PATIENT GUIDE FALL 2019 WELCOME TO CHRISTUS ST. VINCENT 2 ABOUT US 21 BEFORE YOU LEAVE 3 GIVING BACK 23 AFTER YOU LEAVE 4 YOUR CARE TEAM Case Management Role Home Medical Equipment 6 DURING YOUR STAY Independent Living Visiting Hours Assisted Living Shuttle Service/Parking Long-term Care Facilities Calling Your Nurse Hospice Electrical Appliances Your Hospital Bill Fire Safety Patient Finance Options Smoking Billing for Hospital Services Securing Personal Valuables Billing for Physician Services T V/Wi - Fi Payment By Your Insurance Company Mail, Gift and Flower Deliveries Continuing Care Meditation and Quiet Space Hourly Rounding 28 CROSSWORDS Cafeteria 32 NOTES Mayo Clinic Care Network Member Gift Shop 34 EMERGENCY EVACUATION Four-Star Quality Rating Centers for Medicare & Medicaid Services 10 PARTICIPATE IN YOUR CARE ROUTES AND FLOOR MAPS Stay Safe One of New Mexico’s ‘Best Places to Work’ 40 OUTPATIENT CARE DIRECTORY Albuquerque Business First Your Rights and Responsibilities 42 TELEPHONE DIRECTORY Your Privacy and Health Information A New Mexico ‘Family Friendly Business’ Family Friendly New Mexico What Are Your Advance Directives? What Are Advance Directives? Nondiscrimination Notice Translation Services WELCOME TO CHRISTUS ST. VINCENT REGIONAL MEDICAL CENTER

For more than 154 years, CHRISTUS St. Vincent has provided healthcare services to our neighbors, friends and family members in Santa Fe and throughout Northern New Mexico. On behalf of our providers, nurses and staff, I extend you a very warm welcome. I hope your stay with us is one that is comfortable and compassionate and meets your every need. We understand that all patients have options, and we know that caring for you and your family is a great President and CEO responsibility. We are honored that you have selected CHRISTUS St. Lillian Montoya Vincent to fill this important role. Being a hospital patient can be a stressful time for you and your family. Mission • Our healing To help ease this stress, we provide this Patient Guide to inform you ministry is to improve the about what you can expect during your stay. health and well-being of Throughout your stay, our goal is to provide a healthy and comfortable the communities we serve healing environment for you, your family and our community. We strive to continuously improve the services we provide—and, to accomplish that, we need your input. Should you find our services anything Vision • Exceptional less than excellent, or if you have any questions about the care you Medicine, Extraordinary receive, let us know. Please feel free to ask for the Nurse Manager Care, Every Person, or Clinical Supervisor. Every Day

CORE VALUES

INTEGRITY STEWARDSHIP Our work together connects us and we inspire Wise and just use of talents and resources in each other to provide great care. order to serve and support the community.

EXCELLENCE DIGNITY Our patients come first in everything we do Respect for the worth of every person, through the highest standards of service and recognition and commitment to the value performance. of diverse individuals and perspectives, and special concern for the poor COMPASSION and underserved. Service in a spirit of empathy, love and kindness. We listen and give our patients voice. 2 | PATIENT GUIDE www.stvin.org 505.913.3361 | 3

4 5 5 S t . M i c h a e l ’ s D r i v e S a n t a F e , N M 8 7 5 0 5

ABOUT US

As Northern New Mexico’s only full-service health of- the-art surgical, diagnostic and rehabilitative GIVING BACK care system, CHRISTUS St. Vincent is dedicated technology. As an early adopter of advanced to providing the region’s 300,000 residents with technologies and procedures, CHRISTUS St. Vincent SUPPORTING HEALTH FOR YOUR A representative of the Foundation would be happy access to a comprehensive range of quality health continues to make it possible for local residents NEIGHBORS, FRIENDS AND to explain the many ways that you can give and care services. More than 500 local providers to receive sophisticated care and cutting-edge FAMILY MEMBERS areas within the hospital that need your support. work through CHRISTUS St. Vincent hospital and therapies close to home. St. Vincent Hospital Foundation was founded in Simply call 505.913.5209 or make your gift through outpatient clinics to offer 39 major medical services 1980 by people in the Santa Fe community who our website: www.stvinfoundation.org. From developing new protocols for fighting infection and lines of specialty care. wanted to ensure high quality healthcare would to helping newborn babies recover from neonatal always be available for their family, friends Every year, CHRISTUS St. Vincent touches the lives abstinence syndrome, CHRISTUS St. Vincent’s and neighbors. of many local families. As North Central New Clinician Directed Performance Improvement Mexico’s only level III trauma center, CHRISTUS St. program (CDPI) continues to be a driver of progress The founding members and our current Board Vincent’s emergency department averages nearly and innovation throughout the hospital. Allocating of Directors recognize how critical it is to have a 50,000 visits per year. More than 11,000 patients paid time for physicians and nurses to initiate and vital, growing and improving healthcare facility are admitted to the hospital each year, and nearly direct high-impact quality improvement projects, the as part of the infrastructure of this community. 350,000 annual outpatient visits are made to unique program has helped CHRISTUS St. Vincent to St. Vincent Hospital Foundation exists to ensure CHRISTUS St. Vincent hospital and regional clinics. become what it is today – a leader in patient safety the continued viability of CHRISTUS St. Vincent and its ability to incorporate the most recent CHRISTUS St. Vincent’s commitment to exceptional and a model for quality improvement. trends in medical treatments for everyone— care for the region includes ensuring access to state regardless of their ability to pay. You can help St. Vincent Hospital Foundation ABOUT CHRISTUS ST. VINCENT make sure that CHRISTUS St. Vincent continues to • A private, not-for-profit health system • Four-Star Quality Rating, Centers for improve and grow by making a donation today. serving more than 300,000 people in Medicare and Medicaid services 19,000 square miles and seven counties in • A Designated “Sole Community Provider” by the Northern New Mexico Centers for Medicare and Medicaid Services in • Founded in 1865 by the Sisters of Charity recognition of our continued practice of caring If you would like to give to CHRISTUS St. Vincent, please call theFoundation office at 505.913.5209. as New Mexico’s first hospital for all patients, regardless of ability to pay It is hospital policy that employees may not accept gifts from patients. If you would like to show your appreciation for a staff member, please consider making a contribution to the St. Vincent • Mayo Clinic Care Network member Hospital Foundation. 4 | PATIENT GUIDE www.stvin.org 505.913.3361 | 5

YOUR CARE TEAM SPIRITUAL CARE SERVICES Call for a chaplain at any time by CHRISTUS St. Vincent Spiritual Care Services: dialing 5240 from any hospital phone. HOSPITALIST TECHNICIANS • Respects and honors all spiritual beliefs: A hospitalist is a doctor who only cares for patients At CHRISTUS St. Vincent, skilled health professionals Spiritual care is an important part of our healing Catholic, Jewish, Episcopal, Christian, Baptist, in the hospital. Hospitalists have tremendous perform and assist with laboratory and other ministry. Our team is available to support patients Muslim, Sikh, etc. and families 24 hours a day, seven days a week, 365 experience in treating complex medical problems. procedures to help diagnose and treat your illness • We are concerned for the “whole” person in the days a year. Their special training helps them diagnose unusual or injury. These procedures may include x-rays, services we offer. illnesses, anticipate problems and respond quickly mammograms, ultrasounds, CT scans, MRIs, cardiac Our basic services include: to emergencies or changes in a patient’s medical catheterization, radiation therapy and others. • We believe a person’s faith is an important • Prayer, liturgy condition. They regularly communicate with your resource in times of illness or difficulty. primary care doctor so that he or she is fully aware DIETITIANS • End-of-life care and bereavement ministry PHARMACISTS of your care while hospitalized. Please make sure Our staff of registered dietitians can help you • Spiritual guidance, support and referrals While you are in the hospital, all of your medications your hospitalist is notified of the name of your understand your diet and nutritional health. They • Sacramental needs are dispensed and verified or reviewed by our hos- primary care provider. also may work with you on changes you may need – Mass Tuesday-Friday pital pharmacists. If you have questions about your to make in your diet after you leave the hospital. If medication, please contact your nurse. NURSES you have any questions about your diet, you may – Anointing and Blessings Registered nurses are responsible for delivering contact one of our registered dietitians through – Communion patient care and directing the nursing and support your nurse. VOLUNTEERS We encourage you to call for a chaplain during staff of each nursing unit. Registered nurses are Volunteers give thousands of hours each year to difficult times, such as: aided by nursing assistants and are available around RESPIRATORY THERAPISTS our hospital to enhance the care of our patients • The loss, or anticipated loss, of a loved one. and their families. They provide support throughout the clock. Ask to speak to the Nurse Manager for These care practitioners evaluate, provide the hospital, including staffing the information your unit for help with any questions or concerns treatments and care for patients with breathing or • A traumatic event or experience desk, delivering mail and flowers, operating the you may have about your care. You can also ask to other cardiopulmonary disorders. Practicing under • Spiritual need or crisis gift shop and escorting patients. You can identify speak to the Administrative Supervisor after hours the direction of a physician, respiratory therapists • Difficult decisions or circumstances our volunteers by the pink jackets or maroon vests and on weekends. assume primary responsibility for all respiratory they wear. care therapeutic treatments and diagnostic We are also happy to celebrate with you! PATIENT ADVOCATE procedures, including the supervision of respiratory • Births Our Patient Advocates are also available to help therapy technicians. • Recoveries/Milestones with your questions or concerns. To speak to a

Patient Advocate, call 505.913.4817 from any CASE MANAGEMENT • Discharges hospital phone, or dial 0 for assistance from a Case managers are registered nurses and social • Anniversaries/Birthdays hospital operator. You can also ask to speak to the workers who specialize in assisting patients Administrative Supervisor after hours and and their families during the transition from the on weekends. hospital. They offer emotional support, counseling and guidance. Your case manager will review WHO IS YOUR HEALTHCARE TEAM? REHABILITATION THERAPISTS your medical record and discuss your discharge Note the whiteboard in your hospital room. It Physical therapists, occupational therapists and planning. He or she may also assist you with names your nurse, nurse manager and nursing speech language pathologists may work with you, arrangements for home care, rehabilitation care assistant, as well as your attending physician or your family and your medical team to help meet or admission to a long-term care facility. hospitalist. Other members of your healthcare your needs and goals for recovery. team, such as a rehabilitation therapist, may also be listed. 6 | PATIENT GUIDE www.stvin.org 505.913.3361 | 7

SHUTTLE SERVICE/VALET/ FIRE SAFETY SECURITY ESCORTS We periodically conduct fire drills. If you hear an Free shuttle service is available throughout alarm, please stay where you are. Hospital staff will the CHRISTUS St. Vincent campus, including notify you in the event of an actual emergency. Physician’s Plaza, the Medical Professional Building and the hospital entrances. SMOKING Monday through Friday from 8:00 a.m. For your safety and that of other patients, staff to 8:00 p.m., Saturday and Sunday from members and visitors, smoking is not permitted 9:00 a.m. to 6:00 p.m. anywhere in the hospital or on hospital grounds. For pickup, call 505.913.5555. The use of e-cigarettes also is not permitted. Free valet service is available at hospital’s upper and lower entrances. SECURING PERSONAL VALUABLES Monday through Friday from 8:00 a.m. We recommend that patients send all valuables to 8:00 p.m. No valet service on weekends. home with your family. You can also ask your Security escorts are available 24/7. To nurse to give them to Security for inventory and arrange an escort to or from your vehicle, storage. Be advised that CHRISTUS St. Vincent is not call 505.913.5555. responsible for any lost or stolen items.

CALLING YOUR NURSE T V/ W I - F I The nurse call system in each patient room gives Each patient room has a TV. We ask that you be you direct voice contact with the nursing station. considerate of others and keep the volume of your This device should be within the patient’s reach at TV down. All TVs have closed captioning for the all times. hearing impaired. To call your nurse or nursing assistant, press Free Wi-Fi is available throughout the hospital. the top bar marked NURSE and a staff member will respond. DURING YOUR STAY VISITING HOURS Help is available if you have special communication Regular visiting hours are from needs due to deafness, blindness and/or limited We have policies and procedures in place to 8:00 a.m. to 8:00 p.m. English proficiency. Ask your nurse for an interpreter, help you and your family work with our doctors, or dial 0 on any hospital phone. nurses and staff to get the most from your After regular visiting hours, visitors must check in with Security in the hospital stay. Ask your nurse or doctor for ELECTRICAL APPLIANCES – IN ORDER Emergency Department lobby more information. TO FOLLOW BEST ELECTRICAL SAFETY BE ADVISED THAT FLU VISITATION POLICY PRACTICES MAY BE IN EFFECT Plug-in electrical appliances such as hair dryers, curling irons, razors, radios, heating pads, portable MATERNITY VISITATION heaters and other devices are not permitted in 24 hours/seven days a week patient rooms. You may use battery-operated No children under 12 permitted except devices only. siblings of newborns 8 | PATIENT GUIDE www.stvin.org 505.913.3361 | 9

DURING YOUR STAY (CONT’D) NOTES CAFETERIA MAIL, GIFT AND FLOWER HOURLY SAFETY CHECKS Location: First floor DELIVERIES Our goal is to always keep you safe and comfortable. We actively Visitors are welcome to Mail and packages will be monitor your safety and well-being and strive to anticipate your needs dine in the cafeteria delivered to you by a hospital so that you, your family and visitors can focus on your recovery. Hours: volunteer. Individual florists You will be visited: deliver flowers to patient rooms. 6:30 a.m. to 7:00 p.m. For your safety, note that flowers • Every hour from 6:00 a.m. to 10:00 p.m. 11:00 p.m. to 1:30 a.m. are prohibited in critical care • Every two hours from 10:00 p.m. to 6:00 a.m. units. Patient mail received after COFFEE CART During rounding we will: discharge will be forwarded to Location: First floor • Address your pain the patient’s home. Hours: Outgoing mail may be taken to • Turn you every two hours to prevent skin breakdown Monday through Friday the nursing station or given to • Help you to the bathroom 6:30 a.m. to 1:30 p.m. your attending nurse. Postage • Make sure you have everything you need within reach Saturday and Sunday stamps are available in the 6:30 a.m. to 10:30 a.m. gift shop. • Check the floor to remove anything that could cause you to fall You may receive a patient survey after discharge. We hope that GIFT SHOP 505.913.5710 MEDITATION AND you’ll take the time to complete this survey. Your feedback helps us Location: First floor QUIET SPACE recognize outstanding staff members and learn how we can improve Hours: Lounges are available on all the care we give our patients. three floors for family and Daily 9:00 a.m. to 8:00 p.m. If you have any questions or concerns at any time during your friends who need space to stay, ask to speak to the Nurse Manager or Clinical Supervisor rest or talk. For prayer and for your unit. meditation, a chapel is located on the second floor of the Frost Pavilion. Our Healing Garden is just outside the lower level.

Your Nurse

Nurse Manager 10 | PATIENT GUIDE www.stvin.org 505.913.3361 | 11

STAY SAFE Wearing compression boots or stockings and 1 Don’t Be Afraid to Ask taking blood thinners can help prevent DVT in A number of people may enter your room during addition to walking. Ask your physician or nurse your stay—from providers and nurses to aides and about these and other ways to lower your risk. support staff. Be sure to: Tell your doctor or nurse if you have any of the following warning signs: • Ask for the ID of everyone who comes into your room • A leg cramp or charley horse that gets worse • Ask if the person has washed his or her hands • Swelling and discoloration in your leg, upper arm before he or she touches you or neck • If you are told you need certain tests or procedures, • Unexplained shortness of breath ask why you need them, when they will happen • Chest discomfort that gets worse when you and how long it will be before you get the results breathe deeply or cough • Light-headedness or blacking out 2 You’re In Charge Errors can occur during your hospital stay. They can 4 Know Your Medications involve medications, procedures or paperwork— While you are hospitalized, your doctor may for example, being given salt with a meal when prescribe medications for you. Be sure that you you’re on a salt-free diet, or receiving someone understand exactly what they are and why they else’s medical forms. You can help prevent errors are being prescribed. Use this checklist to help by taking charge of your care. Be sure to: you get the information you need from your • Stay informed about your medical condition doctor or nurse: • Know the details of your treatment plan • What is the name of the medicine? What is its • Understand the tests and procedures you generic name? will undergo • Why am I taking this medicine? What dose will I PARTICIPATE IN YOUR CARE NOTE Take notes when you talk to your physician, or have be taking? How often, and for how long? • Write down any questions a trusted friend or family member take notes for you • What are the possible side effects? During your stay at CHRISTUS St. Vincent, our physicians, nurses you have so you can refer to them later. and staff will treat you and your family as partners in your care • Can I take this medicine while taking my other and treatment. We urge you to ask questions and voice your • Choose a support person Also ask for any written information your physician medications or dietary supplements? Are there concerns. Don’t be afraid to raise any issues relating not only to communicate with your may be able to provide about your condition and/ any foods, drinks or activities that I should avoid to your care, but also to overall hospital services. physicians and nurses on your or treatment. while taking this medicine? and your family’s behalf In the pages that follow, you’ll find a step-by-step guide to Preventing Medication Errors • You play an 3 Lower Your Risk of DVT making the most of your hospital stay—how to stay safe, get • Keep a list of doctors you important role in helping your healthcare team Hospitalized patients who don’t get enough the information you need and interact effectively with our see and the medications reduce medication errors. Here’s how: physical activity may be at risk for deep-vein physicians, nurses and staff. they prescribe thrombosis (DVT), a condition in which blood clots • Inform all your providers about the medications form and block circulation. These clots can lodge you’ve been taking, including prescription in the brain, heart, legs, arms and lungs, causing and over-the-counter drugs, herbal and damage or even death. vitamin supplements, natural remedies and recreational drugs 12 | PATIENT GUIDE www.stvin.org 505.913.3361 | 13

PARTICIPATE IN YOUR CARE (CONT’D) Respect, Compassion and Dignity • You have Advance Directives • You have the right to create the right to considerate, compassionate and or present Advance Directives (such as a Directive • Be sure that all your providers know if you’re YOUR RIGHTS AND RESPONSIBILITIES respectful care at all times in an environment that to Physicians and Family or Surrogates, a Medical allergic to any medications, anesthesia, foods, 1 Patient Rights promotes a positive self-image. Power of Attorney or a Living Will) and to know latex products, etc. that the terms of your directives will be followed in Privacy, Security and Confidentiality • Under Access to Care • You have the right, within the • When you’re brought medications or IV fluids, ask state and Federal laws and hospital operating poli- hospital’s capacity, policies, mission statement accordance with the law and the Ethical and Religious the nurse or staff member to make sure you are cies, you have the right to personal privacy, security and applicable law, to a reasonable and impartial Directives for Catholic Health Care Services. Your the correct patient. Show them your ID bracelet and confidentiality of your medical information. response to your request for treatment or services Advance Directives shall be placed in your medical to double-check and tell them your name and You will receive a Notice of Privacy Practices that that are available or medically indicated. record and may be reviewed periodically by you or date of birth details how the hospital safeguards this information your designated decision maker. You are not required Communication • You have the right to effective and may legally use or disclose this information as to have an Advance Directive in order to receive care. 5 Preventing Falls communication and the right to unrestricted access necessary. This notice also explains how you may Informed Consent • You have the right to Patients are at risk for falls because they may be to communication within the capacity of the hospital obtain a copy of your medical information from our reasonable, informed participation in decisions on medications that make them dizzy, they may be unless restrictions are necessary for your care. Such Department of Medical Records. involving your healthcare. You have the right to give weak and unsteady due to illness or medical proce- restrictions, if necessary, will be fully explained to Research and Clinical Trials • You have the informed consent prior to the start of any procedure dures, or they’ve been sitting or lying down for an you and your family with your participation. right to be informed if your physician proposes or treatment. extended period of time. For your safety, be sure to Identity • You have the right to know the identity to engage in or perform research, investigational do the following: and professional status of the person(s) responsible Filming and Recording • You have the right to studies or clinical trials affecting your care or for the delivery of your care, treatment and services. give or to refuse authorization prior to filming • Always call for assistance before getting out of bed treatment. You have the right to refuse to participate You also have the right to know the relationship or recording of your care for uses other than in such research projects and refusal will not affect • Wear your hospital-issued, nonskid socks between the hospital and other healthcare providers treatment, payment or healthcare operations. your access to care or treatment. • Hold rails when using the toilet or shower. Move involved in your care. Ethical Issues • Patients sometimes have physical, slowly and deliberately. Put your pride aside– Pain Management • You have the right to manage- mental, spiritual, social or cultural concerns that Information • You and, when appropriate, your ment of your pain with assessment and treatment. there is no shame in asking for help. Understand family have the right to be involved in decisions about affect the care they receive. You have the right that a staff member may stay in the bathroom your treatment and care and to be informed about to participate in all decisions regarding such issues. with you for your safety. We are here for you. Counselors, chaplains and others are available HAPPY BIRTHDAY TO YOU! outcomes of care, including unanticipated outcomes. to help you and your family resolve difficult Wash your hands with soap and warm 6 Fighting Infections Notification of Family and Physician • You have ethical problems. The most important thing you can do to help prevent water for 15 to 20 seconds. That’s about the right to have a family member or representative infections is to wash your hands with soap and the same amount of time that it takes to of your own choice and your own physician notified Transfer and Continuity of Care • You have warm water or disinfect them with an alcohol-based sing the “Happy Birthday” song. promptly of your admission to the hospital. the right not to be transferred to another facility or organization until you have received a complete cleaner—and to make sure that everyone You have the right to be informed of continuing who enters your room does the same, NO SOAP? NO PROBLEM explanation of the need for the transfer and of healthcare requirements that your physician feels the alternatives to such a transfer. Any transfer of before and after they touch you. You, your In most cases, alcohol-based hand you may need after you leave the hospital. patients must be acceptable to the other facility or family and friends should also wash hands: cleaners are as effective as soap Refusal of Treatment • You have the right organization. and water in killing germs. To • Before entering a hospital room to refuse treatments, including life-sustaining use, apply the cleaner to the Restraints and Seclusion • You have the right • Before eating procedures, to the extent permitted by law and the palm of your hand and rub to be free from restraints or confinement of any Ethical and Religious Directives for Catholic Health • After using the restroom your hands together. Keep form that is not medically necessary. Staff cannot Care Services. You also have the right to be informed use restraints as a means of coercion, discipline, Your healthcare team members know to rubbing over all the surfaces of the medical consequences of this decision. convenience or retaliation. practice hand hygiene, but sometimes of your fingers and hands they forget. Don’t be afraid or embarrassed until they are dry. to speak up and ask them to wash their hands. 14 | PATIENT GUIDE www.stvin.org 505.913.3361 | 15 falls-flyer.qxp_Layout 1 2/28/18 9:13 AM Page 1

PARTICIPATE IN YOUR CARE (CONT’D)

Privacy, Security, and Confidentiality • You • Receive a response from our patient care WE NEED TO TALK ABOUT have the right to personal privacy, security and representative confidentiality of information. State and federal • Receive necessary hospital care, now or in the laws and hospital operating policies protect the future, without regard to any complaint FALLS IN THE HOSPITAL. privacy of your medical information. You will To learn more about your rights, or for information Usually you feel like But everything changes when receive a Notice of Privacy Practices that describes the way that the hospital safeguards and may use about an unresolved complaint, call our Patient you’re on solid footing... you’re in the hospital. or disclose your information. The Notice of Privacy Relations at 505.913.5327. Practices also explains how you may obtain a copy New Mexico Department of Health, Division of your healthcare information from the Department of Health Improvement, Health Licensing and of Medical Records here at CHRISTUS St. Vincent Certification Bureau Regional Medical Center. 2040 South Pacheco St., Santa Fe, NM 87505 Personal Safety • You have the right to receive p. 800. 752.8649 care in a safe setting and to be free from all forms f. 800.584.6057 of abuse or harassment. CSV(SP) Patient Relations Number 505.913.5327 You may be surprised how easy it is to fall. Protective Services • You have the right Joint Commission Office of Quality Monitoring • You may be WEAKER than you think from your illness to engage individuals or agencies who are One Renaissance Boulevard, Oakbrook, IL 60181 • You may be on MEDICATIONS that affect your balance authorized to provide protective services. To learn 800.994.6610 [email protected] • You are in a strange place with new OBSTACLES more, call Case Management at 505.913.8898. 2 Patient Responsibilities Hospital Charges • Regardless of the source of You are re­sponsible for following hospital rules and Together, we need to make sure you don’t fall. payment for your care, you have the right to request regulations affecting patient care and comfort and and receive an itemized and detailed explanation of for being considerate of the rights of others while your total hospital bill for services rendered. AS YOUR NURSE, I PROMISE WE WILL: AS YOUR PATIENT, I PROMISE I WILL: in the hospital. Please help us by con­trolling noise, • Always come to your room promptly • Use my call light if I need to get out of bed for Interpretive Services • You have the right to observing our no-smoking policy and limiting the • Always help you get to your bathroom or any reason, even if it seems silly qualified interpretation services free of charge if you number of your visitors. chair • If I’m a man, I’ll use the urinal if I have an have special communication needs due to deafness, • Always keep you safe while you use the urgent need Giving Information • You are responsible for pro- blindness and/or limited English proficiency. bathroom • Wear the hospital grippy socks when getting viding accurate and complete information about your out of bed • Always keep your urinal and belongings Organ or Tissue Donation • You have the right health and for reporting changes in your condition. close to your bed so you don’t have to lean • Let my nurse know if there is equipment or to accept or decline the opportunity to become an and reach furniture in my way Pain Management • You are responsible for organ or tissue donor. You may make your wishes • Always keep your bed in a low position • Hold rails when using the toilet or shower help­ing your healthcare team understand the known to a hospital representative. • Always keep clutter out of your path • Move slowly and deliberately amount of pain you experience and for following • Put my pride aside... There is no shame in Complaint Resolution • You have the right to: the prescribed, agreed-upon pain management asking for help! • Have policies and procedures regarding any plan. Let your physician or nurse know if your pain • Understand that a staff member may stay with hospital services, including your rights and is not relieved by medication, or if you have any me in the bathroom for my safety responsibilities as a patient, explained to you concerns about taking such medication. • Submit a complaint concerning any aspect of Nurse: ______Patient: ______your stay or care 16 | PATIENT GUIDE www.stvin.org 505.913.3361 | 17

Following Instructions • You are responsible 2 What information is protected? PARTICIPATE IN YOUR CARE (CONT’D) for following the treatment plan recommended by • Information your doctors, nurses and other your doctors, nurses and other caregivers and for healthcare providers put in your medical records Without your written permission, your 1 Healthcare Instructions/Living Will reporting to your doctor the side effects of any provider cannot: A set of instructions documenting your wishes • Conversations your doctor has with nurses treatments. You should also make it known if you do about life-sustaining medical care. It is used if you and others regarding your care or treatment • Give your health information to your employer not clearly understand a course of action in your become terminally ill, incapacitated or unable • Use or share your health information for treatment. If you refuse treatment or fail to follow the • Information about you in your health insurer’s to communicate or make decisions. Healthcare marketing or advertising purposes directions of your physicians and other healthcare computer system Instructions protect your rights to accept or refuse providers, please understand that you assume full • Most other health information about you held • Share private notes about your mental health medical care and removes the burden for making responsibility for the consequences of your decision. by those who must follow this law counseling sessions decisions from your family, friends and medical professionals. Financial Responsibility • You are responsible You have rights over your health information. Adapted from U.S. Department of Health and for ensuring that the financial obligations of your Providers and health insurers who are required Human Services Office for Civil Rights 2 Medical Decision Maker healthcare are fulfilled at time of service. to follow this law must comply with your right to: 3 How do I get copies of my medical records? A person (agent) you appoint to make your • Ask to see and get a copy of your health records Visit the Medical Records Department located on medical decisions if you are unable to do so. YOUR PRIVACY AND HEALTH • Have corrections added to your health the first level. Fill out an authorization form and Choose someone you know well and trust to INFORMATION information show identification in the form of a driver’s license represent your preferences. Be sure to discuss If you believe your health information was this with the person before naming him or her as • Receive a notice that tells you how your health or passport. used or shared in a way that is not allowed your agent. Remember that an agent may have to information may be used and shared under the privacy law, or if you weren’t able to use his or her judgment in the event of a medical WHAT ARE YOUR ADVANCE DIRECTIVES? exercise your rights, you can file a complaint • Decide if you want to give your permission before decision for which your wishes aren’t known. You have the right to make decisions about with your provider or health insurer. You can your health information can be used or shared for your own medical treatment. But these decisions also file a complaint with the U.S. government. certain purposes, such as for marketing 3 Durable Power of Attorney become more difficult when illness or a change Go online to www.hhs.gov/ocr/hipaa/ for There are two types: healthcare and financial. The • Get a report on when and why your health in your mental condition leave you unable to tell more information. first names your medical decision maker, and the information was shared for certain purposes your physician and family what kind of care you second names an agent to manage your financial • File a complaint to make sure that your health want. An advance directive is a legal document affairs when you cannot. You can choose the same You have privacy rights under a federal law that information is protected in a way that doesn’t that allows you to direct your care when you can’t person for both, or different people for each. Once protects your health information. These rights are interfere with your healthcare speak for yourself. A living will, medical decision written, the financial power of attorney needs to important for you to know. Federal law sets rules maker or durable power of attorney are three • To pay doctors and hospitals for your healthcare be signed, dated, witnessed, notarized, copied and and limits on who can look at and receive your kinds of directives. and help run their businesses entered into your medical record. health information. • With your family, relatives, friends or others you The medical power of attorney does not require 1 Who must follow this law? identify who are involved with your healthcare or notarization and witnesses are optional. • Most doctors, nurses, pharmacies, hospitals, your healthcare bills, unless you object If you have an Advanced Directive, please clinics, nursing homes and many other • To make sure doctors give good care and nursing provide it to your nurse so that we can enter healthcare providers homes are clean and safe it into your medical record. • Health insurance companies, HMOs and most • To protect the public’s health, such as by reporting If you do not have an advanced directive and employer group health plans when the flu is in your area would like information or help in completing your • Certain government programs that pay for • To make required reports to the police directives, you can request assistance from our healthcare, such as Medicare and Medicaid Palliative Care Department at 505.913.5625. 18 | PATIENT GUIDE www.stvin.org 505.913.3361 | 19

WHAT ARE ADVANCE DIRECTIVES? an advance directive. In such cases, our Ethics COMPLIANCE WITH AFFORDABLE CARE If you need these services, contact the Interpreter A living will, medical decision maker and durable Consult Team is available to help resolve disputes. ACT NONDISCRIMINATION NOTICE Program Coordinator at 505.913.3992 power of attorney—are the legal documents that Contact the on-call Ethics Consult Team Member CHRISTUS St. Vincent complies with applicable If you believe that CHRISTUS St. Vincent has failed allow you to give direction to medical personnel, at 505.913.3361. Federal civil rights laws and does not discriminate to provide these services or discriminated in another family and friends concerning your future care when on the basis of race, color, national origin, way on the basis of race, color, national origin, age, A separate law provides additional privacy you cannot speak for yourself. You do not need a age, disability, or sex. CHRISTUS Health does disability or sex, you can file a grievance with: protections to behavioral health patients, lawyer in order to complete advance directives. not exclude people or treat them differently and to patients in alcohol and drug treatment Civil Rights Coordination because of race, color, national origin, age, Sometimes family members or other caregivers programs. For more information, go online to 919 Hidden Ridge, Irving, TX 75038 disability or sex. disagree about a patient’s wishes regarding life- www.samhsa.gov. p. 469.2 82.1298 sustaining treatment or other issues connected to For people with communication needs, CHRISTUS f. 210.766.9468 St. Vincent provides, free of charge, services [email protected] NOTES such as: You can file a grievance in person or by mail, • Qualified sign language interpreters fax, or email. If you need help filing a grievance, • Written information in alternative forms a CHRISTUS Health Civil Rights Coordinator is (such as large print, audio and accessible available to help you. electronic formats) You can also file a civil rights complaint with the For people whose primary language is not English, U.S. Department of Health and Human Services, CHRISTUS St. Vincent provides, free of charge, Office for Civil Rights, electronically through the services such as: Office for Civil Rights Complaint Portal, available at ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by • Qualified interpreters mail or phone at: • Written information in other languages U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1.800.368.1019, 800.537.7697 (TDD)

Complaint forms are available at w w w.hhs.gov/ocr/of fice/file/index.html. 20 | PATIENT GUIDE www.stvin.org 505.913.3361 | 21

BEFORE YOU LEAVE IF YOU DISAGREE You or your support person THINGS TO KNOW BEFORE YOU WALK OUT THAT hai can appeal your doctor’s HOSPITAL DOOR. discharge decision. If you When it’s time for you to go home, your physician will authorize your are a Medicare patient, discharge. This doesn’t necessarily mean that you’re completely well. be sure you are given It only means that you no longer need hospital services. “An Important Message There are several things that you (or your caregiver) must do before from Medicare” from your discharge. The first step is to meet with the hospital’s Case the hospital’s discharge Manager early in your stay, to ensure a smooth discharge process. planner or caseworker. This details your rights and Please help us plan for your discharge to make sure you have the provides information on right help when you go home. who to contact to appeal a discharge decision. 22 | PATIENT GUIDE 23 | PATIENT GUIDE www.stvin.org 505.913.3361 | 23

1 Make sure you have the following NOTES AFTER YOU LEAVE information before you leave the hospital: Medications List • This is a list of what medications CASE MANAGEMENT ROLE LONG-TERM CARE FACILITIES you are taking, why, in what dosage and who Your Case Manager will help with your transition Also called nursing homes or convalescent homes, prescribed them. after discharge and work with you to determine what these are residential facilities that provide 24-hour Prescription • Your physician may provide you support services you may need at home. These may skilled care for patients with chronic illnesses or with prescriptions for home medications. include nursing care, physical therapy, assistance disabilities—particularly elderly people who need Discharge Instructions • Discharge instruction with daily activities and homemaker services such assistance for most or all daily activities such as may include: as housecleaning and meal preparation. bathing, dressing and going to the bathroom. Many also provide short-term rehabilitative care. Some • Dietary restrictions Medicare defines home healthcare as intermittent, physician-ordered medical services or treatment. Your have separate units for patients with Alzheimer’s • Activity restrictions Case Manager can help you obtain these services. disease or other cognitive impairments. • How to properly care for any injury or incision you may have HOME MEDICAL EQUIPMENT HOSPICE A hospice is a licensed or certified program that • Symptoms that should be reported to your physician Medical equipment may be ordered by your physician for use in your home. Examples include cares for people with terminal illnesses. Hospice • What follow-up tests you may need and when walkers, crutches, wheelchairs and hospital beds. care can be provided at home, or within a hospital. you need to schedule them Hospice care emphasizes the management of pain and discomfort and addresses the physical, • When you need to see your physician INDEPENDENT LIVING spiritual, emotional, psychological, financial and • Any other home-care instruction for your caregiver, Some communities for seniors allow for independent legal needs of the patient and his or her family. such as how to get you in and out of bed, what living in private apartments. They provide meals, diet to follow housekeeping, maintenance, and social outings YOUR HOSPITAL BILL and events. • How to use and monitor any equipment, and what As a routine practice, when appropriate, the signs and symptoms to call your physician about hospital attempts to collect all known patient ASSISTED LIVING • Telephone numbers to call if you or your expenses at the time of service. Our initial request These are apartments in a long-term care facility for caregiver have any questions pertaining to for payment will include deductibles, insurance elderly or disabled people who can no longer live your after-hospital care co-pays for which you are responsible and on their own but who don’t need a high level of care. coinsurance amounts. However, the amount of all Assisted-living facilities provide assistance with 2 Ask your Case Manager for information charges may not be known or available at the time medications, meals in a cafeteria or restaurant-like of admission or discharge, and it is possible that about community resources that may be setting, and housekeeping services. Nursing staff available to you. charges may be added to your bill after discharge. is on site. Most facilities have social activities and Therefore, calculated co-insurance amounts are provide transportation to doctor’s appointments, based on estimated charges. Any overpayment 3 Make sure you or your caregiver shopping, etc. will be refunded promptly, and we will not charge understand all your discharge instructions before you leave the hospital. 24 | PATIENT GUIDE 25 | PATIENT GUIDE www.stvin.org 505.913.3361 | 25

interest on the balance of your bill that remains • We work with Santa Fe County’s Health Assistance AFTER YOU LEAVE (CONT’D) after your insurance provider has provided us with Program (HAP) on behalf of patients in need provide services at our facility may not be listed as CONTINUING CARE its portion of the payment. You may request an • We offer charity care on a sliding scale based participating providers or contracted with the same itemized copy of your bill within one year of the on patients’ incomes CHRISTUS St. Vincent is an approved date of your discharge from the hospital, and it will third-party payers insurance as this hospital. This Medicare provider. be provided to you within 10 business days. • We extend emergency care to undocumented means their services may not be covered by your immigrants with the help of Federal programs medical insurance provider, even if the hospital is in Contact us at 505.913.5220 if you have questions 1 Coordination of Benefits (COB) your network. If you receive a bill from a physician concerning your bill. Our hours are 8:00 a.m. to • Our Patient Access Staff provides price estimates Coordination of Benefits, referred to as COB, is a and have questions, please call the telephone 4:30 p.m. Please leave a message after hours and before care term used by insurance companies when you are number listed on that bill. Physicians who may bill your phone call will be returned. covered under two or more insurance policies. This BILLING FOR HOSPITAL SERVICES you separately include: usually happens when husband and wife are listed PATIENT FINANCE OPTIONS At CHRISTUS St. Vincent, we take a proactive • Your personal physician on each other’s insurance policies, both parents carry their children on their individual policies, or CHRISTUS St. Vincent is committed to Service approach to patient billing and collections, with • Pathologists there is eligibility under two federal programs. This Excellence in delivering care with the highest respect and professionalism at the forefront of our • Emergency Department Physicians also can occur when you are involved in a motor regard to our patients. As part of our commitment, services. We expect payment at the time of service, vehicle accident and have medical insurance and we are dedicated to our patients and community and we understand that billing and collection for • Anesthesiologists healthcare services can be confusing. Our admitting automobile insurance. Most insurance companies by offering various finance options to enable ease • Radiologists have COB provisions that determine who is the of continued access for your healthcare needs. and business office staff will work with you to answer your billing questions, set up a payment • Hospitalists primary payer when medical expenses are incurred. • We accept cash, personal checks or credit cards plan or qualify you for one of the many options This prevents duplicate payments. COB priority must • We accept most health insurance, upon verification available. For questions about your bill, please PAYMENT BY YOUR be identified at admission in order to comply with of your eligibility and benefits and your plan’s call 505.913.5220. INSURANCE COMPANY insurance guidelines. Your insurance may request care authorization If you have current insurance coverage, our hospital a completed COB form before paying a claim and every attempt will be made to notify you if • We offer “prompt pay” discounts to BILLING FOR PHYSICIAN SERVICES billing department will bill your insurance company this occurs. uninsured patients Professional services provided to you by any shortly after your visit. Your insurance company physician will be billed separately and apart should pay your hospital bill within 45 days. The The hospital cannot provide this information to • We provide professional assistance with from the fees charged by the hospital. Note that hospital may request your help in contacting your your insurance company. You must resolve this Medicaid applications physicians and other healthcare providers who insurance company if payment is delayed. There issue with your insurance carrier in order for the may be times when your insurance company needs claim to be paid. additional information from you. Respond as soon as possible so payment is not delayed. You will receive 2 Medicare an explanation of benefits from your insurance This hospital is an approved Medicare provider. All company when it has paid its portion. If there are services billed to Medicare follow federal guidelines remaining balances that are your responsibility, and procedures. Medicare has a COB clause. At you will be receive a statement from our extended the time of service, you will be asked to answer business office in Houston, Texas, that is due upon questions to help determine the primary insurance receipt of the bill. carrier paying for your visit. This is referred to as an 26 | PATIENT GUIDE www.stvin.org 505.913.3361 | 27

MSP Questionnaire and is required by Federal law. 4 For Self-Pay Patients CHRISTUS ST. VINCENT SANTA FE Your assistance in providing accurate information will Our Patient Financial Services department will send allow us to bill the correct insurance company. statements for payment of self-pay accounts. You REGIONAL MAP Medicare deductibles and co-insurance are covered will receive two to three billing statements and two by your secondary insurance. If you do not have to three telephone calls over a 90-day period to secondary insurance, you will be asked to pay these obtain a payment or to make payment arrangements. amounts or establish a payment plan. If you are unable If payment arrangements are not established and Regional Locations to pay these amounts, we will help you determine if no payment is made during the 90-day period, the CSV Health Specialists – Las Vegas 600 Mills Ave. CSV Ear, Nose and Throat Specialists you qualify for a state-funded program. account will be placed with a collection agency. Las Vegas, NM 87701 1620 Hospital Dr. If you need an itemized statement, you can obtain CSV Regional Laboratory – Las Vegas CSV Pain & Spine Specialists one by calling our customer service department at 105 Mills Ave., Suite 200 CSV DeVargas Health Center 3 Commercial Insurance Las Vegas, NM 87701 510 N. Guadalupe St., Suite C 1631 Hospital Dr., Suite 100 the number listed below or by using the website at te CSV Health Specialists – Los Alamos CSV Regional Laboratory As a service to our customers, we will forward a ou R 1631 Hospital Dr., Suite 130 2237Trinity Dr., Unit B f www.stvin.org. If you have any questions regarding e e t li claim to your commercial insurance carrier based Los Alamos, NM 87544 e ou R CSV Orthopaedics & Sports Medicine R CSV Family Medicine Center your billing statement, you can contact the Patient f – on the information you provide at the time of e 1631 Hospital Dr., Suite 200 CSV Sports Medicine – Los Alamos li 2025 S. Galisteo St. e 599 Financial Services department at 505.913.5220. 2237 Trinity Dr., Suite D-2 R registration. – CSV Plastic Surgery Specialists Los Alamos, NM 87544 CSV Orthopaedics of NM 1631 Hospital Dr., Suite 150 599 Uninsured? Amounts that are not covered by insurance 2100 Calle de la Vuelta, Suite D-103 It is very important for you to provide all CSV Pojoaque Primary Care CSV Surgical Associates are due and payable before you are discharged 5 Petroglyph Circle, Suite A related information such as policy number, group 1631 Hospital Dr., Suite 240 from the hospital. If your medical condition permits, Pojoaque, NM 87506 CSV Women’s Care Specialists number and the correct mailing address for your 2055 South Pacheco St., Suite 300 St. Michaels Dr. a financial counselor will contact you during the CSV Regional Medical Center insurance company. CSV Heart and Vascular Center (Main Hospital) course of your stay to discuss payment options. 2085 South Pacheco St., Suite A 455 St. Michaels Dr. O ld

CSV Sports Medicine & ad ad P o o e

R R c

Therapy Services os s s

NOTES i i CSV Rodeo Family Medicine 2968 Rodeo Park West Dr., Suite 100 c c Tr

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4001 Rodeo Rd. F F

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t S S Rodeo Road Rodeo Road CSV Physicians Medical Center 2990 Rodeo Park East Dr.

CSV Entrada Contenta Health Center Cerrillos Road 5501 Herrera Dr. CSV Regional Cancer Center oad CSV Behavioral Health Specialists R 490 A West Zia Rd. os 440 St. Michael’s Dr., Suite 250 ll i rr CSV Breast Institute CSV Regional Sleep Center

Ce e

e 490 A West Zia Rd., Suite 200 t

t 440 St. Michael’s Dr., Suite 150

u o

ou R

R CSV Holistic Health & Wellness

f

f e

e i

i l 490 B West Zia Rd., Suite 4

l e

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– 599 599

599

CSV Anticoagulation Services CSV Pharmacy 465 St. Michael’s Dr., Suite 114 465 St. Michael’s Dr., Suite 112

CSV Arroyo Chamiso Pediatrics CSV Pulmonary & Critical Care Associates 465 St. Michael’s Dr., Suite 200 465 St. Michael’s Dr., Suite 117

CSV Dermatology Specialists CSV Regional Diabetes Center 465 St. Michael’s Dr., Suite 220 465 St. Michael’s Dr., Suite 101

CSV St. Michael’s Family Medicine CSV Regional Wound & Hyperbaric Center 465 St. Michael’s Dr., Suite 240 465 St. Michael’s Dr., Suite 101

CSV Geriatrics & Internal Medicine CSV Urology Associates 465 St. Michael’s Dr., Suite 116 465 St. Michael’s Dr., Suite 110

CSV Neurosurgical Associates 465 St. Michael’s Dr., Suite 107 28 | PATIENT GUIDE www.stvin.org 505.913.3361 | 29

CROSSWORD 1 2 3 4 5 6 7 8 9 10 11

12 13 14 ACROSS 1 Israelite tribe 29 Dish (2 words) 55 Fiddler crab genus 15 16 17 4 Biblical giants 32 Ganda dialect 56 Snake (pref.) 18 19 20 8 Universe (pref.) 33 Agent (abbr.) 57 Unfledged bird

12 Stitchbird 34 Indian sacred fig 58 Centers for Disease Control 21 22 23 24 25 26 27 28 13 Synthetic rubber 36 “Blue Eagle” (abbr.) 14 Table scraps 37 Ravine 59 Love (Lat.) 29 30 31 32 15 Eg. god of pleasure 39 Immense 60 Tooth (Lat.) 33 34 35 36 16 Tallow (2 words) 41 Swelling 61 Exclamation

18 Madame Bovary 43 State (Ger.) 37 38 39 40 20 Commotion 44 Medieval shield 21 Padded jacket under armor 46 Before (Lat.) 41 42 43 25 Son of Zeus 49 Culm (2 words) 44 45 46 47 48

DOWN 49 50 51 52 53 54 55 1 Deride 17 Amer. Dental Assn. (abbr.) 42 Amer. Cancer Society (abbr.) 56 57 58 2 Attention-getting sound 19 Pointed (pref.) 45 Habituated

3 Raze 22 End 47 Alternating current/direct 59 60 61 4 Amer. Bar. Assn. (abbr.) 23 Auricular current (abbr.) 5 Pigeon 24 Rom. historian 48 Apiece

6 Black cuckoo 26 Build 49 Tibetan gazelle Answer Key

H C T S N E D S A M

50 Revolutions per minute (abbr.) A

C D C S A Y E I H P

7 Hindu god of love 27 Irish sweetheart O

A C U M E T S S S A R

8 Banner 28 Hall (Ger.) 51 Exclamation G E A R P U C E

T A A T S A M E D

9 Yellow ide 29 Created 52 Nautical chain E

L A S S O L O C E L A

53 Belonging to (suf.) D A R N L A P I P T G

10 As written in music 30 Old-fashioned oath A

A G O S M E T I U N E

54 Manuscripts (abbr.) M

S A C R A N O T C 11 Mountain standard time 31 Beer ingredient A

O D A A M M

(abbr.) 35 Afr. worm E T A F L A M I N A S E B

S T R O A N U B I H

38 Vomiting I

M S O C K A N A D A

40 Drain G 30 | PATIENT GUIDE www.stvin.org 505.913.3361 | 31

CROSSWORD 1 2 3 4 5 6 7 8 9 10 11

12 13 14 ACROSS 1 “Lorna Doone”character 23 Veneration 52 State (Fr.) 15 16 17 5 Sinbad’s bird 24 Beginning 53 Television channel 18 19 20 21 8 Demolish: Brit. 28 Blaubok 55 Endearment

12 Idea (Fr.) 32 Public vehicle 56 Mine (Fr. 2 words) 22 23 13 Alas 33 54 (Rom. numeral) 57 Rom. first day of the month 14 Cheese 35 Israelite tribe 58 Per. poet 24 25 26 27 28 29 30 31 15 Leg ends 36 Ringed boa 59 Maid 32 33 34 35 16 Burmese knife 39 Reading desk 60 Compass direction

17 Taro 42 Abdominal (abbr.) 61 Foreign (pref.) 36 37 38 39 40 41 18 Small S.A. rabbit 44 Have (Scot.) 20 Pilgrim 45 Female falcon 42 43 44 22 Skin vesicle 48 Butterfly 45 46 47 48 49 50 51

DOWN 52 53 54 55 1 Breach 21 Intimidate 43 Male duck 56 57 58 2 Design 24 Amazon tributary 45 Loyal

3 Profound 25 Grab 46 Hindu soul 59 60 61 4 Hate 26 Kwa language 47 Cella 5 Fanatical 27 “Abner” 49 Crippled

6 Wood sorrel 29 “Fables in Slang”author 50 Dayak people Answer Key

O N E X E S E S S A L

R A M O L A K I O M

7 Rudderfish 30 Rhine tributary 51 Aeronautical (abbr.) A

E B A B C B A T A T

8 Flat molding 31 Television channel 54 Low (Fr.) E A I L A D I R E N N A L

E A H D B

9 “Cantique de Noel” 34 Car A

N R E T C E L A M O B

composer A N A D V I L B A

37 Insect C

L C A A T E A I T I N

10 Kemo I

E W A C A 38 Presidential nickname S

T

R E M L A P I E P A

11 Turk. title 40 Helper T G I B A O A D T E E

19 Japanese fish F M A D E H C A E E D

41 Caddy (2 words) I

E S A R C O R D D I R 32 | PATIENT GUIDE www.stvin.org 505.913.3361 | 33

TAKE NOTES

REFERENCE QUESTIONS REFERENCE QUESTIONS

Before surgery or procedure After surgery or procedure

What will happen before my When should I call my doctor? surgery or procedure? How long should I stay in bed? How long will it take? How much activity can I do? Where can my family wait for me? What type of diet should I eat? What effects (temporary or How soon can I drive? permanent) will the surgery have on me? When can I go back to work?

What is the doctor’s experience in Can I have sex? performing this procedure? When should I schedule a visit to What medications will be the doctor? prescribed (short term/long term)? What changes should I make in How long will I have to rest at my lifestyle? home after surgery?

“Judge of a man by his questions rather than by his answers.”

VOLTAIRE 1 694–1778 34 | PATIENT GUIDE www.stvin.org 505.913.3361 | 35

FIRST LEVEL EMERGENCY EVACUATION ROUTES

FIRST LEVEL

Administration Behavior Health Cafeteria Digestive Health Library EXIT Medical Records

Pharmacy EXIT Rehab Respiratory Security EXIT Vernick Center EXIT EXIT

*Due to recent construction, floor plans and evacuation routes may differ from this map. Please follow the direction of your nursing team or nursing leader should there be a need for an evacuation. 1 36 | PATIENT GUIDE www.stvin.org 505.913.3361 | 37

SECOND LEVEL EMERGENCY THIRD LEVEL EMERGENCY EVACUATION ROUTES EVACUATION ROUTES

Pediatrics

Employee Entrance 2300 CCU 3300 2400 ICU EXIT

EXIT EXIT Courtyard EXIT 3200 2200 Labor & Delivery

OR Elevators EXIT Elevators Courtyard Chapel 3100 Elevators EXIT

Elevators 2100

SECOND LEVEL EXIT CCU Lab

Employee Entrance THIRD LEVEL ICU Pediatrics Lab Chapel Operating Room (OR) Labor and Delivery

*Due to recent construction, floor plans and evacuation routes may differ from this map. *Due to recent construction, floor plans and evacuation routes may differ from this map. Please follow the direction of your nursing team or nursing leader should there be a need for an evacuation. 2 Please follow the direction of your nursing team or nursing leader should there be a need for an evacuation. 3 38 | PATIENT GUIDE www.stvin.org 505.913.3361 | 39

FRONT PAVILION EMERGENCY EVACUATION ROUTES

FRONT PAVILION

Cafeteria EXIT Help Desk Main Entrance Med/Surg Onc Unit Cafeteria Outdoor Seating Progressive Care Unit (PCU) Critical Care Unit (CCU) Outdoor Seating EXIT Vernick Conference Vernick Conference Center Center Progressive Care Unit (PCU) Main Entrance Med/Surg Onc Unit Critical Care Unit (CCU)

Help Desk Help

EXIT

EXIT

*Due to recent construction, floor plans and evacuation routes may differ from this map. Please follow the direction of your nursing team or nursing leader should there be a need for an evacuation. 40 | PATIENT GUIDE www.stvin.org 505.913.3361 | 41

Heart and Vascular Center Pre-Anesthesia Surgical Sports Medicine and OUTPATIENT CARE DIRECTORY Screening Clinic (PASS) Therapy Services 2085 South Pacheco St., Suite A Santa Fe, NM 87505 1631 Hospital Dr., Suite 112 2968 Rodeo Park Dr. West Santa Fe, NM 87505 Suite 100 505 . 984 . 8012 Rodeo Family Medicine Breast Institute Santa Fe, NM 87505 PRIMARY CARE 505 . 913 . 3626 4001 Rodeo Rd. 490 A West Zia Rd., Suite 200 Holistic Health 505 . 913 . 5100 Santa Fe, NM 87507 Santa Fe, NM 87505 and Wellness Pulmonary and Critical Care Associates Sports Medicine– FAMILY CARE 505 . 471 . 8994 505 . 913 . 3101 490 B West Zia Rd., Suite 4 Los Alamos Santa Fe, NM 87505 465 St. Michael’s Dr., Suite 117 Entrada Contenta St. Michael’s Dermatology Specialists Santa Fe, NM 87505 2237 Trinity Dr., Suite D-2 505 . 913 . 3820 Health Center Family Medicine Los Alamos, NM 87544 465 St. Michael’s Dr., Suite 220 505 . 984 . 2600 Providing urgent, family, and 465 St. Michael’s Dr., Suite 240 Santa Fe, NM 87505 Neurosurgical Associates 505 . 661 . 6191 pediatric care with x-ray and Regional Cancer Center Santa Fe, NM 87505 505 . 913 . 3380 465 St. Michael’s Dr., Suite 107 lab services as well as 24/7 Surgical Associates Santa Fe, NM 87505 490 A West Zia Rd. walk-in emergency care. 505 . 988 . 1232 Ear, Nose & Throat Santa Fe, NM 87505 1631 Hospital Dr., Suite 240 505 . 988 . 3233 Specialists Santa Fe, NM 87505 5501 Herrera Dr. PEDIATRIC CARE 505 . 913 . 8900 Santa Fe, NM 87507 1620 Hospital Drive Orthopaedics and Sports 505 . 913 . 3975 Arroyo Chamiso Pediatrics Santa Fe, NM 87505 Regional Diabetes Center Provider Offices Medicine Associates Urology Associates 505 . 913 . 3233 465 St. Michael’s Dr., Suite 200 505 . 982.4848 1631 Hospital Dr., Suite 200 465 St. Michael’s Dr., Suite 101 Santa Fe, NM 87505 Santa Fe, NM 87505 Santa Fe, NM 87505 465 St. Michael’s Dr., Suite 110 Laboratory Geriatrics and Internal Santa Fe, NM 87505 505 . 913 . 4307 505 . 913 . 4160 505 . 913 . 4901 Medicine 505 . 424 . 0200 505 . 982 . 3534 465 St. Michaels Dr., Suite 116 Urgent Care Entrada Contenta Pediatrics Orthopaedics of Regional Laboratory Santa Fe, NM 87505 New Mexico Women’s Care Specialists 505 . 913 . 4180 5501 Herrera Dr. 1631 Hospital Dr., Suite 130 Santa Fe, NM 87507 505 . 913 . 4260 2100 Calle de la Vuelta Santa Fe, NM 87505 2055 South Pacheco St., DeVargas Heath Center Suite D-103 Suite 300 Health Specialists– 505 . 913 . 3110 510 N. Guadalupe St., Suite C 505 . 913 . 3233 Santa Fe, NM 87505 Santa Fe, NM 87505 Los Alamos Santa Fe, NM 87501 505 . 913 . 4550 Regional Laboratory– 505 . 984 . 0303 2237 Trinity Dr., Unit B Las Vegas 505 . 913 . 4660 Los Alamos, NM 87544 Pain and Spine Specialists 105 Mills Ave., Suite 200 Family Medicine Center SPECIALTY CARE 505 . 662 . 8870 1631 Hospital Dr., Suite 100 Las Vegas, NM 87701 2025 S. Galisteo St. Santa Fe, NM 87505 505 . 425 . 9239 PHARMACY Santa Fe, NM 87505 Health Specialists– Anticoagulation Services Las Vegas 505 . 982 . 7246 Regional Sleep Center 505 . 913 . 3450 465 St. Michael’s Dr., Suite 114 600 Mills Ave. Physicians Medical Center 440 St. Michael’s Dr., Suite 150 Outpatient Pharmacy Santa Fe, NM 87505 Las Vegas, NM 87701 Pojoaque Primary Care 2990 Rodeo Park Dr. East Santa Fe, NM 87505 465 St. Michael’s Dr., Suite 112 5 Petroglyph Circle, Suite A 505 . 913 . 5287 Heart and Vascular, Santa Fe, NM 87505 Santa Fe, NM 87505 Women’s Care Specialists, 505 . 913 . 5363 Pojoaque, NM 87506 Behavioral Health 505 . 913 . 4400 505 . 913 . 5000 Diabetes Care 505 . 455 . 1962 Specialists Regional Wound and Plastic Surgery Specialists 440 St. Michael’s Dr., Suite 250 505 . 425 . 3959 Hyperbaric Center Santa Fe, NM 87505 1631 Hospital Dr., Suite 150 465 St. Michael’s Dr., Suite 101 Santa Fe, NM 87505 Santa Fe, NM 87505 505 . 913 . 3056 505 . 913 . 4360 505 . 913 . 3180 42 | PATIENT GUIDE

TELEPHONE DIRECTORY

GENERAL HOURS OF OPERATION FOR NON-CLINICAL AREAS ARE WEEKDAYS 8:00 A.M. TO 4:30 P.M.

MAIN NUMBER Gift Shop Patient Advocate 5 0 5 . 9 1 3 . 3 3 61 505 . 913 . 5710 505 . 913 . 4817

Behavioral Health Services Housekeeping Patient Billing Advocate 505 . 913 . 5470 505 . 913 . 4912 505 . 913 . 3151

Billing Human Resources Radiology Department 505 . 913 . 5220 505 . 913 . 5266 505 . 913 . 5800

Birthing and Women’s Services Laboratory Services Room Service 505 . 913 . 5291 505 . 913 . 5302 505 . 913 . 3663

Compliance Hotline Laboratory at Physicians Plaza Security 877 . 888 . 4812 505 . 913 . 3110 505 . 913 . 5555

Information Desk Medical Records Chaplain/Spiritual Care 8:00 a.m. to 8:00 p.m. 505 . 913 . 5320 505 . 913 . 5240 Monday through Friday Operator TTY for the Hearing Impaired 505 . 913 . 5248 Dial 0 505 . 913 . 5238 Emergency Services Outpatient Scheduling 505 . 913 . 3934 505 . 913 . 5826 Foundation 505 . 913 . 5209

Your Opinion Counts • Soon after your discharge, an independent company may call or mail you to Telephones are provided in all patient rooms. conduct a confidential patient satisfaction survey. Please take the time to respond to the survey and share To place a local call, dial 9, then the number. your opinions about your hospital stay. Your feedback is an important part of our hospital’s goal of improving Calling a Department WITHIN the Hospital? the care and services we provide. Additionally, you will receive a discharge phone call by a registered nurse Dial the last four digits of the number. Please visit us at www.stvin.org to assess how you are doing, ensure that you have a scheduled follow up appointment, and answer questions. 455 St. Michael’s Drive Santa Fe, NM 87505 505.913.3361 | www.stvin.org