On , I received my health record book and was given the opportunity to ask questions.
Patient/Representative Nurse
2351 G Road • Grand Junction, CO 81505 • (970) 242-0920www.YourCommunityHospital.com
Guide to Patient Services
Great People.Great Care.
Great Choice!
Name Title Date / Time Reason for Visit
Care Team Log
Name Title Date / Time Reason for Visit
Care Team Log
Name Title Date / Time Reason for Visit
Care Team Log
Name Title Date / Time Reason for Visit
Care Team Log
Welcome to Community Hospital. We are pleased that you and
your physician have selected us to provide you with what we believe to be the finest medical care available. Our dedication to providing quality services means that we will do all we can to make your visit as pleasant as possible.
The Guide to Patient Services is a part of Community Hospital’s commitment to safe, quality healthcare. We believe that our patients have the need and the right to be informed about their healthcare. This book contains valuable information that we hope you will find useful during your visit.
It is our responsibility to work diligently to exceed your expectations. Each day we are becoming better, each day we are looking for ways to become the healthcare provider of choice and each day we are working to create a healthier community for all of us. To help you heal, to help you cope, to help you smile. It is our responsibility as soon as you come through our doors. To start with the heart we are raising the bar for ourselves each day because we care and because it is the right thing to do!
I always welcome your questions and comments. Please feel free to contact me at (970) 644-3011 (work) or (970) 314-7297 (home). Thank you for supporting us. We are all here to support you as well.Sincerely,
Chris ThomasPresident and CEO
Table of Contents Discrimination is Against the Law Page 1Speak Up! Page 3Patient Rights & Responsibilities Page 4Patient Health Portal Page 9Hospitalists Page 11Fall Prevention Tips Page 12Pain Management Page 13Concerns & Complaints Page 15Ethics Consultation Page 16Advance Directives Page 17Colorado End-of-Life Options Act Page 18Food Service & Flying Pig Café Page 19Visiting Hours Page 19Wifi/Entertainment Page 20Information & Education Page 20Telephones Page 20Chaplain Services Page 20Smoking/Tobacco Use Page 21Herbal/Natural Medication Guide Page 21 Medical Records Page 21Hospital Experience Survey Page 22Daisy Award Page 22Case Management Page 22Financial Information Page 23Healthcare Billing Procedures Page 23Notes Page 26Current Medications Page 29Medical History Page 30Important Numbers Page 31Community Hospital Phone List Page 32Patient Health Record Pocket Book Page 33
Our Mission Community Hospital will improve the health and quality of life of
the individuals and communities we serve.
Our Vision Community Hospital will be the hospital of choice for the services we provide.
Discrimination is Against the Law Community Hospital, and all of its service locations, complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Community Hospital does not exclude people or treat them differently because of race, color, national origin, age, disability, sex, sexual orientation, gender identity, or gender expression.
Community Hospital: • Provides free aids and services to people with disabilities to communicate
effectively with us, such as: » Qualified sign language interpreters » Written information in other formats (large print)
• Provides free language services to people whose primary language is not English, such as:
» Qualified interpreters » Information written in other languages
If you need these services, contact the Patient Advocate or any staff member.
If you believe that Community Hospital or any of its affiliate facilities has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with: Erica Eng, Patient Advocate, Community Hospital, 2351 G Road, Grand Junction, CO 81505, Tel: 970-644-3154, Fax: 970-644-3037, email: [email protected]. You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, Erica Eng, Patient Advocate, is available to help you.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD). Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.
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Discrimination is Against the Law Con’t
2
ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you. Call 970-242-0920.
Español (Spanish) ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 970-242-0920.
Tiếng Việt (Vietnamese) CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số 970-242-0920.
繁體中文 (Chinese) 注意：如果您使用繁體中文，您可以免費獲得語言援助服務。請致電970-242-0920。
한국어 (Korean) 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 970-242-0920 번으로 전화해 주십시오.
Русский (Russian) ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните 970-242-0920.
አማርኛ (Amharic) ማስታወሻ: የሚናገሩት ቋንቋ ኣማርኛ ከሆነ የትርጉም እርዳታ ድርጅቶች፣ በነጻ ሊያግዝዎት ተዘጋጀተዋል፡ ወደ ሚከተለው ቁጥር ይደውሉ 970-242-0920.
.0920-242-970 ملحوظة: إذا كنت تتحدث اذكر اللغة، فإن خدمات المساعدة اللغوية تتوافر لك بالمجان. اتصل برقم (Arabic) العربية
Deutsch (German) ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: 970-242-0920.
Français (French) ATTENTION : Si vous parlez français, des services d'aide linguistique vous sont proposés gratuitement. Appelez le 970-242-0920.
नेपाली (Nepali) �ान िदनुहोस्: तपाइ�ले नेपाली �ो�नु��छ भने तपाइ�को िन�� भाषा सहायता से�ाह� िनःशु� �प�ा �पल� छ । फोन गनु�होस् 970-242-0920 ।
Tagalog (Filipino) PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 970-242-0920.
日本語 (Japanese)注意事項：日本語を話される場合、無料の言語支援をご利用いただけます。970-242-0920まで、お電話にてご連絡ください。
Cushite ◊ Oroomiffa (Oromo) XIYYEEFFANNAA: Afaan dubbattu Oroomiffa, tajaajila gargaarsa afaanii, kanfaltiidhaan ala, ni argama. Bilbilaa 970-242-0920.
Persian رسی (Farsi) تماس 0920-242-970توجه: اگر به زبان فارسی گفتگو می کنيد، تسهيالت زبانی بصورت رايگان برای شما فراهم می باشد. با بگيريد.
Kru Ɓàsɔ́ɔ̀-wùɖù-po-nyɔ̀ (Bassa) Dè ɖɛ nìà kɛ dyéɖé gbo: Ɔ jǔ ké m̀ [Ɓàsɔ́ɔ̀-wùɖù-po-nyɔ̀] jǔ ní, nìí, à wuɖu kà kò ɖò po-poɔ̀ ɓɛ́ìn m̀ gbo kpáa. Ɖá 970-242-0920
Igbo asusu (Ibo) Ige nti: O buru na asu Ibo asusu, enyemaka diri gi site na call 970-242-0920.
èdè Yorùbá (Yoruba) AKIYESI: Ti o ba nso ede Yoruba ofe ni iranlowo lori ede wa fun yin o. E pe ero ibanisoro yi 970-242-0920.
At Community Hospital we work hard to give you the very best in quality healthcare and we encourage you to SPEAK UP! when you are a patient in our facility. You play a vital role in making healthcare safe by becoming an active, involved member of your healthcare team.• Speak Up if you have questions or concerns. If the
information given to you isn’t clear, please ask again.• Pay Attention to the care you are receiving. Make sure you
are getting the right treatments and medications by the right healthcare professionals.
• Educate yourself about your diagnosis, the medical tests you are undergoing and your treatment plan.
• Ask a trusted family member or friend to help you with communication.
• Only use hospitals or other healthcare facilities that have undergone a rigorous on-site evaluation using state-of-the-art quality and safety standards, such as that provided by the Joint Commission.
• Keep a list of all your medications and why you take them. (Please see page 29 for a blank medications sheet.)
• Participate in decisions about your treatment. You are the center of the healthcare team. You and your physician should agree on exactly what will be done during each step of your care.
• Language Interpretation or Hearing Assistance
Speak Up!
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Medication Name(over-the-counter, herbs, vitamins,
creams, etc.)
Strength (gm, mg,cc,ml,
etc.)
When & How Often
(am/pm, after meals, etc.)
How Many(# of pills, units,
puffs, drops, etc.)
Reason for Taking
Current Medications
Patient Rights & ResponsibilitiesPURPOSE:To improve care, treatment, services and outcomes by recognizing and respecting the human, civil, constitutional, and statutory rights of each patient.
POLICY:Community Hospital supports and protects patients’ inherent rights to be informed, to have choices, to have their privacy protected, and to be treated with dignity and respect. This policy details those rights within our facility, as well as the responsibilities patients have in being an active partner in their own health care.
A. ETHICS:
1. Community Hospital follows ethical behavior in its care, treatment, and services to patients.
2. Community Hospital addresses conflicts of interest (see Ethics Consult, Ethics Committee, and Concerns Complaints Grievances Policies).
3. The integrity of decisions regarding patient care is based on identified care, treatment, and service needs of the patient.
4. The Ethics Committee will review cases as needed (the denial of care, treatment, services, issues related to advance directives, surrogate decision making, patients who refuse medically indicated treatment, requests for futile treatment, and withdrawing treatment and DNR orders, or payment) to ensure the integrity of the decisions made.
B. RIGHTS - The exercise of Patient Rights provides for:
1. The right to impartial access to treatment, regardless of race, color, national origin, sex, religion, gender identity, sexual orientation, ethnicity, age, or disability. Community Hospital will respect and support each patient’s dignity, individuality, values, and beliefs within the limits of Community Hospital’s Mission and Values.
2. The right to impartial access to visitation, regardless of race, color, national origin, sex, religion, gender identity, sexual orientation, gender expression, ethnicity, age, or disability. Visitation rights include the right to receive visitors designated by the patient, including, but not limited to, a spouse, a domestic partner (including a same-sex domestic partner), another family member, or a friend. Also included is the right to withdraw or deny such consent at any time.
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3. The right for the patient, or his or her representative, to be fully informed in advance, and to make informed decisions about care or treatment and to actively participate in the planning of his or her care. This includes the right to obtain information in a manner easily understood about the diagnosis, treatment, prognosis, the risks and benefits of treatment or procedures, the alternatives to care, and the length of recuperative period expected.
4. The right to accept or refuse any medical or surgical treatment, and to be informed of the consequences of this decision. This includes the right to forgo life-sustaining or resuscitative (CPR) services.
5. The right to have a family member or representative of his or her choice and his or her own physician notified promptly of his or her admission to the hospital.
6. The right to exercise his or her rights at Community Hospital without coercion, discrimination, or retaliation.
7. The right for the patient to receive care in a safe environment, and be free from neglect.
8. The right to pain relief and to receive information regarding pain management.9. The right to accommodation of pastoral and other spiritual services.10. The right for the patient surrogate (parent, legal guardian, person with medical power
of attorney) to exercise the patient rights when the patient is incapable of doing so, without coercion, discrimination, or retaliation.
11. The right for the patient, or his or her legal representative, to be informed of the patient rights in advance of furnishing or discontinuing care, whenever possible.
12. The right to be fully informed of and consent to or refuse to participate in any unusual, experimental or research project without compromising his or her care and services. The patient’s acceptance of, or refusal of, treatment will be upheld to the extent permitted by law. The patient shall be informed of any unusual or experimental procedures.
13. The right to know the professional status of any person providing his or her care or services. All staff will introduce themselves to the patient and their families when performing duties related to patient care.
14. The right to know the reason for any proposed changes in professional staff responsible for the patient’s care.
Patient Rights & Responsibilities con’t
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15. The right to access information contained in his or her clinical records. Upon written request, a copy of the patient’s medical record can be provided for a fee.
16. The right to be free from restraints that are not clinically justified or warranted by patient behavior that threatens the physical safety of the patient, staff, or others.
17. The right to be free from all forms of abuse or harassment, which include exploitation, verbal, mental, physical and sexual abuse.
18. The right to every consideration of privacy. Every reasonable effort will be made to ensure the patient’s privacy during interviews and examinations throughout his or her hospital stay.
19. The right to confidentiality of his or her clinical records maintained by the facility. Access to the medical records shall be limited to the patient, individuals directly involved with the patient’s care, individuals monitoring the quality of patient care and those individuals authorized by law or regulatory agency.
20. The right to be informed of the hospital’s intentions to record, film, or photograph the patient or procedure or to permit a party to observe treatment or procedures for purposes other than the identification, diagnosis or treatment of the patient.
21. The right to exercise advance directives in accordance with federal and state laws, and to have hospital staff and practitioners who provide care in the hospital comply with these directives within hospital policy. The patient will be provided written information about advance directives upon admission, and will receive education and assistance as needed in the execution of advance directives. In outpatient settings, or in Community Hospital practices, the organization’s default position is to initiate resuscitation procedures for any individual whose heart stops beating, or who stops breathing.
22. The right to have his or her wishes regarding organ and tissue donations honored within the limits of the hospital’s capability and in accordance with law and regulation.
23. The right to be informed of the need for his or her transfer either within or outside the facility. If the patient requests or requires medical care in a different setting, he/she will be transferred to the appropriate setting where his/her needs can be met. This includes a mental health facility or a substance abuse treatment center. This also includes the right of the patient to collaborate in all decisions pertaining to care after discharge. Discharge planning services will be provided as needed.6
Patient Rights & Responsibilities con’t
24. The right to obtain information regarding the relationship of Community Hospital to other persons or organizations participating in the provision of the patient’s care. This information will be made available to the patient upon request.
25. The right to be informed of the source of the facility’s reimbursement for the patient’s care, and any limitations which may be placed upon his or her care.
26. The right, upon request and prior to initiation of care or treatment, to receive an estimation of the average charge to the patient for non-emergent care.
27. The right to access cost (to the patient) information, itemized when possible, of services rendered within a reasonable amount of time. Each patient may request an itemized bill of charges through Patient Financial Services (970-257-6200). Patient Financial Services and the patient advocate (970-644-3154) are available to clarify billing issues at the patient’s request.
28. The right to a mechanism to resolve potential or actual issues arising in regard to patient care and safety, or to address an ethical dilemma. Patients and their families will have access to a patient advocate (970-644-3154) during and after their hospital stay to help address any problems or concerns related to their care at Community Hospital. Concerns may be submitted orally or in writing to the patient advocate, or to any employee. Any employee receiving a serious complaint is to notify the patient advocate for managment and follow up. The complaint is taken to the Community Hospital Grievance Committee for resolution. If patients or their families feel that the Community Hospital Grievance Committee has not addressed a concern, they are encouraged to contact the hospital’s management. If concerns cannot be resolved through Community Hospital’s CEO, patients and their families may contact the Colorado Department of Public Health and the Environment (CDPHE), Health Facilities Division, 4300 Cherry Creek Dr. South, Denver, CO 80246-1530, Attention: Complaints Department. The toll-free number for the CDPHE is: 1 800-886-7689, extension 2.
29. Patients and their families may also register complaints with the Colorado Department of Regulatory Agencies (DORA) at 1 800-886-7675 or at: www.dora.state.co.us. or with The Joint Commission at http://www.jointcommission.org/report_a_complaint.aspx.
30. Medicare beneficiaries who have concerns have the right to contact KEPRO, the new Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) that serves Colorado, toll-free at 1.844.430.9504 for all appeal requests and Quality of Care concerns. Written complaints can be mailed to: KEPRO Rock Run Center; 5700 Lombardo Center, Suite 100 Seven Hills; Ohio 44131.
31. The right to access information or register complaints regarding Advance Directives with the Colorado Center for Hospice and Palliative Care, 9200 East Mineral Avenue, Suite 1140, Centennial, CO 80112/ 877-940-3433/
C. RESPONSIBILITIES
1. Patients and families, as appropriate, are requested to provide Community Hospital with, to the best of their knowledge, accurate and complete information about current health concerns, past illnesses, hospitalizations, medications, and other matters relating to their health. Patients and their families are requested to report perceived risks in their care and unexpected changes in their condition.
2. Patients and families, as appropriate, are urged to ask questions if directions, procedures, or any aspect of clinical care is not understood. The patient advocate (970-644-3154) or any clinical care employee is available to assist in getting answers to questions that patients and families may have.
3. Patients and their families are asked to be considerate of other patients and assist in the control of noise and number of visitors. Patients and their families share in the responsibility of assuring a pleasant stay for themselves and others by fostering an environment conducive to healing.
4. Patients are requested to provide Community Hospital with the necessary information for insurance processing and for making arrangements for payment of hospital bills. Patients are responsible for providing full and accurate disclosure of insurance information at the time of hospital admission, including primary and secondary insurance. Prompt payment of all financial obligations not covered by insurance is the responsibility of the patient.
5. Patients and their families must follow the care, treatment, and service plan developed. They should express any concerns about their ability to follow the proposed care plan or course of care, treatment and services. Community Hospital makes every effort to adapt the plan to the specific needs and limitations of each patient. When such adaptations to the care, treatment, and service plan are not recommended, patients and their families are informed of the consequences of the care, treatment, and service alternatives, and of not following the proposed course.
6. Patients and their families are responsible for the outcomes in the event of refusal of treatment or refusal to follow the care, treatment, and service plan.
7. Patients and their families are requested to be considerate of Community Hospital staff and property, and of other patients and their property.
8. Patients and their families are requested to follow Community Hospital rules and regulations, as appropriate.
9. Patients are responsible for valuables brought to the hospital and not placed in the hospital safe.8
Patient Health PortalHealth Information From Your Hospital Visits in One PlaceThe Patient Health Portal is an online tool that helps you review your healthcare information easily and securely.
FAQs: You Have Questions, We Have AnswersWhere does my health information in the Portal come from?All of the information in the Portal comes from your Community Hospital Electronic Health Record. This ensures that you have access to the most accurate, up-to-date information possible.
How do I log into the Portal?To log into the Portal, visit the Patient Portal MyHealth@CommunityHosp link on the YourCommunityHospital.com website. Then, simply enter your user name and password .
Is my information safe?Yes. The Portal is a secure site that uses encryption and other security measures to protect your information.
Please call 970-644-3393 with any questions or concerns you may have about patient privacy. A time out feature protects your information if you leave the Portal page open.
What if I ever have technical problems with the Portal?There is a Contact Us section on the homepage of the Portal that allows you to submit any questions you have regarding the Portal.
Enrollment is EasyVisit our website:
YourCommunityHospital.com
Click on the Patient Portal link
Click on: Request Access
Access your e-mail for yourone-time user name, password,
and link to the Portal
Click on the link to access the Portal
Enter your one-time user name, password, and security
questions and click Log On
Enter your new user nameand password
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Explore the Portal!Hospital staff is available to assist you! Please call (970) 644-3393.
Patient Health PortalHow the Portal Works for YouAvailable at Your ConvenienceWe understand your time is valuable. The Portal makes time-consuming tasks simple... a few clicks, and you’re done.• Access health information online, versus in person • Review lab results• View radiology and other reports• Update personal information• View upcoming appointments• Access billing statements • Securely Send Health Summary to Physician
You Choose the When and WhereAccess to the Portal is on your schedule, whether at home, on vacation, or at another medical office.• Use the Portal from anywhere using a browser • Access from your smartphone or tablet • Manage information 24/7
What information is on my patient portal?
All of Your Information, in One Place
How the PortalWorks for You
FAQs: You Have Questions, We Have Answers
Available at Your Convenience We understand that that your time is valuable. The Portal makes time-consuming tasks simple... a few clicks, and you’re done.
Access complete health information online, versus over the phone or in person
Request appointments Pre-register for scheduled
appointments Request prescription renewals Pay your bills online
You Choose the When and Where Access to the Portal is on your schedule, whether at home, on vacation, or at another medical office.
Use the Portal from anywhere using a browser
Access from your smartphone or tablet
Manage information 24X7, without waiting
Keep the Most Important People in the LoopYou can connect with your providers and keep your family informed at the same time.
Exchange messages with your provider between visits
Give authorized family members access to your health information
Where does my health information in the Portal come from? All of the information in the Portal comes from your [Healthcare Organization] Electronic Health Record. This ensures that you have access to the most accurate, up-to-date information possible.
How do I log into the Portal? To log into the Portal, visit the [Patient and Consumer Health Portal] link on [healthcare organization’s] website. Then, simply enter your user name and password (see enrollment information on the reverse side of this page).
Can my family access my Portal? Yes, you can give family members, such as parents or healthcare proxies, access to your Portal. This needs to be done within your healthcare facility and requires consent from you and your family member(s).
Is my information safe? Yes. Portal passwords are encrypted and URLs are re-written so that they cannot be copied and pasted. You and authorized family members are the only ones who can access your Portal. Also, a timeout feature protects your information if you leave the Portal page open.
What if I ever have technical problems with the Portal? There is a Contact Us section on the homepage of the Portal that allows you to submit any questions you have regarding the Portal.
Health Information Lab Results
Radiology Reports Visit History
Discharge Instructions Health Summary
Allergies and Medications
Allergies and Conditions Immunizations
Medications with Instructions
Appointments Appointment Requests
Upcoming Visits
Billing Outstanding Balances
Historical Charges and Statements
The [Patient and Consumer Health Portal] is an online tool that goes a step beyond simply displaying information by helping you manage your healthcare easily and securely.
Health InformationLab Results
Radiology ReportsVisit History
Discharge InstructionsHealth Summary
BillingOutstanding Balances
Allergies and Medications
Allergies and ConditionsImmunizations
Medications with Instructions
AppointmentsPre-register for your Visit
View Upcoming Appointments
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HospitalistsOur hospitalist team of doctors will care for you in place of your primary care provider during your hospitalization. Our hospitalist team consists of five board certified internal medicine doctors and one board certified physician assistant.
When you come to the hospital, we will inform your primary care provider and a hospitalist will admit you. Your hospitalist will discuss your treatment plan and test results with you. If your care requires a specialist, the hospitalist will coordinate care with him or her.
There may be more than one hospitalist who cares for you throughout your stay. Our team of hospitalists work diligently to discuss treatment plans and maintain your continuity of care. The transition from one hospitalist to another will not disrupt your care plan. We have you covered.
At the end of your hospitalization, we will update your primary care provider about your stay and continuing care. Your hospitalist will also generate a typed, written summary of the entire hospitalization to send to your primary care provider. This report will contain the results of any testing and treatments done during your hospitalization. We aim to provide top-notch care in Western Colorado. Thank you for allowing us to care for you and your loved ones.
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Fall PreventionCommunity Hospital wants to make sure a fall doesn’t get you down!
In the Hospital:It is more common to fall in situations that are strange and unfamiliar to you, or when you do not have adequate rest. Strange surroundings, noise, light, testing schedules or other factors may make it more difficult for you to rest, leaving you or your family member more vulnerable to falling. We encourage you or your family member to call for assistance when needed. It is never a bother to assist our patient.Suggestions for preventing falls:
1. Use the wall railing to support yourself when walking.2. When recommended, use assisting devices such as a walker, cane or wheelchair.3. Hold onto the handrails in the bathroom.4. Get up slowly from bed or chair to prevent dizziness. Your healthcare team will be glad to
assist you in any way.5. Wear nonskid footwear. Avoid loose fitting shoes (ie. flip flops).6. Report all spills or hazardous conditions to your healthcare team.7. Place necessary items within reach; phone, tissue, water container, call bell and any other
personal items.8. Don’t reach for items that are beyond reach. Use your call bell to obtain help from your
healthcare team. We will be happy to assist.9. Call for assistance when you need help with any transfer. This is not the responsibility of
family or friends.
At Home:Community Hospital is committed to our patients and their safety, no matter if they are in our house or their own. Here are some tips to help prevent falls in the home.
1. Be sure stairs have a sturdy railing and are in good repair.2. Remove throw rugs.3. Rearrange furniture to obtain clear traffic pathways to accommodate canes, wheelchairs
or walkers.4. Arrange kitchen so frequently used items are between shoulder and knee height.5. Install grab bars in the tub/shower area and around the toilet.6. Place a rubber bath mat on the floor of the tub/shower.7. Install night lights to make it safer to get up at night.
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Pain ManagementCommunity Hospital is committed to partnering with our patients in managing their pain. As a patient in our hospital you can expect:
• In collaboration with your physician, and in consultation with you, staff members who will use different methods and approaches to pain management. These methods and approaches include, for example, using more than one type of medication, physical re-positioning, distraction, meditation, moving from the bed to a chair and/or walking, and applying hot/cold compresses. This is known as a multi-modal approach to pain control, and is a proven pain-control method that respects the individual patient’s needs as much as possible.
• Staff who will make every effort to work with each patient to set and attain realistic pain management goals.
• Professional staff who respond timely and appropriately to your reports of pain. As a patient in our hospital, we expect that you will:
• Ask your physician and/or your nurse how your pain will be treated and managed. • Set a tolerable pain level goal with your physician and/or nurse.
» Pain cannot always be relieved completely. Setting a pain level that you consider tolerable will assist the staff in helping you manage your pain the way you need.
• Help those staff working with you assess your pain by describing it, letting them know when it starts, ends, changes, etc. Tell staff what has helped before or what you do at home to help your pain.
• Speak up about any concerns you have regarding your pain so we can help you right away. » Don’t feel like you are “bothering” staff. We want to help!
At Home continued:8. Remove clutter from all walkways.9. Identify escape routes to use in an
emergency. 10. Plan to have a phone easily
accessible at all times.
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Your healthcare team is here to assist you.
What is Pain?Pain is an unpleasant personal experience that is affected by many different factors including; your physical condition, past experiences, and emotions. You may not describe pain in the same way as another person with the same condition. Pain is whatever you say it is!
What is Pain Management?Pain management helps you to be more comfortable and may aid in improved, faster healing. Pain can affect your activity level, appetite, sleep, energy and relationships. Complete absence of discomfort is rare; however, pain control should allow you to be comfortable resting and at a minimal activity level. Increases in pain can be expected with increased activity such as, physical therapy, walking, turning, etc. Our staff will assist you to anticipate medication needs prior to such activity.
Tell Us About Your PainOne of the most important things you can do is tell us about your pain. Only you know when you are in pain, how it feels and what degree your pain is. Telling us about your pain helps us provide you with better care, please do not feel like you are “bothering” us or complaining. You are a partner in your care.
You can further help us by clearly describing your pain, this helps your care providers select the best treatment for your pain management. Expressive words that may help describe your pain might be achy, throbbing, shooting, itching, sharp, squeezing, tingling, stabbing, crushing, pulsing, and pressing.
Please indicate the location of your pain by pointing or touching the body part if possible.
Understanding Pain ManagementA Pain Management Guide
Partners in Pain Management
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Concerns & ComplaintsAll of the employees at Community Hospital are dedicated to meeting your needs, keeping you safe, and making your stay with us as comfortable as possible. Should we fail to meet your expectations, please let us know.
What should I do if I have a concern or am dissatisfied with something?The most important thing you can do is to let us know about it right away. Talk to your nurse or anyone else involved in your care. They will do their best to help you resolve your concern or find someone who can assist you. Most of the time, we can take care of things right away.
I already tried that. Now what?If you feel that those providing your care have not satisfactorily addressed your concerns, contact the department leader for assistance. You may also speak to the patient advocate at (970) 644-3154. These individuals will assist you in resolving your concern.
What if I am still not satisfied?The patient advocate (970-644-3154) will take concerns to the hospital Grievance Committee. If you are not satisfied with the report of the Grievance Committee, you may present your concerns to Community Hospital’s senior leadership. If you feel concerns cannot be resolved through Community Hospital, you may refer the problem to:
Colorado Dept. of Public Health and the Environment Health Facilities Division4300 Cherry Creek Dr. SouthDenver, CO 80246-1530Attention: Complaints DepartmentFor more information call (800) 886-7689 (press 2)
As a Medicare patient:KEPRO, Beneficiary and Family Centered Care Quality Improvement Organization KEPRO Rock Run Center5700 Lombardo Center, Suite 100 Seven Hills; Ohio 44131.1.844.430.9504
Joint Commission(800) 994-6610www.jointcommission.org
The Department of Regulatory Agencies (DORA)www.DORA.state.co.us1-800-866-7675
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Ethics ConsultationEthical concerns and issues faced by patients, their families, physicians and nurses have become complex. With so many choices, it is sometimes difficult to know whether we are making the decision that is best for our loved one. Our ethics committee is available to assist patients, their families, and healthcare professionals when experiencing difficulty in regard to making these important choices. For more information about the Community Hospital Ethics Committee, or to ask for a consultation, please call 644-3154 or speak to any nurse or other care provider.
Advance DirectivesAn advance directive is a written legal document that states your specific wishes for medical treatment or names a person to make choices for you in the event that you lose the ability to make decisions for yourself. In Colorado, a Living Will, a Medical Durable Power of Attorney, a Do Not Resuscitate (DNR) order, and/or the CPR (cardiopulmonary resuscitation) Directive and the Medical Order for Scope of Treatment (MOST) are recognized types of advance directives.
Living Will (Medical Declaration)This is a document that allows a person to state ahead of time that he/she does not want to be given life-sustaining treatment if the person later is incompetent and in a terminal condition or persistent vegetative state.
Medical Durable Power of Attorney for Health Care DecisionsThis is a document that allows a person to name someone else to make medical decisions for him/her when he/she is unable to make medical decisions. The agent’s decisions carry the same weight as would those of the patient.
Do Not Resuscitate (DNR) OrderThis is a decision, normally made in advance of an emergency situation, not to administer cardiopulmonary resuscitation in the event of an acute cardiac or respiratory arrest while in a hospital or healthcare facility.
CPR (cardiopulmonary resuscitation) DirectiveA CPR directive is designed for persons outside of a hospital setting and is created by a person to indicate he or she does not want cardiopulmonary resuscitation.
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Advance Directives con’tMedical Orders for Scope of Treatment (MOST)
MOST incorporates the advance directive into medical orders. It establishes the portability of orders from one healthcare setting to another, and from one provider to another. What is Community Hospital’s Policy on Advance Directives?Community Hospital recognizes and respects the rights of our patients to agree to or to refuse medical treatments. We encourage our patients, their families and physicians to clarify with one another both current and future treatment choices. We are happy to assist you by providing you with a copy of the Your Right to Make Healthcare Decisions booklet, which contains the most common advance directives. We will make every effort to assure that a patient’s wishes are followed as long as they are understood and can be carried out according to Colorado law. Where Should I Keep My Advance Directive?Keep a copy in a safe place where you and family members or friends can locate it. It is a good idea to give copies to your physician and attorney, and to have a copy on hand in the event of an inpatient hospital admission.How Can Community Hospital Help Me Complete an Advance Directive?A number of Community Hospital professionals are available to assist you in answering your questions regarding this important issue. We are also happy to provide you with a copy of Your Right to Make Healthcare Decisions. Please feel free to talk with your nurse, a case manager at 644-3130 or our patient advocate at 644-3154.How Do I Register a Concern or a Complaint About My Advance Directives?To access information about or register concerns regarding advance directives, patients or their families may contact:Colorado Center for Hospice & Palliative Care, 9200 East Mineral Ave Ste 1140, Centennial, CO 80112. Email: [email protected] / Phone: (877) 940-3433
Colorado End-of-Life Options ActColorado West Healthcare Systems d.b.a. Community Hospital wishes to provide this notice to advise our patients that Community Hospital is opting out from facilitating patients with their rights under Colorado’s End-of-Life Options Act.
The Colorado End-of-Life Options Act authorizes medical aid in dying and allows a terminally ill adult to end his or her life in a peaceful manner. The patient must meet several requirements, including:
• A prognosis of six months or less;• Mental capacity to make an informed decision;• Residency in Colorado; and• Has requested and obtained a prescription for medical aid-in-dying medication.
Colorado law recognizes certain rights and responsibilities of qualified patients and health care providers under the End-of-Life Options. Under the Act, a health care provider, including Community Hospital, is not required to assist a qualified patient in ending that patient’s life.
Community Hospital has chosen not to participate under the Act. When a patient expresses intent to request medical aid-in-dying medication, the patient will be informed that Community Hospital, its physicians employed or under contract, its pharmacies, and other employed healthcare professionals, will not participate in providing medical aid-in-dying medication for self-administration on Community Hospital premises.
Any patient wishing to request medical aid-in-dying medication while a patient at this hospital will be assisted in transfer to another facility of the patient’s choice.
Community Hospital caregivers will still provide other requested end-of-life and palliative care and other services to patients and families.
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Food Service & Flying Pig CaféFood Service
Community Hospital is pleased to provide our patients with meals through an innovative room service program. You may order food items from your menu anytime between 7 a.m. - 7 p.m. daily. Simply dial FOOD (3663) on the telephone to place your order. Your meal is freshly prepared and delivered to your room in 30 minutes or less.
Visitor Food Services Family members, friends and visitors are welcome to order a meal or other food items using room service. Please pay the server who brings your meal. Orders may be placed anytime between 7 a.m. - 7 p.m. by dialing FOOD (3663) and speaking to food services. Flying Pig Café is located on the lower level of the hospital. The café offers a wide variety of food and beverages including a hot entrée special each day, salad bar, sandwiches, grab & go salads and sandwiches, homemade soups and desserts. Hours: 7 a.m. - 6 p.m. Monday - Friday 7 a.m. - 3 p.m. Saturday & SundayBreakfast Buffet: 7 a.m. - 10:00 a.m. Monday - Friday Lunch Buffet: 11 a.m. - 3 p.m. Daily
Visiting HoursFamily and friends are welcome. Both inpatients and outpatients have the right to impartial access to visitation. Visitation rights include the right to receive visitors designated by the patient, including, but not limited to, a spouse, a domestic partner (including a same-sex domestic partner), another family member, or a friend. If you would prefer not to have visitors or to limit your visitors, please ask your nurse and visitation will be restricted. In order to protect your privacy, or if a clinical procedure is occurring and there is a concern for infection prevention, nursing staff may request that visitors leave for a short time, but this is only for privacy or clinical reasons. We also request that all our patients respect other patients’ needs for quiet, rest and privacy.Specifically for our labor and delivery floor we have quiet time from 2 p.m. to 4 p.m. Upon patient request, there will be no visitors allowed during this time, so our new parents and babies can rest. We ask that no children under the age of 12 visit unless they are the sibling of the infant.
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Wifi/Entertainment ServicesWifi services are free and do not require a password.
1. Connect to CHGUEST Wireless network2. No password is required3. Open Internet Explorer or other web browser4. The page will redirect to our User Agreement Policy5. Click Accept
Please see the comfort menu included in your patient binder, or speak to your nurse for other entertainment options.
Information & EducationCommunity Hospital’s library has a large collection of medical books, journals and pamphlets carefully selected for accuracy and readability. The library is located on the first floor of the hospital. It is open Monday through Thursday from 8 a.m. - 4:30 p.m. and Friday from 8 a.m. - 3:30 p.m. For more information, please call 644-3495.
TelephonesYou are welcome to use your cell phone in patient rooms, however telephones are provided for each patient. Local calls are free; you may access an outside line by dialing 9. You have two options in placing long-distance calls: you may charge them to your long-distance carrier or place them as a collect call. If you experience any difficulty in placing your call, please press 0 and a hospital operator will assist you. If you are calling within the hospital (i.e., for room service) simply dial the last four digits of the number. We encourage patients to restrict their telephone phone calls after 9 p.m. to reduce patient disturbances and allow for proper rest.
Chaplain ServicesWe believe that the healing process demands attention to the spiritual, as well as the physical and emotional needs of each patient. Community Hospital’s non-denominational chaplains are available, regardless of your religious affiliation. If you would like to talk to one of our chaplains, please ask any care provider or leave a message at 644-3154.
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Tobacco, Nicotine Products and Marijuana UseCommunity Hospital is a tobacco, nicotine, and marijuana–free facility. This means that patients, visitors, employees, volunteers, and physicians are prohibited from using tobacco, electronic nicotine delivery products, and marijuana anywhere inside or outside Community Hospital’s buildings or on its grounds.
If you are a patient and use tobacco or, electronic nicotine delivery products please notify your nurse. This information will be forwarded to your physician who can make arrangements to provide you with nicotine-abatement products, or discuss alternative resources for you.
Herbal/Natural MedicationsGuidelines For Using Herbal/Natural Medications
• Your physician needs to be aware of ALL medications you are using whether herbal/natural, or over the counter. This includes medical marijuana or marijuana-derived products such as CBD oil.
• Discuss the use of herbal medications with your physician to assure compatibility with other medications you may be using and potential harmfulness.
• Never use herbal medicine as a substitute for what your physician has prescribed.• Use caution regarding unrealistic claims regarding the herbal/natural medicines usage (i.e.:
will cure diabetes, etc.)• Carefully check the credentials of any complimentary specialist you are considering using.• Keep informed of advances in conventional medicine in conjunction with herbal/natural
medicine.• Please note that most herbal natural medications carry a Do Not Use during Pregnancy
warning. There are particular concerns with the use of marijuana during pregnancy; please speak to your healthcare provider in regard to smoking or consuming marijuana products if you are pregnant.
• The American Society of Anesthesiologists strongly advises stopping all herbal/natural medications at least two weeks prior to surgery.
Medical RecordsPlease note that your medical record is the property of Community Hospital. As a patient, you have the right to review your medical record. You may obtain a copy of your record after you have been discharged from the hospital. To receive a copy of your record, you will need to provide a photo I.D. and complete an authorization for release. Copying fees may apply. To obtain further information, please contact the Health Records Information Department at Community Hospital, 644-3390.
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Case Management According to the Case Management Society of America, the primary goal of the case management department is to be a patient advocate; empowering patients and families by providing them with information to make informed healthcare choices.All patients and their representatives at Community Hospital may at any time request a discharge planning evaluation and the case managers will provide this evaluation upon request. Community Hospital’s case managers are actively involved with discharge planning to ensure patients receive continuity of care and are discharged to a safe environment. Anticipation of post-hospital needs and appropriate discharge planning are priorities for the case managers. Your Community Hospital case manager along with your physician will help you make your transition back into your home by arranging for services or medical equipment that you may need. If you require continued care or rehabilitation, the case manager will make those arrangements, too.For private insurance patients, the case manager is responsible for communicating with the insurance company to obtain authorization for the hospital stay and assisting with any discharge needs.The Medicare conditions of participation require facilities to perform utilization review of all patients admitted to the hospital. The case manager reviews medical records to ensure admission criteria is met, treatments are appropriate, and evaluates the use of hospital resources. For more information, call the Case Management Department at (970) 644-3130.
Hospital Experience SurveyImproving the Patient Experience: Community Hospital is committed to making the hospital experience as positive as possible. To that end, you might receive a written survey in the mail about 2-3 weeks after your hospital stay. Please take the time to give us your opinion about your hospital experience. The survey is anonymous unless you choose to give your name. Use the pre-paid envelope to return the survey to the independent company. They compile the results that help us to understand where we did well and where we can improve. We appreciate your feedback!
Daisy AwardWe ask you to participate in recognizing a staff member who has demonstrated extraordinary acts of compassionate service while they have cared for you or your loved one during your stay. Inside your booklet folder you will find a nomination form for a Daisy Award.
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Healthcare Billing ProcessGeneral Billing Guidelines:
• Within a few days of receiving services at Community Hospital you will receive an Itemized Statement of Services. This is not a bill. However, it is important that you retain this statement for your records and reference.
• If you do not have insurance, or your insurance does not provide you with 100 percent coverage for healthcare services, you will receive a Statement of Account from Community Hospital for any unpaid balances. The time period for receiving the statement can vary from a few weeks to six months dependent on the response we receive from your insurance company.
• You will receive a statement from Community Hospital when your physician uses laboratory services, even if you did not visit Community Hospital for your testing. This could be for blood work, urine samples, pap smears, a biopsy, or other samples sent for us to analyze.
• In addition to your hospital statement, you may receive another bill from a physician for professional fees associated with services such as radiology, pathology or anesthesiology. Physicians in these specialties have staff privileges at Community Hospital but do not work for the hospital and therefore, bill separately.
Financial Assistance:Community Hospital will provide, without discrimination, care for emergency medical conditions to individuals regardless of their eligibility for financial assistance or for government assistance. Consistent with our mission to improve the health and quality of life of the individuals we serve, Community Hospital also has two financial assistance programs available for non-emergent care, the Colorado Indigent Care Program and Community Hospital Sliding Scale Program. We encourage patients to apply for financial assistance and patients with or without insurance may be eligible. This assistance is only for use on balances after all other payors have processed. To qualify, a hospital balance(s) must be $250.00 or greater, a balance at Grand Valley Oncology must be $100.00 or greater.
Financial InformationAccount representatives are available to discuss any questions you may have regarding your account. To speak to your representative please dial 257-6200. Please note, you will receive a statement from AR Services, as they are our billing partner. Deductibles, co-payments, and other amounts not covered by insurance are the responsibility of the patient. Accepted forms of payment are cash, personal check and credit card. Payments may be made at the reception area of the main hospital building or at our business office location, 2004 N. 12th Street, Grand Junction, Colorado, second floor.
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Financial Assistance con’t:Financial assistance is not insurance and is not accepted by other healthcare providers and may not be combined with cash discounts. The type of services you receive determines the financial assistance program you may qualify for. Services excluded from all financial assistance programs include but are not limited to: plastic surgery, bariatric services and dental services.Community Hospital will accept proof of financial assistance from other facilities. In this instance, patients are required to provide their current financial assistance cards along with a current picture ID.
Financial Assistance is not considered to be a substitute for personal responsibility. Patients are expected to cooperate with procedures for obtaining financial assistance, and to contribute to the cost of their care based on their individual ability to pay.
Colorado Indigent Care Program (CICP): This is a program sponsored by the state of Colorado. Applicants must be Colorado residents and establish lawful presence in the United States. If you qualify for CICP, you will automatically also qualify for Community Hospital’s Sliding Scale Program. Qualifying services: Emergency services (facility and physician charges), inpatient care and hospitalist charges. CICP Income and household size guidelines:
Required documents include (but are not limited to): • Medicaid and/or CHP+ denial for every family member who may be eligible• Copies of all medical bills incurred during the past year• Copies of personal and business checking and savings bank statements• Copies of all income sources• Documentation of U.S. citizenship and Colorado residency• Verification of assets that can be converted to cash without penalty, vehicle registration
Copayments for services range from $0 - $2,480 depending on approved qualification level.
Healthcare Billing Process con’t
Family Size 1 2 3 4 5 6Income Maximum
$30,350 $41,150 $51,950 $62,750 $73,550 $84,350
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If you need financial assistance or would like to receive a full copy of our financial assistance policy
please call (970) 644-3144 or 644-3156.
Community Hospital Sliding Scale Program: This program is solely funded by Community Hospital. There are no residency requirements.
Qualifying services: Emergency (facility and physician charges), inpatient care, hospitalist charges, Grand Valley Primary Care services, Community Care of the Grand Valley, Grand Valley Oncology services and outpatient services including but not limited to lab, radiology, surgery, observation stays.Sliding scale income and household size guidelines:
Required documents include (but are not limited to): • Medicaid and/or CHP+ denial for every family member who may be eligible• Copies of all paid medical bills incurred during the past year• Copies of personal and business checking and savings bank statements• Copies of all income sources• Verification of assets that can be converted to cash without penalty, vehicle registration
Copayments for services range from $0 - 58.5% of balance depending on approved qualification level. Adjustments will be on Community Hospital percentage only.
We are now a CAAS site for Health First Colorado (Medicaid).
Family Size 1 2 3 4 5 6Income Maximum
$57,429 $77,224 $97,016 $116,834 $136,580 $176,392
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Notes
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Notes
Notes
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Medication Name(over-the-counter, herbs, vitamins,
creams, etc.)
Strength (gm, mg,cc,ml,
etc.)
When & How Often
(am/pm, after meals, etc.)
How Many(# of pills, units, puffs, drops, etc.)
Reason for Taking
Current Medications
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Medical History
Illness and health history:
Surgeries: Date:
Significant family health concerns:Father:
Mother:Siblings (brothers/sisters):
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Important Numbers
In an Emergency Please Notify (Name)
Relationship Home Phone Number
Office Phone Number
Physician Specialty Office Phone Number
After Hours Phone Number
Yes, I have an Advance Directive. It is kept in the below listed location:
Insurance Information
Insurance Carrier Insurance # HMO: � Yes � No
Medicare # Medicaid # Supplemental Insurance ___________________ Supplemental Insurance # Social Security #
Community Hospital Phone List
We appreciate your choosing Community Hospital and want to ensure we provide you with all the resources you need before, during, and after your stay with us. Please contact us if there are any questions we can answer or any services we can provide.
Main Hospital: (970) 242-0920
Patient Advocate: (970) 644-3154
Chaplain: (970) 644-3154
Surgery: (970) 644-3300
Medical Surgical Department: (970) 644-3570
Intensive Care Unit: (970) 644-3465
Discharge Planning/Case Management: (970) 644-3130
Billing Office: (970) 257-6200
Financial Counselor: (970) 644-3144 or 644-3156
Health Records: (970) 644-3390
Patient Portal (online access to patient records): (970) 644-3393
Radiology Scheduling: (970) 644-3158
Hotel Accommodations:
(970) 644-3154 Or visit YourCommunityHospital.com1. Patients & Visitors2. Out of Town Guests3. Patient Services Hotel Listing.
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