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Patient Information & Visitor Guide

700 E. Marshall Ave. | Longview, Texas 75601 | 903-315-2000 | ChristusGoodShepherd.org. Welcome ...... 1

t s Welcome to CHRISTUS Good Shepherd Medical Center - Longview and thank you for choosing our hospital. We are n dedicated to providing high quality, comprehensive and compassionate health care services to every patient. e t n

o Patient Information ...... 2 - 8 CHRISTUS Good Shepherd Medical Center - Longview is the area’s preferred hospital with a strong history and f C reputation for providing high quality, compassionate medical care. l e o Speak Up ...... 8 - 13 b

a As a patient at CHRISTUS Good Shepherd Medical Center - Longview, you can expect to receive state-of-the-art

T medical care from dedicated and talented medical professionals.

Rights and Responsibilities ...... 13 - 14 As a patient, you have the right to respectful and considerate care. In addition, there are specific rights and responsibilities you have during your hospital stay.

Discharge ...... 14 - 17 Your doctor and/or nurse, case manager or social worker will give you instructions about post-hospital care. If you have questions about your diet, activities, medication or other matters, please ask your nurse before being discharged.

Resources ...... 17 - 19 For a complete list of services and prices, please visit www.ChristusGoodShepherd.org, contact a Registration Team member or contact Pre-Registration at 903-315-2140.

Notes ...... 19 - 20 WELCOME TO CHRISTUS GOOD SHEPHERD HEALTH SYSTEM For more than 80 years, CHRISTUS Good Shepherd Medical Center - Longview has provided health care to East Texas and beyond. At the heart of our organization is our commitment to quality, patient safety and accessibility. This is why thousands of people choose CHRISTUS Good Shepherd Health System each year for their medical care: CHRISTUS Trinity Clinic – the area’s preferred multi-specialty medical group, with more than 650 physicians

Welcome and Advanced Practice Providers representing 41 specialties in 34 locations serving Northeast Texas across 41 counties. • Advanced technology • State-of-the-art facilities • Faith-based, compassionate care Thank you for choosing CHRISTUS Good Shepherd Medical Center – Longview for your care. Rest assured knowing it is our goal to provide only the best for our patients and their families. Our Mission, Values and Vision Our Mission: To extend the healing ministry of Jesus Christ. Our Core Values: Dignity Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. Integrity Honesty, justice, and consistency in all relationships. Excellence High standards of service and performance. Compassion Service in a spirit of empathy, love, and concern. Stewardship Wise and just use of talents and resources in a collaborative manner. Our Vision: CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God’s healing presence and love. Our Name and Symbol: CHRISTUS is Latin for “Christ,” and proclaims publicly the core of our mission. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, therefore, only fitting that it is in another form of His name that our health ministries are called together.

Our symbol reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities. CHRISTUS Good Shepherd Medical Center – Longview is the area’s preferred hospital with a strong history and reputation for providing high quality, compassionate medical care. A full service, acute-care 425-bed regional referral center, CHRISTUS Good Shepherd operates specialty nursing units including cardiology, orthopedics, general surgery, neurology/neurosurgery, oncology, critical care, obstetrics and pediatrics, where patients receive specialized care. CHRISTUS Good Shepherd has the area’s first NICU, Level III Trauma Center and continues to receive national quality award rankings, which means fewer complications and better outcomes 1 for our patients. Patient Satisfaction designates. Visitors may include, but are not limited to Your health care team is committed to providing a spouse, a domestic partner, another family member each and every patient with compassionate and or a friend. The patient has the right to withdraw or quality health care. deny such consent at any time. CHRISTUS Good Shepherd will not restrict, limit or We strive to communicate with you and your family otherwise deny visitation privileges on the basis members so you feel involved in your care plan of race, color, national origin, religion, sex, sexual throughout your stay. If at any time during your orientation, gender identity or disability. hospital stay you cannot say that any part of your stay has been great, please contact your nurse, the The right of a patient to have visitors may be limited clinical director or the house supervisor. In addition, or restricted when visitation would interfere with the we have a guest services representative who is care of the patient and/or the care of other patients. available to provide any needed assistance. We Circumstances reasonably related to the care of the know you are the best source of suggestions for patient and/or the care of other patients that provide improving our ability to serve you. We appreciate a basis to impose restrictions or limitations on visitors your honest feedback and use the information you include (but are not limited to) when: provide to improve your hospital stay. • There may be infection prevention issues; Patient Information Patient Telephone Directory • Visitation may interfere with the care of other patients; Case Mgmt./Social Work 112443 • The hospital is aware that there is an existing Chaplain Services 112636 court order restricting contact; ClassiCare(Senior Pgm.) 112273 • Visitors engage in disruptive, threatening, or Dietary 111969 violent behavior of any kind; Education 115280 • The patient or patient’s roommate(s) need rest or Financial Services 115200 privacy; Foundation 115279 • The patient is undergoing care interventions; Gift Shop 111540 • Visitation is otherwise clinically contraindicated Guest Relations 112630 The patient shall be informed of the reason for any Housekeeping 112195 restriction or limitation of visitors. Lactation Center 115597 CHRISTUS Good Shepherd will ensure that all visitors designated by the patient (or representative, where Medical Records 112005 appropriate) receive the same visitation privileges as Operator Dial 0 those that immediate family members would receive. Patient Information 111800 A patient has the right to designate a support person Safety Concerns 111810 for visitation. A patient’s “support person” does Security 113376 not necessarily have to be the same person as the patient’s representative who is legally responsible for We have policies and procedures in place to making medical decisions on the patient’s behalf. A help you and your family work with our doctors, support person could be a family member, friend or nurses and staff to get the most from your other individual who supports the patient during the hospital stay. Please take a few minutes to course of care, treatment or service. review these guidelines with your loved ones. Visiting the Mother/Baby Care Unit Patient’s Right to Visitation Regular visiting hours are 9 a.m. to 9 p.m. Please help Patients at CHRISTUS Good Shepherd Medical us keep our mothers and babies healthy and safe by Center – Longview have a right to be informed of following these instructions. his or her rights with regard to receiving visitors, • New fathers and support persons are welcome including any clinical restriction or limitation on anytime, but must be wearing an I.D. band such rights. The patient has the right, based on his or provided by CHRISTUS Good Shepherd. her consent, to receive the visitors whom he or she 2 • Grandparents, relatives and friends may visit at the mother’s discretion. • Visitors are instructed to speak to the nurse if a patient is in isolation precautions for any special instruction.

n • Each person must wash his or her hands thoroughly before handling the baby. • Special visitation hours may apply to individual i o units. Unit-specific visitation hours are posted at the t • Visitors sick with colds, flu or chicken pox should wait to see the baby until they are better. respective units. • To promote rest and special time for new families, • Visitors should clean hands with soap and water or sanitizing foam before entering a room.

r m a we promote “Quiet Time’’ from 1 p.m. to 3 p.m. and

o 10 p.m. to 7 a.m. • Visitors should delay visiting if they are sick with a • Children (12 and under) must be accompanied by an cold, flu, fever, cough or gastrointestinal distress. n f adult during visit and not left unattended. Other Units Visiting Hours

t I • Visitors are instructed to speak to the nurse if a Medical Intensive Care Unit (MICU) – 8 a.m. to 12 p.m.

n patient is in isolation precautions for any special instruction. (open) 12 p.m. to 3 p.m. i e (“Quiet Time” –limited visitation) 3 p.m. to 6:30 p.m. t • Special visitation hours may apply to individual (open) 6:30 p.m. to 8 p.m.(limited visitation) a units. Unit-specific visitation hours are posted at the

P respective units. 8 p.m. to 9 p.m. (open) • Visitors should clean hands with soap and water or Post Anesthesia Care Unit (PACU) – No visitation sanitizing foam before entering a room. except for two parents/guardians of children under Visitors should delay vising if they are sick with a age 12 (at nurse’s discretion) cold, flu, fever, cough or gastrointestinal distress. Surgical Intensive Care Unit (SICU) – Located on the 1st floor of the main hospital Labor and Delivery 9 a.m. to 9:30 a.m.; 11:30 a.m. to 12 p.m.; 2:30 p.m. to 3 Moms may have up to two visitors at a time while in p.m.; 5 p.m. to 5:30 p.m.; 8 p.m. to 8:30 p.m. Labor and Delivery. Neonatal Intensive Care Unit (NICU) – No visitation Immediately following delivery, CHRISTUS Good between 5 a.m. to 7 a.m. and 5 p.m. to 7 p.m. Shepherd encourages a “Family First Hour” in which (2nd Tuesday only) 9 a.m. to 10 a.m. parents and their newborn spend time getting to know each other. Visiting Guidelines • Front Lobby entrance is open 5 a.m. to 9 p.m. daily. Visiting Hours General • Emergency entrance is open 24 hours a day. The North Entrance to the Main Lobby and the South Entrance will be open from 5:00 a.m. to 9:00 p.m. • Access to the Medical Center is limited after 9 p.m. daily. Both entrances will be closed to access at all Entry is available only through the Emergency Room other hours of the day. Emergency Entrance will be entrance. open 24 hours per day. The ambulance entrance will • Persons with permission to spend the night will be be locked 24 hours per day with RFID access only. issued an I.D. badge by Security. Badge color will All other doors will remain locked to access 24 hours change daily; therefore you should request a new per day. Exit will be allowed in emergencies for all badge for each night you plan to stay with the patient. staff. Physicians have access by RFID badge. After • Nursing authorization is required for children under 9 p.m., visitor passes will be issued to all visitors by 10 years of age who are visiting patients in the Medical Security at the Emergency Entrance. Employees Center. (Exception: maternal/child where siblings are must wear their name badge at all times with photo and name visible to all patients, visitors, and staff encouraged to visit.) while on duty. Overnight Visitor Accommodations General Visitation Guidelines: Accommodations for relatives and visitors from out- of-town are available at nearby hotels. A map of • Visiting hours will conclude at 9 p.m. hotels located close to the hospital is available at the • Children (12 and under) must be accompanied by Information Desk on the first floor. In addition, Bethany an adult during visit and not left unattended. House, located across the street from First Christian 3 Church, offers free accommodations when available. Discipline Scrub Color

n Arrangements can be made Monday through Friday, 8 a.m. to 4 p.m. Contact Volunteer Services at 903-315- Registration Clerks Purple polo shirt

i o 2198 or 903-315-2199 for more information. with black pants t Waiting areas are available for visitors on each patient Inpatient Therapies Navy polo shirt with floor and on the main floor in the lobby. Specific waiting (Physical Therapy, khaki pants, brown areas have been designated for families of patients in Occupational Therapy) scrubs or profession- r m a the critical care units, the emergency department and al attire with white o surgery. During certain hours, a volunteer is on duty to lab coat provide information and assistance. Inpatient Speech Turquoise n f Uniform Colors Therapy t I Discipline Scrub Color CHRISTUS Good Shepherd Medical Center – Longview n Outpatient Therapies Black polo shirt with has a color-coded uniform program that is focused (Physical, Occupa- khaki pants, brown i e on making it easier for you to identify our caregivers.

t tional and Speech scrubs, business These are the colors for each discipline: a Therapy) casual with white

P lab coat; royal blue Discipline Scrub Color warm up suit with Registered Nurse Navy and/or White black polo or black or (RN), Licensed Voca- white T-shirt (if jack- tional Nurse (LVN) et is not removed) Patient Care Tech Light Blue Cardiac Rehab Black athletic pants (PCT, CNA), ICU Tech and jacket with Health Unit Coord. (HUC), Black white top Monitor Tech (MT) Case Management Teal or professional Laboratory Maroon attire and lab coat Imaging Royal Blue Neuro Diagnostics Black Respiratory Hunter Green ED Tech Grey Cath Lab Blueberry Housekeeping Surgery Blueberry A member of the housekeeping staff cleans your room Wound Care Navy and/or White daily. Daily cleaning consists of the following: Nursing - Directors, Navy and/or White; • Emptying of all trash receptacles Nurse Managers, Professional attire House Supervisors with white lab coat • Cleaning your restroom and sink Dietary (Food Ser- Black pants, white • Replenishing toilet paper and paper towels vices) shirts, black vest or • Replenishing soap and hand sanitizer dispensers black apron • General wipe down of any soiled areas Dietary (Dietitians) Professional attire • Cleaning the floors with lab coat or Papaya scrubs with • Disinfect high touch point areas lab coat • If you have a housekeeping problem in your room, Environmental Ser- Turquoise shirt and contact Housekeeping at extension 112195, and it will vices (Housekeeping) black pants be taken care of as soon as possible. Orderlies, Emergency Black polo; gray Community Resources Department Tech/Tri- scrub pants; Black age (EDT) scrub top or polo A resource guide of community services and amenities is available and contains information for visitors who Social Work Dark Pink or profes- do not live in the area. These guides are located at the sional attire and lab Information Desk near the main entrance and in the coat 4 main waiting rooms located on the 1st floor. Parking use of this phone is directly related to patient care. It

n provides timely communication between the nurse, care Parking for patients and visitors is primarily available team and physicians to expedite the care and treatment south of the hospital. Non-emergency patients and i o you are receiving. If assistance is needed, please use

t visitors are encouraged to park in the Southeast Lot. the call light and be assured your nurse will be contacted Limited parking is also available near the North Lobby quickly through the wireless phone system. entrance of the hospital. A free multi-level parking facility located adjacent to Medical Plaza III is available r m a for patient and visitor parking Monday through Friday, Telemedicine Services o 5 a.m. until 8 p.m. Telemedicine is the use of telecommunication and information technology to provide clinical health

n f Patients and visitors are cautioned not to park in care from a distance. This service may be ordered by restricted spaces or designated areas. Please be sure your physician for a specialty service not available at t I to lock your car. CHRISTUS Good Shepherd. n Your Hospital Bed Telemedicine works using video interaction. The i e physician will visit with you and then collaborate with

t Hospital beds are electronically operated; your nurse your attending physician to ensure you receive the a will show you how to operate your bed properly. Your hospital bed is probably higher and narrower than your best possible care and outcome for your needs while P bed at home. Bedside rails are for your protection. at CHRISTUS Good Shepherd. This service is provided They may be raised at night or during the day if you for service-lines throughout CHRISTUS Good Shepherd are resting, recovering from surgery or taking certain including cardiology, neurology, neonatal intensive medications. care unit, nephrology, psychiatry and many others as identified to meet your needs. Guest Relations This service is provided with equipment that is tested CHRISTUS Good Shepherd’s team of dedicated and approved to meet the regulations and standards professionals are committed to making your hospital required and is monitored for quality and effectiveness. stay as comfortable as possible. While you are here, What to expect if Telemedicine is identified as a need in our Guest Relations Representative will assist you your plan of care. with questions, concerns and suggestions related to your hospital experience. The Guest Relations Staff will explain to you the desire to have a specialty Representative is willing to assist you with your special service assist in your plan of care through Telemedicine requests. The Guest Relations Representative can be and explain the procedure, type of equipment and how reached by calling 903-315-2630. it works. A staff member will assist as needed with the consult process using the equipment selected to ensure Wireless Internet Service that the consulting physician and your needs are met. You will be provided with a way to survey this process CHRISTUS Good Shepherd offers wireless Internet anonymously so that we can ensure the quality of our service throughout the hospital. Patients and visitors program continues to meet the highest standards. To can access the wireless connection GSMC_GUEST. complete a survey about your telemedicine experience, Type your e-mail address to accept. For additional visit: https://www.surveymonkey.com/r/cgshstelemed questions, please call Information Systems Help Desk at extension 111808. The Consulting Specialists will collaborate with the staff and your attending physician to assure your care Calling Your Nurse is meeting the needs for the outcomes and standards for your needs. A button to call your nurse is located at your bedside. When you press the button, the nurses’ station is All patients have a right to refuse Telemedicine. alerted that you need assistance. A staff member will For more information about Telemedicine services, respond to your signal as soon as possible. please call 903-927-6781. Strange surroundings and sleeping medications may If you would like to file a complaint, please refer to the create a hazard for you if you get up during the night, Rights & Responsibilities section of this handbook. so if you need assistance, please use your call button. CHRISTUS Good Shepherd also provides hospital issued Interpreters/Hearing-Impaired Assistance wireless phones to the nursing staff. You may notice The hospital has access to interpretation services for a nurses using a wireless phone. Please understand 5 number of foreign languages, as well as for the hearing impaired. A telecommunications device is available to unless they are deposited in the safe.

n help hearing-impaired patients. For more information, contact the hospital operator by dialing extension Medications

i o 112000.

t Unless requested by your physician, please leave all your prescription drugs at home. Your physician will At Wheelchair and Handicapped-Accessible prescribe any medications necessary during your Facilities hospitalization and they will be administered by your r m a Our objective is to provide an accessible environment nurse. o for all patients and visitors. For your convenience, Be sure to inform your physician and nurse of any wheelchair and handicapped-accessible facilities are n f drug allergies and of any prescribed medications available at CHRISTUS Good Shepherd Medical Center. you are currently taking. Patients are not permitted

t I Getting in and out of wheelchairs without assistance to administer their own drugs or keep personal may be hazardous. Please ask for assistance from a n medications at their bedside unless ordered by their member of the hospital staff. physician. Taking your own medication could possibly i e result in adverse drug interactions and/or interfere t Patient Sitters with the current medication ordered by your physician. a

P Patient sitting services are not provided through the Medical Center, but information regarding these services Where’s the Cafeteria? may be obtained from the CHRISTUS Good Shepherd DINING OPTIONS: CHRISTUS Good Shepherd Fresh Social Work Department by calling 903-315-2443. Express, located on the first floor of the hospital, offers fresh, delicious and healthy food prepared Telephone while patrons watch. To-Go items are available all Telephones are provided in all patient rooms, except in day. Starbucks open from 5:30 a.m. to 9 p.m. the Medical and Surgical Intensive Care Units. Patients CHRISTUS Good Shepherd Café, located on the second may receive calls in their rooms from 6 a.m. to 9 p.m. floor of the main building, offers the latest specials Incoming calls received after 9 or before 6 a.m. must go and delicious entrées as well as baked cookies, pies through the operator. and healthy menus for healthy living. To place a local call free of charge at any time, dial 9 + the CHRISTUS Good Shepherd Cafe/Hours number. Long-distance and toll-free calls can be made at 2nd Floor Cafe Breakfast: 6:30 a.m. to 10 a.m. any time by dialing 9 + 0 + the number. Long distance calls must be made using a credit card or by calling collect. Grab-n-Go Items: 10 a.m. to 11 a.m. Lunch: 11 a.m. to 2 p.m. Calling 911 Grill and Grab-n-Go Items: 2 a.m. to 5 p.m. Persons needing to call 911 may directly dial 911 from any Dinner 5 p.m. to 1 a.m. hospital phone without entering any special characters. CHRISTUS Good Shepherd Fresh Express/Hours Cell Phones and Electronics Monday through Friday: 5:30 a.m. to 9 p.m. Saturday Guidelines for use of electronics are: and Sunday: 6:30 a.m. to 9 p.m. • Photographic use of camera phones is prohibited in Vending Machines all patient-care areas or should be left to the patient’s discretion. Vending machines offering snacks and beverages are located throughout the hospital. Ask your nurse for • When patients are on oxygen, electrically operated the one nearest your room. At discharge, your nurse non-hospital equipment and aerosol products are not will give you a copy of all your medications you need permitted. to take and education around any new medications. It is important that you keep a list of your medications Valuables nearby, either in your wallet or purse, in case of If you have small valuable items with you that you cannot emergencies. send home, such as a ring, cash or credit cards, you may deposit them in the safe in the Security Office. The Hygiene hospital does not accept responsibility for items of value 6 While you are here we encourage you to keep as normal of a routine as possible. If you are able to in the gift shop. Well wishes may also be sent to patients bathe or shower, we will give you clean towels, with CHRISTUS Good Shepherd Health e-Grams. n washcloths, a fresh gown and other necessary items

i o for personal hygiene. If you need assistance, discuss Food and Nutrition Services t with your nurse and we will help you during your stay. Wholesome, nourishing and well-balanced meals are an important part of your treatment and recovery. Patients Fire Safety are served breakfast between 7 a.m. and 9 a.m.; lunch

r m a We periodically conduct fire drills. If you hear an between 11 a.m. and 3 p.m.; and dinner between 4 p.m.

o alarm, stay where you are. In the event of an actual and 6 p.m. Occasionally, your meal may be delayed if you emergency, hospital staff will notify you. are scheduled for a special test or treatment. n f You will be served as soon as possible after an Smoking examination or test. A catering associate will visit you t I Smoking and the use of tobacco products is not prior to each meal period to assist with meal selection. n permitted anywhere in the hospital or on hospital If you are on a special diet prescribed by your physician,

i e grounds. Patients who use tobacco products can you will receive menus tailored to your specific needs. t receive special snacks and nicotine alternatives

a A family member or friend is welcome to eat in your room are available by physician order. Also, electronic with you by purchasing a meal in the cafeteria and taking P cigarettes are not permitted anywhere in the it back to your room. hospital. Gift Shop Proceeds Electrical Appliances All proceeds from the gift shop benefit CHRISTUS Good 1) It is the policy of CHRISTUS Good Shepherd that Shepherd Medical Center – Longview. Because we are a personal electrical appliances used for hygiene will nonprofit organization, all excess revenue is reinvested be allowed in patient areas other than “Electrically in facilities or equipment, to finance renovations, or to Susceptible Patient Areas” under the following provide new services. conditions: Gifts for Patients 2) Visual inspection for general condition/damage by nursing service. Visitors should check with the nurse before bringing gifts of food or drink to patients. Please check with Patient must be coherent and not sedated when the nurse to make sure your gift is appropriate. Due to using. safety and risk concerns, we kindly ask that visitors do 3) Battery operated devices are excluded from these not bring latex balloons into the hospital. Intensive care guidelines and may be permitted. Items excluded patients are unable to accept gifts and flowers. from this include heating pads, space heaters and other devices that contain a heating element. Gift Shop The hospital’s gift shop is located on the first floor Televisions across from the Main Waiting Area. Proceeds from gift Televisions are provided in each patient’s room. Your shop sales benefit CHRISTUS Good Shepherd Medical remote control for the television is located on the Center – Longview. The shop offers mylar balloons, cards, same device that has the nurse call button. You can flowers, plants, stuffed animals and other unique gift adjust the volume and change the channel using this items, as well as newspapers, snacks and personal remote. Please be considerate of others and keep care items. The shop is staffed by volunteers. If you’re the TV volume down and please remember to turn interested in volunteering, please call 903-313-2198. off your television at bedtime. Channel listings are Hours of Operation located at the back of this guide. Monday - 8 a.m. - 4 p.m; Tuesday - Thursday - 8 a.m. - 6:30 Mail p.m.; Friday - 8 a.m.- 4 p.m.; Saturday - 10 a.m. - 2 p.m. Sunday - 1 p.m. - 4 p.m. Letters and packages will be delivered to you by a hospital volunteer. Any mail received after you are (Weekend hours may vary) discharged will be forwarded to your home address. Department of Pastoral Care Outgoing mail may be taken to the nurses station or During your stay, hospital chaplains are available to given to a volunteer. Stationery and cards are available 7 provide spiritual and emotional support to you and your family. Upon request, a hospital chaplain will facilitate call 877-486-2048. If you’re in the hospital more than a connection with a local minister of the same faith as the few hours, always ask your doctor or the hospital staff p patient. A hospital chaplain can also help discuss and if you’re an inpatient or an outpatient. If you have a complete advance directives when needed. If you would Medicare Advantage Plan (like an HMO or PPO), costs and coverage may be different. Check with your plan. k U like to visit with a hospital chaplain, please ask a nursing

a staff member to connect you with the chaplain on call. e Speak Up ------

p Chapel The CHRISTUS Good Shepherd Chapel provides a place What Do I Pay as an Inpatient? for patients, families and staff of all faiths to come for Medicare Part A (Hospital Insurance) covers inpatient quiet prayer and reflection. The chapel is located on hospital services. Generally, this means you pay a one- the first floor, across from the SICU waiting area and

n & S time deductible for all of your hospital services for the the visitor elevators and is open 24 hours a day, seven first 60 days you’re in the hospital. Medicare Part B

i o days a week. Visitors of all faiths are welcome to visit (Medical Insurance) covers most of your doctor services t the chapel for worship services, prayer and meditation. when you’re an inpatient. You pay 20% of the Medicare- approved amount for doctor services after paying the Are You a Hospital Inpatient or Outpatient? Part B deductible.

r m a If You Have Medicare - Ask!

o Did you know that even if you stay in the hospital How You Can Help Us Care for You overnight, you might still be considered an “outpatient?” As a patient at CHRISTUS Good Shepherd Medical n f Your hospital status (whether the hospital considers Center – Longview, you can expect to receive state- you an “inpatient” or “outpatient”) affects how much of-the- art medical care from dedicated and talented t I you pay for hospital services (like X-rays, drugs and medical professionals. We will also need your help and n lab tests). Your hospital status may also affect whether involvement during your treatment. Here are some things

i e Medicare will cover care you get in a skilled nursing you can do to help us care for you: t facility (SNF). An inpatient admission begins the day

a • Answer questions about your health and medical you’re formally admitted to the hospital with a doctor’s history completely and honestly. It is also important to P order. The day before you’re discharged is your last provide us with accurate information about payment inpatient day. You’re an outpatient if you’re getting arrangements. emergency department services, observation services, lab tests or X-rays and the doctor hasn’t written an • Your doctor will explain to you your medical condition, order to admit you as an inpatient even if you spend the the treatments that are available and the benefits, risks, night at the hospital. You will be notified within 24 hours and possible results of the treatments. Sometimes this of admission if you are in observation status when you information can be hard to understand. Please ask receive an Observation Letter. questions to confirm which part of your body will be operated on. What Do I Pay as an Outpatient? • Notify your doctor or nurse if your condition changes or Medicare Part B covers outpatient hospital and doctor you experience pain. services. Generally, this means you pay a co-payment • Follow the treatment instructions given to you carefully. for each individual outpatient hospital service. This If a family member will be helping you during your stay amount may vary by service. or at home, ask your doctor to explain the treatment and Note: The co-payment amount for a single outpatient instructions to them too. hospital service can’t be more than the inpatient Speak up if you have questions or concerns. If you still hospital deductible. In some cases, your total co- do not understand, ask again. It is your body and you payment for all services may be more than the inpatient have a right to know. hospital deductible. Part B also covers most of your doctor services when you’re a hospital outpatient. You • Your health is very important. Do not worry about being pay 20% of the Medicare-approved amount after the embarrassed if you do not understand something that Part B deductible. your doctor, nurse or other health care professional tells For more detailed information on how Medicare covers you. Ask questions or ask them to clarify. hospital services, including premiums, deductibles and co-payments, visit www.medicare.gov or call 8 800-MEDICARE (800-633-4227). TTY users should Pay attention to the care you get. Always make sure medicines together. Do the same thing with vitamins,

p you are getting the right treatments and medicines by herbs and over-the-counter drugs. the right health care professionals. Do not assume • Carry an up-to-date list of the medicines you are taking anything. in your purse or wallet. Write down how much you take k U • Tell your nurse or doctor if something does not seem right. and when you take it. Go over the list with your doctor a and other caregivers.

e • Expect health care workers to introduce themselves.

p Look for their identification (I.D.) badges. If you do not • CHRISTUS Good Shepherd requests that patients do know who the person is, ask for their I.D. not keep medications from home in their hospital room S • Notice whether your caregivers have cleaned and not to take any medicines that their health care their hands with soap and water or a sanitizing rub. providers do not know about. Hand washing is the most important way to prevent Preventing Falls infections. Many falls occur when patients try to get out of bed • Make sure your nurse or doctor checks your I.D. either to go to the bathroom or walk around the room by wristband and asks your name before he or she gives themselves. If you need to get out of bed: you your medicine or treatment. • Use your call button to ask for help getting out of bed if Ask a trusted family member or friend to be your you feel unsteady. advocate (advisor or supporter). • Ask for help going to the bathroom or walking around • Your advocate can ask questions that you may not the room or in hallways. think about when you are stressed. Your advocate can • Wear socks that are less likely to slide or footwear. also help you remember answers to questions you have asked or write down information being discussed. • Lower the height of the bed and the side rails. • If you are in a private room, ask your advocate to stay • At CHRISTUS Good Shepherd, the bed alarm may be with you, even overnight, when you are hospitalized. activated and sound on beds of patients at high risk for You may be able to rest better. falls. • Make sure this person understands the kind of care Talk to your doctor if your medicine makes you sleepy, you want and respects your decisions. light-headed, sluggish or confused. Ask how to reduce these side effects or if you can take another medicine. • Your advocate should know who your health care proxy decision-maker is; a proxy is a person you Preventing Infections choose to sign a legal document so he or she can make Here are four easy things you can do to prevent infection. decisions about your health care when you are unable to make your own decisions. Your advocate may also 1) Clean your hands. be your proxy under these circumstances. They should Happy birthday to you! Wash your hands with soap and water know this ahead of time. for 15 to 20 seconds. That’s about the same amount of time that • Talk to your doctor and your family about your wishes it takes to sing the “Happy Birthday” song twice. regarding resuscitation and other lifesaving actions. • If soap and water are not available clean them with Know what medicines you take and why you take alcohol-based hand sanitizers. Rub the sanitizer all over them. Medicine errors are the most common health your hands, especially under your nails and between care mistakes. your fingers, until your hands are dry. • Do not be afraid to tell the nurse or the doctor if you • Clean your hands before touching or eating food. think you are about to get the wrong medicine. • Clean them after you use the bathroom, touch objects • If you do not recognize a medicine, double-check that in the hospital room or change a diaper. it is for you. Ask about medicines that you are to take 2) Make sure health care providers clean their hands and by mouth before you swallow them. wear gloves. • Whenever you get a new medicine, tell your doctors • Doctors, nurses and other health care providers come and nurses about allergies you have or negative into contact with lots of bacteria and viruses. So before reactions you have had to other medicines. they treat you, ask them if they’ve cleaned their hands. • If you are taking a lot of medicines, be sure to ask • Health care providers should wear clean gloves when 9 your doctor or pharmacist if it is safe to take those they perform tasks such as taking blood, touching wounds or body fluids or conducting an exam. procedure to help prevent infection. Let your doctor

p 3) Cover your mouth and nose. know if you have any allergies to medications. • Many diseases are spread through sneezes and What are Advance Directives? coughs. When you sneeze or cough, the germs can k U You have the right to make decisions about your travel three feet or more. Cover your mouth and a own medical treatment. These decisions become

e nose to prevent the spread of infection to others. more difficult if, due to illness or a change in mental

p • Use a tissue! Be sure to clean your hands after condition, you are unable to tell your doctor and

S coughing or sneezing. loved ones what kind of health care treatments you want. That is why it is important for you to make • If you don’t have a tissue, cover your mouth and your wishes known in advance. Here is a brief nose with the bend of your elbow. description of each kind of Directive: 4) Maintain current vaccinations to avoid disease and fight the spread of infection. Living Will Make sure that your vaccinations are current, This document contains a set of instructions even for adults. Check with your doctor about documenting your wishes about life-sustaining immunizations you may need. medical care. It is used if you become terminally ill, incapacitated or unable to communicate or make Vaccinations are available to prevent these diseases: decisions. A living will protects your rights to accept Chicken pox, Mumps, Measles, Tetanus, Shingles, Flu, or refuse medical care and removes the burden Diphtheria, Hepatitis B, Meningitis, Whooping cough for making decisions from your family, friends and (Pertussis), German measles (Rubella), Pneumonia medical professionals. (Streptococcus pneumonia), Human papillomavirus (HPV) Medical Power of Attorney The Joint Commission is the largest health care This document allows you to appoint a person accrediting body in the United States that promotes (agent) to make medical decisions if you are unable quality and safety. The Joint Commission is the to do so. Choose someone you know well and trust source for the information in this Speak Up section. to represent your preferences. Isolation Be sure to discuss this with the person before Depending on your illness, we may need to protect naming them as your agent. Remember that an ourselves and others by wearing gloves, gowns or agent may have to use their judgment in the event masks. If you are placed in isolation precautions, of a medical decision for which your wishes aren’t your caregiver will review the specific requirements known. with you. Let caregivers know if you have had an infection in the past. Out of Hospital DNR This directive allows competent adults to refuse Going to Surgery? certain life-sustaining treatments in non-hospital If you are here for a surgical or invasive procedure, settings where health care professionals are called there are several activities that we undertake to to assist, including hospital ERs and outpatient help keep you safe; settings. • Your physician and care team will confirm your identity, and the nature and side or site of your Accessing Current Advance Directive procedure with you. If you believe any of this You will be asked if you have an Advance Directive information is incorrect, notify staff immediately. when you register as a patient at CHRISTUS Good Shepherd Medical Center. If you have such a • The site or side of your procedure may be marked document, a copy will be placed in your medical prior to the procedure being performed. This is record and will be reviewed periodically with you or to assure that the procedure is performed on the your surrogate decision maker. correct part of your body. You will be asked to confirm that the correct side or site is being marked. Your Advance Directive cannot be honored if a copy is not available in your medical record. You have • Your surgical site may have the hair removed the right to change, delete or add to your Advance prior to surgery using electric clippers and the skin Directive at any time. You will have access to care cleaned with antiseptic soap. whether or not you have an Advance Directive. 10 • You may be given antibiotics before and after your FYI What information is protected?

p For more information about Advance Directives or to • Information your doctors, nurses and other health care obtain forms, please call the Social Work department providers put in your medical records. at 903-315-2443 or the Chaplaincy department at 903- • Conversations your doctor has with nurses and others k U 315-2636. regarding your care or treatment. a Various health care professionals at CHRISTUS Good e • Information about you in your health insurer’s computer Shepherd Medical Center, such as social workers,

p system. chaplains, nurses, and physicians, are available to S help you and your family discuss concerns you may • Billing information about you at your clinic. have about life-sustaining treatment or other ethical • All health information about you held by those stated in issues. The Medical Center’s Ethics Committee can the “who must follow this law” section. also assist patients, families and staff with these issues. To contact any of these resources, speak with You have rights over your health information. your nurse. Providers and health insurers who are Privacy & Your Health Information required to follow this law must comply You have privacy rights under a federal law that with your right to: protects your health information. These rights are • Request to see your health records. Please note that important for you to know. Federal law sets rules there may be a fee associated with receiving a copy of and limits on who can look at and receive your health your health records. information. • Request for an amendment to be made to your health If you believe your health information was used or information must be done in writing. shared in a way that is not allowed under the privacy law or if you weren’t able to exercise your rights, • Receive a notice that tells you how your health you can file a complaint with your provider or health information may be used and shared. insurer. • Decide if you want to give your permission before your Please call the compliance hotline at 1-844-444- health information can be used or shared for certain 8440 or you can also file a complaint with the U.S. purposes, such as for marketing or fundraising. government. Go online to www.hhs.gov/ocr/hipaa/ for • Get a report on when and why your health information more information. was shared for certain purposes. A separate law provides additional privacy protections • File a complaint. to patients of alcohol and drug treatment programs. For more information, go online to www.samhsa.gov. To make sure that your health information To view the complete Notice of Privacy Practices for is protected in a way that doesn’t interfere CHRISTUS Health, please visit www.christushealth.org. with your health care, your information can be used and shared: Who Must Follow this Law? • For your treatment and care coordination. • Most doctors, nurses, pharmacies, hospitals, clinics, • To pay doctors and hospitals for your health care and nursing homes and many other health care providers. help run their businesses. • Health insurance companies, HMOs, and employer • With your family, relatives, friends or others you identify group health plans. who are involved with your health care or your health • Certain government programs that pay for health care bills, unless you object. care, such as Medicare and Medicaid. • To make sure doctors give good care and nursing homes are clean and safe. • Covered business associates that may come into contact with personal health information in a vendor • To protect the publics health, such as by reporting relationship. when the flu is in your area. To make required reports to the police, such as reporting gunshot wounds. • Covered entities include health care providers, health plans (including all private, government and employer Patient Privacy at CHRISTUS Good Shepherd provided health plans), health care clearinghouses The staff at CHRISTUS Good Shepherd strives to respect and qualified business associates (BA). 11 the privacy of all patients. Discussions, examinations, and treatment are confidential and will be discreetly You Have the Right to: conducted. In addition, you have the right to:

s • Be informed of the hospital’s rules and regulations as

e • Close the curtain around your bed or close the door they apply to your conduct. i

t any time you want privacy. • Expect privacy and dignity in treatment consistent i

l • Request no visitors. with providing you with good medical psychiatric care. i

b • Request confidential status to protect your identity • Receive considerate, respectful care at all times and i as a hospitalized patient. under all circumstances. s

n • Request a transfer to another room if you are • Expect prompt and reasonable responses to your

o unreasonably disturbed by another patient and/or questions.

p visitor. Every effort will be made to accommodate. • Know who is responsible for authorizing and s Patients are assured confidential treatment of their performing your procedures or treatments. e medical records and may approve or refuse their • Know the identity and professional status of your R

release to any individual outside the Medical Center. caregivers. We respect your right as a patient and that of your &

legally designated representative to have access to • Know what patient support services are available, s your medical record, and assure you that it will be including access to an interpretation service if language t accessed only by those involved in your care and is a problem. h treatment or as otherwise providers by law.

g • Have access to your medical records according to i How do I get copies of my medical records? hospital policy. R To receive a paper or compact disc (CD) copy of your • Be informed of the nature of your condition, proposed treatment or procedure, risks, benefits and prognosis,

& medical records, please visit the Health Information Management (HIM) desk located in the front hospital and any continuing health care requirements after your

p discharge in terms you can understand. Be informed of lobby, Monday through Friday, 8 a.m. to 5 p.m. medical alternatives for care or treatment. U You then need to complete an authorization (18 year • Refuse treatment, except as otherwise provided k olds must sign for themselves and husband and wife

a by law and to be informed of the consequences of cannot retrieve each other’s medical records.) The

e your refusal. Receive access to medical treatment patient must give written authorization to the patient’s

p or accommodations regardless of race, sex, gender spouse in order for the spouse to obtain copies of

S identity, creed, sexual orientation, national origin, medical record. You must provide a picture I.D. Please religion, literacy level, physical handicap or sources of allow 48 hours for records to be copied. If the records are to be used for continued patient care such as for payment. a consultation with another physician, for therapy • Designate/decide to receive visitors and who may evaluation etc., the HIM department will be happy to visit and withdraw such consent at any time. copy and mail them for you at no charge. • Designate a support person for visitation. If records are for an attorney, insurance company or personal use there is a charge, based on State laws. Concerns? There is a fee associated with taking printed copies of If you have concerns about the care you or your family medical records. These fees are in accordance with member received, we encourage you to speak with your the Texas Health and Safety code 241.154. physician, your nurse, the Clinical Director or House Additionally, CHRISTUS Good Shepherd Medical Supervisor. You may also contact Guest Relations at Center offers free electronic access to limited hospital extension 112630. records via the Patient Portal. You also have the right to file a complaint with the state For more information on the patient portal or to request as well as with the Joint Commission on Accreditation your individual access code, please call 903-315-2005. of Health-Care Organizations. Complaint hotline: 888-973-0022 Rights & Responsibilities Form: Health Facility Complaint Form As a patient, you have the right to respectful and con- Email: [email protected] siderate care. In addition, there are specific rights and Fax: 512-834-6653 Mailing Address: responsibilities you have during your hospital stay. 12 Health Facility Compliance Group (MC 1979) Texas Department of State Health Services • Knowing the consequences of your own actions if P.O. Box 149347, Austin, TX 78714-9347 you refuse treatment or do not follow the health care e providers’ instructions. Joint Commission 800-994-6610 [email protected]

r g • Being considerate of the rights of other patients and You may also request a Medicare beneficiary- initiated hospital personnel and to follow hospital policy and Peer Review of the facts in your case. You may make regulations regarding care and conduct. this request directly to the Peer Review Organization c h a by contacting Kepro at 1-844-430-9504. • Fulfilling your financial obligations to the hospital as s

i promptly as possible.

D Care of the Dying Patient/Terminally ill patients have the right to:

& Discharge ------• Comfort and dignity s Case Management/ Social Work Department

e • Treatment of primary and secondary symptoms

i We believe patients and families are experts in the care

t • Effective pain management

i of the patient. The hospital and medical staff work in l

i • Response to patient/ family psychosocial, spiritual partnership with patients and families to form a “Care

b and cultural needs Team.” i

s • Know if the medical treatment prescribed for you is Your nurse and physician along with professionals from our case

n for experimental purposes and to give your written management and social services departments will work together

o consent to participate if you choose. to help you and your family with any concerns or needs. We want to work with you to ensure you receive the right care in the p • Participate in the decision-making process related s right place at the right time to aid in your recovery. Creating a to the plan of your care. e discharge plan helps you prepare for follow-up care, as well as

R • Have access to professionals to assist you with medications, activity, special instructions and dietary needs. emotional and/or spiritual care.

& What is Discharge Planning? • Exercise your cultural values and spiritual beliefs s as long as they do not interfere with the well-being Discharge planning helps you and your family prepare for t of others or the planned course of any medical care. the transition from hospital to home or to another facility h such as assisted living or nursing home. Patients may

g • Participate in the discussion of ethical issues that

i need additional services such as home care, medical may arise. equipment, therapy, etc. R • Express concerns regarding any of these rights in Our goal is to complete your discharge as soon as possible. accordance with the grievance process. Well will start your discharge planning on the day you are • Formulate Advance Directives and appoint a admitted by assessing your needs. We will need patient/ surrogate to make health care decisions on your representatives help and participation to develop the best behalf to the extent permitted by law. discharge plan of care. You are Responsible for: Questions to think about before your • Providing accurate and complete information discharge to your health care providers about your present • Can I care for myself at home? and past medical conditions and all other matters pertaining to your health. • Who can help me when I go home? • Reporting unexpected changes in your condition to • Where can I go if I am not able to return home? your health care providers. • Do I have all the supplies and equipment that I need at • Informing your health care providers whether or home? not you understand the plan of care and what is • What medications will I be taking at home? expected of you. • When do I need to take my next dose of medication? • Following the treatment plan recommended by your health care providers. • Do I have everything I brought with me to the hospital? • Keeping appointments and, if you cannot, notifying • (Medications, clothes, valuables, equipment, etc.) the proper person. • What follow-up appointments do I have? 13 • Do I have all of the educational information I was your diet, activities, medication or other matters, please

e given while in the hospital? ask your nurse before being discharged. • Do I have transportation to go home and to follow-up Be sure you are clear about discharge information, r g appointments? including: instructions about continued care, any follow- up visits you may need, directions about medicines you Going Home need that are new, those that you should resume taking c h a When your doctor decides you are ready to leave the and those that you should stop taking. hospital, a discharge order will be written. You will need to make arrangements with a family member or How to Compliment a Staff Member D i s friend to help you get home. Would you like to compliment a staff member or physician for providing excellent service? Simply email Before leaving the hospital, make sure you and your [email protected] with your comments and we will caregiver have read your discharge instructions and ensure any staff member mentioned will be recognized. fully understand them. If you have any questions, ask your physician or nurses. Personal Belongings What is a Plan of Care? Collect all of your belongings and double check closets and drawers. If you have anything stored in the hospital A Care Plan is a plan for meeting the needs of a specific safe, call the Public Safety Office at extension 111810 patient. The needs of the patient are identified and and an officer will bring your belongings to you. goals are developed by the Care Team. The Care Plan is revised as the goals and needs change. Transportation Service If you have concerns about your care/recovery at home When you are ready to leave the hospital, a member of after you are discharged from the hospital, please the hospital staff will escort you to the front entrance and talk to your physician, nurse, case manager or social help you into your car. If you need to wait for someone to worker, committed to providing you with exceptional pick you up from the hospital, we will bring you to the care to help you heal. Part of this exceptional care Discharge Lounge where you can wait until your ride is helping you plan for leaving the hospital, called arrives. discharge. Our goal is to complete your discharge as soon as Home Health Care possible on the day you are to leave the hospital. Health care provided by medical professionals in a patient’s home to maintain or restore health. It includes a • We understand that you want to return home and wide range of skilled and non-skilled services, including recuperate as quickly as possible nursing care, therapy and aide services. Medicare • We want to help you by beginning to plan your defines home health care as intermittent, physician- discharge the day you are admitted. The RN that ordered medical services or treatment. Medicare Part A completes your admission assessment will also begin and/or Part B covers home health services. the discharge planning process. Durable Medical Equipment (DME) ordered by a doctor We believe the road to your recovery continues after you for use in a patient’s home. Examples are walkers, leave the hospital. We want to work with you to ensure you crutches, wheelchairs and hospital beds. DME is paid receive the right care in the right place at the right time to aid for under Medicare Part B. in your recovery. Creating a discharge plan helps you prepare for follow-up care, as well as medications, activity, special Independent Living instructions and dietary needs. Communities for seniors who are very independent and have few medical problems. Residents live in private Your nurse and physician, along with professionals from our apartments. Meals, housekeeping, maintenance, social case management and social work departments, will work outings and events are provided. together to help you and your family with any concerns or needs. Before leaving the hospital, make sure you and your caregiver have read your discharge instructions and fully understand them. If you have any questions, ask your Assisted Living physician or nurses. An apartment for elderly or disabled people who can no longer live on their own but who don’t need a high level Preparing For Discharge of care. Assisted-living facilities provide assistance Your doctor and/or nurse will give you instructions with medications, meals in a cafeteria or restaurant-like 14 about post-hospital care. If you have questions about 15 Discharge Be sure you understand any instructions you have been you instructions any understand you sure Be be to ready are you when Your determines physician You Discharged When Are care provides that program certified or A licensed Hospice illness chronic with people for facility A residential Home Nursing • • • a with have spoken caregiver your and/or you sure Be leave the to ready are you feels doctor your When Going Home given before you leave the hospital. leave the you before given notes. and ask take to afraid be don’t activities, or diet your restrict have to you if or take, must you medications what do, need to you what about unsure or confused are you If home. once are you and medications managing treatment your have about you questions any and answer discharge instructions you give will Yourdischarged. and nurse physician herfamily. or and his patient the financial and legal needs of psychological, emotional, spiritual, physical, the and addresses pain and discomfort of management the care emphasizes Hospice ahospital. within or facility freestanding other or a hospice in home, at care canHospice provided be families. their and for ill terminally are who people for loss. memory or disease Alzheimer’s with residents for unit have aseparate also facilities Some illness. or an injury from recovering patients for stays rehabilitative short-term provide also homes nursing Many care facilities. long-term or homes convalescent called also care, and are skilled 24hour provide homes Nursing and toileting. dressing such as bathing, activities living daily their all of or most for assistance need who people elderly particularly disability, or you may need after leaving the hospital. the leaving after need may you services what understand discharge andplanner you smoothly: run process discharge make the to tips a few are Here procedures. discharge our about nurse your speak with Please discharge. ahospital authorize will she heor hospital Social Work at extension 112443. extension at Social Work contact hospital, the from transportation with assistance for any personal items. personal any for transportation to doctors’ appointments, shopping, etc. shopping, appointments, doctors’ to transportation and provide have social activities facilities Most site. on is staff Nursing services. and housekeeping setting Verify your discharge date and time with your nurse or doctor. or nurse your with and time discharge date your Verify Check your room, bathroom and bedside table carefully carefully table and bedside bathroom room, Check your Have someone available to pick you up. If you need you If pick up. you available to Have someone Most insurance companies have COB provisions that that provisions have COB companies insurance Most aterm as COB, to referred Benefits, of Coordination (COB) Benefits of Coordination your to bills submitting for responsible is hospital The for physicians your from bill aseparate receive You will 24- meals, room, your of cost the covers bill hospital The Billing • Medicare has set rules that determine whether a patient apatient whether determine that rules Medicare has set verify to Medicare card your of acopy need We will Medicare your insurance carrier in order for the claim to be paid. be claim to the for order in carrier insurance your with issue this company.insurance resolve You must your to information this provide cannot hospital The occurs. this if you notify made be to will attempt every aclaim and paying before form COB acompleted request Your may insurance guidelines. insurance with comply to order in admission at identified be must priority COB payments. duplicate prevents This incurred. are expenses medical when payer primary the is who determine insurance. and have medical and automobile insurance vehicle accident amotor in involved are occur you when can also This programs. federal two under eligibility is there when or policies individual their on children their carry parents both when or policies insurance other’s each on listed are and wife husband both happens when usually This policies. insurance more or two under covered are you when companies insurance by used bill. hospital your of payment for responsibility final have the you and that company insurance and your you between acontract is policy your claim. You your that remember should expedite to possible doeverything and will company insurance each on statement. printed number callplease the bills, separate these about have questions you If tests. pathology or radiology of results for sources outside You from a bill receive may services. professional their employees. hospital of services and the therapy medication, tests, work, care, laboratory nursing hour criteria set by Medicare to be considered inpatient. inpatient. considered be Medicare to by set criteria certain meet must Apatient outpatient. or inpatient is patient. the of responsibility the are and co-payments, deductibles with along costs, These and others. drugs administered self- evaluations, hearing items, comfort personal procedures, surgery oral some surgery, as cosmetic such and services, items certain for excludes payment specifically Medicare program the that aware be You Medicare claim. your should and process eligibility paperwork for billing, referrals, prescriptions, etc. prescriptions, referrals, billing, for paperwork Make sure you or your caregiver has all necessary has all necessary caregiver your or you Make sure 16 Discharge & Resources Your plan may have special requirements, such as a Your plan have may special requirements, Member or PPO HMO health your of acopy or card Your identification YouIf Insurance Have Health Medicaid Medicaid card. your of a need copy We will Medicaid Financial Representatives are available are Financial to Representatives that ensure to forth have set been guidelines Financial Financial Guidelines Financial and Patient services may not be covered. be not may services care plan and their health your in participate not may specialists physician Some hospital. the in rendered services the of part all or for responsible financially be may you followed, not are plan’syour requirements If plan have met. been your of requirements the sure make to responsibility your is It procedures. or tests certain for precertification or surgicalsecond opinion medical your bill. process to order needed in is Insurance information questions. any clarify to family your of a member or you contact will department Services Financial Patient the of amember coverage, insurance your about aquestion is there If directly. hospital the pay to company insurance your directing aform sign asked to be You will necessary. be may company insurance the or employer your by supplied forms insurance The required. be will card insurance necessary. medically unless room private a of cost the for pay not Medicaid does and items. services of anumber on limitations hasalso payment can made. be financial arrangements satisfactory until rescheduled being procedure your in result may procedure your before make financial arrangements to Failure received. services for responsible financially are they that understand services or procedures threatening life non- and/or elective for pre-registering patients to be self-administered. be to Medicare considers that medications for responsible are you observation, under considered are you If days. two up to for hospital the in be may you observation, under While B guidelines. Medicare’sunder Part covered is which service, an outpatient considered is observation that aware be Please status. appropriate and compliant the ensure to physician your with closely works Department Management Case Our assistance may be available.assistance and financial financial situation, patient’s on a based arrangements payment discuss Services Resources If you need financial assistance, a representative from the the from arepresentative financial assistance, need you If discuss will office eligibility our from A representative Uninsured? Services Financial Patient the from A representative an is financial assistance for qualifying A patient A registered dietitian will review your medical record and medical your record review will dietitian A registered Dietitians and consists charge by nurses led is team nursing The Nurses directing for responsible is you admits who physician The Physicians Definitions Staff program, please call 903-315-5200. call please program, To this Program. discuss Assistance Financial Shepherd’s Good CHRISTUS for qualify you if determine to situation personal your can evaluate also They plan. payment interest a no establish to you with can work Office Business call 903-315-5200. please To financial aid. a representative, federal contact and state county, all local, for applications completing in you assist will They you. with financial arrangements 5p.m. to 8a.m. from Friday through Monday 800-766-4762 or 903-315-5200 calling by Services Financial Patient You area. contact may registration any at You can make apayment hospital. the of procedures and billing financial policies the interpret you and help bill hospital your about questions can answer Department procedures. or services any to prior secure assistance and to scheduled are services time the at people these identify to designed are financial guidelines medical The care. and needs underinsured or uninsured is who individual after you are discharged. are you after follow to need may you diets any about you educate to available also are dietitians Registered you. care plan for anutrition develop to care team health your with work clock. the available around is staff nursing The assistants. nurse and nurses vocational licensed nurses, registered of stay. your during you care for provide will care team ahealth physician, your of direction the Under illness. your about have questions you if consulted be should program, treatment your for coordinator Your care. as the your physician, for making plan and decision the in participate to right have the However, you hospital. the in are you care while your ------17 Resources While you are in the hospital all of your medications are are medications your all of hospital the in are you While Pharmacists diagnostic provides Medical Imaging Department The Imaging Medical the meeting in medical staff the assists Laboratory The Clinical Laboratory for consulted be may Department Social Work The Social Workers care by health patient coordinate managers Case Managers Case with and assist perform professionals health Skilled Technicians and Technologists dedicated solely are who practitioners are Hospitalists Hospitalists –Longview Shepherd Good CHRISTUS MarchIn 2010, Residents speech therapists, occupational therapists, Physical Therapists Rehabilitation any questions you may have regarding your medications. your have may regarding you questions any can answer They pharmacists. hospital our by dispensed radiologists. credentialed appropriately qualified, by and interpreted technologists registered by provided are Services equipment. high-tech of use the through testing time. possible shortest the in results quality highest the receives physician your ensures equipment Technologically advanced laboratory aday, aweek. days hours seven 24 patients needs of intervention. crisis for needs or specialany discharge-planning and complete. seamless is recovery care and your of detail case every managerthe ensures care providers, health and other medical technologists physicians, nurses, with working By care process. health the through family and his/her patient the assisting injury. or illness your and treating diagnosing in help that procedures and other therapy radiation catheterization, cardiac MRIs, scans, CT ultrasound, mammograms, X-rays, including procedures, and other laboratory patients. hospitalized medical care to of delivery the to Medicine. Internal in training medical receiving and are school completed have physicians resident Our physicians. resident of group first our to home became the Shepherd Good CHRISTUS 2012, In program. medicine residency internal athree-year establish to Tyler in (UTHSCT) Center Texas Science of Health University the with partnered illness. or injuries your of extent the on based intervention, long-term to consultation brief from range may Therapy recovery. goals of meet help medical to and your team family your you, with work will and audiologists pathologists

Assists survivors and caregivers as they cope with cope with as they and caregivers survivors Assists Support Stroke cardiac patients for and support information Provides Hearts Helping the for prepare and families caregivers patients, Helps Group Alzheimer’s Works, Joint program, replacement joint our Additionally, of variety a wide treats ministry services orthopedic Our Rehabilitation Inpatient CHRISTUS Good Shepherd Medical Center -Longview Medical Center Shepherd Good CHRISTUS Rehabilitation Inpatient pulmonary provide therapists respiratory Experienced Pulmonary Services each our hours year to of thousands give Volunteers Volunteers who have undergone interventional procedures. interventional have undergone who disease. changes the caused by lifestyle called Makoplasty. system orthopedic a robotic using osteoarthritis stage mid- to early treat to used procedure replacement knee partial invasive aminimally offers also Shepherd Good CHRISTUS rehabilitation. postoperative to education pre-operative care from comprehensive provides which program replacement joint aunique is Works Joint nation. the Top in the programs as of one 125 reviewed and has been Commission Joint from designation advanced certification receive to Texas country and the in programs and knee hip total first the of one was patient. eachto and every care quality provide to together work caregivers other and therapists nurses, surgeons, orthopedic certified board of team trained specially Our and fractures. joints spine, system, multiskeletal the of and diseases injuries 903-315-1926. call please questions, or information additional For work. and social nursing rehab medicalgeneral rehabilitation, speech therapy, therapy, occupational therapy, physical include Services impairments. neurological treating specializes in staff trained highly our approaches, advanced treatment Using unit. rehabilitation inpatient accredited Facilities) Rehabilitation of Accreditation on (Commission CARF a26-bed hosts available 24 hours aday, aweek. days hours seven available 24 are services other and various management, ventilator gases, blood arterial treatments, such as breathing services, Pulmonary orders. physicians’ upon based infants to adults from patients of arange to services patients. and escorting shop gift the operating and flowers, mail delivering desk, information the staffing including hospital, the throughout support provide They families. and their patients our care of enhance to the hospital

18 Resources 12CBS-19 TX 9 MY 8 CW ABC-7 7 5 NBC-56 4 TBN 3FOX-51 PBS-24 2 same the on located is television the for control Your remote Television For For providing to committed is Shepherd Good CHRISTUS Others Help Us Helping disabled aged, or ill, chronically of caregivers for Support 800-896-3650 www.nfcacares.org Association Caregivers National Family who professionals and the caregivers family for Support www.caregiving.org National Alliance Caregiving for Medicare with people for site government U.S. Official www.medicare.gov 800-MEDICARE U.S. the throughout aging services locating with Help www.eldercare.gov 800-677-1116 Eldercare Locater the of caregivers for and support referrals information, I www.caps4caregivers.org 800-227-7294 Parents Aging of Children care on giving and articles groups support Online www.caregiving.com Aging on Administration the from resources Caregiver www.aoa.gov Resources Caregiver obtain to cancer survivors prostate for an opportunity Offers Too Us, the volume and change the channel using this remote. remote. this channel and change using volume the the You can located. is adjust call button nurse the where device life insurance, among other gift options. options. gift other among insurance, life and through will your in Medical Center Shepherd Good You CHRISTUS remember also may stocks. or card credit check, cash, of form can made be the in gifts deductible Tax- community. our care for better to and facilities programs enhance us help also services, our will gift Your Foundation. Shepherd Good CHRISTUS the to acontribution making by pay. You can others help us help to ability patient’s the of care regardless health quality ones loved them serve ill. and chronically elderly topics. and related disease their on information current astroke. changes following lifestyle Shepherd Foundation at 903-315-5294 or visit gsmc.org. gsmc.org. visit or 903-315-5294 at Foundation Shepherd more information, contact the CHRISTUS Good Good CHRISTUS the contact information, 40 Univision-Spanish 40 MSNBC 38 CNBC 37 Bloomberg 36 Planet Animal 35 Channel Disney 34 Channel Learning The 33 Discovery 32 Classic ESPN 31 Radio XM 30 News ESPN 29 News Headline CNN 28 ESPN2 27 ESPN 26 News FOX 25 Weather 24 CNN 23 TBS 22 TNT 21 USA 19 Family 18 ABC AMC 17 Network Sports 15 FOX Education** 14 Patient • • 903-237-2624 Health: Indigent County Gregg Clinics Care Primary • • for them Dial 211 contact to Way Infoline: United and General Information for Resources Focuses on management of high blood pressure, pressure, blood high of management on Focuses and Longview in live who individuals for free are Services Clinic: Compassion Alpine Ph: 903-753-3561 assistance (not accessible from hospital phones) hospital accessible from (not assistance violence, food assistance, and many others. and many assistance, food violence, domestic abuse, and substance health mental housing, transportation, disabilities, with people for services transportation, medical and legal services, assistance, such as needs, financial of avariety meet agencies help to County. Gregg of aresident are you that documentation provide diabetes, and high cholesterol. May also assist with with assist also May cholesterol. and high diabetes, 903-753-3561. at Ministries Community Longview contact You can eligibility. for Ministries Community Longview by screened be You must guidelines. eligibility other meet bills. hospital for paying and help medications, with Medical Care Medical Ministries, 506 N. Second St. Longview, Texas, 75601, Longview, St. Second N. 506 Ministries, Community Longview Medicaid contact of types certain To sign up for state benefits such as food stamps and stamps such as food benefits To state up for sign Provides access to a primary care doctor, assistance care doctor, assistance aprimary access to Provides You must be indigent (have little or no income) no or and (have little indigent be You must Information and referral on local resources and local on resources and referral Information removal of teeth if needed. s

e Wellness Pointe: 903-758-2610 c • Clinics available in Longview, Gilmer, and Kilgore (same contact number for all).

u r • Offers a variety of medical and dental services on a

o sliding fee scale. You must provide proof of income. s

e Faith Clinic: 903-407-1008 • Provides free primary care services to residents of R Harrison County. • Focuses on management of chronic conditions, such as high blood pressure, diabetes and high cholesterol. www.needymeds.org Website offering information on assistance programs provided by certain drug manufacturers for their medications. Also includes information on discount mail-order pharmacies and assistance programs for management of certain diseases. Notes

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