Information for Patients and Visitors

Mission To enhance the quality of life for the residents and visitors of Dare County and the surrounding region by promoting wellness and providing the highest quality healthcare services.

Vision To be the preferred healthcare provider, employer of choice and a national leader in meeting the needs of the community we serve.

Values Integrity Compassion Education Accountability Safety Teamwork

Information for patients and visitors

4800 South Croatan Highway Nags Head, NC 27959 www.theOBH.com 252-449-4500

6/2017 The Outer Banks Hospital is part of Vidant Health and Chesapeake Regional Healthcare.

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______number Room Welcome Contents Important telephone numbers Message from the president 1 How to make phone calls There is no need to dial 9 to make outside calls. Getting settled 2 General information Patient services 5 252-449-4500 If you need general information, you can contact the Partners in your care 6 operator at any time.

Tell us now 6 Tell us now - More information on page 6 252-449-4550 Healthcare decisions 7 Please tell any member of your healthcare team if you have any compliments or concerns to share. Please share Patient rights and responsibilities for rst with your nurse or nurse manager. If you do not feel your concerns were resolved and you still need assis- adults 8 tance, please contact our Guest Relations Coordinator at the number listed above. Patient rights and responsibilities for children and teens 10 Interpreter services - More information on page 5 Interpreter services are available to facilitate Going home 11 communication with those patients who do not speak English as their primary language of communication or Your rights regarding discrimination 11 for those patients who are identi ed as deaf, speech impaired and/or hard of hearing. Should you feel you need these services, please speak with the staff on the unit. S.M.A.R.T. checklist 12 Emergency response team Notes 12 252-449-4500 If you notice serious medical changes with a patient, and you are concerned that there is a medical emergency that requires immediate attention, please address these concerns with your nurse. If you are still concerned, please contact our operator at the number listed above and request the Emergency Response Team.

Chaplains 252-449-4500 Volunteer Chaplains are on call 24/7; if you would like a Chaplain to visit you, please inform your nurse or contact our operator.

On behalf of the board of directors, physicians and staff, I welcome you to The Outer Banks Hospital. Our dedicated and compassionate team is focused on you and your healthcare needs during your stay with us. We will work to create a healing environment that ensures your privacy, safety and comfort.

While you are here, our highly qualiﬁed physicians, nurses, technicians, therapists and other specialists will provide expert medical treatment in a warm and caring environment, where your family is part of your healthcare team.

The Outer Banks Hospital is a private, We hope that the information in this booklet answers your questions and not-for-proﬁt hospital located in Nags helps you prepare for your hospital visit. While we strive to anticipate Head, North Carolina, that offers a range of your needs, we know that you may have questions or desire additional inpatient and outpatient services. information. Please feel free to speak with any member of your healthcare A member of the American Hospital team. We are pleased to provide you with the information and services that Association and fully accredited by The you need. Joint Commission, The Outer Banks Hospital is part of Vidant Health and Chesapeake Thank you for choosing The Outer Banks Hospital. It is indeed a privilege to Regional Healthcare. The cooperative efforts provide your healthcare services. of these two organizations are testimony to the level of commitment they share for the people of Dare County and the surrounding areas. Ronnie Sloan, FACHE President, The Outer Banks Hospital Visit our websites for more information: TheOuterBanksHospital.com VidantHealth.com ChesapeakeRegional.com

1 Getting settled

Your medicine While you are a patient, it is important for you and your doctor to talk about your medicines. Inform your healthcare team of everything you are taking, including prescription medicines, over-the-counter medicines, vitamins, herbal products, supplements and health food store products.

You should give your personal supply of medications to your nurse until you are discharged, or give them to someone to take home for you. Do not take medicines that you brought from home unless your doctor or someone on your healthcare team tells you that it is OK.

Let your doctor and nurse know if you have any allergies to foods or medicines or have ever had a bad reaction to any drug, food or latex product. Your nurse will make sure you are kept up to date about medicine you are on while in the hospital – what they are, what they look like, what they of the antibiotics designed to treat Patient dining do, at what times they are given and those infections. Therefore, healthcare Meals, including special diets ordered what side effects you should expect providers at The Outer Banks Hospital by your doctor, are planned and or report. Your nurse will bring you the are being careful when prescribing supervised by registered dietitians. A medicines ordered by your doctor. antibiotics. Antibiotic resistance member from our food and nutrition happens when bacteria change in staff will review your menu options Before you are given any medication a way that reduces or eliminates daily to assist you in selecting an option or treatment, you will be asked for the ability of the antibiotic to kill most pleasing to you. If you have any your name and birth date. Make sure the bacteria. You can help prevent concerns regarding your diet, please the healthcare provider has identiﬁed antibiotic resistance by: inform the nursing staff who will assist you correctly before you accept any • Taking your antibiotic exactly as your you. medicine or treatment. If something healthcare provider instructs. doesn’t seem right, talk to your doctor, It is always a good idea to check with • Only taking antibiotics that are nurse or the nurse manager. your nurse prior to eating or drinking prescribed for you. anything that is not provided to you • Not saving antibiotics for the next What you should know about by the hospital – some tests and illness or sharing them with others. antibiotics and antibiotic procedures require fasting. resistance: • Understanding your healthcare provider may not prescribe Antibiotics are drugs used to treat Communication boards antibiotics for every illness. bacterial infections. Using antibiotics You have a whiteboard in your room to the wrong way can lead to antibiotic- provide you with important information Our pharmacists are available to you – resistant infections. Each year in the about your care. You and your family please inform your nurse if you would United States, at least 2 million people are invited to use this board to keep us like to talk with our Pharmacy Team get serious infections with bacteria informed about any questions you may about your medications. that are resistant to one or more have or to write your preferences.

2 Bedside shift report Preventing falls • Keep walking area clear of cords and At The Outer Banks Hospital, we Your safety is our priority. We will clutter. conduct a bedside shift report to keep partner with you to reduce your risk • Leave a light or night-light on. you better informed about your plan of of falling. Your nurse will assess your • Inform us if you notice any spills or care, medications, tests and progress risk of falling and may put additional wet areas. while you are a patient. This involves processes in place to reduce this risk. the nurses conducting a personal The following precautions may lower Valuables bedside report – with you, in your your risk: If you brought valuables such as jewelry room – at each shift change to ensure • Use your nurse call button to ask or cash, please send them home with proper communication of all important for help. family or friends. If you must keep them information. • Keep personal items nearby. with you while you are in the hospital, • Always wear your eyeglasses or In the event you have visitors in your we will offer to lock them in our hearing aids. room at the time of your bedside hospital’s safe. Please request to speak • Wear non-skid socks (provided) or shift report, or anytime you feel with our Police Department regarding shoes when walking. uncomfortable about any information having your valuables secured. • If appropriate, use a cane, crutches being discussed, please let your nurse or a walker to help with balance. know and other arrangements will be • Keep bed rails up. made. If you are sleeping when the shift • Keep bed in a low position. changes, the nurse will wake you for • Sit before standing. your bedside shift report unless you have asked us not to wake you for the report.

MyChart

Who can use MyChart? You are eligible for a MyChart account as a patient of The Outer Banks Hospital or another Vidant Health hospital, of a participating Outer Banks Medical Group/Vidant Medical Group practice, or of an ECU® physician. During your admission to the hospital, you should have either activated your account or received a code to activate it at a later time. All MyChart users can: • Request or cancel appointments. • Fill out forms online, prior to appointments. • Request a reﬁll on prescriptions. • Review important health information such as current medications, allergies, immunizations and other health history. • Download an after-visit summary or discharge instructions. Connecting is as close as your ﬁngertips with Vidant • Give proxy access to a loved one. MyChart. Our secure, online patient portal allows you • Get educational links to learn about a disease or condition. to view your personal information, connect with your • View past or current test results. healthcare team, request appointments, track your health and more. Visit mychart.vidanthealth.com to learn more or to sign up if you have your activation code from your admission or after hospital visit summary.

MyChart® is a registered trademark of Epic Systems Corporation. 3 Family and visitors password is necessary. Feel free to take Dining for families and We understand the importance that advantage of this service to keep in visitors family and friends can play in your touch with family, friends and work. Patients’ family and visitors are invited care. You decide who you would like to to eat in the hospital cafeteria, located have involved in your care. We request Parking on the first floor. that at all times visiting children be Please reference the map in the pocket Cafeteria hours accompanied by an adult other than of the inside back cover of this booklet. Monday – Friday the patient. We do not charge for parking. Hot breakfast We ask that family members and 7:30am – 9:00am visitors: Gift shop • Wash their hands or use hand The gift shop is located on the first Hot lunch sanitizer prior to entering and when floor in the main lobby. Hours vary 11:30am – 2:00pm depending on volunteer availability. leaving a patient’s room. Grab-and-go meals The gift shop accepts cash, check, Visa, • Refrain from visiting when feeling 11:30am – 7:00pm Discover and MasterCard. sick or having signs of an infection or Grab-and-go meals in the cafeteria respiratory illness. include items such as premade • Follow all isolation precautions. Vending machines sandwiches, salads and other sides. Our vending room is located on the first Internet access floor between the main lobby and the The Outer Banks Hospital provides Emergency Department waiting area. complimentary wireless internet access Grab-and-go meals are available in the throughout the hospital. To access vending area, as well as a microwave it, select Guest Wireless. No login or for your convenience. Select vending machines accept credit cards.

4 Patient Language services services

Communication services We offer language services to meet your needs 24 hours a day, 7 days a week, at no charge to the patient. More than 150 languages, including Communication with your healthcare Spanish and American Sign Language, are available by audio or video. team is very important to your safety and peace of mind. We offer these Patients are encouraged to use the professional interpreter resources services at no additional cost. Please in our hospital rather than using family members or friends. All talk with your nurse if you need more interpreters are competent to interpret in the medical environment, information about our communication and all interactions between the patient and staff are guaranteed to services, including written material. be kept strictly confi dential. Hearing and speech impaired If you have diffi culties hearing others, please let your nurse know; we have many services available that may be of assistance, including TTY phones. To use this service, call 711 or 800-735-2962. Services for patients with disabilities We strive to make sure individuals with disabilities can participate in and benefi t from the services we offer. If you are a patient with a disability, you can request certain accommodations and auxiliary aids to assist you.

The Outer Banks Hospital supports and complies with the Americans with Disabilities Act (ADA) and Section 504 of the 1973 Rehabilitation Act. If you have questions or concerns about these particular laws, please contact Vidant Health’s designated ADA/504 Coordinator at the following address and telephone number: ADA/Section 504 Coordinator Vidant Medical Center P.O. Box 6028 Greenville, NC 27835-6028 252-847-6029 (7-6029) Voice/TDD/Relay

5 Partners in your care

When it comes to safety, patients and families play a critical role.

As partners, staff members pledge to always: • Introduce themselves and wear an identification badge. • Treat you with respect and dignity. • Ask you about your pain, and keep medications (prescription, over- • Honor your privacy. you as comfortable as possible. the-counter, dietary and herbal • Clean their hands before and after • Welcome your feedback. supplements). working with you. • Use the communication board and • Check your identification before We ask you or a loved one to: call button to share information with medications, procedures and • Check the information on your our staff. treatments. identification band for accuracy. • Ask questions. To help you remember • Explain your care and treatment. • Clean your hands often, and remind your questions, it is helpful to write • Listen to your thoughts, questions your family and visitors to do the them down. A space is provided at and concerns. same. the back of this book for notes. • Work with you to plan your care. • Help us by providing clear and • Work with your healthcare team to • Ask if you have any safety concerns, accurate information about your plan your care. and take steps to address them. medical history, personal habits and • Speak up if you have concerns.

Tell us now you as soon as possible or, if after Toll-free telephone numbers: hours, by the next business day. 800-medicare (800-633-4227) TTY service is available at 877-486-2048 We encourage you and your family You have the right to file a grievance to provide feedback on your care. We directly with the North Carolina Written inquiries: would like to have open communication Department of Health and Human Medicare Beneficiary Contact Center to ensure that we can meet your needs. Services, Division of Health Service P.O. Box 39 Comment cards are available if you Regulation, formerly known as the Lawrence, KS 66044 would like to recognize a staff member. Department of Facility Services. You may call 800-624-3004 or mail your You may also call The Joint Commission Complaint and information to their office at: (TJC) Hotline at 800-994-6610, 24 hours grievance process 2711 Mail Services Center a day, 7 days a week; however, staff We strive to exceed your expectations Raleigh, NC 27699-2711 members are available to answer calls by always providing compassionate only Monday through Friday from If you are a Medicare beneficiary, care. If at any point we are not meeting 9:30am until 6:00pm (EST). You may you have the right to refer a concern your expectations, please make us leave a message at other times. The about the quality of your medical aware. We have a complaint and Joint Commission accredits healthcare care to KEPRO, the organization for grievance process to address any organizations in the United States. Its beneficiary and family-centered quality concerns you may have about the mission is to continuously improve improvements, at toll-free 844-455-8708. services provided for you or your loved healthcare by evaluating healthcare one. If you have a complaint, please If you need information on filing organizations and inspiring them to share it with the nurse and the nurse a complaint about Medicare, you excel in providing safe and effective manager first. If your complaint is not can contact the Office of Medicare care of the highest quality and value. resolved to your satisfaction, our Guest Beneficiary Ombudsman on its website, Relations Coordinator will assist you, http:///www.medicare.gov/claims-and- You may also send mail to their office at: and can be reached at 252-449-4550. appeals/medicare-rights/get-help/ One Renaissance Blvd. If you leave a message, we will contact ombudsman.html Oakwood Terrace, IL 60181 6 Healthcare decisions

At The Outer Banks Hospital, we want Healthcare you to always have control of your power-of-attorney medical treatment. We will do our part You may name a person to make to help you make the best decisions medical or mental health decisions for your healthcare situation by for you if you are not able to make educating you about your treatment decisions for yourself. Be sure to choices and the possible outcomes of discuss your wishes with the person each. We will also provide you with all you name as your healthcare agent. the information you need so you can You may also use the healthcare make an informed decision. Our Case power-of-attorney document to state Management Department is available what kind of medical or mental health to answer your questions or assist you treatments you do or do not want. in completing any required documents. You can call them at 252-449-5812. Advance instruction for committee to review your care and Advance directives mental health planned treatment, inform your nurse You may also create a legal document and a meeting will be arranged. In the event you become too sick that contains advance instruction to make decisions for yourself, it is for mental health treatment. This important to already have advance Organ and tissue document tells healthcare providers directives in place to ensure your donation what mental health treatments you do wishes are honored. Many people recognize the importance and do not want if you are not able to of donation and find comfort knowing Advance directives are legal documents make decisions for yourself. that lives can be saved through these that give instructions to healthcare precious gifts of life. Organ, eye and providers about the kinds of treatment Hospital ethics tissue transplants offer recipients a you want to receive if you are not able committee new chance at healthy, productive and to communicate with your doctors, The Outer Banks Hospital healthcare normal lives. One organ donor can save nurses and family. professionals support your right the lives of eight people and enhance North Carolina law provides for three to actively participate in decisions the lives of as many as 50 through kinds of advance directives. regarding your care, including the tissue donation. At the time of death, decision to refuse life-sustaining legal next of kin will be contacted if Living will treatment. When you are hospitalized, there is an opportunity for organ, tissue A living will is a legal document that feelings of anxiety and uncertainty or eye donation. often affect both you and your family. tells others that you want to die a If you have already given consent for There may be times when you have natural death if you are terminally organ and eye donation on your driver’s questions pertaining to your planned and incurably sick, or in a persistent license with the NC DMV Registry, it is course of treatment. vegetative state and will not recover important to let your family know of from that state. A living will allows you If a conflict arises, you may request your decision. You can state your wish to tell your doctors not to use heroic a meeting with the hospital ethics to become a donor by adding a heart measures such as a respirator (a committee. This committee provides to your NC driver’s license or by going machine that helps you breathe). You a consulting service to patients, to donatelifenc.org and designating may also instruct your caregivers not physicians and hospitals when your wishes. For more information, to begin or to stop giving you food and personal dilemmas arise. Personal contact Carolina Donor Services at water through a tube (artificial nutrition dilemmas include end-of-life 800-200-2672 or visit their website at or hydration). decisions, participation in clinical carolinadonorservices.org. studies and other questions involving ethical matters. If you would like the

7 Patient rights and responsibilities for adults

Our first priority is to provide you the managing pain. You can access staff medical condition. If you are unable to care you need, when you need it, with who are committed to pain relief. receive or understand this information, skill, compassion and respect. Please • Exercise your rights without being your provider can also tell your tell us if you have concerns about your subject to discrimination, punishment designated representative. care or if you have pain. or reprisal. • Get complete and current information • Communication and information you from your provider about your medical As an adult patient, you can understand. Information will be condition, diagnosis, treatment and have the right to: appropriate to your age, understanding prognosis (expected outcome). If it is and language. If you have vision, not possible or medically advisable High-quality care. speech, hearing and/or other to give the information to you, the You have the right to… impairments, you will receive help information will be available to the • Considerate and respectful care in a (if needed) to ensure your care needs person you choose or appoint. safe setting. are met. • Refuse any drug, treatment or • Quality care given by competent • Interpreter services for sign language procedure to the extent permitted by personnel, and high professional and spoken language (for patients with law, and be informed of the medical standards that are continually limited English proficiency) as needed consequences of your action. maintained and reviewed. at no cost. • Decide who your family members • Treatment without discrimination based are and how you would like them A clean and safe environment. on age, ethnicity, race, color, religion, to be involved in your care. These You have the right to… culture, language, national origin, can be people who are related to sex, gender identity or expression, • Freedom from abuse or harassment. you by genetic, legal or emotional sexual orientation, physical or mental • Know what rules and regulations of the relationships. disability, socioeconomic status, or organization apply to your behavior as • Decide which people should have the source of payment. a patient. same visitation rights as immediate • Know the name of the provider • Obtain information about any family (even if they are not related to responsible for coordinating your care professional relationships among you). and the names and roles of people individuals who are treating you. • Have your family or support person involved in your care. • Be woken up only if necessary for with you, unless that person’s presence • Be told whom to contact to report a medical care. is not appropriate for therapeutic or complaint or grievance, and expect a • Not be restrained or put in seclusion, medical reasons, or violates privacy or prompt response or resolution. unless necessary for your safety or the safety protocols. • Have a family member and your safety of others. • Be informed about potential provider notified of your admission, if • Ask to move to a different room if participation in a research study or in you wish. another patient or visitors in the room an organ or tissue donor program. You • Decide who your designated medical are unreasonably disturbing you. have the right to refuse participation in representative is. Involvement in your care. such programs and may withdraw from • Be informed (or have your them at any time. You have the right to… representative informed) about the • Consult with another doctor or provider outcome of your care, including • Participate in your plan of care. at your own request and expense. unanticipated outcomes. • Receive from your provider all Medical or nursing staff will help • Emergency procedures started without information necessary to give informed arrange a consultation if requested. unnecessary delay. consent before the start of any • Receive spiritual and emotional support • Be free from repeated medical procedure and/or treatment, except in and care by a religious official. Your procedures unless they are medically emergencies. The information includes religious practices will be supported as necessary. the specific procedure or treatment, much as possible. • Medical and nursing treatment that the medically significant risks involved, • Make advance directives to guide your avoids unnecessary physical and and the probable amount of time to healthcare should you become unable mental discomfort. recover. Your provider should also to speak for yourself. • Comfort and information about tell you about significant medical • Expect the staff to follow your valid alternatives or other ways to treat your advance directives.

8 As a patient, you are responsible for: • Providing, to the best of your knowledge, accurate and complete information about your current health condition and medicines, past illnesses and hospitalizations, and other matters about your health. • Telling your caregiver if you think you will have problems following the prescribed treatment. • Speaking up and asking questions if you do not understand your treatment plan or what you need to do. • Following the treatment plan recommended by the provider who is responsible for your care. • Making informed decisions about your • Ask for help with ethical issues and • Request a list of certain disclosures of care. difficult decisions regarding your care. your personal health information. • Making sure that we have a copy of • Access all information in your medical • Request an amendment to clinical, your written advance directive if you record. When it is not possible or billing or other records containing have one. medically advisable to give the personal health information. • Asking about pain management, information to you, the information will Help when discharging to including what to expect and options be available to an appropriate person another care setting. for pain relief. You should let us know if on your behalf within a reasonable time You have the right to… your pain continues. You should take an frame. active part in your pain management • Expect reasonable continuity of care Protection of your privacy. plan, and ask for relief when you first and to know about your continuing feel pain. You have the right to… healthcare needs after discharge, and • Making reasonable efforts to cooperate • Confidentiality in all communications how to meet them. with other patients, and the needs of and records about your care. • A complete explanation of the reasons the medical center, medical staff and • Privacy about your medical care for a transfer to another facility and the employees. program. Case discussions, alternatives to that transfer. The facility • Providing necessary information for consultations, examinations and you are going to must accept you insurance claims and working with us treatments are confidential and should before you are transferred. to make payment arrangements as be as private as possible. promptly as possible. • Personal privacy during medical Help with your bill and filing • Recognizing that your lifestyle and or nursing treatments, and during insurance claims. behaviors affect your health. activities like dressing, bathing and You have the right to… • Keeping appointments that are using the bathroom. People who are • See your bill and receive an explanation arranged for your continuing care. not directly involved in your care must of charges regardless of who is paying • Accepting responsibility for the medical have your permission to be present. the bill. results if you refuse treatment and do • Personal privacy and privacy about • Information about financial resources not follow your healthcare providers’ your healthcare information following that may help you pay for your care. instructions. HIPAA (Health Insurance Portability • Behaving in a way that respects the and Accountability Act) regulations and Behavioral health patients may have rights of other patients, staff members Vidant Health policies related to privacy. additional rights per North Carolina statutes. and medical center property.

9 Patient rights and responsibilities for children and teens

You and your family have Information you can understand Emotional support a right to: • We will explain things to you. We will • You might feel scared, mad, lonely or speak in ways that you can understand. sad. You can let people know how you Respect and personal dignity You can ask about what is happening feel. It is okay to cry or complain. • You are important. We want to get to to you and why. • You can have your family with you as know you better. • Someone who speaks your language much as possible. When this is not • We will tell you who we are, and we will will help explain things to you. possible, we will explain why. call you by your name. • Someone from your family can be with • We can help you meet other children • We will take time to listen to you. you when people are explaining things and families who have had similar • We will honor your privacy. to you. experiences to yours. • You can wear your own clothing most Care that supports you and your Quality healthcare family of the time, and keep your special • You will be taken care of by providers, things with you. • You and your family are important. We nurses and other people who know • You can talk or play with people who will work together to make you feel as how to take care of children and know how to help when you have safe and comfortable as possible. teenagers. questions or problems. • All families are different. We want to • You have the right to know all of the • You can ask to be moved to another learn about what is important to you people who take care of you. You and room if you are uncomfortable or and your family. your family can meet with them to plan unhappy, and we will try to make this • You, your family and your caregivers what is best for you. happen if it is possible. will plan how the important people in • We will work together with you and your life can visit you. your family to make your stay as short Care that respects your need to and comfortable as possible. grow, play and learn • We will consider all your interests and needs, not just those related to your illness or hospitalization. • You have the right to rest, to play and to learn. We will make sure that you have places and times for the things children your age need to grow and learn. Make choices and decisions • Your ideas and feelings about how you want to be cared for are important. • You can tell us how we can help you feel more comfortable. • You can tell us how you want to take part in your care. • You can make choices whenever possible.

10 Going home

Discharge planning Please refer to our SMART checklist below.

Discharge planning begins as soon as you enter the hospital so that you and your family know what to expect and that you know how to take care of yourself when you leave the hospital.

Your doctors, nurse and other staff members will educate you and your support system about treatment and care after leaving the hospital. Before discharge Day of discharge Case managers are also available to We will provide you with a discharge We want to answer any question you help you arrange for assistance with summary that may include information have before you leave the hospital – at-home prescriptions, needed medical about wound care, diet, exercise, please ask if you have questions about equipment, home health or skilled prescriptions and follow-up care. We your discharge instructions, the date nursing needs. For more information, welcome any questions you have of your follow-up appointments or the call one of our case managers at about your discharge. medications you will be taking at home. 252-449-5812 or ask your nurse for Request to take home any opened We can provide you with a discharge assistance in contacting one of them. medications you have been prescribed time, so you can arrange a ride home during your stay. and any help needed.

Your rights regarding discrimination

The Outer Banks Hospital complies with If you need these services, contact a You can also file a civil rights complaint applicable federal civil rights laws and member of your healthcare team or with the Office for Civil Rights does not discriminate, exclude people or call 844-809-6647 or TTY 844-438-4640. Complaint Portal, available at treat them differently on the basis of race, See page 5 for more information. https://ocrportal.hhs.gov/ocr/portal/ color, national origin, disability or sex. lobby.jsf, or by mail or phone at: If you believe that The Outer Banks The Outer Banks Hospital provides: U.S. Department of Health and Hospital has failed to provide these Human Services Free aids and services to people with services or discriminated in another 200 Independence Avenue, SW disabilities to be able to communicate way on the basis of race, color, national Room 509F, HHH Building effectively with us, such as: origin, age, disability, or sex, you can Washington, D.C. 20201 • Qualified sign language interpreters file a grievance with the Office of Audit 800-368-1019, 800-537-7697 (TDD) • Written information in other formats and Compliance: 2100 Stantonsburg (large print, audio, accessible Road, Greenville, NC 27834, call 252- Complaint forms are available at electronic formats, other formats) 847-0125, fax 252-847-6466, or email http://www.hhs.gov/ocr/office/file/ Free language services to people [email protected]. index.html. whose primary language is not English, such as: You can file a grievance in person or by • Qualified interpreters mail, fax or email. If you need help filing • Information written in other a grievance, the Office of Audit and languages Compliance is available to help you. 11 Take part in your care

Use this S.M.A.R.T. checklist to help you prepare to leave this hospital. Signs and symptoms, Medications, Appointments, Results, Tell us now

I know why I am receiving medical care. Appointments I understand my health conditions. I have an appointment scheduled with my doctor after this hospital visit to follow up on my condition. I know about other help I need at home. (If I am not going directly home, I know where I am going after this hospital visit I have transportation to this appointment. and why.) I know what appointments have been scheduled for me and I and my family or someone close to me knows the next steps what appointments I need to schedule. in my care. Results I have participated in planning the next steps in my care. I know how to ﬁnd the results of tests or labs that I had in the hospital. Signs and symptoms I know what to look for and whom to call. I have a MyChart account and know how to use it. I know how to keep my health problems from becoming Tell us now worse. If you have unchecked boxes, please tell us now. Also, if you have additional compliments, concerns, comments Medications or questions about your care, tell any member of your I know what my medicines are for. healthcare team. I know how to take each medicine and what side effects to look for. I am able to get my medicines.

Notes

12 Welcome Contents Important telephone numbers Message from the president 1 How to make phone calls There is no need to dial 9 to make outside calls. Getting settled 2 General information Patient services 5 252-449-4500 If you need general information, you can contact the Partners in your care 6 operator at any time.