy changes, one of our Cultivating Health® kits can help. Kits help you increase awareness about your behaviors so you can make lasting lifestyle changes. Topics include fitness, tobacco cessation, diabetes management, stress reduction, and weight loss. Cultivating Health kits are sold at most Kaiser Permanente pharmacies and through Health Education Services. Call 503-286-6816 or 1-866-301-3866 (toll free), select option 1.

Healthy lifestyle programs Get individualized action plans at kp.org/ healthylifestyles. These HealthMedia® programs assess where you are with your health and how to get where you want to go. Programs address chronic illness, pain, depression, and more. Some are available in Spanish at kp.org/vidasana.

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Welcome to Kaiser Permanente Westside Medical Center

This class covers the process of change, motivational tools, triggers that tempt, and barriers that hold you back. The class meets for two hours. The nonmember fee is $30. With counseling, you can create a plan for quitting tobacco use and get ongoing support from a tobacco-cessation counselor. „ Freedom from Tobacco webinar This live online course allows participants to interact with the facilitator. Participants receive a tobaccocessation self-help kit. The fee for nonmembers is $30. „ kp.org/breathe HealthMedia® Breathe® is an online program free to Kaiser Permanente members. It offers a personalized plan to help you reach your goals, tools to track and monitor your progress, and email updates and reminders. And it works: In a recent study, 58 percent of users were still off tobacco after six months.


Kaiser Permanente HealthwiseÂŽ Handbook

Community support groups

The guide provides immunization recommendations, tips about minor health conditions, emergencies, and first aid. It also lets you know when a condition warrants coming to a medical office. The book is free for members and available at any Membership Services desk.

Our metro area has a number of support groups. The back section of the Healthy Living catalog includes a comprehensive list. Pick up a catalog at any Kaiser Permanente medical facility, or call 503-286-6816 or 1-866-301-3866 (toll free), and select option 1.

Much of the information in the Healthwise Handbook also is available in the online health encyclopedia at kp.org/health.

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©2013 Kaiser Foundation Health Plan of the Northwest

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Shelly Strom Portfolio: Patient Guide (draft)  

Shelly produced the content for this guide and ensured the reading level is appropriate for all health care audiences. (NOTE: This is a draf...

Shelly Strom Portfolio: Patient Guide (draft)  

Shelly produced the content for this guide and ensured the reading level is appropriate for all health care audiences. (NOTE: This is a draf...

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