elcome to University System. We (2273). You also might receive a questionnaire in the Ware honored that you have entrusted us with mail after your stay requesting feedback regarding your care, and we will do everything we can to make your care. Please take the time to complete and return your stay as comfortable as possible. this “report card.” We are always looking for ways to exceed ’ On behalf of the University team, I wish you a expectations, and we hope you will give us that speedy recovery and a positive health care experience. opportunity while you are at any of University Health Sincerely, Care System’s facilities. If you know of a way for us to improve, we want to hear about it, since our pri - mary goal is to ensure you receive high-quality, com - passionate care. James Davis If you would like to share your thoughts regarding President/Chief Executive Officer your care, you can call our Care Line at 706/774-CARE University Health Care System

Updated WELCOME February 2014 Overview patients. The center has a well-baby nursery and a 40-bed University Health Care System is anchored by the 581-bed Level III Special Care Nursery offering neonatal intensive care University , and serves Augusta-Richmond County and to our smallest and most critically ill infants. the surrounding region. University Hospital is governed by the The Heart & Vascular Institute, a 188,000-square-foot Board of Trustees of University Health Services, which serves cardiovascular center with 72 inpatient suites, is the largest, voluntarily to help ensure that our patients have quality medical most comprehensive center of its kind in the region and services. Founded in 1818 as City Hospital, the hospital was first offers a full range of heart and vascular care, from diagnosis located on the 100 block of Greene Street. University has since to rehabilitation. moved through four facilities to its present location, which Recognizing the need to serve more of the community opened in 1970. Over the years, the campus has expanded to closer to home, University has established medical centers in include the Heart & Vascular Institute and office buildings that South Richmond County and expanded services in Columbia house more than 600 physicians and various treatment centers. County to include medical office buildings, a joint-venture University has a long history as a leader in delivering car - diagnostic imaging center, a skilled facility, a joint diovascular, cancer and women’s services. We developed the venture Day Surgery Center and Prompt Care facilities. area’s first outpatient cardiac catheterization and performed Columbia County is also the home of Brandon Wilde, widely the region’s first angioplasty. We opened the area’s first Breast recognized as one of the finest “Life Care” retirement com - Health Center and put the area’s first Mobile Mammography munities in the nation. Unit on the road, giving more women in our community access University is accredited by The Joint Commission (TJC), to breast cancer screening. Our W.G. Watson, M.D., Women’s which is an independent, not-for-profit organization, estab - Center features 36 obstetrical suites and state-of-the-art lished more than 50 years ago. The Joint Commission is gov - surgical suites dedicated for obstetrical and gynecological erned by a board that includes physicians, nurses and con - OVERVIEW ‰ ‰ ‰ sumers. The Joint Commission sets the standards by which Commission on Cancer accreditation with commendation, health care quality is measured in America and around the which recognizes cancer programs that strive for excellence world. University also has been designated as an Advanced in providing quality care to patients. Primary Stroke Center through Joint Commissions Disease- University Health Care System has been honored to specific certification program. receive the Consumer Choice Award from the National Research Corporation (NRC) for best overall quality and In addition: image in the Augusta region every year since 1999. The University is the only hospital in Augusta to receive the Consumer Choice Award is based on an independent survey Magnet Award for nursing excellence from the American of consumers conducted by NRC to recognize the most pre - Nurses Credentialing Center (ANCC). Magnet status is the ferred in about 190 metropolitan areas across the ANCC’s highest honor that can be received for outstanding country. achievements in nursing. University Hospital’s Breast Health Center has been University has received full Cycle II Accreditation with accredited by the National Accreditation Program for Breast Percutaneous Coronary Intervention (PCI) from the Centers (NAPBC), a program administered by the American Accreditation Review Committee of the Society of Chest Pain College of Surgeons. University has the only nationally Centers, and is the only hospital in Augusta whose Cardiac accredited breast health center in the region. University has and Pulmonary Rehab programs are certified by the been ranked 26th nationally of the Top 100 Hospital by American Association of Cardiovascular and Pulmonary WomenCertified® for demonstrating extraordinary service in Rehabilitation. The Vascular Lab at University is the only lab meeting the needs of women and their families. in the CSRA to be accredited in five types of noninvasive U.S. News and World Report named University the high - vascular testing. est performing hospital in Augusta in Ear, Nose and Throat; University has received the American College of Surgeons Gastroenterology; Nephrology and Orthopaedics. ur personnel are deeply concerned about you and To Recognize Employees Othe care you receive at University Hospital. Please We also want to know when you are pleased with our notify unit staff immediately if you have concerns about services so we can recognize employees who go your care or accommodations. If the unit staff is unable beyond your expectations in giving you exceptional to resolve your concerns, you may wish to contact the service. You can let us know about these employees Care Line. To reach the Care Line from your room, dial by calling the Care Line at 706/774-CARE (2273) or extension 4-2273 or “9” then 706/774-CARE (2273). We sending an e-mail to [email protected]. You also will will address your concern and make every attempt to find the Care Line on our website at www.university - resolve problems or issues. health.org/patientvisitorinfo .

Comments and Suggestions Since we are always looking for ways to improve care, we need your comments or suggestions about our services and our facilities. You may e-mail your com - ments to [email protected] or visit our website at www.universityhealth.org/patientvisitorinfo and send a Care Line note. Thank you for taking time to help us.

YOUR SATISFACTION v COMPLIMENTS v CONCERNS our room assignment at University Hospital is based with assistance, please call the nursing station and wait Yon your admitting diagnosis, medical condition and for the help your physician has determined you need. bed availability on the day of your admission. Charges will reflect the actual room usage regardless of your stat - Lost and Found ed request. We try to honor each patient’s preference for Lost and found items are turned in to Environmental a private or semiprivate room, but other arrangements Services. To inquire about a lost item, please dial may be necessary due to occupancy, physician’s orders 706/774-2153. We make every effort to notify patients of or the nature of your condition. personal articles left at the hospital. For housekeeping needs, please dial 706/774-2153. Calling Your Nurse To call your nurse, press the nurse call button located in Hair Salon the bed control panel. Do not hesitate to call your nurse An in-house hair salon is available for men and women anytime you have a concern about your care or condition. on the hospital’s second floor. If your physician approves, A staff member will respond to your signal as soon as you may visit the salon or have a hair stylist visit your possible. Please stay in bed after you receive pain med - room. Please ask a member of your patient care team to ication, pre-procedure medication or you have been pre - schedule your appointment. Payment is due when serv - pared for the night. Strange surroundings and sleeping ices are rendered. The hair salon, a project of the medications may create a hazard if you get out of bed. Volunteer Board of University Health, also serves visi - For assistance during the night, please use your call but - tors. Manicures and pedicures are also available. To ton, and the nursing staff will be happy to assist you. If schedule an appointment, please call 706/774-2203, your physician has indicated that you are to be up only Monday-Friday, 8:30 a.m. to 5 p.m.

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YOUR ACCOMMODATIONS v TELEPHONE SERVICES v PATIENT TV Banking hospital’s long distance carrier be different from the one Automated Teller Machines (ATM) are located in the main you prefer, please dial “0” and a hospital operator will hospital lobby directly in front of the main elevators and assist you in placing your call. Calls cannot be billed to in an alcove under the stairs in the lobby of the Heart & your room. However, you may use a major credit card, bill Vascular Institute. to a third party or make a collect call. • Family and friends can call your room directly by dialing Newspapers and Magazines the number on your phone. Upon request, the hospital The Augusta Chronicle and other local and regional news - can block incoming calls to your room but still allow papers are located in racks just outside the Food Court you to make outgoing calls. entrance on the first floor and in the vending area of the • Courtesy phones are located off the main lobby near Heart & Vascular Institute. Magazines may be purchased the Levi W. Hill III Auditorium and in the lobby of the in the Sunshine Gift Shop in the main lobby. Heart & Vascular Institute. • Special telephones are available for those with hearing Telephone Services impairments. Please ask your nurse to arrange for the There is no charge for making local calls. Simply dial “9” use of this equipment. and the number you desire. To call long distance, dial 9 + 0 + area code + number. You will be given an opportunity Patient TV to enter your calling card information. If you do not have Television programming is provided through Comcast and a calling card or if you wish to pay a different way, an includes more than 50 stations. In Women’s Center rooms, operator will come on the line to assist you. Should the the Newborn Channel is broadcast on Channel 80. Your Menu and Meal Service Special Occasions Each day you will select your meals from a menu pro - We are happy to celebrate special occasions in your vided by your Catering Associate. If you are on a spe - life and will be pleased to serve a complimentary cake cial diet ordered by your physician, you will receive for your birthday or wedding anniversary. Please con - menus tailored to meet your specific needs. If you have tact your Catering Associate to make necessary any questions about your menu or have special food arrangements. requests, please discuss them with your Catering Associate during daily visits.

Guest Trays Visitors may dine with you in your room. In-room guest meals may be ordered for a reasonable fee through your Catering Associate.* Breakfast $4 Lunch and Dinner $5

VIP Menu In an effort to make your stay at University Hospital as pleasant as possible, we offer an additional VIP menu of elegant food choices and fine-dining services.* $12 each

*Guest trays and VIP meals cannot be billed to your insurance.

FOOD SERVICES FOR PATIENTS AND VISITORS our safety and security are important to us. If Visitor Identification Yyou have any concerns, please tell one of our If your patient care team determines that a family mem - staff members. ber or friend staying overnight will not adversely affect your condition, the visitor will be given an identification Smoking Policy badge. Identifying after-hours visitors helps ensure a safe University Hospital is a smoke-free hospital. Smoking environment for everyone in the hospital. outside on the campus is discouraged but permitted only in designated smoking areas. Security • Your physician has available alternate medical University Hospital security personnel are on duty approaches for the management of nicotine depend - around the clock. Our uniformed officers drive marked ency or withdrawal. Should your physician prescribe vehicles and carry two-way communication equipment. one of these management tools for your use during For your safety, the hospital, campus and parking areas hospitalization, the charge will be added to your bill are monitored by a closed-circuit television system. If at the hospital’s cost. you need a security officer, dial extension 4-2295 from • The cost of replacing University Hospital property the nearest house phone or dial “0” for the hospital damaged or destroyed as a result of patient smoking operator and ask for Security. will be added to the responsible patient’s bill. Safekeeping of Valuables Information Desk Valuables such as jewelry, credit cards and cash should The main lobby Information Desk is staffed 24 hours a not be kept in your room. You may deposit your valu - day. After 9 p.m., all non-emergency visitors must enter ables with Security by letting your nurse know you want through the main entrance and must stop at the to use this service. We ask that you and your visitors Information Desk for a visitor’s badge. The Heart & please not leave valuables unprotected. The hospital is Vascular Institute information desk is staffed Monday- not responsible for the loss of money or valuables kept Friday, 6 a.m. to 9 p.m. After-hours visitors to the Heart in your room. Please limit the valuables you bring to the & Vascular Institute must get a visitor’s badge from the hospital to only those necessary for your stay. nursing supervisor.

‰ ‰ ‰ SAFETY AND SECURITY Electrical Devices Fire and Disaster Drills To reduce possible fire or electrical hazards: You must To ensure your safety in the event of a fire or disaster, limit your electric personal care items to the following drills are routinely held at University Hospital. If there is appliances if needed during your hospital stay: hair a drill while you are in the hospital, please remain in curlers, curling iron, hair dryer, toothbrush, shaver, hair your room, request visitors to do the same and do not clippers and CPAP machines or other sleeping devices. become alarmed. Fire doors will close automatically Please let your nurse know if these items are brought throughout the hospital when a drill is in progress. In into the hospital. Our Plant Engineering Department addition, we ask that visitors not try to use elevators must do a quick safety check to ensure that your equip - during a drill. Thank you for cooperating during our ment is working properly prior to use. For your protec - emergency preparedness time. In the event of a real tion, Hospital Safety Policy prohibits all other electrical emergency of any kind, patients and visitors will be appliances, including televisions, radios, toasters and informed by hospital staff of appropriate actions to coffee makers. take . Finding Your Way Interpreters Helpful maps titled “Finding Your Way” include the hospital For Persons with Limited English Proficiency campus and the first and second floors and are available Through our Speech and Hearing Center, we offer inter - at information desks and other locations throughout the pretation services for non-English speaking patients. This hospital. If you can’t readily find a copy, inquire at the includes a special telephone network system that provides main information desk in the hospital lobby. Feel free to medically certified interpreters in more than 100 languages. ask any employee for assistance in locating any room or Medically certified Spanish interpreters also are on call to service in the hospital. provide direct personal translation. Please tell a member of your patient care team if you need this service. Pastoral Care Chaplains work closely with physicians and other clinical For the Hearing Impaired staff to help patients and their families look at the mean - Special amplified telephones are available for the rooms ing of illness; they also use faith and religious resources of patients who are hearing impaired. In addition, for coping with crises. Often they simply offer a listening arrangements can be made through our Speech and ear. The services of a chaplain are available around the Hearing Center to provide a medically certified American clock, every day of the year. If you would like to have a Sign Language interpreter. Please let your nurse know if chaplain or a local minister visit, please dial “0” for the you need either of these services. Accommodation of hospital operator and ask for the chaplain’s office or have patients with sensory deprivation or patients who are a member of your patient care team page the chaplain non-English speakers and/or their families is governed by on call. Chaplains also are available for sacramental min - hospital policy, which also outlines grievance procedures, istries and religious liturgies. as provided by Section 504 of the Rehabilitation Act. Please contact your nurse or the Care Line at 706/774-CARE Interfaith Chapel (2273) if you experience any difficulty. An interfaith chapel, located off the main first floor lobby near the visitor elevators, is open to people of all faiths Mail and Flowers for prayer and meditation. Worship services are held here Your mail and flowers are delivered directly to your room each Sunday at 10:15 a.m. each day, except in critical care areas. Patients in inten - sive care units cannot receive flowers, balloons or gifts Support Groups other than cards in their rooms. Your mailing address University Hospital offers a number of support groups for while you are here is University Hospital, 1350 Walton patients and their families needing support of others experi - Way, Augusta, GA 30901-2612. Mail received after your encing similar situations. Log on to www.universityhealth.org/ dismissal will be forwarded to your home. calendar for a complete listing. ‰ ‰ ‰ PATIENT SERVICES Magnolias Breast Health Boutique hospital building and in the Heart & Vascular Institute, University’s Breast Health boutique offers wigs and pre- including waiting rooms, the main cafeteria and the and post-mastectomy necessities, including breast coffee shop. Your device must have 802.11b wireless forms. Clients are treated with dignity and confidential - capability and you will be required to acknowledge and ity in a private, comfortable environment by knowl - accept the user agreement presented when you link to edgeable and caring staff. The boutique stocks the this service. This is a non-secure connection and is not most widely recognized and prescribed product lines, protected in any way. As this connection is provided and they believe clients can look and feel fabulous purely as a convenience for our patients and visitors, without sacrificing their treatment goals. The boutique University accepts no responsibility for any virus, spam is located in the Breast Health Center, Professional or other damaging activity, programs or executable Center 2, Suite 204. The boutique is a project of the files that might be downloaded or accessed in any Volunteer Board of University Health. Call 706/774-4155 fashion. We also do not provide user services in the for hours of operation. event of problems related to personal devices or an inability to connect to this service; we can only advise Wireless Internet Service users of the status of the network and its availability. Wireless internet service is available from all patient rooms and in all guest-accessible areas of the main Your Patient Care Team discuss your hospitalization with your physi - Your Patient Care Team cian, who will follow up with you in his/her office. If you Each unit is the responsibility of a designated clinical have any concerns regarding a member of the medical director and nurse manager. A patient care team is staff, please notify the charge nurse on your unit. assigned to care for all your needs. Housekeeping Aides Access Coordinators Housekeeping Aides take care of your environmental Access Coordinators verify insurance benefits. They also needs such as room cleanliness and floor care. register you as a patient and advise you concerning financial arrangements. They are responsible for collect - Intensivists ing the patient’s portion, such as co-payments and Intensivists are private practice physician members of deductibles at the time of admission or registration. our medical staff who specialize in the management or co-management of patients admitted to critical care units Assistant Nurse Managers in the hospital. An intensivist helps your admitting physi - Assistant Nurse Managers (R.N.s) on each shift have cian manage your medical problems while you are in the operational responsibility for the nursing unit in addition Critical Care Unit. The program includes interdisciplinary to giving direct patient care. working rounds with the team setting daily goals for your care. Upon your transfer out of the Critical Care Unit, your Case Managers attending physician will continue to care for you on the Case Managers are the link between medical services and regular nursing unit. The intensivist may continue to con - financial reimbursement. The case manager will arrange sult on your case if requested by your attending physician. post-hospital services as necessary following payor guidelines and requirements. Licensed Practical Nurses Licensed Practical Nurses (L.P.N.s) deliver patient care Catering Associates within the scope of their licensure. Your L.P.N. is cross Catering Associates are your personal contact for menus, trained to administer medications and intravenous fluids, meals and snacks. obtain blood samples, perform EKGs and provide direct patient care. Hospitalists Hospitalists are physicians who specialize in management Patient Care Assistants of acute medical problems for patients who are admitted Patient Care Assistants prepare your room for arrival and to the hospital as inpatients. Hospitalists may care for orient you to your room; change linens in your room you during your hospitalization instead of your primary daily; deliver direct patient care including measuring vital care physician. This helps your primary care physician signs, weight and intake/output; assist with your daily liv - because the hospitalist is in the hospital to answer your ing needs and perform basic patient care procedures questions and assist you with the recovery process by such as preps and dressing changes. Patient care assis - following up on tests and adjusting your treatment plan tants with advanced training also perform EKGs and throughout the day. Upon discharge, the hospitalist will obtain blood samples. ‰ ‰ ‰

YOUR CARE TEAM v YOUR RECORDS v PEDIATRIC PATIENTS Registered Nurses or schedule an appointment to review your record. Fees A Registered Nurse (R.N.) assesses your needs, and for copying are consistent with state and federal guide - develops your individualized nursing plan of care in coor - lines. Requests for copies of a completed record or por - dination with you and your family, your physician and tions thereof will be processed within three working days other team members, provides complex nursing care and of the request. Requests for copies or an appointment to evaluates how you respond to care. view your record should be directed to University Hospital, Health information Services, 1350 Walton Way, Social Workers Augusta, GA 30901-2612. Social Workers assess the patient and the patient’s sup - port system to determine the care that will be needed at For Parents of Pediatric Patients discharge. This is matched with the willingness and ability Visiting to care for the hospitalized patient at the time of dis - • Only one family member may stay overnight with a charge. Social workers also assist patients and family child in a semiprivate room. Two may stay overnight in members with seeking charity and financial assistance, a private room. Each overnight visitor must be 16 years legal guardianship, adoptions, and psychiatric and drug or older, unless they are the child’s parents. rehabilitation referrals. • Brothers and sisters accompanied by an adult may visit between 11 a.m. and 9 p.m. A child who is ill or has Unit Clerks had contact with anyone who is ill in the past three Unit Clerks take care of dismissals and the clerical needs weeks may not visit. University Hospital is not respon - of the unit, order all supplies and manage patient calls. sible for any injuries or illnesses that occur as a result of visits by children. Other Professionals • Children who are patients are not allowed to leave the Other professionals on the team are recognized by their floor without permission of the physician and nurse proper professional titles, such as Physical Therapist, caring for the child. Occupational Therapist, Respiratory Therapist, Speech Therapist, Audiologist, Pharmacist and Phlebotomist. Family Services These health care professionals and others work with • A shower and bath are available for parents. Please ask other disciplines to deliver treatment/therapies. your nurse for towels and soap. • You may order a guest meal tray through your Catering Medical Records Associate for a small charge. Please ask your Catering Your medical record begins when you first receive servic - Associate for details. If your child is not allowed to eat es from the hospital and is maintained electronically. or drink, please try not to eat in the room. Except as permitted by law, information contained in your medical record will be released only upon presenta - The Playroom tion of a release signed and dated by you or by a person With your nurse’s permission, your child may enjoy legally authorized to act on your behalf. When your spending time in our playroom near the nursing station. record is complete, you may request a copy (fees apply) Thank you for keeping our playroom tidy. Financial Arrangements of University Hospital with your insurance carrier. If You or your representative need to make satisfactory your choice of University Hospital is “out of network,” financial arrangements for your treatment. In addition and you are unable to obtain an exception from your to your insurance coverage, we accept cash, personal insurance plan, you will be responsible for whatever checks, VISA, MasterCard or American Express. Our your insurance does not cover, which is likely to be a acceptance of insurance assignments is a courtesy to significant amount. you, and benefits are accepted with the full under - standing that you or your guarantor is fully responsible Medicare for payment of the bill. Your Medicare card must be presented at admission to confirm your benefits. At the time of your registration, Patient/Guarantor Payment the Access Coordinator is required by law to ask sever - If no applicable benefits for hospitalization insurance al questions from the Medicare Secondary Payor form have been assigned, a cash deposit is required at the that will aid us in properly billing your account to time of elective admission. Co-payments or deductibles Medicare. Dental admissions are not covered under are payable at the time of service. Your Access Medicare. Coordinator is your advisor concerning payment arrangements. Medicaid If you receive Medicaid, you should present a medical Billing card for the current month at the time of your admis - All charges may not appear on your bill by the time you sion. Regardless of “medical necessity,” Medicaid will leave because of the cycles of the various services you not pay for a private room. Medicaid is secondary to may have used. After you get home, you will receive a any and all third-party coverage. All applicable insur - summary statement of services provided, and we will ance must be assigned to University Hospital as pri - file claims to your insurance on your behalf. You may mary carrier. Medicaid does not allow the hospital to also request a fully itemized statement, (except in the give patients or others an itemized statement for the case of Medicaid coverage). After you receive the initial purpose of collecting unassigned third-party payment. statement, you will receive at least one statement every Medicaid requires notification of any person requesting 30 days until your account is paid in full. If you have an itemized statement. any questions, please call the Patient Accounts Service Center at 706/828-2333. Self-Pay Care If you do not qualify for any of these programs and Managed Care/Preferred Providers you do not have insurance, you will be eligible for University Hospital is considered a preferred provider University’s self-pay discount. After the self-pay dis - for many insurance plans and networks. However, if count reduces your total hospital bill, you will be University is not your plan’s preferred provider, you responsible for the remainder of your charges. may incur a larger financial responsibility for choosing Arrangements can be made for monthly payments a “non-network” hospital. It is the guarantor/patient’s with the Patient Accounts Service Center at responsibility to confirm the preferred provider status 706/828-2333.

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FINANCIAL MATTERS v INSURANCE Physicians’ Fees Utilization Review Your hospital bill does not include fees for your physi - University Hospital is required by Medicare, Medicaid and cian(s) or for services from physicians who practice at most private pay health insurance plans to monitor the University Hospital to include: emergency physicians, patient’s hospital stay. If your coverage requires such anesthesiologists, pathologists, radiologists, neonatolo - monitoring, you will be asked to sign a consent for gists or other independent practitioners. You will release of your medical information to the requesting receive a separate bill from their billing offices, and all agency. If, during this monitoring process, your insurance inquiries should be directed to the telephone number company or agency notifies the hospital that services you on the bill. are receiving are no longer covered by terms outlined in your policy, your admissions coordinator will contact you to discuss this matter. Blood Bank • Westwood Extended Care Facility, located at 561 The blood bank supplies blood and blood components University Drive on University’s Evans campus off you might need during your hospital stay, to the extent Belair Road, has 149 nursing home beds and provides available. Blood bank technologists and technicians fol - care for Alzheimer’s patients in a unit specially low the American Association of Blood Banks’ guidelines designed to allow freedom of movement within the and protocol. Your relatives and friends can help maintain confines of a safe environment. the community’s blood supply by donating in your name • Brandon Wilde Pavilion and Colonnade, located at at the Shepeard Community Blood Center. Please call the 4275 Owens Road in Evans, has 65 skilled nursing center at 706/737-4551 for more information. beds and 40 personal care rooms. A specialized Alzheimer/dementia unit for unique needs also is avail - Diabetes Services able. Brandon Wilde does admit from the community If you have diabetes, your physician may refer you to an to these facilities. inpatient diabetes educator. This staff member can pro - vide education and training necessary to better manage your diabetes while in the hospital. University Hospital Palliative Care is patient- and family-centered medical Diabetes Services also offers a comprehensive outpatient care for those living with a chronic and/or life-limiting ill - program, to include individual and group counseling, ness. Palliative care is focused on therapies that support education, meal planning and an insulin pump support the best quality of life. Important goals are the relief of group. The program is staffed by a registered dietitian suffering from pain or other symptoms often associated and nurse educators, who are all certified in diabetes with severe illness. Along with your primary doctor, pal - education. Call 706/868-3241 for more information. liative care provides a team of specially trained staff who can provide physical, emotional and spiritual support dur - Emergency Services ing this time of stress. Any patient with a life-limiting ill - The Emergency Department treats more than 70,000 ness such as heart failure, stroke, chronic lung disease, patients annually. In addition to treatment of cardiovascu - kidney failure, cancer, Alzheimer’s, AIDS or liver disease lar and other acute emergencies, the Emergency may be appropriate. A Palliative Care consultant is avail - Department includes a Pediatric Emergency Department able to assist the patient, family and physician in deter - for children up to age 18 and Minor Treatment, which is mining eligibility, identifying goals and discussing options designed to care for minor emergencies in a special sec - for care. For more information, please ask your physician, tion of the Emergency Department. Registration is com - nurse or case manager for a consultation. pleted at the bedside. Emergency Department co-pays will be collected at the end of the visit. University Hospice offers comfort, compassion and dig - Extended Care Services nity to those with life-limiting illness. Hospice is a phi - University Health Care System, through University losophy of coordinated care for patients and their loved Extended Care, operates three extended care facilities ones that does not seek to lengthen life or hasten in the area: death. Hospice workers provide their patient and family • Kentwood Extended Care Facility, located at 1227 with information and opportunities to participate in the West Wheeler Parkway in Augusta, has 100 beds – 80 decision making process. The focus is always on con - dedicated to skilled nursing care and 20 personal care trolling pain, managing symptoms and providing com - rooms with easy access to a registered nurse should fort, dignity and quality of life. The hospice staff assists the need arise. with all the traditional physical care tasks, such as

‰ ‰ ‰ MEDICAL SERVICES bathing, managing pain medications and arranging ratory is fully accredited and continually strives to meet medical equipment and therapies. Also, the staff and high quality standards. Your testing at University is per - volunteers perform simple tasks including assisting with formed by certified medical technologists and techni - household chores, helping put financial matters in order, cians who strive to give reliable, timely results. talking openly about feelings, arranging transportation University Hospital has the ability to meet your outpa - to doctor appointments and helping family members tient laboratory needs by providing the following loca - cope. If a person has a terminal illness or disease that is tions to serve you: no longer responding to aggressive care, they are eligi - ble for hospice care if two physicians can certify their Main Campus condition and prognosis. One of these may be the hos - Outpatient Center, 706/774-7600, Monday-Friday, 6 a.m.- pice physician. Hospice covers all services, medications 6 p.m. and Saturday, 7 a.m. -1 p.m. and equipment related to illness. For more information on University Hospice, call 706/774-4160 or toll free Evans 1/866/774-4160. Medical Office Building 1, Suite 102, 447 North Belair Road, 706/854-2178, Monday-Thursday, 7:30 a.m.-5 p.m. Home Health and Friday, 8:30 a.m. -12:30 p.m. University Home Health provides highly skilled health care for home-bound patients within 14 counties in South Richmond County Georgia and South Carolina. Skilled nurses, home health 3121 Peach Orchard Road, Suite 105, 706/792-5044, aides, physical therapists, occupational therapists, Monday-Thursday, 8 a.m.-5 p.m. and Friday, 8 a.m. -12:30 p.m. speech therapists and medical social workers are avail - able for home care visits. For more information or to Website have someone come and talk with you, please call the To learn more about these and other services of Home Health Intake Office at 706/774-4160. University Health Care System, please visit our website at www.universityhealth.org . Laboratory The University Hospital Laboratory is a full-service labo - ratory offering extensive testing capabilities. The labo - Infection Prevention patient encounter. This vital piece of the hand hygiene Please help prevent the spread of germs by completing program allows you to be confident that the health care hand hygiene before and after your visit. Hand hygiene provider’s hands are clean and free of germs. Visitors is encouraged, especially if you are assisting with or should sanitize their hands before touching or embrac - learning a patient care procedure or when you come to ing patients. Our staff will be asking that you do your visit directly from work. Hand hygiene can be done by part by using good hygiene and having all family mem - using the waterless alcohol-based hand sanitizer, the bers and visitors practice good hand hygiene as well. preferred method, or by handwashing. A dispenser is mounted on the wall outside and inside the room door. Parking Rub one squirt into your hands for hand hygiene. If you There is no charge for visitor parking in any of the or your children have a cold, the flu, another contagious decks or lots on campus. University is, however, not illness or symptoms, please delay your visit until you responsible for loss from or damage to vehicles. The and your children are well. Please check at the nurses’ visitors’ deck offers convenient access to the main station if any special instructions are on the room door. entrance. Handicapped parking spaces are located in In some cases, it is necessary to expand our routine all campus parking lots. If the patient you are picking protection of visitors and other patients due to certain up is being discharged from the hospital through the types of infection. In these cases, visitors are given spe - main entrance under the covered walkway, please leave cial instructions before entering the room. Staff mem - your car in the visitors’ parking lot until your patient has bers sometimes wear gloves, gowns and safety glasses arrived in the main lobby. You may then drive to the or face masks to help protect both themselves and the main entrance to pick up the patient. If you are a patients they care for from infection. patient or visitor in the Heart & Vascular Institute, please park in the flat lot located off of St. Sebastian Way. Hand Hygiene Our Infection Prevention Program focuses on protecting Staying Overnight with Patients the patient, visitors and the staff. The hand hygiene pro - It is sometimes necessary for someone to stay gram has two parts: hand washing and hand sanitizing. overnight with a patient. Please check with your nurse Hand washing is the single most important factor in to obtain a visitor’s badge. If you are coming in after 9 preventing the spread of germs in the home and in the p.m., you must enter through the main front entrance community! Proper hand washing involves the following and stop at the Information Desk to obtain a visitor’s good technique: badge. Heart & Vascular Institute visitors must obtain a • Wet hands under running water. visitor’s badge from the nurse manager on duty. • Lather them well with soap. Identifying after-hours visitors helps ensure a safe and • Rub hands together to create friction; pay careful secure environment for everyone in the hospital. Should attention to nails and between fingers. you have a concern about the patient’s condition at • Wash hands for a full 15-20 seconds. (sing “Happy anytime while staying with a patient, press the nurse Birthday to you” twice) call button to inform the nurse. • Visitors and the patient should perform this each day while in the hospital. Visitor Smoking Hand sanitizing is the primary means of hand hygiene University Hospital is a smoke-free hospital. Smoking for our staff, since it rapidly provides sanitized and safe outside is discouraged but permitted only in designated hands for patient care. Alcohol-based hand sanitizer is smoking areas. used throughout the hospital and should also be used by visitors. Hand sanitizer dispensers are located in all Visitor Accommodations patient care areas and outside and inside every patient University Hospital has made arrangements with area room. Staff members sanitize their hands between each hotels and motels to offer special discounts to patients

‰ ‰ ‰ FOR YOUR VISITORS and/or their families who need to stay overnight in 9 a.m.-6 p.m. and Saturday, 10 a.m.-2 p.m. The shop may Augusta. A listing of hotel/motel accommodations and be reached at 706/774-2211. rates is available at the Information Desk in the main lobby and on University’s website at www.university - Newborn Photos health.org/patientvisitorinfo. Bella Baby Photography has partnered with University Hospital to bring beautiful newborn photos to the W.G. Sunshine Gift Shop Watson Women’s Center. A professional Bella Baby The Volunteer Board of University Health operates the photographer will stop in to see you the day after your Sunshine Gift Shop for your convenience, offering every - delivery. This is a free service and the easiest and most thing from fresh flowers and plants to cards, balloons, beautiful way to introduce your baby to family and gifts and personal items. Magazines and paperback friends. There is no obligation to buy, so enjoy a little books also are available in the shop, located in the main pampering before you go home. lobby of the hospital. Hours of operation are Monday- Friday, 9 a.m.-6 p.m. and Saturday, 10 a.m.-2 p.m. Remembrance Fund Sunshine Gift Shop items are also available on the University Health Care Foundation provides many opportu - Internet at www.sunshinegiftshop.org and telephone nities to make gifts both large and small, which in turn orders are accepted during hours of operation at make available services that otherwise might not be 706/774-2206. possible. Thoughtful gifts celebrating a birth, commemo - rating a death or simply saying “thank you” to a helpful Celebrations! employee may be made using the envelopes displayed Celebrations!, a gift shop in the W.G. Watson Women’s outside each visitor elevator. For more information on Center, is a Volunteer Board project featuring gifts for other Foundation giving programs, including permanent newborns and their families and supplies and apparel for endowments and special events, please contact the nursing mothers. Hours of operation are Monday-Friday, Foundation at 706/667-0030. ll patients who receive services through University request a copy of the Notice of Privacy Practices when AHospital or its affiliates have inherent legal and you register or by contacting the Privacy Officer at moral rights and responsibilities. These rights include 706/774-8044. The Notice of Privacy Practices also is choice of physicians, choice of treatment, confidentiality, available at www.universityhealth.org . timely information, dignified care and personal safety. Responsibilities include following the rules and regula - Safety tions of the hospital, providing accurate information, You have the right to receive care in a safe setting. You following treatment plans and fulfilling obligations. All will be kept informed of your responsibilities for personal patients are entitled to fair, considerate care and courtesy safety and maintenance of a safe environment for your that recognizes and respects the individual. Likewise all care. You have the right to be informed of the rules and staff members are entitled to courtesy from patients. regulations of the facility and to be informed of the responsibilities of patients. Patient Rights Participation Freedom You have the right to participate in the development and You have the right to be free from restrictions on your implementation of your plan of care. You have the right liberty and freedom of movement consistent with your to be informed of the consequences of modifying or not own well-being and medical treatment needs. complying with the agreed-upon plan of care. Beliefs Consent and Refusal You have the right to have your religious, spiritual and You have the right to make informed decisions regarding cultural beliefs respected and to have honored the out - your care. Inherent in this right is the right to consent to ward expressions of those beliefs and values to the treatment, the right to refuse treatment and the right to be extent such expressions are consistent with all patient informed about what will be occurring during the hospital - safety, comfort and law. You have the right to be free ization. You have the right to formulate advance directives. from all forms of abuse or harassment.

Communication Research You have the right to know the identity of your attending You have the right to participate in research/educational physician and other members of the health care team projects affecting your care and treatment. The decision rendering your personal care. You have the right to com - is voluntary and is made after being fully informed of the municate with all persons rendering care. This right nature of the research/educational project. includes the right to meaningful and understandable communication for patients who are sensorially deprived Charges or have low English proficiency. You have the right to You have the right to obtain full access to your hospital identify the person of your choice whom you wish to bill, to receive an explanation of charges upon request, have notified of your admission to the hospital. and to be informed of probable charges to the extent such may be projected. Privacy You have the right to personal privacy. Inherent in this Satisfaction right is the right to respect, dignity and comfort. Privacy You have the right to present concerns and grievances; to extends to privacy from view, privacy of communication be informed of the procedures relating to resolution of and privacy in treatment consistent with the capabilities, such concerns and grievances; and to be assured that resources and nature of treatment, as well as the location your access to care and treatment will not be compro - of treatment as recognized as reasonable in the guide - mised solely for exercising this right. Should you have lines published by the Office of Civil Rights, July 6, 2001. concerns regarding your care please bring those con - You have the right to confidentiality of your medical cerns to the attention of the unit staff or Care Line at information and medical record. You have the right to extension 4-2273 (706/774-2273). We are more than access the information contained in your clinical records willing to try to resolve your concerns. However you may within a reasonable time of your request. You may also contact the Georgia Department of Community

‰ ‰ ‰ KNOW YOUR PATIENT RIGHTS AND RESPONSIBILITIES Health at 404/656-4507, or by mail at 2 Peachtree St. staff informed of changes in condition, changes in pain NW, Atlanta, GA 30303 or the Joint Commission (TJC) at and changes in decisions with regard to care and the 630/792-5800 or by mail at One Renaissance Blvd., treatment plan. Oakbrook Terrace, IL 60181. Behavior Pain Each patient is responsible for behaving in a manner that You have the right to have pain managed to the extent respects the rights of staff and of other patients. Each medically possible, to be informed about pain and pain patient is responsible for following the rules and regula - relief measures, and to receive a quick response to tions of the hospital, as are all hospital visitors. reports of pain. Safety Additional Patient Rights Patients are responsible for reporting any circumstances Patients participating in various state and federal pro - that they believe create an unsafe environment or that grams are afforded additional rights that are posted by are perceived to compromise their personal care. “Notice” throughout the hospital and identified in the Hospital Guest Guide. Stewardship Patients are responsible for fulfilling financial obligations Patient Responsibilities for care. Each patient seeking services has responsibilities to the hospital and staff in recognition of and compliance with Participation policies and procedures that will protect other patients Patients are responsible for assuring their own under - and hospital resources. standing of their treatment plan and should ask questions to ensure understanding. Patients are responsible for fol - Information lowing the care, service or treatment plan developed. Patients have the responsibility to provide accurate and The consequences of not following such plan(s) are the complete information relating to their health and are patient’s responsibility. Participate in your care by having responsible for following the treatment plan recom - an updated and complete list of all medications you take. mended by the practitioners responsible for their care. The list should include the names, dose, frequency and Patients are responsible for accepting the conse - reason for each medication. Please give this list to your quences of failing to follow the instructions for the plan. nurse upon admission and ask that you be given a Each patient is responsible for keeping his or her care revised list upon discharge Advance Directives Contact Information It is the policy of University Hospital to honor, in accor - It is the intent and desire of University Health Care dance with law, each adult patient’s right to make deci - System to resolve concerns and complaints utilizing the sions regarding treatment, including the right to con - mechanisms of the Care Line and complaint processing sent to, refuse or alter treatment plans and the right to procedure described in “Your Satisfaction/Compliments/ formulate advance directives that will be honored if the Concerns.” Other avenues for registering concerns or patient becomes unable to make decisions. In compli - for raising concerns that do not involve the hospital ance with state and federal laws, hospitals are required directly include the following: to provide this information to every patient who is • Private insurance payment and hospital charge admitted to the hospital. issues: Consumer Services Division, Office of the Insurance and Safety Fire Commissioner, 7th Floor, Questions about medical care at the end of life are very West Tower, Floyd Building, 2 Martin Luther King Jr. important today because of the ability of medical tech - Drive, Atlanta, GA 30334. nology to prolong life. The best way for you to be in • Concerns addressed to Medicare should be handled control of your medical treatment in such a situation is as described in “An Important Message from to record your preferences in advance. Medicare” or by calling the Georgia Medical Care Foundation at 800/979-7217. If you have an advance directive such as a living will and durable power of attorney for health care, a copy • The Joint Commission (TJC) may be contacted at will be made and placed on your medical record. You 630/792-5800, or by mail at One Renaissance Blvd., do not need an advance directive to receive medical Oakbrook Terrace, IL 60181. care; however, if you wish to obtain a form while you • Issues involving nursing homes and residents or their are hospitalized, please ask your nurse. Should you families may be addressed to the Georgia Division of decide to sign the documents while hospitalized, you or Aging Ombudsman at 888/454-5826. your family is responsible for obtaining witnesses other than hospital employees to be present when you sign In many instances, involving the patient’s physician or the forms. the supervising hospital personnel will result in the quickest resolution of complaints or concerns. Or, you may call the Care Line at 706/774-2273 or hospital extension 4-2273.

ADVANCE DIRECTIVES v CONTACT INFORMATION