In This Guide. 18 Speak Up. 22 Stay Safe. Our Addresses. Take charge of your care. You can contribute to health care safety

In This Guide Welcome to Sacred Heart Medical Center About Us Telephone Directory During Your Stay Visiting Hours Parking Visitors Welcome Room Select...
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In This Guide Welcome to Sacred Heart Medical Center About Us Telephone Directory During Your Stay Visiting Hours Parking Visitors Welcome Room Selection Communication Barriers Family Guest House Telephone Cell Phones Valuables Safety & Security Fire Safety Smoking Wireless Internet Access Online Resource Library Services Restrooms Guest/Visitor Food Service Lost and Found Patient Food Services Pharmacy Services Patient Snacks Gift Shop Mail and Flowers Spiritual Care TV

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18 Speak Up Take charge of your care.

22 Stay Safe You can contribute to health care safety.

Our Addresses RiverBend Campus 3333 RiverBend Dr. Springfield, OR 97477 University District Campus 1255 Hilyard St. Eugene, OR 97401



www.peacehealth.org 541-222-7300 :

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In this Guide continued

During Your Stay continued Prayer Care Chapel Daily Prayer Patient Room Service Channel Listing: University District Channel Listing: RiverBend 31 Don’t Leave Until... 6 things you should know before you walk out the door.

Speak Up Your Rights & Responsibilities Stay Safe Advance Directives Patient Services Advance Directives Living Will Health Care Proxy What are Advance Directives? Ethical Consultation Services Durable Power of Attorney

Your Privacy & Information Do You Have Pain? Don’t Leave Until… Preparing for Discharge 38 For the Caregiver Your role as patient advocate.

37 Resources 2

Going Home When You Are Discharged Leaving Sacred Heart What a Hospital Bill Covers Coordination of Benefits (COB) Uninsured? Medicare Commercial Insurance For Self-Pay Patients Financial Counselors Can Help Patient Financial Services

For the Caregiver Resources Giving Back Notes

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Welcome to Sacred Heart Mission & Values We carry on the healing mission of Jesus Christ by promoting personal and community health, relieving pain and suffering and treating each person in a loving and caring way. Our mission is supported by these core values: n Respecting Human Dignity and Worth: We respect the dignity and appreciate the worth of each person as demonstrated by our compassion, caring and acceptance of individual differences. n Stewardship: We choose to serve the community and hold ourselves accountable to exercise ethical and responsible stewardship in the allocation and utilization of human, financial and environmental resources. n Social Justice: We build and evaluate the structures of our organization and those of society to promote the just distribution of health care resources. n Collaboration: We value the involvement, cooperation and creativity of all who work together to promote the health of the community.

Welcome to Sacred Heart. Taking care of you is the most important thing we do. It’s why we’re here. And while you’re here, we want you to have the best experience possible. No matter why you are with us, we know that coming to the hospital is stressful. Our goal is to reduce your stress as much as possible so that you can heal better and faster. That’s why we welcome your loved ones here at all times and offer the many services and amenities you’ll find listed in this guide. At the same time that we strive to provide you with the best possible clinical care – from our highly skilled staff to the most advanced technology and treatments – we also seek to meet your spiritual and emotional needs. Healing doesn’t just happen. It takes a team, focused exclusively on each patient and family or loved ones. Our team is honored to have the privilege of being entrusted with your care. If you don’t find what you need in this guide, please let your caregiver know. And if you have any comments or suggestions for me, please feel free to call or e-mail me. I will do my best to respond to you promptly. Sacred Heart has been a part of this community since 1936. Medicine has undergone vast changes over the years, but our mission to care for all in need remains steadfast. We wish you well, and thank you for allowing us to serve you. To your health, Mel Pyne Chief Executive and Chief Mission Officer 541-686-3981, or [email protected] www.peacehealth.org 541-222-7300 :

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About Us

Sacred Heart has been serving the needs of the Eugene-Springfield community and beyond since 1936, when community leaders asked the Sisters of St. Joseph of Newark to come to Eugene to run the financially failing Pacific Christian Hospital. Today, with well over 400 beds across two campuses, Sacred Heart is one of the largest and most respected medical centers between Portland and San Francisco. Sacred Heart is part of the Oregon Region of PeaceHealth, the health care ministry of what is now called the Sisters of St. Joseph of Peace.

PeaceHealth also includes: n PeaceHealth Medical Group, the largest

and oldest multispecialty medical group serving Eugene, Springfield, Junction City, Creswell, Cottage Grove and Dexter. n Cottage Grove Community Hospital n PeaceHealth Laboratories, serving hospitals and clinics in three Northwest states. Visit us at www.peacehealth.org to get information about health care concerns, meet area physicians and learn more about the services we provide. 4

: 541-222-7300 www.peacehealth.org

OUR ADDRESS RiverBend Campus 3333 RiverBend Drive Springfield, OR 97477 University District Campus 1255 Hilyard Street Eugene, OR 97401 This is a tobacco-free hospital

Telephone Directory RiverBend MAIN NUMBER 541-222-7300 Advance Directives 541-222-2245 Ethics Consultation Services 541-222-2262 Financial Services 541-686-7191 Foundation 541-686-6958 Gift Shop 541-222-1340 Grievance Line 541-222-2495 Information and Patient Location 541-222-7300 Medical Social Work 541-222-2440 Patient Family Guest House 541-685-1970

Always dial 9 and the area code when calling outside the hospital. If you’re calling to a number inside the hospital, press only the last four digits of the number.

RiverBend Administration 541-222-2000 Dialysis (inpatient) 541-222-6388 Gift Shop 541-222-1340 Health Records 541-222-2166 Human Resources 541-222-6816 Hyperbaric Center 541-222-4500 Imaging 541-222-1700 Library Services 541-222-2280 Lost and Found 541-222-1160 Medical Staff 541-222-7001 Mother/Baby 541-222-6909 Nuclear Medicine 541-222-7010 Nursing Administration 541-222-6811 Oregon Heart & Vascular Institute Cardiovascular Wellness 541-222-7216 Know Your Numbers 541-222-6376 Pulmonary Rehabilitation 541-222-7442 Weight Management 541-222-3835 Patient Room Service 541-222-3663 Pharmacy 541-736-9895 Sleep Disorders Center 541-222-2402 Volunteer Services 541-222-2200 Wound & Ostomy 541-222-7155

Patient Room Service 541-222-3663 Spiritual Care 541-222-2245

Calling to a number inside the hospital? Press only the last 4 digits of the number

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Telephone Directory University District Administration 541-686-3660 Gamma Knife Center 541-984-4266 Gift Shop 541-686-6924 Health Records 541-686-6841 Human Resources 541-686-6816 Johnson Unit 541-686-7058 Lost and Found 541-686-7105 Oregon Rehabilitation Center 541-686-7400 Patient Room Service 541-686-3663 Regional Infusion Center 541-335-2800 Volunteer Services 541-686-6825

University District MAIN NUMBER 541-686-7300 Advance Directives 541-222-2245 Ethics Consultation Services 541-222-2262 Financial Services 541-686-7191 Foundation 541-686-6958 Gift Shop 541-686-6924 Grievance Line 541-222-2495 Information and Patient Location 541-686-7300 Medical Social Work 541-222-2440 Patient Family Guest House 541-685-1970 Patient Room Service 541-686-3663 Spiritual Care 541-222-2245

Calling to a number inside the hospital? Press only the last 4 digits of the number 6

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During Your Stay We have policies and procedures in place to help you and your family work with our doctors, nurses, and staff to get the most from your hospital stay. Please take a few minutes to review these guidelines with your loved ones.

nursing staff of the unit to verify the visit and issue an ID badge to each visitor. This check-in is vital to maintaining a secure hospital environment.

Parking

RiverBend: Parking for visitors is available at several locations: n Emergency patients may use the parking lot adjacent to the ED entrance on the Visiting Hours south side of the main hospital. RiverBend: Hospital n entrances are open from 6:00 Hospital visitors may use parking a.m. to 8:30 p.m. The main garage S located north of the hospital or lobby is open 24 hours a day, parking garage C located north of the seven days a week. Visitors RiverBend Pavilion. must check in with a security n Oregon Heart & Vascular Institute officer at the main lobby visitors should use the surface parking reception desk between 8:30 lots located west and south of the p.m. and 6:00 a.m. daily. The OHVI building. n officer will contact the nursing RiverBend Pavilion visitors should staff of the unit to verify the use parking garage C located north of visit and issue an ID badge to the Pavilion. n RV parking is provided in the back of each visitor. This check-in is vital to maintaining a secure the employee surface parking lot, south hospital environment. of the OHVI surface parking lot. n If you drove your own car to the University District: Hospital hospital, there is no problem leaving it entrances are open from 5:30 parked for the duration of your stay. a.m. to 8:00 p.m. Visitors must check in with a security University District: Parking for visitors officer at the main lobby is available inside the Central Parking reception desk between Garage, which is surrounded by Patterson 8:00 p.m. and 5:30 a.m. and Hilyard Streets and 12th and 13th The officer will contact the Avenues. The main entrance is off Visitors Welcome Visitors are welcome at any hour on many units. However, some units do limit visitation to help patients get the rest they need. Please check with your nurse. Visitors are limited to 2 at any time. Please keep noise to a minimum.

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During Your Stay Patterson. All parking is free, but requires validation, which is available from the reception desk in the main lobby. Note: If the gate is raised at the exit and no attendant is available, you may leave without submitting your validation. Emergency, Gamma Knife Center, Regional Infusion Center and Outpatient Rehabilitation patients may park in the lot adjacent to the ED entrance on the southeast corner of the hospital. Qualified patients receive an “Outpatient Series Permit.” n RV parking is available on the corner of Hilyard Street where it intersects with the alley between 11th and 12th Avenues; call Diamond Parking Services at 541-343-3733 to arrange for RV parking. n If you drove your own car to the hospital, there is no problem leaving it parked for the duration of your stay. n

If you need help lowering bed rails, please call for assistance. n Always use bedroom slippers when out of bed. n Never use a bedside cabinet or over-bed table for support. n Be careful when walking on floors wet from cleaning. n Ask for assistance getting in and out of a wheelchair. n Please tell your nurse about any unsafe conditions. n

Communication Barriers

The hospital offers interpreters, free of charge, to provide interpretation between patients and their caregivers, in person or by telephone or videoconferencing. Talk with Room Selection Your room will be assigned based on your your nurse if you need an interpreter, or call 541-222medical condition, your preference and room availability. If we are unable to place 2065. The hospital offers you in the room of your choice at the time special accommodations for hard of hearing and of admission, we will do so as soon as possible. Simply remind the nurse of your visually impaired patients preference. For your safety, please observe and family members by providing the following: these guidelines: Family Guest House The Children’s Miracle Network-Lions Family Guest House (541-685-1970) at 1057 Patterson Street in Eugene, serves as an inexpensive residence for patients’ family members or other caregivers who face relatively long-term lodging needs. When no rooms are available, Guest House staff can help you find other lodging, sometimes at reduced cost. 8

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n Large

print forms and magnifiers n Sign language interpreters n Assistive listening devices such as pocket talkers, FM systems, phone amplifiers, hospital kits and Real-Time Captioning. n TTY phones (located in the following lobbies: Main Lobby, OHVI, SPA and Emergency Departments.) n Closed captioning available on all TV’s. n Amplified phones in all public areas.

To call another area within the hospital: Press the last four digits of the number. n To make local calls: Press 9 and then the number. n To call long distance: Press 9 and then follow directions for the calling card provided by your long-distance carrier n To make a credit card call: Press 9 and then the access code for the carrier needed. n To make a collect call: Press 9 and then the access code for the carrier needed. n For calls beginning with 1-800, 1-888, 1-877 or 1-866: Press 9 and then the number. n

Cell phones

The use of cell phones is generally allowed throughout the hospital grounds and facilities, with the following restrictions: Family and friends may n Cell phones must not be brought call your room by calling 541-222-7300. Most patient within three feet of medical equipment telephones have a built-in in the ICU, cardiac units, NICU, Labor amplifying dial, allowing you & Delivery and Surgery. to turn up the sound on your n When staff suspects interference telephone. If you need problems, they may ask cell phone users a telephone amplifier or in close proximity to turn off their cell TTY machine, or if you are phone or move away to a safe distance. n unable to use your hands and Departments have the right to ban all need a speakerphone, talk to visitor cell phone use in their area. your nurse. Notice of such bans will be posted.

Telephone

Leave Your Valuables At Home Please do not leave valuables such as jewelry, cash, credit cards or a checkbook in your room. Please ask a family member to take your valuables home. If that is not possible, notify your nurse, and your valuables may be secured in an envelope in the hospital safe. They will be returned to you upon discharge. Sacred Heart Medical Center does not accept responsibility for items of value, unless they are kept in the safe.

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During Your Stay Safety and Security We strive to provide a safe and secure environment for you and your visitors. We recommend the following measures to keep you safe and your valuables secure: n Please do not leave any items visible in a parked car. n Visitors should not leave their possessions and valuables in their vehicles, waiting areas, dining rooms or a patient’s room. n Every staff member in the hospital should have an identification badge prominently displayed and should introduce themselves. You have the right to ask for identification. n Our security officers are happy to escort visitors to the parking garages or lots on the campus at any time. If needed, please ask your nurse to call an escort. After 8:30 p.m., visitors may stop by the main lobby security desk and ask the officer to arrange an escort for them. n If you are aware of a threat to you or are concerned someone inappropriate may visit you in the hospital, please ask your nurse to contact Security. We will take steps to address the threat and keep unwanted visitors from contacting you. n For everyone’s safety, weapons are not allowed in the hospital. This prohibition includes weapons covered by a concealed weapons permit. If you have any concerns with security,

please do not hesitate to ask your nurse or other staff members to contact Security.

Fire Safety In the event of a fire situation, you will hear “Dr. Red/Code Red” and location information from the overhead speakers. You will also see flashing strobe lights. Your caregivers are trained in fire response and will provide instructions on what to do. It is rare that full evacuation would become necessary. If this does occur, your caregivers will instruct and assist you in a safe evacuation.

Smoking Use of tobacco products is prohibited on all PeaceHealth properties. Family members and visitors wishing to smoke may get information about outdoor smoking locations at the reception desk in the main lobby. Thank you for helping us create a healthy environment for our patients, visitors, employees, volunteers and community.

Wireless Internet Access Guests at Sacred Heart Medical Center may use our free wireless connection to access the Internet. When searching for wireless networks, connect to PH-Guest-WiFi and then visit www.peacehealth.org/guestinternetaccess for more information. 10

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Online Resources Go to www.peacehealth.org to find these and other online care resources: n Find A Doctor: search for a doctor by name or specialty. n Web Nursery: friends and family members can see a photo of your newborn baby on our Web site. n E-mail  a Patient: Hospital volunteers print out and hand-deliver brief messages to patients twice a day, Monday through Friday. n Cheer Cards: send an electronic greeting card to your loved one. nS  urgery Patient Tracking: tracks the progress of your surgery for family and friends. nH  ealth Information Search: a comprehensive online medical database.

Library Services RiverBend: Trained Medical Librarians are ready to listen and respond to your health information needs. Here’s what we have to offer: n Internet access and staff to direct you to reliable websites for health answers n Access and assistance with electronic resources

Medication information in English and Spanish n Online medical library of textbooks, medical journals, pamphlet information. Key topics printed in Spanish. n Other databases provide information on traveler’s health, natural medicine and prescription drugs. n A lending library of consumer health books and videos. n Reference books including consumer health and standard medical reference sources. We have two library locations inside the hospital. Main Library: Southeast corner, second floor Phone: 541-222-2280 Email: [email protected] Hours: Monday – Thursday: 7:30 a.m. to 4:00 p.m., Friday: 7:30 a.m. to 2:00 p.m. Heart & Vascular Library: to the right of the Oregon Heart & Vascular Institute lobby, first floor. n

Restrooms Family members and visitors are welcome to use the restroom inside the patient room. There are also public restrooms located throughout the hospital.

Guest/Visitor Food Services RiverBend: The RiverView Café, on the second floor of the hospital, is made up of several individual eateries that emphasize personal choice and fresh ingredients. You’ll find espresso drinks, baked goods,

Lost and Found RiverBend 541-222-1160 University District 541-686-7105

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During Your Stay made-to-order omelets, sandwiches and wraps, fresh pizzas, fresh salads and fruit, vegetarian entrees, sautéed pasta dishes, fresh fish, American standards, refrigerated side dishes, dessert items and assorted beverages. Hours vary for the eateries. Vending machines are located on the second floor near the RiverView Café and are open 24 hours. Café Yumm!® serves delicious, nourishing food-using many organic ingredients-prepared fresh every day. It is located on the first floor near the surgery entrance. Phone: 541-736-9866. University District: The hospital cafeteria is located on the first floor and is open daily from 6:30 a.m. to 2:00 p.m. and from 5:00 p.m. to 7:15 p.m.

Patient Food Services Patient Meals: We serve three scheduled meals daily. Please notify nursing staff of any special diet requirements you may have. See the table on page 15 for a list of your options. RiverBend n Breakfast arrives between 7:30 a.m. and 8:45 a.m. n Lunch arrives between 11:30 a.m. and 1 p.m. n Dinner arrives between 5:00 p.m. and 6:15 p.m.

University District arrives between 7:45 a.m. and 8:45 a.m. n Lunch arrives between Espresso PRN is a specialty coffee 11:45 a.m. and 1 p.m. n Dinner arrives between shop located on the third floor near the main elevator and is open weekdays from 5:30 p.m. and 6:15 p.m. 6:00 a.m. to 5:00 p.m. Vending machines are located on the first floor near the Your first meal may be cafeteria, and are open 24 hours. Visitors preselected for you, but a will also find many restaurants within a menu to select today’s block or two of the hospital. lunch and dinner and tomorrow’s breakfast n Breakfast

Pharmacy Services A pharmacy is conveniently located in the lobby of the RiverBend Pavilion. They accept most types of major medical insurance including Medicare and Medicaid. If you’re currently not a Walgreens customer, they can transfer your prescriptions with a phone call. Hours: Monday-Friday: 9 a.m. to 6 p.m., Saturday: 10 a.m. to 2 p.m., Phone: 541-736-9895 12

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will come with your breakfast tray, and is also available at each nursing station. Your doctor may order diet restrictions, resulting in changes to your meal selections. Dietitians are available to discuss: Diets and restrictions Your individual needs n Your needs at home n

10:00 a.m. to 7:00 p.m. Weekends and holidays: 1:00 p.m. to 4 p.m. Opens at 7:00 a.m. the second Wednesday of every month. University District Gift Shop Phone: 541-686-6924 Monday through Friday: 10:30 a.m. to 4:30 p.m.

n

Patient Snacks An assortment of snacks and beverages are available to patients at each nursing station.

Gift Shop Magazines, paperback books, flowers, toys, candies and gift items are available in the volunteer-operated gift shop, Heartfelt Gifts, just off the main floor lobby. All proceeds benefit patient care at Sacred Heart. For information on deliveries: RiverBend Gift Shop Phone: 541-222-1340 Weekdays:

Mail and Flowers Volunteers deliver flowers to patients Monday through Friday as well as letters, packages and e-mails. Letters that come after your discharge will be sent to your home. Flowers that come after your discharge will be returned to the florist. Stamps, stationery and cards may be purchased in the gift shop.

Spiritual Care As a hospital of the Sisters of St. Joseph of Peace, our mission affirms our commitment to providing health care that encompasses the needs of the whole person, mind, body and spirit. The Spiritual Care Department cares for the spiritual needs of patients, families, staff and the institution as a whole. Our chaplains are professionals whose clinical and theological training and experience

TV Your room has a color television with a wide range of television channels. See pages 16-17 for complete TV channel listings. For the Hearing Impaired: All televisions can access closed captions. To activate this feature, press the “CC” button on the Patient Pillow Speaker Control (select CC1). Please play your television softly and turn off your television at bedtime.

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During Your Stay enables them to compassionately minister to your spiritual, emotional and religious needs in a way that is respectful of your beliefs and religious tradition. Our chaplains serve within the hospital, hospice, Home Health and various areas of PeaceHealth Medical Group. A chaplain could help you by… n being present and listening to yo n reflecting on the meaning of your illness and if you understand what is happening n helping you cope with your questions, concerns, fear or grief n offering prayer, sacraments, ritual or scripture n calling your pastor or congregation n helping you find hope again n supporting your family and friends spiritually or emotionally n assisting you with your Advance Directive n facilitating conversations with your physicians and other members of your care team n facilitating ethical decision making How to contact a chaplain:

n Call the Spiritual Care office at 222-2245 n Call the hospital operator at 222-7300

n Ask your nurse, or any member of your

of prayer they seek, such as a prayer for healing, trust or acceptance. For more information, call 541-2222245, or ask your nurse to contact a chaplain.

Chapel You are invited to visit the chapel for a time of prayer, meditation or quiet reflection. All are welcome. RiverBend: The chapel at RiverBend is located on the second floor above the Main Lobby. Catholic Mass is celebrated Tuesday, Wednesday and Thursday at 12:30 p.m., and is televised on Channel 86. University District: The chapel at University District is located on the first floor next to the gift shop. Catholic Mass is celebrated Monday and Friday at 12:30 p.m., and is televised on Channel 50.

care team, to contact a chaplain

Prayer Care Upon request, Prayer Care volunteers include individual patients in their daily prayers. Patients need only provide their first name or initial and the type Daily Prayer A prayer is read over the hospital’s public address system twice daily at about 8 a.m. and 8 p.m. 14

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Patient Room Service Dial 3663 (FOOD) for room service, available 7 a.m. to 7 p.m. The following selections are available to patients at all times. Those marked with an asterisk (*) are available only from 7 a.m. to 7 p.m. After you place your order, it will be delivered to your room. Hot Soups n Chicken noodle n Cream of tomato n Cream of chicken n Chicken broth Sandwiches n Turkey n Tuna salad* n Roast beef n Peanut butter and jelly Extras n Macaroni and cheese n Potato chips n Toast n Cheddar cheese and crackers n Bagel w/ light cream cheese n Carrot sticks* n Saltines Cereal n Raisin bran n Crispy rice n Cheerios n Corn flakes n Granola* Fruit n Apple n Applesauce n Banana n Fruit yogurt



Sweets n SnackWell Vanilla Crème Cookies* n Pudding: vanilla or chocolate n Ice cream: vanilla or chocolate n Popsicle n Graham crackers n Custard n Jell-O: orange n Orange sherbet n Cereal snack bar* Beverages n Juice: apple, cranberry, orange & prune n Coffee: regular or decaf n Hot chocolate n Milk: 2% or nonfat n Tea: regular, decaf or herbal n Soda: regular and diet Sierra Mist Special Order n Hamburger* n Cheeseburger* n Garden salad* n Chicken breast sandwich* n Fish strips* n Chicken strips* n Milkshake: vanilla or chocolate* n Salad of the day

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Channel Listing University District TV Your room has a color television with a wide range of television channels. For the Hearing Impaired: All televisions can access closed captions. To activate this feature, press the “CC” button on the Patient Pillow Speaker Control (select CC1). Please play your television softly and turn off your television at bedtime. 2 5 6 7 8 9 10 11 12 13 14 15 16 17 18 23 24 25 26 27 28 29 30

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The Care Channel ESPN KMTR (NBC) KEPB (PBS) ESPN 2 KEZI (ABC) ESPN News Headline News KEVU (Independent) KVAL (CBS) KTVC (UPN) American Health Network Cartoon Network Fox’s Family Network Discovery The Weather Channel Bloomberg Television USA Network AMC TNT Animal Planet ESPN Classic UNIVISION

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31 GALAVISION 32 TBS 33 C-SPAN 2 34 KLSR (FOX) 35 CNN 36 KEVU (Independent) 39 The Learning Channel 40 Sky Camera Radio 91.1 Classical 41 Sky Camera Radio 99.1 Oldies 42 Sky Camera Radio 100.9 Christian 43 Sky Camera Radio 590 KUGN NewsTalk 44 Sky Camera Radio 93.3 Country 45 Sky Camera Radio 94.5 Pop 46 Sky Camera Radio 104.7 Top 40 47 Sky Camera Radio 1120 KPNW NewsTalk



Channel Listing RiverBend 2 3 4 5 7 8 9 10 11 12 13 14 16 17 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43



TV Guide KMTR (NBC) KEVU (IND) KLSR (FOX) The Discovery Channel KVAL (CBS) KEZI (ABC) KEPB (PBS) KZWB KTVC (UPN) Healing Health Care Media Services Channel QVC Home Shopping Network Sky Cam Channel Access: Metrovision PAX NET Access: Education C-SPAN Telemundo The Newborn Channel Newborn Channel Spanish Access: Public PIN Univision Versus The Golf Channel FOX Sports Net ESPN ESPN2 Comcast Sports Net The Learning Channel ABC Family Nickelodeon Disney Channel Cartoon Network Animal Planet

44 45 46 47 48 49 50 51 53 54 55 56 57 58 59 60 61 62 64 65 66 67 69 70 71

CNN Headline News CNBC The Weather Channel FOX News NWCable News The History Channel Court TV FX TNT TBS BET Spike TV USA Network Sci-Fi Channel Comedy Central CMT VH1 TV Land Travel Channel Food Network HGTV Lifetime E! AMC

Patient education videos are available on Channels 74 - 82, the Sacred Heart Video-OnDemand system. Your nurse can provide a listing of these videos. To request a video, call 222-2600. 83 84 85 86

C-SPAN 2 A&E MTV Chapel

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Speak Up! Help us to take better care of you

To prevent health care errors, patients are urged to:

S

peak up if you have questions or concerns, and if you don’t understand, ask again. It’s your body and you have a right to know.

Help Us Take Better Care of You

If you have questions about your care, treatment, services or safety while you are here, we invite you to: ay attention to the care you are n Talk with your nurse or receiving. Make sure you’re getting the right treatments and medications by caregiver first. He/she is in the right health care professionals. Do not the best position to meet your assume anything. immediate needs. n Ask to speak with the Charge Nurse, Manager, or Supervisor. ducate yourself about your diagnosis, the medical tests you are undergoing n Ask to speak with your and your treatment plan. doctor or with the physician overseeing your care. sk a trusted family member or friend n If you feel that the nurses to be your advocate. and doctors have still not met your needs, ask to speak with the PeaceHealth Ethicist. now what medications you take and why you take them. Medication If your concerns are still not errors are the most common health met, you may contact the Risk care mistakes. Management Department for assistance or for more information se a health care organization that has undergone a rigorous on-site Sacred Heart Medical Center evaluation against established, state-of541-222-2495 the-art quality and safety standards.

P E

A K U P

articipate in all decisions about your treatment.

You are the center of the health care team. (from the Joint Commission Speak Up brochure)

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Non-Discrimination Policy As a recipient of Federal financial assistance, Sacred Heart Medical Center, does not exclude, deny benefits to, or otherwise discriminate against any person on the grounds of race, color, or national origin, or on the basis of disability or age in admission to, participation in, or receipt of the services and benefits under any of its programs and activities, whether carried out by Sacred Heart Medical Center directly or through a contractor or any other entity with which Sacred Heart Medical Center arranges to carry out its programs and activities.

In case of questions, please contact: PeaceHealth dba Sacred Heart Medical Center at RiverBend and Sacred Heart Medical Center at University District. Contact Person/ Section 504 Coordinator: Jodie Mooney, Director of Risk Management Telephone number: 541-222-2485.

This statement is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at Title 45 Code of Federal Regulations Parts 80, 84, and 91.



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Rights & Responsibilities Our patients have the right: n to

treatment without regard to age, race, ethnicity, religion, culture, language, disability, socioeconomic status, sex, sexual orientation, and gender identity or expression. n to care that is respectful of personal values, beliefs, and preferences, and addresses psychological, spiritual, social and intellectual needs in conjunction with medical care. n to receive care in a safe environment free of abuse (verbal, mental, physical and sexual), neglect, exploitation and unnecessary restraints. n to an environment that preserves dignity and contributes to a positive self-image. n to know which physician or licensed independent practitioner (LIP) is in charge of his or her hospital care and the names of other personnel involved in care, and to refuse treatment, examination or observation. n to appropriate medical evaluation and services as indicated by the urgency of care. When medically permissible, a patient may be transferred to another facility only after being provided complete information and an explanation concerning the need for, and the alternatives to, such a transfer. The provider to which a patient is to be transferred must first have agreed to accept the transfer. n to complete information about diagnosis, treatment and prognosis presented in a way he or she can reasonably be expected to understand, and to be involved in planning care. n to receive important information in a manner that takes into account 20

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any vision, speech, hearing, or cognitive impairment needs. n to be offered language access services, such as interpreting and translation, free of charge. n to receive all the information necessary to give informed consent for a proposed procedure or treatment including description, expected benefits, risks and alternatives, including the alternative of no treatment at all. n to have pain assessed and treated as clinically appropriate. n to refuse care, treatment and services and to be told what effect this may have on his or her health. n to receive all the information needed for informed consent to forego or withdraw lifesustaining treatments and to designate someone to make medical decisions on his or her behalf if the patient is too ill to do so. Information about Advance Directives is available on request. n to have a physician and family member, or other designated contact person, notified of his or her admission. n to full explanation before

taking part in any research, and the right to refuse to participate in research without jeopardizing access to medical care. n to privacy in care delivery and confidentiality of all information and records regarding care n to review their medical records without charge and to obtain a copy (for which the hospital may charge a reasonable fee). n to discharge planning for continuing care requirements following release from the hospital. n to be informed of any business interests providers may have in health services to which the patient is referred. n to receive an explanation of charges and to be informed of financial assistance resources for health services. n to complain about hospital care without fear of reprisal and if requested, to receive a written response from the hospital. Patients or their loved ones may contact the Risk Management Department at 541222-2495 for additional assistance and/or to request a copy of the PeaceHealth Oregon Region Grievance

Policy. Patients may also contact the Oregon Health Division directly with any concerns at 971-673-0540. Patients may also contact the Joint Commission at 800-994-6610. Patients may also contact the Centers for Medicare & Medicaid Services at 800336-6016.

Our patients are responsible for: n participating

actively in decisions regarding their health care. n providing accurate, and complete, relevant medical history, symptoms and concurrent conditions prior to and during the course of treatment. n asking questions and seeking clarification in order to understand and be informed about their diagnosis as well as any expectations of them. n promptly reporting any changes in their health, concerns about their care and/or obstacles to following their treatment plan. n furnishing information reasonably necessary to determine the ability to pay for services and the sources thereof. n respecting the rights of others in the hospital. n being respectful of the property of other persons and of the Medical Center and for following the rules affecting patient care and conduct. n cooperating with providers to achieve an optimal outcome of care after consenting to treatment. n informing providers when instructions, information or answers to questions are not understood or cannot be followed, or if care is unsatisfactory. www.peacehealth.org 541-222-7300 :

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Stay Safe You can contribute to health care safety. procedures or paperwork— for example, being given salt with a meal when you’re on a salt-free diet, or receiving someone else’s medical forms. You can help prevent errors by taking charge of your care. Be sure to: n s tay informed about your medical condition nk  now the details of your treatment plan nu  nderstand the tests and procedures you will undergo Your doctor can answer these questions. Take notes when you speak with your While you are in the hospital, many doctor, or have a trusted people will enter your room, from friend or family member doctors and nurses to aides and orderlies. take notes for you, so you The following information will help can refer to them later. make your hospital stay safe Also ask for any written and comfortable. information your doctor may be able to provide about your condition and/ You’re in Charge or treatments. Remember— Errors can occur during your hospital you’re in charge. stay. They can involve medications, Don’t Be Afraid to Ask… A number of people may enter your hospital room. Be sure to: n A  sk for the ID of everyone who comes into your room. nS  peak up if hospital staff don’t ask to check your ID. nA  sk if the person has washed their hands before they touch you. n I f you are told you need certain tests or procedures, ask why you need them, when they will happen, and how long it will be before you get the results. 22

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Fighting Infections While you’re in the hospital to get well, you should know that there is the possibility of developing an infection. The single most important thing you can do to help prevent infections is to wash your hands and make sure that everyone who touches you— including your doctors and nurses—wash their hands, too. It is also important that your healthcare providers wash their hands with either soap and water or with an alcohol-based hand cleaner every time, both before and after they touch you. Healthcare providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them to wash their hands.

Ten Tips for Preventing Infections in the Hospital 1. W  ash your hands carefully with soap and water after handling any type of soiled material, after using the bathroom, if your hands are visibly dirty or after leaving your room for any reason. Also, use hand gel before leaving the room. Visitors and family

members are encouraged to cleanse their hands when they visit. 2. “It’s OK to Ask.” If you do not see a staff member cleansing their hands, it’s okay to remind them to do so before they take care of you. 3. If you have diabetes, be sure that you and your doctor discuss the best way to control your blood sugar before, during and after your hospital stay. High blood sugar increases the risk of infection. 4. Let your nurse know if the dressing on your intravenous catheter becomes loose or wet. Keep the area clean and dry. 5. Let your nurse know if you have a dressing on a wound that becomes loose or wet. 6. Let your nurse know if your drainage tube or catheter becomes loose or dislodged. 7. If possible, ask your friends and relatives not to visit if they feel ill. 8. Carefully follow your doctor’s instructions regarding breathing treatments and getting out of bed. Don’t be afraid to ask for help, advice or sufficient pain medications. 9. Don’t be afraid to ask questions about your care so that you fully understand your treatment plan and expected outcomes. 10. If you are a smoker, consider taking part in Sacred Heart’s smoking cessation program. This will reduce the chance of developing a lung infection while in the hospital, and may improve your healing abilities following surgery. For more information, ask your nurse or physician. www.peacehealth.org 541-222-7300 :

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Stay Safe Preventing Falls

brain, heart or lungs, causing damage or even death. When you’re hospitalized and in bed with limited physical activity, your risk of DVT increases. Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. Tell your doctor or nurse if you have any of the following warning signs: n A  leg cramp or charley horse that gets worse n S  welling and discoloration in your leg, upper arm or neck n U  nexplained shortness of breath n C  hest discomfort that gets worse when you breathe DVT: Lower Your Risk Deep-vein thrombosis (DVT) occurs when deeply or cough n L  ight-headedness or blood clots form in the legs and block circulation. The clots can lodge in the blacking out Patients often fall because they are on medications that make them dizzy, they are weak and unsteady due to illness or medical procedures, or because they’ve been sitting or lying down for too long. For your safety, please: n A  lways call for assistance before getting out of bed. n W  ear properly-fitting shoes with nonskid soles. n K  eep the call button within easy reach. n H  ave necessary items within reach, such as your glasses, tissues, the telephone, and anything else you need. n W  hen you get assistance, rise slowly from your bed or chair to prevent dizziness. n W  alk close to the wall and hold onto the handrail while in the bathroom.

You, Your Family and Friends Should Wash Hands: 1. after touching objects or surfaces in the hospital room 2. before eating 3. after using the restroom Happy Birthday to You! Wash your hands with soap and warm water for 15 to 20 seconds. That’s about the same amount of time that it takes to sing the “Happy Birthday” song twice. No Soap? No Problem Alcohol-based hand cleaners are as effective as soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub your hands together. Keep rubbing over all the surfaces of your fingers and hands until they are dry. 24

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Medication Safety Medication errors can be very serious and lead to complications or worse. But, patients and family members can help prevent medication errors. Here are some important things you should know.

Monitor…your medications by keeping a complete list. Take this list each time you see a health care provider. New lists can be downloaded and printed at www.peacehealth.org/ mapyourmeds.

n Keep

a medication list with you when you travel. n If you are too sick to do so yourself, ask a family member to show the medication list to your doctors and nurses. n Make sure your family has your doctor’s name and phone number. n Keep your medication list in an accessible location so it is available in an emergency situation. n When you leave the hospital, talk with the doctor or nurse about the medications you will take at home. n Pick a single pharmacy in the community so they can check for potential drug interactions every time you submit a prescription.

Ask…your doctor, nurse

or pharmacist to review (with you) their record and your list to make sure they match. Also, make sure you understand why you are taking every medication. Change the information on your list each time you start or stop taking a medication. Throw away medications you no longer take.

Prevent…medication errors by adhering to this checklist: n Keep your medication list accurate. n Bring your medication list each time you go to the hospital, emergency room or clinic.

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Advance Directives Patient Services Advance Directives You have the right to make decisions about your own medical treatment. These decisions become more difficult if, due to illness or a change in mental condition, you are unable to tell your doctor and loved ones what kind of health care treatments you want. That is why it is important for you to make your wishes known in advance. Here is a brief description of each kind of Directive:

Living Will A set of instructions documenting your wishes about life-sustaining medical care. It is used if you become terminally ill, incapacitated, or unable to communicate or make decisions. A living will protects your rights to accept or refuse medical care and removes the burden for making

decisions from your family, friends, and medical professionals.

Health Care Proxy A person (agent) you appoint to make your medical decisions if you are unable to do so. Choose someone you know well and trust to represent your preferences. Be sure to discuss this with the person before naming them as your agent. Remember that an agent may have to use their judgment in the event of a medical decision for which your wishes aren’t known.

What Are Advance Directives? A living will, health care proxy and durable power of attorney—are the legal documents that allow you to give direction to medical personnel, family, and friends concerning your future care when you cannot speak for yourself. You do not need a lawyer in order to complete Advance Directives. Your Advance Directive is destroyed once you are discharged from the hospital. You must create a new Advance Directive each time you are readmitted. In this way, you ensure that the hospital has your most current information. Ethical Consultation Services Sacred Heart has Ethics Consultation Services available to patients, families and their caregivers when help is needed to work through difficult treatment decisions. If you would like to discuss ethical matters related to a particular case, please call 541-222-2262. 26

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Durable Power of Attorney For health care: A legal document that names your health care proxy. Once written, it should be signed, dated, witnessed, notarized, copied, and put into your medical record. For finances: You may also want to appoint someone to



manage your financial affairs when you cannot. A durable power of attorney for finances is a separate legal document from the durable power of attorney for health care. You may choose the same person for both, or choose different people to represent you. For more information about Advance Directives or to obtain forms, please call Spiritual Care at 541-222-2245.

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Your Privacy & Information Privacy & Your Health Information You have privacy rights under a federal law that protects your health information. These rights are important for you to know. Federal law sets rules and limits on who can look at and receive your health information.

You have rights over your health information

Providers and health insurers who are required to follow this law must comply with your right to: n Ask for a copy of your health records Who must follow this law? n Most doctors, nurses, pharmacies, n Have corrections added to Hospitals, clinics, nursing homes, and your many other health care providers health information n Health insurance companies, HMOs, and n Receive a notice that tells most employer group health plans you how n Certain government programs that your health information may be used and shared pay for health care, such as Medicare n Decide if you want to give and Medicaid your permission before your What information is protected? n Information your doctors, nurses, and health information can be used other health care providers put in your or shared for certain medical records n Conversations your doctor has with purposes, such as for marketing nurses and others regarding your care n Get a report on when or treatment n Information about you in your health and why your health information was shared for insurer’s computer system n Billing information about certain purposes n Most other health information about n File a complaint you held by those who must follow To make sure your health this law information is protected in Sharing Information about Your Condition People who care about you may call the hospital asking about your status. To protect your privacy, it is our policy to not share any medical information over the phone. However, if callers ask if you are a patient here, we would tell them that you are a patient unless you tell your nurse that you want “Do Not Announce” (DNA) status. This means our staff will not tell any visitors or callers, including immediate family, that you are here. You will not receive any mail or flowers. 28

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Your Privacy & Information a way that doesn’t interfere with your health care, your information can be used and shared: n With your family, relatives, friends, or others you identify who are involved with your health care or your health care bills, unless you object n To make sure doctors give good care and nursing homes are clean and safe n To protect the public’s health, such as by reporting when the flu is in your area n For your treatment and care coordination



n To

make required reports to the police, such as reporting gunshot wounds n To pay doctors and hospitals for your health care and help run their businesses

Without your written permission, your provider cannot: n Give

your health information to your employer n Use or share your health information for marketing or advertising purposes n Share private notes about your mental health counseling sessions Adapted from U.S. Department of Health & Human Services Office for Civil Rights

Pain Management

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Do You Have Pain? You are the expert about how you are feeling. Be sure to tell your doctor or nurse when you have any kind of pain. To help describe your pain, be sure to report:

Pain Scale 0 No Hurt

n When the pain began. n Where you feel pain.

n How the pain feels—sharp, dull,

throbbing, burning, tingling. n If the pain is constant, or if it comes and goes. n What, if anything, makes the pain feel better. n What, if anything, makes the pain feel worse. n How much, if any, pain your medicine is taking away. n If your medicine helps with the pain, how many hours of relief do you get?

2 Hurts  Little Bit

4 Hurts  Little More

6 Hurts  Even More

Use the Pain Rating Scale to tell your doctor or nurse how severe your pain is. 8 Hurts Whole Lot

10 Hurts  Worst

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Don’t Leave Until ...

6 things to know before leaving the hospital When it’s time to be released from the hospital, your physician will authorize a hospital discharge. This doesn’t necessarily mean that you are completely well—it only means that you no longer need hospital services. If you disagree, you or your caregiver can appeal the decision (see If You Disagree, at bottom). On the other hand, you may be pleased to learn that your doctor has approved your discharge. But before you can leave the hospital, there are several things that you or your caregiver must attend to. The first step is to know who will be involved in your discharge process. This starts with the hospital’s discharge planner, who may be a nurse, social worker or administrator, or may have some other title. You and your caregiver should meet this person relatively early in your hospital stay; if not, find out who this person is and be sure to meet with them well before your expected discharge date.

Make sure you have the following information before you leave the hospital: 1. Discharge summary. This is an overview of why you were in the hospital, which health care professionals saw you, what procedures were done, and what medications were prescribed. 2. Medications list. This is a listing of what medications you are taking, why, in what dosage, and who prescribed them. But also having a list prepared by the hospital is a good way to double-check the information. 3. Rx. A prescription for any medications you need, and a supply of medications for several days to give you time to get the prescription(s) filled. 4. Follow-up care instructions. Make sure you have paperwork that tells you: nwhat, if any, dietary restrictions you need to follow and for how long nwhat kinds of activities you can and can’t do, and for how long nhow to properly care for any injury or incisions you may have nwhat follow-up tests you may need and when you need to schedule them nwhat medicines you must take, why, and for how long

If You Disagree You or a relative can appeal your doctor’s discharge decision. If you are a Medicare patient, be sure you are given “An Important Message from Medicare” from the hospital’s discharge planner or caseworker. This details your rights to remain in the hospital for care and provides information on who to contact to appeal a discharge decision.

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Don’t Leave Until ... nwhen

you need to see your physician other home-care instructions for your caregiver, such as how to get you in/out of bed, how to use and monitor any equipment, and what signs and symptoms to watch out for ntelephone numbers to call if you or your caregiver has any questions pertaining to your after-hospital care nany

5. Other services. When you leave the hospital, you may need to spend time in a rehabilitation facility, nursing home, or other institution. Or you may need to schedule tests at an imaging center, have treatments at a cancer center, or have inhome therapy. Be sure speak with your nurse or physician to get all the details you need before you leave.

home infusion and works under the direction of the ordering physician. Clinical pharmacists and registered dietitians also work to develop and support the home infusion plan of care. Ongoing assessment throughout the course of therapy ensures safe and effective treatment. Home infusion services are covered by Medicaid, by most major medial plans and, to a limited extent, by Medicare.

Home Health Care

Part-time health care provided by medical professionals in a patient’s home to maintain or restore health. It includes a 6. Community resources. You and your wide range of skilled and noncaregiver may feel unprepared for what skilled services, including partwill happen after your discharge. Make time nursing care, therapy, sure your discharge planner provides you and assistance with daily with information about local resources, activities and homemaker such as agencies that can provide services services, such as cleaning and like transportation, equipment, home care meal preparation. Medicare and respite care, and agencies that can defines home health care help with patient care and respite care. as intermittent, physicianordered medical services or treatment. Home Infusion Home Infusion provides specialized services for patients in need of intravenous Durable Medical therapy or enteral tube feedings in Equipment (DME) their own home. Each patient receives Medical equipment that is individualized attention from a registered ordered by a doctor for use in nurse clinician, who specializes in a patient’s home. Examples Be sure to meet with the hospital’s discharge planner early in your stay to ensure a smooth discharge process later on. 32

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elderly people who need assistance for most or all of their daily living activities such as bathing, dressing and toileting. Nursing homes provide 24-hour skilled care, and are also called convalescent homes or long-term care facilities. Many nursing homes also provide short-term Independent Living rehabilitative stays for patients recovering Communities for seniors who from an injury or illness. Some facilities are very independent and have few medical problems. Residents also have a separate unit for residents with Alzheimer’s disease or memory loss. live in private apartments. Meals, housekeeping, maintenance and social outings Sacred Heart Hospice and events are provided. Sacred Heart Hospice is a home-based program that addresses the physical, emotional, spiritual and practical needs of Assisted Living An apartment in a long-term the dying person and his or her family. At the center of hospice is the belief that each care facility for elderly or of us has the right to die pain-free and with disabled people who can dignity, and that our families will receive no longer live on their own the necessary support to allow us to do so. but who don’t need a high The hospice team consists of the level of care. Assisted-living patient’s personal physician, hospice facilities provide assistance physicians, the hospice medical director, with medications, meals in a cafeteria or restaurant-like nurses, home health aides, social workers; spiritual support, trained volunteers; setting, and housekeeping music thanantology and bereavement services. Nursing staff is counselors. Members of the hospice staff on site. Most facilities have including hospice physicians and the social activities and provide medical director make regular visits to transportation to doctors’ appointments, shopping, etc. assess the patient and provide additional care or other services. Hospice staff is oncall 24 hours a day, seven days a week. Nursing Home A residential facility for Sacred Heart Hospice people with chronic illness (541) 461-7550 or disability, particularly are walkers, crutches, wheelchairs and hospital beds. DME is paid for under both Medicare Part B and Part A for home health services.

 espite Care provides a temporary break for caregivers. R Patients are cared for by volunteers who provide up to four hours a week of in-home care. www.peacehealth.org 541-222-7300 :

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Preparing for Discharge Going Home When your doctor feels that you are ready to leave the hospital he or she will authorize a hospital discharge. Please speak with your nurse about our discharge procedures. Here are few tips to make the discharge process run smoothly: nBe sure you and/or your caregiver have spoken with a discharge planner and that you understand what services you may need after leaving the hospital. (See Don’t Leave Until… on page 31 for more discharge advice.) nVerify your discharge date and time with your nurse or doctor. nHave someone available to pick you up. nCheck your room, bathroom and bedside table carefully for any personal items. When You Are Discharged Your physician determines when you are ready to be discharged. Your physician and nurse will give you discharge instructions and answer any questions you have about managing your treatment and medications once you are home. If you are confused or unsure about what you need to do, what medications you must take, or if you have to restrict your diet or activities, don’t be afraid to ask and take notes. Be sure you understand any instructions you have been given before you leave the hospital. 34

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nMake

sure you or your caregiver has all necessary paperwork for billing, referrals, prescriptions, etc.

What a Hospital Bill Covers

The hospital bill covers the cost of your room, meals, 24-hour nursing care, laboratory work, tests, medication, Leaving Sacred Heart therapy, and the services of hospital employees. You will receive a separate Discharge time from bill from your physicians for their the hospital is 11 a.m.; professional services. obstetrics patients may The hospital is responsible for check out at 1 p.m. Please submitting bills to your insurance make transportation company and will do everything arrangements well in possible to expedite your claim. You advance of your discharge. should remember that your policy is a A charge equal to half the daily semi-private room rate contract between you and your insurance may be assessed if you stay company and that you have the final beyond your discharge time. responsibility for payment of your hospital bill. At discharge, you will be escorted through the main lobby to the front entrance. Coordination of Benefits (COB) Please instruct the person Coordination of Benefits, referred to providing your transportation as COB, is a term used by insurance to wait for you there. Special companies when you are covered under discharge parking spaces for two or more insurance policies. This Mother/Baby and Pediatrics usually happens when both husband and patients are available in wife are listed on each other’s insurance parking garage H (hospital policies, or when both parents carry their basement level) at the children on their individual policies, RiverBend campus. or when there is eligibility under two



Uninsured? Help Is Available We will work with you to develop short- or long-term repayment plans or help you access resources available here in our community or through government programs. We are an Outreach Facility for the Oregon Health Plan (OHP), with specially trained staff to help eligible patients complete the application process. If the balance of your hospital bill cannot be resolved by other programs, you may qualify for our Bridge Assistance Program, which reduces or eliminates the patient’s account balance if his or her household income meets our eligibility requirements. www.peacehealth.org 541-222-7300 : 35

Preparing for Discharge federal programs. This also can occur when you are involved in a motor vehicle accident and have medical insurance and automobile insurance. Most insurance companies have COB provisions that determine who is the primary payer when medical expenses are incurred. This prevents duplicate payments. COB priority must be identified at admission in order to comply with insurance guidelines. Your insurance may request a completed COB form before paying a claim and every attempt will be made to notify you if this occurs. The hospital cannot provide this information to your insurance company. You must resolve this issue with your insurance carrier in order for the claim to be paid.

Commercial Insurance As a service to our customers, we will forward a claim to your commercial insurance carrier based on the information you provide at the time of registration. It is very important for you to provide all related information such as policy number, group number and the correct mailing address for your insurance company.

For Self-Pay Patients

Patient Financial Services Department will send statements for payment of self-pay accounts. You will receive two to three Medicare billing statements and two This hospital is an approved Medicare provider. All services billed to Medicare to three telephone calls follow federal guidelines and procedures. over a 90-day period to obtain a payment or to make Medicare has a COB clause. At the payment arrangements. time of service you will be asked to If payment arrangements answer questions to help determine are not established and no the primary insurance carrier paying payment is made during for your visit. This is referred to as an the 90-day period the MSP Questionnaire and is required by federal law. Your assistance in providing account will be placed accurate information will allow us to bill with a collection agency. If you need an itemized the correct insurance company. Medicare deductibles and co-insurance statement you can obtain are covered by your secondary insurance. one by calling our customer service department at the If you do not have secondary insurance number listed below or by you will be asked to pay these amounts using the website at www. or establish a payment plan. If you are peacehealth.org. If you have unable to pay these amounts, we will any questions regarding your help you determine if you qualify for a billing statement, you can state funded program. 36

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contact the Patient Financial applications in order to cover a particular Services at 800-873-8253 or date of service. Please do not hesitate to 541-686-7191. call us at your earliest opportunity so we can move quickly to help you. Your health is our first priority, Financial Counselors and your peace of mind contributes to Can Help your good health. If you have concerns Be assured that hospital services will never be delayed about resolving your hospital bill, please contact us. or denied based upon your ability to pay. However, many resource programs Patient Financial Services require an application or For payments, payment arrangements, screening process. The OHP and any billing questions: and some other programs 800-873-8253 toll free have a deadline to process 541-686-7191



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For the Caregiver Your role as a patient advocate Caregiver... Know What Condition Know what condition your loved one is being treated for. Patient’s Rights Know your patient’s rights and responsibilities (See page 20). Advance Directives Know whether or not your loved one has an advance directive and if so, what it specifies. (See page 26).

While your loved one is in the hospital, who will speak up for him or her? You can, by being the patient’s advocate—the person who will help the patient work with doctors, nurses and hospital staff. To help your loved one make the best decisions about their care and treatment, follow the advice in the Caregiver list at right. While you are making sure that your loved one’s needs are being met, don’t neglect your own. Caregiving is a stressful and time-consuming job. You may neglect your diet, your normal exercise routine, and your sleep needs. You may find that you have little or no time to spend with friends, to relax, or to just be by yourself for a while. But down time is important. Don’t be reluctant to ask for help in caring for your loved one. Take advantage of friends’ offers to help and look into local adult daycare programs. Find out more about how you can ease the stress of caregiving at www.caregiver.org. 38

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Ask Questions If your loved one is too ill or reluctant to ask questions, make note of their concerns and any you may have and speak up (see Speak Up! on page 18). Help Track Medications Your loved one may be prescribed medications in the hospital and may be seen by several doctors. What’s Next Will your loved one need home care or care at another facility? Ask to speak with a case manager to find out what your options are.

Resources Staff Definitions

Hospitalists These are physicians who specialize in caring for patients in the hospital. They serve as attending physicians and consult for other specialists. They do not have an outpatient or clinic practice. By being present in the hospital 24 hours a day, 7 days a week, our team of hospitalists can respond more quickly to any urgent or emergent health care need that you might have. They can also better focus on the increasing severity and complexity of illnesses affecting hospitalized patients Nursing Staff Registered Nurses (RNs) are available for your care 24 hours a day, seven days a week. Other nursing staff include Licensed Practical Nurses (LPNs) and Certified Nurse Assistants (CNAs).

Dietitians A registered dietitian will review your medical record and work with your health care team to develop a nutrition care plan for you. Registered dietitians are also available to educate you about any diets you may need to follow after you are discharged. Rehabilitation Therapists Physical therapists, occupational therapists, speech pathologists and audiologists will work with you, your family and your medical team to help meet goals of recovery. Therapy may range from brief consultation to longterm intervention, based on the extent of your injuries or illness. Technicians & Technologists Skilled health professionals perform and assist with laboratory and other procedures, including x-rays, mammograms, ultrasound, CT scans, MRIs, cardiac catheterization, radiation therapy and other procedures that help in diagnosing and treating your illness or injury.

Case Managers & Social Workers Case managers will review your medical record and discuss your discharge Allied Health Staff planning. They are also available to assist Other medical professionals you with arrangement for home care, who may attend to your admission to a long-term care facility or needs include laboratory rehabilitation care. technicians, imaging Social workers offer emotional support, technicians, dietitians, counseling and guidance to help patients therapists, pharmacists and and their families deal with financial, behavioral health specialists. social and emotional problems related to illness or hospitalization. www.peacehealth.org 541-222-7300 :

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Resources Pharmacists While you are in the hospital all of your medications are dispensed by our hospital pharmacists. They can answer any questions you have regarding your medications. Chaplain The hospital Chaplain and a group of volunteer ministers are available to all patients and their families. A Prayer Ministry is available for the sharing of prayer with staff members. Please contact your nurse to request these services. Volunteers Volunteers support patient care and provide information to families and guests. They can be identified by their teal colored uniform and hospital ID badge.

Hospital Resources

Tips for Families and Friends Giving Care Eat well. Regular nutritious meals are a must for you to maintain your strength. Get enough sleep. Take short naps when the person you are caring for is sleeping. You will need these naps if your sleep is interrupted at night. Walk every day. Spirits are replenished with exercise. Regular and moderate exercise is essential for you to maintain good health.

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Relax. Breathe fully and deeply. Listen to beautiful music. Laugh aloud every day as you assist your loved one to recovery. Get needed information. Staying informed will reduce your anxiety. Two good resources are the hospital’s Medical Social Work department (541-2222440) and the Gerontology Institute (541-687-6234). Additionally, please visit our online health library at www.peacehealth.org/ healthwise. Accept your feelings. Depression and anger are natural responses to hurt and loss. Your feelings reflect how deeply you’ve been affected by your loved one’s condition. Tears can be cleansing. Acceptance of your feelings as normal and natural leads to relief. Touch one another. Share a hug! Everyone needs love and support, particularly when caring for a loved one. Get support. Everyone needs and deserves support and encouragement. Do not turn down help from caring friends and family.

Tell your story. Describe your concerns and experiences to clarify your reality and bring order from chaos. It will help you feel less lonely. Sharing is a normal way to work through the feelings you have as a caregiver. Celebrate. Each milestone passed and every measurable success during this period is a cause for celebration. Recognizing progress is progress! Grief Support Services Grieving the death of a loved one is often the most difficult challenge we face in our lives. Hospice of Sacred Heart (541-461-7550) offers grief support groups for adults. Courageous Kids (541-461-7577) offers a variety of options for grieving children and teens, including peer support groups, school groups and summer camps. These support groups provide a safe, confidential environment to help normalize the deep feelings that can overwhelm us when a loved one dies. Medical Social Work Health concerns often involve enormous social, emotional and financial

concerns. Sacred Heart’s RN and medical social worker care managers are available to provide emotional support and guidance for patients and their families, and to assess their needs and find the best available solutions. Social workers also assist with planning and arranging for post-hospital care, including in-home care or care in nursing facilities, foster homes and residential care facilities. Also, our social workers can provide written information on a wide range of community services, and help patients and families in using these services. For more information, call 541-222-2440 weekdays from 8 a.m. to 4 p.m. or Saturdays from 8 a.m. to 1 p.m., or talk with your nurse.

Caregiver Resources

www.aoa.gov/caregivers Caregiver resources from the Administration on Aging www.caregiving.com Online support groups and articles on caregiving Children of Aging Parents 800-227-7294 www.caps4caregivers.org Information, referrals and support for caregivers of the elderly and chronically ill Eldercare Locator 800-677-1116 www.eldercare.gov Help with locating aging services throughout the U.S. www.peacehealth.org 541-222-7300 :

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Resources 800-MEDICARE www.medicare.gov Official U.S. government site for people with Medicare National Alliance for Caregiving www.caregiving.org Support for family caregivers and the professionals who serve them National Family Caregivers Association 800-896-3650 www.nfcacares.org Support for caregivers of chronically ill, aged, or disabled loved ones

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Giving Back Giving To Sacred Heart Sacred Heart would not be the nationally recognized hospital it is today without its long history of generous community charitable support, which began with the construction of a new hospital wing in the 1940s and recently provided life-saving, state-of-theart medical technology for RiverBend. When hospital staff members provide extraordinary support and compassion, many patients and family members want to express their gratitude in a significant way. The Sacred Heart Medical Center Foundation has developed its Guardian Angel program for just that purpose. Patients or family members wishing to honor a caregiver can fill out a Guardian Angel recognition form available in admission packets. To learn more about the Guardian Angel program and about how to make a tax-deductible gift to support medical excellence and compassionate patient care at Sacred Heart, please call the non-profit Sacred Heart Foundation at 686-6958.

Volunteer Volunteers give 100,000 hours every year to support patient care and services. Volunteers share their time, talents and hearts by: n Providing information and support to families and guests. n Assisting with way-finding and hospitality services. n Helping families and staff in the Medical Units, Surgical Services, Emergency Department, Patient Family Guest House and Hospice. n Operating the gift shop through the Sacred Heart Hospital Guild. For more information, please call Volunteer Services at RiverBend at 541-222-2200.

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