Patient and Visitor Information

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Welcome to Carilion Tazewell Community Hospital

To Our Patients:

We appreciate the confidence you have placed inus for your care. Our team of physicians, nurses andstaff are committed to providing you with excellentservice throughout your stay at Carilion TazewellCommunity Hospital (CTCH).

We pride ourselves on our friendly and caring environment. From physicians and nurses who manage your medical care, to the support staff overseeing your comfort, we have dedicated ourselves to your better health.

At CTCH, our motto is, “You can trust our family to take care of yours.” We are dedicated to fulfilling this commitment as a hospital and a community to offer you and your family care you can count on.

To orient you to the hospital’s services, we have prepared these materialsfor use during your stay. Should you have additional questions or concerns, please feel free to ask any member of our staff.

We thank you for the privilege of serving you. Again, welcome to CarilionTazewell Community Hospital.

Sincerely,Randal L. SwatzynaHospital Administrator, Carilion Tazewell Community Hospital

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We’re Here to ServeProviding you—our patient—with the best possible care takes the cooperative efforts of many different people doing many different jobs. Not only are there doctors, nurses, therapists and technicians to help you,there are many employees working behind the scenes to make your stay as comfortable as possible. No matter what job the staff at Carilion TazewellCommunity Hospital is doing, they’re doing it for you.

CARILION TAZEWELL COMMUNITY HOSPITAL MISSION, VALUES AND VISION

OUR MISSION:Carilion Tazewell Community Hospital, a nonprofit organization, will provide, or provide access to, quality cost-effective, patient-focused, primary medical services, illness prevention programs and services for thepromotion of healthy lifestyles to the residents of Tazewell County and thesurrounding areas.

OUR VISION:We envision CTCH will provide the primary medical care services neededby our citizens through a coordinated system and network of services thatare delivered by CTCH and Carilion Clinic. We will:

• Be committed to delivering superior quality and value.• Reflect the values of the community and serve the needs of its residents.• Be committed to developing and participating as a partner of an integrated system of comprehensive health services.

• Strive to meet quality standards in all aspects of operation and will expect each of our board members,employees, contractors, medical staff, and volunteers to maintain the highest standard of personal and professional conduct.

• Respect the individual patient’s rights and needs to the extent consistent with the hospital’s policies.• Form effective partnerships with the medical staff, and other health-related providers in order to delivercomprehensive healthcare services.

• Operate as a corporate entity that strives to provide quality services, to contain the associated costs and tomaintain fiscal viability necessary to meet the needs of the citizens.

OUR VALUES:• Respect: We acknowledge the dignity, diversity, and worth of the people we serve, each other, and ourinstitution.

• Integrity: We act responsibly, honestly, and confidentially and within ethical and professional principles.• Excellence: We strive to improve continually in everything we do as individuals, teams and as an organization.

• People: The people of CTCH are the source of its success, knowledge, skill and compassion.

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Table of Contents

About Carilion Tazewell Community Hospital . . . . . . . . . . . . . . . . . . . . . . . . 4

Patient Care Partnership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Understanding Your Rights and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . 4Patient Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Patient Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Advance Directives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Infection Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Voicing Your Compliments or Concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Helpful Information at Your Fingertips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Calling From Your Room or Within the Hospital . . . . . . . . . . . . . . . . . . . . . . . . 9Outside Telephone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Vending Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Mail and Flowers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Spiritual Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Newspapers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Visitation Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Volunteers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Sitters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Patient Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Accommodations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Admission and Planning for Discharge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11HIPAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Identification Bracelet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Pass Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Patient Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Meals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Regarding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13What You May Need During Your Stay, What to Leave Home . . . . . . . . . . . 14Your Care While You Are With Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Health Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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About Carilion Tazewell Community Hospital

Located in the beautiful mountains of southwest Virginia, Carilion TazewellCommunity Hospital (CTCH) is a 56-bed acute care facility. We primarilyserve Tazewell County and the southern W.V. counties of Mercer andMcDowell. CTCH officially became part of the Carilion Clinic family in 2008,but has been under Carilion’s management since 1981.

CTCH offers a wide variety of services, including, but not limited to:

• Cardiopulmonary service• Emergency Department• Home Care• Inpatient medical care/hospitalists• Lab services• Physical rehabilitative services• Radiology/imaging diagnostics• Surgical services

CTCH is dedicated to community, history and family, as exemplifiedthrough memorials and tributes throughout the hospital. Local artists’ worksdecorate the halls and the “Tree of Love,” located in the west wing, sharesthe legacy of those who have contributed to the hospital’s expansion fundover the years.

At CTCH, you can trust our family to take care of yours.

Patient Care Partnership

UNDERSTANDING YOUR RIGHTS AND RESPONSIBILITIES

Carilion Tazewell Community Hospital and all other Carilion Clinic facilitiesare committed to providing an environment which fosters quality health-care for its patients as described below. Employees are expected to assistpatients in understanding and exercising their rights. Likewise, patients areexpected to understand their responsibilities to their caregivers and otherindividuals attempting to provide services to them.

Our entire staff serves the community in all their ethnic, religious and eco-nomic diversity. Our goal is for you and your family to have the same care

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and attention we would want for our families and ourselves. The following sections explain some of the basics about how you canexpect to be treated during your hospital stay. They also cover what we willneed from you to care for you better. If you have questions at any time,please ask them. Unasked or unanswered questions can add to the stress ofbeing in the hospital. Your comfort and confidence in your care are veryimportant to us.

PATIENT RIGHTS

We are dedicated to giving you the best healthcare and service possible. As a patient here, you may expect to receive considerate and respectfulcare. We will honor your rights to be informed and to be involved in mak-ing decisions about your care. You have the following rights as a competentadult patient:

• You have the right to know about your illness and proposed treat-ment and to participate in the development of your plan of care.Information will be given to you by your doctors and other membersof your healthcare team in language you can understand.• You have the right to make decisions about your care, including theright to know why you need an operation or treatment and who willperform that operation or treatment. This includes the right to refusecare or treatment and to know what may happen if you do not havethis care or treatment.• You have the right to make an advance directive about your health-care treatment preferences and to have hospital staffs comply withthat directive. • You have the right to access all information contained in your med-ical record within a reasonable amount of time (usually 15 days). Thisincludes the right to know the name of the doctor who is in chargeof your care and the names of all other health system staff taking careof you.• You have the right to have the presence of a support person, such asa family member, close friend or loved one. The presence of that sup-port person may be limited if it infringes on others’ rights, raises safetyconcerns or is not medically indicated. You have the right to haveyour support person and your own physician notified promptly ofyour admission to the hospital.• You have the right to receive treatment in a safe, abuse-free environ-ment without discrimination as to age, race, ethnicity, religion, cul-

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ture, language, physical or mental disability socioeconomic status,sex, sexual orientation, gender identify or expression, or source ofpayment.• You have the right to personal privacy while in the hospital and tohave all information about your illness and care treated as confiden-tial.• You have the right to be free from restraints or seclusion of any formthat is not medically indicated.• You have the right to receive appropriate assessment and manage-ment of pain.• You have the right to agree or refuse to take part in any study orexperiment related to your care or treatment.• You have the right to take part in resolving ethical issues or conflictsthat arise during the course of your care.• You have the right not to be transferred to another facility unless youare given a complete explanation of the transfer, informed of alterna-tives to the transfer and consent to the transfer.• You have the right to review your bills and have any questions youhave about them answered.• You have the right to discuss your concerns or file a complaint withthe hospital regarding your experience as a patient here, and toreceive a response in a timely manner. You also have the right to aninternal appeal to any response that you receive and a right to file acomplaint with an external agency.• You have the right to know your rights and responsibilities beforetreatment, if possible.

PATIENT RESPONSIBILITIES

In order to receive optimal care, you and your family are responsible for:

• Providing accurate information about your present illness and pastmedical history and wishes for your medical care.• Seeking clarification when necessary to fully understand your healthproblems and the proposed plan of care.• Following through on your agreed plan of care.• Considering and respecting the rights of others.• Being courteous.• Providing accurate information for insurance claims and working withCarilion Clinic to make payment arrangements when necessary, so thatothers can benefit from the services provided here.

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• Following visitation policies of the hospital.• Following the rules and regulations of Carilion Clinic and of theCommonwealth of Virginia, which forbid:

- Engaging in verbal or physical abuse.- Using alcohol or illegal substances.- Carrying weapons of any kind.

ADVANCE DIRECTIVES

You have rights under Virginia law to make decisions about your medicalcare. These rights include the right to accept or refuse care and the right tomake advance directives about your care (a durable medical power of attorney and/or a living will). For further information about your advancedirective, please consult the case manager or your nurse.

INFECTION CONTROL

Everyone plays an important role in infection prevention including hospitalstaff, patients and visitors. Clean hands are your best protection againstinfection. Clean your hands before you eat, after using the restroom, beforeand after changing wound dressings, and after contact with body fluids.You can clean your hands with soap and water or by using a hand sanitizer.

Follow these steps to ensure adequate cleaning of hands:

- Wet hands with warm water and then apply soap. Rub your handstogether vigorously for 15 seconds or longer. Get in between fingersand scrub wrist areas. Friction is necessary to rid your hands ofgerms. Rinse your hands and dry them. Use a clean paper towel toturn off the water faucet. Discard the paper towel in a trash can.

- Waterless hand sanitizers are very effective for preventing the spreadof infection, if you use enough to over your hands and wrists well.After applying the sanitizer, it should take about 15 seconds to rubyour hands dry.

- Expect our staff to clean their hands before and after patient care.Remind them if they forget. It’s okay to ask someone to clean theirhands. Your health may depend on it.

Cover your sneeze or cough with a tissue. If you don’t have a tissue, coughor sneeze into your upper arm – not your hands! Before you cough orsneeze you should always turn away from other people. Discard used

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tissues in the trash and then clean your hands.

Ask family and friends not to visit if they’re sick. If they must visit, ask themto talk to the nurse before entering the room. Protective items, such as amask, may be required.

Make sure to eliminate germs when you go home by using disinfectants,such as sprays and wipes, to clean surfaces often. Some germs can livethree days or longer on hard surfaces. That’s why it’s so important to fre-quently disinfect surfaces like countertops, sinks, phones and TV remotes.

VOICING YOUR COMPLIMENTS OR CONCERNS

We are always interested in improving. If you have any concerns aboutpatient care and safety in the hospital that have not been addressed, pleasecontact the hospital’s management. Ask your nurse or the hospital operatorto call an administrative representative for you. If you have questions, com-ments, or concerns about your care or safety, please contact our hospitaladministration at 276-988-8701.

If you have questions about patient rights or responsibilities, quality of care,coverage decisions or premature discharges, you may also notify:

Virginia Department of HealthOffice of Licensure and Certification9960 Maryland Drive, Suite 401Richmond, Virginia 23233Phone 800-955-1819

Carilion Tazewell Community Hospital is accredited by several agenciesincluding The Joint Commission, whose mission is to continuously fosterand improve the safety and quality of care provided to the public throughthe organizations that seek its accreditation.

If issues cannot be resolved by the hospital, you may also contact The JointCommission’s Office of Quality Monitoring. You may report any concerns orregister complaints about a Joint Commission-accredited healthcare organi-zation by calling 800-994-6610 or emailing complaint@jointcommission.org.

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Helpful Information at Your Fingertips

CALLING FROM YOUR ROOM OR WITHIN THE HOSPITAL

Telephones are provided for your use at no charge. For local calls, dial 9 foran outside line. For long distance, you will need to have a calling card orcall collect. Dial 0 to reach the hospital operator for assistance. Cellular ormobile phones may also be used in designated areas.

OUTSIDE TELEPHONE CALLS

Your room phone has a direct number for your family and friends to use.Please ask your nurse for the direct telephone number to your room if it isnot noted on your telephone. The main telephone number is 276-988-8700.Calls to patient rooms through the hospital operator are not forwardedafter 9 p.m.

VENDING MACHINES

Vending machines are available 24 hours daily and are located in the snackbar next to the entrance to the Physical Therapy Department.

MAIL AND FLOWERS

Any mail or flowers addressed to you will be delivered to your room. Youraddress at the hospital is: Your Name, Carilion Tazewell Community Hospital,141 Ben Bolt Ave., Tazewell, VA 24651. Mail received after your discharge willbe sent to your home address. We will contact you if flowers are receivedafter your discharge to arrange pick up. Our volunteers will gladly mail outstamped letters or cards you wish to send.

PARKING

Visitors should park in designated spaces in the west parking lot (on theEmergency Department side of the building). The circular drive near thefront door is for drop-off only. Please do not leave a vehicle parked thereunattended.

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SECURITY

Hospital entrances, except for the Emergency Department, are locked dailyfrom 8 p.m. until 6 a.m. The Emergency entrance is open 24 hours a day,every day. Security personnel are on duty 24 hours a day. Video surveil-lance is used in the hospital and on its campus.

SPIRITUAL CARE

You may request a visit from the chaplain by dialing “0” for the hospitaloperator or by notifying your nurse.

NEWSPAPERS

Complimentary weekly newspapers from the Tazewell County Free Press areavailable. Newspaper vending for the weekly Clinch Valley News is also available.

VISITATION HOURS

Rest is extremely important in the recovery process. Normal visiting hoursare 1 – 8 p.m. for medical and surgical visits.

VOLUNTEERS

Volunteers help make your stay more comfortable by assisting in manyways, including:

• Greeting visitors and providing hospital information and directions.• Providing hospital information and directions.• Delivering mail, flowers and packages in the hospital for patients.• Working in our Gift Shop.

If you have special skills or interests, or simply wish to donate your time tovolunteering, contact 276-988-8700.

SITTERS

If you have been asked to sit with a patient who is confused or at risk forfalls, please let the nurse know when you leave so they can monitor thepatient in your absence. Overnight sitters must be at least 18 years old. Ifthe patient is in a semi-private room, the sitter must be of the same genderas the patient.

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Patient Services

ACCOMMODATIONS

We make every effort to provide you with a comfortable hospital room.Your room assignment at Carilion Tazewell Community Hospital is basedupon your condition and the bed availability on the day of your arrival.

ADMISSION AND PLANNING FOR DISCHARGE

We appreciate your cooperation in helping us complete your admissionform. This form is not only a vital part of our medical and legal records, butit is required by Virginia law. All information on your admission form is keptconfidential. The admitting offices will also ask you to sign necessary formsand make financial arrangements for any balance not covered by insurance.Any deductible not covered by insurance is expected at the time of admis-sion.

Your continued recuperation and the continuity of services are dependentupon effective discharge planning. Your hospitalist or primary care physi-cian will help coordinate and authorize your discharge. Your case managerwill assist you and your family in coping with your hospitalization and assistyou in making plans and arrangements for your continued care once youleave the hospital. These services include assistance with nursing home oradult home placement, home health and hospice care, transportation, anynecessary home equipment needs or services, and referrals to communityresources.

Please make sure to take all personal belongings with you when you aredischarged. Any valuables you have when admitted can be secured andrecorded by the nursing staff upon your request. For your safety, please donot leave the hospital without someone from our staff to assist you.

HIPAA

The Health Insurance Portability and Accountability Act (HIPAA) of 1996established national standards to protect patients' personal and medicalrecords. The regulations outlined by HIPAA protect the medical records andother personal health information maintained by healthcare providers,health plans and health insurers and healthcare clearinghouses. If you haveany questions about your privacy rights as a patient, please ask your casemanager or nurse.

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IDENTIFICATION BRACELET

When you are admitted, you will be given a wristband with your name onit. This band ensures proper identification for medication and procedures. Itmust be worn at all times during your hospital stay.

PASS CODE

At CTCH, a pass code will be assigned to each patient upon admission.Information regarding the patient will only be shared with persons who canprovide the pass code.

PATIENT SAFETY

We are sincerely committed to doing everything possible to make you feelsafe during your stay. Please help us help you by following these safety regulations:

• Electrical Equipment- Electronic devices often interfere with medical equipment, so personalradios, televisions, computer games, mobile phones and non-essentialgrooming items may not be allowed in patient rooms. Personal cellphones may be used in the main lobby, waiting areas and all exteriors.• Room Safety

- Side rails are used for your personal safety and welfare. Only nurs-ing personnel should make any adjustment in side rails.- A nurse call system is within easy reach. Please use the call systemfor assistance, particularly if you've been asked to do so.- Tell our staff right away if any equipment in your room isn’t work-ing properly.- Don’t try to get in or out of a wheelchair by yourself. Always ask forhelp if you need assistance.- The bathroom contains an emergency cord if you need assistance.Don’t try to get up without help if you feel weak or unsteady.

• Smoking- Carilion Tazewell Community Hospital is a tobacco-free facility.Smoking or use of any of tobacco products is prohibited on thehospital’s campus.

There may be a fire or disaster drill while you are in the hospital. These drillsare required by law, and are designed to prepare staff in the event of a realdisaster. During these drills, we ask you and your visitors to remain in yourroom.

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MEALS

Your doctor, in consultation with a registered dietitian, will determine thediet best suited to your personal and specific nutritional needs.

REGARDING YOUR BILL

The hospital's basic daily charge includes your room and a portion of yournursing care, medical records, bedside meals, housekeeping, laundry, building maintenance and admissions. Depending on your doctor's orders,additional charges will be made for items such as medications, anesthesia,operating room, recovery room, laboratory tests, X-rays, respiratory therapy,and other diagnostic and therapeutic services.

If you have insurance, you can help us in expediting your claim by furnish-ing the following information:

• Copy of insurance card• Name of the company that carries your group insurance• Policy number• Whether your insurance requires pre-admission review

Our staff will file claims for you with healthcare insurers or other programs,such as Medicare and Medicaid. All co-insurances are due and payablewithin 30 days after your insurance pays. If you do not have insurance, youare requested to make a cash deposit at the time of admission. The differ-ence between the cash deposit and the full amount of the bill is expectedto be paid within 30 days. If other arrangements are necessary, please con-tact our business office or Carilion Patient Payment Services.

Carilion Clinic also offers assistance to patients with limited ability to meettheir financial obligations. A patient financial specialist from EligibilityAssistance Service may contact you while in the hospital to assist you inmaking financial arrangements.

If you have questions, please contact Patient Payment Services or our busi-ness office at 540-224-5500 or at 888-822-1872.

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WHAT YOU MAY NEED DURING YOUR STAY, WHAT TO LEAVE HOME

For your comfort, please only bring essential personal items, such as paja-mas or a nightgown, bathrobe, slippers, personal toiletry items and readingmaterial. Also, bring the names and telephone numbers of family membersand friends who are your next-of-kin contact should we need to get intouch with them. Please leave jewelry and other expensive or sentimentallyvaluable items at home. If you wear contact lenses, dentures, removablebridges or a prosthetic device, please tell your nurse when you are admit-ted.

YOUR CARE WHILE YOU ARE WITH US

During your hospital stay, you may be seen by a hospitalist. When you aredischarged, you will return to the care of your primary care physician.Hospitalists are physicians who specialize in caring for patients in the hospi-tal. They do not have an outpatient medical practice.

Our hospitalists are also familiar with every specialist and department in thehospital, which enables them to consult with other professionals who par-ticipate in your care. Consultations with others are necessary in some cases,and our hospitalists will arrange for these, too. Please be sure to notify yourhospitalist if you are under the care of other doctors so they can beinformed of your hospital stay as well. Our nursing staff provides 24-hourcare during your stay and includes professional registered nurses, licensedpractical nurses and nursing assistants.

A unit director or manager is responsible for coordinating care on each unit.Please feel free to talk with our staff if you have questions or concerns.

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HEALTH INFORMATION

If you or a loved one have a medical condition and would like more infor-mation regarding a particular disease, please contact Carilion Clinic. Thehelp-line is staffed with nurses, available to assist you in finding appropriatesupport groups, printed material about your condition and educationalclasses that may be helpful to you.

Call Carilion Clinic with your health-related questions at 540-266-6000 or 800-422-8482, Monday – Friday, 8 a.m. - 5 p.m.

You may also find a wealth of healthcare information and service overviewson our website at www.CarilionClinic.org/ctch.

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Carilion Tazewell Community Hospital141 Ben Bolt Ave.Tazewell, VA 24651276-988-8700

www.CarilionClinic.org/ctch

©2011 Carilion Clinic Strategic Development J251 3/11/GG