In This Guide - CHRISTUS St. Vincent Regional Medical Center

UNKNOWN
Other people may be there to help us, teach us, guide us along our path,
but the lesson to be learned is always ours.
In This Guide
Welcome to CHRISTUS St. Vincent About Us
Telephone Directory During Your Stay Visiting Hours
Parking
Calling Your Nurse
Interpreters
Telephone
Fire Safety
Smoking
Electrical Appliances
TV
Mail, Gift & Flower Deliveries
Gift Shop
Valuables The Dining Room
Spiritual Care Speak Up Your Rights & Responsibilities Stay Safe What are Your Advance Directives? Patient Services Advance Directives Your Privacy & Information
Do You Have Pain? 3
4
5
6-9
6
6
6
6
6
7
7
7
7
7
7
7
8
8
9
9
Speak Up
Take charge of your care.
12
Stay Safe
You can contribute
to health care safety.
10-11
12-14
15
15
16-17
18
OUR ADDRESS
455 St. Michael’s Drive
Santa Fe, NM 87505
Healthy Advice Patient Guide
www.stvin.org (505) 913-3361 :
1
In this Guide continued
19
Don’t Leave Until...
6 things you should know
before you walk
out the door.
Don’t Leave Until… Preparing for Discharge 19-21
22-25
22
22
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23
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24
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27
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Resources
29-30
29-30
Going Home Billing Your Hospital Bill
Physician Billing
Processing Your Bill
Coordination of Benefits (COB) Medicare Uninsured? Commercial Insurance For Self-Pay Patients For the Caregiver
Giving Back
Financial Services
Staff Definitions Sudoku
Medication Tracker
31
32
26
For the Cargiver
Your role as patient
advocate.
29
Resources
2
: www.stvin.org (505) 913-3361
Healthy Advice Patient Guide
Welcome to CHRISTUS St. Vincent
Regional Medical Center
Thank you for choosing
CHRISTUS St. Vincent
to meet your healthcare needs.
Our medical center is committed
to providing the community,
patients and their families with
a coordinated, comprehensive
program of healthcare, including
education, prevention, screening, detection,
treatment, rehabilitation, support groups and
long-term follow-up care.
Mission
Our healing ministry
is to improve lives by
providing excellent,
compassionate health
care to the patients and
families we serve.
Vision
Exceptional Medicine,
Extraordinary Care,
Every Person, Every Day
Sincerely,
Alex Valdez
President and CEO
Values
Stewardship
We are committed to the responsible management of our finances and reputation
and to effective use of any community resources available.
Earning Trust
People put their trust in us, and our actions continuously earn that trust because
they are both ethical and safe.
Respect & Teamwork
We will have a nurturing and respectful approach to patients, families, physicians
and fellow employees.
Value
We will add value to everything we do.
Inclusive
We are dedicated to accessible care and will collaborate with the community to
offer it.
Community Benefit
We will be transparent in our use of resources to benefit the community.
Engaged
The patient and family are partners in their medical treatment.
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About Us
OUR ADDRESS
455 St. Michael’s Drive
Santa Fe, NM 87505
Your Opinion Counts
Soon after your discharge,
an independent company
may call you on behalf of
your hospital or provider
to conduct a confidential
patient satisfaction
survey. Please take the
time to speak with the
representative and share
your opinions about
your hospital stay. Your
feedback is an important
part of your hospital’s goal
of improving the care and
services it provides.
4
CHRISTUS St. Vincent Regional Medical Center
is a community-based, private, not-for-profit hospital
serving more than 300,000 people in seven counties
in northern New Mexico and Southern Colorado.
CHRISTUS St. Vincent was founded in 1865 by the
Sisters of Charity and is New Mexico’s first hospital
and the largest private employer in Santa Fe. In April
2008, CHRISTUS Health and St. Vincent finalized
the formation of a partnership that allowed St. Vincent
to benefit from the resources of the international
40-hospital system. CHRISTUS St. Vincent is
designated as a “sole community provider” by the
Centers for Medicare and Medicaid Services and
accredited by The Joint Commission on Accreditation
of Healthcare Organizations.
: www.stvin.org (505) 913-3361
Telephone Directory
General hours of operation for non-clinical areas are
weekdays, 8:00 am to 5:00 pm.
MAIN NUMBER
(505) 913-3361
Behavioral Health Services Billing
Birthing And Women’s Services Cancer Center Discharge
Emergency Services Food & Nutrition Services
Foundation Gift Shop Heart And Vascular Center Housekeeping
Human Resources Laboratory Services Main Number Laboratory At Camino Entrada Laboratory At Physicians Plaza Patient Advocate
Patient Information Pediatric Services Radiology Department Security
Sleep Center Spine Center TTY For The Hearing Impaired Wound & Hyperbaric Center Emergency Services
(505) 913-5470
(505) 913-5220
(505) 913-5291
(505) 913-5233
(505) 913-8898
(505) 913-3934
(505) 913-5414
(505) 913-5209
(505) 913-5710
(505) 913-3222
(505) 913-4912
(505) 913-5266
(505) 913-5302
(505) 913-3361
(505) 913-3134
(505) 913-3110
(505) 913-5326
(505) 913-5248
(505) 913-5505
(505) 913-5800
(505) 913-5555
(505) 913-5363
(505) 913-3220
(505) 913-5238
(505) 913-3180
Please visit us at www.stvin.org
Calling a Department WITHIN the Hospital?
Dial the last four digits of the number.
(505) 913-3934
Patient Information/
Lobby
(505) 913-5248
Discharge
(505) 913-8898
Billing
(505) 913-5220
Gift Shop
(505) 913-5710
Food & Nutrition
Services
(505) 913-5414
Security
(505) 913-5555
Housekeeping
(505) 913-4912
Patient Advocate
(505) 913-5326
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During Your Stay
VISITING HOURS
General
8:00 a.m. to 8:00 p.m.
Maternity
1:00 p.m. to 8:00 p.m.
No children under 12
permitted except siblings
of newborns
Other Units
Visiting Hours
Critical Care Units Immediate family only
10:00 a.m. to 1:00 p.m.
& 4:00 p.m. to 8:00 p.m.
(Quiet time is observed
from 2:00 p.m. to 4:00 p.m.)
Behavioral Health
Psychiatric Services
Monday, Wednesday,
& Friday,
7:00 p.m. to 8:00 p.m.
Tuesday & Thursday,
6:30 p.m. to 8:00 p.m.
Saturday, Sunday
& holidays,
2:00 p.m. to 4:00 p.m.
& 6:30 p.m. to 8:00 p.m.
No children under
12 permitted.
We have policies and procedures in place to help you
and your family work with our doctors, nurses and staff
to get the most from your hospital stay. Please take a few
minutes to review these guidelines with your loved ones.
Free Parking Lot Shuttle Service
& Security Parking Lot
Christus St. Vincent’s Free Shuttle Service is
available 7 days a week. Monday through Friday,
7:30 am - 8:30 pm; Saturday and Sunday, 9:00 am 6:30 pm. Use the Free Shuttle Service for transportation
all around the Christus St. Vincent campus,
including Physicians Plaza, the Medical-Dental Building
and to the main hospital building entrance. To arrange
for a shuttle pick-up call: (505) 913-5555. Free Valet
Service Monday through Friday 8:00 am - 8:00 pm.
Security escorts available 24/ 7. To arrange an escort to
or from your vehicle call: (505) 913-5555
Calling Your Nurse
The intercom system in your room is mounted on
the wall above the bedside table. This system is used
for direct voice contact with the staff members at the
nursing station.
Extending from the intercom is a pillow speaker that
can be clipped to your bed for convenience. To call the
nursing station, press the top bar marked “NURSE” and
a staff member will respond via the intercom. When the
nursing staff member answers, please make your request
in a normal speaking voice. Some beds have the nurse
call button built into the siderail. Please clarify with
your nurse as to which nurse call system you have.
Interpreters
To request an interpreter dial “0”.
Telephone
Telephones are provided in all patient rooms. To place
a local call, dial 9, then the number.
6
: www.stvin.org (505) 913-3361
Fire Safety
We periodically conduct fire drills. If you hear an
alarm, stay where you are. In the event of an actual
emergency, hospital staff will notify you.
Smoking
Smoking is not permitted anywhere in the hospital or
on hospital grounds.
Electrical Appliances
Electrical appliances including hair dryers, curling irons,
razors, radios, heating pads, portable heaters, VCRs,
computers and other devices are not permitted in patient
rooms. You may use only battery-operated devices.
TV
Televisions are provided in each patient room. Please be
considerate of others and keep the TV volume down.
The sets are controlled by the pillow speaker which may
be clipped to your bed or by controls located on the side
rail panel. Channel listings are located at the back of this
book. All televisions have closed captioning available for
the hearing impaired.
Mail, Gift & Flower Deliveries
Mail and packages will be delivered to you by a hospital
volunteer. Individual florists deliver flowers to patient
rooms. Please note that flowers are prohibited in
intensive care units. Patient mail received after discharge
will be forwarded to the patient’s home.
Outgoing mail may be taken to the nursing station
or given to your attending nurse. Postage stamps are
available in the gift shop.
Leave Your
Valuables At Home
If you have valuables,
such as jewelry and cash,
please give them to a
relative or friend to take
care of during your stay.
Contact lenses,
eyeglasses, hearing aids
and dentures should be
stored in your bedside
stand when not in use.
Please don’t put them on
your bed or food tray—
they may be damaged
or lost.
Christus St. Vincent
cannot be responsible
for replacement of
personal belongings.
Gift Shop
Gift Shop hours of operation are daily 9:00 am until 8:00
p.m. The gift shop is located on the second floor next
to the information desk. All proceeds of the shop go
directly back to the hospital.
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During Your Stay
Where’s the
Cafeteria?
LOCATION:
first floor
Visitors are welcome to
dine in the cafeteria.
HOURS:
Breakfast
6:30 - 10:30 a.m.
Lunch
11:15 a.m. - 2:00 p.m.
Dinner
4:15 p.m. - 6:45 p.m.
Also, the gift shop has a Red Box (movie rentals) located
on the first floor across from the elevators. Whether you
are a patient (enjoy a movie in your room), visitor (enjoy
a movie while you’re visiting a patient), or employee (take
home a movie), please visit the Red Box location.
Spiritual Care
The hospital Chaplain and a group of volunteer
ministers are available to all patients and their families.
A Prayer Ministry is available for the sharing of prayer
with staff members. Please contact your nurse or call
(505) 913-5240 to request these services. A chapel is
on the third floor.
Where’s the
Pharmacy?
LOCATION:
first floor
HOURS:
Mon.& Tues.
9:00 a.m. – 5:30 p.m.
Wednesday
9:00 a.m. – 5:30 p.m.
Thursday
9:00 a.m. – 5:30 p.m.
Friday
9:00 a.m. – 1:00 p.m.
Most major
insurances accepted.
Fast, friendly
and professional service.
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: www.stvin.org (505) 913-3361
William Shakespeare 1564-1616
Boldness be my friend.
Speak Up!
See My Medications to keep
track of what you are
given in the hospital.
See page 32 .
Take charge of your care.
During your stay, the doctors, nurses and staff
of your hospital will treat you and your family
as partners in your own care. One important
way that you can be involved is to speak up.
Ask questions, voice your concerns, and don’t
be afraid to raise any issues relating not only
to your care and treatment, but also to overall
hospital services.
STEP UP & SPEAK UP
SPEAK UP
Ask questions and voice
concerns. It’s your body and
you have a right to know.
PAY ATTENTION
Make sure you’re getting
the right treatments and
medicines.
EDUCATE YOURSELF
Learn about the medical
tests you get and your
treatment plan.
FIND AN ADVOCATE
Pick a trusted family member
or friend to be your advocate.
WHAT MEDS & WHY
Know what medicines you
take and why you take them.
In the pages that follow, you’ll find a step-by-step
guide to making the most of your hospital stay—
how to stay safe, get the information you need, ask
the right questions, and interact effectively with
your doctors, nurses and hospital staff.
STAT NOTE
Write down any questions you have
Choose a family member to communicate
with the doctors and staff
n Keep a list of doctors you see and the
medications they prescribe
CHECK BEFORE YOU GO
Use a hospital, clinic, surgery
center or other type of
health care organization that
meets the Joint Commission’s quality standards.
n
n
PARTICIPATE IN YOUR CARE
You are the center of the
health care team.
Courtesy of The Joint Commission.
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Rights & Responsibilities
We respect the
confidentiality of
your relationship with
your doctor and your
caregivers, and respect
the personal nature of
sharing information
about your health and
healthcare needs. State
and federal laws and
CHRISTUS St. Vincent
Regional Medical
Center’s own operating
policies protect the
privacy of your medical
information. Enclosed
in this guide is our
Patient Rights and
Responsibilities
outlining the way
we use, disclose and
safeguard patient
information.
10
As a patient, you have the right to respectful and
considerate care. In addition, there are specific rights
and responsibilities you have during your hospital stay.
You Have the Right to:
✔Be informed of the hospital’s rules and
regulations as they apply to your conduct.
✔Expect privacy and dignity in treatment consistent
with providing you with good medical and psychiatric care.
✔Receive considerate, respectful care at all times and
under all circumstances.
✔Expect prompt and reasonable responses to your
questions.
✔Know who is responsible for authorizing and performing your procedures or treatments.
✔Know the identity and professional status of your
caregivers.
✔Know what patient support services are available,
including access to an interpreter if language is
a problem.
✔Have access to your medical records according to
hospital policy.
✔Be informed of the nature of your condition,
proposed treatment or procedure, risks, benefits
and prognosis, and any continuing health care
requirements after your discharge in terms you can
understand.
✔Be informed of medical alternatives for care or
treatment.
✔Refuse treatment, except as otherwise provided
by law, and to be informed of the consequences
of your refusal.
✔Receive access to medical treatment or accommodations regardless of race, sex, creed, sexual orientation, national origin, religion, physical handicap, or
sources of payment.
✔Know if the medical treatment prescribed for you is
for experimental purposes and to give your written
consent to participate if you choose.
: www.stvin.org (505) 913-3361
✔Participate in the decision-making process related
to the plan of your care.
✔Have access to professionals to assist you with
emotional and/or spiritual care.
✔Exercise your cultural values and spiritual beliefs as
long as they do not interfere with the well-being
of others, or the planned course of any medical care.
✔Participate in the discussion of ethical issues that
may arise.
✔Express concerns regarding any of these rights
in accordance with the grievance process.
✔Formulate advance directives and appoint a
surrogate to make health care decisions on your
behalf to the extent permitted by law.
If you have concerns
about the care you or
your family member
received, we encourage
you to speak with your
physician or with the
nursing supervisor. If
you feel that your issue
wasn’t resolved, contact
(505) 913-5326
You are Responsible for:
✔Providing accurate and complete information to
your health care providers about your present
and past medical conditions and all other matters
pertaining to your health.
✔Reporting unexpected changes in your condition
to your health care providers.
✔Informing your health care providers whether
or not you understand the plan of care and what
is expected of you.
✔Following the treatment plan recommended
by your health care providers.
✔Keeping appointments and, if you cannot, notifying
the proper person.
✔Knowing the consequences of your own actions
if you refuse treatment or do not follow the health
care providers’ instructions.
✔Being considerate of the rights of other patients
and hospital personnel and to follow hospital
policy and regulations regarding care and conduct.
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Henry H. Tweedy 1868-1953
Fear is the father of courage
and the mother of safety.
What about your valuables?
See page 7 .
You’re in Charge
Stay Safe
You can contribute to health care safety.
While you are in the hospital, many people will en-
ter your room, from doctors and nurses to aides and
orderlies. The following information will help make
your hospital stay safe and comfortable.
Don’t Be Afraid to Ask…
A number of people may enter your hospital room.
Be sure to:
n Ask for the ID of everyone who comes into
your room.
n Speak up if hospital staff don’t ask to check
your ID.
n Ask if the person has washed their hands
before they touch you.
n If you are told you need certain tests or
procedures, ask why you need them, when
they will happen, and how long it will be
before you get the results.
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Errors can occur during
your hospital stay. They
can involve medications,
procedures or paperwork—
for example, being given
salt with a meal when you’re
on a salt-free diet,
or receiving someone
else’s medical forms.
You can help prevent errors
by taking charge of your
care. Be sure to:
n stay informed about your
medical condition
n know the details of your
treatment plan
n understand the tests
and procedures you will
undergo
Your doctor can answer
these questions. Take notes
when you speak with your
doctor, or have a trusted
friend or family member
take notes for you, so you
can refer to them later.
Also ask for any written
information your doctor
may be able to provide
about your condition and/
or treatments. Remember—
you’re in charge.
: www.stvin.org (505) 913-3361
Fighting Infections
While you’re in the hospital to get well, you should
know that there is the possibility of developing an
infection. The single most important thing you
can do to help prevent infections is to wash your
hands and make sure that everyone who touches
you—including your doctors and nurses—wash
their hands, too.
You, your family and friends should wash hands:
1. after touching objects or surfaces in
the hospital room
2. before eating
3. after using the restroom
Happy Birthday to You!
It is also important that your healthcare providers wash their hands with either soap and water
or with an alcohol-based hand cleaner every time,
both before and after they touch you. Healthcare
providers know to practice hand hygiene, but
sometimes they forget. You and your family should
not be afraid or embarrassed to speak up and ask
them to wash their hands.
Preventing Medication Errors
By taking part in your own care, you can help
the members of your health care team avoid
medication errors. Here’s how:
Be sure that all of your doctors know what
medications you have been taking, including
prescription drugs, over-the-counter medications,
herbal and vitamin supplements, natural remedies
and recreational drugs.
Be sure that all of your doctors know of any
allergies you may have—to medications,
anesthesia, foods, latex products, etc.
When you are brought medications or IV fluids,
ask the person to check to be sure you are the patient
who is supposed to receive the medications.
Show that person your ID bracelet to double-check.
Remember--you play an important role in helping
to reduce medication errors.
Wash your hands with soap
and warm water for 15 to
20 seconds. That’s about the
same amount of time that
it takes to sing the “Happy
Birthday” song twice.
No Soap? No Problem
Alcohol-based hand cleaners are as effective as soap
and water in killing germs.
To use, apply the cleaner to
the palm of your hand and
rub your hands together.
Keep rubbing over all the
surfaces of your fingers and
hands until they are dry.
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Stay Safe continued
Patients of all ages are at risk of falls because
of medications that may make them dizzy, weak, or unsteady.
Know Your Meds
While you are hospitalized, your doctor may
prescribe medications for you. Be sure that you
understand exactly what they are and why they are
being prescribed. Use this checklist to help you get
the information you need from your doctor:
What is the name of the medicine?
What is its generic name?
Why am I taking this medicine?
What dose will I be taking?
How often, and for how long?
What are the possible side effects?
Can I take this medicine while taking my
other medications or dietary supplements?
Are there any foods, drinks or activities that
I should avoid while taking this medicine?
Use the Medication Tracker on page 32
to help you monitor your medications.
Preventing Falls
Patients often fall because they are on medications
that make them dizzy, they are weak and unsteady
due to illness or medical procedures, or because
they’ve been sitting or lying down for too long.
For your safety, please:
n Always call for assistance before getting
out of bed.
n Wear properly-fitting shoes with nonskid soles.
n Keep the call button within easy reach.
n Have necessary items within reach, such
as your glasses, tissues, the telephone,
and anything else you need.
n When you get assistance, rise slowly
from your bed or chair to prevent dizziness.
n Walk close to the wall and hold onto the
handrail while in the bathroom.
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: www.stvin.org (505) 913-3361
DVT:
Lower Your Risk
Deep-vein thrombosis
(DVT) occurs when blood
clots form in the legs and
block circulation. The clots
can lodge in the brain,
heart or lungs, causing
damage or even death.
When you’re hospitalized
and in bed with limited
physical activity, your risk
of DVT increases.
Ask your doctor about
using compression boots
or stockings and/or blood
thinners to prevent
DVT during your stay.
Tell your doctor or nurse
if you have any of the
following warning signs:
____________
A leg cramp or charley
horse that gets worse
____________
Swelling and discoloration
in your leg, upper arm
or neck
____________
Unexplained shortness
of breath
____________
Chest discomfort that gets
worse when you breathe
deeply or cough
____________
Light-headedness or
blacking out
What are Your Advance Directives?
Patient Services Advance Directives
You have the right to make decisions about your
own medical treatment. These decisions become
more difficult if, due to illness or a change in mental
condition, you are unable to tell your doctor and loved
ones what kind of health care treatments you want.
That is why it is important for you to make your wishes
known in advance.
Here is a brief description of each kind of directive:
Living Will. A set of instructions documenting your
wishes about life-sustaining medical care. It is used if
you become terminally ill, incapacitated, or unable to
communicate or make decisions. A living will protects your rights to accept or refuse medical care and
removes the burden for making decisions from your
family, friends and medical professionals.
Health Care Proxy. A person (agent) you appoint to
make your medical decisions if you are unable to do so.
Choose someone you know well and trust to represent
your preferences. Be sure to discuss this with the person
before naming them as your agent. Remember that an
agent may have to use their judgment in the event of a
medical decision for which your wishes aren’t known.
Durable Power of Attorney. For health care: A legal
document that names your health care proxy. Once
written, it should be signed, dated, witnessed,
notarized, copied and put into your medical record.
For finances: You may also want to appoint someone
to manage your financial affairs when you cannot. A
durable power of attorney for finances is a separate
legal document from the durable power of attorney for
health care. You may choose the same person for both,
or choose different people to represent you.
For more information about advance directives
or to obtain forms, please speak with your nurse.
What Are
Advance Directives?
A living will, health care
proxy and durable power
of attorney—are the legal
documents that allow
you to give direction to
medical personnel, family
and friends concerning
your future care when
you cannot speak for
yourself. You do not
need a lawyer in order
to complete advance
directives.
In the event of a
disagreement between
family members or other
caregivers concerning
your wishes regarding
life-sustaining treatment,
or other issues in
connection with your
Advance Directive, the
Bioethics Committee is
available to hear such
disputes. Contact the
Patient Advocate at
505-913-5326.
Your Advance Directive
is destroyed once you
are discharged from
the hospital. You must
create a new Advance
Directive each time you
are readmitted. In this
way, you ensure that the
hospital has your most
current information.
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Your Privacy & Information
If you believe your health
information was used
or shared in a way that
is not allowed under
the privacy law, or if you
weren’t able to exercise
your rights, you can
file a complaint with
your provider or health
insurer. You can also file
a complaint with the U.S.
government. Go online to
www.hhs.gov/ocr/hipaa/
for more information.
A separate law
provides additional
privacy protections
to patients of alcohol
and drug treatment
programs. For more
information, go online
to www.samhsa.gov.
Privacy & Your Health Information
You have privacy rights under a federal law that
protects your health information. These rights are
important for you to know. Federal law sets rules
and limits on who can look at and receive your
health information.
Who must follow this law?
nMost doctors, nurses, pharmacies, hospitals,
clinics, nursing homes and many other health
care providers
nHealth insurance companies, HMOs and most
employer group health plans
nCertain government programs that pay for health
care, such as Medicare and Medicaid
What information is protected?
nInformation your doctors, nurses and other health
care providers put in your medical records
nConversations your doctor has with nurses and
others regarding your care or treatment
nInformation about you in your health insurer’s
computer system
nBilling information about you at your clinic
nMost other health information about you held by
those who must follow this law
You have rights over your health information.
Providers and health insurers who are required to
follow this law must comply with your right to:
nAsk to see and get a copy of your health records
nHave corrections added to your health information
nReceive a notice that tells you how your health
information may be used and shared
nDecide if you want to give your permission before
your health information can be used or shared for
certain purposes, such as for marketing
nGet a report on when and why your health
information was shared for certain purposes
nFile a complaint
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: www.stvin.org (505) 913-3361
Be considerate of other patients and hospital personnel.
To make sure that your health information is
protected in a way that doesn’t interfere with your
health care, your information can be used and shared:
nFor your treatment and care coordination
nTo pay doctors and hospitals for your health care
and help run their businesses
nWith your family, relatives, friends or others you
identify who are involved with your health care or
your health care bills, unless you object
nTo make sure doctors give good care and nursing
homes are clean and safe
nTo protect the public’s health, such as by
reporting when the flu is in your area
nTo make required reports to the police, such as
reporting gunshot wounds
How do I get
copies of my
medical records?
Visit the Medical Records
department located on
the first level. Fill out
an authorization form
and show identification
in the form of a drivers
license or passport.
Without your written permission,
your provider cannot:
nGive your health information to your employer
nUse or share your health information for
marketing or advertising purposes
nShare private notes about your mental health
counseling sessions
Adapted from U.S. Department of Health & Human
Services Office for Civil Rights
www.stvin.org (505) 913-3361 :
17
Do You Have Pain?
Pain Rating Scale
0 No Hurt
Pain Management
You are the expert about how you are feeling.
Be sure to tell your doctor or nurse when you have
any kind of pain. To help describe your pain, be sure
to report:
When the pain began
Where you feel pain
How the pain feels—sharp, dull, throbbing,
burning, tingling
If the pain is constant, or if it comes and goes
What, if anything, makes the pain feel better
What, if anything, makes the pain feel worse
How much, if any, pain your medicine is taking away
If your medicine helps with the pain, how many
hours of relief do you get?
n
n
n
n
n
n
2 Hurts Little Bit
n
n
Use the Pain Rating Scale at right to tell your doctor or
nurse how severe your pain is.
4 Hurts Little More
6 Hurts Even More
8 Hurts Whole Lot
10 Hurts Worst
18
: www.stvin.org (505) 913-3361
Louis Pasteur 1822 - 1895
In the field of observation,
chance favors only the prepared mind.
Don’t Leave
Until…
Also see Preparing for Discharge
on page 22.
6 things to know before you walk out that hospital door.
When it’s time to be released from the hospital, your
physician will authorize a hospital discharge. This
doesn’t necessarily mean that you are completely
well—it only means that you no longer need
If You Disagree
You or a relative can appeal your doctor’s discharge decision. If you are a Medicare patient, be
sure you are given “An Important Message from
Medicare” from the hospital’s discharge planner or
caseworker. This details your rights to remain in the
hospital for care and provides information on who
to contact to appeal a discharge decision.
hospital services. If you
disagree, you or your
caregiver can appeal
the decision (see If You
Disagree, at left).
On the other hand, you
may be pleased to learn
that your doctor has
approved your discharge.
But before you can leave
the hospital, there are
several things that you
or your caregiver must
attend to.
The first step is to know
who will be involved in
your discharge process.
This starts with the
hospital’s discharge
planner, who may be a
nurse, social worker or
administrator, or may
have some other title.
You and your caregiver
should meet this person
relatively early in your
hospital stay; if not, find
out who this person is
and be sure to meet with
them well before your
expected discharge date.
www.stvin.org (505) 913-3361 :
19
Don’t Leave Until… continued
Make sure you have the following
information before you leave
the hospital:
1. Discharge summary. This is an overview of why you were in the hospital,
which health care professionals saw
you, what procedures were done, and
what medications were prescribed.
Be sure to meet with the hospital’s
discharge planner early in your stay to
ensure a smooth discharge process later on.
2. Medications list. This is a listing of
what medications you are taking, why,
in what dosage, and who prescribed
them. (You’ll already have this if you
use the My Medications form on page
32 to keep track while you’re in the
hospital.) But also having a list prepared
by the hospital is a good way to doublecheck the information.
n Any other home-care instruction
3. Rx. A prescription for any medications you need, and a supply of medications for several days to give you time
toget the prescription(s) filled.
5. Other services. When you leave the
hospital, you may need to spend time
in a rehabilitation facility, nursing
home, or other institution. Or you
may need to schedule tests at an
imaging center, have treatments at
a cancer center, or have in-home
therapy. Be sure speak with your nurse
or physician to get all the
details you need before you leave.
4. Follow-up care instructions.
Make sure you have paperwork that
tells you:
nWhat, if any, dietary restrictions
you need to follow and for how long
n What kinds of activities you can
and can’t do, and for how long
n How to properly care for any
injury or incisions you may have
n What follow-up tests you may need
and when you need to
schedule them
n What medicines you must
take, why, and for how long
n When you need to see your physician
20
for your caregiver, such as how to
get you in and out of bed, how
to use and monitor any equipment,
and what signs and symptoms
to watch out for
n Telephone numbers to call if you
or your caregiver has any questions
pertaining to your after-hospital care
6. Community resources. You and your
caregiver may feel unprepared for what
will happen after your discharge. Make
sure your discharge planner provides
you with information about local
resources, such as agencies that can
provide services like transportation,
equipment, home care and respite care,
and agencies that can help with patient
care and respite care.
: www.stvin.org (505) 913-3361
Home Health Care
Part-time health care provided by
medical professionals in a patient’s
home to maintain or restore health.
It includes a wide range of skilled
and non-skilled services, including
part-time nursing care, therapy,
and assistance with daily activities
and homemaker services, such as
cleaning and meal preparation.
Medicare defines home health care as
intermittent, physician-ordered medical services or treatment.
Durable Medical Equipment (DME)
Medical equipment that is ordered by
a doctor for use in a patient’s home.
Examples are walkers, crutches, wheelchairs and hospital beds. DME is paid
for under both Medicare Part B and
Part A for home health services.
Independent Living
Communities for seniors who are very
independent and have few medical
problems. Residents live in private
apartments. Meals, housekeeping,
maintenance and social outings and
events are provided.
Assisted Living
An apartment in a long-term care
facility for elderly or disabled people
who can no longer live on their own
but who don’t need a high level of
care. Assisted-living facilities provide
assistance with medications, meals
in a cafeteria or restaurant-like
setting, and housekeeping services.
Nursing staff is on site. Most facilities
have social activities and provide
transportation to doctors’
appointments, shopping, etc.
Nursing Home
A residential facility for people with
chronic illness or disability, particularly elderly people who need assistance
for most or all of their daily living
activities such as bathing, dressing and
toileting. Nursing homes provide 24hour skilled care, and are also called
convalescent homes or long-term
care facilities. Many nursing homes
also provide short-term rehabilitative
stays for patients recovering from an
injury or illness. Some facilities also
have a separate unit for residents with
Alzheimer’s disease or memory loss.
Hospice
A licensed or certified program that
provides care for people who are
terminally ill and for their families.
Hospice care can be provided at home,
in a hospice or other freestanding facility or within a hospital. Also referred
to as “palliative” care, hospice care emphasizes the management of pain and
discomfort and addresses the physical,
spiritual, emotional, psychological,
financial, and legal needs of the patient
and his or her family.
Respite Care provides a temporary break for caregivers.
Patients spend time in programs such as adult daycare or in week-long
or month-long stays in a care facility.
www.stvin.org (505) 913-3361 :
21
Preparing for Discharge
A case manager is
available to help you
plan your discharge. If
you would like assistance
with this please ask your
nurse to have the case
manager see you.
When You
Are Discharged
Your physician
determines when you are
ready to be discharged.
Your physician and nurse
will give you discharge
instructions and answer
any questions you
have about managing
your treatment and
medications once you
are home. If you are
confused or unsure about
what you need to do,
what medications you
must take, or if you have
to restrict your diet or
activities, don’t be afraid
to ask and take notes.
Be sure you understand
any instructions you
have been given before
you leave the hospital.
Going Home
When your doctor feels that you are ready to
leave the hospital he or she will authorize a hospital
discharge. Please speak with your nurse about our
discharge procedures.
Here are few tips to make the discharge process
run smoothly:
n Be sure you and/or your caregiver have spoken with
a discharge planner and that you understand what
services you may need after leaving the hospital.
(See Don’t Leave Until… on page 19 for more
discharge advice.)
n Verify your discharge date and time with your nurse
or doctor.
n Have someone available to pick you up.
n Check your room, bathroom and bedside table carefully for any personal items.
n Make sure you or your caregiver has all necessary
paperwork for billing, referrals, prescriptions, etc.
Billing
At Christus St. Vincent Regional Medical Center,
we take a proactive approach to patient billing and
collections, with respect and professionalism at the forefront of our services. We expect payment at the time of
service, and we understand that billing and collection
for health care services can be confusing. Our admitting
and business office staff will work with you to answer
your billing questions, set up a payment plan, or qualify
you for one of the many options available.
Your Hospital Bill
As a routine practice, when appropriate, the hospital
attempts to collect all known patient expenses at the
time of service. Our initial request for payment will
include deductibles, co-pays and coinsurance amounts.
However, the amount of all charges may not be known
or available at the time of admission or discharge, and
it is possible that charges may be added to your bill
after discharge. Therefore, calculated coinsurance
22
: www.stvin.org (505) 913-3361
amounts are based on estimated charges. Any overpayment will be promptly refunded, and we will not
charge interest on the balance of your bill that remains
after your insurance provider has provided us with
their portion of the payment.
You may request an itemized copy of your bill within
one year of the date of your discharge from the hospital,
and it will be provided to you within 10 business days.
Physician Billing
Professional services provided to you by a physician
will be billed separately and apart from the fees
charged by the hospital. Please note that physicians
and other health care providers who provide services
at our facility may not be listed as participating
providers or contracted with the same third-party
payors as this hospital. This means their services may
not be covered by your medical insurance provider,
even if the hospital is in your network. If you receive a
bill from a physician and have questions, please call the
telephone number listed on that bill. Physicians that
may bill you separately include:
n Your personal physician
n Pathologists
n Emergency Department physicians
n Anesthesiologists
n Radiologists
n Hospitalists
Processing Your Bill
If you have current insurance coverage, our hospital
billing department will bill your insurance company
shortly after your visit. Your insurance company
should pay your hospital bill within 45 days. The
hospital may request your help in contacting your
insurance company if payment is delayed. There
may be times when your insurance company needs
additional information from you. Please respond as
soon as possible so payment is not delayed. You will
receive an explanation of benefits from your insurance
Discounts
CVSRMC will discount
bills for all uninsured
patients for medically
necessary services per
policy. Information
about this policy will
be provided at time
of registration and/
or during your visit.
After your bill has been
discounted, you will
be asked to pay the
remainder. If you are
unable to pay your bill,
we will work with you to
find a payment resource.
You will be referred to
a Financial Counselor
to obtain the proper
documents needed
to determine what
programs you
may qualify for.
We’re here for you!
Please contact us at
(505)913-5220 if you
have questions
concerning your bill.
www.stvin.org (505) 913-3361 :
23
Preparing for Discharge
Uninsured?
Amounts that are not
covered by insurance are
due and payable before
you are discharged
from the hospital. If
your medical condition
permits, a financial
counselor will contact
you during the course
of your stay to discuss
payment options.
company when they have paid their portion. If there
are remaining balances that are your responsibility,
you will be receiving a statement from our extended
business office in Houston, Texas that is due upon
receipt of the bill.
Coordination of Benefits (COB)
Coordination of Benefits, referred to as COB, is a term
used by insurance companies when you are covered
under two or more insurance policies. This usually
happens when both husband and wife are listed on
each other’s insurance policies, or when both parents
carry their children on their individual policies, or
when there is eligibility under two federal programs.
This also can occur when you are involved in a motor
vehicle accident and have medical insurance and automobile insurance.
Most insurance companies have COB provisions
that determine who is the primary payer when medical
expenses are incurred. This prevents duplicate payments.
COB priority must be identified at admission in order to
comply with insurance guidelines. Your insurance may
request a completed COB form before paying a claim and
every attempt will be made to notify you if this occurs.
The hospital cannot provide this information to your
insurance company. You must resolve this issue with your
insurance carrier in order for the claim to be paid.
Medicare
This hospital is an approved Medicare provider. All
services billed to Medicare follow federal guidelines
and procedures. Medicare has a COB clause. At the
time of service you will be asked to answer questions
to help determine the primary insurance carrier paying
for your visit. This is referred to as an MSP Questionnaire and is required by federal law. Your assistance in
providing accurate information will allow us to bill the
correct insurance company.
Medicare deductibles and co-insurance are covered by your secondary insurance. If you do not have
24
: www.stvin.org (505) 913-3361
Be considerate of other patients and hospital personnel.
secondary insurance you will be asked to pay these
amounts or establish a payment plan. If you are unable
to pay these amounts, we will help you determine if
you qualify for a state funded program.
Commercial Insurance
As a service to our customers, we will forward a claim
to your commercial insurance carrier based on the
information you provide at the time of registration.
It is very important for you to provide all related
information such as policy number, group number and
the correct mailing address for your insurance company.
For Self-Pay Patients
Patient Financial Services Department will send
statements for payment of self-pay accounts. You will
receive two to three billing statements and two to
three telephone calls over a 90-day period to obtain
a payment or to make payment arrangements. If
payment arrangements are not established and no payment is made during the 90-day period, the account
will be placed with a collection agency. If you need
an itemized statement, you can obtain one by calling
our customer service department at the number listed
below or by using the website at www.stvin.org. If you
have any questions regarding your billing statement,
you can contact the patient Financial Services
Department at 1-(505)-913-5220.
Patient Finance
Options
CHRISTUS St. Vincent
Regional Medical Center
is committed to Service
Excellence in delivering
care with the highest
regard to our patients. As
part of our commitment,
we are dedicated to our
patients and community
by offering various finance
options to enable ease of
continued access for your
healthcare needs.
n We accept cash, checks,
or credit cards.
n Insurances are accepted
and billed upon verification of eligibility benefits
and authorization.
n Prompt pay discounts
are offered to uninsured
patients.
n Payment plan options
are available.
n Professional assistance
for Medicaid assistance
applications.
n Partners with Santa Fe
County Indigent Program.
n Charity Care sliding
scale based on income
guidelines.
n Federal Funding of
Emergency Health
Services Furnished to
Undocumented Aliens
Program.
n Patient Access Staff can
provide price estimates
prior to service and at time
of registration.
www.stvin.org (505) 913-3361 :
25
Buddha
In compassion lies
the world’s true strength.
Caregiver, remember
to care for yourself!
For the Caregiver
Your role as a patient advocate
Caregiver...
know what condition
Know what condition your loved
one is being treated for.
patient’s rights
Know your patient’s rights and
responsibilities (See page 10).
advance directives?
Know whether or not your loved
one has an advance directive
and if so, what it specifies.
(See page 15).
While your loved one is in the hospital, who will
speak up for him or her? You can, by being the
patient’s advocate—the person who will help the
patient work with doctors, nurses and hospital staff.
To help your loved one make the best decisions
about their care and treatment, follow the advice in
the Caregiver list at right.
While you are making sure that your loved one’s
needs are being met, don’t neglect your own. Caregiving is a stressful and time-consuming job. You
may neglect your diet, your normal exercise routine,
and your sleep needs. You may find that you have
little or no time to spend with friends,
to relax, or to just be by yourself for a while.
But down time is important. Don’t be reluctant
to ask for help in caring for your loved one.
Take advantage of friends’ offers to help and look
into local adult daycare programs. Find out more
about how you can ease the stress of caregiving
at www.caregiver.org.
26
: www.stvin.org (505) 913-3361
ask questions
If your loved one is too ill or
reluctant to ask questions,
make note of their concerns and
any you may have and don’t be
afraid to speak up
(see Speak Up! on page 9).
help track medications
Your loved one may be prescribed
medications while in the hospital
and may be seen by several
doctors. Keep track of it all with
My Medications on page 32.
what’s next
Will your loved one need home
care or care at another facility?
Ask to speak with a case
manager to find out what your
options are.
Giving Back
The St. Vincent Hospital Foundation
The St. Vincent Hopital Foundation was established
in 1980 by a group of community-focused individuals
to support Christus St. Vincent Regional Medical
Center in its mission of promoting the health and
well-being of people in Northern New Mexico. The
Foundation’s first major project was to raise $400,000
to help construct the Santa Fe Cancer Center at St.
Vincent Regional Medical Center, which opened
its doors in 1983. Eight years later, the Foundation
launched a $1.7 million Landmark Campaign, which
benefited the hospital’s Cancer Center and Emergency
Department. In 1997, the Foundation completed a $2.5
million campaign to renovate the Women’s Services
and Pediatric Units here at the hospital. In 2007,
the foundation completed its campaign to raise $4
million toward a $12 million Emergency Department
expansion and renovation.
The Foundation is committed to ensuring that
Christus St. Vincent Regional Medical Center
continues to be a viable health care resource for the
residents of the Santa Fe community and the Northern
New Mexico region. With the help of individual
contributions, business donations, grants and public
events, the Foundation can continue to offer assistance
to St. Vincent Regional Medical Center for capital
improvement projects, state-of-the-art medical
technologies and community programs.
If you would like to
give to Christus St.
Vincent Regional Medical
Center, please call the
Foundation office at
(505) 913-5209. It is
the hospital policy that
employees may not
accept gifts from patients.
If you would like to show
your appreciation for a
staff member, you may
make a contribution
directly to the
Foundation. Thank you.
www.stvin.org (505) 913-3361 :
27
Financial Services
Important Note:
Many insurance
companies require
prior notification
of hospitalization.
If prior notification
does not occur when
it is required, your
insurance company
may deny your claim.
28
Financial Terms and Conditions
Inpatient Hospitalization
Thank you for choosing Christus St. Vincent
Regional Medical Center for your health care needs.
We appreciate your confidence in Christus St.
Vincent and will do everything we can to exceed
your expectations.
In order for Christus St. Vincent Regional
Medical Center to continue to provide essential
medical care to the community, it is necessary that the
hospital be paid for the services it provides. We would
like to take a moment of your time to explain the
hospital’s financial requirements.
Acceptance of Insurance
The hospital accepts most forms of health insurance
coverage in lieu of immediate cash payment. The
insurance provided must be verifiable and have
sufficient coverage limits to provide for payment of
your charges.
Co-payments and deductibles, which are common
in most insurance plans, are due upon admission.
Important Note: Many insurance companies
require prior notification of hospitalization. If prior
notification does not occur when it is required, your
insurance company may deny your claim. If you
disclose all of your insurance information, and provide
proof of coverage before you come into the hospital,
or no later than the time of admission, the hospital
will assist you in notifying your insurance company.
However, if you fail to disclose your insurance
information, or if you are late in disclosing your
insurance information, it may be too late for prior
notification and your claim could be denied. If your
claim is denied under these circumstances, you will be
held responsible for payment of your charges.
: www.stvin.org (505) 913-3361
Resources
Staff Definitions
Physicians
Patient Advocate
Your primary care physician, a resident physician on
duty, or a hospitalist will supervise your care while you
are in the hospital.
Nurses
In each nursing unit, registered nurses are responsible
for supervising patient care and directing the nursing
and support staff of the unit. Registered nurses are
assisted by nursing assistants and nurse technicians. The
nursing staff is available around the clock.
Dietitians
Ext. 4987
A staff of registered dietitians is available to you
during your stay to help you understand your diet and
nutritional health. They may also work with you on
changes you may need to make in your diet after you
leave the hospital. If you have any questions about your
diet, you may contact one of our registered dieticians
through your nurse, or by calling extension 4987 from
any hospital phone.
Technicians and Technologists
Skilled health professionals perform and assist
with laboratory and other procedures, including
x-rays, mammograms, ultrasound, CT scans, MRIs,
cardiac catheterization, radiation therapy and other
procedures that help in diagnosing and treating your
illness or injury.
Case Managers and Social Workers Our Patient Advocates
are here to offer
assistance with any
questions, problems,
concerns or complaints
you may have about the
care you are receiving.
The Patient Advocate
may be reached 24
hours 7 days a week
by calling 913-5812, or
by dialing ‘O’ from any
hospital phone to reach
a hospital operator.”
Rehabilitation
Therapists
Physical therapists,
occupational therapists,
speech pathologists and
audiologists will work
with you, your family
and your medical team
to help meet goals
of recovery. Therapy
may range from brief
consultation to longterm intervention, based
on the extent of your
injuries or illness.
Case managers will review your medical record and
discuss your discharge planning. They are also available
to assist you with arrangement for home care, admission
to a long-term care facility or rehabilitation care.
Social workers offer emotional support, counseling
and guidance to help patients and their families deal
with financial, social and emotional problems related
to illness or hospitalization.
www.stvin.org (505) 913-3361 :
29
Resources
Caregiver Resources
www.aoa.gov/caregivers
Caregiver resources from
the Administration
on Aging
www.caregiving.com
Online support groups
and articles on caregiving
Children of Aging
Parents
800-227-7294
www.caps4caregivers.org
Information, referrals and
support for caregivers
of the elderly and
chronically ill
Eldercare Locator
800-677-1116
www.eldercare.gov
Help with locating aging
services throughout
the U.S.
800-MEDICARE
www.medicare.gov
Official U.S. government
site for people
with Medicare
National Alliance for
Caregiving
www.caregiving.org
Support for family
caregivers and the
professionals who
serve them
National Family
Caregivers Association
800-896-3650
www.nfcacares.org
Support for caregivers of
chronically ill, aged, or
disabled loved ones
30
Pharmacists
While you are in the hospital all of your medications
are dispensed by our hospital pharmacists. They
can answer any questions you have regarding your
medications.
Chaplain
We consider spiritual care to be an internal and essential
part of healthcare delivery and we offer spiritual care
services throughout the continuum of care.
A variety of Spiritual Care services are offered to
those served by our medical center, including:
n Spiritual development programs
n Spiritual guidance, support and prayer
n Wellness initiatives
n Spiritual assessments
n Support for developing spiritual practices to support
your journey
n Contacting a local faith community on your behalf
n Addressing doubts, fears, and spiritual concerns
n Provide family support
The Spiritual Care Department is an integral part
of the health care team and includes a variety of
personnel who are qualified to perform their ministry.
The Spiritual Care staff assists and nurtures the whole
person through openness to individual needs and
honors the chosen spiritual path of each person.
The Spiritual Care Department collaborates with all
local faith communities. For more information contact
Susan Rush, Spiritual Care Coordinator at 913-5240.
Volunteers
Volunteers give thousands of hours each year to
our hospital to enhance the care of our patients and
their families. They provide support throughout the
hospital, including staffing the information desk,
delivering mail and flowers, operating the gift shop,
and escorting patients.
: www.stvin.org (505) 913-3361
WOODY ALLEN 1935 -
It is impossible to travel faster than the speed of light,
and certainly not desirable, as one’s hat keeps blowing off.
Sudoku
Fill in the blank squares so that each row, each column and each
3-by-3 block contain all of the digits 1 thru 9.
5
4
9 8 3
6
4
9 1
9
3 2
7 6
4 5
9
6 7 2
9 1
8 5
2
6
3 9 5
7
9
8
3
8
2
4
©2008 KrazyDad
Answer key
6
1 6 4 8 3
8
3 2 7 6
4 2 9
1 5
5 4 7 6 8
7 1 3 9 2
3 9 1 5 4
2 7 6 4 9
9
5 8 2 7
5 3 1
8
Answer: Win with Ease
2 9 7 5
5 4 1 9
8 3 6 7
9 1 3
2
4
5 8 6
6
7
2 8
3 8 5 1
1 6 4 3
2 9 4
WINEEEEE
7
Mind Teaser
www.stvin.org (505) 913-3361 :
31
Immanuel Kant 1724-1804
Science is organized knowledge.
Wisdom is organized life.
Bring your medication list
to every doctor visit!
My Medications
Keep track of all medications you are prescribed while in the hospital.
When you get home add all other medications—including over-the-counter,
vitamins and herbs—to this list. Update your list as needed.
Medication:______________________________________________________________
(include brand and generic names)
Dose: Take _______ times per day at (circle all that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m.
8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m.
Reason for taking:__________________________________________________________
Prescribed by:_ _____________________________ Date started:_____________________
Pharmacy name and number:_ ___________________________ /_____________________
Medication:______________________________________________________________
(include brand and generic names)
Dose: Take _______ times per day at (circle all that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m.
8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m.
Reason for taking:__________________________________________________________
Prescribed by:_ _____________________________ Date started:_____________________
Pharmacy name and number:_ ___________________________ /_____________________
Medication:______________________________________________________________
(include brand and generic names)
Dose: Take _______ times per day at (circle all that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m.
8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m.
Reason for taking:__________________________________________________________
Prescribed by:_ _____________________________ Date started:_____________________
Pharmacy name and number:_ ___________________________ /_____________________
Medication:______________________________________________________________
(include brand and generic names)
Dose: Take _______ times per day at (circle all that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m.
8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m.
Reason for taking:__________________________________________________________
Prescribed by:_ _____________________________ Date started:_____________________
Pharmacy name and number:_ ___________________________ /_____________________
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