Cascade Valley Hospital Patient Guide - June 2022

C A S C A DE VA L L E Y HO SPI TA L

Patient Guide 1

Welcome!

Mission: To continually improve the health of our communities serving with compassion and respect, one person at a time.

Vision: Working together, Skagit Regional Health will transform healthcare by improving access, service, quality and efficiency in support of our goal of healthier communities.

Thank you for trusting us with your care. Please know that you have an entire healthcare team focused on your safety and well-being. We want your experience to be comfortable, positive and safe.

You are an important part of your healthcare team. We encourage you and those you identify to take an active role in your care to make sure we are sensitive to your specific needs.

This guide is designed to help you during your stay and answer some of your questions. If you have additional questions about our services, policies or need other information, please do not hesitate to ask one of your caregivers.

Sincerely,

Values: • People • Quality • Stewardship • Respect • Diversity ON THE COVER:

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Orthopedic Surgeon Ryan Vellinga, MD.

Brian Ivie Chief Executive Officer

Gary Shand PHD #1 Board President

Cascade Valley Hospital 330 S. Stillaguamish Ave. Arlington, WA 98223

Contents 4 - Patient Services 5 - MyChart 6 - Visitors 7 - Advance Directives and Living Wills 8 - Rights and Responsibilities 8 - Planning for discharge

Phone Directory Main: 360-435-2133 or dial 0 for the operator, who will connect your call.

Housekeeping: Ext. 2112 (Leave a message with your room number and name)

Calling a local number: Dial “9” then “1,” followed by the Area Code “360,” followed by the seven-digit phone number.

Notary Services: Ext. 1000

10 - Medical records

Calling a department inside the hospital: Dial the four-digit extension (in bold).

11 - Feedback

Information Desk: Ext. 1000

9 - Billing

11 - Specialties and Services

Billing: 360-814-7575 Patient Advocate: Ext. 7619 Case Management: For current patients, call 360-899-2469 For discharged patients, call 360-814-2379

12 - Be Well

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Patient services and room features Call a nurse: Your room is connected to the nursing station via an intercom system. To call for your nurse, press the NURSE call button.

Make a phone call: To place a call within the hospital, dial the last four digits. To dial local calls, dial “9” first, then “1” followed by the area code and seven-digit phone number.

Patient meals: Patient meals are delivered at around 8 a.m., noon and 5 p.m. A hostess/host will visit you in your room to assist you with your meal choices.

Watch TV: Each patient room has a television. The TV is controlled by the bedside pillow speaker or the side rail controls. Closed captioning is available for the hearing impaired. Ask a staff member if you have any questions. A TV channel guide is available in your room.

Sleep menu: To help you sleep and heal, we offer a sleep menu for your comfort including eye masks, ear plugs, warm chamomile tea, dimmed lights, curtains drawn and doors shut. Let staff know if you would like one of these services or any items delivered to your room.

Hearing impaired and interpreter services: Deaf or hard-of-hearing patients have access to assistive services through the Washington Relay Service at 1-800-8336384 or TTY 711. A sign language interpreter also can be arranged through the Patient Advocate at Ext. 7619 with 48-hours notice.

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Telephone interpreters are available for patients for most languages 24 hours, seven days a week.

Housekeeping: Our Environmental Services Team will clean your room daily between 7 a.m. and 3 p.m. To call housekeeping, dial Ext. 2112 and leave a message including your room number and name.

Request a newspaper: Call Ext. 7752 for a complimentary edition of The Seattle Times.

Spiritual care: You and your loved ones may call upon our group of chaplains who are on-call seven days a week. Ask your nurse to request these services.

Reflections Room: A Reflections Room is located on the second level at the top of the staircase. It provides a sanctuary for people of all faiths for quiet meditation, prayer or conversation.

Please do not: • To protect patient privacy, do not take photos or videos.

• For safety, do not use electric appliances; battery operated items only.

• For the security of your possessions, leave valuable items at home or give to a trusted family member or friend for safekeeping.

• No smoking: Skagit Regional Health is a smoke-free and tobacco-free campus.

MyChart You can sign up for Skagit Regional Health’s MyChart patient portal to access your medical records.

MyChart allows you to review your medical history (lab, test results, current immunizations, preventive care and medical/surgical history) securely.

You can also schedule appointments (in person or via video), pay bills online, send a message to your provider, request a prescription refill and more.

MyChart is free to use and available 24 hours a day.

For information and to sign up, go to www.skagitregionalhealth.org/forpatients/mychart.

• Zero tolerance: As a healing and safe environment, aggressive or violent behavior is not tolerated.

Incidents may result in removal from this facility and prosecution.

Administration supports staff members in pressing charges for aggressive behavior they encounter while caring for patients.

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For our visitors Our visitor guidelines and hours are subject to change. Consult our website for more information about visitor policies and visiting hours.

Go to www.skagitregionalhealth.org.

Services for visitors:

When you are visiting a patient:

Hours: 7 a.m. to 7 p.m. Monday through Friday, 7 a.m. to 6 p.m. weekends and holidays.

• Wash your hands before entering a patient’s room.

• Follow any additional requirements for Personal Protective Equipment, such as masks.

• Make sure all children have a supervising adult with them at all times.

• Avoid noisy, disruptive behavior and help respect the healing of all patients.

• Ask before bringing foods, drinks or items that may trigger allergies (such as balloons, flowers or perfume).

• Pets are limited to service animals as defined by the ADA.

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Food and beverage: Cascade Cafe is located on the second floor above the main lobby.

Coffee Niche is located on the first floor off the main lobby.

Hours: 7 a.m. to 4 p.m. Monday through Friday.

Vending machines with snacks and beverages are located in the main lobby.

Restrooms: For the health and safety of all, we ask visitors to use public restrooms and not use patient restrooms. Ask hospital staff to direct you to the nearest public restroom.

Advance Directives and Living Wills We are usually reluctant to talk about our medical wishes until we’re faced with serious illness, injury or the need to make endof-life decisions. Too often this results in family conflict, fear or confusion at a time when we are most vulnerable. Having the right documents in place is helpful to you, your family and your care team.

An Advance Directive is a written statement documenting your wishes about the type of care you want and will be used if you are unconscious or unable to speak or communicate for yourself.

A Living Will provides instructions to caregivers about specific medical treatment you would like or would refuse as part of your care plan, if you are no longer able to express informed consent.

A Durable Power of Attorney is a legal document that names a person who can advocate and act on your behalf in making healthcare decisions, in the event you are unable to make decisions for yourself.

To make these decisions: 1. Think about what is important to you.

2. Share your thoughts with your family and physician.

At Skagit Regional Health, additional resources are available for patients, families and staff to encourage meaningful discussion about receiving care and naming a medical power of attorney.

Additional resources are available through the American Hospital Association (www.aha.org/2017-1211-put-it-in-writing); the Washington State Medical Association (wsma. org/advance-directives) or www.caringinfo.org.

3. Name the person you trust to be your durable power of attorney.

To do this, simply complete a Durable Power of Attorney for Healthcare document and then have it notarized. Blank documents are available at Skagit Regional Health facilities through nurses, case managers and social workers. Notary services are also available on site.

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Patient Rights and Responsibilities Skagit Regional Health’s patient rights and responsibilities policies reflect on the importance of respect and privacy, confidentiality, information and consent for care for each and every patient.

All patients have the right to receive care in a safe setting where you are informed about your health, treatment and recovery. Each patient has the right to personal privacy and rights to complete information about your medical bill.

Printed copies of the Patient Rights and Responsibilities are available upon request. The document is available in English, Spanish and Russian on the Skagit Regional Health website. (www.

skagitregionalhealth.org/for-patients/ patient-rights-and-responsibilities)

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Case Management:

Planning for discharge Skagit Regional Health Case Management staff includes Registered Nurses who collaborate with physicians, nursing staff and other healthcare professionals to ensure that patients receive the care they need in a timely, cost-effective manner. Case Management is provided at no charge to patients.

Your physician will decide when you are medically ready to be discharged from the hospital.

While this means you no longer

need to be in the hospital, it does not necessarily mean you are completely well. You may need follow-up care.

For patients staying at Cascade Valley Hospital, discharge planning by a nurse or social worker is available every day during business hours.

Discharge planners will assist you with preparing for a safe, appropriate discharge either to your home or to an alternative level of care, such as a skilled nursing facility.

If discharging home, you will need to make arrangements for someone to pick you up. Please plan on discharging before 11 a.m.

Billing information Our goal at Skagit Regional Health is to ensure that your bill is processed correctly and in a timely manner.

Our Business Office works across departments to gather information needed to process your claim. We also need your help. Please make sure you have given us the correct insurance information and respond promptly to requests for additional information, either from us or from your insurance plan.

Many doctors, ambulance companies and labs are separate businesses with their own billing and account procedures. Depending on the services you received during your hospital stay or clinical visit, you may receive several different bills. If you receive a bill from them and have questions about it, please contact them directly.

Akron Billing (ER Physicians) 800-837-9910 Skagit Radiology 360-424-6161

For more information about our financial assistance program as well as application, go to www.

skagitregionalhealth.org/patients-

NW Pathology and-visitors/for-patients/finance-and360-734-2800 billing-information.

Bellingham Anesthesia 360-647-3377 Cascade Anesthesia (SupportMed) 425-407-1500 SouthSound Physicians 866-874-1526 Contact Skagit Regional Health Financial Services at 360814-7575 for any questions about your Skagit Regional Health bill.

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Medical records Patients requesting their own medical records can download the Patient Request for Health Information FORM (below). Please make sure you complete this form in full. Incomplete forms will be returned to the requester, unprocessed.

www.skagitregionalhealth.org/docs/ default-source/forpatients/medicalrecords/patient-request-for-healthinformation.pdf?sfvrsn=ab7b47bc_0

If you are a third-party requestor, such as a family member or personal representative, you can download the Authorization for Release of Health Information FORM (below). Only the patient, the patient’s legal guardian, the parent of a minor patient or the personal representative of a deceased patient may authorize the release of healthcare information. All forms must be completed in full.

Incomplete forms will be returned unprocessed.

www.skagitregionalhealth.org/docs/ default-source/forpatients/medicalrecords/authorization-for-release-ofprotected-health-care-information. pdf?sfvrsn=83677789_0

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Skagit Regional Health will provide complimentary copies of your health information to your provider.

All other requests are subject to a fee. Please inquire about charges.

For information about your medical record, or to speak with someone about your health information, you may call 360-814-8462, between the hours of 8 a.m. and 4 p.m., Monday through Friday or mail the request form to: 1415 East Kincaid Street, Mount Vernon, WA 98273. Attn: Health Information Management. You can also submit a request through this online FORM (below).

www.skagitregionalhealth.org/contactus/medical-records-release

Feedback After your stay, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Please take time to complete this brief survey. The results will help us know what we are doing right and how we can improve.

If you have concerns or complaints, contact: • Patient Relations Coordinator: Call 360-814-8248 or email patientrelations@ skagitregionalhealth.org • Washington State Department of Health: 800-633-6828 or 360-236-4700 • Centers for Medicare & Medicaid Services: 1-800-Medicare (1-800-633-4227)

Skagit Regional Heath

Specialties and Services • Cardiology • Dermatology • Ear, Nose and Throat • Endocrinology • Family Medicine • Foot and Ankle • Gastroenterology • General Surgery • Hospice of the Northwest • Infectious Disease • Internal Medicine • Interventional Pain Medicine • Laboratory • Midwifery • Nephrology

• Neurology • Occupational Medicine • Oncology • Orthopedics and Sports Medicine • Pediatrics • Plastic/Reconstructive Surgery • Pulmonology • Radiology/Imaging • Rehabilitation • Rheumatology • Sleep Medicine • Spine Surgery • Thoracic Surgery • Urgent Care • Urology • Women’s Health • Wound Care

To find a doctor, use the Find-a-Doc tool on our website:

www.skagitregionalhealth.org/find-a-doctor/find-a-doctor-search.

To book an appointment: Call 360-428-2500.

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Wellness is an ongoing journey encompassing all aspects of health: Physical, mental, social and emotional.

Skagit Regional Health is here to help you Be Well by offering health education, classes, screenings and convenient access to local, expert care when and where you need it. Go to: www.skagitregionalhealth.org/be-well.