Patient Information - St. Mary Mercy Livonia Hospital

Transcription

Patient
Information
Includes: nPatient Safety
Pain Management
n
Your Rights and
Responsibilities
n
www.sjmercyhealth.org
sjmercyhealth.org
Remarkable Medicine.
Remarkable Care.
W elcome to...
Saint Joseph Mercy Health System offers the latest medical
knowledge and compassionate care. We’ve earned a reputation
as a top health care system – and not just from the hundreds
of thousands of patients we’ve served. Leading national and
regional magazines named our facilities as a Top Hospital for
childbirth, heart attacks, back pain and knee replacement.
And our physicians rank as Top Doctors in specialties that
include cardiovascular, orthopedics, oncology, neurosciences,
gastroenterology and urology.
Our renowned doctors, nurses and other health care professionals
are committed to providing compassionate care, along with the
latest clinical technology and treatments. Should you have any
questions during your stay with us, please speak with your doctor,
nurse or any of our employees.
Sincerely,
Robert Casalou
President and CEO
St. Joseph Mercy Hopitals –
Ann Arbor, Livingston and Saline
This Patient Information Booklet is your guide to the services available during your hospital
stay. Should you or your family members have any questions, please speak with your caregiver
or call the appropriate department listed on page 2. It also includes information on Your Rights
and Responsibilities, Patient Safety and Pain Management.
PATIENT INFORMATION
Contents
Advance Medical Directives . . . . . . . . . . . . . . . . 3
Authorization Forms . . . . . . . . . . . . . . . . . . . . . 8
Cafeteria Service . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapel, Spiritual Care and Pastoral Counseling . . . . . . . . . . . . . . . . . . 13
Classes and Programs . . . . . . . . . . . . . . . . . . . . 39
Communication Assistance . . . . . . . . . . . . . . . . 7
Coupons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Discharge From the Hospital . . . . . . . . . . . . . . 10
Donations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Environmental Services
(Housekeeping) . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Gifts and Greeting Card Sending . . . . . . . . . . . . 7
Gift Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Health Information Library . . . . . . . . . . . . . . . . 16
Health Information Services
(Medical Records) . . . . . . . . . . . . . . . . . . . . . . . . 16
Hospital Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Insurance Authorization and Benefits . . . . . . . . 8
McAuley Inn at St. Joseph Mercy Ann Arbor . . . . 17
Medical Records (see Health
Information Services) . . . . . . . . . . . . . . . . . . . . . . 18
Money or ATM Machines . . . . . . . . . . . . . . . . . 18
Newspapers . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Pain Management . . . . . . . . . . . . . . . . . . . . . . 29
Parking and Public Transportation . . . . . . . . . . 10
Patient and Family Education . . . . . . . . . . . . . . 15
Patient Financial Counseling . . . . . . . . . . . . . . . . 8
Patient Meals . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Patient Relations . . . . . . . . . . . . . . . . . . . . . . . . . 6
Patient Safety . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Pharmacy - St. Joseph Mercy Pharmacies
Outpatient (Four Locations) . . . . . . . . . . . . . . . . 19
Photography . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Safety Drills . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Shuttle Service . . . . . . . . . . . . . . . . . . . . . . . . . 20
Smoke Free Environment . . . . . . . . . . . . . . . . . 20
Social Work, Case Management and Home Care Services . . . . . . . . . . . . . . . . . 20
Telephone Numbers . . . . . . . . . . . . . . . . . . . . . . 2
Telephone Service . . . . . . . . . . . . . . . . . . . . . . 21
Television Service . . . . . . . . . . . . . . . . . . . . . . . 23
U.S. Mail Delivery . . . . . . . . . . . . . . . . . . . . . . . 17
Visitors (Family, Friends, Pets) . . . . . . . . . . . . . . . 9
Volunteer Services . . . . . . . . . . . . . . . . . . . . . . 23
While You Are With Us . . . . . . . . . . . . . . . . . .
n
Identification Band . . . . . . . . . . . . . . . . . . . . .
n
Identifying Staff . . . . . . . . . . . . . . . . . . . . . . .
n
Electrical Appliances . . . . . . . . . . . . . . . . . . .
n
Electronic Devices . . . . . . . . . . . . . . . . . . . . .
n
Bedside Technology . . . . . . . . . . . . . . . . . . . .
n
Valuables . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
4
4
5
5
5
5
Your Hospital Room . . . . . . . . . . . . . . . . . . . . . 9
Your Rights and Responsibilities
as a Patient
Your Rights as a Patient . . . . . . . . . . . . . . . . 32
n
Complaints . . . . . . . . . . . . . . . . . . . . . . . . . 36
n
Your Responsibilities as a Patient . . . . . . . . 37
n
Patient Information
Page 1
Telephone Numbers
From inside the hospital, dial the last five digits only. From outside the hospital,
you must dial the full number.
Department
General Information/
Hospital Operator
Development (Donations)
Environmental Services (Housekeeping) Evenings
Ethics Committee
Food and Nutrition (Dietary)
Gift Shop
Health Information Library
Health Information Services (Medical Records)
Hospital Administration
Lost and Found (Security)
McAuley Inn Patient Financial Services (Customer Service, Billing Inquiries, Making Payments)
Patient Information
Patient Relations (Concerns and Questions)
Pharmacy - Inpatient
Pharmacy - Outpatient
Physician Referral
Surgical Preparation Center
Safety and Security
Evenings
Social Work and Case Management
Spiritual/Pastoral Care
TDD (Telecommunications Device for the Deaf)
Telephone and Television Service
Volunteer Services
Patient Information
Page 2
St. Joseph Mercy Ann Arbor 734-712-3456 St. Joseph Mercy
Livingston
517-545-6000
734-712-4040 734-712-3355
734-712-5665
734-712-5874
734-712-4000
734-712-3445 734-712-5177 734-712-3526
734-712-8662
517-545-6030
Dial “0”
734-712-5874
517-545-6346
517-545-6379
--
517-545-6271
734-712-5412
734-429-1542
Dial “0”
734-429-1609
734-429-1616
734-429-1669
--
734-429-1567
734-712-3791 734-712-3344 734-712-2600
734-712-3700 or
800-676-0437
517-545-6563
517-545-6306
--
734-712-3700 or
800-676-0437
734-429-1609
734-429-1542
--
734-712-3700 or
800-676-0437
517-545-6000
517-545-6000 or
734-712-2700
517-545-6287
517-545-6666
734-429-1500
734-429-1609 or
734-712-2700
734-429-1650
734-429-1666
800-231-2211 -- 517-545-6306
517-545-6281 or 517-545-6370
517-545-6368
517-545-6110
800-231-2211
--
734-429-1542
Dial “0”
734-429-1527
734-712-3800
734-429-1552 --
517-545-6296
-734-429-1581
734-712-3773 734-712-2700 734-712-5709 734-712-2222 (Reichert)
734-712-3333 (Towers)
800-231-2211
734-712-3622
734-712-3344 734-712-2671
734-712-3800 734-712-5333
734-712-2060
734-712-4159
St. Joseph Mercy Saline
734-429-1500
PATIENT INFORMATION
Advance Medical Directives
There is a possibility that at some time
during a stay in the hospital you may not
be able to direct your medical care.
To ensure that our doctors and nurses
understand your wishes at all times, you
may want to prepare an advance medical
directive. An advance medical directive
(written instructions on how you wish
your care to be provided when you are
determined unable to make decisions)
may be either a living will or a durable
power of attorney for health care.
A living will allows you to specify
treatments to be provided or withheld if
you become terminally ill and/or incapable
of making treatment decisions for yourself. Living wills are not specifically addressed
by Michigan law; however, they will be
accepted as an expression of your wishes
and will be followed, provided there is a
general agreement among family members
and caregivers that it represents your
wishes and is in accord with generally
accepted medical practice.
It is our policy to recognize your right
to make decisions concerning your medical
care. This includes the right to accept or
refuse medical or surgical treatment and the
right to create advance medical directives. These directives could include the
withholding and withdrawing of all forms
of medical treatment, such as respirators,
medically provided nutrition/hydration and
antibiotics. Measures needed to ease pain
and provide comfort will always be provided,
even if a decision has been made to withhold
or withdraw other forms of medical
treatment. Advance medical directives also
give options for doing everything possible
and withholding nothing. A durable power of attorney for health
care designates another person or persons
to make treatment decisions for you if you
are ever unable to make decisions about
your health care. If you have completed
an advance medical directive, please inform
a member of your health care team so a
copy can be placed in your health information
record (medical record). If you would like
more information on this topic, please
speak with your doctor, contact a social
worker or call 734-712-3456 and ask for
an Ethics Representative to be paged.
Patient Information
Page 3
While You Are With Us
We want your hospital stay to be as
comfortable as possible.
Our nursing staff includes registered nurses,
patient care technicians and patient care
assistants. Together, they will work with
you, your family, your doctor and other
caregivers to plan and deliver your care
while you are at the hospital. The following
principles guide us in planning your care:
Patients’ needs and preferences are very
important to us and are at the center of
all decisions.
n
Hospital staff members are empowered to
meet the most important needs identified
by the patient and his or her family.
n
The patient and his or her family members
are treated with respect, dignity and
acceptance.
n
Healing occurs by caring for the whole
person – body, mind and spirit.
n
We support each other to meet the
needs of the patient and his or her family.
n
Identification Band
A plastic identification band is placed around
your wrist for your protection. Please check
the printed information on the band to
ensure that it is accurate. Please wear this
band at all times. If you have questions, check
with a staff member on your nursing unit.
Patient Information Page 4
Identifying Staff
Saint Joseph Mercy Health System has a
standardized dress code to aid patients and
families in easily identifying caregivers and
the unique role they play in patient care.
Along with following the dress code staff
should always introduce themselves and
state their role in patient care. Provided
below is a key of caregiver roles and the
color of uniform they wear.
Navy
Blue
Registered Nurse
Royal
Blue
Licensed Practical Nurse,
Radiology and Lab Technicians
Hunter
Green Patient Care Assistant II and Patient Care Technicians
Gray
Respiratory Therapists
PATIENT INFORMATION
Electrical Appliances
You may bring personal electrical appliances
for grooming (blow dryers, electric shavers,
curling irons) to the hospital. No other
electrical items are allowed because of
their potential for electrical shock or fire
and limited storage space.
Electronic Devices
The use of cellular phones is permitted in
the hospital. Personal electronic devices
such as portable computers or pagers are
allowed in the hospital, but should be safely
secured during your stay.
Bedside Technology
A few of the devices you may see during
bedside care include Personal Communication
Devices (PCD), Computer on Wheels (COWs) and
ceiling lifts. A PCD looks and functions similar
to a cell phone, but it’s a communication tool
that runs off an internal system and is used
by staff to quickly retrieve patient care
information. Staff can make and receive
internal calls to each other and receive
text messages, such as lab results, reports
and stat messages. COWs are often used
at the bedside to allow clinicians to access
the patient’s electronic medical record. A motorized ceiling lift is used to safely
and comfortably transition patients from
the bed to a wheelchair or stretcher, and
to reposition patients in bed for comfort. Valuables
You should not bring or keep valuables at the
hospital. Items such as jewelry, credit cards
and large amounts of money should be sent
home. If this is not possible, please ask your
nurse for help to place them in the hospital
safe. Your valuables will be released only to
you or to someone you designate in writing.
Eyeglasses, dentures and hearing aids should
be stored in appropriate cases and kept in
your nightstand drawer. It is recommended
that you have items such as reading materials,
personal toiletries, an address/phone book,
robe, slippers and a small amount of money
during your stay.
If you lose an item while in the hospital,
please call Security for assistance:
St. Joseph Mercy Ann Arbor
n
734-712-3344
Lost and Found is located in Security, room 1406, near the cafeteria.
St. Joseph Mercy Livingston
n
517-545-6306
n
734-429-1542
Patient Information
Page 5
Patient Relations
You and your family are our valued guests.
Patient Relations is available to assist you
and your family or guests, resolve concerns,
answer questions or forward suggestions
and compliments. The Patient Relations staff
will make every effort to assist you during
your stay.
Many patients like to send a note of thanks
to the staff for the care they received in the
hospital. If you need assistance in forwarding
a note, Patient Relations will be happy to
assist you.
We also welcome any suggestions you may
have. Suggestions on how to make a hospital
stay more comfortable are important to
our quality improvement efforts. If you
have suggestions or if something about
your stay is unsatisfactory, we would like
to hear from you. Feel free to speak with
any staff member, the unit manager or
call Patient Relations at 734-712-2700.
Small problems that come up while you
are in the hospital can often be resolved
during your stay. Please be assured that
your current or future care or access
to care will not be affected because you
presented a concern or complaint.
We will make every effort to address and
resolve your concern in a timely manner.
You may also register your concern or
grievance directly with: Michigan Department of Consumer and Industry Services, Bureau of Health Systems,
Complaint Intake, P.O. Box 30664,
Lansing, MI 48909 or 1-800-882-6006
or
Joint Commissions Office of Quality
Monitoring at 1-800-994-6610 or email
[email protected]
For specific hospital concerns you may
also contact:
n
734-712-2700
Patient Relations
Hours: Monday – Friday, 8:30 a.m. to 5 p.m.
Location: Suite 1201F,
off the main hospital hallway
After hours, for concerns related to a current
inpatient, contact the patient unit and ask to
speak with the charge nurse. You may also
leave a message in our confidential voicemail and your call will be returned the next business day.
n
517-545-6000
Ask the operator for the administrator on call.
n
734-429-1609
Ask the operator for the administrator on call.
Patient Information
Page 6
PATIENT INFORMATION
Communication Assistance
St. Joseph Mercy Ann Arbor, St. Joseph
Mercy Livingston and St. Joseph Mercy
Saline provide communication assistance
for patients with special needs. The unit
providing your care or treatment will assist
with identification of communication needs
and make special arrangements that may
be necessary.
Send a Gift or Greeting Card
Are you unable to visit a loved one?
Show you care by sending flowers, balloons
or baby gift items to patients at St. Joseph
Mercy Ann Arbor, St. Joseph Mercy Livingston
or St. Joseph Mercy Saline. Delivery is free
and ordering is easy.
See our complete selection of gifts, greeting
cards and HMR food replacements online at
sjmercyhealth.org.
Greeting Cards
Send a free greeting card to a friend or
family member at any of our three hospitals. Simply select a card design, write your message
and complete the delivery information. We will arrange for it to be hand delivered
to the patient.
ß
Language translation services are available. ß
Services for hearing-impaired patients
include sign language interpreters and a
Telecommunications Device for the
Deaf (TDD) available for incoming calls
24 hours a day. ß
An amplified pillow speaker is also
available for use in your room during
your hospital stay. Please speak with your caregiver if you need
communication assistance.
Photography Permission
Photography is prohibited without
permission. Written permission may be
required. Please ask about requirements
before taking pictures.
HMR Food Replacement
For your good health, you can also order HMR
food replacement meals, shakes and bars, which
can be delivered directly to your home.
Patient Information
Page 7
Insurance Authorization
and Benefits
Many insurance companies review and
approve the plan for treatment before a
scheduled admission. Before admission,
your doctor and/or the doctor’s office staff
must obtain any authorizations necessary
prior to any scheduled treatment. For
emergency admissions, we will assist in
getting authorization for your care.
Saint Joseph Mercy Health System accepts
and participates with many insurance plans.
Individual policies and benefits may differ
according to specific contracts with our
hospitals. We will contact your insurance
companies to verify your enrollment
status and benefits. We are generally able
to provide you with an estimate of the
portion of the hospital bill that will be your
responsibility at the time of discharge. We
will send claims to the insurance companies
identified. You are responsible for payment
when services are not covered or payable
by your insurance carrier.
Patient Information
Page 8
Authorization Forms
We may ask that you sign forms before
admission, at admission or during your
hospital stay. Examples include consent
forms for admission, consent to release
medical records to another hospital or
insurance company and authorization for
payment of insurance benefits directly to
the hospital.
Patient Financial Counseling
A patient financial counselor is available
to assist you in handling the financial
responsibilities from your hospital stay.
Your balance should be paid at discharge.
Occasionally special payment arrangements
are made at the time of discharge. You may pay the portion of your bill that you
are responsible for by cash, personal check
or credit card (Visa, MasterCard, Discover
and American Express).
If you do not have insurance or have limited
benefits, a patient financial counselor will
contact you. Counselors can help determine
eligibility and help you apply for other
programs (such as Medicaid or McAuley
Support) that may help pay your hospital
and doctor bills.
PATIENT INFORMATION
Your Hospital Room
Your hospital room will be assigned to you
during the admission process. If you are
assigned a semi-private room and request
to change to a private room and your
insurance does not cover private rooms
you will be billed the difference. This
amount is due upon discharge.
Family and Friends Visiting
Having your family and friends with you is
very important in your recovery while in
the hospital. We view family and friends as
our partners in your care and we support
their presence and participation in your
caretaking, as well as decision-making, but
only to the extent that you would like.
Pets Visiting
If a pet is special to the patient, we will
allow a brief visit. Contact Security
regarding the pet visitation policy.
n
734-712-3344
n
Saint Joseph Mercy Health System has
unrestricted visiting hours in all areas as a
general rule. If you would like your visitors
to be limited in some way, please speak
with any of the nurses who are caring for
you and they will help with your request. Visitors may be asked to leave a room if
the patient desires. We ask visitors to be
sensitive that hospitalized patients need
sleep and rest periods.
The safety of patients is our first concern. When children visit, we ask that they be
accompanied by an adult at all times.
517-545-6000, press 4 and ask to have
Security paged to your number.
n
734-429-1500
If your pet is approved by Security to visit,
you will be given paperwork regarding the
pet visitation procedure to read and sign. Pet visits will not be permitted without
approved paperwork. You will be provided
a copy of authorization that needs to
accompany the pet to all visits. Patient Information Page 9
Parking and
Discharge
There is no charge for parking at any of the
Saint Joseph Mercy Health System hospitals.
Each hospital has designated patient and
visitor parking areas. Please do not park in
fire lanes or in handicapped parking areas
unless you have a handicap parking permit.
Parking lots are monitored by hospital
security and local law enforcement. Maps of
the area surrounding the hospitals, as well
as maps of the inside of the hospitals are
available at the main lobby information desks.
On the day you are discharged from the
hospital, please be prepared to leave as
soon as your doctor discharges you and
arrangements have been made for someone
to pick you up. Once you are in the lobby
ready to leave, you may ask the person
picking you up to pull up to the entrance.
This area is specifically for patients like you
who are waiting to be picked up. It is not
for parking. Vehicles left unattended in fire
lanes are subject to ticketing. Our staff will
be happy to assist you in loading personal
belongings and medical equipment, and to
help you into your vehicle.
Public Transportation
Each building on the St. Joseph Mercy Ann
Arbor campus has its own adjacent parking
area. To find the building you need, please
refer to a hospital campus map or follow the
signs around the campus. For hospital
patients, follow the “Hospital” and “Visitor
Parking” signs.
For those using the Ann Arbor Transportation
Authority (AATA) buses, the Huron River
route bus (#3) and the South Industrial/
Ellsworth route bus (#6) both stop at the
main entrance to St. Joseph Mercy Ann
Arbor. For additional route information,
call AATA at 734-996-0400.
Patient Information
Page 10
from the Hospital
When you are discharged from the hospital,
please remember to take all of your personal
belongings. If you do forget something, please
call the following departments for assistance:
n
Security – 734-712-3344
n
Security – 517-545-6306
n
Switchboard – 734-429-1542
PATIENT INFORMATION
Hospital Bill
If a balance is due, your hospital bill will
be mailed to you after your discharge. You may also receive separate bills from
your doctor, radiologist, anesthesiologist or
other doctors who may have been involved
in your care. If you have any questions about
your bill, please call 734-712-3700 or tollfree 800-676-0437. The TDD number for
hearing-impaired assistance is 734-827-9336.
To make a payment before leaving the
hospital, please call the number listed in
this booklet on page 2. We can provide
you with an estimate of your bill before
you leave the hospital. A financial counselor
will take the payment over the phone or
make arrangements to meet with you.
Cash, personal check or credit card may
be used to pay your portion of the hospital
bill. We accept Visa, MasterCard, Discover
and American Express.
We will bill your insurance company for
hospital services. You are responsible for
co-payments and deductible amounts and
for charges for services not covered by your
health insurance. If your insurance company
has not responded to our claim within 90
days, you will be responsible for paying the
bill in full and obtaining reimbursement from
your carrier when possible.
Payment in full is expected within 90 days of
the time of services. If you are unable to pay
for the services you require, patient financial
counselors are available to provide assistance.
Cafeteria Service
Cafeteria services are available at St. Joseph
Mercy Ann Arbor, St. Joseph Mercy Livingston
and St. Joseph Mercy Saline. Type of service
and hours of operation vary by hospital. Please speak with your caregiver for
information. Vending machines are available
24 hours a day in the cafeteria dining areas
or in the hospital lobby.
Patient Meals
n
On most of the patient care units,
meals are served at the following times:
Breakfast: 7:15 to 8:30 a.m.
Lunch:
Noon to 1:30 p.m.
Dinner:
5 to 6:30 p.m.
and St. Joseph Mercy Saline
n
On most of the patient care units, patient
tray service begins at the following times:
Breakfast: 7 to 7:30 a.m.
Lunch:
Noon to 12:30 p.m.
Dinner:
4:45 to 5:15 p.m.
If you miss a meal because of a test or
treatment, we will be happy to get a
replacement meal for you. Simply inform
your caregiver that you would like a meal.
Your diet is an important part of your
medical care. If you have questions about
the menu or your meals, please speak with
your caregiver.
Patient Information
Page 12
PATIENT INFORMATION
Chapel, Spiritual Care and Pastoral Counseling
Each hospital has a chapel open 24 hours
a day for patients and visitors. Our chapels
provide spiritual support to patients and
family members and serve as a place for
prayer and quiet reflection. Hospital chaplains
are knowledgeable in various religious
denominations. They are available to provide
spiritual support to you and your family
members and friends. Your church pastor
or other clergy is welcome to visit you in
the hospital.
n
The chapel is located on the first
floor of the hospital near the Gift Shop. To reach the hospital chaplain, call
517-545-6368.
n
floor of the hospital, across from the Outpatient Recovery Room. To reach
the hospital chaplain, call 734-712-3800.
n
floor of the hospital near the Gift Shop. A schedule of daily services is posted
on the bulletin board outside the chapel.
Catholic Mass is held each weekday at
11:30 a.m., Saturdays at 4:15 p.m. and
Sundays at 8 a.m. These services are
televised on Channel 37 and can be viewed
at no charge. Chaplains representing
various religious denominations are
available at the hospital or are on call
for patients and family members. For
more information, call 734-712-3800.
Patient Information
Page 13
Donations
Sometimes people wish to make a gift to
the hospital as a way to say “thank you.”
This may be for the recovery of a loved
one, to acknowledge the care provided by
a staff member or doctor or to honor
friends or memorialize loved ones.
If you would like to make a gift, please
contact the Development Department
at the desired hospital:
Development Department
P.O. Box 995
Ann Arbor, MI 48106
734-712-4040
n
n
P.O. Box 995
Ann Arbor, MI 48106
734-712-8662
St. Joseph Saline
n
400 Russell Street
Saline, MI 48176
734-429-1582
Environmental Services
(Housekeeping)
Environmental Services is dedicated to
ensuring a clean and sanitary environment,
which is essential to your well being and
comfort. If you have any concerns or
questions regarding Environmental Services,
please call:
734-712-3355 weekdays, 8:30 a.m. - 5 p.m.
734-712-5665 evenings and weekends
n
517-545-6030 weekdays, 8 a.m. - 4:30 p.m.
Dial “0” evenings and weekends and
ask to speak to the supervisor.
n
734-429-1542 weekdays, 8 a.m. - 4:30 p.m.
Dial “0” evenings and weekends and
ask to speak to the supervisor.
n
PATIENT INFORMATION
Gift Shop
Gifts, flowers, snack foods, candy, cards,
jewelry, sundries, magazines and books are
available for purchase. Proceeds from the
gift shop are donated to the hospital to
support patient care services. The Gift Shops are open seven days a week.
Weekday hours are usually mid-morning to
early evening. Weekend hours vary. Please
check with staff or call the Gift Shop for
more information.
n
734-712-3445
n
517-545-6379
n
734-429-1669
Patient and Family Education
The goal of Patient and Family Education
is to improve patient health by promoting
healthy behavior and involving you in your
care and in decisions involving your care.
This approach supports your optimal
recovery and a faster return to function.
Staff from a variety of services and
departments work with you to identify
your learning needs, set priorities and
create an educational plan. Patient education
may include information about:
the safe and effective use of medications
n
proper hand washing practices
n
prevention of cold, flu and pneumonia
n
contact precautions
n
pain management as a part of treatment
nthe safe and effective use of medical equipment
ndiet and nutrition, and potential drug-food interactions
nhow and when to obtain any further treatment you may need
ncommunity resources, wellness and disease prevention
n
Learn more about the services and programs
available through Saint Joseph Mercy Health
System at sjmercyhealth.org – Your online
health information resource.
Health Information Library
A Health Information Library is available
at St. Joseph Mercy Ann Arbor and provides
information on health, wellness and
disease to patients, family members and
the community. The Health Information
Library has educational pamphlets, videocassettes, journals and a circulating book
collection. It is located in the atrium of the
Reichert Health Center on the campus of
St. Joseph Mercy Ann Arbor. It is open
Monday through Thursday from 9 a.m.
to 4 p.m. You may call the library to
request information at 734-712-5177.
Health Information Services
(Medical Records)
Patients may access their health information
records (medical records). If you have
any questions about your records, please
call Health Information Services, Monday
through Friday between 7 a.m. and 3:30 p.m.
n
734-712-3526
n
517-545-6271
n
734-429-1567
Patient Information
Page 16
Certain health care services are subject
to review by authorized external review
organizations or by your insurance company. For Medicare patients, the Michigan Peer
Review Organization has been designated
as the professional review organization
responsible for this activity at St. Joseph
Mercy Ann Arbor, St. Joseph Mercy
Livingston and St. Joseph Mercy Saline.
For review purposes, certain minimal
information about your hospital stay will
be collected and analyzed. By law, this
information remains confidential. If you
would like to know more about these
review policies, a complete description of
Michigan Peer Review Organization activity
is posted in the hospital Admitting Office.
You may also contact:
Michigan Peer Review Organization Community Outreach
40500 Ann Arbor Road
Plymouth, MI 48170-4495
800-365-5899
PATIENT INFORMATION
+
U.S. Mail Delivery
Mail is delivered to patients each afternoon.
Outgoing mail may be dropped in the hospital
mailbox at the nursing station. There is no
mail service on Saturdays, Sundays or holidays.
n
Mail sent to you during your hospital stay
should be addressed to:
McAuley Inn at
McAuley Inn offers affordable, convenient
overnight accommodations for families and
patients. Rooms may be reserved for one
night or as long as several months. The
Inn is located on the third floor of the
Administration Services Building and is
directly connected to the hospital. For
information or reservations, please call
734-712-2600.
Your Name
Your Room Number
P.O. Box 995, Ann Arbor, MI 48106-0995
n
Your Name
Your Room Number
620 Byron Road, Howell, MI 48843
n
Your Name
Your Room Number
400 Russell Street, Saline, MI 48176
Patient Information
Page 17
Medical Records
(see Health Information Services)
Money or ATM Machines
Automatic teller machines (ATM) are
n
located near the cafeteria, and near the Reichert Health Center lobby.
n
An automatic teller machine (ATM)
is located in the cafeteria.
n
An automatic teller machine (ATM)
is located near the Emergency
Department entrance.
Newspapers
n
Several newspapers are available for purchase at one of four locations –
near the pharmacy at the hospital main entrance, near the hospital cafeteria, in the Reichert Health Center lobby and
in the lobby of the Administration Services building. Newspapers available for purchase include the Detroit News, Detroit Free Press, Ann Arbor News, New York Times
and USA Today.
St. Joseph Mercy Livingston Newspapers are available for purchase outside the outpatient entrance to the hospital. The Livingston County Daily Press & Argus, Ann Arbor News and Detroit News are available.
n
n
Patient Information
Page 18
The Saline Reporter will be delivered to your room at no charge each Thursday. The Ann Arbor News, Detroit News and USA Today are available outside the hospital, between the hospital main and Emergency Department entrances.
PATIENT INFORMATION
St.
Joseph Mercy Ann Arbor
St. Joseph Mercy Pharmacy – Reichert
In the lobby of the Reichert Health Center 734-712-2222
Monday to Friday, 8:30 a.m. to 5:30 p.m.
n
St. Joseph Mercy Pharmacy – Towers
Just past the main hospital entrance lobby near the gift shop
734-712-3333
n
St. Joseph Mercy
Pharmacy (outpatient)
St. Joseph Mercy Pharmacy offers a full range
of services to meet your medication needs.
Our pharmacies are conveniently located
so you may easily have your discharge
prescriptions filled before leaving the hospital.
St. Joseph Mercy Pharmacy offers competitive
prices, hard to find medications and prompt,
friendly service. Monday to Friday, 8 a.m. to 8 p.m.
Saturday, Sunday and Holidays,
10 a.m. to 6 p.m.
St.
Joseph Mercy Livingston
St. Joseph Mercy Pharmacy – Howell
Near the hospital lobby
517-545-6666
n
Monday to Friday, 9:30 a.m. to 5:30 p.m.
Saturday, 9:30 a.m. to 1:30 p.m.
St. Joseph Mercy Pharmacy – Saline
Near the hospital lobby
734-429-1666
n
Monday to Friday, 8 a.m. to 6 p.m.
Saturday, 8 a.m. to 2 p.m.
Sunday and Holidays, 8 a.m. to noon
Safety Drills
Smoke Free Environment
During your stay, the hospital staff may
participate in routine safety drills. These
drills are required by law and help ensure
appropriate staff response in the event of
an actual emergency. The drills are related
to internal and external emergencies (fire,
tornado, mass casualty incident) and involve
the use of alarm bells, strobe lights, public
address announcements and possibly
moving patients a short distance.
As a provider of health care, we want to
ensure a safe and healthy environment for
our patients, visitors and staff. Therefore,
there is no smoking in any building or on
the grounds at any Saint Joseph Mercy
Health System campus location.
Shuttle Service
Free shuttle service is available from 6:30 a.m.
to 9 p.m. The shuttle transports visitors to
and from the parking lots from any facility
entrance and between buildings. To use the
shuttle, check with the canopy attendant
at the hospital main entrance or at the
information desk. If you need a ride from
the parking lot to the entrance, signal the
shuttle driver to stop. The shuttle has a
handicap lift.
Free shuttle service is available from 9 a.m.
to 5 p.m., Monday through Friday, to transport
visitors to and from the parking lots to any
hospital entrance or the Saline Professional
Building. For service, you may call 734-429-1542
or simply stop the driver.
Patient Information
Page 20
Social Work, Case Management
and Home Care Services
A social worker is available to help you
and your family adjust to your illness and provide counsel on individual and family
issues. They can also link you with
community resources and community
facilities for ongoing treatment and care,
and government resources and facilities. Your doctor or nurse may request
assistance from a social worker to plan
for your ongoing treatment and care,
particularly if you will transfer to a nursing
home or need a referral to a support
group or to mental health services.
If you are returning home after your
hospital visit, a social worker, home care
coordinator or case manager can assist you
in arranging visiting nurses, home therapies
and equipment to ensure that you and your
family are prepared when you leave the
hospital. If you would like to meet with a
social worker or case manager, please ask
your doctor or nurse.
PATIENT INFORMATION
Z
Telephone Service
Local calls
Local calls
There is no charge for local calls. To make
local calls, dial 99 and then the number you
are calling. There is no limit on the number of
local calls you can make.
are calling. There is no limit on the number
of local calls you can make.
Long distance calls
Long distance calls
Long distance calls can be made but must
be charged to your credit card, a telephone
calling card or placed as a collect call. In
addition to the cost of the call, the phone
company will charge you a high fee for
placing a long distance call and charging it
to another number (such as your home
phone number). This is standard practice
of the phone company and not the hospital.
The least expensive way to make a long
distance call from your room is by using a
pre-paid calling card. These are available in
most stores or contact Patient Relations at
734-712-2700. To make a long distance call
from your room, dial 811 and the number
you are calling.
Calling within the hospital
To call a department or another room
within the hospital, simply dial the last five
digits of the phone number.
placing a long distance call and charging
it to another number (such as your home
phone number). This is standard practice
of the phone company and not the hospital. The least expensive way to make a long
distance call from your room is by using
a pre-paid calling card. These are available
in most stores and are also available in the
hospital’s Gift Shop. To make a long distance
call from your room, dial 811 and the
number you are calling.
within the hospital, simply dial the last
five digits of the phone number.
(continued on page 22)
Patient Information
Page 21
Z
Telephone Service
Local calls
are calling. There is no limit on the number
of local calls you can make.
Long distance calls
placing a long distance call and charging it
to another number (such as your home
phone number). This is standard practice of
the phone company and not the hospital.
The least expensive way to make a long
distance call from your room is by using a
pre-paid calling card. These are available in
most stores. To make a long distance call
from your room, dial 811 and the number
you are calling.
within the hospital, simply dial the last five
digits of the phone number.
Patient Information
Page 22
General information
telephone numbers
The hospital’s general information telephone
number is 734-712-3456. Friends can obtain
your direct room telephone number by
calling 734-712-3773. Please encourage
family and friends to dial you directly.
St.
Joseph Mercy Livingston
number is 517-545-6000. Family and friends
may obtain your direct room telephone
number by calling 517-545-6000. Please
encourage family and friends to call your
room directly.
St.
Joseph Mercy Saline
number is 734-429-1500. Family and friends
must call the hospital’s general telephone
number, and a switchboard operator will
transfer the call to your room. Your room
telephone cannot be accessed directly by
outside callers.
PATIENT INFORMATION
Television Service
Volunteer Services
Televisions are available for a minimal daily
charge. Channel offerings include a full
range of commercial and public channels
and closed circuit stations for chapel services
and patient education. FM radio stations are
also available. Your insurance does not cover
these services. You are responsible for the
television charge. There is no charge for
viewing televised chapel worship services on
Channel 37 and patient education channels. You may request television services by
calling 734-712-2060, 24-hours a day.
Volunteers are wonderful, caring people
who give their time to help our patients,
visitors and staff. A hospital volunteer
might escort you by wheelchair, bring you
a magazine from the library cart or pick up
an item for you from the Gift Shop. Many
volunteers are also assigned to nursing units
to lend a helping hand.
and St. Joseph Mercy Saline
Televisions are provided at no charge in
each patient room.
At St. Joseph Mercy Saline, earphones for
television use are available at the information
desk in the lobby and the nursing station.
CARE Channel
There are many techniques available to
help you relax while in the hospital.
ß
Select Channel 37 for relaxation and
spiritual comfort
Patient Information
Page 23
Patient Safety
Help Prevent Errors in Your Care
Everyone has a role in making health care
safe – physicians, health care executives,
nurses, technicians and patients. Health
care organizations across the country
are working to make health care safety
a priority. You, as the patient, can also
play a vital role in making your care safe by
becoming an active, involved and informed
member of your health care team.
An Institute of Medicine (IOM) report has
identified the occurrence of medical errors
as a serious problem in the health care
system. The IOM recommends, among
other things, that a concerted effort be
made to improve the public’s awareness
of the problem.
The “Speak Up” program, sponsored by
the Joint Commission, urges patients to
get involved in their care. Such efforts
to increase consumer awareness and
involvement are supported by the Centers
for Medicare and Medicaid Services. This
initiative provides simple advice on how
you, as the patient, can make your care a positive experience. Research shows
that patients who take part in decisions
about their health care are more likely
to have better outcomes.
Speak up if you have questions
or concerns, and if you don’t
understand, ask again. It’s your
body and you have a right to know.
Your health is too important to worry
about being embarrassed if you don’t
understand some thing that your doctor,
nurse or other health care professional
tells you.
n
Don’t be afraid to ask about safety.
If you’re having surgery, for example,
ask the doctor to mark the area that
is to be operated upon, so that there’s
no confusion in the operating room.
n
Patient Safety
Page 24
PATIENT SAFETY
Don’t be afraid to tell the nurse or the
doctor if you think you are about to
receive the wrong medication.
n
Don’t hesitate to tell the health care
professional if you think he or she has
confused you with another patient.
n
Pay attention to the care you are
receiving. Make sure you’re getting
the right treatments and medications
by the right health care professionals.
Don’t assume anything.
nTell your nurse or doctor if something doesn’t seem quite right.
Expect health care workers to introduce themselves when they enter your room and look for their identification badges.
A new mother, for example, should know the person to whom she is handing her baby. If you are unsure, ask.
n
Notice whether your caregivers have washed their hands. Hand washing is
the most important way to prevent the spread of infections. Don’t be afraid to gently remind a doctor or nurse to do this.
n
Make sure your nurse or doctor
confirms your identity, that is, checks
your wristband or asks your name, before he or she administers any medication or treatment.
n
Educate yourself about your diagnosis,
the medical tests you are undergoing,
your treatment plan and exactly what
is covered by your health plan.
Ask your doctor about the specialized training and experience that qualifies
him or her to treat your illness (and
be sure to ask the same questions of those physicians to whom he or she refers you).
n
Gather information about your condition. Good sources include your doctor,
your library, respected web sites and support groups.
n
Write down important facts your
doctor tells you, so that you can look
for additional information later. And ask
your doctor if he or she has any written information you can keep.
n
– continued on page 26
Know what time of day you normally receive a medication. If it doesn’t happen, bring this to the attention of your nurse or doctor.
n
Patient Safety
Page 25
Ask whether your health plan dictates standardized procedures for certain diseases or medical conditions.
n
Be sure you know what procedures are covered or excluded under your health plan and whether your plan will cover your expenses if you schedule a visit with a doctor or hospital outside the network.
n
Thoroughly read all medical forms and make sure you understand them before you sign anything. If you don’t understand, ask your doctor or nurse to explain them.
n
Ask a trusted family member or
friend to be your advocate.
Your advocate can ask questions that
you may not think of while you are
under stress.
n
Be sure that you and your advocate
know what your rights and responsibilities
are under your health plan.
n
Ask this person to stay with you, even
overnight, when you are hospitalized.
You will be able to rest more comfortably
and your advocate can help to make
sure you get the right medications and
treatments.
n
Your advocate can also help remember
answers to questions you have asked,
and speak up for you if you cannot.
n
Make sure this person understands your
preferences for care and your wishes
(Advance Directives) concerning
resuscitation and life support.
n
Review consents for treatment with your
advocate before you sign them and make
sure you both understand exactly what you are agreeing to.
n
Make sure your advocate understands
the type of care you will need when you
get home. Your advocate should know
what to look for if your condition is
getting worse and whom to call for help.
n
Patient Safety
Page 26
PATIENT SAFETY
Know what medications you take and why
you take them. Medication errors are
the most common health care mistakes.
Ask about the purpose of the medication
and ask for written information about it,
including its brand and generic names. Also inquire about the side effects of
the medication.
n
If you do not recognize a medication,
verify that it is for you. Ask about oral
medications before swallowing, and read
the contents of bags of intravenous (IV)
fluids. If you’re not well enough to do this,
ask your advocate to do this.
n
If you are given an IV, ask the nurse how
long it should take for the liquid to “run
out.” Tell the nurse if it doesn’t seem to
be dripping properly (that it is too fast or
too slow).
n
Whenever you are going to receive a
new medication, tell your doctors
and nurses about allergies you have,
or negative reactions you have had to
medications in the past.
n
If you are taking multiple medications,
ask your doctor or pharmacist if it is safe
to take those medications together. This
holds true for vitamins, herbal supplements
and over-the-counter drugs, too.
n
Make sure you can read the handwriting on any prescriptions written by
your doctor. If you can’t read it, the pharmacist may not be able to either.
n
Use a health plan, hospital, clinic,
surgery center or other type of health
care organization that has undergone
a rigorous on-site evaluation against
established, state-of-the-art quality and
safety standards, such as that provided
by the Joint Commission.
Ask about the health plan’s experience
with participants who have your type
of illness. The type of health plan you
choose may depend upon your medical
history and present medical condition.
n
If you have more than one hospital or
other facility to choose from, ask your
doctor which one offers the best care for your condition.
n
Before you leave the hospital or other
facility, ask about follow-up care and
make sure that you understand all
of the instructions.
n
Go to Quality Check at jointcommission.org
to find out whether your health plan and
the sites where you will receive care are
accredited.
n
Patient Safety Page 27
Participate in all decisions about
your treatment. You are the center
of the health care team.
You and your doctor should agree on
exactly what will be done during each
step of your care.
n
Know who will be taking care of you,
how long the treatment will last and
how you should feel.
n
Understand that more tests or
medications may not always be better. Ask your doctor what a new test or
medication is likely to achieve.
n
Understand your health plan’s appeal
and grievance process. This information
will be important if a course of treatment
is recommended and coverage is denied
under your health plan.
n
Ask to speak with others who have
undergone the procedure you are
considering. These individuals can help
you prepare for the days and weeks
ahead. They also can tell you what to expect and what worked best for them
as they recovered.
n
Keep copies of your medical records from
previous treatments or tests and share
them with your health care team. This
will give them a more complete picture
of your health history.
n
Don’t be afraid to seek a second opinion.
If you are unsure about the nature of your
illness and the best treatment, consult with
one or two additional specialists.
n
The more information you have about
the options available to you, the more
confident you will be in the decisions made.
n
u If you have any questions about Patient Safety or Patient Care,
please call Patient Relations at 734-712-2700.
Patient Safety
Page 28
PAin
Management
Pain Management
Taking Control of Pain
Reporting Pain or Discomfort
People thought that pain was something
they had to endure. With current treatments, this is no longer true. Pain interferes with
your ability to move around, rest, sleep and
eat. Pain is easier to control when it is mild. Managing your pain is important for your
recovery and well being.
Your health care providers will ask you
to rate your pain using a pain scale. An example of a pain scale is below.
You are a very important part of our healthcare team. We depend on your active
participation in managing your pain and
overall care.
At Saint Joseph Mercy Health System,
health care providers are committed to pain
management. You will be given information
about pain and pain control as part of your
treatment.
PAIN SCALE
0 1 2 3 4 5 6 7 8 9 10
No
Pain
Worst
Possible Pain
Moderate
Pain
Assessing Pain
You will be asked to rate your pain before
and after taking pain medication. Your
ratings tell how well your pain relief plan
is working.
To understand more about your pain,
caregivers may ask:
Do you hurt or are you uncomfortable now?
n
Patient Rights and Responsibilities
As a patient, you can expect:
to be asked about your pain regularly
n
your caregiver to respond quickly
to reports of pain
n
your pain to be managed effectively
n
After medication, how quickly does pain come back?
n
What is your pain rating?
n
Where does it hurt?
n
Describe the pain
(dull, aching, stabbing, shooting, burning, throbbing, tingling, cramping).
n
Pain Management
Page 29
How long have you been hurting?
n
When do you hurt (all the time or
does it come and go)?
n
What makes the pain better or worse (movement, pressure, coughing)?
n
Does the pain affect your sleep, appetite, emotions, activity, relationships and concentration?
n
What are you doing to relieve the
pain now? n
How well is this working?
n
What is your goal for managing your pain?
PCA (Patient Controlled Analgesia) allows
you to push a button and get your pain
medication through your IV. The PCA
pump has a safety feature that allows only
a certain amount of medication to be given.
Epidural pain medication is given
through a tiny tube in your back. Pain
medication can be given continuously, or
controlled as you need it. Usually an epidural
is used after surgery for a few days. When
your epidural is removed, you will be given
oral medication or another type to control
your pain.
n
What Can be Done to Manage Pain
There are different types of pain medications
that your doctor may prescribe. You might
need only one type of medication to control
your pain or a combination. Take pain
medication regularly and before the pain
increases.
Oral pain medications (tablets, capsules,
liquids) are often used to treat pain. They
are convenient and easy to take.
IV or intravenous medication is given
directly into your vein by a nurse or doctor.
IV medication works within minutes and
can control even severe pain. Pain Management Page 32
Pain Management
Patient
Safety PagePage
32 30
Side Effects of Pain Medication
Prescription pain medication, when used
as directed, is rarely addictive. Some of the
side effects are constipation, nausea and
drowsiness. The side effects can be easily
managed. Taking the pain medication with
some food will help prevent nausea. Mild
laxatives can be used to prevent constipation. Pain medication can make you drowsy at
first. This often goes away after the first
few doses. Check with your doctor if your
drowsiness lasts more than a few days.
PAin
Management
Talk with your doctor, nurse or pharmacist
about other side effects. Make a plan
before taking pain medication. Contact
your doctor or nurse immediately if you
are having an increase in pain that is not
relieved by taking your medication.
How You Can Help
As a patient, we encourage you to talk with
your doctors, nurses and caregivers about:
expectations about pain
n
ways to report pain
n
options for pain relief
n
Please remember, pain is easier to
control when it is mild. Waiting too
long to take your medication can make
it much harder to control your pain.
Take your medication when you first
start to feel uncomfortable.
Additional Methods of Pain Control
There are other methods you can use to
make yourself more comfortable when
you are having pain.
plans for pain management
nrequests for pain medication when
pain first begins
n
schedules for taking pain medication
n
next steps if your pain is not relieved
n
Discuss any worries you have about
taking pain medication with your health
care providers. Talk about your beliefs
about pain. This will help develop a
better pain management plan for you.
Change position.
n
Breathe deeply and slowly.
n
Listen to your favorite music. n
Apply heat or ice, whichever
is more helpful.
n
Meditate or use spiritual support. n
For More Information
Health Information Library n
734-712-5177
Pain Institute
n
734-712-5898
American Pain Society n
Try talking with a friend.
847-375-4777
n
Keep active.
n
Do something to take your mind
off the pain.
800-358-9295
n
n
Agency for Healthcare Quality
and Research
Pain Management
Page 31
Your Rights and Responsibilities as a Patient
While you are a patient, you have certain
clearly defined rights and responsibilities.
We want you to be well informed because
we recognize that an informed patient will
be less apprehensive and more relaxed. You
may also respond better and more quickly
to your treatment if you understand the
nature of your illness. We believe an informed
patient, who is involved in making choices
and selecting options for their health care,
is more likely to be satisfied with the
outcome of treatment.
The following is a brief summary of your
rights as a patient and what you should
expect from the hospital, its doctors and
staff. It also includes our rights as to what
we expect from you as a patient. Please
talk with your nurse or doctor if you have
any questions concerning this information,
your care or treatment.
If the patient is under the age of 18, we will
inform the responsible parent, relative or
guardian of all rights and responsibilities.
Page 32
YOUR RIGHTS AND
RESPONSIBILITIES
Your Rights as a Patient
ß
You will not be subjected to any
procedure without your consent. You
are entitled to receive adequate and
appropriate care and to receive, from
the appropriate individuals within the
hospital, clear, concise information about
your medical condition, proposed course
of treatment and prospects of recovery,
in terms that you can understand, unless
medically contraindicated as documented
by the attending doctor in the medical
record. If you are not medically able to
receive or participate in your medical
decisions, the information will be available
to another legally authorized individual.
ß
You have the right to receive care that
takes into consideration the psychosocial,
spiritual and cultural values that influence
the way you view your illness.
ß
You have the right to appropriate
assessment and management of pain.
ß
You have the right to be informed of
and give consent to any research,
educational project or experimental
procedure directly involving you. Refusal
to participate in such projects will not
jeopardize or affect your care in any way.
ß
You have the right to expect reasonable
safety in the performance of procedures and safety in the environment.
ß
You have the right to access protective
services.
ß
You have the right to expect reasonable
continuity of care, including discharge
planning. You will be instructed about how to continue your health care after
you leave the hospital. If this is necessary,
you will be instructed as to when to
see your doctors. If transfer to another
health care facility is necessary, you
will receive an explanation as to why
the transfer is required and any other
choices available to you. You will be
given assistance in making arrangements
for transfer.
ß
You have the right to expect that, within
its capacity, the hospital will respond to
your request for service. The hospital
will provide evaluation, service, and/or
referrals as indicated by the urgency of
the case.
ß
You have the right to consult with a
specialist or change attending doctors
at your own expense.
ß
You have the right to formulate advance
directives and have your care providers
comply with these directives in accordance
with applicable law.
Your Rights and Responsibilities Page 33
ß
You have the right to have a family member
or representative of your choice and
your own doctor notified of your admission
to the hospital.
ß
You have the right to obtain information as
to any relationship of the hospital to other
health care and educational institutions, in so far as your care is concerned. You
also have the right to obtain information
as to the existence of any professional
relationships among individuals who are
responsible for your treatment.
ß
You have the right to privacy, to the extent
feasible, concerning your own medical care
program. Case discussion, consultation, examination and treatment are confidential
and should be conducted discreetly.
ß
You have the right to be treated equally
and cannot be denied appropriate care on
the basis of race, religion, sex, age, color, national origin, handicap, marital status,
sexual orientation or source of payment.
ß
You have the right upon request to
inspect or receive for a reasonable fee, a
copy of your health information record
(medical record). A third party shall not
be given a copy of your medical record
without your prior authorization.
Page 34
ß
You are entitled to confidential treatment
of your personal and medical records
and may refuse their release to a person outside the hospital except as required
because of a transfer to another health
care facility or as required by law or thirdparty payment contract.
ß
You have the right to request brand name
medications instead of generic medications.
ß
You have the right to refuse treatment
to the extent permitted by law, and to be
informed of the medical consequences of
your refusal. When a refusal of treatment
prevents the hospital or its staff from
providing appropriate care, according
to ethical and professional standards,
the relationship with the patient may be
terminated upon reasonable notice.
ß
You have the right to access the Hospital
Ethics Committee regarding ethical issues
as they affect the quality of your care at
the hospital. You have the right to be
involved in ethical questions that arise in
the course of your care. Decisions about
care at the end of life will be handled with
respect and sensitivity. If you are a patient
or family member at St. Joseph Mercy
Ann Arbor and would like to speak with
someone for help, please call 734-712-3456
and ask for an Ethics Representative to
YOUR RIGHTS AND
RESPONSIBILITIES
be paged. At St. Joseph Mercy Livingston
and St. Joseph Mercy Saline, please tell
your caregiver you would like to speak
with someone regarding ethics.
ß
You are entitled to exercise your rights
as a patient and as a citizen. To this end
you may, free from restraint, interference,
coercion, discrimination or reprisal,
present grievances or recommended
changes in policies and services, on behalf
hospital staff, to government officials or to
another person of your choice within or
outside of the hospital. You are entitled
to information about hospital policies
and procedures for initiation, review and
resolution of patient complaints.
ß
You have the right to receive and to
examine an explanation of your bill
regardless of the source of payment. You also have the right to receive, upon
request, information on financial assistance
available through the hospital.
ß
You have the right to know the name
and professional status of those who
are responsible for and are providing
your direct care. All staff members are
required to wear photo ID badges and
you may expect that the people caring
for you will introduce themselves and
explain their roles in your care. You are
entitled to information concerning your
continuing health needs, and to alternatives
for meeting those needs. You have the right
to be involved in your discharge planning,
if appropriate. You and when appropriate,
your family will be informed about the
outcomes of care, including unanticipated
outcomes.
ß
You are entitled to associate and
have private communications and
consultations with your doctor,
attorney or any other person of
your choice. You have the right
to send and receive personal
mail, unopened, on the same
day it is received at the hospital,
unless medically contraindicated
as documented by the attending doctor
in the medical record. The hospital
will encourage and assist, to the fullest
possible extent, the exercise of your civil
and religious liberties, including the right
to make independent personal decisions
and the right to knowledge of available
choices. Unless medically contraindicated
as documented by the attending doctor in
the medical record, you may meet with
and participate in the activities of social,
religious and community groups at your
discretion.
Your Rights and Responsibilities Page 35
ß
You are entitled to be free from physical
and chemical restraints, except those
restraints authorized in writing by the
attending doctor for a specified and
limited time, or as necessitated by an
emergency to protect you from injury
to yourself or others.
ß
You are entitled to be free from all
forms of abuse, neglect, exploitation
and harassment.
ß
You are entitled to be free from
performing services for the hospital
that are not included for therapeutic
purposes in the plan of care.
ß
You have the right to receive accommodation
of special needs such as an interpreter,
seeing eye dog or special equipment.
ß
You have the right to know what hospital
rules and regulations apply to your conduct
as a patient and you are responsible
for following the rules and regulations
affecting patient care and conduct.
Page 36
Complaints
Patient, family members and visitors are
encouraged to share concerns or complaints
about the care or service provided and to
have those issues reviewed and resolved. Saint Joseph Mercy Health System assures
that there will be no retaliation for filing
a complaint.
You may file a complaint by speaking directly
with your caregiver or by contacting Patient
Relations either in writing or by calling
734-712-2700. You may also access Patient
Relations online at sjmercyhealth.org
under the “Patient Information” section.
You can expect to receive acknowledgement
of your complaint, either verbally or in writing. Every effort will be made to resolve your
complaint within seven days. During this time
you also have the right to file a complaint
with the Michigan Department of Consumer
& Industry Services.
The address is as follows:
Department of Consumer & Industry Affairs
Bureau of Health Systems
Complaint Intake
P.O. Box 30664
Lansing, MI 48909
YOUR RIGHTS AND
RESPONSIBILITIES
If you or your representative needs assistance
or wishes to make an oral complaint to the
Department of Consumer & Industry Affairs,
they can also be reached at 1-800-882-6006.
Privacy Complaints
If you believe your privacy rights have been
violated, you may file a complaint with Saint
Joseph Mercy Health System. Complaints
may be submitted in writing or by calling
Patient Relations at 734-712-2700 or the
Privacy Officer at 734-712-4542. Privacy
Complaint forms for written complaints
are available by calling the above numbers,
or by printing the form from the Saint
Joseph Mercy Health System web site at
sjmercyhealth.org.
You may also file a privacy complaint with
the Office of Civil Rights, Department of
Health and Human Services.
If you have any questions about the
privacy complaint process, please contact
the Privacy Officer at 734-712-4542.
Your Responsibilities as a Patient
Your health care is a cooperative effort
among you, your doctor and the hospital
staff. In addition to your rights, it is
expected that you will assume the following
responsibilities to the best of your ability.
You are responsible for:
Following hospital rules and regulations
The patients and families are responsible for
following the hospital’s rules and regulations
concerning patient care and conduct as
explained to you, or as described in printed
material. You have the right to receive a
written statement of your rights.
Providing information
The patients and families are responsible
for providing, to the best of their knowledge,
accurate and complete information about
your present complaints, past illnesses,
hospitalizations, medications and other
matters relating to the patient’s health.
They are responsible for reporting
unexpected changes in the patient’s
condition to the responsible practitioner.
You and your family are responsible for
reporting perceived risks in your care and
unexpected changes in your conditions. Patients and families also have the right
to education about their role in helping
to facilitate the safe delivery of care.
Page 37
YOUR RIGHTS AND
RESPONSIBILITIES
Asking questions
The patient and family are responsible
for asking questions when they do not
understand what they have been told
about the patient’s care or what they
are expected to do.
Following instructions
The patient and family are responsible for
following the treatment plan developed with
the practitioner. They should express any
concerns they have about their ability to
follow the proposed course of treatment;
the hospital in turn, makes every effort to
adapt the treatment plan to the patient’s
specific needs and limitations. Where
such changes are not recommended, the
patient and family should understand
the consequences of not following the
recommended course of treatment, or
of using other treatments.
Accepting the consequences
of not following instructions.
If the patient or family refuses treatment
or fails to follow the doctor’s instructions,
they are responsible for the outcomes.
Paying your hospital bill
Patients and/or families are expected to pay
the hospital bill (co-pays, deductibles, noncovered services and non-authorized services,
etc.) or tell the hospital if you cannot pay
the bill, so that other arrangements can
be made. You are responsible for being
familiar with the nature and extent of
your insurance coverage including referral
and authorization requirements.
Acting with consideration and respect
Patients and families are expected to be
considerate of other patients and hospital
personnel by not making unnecessary noise,
smoking or causing distractions. Patients
and families are responsible for respecting
the property of other persons and that of
the hospital.
St. Joseph Mercy Ann Arbor, St. Joseph Mercy Livingston and St. Joseph Mercy Saline provide services to all persons without regard to
race, religion, color, national origin, gender, age, handicap, marital status, sexual orientation or source of payment. There is no distinction
in eligibility for or in the manner of providing services. All persons and organizations having occasion either to refer persons for services
or to recommend our services are advised to do so without regard to the person’s race, religion, color, national origin, gender, age,
handicap, marital status, sexual orientation or source of payment.
We are pleased to comply with the Rehabilitation Act of 1973, relating to nondiscrimination against the handicapped. We also provide
services for the hearing impaired. A Patient Relations Manager can be reached at the numbers outlined in the telephone directory on
page 2 of this booklet.
Rights and Responsibilities
Page 38
CLASSES AND PROGRAMS
Classes and Programs
Saint Joseph Mercy Health System offers a variety of classes and programs to keep you
healthy. For more information or a complete list of classes and programs and their locations
currently available, please visit sjmercyhealth.org and click on “Classes & Events” or call
800-231-2211.
Be sure to take advantage
of our coupons on page 40.
41
Classes and Programs Page 39
Remarkable Medicine.
Remarkable Care.
29907 / 01420 R 12/08
St. Joseph Mercy Ann Arbor St. Joseph Mercy Livingston St. Joseph Mercy Saline

Patient Information - St. Mary Mercy Livonia Hospital

Transcription

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