patient handbook - Mercy Medical Center

Transcription

Patient Handbook
Welcome to Mercy Medical Center – Des Moines
9310-042-bklt 03-15-11
Welcome to Mercy
On behalf of the Sisters of Mercy and the physicians and staff of Mercy
Medical Center – Des Moines and Mercy Medical Center – West Lakes,
welcome. Our dedicated team of health care professionals is committed
to providing you with the highest quality of care available, and we hope
to make your stay with us as safe, pleasant and comfortable as possible.
This patient handbook has been developed to introduce you to Mercy
and provide you with helpful information about our services. While we
have tried to anticipate many of the questions you may have, we hope
that you will talk with members of your health care team or call our
Patient Representative at (515) 643-2861 if something is unclear or if
other questions arise.
Please keep this guide handy for your reference, and feel free to take it
with you when you leave your room or are discharged from the hospital.
Thank you for entrusting your care to Mercy’s team of experts.
Sincerely,
David H. Vellinga
President & CEO
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Table of Contents
1
Welcome to Mercy
4 |
5 |
Our Mission and Values
Notice of Privacy Practices
13 | Patient Rights & Responsibilities
2
Your Hospital Stay
20 |
26 |
Patient Information
Your Health Care Team
30 | Advance Directives
35 | Preventing Medical Errors
39 | Pain Management
3
For Y
our Convenience
42 |
43 |
4
Visitor Information
45 |
47 |
5
Food and Dining Services
Hospital Amenities
Parking
Visiting Patients
Billing and Insurance
49 |
51 |
Billing Information
Understanding Your Insurance
53 | Financial Counselors
6
Going Home
55 |
57 |
7
Hospital Discharge
Additional Mercy Services
Important Numbers
2
1
Welcome to Mercy
4 | Our Mission and Values
5 | Notice of Privacy Practices
13 | Patient Rights & Responsibilities
3
Mission & Values
Mission Statement
The Mission of Catholic Health Initiatives and Mercy Medical Center –
Des Moines is to nurture the healing ministry of the Church by bringing
it new life, energy and viability in the 21st century. Fidelity to the Gospel
urges us to emphasize human dignity and social justice as we move
toward the creation of healthier communities.
Core Values
Reverence:
Profound spirit of awe and respect for all of creation, shaping
relationships to self, to one another and to God, and acknowledging that
we hold in trust all has been given to us.
Integrity:
Moral wholeness, soundness, uprightness, honesty, sincerity, as basis of
trustworthiness.
Excellence:
Outstanding achievement, merit virtue; continually surpassing standards
to achieve/maintain quality.
Welcome to Mercy: Mission & Values
Compassion:
Feeling with others, being one with others in their sorrows and joy,
rooted in the sense of solidarity as members of the human community.
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Notice of Privacy Practices
At Mercy Medical Center – Des Moines and our affiliate facilities, we are
committed to protecting the privacy of your medical information. We
believe you are entitled to understand how your medical information is
used at Mercy and how it is shared with our partners in your care. Please
read this Notice of Privacy Practices (“Notice”) thoroughly. If you have
any questions or need additional information, please contact Mercy’s
Privacy Officer at (515) 247-3222.
PERMITTED USES OF YOUR MEDICAL INFORMATION
Welcome to Mercy: Notice of Privacy Practices
To function as a hospital, we will need to use and disclose your medical
information for treatment, payment and health care operations. Your
information may also be used in our facility directory, for fundraising
activities, medical research or organ and tissue donation.
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Treatment:
We will use your health information to provide you with health care
treatment and to coordinate or manage services with other health care
providers – including third parties. We may disclose all or any portion
of your health information to your attending physician, consulting
physician(s), allied health practitioners, nurses, technicians, medical
students or other facility or health care personnel who have a legitimate
need for such information in order to take care of you. Different
departments within the facility may share your health information to
coordinate services, such as ordering prescriptions, lab work or X-rays.
We may disclose your health information to family members or friends,
guardians or personal representatives who are involved with your
medical care. We may also use and disclose your health information to
contact you for appointment reminders; provide you with information
about possible treatment options or alternatives; or discuss other
health-related benefits and services. We may also disclose your health
information to people outside the facility who may be involved in your
medical care after you leave the facility – including physicians, specialty
hospitals, skilled nursing facilities and other health care-related facilities.
Payment:
We will use and disclose your health information for activities that are
necessary to receive payment for our services – such as determining
insurance coverage, billing, payment and collection, claims management
and medical data processing. For example, we may tell your health plan
about a treatment you are planning in order to receive approval or to
determine if your plan will cover the proposed treatment. In addition,
we may disclose your health information to other health care providers
so they can receive payment for health care services they provided you,
such as ambulance services. We may also give information to other third
parties or individuals who are responsible for payment for your health
care.
Facility Directory:
We may include your name, location in the facility, general condition
and your religious affiliation in the facility directory. Information that
appears in the directory – with the exception of your religious affiliation
– may be released to people who ask for you by name. Your name and
religious affiliation may be given to a member of the clergy, such as
a priest or rabbi, even if he or she does not ask for you by name. The
facility directory is available so your family, friends and clergy can visit
you and learn the general status of your condition. If you do not wish
to be listed in the directory and do not want your facility directory
information released, you must notify Mercy’s Public Safety Department
– orally or in writing – at (515) 247-3111 or 1111 6th Avenue, Des
Moines, IA 50314. When you remove your name from the directory, we
will not be able to tell your family, friends, members of the public, flower
delivery or other service persons or organizations that you are here or
the general status of your condition.
Health Care Operations:
We may disclose your health information for routine facility operations
– such as business planning and development, quality review of services
provided, internal auditing, accreditation, certification, licensing
or credentialing activities, medical research or education for staff
and students. We may also disclose information to other health care
entities that have a relationship with you and need the information for
operational purposes.
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Fundraising Activities:
We may use or disclose your health information (limited to your name,
address, phone number and dates you received treatment at Mercy)
for Mercy Medical Center – Des Moines’ fundraising efforts. If you do
not want us to contact you for fundraising efforts, you must submit
your request in writing to the Mercy Foundation President at 1111 6th
Avenue, Des Moines, IA 50314.
Research:
We may use and disclose your information to medical researchers
when the Institutional Review Board and/or Privacy Board approve the
research study and the use of your health information.
Organ and Tissue Donation:
If you are an organ donor, we may release your health information to
organizations that handle organ procurement and transplantation or to
an organ donation bank, as needed, to facilitate organ or tissue donation
and transplantation.
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DISCLOSURES required or permitted by law
Subject to requirements of federal, state and local laws, Mercy is either
required or permitted to report your health information for various
purposes. These include, but are not limited to, the following:
Public Health Activities:
We may disclose your health information to public health officials for
activities such as the prevention or control of communicable disease,
injury or disability; to report births and deaths; to report suspected child
abuse or neglect; to report reactions to medications or problems with
medical products; to report exposures to environmental hazards; and to
report results of lead testing.
Disaster Relief Efforts:
We may disclose your information to an entity assisting in a disaster
relief effort so your family can be notified of your location or condition.
Health Oversight Activities:
We may disclose your health information to a health oversight agency
for activities authorized by law. These oversight activities may include
audits, investigations, inspections or licensure. These activities are
necessary for the government to monitor the health care system,
government programs and compliance with civil rights laws.
Judicial or Administrative Proceedings:
We may disclose your information in response to a court or
administrative order, a valid subpoena, discovery request, criminal or
civil proceedings or other lawful process.
Law Enforcement Purposes:
We may release your health information if asked to do so by a law
enforcement official in response to a court order, subpoena, warrant,
summons or similar legal process; in regard to a crime victim or death
of a crime victim in limited circumstances; or in emergency situations
to report a crime, the location of a crime’s victims or the identity and
location of a criminal suspect.
Workers’ Compensation:
We may release your health information in order to comply with
workers’ compensation or similar programs that provide benefits for
work-related illness or injuries.
To Avert a Serious Threat to Health or Safety:
We may disclose your health information when necessary to prevent
a serious threat to your health and safety or the health and safety of
another person or the public.
Coroners, Medical Examiners and Funeral Directors:
We may release your health information to a coroner or medical
examiner, which may be necessary to identify a person who died or
determine a cause of death. We may also release health information to
help a funeral director carry out his or her duties.
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National Security and Intelligence Activities:
We may disclose your health information to authorized federal officials
for lawful intelligence and other national security activities, including the
protection of the President and other Heads of State.
Military and Veterans:
If you are a member of the armed forces, we may release your health
information as required by military command authorities. We may
also release health information about foreign military personnel to the
appropriate foreign military authority.
Inmates:
If you are an inmate of a correctional facility or in the custody of a law
enforcement official, we may disclose your health information to the
facility. This would be necessary for the institution to provide you with
health care; to protect your health and safety or the health and safety of
others; or for the health and safety of the correctional facility’s personnel.
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other uses of your health information
Other uses of your health information not covered by this Notice or the
laws that apply to Mercy will be made only with your written consent.
If you authorize us to use your health information, you may revoke
that authorization in writing at any time. When we receive your written
revocation, we will no longer use or disclose your health information for
the purpose of that authorization. However, we will be unable to retrieve
any disclosures already made based on your prior authorization.
YOUR RIghts regarding health information
You have the following rights regarding your health information:
Right to Access:
You have the right to inspect and receive a copy of your health
information and to obtain copies of medical, billing or other records
that may be used to make decisions about your care. The right to inspect
and copy does not apply to psychotherapy notes that are maintained
separately from the health record.
To receive a copy, submit your request in writing to the Medical Records
Department, 1111 6th Avenue, Des Moines, IA 50314. We charge a fee for
document requests to cover the costs of providing the document.
In limited circumstances, we may deny your request to inspect and
copy your health information. If you are denied access, you may request
that denial to be reviewed. A licensed health care professional chosen
by Mercy will review your request and the denial. This person will not
be the same person who denied your request. We will comply with the
outcome of the review.
Right to Amend:
You have the right to request an amendment to your health information
that you believe is incorrect or incomplete. You must make your
request in writing, using a Request for Amendment to Protected Health
Information form and including your reason for the amendment, to the
Medical Records Department, 1111 6th Avenue, Des Moines, IA 50314.
To obtain a copy of this form, contact the Medical Records Department
at (515) 643-2314.
Right to an Accounting of Disclosures:
We are required to maintain a list of disclosures of your health
information. However, we are not required to maintain a list of
disclosures we made by acting upon your written authorizations or for
treatment, payment or health care operations.
You have the right to request an accounting of disclosures that were
not subject to your written authorization or for treatment, payment or
health care operations. Submit your request in writing to the Medical
Records Department, 1111 6th Avenue, Des Moines, IA 50314. Your
request must state a time period (not longer than six years) and may not
We may deny your request for an amendment if it is not in writing or
does not include a reason to support the request. We may also deny
your request if you ask us to amend information that was not created
by Mercy (unless that person or entity is no longer available to make
the amendment); is not part of the medical information maintained by
Mercy; is not part of the information you would be permitted to inspect
and copy; or information that is accurate and complete.
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include dates before April 14, 2003. The first list you request within a 12month period will be free. For additional lists, we may charge you for the
costs of providing the list. We will notify you of the cost involved before
any costs are incurred.
Right to Request Restrictions:
You have the right to request a restriction or limitation on how much of
your health information we use or disclose for treatment, payment or
health care operations. You also have the right to request a restriction on
the disclosure of your health information to someone who is involved in
your care or payment for your care, such as a family member or friend.
We are not required to agree to your request. However, if we do agree,
we will comply with your request unless the information is needed to
provide you with emergency treatment.
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You must make your request in writing, using a Request for Restrictions
to Protected Health Information form, to the Medical Records
Department, 1111 6th Avenue, Des Moines, IA 50314. You must include
what information you wish to limit; whether you wish to limit our use,
disclosure or both; and to whom you wish the limits to apply. To obtain
a copy of this form, contact the Medical Records Department at (515)
643-2314.
Right to Request Confidential Communications:
You have the right to request that we communicate with you about
health care matters in a certain way or at a certain location. For example,
you may ask us to only contact you at an alternative address – such as
your work address, or only contact you by mail instead of by phone.
You must make your request in writing, using a Confidential
Communications Opt Out form, to the Medical Records Department,
1111 6th Avenue, Des Moines, IA 50314. Your request must specify how
or where you wish to be contacted (we do not require a reason for the
request). We will accommodate all reasonable requests. To obtain a copy
of this form, call the Medical Records Department at (515) 643-2314.
Right to a Paper Copy of this Notice:
You have the right to request a paper copy of this Notice, and may
ask for a copy at any time. If you have agreed to receive this Notice
electronically, you are still entitled to a paper copy.
To view or print a copy of this Notice, please visit our website at www.
mercydesmoines.org, scroll to the bottom of any screen and click on
“Notice of Privacy Practices.” You may also obtain a copy of this Notice
by contacting the Medical Records Department at (515) 643-2314.
CHANGES TO THIS NOTICE
We reserve the right to change this Notice. We reserve the right to make
the revised or changed Notice effective for health information we already
have about you as well as any information we receive in the future. We
will post a copy of the current Notice in the facility and online at www.
mercydesmoines.org. The Notice will contain the effective date on the
first page in the top right-hand corner. Upon your initial registration or
admittance to the facility as an outpatient or inpatient, we will offer you
a copy of the Notice in effect. Whenever the Notice is revised, it will be
available to you upon request.
COMPLAINTS
You may file a complaint with us or with the Secretary of the U.S.
Department of Health and Human Services if you believe we have not
complied with our Privacy Practices. To file a complaint with us, contact
Mercy’s Privacy Officer at (515) 247-3222.
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Patient Rights & Responsibilities
Patients have both rights and responsibilities when it comes to their
health and the health care services they receive. By including these lists
of rights and responsibilities in this patient handbook, we hope to assure
you that Mercy is fair and responsive to patients’ needs; provides patients
with credible and effective mechanisms to address their concerns; and
encourages patients to take an active role in safeguarding their health.
PATIENT RIGHTS
Welcome to Mercy: Patient Rights & Responsibilities
As a patient at Mercy, or as the parent or legal guardian of a minor
patient at Mercy, you have the following rights:
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Respect and Nondiscrimination:
You have the right to considerate, respectful and nondiscriminatory care
from your physicians, nurses, health care professionals and other hospital
employees. Mercy prohibits discrimination based on age, race, ethnicity,
religion, culture, language, physical or mental disability, socioeconomic
status, sex, sexual orientation and gender identity or expression. You
have the right to:
• Receive care in a safe setting.
• Be treated kindly and respectfully by all hospital personnel.
• Exercise cultural and spiritual beliefs that do not interfere with the
well-being of others or the planned course of your medical therapy.
• Be free from all forms of abuse or harassment.
• Be free from restraint or seclusion of any form that is not medically
necessary or that is used as a means of coercion, discipline,
convenience or retaliation by staff.
Information Disclosure:
You have the right to receive accurate and easily understood information
about your health, treatment plan, health care team and facilities. If you
speak a language other than English, have a physical/mental disability or
simply do not understand something, assistance will be provided so that
you can make informed decisions about your care. You have the right to:
• Be informed of your rights before patient care is furnished or
discontinued, whenever possible.
• Receive information about your rights as a Medicare beneficiary
upon admission.
• Be informed of the hospital rules and regulations applicable to your
conduct as a patient.
• Expect that a family member or representative and a physician will
be notified promptly upon your admission to the hospital.
• Receive visitors whom you choose, including but not limited to, your
spouse or domestic partner, another family member or a friend.
You have the right to withdraw or deny consent at any time for any
visitor.
• Not be required to prove the relationship between yourself and a
visitor, nor to have visitors prove their relationship to you, unless
you are unable to communicate your wishes and a disagreement
occurs between two or more people over whether a particular
individual should be allowed to visit.
• Know the name, identity and professional status of any person
providing health care services to you, and to know who is primarily
responsible for your care.
• Receive complete and current information concerning your
diagnosis in terms you can understand (as a patient, when it is not
medically advisable for you to receive such information, it will be
given to an appropriate person on your behalf).
• Receive an explanation of any proposed procedure or treatment,
including a description of the nature and purpose of the procedure,
• Identify a person who may be present for emotional support
during your stay, unless the individual’s presence interferes with
others’ rights or safety or is not in your best interest medically,
therapeutically or legally. Your support person can make visitation
decisions in the event you are unable to do so. (This support
person may or may not be your surrogate decision maker or legally
authorized representative. See page 28 for more information
on surrogate decision makers). Unless you indicate otherwise,
the person you identified for “Emergency Notification” during
admission will be your designated support person.
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known risks or serious side effects and treatment alternatives.
• Know if your care involves any experimental methods of treatment
and have the right to consent or refuse.
• Be informed about the type of pain to anticipate and pain relief
measures.
• Be informed by your practitioners of any health-related concerns or
instructions for you to follow upon discharge from the hospital.
• Examine your bill and receive an explanation of the charges
regardless of the source of payment for your care.
Participation in Treatment Decisions:
You have the right to know all of your treatment options and to
participate in decisions about your care. Your spouse, partner, parents,
agent or other individuals you have designated may represent you if you
cannot make your own decisions. You have the right to:
15
• Participate in developing and implementing your plan of care.
• Make informed decisions about your care.
• Access information regarding your condition unless medically
contraindicated.
• Consult a specialist at your request and expense.
• Accept medical care or refuse treatment to the extent permitted by
law, and to be informed of the medical consequences of such refusal.
• Have advance directives, such as a Living Will or a Durable Power of
Attorney for Health Care, and have a health care team that complies
with these directives (see section on “Advance Directives” for
additional information).
Access to Emergency Services:
You have the right to receive screening and stabilizing emergency services
whenever and wherever needed if you have severe pain, symptoms or
an injury that convinces you that your health is in serious jeopardy. You
have the right to:
• Receive evaluation, service and/or referral as indicated by the
urgency of your situation.
• Be given complete information regarding any decision to transfer
you to another facility, if such a transfer is medically permissible,
and understand the need for and alternatives to a transfer (the
facility to which you will be transferred must first accept the
transfer).
Pain Management Services:
You have the right to pain prevention, relief and management services.
You have the right to:
• Discuss pain relief options with your physician and nurses and work
with your health care team to develop a pain management plan.
• Discuss any worries you have about taking pain medications with
your physician and nurses.
• Report pain at any time and have your pain assessed by health
care professionals who believe you and respond quickly with pain
management.
Confidentiality and Disclosure of Health Information:
You have the right to talk in confidence with health care providers and to
have your health information protected. You have the right to review and
copy your own medical record and request us to amend your record if it
is not accurate, relevant or complete. You have the right to:
• Have personal privacy concerning your own medical care program.
Any discussion about your care, consultation among health care
professionals about your condition, examination and treatment are
confidential and should be conducted discreetly. Persons not directly
involved in your care must have your permission to be present.
• Expect that all communications and clinical records pertaining to
your care will be treated confidentially.
• Access information contained in your medical records within a
reasonable time frame.
• Notify your physician or nurses if your pain is not relieved and request
to have your pain relief medication monitored and adjusted, if needed.
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Complaints and Appeals:
You have the right to a fair, fast and objective review of any complaint
you have against Mercy or your physician, nurse or other health care
professional. This includes complaints about patient care and safety,
waiting times, operating hours, the conduct of Mercy personnel and the
adequacy of health care facilities. You have the right to:
• Use Mercy Medical Center’s complaint process to submit a written
or verbal complaint/grievance to the Patient Representative, available
by calling (515) 643-2861, or to your health care practitioners. If
necessary, your complaint/grievance will be forwarded to the Patient
Grievance Committee for review. If you feel that your concerns
about patient care and/or safety at Mercy have not been sufficiently
addressed, you are encouraged to contact Mercy Administration
at (515) 247-3222. If your concerns still cannot be resolved, you
may contact The Joint Commission by calling 1-800-994-6610 or
e-mailing [email protected].
17
• Receive a written response from Mercy regarding your grievance
within 14 business days from the Patient Grievance Committee’s
receipt of your complaint.
• Refer quality of care concerns, premature discharge grievances or
beneficiary complaints to the Iowa Foundation for Medical Care,
which is the external peer review organization for hospitals in Iowa.
You may send your concern in writing to the Iowa Foundation for
Medical Care, 1776 West Lakes Parkway, West Des Moines, IA 50266,
or call 1-800-752-7014.
• File grievances regarding the quality of care you received as a dialysis
or kidney transplant patient with ESRD Network #12, a not-forprofit corporation that serves as a liaison between end-stage renal
disease health care providers and the Centers for Medicare and
Medicaid Services. You may download a Patient Grievance Form
from their website at www.network12.org or call 1-800-444-9965.
• Register complaints with the Health Facilities Division of the Iowa
Department of Inspections and Appeals. You may submit your
complaint in writing to the Iowa Department of Inspections and
Appeals, Health Facilities Division/Complaint Unit, Lucas State
Office Building, 321 E. 12th Street, Des Moines, IA 50319-0083. You
may also fax your complaint to (515) 281-7106 or call 1-877-6860027.
• Contact The Joint Commission’s Office of Quality Monitoring to
report any concerns or register complaints about Mercy by calling
1-800-994-6610 or e-mailing [email protected].
PATIENT RESPONSIBILITIES
As a patient at Mercy, or as the parent or legal guardian of a minor
patient at Mercy, it is your responsibility to:
• Provide accurate and complete information about present
complaints, past illnesses, hospitalizations, medications and other
matters relating to your health – including advance directives – and
report whether or not you clearly comprehend a contemplated
course of action and its anticipated effects.
• Accept the medical consequences if you refuse treatment or if you do
not follow your practitioner’s instructions. In the unlikely event you
choose to leave the hospital against medical/physician advice, please
inform your nurse, who will provide you with a release to sign.
• Follow hospital rules and regulations regarding patient care and conduct.
• Be considerate of the rights of other patients and staff, and assist
in the control of noise and the number of visitors in your room.
Photos, videos and audiotapes of staff are not permitted without
consent.
• Assure that the financial obligations of your care are fulfilled as
promptly as possible.
QUESTIONS/CONCERNS
If you have questions or concerns about your care, please speak to your
nurse, the unit charge nurse or the unit nursing director. If you feel the
need to discuss your concern further, you may contact Mercy’s Patient
Representative at (515) 643-2861.
• Follow the treatment plan recommended by the practitioner
primarily responsible for your care. This may include following the
instructions of nurses and other health care professionals as they
implement your practitioner’s orders and enforce the applicable
hospital rules and regulations.
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2
Your Hospital Stay
20 |
26 |
30 |
35 |
39 |
19
Patient Information
Advance Directives
Preventing Medical Errors
Pain Management
Patient Information
PATIENT ROOM
Mercy’s private patient rooms were designed with comfort in mind. Each
room has complete bathroom facilities, a television and a telephone. We
will make every effort to provide you with the type of room you desire,
but we cannot guarantee the availability of a particular room on the day of
your admission.
Your bed is electrically operated and can be controlled from the buttons
on the side rails. You can also control your room’s lighting and television
from your bed rail, the remote or bedside table. Your nurse will show you
how to operate these controls. In addition, a nurse call button is located
either on your bedside table, the remote or on your bed’s side rail. When
you push the call button, your nurse will be alerted and will attend to
you as soon as possible. Please feel free to call your nurse as needs arise.
Mercy is environmentally friendly. Current projects focus on recycling,
waste reduction (water and linen) and energy efficiency. Please speak to
your nurse if you have any questions.
Upon admission, each patient receives an identification band to wear
around his or her wrist. Please wear your wristband at all times. This
band is for your safety and allows hospital personnel to identify you and
ensure you receive the appropriate treatments, tests and medication.
HOSPITAL GOWNS
A hospital gown is provided to each patient upon admission. If you
prefer, you may wear your own sleepwear instead of a hospital gown in
most cases. However, we ask that you wear a hospital gown for all tests,
examinations or procedures. All sizes of gowns are available.
PATIENT MEALS
Patients can order room service anytime between 6:30 a.m. and 6:30 p.m.
Your Hospital Stay: Patient Information
IDENTIFICATION BANDS
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from a restaurant-style menu located in the patient room. To order, dial
4-4444 and a room service operator will assist you in selecting items
in compliance with any diet restrictions prescribed by your physician.
Family members may place meal orders for patients requiring assistance.
PERSONAL BELONGINGS AND VALUABLES
At Mercy, we feel we have an obligation to provide a safe, secure
environment for our patients. However, we cannot be responsible for
a patient’s personal belongings or valuables at the hospital. Therefore,
if you have brought items that are not essential to daily living (such as
personal papers, keys, photographs, memorabilia, large sums of cash,
credit cards or jewelry), we encourage you to send them home. If this is
not possible, please speak with your nurse or contact the Public Safety
Department at (515) 247-3111.
Visitor Information
SMOKING AND TOBACCO
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Mercy Medical Center – Des Moines is officially a tobacco-free campus.
This means that patients, visitors and employees are prohibited from
smoking or using any type of tobacco product on any property Mercy
owns or maintains – including facilities, grounds, parking areas and
sidewalks. Patients who smoke or use tobacco products are encouraged to
ask their physician to order nicotine gum or other nicotine-replacement
therapy (NRT) to help curb cravings and withdrawal symptoms.
WEAPONS
Mercy Medical Center – Des Moines’ prohibits weapons of any type on its
property – including guns, knives or any instrument or device designed
to injure or kill others. Please leave any weapon in your car or contact the
Public Safety Department at (515) 247-3111 to have your weapon stored
in a locked area during your stay.
TELEVISION SERVICE
Depending upon the your floor or unit, the television in your room can
be controlled from your bed rails or remote.
CENTRAL CAMPUS:
Mercy On Demand Information System (ODIS)
Iowa Reading & Information Service (IRIS)
Mercy closed circuit (religious programming)
WOI-TV (ABC) Des Moines
Speed
Disney
KCCI-TV (CBS) Des Moines
KDSM-TV (FOX) Des Moines
CNN
KDIN-TV (PBS) Des Moines
Fox News
WHO-TV (NBC) Des Moines
Patient Channel
EWTN
TBS
TNT
USA
KCWI-TV (CW) Des Moines
Animal Planet
Discovery
TLC
ABC Family
AMC (American Movie Classics)
ESPN
ESPN2
WGN
Big 10 Network
The Weather Channel
Mercy On Demand Information System (ODIS)
Music
FX
Univision (Spanish)
Food Network
Home & Garden Television (HGTV)
Travel Channel
Local Weather
Patient Information
Channel 2
Channel 3
Channel 4
Channel 5
Channel 6
Channel 7
Channel 8
Channel 9
Channel 10
Channel 11
Channel 12
Channel 13
Channel 14
Channel 15
Channel 16
Channel 17
Channel 18
Channel 19
Channel 20
Channel 21
Channel 22
Channel 23
Channel 24
Channel 25
Channel 26 Channel 27
Channel 28
Channel 29
Channels 30-36
Channels 39-49
Channel 52
Channel 54
Channel 55
Channel 56
Channel 57
Channel 56
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TELEVISION SERVICE
Depending upon the your floor or unit, the television in your room can
be controlled from your bed rails or remote.
MERCY WEST LAKES:
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Channel 2
Channel 3
Channel 4
Channel 5
Channel 6
Channel 7
Channel 8
Channel 9
Channel 10
Channel 11
Channel 12
Channel 13
Channel 15
Channel 16
Channel 17
Channel 19
Channel 20
Channel 22
Channel 23
Channel 24
Channel 25
Channel 26 Channel 27
Channel 28
Channel 29
Channel 30
Channel 31
Channel 32
Channel 33
Channel 34
Channel 35
Channel 36
Channel 37
ShopNBC
WGN America
QVC
WOI-TV (ABC) Des Moines
KDSM-TV (FOX) Des Moines
Government Access
KCCI-TV (CBS) Des Moines
KCWI-TV (CW) Des Moines
KFPX-TV (ION) Newton
KDIN-TV (PBS) Des Moines
Educational Access
WHO-TV (NBC) Des Moines
HSN
TCC - The College Channel
Public Access
C-Span
KDMI-TV (This TV) Des Moines
Mediacom Connections
TBS
Nickelodeon
USA
The Weather Channel
FX
Spike
Lifetime
HLN
Cartoon Network
ABC Family
MTV
ESPN Classic
ESPN
ESPN 2
CNBC
Channel 39
Channel 40
Channel 41
Channel 42
Channel 43
Channel 44
Channel 45
Channel 46
Channel 47
Channel 48
Channel 49
Channel 50
Channel 57
Channel 58
Channel 59
Channel 60
Channel 61
Channel 62
Channel 63
Channel 64
Channel 65
Channel 66
Channel 67
Channel 68
Channel 69
Channel 70
Channel 71
Channel 72
Channel 73
Channel 74
Channel 75
Channel 76
Channel 77
Channel 78
Disney Channel
FS Midwest
Univision
AMC
truTV
Fox News
History
Discovery Channel
TNT
VH1
Comedy Central
TLC
BET
A&E
Big Ten Network
Telefutura
TV Land
Animal Planet
MSNBC
WE
CNN
Hallmark Channel
HGTV
Food Network
Travel Channel
SOAPnet
Syfy
Bravo
VERSUS
Speed
Telemundo
CMT
E!
RFD-TV
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TELEPHONE SERVICE
Mercy Medical Center is located within the “515” area code. At Central
Campus (downtown), most patient room telephone numbers are
(515) 247-3 plus the 3-digit room number, or (515) 247-3XXX. Patient
room telephone numbers in the Intensive Care, Maternity Triage and
Treatment, Labor & Delivery, Mother/Baby or Neonatal Intensive Care
Units are (515) 358 plus the four-digit room number, or (515) 358XXXX.
At Mercy West Lakes, most patient room telephone numbers are (515)
247-3 plus the 3-digit room number, or (515) 358-8 plus your floor
number and the last two digits of your room number.
Your family and friends may call your room directly without assistance
from hospital switchboard personnel.
You may make local telephone calls from your room at no charge. To
do so, dial “9” to get an outside line and then dial the number. To make
long-distance calls from your room, you must use a calling card, credit
card or call the party you are trying to reach collect. Calling cards are
available in the hospital gift shops. Long-distance charges must be paid
by you at the time of service – they cannot be added to your hospital bill.
25
• To make a long-distance call with a credit card or to call collect,
dial “55” and wait for the dial tone, then dial “00.” A long-distance
operator will come on the line to assist you.
• To make a long-distance call with a calling card, follow the
directions for the specific type of card you carry.
Mail Service
If you receive mail as a patient, a Mercy volunteer will deliver it to you.
Mercy’s address is 1111 Sixth Avenue, Des Moines, IA 50314. The address
for Mercy West Lakes is 1601 60th Street, West Des Moines, IA 50266.
PHYSICIANS
While you receive care at Mercy, you are likely to have a team of doctors
involved in your care. This team may include your attending physician
(the physician supervising your treatment); members of the house staff,
including hospitalists (physicians who make rounds at the hospital in
place of patients’ personal physicians); or residents (doctors-in-training
who have received their medical degrees and are now specializing in a
selected field of medicine). Other members of this team may include
physician assistants or nurse practitioners. Together, this team will
determine the tests necessary to diagnose your condition and prescribe
the care and medication you receive.
NURSES
PHARMACISTS
Pharmacists are experts who work with physicians and nurses to ensure
patients get the full benefit of available medications. Although you might
not meet your pharmacists at the hospital, they are important and active
members of your care team. In addition to preparing medications using
the latest technology, they also monitor your therapy for effectiveness
and help you avoid allergic reactions, side effects and possible
interactions with foods and other drugs you may be taking.
Your Hospital Stay: Your Health Care Team
Registered nurses are a critical link between you and other members
of your health care team. They help communicate your needs to your
other care providers and they help explain important information so
you understand your treatment and participate in your recovery. Nurses
assess your condition, plan and evaluate your daily care, administer
medications and intravenous fluids, perform treatments and provide
you with education about your medical condition and how to continue
treatment after your hospital discharge. They also oversee a team of
support staff who are responsible for taking vital signs, maintaining your
personal hygiene, assisting with meals and helping in other ways to make
sure you are comfortable during your stay.
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CLINICAL DIETITIANS
Mercy’s team of registered dietitians works closely with your physicians,
nurses and other members of your health care team to provide you
with nutritional care and education. Through a vast selective menu, the
dietitians will work to accommodate your specific needs.
Patients who are able to order their own meals through Mercy’s At Your
Request meal ordering service will be greeted by a room service operator
who can assist you in selecting items in compliance with any diet
restrictions prescribed by your physician.
SOCIAL WORKERS
Members of Mercy’s Care Coordination Department will work with you
to plan for discharge, identify sources of financial assistance, refer you
to community resources, provide counseling related to your illness and
arrange for appropriate care after you leave the hospital. Social workers
are available seven days a week and there is no charge for their services.
Common services include:
• Assisting with adjustment to illness and loss
27
• Providing information regarding community resources
• Arranging for in-home services like home health care, homedelivered meals and necessary medical equipment
• Assisting with skilled nursing or long-term care placement decisions
• Addressing insurance coverage and benefits
• Addressing financial concerns
• Answering questions in regard to Medicare, Medicaid and other
government programs
• Assisting with legal issues, such as Durable Power of Attorney for
Health Care or Guardianship
• Providing support and guidance in crisis situations
To reach the Care Coordination Department and speak to a social
worker, please call (515) 247-3263.
CHAPLAINS/PASTORAL CARE PROVIDERS
At Mercy, we understand that spiritual and emotional care is as
important as medical care when it comes to healing the mind and body.
Chaplains are available to patients, families and friends of all faiths
seven days a week, 24 hours a day. To request a chaplain, or to request
that someone contact your individual priest, minister, rabbi, imam or
spiritual advisor, call the Pastoral Care Department at (515) 247-3238.
The sacraments of your church are available to you during your stay
at Mercy. Please ask a family member, nurse or chaplain to notify the
Pastoral Care Department so appropriate arrangements can be made.
The Eucharist for Catholic patients is available on a daily basis. Please
ask a nurse or chaplain to place a sign on your door.
The Sacrament of the Anointing of the Sick is available for Catholic
patients through your parish priest or through an on-call priest in case
of emergencies that occur at night. Please ask a nurse to notify the
chaplain, who will facilitate the necessary arrangements.
If you would like more information or would like to complete advance
directives, please call the Pastoral Care Department at (515) 247-3238.
Chaplains are available to explain the process, answer your questions,
properly notarize your signature and make sure that copies of your advance
directives are placed in your chart.
INTERPRETATION SERVICES/AUXILIARY AIDS
Mercy is committed to providing patients and their family members,
guardians or companions with appropriate interpretation services or
auxiliary aids. To help identify a patient’s specific communication needs
a member of Mercy’s Interpretation Services Department will use an
The Pastoral Care Department can also help you in planning and preparing
advance directives for your medical care. Advance medical directives are legal
documents that express your choices about your future care (a Living Will)
or name someone to make health care decisions on your behalf (a Durable
Power of Attorney for Health Care) if you are unable to do so (please see the
section on Advance Directives in this handbook for additional information).
28
assessment tool in advance of his/her appointment, procedure or service.
If the patient or his or her family member, guardian or companion
requires interpretation services, Mercy will provide one of its own
qualified staff interpreters, whenever possible. If a staff interpreter is not
available, Mercy will work with contract interpreters, telephone-based
interpreters or other resources to ensure the patient’s needs are met.
If the patient has an ongoing relationship with Mercy, the appropriate
interpretation services or auxiliary aids will be provided at each
subsequent visit – including hospitalization – without requiring a
request by the patient or caregiver or an additional assessment by the
Interpretation Services Department. Record of this ongoing provision of
aids or services will be documented.
If, after conducting an assessment, Mercy determines that the
circumstances do not warrant provision of services, the patient will
be advised and the date and time of the denial for services will be
documented, along with the name of the Mercy employee who made the
determination and the basis for his or her determination.
29
In the event that interpretation services or auxiliary aids are not readily
available, an alternative plan will be implemented in consultation with the
patient and/or his or her family member, guardian or companion. This
alternative plan may include, but is not limited to, using an alternative aid
or service that may benefit communication and is readily available and
agreed upon.
If such a plan is implemented, Mercy will continue its efforts to obtain the
necessary aids or services and will communicate updates on those efforts
to the patient and/or his or her family member, guardian or companion.
Patients who have concerns or complaints may call the Patient
Representative at (515) 643-2861.
Advance Directives
The following information on advance directives is intended for
informational purposes only and is subject to revision as the laws are
changed. Specific questions should be directed to your physician or
attorney, or you may contact a Mercy Chaplain at (515) 247-3238.
Advance Directives for Health Care
Competent adults have the right to refuse or accept medical treatment
after being informed of the procedures and risks. However, there is
growing concern over how medical care decisions will be made when
patients are unable to make decisions for themselves. Today, medical
technology presents us with a number of treatments that prolong life.
Some people do not wish such treatment; others wish to take advantage
of every procedure available. Often, decisions must be made when the
patient is no longer able to state his or her preferences.
A growing number of people are putting their choices about their health
care in writing while they are still able to make such decisions. These legal
documents are called advance directives.
Prior to executing an advance directive, it is important to talk with your
physician about the effects of withholding or withdrawing different
treatments. It is also a good idea to discuss your decisions with your
family or loved ones. While it is not necessary to consult an attorney for
your advance directives to become legally binding documents, it is often
helpful.
Mercy’s Pastoral Care Department can also help you in planning and
preparing advance directives for your health care. If you would like more
information or would like to execute advance directives, please call the
Pastoral Care Department at (515) 247-3238. Chaplains are available
to explain the process, answer your questions, properly notarize your
Your Hospital Stay: Advance Directives
Currently, Iowa law provides two types of advance directives: the
Declaration Relating to Use of Life-Sustaining Procedures (known
commonly as a Living Will) and the Durable Power of Attorney for
Health Care.
30
signature and make sure that copies of your advance directives are placed
in your chart.
Please note that executing an advance directive will not affect or modify
any terms of your life insurance. Nor can physicians, health care facilities
(including nursing homes) or insurers require you to have an advance
directive. The decision is yours alone to make.
Living Wills
A Living Will is a document directing your physician that certain lifesustaining procedures should be withheld or withdrawn if you are in
a terminal condition and unable to decide for yourself. It is a legally
binding document that takes effect only when you have a terminal
condition and are unable to make decisions about your health care.
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A life-sustaining procedure is any mechanical or artificial means
which sustains, restores or supplants a vital body function and which
would only prolong the dying process for a terminally ill patient (i.e.
a mechanical respirator). Medication or medical procedures necessary
to provide comfort or ease pain are not life-sustaining procedures and
would not be withheld under a Living Will. Iowa’s Living Will law does
not permit withholding nutrition or hydration (food or water) unless
the patient receives them through a feeding tube or intravenously.
A terminal condition is an irreversible condition that, without lifesustaining procedures, will result in death in a relatively short time or
a state of permanent unconsciousness from which there is no likely
recovery. The determination of a terminal condition must be made by
the attending physician following consultation with another physician.
Special note on Living Wills executed before April 23, 1992:
The Iowa General Assembly made changes to the Living Will law in
1992. If you completed a Living Will before April 23, 1992 (the effective
date of the new law), your Living Will may not allow for withdrawal
or withholding of intravenous feeding or feeding tubes if you are in a
permanent state of unconsciousness with no likely hope of recovery
but are not about to die soon. In that case, your physician may only
withdraw or withhold intravenous feeding or feeding tubes if you
specifically stated that it should occur under those circumstances. If
you did not make such specifications, you may want to complete a new
Living Will. You should consult your attorney for advice.
Durable Power of Attorney for Health Care
A Durable Power of Attorney for Health Care is a document through
which you name another person known as your “attorney-in-fact” or
“agent” to make health care decisions on your behalf if you are unable to
do so. This agent is required to make decisions according to directions
you provide; if your wishes are not known, your agent shall make
decisions in your best interest.
Like a Living Will, a Durable Power of Attorney for Health Care applies
only when you are unable to make decisions regarding your health
care. However, while a Living Will applies only if you are terminally ill
and it is your intention to have self-sustaining procedures withheld or
withdrawn, a Durable Power of Attorney for Health Care lets you name
an agent to make health care decisions in accordance with your wishes
and its application is not limited to terminally ill patients or to decisions
about life-sustaining procedures.
Your agent can make any decision about your health care regarding
treatment of your physical or mental condition, including decisions
about whether to withhold or withdraw a feeding tube or intravenous
feeding. In all cases, your agent must make decisions in accordance with
your wishes. Therefore, it is important to discuss your wishes with the
person you will name as your agent. You may also state your wishes on
the Durable Power of Attorney for Health Care document and limit the
scope of your agent’s authority. If your agent does not know your wishes,
he or she has a duty to act in your best interest.
The person you name in a Durable Power of Attorney for Health Care
should be someone you trust and who has consented to act as your agent.
The law does not permit your agent to be your physician, nurse or other
person providing health care to you on the date you sign the document,
or any employee of your physician, nurse or any hospital or health care
facility providing care to you on the date you sign the document, unless
that employee is one of your close relatives. It is advisable to name
an alternate agent in case the person you appoint becomes unable or
unwilling to act on your behalf.
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Executing the Documents
It is up to you to decide if you should have both a Living Will and a
Durable Power of Attorney for Health Care. Through a Durable Power
of Attorney for Health Care, your agent can make all your health care
decisions, including those that would be covered by a Living Will.
However, if you know you want life-sustaining procedures withheld or
withdrawn when you are in a terminal condition, you may also want to
sign a Living Will since it provides direction to your physician and you
will not have to rely on an agent to communicate those wishes.
Once you have made the decision to execute advance directives, you will
want to complete the legally binding forms. Free copies are available
from the Iowa State Bar Association (ISBA). You may download forms
from their website at www.iowabar.org or write to them at PO Box 4906,
Des Moines, IA 50306.
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The ISBA’s forms contain explicit instructions on how to execute
advance directives. Requirements for a Living Will and a Durable Power
of Attorney for Health Care are the same. After you fill in the date of
execution on your form, you must either have two people over the age
of 18 witness your signature and sign the witness form or use a notary.
Witnesses may not include anyone who has been appointed as your
agent, or anyone who is treating you as a patient or is an employee of
anyone treating you. At least one of the witnesses must not be related to
you by blood, marriage or adoption. If you use a notary, witnesses are
not required.
If you plan to spend a lot of time in a state other than Iowa, you may
wish to execute advance directives in compliance with that state’s laws.
Because most states have specific rules as to what will be recognized as a
valid advance directive, another state’s forms will likely vary from those
prepared by the ISBA. Check with that state’s bar association or your
attorney for additional information.
If you wish to execute advance directives in more than one state, you
should contact your attorney to avoid possible problems. It is your
responsibility to ensure that your advance directives are in accordance
with Iowa law. If you have an advance directive that was not completed
in accordance with the laws of Iowa, Iowa forms should be signed to
avoid confusion. ISBA are recommended, but they are not required.
Using Your Advance Directives
Place your completed, original forms in a safe but accessible place. Provide
copies to family members or loved ones and, if a Durable Power of
Attorney for Health Care has been executed, to the appointed agent and
alternate(s). You will also need to provide copies to your physician and the
hospital upon admission.
You may change or revoke these documents at any time regardless of
your mental or physical condition. Preferably, any changes should be
signed and dated and copies should be given to your physician, family,
appointed agent or other appropriate persons. While Iowa law does not
require you to revoke either document in writing, your physician must
be informed.
If a physician or administrator of a health care facility is unwilling to
comply with the wishes expressed in a Living Will or those made by an
agent, the physician or administrator must take all reasonable steps to
arrange to transfer you to another physician or facility willing to carry
out your wishes.
ORGAN AND TISSUE DONATION
Organ and tissue donations provide new hope to seriously ill or injured
persons. Mercy participates with the Iowa Donor Network to manage
organ and tissue donations. If you already have a donor card, it is
important that your family or caregiver is fully informed of your wishes.
For more information, please call the Care Coordination Department at
(515) 247-3263, the Pastoral Care Department at (515) 247-3238 or the
Iowa Donor Network at (515) 727-7897.
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Preventing Medical Errors
Patients and their safety are a priority at Mercy. Physicians, nurses,
therapists and other caregivers will work to provide safe care to protect
you against accidental injury. However, it is important that you also be
involved in this process to ensure your safety.
The single most important way you can help to prevent medical errors is
to be an active member of your health care team. That means taking part
in every decision about your health care. At Mercy, we encourage you to
speak up if you have questions or concerns. You have a right to question
anyone who is involved with your care.
MEDICATION ERRORS
The following are steps you can take to help ensure successful treatment
regarding medication:
Your Hospital Stay: Preventing Medical Errors
• Make sure that your physician knows about every medication you
are taking. This includes prescription medication, over-the-counter
medicines and dietary supplements such as vitamins or herbs.
35
• Make sure your physician knows about any allergies or adverse
reactions you have had to medications in the past. This can help you
avoid getting a medication that can harm you.
• Make sure you can read and understand any prescription your
physician writes for you.
• Ask for information about your medications in terms you can
understand – both when your medications are prescribed and when
you receive them.
• When you pick up your medicine from the pharmacy, make sure
the medication you receive is the same as what your physician
prescribed.
• If you have any questions about the directions on your medicine
labels, ask the pharmacist. For example, ask if “four doses daily”
means taking a dose every six hours around the clock or just during
waking hours.
• Ask your pharmacist for the best device to measure any liquid
medicine you may be prescribed. Ask for a demonstration if you do
not know how to use the device.
• Ask for written information about the side effects that your
medication could cause. If you know what side effects to expect,
you will be better prepared if symptoms occur and can report the
problem right away.
TREATMENT ERRORS
The following are steps you can take to help ensure successful treatment
regarding hospitalization:
• If you have a choice, choose a hospital where many patients have had
the procedure or surgery that you need.
• Ask all health care workers who have direct contact with you
whether or not they have washed their hands or used a hand
disinfectant. Hand washing or the use of a hand disinfectant are
important methods of preventing the spread of infections in
hospitals.
• Make sure that someone, such as your personal physician, is in
charge of your care. This is especially important if you have many
health problems or are hospitalized.
• Make sure that all health professionals involved in your care have
important health information about you. Do not assume everyone
knows everything about your medical history.
• Ask a family member or friend to be at the hospital with you and be
your advocate (someone who can help get things done and speak up
for you if you cannot).
• Know that “more” is not always better. It is a good idea to find out
why a test or treatment is needed and how it can help you. You may
be better off without the test.
• If you have a test, don’t assume that no news is good news. Ask
about the results.
• Learn about your condition and treatments by asking your physician
• If you are having surgery, make sure that you and your surgeon
agree and are clear on exactly what procedure will be done.
36
and nurses and by using other reliable sources. For example,
treatment recommendations based on the latest scientific evidence
are available online from the National Guideline Clearinghouse at
www.guideline.gov.
• When you are being discharged, ask your physician to explain the
treatment plan you will use at home. This includes learning about
your medicines and finding out when you can get back to your
regular activities.
• Offer suggestions that could improve the safety of the environment
and help protect other patients, family members and health care
workers.
For concerns regarding safety or your care, please speak with the director
of the area where you are located or call the Patient Safety Officer at
(515) 247-3204 or the Patient Representative at (515) 643-2861.
37
™
UP
Speak
Everyone has a role in making health care safe. That includes doctors,
health care executives, nurses and many health care technicians. Health
care organizations all across the country are working to make health
care safe. As a patient, you can make your care safer by being an active,
involved and informed member of your health care team.
peak up if you have questions or concerns. If you still don’t
understand, ask again. It’s your body and you have a right to
know.
P
ay attention to the care you receive. Always make sure you’re
getting the right treatments and medicines by the right health
care professionals. Don’t assume anything.
E
ducate yourself about your illness. Learn about the medical tests
you receive and your treatment plan.
A
sk a trusted family member or friend to be your advocate (advisor
or supporter).
K
now what medicines you take and why you take them. Medicine
errors are the most common health care mistakes.
U
se a hospital, clinic, surgery center or other type of health care
organization that has been carefully checked out. For example,
The Joint Commission visits hospitals to see if they are meeting
The Joint Commission’s quality standards.
P
articipate in all decisions about your treatment. You are the
center of your health care team.
S
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Pain Management
At Mercy, we take time to listen to and understand your individual
concerns and reports of pain and discomfort. Whether you suffer
from temporary or chronic pain, we are here to help. Mercy’s Pain
Management program is built around believing patients’ reports of pain
and focusing on the potential benefits of adequate pain management.
We encourage you to work with your physicians and nurses throughout
your course of treatment (including before and after surgery) to prevent
and alleviate pain. Pain control can help you improve your level of
comfort, reduce the length of your hospital stay and help you achieve
better health outcomes. If you would like to speak to one of Mercy’s pain
clinicians about ways to manage and control pain, please ask your nurse
or call (515) 247-3126.
UNDERSTANDING PAIN MEDICATION
Your Hospital Stay: Pain Management
Typically, pain medicine is not addictive if used on a short-term basis to
control pain. When your pain is controlled, you will feel and move better
and reduce your risk of developing additional complications, such as
pneumonia or blood clots.
39
Pain is easier to control when it is mild, so you may need to take your
pain medicine on a regular or scheduled basis instead of waiting until
your pain is severe. You should start to take your pain medicine as soon
as you start to notice pain; waiting can make it much more difficult to
control.
Sometimes pain medicine can upset your stomach, leave you feeling
confused, give you constipation or make you drowsy. These are common
side effects of medication that can often be prevented or relieved. If you
notice side effects, talk to your physician or nurse to determine if your
medicine needs to be adjusted or changed.
Pain medicine works best if you are relaxed and have a comfortable
environment. Ways to achieve this include being in a comfortable
position, dimming the lights, breathing deeply, listening to soft music
and applying heat or ice.
RATING YOUR PAIN
While you are in the hospital, you will frequently be asked to rate your
pain to help your health care team decide whether your pain medicine
is working or if it needs to be adjusted or changed. For example, your
nurse may ask you to rate your pain on a scale of 0-10, with “0” meaning
that you are having no pain and “10” meaning that you are having the
worst pain possible.
TYPES OF PAIN MEDICATION
There are many types of pain medication and a variety of ways to
administer them. You may have just one type of pain medication or you
may be given a combination of medications to better control your pain.
• Pain pills are taken by mouth and usually take about 30 minutes to
start working. They tend to work best if taken prior to activity that
may increase pain. If possible, take them with food.
• Intravenous pain medication is administered directly into your IV.
This type of pain relief works within minutes and can control even
severe pain.
• Epidurals allow pain medication to be administered through a tiny
tube in your back. As with PCA, pain medication given through an
epidural can be controlled continuously or on an as-needed basis.
With an epidural, you will still be able to lie on your back. They
are usually used for one to three days, and when the epidural is
discontinued, patients are typically started on pain pills or another
type of medication to control pain.
Your Hospital Stay: Pain Management
• Patient Controlled Analgesia (PCA) allows you to push a button and
get pain medication through your IV. Like other intravenous pain
medication, this type of pain relief works within minutes and can
control even severe pain. One safety feature of the pump is that only
a certain amount of medicine can be given, so it is important to tell
your physician or nurse if your medicine doesn’t seem to be working
so that the dosage can be adjusted to give you better pain control.
Once you are able to eat and drink, you will probably be switched
from PCA to pain pills. Usually, patients are given their first dose
of pain pills approximately 30 minutes prior to when your PCA is
stopped so that there is no interruption to your pain control.
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3
For Y
our Convenience
42 | Food and Dining Services
44 | Hospital Amenities
41
Food and Dining Services
CENTRAL CAMPUS:
Marketplace and Grille (A-Level of the Main Building)
Open daily, the Marketplace and Grille is the hospital’s main cafeteria
and offers a variety of pre-packaged, self-serve and cafeteria-style food
items (including main and side dishes, soups, salads, sandwiches and
desserts). Menus vary daily and are posted outside of the cafeteria’s main
entrance and inside the cafeteria in several locations. Hot food is served
daily from 6:15 to 9:20 a.m., 10:45 a.m. to 1:30 p.m. and 4:45 to 7 p.m.,
and from 1 to 4 a.m. on weekdays.
The Atrium Deli (A-Level of the Mercy Medical Plaza)
Open weekdays from 8 a.m. to 1:30 p.m., the Atrium Deli offers a variety
of breakfast and lunch items, beverages and desserts.
Offers a full selection of the popular chain’s menu items, including
sandwiches, salads, beverages and desserts.
Mercy Starbucks (1st Floor of the East Tower)
Offers a full selection of the popular chain’s premium coffee drinks, teas
and other beverages, pastries, desserts, sandwiches and salads.
Vending Machines
Vending machines stocked with beverages and snacks are located
throughout the hospital on many floors. Please ask your nurse for the
location of the closest vending machines.
For Your Convenience: Food and Dining Services
McDonald’s (A-Level of the West Building)
42
MERCY WEST LAKES:
The Café (Level 1)
Open daily, the Café is the hospital’s main cafeteria and offers a
variety of classic and contemporary food items (including a salad
bar, grill station, comfort foods and a stone-hearth pizza oven
featuring pizzas, calzones and made-to-order toasted sandwiches).
Menus rotate weekly and are posted outside of the cafeteria’s main
entrance and inside the cafeteria in several locations. The Café is
open daily from 6:30 a.m. until 7 p.m.
West Lakes Brew (Level 2, Main Lobby)
Open weekdays from 6:30 a.m. until 1 p.m., West Lakes Brew serves
made-to-order coffee drinks, tea and freshly-baked pastries.
For Your Convenience: Food and Dining Services
Vending Machines
43
Vending machines stocked with beverages and snacks are located
throughout the hospital on many floors. Please ask your nurse for the
location of the closest vending machines.
Hospital Amenities
GIFT SHOPS
The Gift House & Flowers (located in the Main Lobby on Central
Campus) and the West Lakes Gift House (located in the Mail Lobby at
Mercy West Lakes) offer a variety of gifts, fresh flowers, plants, greeting
cards, magazines, toiletries sundries and more.
The Little Miracles Lactation Boutiques (located on the 2nd Floor of
the East Tower at Central Campus and on the 3rd Floor at Mercy West
Lakes) sell and rent breast pumps and infant scales and offer breast
pump accessories, nursing bras, pillows and more.
HAIR SALON
Located on A-Level of the Main Building, the Mercy Hair Salon is open
to patients and visitors (a physician’s written approval is required for
inpatient use). To make an appointment, call (515) 247-4078.
CaringBridge®
Notary Services
Several notary publics are available at Mercy. For more information,
please call (515) 247-3263 or (515) 247-3222.
Lost and Found
Mercy’s Public Safety Department is responsible for lost and found
items. If you lose or find something during your visit, please notify your
nurse or contact Public Safety at (515) 247-3111.
For Your Convenience: Hospital Amenities
Mercy has partnered with CaringBridge® to offer free personalized
websites to those wishing to stay in touch with family and friends during
significant life events. For more information or to create a site, visit www.
caringbridge.org.
44
4
Visitor Information
46 | Parking
47 | Visiting Patients
45
Parking
CENTRAL CAMPUS
Parking is free for patients and visitors at Central Campus in the North
Visitor Parking Lot (accessible from Sixth Avenue driving north/south
and from University Avenue driving east/west). Free parking is also
available in the West Parking Ramp (across from the hospital’s West
Entrance), the East Parking Ramp (off of Laurel Street and adjacent to
the Mercy Medical Plaza) or the Third Street Parking Lot (across from the
East Tower).
Free valet parking is available to patients every day at the hospital’s Main
Entrance (8 a.m. to 4 p.m.), West Entrance (7 a.m. to 3 p.m.) and East
Tower Entrance (7:30 a.m. to 4 p.m.). In addition, valet parking is also
offered at Mercy Medical Plaza’s Main and West Entrances from 7 a.m.
to 6 p.m. on weekdays. To obtain your keys from the valet after hours,
contact Mercy’s Public Safety Office at (515) 247-3111.
MERCY WEST LAKES
Parking is free for patients and visitors in the Visitor Parking Lot
(accessible from 59th Place driving south from University Avenue and
60th Street driving north from Westown Parkway). Visitors may also park
in the Overflow Parking Lot, but are discouraged from parking in the
5901 Westown Pkwy. Medical Office Building’s lots.
Visitor Information: Parking
46
Visiting Patients
Visitation privileges will not be restricted, limited or otherwise denied
on the basis of race, color, national origin, religion, sex, gender identity,
sexual orientation or disability. Mercy will ensure that all visitors enjoy
full and equal visitation privileges consistent with patient preference.
VISITING HOURS
Visiting hours for most hospital units are from 7 a.m. until 9 p.m.
However, visiting hours for the maternity and critical care units vary,
and other units may suggest visiting hours that differ from those above.
Please check with the nursing staff or refer to the signs posted on the
doors to these units for more information.
Children may visit patients on most floors and units. However, we ask
children who are younger than 14 to be accompanied by an adult who is
responsible for their behavior. We also ask that children stay in a patient’s
room, designated visitors’ lounge or family waiting area throughout their
visit.
Visitor Information: Visiting Patients
Staying Overnight
47
Mercy has made arrangements with hotels close by to provide discounted
accommodations for friends and family members of patients. For more
information and a complete list of participating hotels, please ask your
nurse or request information from the receptionist at the Information
Desk in the hospital’s Main Lobby.
In most cases, you will need to tell the hotel clerk that you would like the
Mercy patient rate when you make your reservation in order to receive a
discount. In some cases, you will need to present a voucher from Mercy
that enables you to receive a discount. If that is the case, please contact the
receptionist at the Information Desk in the hospital’s Main Lobby or, for
after-hours service, call the Mercy Operator by dialing “0.”
5
Billing and Insurance
49 | Billing Information
51 | Understanding Your Insurance
53 | Financial Counselors
48
Billing Information
REGISTRATION
At the time of registration, you will have been asked to provide either
a current insurance card or information about your current insurance
carrier, as well as any specific forms or original documentation (claim
forms, authorizations, referrals, etc.) required by your carrier. As a
courtesy, Mercy will file your insurance claim, but you are ultimately
responsible for paying for the services provided.
During registration, you will also have been asked to sign a “General
Consent for Treatment” form and an “Assignment of Insurance Benefits”
form. These forms allow Mercy to treat you as a patient, file with your
insurance carrier and have your carrier make payments directly to Mercy.
In addition, Medicare recipients will receive a handout entitled “An
Important Message from Medicare” that gives important information
and lists telephone numbers.
Billing and Insurance: Billing Information
FINANCIAL PAYMENTS
49
Mercy requests that the patient portion of charges be paid at the time of
registration. The amount you pay depends upon the insurance coverage
you have. Most policies require patients to pay a deductible along with a
flat-fee or a percentage of the remaining cost of services (co-payment).
Mercy will make every attempt to verify your insurance benefits prior to
service. If possible, we will inform you of the approximate amount you
will owe and arrange for payment. Mercy accepts cash, personal checks,
MasterCard, Visa and Discover. Regardless of a patient’s ability to pay,
Mercy will perform services that are indicated to be medically necessary.
Pre-Certification
Many insurance plans have pre-certification requirements. Generally,
patients or their physicians are responsible for obtaining precertification; most insurance carriers will not accept pre-certification
from a hospital. To avoid penalties or reduction of payments, please call
your insurance carrier or employer for specific information.
Billing Statements
In some cases, you will receive multiple statements for a single date of
service. This is because many insurance carriers require specific billing
information in order to process claims according to their requirements,
and some Mercy departments use separate billing statements. (For
example, a patient admitted through the Emergency Department may
receive separate statements for the emergency medicine physician’s fees,
the radiologist’s professional fees and Mercy lab services.)
Hospital Statements:
Mercy will send a summary statement of charges incurred by a patient
no later than 30 days after care is provided. This statement will be mailed
to the person responsible for payment (the guarantor). The amount
billed to the insurance carrier will be reflected on the statement.
Mercy will mail a follow-up statement after receiving the insurance
payment. Typically, the insurance carrier will send you an explanation
of benefits that explains the amount paid to Mercy and details the
remaining portion of the bill that is your responsibility to pay. If you
have questions about your bill or will have difficulty paying the balance
in full, please call Customer Service at (515) 247-4199.
Physician Statements:
In addition to billing statements from Mercy, you will receive a bill from
your physician. Any balance pending with your insurance carrier will not
be represented on the billing statement. Statements are mailed every 30
days. If you have questions about your bill or will have difficulty paying
the balance in full, please call Customer Service at (515) 247-4199 to set
up a reasonable payment arrangement. If payments are not received, your
account may be forwarded to a collection agency.
Billing and Insurance: Billing Information
The hospital utilizes a company that acts on behalf of Mercy in the
event that follow-up is required on your account. This is not a collection
agency. In many instances, the company simply needs to obtain
additional insurance information that was missed or not given at the
time of registration. If no further insurance is available, or if there has
been an insufficient payment, every effort will be made to work with you
to arrange for payment. If the efforts are unsuccessful, your account may
then be forwarded to a collection agency.
50
Understanding Your Insurance
Depending upon your health insurance policy and coverage level, your
insurance carrier may not pay for all the medical services you receive.
You will be responsible for paying for any services not covered by
insurance.
Most insurance carriers routinely audit some of their claims. If
your carrier selects your claim, you may experience a delay in your
claim being paid. Mercy will work with your carrier to provide any
information needed to complete the audit, but we have no control over
the length of time it may take to complete the process.
Billing and Insurance: Understanding Your Insurance
MEDICARE
51
Mercy will bill Medicare on your behalf for services rendered. You
are responsible for any applicable deductibles, co-payments or
other amounts not paid by Medicare. For your convenience, your
supplemental carrier will be billed directly for any balances following
Medicare’s payment.
Medicaid
Mercy requires all Medicaid patients to present a current eligibility card
at the time of registration. Without verification of coverage, you will be
responsible for payment of your entire account.
Once we have the necessary information, we will bill Medicaid on your
behalf for services rendered. You will be responsible for non-covered
portions and additional fees or costs associated with your individual
coverage.
Commercial/Private Insurance
Mercy will bill your insurance carrier if you have provided us with all
necessary policy information. In the absence of this information, you
will be responsible for payment of your entire account.
Mercy’s fees are accepted by most insurance plans as “usual, customary
and reasonable.” In the event that your insurance carrier is not prompt in
making payment, Mercy may request your assistance in contacting your
carrier for payment. In cases where services are declined for payment,
you will be responsible for your bill.
Workers’ Compensation
In order for Mercy to bill your employer on your behalf for services
rendered as a result of a work-related injury, your employer must
approve workers’ compensation coverage prior to your registration.
Mercy will not become involved in disputes between you and your
employer other than to supply factual information.
Third-Party Liability
No Insurance
For patients without insurance who meet income guidelines, Mercy offers
a discount in total charges for 120 days following delivery of care. An
application for the discount is required and may be obtained by calling
Customer Service at (515) 247-4199.
Discounted charges are not available to patients who have insurance
coverage (such as Medicare, Medicaid, health savings accounts, health
reimbursement accounts, or commercial/private insurance) or to
patients who qualify for Mercy’s Financial Assistance program. The
discounts are also not applicable to meet a patient’s co-payments or
deductibles. After receiving the discount, payment in full or acceptable
payment terms must be made within 120 days. After that, full charges
apply.
Billing and Insurance: Understanding Your Insurance
If you have been injured in some manner, whether through an
automobile accident, fall, etc., Mercy will bill your health insurance first,
then the liability carrier you specify for any deductible or co-payments
your health insurance did not pay. Although another party may have
some legal responsibility for your injuries, this is a matter between
you, your attorney and the party responsible for the injury. If you are a
Medicare or Medicaid recipient, health care laws require us to bill the
liability carrier first, then Medicare or Medicaid.
52
Financial Counselors
Mercy has trained financial counselors available to discuss your
individual needs. If you do not have insurance or will have difficulty
paying your bill, the counselors can assist you in making payment
arrangements, review your eligibility for Mercy’s Financial Assistance
program or, in case of hospital admission, help you apply for public
assistance or refer you to another facility. To speak with a financial
counselor, please call (515) 247-3174.
All patients who come to Mercy will receive necessary medical care, and
the delivery of care will never be based on a patient’s ability to pay.
Customer Service Line
Billing and Insurance: Financial Counselors
If you have questions or concerns about your bill, or if you will have
difficulty paying the balance in full, please call the Customer Service line
at (515) 247-4199.
53
6
Going Home
55 | Hospital Discharge
57 | Additional Mercy Services
54
Hospital Discharge
At Mercy, all members of a patient’s health care team are responsible
for helping with the discharge planning process.
For your convenience, an anticipated discharge date will be
determined as soon as possible. This date may change based on your
condition and required treatment. Your physician will work with your
nurses, case manager and other caregivers to develop your discharge
plan, which will include information about follow-up appointments;
medications; signs and symptoms to watch for; and any other medical
instructions you will need to follow.
Your nurse, along with our Care Coordination team of social workers
and patient care managers, will also take into consideration any special
services you may need to help you care for yourself after leaving the
hospital – such as home nursing care, medical equipment or physical
therapy – and help you arrange for those services.
Because you are an important member of your health care team, we
encourage you to participate in your discharge planning and ask any
questions or identify any concerns you may have.
Going Home: Hospital Discharge
Things to Consider Before GOING HOME
55
Before you are discharged from the hospital, there are a number of
things that you and your health care team should discuss in order to
ensure all your medical needs are met. The answers to these questions
will help shape your individualized discharge plan:
• What are your plans after discharge? Will you be able to return to
your previous living arrangements?
• How will you be transported from the hospital? Will you need
special assistance?
• What services do you feel you may need after discharge (i.e.,
caregiver assistance, home care, medical equipment, skilled
placement, assisted living)? Are you able to take care of yourself and
are you comfortable being alone?
• Are there any activity restrictions or dietary limitations you will
need to follow?
• Do you know who to call with questions about discharge?
STEP-BY-STEP DISCHARGE PROCESS
Please note, the entire discharge process may take up to two hours to
complete from start to finish.
1. Your physician will write orders for you to be discharged.
2. Your physician will write prescriptions for medications you need.
3. Your nurse will complete your discharge paperwork and inform
you of any follow-up appointments that need to be made.
4. Your nurse will review your specific written discharge plan to make
sure it is complete.
5. Your nurse will discuss your written discharge plan with you and
go over the steps you will need to follow after leaving the hospital.
6. You will sign the paperwork, stating you understand the discharge
plan.
7. Your nurse will provide you with copies of the plan.
LEAVING THE HOSPITAL
If someone else will be picking you up when you are discharged, please
ask him or her to use visitor parking or valet service before coming to
your room. Vehicles should not be left unattended in fire lanes or valet
service lanes.
When you are ready to leave, your nurse or a member of the patient
transport team will escort you to the hospital’s Main Entrance. If you
utilized the hospital’s valet service upon admission, you will have been
given a claim ticket. Give this ticket to the valet attendant and your
vehicle will be brought to you promptly.
Going Home: Hospital Discharge
8. Your nurse will provide you with copies of all prescriptions your
physician has written. For your convenience, you may fill them at
one of Mercy’s Outpatient Pharmacies before you leave.
56
Additional Mercy Services
MERCY HOME RESPIRATORY CARE & MEDICAL SUPPLY
Mercy Home Respiratory Care and Medical Supply offers the latest in
home oxygen and medical equipment for your home. Its two locations
are staffed by experts in the installation and operation of home medical
equipment, including licensed respiratory therapists. Equipment and
supplies are available – including home oxygen equipment, CPAP/BiPAP
sleep equipment, hospital beds, wheelchairs, walkers and canes, enteral
food pumps, apnea monitors and more.
Mercy Home Respiratory Care and Medical Supply is located at 1190 6th
Avenue in Des Moines (directly across from Mercy’s Central Campus),
and at 1449 NW 128th Street, Suite 200, in Clive (this location only
offers CPAP/BiPAP sleep equipment). For more information, please call
(515) 282-6902 or (515) 358-9750.
Going Home: Additional Mercy Services
Pain Management at Home
57
Be sure to take any pain medication as prescribed by your physician. If
your pain medicine does not seem to be working, call your physician to
determine if it needs to be adjusted or changed.
Mercy offers a variety of pain services including Pain Management
Nurses and the Mercy Center for Pain Medicine. If you have questions
about these services, please call your physician for a referral or call the
Center for Pain Medicine directly at (515) 247-3150.
Mercy Home Health SERVICES and Hospice
Mercy offers Home Health and Hospice services to patients and their
families who require additional nursing care. The following types of
service are available:
• Mercy Home Health Services provides comprehensive nursing and
rehabilitation services to individuals in their homes. Many insurance
companies cover most or all of the expenses. For more information,
please speak to your physician or call (515) 643-8383.
• Mercy Private Care provides patients with a private-duty, certified
nursing assistant or homemaker/health aide in the hospital or
at home. Most insurance companies do not cover private duty
expenses for nursing assistants. For more information, please speak
to your physician or call (515) 247-3851.
• Mercy Hospice is an end-of-life care program for terminally ill
individuals and their families. Care can be provided in a patient’s
home, in a hospital or nursing facility, or in Mercy’s residential
hospice facility in Johnston. Insurance coverage for types of hospice
care varies by carrier. For more information, please speak to your
physician or call (515) 643-8400.
Lifeline
Lifeline is a personal emergency response system that enables individuals
with medical problems or disabilities to live independently in their
own homes while having access to emergency assistance 24 hours a
day. Emergency personnel can be summoned by pressing a button on
a pendant that can be worn as a wrist band or around your neck. Call
(515) 247-3233 for information.
Senior Health Insurance
Mercy Wound Care Services
Approximately five million Americans suffer from chronic wounds.
Many of these wounds have been open for months before patients seek
professional help. In the hospital, certified wound care nurses assist
providers with the management of difficult wounds. In the outpatient
setting, the Wound Treatment Center provides wound care and
management by specially trained staff. Nurses can also visit patients
at home or in nursing facilities. Call (515) 247-3057 for additional
information.
Going Home: Additional Mercy Services
The Senior Health Insurance Information Program (SHIIP) provides
seniors with free counseling about health insurance questions. Trained
volunteers are available to help you understand health insurance
information and regulations. Mercy’s SHIIP office is in the Volunteer
Services Department. Call (515) 643-2425 to schedule an appointment.
58
7
Important Numbers
To access an outside line from within the hospital, dial “9” and then the
telephone number. To access an in-house number, simply dial the last
five digits of the number.
CENTRAL CAMPUS
Main Number ................................................................(515) 247-3121
Administration ..............................................................(515) 247-3222
Billing Information .......................................................(515) 247-4199
Center for Pain Medicine ..............................................(515) 247-3150
Chaplain/Pastoral Care .................................................(515) 247-3238
Environmental Services/Housekeeping ..........................(515) 333-7442
Financial Counseling .....................................................(515) 247-3174
Foundation ....................................................................(515) 247-3248
Gift Shop ....................................................................... (515) 247-3084
Interpretation Services ..................................................(515) 247-8255
Levitt Medical Library ...................................................(515) 247-4189
Little Miracles Lactation Boutique ...............................(515) 358-2080
Lost and Found ..............................................................(515) 247-3111
Medical Records ............................................................(515) 247-4147
Mercy Nurse ..................................................................(515) 243-2584
Operator .........................................................................(515) 247-3121
Outpatient Pharmacy ....................................................(515) 643-4429
Pain Clinicians ...............................................................(515) 247-3126
Pastoral Care ..................................................................(515) 247-3238
Patient Representative ...................................................(515) 643-2861
Public Safety ..................................................................(515) 247-3111
Room Service .................................................................(515) 244-4444
Social Services ................................................................(515) 247-3263
Volunteer Services .........................................................(515) 247-3128
59
To access an outside line from within the hospital, dial “9” and then the
telephone number. To access an in-house number, simply dial the last
five digits of the number.
MERCY WEST LAKES
Main Number ................................................................(515) 358-8000
Administration ..............................................................(515) 358-8113
Billing Information .......................................................(515) 247-4199
Center for Pain Medicine ..............................................(515) 247-3150
Chaplain/Pastoral Care .................................................(515) 247-3238
Environmental Services/Housekeeping ..........................(515) 358-8161
Financial Counseling .....................................................(515) 247-3174
Foundation ....................................................................(515) 247-3248
Gift Shop ....................................................................... (515) 358-8071
Interpretation Services ..................................................(515) 247-8255
Lost and Found ..............................................................(515) 247-3111
Medical Records ............................................................(515) 358-8127
Mercy Nurse ..................................................................(515) 243-2584
Operator .........................................................................(515) 358-8000
Pain Clinicians ...............................................................(515) 247-3126
Pastoral Care ..................................................................(515) 247-3238
Patient Representative ...................................................(515) 643-2861
Public Safety ..................................................................(515) 247-3111
Room Service .................................................................(515) 244-4444
Social Services ............................................................... (515)358-0072
Volunteer Services .........................................................(515) 247-3128
60
Patient Handbook
Welcome to Mercy Medical Center – Des Moines
9310-042-bklt 03-15-11

patient handbook - Mercy Medical Center

Transcription

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