In This Guide - Presence Health

UNKNOWN
Other people may be there to help us, teach us, guide us along our path,
but the lesson to be learned is always ours.
In This Guide
Welcome to Presence
United Samaritans Medical Center
2
Telephone Directory 3
During Your Stay Television Channel Listing
Rights & Responsibilities
Do You Have Pain? Stay Safe Our Commitment to Care
4-11
12
13-14
16
Stay Safe
You can contribute
to health care safety.
15
16-21
22
What are Your Advance Directives? 23-24
Your Privacy & Information
25-26
Preparing to Leave the Hospital
27-30
Resources
31-32
27
Preparing
to Leave the Hospital
OUR ADDRESS
812 North Logan Ave.
Danville, IL 61832
©2014 PatientPoint®
presencehealth.org 217.443.5000 :
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Welcome to Presence United
Samaritans Medical Center
Our Mission
Inspired by the healing
ministry of Jesus Christ,
we, Presence Health, a
Catholic health system,
provide compassionate,
holistic care with a spirit of
healing and hope in the
communities we serve.
Our Vision
We will be a leader
in transforming
healthcare by delivering
clinical excellence,
outstanding value and
exceptional experience to
achieve better health for
our communities.
Thank you for choosing Presence United Samaritans
Medical Center to meet your healthcare needs. We
are pleased to have you as our patient and our guest,
and we look forward to meeting and exceeding your
expectations while you are with us.
As you are getting settled into your room, you might
have some questions about your stay here. We hope this
guide will provide useful information for you and your
family. Please take this guide home with you when you
are discharged and use it as an ongoing reference for your
healthcare needs.
If you have any questions or suggestions during your
stay, please contact your nurse or any member of our
staff—we value your suggestions and questions.
Our website can also provide answers to a multitude
of questions about the programs and services we offer.
Visit us at presencehealth.org.
Presence United Samaritans is proud to have served
this community since 1882, and we pledge to continue
our mission and tradition of excellent service to you now,
and well into the future.
Sincerely,
Jared C. Rogers
Interim Regional President and CEO
Our Values
Honesty: The Value of Honesty instills in us the courage to always speak the truth,
to act in ways consistent with our Mission and Values and to choose to do
the right thing.
Oneness: The Value of Oneness inspires us to recognize that we are interdependent,
interrelated and interconnected with each other and all those we are called to serve.
People: The Value of People encourages us to honor the diversity and dignity of each
individual as a person created and loved by God, bestowed with unique and personal
gifts and blessings, and an inherently sacred and valuable member of the community.
Excellence: The Value of Excellence empowers us to always strive for exceptional
performance as we work individually and collectively to best serve those in need.
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Telephone Directory
Administration
443.5201
Ambulatory Care/Outpatient
Procedures
443.5284
Apothecary Pharmacy
443.2306
Cancer Center
431.4290
Cardiovascular Laboratory
443.5281
Care Management
443.5000 Ext. 5123
Educational/Organizational
Development 443.5260
Emergency Department
443.5221
Faith in Action
431.8489
Faith In Action South
267.2752
Foundation442.6583
Gift Shop
443.5290
Housekeeping
443.5000 Ext. 5563
Human Resources
443.5235
Laboratory443.5206
Medical Records
443.5266
Obstetrics/Family Life Center
443.5211
Pastoral Care/
Chaplain
443.5000 (Ask operator to page)
Patient Relations
(Compliments/Complaints)
554.6888
Presence Home Care
888.742.7990/355.4120
Radiology/X-Ray443.5245
Rehabilitation Services
(PT/OT/Speech)
443.5642
Security443.5220
Senior Services
477.2771
Volunteer Services/Opportunities
443.5279
MAIN NUMBER
Waiting Rooms
Emergency Department
ICU
Labor & Delivery
Surgery/Recovery
Radiology
4th Floor
See page 6 for more
instructions on calling
outside the hospital
from your room phone.
Ext. 5765
Ext. 5401
Ext. 5508
Ext. 2901
Ext. 5395
Ext. 4498
217.443.5000
Information Desk
217.443.5200
Billing
888.740.4111
Maintenance
during your stay
9.304.6411
At Your Request
Room Service Dining
7:00 a.m. - 6:30 p.m.
Ext. 5103
Save and use this phone
listing after you go home.
Also visit us at
presencehealth.org
Calling while you are
here as a patient?
Dial the four-digit
extension only.
(More room telephone
instructions on page 6.)
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During Your Stay
At Presence United
Samaritans Medical
Center, we realize that
visitors are special
people. We hope visitors
will join us in doing
everything possible to
make a patient visit what
it should be—a quiet
time when they can
talk, listen, or just hold
the hand of someone
important to them.
All patients deserve
respect, protection
and the best possible
medical care. We believe
in protecting patients
from noise, distractions and disturbances.
Regulations of the Illinois
Department of Public
Health, as well as our
own policies, require
that we remain vigilant
in maintaining a calm,
protective environment
on all floors, in all units,
at all times.
Visiting Guidelines
General
n Children must be accompanied by an adult.
n After 8:30 p.m., access to the medical center is
available only through the Emergency entrance.
n Please notify your caregiver if you have a support
person/family member that will be staying overnight.
For the safety and security of our guests, the House
Supervisor or Security personnel will issue a pass.
n Quiet hours: While our patients rest at all times of
the day, we particularly ask you to respect quiet time
during the hours of 10:30 p.m. - 4:30 a.m.
Abiding by these guidelines will help us provide
a calm and peaceful environment and maintain
a high standard of care.
Labor and Delivery
n The number of visitors in each labor and delivery
room is limited to two. The significant other/father
of baby does not count as a visitor.
n Two visitors are allowed to be present for the delivery
in the Birthing Suites. During the delivery, trading of
visitors will not be allowed.
n The patient’s children may visit briefly in the labor
room during labor, per the patient’s request with other
adult supervision. Other children are not permitted.
n Only the designated support person is allowed
to go into the Cesarean Section room during
a scheduled Cesarean delivery. No visitors are allowed
during an emergency Cesarean delivery.
n No visitors are allowed in the Cesarean Delivery
Recovery Room.
Post Partum
n The identified support person may remain
with the patient throughout his or her stay.
n The designated person must remain the same during
the stay and be at least 16 years of age.
n The number of visitors on Post Partum will be
permitted according to patient preference.
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For everyone’s health and safety, visitors should not use
patient bathrooms.
n Patients from other hospital nursing units and their
visitors shall not enter the Family Life Center.
n Visiting guidelines for obstetric patients shall
apply to gynecologic patients admitted to the
combined facilities.
The above visitation rules are subject to change depending on noise level, inappropriate behaviors, need
for nurses to access patient for care, or disturbance
to roommate or other patients as well as in times
of heightened safety and infection control measures.
Parking
Free parking is available in numerous locations
surrounding the medical center, in addition to reserved
handicapped spaces. Please follow all signage in the
parking lots and driveways.
Presence United Samaritans Medical Center’s
Security Department patrols the parking lots on a
regular basis. Escort service is provided to and from
parking lots upon request.
Your Room
Patients will be assigned to a private room whenever
possible. At times when we have a large number of
patients, you may be assigned to a double room.
Waiting Rooms are
located in Emergency
and Diagnostic Imaging
(Ground floor), Surgery
(Level 1), ICU & Labor/
Delivery (Level 3) and on
Level 4. Please be courteous to other guests utilizing the waiting areas and
help us to keep them
neat and clean. Some
waiting areas have guest
computer access and
vending.
Public Restrooms
Please do not use the
bathrooms in patient
rooms. They are reserved
only for patients in order
to protect their health.
Public restrooms are
located throughout
the hospital.
Quiet
Your Hospital Bed
Your bed can adjust to many positions, and side rails
come down for easy access in and out of the bed. If you
need assistance making adjustments, or assistance in
repositioning, please ask your care provider.
Room Temperature
Waiting Rooms
We want to ensure your
ability to rest during
your stay. If you are
experiencing too much
noise in your area, please
notify your care provider
to address the situation.
A thermostat is located in each room and may be
adjusted for the comfort of the patient. Generally, the
recommended temperature range is between 70 and
76 degrees. If you need assistance with the thermostat,
please ask your care provider.
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During Your Stay
Calling Your Nurse
If you need assistance,
press the nurse call button
on your bedside or television remote. Your request
will be directed immediately to a member of your
patient care team.
Nurses and CNAs on
most nursing units carry
wireless phones that
interface with the nursecall system. This allows
the nurse to be in contact
with your physician
without having to return
to the main nurses’
station. These state-ofthe-art communication
systems help reduce
overhead paging and
noise level, improve
communication among
the caregivers, and allow
staff to spend more time
at your bedside.
Rapid
Response Team
If you experience a
sudden or serious
change in your
condition, call the
Rapid Response Team
at 9.304.0513. A Critical
Care Nurse & Respiratory
Therapist will respond
within minutes.
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Housekeeping Services
In order to be environmentally friendly, your bed linens
will be changed upon request. If you wish your linens to
be changed, please inform a member of your patient care
team. Fresh towels are provided daily. If you need additional
towels, please inform a member of your patient care team.
Interpreters
If you need an interpreter, tell your caregiver. You have
the right to have an interpreter provided by the medical
center at no cost to you. If you have any concerns
about interpreter services, please tell your caregiver
or ask to speak to a supervisor. If you have complaints
concerning interpreter services provided by Presence
United Samaritans Medical Center, please call: Illinois
Department of Public Health, Language Assistance
Complaint Line, at 800.252.4343.
For the Hearing Impaired
The medical center has access to qualified sign language
interpreters for the hearing impaired 24 hours a day.
If you need a TTY telephone for hearing-impaired
interpreting, tell your caregiver. If you have any concerns
about interpreter services, please tell your caregiver
or ask to speak to a supervisor. If you have complaints
concerning interpreter services provided by Presence
United Samaritans Medical Center, please call: Illinois
Department of Public Health for hearing-impaired
interpreting at 800.547.0466 (TTY).
Telephone
Telephones are provided in all patient rooms. Outgoing
calls should be made prior to 10:00 p.m. in consideration
of other nearby patients who may be resting.
n Free local calls may be made. To place a local call,
dial 9 and the number. If you are trying to reach a
cellphone number, you will need to dial 0 and have the
operator assist you.
n For long distance, even in the 217 area code, dial
9 + 0 + the area code + the number. You will be asked
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to pay for this by credit card, home phone number or
prepaid phone card.
n To stop all incoming calls, dial 0 and ask the operator
to restrict your calls. To resume calls, dial 0 and ask
the operator to take off your restriction.
n If you need further assistance with the telephone,
please ask a member of your patient care team
or call the operator.
n For friends and family who are calling Presence
United Samaritans Medical Center to reach
a patient, the main telephone number is
217.443.5000. The caller will hear a recording
and they should simply follow the instructions
given. Calls will not be transferred to patient
rooms after 9:00 p.m.
Patient Email
Patient email is another way for your friends and
family to stay in touch with you while you are a
patient with us. Those who care about you can visit
presencehealth.org, click on Patient email and fill
out a simple form. The message will be printed out,
sealed, and hand-delivered by our volunteer staff
Monday through Friday mornings.
Cellphones
Cellular phones are permitted in the medical center.
We ask that you be respectful of other guests
and patients and make calls in private areas.
Be advised that cellphones may not work in certain
areas of the medical center depending on your
service provider.
Lost and Found
The Security Department provides a lost and found
service. If you lose or find something, you may report
or take the item to the Security Department, which
is located on the ground floor by the Emergency
Department. Items not claimed within 30 days will
be disposed of or given to charity. Lost clothing,
Wireless
Internet Service
We know how important
it is for guests to keep
in contact with friends
and family members,
as well as conduct
business, while here
at the medical center.
In order to facilitate
that communication,
Presence offers free guest
wireless Internet access
for patients and visitors
with their own wirelessenabled devices while in
our facility. Just turn on
your device, activate your
wireless card, launch your
web browser, agree to
the terms and conditions
and select “Connect to
the Internet.” If you have
questions or difficulty,
call our Help Desk at
800.345.2180, option 3.
For those without
wireless devices, the
medical center also
offers free guest Internet
access at workstations
in our Main Lobby and
the ICU and fourth floor
waiting areas. Please be
respectful of others who
may be waiting to use
this service.
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During Your Stay
shoes, or other items should be brought to the
attention of the unit manager.
Emergency Situations
In the event of an emergency, the medical center
utilizes an overhead code system to alert staff. Medical
center staff will inform you in the event of any
emergency situations that may affect you, as well as
when drills are conducted. Listen to and follow all
instructions provided by medical center staff.
Leave Your
Valuables At Home
If you have valuables,
such as jewelry and cash,
please give them to a
relative or friend to take
care of during your stay.
Contact lenses,
eyeglasses, hearing
aids and dentures
should be stored in your
bedside stand when not
in use. Please don’t put
them on your bed or
food tray—they may
be damaged or lost.
Presence United
Samaritans Medical
Center cannot be
responsible for
replacement of
personal belongings.
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Smoking
To protect and promote the health and wellness of
our community, smoking and tobacco products are
prohibited throughout the campus of Presence United
Samaritans Medical Center. This restriction includes
tobacco use inside and outside any property operated
by the medical center, the grounds and parking lots.
We appreciate your compliance with our tobacco-free
campus policy.
TV
Your room is furnished with a color television
that can be controlled from a bedside remote
control. In respect for other patients, please turn
off your television by 11:00 p.m. Channel listings
are located on page 12. If you experience any
difficulty with your television, please dial
Maintenance at 9.304.6411.
Mail and Flowers
Mail will be delivered to you by a hospital volunteer.
Any mail received after your discharge will be
forwarded to your home address. Outgoing mail
may be taken to the nursing station or given to your
attending nurse. Postage stamps are available in the
gift shop.
Individual florists deliver flowers to patient rooms.
Please note that flowers are prohibited in intensive
care units. Patients in neutropenic precautions due
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to problems with their immune systems should not
receive plants or flowers. Also, flowers may cause
patients with allergies and respiratory conditions
to develop breathing problems. For the safety of our
patients and staff with latex allergies, latex balloons are
not permitted in the medical center. Mylar balloons
are an acceptable alternative to latex.
Books, Magazines and Puzzle Books
If you are interested in reading a book or magazine,
a volunteer with a library cart will be making rounds
several times per week to offer books/magazines/
puzzle books to you. These books/magazines/puzzle
books have been donated by employees and volunteers
for your enjoyment. When you get a book/magazine/
puzzle book, you are to take it home with you.
Presence United Samaritans Medical Center is not
responsible for the content of the books/magazines/
puzzle books. If you should miss the cart, you may
call ext. 5396 to request a book/magazine/puzzle book
be brought to you.
Patient Meals
We are committed to delivering excellent service
and making sure you are satisfied during your stay.
With this goal in mind, we are proud to offer
“At Your Request” Room Service Dining. This
innovative dining program allows patients to select
meals from an expansive menu, as well as determine
their own meal times.
To order your meals, please review the menu
provided in your room and select your preferred
choices. Once you have made your selections, please
dial ext. 5103 from your bedside telephone
to place your order. Our goal is to deliver your meal
to your room within 45 minutes after you have
placed your order. Meal orders may be placed
anytime between 7:00 a.m. and 6:30 p.m.
If you would like to have your meal delivered
at a specific time, simply inform the room service
Possession of
Weapons, Alcohol
or Illegal Substances
In accordance with all
federal, state and local
laws, the possession
of weapons or other
illegal substances on the
medical center campus
is prohibited. These
items include, but are
not limited to: firearms,
explosives and illegal
narcotics. In addition, the
possession of alcoholic
beverages on the
medical center campus
is also prohibited.
Newspapers
Newspapers may
be purchased in the Gift
Shop in the Lobby, or
outside the cafeteria on
the Ground floor.
ATM
For your convenience,
an automated teller
machine (ATM) is located
in the main lobby.
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During Your Stay
Where’s the
Cafeteria?
LOCATION:
Ground level
The cafeteria is open
seven days a week.
Visitors are welcome
to dine in the cafeteria.
HOURS:
Breakfast
6:30 a.m. to 10:00 a.m.
Lunch
11:00 a.m. to 2:00 p.m.
Snacks
2:00 p.m. to 4:00 p.m.
Dinner
4:00 p.m. to 6:30 p.m.
Vending Machines
Vending machines
offering a variety of
sandwiches, snacks, and
beverages are located on
the lobby level. They are
available 24 hours a day,
7 days a week.
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operator at the time you place your order. Family
members may call from outside the hospital to place
orders for their loved one by calling 217.443.5000, ext.
5103.
Nutrition Counseling
Through our Food and Nutrition Services department,
we offer inpatient nutrition counseling. Counseling is
done on a one-to-one basis. Please contact your nurse
if you would like to be seen by the dietitian during
your admission. Nutrition counseling is available
after you leave the hospital and requires a referral
from your physician. Please call ext. 5135
to schedule an appointment.
Guest Meals
While visitors are encouraged to purchase their meals
in the cafeteria, family members may order from the
“At Your Request” menu and dine with the patient.
To do so, please purchase a meal coupon from the
cashier in the cafeteria or from the Gift Shop. Then,
follow the directions in “Patient Meals” on page 9 to
place an order from the “At Your Request” menu in the
patient’s room. When the meal arrives, present your
meal coupon to the person who delivers your tray.
Pastoral Care
To best serve our patients, a Chaplain is available
24 hours a day. If you would like a visit from one
of our Chaplains, please ask a member of your patient
care team to call the operator and page the Chaplain
on call.
Patients and visitors are welcome to visit our Chapel,
located by the triple bank elevators in the lobby. Both
Catholic Masses and ecumenical services are celebrated
in our Chapel. Information on all interfaith services is
available through the Pastoral Care Department.
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Chapel Services
Gift Shop
Catholic Mass - 5:30 p.m., Sunday
Ecumenical Services - 11:30 a.m., Tuesday
and Thursday
The Gift Shop is located
on the lobby level. There
are a wide variety of gift
selections such as fresh
flowers, Mylar balloons,
candy, toys, accessories
for the home, greeting
cards and much more.
Cash and credit cards
are accepted.
Your Physician
During your stay, you may be cared for by a hospitalist
rather than your family physician. A hospitalist
is a physician that is specially trained in caring for
patients in a hospital-setting, that is available on-site
to coordinate every detail of a patient’s treatment.
Hours of Operation:
Monday through Friday
9:00 a.m. to 1:00 p.m.
& 2:00 p.m. to 6:00 p.m.
Saturday
11:00 a.m. to 4:00 p.m.
Sunday
1:00 p.m. to 4:00 p.m.
Your Satisfaction
Our goal is to provide you with excellent care. To
determine whether improvements are needed,
this hospital takes part in a consumer survey that
measures your satisfaction with the quality of your
care. The survey measures and reports satisfaction
of our hospital compared to other hospitals in the
United States. After you are released from the hospital,
you may be contacted by Professional Research
Consultants (PRC) to participate in the survey. Please
take the time to answer the questions from the PRC
survey. Your feedback is very valuable to us and is
necessary as we continue to strive for excellence.
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Television Channel Listing
2
3
4
5
7
8
10 11
12 13 15 17 18 19 20 22 23 24 25 26 WTWO NBC
WCIX
WCIA CBS
Local Access
U of I
WICD ABC
WAND NBC
FOX
CW
WILL PBS
CSPAN
TBS
WGN
TVGN
QVC
Weatherscan
HSN
ESPN2
ESPN
FOX Sports
27 28 29 30 31 32 34 35 36 37 38 39 40 41 42 43 44 45 46 47 Comedy Central
USA
TNT
Lifetime
E! Entertainment
ABC Family
AMC
Bravo
A&E
History Channel
Discovery Channel
Learning Channel
Animal Planet
HGTV
Food Network
CNN
Headline News
Weather Channel
CNBC
MSNBC
48 TRU TV
49 Spike TV
50 Hallmark
52VH-1
53 MTV
54 BET
55 Cartoon Network
56 Nickelodeon
57 Disney
58 Oxygen
59 FX
60 FOX News
61 Esquire Network
63 TV Land
66 Big Ten
69
Comcast
SportsNet
70 Travel Channel
82 Patient Channel
Patient Channel
The Patient Channel is an in-hospital TV channel delivered directly to patient
rooms and waiting areas, providing viewers with original, award-winning
programs. The channel features various health topics representing important
wellness and recovery information in an accessible and empowering way.
Programming includes doctors, patients and healthcare institutions from all
over the country, covering a wide range of medical conditions for viewers.
These videos are also available online. Talk to your caregiver about watching
them via computer at www.thepatientchannel.com.
We are pleased to provide a wide range of television channels to our
patients. If you experience any difficulty with your television, please
dial Maintenance at 9.304.6411.
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Rights & Responsibilities
orientation, and gender orientation, or
expression.
n Be involved in making informed decisions
about your care, treatment and services,
including the right to have your own
physician promptly notified of your
admission to the hospital.
n Refuse care, treatment and services, in
accordance with law and regulation.
n Consent or refuse treatment after being
adequately informed of the benefits and
risks, and alternatives to treatment.
n Receive information about outcomes of
As a patient, you have a right to:
n Receive information in a manner tailored to
care and any unanticipated outcomes of
care, treatment and services that relate to
your age, language and ability to understand.
n Exercise your cultural values and spiritual
sentinel events.
beliefs as long as they do not interfere with n Have a surrogate decision-maker make
the well-being of others or the planned
informed decisions about your care, treatcourse of any medical care.
ment and services, including the refusal of
n Effective communication.
care, treatment and services on your behalf,
n Privacy and confidentiality, including the
and receive information about unanconfidentiality of your clinical records and
ticipated outcomes of care, treatment and
the right to access information contained
services, that relate to sentinel events, when
in your clinical records within a reasonable
you are unable to make informed decisions.
n Give or withhold informed consent to protime frame.
n Have pain treated as efficiently
duce or use recording, film or other images
of you for purposes other than your care.
as possible.
n Access, request amendment to, and obtain
n Be fully informed of, and to consent to
information on disclosure of your health
or refuse to participate in, any unusual
information, in accordance with law and
experiment or research project without
regulations.
compromising your access to service.
n Have a family member, friend, or
n Receive information about the individual(s)
other individual present with you for
responsible for, as well as those providing
emotional support, unless the individual’s
your care, treatment and services.
n Formulate or review and revise your
presence is medically or therapeutically
contraindicated or infringes upon others’
advanced directives and have members
rights or safety.
of the hospital staff comply with those
n Receive medical treatment or
advanced directives, in accordance with
law and regulation and the hospital’s
accommodations regardless of age,
capabilities.
race, ethnicity, religion, culture,
n Have your wishes honored regarding
language, physical or mental disability,
socioeconomic status, sex, sexual
organ donation.
As a patient, you are afforded impartial
access to available and medically necessary
treatment, and accommodations regardless of
age, race, ethnicity, religion, culture, language,
physical or mental disability, socioeconomic
status, sex, sexual orientation, and gender
orientation or expression. Presence United
Samaritans Medical Center subscribes to the
following Patient Rights and Responsibilities
that reflect our Mission and Values as an institution promoting God’s healing presence.
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13
Rights & Responsibilities
n Be free from neglect; exploitation; and
verbal, mental, physical and sexual abuse.
n An environment that preserves your
dignity and contributes to your positive
self-image.
n Communicate complaints or grievances,
regarding your care to your physician,
nurse, nurse team member, consumer
advocate, or hospital management in
administration, without being subject
to coercion, discrimination, reprisal, or
unreasonable interruption of care.
n Access protective and advocacy services.
n Be free from restraint or seclusion of any
form, imposed as a means of coercion,
discipline, convenience, or retaliation by
staff (restraint or seclusion may only be
imposed to ensure the immediate physical
safety of the patient, a staff member, or
others and must be discontinued at the
earliest possible time).
n Receive the visitors whom you designate,
subject to your consent, including, but not
limited to, a spouse, a domestic partner
(including a same-sex domestic partner),
another family member, or a friend, and
to withdraw or deny such consent at any
time. The hospital will not restrict, limit, or
otherwise deny visitation privileges on the
basis of age, race, ethnicity, religion, culture,
language, physical or mental disability, socioeconomic status, sex, sexual orientation,
and gender orientation, or expression.
n Examine and receive an explanation of your
bill, regardless of the source of payment.
n Request an ethics consultation.
As a patient, you have the
responsibility to:
n Provide, to the best of your knowledge, ac-
curate and complete information that facilitates your care, treatment and services.
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This may include information regarding
the following: the nature of your illnesses;
past illnesses and hospitalizations; specific
problems, symptoms, pains or issues you
have during your hospital stay; medication
history, reactions and concerns; any ongoing changes in your medical condition as
they occur; and any advance directives
you have prepared.
n Ask questions or acknowledge when you
do not understand the treatment course or
care decision.
n Follow instructions, policies, rules and
regulations in place to support quality
care for you and a safe environment for all
individuals in the hospital.
n Support mutual consideration and respect
by maintaining civil language and conduct
in interactions with staff, and licensed
independent practitioners.
n Meet your financial commitments.
The hospital Patient Advocate can be reached
by telephone at 217.554.6888. We hope you
will give us an opportunity to resolve any
issues you may have. A written concern about
patient safety, quality of care, or complaint
can be made to Administration at Presence
United Samaritans Medical Center, 812 N.
Logan Ave., Danville, IL 61832.
Concerns about patient safety, quality of care,
or complaint may also be communicated
directly to the Illinois Department of
Public Health at 800.252.4343, the Illinois
Foundation for Quality Health Care via its
Consumer Helpline at 800.647.8089 or
The Joint Commission at 800.994.6610.
Presence United Samaritans Medical Center
abides by the Ethical and Religious Directives
for Catholic Health Care Services.
Do You Have Pain?
What Is Pain and How Do I Manage It? is important because it helps us to know
Pain is an uncomfortable feeling that
tells you that something may be wrong
with your body. Pain includes many types
of discomfort and can occur anywhere
in your body. It can feel like a dull ache,
or it can be severe and unbearable. Pain
can include pulling, tightness, cramping,
burning, stabbing or other unpleasant
sensations.
There are many ways to manage pain.
Medications and other therapies are
available including relaxation techniques,
stress reduction, massage, and heat or cold
application. Please discuss with us which
method best suits your needs.
how well your treatment is working and
whether or not changes need to be made.
Pain Management
You are the expert about how you are
feeling. Be sure to tell your doctor or
nurse when you have any kind of pain so
that they can work with you to manage it. Your caregivers want you to be
comfortable. To help describe your pain,
be sure to report:
When the pain began
Where you feel pain
How the pain feels—sharp, dull,
throbbing, burning, tingling
If the pain is constant, or if it comes
and goes
What, if anything, makes the pain feel
better
What, if anything, makes the pain feel
worse
How much, if any, pain your medicine
is taking away
If your medicine helps with the pain,
how many hours of relief do you get?
n
n
n
n
Use the Pain Rating Scale to tell
your doctor or nurse how severe
your pain is.
You will be asked to rate your pain on a
scale of 0 to 10 and select a word that best
describes your pain. Some patients don’t
like to discuss their pain or discomfort.
They worry that they are bothering the
doctors or nurses. Reporting your pain
n
n
n
n
USE THE PAIN RATING SCALE BELOW TO TELL YOUR DOCTOR OR NURSE HOW
YOUR PAIN IS AFFECTING YOU.
©2014 PatientPoint®
presencehealth.org 217.443.5000 :
15
HENRY H. TWEEDY 1868-1953
Fear is the father of courage
and the mother of safety.
Leave your valuables at home.
See page 8.
PATIENT IDENTIFICATION
Stay Safe
You can contribute to healthcare safety.
While you are in the hospital, many people will
enter your room, from doctors and nurses to aides
and technicians. The following information will
help make your hospital stay safe and comfortable.
Don’t Be Afraid to Ask…
A number of people may enter your hospital
room. Be sure to:
n Ask for the ID of everyone who comes into
your room.
n Speak up if hospital staff don’t ask to check
your ID.
n Ask if the person has washed his or her hands
before he or she touches you.
n If you are told you need certain tests or
procedures, ask why you need them, when
they will happen, and how long it will be
before you get the results.
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Any time staff enters your room
to administer medications, transport you or perform procedures
and treatments, they must check
your birth date and name before
they proceed. At times, you may
be asked the same question
repeatedly. Please understand
that this verification process is
a critical component in our patient safety program in order to
guarantee that all of our patients
receive the correct medications
and treatments.
IDENTIFYING
YOUR CAREGIVERS
To assist you in recognizing the
various roles of healthcare providers,
Presence United Samaritans Medical
Center has instituted different color
uniforms. The colors are as follows:
Nurse - Navy Blue or White
Nurses’ Aide/Patient Care
Tech - Cranberry/Wine
Imaging/X-ray - Evergreen
Respiratory - Royal Blue
Lab - Caribbean Blue
Transport - Khaki
Housekeeping - Hunter Green
Shirt/Khaki Pants
Food Services Olive Shirt/Black Pants
Maintenance Tan Shirt/Brown Pants
Pastoral Care - Light Blue coat
Other Clinical Providers
will wear white coats
in patient areas.
©2014 PatientPoint®
Fighting Infections
While you’re in the hospital to get well, you should
know that there is the possibility of developing an
infection. The single most important thing you can
do to help prevent infections is to wash your hands
and make sure that everyone who touches you—
including your doctors and nurses—washes his
or her hands, too.
You, your family and friends should wash hands:
1. after touching objects or surfaces
in the hospital room
2. before eating
3. after using the restroom
Happy Birthday to You!
It is also important that your healthcare providers
wash their hands with either soap and water or an
alcohol-based hand cleaner every time, both before
and after they touch you. Healthcare providers
know to practice hand hygiene, but sometimes they
forget. You and your family should not be afraid
or embarrassed to speak up and ask them to wash
their hands.
Preventing Medication Errors
By taking part in your own care, you can help
the members of your healthcare team avoid
medication errors. Here’s how:
Be sure that all of your doctors know what
medications you have been taking, including
prescription drugs, over-the-counter medications,
herbal and vitamin supplements, natural remedies
and recreational drugs.
Be sure that all of your doctors know of any
allergies you may have—to medications,
anesthesia, foods, latex products, etc.
When you are brought medications or IV fluids,
ask the person to check to be sure you are the patient
who is supposed to receive the medications.
Show that person your ID bracelet to double-check.
Remember—you play an important role in helping
to reduce medication errors.
©2014 PatientPoint®
Wash your hands with soap
and warm water for 15 to
20 seconds. That’s about the
same amount of time that
it takes to sing the “Happy
Birthday” song twice.
No Soap? No Problem
Alcohol-based hand cleaners
are as effective as soap and
water in killing germs. To
use, apply the cleaner to the
palm of your hand and rub
your hands together. Keep
rubbing over all the surfaces
of your fingers and hands
until they are dry.
presencehealth.org 217.443.5000 :
17
Stay Safe continued
Know Your Meds
While you are hospitalized, your doctor may prescribe
medications for you. Be sure that you understand exactly what they are and why they are being prescribed.
Use this checklist to help you get the information you
need from your doctor:
What is the name of the medicine?
What is its generic name?
Why am I taking this medicine?
What dose will I be taking?
How often, and for how long?
What are the possible side effects?
Can I take this medicine while taking my other
medications or dietary supplements?
Are there any foods, drinks or activities that
I should avoid while taking this medicine?
DVT:
LOWER YOUR RISK
Deep-vein thrombosis
(DVT) occurs when blood
clots form in the legs and
block circulation. The clots
can lodge in the brain,
heart or lungs, causing
damage or even death.
When you’re hospitalized
and in bed with limited
physical activity, your risk
of DVT increases.
Ask your doctor about
using compression boots
or stockings and/or blood
Preventing Falls
thinners to prevent
A fall can happen to anyone, but being in an unfamiliar
environment can increase the likelihood of a fall occurring. DVT during your stay.
There are a number of recognized factors that can increase
Tell your doctor or nurse
the risk of falling, but the majority of falls are related to
if you have any of the
patients’ attempts to get to the bathroom or commode.
following warning signs:
Presence United Samaritans Medical Center has
____________
a Fall Prevention Program. You will be assessed on
A leg cramp or charley
admission and each shift for your “fall risk.” If found
horse that gets worse
to be at high risk, an orange sign and bracelet will
____________
identify you as high risk so that special precautions can
Swelling and discoloration
be taken to prevent a fall.
in your leg, upper arm
If you have been instructed not to walk without
or neck
assistance, please turn on your call light and request
____________
assistance to the bathroom or to get out of bed. Only
Unexplained shortness
hospital staff should assist you with activities such as
of breath
getting out of bed, into a chair, etc., if you have been
____________
determined to be a fall risk.
We use all of our senses when we move around, so turn Chest discomfort that gets
worse when you breathe
on the light and wear your glasses or hearing aids. For
deeply or cough
your safety, we recommend that you wear nonskid slip____________
pers, walk slowly and carefully, and ask your caregiver to
Light-headedness or
move any chairs, tables, cords, or wastebaskets that may
blacking out
be in the way. Be sure you know how to properly use
assistive devices such as canes and walkers.
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©2014 PatientPoint®
Stay Safe
Isolation Practices
If your condition requires you to be placed in
isolation precautions due to an infection, there are
some actions that must be taken by all individuals
entering your isolation room. These guidelines are
established to prevent the spread of infection to your
family members, visitors, staff and other patients.
Isolation rooms have a sign on the door or doorjamb,
indicating the type of isolation that is in use. Before
entering the room, visitors must check with the nurse
and follow the posted precautions. This may include
wearing protective apparel such as a gown, gloves and
mask. These supplies are located outside the room.
Please ask the nurse for assistance. Handwashing also
plays an important role in preventing the spread
of diseases.
MRSA Screening
Because your health and safety are important to us,
Presence is taking part in state and national patient
safety programs to reduce the risk of transmission
of antibiotic-resistant bacteria.
There are bacteria, or germs, both inside and outside
the hospital that are of special concern because
they are resistant to antibiotic treatment and can
cause infection while patients are receiving
medical care. Antibiotic resistance is growing
into a worldwide problem.
People can carry these germs in their body without
symptoms, and they can unknowingly be passed from
patient to patient if important steps are not taken.
A very important bacteria that may be resistant to
many antibiotics most commonly used to treat it is
methicillin-resistant Staphylococcus aureus (MRSA).
MRSA is commonly found on the skin or in the nose.
It is important for your healthcare providers to
know if you are carrying MRSA, so a nasal specimen
may be collected upon admission by simply swabbing
inside your nose with a small sterile swab. Additional
specimens may also be obtained if necessary.
Visitors
Ask your friends and
relatives not to visit if
they do not feel well.
Children should avoid
visiting for their wellbeing as well as yours.
Visitors should not sit on
the patient’s bed and
children should also not
play on the floor.
Pediatric Safety
In order to ensure
their safety, we
require that our
pediatric patients be
accompanied at all times
by an adult during their
stay. We recommend
that this person be a
family member over
the age of 18. If it is not
possible to have an
adult family member
stay with the patient,
please notify a member
of the patient care
team so that other
arrangements can
be made.
presencehealth.org 217.443.5000 : 19
Stay Safe
Surgery
Prior to surgery or any
invasive procedures, your
physician will explain
the procedure to you
including risks, how
you will benefit from
the procedure, and any
alternative therapies that
may be available for your
condition and expected
outcome. Your physician
or anesthesiologist will
also explain the sedation
or anesthesia that will
be used.
You will be asked to
sign a consent form.
Please read it and make
sure you understand
what you’ve read. Be
sure to ask any questions
you may have. For your
safety, the physician will
confirm the correct side/
site with you and mark
the area that will be
operated on prior
to surgery.
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If you test positive, you will be placed in
“CONTACT ISOLATION” to help us prevent
the spread of MRSA. This means that healthcare staff
and visitors will be wearing gowns and gloves while
caring for you or visiting with you. The presence
of these bacteria does not require treatment unless
you have an infection.
Please ask your nurse if you have any questions or
concerns regarding this information about MRSA.
Within 24 hours after the swabs are collected, your
nurse or doctor will share the results with you. If you
have any questions regarding the results, please don’t
hesitate to ask.
Our staff is working hard to protect you from
infection while you are in the hospital, as well
as to protect you from infections after you go home.
More information is available about MRSA:
Just ask your nurse.
Care Hints
n If you have an intravenous catheter (IV) or wound
dressing, keep the skin around the dressing clean
and dry. If the dressing becomes loose or wet,
please notify your nurse.
n If you have any type of catheter or drainage tube,
notify your nurse promptly if it becomes loose
or dislodged.
n If you are diabetic, be sure to talk with your doctor
regarding the best way to control your blood sugar
before, during and after your hospital stay.
High blood sugar increases the risk of infection.
n For your health and safety, while with us as
a patient, you will not be allowed to leave
the building to smoke.
n Cover your mouth and nose when coughing
or sneezing, and remind your visitors to do
so, too. Wash your hands after coughing
or sneezing.
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Flu and Pneumonia Prevention
People who contract the flu from
a virus often get ill suddenly and have
a fever, cough and body aches. Influenza
can lead to serious complications, such as
pneumonia and death.
The Centers for Disease Control
recommends that all individuals
ages six months and up be
vaccinated every year
for the flu. Our staff
will determine your
need and invite you to
be vaccinated while you
are here.
Notes and Questions
Pneumococcal
pneumonia is a
serious lung infection,
and is the most
common kind
of pneumonia identified
in elderly people.
Symptoms include
fever, aches, fatigue,
chest pain, cough
and confusion. It is very
important that people
65 years of age and
older, and those
under 65 that have
chronic illness, receive
a pneumococcal
vaccination. We can
provide this as needed.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
presencehealth.org 217.443.5000 : 21
Our Commitment to Care
Hospital Report
Card Act
Presence United
Samaritans Medical
Center is committed to
providing excellent care.
We welcome comments
and questions from
our patients about our
nursing team. Patients
are entitled to ask for
information related to
the medical center’s
nurse-to-patient
staffing ratios, as well as
nursing staff credentials
including education,
training and certification.
A response to these
types of inquiries is
available within two
hours during normal
business hours, and
within four hours after
business hours for
patients currently under
our care or preparing to
be admitted. Inquiries
from those who are
not Presence United
Samaritans Medical
Center patients are
addressed within
seven business days.
Our Commitment to Excellent Care
Our goal is to provide you with excellent care. In
pursuit of that goal, your healthcare team is committed
to ensuring that the care, treatment, and services you
receive are both high quality and safe. If you feel that we
have not met this goal, or you have any concerns during
your stay, we encourage you to contact the Patient Care
Manager of your unit for prompt resolution.
If your concern has not been resolved to your
satisfaction and you wish to file a grievance, please
contact Patient Relations at 217.554.6888.
In addition, as a condition of our accreditation, we
are required to advise you that you may also contact
The Joint Commission on Accreditation of Healthcare
Organizations or other hospital regulatory agencies
to express your concerns. You may do this without
contacting us. The following is the contact information
for the regulatory agencies.
The Illinois Department of Public Health
Office of Health Care Regulation
525 West Jefferson St., 5th Floor
Springfield, IL 62761-0001
800.252.4343
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
800.994.6610
[email protected]
The Centers for Medicare and Medicaid Services
312.886.6432
If at any time you have questions about your
nursing care, please feel free to contact the Nursing
Administrator on call by dialing the hospital operator.
Thank you for choosing Presence United Samaritans
Medical Center.
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What are Your Advance Directives?
Patient Services Advance Directives
The staff of Presence United Samaritans Medical
Center believes that human life is a sacred gift.
We also accept death, with peaceful dignity,
as part of life’s process.
We understand that not all healthcare decisions are
easily or clearly defined. We will try to provide, in this
section, answers to the commonly asked questions
about the durable power of attorney for healthcare
and living wills.
Presence United Samaritans Medical Center also
believes that all individuals need to know about the
durable power of attorney for healthcare. A copy of
the Illinois Statutory Short Form Power of Attorney
for Healthcare document can be obtained from most
lawyers, by calling the Pastoral Care department at ext.
5463, or having the chaplain on call paged.
Here is a brief description of each kind of Directive:
What Are
Advance Directives?
A living will, healthcare
proxy, and durable
power of attorney
are the legal documents
that allow you to
give direction to
medical personnel,
family, and friends
concerning your future
care when you cannot
speak for yourself. You
do not need a lawyer
in order to complete
Advance Directives.
Living Will
A set of instructions documenting your wishes about
life-sustaining medical care. It is used if you become
terminally ill, incapacitated, or unable to communicate
or make decisions. A living will protects your rights to
accept or refuse medical care and removes the burden
for making decisions from your family, friends and
medical professionals.
Healthcare Proxy
A person (agent) you appoint to make your
medical decisions if you are unable to do so. Choose
someone you know well and trust to represent your
preferences. Be sure to discuss this with the person
before naming him or her as your agent. Remember
that an agent may have to use his or her judgment in
the event of a medical decision for which your wishes
aren’t known. You may also designate a successor agent
in case your proxy is unable or unwilling to make
healthcare decisions for you.
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What are Your Advance Directives?
Your Advance Directive is
kept in your permanent
patient record. It is the
patient’s responsibility
to provide an updated
Advance Directive when
changes are made.
Durable Power of Attorney
For healthcare: A legal document that names
your healthcare proxy. Once written, it should be
signed, dated, witnessed, copied and put into your
medical record.
For finances: You may also want to appoint someone
to manage your financial affairs when you cannot.
A durable power of attorney (POA) for finances is
a separate legal document from the durable power
of attorney for healthcare. You may choose the
same person for both, or choose different people to
represent you. The financial POA must be witnessed
and notarized.
For more information
about Advance
Directives or to
obtain forms, please
speak with your
nurse or have the
How can I get a living will or a durable power of
operator page the
attorney for healthcare?
Chaplain on call.
The statutory forms can be obtained through the
Pastoral Care department at ext. 5463 or Care
Management at ext. 5123, or you can have the chaplain
on call paged by the operator. These forms must be
signed by the individual making the declaration and
witnessed by two impartial individuals 18 years of
age or older who are not relatives or staff, for a living
will, and one such witness for the durable POA for
healthcare.
Our Final Comment
You may find it helpful to contact an attorney for
additional information. You may also find it helpful
to discuss this with your physician. Presence United
Samaritans Medical Center reserves the right to
refuse a Directive that is not consistent with our
mission and/or Ethical & Religious Directives for
Catholic Healthcare.
If you or a family member wishes to contact the
ethics committee, you may do so by having the medical
center operator page the house supervisor.
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Your Privacy & Information
Privacy & Your Health Information
You have privacy rights under a federal law that
protects your health information. These rights are
important for you to know. Federal law sets rules
and limits on who can look at and receive your
health information.
Who must follow this law?
n Most doctors, nurses, pharmacies, hospitals, clinics,
nursing homes and many other healthcare providers
n Health insurance companies, HMOs and most
employer group health plans
n Certain government programs that pay for healthcare,
such as Medicare and Medicaid
If you believe your health
information was used
or shared in a way that
is not allowed under
the privacy law, or if you
weren’t able to exercise
your rights, you can
file a complaint with
your provider or health
insurer. You can also file
a complaint with the U.S.
government. Go online to
www.hhs.gov/ocr/hipaa/
for more information.
What information is protected?
n Information your doctors, nurses and other healthcare
providers put in your medical records
n Conversations your doctor has with nurses and others
regarding your care or treatment
n Information about you in your health insurer’s
computer system
n Billing information about you at your clinic
n Most other health information about you held
by those who must follow this law
You have rights over your health information.
Providers and health insurers who are required to
follow this law must comply with your right to:
n Ask to see and get a copy of your health records
n Have corrections added to your health information
n Receive a notice that tells you how your health information may be used and shared
n Decide if you want to give your permission before
your health information can be used or shared for
certain purposes, such as for marketing
n Get a report on when and why your health
information was shared for certain purposes
n File a complaint
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Your Privacy & Information
A separate law provides
additional privacy
protections to patients
of alcohol and drug
treatment programs.
For more information,
go online to
www.samhsa.gov.
How do I get
copies of my
medical records?
You may request an
Authorization Form
from Health Information
Services in person on
Lobby Level, or by calling
ext. 2992.
Can I access my
records on line?
Once you enroll in our
patient portal, MyRecord,
you can view portions
of your electronic health
record, including lab
results, radiology results,
recent medications,
and more through a
secure web link. Visit
presencehealth.org/
unitedsamaritans-portal
for more information
or ask to enroll at
Registration.
26
To make sure that your health information is
protected in a way that doesn’t interfere with your
healthcare, your information can be used and shared:
n For your treatment and care coordination
n To pay doctors and hospitals for your healthcare
and help run their businesses
n With your family, relatives, friends, or others you
identify who are involved with your healthcare
or your healthcare bills, unless you object
n To make sure doctors give good care and nursing
homes are clean and safe
n To protect the public’s health, such as by reporting
when the flu is in your area
n To make required reports to the police, such
as reporting gunshot wounds
Without your written permission,
your provider cannot:
n Give your health information to your employer
n Use or share your health information for marketing
or advertising purposes
n Share private notes about your mental health
counseling sessions
Adapted from U.S. Department of Health & Human
Services Office for Civil Rights
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Preparing to Leave the Hospital
When You Are Discharged
A Care Manager will talk with you
shortly after admission to assist you in
preparing for discharge. Your physician
ultimately determines when you are
ready to be discharged. Your physician
and nurse will give you discharge
instructions and answer any questions
you have about managing your
treatment and medications once you
are home.
Be sure to ask any questions you may
have before you leave the hospital.
If you have any questions or concerns
regarding the discharge process,
please contact the Care Management
department at ext. 5123. Please leave
a message and a Care Manager will
get in touch with you.
Going Home
Being discharged from the hospital
is a sign that you’re feeling better.
We share in the joy of sending you
home healthier than when you arrived.
Procedures for discharge involve
your doctors and hospital staff
working together. The discharge
process involves some or all of the
following steps:
n Your doctor will advise you that
you are ready to be discharged from
the hospital and will write orders
directing the hospital staff to begin
the discharge process. You may also
need to be seen by another physician
if a referral is made by your primary
care doctor.
n Your nurse will act on any orders your
doctor has ordered prior to discharge.
This could involve final tests or
laboratory procedures (including
obtaining results) that need to be
completed prior to your leaving.
This process can sometimes take
several hours to fully complete.
n During this process, you are
encouraged to contact family
members to arrange for transportation
from the hospital. If you will be
traveling by ambulance, or to a
nursing home, hospital staff will make
the proper arrangements.
n If you do not have family members
available to assist you in getting ready
to leave, please notify your nurse.
n Once you have been officially cleared
for discharge, your nurse will need
to remove your IV and other medical
devices before you leave.
n Your nurse will discuss with you
any physician instructions, such as
follow-up visits, and how to
take medications.
n If you need assistance, a member
of the hospital staff will assist you
to the door.
We kindly ask for your patience while
we process your discharge from the
hospital. We understand your eagerness
to return home and also want to ensure
you have all of the information you
need to complete your recovery.
To ensure that you are prepared
for discharge, please review the
following guidelines:
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Preparing to Leave the Hospital
1. I have discussed my medical
condition with my physician,
including diagnosis, treatment
and contributing factors.
2. I have looked at my incisions
and I know how to care for them.
3. I know my medications: names, dose,
schedule, actions and side effects.
4. I have my written prescriptions or they
have been called in to my pharmacy.
5. I know and understand my
recommended diet.
6. I know and understand my activity
guidelines and/or restrictions.
7. I know when to call the doctor
and which doctor to call in the
event of an emergency.
8. I have a doctor’s appointment scheduled or know when to see the doctor.
9. I am prepared to take a complete
list of my medications to my
doctor’s appointment.
10. I am aware that my discharge
may require coordination among
my physicians.
11. I am aware of community resources
that are available to me.
12. I and/or my caregiver have spoken
with a discharge planner and understand what services I may need after
leaving the hospital.
13. I or my caregiver has all necessary
paperwork for billing, referrals,
prescriptions, etc.
14. I have checked my bathroom
and bedside table carefully for any
personal items.
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Billing
What a Hospital Bill Covers
The hospital bill covers the cost of your
room, meals, 24-hour nursing care, laboratory work, tests, medication, therapy,
and the services of hospital employees.
PUSMC Billing Concerns:
Presence Central Billing Office
1000 Remington Blvd, Suite 110
Bolingbrook, IL 60440
888.740.4111
You will receive a separate bill from your
physicians for their professional services.
If you have questions about these separate
bills, please call the number printed on
each statement. For questions regarding:
Radiology Physician Charges:
East Central Illinois Radiology Group
P.O. Box 1177
Bedford Park, IL 60499
866.720.2502
peryourhealth.com
Anesthesia Physician Charges:
Medac
P.O. Box 936
Bedford Park, IL 60499
866.263.3358
hristie Patient Accounts
C
(Pathology Charges)
101 West University
Champaign, IL 61820
217.366.1382
PDM (Clinical Lab Fee)
9246 Watson Rd.
Crestwood, MO 63126
1.888.843.8475
Emergency Physician Charges:
Kennekuk Emergency Physicians
P.O. Box 37756
Philadelphia, PA 19101
800.355.2470
The hospital is responsible for
submitting bills to your insurance
company and will do everything
possible to expedite your claim. You
should remember that your policy
is a contract between you and your
insurance company and that you have
the final responsibility for payment
of your hospital bill.
Coordination of Benefits (COB)
Coordination of Benefits, referred
to as COB, is a term used by
insurance companies when you
are covered under two or more
insurance policies. This usually happens
when both husband and wife are
listed on each other’s insurance
policies, or when both parents carry
their children on their individual
policies, or when there is eligibility
under two federal programs. This
also can occur when you are involved
in a motor vehicle accident and have
medical insurance and automobile
insurance.
Most insurance companies
have COB provisions that determine
who is the primary payer when
medical expenses are incurred.
This prevents duplicate payments.
COB priority must be identified at
admission in order to comply with
insurance guidelines. Your insurance
may request a completed COB
form before paying a claim and
every attempt will be made to notify
you if this occurs. The hospital
cannot provide this information
to your insurance company. You
must resolve this issue with your
insurance carrier in order for
the claim to be paid.
Medicare
This hospital is an approved
Medicare provider. All services billed
to Medicare follow federal guidelines
and procedures. Medicare has a COB
clause. At the time of service, you will
be asked to answer questions to help
determine the primary insurance
carrier paying for your visit. This
is referred to as an MSP Questionnaire
and is required by federal law. Your
assistance in providing accurate
information will allow us to bill
the correct insurance company.
Medicare deductibles and coinsurance are covered by your
secondary insurance. If you do not have
secondary insurance you will be asked
to pay these amounts or establish
a payment plan. If you are unable
to pay these amounts, we will help
you determine if you qualify for
a state funded program.
Medicaid
We will need a copy of your Medicaid
card for the current month. Medicaid
has payment limitations on a number
of services and items.
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Preparing to Leave the Hospital
Commercial Insurance
As a service to our customers, we
will forward a claim to your insurance
carrier based on the information
you provide at the time of registration.
It is very important for you to provide
all related information such as policy
number, group number and the
correct mailing address for your
insurance company.
For Self-Pay Patients
assist you with financial arrangements,
a financial counselor may be calling
on you during your hospital stay. If
you have any questions about your
account, please feel free to call our
Central Business Office toll-free at
888.740.4111.
Notes
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Patient Financial Services Department
will send statements for payment
of self-pay accounts. You will receive
two to three billing statements
and two to three telephone calls
over a 120-day period to obtain
a payment or to make payment
arrangements. If payment arrangements
are not established and no payment
is made during the 120-day period,
the account may be placed with
a collection agency. If you need
an itemized statement, you can obtain
one by calling our customer service
department at the number listed
below. If you have any questions
regarding your billing statement,
you can contact our Central
Business Office at 888.740.4111
(toll free).
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Uninsured?
_____________________________
If you have no insurance coverage,
we can accept your payment by cash,
check or credit card. (Visa, MasterCard
and Discover are accepted.) We may
be able to provide financial assistance
if you meet certain requirements. To
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: presencehealth.org 217.443.5000
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Resources
Hospital Resources
Assistance for Visually
& Hearing Impaired
The Danville Public Library
Outreach Department offers services
for Danville residents including free
home delivered books for those that
are homebound, and aides for
the visually and hearing impaired.
877.737.4636. Profiles of all of our
medical staff are also available on line
at presencehealth.org.
Classes, Support Groups & More
Presence United Samaritans
Medical Center offers a variety
of classes, screenings, support groups,
and activities to improve your health
and well-being. For more information,
Community Care Program
dates, and to register, contact
CRIS Senior Services offers this
877.737.4636 or visit our Calendar of
program to residents 60 and over
Events on the web at presencehealth.org.
who are unable to continue handling
Some offerings include:
many of the acts of daily living. Case
Childbirth Classes: Breastfeeding,
Managers work with older adults
Childbirth Education
to remain in their homes and
Senior Services: Brown Bag Review,
Faith In Action’s Body & Soul (seasonal)
independent for as long as possible.
This program also provides
Bereavement Support: Loss & Grief
pre-screening for long-term care,
Recovery
a requirement of the state of Illinois
Breast Cancer: New Horizons Breast
prior to an individual’s admittance
Cancer Support Group
to a nursing home, regardless of income. HealthAware Risk Assessments:
For more information, call CRIS
Online, free assessments for Heart,
at 217.443.2999.
Diabetes, Lung, Sleep, Stroke,
Vascular disease and Breast Health
at presencehealth.org. Talk to your
Illinois Tobacco Quitline
nurse to request any education materials
The Illinois Tobacco Quitline has
you may need during your stay
certified cessation counselors who can
or when you go home.
provide you with information about
quitting, help you design a program to
Hotlines & Helplines
quit smoking, or give you information
about programs available in your area.
Suicide Prevention Hotlines
National Suicide
Call 866.QUIT.YES (866.784.8937)
to speak to a certified tobacco cessation
Prevention Lifeline 800.273.8255
counselor.
Mental Health Center
Suicide Prevention Line 217.359.4141
Physician Referral
Crosspoint Human
Need a referral for a primary care
Services 217.442.3200
physician or specialist? Call toll-free,
presencehealth.org 217.443.5000 :
31
Resources
Toll-Free Helpline Numbers
AIDS/HIV/STD 800.243.2437
Child Abuse Hotline 800.252.2873
Elder Abuse Hotline 866.800.1409
Help Me Grow 800.323.4769
Illinois Poison Control
Center 800.222.1222
Illinois Tobacco Quitline
866.784.8937
Immunization 800.526.4372
Nursing Home Hotline 800.252.4343
Vermilion County Rape
Crisis Center 866.617.3224
Women’s Health
Helpline 888.522.1282
Caregiver Resources
www.aoa.gov
Caregiver resources from the
Administration on Aging
www.caregiving.com
Online support groups and articles
on caregiving
Eldercare Locator
800.677.1116
www.eldercare.gov
Help with locating aging services
throughout the U.S.
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: presencehealth.org 217.443.5000
800.MEDICARE
www.medicare.gov
Official U.S. government site for people
with Medicare
National Alliance for Caregiving
www.caregiving.org
Support for family caregivers and the
professionals who serve them
National Family Caregivers Association
800.896.3650
www.nfcacares.org
Support for caregivers of chronically ill,
aged or disabled loved ones.