EASE THE TRANSITION - Willis

Transcription

wkhs.com
April - August 2014
EASE THE
TRANSITION
From Hospital
to Home
KNOW
YOUR TEAM
And Stay
Informed
STAY SAFE
HOW TO:
n Stop Falls
n Fight Infections
Telephone Directory
Patient Guide
In this Guide
Welcome to Willis-Knighton 2
During Your Stay
3-8
Admission3
Discharge3
Room3
Valuables3
What You Need
3
Electrical Appliances
3
Telephone4
Nurse Call
4
Your Healthcare Team
4
6
Patient Meal Times
Cafeteria6
Vending6
Interpreters and Telephonic Devices 6
6
Nutritional Services
Mail & Deliveries
6
Security7
Television7
Smoking7
Wi-Fi7
Lost and Found
7
ATM7
Television Channel Guide
8
CORPORATE ADDRESS
2600 Greenwood Road
Shreveport, LA 71103
Rights & Responsibilities 9-14
Keeping You Safe
15-19
Do You Have Pain?
19-20
Visitors Welcomed
20-22
Don’t Leave Until...
23-25
Preparing for Discharge 26-28
For the Caregiver29
Telephone Directory
30-31
Organ Donation
32
Gold Star Nomination
33
Durable Power of Attorney 34-35
Living Will Declaration
36
Games
37-39
Medication Tracker
40
Licensing, Accreditation and Memberships
Licensing
Willis-Knighton facilities are licensed by the State
of Louisiana Department of Health and Hospitals
Certification
United States Department of Health and Human
Services (for participation in Medicare)
Accreditation
Willis-Knighton Health System is accredited
by The Joint Commission. It is important that
all concerns by patients, practitioners and
employees are addressed. If you have reported
concerns about quality or safety that have
not been resolved within the health system,
you may contact TJC by email at complaint@
jointcommission.org or by phone at 800-994-6610.
Affiliations
The Health System is affiliated with Louisiana
State University Health Sciences Center Shreveport.
Memberships
Voluntary Hospitals of America,
a preeminent, not-for-profit health organization
spanning the nation.
American Hospital Association
Louisiana Hospital Association
Northwest District of Louisiana Hospital Association
Southeastern Hospital Conference
Governance 100 Healthcare Forum
wkhs.com :
1
Welcome to Willis-Knighton
Mission Statement
To continuously
improve the health
and well-being of the
people we serve.
Non-Discrimination
Policy
No program or activity
administered by WillisKnighton Medical Center,
or any of its affiliated
entities that receives
federal assistance, shall
exclude from
participation, deny
benefits to, or subject any
person to, discrimination
in patient admissions,
room assignments and
patient services for
reasons of race, color,
national origin, religion,
sex, age, physical or
mental handicap or other
protected status.
Willis-Knighton Medical
Center’s policies are
designed to ensure
compliance with Title VI
of the Civil Rights Act
of 1964.
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Thank you for choosing Willis-Knighton for your
healthcare. Each of our hospitals has warm and caring
doctors, nurses and support staff, all committed to
giving you quality healthcare. We want your stay
to be as pleasant as possible as we work to improve
your health. This guide should answer many of the
questions you have about your stay. If you have others,
please ask an employee for assistance.
We are pleased to be able to provide you with a
level of care that has been nationally-recognized for
excellence. We want you to know that your comfort
and care are our top priorities. We look forward to
working together to return you to good health.
James K. Elrod
President & CEO
Willis-Knighton Health System
Jaf Fielder
Vice-President and Administrator
Willis-Knighton Medical Center
Keri Elrod
Willis-Knighton South
Cliff Broussard
WK Bossier Health Center
Sonny Moss
WK Pierremont Health Center
: PHYSICIAN REFERRAL 318-212-9562 During Your Stay
We want your stay at Willis-Knighton to be as
pleasant as possible. Please review this information so
that you will know what to expect when you are here.
Admission
When you are admitted, you will be given a wristband.
You must wear this wristband throughout your
stay so you can be appropriately identified before
care is administered.
Discharge
Any patient, physician or staff may request a discharge
planning evaluation during a hospital stay. Staff from the
Care Management Department are available to assist
you with coordinating your discharge planning needs.
Room
Your room will be determined based on several factors,
including your doctor’s orders, the type of care you
need and room availability. Critically ill and emergency
patients receive immediate attention and first priority
for admission. Your last name, first initial and physician’s
name will be on the room identification card outside
your door unless you request otherwise. No diagnostic
information will be included.
Valuables
What You Need
Most of what you
need will be provided
for you, though many
want their own pajamas
or nightgown.
You should bring:
■ Toothbrush
■ Toiletries
■ Robe/Slippers
■ Dentures
■ Eyeglasses
or Contact Lenses
■ Hearing Aid
■ CPAP
Electrical Appliances
Do not bring any
electrical appliances
such as hair dryers,
curling irons, razors, or
radios. Only batteryoperated devices are
permitted in patient
rooms.
If you have valuables, such as jewelry and cash, please
give them to a relative or friend to take care of during
your stay. If you have no one to take them, ask a nurse
on duty to lock them away. You can reclaim them when
you are discharged. Contact lenses, eyeglasses, hearing
aids and dentures should be stored in your bedside stand
when not in use. Please don’t put them on your bed
or food tray—they may be damaged or lost. WillisKnighton cannot be responsible for lost or stolen items.
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During Your Stay
Telephone
To get an outside line,
press “9” and the number.
Please refer to the
telephone directory on
pages 30-31 for numbers
you might need. TDD
devices are available
for hearing-impaired
patients. Ask a nurse if
you need these devices.
Nurse Call
Your bed has a Nurse Call system. Press the Nurse Call
button to let us know you need assistance. Someone will
speak to you over an intercom to take your request.
Your Healthcare Team
Many different people may provide care to you. No
matter how simple or complex your treatment is, they
will keep you fully informed. Feel free to questions at
any time.
Medical Staff
The medical staff at Willis-Knighton consists of
hundreds of physicians in a variety of specialties who
offer the services of our health system to their patients.
When you are hospitalized, your physician will direct
your care, admitting you and issuing orders for your
care and treatment. Your physician may consult with
other physicians and will determine which tests you
require, what treatment you will receive and what
medications you need. Your doctor will determine
when you are ready to be discharged.
Some physicians prefer to have a hospitalist direct
care for their patients who are hospitalized. Hospitalists are physicians who have specialized in a primary
care area. They do not see patients in the office. Instead,
they focus on caring for patients who are in the hospital.
If your personal physician asks a hospitalist to care
for you while you are hospitalized, the hospitalist will
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direct your care and, when you are discharged, return
you to your personal physician for follow-up care.
Some physicians on the Willis-Knighton medical
staff are part of the Willis-Knighton Physician
Network, meaning that they are part of the health
system. Other physicians are independent doctors or
private practitioners who provide services at WillisKnighton. Others are teaching physicians at LSU
Health Sciences Center - Shreveport. Still others are
resident physicians who are working with teaching
physicians as they complete postgraduate education in
specialized fields.
Technicians and Technologists
Skilled health professionals perform a variety of services
that support diagnosis or treatment activities. These
include X-rays, MRIs, CT scans, lab tests, breathing
treatments, physical therapy and other similar procedures.
Care Management/Social Work
When you are in the hospital, you may be overwhelmed,
even frightened, and wonder what resources are
available to you. You may wonder who will care for
you when you leave us or who will care for those who
depend on you. You may be concerned about financial
resources if you cannot return to work. You may worry
about how you will cope with the results of your illness
or accident. Social workers and case managers can help.
They can offer encouragement and practical solutions
and can help you make arrangements. A social worker/
case manager is available from 8:00 a.m. to 4:30 p.m.
daily. Their numbers at each hospital are found on pages
30-31. If you need help after 4:30 p.m., ask the hospital
operator to page a social worker/case manager for you.
Nursing Staff
Nurses are at the heart
of healthcare for patients
hospitalized at WillisKnighton. The nursing
staff will work closely
with your physician to
coordinate all aspects of
your care. A registered
nurse is responsible
for supervising patient
care and directing the
nursing staff on each
unit. The nursing staff
includes registered
nurses, licensed
practical nurses, certified
nursing assistants and
clerical staff.
Spiritual Life (Pastoral Care)
Spiritual care can be an integral part of the healing
process. Clergy of all faiths are welcome to visit their
members. If you need assistance contacting your clergy
or wish to speak to someone who can pray with you for
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During Your Stay
Patient Meal Times
Breakfast
7:00 a.m. to 8:00 a.m.
Lunch
11:00 a.m. to 12:00 noon
Dinner
4:30 p.m. to 5:30 p.m.
Cafeteria
A cafeteria is available at
all four hospitals. Review
a list of meals available
and hours for each on
page 22.
Vending
Snacks and soft drinks
are available 24 hours a
day at vending areas in
all hospitals.
healing, the Spiritual Life Services Department can
help. Just call 318-212-2188 to make your request.
The Spiritual Life Department offers a confidential
Prayer Line. You can leave a message with your prayer
request and a member of the Spiritual Life Services
Department will be praying for you. To access
this service, call 318-212-PRAY (7729) or email
[email protected]. In addition, you can visit
the Spiritual Life Services Department on the WillisKnighton website for access to prayers and words
of comfort from various faith groups (wkhs.com\
patients\spiritual).
Interpreters and Telephonic Devices
We are committed to providing good communication
processes for all patients. If you require help, it will
be provided at no charge and in a timely manner. It is
important to let us know your language preference. To
ensure effective communication with patients who are
deaf, hard of hearing or who do not communicate in
English, Willis-Knighton provides appropriate auxiliary
services. If you need communication assistance, please
notify your nurse.
Nutritional Services
Each day you will receive a menu for three meals. Mark
the items you prefer. A food service representative will
collect your choices daily. If you are on a restricted diet,
you will be given an appropriate menu.
If you cannot be left alone and your loved one cannot
be relieved for meals, a guest tray can be ordered. The
guest tray will be served with your meal. Each guest tray
will be charged to your hospital bill at a cost of $5. As a
courtesy to the parent or guardian of pediatric patients
under age 12, one guest tray per meal is provided at no
charge.
Mail & Deliveries
Mail, flowers or other gifts will be delivered to your
room. After you leave the hospital, mail that arrives for
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you will be forwarded to your home address. Other
deliveries will not be accepted. Patients in intensive
care and isolation are not permitted to receive flowers
due to infection control concerns.
Security
Willis-Knighton has a full-time security staff that
regularly patrols the parking lots and buildings. Your
visitors leaving the hospital during the evening may call
the operator to request an escort to the parking area.
Television
The television is provided for your convenience.
While viewing television, please keep the volume as
low as possible to avoid disturbing other patients.
If you need help operating the television, ask a member
of our staff. Cable channel numbers are found on
page 8. If you are hearing-impaired, closed captioning
is available. Notify your nurse if you need this.
Smoking
Smoking is not permitted in the hospital (this includes
e-cigarettes), and is only permitted in designated areas
on each campus. The decision to quit smoking is an
important step in becoming healthier. If you need
help to quit smoking, ask your nurse to have Social
Services tell you about the WK Quit program or call
318-212-4450 for more information.
Preparation is the key to quitting. Here are the steps:
■ Set a Quit Day
■ Remind yourself of your personal reasons to quit
■ Become aware of what tobacco is doing to you
■ Monitor your habits (keep a record)
■ Learn about and prepare for withdrawal symptoms
■ Gain support from family, friends and loved ones
■ Reward yourself and relish the benefits
■ Practice new coping skills
■ Practice relapse prevention
Wi-Fi
Wireless service is
available for patients
and visitors who wish
to access the Internet.
Like other public access
locations, the guest
wireless network is
not secure. Please take
precautions when
using this service as
the information could
be intercepted by
another wireless user.
A computer or wireless
device, like any valuable,
is at risk if not secured.
Willis-Knighton does not
accept responsibility for
the personal equipment
of patients and visitors.
Lost and Found
Contact the switchboard
for Lost and Found
assistance. We keep lost
items for 60 days.
ATM
An ATM is located in the
lobby of each hospital.
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During Your Stay
Television Channel Guide
Our television receives basic and expanded channels from the local cable
provider. Below are the channel numbers for some of the most popular
channels. Please note that the channels are different for Shreveport and Bossier.
Station
KTAL
KTBS
KSLA
KLTS/PBS
KMSS/FOX
KPXJ/PAX
KSHV/WB/UPN
Discovery Channel
TBS Superstation
USA
A&E
CNN
Lifetime
ESPN
Fox News
TNT
History Channel
American Movie Classics
MSNBC
USA
The Learning Channel
WKTV
MedSerenity
Newborn Channel
Newborn Channel Spanish
ShreveportBossier
44
75
1310
1113
88
107
99
16
33
15
20
1829
4234
2440
2223
3124
27
42
1730
52
43
55
36
2855
1829
51
44
9595
9898
96
96
97
97
During your stay, we encourage you to watch Channel 95. WKTV provides
valuable insight and information 24 hours a day to help you take an active role
in your own care. The Newborn Channel offers essential information for new
mothers and is also available in Spanish.
8
: PHYSICIAN REFERRAL 318-212-9562 Rights & Responsibilities
As a patient, you have the right to
respectful and considerate care. In
addition, there are specific rights and
responsibilities you have during your stay.
These rights are listed below. In
addition, copies are posted throughout
the health system. These rights represent
our commitment to your care, comfort
and safety while in the hospital.
limited period of time to protect you
or others from injury.
■T
o refuse medication and treatment
to the extent permitted by law
and to be informed of the medical
consequences of this act. When the
refusal of treatment by you or your
legally authorized representative
prevents the appropriate care according
to ethical and professional standards,
the relationship with you as the patient
Medical Care
may be ended after reasonable notice.
Patients have the right:
■T
o know the identity and professional ■ To expect and receive appropriate
status of people providing service
assessment, management, and
to you and know which physician
treatment of pain as an integral part
or other practitioner is primarily
of your care.
responsible for your care.
■T
o refuse participation in clinical
Communication and Information
training programs or the gathering of Patients have the right:
data for research purposes that affects ■ T
o be informed of the names and
your care.
functions of all physicians and
■T
o be informed of your rights in
other healthcare professionals who
advance of furnishing or discontinuing
are providing direct patient care
patient care whenever possible.
to you. These people will identify
■T
o impartial access to treatment or
themselves by introduction or by
accommodations that are available
wearing a name tag.
■
or medically indicated, regardless of
To have access to people outside the
hospital by visitors and by verbal and
age, race, handicap, color, creed, sex,
national origin, religion, disability,
written communication.
■ To receive, as quickly as possible, the
veteran or other protected status or
source of payment for care. services of a translator or interpreter
■T
o considerate, respectful care at
to aid in communication with
all times and under all circumstances,
healthcare personnel if you do not
with recognition of your personal
speak or understand the language
dignity.
most often spoken in the community.
■T
■ To request and receive itemized and
o receive care in a safe setting,
and be free from all forms of abuse
detailed explanations of your total
or harassment.
hospital charges for services rendered
■B
e free from restraints, unless they
in the hospital, regardless of source of
are authorized by a physician for a
payment for your care.
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Rights & Responsibilities
■ To receive timely notice prior to
termination of your eligibility of
reimbursement by any third partypayer for the cost of your care.
■ To be informed of the hospital policy
and procedures regarding life-saving
methods and the use or withdrawal of
life-support mechanisms.
right to be informed by the physician
and caregivers of any available and realistic care options following discharge
from the hospital.
Privacy and Confidentiality
You have the right to personal
privacy and to confidentiality of your
clinical records.
Consent for Treatment/Procedures Privacy applies in many ways,
therefore you have the right to:
You (or your representative) have the
■ Have a family member/support
right to make informed decisions
about your care.
person of your choice and your own
physician notified promptly of your
Your rights include:
■B
eing informed of your health status
admission to the hospital
■B
■ Refuse to speak with or see anyone
eing involved in care planning
and treatment
not officially connected with the
■B
eing able to request or
hospital, including visitors, or
refuse treatment
persons officially connected with
This right must not be construed
the hospital but who are not directly
as a means to demand treatment
involved in your care
■ Wear appropriate personal
deemed medically unnecessary
or inappropriate.
clothing and religious or other
■T
o give informed, written consent
symbolic items, as long as they
before the start of specific nondo not interfere with diagnostic
emergency procedures, treatment,
procedures and treatment
■
or investigational services only after
Be interviewed and examined
in surroundings designed to
a physician has explained – in terms
that you understand – specific details assure reasonable visual and
about the recommended procedure
auditory privacy
■ Have a person of your own sex
or treatment.
present during certain parts of a
physical examination, treatment,
Transfers
You will not be transferred to another
or procedure performed by a health
facility unless you have received a
professional of the opposite sex;
complete explanation of the need for,
and the right not to remain
risks, benefits, and alternatives to such
disrobed any longer than is
a transfer. In addition, the transfer has
necessary to accomplish the medical
to be accepted by the hospital agreeing
purpose for which you were asked
to accept you as a patient. You have the to disrobe
10
■E
xpect that any discussion of consul-
tation involving your case will be conducted discreetly and that individuals
not directly involved in your care will
not be present without permission
■H
ave your medical record read only
by individuals directly involved in
your treatment or monitoring of
its quality for regulatory purposes.
Your medical record may be read by
other people only on your written
permission or that of your legally
authorized representative
■E
xpect all communications and
other records pertaining to your care,
including the source of payment for
treatment, to be treated as confidential, except in cases such as suspected
cases of abuse or public health hazards
where reporting is permitted by law
■A
ccess information contained in your
clinical records within a reasonable
time frame
■P
rivacy as it relates to regulations as
specified in HIPAA regulations
When it is not medically advisable to
give such information to you,
that information should be made
available to an appropriate family
member/support person or legally
authorized individual
■R
eview the records pertaining to
your medical care and to have the
information explained or interpreted
as necessary, except where restricted
by law
■C
onsult with a specialist at your
own expense
■B
e informed of the hospital policies
and procedures that relate to patient
care, treatment and responsibility
applicable to your conduct as a patient
■E
xpect reasonable responses to
requests and appropriate and
medically indicated care and services
Conflict of Care Issues – Ethics
You as the patient have the right to
fair treatment conducted in an honest,
decent and proper manner. You have
the right to participate in ethical
Patient Information/Decisions
questions that arise in the course of
You and your loved ones have the right your care, including issues of conflict
to be informed about the outcomes of
resolution, withholding resuscitative
care, including unanticipated outcomes. services, forgoing or withdrawal of lifeAs the patient, you have the right to:
sustaining treatment and participation in
■P
articipate in development and
investigational studies or clinical trials.
implementation of your plan of
If you have ethical issues that cannot be
care, including pain management
resolved with a department, please notify
and are encouraged to obtain from
the nursing supervisor who will contact
the Ethics Committee chairman.
your physician and other direct
care providers relevant, current and
Sources of Information: Code of Federal
understandable information about
Regulations 42CFR482.13, 10-21-2002
your diagnosis, treatment, and
AHA. A Patient’s Bill of Rights,
prognosis (to the degree known).
10-21-1992
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Complaints/Grievances
Our mission at Willis-Knighton is
to continuously improve the health
and well being of the people we serve.
While we strive to provide you with
the best possible care, we understand
there may be times when you have
a complaint. You have the right to
express your concerns or complaints,
and we appreciate the opportunity
to help you and correct difficulties
whenever possible. Complaints or
grievances may be directed to the
nursing supervisor, administrative
personnel, or compliance hotline at
1-888-884-2499 for investigation and
resolution. Hospital administrators
can be reached by calling the main
number of the hospital as listed on
page 30. The main numbers
are answered 24 hours a day, 7 days
a week. We will respond to you as
quickly as possible.
We ask you to give us every
opportunity to resolve your complaint.
If you do not feel it has been resolved
to your satisfaction, you may contact
the Louisiana Department of Health
and Hospitals as well as or instead of
using the hospital’s process for filing a
complaint. The telephone number is
1-866-280-7737. The address is DHH,
Health Standards Section, P.O. Box
3767, Baton Rouge, LA 70821.
If a complaint concerns premature
discharge or termination of benefits for
Medicare patients or for questions about
Medicare rights, patient may contact
eQHealth Solutions, Inc., Medicare
Rights Hotline at 1-800-433-4958.
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The address is eQHealth Solutions, Inc.
8591 United Plaza Blvd., Suite 270,
Baton Rouge, Louisiana 70809.
What are Your Advance Directives?
You have the right to make decisions
about your own medical treatment.
These decisions become more difficult
if, due to illness or a change in mental
condition, you are unable to tell your
doctor and loved ones what kind of
healthcare treatments you want. That
is why it is important for you to make
your wishes known in advance.
Here is a brief description of these
types of directives:
Durable Power of Attorney
for Healthcare (Also known as a Medical
Power of Attorney)
In this document you name a person as
your healthcare representative to make
healthcare decisions on your behalf
when you are unable to make them.
Your proxy can interpret your wishes
to your physician when you are unable.
In order for us to honor your advance
directives, we must have a copy of the
documents in your chart so that we
can honor your wishes.
If you, (an adult), have not made
decisions regarding your treatment
in the event you are diagnosed with a
terminal and irreversible condition and
are unable to make medical decisions
for yourself, you are permitted by law
to make this declaration by designating
a person to make medical decisions
on your behalf. In such a situation, the
named person may execute a Durable
Power of Attorney for Healthcare
Decisions (the person does not need to
be a lawyer). This person may also be
called your Healthcare Surrogate.
Advance Directive (or Living Will)
In this document you provide
written instructions about the type
of healthcare you would want or
not want performed for you under
various circumstances.
You will be asked on admission
to Willis-Knighton Health System
whether or not you have an Advance
Directive, and if so, to provide it to your
nurse. A copy will be made part of your
medical record. If you do not have an
advance directive, we urge you to discuss
this with your physician, family/support
person, and clergy so your wishes for
treatment are understood by all.
Example forms are available if you
wish to complete one while you are in
the hospital. These forms are written for
the general public and may not meet
your specific needs. You may want to
speak with your attorney for a document that meets your specific needs.
Willis-Knighton is committed to
providing the best possible healthcare
to all patients, regardless of their wishes
about life support or advance directive.
Contact your patient representative,
social worker/case manager, nurse or
physician with questions you may have.
Withholding of Resuscitative Services
(Withholding/Withdrawing Life
Support Procedures)
You as the patient have the right to
request the withholding of resuscitative
services and the withholding or withdrawing of life-sustaining procedures.
Your rights will be respected in accordance with hospital policies.
Patient Responsibilities
You are responsible for following
hospital rules and regulations affecting
patient care and conduct. While in the
hospital we ask that you:
■B
e considerate of the rights of other
patients and hospital personnel
■A
ssist in the control of noise
■ Limit your visitors
■F
ollow no smoking policy
■B
e respectful of the property of other
persons in the hospital
■B
e responsible for any item of your
bill not covered by your insurance
■P
rovide an Advance Directive (Living
Will or Durable Power of Attorney,
etc.) or advise the hospital that there is
no Advance Directive.
Providing Correct Information
You must provide, to the best of your
knowledge, accurate and complete
information about present complaints,
past illnesses, medical history,
hospitalizations, medication and other
matters relating to your health. You need
to report unexpected changes in your
condition to your doctor or nurse.
Asking Questions
Ask questions when you do not
understand care, treatment or what
you are expected to do.
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Following Instructions
Notes & Questions
Follow instructions and medical orders
__________________
from the doctor, nurse and other allied
health professionals who carry out
__________________
coordinated plans for your care based
__________________
on your doctor’s orders.
Keep appointments or notify your
__________________
healthcare professional or hospital if
__________________
you are unable to do so.
Refusal of Treatment
It is your right to refuse treatment.
Refusing treatment however, may
result in a longer hospital stay and/or
may adversely affect your health and
recovery process.
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__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
: PHYSICIAN REFERRAL 318-212-9562 Keeping You Safe
Your safety is one of the highest
priorities at Willis-Knighton. We
continuously work to maintain the
highest safety standards for healthcare
in our hospitals. You, along with your
family, friends and support persons, play
a critical role in enhancing your care.
Take an Active Role in Your Care
■M
edications – Your healthcare
providers need accurate and complete
information about all the medications
you are taking. Keep an up-to-date list
and share that list with your healthcare providers at the hospital. Include
all medications, the dosage of each,
and how frequently you take them.
Don’t forget about any over-the-counter medications as well as any herbs or
vitamins. Ask about any medication
you are given, especially if it is not
familiar to you. Let someone know
if you do not feel well after receiving
a medicine.
■C
leanliness – Clean hands are essential to prevent infections. Hospital
employees should wash their hands or
use hand foam before and after every
contact with a patient. Ask your caregivers if they have washed their hands.
■W
atch for confirmation – To ensure
that proper care is being provided to
the right patient, you will be asked
for your name and date of birth many
times. Staff may check your armband,
too. When blood is drawn, X-rays are
taken, or medications are given, your
name and date of birth will be verified.
■P
ay attention to the care you receive
– Tell someone if something doesn’t
seem right. Ask questions if you don’t
understand something. If you are
feeling bad or are otherwise distracted,
ask a trusted family member/support
person or friend to be your advocate.
If You are Concerned, Call for Help.
Say you have a “Condition H (Help).”
■C
ondition H (Help) was created to
address the needs of you, the patient,
in case of an emergency, or if you
have immediate concerns regarding
your condition.
■ I f you or your family/support person
wants to call a Condition H, you must
call the hospital operator by pressing “0” on your bedside phone. Tell
the operator that you are calling for a
Condition H and give your name, the
patient’s name and location, and your
concern.
■ Th
e operator will activate a Condition
H and notify a nursing supervisor to
come to your room to address your
concerns. Additional clinical support
will be called as needed.
■C
ondition H should be called for
patient condition concerns. If you have
other concerns during your stay, please
refer to the patient rights and responsibilities section of this booklet (page 9).
wkhs.com :
15
Keeping You Safe
■ Notify your doctor or nurse imme-
diately if you begin to have signs of
infection including: fever, pain, redness or foul-smelling drainage from
a wound, surgical incision or IV site.
Also if you have pain or burning
when you urinate or your urine has
a foul odor especially if you have a
urinary catheter or the catheter has
recently been removed, contact your
nurse immediately.
■ Drug Resistant Germs - Some
infections are caused by germs
that are more difficult to treat.
These germs are called Multi-Drug
Resistant Organisms, or MDROs.
If you have one of these germs, your
doctor will let you know and the
hospital staff will provide you with
Avoiding Infections
more specific information. If you
■C
know that you have an MDRO when
lean your hands – use soap and
you are admitted, please notify the
warm water. Rub your hands really
well for at least 15 seconds. Rub your hospital nursing staff to make sure
you get the appropriate treatment.
palms, fingernails, in between your
fingers and the backs of your hands. ■ Isolation – If an infection is the
If your hands do not look dirty, you
reason you are being admitted to
the hospital, it is possible that you
can clean them with an alcoholbased hand sanitizer. Clean hands
may be treated with some type of
isolation precautions – depending on
before touching or eating food, after
you use the bathroom, after coughing the germ causing your infection and
or sneezing or touching any wounds.
where in your body the infection is
■S
neeze or cough into your sleeve to
located. The purpose of isolation is
prevent the spread of infection to
to protect the staff, your doctors and
others. When you sneeze or cough,
visitors from getting the infection
the germs can travel 3 feet or more.
that you have or prevent the staff
■G
from giving the infection to other
et shots to avoid disease and fight
patients. If you have any questions
the spread of infections. Make sure
your vaccinations are current including about why you are “on isolation,”
seasonal flu shots. Check with your
please ask your doctor. This may
doctor about shots you may need.
include but might not be limited to:
16
: PHYSICIAN REFERRAL 318-212-9562 ontact Isolation – means that
C
no staff member or doctor should
enter your room to provide care
without wearing gloves and in some
instances a gown and mask as well
(depending on where in your body
the infection is located).
Droplet Isolation – means that
enter your room to provide care
without wearing a mask and in some
instances a gown and gloves as well.
Airborne Isolation – means that
enter your room without wearing a
special mask. It also means that you
will be admitted to a special type of
isolation room and if you must leave
your room for any reason, you will
be required to wear a mask yourself.
■D
evices – IVs, dialysis catheters and
urinary catheters all can be sources of
infection. To avoid infection of these
device sites:
Avoid handling the device yourself.
Make sure healthcare providers
clean their hands before handling
these devices.
Make sure healthcare providers
disinfect the IV access port before
giving any medications or drawing
blood from your IV.
Keep track of how long the device
has been in place and ask your
doctor if the IV or urinary catheter
can be removed when it is no
longer needed.
If the IV or port site becomes red,
swollen, warm or painful – notify
your nurse immediately.
■
■
■
■
■
■
■
■
Are You Having Surgery?
There are risks and potential dangers
involved any time you have surgery.
Willis-Knighton takes precautions to
avoid any mistakes or problems with
your surgical procedure. Some of these
precautions may seem strange to you
but they are essential elements of our
patient safety program.
■ Th
e staff will ask for your name,
date of birth, type of procedure and
the location of the procedure quite
often during your preadmission and
admission process.
■F
or some procedures, the doctor or
person performing the procedure will
write his or her initials on the spot
where your incision will be made.
■O
nce you are in position for your
procedure, the doctor, nurses, or
other healthcare providers will check
everything one more time. This is
called the “final time out.” You may or
may not be awake for this final check.
Don’t be concerned; we do this for all
procedures and patients!
Preventing Falls
Accidental falls may occur in the hospital.
Our healthcare team of nurses, doctors,
physical therapists, and assistants are
here to help you with a safe and speedy
recovery. Your participation and
cooperation are needed to help you
prevent unnecessary injury.
Safety guidelines for preventing falls:
■F
ollow your doctor’s orders and the
nurses’ instructions regarding whether
you must stay in bed or call for assistance to go to the bathroom.
■F
or family, friends and support
persons: If your loved one is unsteady
or at risk for falls, PLEASE call for
wkhs.com :
17
Keeping You Safe
help if he or she needs to get
or friends to sit with you, use of bed
out of bed. Don’t try to help them
alarms or special alarming equipment,
by yourself.
creating a tranquil environment, con■ I f you feel dizzy or weak getting
trolling your pain, and reorienting you
out of bed, ask the nurse/nursing
to your surroundings.
assistant for help. Remember you are ■ R
estraints are removed as soon as
more likely to faint or feel dizzy after
you are safe without them. The
sitting or lying in bed for a long time. restraint is regularly removed to offer
If you must get up without waiting
exercise and movement, to check the
for help, sit in bed a while before
condition of the skin, and to allow
standing. Then rise carefully and
for bathroom breaks.
■ In many cases, when a family member,
slowly begin to walk.
■ I t is recommended you wear rubberfriend or loved one is available to
sit and be with a patient, his or her
soled slippers or shoes whenever you
walk in the hospital. Walk slowly and
presence alone has a calming effect.
carefully when out of bed. Do not lean The loved one is helpful in keeping
or support yourself on rolling objects
you aware of your surroundings.
such as IV poles or your bedside table.
They can also engage you in
■P
lease be patient – someone will anpleasant activities such as reading,
swer your call as promptly as possible.
conversation, or providing quiet
Use your call bell to call for help and
company and reassurance.
wait for someone to arrive to assist
you. Remain lying or seated while you Preventing Pressure Ulcers
■ A pressure ulcer is an injury usually
wait for assistance.
■D
o not tamper with side rails. Side
caused by pressure that damages the
rails are reminders to stay in bed and
skin and underlying tissue.
■
are designed to ensure your safety.
Pressure ulcers form where bone
causes the greatest force on the skin
Restraints
and tissue. For people who need to
■A
restraint is any device that limits
stay in bed, bed sores can form on
or restricts freedom of movement,
the lower back, hips, and heels.
physical activity or normal access to ■ S taff will be checking your skin
frequently. If you notice any
the body.
■R
estraints are ordered by the doctor
reddened areas on the skin after you
only when absolutely necessary to
have changed positions, let your
prevent harm to you or others.
nurse know.
■S
■K
taff will routinely assess patients for
eep your skin dry. Report wet sheets
alternative measures instead of using
or clothing to your nursing staff.
■ Change your position in bed often,
restraints. Some alternatives may
include: asking family/support person
at least every two hours.
18
: PHYSICIAN REFERRAL 318-212-9562 Keeping You Safe
Caring for Your Hospitalized Child
■C
heck your child’s identification
■T
ake care of yourself – having a child in
the hospital is very stressful. Get some
band. Make sure the information on
rest, eat well-balanced meals, and have
the band is correct. Staff will check
a support person with you.
the armband or ask you to verify your
child’s name and date of birth before Communicating with Your Caregivers
■ I f you don’t understand what your
tests, medications, or procedures.
■ I t is important that you or someone
caregiver is saying, let them know. Ask
a lot of questions. By asking questions
you trust remain with your child at
all times. Children should never be
you are helping them understand what
you need. Try to be as clear as possible
left unattended.
■ I mmediately tell caregivers if your
about what you do not understand.
child is in pain or if you are concerned ■ T
ell your healthcare provider about your
about your child’s condition.
culture or religious beliefs. Explain to
■A
ll staff should wear an identification
them what you need. When they know
badge. Ask to see a badge if you can’t
what is important to you, they can unsee it.
derstand better how to take care of you.
■C
■T
omfort your child with your voice
o ensure effective communication
or touch. Read to your child or play
with patients who are deaf or hard of
his or her favorite music. Allow
hearing, Willis-Knighton provides
your child rest periods by helping to
appropriate auxiliary aids and services
decrease noise, activity and number
free of charge. Please ask your nurse or
of visitors.
other hospital personnel for assistance.
Do You Have Pain?
Managing Your Pain
■S
taff will ask you about your pain
regularly. Tell them if you have pain,
even if they don’t ask. Your healthcare
provider will ask you to describe how
bad your pain is on a scale of 0 to 10
with 0 being no pain and 10 being
the worst pain. Special pain scales are
available for children and infants.
■Y
ou should ask for pain relief
medications when your pain first
begins. Tell your doctor or nurse if
your pain gets worse or if your pain
medicine is not helping. There are
also ways to treat pain without
taking medicine like changing your
position, physical therapy, heat or
cold, exercise and others. Ask your
caregiver for suggestions.
■ Side effects from pain medications
can include constipation, nausea,
vomiting, itching and sleepiness.
Call your nurse if you notice any
medication side effects.
wkhs.com :
19
Do You Have Pain?
■P
CA – Patient Controlled Analgesia
yourself too much medication. You
should push the button when you
become uncomfortable – simply
push the button and release. No one
other than you should push your
PCA button.
– may be prescribed for you to manage your pain. It allows you to give
yourself a predetermined amount of
pain medication. A maximum safe
amount is programmed into your
PCA pump so that you cannot give
Visitor Information
Family, friends and support persons are
welcomed and encouraged to visit patients
at Willis-Knighton. (The term “support
person” refers to a person who is there to
support the patient during the course of
the stay.)
We recognize that the presence of these
people can help by providing a support
system and shaping a more familiar
environment. Our primary objective is to
ensure the best possible care for patients.
That means that visitation must occasionally
be restricted if visitors’ presence could affect
the care. It is also important to note that
patients (or a patient’s designated support
person) may choose to limit visitors, and the
hospital staff must abide by their wishes.
Some areas in the hospital have additional
specialized guidelines, but this information
is general to all Willis-Knighton hospitals.
(Visitor guidelines for specialized units will
be provided at those locations.)
20
Best Times to Visit
The best times to visit are between
10:00 a.m. and 8:00 p.m.
Number of Visitors
Due to the size of rooms and recovery areas,
it is best to limit visitors to two people at a
time. Large families should consider alternating visitors during the day.
Visits by Children
Families who wish to bring children to visit in
the hospital should check with the patient’s
caregiver before arriving with a child. In
general, healthy children under the age of 12
may visit at the discretion of the hospital staff,
based on the clinical condition and well-being
of the patient. Children should not visit if they
have a runny nose, cough, sore throat, diarrhea, rash, or fever. Children who are visiting
should be supervised at all times while at the
hospital. Children under age 12 should not
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Visitor Information
2:00 to 3:00 p.m. and 6:30 to 8:30 p.m. Please
refrain from visiting during these times.
■ One support person at the bedside, except
during rest periods.
■ General visitors (excluding clergy) at 10:00
Restrictions
a.m., 1:00 p.m., 5:00 p.m. and 9:00 p.m., two
Hospital staff make every effort to assure open
at a time, for 20 minutes.
access for visitors. However, there may be ocDuring certain procedures, care intervencasional times when visitation must be limited tions or treatments you may be asked to leave
in the best interests of the patient and/or the
the patient’s room at any time for safety, infecvisitor. These include:
tion control or privacy reasons. Critical or life
■P
atient’s need for privacy and rest
threatening situations may arise that require
■P
atient’s risk of infection by the visitor
the staff to ask you to leave the ICU immedi■V
isitor’s risk of infection by the patient
ately. Please wait in the designated waiting area
■E
xtraordinary protections due to a
during this time. To ensure ease of access to
pandemic or infectious disease outbreak
our patients, do not wait in the hallways.
■R
easonable limitations on the number of
Please set your cell phone to “vibrate” for
visitors at any one time
incoming calls and keep the calls as brief as
■B
ehavior disruptive of the functioning of
possible to assure a quiet, restful atmosphere.
the patient care unit
Use of photography, recording devices or social
■B
ehavior presenting a direct risk or threat to media by visitors in ICU is strictly prohibited.
the patient, hospitals staff, or others in the
Please keep your valuables with you at all
immediate environment
times. Visitors’ belongings should not be
■R
estriction on visitors based on clinical con- stored in the patient’s room. Willis-Knighton
ditions (or procedure in progress), as deemed Health System cannot be responsible for lost
appropriate by the patient’s physician
or stolen items.
remain in waiting areas. They should be
brought for a visit and returned home
promptly since the waiting areas are not
designed to meet the needs of children.
ICU Visitation
Infection Concerns
Our visitation guidelines are designed to
Please observe these guidelines to protect your
meet your loved one’s need for rest, safety
loved one:
■V
isitors should wash their hands, use alcoand privacy. A calm, quiet environment is an
hol foam or hand sanitizer before entering
essential part of the healing process. As we care
and upon leaving the ICU.
for patients we must protect their privacy and
■Y
our food or beverages are not permitted in
preserve their dignity as well as employ meapatient rooms.
sures to prevent the development and spread of
ood or water should not be given to the
infection. Every patient and visitor is important ■ F
patient without checking with the nurse.
to us. We strive to be as caring, informative and
available as possible. Please join us in creating an ■ Bathrooms within the patient rooms/ICU
are not for visitor use. Restrooms are availatmosphere that promotes healing.
able in the designated waiting area.
■ Live plants and cut flowers are not permitGeneral Information
ICU visitation guidelines:
ted in ICU rooms
■ Children should be 12 or older
(no younger children, please)
■ Rest periods are from 6:30 to 8:30 a.m.,
wkhs.com :
21
Visitor Information
Information & Communication
To comply with Federal guidelines, staff
members can only answer questions and provide updates to a designated support person
or a decision maker. The support person will
act as the spokesperson and will be responsible for receiving updates and relaying the
information to all other family members and
friends. Friends and extended family should
be instructed to contact the spokesperson
with questions instead of calling the ICU.
When the support person leaves the ICU, he
or she should leave a phone number so that
we can make contact if there is any significant change in your loved one’s condition.
Take Care of Yourself
Having a loved one in the ICU can be difficult and stressful. We urge you to take care
of yourself by eating meals and getting rest.
Therefore, we encourage you to return home
for the night.
Being a Good Visitor
Good visitors are supportive of their loved
one as well as the physicians and staff who are
charged with his or her care. We urge all visitors to be positive and respectful and to come
to the hospital in good health and well-rested.
When visiting a patient who is hospitalized
for an extended time, it’s important for visitors to pay attention to their own well-being
by eating meals and getting plenty of rest.
For Your Convenience
Telephones are provided for visitors in
each waiting area. Calls can be received and
local calls can be made. Long distance calls
can be connected by calling collect or using
a credit card.
Specific Waiting Areas are designated
for patients in specific units, floors or
areas (for example, ER waiting, day
surgery waiting, ICU 5 Center, critical
care waiting, etc.). Visitors should wait in
22
the appropriate area so it will be easy to
find them if needed.
Our Cafeterias serve three meals daily at
affordable prices. Visitors are welcome to
eat in our cafeterias. The hospital cafeteria is
open seven days a week and serves a full complement of entrees, side dishes, sandwiches,
salads and desserts at affordable prices.
Hours are:
Willis-Knighton Medical Center (daily)
Breakfast 7:00 a.m. to 10:30 a.m.
Lunch/Dinner 11:00 a.m. to 7:00 p.m.
Willis-Knighton South, WK Bossier
Health Center, WK Pierremont Health
Center
Monday - Friday
Lunch/Dinner 11:00 a.m. to 7:00 p.m.
Weekends
Lunch 11:00 a.m. to 2:00 p.m.
Snacks and soft drinks are available 24 hours
a day in vending areas. Change machines are
also located in the vending areas of the facility.
Handicapped Restroom Facilities and
Water Fountains are available through
the hospital. Ask the switchboard
operator for the location nearest you.
Overnight Visitors who choose to
remain in a waiting area overnight can
request a blanket and pillow from a patient
representative. Due to infection control
concerns, visitors should leave personal
pillows and blankets at home.
Privacy of Patients hospitalized at WillisKnighton Health System facilities is strictly
protected by our patient confidentiality
policies. It is our policy to conform with
all HIPAA regulations related to patient
information. Please help us protect the
privacy of patients by discussing information
quietly and discretely in a private area.
: PHYSICIAN REFERRAL 318-212-9562 LOUIS PASTEUR 1822 - 1895
In the field of observation,
chance favors only the prepared mind.
Don’t Leave
Until…
Also see Preparing for Discharge
on page 26.
6 things to know before you walk out that hospital door.
When it’s time to be released from the hospital, your
physician will authorize a hospital discharge. This
doesn’t necessarily mean that you are completely
well—it only means that you no longer need
If You Disagree
You or a relative can appeal your doctor’s discharge
decision. If you are a Medicare patient, be sure you
are given “An Important Message from Medicare”
from the hospital’s discharge planner or care
manager. This details your rights to remain in the
hospital for care and provides information on who
to contact to appeal a discharge decision.
©2014 PatientPoint®, LLC
hospital services. If you
disagree, you or your
caregiver can appeal
the decision (see If You
Disagree, at left).
On the other hand, you
may be pleased to learn
that your doctor has
approved your discharge.
But before you can leave
the hospital, there are
several things that you
or your caregiver must
attend to.
The first step is to know
who will be involved in
your discharge process.
This starts with the
hospital’s discharge
planner, who may be a
nurse, social worker or
case manager, or may
have some other title. You
and your caregiver should
meet this person relatively early in your hospital
stay; if not, find out who
this person is and be sure
to meet with him or her
well before your expected
discharge date.
wkhs.com :
23
Don’t Leave Until… continued
Make sure you have the following
information before you leave
the hospital:
1. Discharge summary. This is
an overview of why you were in
the hospital, which healthcare
professionals saw you, what procedures
were done, and what medications
were prescribed.
2. Medications list. This is a listing of
what medications you are taking, why,
in what dosage, and who prescribed
them. But also having a list prepared
by the hospital is a good way to
double-check the information.
3. Rx. A prescription for any
medications you need.
4. Follow-up care instructions.
Make sure you have paperwork that
tells you:
nwhat, if any, dietary restrictions
you need to follow and for
how long
n what kinds of activities you can
and can’t do, and for how long
n how to properly care for any
injury or incisions you may have
n what follow-up tests you may
need and when you need to
schedule them
n what medicines you must
take, why, and for how long
n when you need to see your
physician
n any other home-care instructions
for your caregiver, such as how
24
Be sure to meet with the hospital’s
discharge planner early in your stay to
ensure a smooth discharge process later on.
to get you in and out of bed,
how to use and monitor any
equipment, and what signs and
symptoms to watch out for
n t elephone numbers to call if you
or your caregiver has any questions
pertaining to your after-hospital care
5. Other services. When you leave the
hospital, you may need to spend time
in a rehabilitation facility, nursing
home, or other institution. Or you
may need to schedule tests at an
imaging center, have treatments at
a cancer center, or have in-home
therapy. Be sure speak with your nurse
or physician to get all the details you
need before you leave.
6. Community resources. You and
your caregiver may feel unprepared
for what will happen after your
discharge. Make sure your discharge
planner provides you with information
about local resources, such as agencies
that can provide services like transportation, equipment, home care
and respite care.
: PHYSICIAN REFERRAL 318-212-9562 ©2014 PatientPoint®, LLC
Don’t Leave Until… continued
Home Healthcare
Healthcare services provided in the
home for the homebound patient on
an intermittent basis. Services include
nursing, therapy, medical social worker,
wound specialist, and dietitian. Home
Health’s goal is to make it possible for
people to remain at home rather than
use residential, long-term, or institutional-based nursing care. Moreover, it
is often the perfect choice for patients
discharged from acute care as the next
step in their continuum of care.
Willis-Knighton’s Home Health
department is accredited by The Joint
Commission (TJC) and is Medicare
and Medicaid certified.
Durable Medical Equipment (DME)
Medical equipment that is ordered by
a doctor for use in a patient’s home.
Examples are walkers, crutches, wheelchairs and hospital beds. DME is paid
for under both Medicare Part B and
Part A for home health services.
Independent Living
Communities for seniors who are very
independent and have few medical
problems. Residents live in private
apartments. Meals, housekeeping,
maintenance and social outings and
events are provided.
Assisted Living
An apartment in a long-term care
facility for elderly or disabled people
who can no longer live on their own
but who don’t need a high level of
care. Assisted living facilities provide
assistance with medications, meals in a
cafeteria or restaurant-like setting, and
housekeeping services. Nursing staff
is on site. Most facilities have social
activities and provide transportation to
doctors’ appointments, shopping, etc.
Nursing Home
A residential facility for people with
chronic illness or disability, particularly
elderly people who need assistance for
most or all of their daily living activities
such as bathing, dressing and toileting.
Nursing homes provide 24-hour skilled
care, and are also called convalescent
homes or long-term care facilities.
Many nursing homes also provide
short-term rehabilitative stays for
patients recovering from an injury
or illness. Some facilities also have
a separate unit for residents with
Alzheimer’s disease or memory loss.
Hospice
A licensed or certified program that
provides care for people who are
terminally ill and for their families.
Hospice care can be provided at home,
in a hospice or other freestanding
facility or within a hospital. Also
referred to as “palliative” care, hospice
care emphasizes the management of
pain and discomfort and addresses
the physical, spiritual, emotional,
psychological, financial, and legal needs
of the patient and his or her family.
Respite Care provides a temporary break for caregivers.
Patients spend time in programs such as adult daycare or in weeklong
or monthlong stays in a care facility.
wkhs.com :
25
Preparing for Discharge
Prescriptions
The hospital pharmacy does not fill prescriptions.
However, there are several pharmacies near our hospitals
that would be happy to fill them for you.
Care Options Following Discharge
Going Home
When your doctor feels
that you are ready to
leave the hospital, he
or she will authorize a
hospital discharge. A
nurse will come to your
room with discharge
papers for you to
complete and sign. If you
have any questions, be
sure to ask them. When
your transportation has
arrived, an attendant
will assist you into a
wheelchair and take you
to an exit. The wheelchair
is standard procedure
required by the hospital
regulations, so relax and
enjoy the ride!
You have the option of using Willis-Knighton for
many of the services that will continue your recovery.
If you would like to use Willis-Knighton for your care,
please tell your doctor. A social worker or case manager
can make the arrangements for you. Willis-Knighton
offers the following:
■H
ome Care
■S
killed Nursing
■C
ardiac Rehabilitation
■P
ulmonary Rehabilitation
■ I npatient Physical Rehabilitation
■O
utpatient Physical Therapy, Occupational
Therapy and Speech therapy
■D
iabetes and Nutritional Counseling
■S
moking Cessation
■R
esidential Communities for Older Adults
■S
upport Groups
Physician Billing
You will receive a separate bill from your physicians for
their professional services. In some cases you may receive bills from doctors who have been asked to review
your test results, even though you did not see the doctor in person. Charges for pathologists, radiologists,
anesthesiologists, CRNAs, emergency room physicians, cardiologists, surgeons and other specialists will
not be included in your hospital bill. These providers
will bill their services separately.
Insurance Coverage
Most insurance covers a portion of your bill.
Traditionally, you are responsible for paying the
deductible and a percentage of other costs. Deductibles
and co-payments are generally collected at the time of
26
: PHYSICIAN REFERRAL 318-212-9562 Preparing for Discharge
admission. If these were not collected when you were
admitted, someone will contact you during your stay to
arrange for payment.
Your insurance policy is a contract between you
and your insurance provider. As a courtesy to you, we
will bill the insurance company to assist you, but you
are responsible for assuring that payments are made.
After the insurance company processes your claim
the remaining balance must be paid within 30 days of
discharge unless other arrangements have been made
with the Business Office.
Coordination of Benefits (COB)
Coordination of Benefits (COB) is a term used by
insurance companies when you have two or more
insurance policies. This may happen when husband
and wife are covered on each other’s insurance policies
or when both parents include their children on their
individual policies or when there is eligibility under two
federal programs. This can also occur if you are involved
in a motor vehicle accident and have medical insurance
and automobile insurance.
Most insurance companies have provisions that
determine who is the primary payer when medical
expenses are incurred. This prevents duplicate payments.
COB priority must be identified at admission in
order to comply with insurance guidelines. Your insurance may request you to complete a COB form before
paying your claim. The hospital cannot provide this
information to your insurance company. You must
resolve this issue with your insurance carrier in order
for the claim to be paid.
What Your
Hospital Bill Covers
The hospital bill covers
the cost of your room,
meals, 24-hour nursing
care, laboratory work,
tests, medication,
therapy and other
services provided by
hospital employees
during your stay.
Questions
About Billing
For questions or
information about
billing, please call
318-212-4030.
Commercial Insurance
As a service to our patients, we forward a claim to the
appropriate insurance carrier based on the information
provided at the time of registration. It is very important
for you to provide all related information, such as policy
number, group number and the correct address for your
insurance company.
wkhs.com :
27
Preparing for Discharge
Uninsured?
Patients who are unable
to pay for all or a portion
of their treatment may
apply for assistance by
talking with a financial
counselor at the hospital.
These counselors will
first help you apply for
government assistance if
you are eligible. Enrolling
in government programs
is best, as these programs
may help you improve
your health by providing
things like preventive care
in order to identify diseases and chronic conditions
early. To speak with someone about qualifying for
these different programs,
please contact the Business Office, 318-212-4030.
Complete information,
including application
forms for the Charity Care
Program, is available at
the Business Office during
normal business hours.
If you do not qualify for
governmental assistance
or charity care, you may
make a payment or arrange for a payment plan
at the Business Office.
Please remember, as
long as you make your
monthly payment, your
account will remain in
good standing and will
not be turned over to an
outside collection agency.
28
Medicare
Willis-Knighton is a Medicare provider. All services
billed to Medicare follow federal guidelines and
procedures. Medicare deductibles and co-insurance
may be covered if you have secondary insurance. If
you do not have secondary insurance, you will be
responsible for paying these amounts.
Paying Your Bill
Willis-Knighton accepts checks, money orders and
credit cards. You may pay by mail using the envelope
provided with your statement.
To make it convenient to pay by credit card, an
online credit card option is available. Visit the
Willis-Knighton website, wkhs.com. Click on the
Quick Link on the right side of the page to pay your
bill using a secure server.
How do I get copies of my medical records?
Requests for copies of your records may be submitted
to the Health Information Management Department at
the hospital where you received your care between 8:00
a.m. and 4:30 p.m. Monday through Friday. All requests
must be made in writing and the request must be signed
by the patient or his/her legal representative. Patient
identification my be required.
The Health Information Management Department
will process the request, and records will be sent within
30 days of receipt of your request.
Depending on the nature of the request, charges
may be incurred.
Health Information Management
Contact Numbers
Willis-Knighton
Medical Center (North)318-212-4300
Willis-Knighton South318-212-5300
WK Bossier Health Center318-212-7300
WK Pierremont Health Center318-212-3300
: PHYSICIAN REFERRAL 318-212-9562 BUDDHA
In compassion lies
the world’s true strength.
Caregiver, remember
to care for yourself!
For the Caregiver
Your role as a patient advocate
CAREGIVER...
know what condition
your loved one is being
treated for.
patient’s rights
Know your patient’s rights and
responsibilities (See page 9).
advance directives
Know whether or not your loved
one has an advance directive
and if so, what it specifies.
While your loved one is in the hospital, who will
speak up for him or her? You can, by being the
patient’s advocate—the person who will help the patient work with doctors, nurses and hospital staff. To
help your loved one make the best decisions about
his or her care and treatment, follow the advice in
the Caregiver list at right.
While you are making sure that your loved one’s
needs are being met, don’t neglect your own. Caregiving is a stressful and time-consuming job. You
may neglect your diet, your normal exercise routine,
and your sleep needs. You may find that you have
little or no time to spend with friends,
to relax, or to just be by yourself for a while.
But down time is important. Don’t be reluctant
to ask for help in caring for your loved one.
Take advantage of friends’ offers to help and look
into local adult daycare programs. Find out more
about how you can ease the stress of caregiving
at www.caregiver.org.
©2014 PatientPoint®, LLC ask questions
If your loved one is too ill or
reluctant to ask questions,
make note of his or her concerns
and any you may have and don’t
be afraid to speak up.
help track medications
Your loved one may be prescribed
medications while in the hospital
and may be seen by several
doctors. Keep track of it all with
My Medications on page 40.
what’s next?
Will your loved one need home
care or care at another facility?
Ask to speak with a case manager
to find out what your options are.
wkhs.com :
29
Telephone Directory
General Numbers
for All Facilities
Business Office
318-212-4030
Compliance Hotline
(ethics concerns)
1-888-884-2499
Health+Match
Physician Referral
Services
318-212-9562
Prayer Line
318-212-PRAY
Spiritual Life Services
(Pastoral Care)
318-212-2188
Local Calls – Dial 9 plus the number.
Long Distance – Use a calling card or call collect.
Long distance cannot be billed to your room.
Willis-Knighton Medical Center (North)
2600 Greenwood Road, Shreveport, LA 71103
Operator 318-212-4000
Social Worker/Care Manager
318-212-4650
ICU/CCU
1st Floor Waiting Room 318-212-4660
Day Surgery Waiting Room 318-212-4140
Cardiac Cath Lab Waiting Room 318-212-8600
Willis-Knighton South
2510 Bert Kouns Industrial Loop,
Shreveport, LA 71118
Operator Gift Shop Social Worker/Care Manager
ICU/CCU Waiting Room Day Surgery Waiting Room 318-212-5000
318-212-5455
318-212-5650
318-212-5660
318-212-5140
2400 Hospital Drive, Bossier City, LA 71111
Operator 318-212-7000
Gift Shop 318-212-7455
318-212-7650
Day Surgery Waiting Room
318-212-7140
Cath Lab Waiting Room
318-212-7660
WK Pierremont Health Center
8001 Youree Drive, Shreveport, LA 71115
Operator 318-212-3000
318-212-3650
ICU/CCU Waiting Room
318-212-3660
Day Surgery Waiting Room 318-212-3140
Cardiac Cath Lab Waiting Room 318-212-3165
30
: PHYSICIAN REFERRAL 318-212-9562 Telephone Directory
WK Progressive Care Center
2715 Albert Bicknell Drive, Shreveport, LA 71103
Skilled Nursing & Rehabilitation 318-212-8200
The Oaks of Louisiana
600 East Flournoy Lucas Road, Shreveport, LA 71115
Information 318-212-OAKS (6257)
Independent Living
Tower at The Oaks
(concierge services, on-site spa and wellness center)
Garden Apartments at The Oaks
(one-story garden apartments)
Assisted Living
Savannah at The Oaks
Skilled Nursing and Rehabilitation Services
Health Center at Live Oak
Website
wkhs.com
National Crisis Numbers
Adult Protection Family Violence Hotline Poison Control Sexual Assault Hotline Suicide Hotline 1-800-898-4910
1-888-411-1333
1-800-222-1222
1-800-656-4673 (1-800-656-HOPE)
1-800-784-2433
(1-800-SUICIDE)
Your Satisfaction
Is Important
Willis-Knighton staff work
hard to meet the needs
of our patients. If at any
time during your stay
you have concerns or
questions, please ask a
staff member for help so
that we can address them
for you right away. Our
goal is to always provide
very good care to you
while you are with us.
To measure patient
satisfaction, WillisKnighton has contracted
with LSU researchers
(LSU in Shreveport’s
Institute for Human
Services & Public
Policy) to provide this
service. We hope you
will provide us with
feedback on how we
met your expectations.
The standard of care is
“always” provide “very
good” care.
Your comments help us
to recognize outstanding
providers and identify
any areas that may need
our attention.
Thank you for choosing
Willis-Knighton!
wkhs.com :
31
Be an Organ Donor
How Do I Sign Up?
A donor form is available
from the hospital. Just
ask your nurse. You may
also sign up at the Office
of Motor Vehicles and
have the notice placed
on your driver’s license.
Accept the Challenge
Every year the John C. McDonald Regional Transplant
Center at Willis-Knighton offers new life to patients
through the generosity of organ donors. Please consider
becoming an organ donor.
At certain times in life, it is necessary to make difficult
health decisions. When you become an organ donor, you
make it possible for your loved ones to avoid having to make
the decision about organ donation. Decide now to share life
and then share your decision with your loved ones.
Pass Life On
For an organ donor, death is not the end. It’s also a beginning, a chance to pass life on to another person and to
make a difference in the world. Nationally, over 35,000
people’s lives could be saved or improved with organ
transplant. In Louisiana, more than 500 patients are
waiting for organs. There is no cost to the donor family.
All organ recovery and distribution costs are paid by the
Louisiana Organ Procurement Agency.
Who Can Donate?
Donors can be people of every age, race, gender and
ethnic background. Specific donations depend on the age
and general health of the donor.
Religious Beliefs and Donations
Most major religions support donation. The decision is
considered a matter of individual choice. In fact, many
religions actively encourage donation as the ultimate gift
to a fellow human being.
What Can Be Transplanted?
Organs include kidneys, heart, lungs, small bowel
and pancreas. Tissues include bone, skin, heart valves,
corneas, bone and bone marrow.
When Should I Decide?
Make the decision now. Donation will only become an
option after all lifesaving efforts has been exhausted.
32
: PHYSICIAN REFERRAL 318-212-9562 Gold Star Nomination
Gold Star Nomination Form
You are invited to recognize an employee, a floor or an entire department for
exceptional service given to you during your stay. Complete and mail to WK Gold
Star Coordinator, 2600 Greenwood Road, Shreveport, LA 71103.
Name of Person or Group Nominated
Date of Nomination
___________________________________ ____________________
Location
❒ Willis-Knighton Medical Center (North)❒ Willis-Knighton South
❒ WK Bossier Health Center❒ WK Pierremont Health Center
❒ Clinic/Office (specify)__________________________________________
Reason for Nomination (How did the employee or group provide Gold Star
Service? Include a specific incident or activity.)
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
I received or observed this service as a :
❒ Patient ❒ Family Member ❒ Visitor ❒ Physician ❒ Employee
Your Signature __________________________________________________
Your Name (printed) _____________________________________________
Address*_______________________________________________________
City___________________________________ State____ Zip ___________
*The address will allow us to acknowledge that you have submitted a nomination.
wkhs.com :
33
Durable Power of Attorney for Healthcare Decisions
DECLARATION
STATE OF LOUISIANA, PARISH OF_____________________________
Declaration made this __________day of ___________________ , 20_____.
I,______________________________________, being of sound mind,
willfully and voluntarily hereby make known my desire that
___________________________,_________________________________
NameAddress
________________, bearing the relationship of _______________________
Phone Number
to me, be designated as the individual to make any and all treatment decisions
for me in the event that I should become comatose, incompetent or otherwise
mentally or physically incapable of communication.
Consistent with the foregoing (and except to the extent necessary to give
full effect to the provisions of any valid document executed by me providing for
the donation of any of my organ(s), I further specifically authorize the person
named above to make any and all decisions with regard to withholding or
withdrawing life-sustaining procedures in the event that I should be certified by
two (2) physicians who have personally examined me (one of whom shall be my
attending physician) to be suffering from a terminal and irreversible condition
or to be in a continual profound comatose state with no reasonable chance of recovery, and the said physicians determine that the application of life-sustaining
procedures would serve only to prolong artificially the dying process.
In the event that the individual named above cannot be located when the
need arises, or in the event that the individual named above is or becomes incapable to serve in the capacity indicated herein (and subject to the above exception),
it is my express wish and directive that my dying shall not be artificially prolonged
under the following circumstances. If, at any time, I should have an incurable
injury, disease or illness and be certified by two (2) physicians who have personally
examined me (one of whom shall be my attending physician) to be suffering from
a terminal and irreversible condition, or to be in a continual profound comatose
state with no reasonable chance of recovery, and the said physicians determine
that the application of life-sustaining process, I (subject to the above exception)
direct that such procedures be withheld or withdrawn and that I be permitted to
die naturally with only the administration of medication or the performance of
any medical procedures deemed necessary to provide me with comfort care.
In the absence of my ability to give directions regarding the use of such
life-sustaining procedures and in the absence of a decision for whatever reason
by the individual named above, it is my intention that (subject to the above
34
: PHYSICIAN REFERRAL 318-212-9562 Durable Power of Attorney for Healthcare Decisions
exception) this declaration be honored by my family and physician(s) as the final
expression of my legal right to refuse medical or surgical treatment as provided
herein and accept the consequences from such refusal.
I understand the full import of this declaration and I am emotionally and
mentally competent to make this declaration.
This declaration is made and signed by me in the presence of the undersigned
witnesses who are not related to me by blood or marriage.
_____________________________________
Signature of Declarant
This declarant is personally known to me and I believe the declarant to be of
sound mind.
Witness_______________________________________________________
Witness_______________________________________________________
wkhs.com :
35
Living Will Declaration
STATE OF LOUISIANA, PARISH OF_____________________________
Declaration made this __________day of ___________________ , 20_____.
I,______________________________________, being of sound mind,
willfully and voluntarily make known my desire that my dying shall not be artificially prolonged under the circumstances set forth below and do hereby declare:
If at any time I should have an incurable injury, disease, or illness, or be in
a continual profound comatose state with no reasonable chance of recovery,
certified to be a terminal and irreversible condition by two physicians who have
personally examined me, one of whom shall be my attending physician, and
the physicians have determined that my death will occur whether or not lifesustaining procedures are utilized and where the application of life-sustaining
procedures would serve only to prolong artificially the dying process,
(Initial only one)
I direct:
_____that all life-sustaining procedures, including nutrition and hydration
be withheld or withdrawn so that food and water will not be
administered invasively.
_____that life-sustaining procedures, except nutrition and hydration,
be withheld or withdrawn so that food and water can be
administered invasively.
I further direct that I be permitted to die naturally with only the
administration of medication or the performance of any medical procedure
deemed necessary to provide me with comfort care.
In the absence of my ability to give directions regarding the use of such life—
sustaining procedures, it is my intention that this declaration shall be honored
by my family and physician(s) as the final expression of my legal right to refuse
medical or surgical treatment and accept the consequences from such refusal.
DECLARANT SIGNATURE
I understand the full import of this Declaration and I am emotionally and
mentally competent to make this Declaration.
Signed______________________________________________________
City, Parish and State of Residence_________________________________
___________________________________________________________
WITNESS SIGNATURES
The declarant has been personally known to me and I believe him or her to be of
sound mind.
Witness______________________________________________________
Witness______________________________________________________
36
: PHYSICIAN REFERRAL 318-212-9562 GEORGE WILLIAM CURTIS 1824-1892
It is not the ship so much as the skillful sailing
that assures the prosperous voyage.
Word Search
Sail the Seven Seas
PYFGUTYGPUCDNSG
CAR I BBEANIWAGON
KAKXJDCHTCEMOU I
KWTAY I YLFN I SUTR
NMPLFEAVAJHTDHE
F A Q I A B L R D E G L C E B
NRCZWNRNA I DN I RS
U H C S Y E T Q X N D E R N A
W Z F J T H P I V O N B U F U
J TNI EMBECRCJRT J
Z X D H I C O Z W T I J F I M
M E J I L C H E L H X R D X S
MTRHVULILFJW
WYL
BETETVSPNTHFXNB
C X W K S O U T H A E L D B X
ANSWER KEY
PYFGUTYGPUCDNSG
CAR I BBEANIWAGON
KAKXJDCHTCEMOU I
KWTAY I YLFN I SUTR
NMPLFEAVAJHTDHE
F A Q I A B L R D E G L C E B
NRCZWNRNA I DN I RS
U H C S Y E T Q X N D E R N A
W Z F J T H P I V O N B U F U
J TN I EMBECRCJRT J
Z X D H I C O Z W T I J F I M
M E J I L C H E L H X R D X S
MTRHVULILFJW
WYL
BETETVSPNTHFXNB
C X W K S O U T H A E L D B X
ARCTIC
ATLANTIC
BALTIC
BERING
CARIBBEAN
CHINA
INDIAN
JAPAN
MEDITERRANEAN
NORTH
PACIFIC
RED
SOUTH
SOUTHERN
wkhs.com :
37
WOODY ALLEN 1935 -
It is impossible to travel faster than the speed of light,
and certainly not desirable, as one’s hat keeps blowing off.
Sudoku
Fill in the blank squares so that each row, each column and each
3-by-3 block contain all of the digits 1 thru 9.
5
4
9 8 3
6
4
9 1
9
3 2
7 6
4 5
9
6 7 2
9 1
8 5
2
6
3 9 5
7
9
8
3
8
2
4
©2008 KrazyDad
ANSWER KEY
1 6 4 8 3
8
3 2 7 6
4 2 9
1 5
5 4 7 6 8
7 1 3 9 2
3 9 1 5 4
2 7 6 4 9
9
5 8 2 7
5 3 1
8
ANSWER: WIN WITH EASE
: PHYSICIAN REFERRAL 318-212-9562 6
38
2 9 7 5
5 4 1 9
8 3 6 7
9 1 3
2
4
5 8 6
6
7
2 8
3 8 5 1
1 6 4 3
2 9 4
WINEEEEE
7
MIND TEASER
What famous
North American
landmark is constantly
moving backward?
GEORGE DORSEY 1868-1931
The more you use your brain,
the more brain you will have to use.
Crossword
(Answer Below)
Animal World
ACROSS
1 Fish with pink or red flesh
5 The biggest lizard/dragon
in the world
7 Asian birds that
mimic speech
8 What do birds do
with their eggs
9 Anaconda is a species
of a ____________
10Famous Pixar clown fish
12Largest and
heaviest bird
14Slang name for a horse
16Spotted; giggling
or laughing
18One who apes
1
2
3
4
5
6
7
8
9
10
11
12
14
13
15
16
17
18
DOWN
3
4
K
J
G
5
K O M O D O
6
B
A
E
L
8
Y N A
L A Y
I
9
B O A
A
11
E M O
L
T
12
13
O S T R I C H
A
N
A
G
14
15
16
wkhs.com17: 39
N A G
H Y E N A
18
A P E R
R
K
Crossword: Edward Andrew Pierce
2
1
2
3
4
Niagara Falls.
The rim is18 worn down about
21⁄2 feet each year because of
millions of gallons of water that
rush over it every minute.
14
15
16
12
10
17
13
11
9
U N A
U N A
K
J
G
5
K O M O D O
6
B
A
E
L
8
Y N A
L A Y
I
9
B O A
A
11
E M O
L
T
12
13
O S T R I C H
N
A
G
15
16
17
A G
H Y E N A
18
A P E R
R
K
ANSWER KEY
T
A
S
7
M
A
10
N
I
A
14
N
1 Devil that exists in more
than cartoons
2 Has a pouch that opens
towards hind legs
1
T
3 Baby kangaroo
4 Largest frog in the world,
A
ask David
6 Largest Monkey
S
7
11 Offspring of male lion
M
and female tiger
13 A wild goat
A
15 The brown thrasher
10
N
is the state bird of ____ (abbr.)
17 Dog mushing is the
I
state sport of____ (abbr.)
IMMANUEL KANT 1724-1804
Science is organized knowledge.
Wisdom is organized life.
Bring your medication list
to every doctor visit!
My Medications
Keep track of all medications you are prescribed while in the hospital.
When you get home add all other medications—including over-the-counter,
vitamins and herbs—to this list. Update your list as needed.
Medication:______________________________________________________________
(include brand and generic names)
Dose: Take _______ times per day at (circle all that apply): 12–1 a.m. / 2–3 a.m. / 4–5 a.m. / 6–7 a.m.
8–9 a.m. / 10–11 a.m. / 12–1 p.m. / 2–3 p.m. / 4–5 p.m. / 6–7 p.m. / 8–9 p.m. / 10–11 p.m.
Reason for taking:__________________________________________________________
Prescribed by:______________________________ Date started:_____________________
Pharmacy name and number:____________________________ /_____________________
Medication:______________________________________________________________
Medication:______________________________________________________________
Medication:______________________________________________________________
40
: PHYSICIAN REFERRAL 318-212-9562 ©2014 PatientPoint®, LLC
Live Here
and
It!
Add Years to Your Life – Focus on Healthy Living
The Oaks of Louisiana, for ages 55+, is a healthy living
community for all stages of life.
Whether you’re enjoying an active, busy retirement,
need some level of assistance with day-to-day activities,
or require skilled nursing or rehabilitation, The Oaks
can address your needs as they change.
24/7 gated security, delicious and nutritious meals, spa
and wellness center, unlimited transportation
Apartment homes start at a surprisingly affordable
$1,563.
Tower at The Oaks and Garden Apartments at
The Oaks - independent living
Savannah at The Oaks - assisted living
Health Center at Live Oak - skilled nursing and
rehabilitative care
600 East Flournoy Lucas Road  Shreveport, LA
Leasing info: (318) 212-2233  oaksofla.com 
Willis-Knighton
Medical Center
 Fitness & Wellness
Center – North
 Work Kare – North
 Physicians
and more
 Quick Care Urgent Care
Center – Bossier
Center – Bossier
 Work Kare – Bossier
 Physicians
and more
Wherever you turn,
Willis-Knighton
is there With:
o Convenient Hospitals
o Urgent Care For Minor
Illnesses and Accidents
o Great Doctors
o Exceptional Fitness
& Wellness Centers
o Classes and Information
Services
o Expert Occupational
WK Pierremont
Medicine Services
Health Center
Willis-Knighton South & The
 Quick Care Urgent
Center for Women’s Health
Care Center –
o Secure, Stimulating
 Quick Care Urgent Care Center –
Shreveport
Senior Residential Options
South Shreveport
Fitness & Wellness Center – South
Center –
o Unwavering Support
 Work Kare – South
Pierremont
 Physicians
for Our Community
 Work Kare –
and more The Oaks
Pierremont
 Physicians
of Louisiana
and more
 Tower at The Oaks
 Garden Apartments at The Oaks
 Savannah at The Oaks
 Health Center at Live Oak
 oaksofla.com
www.wkhs.com

EASE THE TRANSITION - Willis

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