View our new Patient Guide.
Transcription
View our new Patient Guide.
Welcome to Palmetto Health Tuomey A caring, compassionate patient experience. LET’S START WITH SOME HELPFUL INFORMATION. This guide belongs to:__________________________________________ My room number: _______________________ I was at Palmetto Health Tuomey from:_____________________________ to:____________________________________ My physician’s name(s): _______________________________________________________________________________ My nurse’s name(s):__________________________________________________________________________________ Other Palmetto Health Tuomey team members who helped take care of me: ___________________________________ __________________________________________________________________________________________________ __________________________________________________________________________________________________ Special instructions to remember after I get home (see patient discharge folder): ________________________________ __________________________________________________________________________________________________ __________________________________________________________________________________________________ Important phone numbers: ___________________________________________________________________________ __________________________________________________________________________________________________ __________________________________________________________________________________________________ Questions to ask my physician or nurse: __________________________________________________________________ __________________________________________________________________________________________________ __________________________________________________________________________________________________ GIVING BACK THE TUOMEY FOUNDATION partners with the community to enhance health care for patients and families served by Palmetto Health Tuomey. Gifts to The Foundation will allow the hospital to continue to offer an ever-increasing array of services targeted to meet specific community needs. Private support is essential to maintaining a level of excellence with new programs, services and equipment. Learn more about The Tuomey Foundation, a 501(c)(3) non-profit organization, by calling 803-774-9475. Contents IMPORTANT TELEPHONE INFORMATION Your Stay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 LOCAL CALLS Accommodations. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Dial 7 + 803 + seven-digit number. Local calls are free. Advance Directives. . . . . . . . . . . . . . . . . . . . . . . . . . . 7 LONG DISTANCE CALLS Patient Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Dial 7 + 0, then the area code and number of the person you are MyHealth-Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . 7 trying to reach. Long-distance calls must be charged to your home Patient Satisfaction Survey. . . . . . . . . . . . . . . . . . . 7 Your Room. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Valuables/Personal Items. . . . . . . . . . . . . . . . . . . . . 8 Nurse Call Button/Bed Control. . . . . . . . . . . . . . . . 8 phone, placed collect, or charged to a telephone credit card. No calls may be charged to your room. To dial a toll-free number, dial 7 +1 + 800 and the number. Public telephones are located in or near all waiting areas. Fall Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 TELEPHONE DIRECTORY Room Service Dining. . . . . . . . . . . . . . . . . . . . . . . . . 9 Unless otherwise indicated, dial the four-digit extension if dialing inside the hospital. PM Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 If dialing from outside, dial 803-774 + the four-digit extension. Tobacco-Free Policy. . . . . . . . . . . . . . . . . . . . . . . . . . 9 Advance Directives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8732 Financial Arrangements. . . . . . . . . . . . . . . . . . . . . . . 10 Billing/Insurance/Financial Inquiries. . . . . . . . . . . . . . . . . . . . . . . . . . . 8910 Special Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Patient Relations. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 * Chaplaincy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8757 Hospice Volunteers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8658 Gift Shop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8758 Newspapers/Magazines. . . . . . . . . . . . . . . . . . . . . 13 Palmetto Health Tuomey Home Health/Hospice. . . . . . . . . . . . . . . . . 8991 Flower Delivery/Mail Service . . . . . . . . . . . . . . . . 13 (if calling from outside the hospital) . . . . . . . . . . . . . . . . 773-(HOME) 4663 * Pastoral Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Palliative Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8727 Social Work and Discharge Planning. . . . . . . . . 14 Patient Bill of Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8732 (if calling from outside the hospital) . . . . . . . . . . . . . . . . . . . . . . . . 774-8845 Home Health Services. . . . . . . . . . . . . . . . . . . . . . . 14 Patient Relations / Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 9791 Hand Hygiene . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Pet Therapy Volunteers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8658 Flu Shots. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9477 or 9499 Volunteers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Security Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8908 Visitor Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Visiting Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Social Work, Case Management and Discharge Planning. . . . . . . . 8732 Special Needs/Disabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8732 Volunteer Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8658 Parking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Safety and Security. . . . . . . . . . . . . . . . . . . . . . . . . . 19 Dining and Gift Shops. . . . . . . . . . . . . . . . . . . . . . . . . 20 Patient Rights. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Patient Responsibilities. . . . . . . . . . . . . . . . . . . . . . . . 24 Campus Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Facilities Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Scrubs Color Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Television Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . 31 TO SPEAK TO THE OPERATOR, DIAL 0 Welcome to Palmetto Health Thank you for choosing Palmetto Health for your health care needs. Each day, our dedicated, experienced team and physicians endeavor to make our vision a reality: To be remembered by each patient as providing the care and compassion we want for our families and ourselves. When you’re at Palmetto Health, you’re a member of our family. CEO Charles D. Beaman Jr. and I want you to remember Palmetto Health as your trusted partner, providing the highest quality of care delivered with compassion. Whether you’re celebrating the birth of a baby, recovering from surgery or dealing with a chronic illness, we’re here to walk with you on your health-care journey. We’ll make sure you understand what to expect while you’re in the hospital and help prepare you for your return home. We would greatly appreciate any feedback or suggestions you have so we can improve your care OUR MISSION Palmetto Health is committed to improving the physical, emotional and spiritual health of all individuals and communities we serve; to providing care with excellence and compassion; and to working with others who share our fundamental commitment to improving the human condition. OUR VISION To be remembered by each patient as providing the care and compassion we want for our families and ourselves. OUR VALUES Integrity Adherence to a code of trust, fairness and honesty. experience. And we ask you to share your story with us so we Compassion can acknowledge those team members and physicians who Caring for people in need and view their work as a calling, not just a job. benevolence for people in general. Dignity You’re in very good hands. Palmetto Health is the region’s Respecting one’s worth as a human being. largest, most comprehensive, nonprofit health-care resource. Excellence We care for more than 63 percent of Sumter, Lee and Clarendon County residents, more than 70 percent of Richland County residents and more than 55 percent of the combined Richland/Lexington county area, including the most critically ill and injured patients. We do everything we can to connect individually with each person; to make a difference, each and every day with each and every patient. It is our pleasure to have you here, and we look forward to serving you during your stay at Palmetto Health Tuomey. John J. Singerling, III, President Palmetto Health Pursuing the highest level of service and quality in all that we do. Teamwork Achieving common goals together. WELCOME TO PALMET TO HEALTH TUOMEY We are pleased to have you as our patient and guest and look forward to helping you toward a speedy recovery. During your stay, you may have questions about the hospital or services available to you and your family. This book is filled with information to help you. In the first section, you will find information that applies to all Palmetto Health Tuomey patients. If you have questions or suggestions during your stay, please don’t hesitate to call Patient Relations at 9791. If they are unable to resolve the matter to your satisfaction, we want to know about it. Please ask to speak to a member of our leadership team. Remember, we’re here for you! Sincerely, Michelle Logan-Owens, Chief Operating Officer, Palmetto Health Tuomey About PALMET TO HEALTH TUOMEY Palmetto Health Tuomey is one of six hospitals comprising Palmetto Health, along with Palmetto Health Baptist, Palmetto Health Richland, Palmetto Health Baptist Parkridge, Palmetto Health Children’s Hospital and Palmetto Health Heart Hospital. Our hospitals are highly respected, long-time members of the community. Palmetto Health is affiliated with the University of South Carolina School of Medicine; our physician residency program includes more than 200 staff residents. Each year at Palmetto Health we: • Treat nearly a half million patients • Welcome nearly 7,000 babies into the world • Treat more than 80,000 pediatric patients and 3,500 cancer patients • A ccommodate nearly 191,000 Emergency Department visits • Make nearly 33,000 home care visits Palmetto Health Tuomey, founded in 1914, is a 301bed modern medical center complex committed to the spiritual, physical and mental health of the community. Tuomey is known for excellence in obstetrics, oncology, mammography, breast cancer, women’s services, orthopedics, wound care, pain treatment and surgery. We strive for a patient-, familyand physician-friendly environment. Providing extraordinary care before, during and after your stay. The next few pages provide information about your room, nurse schedules and call buttons, meals and your accommodations during your stay at Palmetto Health Tuomey. YOUR STAY pg 7 Accommodations Palmetto Health Tuomey makes every effort to honor your choice of accommodations, depending on room availability at the time of your admission. Please understand that because of emergency admissions and other situations, it may not be possible to meet your room request immediately. In that event, we will strive to provide your room as soon as possible. Advance Directives (LIVING WILL, HEALTH CARE POWER OF ATTORNEY ) In compliance with the Patient Self-Determination Act of 1990, Palmetto Health Tuomey is required to ask all adult patients if they have an advance directive, such as a living will, health care power of attorney or psychiatric advance directive. Advance directives are documents that allow you to provide instructions in advance regarding the kind of care you want should you become unable to communicate your wishes to your caregivers. If you have an advance directive, you will be asked to provide the original document so that it can be copied and placed in your medical chart. If you do not have an advance directive and need one while in the hospital, Patient Relations can help you. Call extension 9791. Patient Director Palmetto Health Tuomey maintains a daily listing (directory) of all patients who are admitted or receive services on an outpatient basis. You have the right to choose to be included in or excluded from our Tuomey directory. The directory is a listing that we use when family, friends and visitors ask about your location, room number or telephone number. If you choose not to be included in our directory, we will tell anyone who asks, including family, that we do not have any information on that individual. You have the right to change the information listed in the directory at any time. You may request to be included in our directory by speaking with an Admissions representative. MyHealth-Hospital MyHealth is a secure and easy-to-use online patient portal that allows you to view your personal health information, including your lab and test results. When you are registered to be admitted at one of our hospitals, you will be asked to provide an email address. If you have provided one, you will receive an email within 24-48 hours welcoming you to MyHealth. Just click on the link within the email to join MyHealth. For questions, call 803-296-3430 or visit PalmettoHealth.org/MyHealth. Patient Satisfaction Survey Palmetto Health randomly surveys patients for feedback to help improve its services. If you receive a phone survey, please take the time to answer the questions asked of you by the interviewer. Your comments are important to us. YOUR ROOM pg 8 Valuables/Personal Items Please protect your personal property – including laptop and tablet computers, mobile phones, jewelry, wallets, purses, eyeglasses, hearing aids and other items – while visiting Palmetto Health Tuomey. Please leave valuables at home or arrange to send them home for safekeeping. Palmetto Health is not responsible for loss or damage to your belongings. Although hospital gowns will be provided, you may wish to bring a bathrobe, slippers, toiletries and other necessities from home. If you wear dentures and/or contact lenses, please ask your nurse to note that on your chart and give you containers for safekeeping. If you remove your dentures, it is extremely important that they be kept in the denture container to avoid losing them. If you wear eyeglasses or a hearing aid, your nurse can put them in a safe place when you’re not wearing them. Nurse Call Button/Bed Control The nurse call button is located on your bed rail and in a handset. To call a nurse, press the button marked “Nurse,” then release. A nurse will be with you shortly. If you are unable to press the button, other devices may be available for your use. Please notify your nurse if another device is needed. Your nurse can show you how to use the control. In addition, there is an emergency call button in every bathroom. Fall Prevention Unfortunately, it still is not uncommon for patients to experience a fall while in the hospital. While most falls do not have a significant impact on outcome, they can result in increased pain, longer length of time in the hospital and complications in your condition. Falls do not always occur because you are careless. •B e sure to tell your doctor and nurses if you have experienced a fall within the last few months. This will be important for them to know as they work to develop your plan of care. •H aving surgery or being in bed for a longer than normal period of time can lead to weakness and being unsteady on your feet. When getting out of bed for the first time, always ask for assistance. Continue to ask for assistance as long as you feel uncertain about your ability to manage on your own. • Avoid bending over to pick up items. • Always have personal items, along with the television remote and the call button, within easy reach of your bed. • Inform your nurse of any dizziness or lightheadedness when you change positions (lying, sitting or standing). • Wear skid-proof slippers. • Try not to delay the urge to go to the bathroom. Request help, if needed, when you begin to feel the need to go. Delays may create more of an “emergency” situation and contribute to a fall. • I f you need a walker, cane or crutches, familiarize yourself with the proper and safe way to use them. Your nurse or physical therapist can help with this. YOUR ROOM pg 9 Room Service You may order from a bedside menu within your prescribed diet. You may order any of your meals between the hours of 7 a.m. and 7 p.m. At Palmetto Health Tuomey, just dial extension 4444 using your room phone (or 803-774-9799 from outside the hospital) and one of our team members will take your order. Your order will be verified for diet compliance and prepared according to your specifications. Your meal will be delivered to your bedside within one hour. If you need assistance setting up your bed table or opening any containers, just ask your host/hostess. Your physician or dietitian may prescribe between-meal snacks. These will be automatically delivered to your room at the appropriate time. PM Care Ensuring a good night’s rest is important for your healing, recovery and well-being. You will be asked to turn off your lights by 10 p.m., and your room door will be closed unless otherwise requested. Patient care will be scheduled before 10 p.m. and after 6 a.m., unless absolutely necessary. This includes checking vital signs and giving medications. Your nurse will check on you every two hours without waking you up. Your family members will be asked to help ensure that you rest comfortably. Thank you for allowing us to provide the care and compassion we want for our families and ourselves. Sleep tight! TOBACCO-FREE Smoking and tobacco products are strictly prohibited on all Palmetto Health campuses. We ask that you honor our tobacco-free policy. FINANCIAL ARRANGEMENTS Thank you for choosing Palmetto Health for your health care needs. pg 10 YOUR HOSPITAL BILL Your bill reflects all of the services you receive during your stay. Charges fall into two categories: • A basic daily rate that includes your hospital room, meals, nursing care, housekeeping and general upkeep costs. • Charges for specific services that include items your physician orders for you including medications, anesthesia, oxygen, special treatments, dressings and X-rays or laboratory tests. All of the services reflected as charges on your bill were ordered by your doctor(s) for specific reasons. In addition to your hospital bill, you will receive bills from doctors who independently bill for their services. These bills will be for doctors who directly cared for you as well as doctors you did not see in person. These bills are for professional services rendered by these doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, anesthesiologists and other specialists perform these services and are required to submit separate bills. If you have questions about these bills, please call the number printed on the statement(s) you receive from them. BILLING PROCESS Several days after your hospital stay, we will finalize your bill and send you a patient-friendly billing statement, outlining the total charges for your stay and asking you to confirm the accuracy of the insurance information listed. Patients should be engaged in the financial obligation for their care. If you have insurance, we will file the claim with your insurance carrier. We will not contact you again until after your insurance company has paid and there is a patient balance or we need additional information from you to process the insurance claim. If you do not have insurance, contact us to make appropriate arrangements for your bill. (See Insurance section.) INSURANCE Patients will be treated fairly and with respect during and after their treatment regardless of the source of payment for the services they receive or the insurance coverage they have. All individuals who are eligible for insurance (including Medicaid, Medicare, Health Insurance Marketplace or employer coverage) are required to obtain coverage in accordance with the Affordable Care Act. In order to determine if you are potentially eligible for reimbursement by your insurance carrier, please contact Patient Financial Services at 803-774-8910. • Patients who carry health care insurance should remember that services are rendered and charged to the patient and not to the insurance company. • A claim is filed with your insurance company for the total charges. • We expect payment from your insurance company within 30 days of billing. If they have not paid by then, please follow up with them. We cannot accept responsibility for negotiating a settlement on a claim. • You will be personally responsible for covering all charges not covered by insurance, including but not limited to co-pays, deductibles and non-covered charges. • If you have questions about the status of your claim, we will be happy to assist you. Call us at 803-774-8910, Monday-Friday, 8:30 a.m.-5 p.m. Palmetto Health will provide financial counseling to uninsured/underinsured patients. This includes help in understanding and applying for local, state and federal health care programs such as Medicaid. PALMETTO HEALTH FINANCIAL ASSISTANCE PROGRAM Palmetto Health offers a Financial Assistance Program that is designed to ensure low-income, uninsured patients in Sumter, Clarendon, Lee, Richland, Lexington and Fairfield counties receive needed care regardless of their financial status. The Palmetto Health Financial Assistance Program is not health insurance and will not cover all of your health care costs. Services provided by your physician, radiologist, pathologist, surgeon, anesthesiologist, ambulance or any service not provided in a Palmetto Health facility are not covered services under this program. To determine if you are eligible for assistance with those bills, please contact the appropriate provider of care. You are not eligible for the Financial Assistance Program if you are eligible for or have applied for disability coverage through the Social Security Administration or have health insurance coverage of any type. PATIENT ACCOUNTS If you have any questions about your hospital account after you are discharged, please call a Patient Relations representative in the Patient Financial Services department at 803-774-8910, 8 a.m. to 4:30 p.m. Monday through Friday, or toll-free at 1-800-243-7711, Monday-Friday, 8:30 a.m.-5 p.m. METHOD OF PAYMENT Payment may be made by cash, check, debit card, Visa, MasterCard, American Express or Discover. For patient convenience, credit card payments may be made by calling 803-774-8910 or at PalmettoHealth.org under the “Bill Pay” heading. OVERPAYMENTS If you overpay your bill, Palmetto Health will issue a refund to you. However, overpayments will be applied to any existing balances owed to the hospital before issuing a check. Palmetto Health’s Financial Assistance Program is designed to ensure that all patients, regardless of their financial status, receive needed care. SPECIAL SERVICES pg 13 Patient Relations Palmetto Health Tuomey follows guidelines established by the Americans with Disabilities Act. We have adapted our facility and services to address the needs of all patients, regardless of physical challenge. If you have questions or concerns about any aspect of your stay, contact Patient Relations at extension 9791. You also may contact The Joint Commission at 1-800-994-6610 or DHEC at 803-773-5511 with a patient care quality or safety concern. Patient Relations is available to assist you with the following: • Foreign language telephone use • Telephone device for the hearing impaired • A Health Care Power of Attorney (HCPOA) • Notary public services • Fax transmittal/retrieval • Complaint management and resolution •C ommunications between patients/families, physicians and team members •D iscount hotel and lodging information for out-of-town guests • Other available hospital services to address special needs Newspapers/Magazines Newspapers can be purchased from paper boxes located in the main-floor hallway past the lobby. Magazines are available in the Wishing Well gift shop, located just past the lobby. A volunteer also can bring books and magazines. Flower Delivery/Mail Service The hospital’s Volunteers deliver flowers and gifts sent to patients Monday-Friday, 1-3:30 p.m. Mail sent to patients is delivered each morning. Flowers for patients in the Intensive Care Unit are returned to the florist for re-delivery when the patient is assigned a regular room. Your address is: Palmetto Health Tuomey, 129 N. Washington St., (patient name and room number), Sumter, SC 29150. Stamps can be purchased in the Print Shop, located on the first floor near the Mail Room. Mail drops are located in front of the hospital and in front of One Medical Office Building. If you are unable to access a mailbox, your nurse or a Volunteer will be happy to mail outgoing letters for you. Pastoral Services Spiritual support from one of our hospital chaplains is available 24 hours a day. You may request a visit from a hospital chaplain by calling extension 8755 Monday-Friday, 8 a.m.-4:30 p.m. After hours, ask a nurse to contact a chaplain for you. If you would like your minister, priest or rabbi contacted concerning your hospitalization, the Chaplaincy office will be happy to assist you. Our chaplains are prepared to support you while you are in the hospital. During this time, you may become more aware of personal and spiritual concerns. A pastoral conversation may be helpful to you. These conversations remain confidential. The Chapel is located on the second floor near the ICU and is open 24 hours a day, seven days a week, for prayer and meditation. SPECIAL SERVICES pg 14 Social Work and Discharge Planning Palmetto Health Tuomey’s team of social workers, case managers and nurse case managers are available to all patients with concerns related to hospitalization and post-hospitalization needs. They will meet with you and your family to develop the best plan for your care after discharge from the hospital. Patient needs may include the following: • Home care services • Financial/insurance concerns • Transfer to a rehabilitation or extended-care facility • Supportive counseling • Medical equipment • Information and referral to community services For information, call 803-774-8732. Home Health Services Palmetto Health Tuomey Home Health Services provides home health, hospice, private duty nursing and palliative care services. For more information, call 803-773-(HOME) 4663. Home Health—Helping patients recover from an illness or injury, Palmetto Health Tuomey’s home health services include 24-hour on-call nursing services, physical, occupational and speech therapies, medical social work, nutritional counseling by a registered dietitian and home health aide services. Specialty programs include diabetic, pediatric, women’s health and maternity, chemotherapy and high-tech programs. Hospice—Palmetto Health Hospice provides care to terminally ill patients of all ages and their families in 14 South Carolina counties. Services include 24-hour skilled nursing care by a registered nurse and regular visits by members of the Hospice team. The team includes a home health aide, a social worker, a chaplain and a trained volunteer, who provide emotional and spiritual care, bereavement care, medical equipment and supplies. Palliative Care—Palliative care focuses on the relief of pain, symptoms and stress of serious illness. It is offered to pediatric and adult patients. The goal is to prevent and relieve suffering so patients have the highest quality of life. Palliative care is offered at any stage of an illness along with other medical treatment. Patients who still may be getting treatment aimed at a cure can have palliative care. For more information, talk with your doctor or nurse. SPECIAL SERVICES pg 15 HAND HYGIENE Part of Palmetto Health Tuomey’s commitment to provide high quality patient care includes protecting patients from getting an infection while in the hospital. One of the best ways to prevent the spread of infection is to kill the germs that may be on the hands of people who are caring for you or visiting you in the hospital. This is called Hand Hygiene. Please take an active role in your care. Whenever caregivers come into your room to examine, treat, test or touch you, you may ask if they have washed or disinfected their hands before entering your room. Also, please ask your family and friends to wash their hands using the waterless soap located on the wall in your room before visiting you and when they leave your room. Flu Shots Influenza (flu) is a contagious disease that can be spread by coughing, sneezing or nasal secretions. Anyone can get the flu, but infection rates are highest among children. Symptoms include fever and/or chills, sore throat, cough, muscle aches, headache, runny or stuffy nose and fatigue. Children, people 65 and older, pregnant women and people with certain health conditions such as heart, lung or kidney disease or a compromised immune system can get much sicker. Everyone 6 months of age and older should be vaccinated against the flu. By getting a flu vaccination, you can protect yourself and help avoid spreading the illness to others. Ask your nurse for more information. SPECIAL SERVICES pg 16 Volunteers Palmetto Health is fortunate to have a large group of capable, caring and loyal volunteers. The presence of volunteers within a hospital adds a dimension of warmth and personal touch to what often is a stressful time for patients, family members and visitors. Volunteer Services Department Palmetto Health Tuomey’s Volunteers provide non-nursing support services. These volunteers give personal attention and perform supplemental responsibilities in a variety of areas in our hospital including Registration Guides, Information/Greeters, Gift Shop, Intensive Care and Surgery waiting rooms, Day Surgery/Recovery, creative services, Pet Therapy and much more. For more information, please call 803-774-8658. Pet Therapy The Tuomey Pet Therapy program began in the summer of 2008 with the purpose to bring cheer and encouragement to hospitalized patients: It met with stunning and immediate success. Patients eagerly await their visits from trained therapy dogs, who come to the hospital three days a week and see an average of 25-30 patients on specific units. Pet Therapy has been shown to provide stimulation and muscle coordination for stroke patients, help improve speech, lower pain and blood pressure, promote healing and facilitate exercise. For more information, please dial 8658. Music Mission The Sounds of Grace is a music ministry designed to bring peace and healing by placing musicians in healthcare and hospice facilities. These instrumentalists play at a patient’s bedside upon request or in a larger area where family, caregivers and clinical staff may gather, creating a respite that allows for restorative healing. Music has been proven to lower a person’s blood pressure, decrease stress hormone levels and release endorphins, the body’s natural painfighters. Music can calm a patient or family member, giving them a respite from pain and worry. Would you like our volunteer harpist to come play for you? Contact Volunteers at 8658. VISITOR INFORMATION pg 18 Patient-Centered Visitation Palmetto Health Tuomey welcomes visitors and realizes the essential role they play in a patient’s recovery. We want your family members and visitors to visit at times convenient to their schedules. We have no “posted” visiting hours, but some general guidelines are in place and are listed on p. 26. Your sensitivity and cooperation with these guidelines is greatly appreciated. Although we are confident our team members will provide the very best care for your loved one, should you have any concerns or requests, please ask to speak with the unit charge nurse, who is available every shift. Unit managers and Patient Relations liaisons also are available to assist you. For the comfort of our patients, we ask that all visitors observe the following: • In order to give patients an opportunity to enjoy each visitor, we ask that there be only two visitors at a time. We may ask that visits be time limited if the patient is sleeping. • Patients can choose to approve visitors who are integral to providing the emotional and social support they need or desire. •P lease do not visit if you are sick (e.g., sneezing, coughing, fever). • Visitation may be delayed or guests may be asked to vacate the entire unit if there is an emergency or a medical procedure in progress. We will allow visitors into the unit as soon as the environment is stabilized. •C hildren must be accompanied by an adult other than the patient. Visits by children of any age should always be coordinated with the patient’s primary nurse and the patient/patient’s spokesperson before the visit. For their own safety, please do not leave children unattended. • We have provided hand sanitizer throughout the hospital to protect you and your loved ones from the spread of infection. Rub your hands with hand sanitizer for at least 15 seconds until dry before entering and when leaving a patient’s room. •P lease keep your cell phones on “vibrate” while visiting. • While visiting a patient, remain inside that patient’s room. Please do not enter other rooms or work stations in search of team members or physicians. •B ecause of space limitations and the patient’s condition, staying with the patient overnight in the room is not always possible. Please check with your nurse regarding this option in your unit. • I n order to promote patient healing and uninterrupted sleep, we encourage visitors to leave and rest between the hours of 10 p.m. and 6 a.m. • If we need to discuss or provide care that requires privacy for the patient, we will ask visitors to leave the room. • Visitation may be limited or prohibited if there is a medical or legal reason. • Visitors should not touch or adjust medical equipment at any time. •P hysicians and team members will give condition updates, but we are always bound by patient privacy laws. We ask that there be one spokesperson who receives updates and communicates information to other concerned parties. • Visitors who are interfering with patient care or acting disrespectfully will be required to leave. • For your safety and security, Security Services officers round on a routine basis throughout the hospital. VISITOR INFORMATION pg 19 Parking Parking is free for patients and visitors in the garage on the Palmetto Health Tuomey campus. Hospital security officers are available to escort visitors to their cars in the Tuomey parking lots. Officers also can help with minor emergencies like dead car batteries. For assistance, call Security at 803-774-9477 or 9499. For Your Safety and Security Palmetto Health Tuomey is deeply concerned with the safety and security of patients, team members and visitors. The Security team strives to promote safe conditions and practices to protect people from personal threat, injury, theft, loss or damage. You can have an important role in the safety and security of the hospital by telling the nursing team immediately if you: • F eel personally threatened or at risk of personal harm from circumstances such as criminal conduct, domestic abuse, elder abuse or child abuse or abduction. • Lose a personal possession. Every reasonable effort will be made to help you locate it. •O bserve an unsafe condition, such as spilled liquid, that could cause an accident. Also notify a team member immediately if you witness an accident. Rapid Response Team Palmetto Health Tuomey offers a “Code White” Rapid Response Team for patients, families or visitors to call for assistance if there is a noticeable change in the patient’s condition that needs immediate attention and you believe the health care team is not recognizing or addressing the problem. If you see un-addressed signs such as: • Changes in the heart or breathing rate • A drop in blood pressure • Changes in urinary output (much more or much less) • A change in the level of consciousness of the patient, please call the operator from your bedside phone. In most cases, once you describe the change to the operator, a Code White will be activated and a team of specially trained medical professionals will arrive in your room to assess the situation and provide critical care. The purpose of this team is to quickly check the condition of the patient and provide help before there is a medical emergency such as a heart attack. DINING AND GIFT SHOPS pg 20 Visitors can enjoy our At Your Request–Room Service by purchasing meal tickets at the Tuomey Cafeteria. THE TUOMEY CAFETERIA The Tuomey Cafeteria is located on the main floor of the hospital, behind the visitor elevators. The cafeteria offers hot entrees, grilled items, soups and a variety of Grab & Go items, as well as an extensive salad bar, deli and pizza. CAFETERIA HOURS: Breakfast: 6:30-8:30 a.m. | Continental “grab-and-go” Breakfast: 8:30 - 10:30 am CLOSED: 10:30-11 a.m. Lunch: 11 a.m.-2 p.m. CLOSED: 2-2:30 p.m. Snacks available: 2:30-4 p.m. CLOSED: 4-4:30 p.m. Supper: 4:30-9 p.m., Monday – Friday, 4:30-6 p.m., Saturday – Sunday BAKER’S SWEETS Baker’s Sweets Bakery and Bistro has a satellite location in the main Tuomey hospital building just past the lobby. The kiosk offers a coffee bar as well as fresh muffins, pastries, cakes, cookies and brownies, as well as breakfast sandwiches, quiche, soup, sandwiches and salads. It’s open from 7 a.m. to 4 p.m. Monday through Friday. VENDING MACHINES Vending machines are located in the Cafeteria entry on the main floor of the hospital and may be accessed in front of the Cafeteria entrance. WISHING WELL GIFT SHOP The Junior Welfare League of Sumter owns and operates the Wishing Well Gift Shop and pours its proceeds back into the community through non-profit organizations. It is located on the first floor of the hospital, just past the lobby. Gift Shop Hours Monday–Friday. . . . . . . . . . . . . . . . 9 a.m.–7:30 p.m. Saturday–Sunday. . . . . . . . . . . . . . 1–5 p.m. AUTOMATED TELLER MACHINES (ATM) ATMs are located in the lobby, on either side of Baker’s Sweets. PATIENT RIGHTS pg 22 As a patient in our Joint Commission accredited health care facility, you have many rights that we are committed to protecting and promoting. Whenever possible, we will inform you of your rights in advance of furnishing or discontinuing your care. 1. To have one of our team members promptly notify a family member/representative and your physician of your admission to the health care facility. 2. To considerate and respectful care, and to give us feedback about your care. You have the right to personal dignity. 3. To have your cultural, psychosocial, spiritual and personal values, beliefs and preferences respected. You have the right to wear appropriate personal clothing and religious or other symbolic items, as long as they do not interfere with diagnostic procedures or treatment. You have the right to pastoral and other spiritual services. 4. To participate in the development and implementation of your plan of care, and to know the identity and professional status of those involved in your care, including if the care giver is a student or trainee or is professionally associated with other individuals or health care institutions involved in your care. 5. To make informed decisions about your care, treatment and services. This includes being informed of your health status: being involved—prior to and during the course of treatment—in your care planning and treatment, being informed as to all proposed technical procedures and treatment—including the potential benefit(s) and potential drawback(s) or risk(s) as well as alternatives for care, being able to request or refuse medically appropriate treatment to the extent permitted by law and health care facility policy, and to be informed of the medical consequences of such action. If you refuse a recommended treatment, you will receive other medically needed, indicated and available care. 6. To formulate an advance directive (such as a Living Will or Durable Power of Attorney for Health Care) with the expectation that team members and practitioners will honor the directive to the extent permitted by law and Palmetto Health policy. If you have a written advance directive, you should provide a copy to the health care facility, your family and your doctor. These documents express your choices about your future care or name someone for you if you cannot speak for yourself. 7. To expect that, within capacity and policies, the health care facility will make a reasonable response to any patient’s request for appropriate and medically indicated care and services, including the management of pain. Our health care facility is committed to providing individuals impartial access to treatment or accommodations that are available or medically indicated, regardless of race, creed, sex, national origin, or sources of payment for care. 8. If requested or if medically appropriate and legally permissible, you may be transferred to another facility after being informed about the need for, risks, benefits, and alternatives to transfer. You will not be transferred until the other facility agrees to accept you and you agree to transfer. 9. To personal privacy, to receive care in a safe setting, and to be free from all forms of abuse or harassment. You have the right to refuse to talk with or see anyone not officially connected with the health care facility, including visitors, or persons officially connected with the health care facility but not directly involved in your care. You have the right to expect that any discussion or consultation involving your care will be conducted discreetly and that individuals not directly involved in your care will not be present without your permission. You have the right to be interviewed and examined in surroundings designed to assure reasonable visual and auditory privacy. This includes having the right to have a person of one’s own sex present during certain parts of a physical examination, treatment or procedure performed by a health professional of the opposite sex and the right not to remain disrobed any longer than is required for accomplishing the medical purpose for which disrobing is needed. 10. To access people outside of the health care facility by means of visitors and by verbal and written communication, as long as it does not interfere with treatment. 11. If you do not speak or understand the predominant language of the community, access to an interpreter can be provided. 12. To be free from restraints of any form that are not medically necessary. For behavior management, all patients have the right to be free from seclusion and restraints except in the case of an emergency, when there is an imminent risk of an individual physically harming himself/herself or others, and less restrictive interventions would be ineffective. 13. To confidentiality of your clinical records, except in such cases as suspected abuse or public health hazards and/or when reporting is permitted or required by law. You have the right to have your medical record read only by individuals directly involved in your treatment or in the monitoring of quality. Other individuals can only read your medical record on your written authorization or that of your legally authorized representative. You have the right to expect all communications and other records pertaining to your care, including the source of payment for treatment, to be treated as confidential. promptly resolve problems and questions about the health care facility services. 20. To ask questions about the care you are receiving. Contact your nurse, or if you wish for your nurse to contact your physician, a call will be placed to that physician or to the physician who is covering your care that day. If requested, the nurse will provide a telephone number for your physician and can assist you with making the call. You have the right to know who is involved in your care. Every caregiver at Palmetto Health Tuomey will be wearing an identification badge clearly stating his or her name, department and job or title. 14. To access information contained in your clinical records within a reasonable time frame, and to have the information explained or interpreted as necessary, except when restricted by law and/or as long as it does not interfere with treatment. 15. To know if this health care facility has relationships with other health care facilities, educational institutions or other outside parties that may influence your care. 16. To consent or decline to take part in research affecting your care. If you choose not to take part, you will receive the most effective care the health care facility otherwise provides. 17. To examine and receive an explanation of your bill, regardless of source of payment. You have the right to know about payment methods. At your request and your expense, you have the right to consult with a medical specialist. 18. To expect reasonable continuity of care when appropriate and to be informed of realistic care alternatives when the health care facility services are no longer appropriate. 19. To be informed of the health care facility policies and practices that relate to your care, treatment and responsibilities. You have the right to know about the health care facility resources, such as patient representatives, patient complaints and grievance processes, or ethics committees, that can help you 21. To voice a concern about your stay and be involved in resolving dilemmas about care, treatment and services. Your concerns are important to us and we would appreciate the opportunity to resolve them. If you have a concern or grievance, please speak with a team member or request to speak with the unit or department supervisor or manager. If you would rather express the concern to a patient liaison, call Patient Relations at 803-774-9791. Team members are available to assist you at any time during your stay and will seek prompt resolution to your concern. If you want to contact an outside agency, you may also contact the Department of Health and Environmental Control, 2600 Bull St., Columbia, 803-545-4370, and/or The Carolinas Center for Medical Excellence, 246 Stoneridge Dr., Ste. 200, Columbia, SC 29210, 803-251-2215 or 1-800-9223089. If you have concerns about patient care and safety in the hospital that have not been addressed by the hospital, you may contact Joint Commission at 1-800-994-6610 or [email protected]. As a patient in our Joint Commission accredited PATIENT RESPONSIBILITIES pg 24 health care facility you have many responsibilities. This is to inform you that you, your family, and/or your designated advocate are responsible for: 1. Providing, to the best of your knowledge, accurate and complete information about present symptoms, reason for your visit, past illnesses, hospitalizations, use of medications (prescribed, nonprescribed and herbals), and other matters relating to your health. 2. Helping ensure your safety by knowing your health care providers and reporting concerns, perceived risks, or unexpected changes in your care, treatment, medical condition and/or service provided to you. If you have any suggestions for improving patient safety, please let us know. 3. Speaking Up—Asking questions when you do not understand what you have been told about your diagnosis, medical tests, treatment plan, medications, care or what you are expected to do. 4. Participating in decisions about your treatment and following the care, service or treatment plan developed. You should express any concerns you have about your ability to follow and comply with the proposed care plan or course of treatment to team members and/or your physician. Every effort is made to adapt the plan to your specific needs and limitations. When such adaptations to the care, treatment and/or service plan are not recommended, you are responsible for understanding the consequences of the care, treatment and service alternatives and the possible outcomes if you do not follow the care, treatment or service plan. 5. Following the health care facility’s rules and regulations concerning patient care and conduct. 6. Being considerate and respectful of the health care facility’s personnel and property. 7. Providing information for insurance and for working with the health care facility to arrange payment when needed. 8. Promptly meeting any financial obligation agreed to with the health care facility. 9. Being considerate of other patients, helping control noise and disturbances, abiding by non-smoking policies, and respecting others’ property. 10. Recognizing the effect of lifestyle on your personal health. WHILE A PATIENT AT PALMETTO HEALTH, IT IS YOUR RESPONSIBILITY TO: 1. Report concerns about care, treatment, medical condition or services provided to you. 2. Ask questions if you need clarification about your care, even if you have received education or instructions about your treatment, medications, diet, medical equipment or any other issue of concern. 3. Report any safety issues in your environment. 4. Report any suggestions for improving patient safety. PATIENT RIGHTS TO APPROPRIATE PAIN MANAGEMENT All patients have a right to pain relief. As a patient, you can expect: • Information about pain and pain relief measures • A concerned team committed to pain treatment • Health care professionals who respond quickly to reports of pain • State-of-the-art pain management As a patient, we expect that you will: •A sk your doctor and health care professional (nurse, therapist, pharmacist, etc.) what to expect about pain and pain management •D iscuss pain relief options with your doctor or other health care professionals • Work with your doctor and health care professionals to develop a pain management plan •A sk for pain relief when pain first begins •H elp your doctor and health care professionals measure your pain (see measurement tools below) • Tell your doctor or health care professionals if your pain is not relieved Your pain control is important to us. You can help us know if you are getting relief from your pain. You will be asked to rate your pain before and after something is done to ease the pain. Below are ways you can tell us about your pain: The Pain Scale often is used for adults and older children. You will be asked to rate your pain on a scale of 0 to 10. It is helpful if you use words to describe your pain such as burning, shooting, stabbing, dull, aching, etc. Other changes: If you are unable to talk, we will watch for other signs that tell us you are hurting. Examples include changes in heart rate, blood pressure and restlessness. We cannot promise that you will not have any pain but we will do everything we can to relieve as much of your pain as possible. For more information about your rights or responsibilities or to give us feedback on your care, please contact Patient Relations at 9791. FACES Scale* is used for children three years and older and for adults who have difficulty using the 0-10 scale. The FACES Scale lets you point to a picture of a face that shows us how you are feeling and how much you are hurting. * FACES Scale from Hockenberry MJ, Wilson D: Wong’s Essentials of Pediatric Nursing, ed. 8, St. Louis, 2009, Mosby. Copyright Mosby. CAMPUS MAP pg 26 Visitor Parking for Day Surgery CALHOUN ST. Day Surgery Entrance WASHINGTON ST. Classrooms Classrooms Private Dining Room Education Human Resources Main Elevators Restrooms REGISTER HERE! Patient Volunteer Access Services VALET PARKING AVAILABLE MON.-FRI. Gift Shop Front Lobby Print Shop Chaplaincy Laboratory Mail Room CV/ND Outpatient Lab Care Management Environmental Services Pharmacy Inpatient Rehab Security Baker’s Sweets Information Desk Main Entrance Medical Office Building Two Emergency Department Radiology Emergency Entrance ER Parking Only Elevator e lac thp m Bir ssroo Cla WASHINGTON ST. Cafeteria Canteen Food & Nutrition Department Infusion Center N. MAIN ST. Elevator to Day Surgery Cancer Treatment Center Visitor & Team Member Parking Employee Health Women & Infants Pavilion N. MAIN ST. Visitor & Team Member Parking Restrooms CANAL ST. Outpatient Surgery Center VALET PARKING AVAILABLE MON.-FRI. Medical Office Building One Visitor Parking Visitor Parking Visitors’ Parking Garage WEST HAMPTON AVE. PREFERRED HOSPITAL GENERAL VISITING HOURS: 7 a.m. - 9 p.m. ICU VISITING HOURS: 8:30 a.m.-6:30 p.m., 8:30 p.m.-6:30 a.m. Please limit visitors to two and visit times to 15-20 minutes. PLEASE, NO VISITATION BETWEEN: 6:30 - 8:30 a.m. and 6:30 - 8:30 p.m. for reasons of confidentiality during shift change report and while bedside rounds are being made. Or during any ICU medical crisis when complicated bedside treatment is being performed and the presence of a visitor or support person would interfere with patient care. FACILITIES GUIDE pg 27 Facilities Guide MAIN HOSPITAL BUILDING FIRST FLOOR: • Baker’s Sweets • Cafeteria • Care Management • Chaplaincy • Classrooms • CVND • Education • Emergency Department • Employee Health • Employment Center • Environmental Services • Food and Nutrition • Gift Shop • Human Resources • Information Systems • Infusion Center • Inpatient Rehabilitation • Laboratory • Mail Room • Outpatient Lab • Palliative Care • Patient Access • Pharmacy • Print Shop • Radiology • Volunteer Services SECOND FLOOR: • Cath Lab • Chapel • Children’s Center • Day Surgery • Endsocopy • ICU • Medical • Operating Rooms • PACU THIRD FLOOR: • Medical (Renal) • Oncology • Surgical Inpatient • Telemetry FOURTH FLOOR: • Medical • Subacute FIFTH FLOOR: • Acute Rehabilitation • Medical BELL WOMEN AND INFANTS PAVILION: FIRST FLOOR • Childbirth Educator • Lactation Consultant • Security SECOND FLOOR • The Birthplace • The Women’s Center ONE MEDICAL OFFICE BUILDING FIRST FLOOR: • Regulatory Preparedness • Sumter OB/GYN (OB services) • Sumter Plastic & Reconstructive Surgery • Tuomey Administration • Tuomey Quality Services • Tuomey Risk Management SECOND FLOOR: • Sumter OB/GYN (Gyn services) • Tuomey Women’s Imaging • The Wig Boutique / Cancer Support Center THIRD FLOOR: • Palmetto Family Medicine • Sumter Nephrology • Sumter Surgical Associates FOURTH FLOOR: • Cardiology Associates • Carolina Family Medicine • Professional Recruitment • Tuomey Medical Professionals TWO MEDICAL OFFICE BUILDING FIRST FLOOR: • Outpatient Surgery Center SECOND FLOOR: • Sumter Orthopaedic Associates THIRD FLOOR: • Sumter Spine and Pain Center • Tuomey Accounting • Tuomey Business Office • Tuomey Health Information Management • Tuomey Wound Healing Center FOURTH FLOOR: • Allergy, Asthma & Sinus Center • Sumter Ear, Nose, Throat & Facial Plastic Surgery SCRUBS COLOR CHART pg 28 Our team members wear color-coded uniforms so you can easily distinguish your caregivers by their roles. Televisions All of our newer televisions are closed-captioned accessible. Patients needing this service should ask their nurse for assistance. Please report any problems with your television to your nurse. Television remote controls are available from your nurse. TELEVISION CHANNELS pg 31 2 Local Access Programming 36 MSNBC 3 WIS - NBC 37 Fox News 4 WKTC- CW Network 38 truTV 5 WOLO - ABC 39 HGTV 6 WACH - FOX 40 Food Network 7 Video Marketplace 41 Animal Planet 8 WGN America 42 Discovery Channel 9 WLTX - CBS 43 TLC 10 TV Guide Channel 44 VH1 11 ETV South Carolina 45 History 13 WZRB (ION) 46 A&E 14 QVC 47 Bravo 15 HSN 48 AMC 16 Nickelodeon 49 TCM 17 Cartoon Network 50 Lifetime 18 Disney 51 TBN 20 ABC Family 52 Hallmark Channel 22 National Geographic 53 INSP 23 TNT 54 FX 24 TBS 55 TV Land 25 USA Network 56 E! 26 ESPN 57 Comedy Central 27 ESPN2 58 SyFy 28 Nick Jr 59 MTV 29 NBC Sports Network 60 VH1 30 EVINE Live 61 BET 31 Fox Sports Carolinas 62 CMT 32 The Weather Channel 33 CNN 34 HLN 35 CNBC OUR VISION: To be remembered by each patient as providing the care and compassion we want for our families and ourselves. PALMETTOHEALTH.ORG PATIENTS ARE ADMITTED TO THIS FACILITY AND ARE RENDERED SERVICES WITHOUT DISTINCTION DUE TO RACE, COLOR, NATIONAL ORIGIN, HANDICAPPING CONDITION OR AGE. PRODUCED BY MARKETING AND COMMUNICATIONS | COPYRIGHT 2015 | 12/15 MC-8996 PRODUCED BY MARKETING & COMMUNICATIONS, © 2015 PALMETTO HEALTH MC-7625 6/15