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PATIENT GUIDE Key Information for Your Stay

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PATIENT GUIDE Key Information for Your Stay PATIENT GUIDE Key Information For Your Stay FREE! Take This GlensFallsHospital.org | 518-926-1000 Copy Home With You Brought to you by: NY05464G06_GlensFallsHos_COV_B1.inddNY05464G06_GlensFalls_4C.indd 1 1 7/11/198/15/19 3:338:49 PMAM Life’s Most Important Journey Starts Here Providing end-of-life care that listens with respect, cares with compassion, supports with choice and comforts with understanding wherever you call home. Our Team: Our team provides a circle of Northern Office care for you and your family. Franklin, St. Lawrence Hamilton Team members can include: and all of Essex County • Hospice Medical Director • Your Physician Southern Office • RN Case Manager Warren and Washington Counties • LPN & Hospice Aides Direct Referral Line: • Social Worker • Spiritual Counselor 518-891-0606 • Bereavement Coordinator Visit us online: • Hospice-Trained Volunteers www.highpeakshospice.org Our Services: • Durable Medical Equipment • Medications Related to Your Hospice Condition • Medical Supplies • Pain/Symptom Management Offering Support to Patients, Caregivers • Emotional and Spiritual Support and Community • Bereavement Program Child-Focused Support Services Available • 24/7 Telephone Access to an RN NY05464G06_GlensFalls_4C.indd 2 8/15/19 8:49 AM CONTENTS WELCOME ......................2 ABOUT US ......................3 PHONE DIRECTORY ..............4 OUR COMMITMENT TO CARE ....5 12 FAST FACTS ABOUT YOUR STAY ..7 Take Charge of Your Care SPECIAL SECTION ...............12 n Speak Up, Plus 7 Key Ways YOUR HEALTH to Take Charge of Your Care RECORDS RIGHTS ...............17 n Prevent Falls n Check IDs .......... ADVANCE DIRECTIVES 18 n 5 Ways to Fight Infections n Don’t Ignore Pain LEAVING THE HOSPITAL .........19 UNDERSTANDING YOUR BILL ....21 HOSPITAL RESOURCES ...........23 GIVING BACK ...................24 The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider’s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, iStockphoto. ©2019 PatientPoint® NY05464G06_GlensFallsHos_ED_B1.indd 1 7/11/19 3:39 PM Welcome Thank You for Trusting Us Thank you for choosing Glens Falls Hospital for your upcoming healthcare needs. Our skilled and dedicated physicians, nurses and staff have one priority in mind—your health and safety. Our primary goal while you are here is to ensure you and your family stay safe, informed, comfortable and satisfied. Every hour of every day, residents of the southern Adirondack region choose Glens Falls Hospital for their healthcare needs. In addition to a range of inpatient and outpatient services, including cancer MISSION and obstetric care, surgery, and rehabilitation and STATEMENT behavioral health services, our skilled network of To improve the physicians and staff provide primary and specialized health of people outpatient care at more than 20 locations throughout in our region by the region. providing access I encourage you to let us know how we are doing by to exceptional, affordable and sharing your experiences, compliments or suggestions patient-centered for improvement with us. Your input is an essential care every day, part of our commitment to continuously improve and and in every enhance our services. Please feel free to share your setting. experiences with your nurse, patient representative or with me either during or after your stay. Please visit I hope this guide is a helpful resource to you, and your GlensFalls time here is as comfortable as possible. Best wishes for Hospital.org for a safe and successful transition back to your home. current information on Sincerely, support groups, the latest healthcare information, and Dianne Shugrue health and President and CEO prevention tools. CONTACT US 100 Park St. • Glens Falls, NY 12801 518-926-1000 • GlensFallsHospital.org 2 NY05464G06_GlensFallsHos_ED_B1.indd 2 7/11/19 3:39 PM About Us Why We Are the Right Choice for Your Care Glens Falls Hospital CARES by demonstrating: n Collaboration n Excellence n Accountability n Safety n Respect Our Vision We will be known as the premier system of patient-centered healthcare for the region, distinguished by our passion for and excellence in quality and service. We Will Achieve This Through ... A process of emphasizing a culture that inspires continuous improvement of our performance, our results and ourselves. Accredited by: n DNV GL - Healthcare n Intersocietal Accreditation n College of American Pathologists Commission (IAC) n American College of Surgeons n American Academy of Sleep n American College of Radiology Medicine n American Association of Diabetes n American College of Radiation Educators Oncology Approved by: n New York State Department of Health A member of: n The Healthcare Association of n The American Hospital Association New York State n Adirondack Health Institute Licensed by: n The New York State Department of Heath Accolades: n American Heart Association - n NYS Department of Health Mission: Lifeline - STEMI Receiving Designation - Center of Excellence Center Bronze Achievement Award for Alzheimer’s Disease Hospital n NYS Department of Health n Blue Cross Blue Shield - Blue Designation - New York State Distinction Specialty Care Center Stroke Center for Maternity Care - The Joyce Stock Snuggery 3 NY05464G06_GlensFallsHos_ED_B1.indd 3 7/11/19 3:39 PM Phone Directory Key Numbers Main: 518-926-1000 | Billing: 518-926-5100 | Discharge: 518-926-3300 Gift Shop: 518-926-2795 | Nutrition Services: 518-926-2614 Calling from INSIDE the hospital? Dial the last four digits only. OTHER HOSPITAL SERVICES Book/ Patient Experience 518-926-2785 518-926-3450 Magazine Cart Department Patient Financial Care Management 518-926-3300 518-926-5111 Assistance Health Information 518-926-5402 Privacy Officer 518-926-1917 Management Lost and Found 518-926-2740 Quiet Line 518-926-5800 Meal Takeout Service 518-926-2233 Volunteers 518-926-2780 Pastoral Care 518-926-3531 For more information on the resources available at Glens Falls Hospital, visit GlensFallsHospital.org. 4 NY05464G06_GlensFallsHos_ED_B1.indd 4 7/11/19 3:39 PM Our Commitment to Care Patient Satisfaction Matters to Us How’s your stay? Are you getting the care you need? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you. During Your Stay Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue still is not resolved, then contact the Patient Experience Department at 518-926-3450 or OTHER HOSPITAL SERVICES [email protected]. You also have Book/ Patient Experience the right to file your complaint with either: 518-926-2785 518-926-3450 Magazine Cart Department New York State Dept. of DNV GL - Healthcare Office Patient Financial Health Centralized Hospital Attn: Complaints Care Management 518-926-3300 518-926-5111 Assistance Intake Program 400 Techne Center Dr. Mailstop: CA/DCS Suite 100 MAKING A Health Information 518-926-5402 Privacy Officer 518-926-1917 Empire State Plaza Milford, OH 45150 DIFFICULT Management Albany, NY 12237 Phone: 866-496-9647 HEALTHCARE Lost and Found 518-926-2740 Quiet Line 518-926-5800 Phone: 1-800-804-5447 Website: www. DECISION? dnvglhealthcare.com Sometimes a Meal Takeout Service 518-926-2233 Volunteers 518-926-2780 Email: hospitalcomplaint@ healthcare choice Pastoral Care 518-926-3531 dnvgl.com can involve an ethical concern— such as a wish to How Aredoing? Wewe Doing?are How refuse life-saving treatment or a We want you to be satisfied disagreement over with your care. To help, advance directives speak up if we can … (see p. 18). Our Respond quicker Ethics Committee to your needs can help your team of support people Explain things more clearly make difficult decisions. For Help keep your help, contact room clean or quiet the Patient Ease your pain Experience Department at Help you understand 518-926-3450. your treatment plan 5 NY05464G06_GlensFallsHos_ED_B1.indd 5 7/11/19 3:39 PM Our Commitment continued After Your Stay Once you leave our care, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey is a tool to measure and report patient satisfaction. It’s made up of simple questions on key care topics such as: n doctor and nurse communication n medicine and discharge information n pain management and staff responsiveness n overall quality of the hospital environment Inpatients may receive a survey from Press Ganey either through the mail, by email or by text message. Please take the time to complete it. The results help us to know what we’re doing right and where we can improve. Want to Know How We Score? You can review and compare the quality, care and safety ratings for different hospitals at: n Medicare Hospital Compare, which uses HCAHPS results and other data: www.medicare.gov/ hospitalcompare/search.html You also can find information on hospitals through these accrediting organizations: n Healthcare Facilities Accreditation Program (HFAP): www.hfap.org n DNV GL Healthcare: www.dnvglhealthcare.com n The Joint Commission: www.qualitycheck.org Post-Discharge Calls Glens Falls Hospital cares about you after you have been discharged. Within 48 to 72 hours of discharge, one of our nurses may contact you to be sure you understand your instructions, made follow-up appointments, filled your prescriptions and have answered any other questions you might have. 6 NY05464G06_GlensFallsHos_ED_B1.indd 6 7/11/19 3:39 PM Fast Facts About Your Stay An A-Z Guide to the Most Frequently Asked Questions ATM An ATM is located in the Tower lobby and near the cafeteria on the lower level of the hospital.
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