Patient Information.

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1 Patient Information 1

2 Welcome to Marshall Hospital. Our goal is to provide you with a healing environment. We hope that your stay at Marshall is as comfortable and pleasant as possible. Kathy Krejci Chief Nursing Officer Table of Contents Welcome... 3 Two-Way Communication... 4 Medication and Equipment Safety Pain Management... 7 Marshall Medical Center Mission Statement Our patients come first. All other values are overshadowed by the proper care of those who entrust their lives to us. Medicine is a science. Our medical staff utilizes the best medical technology available. We strive for continued improvement in all aspects of patient care, pursuing growth in our collective expertise. Healing is an art. Scientific medicine flourishes best in a healing environment. In a healing environment, patients and their families are an essential part of our healthcare team. Walls do not define our hospital. The doors we open define it. Outreach and collaboration with other healthcare organizations is one of our highest priorities. Your Stay (room orientation, meals, telephone, etc.) Daily Routine... 9 Visitors Patient Rights and Responsibilities Concerns and Bio Ethics Planning Your Return Home Keeping in Touch Important Phone Numbers Billing Marshall Foundation Information Maps We bequeath this hospital to future generations. Our community is best served by institutions that are locally owned and managed. 2

3 Welcome Welcome to Marshall Hospital The staff, physicians and volunteers welcome you to Marshall Hospital. In the late 1950 s a group of local citizens saw a great need for improved healthcare services in El Dorado County. The citizens formed a committee to petition the State of California for a nonprofit charter under which a hospital could be built and operated. As a result of this, plans were drawn, funds were solicited, Michigan California lumber company donated ground for a hospital site, and Marshall Hospital opened its doors in Marshall Hospital derives its name from the pioneer James Marshall, who discovered gold at Sutter s Mill a few miles north of Placerville. We are an independent healthcare organization serving the western slope of El Dorado County. We have a local board of directors who volunteer their time to represent the needs and interests of a growing community. We are wonderfully supported by over one hundred auxiliary members who volunteer year-round to provide assistance to patients and their families. We have 105 licensed beds at the main site in Placerville which includes an intensive care/cardiac care unit, 24-hour emergency department, general medical and surgical units, cardiac monitoring units, pediatric rooms, birthing rooms, and a transitional care center. Throughout the western slope of El Dorado County, we also provide a wide variety of services such as lab, x-ray, primary care and home care. The Divide Wellness Center in Georgetown provides primary and urgent care services and counseling. More than 160 physicians representing most medical specialties have staff privileges at Marshall Hospital. Nurses, technicians and other healthcare specialists support them. The entire healthcare team, while valuing the current medical technology available at Marshall Hospital, places equal value on the importance of personalized care. All of us at Marshall Hospital will make every effort to extend the utmost care and courtesy to you. If there is anything we can do to make your stay more comfortable, please let us know. This patient information brochure is dedicated to Kay Railey, RN, past Assistant Administrator for Patient Services, who served Marshall Hospital s patients from

4 Patient Safety Information Two-way Communication Effective communication between our patients and care providers is essential. We encourage questions and want to know if there is anything we can do to make your stay more comfortable. During your stay, you may think of questions you want to ask your physician or nurse, so please use the spaces below to write them down, as well as noting responses you receive. We re committed to providing you complete and understandable explanations regarding your diagnosis, care and treatment. Questions for My Physician(s)/Registered Nurse Answer Our Request Regarding Your Needs Your comfort and care are important to us. Please tell us while you are still in the hospital if we are failing to meet your needs. We want to succeed in providing for your comfort as well as your medical and informational needs. 4

5 Patient Safety Information Patient Medication and Equipment Safety What You Need to Know While in the Hospital Medication Safety Welcome to Marshall Hospital A key element in safe medication use while in the hospital is careful communication between you, your physicians and each of your nurses. Here are some things that you should know to help ensure medication safety during your stay. It is extremely important that you provide your physician(s) and nurses with a current list of all medicines, including non-prescription medicines as well as dietary and herbal supplements. Provide your physician(s) and nurses with a complete list of allergies and the type of reaction you experienced. This includes food and other allergies. Other medication safety suggestions to consider: Tell your doctor or nurse how you actually take your medication, especially if this is different from the originally prescribed directions. Ask for information about your medicines in terms you can understand to include why you are taking them, when your medicines were prescribed and when you receive them. The following are the Five Rights nurses use when giving medicine to patients: 1. Right drug 2. Right patient 3. Right dose 4. Right route 5. Right time In addition, your nurse will provide information to you regarding each of your medications the first time it is administered. This information includes: The name of the medicine Why it is being given What side effects it could cause The dose, or strength How often it will be given Proper Identification For your safety, before medication is given to you, your nurse will verify your identity and compare this with information on the medication record. Other things that you can do Notify your nurse if you have any unexpected symptoms after taking a medication, especially if this is a new medicine for you. Make sure you have a special wristband stating you have an allergy; let your nurse know right away if that wristband comes off. Ask to speak to a pharmacist. If you have any questions or concerns regarding your medication, a pharmacist is available to talk to you one-on-one. Speak up if you have questions or concerns, and if you don t understand, ask again. You and your family members can play a vital role in making your care safe by becoming an active, involved, and informed member of your healthcare team. 5

6 Patient Safety Information Patient Medication and Equipment Safety What You Need to Know While in the Hospital Medical Equipment Safety It is likely that you ll use medical equipment while in the hospital. Most likely you will be connected to an IV Pump and/or other equipment during your stay. Staff receive training in the use of all medical equipment and will explain to you what each device is for. If you are unsure if a device is working properly, press your call button to tell your nurse your concerns. Do not turn off alarms or attempt to change the settings on medical equipment. Do not allow family members to adjust settings on any medical equipment. Ask Questions If you want more information about a medication or medical device, or if you are not certain the nurse is aware of all of your medical history and allergies ask. If you have concerns about the safety of care provided, please talk to your nurse, Case Manager, or ask to speak with the Nurse Manager. You can also call the Patient Safety Hotline at extension 320. We hope that you are feeling better soon. Preventing Infection At Marshall Medical Center, we strive to provide quality patient care in a safe and caring environment. One of the best ways to prevent infections is for our health care providers to clean their hands with either soap and water or with an alcohol-based hand sanitizer prior to providing your care. Patient placement is also determined based on Infection Control principles and practices. Medical equipment is cleaned between patients and each patient room undergoes a thorough disinfection/cleaning procedure by the Housekeeping staff between patients. Rooms and bathrooms are cleaned at least daily. Visitors should not visit if they have cold or flu symptoms. Visitors should wash their hands thoroughly before and after visiting. If you have any questions regarding infection control practices at Marshall medical Center, don t hesitate to speak with your Registered Nurse or ask to speak with the Infection Control Nurse, who is typically available M-F. 6

7 Pain Management Our Commitment We are committed to the attentive management of your pain and discomfort. What is pain? Pain is an uncomfortable feeling that tells you something may be wrong in your body. Why manage pain? Increase comfort. Promote healing. With less pain, you can increase your activity and strength. Pain Rating Scale You may be asked to rate your pain on a scale of 0-10, or you may choose words that best describe the pain. You may also set a pain control goal (such as having no pain that s above 3 on the scale). Reporting your pain as a number helps the doctors and nurses know how well your treatment is working and whether to make any changes. How can pain be managed? Pain medication may be given by a variety of methods, which include, but are not limited to: By mouth (liquid or pills) Adhesive skin patches Injection into an arm or leg, or By injection into a vein. Pain medication may be given on a continuous, scheduled or as-needed basis. You may discuss which method of administration would work best for you with your physician(s) and nurses or pharmacist. What can you do to manage your pain? Ask your doctor, nurse or pharmacist what to expect from your illness, injury or surgery and what to expect from hospitalization. Discuss your pain control plan with your doctors, nurses and pharmacist. Tell the doctor what medication has worked well or not so well in the past. If your pain medication is ordered on an as-needed basis (prn), request it as soon as the pain starts. It is harder to ease pain once it has taken hold. If your pain medication is not controlling your pain, tell your doctor, nurse or pharmacist. Do not worry about getting hooked on pain medications. Studies show that this is very rare unless you have a problem with drug abuse. Use distractions like watching TV, listening to music or listening to meditation tapes. Ask your nurse, doctor or physical therapist if massage, warm packs or cold packs would be helpful. Relaxation exercises such as jaw relaxation or slow rhythmic breathing may be helpful. 7

8 Your Stay at Marshall What to Keep with You List of current prescriptions and over-thecounter medication, including herbs and vitamins (not the medications themselves); always bring this list to the hospital or office visits List of any allergies Medical insurance cards and insurance forms Your advance directive You might like to have pajamas, robe or slippers Dentures and hearing aids. Please be especially careful of your dentures and hearing aids. Frequently patients wrap these items in tissue or napkins, and they get lost in the laundry or thrown away accidentally with the disposal of food. Ask your nurse for a denture cup and keep it in your bedside table. What To Send Home We want to protect your valuables. Therefore, we ask that you send the following items home with family and/or friends. Cash, credit cards and jewelry Cellular phones, laptops, ipods Personal plug-in electrical devices, hair dryers, etc. Medications, vitamins Please leave valuables, such as cash, jewelry, and electronics at home. Any valuables that you cannot send home should be stored in the hospital safe while you are here. Ask your nurse for a bag, which will be tagged with your name and bed number and placed in the safe. You should not keep any medications or vitamins/supplements in your room. These should be sent home or sent to the pharmacy until discharge. Your Room Rooms are assigned based on the kind of medical care you need, infection control principles and room availability. Your room is equipped for comfort and safety. Nursing staff will show you how to use the following equipment: Adjustable bed Bathroom emergency bell Call button Telephone Television Please discuss with your caregivers whether or not you should get out of bed without assistance. If you need to speak to a nurse, press the call button. Most inpatient rooms accommodate two patients with a shared bathroom. There is a common shower available on each patient unit, for those patients whose medical condition allows. Each bed has an adjustable head and knee. The bed will be kept in the lowest position with wheels locked for safety. Keeping upper side rails up is advised. For your privacy, each patient bed has an individual privacy curtain. Each bed and bathroom is equipped with a patient call button. This button rings the main station. The station clerk will speak with you about your needs and/or requests and communicate this to the most appropriate care provider who will assist you. Due to space limitations in patient rooms, there is only one chair per patient available for visitors. Patient room entry and bedside areas are kept clear for emergencies. continued 8

9 Your Stay at Marshall Each patient has a small individual television. As a courtesy to your roommate, please use earphones when watching television. Ask the nurse or aide if you need a set. Each room has a window. To maintain proper heating and air ventilation, please keep the window closed at all times. Patient room assignment may be changed during the hospital stay in response to changes in patient condition, infection control needs, special precautions, needs of newly admitted patients and other safety criteria. We apologize for the inconvenience of moving patients during their stay. Telephone Your family and friends may call you by dialing (530) or (916) or toll-free (866) and asking the hospital operator to ring your room. My room number is: To use the telephones in the patient rooms: Dial 9 and then the telephone number for local calls. Local calls are only in the 530 area code, and are free of charge. Cellular phones can be used in most areas of the hospital, including most patient rooms. They cannot be used at all in the Emergency Room, ICU or Surgery areas. If you would like to make a long distance call from a hospital phone, please contact the hospital operator, by dialing O, for assistance. This includes collect calls, calling card calls and prepaid telephone card calls. Daily Routine Mornings and early evenings are a very busy time at our hospital. This is when special procedures are often scheduled, when many doctors make their patient rounds and when the housekeeping staff come through to tidy up the rooms. Most patients require early morning fasting lab draws and many are also weighed each day in the early hours before breakfast arrival. Nursing staff will assess and monitor your condition, take your vital signs approximately every 4-6 hours, review your test results, communicate with your physician, provide indicated treatments and medications, and coordinate your care with other disciplines. The registered nurse is always available to answer your questions and provide you with information and explanations. Care requirements continue throughout the night and many patients are admitted during late night hours. We make every effort to keep the noise level to a minimum while continuing necessary care, treatment and medication communication. If you experience disruption to your sleep, ask the Nursing Staff how they can help to make your experience less disruptive. continued 9

10 Your Stay at Marshall Physicians make patient rounds at least daily. The time of patient rounds depends on many factors including patient condition, surgery schedule, office hours and other emergencies that physicians respond to daily. Keep a list of questions for your physician (see front of booklet) and don t hesitate to ask the physician to re-explain. Special diagnostic tests may be needed during your stay. Some will occur in the morning and require special preparation, such as fasting the night before. Testing times will vary, and emergencies may need to take priority over a scheduled test. Results are provided directly to the physician who will discuss the test results with you. Ask your Nurse if you have questions during your diagnostic testing. Visitors Normally visiting is encouraged between 12:00 noon and 9pm on medical/surgical floors. Special care units have individualized visiting hours. In the Birthplace, the age limit is waived for siblings of a newborn who may visit you during regular visiting hours. Grandparents and the father of your newborn may visit at any time. Parents of hospitalized children are encouraged to stay with the child. Due to the special circumstances related to patients in the intensive care unit, visiting is limited based on your condition. Your visitors must check with the ICU nurses by using the intercom in the ICU waiting room. Only 1-2 visitors should be at the patient bedside at any given time and stay only a short period (no more than minutes) if you have a roommate. There are times when it is not appropriate for visitors/family members to be at your bedside. These times include: Nurse or physician to speak privately with patient or roommate. Any time a procedure is being performed on a patient or roommate When roommate needs to use the bathroom, bedpan or bedside commode When roommate is being treated by a therapist or nurse When roommate is speaking with a dietician, case manager or social worker. Due to space limitations and need to keep rooms clear for potential emergencies, only one bedside chair per patient is kept in each room. Please do not remove chairs from room to room or use more than one chair per patient in double rooms. Food Choices Meals After your first day, you will be visited daily and offered a menu to select your food for the following day. If you would like something that is not on your menu, or have a special request just contact your nurse or call extension Meal times are approximately: Breakfast 7:30-8:30am Lunch 11:45am-12:15pm Dinner 5:30-6:15pm Dining Room For Visitors Our dining room is open seven days a week, from 7:00am to 7:30pm. Freshly-prepared hot food is available from 7:00 to 9:30am, 11:00am to 2:30pm, 4:30 to 7:30pm. continued 10

11 Your Stay at Marshall Smoke-Free Marshall hospital is a smoke-free campus. Smoking is not permitted inside or on the grounds of this facility. If you are physically able, you may be able to smoke in a designated area. Hospitalists During your stay, you may be seen by physicians on our medical staff who are board certified in Internal Medicine and are experts in the care of hospitalized patients. Unlike other physicians who are office-based, our Hospitalists are full time in the hospital, focusing solely on inpatients. This additional time and focus can make a significant difference. Although you will likely speak with and receive care from more than one Hospitalist during your stay, rest assured that they communicate closely with each other, the nursing staff, and ultimately with your regular physician as you become ready for discharge. Patient Education Channel Patient education television viewing is available in every patient room on Channel two. A variety of programs are available several times each day including topics such as preventing the spread of infection, the importance of your hospital ID band, smoking cessation, newborn care and many more. Ask the nursing staff if you have questions regarding the program schedule. 11

12 Important Information To Read Patient Rights Marshall Hospital board of directors, medical staff and employees are committed to assuring that all patients seeking care at our hospital are informed of and supported in exercising all rights without regard to gender, economic, educational, cultural or religious background, or the source of payment for your care. You have the right to: 1. Considerate and respectful care, and to be made comfortable. You have the right to respect for your cultural, psychosocial, spiritual, and personal values, beliefs and preferences. 2. Have a family member (or other representative of your choosing) and your own physician notified promptly of your admission to the hospital. 3. Know the name of the licensed health care practitioner acting within the scope of his or her professional licensure who has primary responsibility for coordinating your care, and the names and professional relationships of physicians and nonphysicians who will see you. 4. Receive information about your health status, diagnosis, prognosis, course of treatment, prospects for recovery and outcomes of care (including unanticipated outcomes) in terms you can understand. You have the right to effective communication and to participate in the development and implementation of your plan of care. You have the right to participate in ethical questions that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services, and forgoing or withdrawing life-sustaining treatment. 5. Make decisions regarding medical care, and receive as much information about any proposed treatment or procedure as you may need in order to give informed consent or to refuse a course of treatment. Except in emergencies, this information shall include a description of the procedure or treatment, the medically significant risks involved, alternate courses of treatment or nontreatment and the risks involved in each, and the name of the person who will carry out the procedure or treatment. 6. Request or refuse treatment, to the extent permitted by law. However, you do not have the right to demand inappropriate or medically unnecessary treatment or services. You have the right to leave the hospital even against the advice of members of the medical staff, to the extent permitted by law. 7. Be advised if the hospital/licensed health care practitioner acting within the scope of his or her professional licensure proposes to engage in or perform human experimentation affecting your care or treatment. You have the right to refuse to participate in such research projects. 8. Reasonable responses to any reasonable requests made for service. 9. Appropriate assessment and management of your pain, information about pain, pain relief measures and to participate in pain management decisions. You may request or reject the use of any or all modalities to relieve pain, including opiate medication, if you suffer from severe chronic intractable pain. The doctor may refuse to prescribe the opiate medication, but if so, must inform you that there are physicians who specialize in the treatment of pain with methods that include the use of opiates. 10. Formulate advance directives. This includes designating a decision maker if you become incapable of understanding a proposed treatment or become unable to communicate your wishes regarding care. Hospital staff and practitioners who provide care in the hospital shall comply with these directives. All patients rights apply to the person who has legal responsibility to make decisions regarding medical care on your behalf. 11. Have personal privacy respected. Case discussion, consultation, examination and treatment are confidential and should be conducted discreetly. You have the right to be told the reason for the presence of any individual. You have the right to have visitors leave prior to an examination and when treatment issues are being discussed. Privacy curtains will be used in semi-private rooms. 12. Confidential treatment of all communications and records pertaining to your care and stay in the hospital. You will receive a separate Notice of Privacy Practices that explains your privacy rights in detail and how we may use and disclose your protected health information. 13. Receive care in a safe setting, free from mental, physical, sexual or verbal abuse and neglect, exploitation or harassment. You have the right to access protective and advocacy services including notifying government agencies of neglect or abuse. 14. Be free from restraints and seclusion of any form used as a means of coercion, discipline, convenience or retaliation by staff. continued 12

13 Important Information To Read Patient Rights 15. Reasonable continuity of care and to know in advance the time and location of appointments as well as the identity of the persons providing the care. 16. Be informed by the physician, or a delegate of the physician, of continuing health care requirements and options following discharge from the hospital. You have the right to be involved in the development and implementation of your discharge plan. Upon your request, a friend or family member may be provided this information also. 17. Know which hospital rules and policies apply to your conduct while a patient. 18. Designate a support person as well as visitors of your choosing, if you have decision-making capacity, whether or not the visitor is related by blood, marriage, or registered domestic partner status, unless: No visitors are allowed. The facility reasonably determines that the presence of a particular visitor would endanger the health or safety of a patient, a member of the health facility staff, or other visitor to the health facility, or would significantly disrupt the operations of the facility. You have told the health facility staff that you no longer want a particular person to visit. However, a health facility may establish reasonable restrictions upon visitation, including restrictions upon the hours of visitation and number of visitors. The health facility must inform you (or your support person, where appropriate) of your visitation rights, including any clinical restrictions or limitations. The health facility is not permitted to restrict, limit, or otherwise deny visitation privileges on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or disability. 19. Have your wishes considered, if you lack decision-making capacity, for the purposes of determining who may visit. The method of that consideration will comply with federal law and be disclosed in the hospital policy on visitation. At a minimum, the hospital shall include any persons living in your household and any support person pursuant to federal law. 20. Examine and receive an explanation of the hospital s bill regardless of the source of payment. 21. Exercise these rights without regard to sex, economic status, educational background, race, color, religion, ancestry, national origin, sexual orientation, disability, medical condition, marital status, registered domestic partner status, or the source of payment for care. 22. File a grievance. If you want to file a grievance with this hospital, you may be do so by writing or calling: Marshall Medical Center Administration Office 1100 Marshall Way Placerville, CA (530) The grievance committee will review each grievance and provide you with a written response within 30 days. The written response will contain the name of a person to contact at the hospital, the steps taken to investigate the grievance, the results of the grievance process, and the date of completion of the grievance process. Concerns regarding quality of care or premature discharge may also be referred to the appropriate Utilization and Quality Control Peer Review Organization (PRO), HSAG, The Health Services Advisory Group, Inc., at (800) File a complaint with the state Department of Public Health regardless of whether you use the hospital s grievance process. The state Department of Public Health s phone number and address is: California Department of Public Health Licensing and Certification 3901 Lennane Drive, Suite 210 Sacramento, CA (916) Patients and members of our community are encouraged to share concerns with Marshall Medical Center Administration at (530) If concerns are not resolved, the patient or community member may also contact the Joint Commission s Office of Quality Monitoring at (800) or via at This Patient Rights document incorporates the requirements of the The Joint Commission; Title 22, California Code of Regulations, Section 70707; Health and Safety Code Sections , , and ; and 42 C.F.R. Section (Medicare Conditions of Participation). Note: These Patient Rights combine Title 22 and other California laws, Joint Commission and Medicare Conditions of Participation requirements. 13

14 Información Importante Para Leer Derechos del Paciente Recibir una atención considerada y respetuosa, y a sentirse cómodo. Usted tiene derecho a ser respetado por sus valores, creencias y preferencias culturales, psicosociales, espirituales y personales. 2. Que le avisen de inmediato a un familiar (u otro representante de su elección) y a su propio médico que ha sido admitido en el hospital. 3. Saber el nombre del profesional de atención médica certificado que actúa en el marco de su certificación profesional y que tiene la responsabilidad principal de coordinar su atención, y los nombres y las relaciones profesionales de los médicos y empleados de salud que lo verán. 4. Recibir información acerca de su estado de salud, diagnóstico, prognosis, tratamiento, posibilidades de recuperación y resultados de la atención (incluidos los resultados no esperados) con términos que usted pueda comprender. Tiene derecho a tener una comunicación efectiva y participar en el desarrollo e implementación de su plan de atención. También puede participar en cuestiones éticas que surjan durante su atención, incluidos temas sobre resolución de conflictos, negación a recibir servicios de resucitación, y continuación o retiro del tratamiento para mantener la vida. 5. Tomar decisiones sobre su atención y recibir toda la información sobre cualquier tratamiento o procedimiento propuesto que pueda necesitar para dar su consentimiento informado o negarse al tratamiento. Excepto en casos de emergencia, esta información incluirá una descripción del procedimiento o tratamiento, los riesgos médicamente significativos que implican, los tratamientos alternativos o no tratamientos, y los riesgos que cada uno incluye, y el nombre de la persona que realizará el procedimiento o tratamiento. 6. Solicitar o negarse a recibir tratamiento, en la medida que lo permita la ley. Sin embargo, usted no tiene derecho a exigir tratamientos o servicios inadecuados o que no sean médicamente necesarios. Tiene derecho a abandonar el hospital incluso en contra de la recomendación de los miembros del personal médico, en la medida que lo permita la ley. 7. Ser notificado si el hospital o el profesional de atención médica certificado que actúa en el marco de su certificación profesional proponen participar o realizar experimentos en humanos que afecten su atención o tratamiento. Tiene derecho a negarse a participar en tales proyectos de investigación. 8. Recibir respuestas razonables a toda solicitud razonable que realice sobre los servicios. 9. Recibir una evaluación y un control adecuados de su dolor, información sobre el dolor y medidas para el alivio del dolor, y a participar en decisiones acerca del control del dolor. También puede solicitar o rechazar el uso de cualquiera o de todas las modalidades para aliviar el dolor, incluidos los medicamentos opiáceos si sufre de dolor crónico grave persistente. El médico puede negarse a recetar medicamentos opiáceos, pero si es así, debe informarle a usted que existen médicos que se especializan en el tratamiento del dolor con métodos que incluyen el uso de opiáceos. 10. Formular instrucciones anticipadas. Esto incluye designar a una persona que tome las decisiones si usted no puede comprender un tratamiento propuesto o si no puede comunicar sus deseos con respecto a la atención. El personal y los profesionales de la salud que proporcionan atención en el hospital cumplirán dichas instrucciones. Todos los derechos del paciente se aplican a la persona que tiene la responsabilidad legal de tomar las decisiones relacionadas con la atención médica en su nombre. 11. Que su privacidad sea respetada. La discusión del caso, las consultas, los exámenes y el tratamiento son confidenciales y se deben realizar con discreción. Tiene derecho a que le indiquen la razón de la presencia de cualquier persona. También tiene derecho a que las visitas se retiren antes de un examen y cuando se habla de temas relacionados con el tratamiento. Se usarán cortinas para privacidad en habitaciones semiprivadas. 12. Recibir tratamiento confidencial de todas las comunicaciones y registros relacionados con su atención y permanencia en el hospital. Usted recibirá un Aviso sobre prácticas de privacidad (Notice of Privacy Practices) por separado que explica en detalle sus derechos a la privacidad y cómo podemos utilizar y divulgar la información protegida sobre su salud. 13. Recibir atención en un entorno seguro, donde no haya abuso mental, físico, sexual ni verbal, ni tampoco abandono, explotación o acoso. Usted tiene derecho a acceder a servicios de protección y defensa, lo que incluye notificarles a las agencias del gobierno sobre abandono o abuso. 14. No tener restricciones ni estar aislado de ninguna forma por decisión del personal como medio de coerción, disciplina, conveniencia o represalia. 15. Recibir una atención razonablemente continua y saber por adelantado la hora y el lugar de las citas, así como también la identidad de las personas que proporcionan la atención médica. 16. Ser informado por el médico, o un representante del médico, de los requisitos y opciones de atención médica continua luego de ser dado de alta continued

15 Información Importante Para Leer Derechos del Paciente del hospital. También tiene derecho a participar en el desarrollo e implementación de su plan para ser dado de alta. Si lo solicita, un amigo o un familiar también pueden recibir esta información. 17. Conocer las reglas y políticas del hospital que se aplican a su conducta mientras sea paciente del hospital. 18. Designar un acompañante así como también visitas que usted elija, si tiene la capacidad de tomar decisiones, independientemente de que la visita sea un familiar de sangre, por matrimonio o una pareja de hecho registrada, a menos que: No se permitan visitas. El establecimiento determine de manera razonable que la presencia de una visita en particular podría poner en peligro la salud o la seguridad de un paciente, de un miembro del personal del establecimiento de salud o de otras visitas en el establecimiento, o podría interrumpir de manera significativa las funciones de dicho establecimiento. Usted le haya notificado al personal del establecimiento de salud que ya no desea que una persona determinada lo visite. Sin embargo, un establecimiento de salud puede establecer restricciones razonables para las visitas, incluidas restricciones sobre los horarios de visita y la cantidad de personas. El establecimiento de salud debe informarle a usted (o a su acompañante, cuando corresponda) sobre sus derechos de visita, incluidas las restricciones o limitaciones clínicas. El establecimiento de salud no puede restringir, limitar o, de otro modo, negar los privilegios de visita por razones de raza, color, nacionalidad, religión, sexo, identidad de género, orientación sexual o discapacidad. 19. Que sus deseos sean tenidos en cuenta si no tiene la capacidad de tomar decisiones para determinar quién lo puede visitar. El método de dicha consideración cumplirá con la ley federal y se divulgará en las políticas del hospital sobre las visitas. Como mínimo, el hospital incluirá toda persona que viva en su hogar y acompañante de conformidad con la ley federal. 20. Evaluar y recibir una explicación de la cuenta del hospital, independientemente de la fuente de pago. 21. Ejercer todos estos derechos, independientemente de las cuestiones de sexo, posición económica, educación, raza, color, religión, ascendencia, nacionalidad, orientación sexual, discapacidad, condición médica, estado civil, tener una pareja de hecho registrada o por la fuente de pago para la atención. 22. Presentar una queja. Si desea presentar una queja con este hospital, puede hacerlo por escrito o por teléfono (nombre, dirección y número de teléfono del hospital): Marshall Medical Center Administration Office 1100 Marshall Way Placerville, CA (530) El comité de quejas analizará cada queja y le dará una respuesta por escrito dentro de 30 días. La respuesta por escrito incluirá el nombre de la persona con la que debe comunicarse en el hospital, las medidas tomadas para investigar la queja, los resultados del proceso conciliatorio, y la fecha de finalización del proceso conciliatorio. Las inquietudes relacionadas con la calidad de la atención o el alta prematura también pueden ser referidos a la Organización de Revisión Profesional de la Utilización y Calidad de los Servicios (Utilization and Quality Control Peer Review Organization [PRO]) correspondiente. 23. Presentar una queja en el Departamento de Salud Pública de California (California Department of Public Health, CDPH), independientemente de que utilice el proceso de quejas del hospital. El número de teléfono y la dirección del Departamento de Salud Pública de California son (dirección local y número de teléfono del CDPH): California Department of Public Health Licensing and Certification 3901 Lennane Drive, Suite 210 Sacramento, CA (916) Pacientes y miembros de nuestra comunidad están animados a compartir con la Administración de Marshall Medical Center sobre cualquier asunto llamando al número de teléfono (530) En caso que los asuntos no sean resueltos, pacientes o miembros de la comunidad pueden llamar a la Oficina de Control de Cualidad del Joint Commision al número de teléfono (800) o enviar un a jointcommission.org. Este documento sobre los Derechos del paciente incorpora los requisitos de la Comisión Conjunta (The Joint Commission), Título 22 del Código de Regulaciones de California, artículo 70707; artículos , , y del Código de Salud y Seguridad y Título 42 del Código de Reglamentaciones Federales (C.F.R.), artículo (Condiciones de participación de Medicare). Nota: Estos derechos del paciente combina el Título 22 y otras leyes de California, los requisitos de La Comisión Conjunta y de las condiciones de participación de Medicare. 15

16 Important Information To Read Patient Responsibilities Healing involves cooperation between patient and caregiver. To assist you and our other patients to get well, we ask that you be responsible for: Providing accurate and complete information about present symptoms, past illnesses, hospitalizations, medications and other health matters. Reporting unexpected changes in your condition to those giving you care and letting us know if you don t understand your treatment. Following the treatment plan your physician recommends, including instructions of nurses and other professionals carrying out your physician s orders. Learning as much as possible about your condition, your medications and your care needs following your discharge from the hospital. Meeting the financial obligations of your care as promptly as possible. Being considerate of the rights and property of other patients and hospital employees. Asking questions whenever you are unclear about any aspect of your care. Accepting the consequences for decisions in which you have participated. Please note: Patients are prohibited from possessing illegal or dangerous items such as alcohol, weapons or drugs (other than those prescribed by a health provider). In order to promote the healing and safety of Marshall patients, as well as the safety of employees and the community, if a Marshall employee suspects that a patient may be in possession of any illegal or dangerous item, the patient agrees to allow a Marshall employee to search his or her person or belongings. Committee is available to facilitate the resolution of health care dilemmas that may be faced by patients, families, physicians, staff members or other concerned persons. Please contact Administration at (530) to make a request or for further information. If You Have Concerns Our staff strives to make your hospital stay a healing experience. However, there may be an occasion to voice a concern. Please notify us of any concerns regarding your experience with your stay at Marshall Medical Center. Here are a few ways you may alert us to your concern: 1. Request to speak to any of the following individuals: Charge nurse Department manager or the supervisor of the department with which you have concerns (see list of nursing unit manager phone #s at the back of the this brochure) Nursing house supervisor (from 6:30 p.m. to 6:30 a.m. and weekends) 2. Contact our Patient Advocate at x5428. Bioethics Committee As part of Marshall Medical s commitment to providing health services of extraordinary value and quality to our community, the Bioethics 16

17 Planning Your Return Home A case manager may visit you during your hospital stay. The case manager will work with you, your family and your physician to coordinate any services you might need during your hospitalization and after discharge. After your hospital stay you may need nursing care, therapy or personal assistance at home. If so, your physician will refer you to the appropriate service. Please arrange to have family or friends available to transport you to your home on your anticipated day of discharge. If transportation by family or friends is not possible, let your case manager know. The case manager can help you make other arrangements. Discharge Information When you are discharged from the hospital you will receive information regarding follow up care, medications to take and not take, activity limitations (if any), diet or food restrictions and all other instructions pertaining to your posthospitalization care. Marshall Medical Center s Web Site Visit for ongoing information about hospital services, classes, and local physicians, support groups and health insurance information. 17

18 Keeping in Touch Mail Mail addressed to you at the hospital will be delivered to your room. Mail should be addressed to your name and room number at: Marshall Medical Center 1100 Marshall Way Placerville, CA may be sent to you addressed to Your first and last name must be included in the subject line to ensure delivery. We do not have computer resources for patients to return . Newspapers Copies of the local newspaper, Mountain Democrat, are available free of charge through the generosity of local businesses (M-W-F). Requests for a copy can be given to your nurse or a hospital volunteer. If you wish to purchase a copy of the Sacramento Bee, a volunteer can do this from the newspaper vending machines outside of the hospital entrance. Flowers Flowers received while you are a patient will be delivered to your room (with the exception of ICU). Balloons We re a latex-sensitive environment so latex rubber balloons are not permitted in the hospital. Mylar balloons are allowed. Lost and Found Items lost or misplaced are taken to the security department where they are kept for 30 days. After this, appropriate items are given to a local charity. Please call extension (530) for assistance. Gift Shop Gift items, fresh flowers, stationery, snacks and toiletry items are available in the auxiliary gift shop. Proceeds are contributed to the hospital. Normal hours are Monday through Friday, 9am to 5pm, and noon to 4pm on Saturday and Sunday. 18

19 References Marshall Medical Center Important Phone Numbers Hospital Operator... (530) or (916) or toll-free (866) Nursing Desk - OB... (530) Nurse Manager - OB... (530) Nursing Desk - North 1... (530) Nurse Manager - North 1... (530) Nursing Desk - North 2... (530) Nurse Manager - North 2... (530) Nursing Desk - ICU/CCU... (530) Nurse Manager - ICU/CCU... (530) Nursing Desk - TCC... (530) Nurse Manager - TCC... (530) Billing... (530) Corporate Compliance Hotline... (530) Patient Advocate... (530) Lost & Found... (530) Medical Records... (530) Food Services Requests (7am - 7pm)... (530) Social Worker... (530) Marshall Golden Club... (530) Marshall Foundation for Community Health... (530) Administration... (530)

20 References Insurance Billing Will my insurance pay for my care at Marshall Medical Center? To decide, ask yourself these questions: 1. Is this care a covered service under my insurance policy? Read your policy booklet or call the customer service number on your insurance card. 2. Have I met my deductible? Call the customer service number on your insurance card. 3. Is pre-authorization required from my insurance company? Your doctor may need to get pre-authorization for the care you receive at Marshall. Check your policy booklet or call the customer service number on your insurance card. If you think pre-authorization is needed, find out if your doctor has gotten authorization before you come to Marshall. If pre-authorization is needed and your doctor doesn t get it, you may have to pay for the care. 4. Is this an emergency condition? If you come to our emergency room, you are entitled, by law, to receive an emergency medical screening exam, regardless of your insurance or your ability to pay. Your insurance must pay for the exam, as long as a prudent person would have believed an emergency existed. 5. Is Marshall a covered provider under my insurance? Check your policy booklet or list of providers given to you by your insurance company OR call the customer service number on your insurance card to see if care is covered at Marshall. See below for more information about the relationship between Marshall and your insurance. NOTE: Even if Marshall bills your insurance, you are responsible for paying for the care you receive. If your insurance does not pay, then in most cases Marshall will bill you for the care. Will Marshall bill my insurance? As a courtesy to you, our business office will bill the following insurance companies: Primary insurance company One secondary insurance company Any third-party insurance company You may be asked to give us your insurance card or other information about your insurance. Even if Marshall bills your insurance, you remain responsible for payment for all care you receive. This may include care denied or not covered by your insurance, as well as your deductible and co-payment amounts. If you think you will need assistance with your hospital bill or if you need an itemized bill, call Marshall Billing as soon as possible at continued 20

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