Guide to Guest Services
Helpful information for patients and visitors
The In This Guide
Welcome to Sacred Heart Medical Center 3 About Us 4 Telephone Directory 5-6 During Your Stay 7-18 Visiting Hours 7 19 Parking 7 Speak Up Visitors Welcome 7 Take charge Preventing Falls 8 of your care. Communication Barriers 8 Family Guest House 8 Telephone 9 Cell Phones 9 Valuables 9 Photography 10 Safety & Security 10 Wireless Internet Access 10 Fire Safety 11 Smoking 11 Online Resource 11 Library Services 11 Lost and Found 11 Restrooms 12 23 Linens 12 Stay Safe Guest/Visitor Food Service 12 Pharmacy Services 12 You can contribute Ensuring Medication Safety 13 to health care safety. TV 13 Patient Food Services 14 Our Addresses Patient Snacks 14 RiverBend Campus Gift Shop 14 3333 RiverBend Dr. Mail and Flowers 14 Springfield, OR 97477 Daily Prayer 14 University District Campus 1255 Hilyard St. Eugene, OR 97401
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During Your Stay continued Spiritual Care 15 Chapel 15 Prayer Care 15 Patient Room Service 16 Channel Listing: University District 17 Channel Listing: RiverBend 18 Speak Up 19-20 Your Rights & Responsibilities 20-22 32 Stay Safe 23-26 Don’t Leave Until... 6 things you should Advance Care Planning 27-28 Medical Decision Making 27 know before you walk Health Care Instructions (Living Will) 27 out the door. Health Care Representative 27 Durable Power of Attorney 27 What Are Advance Directives? 27 POLST (Physician Orders for Life Sustaining Treatment) 28 Ethics Consultation Services 28 Your Privacy & Information 29-30 Do You Have Pain? 31 Don’t Leave Until… 32-34 Preparing for Discharge 35-38 39 Going Home 35 For the Caregiver When You Are Discharged 35 Your role as Leaving Sacred Heart 36 patient advocate. What a Hospital Bill Covers 36 Coordination of Benefits (COB) 36 Uninsured? 36 Medicare 37 Commercial Insurance 37 For Self-Pay Patients 37 Financial Counselors Can Help 38 Patient Financial Services 38 For the Caregiver 39 Resources 40-42 40 Giving Back 43 Resources Guardian Angel Nomination Form 44
2 : 541-222-7300 www.peacehealth.org Welcome to Sacred Heart
Mission & Values Welcome to Sacred Heart. Taking We carry on the healing care of you is the most important thing mission of Jesus Christ by we do. It’s why we’re here. And while promoting personal and you’re here, we want you to have the best community health, relieving experience possible. pain and suffering and No matter why you are with us, we know treating each person in a that coming to the hospital is stressful. Our loving and caring way. goal is to reduce your stress as much as Our mission is supported possible so that you can heal better and faster. by these core values: That’s why we welcome your loved ones here n Respecting Human at all times and offer the many services and Dignity and Worth: amenities you’ll find listed in this guide. We respect the dignity At the same time that we strive to provide and appreciate the you with the best possible clinical care – worth of each person from our highly skilled staff to the most as demonstrated by our advanced technology and treatments – compassion, caring we also seek to meet your spiritual and and acceptance of emotional needs. Healing doesn’t just individual differences. happen. It takes a team, focused exclusively n Stewardship: We choose to on each patient and family or loved ones. serve the community and Our team is honored to have the privilege hold ourselves accountable of being entrusted with your care. to exercise ethical and If you don’t find what you need in this responsible stewardship in guide, please let your caregiver know. And if the allocation and utilization you have any comments or suggestions for of human, financial and me, please feel free to call or e-mail me. I environmental resources. will do my best to respond to you promptly. n Social Justice: We Sacred Heart has been a part of this build and evaluate community since 1936. Medicine has the structures of our undergone vast changes over the years, but organization and those our mission to care for all in need remains of society to promote the steadfast. We wish you well, and thank you just distribution of health for allowing us to serve you. care resources. n Collaboration: We To your health, value the involvement, cooperation and creativity of all who work together Tim Herrmann to promote the health of Regional Vice President Patient Care Services the community. 541-222-2034, or [email protected]
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Sacred Heart has been serving OUR ADDRESSES the needs of the Eugene-Springfield RiverBend Campus community and beyond since 1936, 3333 RiverBend Drive when community leaders asked the Springfield, OR 97477 Sisters of St. Joseph of Newark to come to Eugene to run the financially failing University District Campus Pacific Christian Hospital. Today, with 1255 Hilyard Street well over 400 beds across two campuses, Eugene, OR 97401 Sacred Heart is one of the largest and most respected medical centers between This is a Portland and San Francisco. tobacco-free hospital Sacred Heart is part of the Oregon Region of PeaceHealth, the health care ministry of what is now called the Join the Conversation Sisters of St. Joseph of Peace. www.facebook.com/ peacehealthoregon PeaceHealth also includes: n PeaceHealth Medical Group, the largest www.twitter.com/ and oldest multispecialty medical group peacehealth_ore serving Eugene, Springfield, Junction City, Creswell, Cottage Grove and Dexter. www.youtube.com/ n Cottage Grove Community Hospital peacehealthoregon n PeaceHealth Laboratories, serving hospitals and clinics in three www.peacehealthblog. Northwest states. org/oregon n Peace Harbor Hospital in Florence
Visit us at www.peacehealth.org to get information about health care concerns, meet area physicians and learn more about the services we provide.
4 : 541-222-7300 www.peacehealth.org Telephone Directory
RiverBend Always dial 9 and the area code when MAIN NUMBER calling outside the hospital. If you’re calling 541-222-7300 to a number inside the hospital, press only Advance Directives the last four digits of the number. 541-222-2245 RiverBend Ethics Consultation Administration 541-222-2000 Services Dialysis (inpatient) 541-222-6388 541-222-2262 Gift Shop 541-222-1340 Health Records 541-222-2166 Financial Services Human Resources 541-222-6816 800-873-8253 Hyperbaric Center 541-222-4500 Imaging 541-222-1700 Foundation Library Services 541-222-2280 541-686-6958 Lost and Found 541-222-1160 Medical Staff 541-222-7001 Gift Shop 541-222-1340 Mother/Baby 541-222-6909 Nuclear Medicine 541-222-7010 Grievance Line Nursing Administration 541-222-6811 541-222-2495 Oregon Heart & Vascular Institute Cardiovascular Wellness 541-222-7216 Information and Patient Know Your Numbers 541-222-7216 Location Pulmonary Rehabilitation 541-222-7442 541-222-7300 Weight Management 541-222-1964 Patient Room Service 541-222-3663 Medical Social Work Pharmacy 541-736-9895 541-222-2440 Sleep Disorders Center 541-222-2402 Volunteer Services 541-222-2200 Patient Family Guest Wound & Ostomy 541-222-7155 House 541-685-1970
Patient Room Service 541-222-3663
Spiritual Care 541-222-2245
Calling to a number within the hospital? Press only the last 4 digits of the number
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University District University District Administration 541-686-3660 MAIN NUMBER Gamma Knife Center 541-984-4266 541-686-7300 Gift Shop 541-686-6924 Health Records 541-686-6841 Advance Directives Human Resources 541-686-6816 541-222-2245 Johnson Unit 541-686-7058 Lost and Found 541-686-7105 Ethics Consultation Oregon Services Rehabilitation Center 541-686-7363 541-222-2262 Patient Room Service 541-686-3663 Financial Services Regional Infusion Center 541-335-2800 800-873-8253 Volunteer Services 541-686-6825 Foundation 541-686-6958
Gift Shop 541-686-6924
Grievance Line 541-222-2495
Information and Patient Location 541-686-7300
Medical Social Work 541-222-2440
Patient Family Guest House 541-685-1970
Patient Room Service 541-686-3663
Spiritual Care 541-222-2245 Calling to a number inside the hospital? Press only the last 4 digits of the number
6 : 541-222-7300 www.peacehealth.org During Your Stay
We have policies and unit to verify the visit and issue an ID badge procedures in place to help you to each visitor. This check-in is vital to and your family work with our maintaining a secure hospital environment. doctors, nurses, and staff to get the most from your hospital Parking stay. Please take a few minutes RiverBend: Parking for visitors is to review these guidelines available at several locations: with your loved ones. n Emergency patients may use the parking lot adjacent to the ED entrance on the Visiting Hours south side of the main hospital. RiverBend: Hospital n Hospital visitors may use parking entrances are open from 5:30 garage S located north of the hospital or a.m. to 8:30 p.m. The main parking garage C located north of the lobby is open 24 hours a day, RiverBend Pavilion. seven days a week. Visitors n Oregon Heart & Vascular Institute visitors must check in with a security should use the surface parking lots located officer at the main lobby west and south of the OHVI building. reception desk between 8:30 n RiverBend Pavilion visitors should p.m. and 5:30 a.m. daily. The use parking garage C located north of officer will contact the nursing the Pavilion. staff of the unit to verify the n RV parking is provided in the back of the visit and issue an ID badge to employee surface parking lot, south of each visitor. This check-in is the OHVI surface parking lot. Contact vital to maintaining a secure PeaceHealth Security & Parking Services hospital environment. at 541-743-4750 to arrange for RV parking. n If you drove your own car to the University District: Hospital hospital, there is no problem leaving it entrances are open from 5:30 parked for the duration of your stay. a.m. to 8:30 p.m. Visitors must check in with a security University District: Parking for visitors officer in the Emergency is available inside the Central Parking Room between 8:30 p.m. Garage, which is surrounded by Patterson and 5:30 a.m. The officer will and Hilyard Streets and 12th and 13th contact the nursing staff of the Avenues. The main entrance is off
Visitors Welcome Visitors are welcome at any hour on many units. However, some units do limit visitation to help patients get the rest they need. Please check with your nurse. Visitors are limited to 2 at any time. Please keep noise to a minimum.
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Patterson. All parking is free, but requires n Wear properly-fitting validation, which is available from the footwear with nonskid soles. reception desk in the main lobby. Note: n Keep the call button within If the gate is raised at the exit and no easy reach. attendant is available, you may leave n Have necessary items within without submitting your validation. reach, such as your glasses, n Emergency, Gamma Knife Center, tissues, the telephone, and Regional Infusion Center and anything else you need. Outpatient Rehabilitation patients n Please tell your nurse about may park in the lot adjacent to the ED any unsafe conditions. entrance on the southeast corner of the hospital. Qualified patients receive an Communication Barriers “Outpatient Series Permit.” The hospital offers n RV parking is available on the corner interpreters, free of charge, of Hilyard Street where it intersects to provide interpretation with the alley between 11th and 12th between patients and their Avenues; contact PeaceHealth Security caregivers, in person or & Parking Services at 541-743-4750 to by telephone or video- arrange for RV parking. conferencing. Talk with n If you drove your own car to the your nurse if you need an hospital, there is no problem leaving it interpreter, or call 541-222- parked for the duration of your stay. 2065. The hospital offers special accommodations Preventing Falls for hard of hearing and Patients often fall because they are on visually impaired patients and medications that make them dizzy, they family members by providing are weak and unsteady due to illness or the following: medical procedures, or because they’ve n Large print forms been sitting or lying down for too long. and magnifiers For your safety, please: n Sign language interpreters n Always call for assistance before getting n Video phones for the deaf out of bed. located in the main lobbies at
Family Guest House The Children’s Miracle Network-Lions Family Guest House (541-685-1970) at 1057 Patterson Street in Eugene, serves as an inexpensive residence for patients’ family members or other caregivers who face relatively long-term lodging needs. When no rooms are available, Guest House staff can help you find other lodging, sometimes at reduced cost.
8 : 541-222-7300 www.peacehealth.org RiverBend, RiverBend Pavilion machine, or if you are unable to use your and the University District. hands and need a speakerphone, talk to your TTY phones are also available nurse. in patient rooms upon request. n To call another area within the hospital: n Assistive listening devices Press the last four digits of the number. such as pocket talkers, n To make local calls: Press 9 and then FM systems, phone the number. amplifiers, hospital kits n To call long distance: Press 9 and then and Real-Time Captioning. follow directions for the calling card n TTY phones located in the provided by your long-distance carrier following lobbies: RiverBend n To make a credit card call: Press 9 and then main lobby, Oregon Heart & the access code for the carrier needed. Vascular Institute, SPA and n To make a collect call: Press 9 and then Emergency Departments. the access code for the carrier needed. TTY phones are also n For calls beginning with 1-800, 1-888, 1-877 available in patient or 1-866: Press 9 and then the number. rooms upon request. n Closed captioning available Cell phones on all TV’s. The use of cell phones is generally allowed n Amplified phones in all throughout the hospital grounds and public areas. facilities, with the following restrictions: n Cell phones must not be brought Telephone within three feet of medical equipment Family and friends may call your in the ICU, cardiac units, NICU, Labor room by calling 541-222-7300. & Delivery and Surgery. Most patient telephones have a n When staff suspects interference built-in amplifying dial, allowing problems, they may ask cell phone users you to turn up the sound on in close proximity to turn off their cell your telephone. If you need phone or move away to a safe distance. a telephone amplifier or TTY n Departments have the right to ban all
Leave Your Valuables At Home Please do not leave valuables such as jewelry, cash, credit cards or a checkbook in your room. Please ask a family member to take your valuables home. If that is not possible, notify your nurse, and your valuables may be secured in an envelope in the hospital safe. They will be returned to you upon discharge.
Sacred Heart Medical Center does not accept responsibility for items of value, unless they are kept in the safe.
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visitor cell phone use in their area. prominently displayed Notice of such bans will be posted. and should introduce themselves. You have Photography the right to ask for Please “ask” before you snap. identification. To protect the privacy, comfort and n Our security officers are respect for all, please note: happy to escort visitors to n The patient must give permission to the parking garages or lots have their picture taken. on the campus at any time. n The filming cannot include other If needed, please ask your patients, monitors and equipment. nurse to call an escort. After n PeaceHealth staff MUST GIVE 8:30 p.m., visitors may stop PERMISSION to have their picture taken. by the main lobby security n Staff may not allow filming if it interferes desk and ask the officer to with the patient’s medical care. arrange an escort for them. n Childbirth filming must be given n If you are aware of a threat permission by the physician and/or to you or are concerned department leadership. someone inappropriate n Please understand that there may be times may visit you in the or places when filming is forbidden. hospital, please ask your nurse to contact Security. Safety and Security We will take steps to We strive to provide a safe and secure address the threat and keep environment for you and your visitors. unwanted visitors from We recommend the following measures to contacting you. keep you safe and your valuables secure: n For everyone’s safety, n Please do not leave any items visible in a weapons are not allowed parked car. in the hospital. This n Visitors should not leave their prohibition includes possessions and valuables in their weapons covered by a vehicles, waiting areas, dining rooms or concealed weapons permit. a patient’s room. If you have any concerns n Every staff member in the hospital with personal security, please should have an identification badge do not hesitate to ask your
Wireless Internet Access Guests at Sacred Heart Medical Center may use our free wireless connection to access the Internet. When searching for wireless networks, connect to PH-Guest-WiFi and then visit www.peacehealth.org/guestinternetaccess for more information.
10 : 541-222-7300 www.peacehealth.org nurse or other staff members n Find A Doctor: search for a doctor by to contact Security. name or specialty. n Web Nursery: friends and family Fire Safety members can see a photo of your newborn In the event of a fire situation, baby on our Web site. you will hear “Dr. Red/Code n E-mail a Patient: Hospital volunteers print Red” and location information out and hand-deliver brief messages to from the overhead speakers. patients twice a day, Monday through Friday. You will also see flashing strobe n Cheer Cards: send an electronic greeting lights. Your caregivers are card to your loved one. trained in fire response and n Surgery Patient Tracking: tracks the progress will provide instructions on of your surgery for family and friends. what to do. It is rare that full n Health Information Search: a evacuation would become comprehensive online medical database. necessary. If this does occur, your caregivers will instruct and Library Services assist you in a safe evacuation. RiverBend: Trained Medical Librarians are ready to listen and respond to your health Smoking information needs. Here is a sampling of what Use of tobacco products is we have to offer: prohibited on all PeaceHealth n Internet access and staff to direct you to properties. Family members reliable websites for health information and visitors wishing to smoke n Access and assistance with may get information about electronic and print resources outdoor smoking locations n Information in English and Spanish at the reception desk in the n Other databases provide information on main lobby. Thank you for traveler’s health, natural medicine and helping us create a healthy prescription drugs. environment for our patients, n A lending library of consumer health visitors, employees, volunteers books and videos. and community. n Reference books including consumer health and standard medical Online Resources reference sources. Go to www.peacehealth.org We have two library locations inside to find these and other online the hospital. care resources: Main Library: Southeast corner, second floor
Lost and Found RiverBend 541-222-1160 University District 541-686-7105
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Phone: 541-222-2280 Guest/Visitor Food Email: [email protected] Services Hours: Monday – Thursday: 7:30 a.m. RiverBend: The RiverView to 4 p.m., Friday: 7:30 a.m. to 2 p.m. Café, on the second floor of Heart & Vascular Library: next to the the hospital, is made up of Oregon Heart & Vascular Institute lobby, several individual eateries first floor. that emphasize personal choice and fresh ingredients. Restrooms You’ll find espresso drinks, Family members and visitors are baked goods, made-to-order welcome to use the restroom inside omelets, sandwiches and the patient room. There are also wraps, fresh pizzas, fresh public restrooms located throughout salads and fruit, vegetarian the hospital. entrees, sautéed pasta dishes, fresh fish, American Linens standards, refrigerated side PeaceHealth wants to do its part to dishes, dessert items and conserve resources such as water, assorted beverages. Hours electricity and natural gas. We would vary for the eateries. like to invite you to help us make Vending machines are a difference. located on the second floor To be environmentally friendly, your near the RiverView Café and sheets will be changed as needed for your are open 24 hours. care and comfort. If at any time you would n Café Yumm!® serves like your sheets changed, please delicious, nourishing let the staff know. food—using many organic If you find you need personal care ingredients—prepared fresh items, such as a toothbrush, toothpaste, every day. It is located on the or hand lotion, please ask your nurse. first floor near the surgery We appreciate your help. entrance. Phone: 541-736- 9866.
Pharmacy Services A pharmacy is conveniently located in the lobby of the RiverBend Pavilion. They accept most types of major medical insurance including Medicare and Medicaid. If you’re currently not a Walgreens customer, they can transfer your prescriptions with a phone call.
Hours: Monday-Friday: 9 a.m. to 6 p.m., Closed Sat. and Sun. Phone: 541-736-9895
12 : 541-222-7300 www.peacehealth.org n University District: 3. Right Dose The hospital cafeteria is 4. Right Route located on the first floor 5. Right Time and is open daily from 6:30 a.m. to 2 p.m. We use BCMA because we take patient safety very seriously. We want to make sure all of our n Espresso PRN is a specialty patients receive the right medication at the coffee shop located on right time. the third floor near the main elevator and is open How does BCMA work? weekdays from 6 a.m. to When you are admitted to Sacred Heart, a 7:15 p.m. and 4 p.m. to 7:15 bar coded identification band is placed on p.m. on weekends. Vending your wrist. It includes your name, date of machines are located on the birth, and medical record number. It also first floor near the cafeteria, includes a barcode that looks something and are open 24 hours. like the image on this page. Visitors will also find many Your nurse brings up the medication profile restaurants within a block or in the computer, scans the barcode on all two of the hospital. medications, and scans the barcode on your wristband. The system electronically compares Ensuring your identity and medication information and Medication Safety alerts the nurse of any potential variations or BCMA stands for Bar Code mismatches. Medication Administration. Your wristband will be scanned every The main purpose of BCMA time you are to receive medication. You is to reduce medication help with this process when you allow errors at the point of care the nurse to scan your wristband. Even by helping us adhere to the though the nurse may know you, it is still “Five Rights” of Medication important to identify you by scanning your Administration: wristband. If you have any questions about 1. Right Patient your medications or BCMA, please ask your 2. Right Drug nurse, provider, or pharmacist.
TV Your room has a color television with a wide range of television channels. See pages 17-18 for complete TV channel listings. For the Hearing Impaired: All televisions can access closed captions. To activate this feature, press the “CC” button on the Patient Pillow Speaker Control (select CC1). Please play your television softly and turn off your television at bedtime.
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Patient Food Services Gift Shop Patient Meals: We serve three scheduled Magazines, paperback books, meals daily. Please notify nursing staff of any flowers, toys, candies and special diet requirements you may have. See gift items are available in the table on page 16 for a list of your options. the volunteer-operated gift RiverBend shop, Heartfelt Gifts, just n Breakfast arrives between 7:30 a.m. off the main floor lobby. All and 8:45 a.m. proceeds benefit patient n Lunch arrives between 11:30 a.m. and 1 p.m. care at Sacred Heart. For n Dinner arrives between 5 p.m. and 6:15 p.m. information on deliveries:
University District RiverBend Gift Shop n Breakfast arrives between 7:45 a.m. and Phone: 541-222-1340 8:45 a.m. Weekdays: 9 a.m. to 6 p.m. n Lunch arrives between 11:45 a.m. and Weekends and holidays: 1:00 p.m. 1 p.m. to 4 p.m. n Dinner arrives between 5:30 p.m. and Opens at 7 a.m. the second 6:15 p.m. Wednesday of every month.
Your first meal may be preselected for University District Gift Shop you, but a menu to select today’s lunch Phone: 541-686-6924 and dinner and tomorrow’s breakfast will Monday through Friday: come with your breakfast tray, and is also 10:00 a.m. to 4:00 p.m. available at each nursing station. Your doctor may order diet restrictions, resulting Mail and Flowers in changes to your meal selections. Volunteers deliver flowers Dietitians are available to discuss: to patients Monday through n Diets and restrictions Friday as well as letters and n Your individual needs e-mails. Letters that come after n Your needs at home your discharge will be sent to your home. Flowers that come Patient Snacks after your discharge will be An assortment of snacks and beverages are returned to the florist. Stamps, available to patients at each nursing station. stationery and cards may be purchased in the gift shop.
Daily Prayer A prayer is offered over the hospital’s public address system daily at about 8 a.m.
14 : 541-222-7300 www.peacehealth.org Spiritual Care n offering prayer, sacraments, ritual or scripture As a hospital of the Sisters of n calling your pastor or congregation St. Joseph of Peace, our mis- n helping you find hope again sion affirms our commitment n supporting your family and friends to providing health care that spiritually or emotionally encompasses the needs of the n assisting you with your Advance Directive whole person, mind, body and n facilitating conversations with your physicians spirit. The Spiritual Care De- and other members of your care team partment cares for the spiritual n facilitating ethical decision making needs of patients, families, staff and the institution as a whole. How to contact a chaplain: Our chaplains are professionals n Call the Spiritual Care office at 222-2245 whose clinical and theological n Call the hospital operator at 222-7300 training and experience enables n Ask your nurse, or any member of your care them to compassionately minis- team, to contact a chaplain ter to your spiritual, emotional and religious needs in a way Chapel that is respectful of your beliefs You are invited to visit the chapel for a time and religious tradition. of prayer, meditation or quiet reflection. All Our chaplains serve within are welcome. the hospital, hospice, Home Health and various areas of RiverBend: The chapel at RiverBend is PeaceHealth Medical Group. A located on the second floor above the Main chaplain could help you by… Lobby. Catholic Mass is celebrated Tuesday n being present and listening and Thursday at 12:30 p.m., and is televised to you on Channel 86. n reflecting on the meaning of your illness and how University District: The chapel at University you understand what is District is located on the first floor next to the happening gift shop. Catholic Mass is celebrated Monday, n helping you cope with your Wednesday and Friday at 12:30 p.m., and is questions, concerns, fear televised on Channel 50. or grief
Prayer Care Upon request, Prayer Care volunteers include individual patients in their dai- ly prayers. Patients need only provide their first name or initial and the type of prayer they seek, such as a prayer for healing, trust or acceptance. For more information, call 541-222-2245, or ask your nurse to contact a chaplain.
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Patient Room Service Dial 3663 (FOOD) for room service, available 7 a.m. to 7 p.m. The following selections are available to patients at all times. Those marked with an asterisk (*) are available only from 7 a.m. to 7 p.m. After you place your order, it will be delivered to your room.
Hot Soups Sweets n Chicken noodle n SnackWell Vanilla Crème Cookies* n Cream of tomato n Pudding: vanilla or chocolate n Cream of chicken n Ice cream: vanilla or chocolate n Chicken broth n Popsicle n Graham crackers Sandwiches n Custard n Turkey n Jell-O: orange, regular n Tuna salad* and sugar free n Roast beef n Orange sherbet n Peanut butter and jelly n Cereal snack bar*
Extras Beverages n Macaroni and cheese* n Juice: apple, cranberry, orange n Potato chips* & prune n Toast* n Coffee: regular or decaf n Bagel w/ light cream cheese n Hot chocolate: regular n Carrot sticks* and sugar free n Saltines n Milk: 2% or nonfat n Tea: regular, decaf or herbal Cereal n Soda: regular and diet Sierra Mist n Raisin bran n Gatorade n Crispy rice n Cheerios Special Order n Granola* n Hamburger* n Cheeseburger* Fruit n Garden salad* n Apple n Chicken breast sandwich* n Applesauce n Fish strips* n Banana n Chicken strips* n Fruit yogurt n Milkshake: vanilla or chocolate* n Salad of the day* n Pizza*
16 : 541-222-7300 www.peacehealth.org Channel Listing University District
TV Your room has a color television with a wide range of television channels. For the Hearing Impaired: All televisions can access closed captions. To activate this feature, press the “CC” button on the Patient Pillow Speaker Control (select CC1). Please play your television softly and turn off your television at bedtime.
2 The Care Channel 31 GALAVISION 5 ESPN 32 TBS 6 KMTR (NBC) 33 C-SPAN 2 7 KEPB (PBS) 34 KLSR (FOX) 8 ESPN 2 35 CNN 9 KEZI (ABC) 36 KEVU (Independent) 10 ESPN News 39 The Learning Channel 11 Headline News 40 Sky Camera Radio 91.1 12 Fox News Classical 13 KVAL (CBS) 41 Sky Camera Radio 99.1 14 KTVC (UPN) Oldies 15 American Health Network 42 Sky Camera Radio 100.9 16 Cartoon Network Christian 17 Fox’s Family Network 43 Sky Camera Radio 590 18 Discovery KUGN NewsTalk 23 The Weather Channel 44 Sky Camera Radio 93.3 24 Bloomberg Television Country 25 USA Network 45 Sky Camera Radio 94.5 Pop 26 AMC 46 Sky Camera Radio 104.7 27 TNT Top 40 28 Animal Planet 47 Sky Camera Radio 1120 29 ESPN Classic KPNW NewsTalk 30 UNIVISION 50 Chapel
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2 TV Guide 44 CNN 3 KMTR (NBC) 45 Headline News 4 KEVU (IND) 46 CNBC 5 KLSR (FOX) 47 The Weather Channel 7 The Discovery Channel 48 FOX News 8 KVAL (CBS) 49 NWCable News 9 KEZI (ABC) 50 The History Channel 10 KEPB (PBS) 51 Court TV 11 KZWB 53 FX 12 KTVC (UPN) 54 TNT 13 Healing Health Care 55 TBS 14 Media Services Channel 56 BET 15 TV Mart 57 Spike TV 16 QVC 58 USA Network 17 Home Shopping Network 59 Sci-Fi Channel 20 Sky Cam Channel 60 Comedy Central 21 Access: Metrovision 61 CMT 22 PAX NET 62 VH1 23 Access: Education 64 TV Land 24 C-SPAN 65 Travel Channel 26 Telemundo 66 Food Network 27 The Newborn Channel 67 HGTV 28 Newborn Channel Spanish 68 Oxygen 29 Access: Public 69 Lifetime 30 PIN 70 E! 31 Univision 71 AMC 32 Versus 33 The Golf Channel Patient education videos are 34 FOX Sports Net available on Channels 74 - 81, 35 ESPN the Sacred Heart Video-On- 36 ESPN2 Demand system. Your nurse can 37 Comcast Sports Net provide a listing of these videos. To 38 The Learning Channel request a video, call 541-222-2600. 39 ABC Family 40 Nickelodeon 83 C-SPAN 2 41 Disney Channel 84 A&E 42 Cartoon Network 85 MTV 43 Animal Planet 86 Chapel
18 : 541-222-7300 www.peacehealth.org Speak Up Help us to take better care of you To prevent health care errors, patients are urged to:
Help Us Take Better peak up if you have questions or Care of You Sconcerns, and if you don’t understand, If you have questions ask again. It’s your body and you have a about your care, right to know. treatment, services or safety while you are here, ay attention to the care you are we invite you to: Preceiving. Make sure you’re getting n Talk with your nurse or the right treatments and medications by caregiver first. He/she is in the right health care professionals. Do not the best position to meet assume anything. your immediate needs. n Ask to speak with the ducate yourself about your diagnosis, Charge Nurse, Manager, Ethe medical tests you are undergoing or Supervisor. and your treatment plan. n Ask to speak with your doctor or with the sk a trusted family member or friend physician overseeing Ato be your advocate. your care. n If you feel that the nurses now what medications you take and and doctors have still Kwhy you take them. Medication not met your needs, ask errors are the most common health to speak with the care mistakes. PeaceHealth Ethicist. se a health care organization that If your concerns are still not Uhas undergone a rigorous on-site met, you may contact the Risk evaluation against established, state-of- Management Department the-art quality and safety standards. for assistance or for more information articipate in all decisions about Pyour treatment. Sacred Heart Medical Center You are the center of the health 541-222-2495 care team. (from The Joint Commission Speak Up brochure)
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Non-Discrimination Policy In case of questions, please As a recipient of Federal financial contact: PeaceHealth dba assistance, Sacred Heart Medical Center, Sacred Heart Medical Center does not exclude, deny benefits to, or at RiverBend and Sacred Heart otherwise discriminate against any person Medical Center at University on the grounds of race, color, or national District. origin, or on the basis of disability or age in admission to, participation in, or Contact Person/ receipt of the services and benefits under Section 504 Coordinator: any of its programs and activities, whether Director of Risk Management carried out by Sacred Heart Medical Telephone number: Center directly or through a contractor 541-222-2485. or any other entity with which Sacred Heart Medical Center arranges to carry Help us to out its programs and activities. take better care of you
This statement is in accordance with ______the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of ______the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and ______Regulations of the U.S. Department of Health and Human Services issued ______pursuant to these statutes at Title 45 Code of Federal Regulations Parts 80, ______84, and 91. ______
Rights & Responsibilities Our patients have the right: addresses psychological, n to treatment without regard to age, race, spiritual, social and ethnicity, religion, culture, language, intellectual needs in disability, socioeconomic status, sex, conjunction with sexual orientation, and gender identity medical care. or expression. n to receive care in a safe n to care that is respectful of personal environment free of values, beliefs, and preferences, and abuse (verbal, mental,
20 : 541-222-7300 www.peacehealth.org Rights & Responsibilities
physical and sexual), transferred must first have agreed to neglect, exploitation and accept the transfer. unnecessary restraints. n to complete information about n to an environment that diagnosis, treatment and prognosis preserves dignity and presented in a way he or she can contributes to a positive reasonably be expected to understand, self-image. and to be involved in planning care. n to receive visitors whom n to receive important information in they designate, including, a manner that takes into account any but not limited to, a spouse, vision, speech, hearing, or cognitive a domestic partner impairment needs. (including a same-sex n to be offered language access services, domestic partner), such as interpreting and translation, another family member, free of charge. or a friend, and to n to receive all the information necessary withdraw or deny such to give informed consent for a proposed designation at any time. procedure or treatment including n to know which physician description, expected benefits, risks and or licensed independent alternatives, including the alternative of practitioner (LIP) is in no treatment at all. charge of his or her hospital n to have pain assessed and treated as care and the names of clinically appropriate. other personnel involved n to refuse care, treatment and services in care, and to refuse and to be told what effect this may have treatment, examination on his or her health. or observation. n to receive all the information needed n to appropriate medical for informed consent to forego or evaluation and services as withdraw life-sustaining treatments and indicated by the urgency to designate someone to make medical of care. When medically decisions on his or her behalf if the permissible, a patient patient is too ill to do so. Information may be transferred to about Advance Directives is available another facility only after on request. being provided complete n to have a physician and family member, information and an or other designated contact person, explanation concerning notified of his or her admission. the need for, and the n to full explanation before taking part alternatives to, such a in any research, and the right to refuse transfer. The provider to to participate in research without which a patient is to be jeopardizing access to medical care.
www.peacehealth.org 541-222-7300 : 21 Rights & Responsibilities
n to privacy in care delivery and n asking questions and confidentiality of all information seeking clarification in and records regarding care order to understand and n to review their medical records be informed about their without charge and to obtain a copy diagnosis as well as any (for which the hospital may charge expectations of them. a reasonable fee). n promptly reporting any n to discharge planning for continuing changes in their health, care requirements following release concerns about their from the hospital. care and/or obstacles n to be informed of any business interests to following their providers may have in health services to treatment plan. which the patient is referred. n furnishing information n to receive an explanation of charges and reasonably necessary to to be informed of financial assistance determine the ability to resources for health services. pay for services and the n to make a verbal or written complaint sources thereof. about hospital care without fear of n respecting the rights of reprisal and to receive a written response others in the hospital. from the hospital. Patients or their loved n being respectful of the ones may contact the Risk Management property of other persons Department at 541-222-2495 for and of the Medical Center additional assistance and/or to request a and for following the copy of the PeaceHealth Oregon Region rules affecting patient Grievance Policy. care and conduct. n cooperating with providers Patients may also contact the Joint to achieve an optimal Commission at 800-994-6610. outcome of care after consenting to treatment. Patients may also contact the Centers n informing providers when for Medicare & Medicaid Services instructions, information at 855-472-4440. or answers to questions are not understood or cannot Our patients are responsible for: be followed, or if care n participating actively in decisions is unsatisfactory. regarding their health care. n providing accurate, and complete, relevant medical history, symptoms and concurrent conditions prior to and during the course of treatment.
22 : 541-222-7300 www.peacehealth.org Stay Safe You can contribute to health care safety.
procedures or paperwork— for example, being given salt with a meal when you’re on a salt-free diet, or receiving someone else’s medical forms.
You can help prevent errors by taking charge of your care. Be sure to: n stay informed about your medical condition n know the details of your treatment plan n understand the tests and procedures you will undergo
Your doctor can answer these questions. Take notes when you speak with your doctor, While you are in the hospital, many or have a trusted friend or people will enter your room, from doctors family member take notes and nurses to aides and orderlies. The for you, so you can refer to following information will help make them later. Also ask for any your hospital stay safe and comfortable. written information your doctor may be able to provide You’re in Charge about your condition and/ Errors can occur during your hospital or treatments. Remember— stay. They can involve medications, you’re in charge.
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 their hands before they touch 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.
www.peacehealth.org 541-222-7300 : 23 Stay Safe
Fighting Infections 4. Do not touch “IV” While you’re in the hospital to get well, you dressing, wound dressings, should know that there is the possibility of tubes, or catheters. Keep developing an infection. The single most the areas clean and dry. important thing you can do to help prevent 5. Let your nurse know if infections is to keep your hands clean and dressings are loose or wet. make sure that everyone who touches you— 6. If you must adjust a tube including your doctors and nurses—cleans make sure your hands are their hands, too. cleaned first. It is also important that your healthcare 7. If possible, ask your friends providers clean their hands with either and relatives not to visit if soap and water or with an alcohol-based they feel ill. hand cleaner every time, both before 8. Carefully follow your and after they touch you. Healthcare doctor’s instructions providers know that clean hands are regarding breathing important but sometimes they forget. You treatments and getting and your family should not be afraid or out of bed. Don’t be afraid embarrassed to speak up and ask them to to ask for help, advice or clean their hands. sufficient pain medications. 9. Don’t be afraid to ask Ten Tips for Preventing questions about your Infections in the Hospital care so that you fully 1. Wash your hands carefully with soap understand your treatment and water after handling any type plan and expected of soiled material, after using the outcomes. bathroom, if your hands are visibly 10. If you are a smoker, dirty or after leaving your room for consider taking part in any reason. Also, use hand gel before Sacred Heart’s smoking leaving the room. Visitors and family cessation program. members are encouraged to cleanse This will reduce the their hands when they visit. chance of developing a 2. “It’s OK to Ask.” If you do not see a staff lung infection while in member cleaning their hands, it’s okay the hospital, and may to remind them before they take care improve your healing of you. abilities following 3. If you have diabetes, be sure that you surgery. For more and your doctor discuss the best way to information, ask your control your blood sugar before, during nurse or physician. and after your hospital stay. High blood sugar increases the risk of infection.
24 : 541-222-7300 www.peacehealth.org Preventing Falls n When you get assistance, rise slowly from Patients often fall because your bed or chair to prevent dizziness. they are on medications n Walk close to the wall and hold onto the that make them dizzy, they handrail while in the bathroom. are weak and unsteady due to illness or medical DVT: Lower Your Risk procedures, or because Deep-vein thrombosis (DVT) occurs they’ve been sitting or lying when blood clots form in the legs and down for too long. For your block circulation. The clots can lodge in safety, please: the brain, heart or lungs, causing damage n Always call for assistance or even death. When you’re hospitalized before getting out of bed. and in bed with limited physical activity, n Wear properly-fitting your risk of DVT increases. Ask your footwear with nonskid soles. doctor about using compression boots n Keep the call button within or stockings and/or blood thinners to easy reach. prevent DVT during your stay. n Have necessary items Tell your doctor or nurse immediately if within reach, such as you have any of the following warning signs: your glasses, tissues, the n A leg cramp or charley horse that telephone, and anything gets worse else you need. n Swelling and discoloration in your leg, upper arm or neck
You, Your Family and Friends Must Clean Your Hands: 1. after touching any object or surface in your hospital room 2. before eating 3. after using the restroom
Happy Birthday to You! 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 most 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. If you have diarrhea or an infection called C. diff you must wash with soap and water to avoid infecting others.
www.peacehealth.org 541-222-7300 : 25 Stay Safe
n Unexplained shortness of breath n Bring your medication list n Chest discomfort that gets worse when each time you go to the you breathe deeply or cough hospital, emergency room n Light-headedness or blacking out or clinic. n Keep a medication list with Medication Safety you when you travel. Medication errors can be very serious n If you are too sick to do and lead to complications or worse. But, so yourself, ask a family patients and family members can help member to show the prevent medication errors. Here are medication list to your some important things you should know. doctors and nurses. n Make sure your family has Monitor…your medications by keeping your doctor’s name and a complete list. Take this list each time phone number. you see a health care provider. New lists n Keep your medication list can be downloaded and printed at in an accessible location www.peacehealth.org/mapyourmeds. so it is available in an emergency situation. Ask…your doctor, nurse or pharmacist n When you leave the to review (with you) their record and hospital, talk with the your list to make sure they match. Also, doctor or nurse about the make sure you understand why you are medications you will take taking every medication. Change the at home. information on your list each time you n Pick a single pharmacy in start or stop taking a medication. Throw the community so they can away medications you no longer take. check for potential drug interactions every time you Prevent…medication errors by adhering submit a prescription. to this checklist: n Keep your medication list accurate.
26 : 541-222-7300 www.peacehealth.org Advance Care Planning
Medical are unable to communicate or make your Decision Making own medical decisions. A health care You have the right to instruction offers guidance to your loved make decisions about your ones and removes the burden for making own medical treatment. medical decisions from your family, These decisions become friends, and medical professionals. more difficult if, due to illness or a change in mental Health Care Representative condition, you are unable to (Durable Power of Attorney tell your doctor and loved for Health Care) ones what kind of health care A person (agent, attorney-in-fact, or treatment you want. That is surrogate) you appoint to make your why it is important for you medical decisions if you are unable to do so. to make your wishes known Choose someone you know well and trust to in advance. Here is a brief represent your health care wishes. Be sure description of some advance to discuss your wishes with the person and care planning tools and other loved ones before naming your health information about our Ethics care representative. Note that a health Consultation Services: care representative may have to use their judgment in the event of a medical decision Health Care for which your wishes aren’t directly known. Instructions (Living Will) Durable Power of Attorney A set of instructions For health care: A legal document that documenting your wishes names your health care representative. about life-sustaining medical You may appoint such health care care or other forms of representative by completing Part B of the treatment. It is used if you Oregon Advance Directive. You do not
What is an Advance Directive? Oregon has a specific Advance Directive which allows one to develop a set of health care instructions and/or identify a health care representative for medical decision making. When you complete an Advance Directive in Oregon, you are completing a legal document that gives health care instructions to medical personnel, family, and friends concerning your future care and/or identifies a health care representative who has durable power of attorney for health care when you cannot speak for yourself. You do not need a lawyer in order to complete an Advance Directive in Oregon. You may revise or revoke your Oregon Advance Directive at any time.
www.peacehealth.org 541-222-7300 : 27 Advance Care Planning
need a lawyer to appoint your health You, or a valid surrogate care representative. decision maker, may revoke For finances: You may also want to the form at any time and appoint someone to manage your request alternative treatment. financial affairs when you cannot. A durable power of attorney for finances is a Ethics Consultation separate legal document from the durable Services power of attorney for health care. You Sacred Heart has Ethics may choose the same person for both, or Consultation Services choose different people to represent you. available to patients, families and their caregivers when POLST (Physician Orders for help is needed to work Life Sustaining Treatment) through difficult treatment If you are suffering from a chronic decisions. If you would like debilitating condition for which life to discuss ethical matters sustaining treatment may be medically related to a particular case, indicated in the future, you may work please call 541-222-2262. with your physician to complete a POLST form which will document your treatment For more information preferences via physician orders. A about Advance Directives POLST form allows you to document your or to obtain forms, please treatment preferences regarding CPR, call Spiritual Care at other major medical interventions, and 541-222-2245. artificially administered nutrition.
Notes ______
28 : 541-222-7300 www.peacehealth.org Your Privacy & Information
Privacy and your n Ask to have corrections added to your Health Information health information You have privacy rights n Request restrictions on how your health under the federal Health information is used or shared (although Insurance Portability and we are not required to agree to all such Accountability Act—better requests) known as HIPAA and n Get a report on how your health pronounced “HIP-ah.” It information was shared for certain is a law that protects the purposes confidentiality of your health n Receive the PeaceHealth Joint Notice information. HIPAA sets limits of Privacy Practices that tells you how on who can look at or receive your health information may be used your health information. and shared Sacred Heart Medical Center n File a complaint and most other health care providers must comply with To get a copy of your health records, or to HIPAA. Failure to do so could ask for a correction or restriction, please result in serious penalties. contact the Health Records Services Department. To get a report on how What information is your information was shared or to file a protected? complaint, please contact the Regional Information that is used to Privacy Officer (see below). make decisions about your health care and payment To provide you with high quality, efficient for your health care is health care, your health information can protected, including: be used and shared: n Information your doctors, n For your treatment and care nurses, and other health coordination care providers put in your n With your family, relatives, friends, and medical records others who are involved with your care n Billing information about or who are paying your health care bills, you in our computer system unless you object n To receive payment for the services we You have rights provide over your health n To protect the public’s health, such as by information reporting when the flu is in our area Under HIPAA you have the n When required by law, such as required right to: reports of child abuse to the police n Receive a copy of your n For our quality improvement and health records general business management purposes
www.peacehealth.org 541-222-7300 : 29 Your Privacy & Information
Without your written For further permission, we cannot: information: n Give your health information to your n See the PeaceHealth Joint employer Notice of Privacy Practices. n Use or share your health information for If you didn’t receive one marketing or advertising purposes upon admission to the hospital, ask your nurse for Sharing information a copy or go to http://www. about your condition peacehealth.org/notice-of- People who care about you may call the privacy-practices hospital asking about you. To protect n Contact the Regional your privacy, it is our policy to not share Privacy Officer, Kevin any medical information over the phone. Johnston, at 541-686-7487 However, if callers ask if you are a patient or email kejohnston@ here, we would tell them that you are a peacehealth.org patient unless you tell your nurse that you want “Do Not Announce” status. “Do Not Announce” status means our staff will not tell any visitors or callers, including your immediate family, that you are here. You will not receive any mail or flowers.
Notes ______
30 : 541-222-7300 www.peacehealth.org Do You Have Pain?
Pain Scale Pain Management You are the expert about how you are feeling. Be sure to tell your doctor or nurse 0 No Hurt when you have any kind of pain. To help describe your pain, be sure to report:
n When the pain began. n Where you feel pain. 2 Hurts n How the pain feels—sharp, dull, Little Bit throbbing, burning, tingling. n If the pain is constant, or if it comes and goes. n What, if anything, makes the pain 4 Hurts feel better. Little More n What, if anything, makes the pain feel worse. n How much, if any, pain your medicine is taking away. 6 Hurts n If your medicine helps with the pain, Even More how many hours of relief do you get?
Use the Pain Rating Scale to tell your doctor or nurse how severe your pain is. 8 Hurts Whole Lot
10 Hurts Worst
www.peacehealth.org 541-222-7300 : 31 Don’t Leave Until ... 6 things to know before leaving the hospital
When it’s time to be released from the 2. Medications list. This is hospital, your physician will authorize a a listing of what medications hospital discharge. This doesn’t necessarily you are taking, why, in what mean that you are completely well—it only dosage, and who prescribed means that you no longer need hospital them. But also having a list services. If you disagree, you or your prepared by the hospital is caregiver can appeal the decision (see If a good way to double-check You Disagree, at bottom). the information. On the other hand, you may be pleased to learn that your doctor has approved your 3. Rx. A prescription for discharge. But before you can leave the any medications you need. hospital, there are several things that you or your caregiver must attend to. 4. Follow-up care The first step is to know who will be instructions. involved in your discharge process. This Make sure you have paperwork starts with the hospital’s discharge planner, that tells you: who may be a nurse, social worker or n what, if any, dietary administrator, or may have some other restrictions you need to title. You and your caregiver should meet follow and for how long this person relatively early in your hospital n what kinds of activities you stay; if not, find out who this person is and can and can’t do, and for be sure to meet with them well before your how long expected discharge date. n how to properly care for any injury or incisions you Make sure you have the may have following information before n what follow-up tests you you leave the hospital: may need and when you 1. Discharge instructions. This is an need to schedule them overview of why you were in the hospital, n what medicines you must which health care professionals saw you, take, why, and for how long what procedures were done, and what n when you need to see medications were prescribed. your physician
If You Disagree You or a relative can appeal your doctor’s discharge decision. If you are a Medicare patient, be sure you are given “An Important Message from Medicare” from the hospital’s discharge planner or caseworker. This details your rights to remain in the hospital for care and provides information on who to contact to appeal a discharge decision.
32 : 541-222-7300 www.peacehealth.org n any other home-care and agencies that can help with patient care instructions for your caregiver, and respite care. such as how to get you in/ out of bed, how to use and Home Infusion monitor any equipment, and Home Infusion provides specialized what signs and symptoms to services for patients in need of intravenous watch out for therapy or enteral tube feedings in n telephone numbers to call their own home. Each patient receives if you or your caregiver has individualized attention from a registered any questions pertaining to nurse clinician, who specializes in home your after-hospital care infusion and works under the direction of the ordering physician. Clinical 5. Other services. When pharmacists and registered dietitians also you leave the hospital, you work to develop and support the home may need to spend time in a infusion plan of care. Ongoing assessment rehabilitation facility, nursing throughout the course of therapy ensures home, or other institution. Or safe and effective treatment. Home you may need to schedule tests infusion services are covered by Medicaid, at an imaging center, have by most major medial plans and, to a treatments at a cancer center, limited extent, by Medicare. or have in-home therapy. Be sure speak with your nurse or Home Infusion • 541-461-7650 physician to get all the details you need before you leave. Home Health Care Part-time health care is provided by 6. Community resources. medical professionals in a patient’s You and your caregiver may home to maintain or restore health. It feel unprepared for what will includes a wide range of skilled services, happen after your discharge. including part-time nursing care, therapy, Make sure your discharge and assistance with daily activities. planner provides you with Medicare defines home health care information about local as intermittent, physician-ordered resources, such as agencies medical services or treatment. that can provide services like transportation, equipment, Home Health • 541-461-7500 home care and respite care,
Be sure to meet with the hospital’s discharge planner early in your stay to ensure a smooth discharge process later on.
www.peacehealth.org 541-222-7300 : 33 Don’t Leave Until ...
Durable Medical Equipment (DME) patients recovering from an Medical equipment that is ordered by a doctor injury or illness. Some facilities for use in a patient’s home. Examples are also have a separate unit for walkers, crutches, wheelchairs and hospital residents with Alzheimer’s beds. DME is paid for under both Medicare disease or memory loss. Part B and Part A for home health services. Hospice of Sacred Heart Independent Living Hospice of Sacred Heart is a home- Communities for seniors who are very based program addressing the independent and have few medical problems. physical, emotional, spiritual and Residents live in private apartments. Meals, practical needs of the dying person housekeeping, maintenance and social and his or her family. At the center outings and events are provided. of hospice is the belief that each of us has the right to die pain-free Assisted Living and with dignity, and that our An apartment in a long-term care facility families will receive the necessary for elderly or disabled people who can no support to allow us to do so. longer live on their own but who don’t need The hospice team consists a high level of care. Assisted-living facilities of the patient’s personal provide assistance with medications, meals physician, hospice physicians, in a cafeteria or restaurant-like setting, and the hospice medical director, housekeeping services. Nursing staff is on nurses, home health aides, site. Most facilities have social activities social workers, spiritual support, and provide transportation to doctors’ trained volunteers, music appointments, shopping, etc. thanantologists and bereavement counselors. Members of the Nursing Home hospice staff including hospice A residential facility for people with chronic physicians and the medical illness or disability, particularly elderly director make regular visits to people who need assistance for most or assess the patient and provide all of their daily living activities such as additional care or other services. bathing, dressing and toileting. Nursing Hospice staff is on-call 24 hours homes provide 24-hour skilled care, and are a day, seven days a week. also called convalescent homes or long-term care facilities. Many nursing homes also Hospice of Sacred Heart provide short-term rehabilitative stays for 541-461-7550
Respite Care provides a temporary break for caregivers. Patients are cared for by volunteers who provide up to four hours a week of in-home care.
34 : 541-222-7300 www.peacehealth.org Preparing for Discharge
Going Home When your doctor feels that you are ready to leave the hospital he or she will authorize a hospital discharge. Please speak with your nurse about our discharge procedures. Here are few tips to make the discharge process run smoothly: n Be sure you and/or your caregiver have spoken with a discharge planner and that you understand what services you may need after leaving the hospital. (See Don’t Leave Until… on page 32 for more discharge advice.) n Verify your discharge date and time with your nurse or doctor. n Have someone available to pick you up. n Check your room, bathroom and bedside table carefully for any personal items.
When You Are Discharged Your physician 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. If you are confused or unsure about what you need to do, what medications you must take, or if you have to restrict your diet or activities, don’t be afraid to ask and take notes.
Be sure you understand any instructions you have been given before you leave the hospital.
www.peacehealth.org 541-222-7300 : 35 Preparing for Discharge
n Make sure you or your caregiver has bill from your physicians for all necessary paperwork for billing, their professional services, referrals, prescriptions, etc. which may include surgeon, anesthesiologist, pathologist, Leaving Sacred Heart radiologist. Discharge time from the hospital is 11 The hospital is responsible a.m.; obstetrics patients may check out for submitting bills to your at 1 p.m. Please make transportation insurance company and will arrangements well in advance of your do everything possible to discharge and communicate with your expedite your claim. You care team regarding your anticipated should remember that your discharge time. policy is a contract between At discharge, you will be escorted you and your insurance through the main lobby to the front company and that you have entrance. Please instruct the person the final responsibility for providing your transportation to wait payment of your hospital bill. for you there. Special discharge parking spaces for Mother/Baby and Pediatrics Coordination of patients are available in parking garage Benefits (COB) H (hospital basement level) at the Coordination of Benefits, RiverBend campus. referred to as COB, is a term used by insurance What a Hospital Bill Covers companies when you are The hospital bill covers the cost of your covered under two or more room, meals, 24-hour nursing care, insurance policies. This laboratory work, tests, medication, usually happens when both therapy, and the services of hospital husband and wife are listed employees. You will receive a separate on each other’s insurance
Uninsured? Help Is Available We will work with you to develop short- or long-term repayment plans or help you access resources available here in our community or through government programs. We are an Outreach Facility for the Oregon Health Plan (OHP), with specially trained staff to help eligible patients complete the application process. If the balance of your hospital bill cannot be resolved by other programs, you may qualify for our Bridge Assistance Program, which reduces or eliminates the patient’s account balance if his or her household income and the service performed meets our eligibility requirements.
36 : 541-222-7300 www.peacehealth.org policies, or when both time of service you will be asked to parents carry their children answer questions to help determine on their individual policies, the primary insurance carrier paying or when there is eligibility for your visit. This is referred to as an under two federal programs. MSP Questionnaire and is required by This also can occur when federal law. Your assistance in providing you are involved in a motor accurate information will allow us to bill vehicle accident and have the correct insurance company. medical insurance and If you do not have secondary insurance automobile insurance. you will be asked to pay these amounts Most insurance companies or establish a payment plan. If you are have COB provisions unable to pay these amounts, we will help that determine who is you determine if you qualify for a state the primary payer when funded program or Bridge Assistance. medical expenses are incurred. This prevents Commercial Insurance duplicate payments. COB As a service to our customers, we will priority must be identified forward a claim to your commercial at admission in order to insurance carrier based on the comply with insurance information you provide at the time guidelines. Your insurance of registration. It is very important for may request a completed you to provide all related information COB form before paying a such as policy number, group number claim and every attempt will and the correct mailing address for your be made to notify you if this insurance company. occurs. The hospital cannot provide this information to For Self-Pay Patients your insurance company. Patient Financial Services Department You must resolve this issue will send statements for payment of self- with your insurance carrier pay accounts. If payment arrangements in order for the claim to are not established and no payment be paid. is made during the 90-day period the account will be placed with a collection Medicare agency. If you need an itemized This hospital is an approved statement you can obtain one by calling Medicare provider. All our customer service department at services billed to Medicare the number listed below. If you have follow federal guidelines any questions regarding your billing and procedures. Medicare statement, you can contact the Patient has a COB clause. At the Financial Services at 800-873-8253.
www.peacehealth.org 541-222-7300 : 37 Preparing for Discharge
Financial Counselors Can Help Patient Financial Be assured that medically-necessary Services hospital services will never be delayed For payments, payment or denied based upon your ability to arrangements, and any pay. However, many resource programs billing questions: require an application or screening 800-873-8253 toll free process. The OHP and some other programs have a deadline to process applications in order to cover a particular date of service. Please do not hesitate to call us at your earliest opportunity so we can move quickly to help you. Your health is our first priority, and your peace of mind contributes to your good health. If you have concerns about resolving your hospital bill, please contact us.
Notes ______38 : 541-222-7300 www.peacehealth.org For the Caregiver Your role as a patient advocate Caregiver...
Know What Condition Know what condition your loved one is being treated for.
Patient’s Rights Know your patient’s rights and responsibilities (See page 20).
Advance Directives Know whether or not your loved one has an advance directive and if so, what it specifies. (See page 27). While your loved one is in the hospital, Ask Questions who will speak up for him or her? You If your loved one is too ill or can, by being the patient’s advocate—the reluctant to ask questions, person who will help the patient work with make note of their concerns doctors, nurses and hospital staff. To help and any you may have and your loved one make the best decisions speak up about their care and treatment, follow the (see Speak Up! on page 19). advice in the Caregiver list at right. While you are making sure that your Help Track Medications loved one’s needs are being met, don’t Your loved one may be neglect your own. Caregiving is a stressful prescribed medications in and time-consuming job. You may neglect the hospital and may be seen your diet, your normal exercise routine, by several doctors. and your sleep needs. You may find that you have little or no time to spend with What’s Next friends, to relax, or to just be by yourself Will your loved one need for a while. But down time is important. home care or care at another Don’t be reluctant to ask for help in caring facility? Ask to speak with a for your loved one. Take advantage of case manager to find out what friends’ offers to help and look into local your options are. adult daycare programs. Find out more about how you can ease the stress of caregiving at www.caregiver.org.
www.peacehealth.org 541-222-7300 : 39 Resources
Staff Definitions you, your family and your Hospitalists medical team to help meet These are physicians who specialize in goals of recovery. Therapy caring for patients in the hospital. They may range from brief serve as attending physicians and consult consultation to ongoing for other specialists. They do not have intervention, based on the an outpatient or clinic practice. By being extent of your injuries present in the hospital 24 hours a day, or illness. 7 days a week, our team of hospitalists can respond more quickly to any urgent Technicians & or emergent health care need that you Technologists might have. They can also better focus on Skilled health professionals the increasing severity and complexity of perform and assist with illnesses affecting hospitalized patients laboratory and other procedures, including Nursing Staff x-rays, mammograms, Registered Nurses (RNs) are available ultrasound, CT scans, MRIs, for your care 24 hours a day, seven days cardiac catheterization, a week. Other nursing staff include radiation therapy and other Licensed Practical Nurses (LPNs) and procedures that help in Certified Nurse Assistants (CNAs). diagnosing and treating your illness or injury. Allied Health Staff Other medical professionals who may Care Managers attend to your needs include laboratory Care managers will review technicians, imaging technicians, your medical record and dietitians, therapists, pharmacists and discuss your discharge behavioral health specialists. planning. They are also available to assist you with Dietitians arrangement for home care, A registered dietitian will review your admission to a long-term care medical record and work with your health facility or rehabilitation care. care team to develop a nutrition care plan Medical Social Workers offer for you. Registered dietitians are also emotional support, counseling available to educate you about any diets you and guidance to help patients may need to follow after you are discharged. and their families deal with financial, social and Rehabilitation Therapists emotional problems related to Physical therapists, occupational therapists illness or hospitalization. and speech pathologists will work with
40 : 541-222-7300 www.peacehealth.org Pharmacists naps if your sleep is interrupted at night. While you are in the hospital Walk every day. Spirits are replenished all of your medications are with exercise. Regular and moderate dispensed by our hospital exercise is essential for you to maintain pharmacists. They can answer good health. any questions you have regarding your medications. Relax. Breathe fully and deeply. Listen to beautiful music. Laugh aloud every day as Chaplains you assist your loved one to recovery. Hospital Chaplains are available to all patients and Get needed information. Staying their families. A variety informed will reduce your anxiety. of special care ministries Two good resources are the hospital’s are available including Medical Social Work department (541- prayer care, healing music, 222-2440) and the Gerontology Institute palliative and end of life care (541-687-6234). Additionally, please such as No One Dies Alone visit our online health library at www. and Strings of Compassion. peacehealth.org/healthwise. Please contact your nurse to request these services. Accept your feelings. Sadness and anger are natural responses to hurt and Volunteers loss. Your feelings reflect how deeply Volunteers support patient you’ve been affected by your loved care and provide information one’s condition. Tears can be cleansing. to families and guests. They Acceptance of your feelings as normal and can be identified by their natural leads to relief. blue colored uniform and hospital ID badge. Touch one another. Share a hug! Everyone needs love and support, Hospital Resources particularly when caring for a loved one. Tips for Families and Friends Giving Care Get support. Everyone needs and deserves Eat well. Regular nutritious support and encouragement. Do not turn meals are a must for you to down help from caring friends and family. maintain your strength. Tell your story. Describe your concerns Get enough sleep. Take and experiences to clarify your reality and short naps when the bring order from chaos. It will help you feel person you are caring for is less lonely. Sharing is a normal way to work sleeping. You will need these through the feelings you have as a caregiver.
www.peacehealth.org 541-222-7300 : 41 Resources
Celebrate. Each milestone passed Caregiver Resources and every measurable success during www.aoa.gov this period is a cause for celebration. Caregiver resources from the Recognizing progress is progress! Administration on Aging
Grief Support Services www.caregiving.com Grieving the death of a loved one is often Online support groups and the most difficult challenge we face in articles on caregiving our lives. Hospice of Sacred Heart (541- 461-7550) offers grief support groups Children of Aging Parents for adults. Courageous Kids (541-461- 800-227-7294 7577) offers a variety of options for www.caps4caregivers.org grieving children and teens, including Information, referrals and peer support groups, school groups and support for caregivers of the summer camps. These support groups elderly and chronically ill provide a safe, confidential environment to help normalize the deep feelings that Eldercare Locator can overwhelm us when a loved one dies. 800-677-1116 www.eldercare.gov Medical Social Work/ Help with locating aging Care Managers services throughout the U.S. Health concerns often involve enormous social, emotional and financial concerns. 800-MEDICARE Sacred Heart’s RN and medical social worker www.medicare.gov care managers are available to provide Official U.S. government site emotional support and guidance for patients for people with Medicare and their families, and to assess their needs and find the best available solutions. National Alliance Care managers also assist with for Caregiving planning and arranging for post- www.caregiving.org hospital care, including in-home care Support for family caregivers or care in nursing facilities, foster and those who serve them homes and residential care facilities. Also, our care managers can provide National Family written information on a wide range of Caregivers Association community services, and help patients 800-896-3650 and families in using these services. www.nfcacares.org For more information, call 541-222-2440 Support for caregivers of weekdays from 8 a.m. to 4:30 p.m. or talk chronically ill, aged, or with your nurse. disabled loved ones
42 : 541-222-7300 www.peacehealth.org Giving Back
Giving To Sacred Heart
Sacred Heart wouldn’t be the nationally recognized hospital it is today without its long history of generous community charitable support. Beginning with the construction of a new hospital wing in the 1940s, philanthropy has continued to make a significant difference to patient care through the years. Volunteer When hospital caregivers Volunteers give more than 100,000 hours provide extraordinary support every year to support patient care and and compassion, many services. Volunteers share their time, patients and family members talents and hearts by: want to express their n Providing information and support to gratitude in a meaningful way. families and guests. Sacred Heart Medical Center n Assisting with way-finding and Foundation’s Guardian Angel hospitality services. program allows you to do so. n Helping families and staff in the Patients, family and friends Medical Units, Surgical Services, wishing to honor a caregiver Emergency Department, Patient Family can nominate them as a Guest House and Hospice. Guardian Angel. Recognition n Operating the gift shop through the forms are available Sacred Heart Hospital Guild. throughout the hospital and For more information, please call on the next page. Volunteer Services at RiverBend at To learn more about the 541-222-2200. Guardian Angel program and to make tax-deductible gift to support medical excellence and compassionate patient care at Sacred Heart, visit www.peacehealth.org/ guardianangel or call the Foundation at 541-686-6958.
www.peacehealth.org 541-222-7300 : 43 Did an angel care for you? We want to hear your story and give your Guardian Angel recognition. They’ll receive an angel wings lapel pin and certificate in a special ceremony.
Mail this form to SHMC Foundation, PO Box 10905, Eugene OR 97440.
Your name: ______Address: ______City: ______State: ____Zip: ______Phone: ______Email: ______I/We would like to recognize ______I or a loved one received exceptional care in _____at ______(month/year) (department or clinic) My/Our story: ______ PeaceHealth may share my story in newsletters and online. I wish to remain anonymous.
Some patients are moved to make a gift in honor of their Guardian Angels and the care they received. Your gift is tax-deductible and helps us provide compassionate care, purchase new equipment and support ongoing programs. It’s very possible that you or a loved one benefited from the generosity of past patients.
I’m honoring my Guardian Angel with a gift of $1,000 $500 $250 $150 $100 $______
Enclosed is my check (made payable to SHMC Foundation) Please charge my credit card Card #: ______Exp. Date: _____CVV #: ______Name on card: ______Signature: ______
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