How To Be A Patient At Emory Hospital

Transcription

1 Advancing the Possibilities Center for Rehabilitation Medicine

2 CONTENTS Welcome... 2 Our Mission... 2 Who We Are... 2 Continuum of Care... 3 Inpatient Programs Outpatient Programs... 3 Patients Served Admissions Criteria... 3 Upon Arrival... 4 What to Bring... 4 Your Patient Account... 5 Advance Directives... 5 Patient Rights and Responsibilities... 5 Here, at whatever hour you come, you will find light and help and human kindness. Albert Schweitzer While You re Here... 7 Accommodations... 7 Visiting Hours... 7 Finding Your Way Around Parking... 7 Transportation... 7 Treatment Team... 7 Patient and Caregiver Safety... 9 Food and Nutrition Services Gift Shop Laundry Telephone Service Mail and Flowers Newspapers Spiritual Services Social Services Television When You Go Home Discharge Planning Discharge Prescriptions Tell Us What You Think

3 WELCOME Emory University Hospital s Center for Rehabilitation Medicine (CRM) extends a warm welcome to you as a patient or family member. This booklet is provided to answer questions you may have and to acquaint you with the resources of the CRM and our Emory community. We hope you will find Emory to be a comfortable, friendly place where you feel wholly supported in meeting the challenges of rehabilitation. From arrival through discharge, meeting your needs is our highest priority. Your recovery depends on your understanding of what to expect during your stay here. Your involvement in your rehab will speed your recovery and help you better function in your home and your community. Our Mission The CRM seeks to provide a full continuum of rehabilitation programs in state-ofthe-art facilities, staffed by dedicated professionals who share a collective vision of innovative patient-centered care integrated with cutting-edge research and pre-eminent educational programs. The CRM is committed to providing professional care that is responsive to each patient s functional needs and to respecting the cultural and religious practices of our patients while being responsible managers of all of our customers resources. Who We Are The CRM is a 56-bed, free-standing facility built in 1976 as one of the first dedicated rehabilitation centers in Georgia. The CRM is staffed exclusively by Emory University School of Medicine physicians who also are members of The Emory Clinic. In addition to rehabilitation medicine, Emory University Hospital is renowned as one of the nation s leaders in cardiology and cardiac surgery, oncology, transplantation and the neurosciences. Our speech pathologists work with those patients who need assistance to improve their communication, cognition and swallowing abilities. 2

4 Continuum of Care The CRM provides a continuum of care for patients by offering a wide variety of rehabilitation programs. Many patients begin their care as inpatients and as improvement in their conditions warrant, they may receive continued therapies through the outpatient rehabilitation programs. Inpatient Programs Patients participate in one of three intensive programs Brain Injury, Stroke or General Rehab each of which offers a variety of therapies delivered in a combination of group and individual sessions. Goals and treatment plans are tailored to individual needs and abilities. A typical day involves therapeutic activities geared toward reaching patient goals and ongoing management of your medical condition. To prepare for entry to the next level of care or return to community life, patients may go on therapeutic outings and/or home visits to practice their skills. Outpatient Programs The CRM provides outpatient programs that focus on returning patients to a productive and independent lifestyle. A full spectrum of outpatient therapies, including physical therapy, occupational therapy, speech therapy and therapeutic recreation, are available in two tracks: Rehabilitation Day Program and Traditional. The Rehabilitation Day Program is designed to meet the needs of patients who require coordinated, multiple therapies with an emphasis on community re-entry. The Traditional track serves the needs of patients who require a less-intensive setting. Most patients are seen by a single therapist or in one of the many specialty clinics. Patients Served Admissions Criteria The CRM provides comprehensive rehabilitation treatments for the following: Stroke Neurological disease Arthritis Neuromuscular disease Multiple Sclerosis Parkinson s disease Post-polio disability Brain injury Spinal cord injury Orthopaedic conditions Amputation Dizziness Burns Other injuries or conditions that cause loss of function or disability Prior to admission into our inpatient programs, an Emory rehabilitation physician or rehabilitation admission nurse evaluates all patients. Inpatient Criteria To be admitted into our inpatient programs, individuals must: be at least 18 years of age have a medical condition requiring a comprehensive rehabilitation program be medically free of any infectious disease that requires extreme isolation measures demonstrate the potential for significant functional improvement 3

5 Our program focuses on restoring our patients to the optimal level of independent functioning. Upon Arrival demonstrate impairment in two or more of the following: Daily living skills bathing, grooming, dressing or toileting Mobility skills walking, transferring from a bed or chair Communication skills/cognition have the ability to participate in at least three hours of therapy a day have a support system committed to participating in decision-making conferences and education have an identified discharge plan Outpatient Criteria Prior to admission to the CRM, a licensed physician within Georgia must provide a prescription. Patients must: be at least 18 years of age have a disability with an onset date of one year or less be medically stable have sufficient physical tolerance to participate in therapy have a support system committed to participating in decision-making conferences and education have a need for skilled therapy in one or more disciplines: Physical therapy Occupational therapy Speech therapy Please check in at the admissions office located on the first floor of the CRM. If you need directions the guest services associate will be happy to assist. If you have valuables with you and are unable to have family take them home, our security department will hold them until discharge. We will provide you with any medications you need during your stay. Please have family take all of your prescription and over-the-counter medications home. Label all containers or bags with your name and room number. Please do not wrap dentures or hearing aids in tissue and place them on a food tray. We can provide a case for your dentures. We will provide translation and signing services for the hearing impaired. What to Bring Wear comfortable street clothing so you or your family member can fully participate in therapy programs. Label each item of clothing and equipment with your name. Bring the following on the day of admission: c loose-fitting shirts (pullover or button down the front) c loose-fitting shorts, slacks, culottes or jogging suits preferred c underwear, including bras or camisoles, underpants, socks or stockings c gowns, pajamas or robe to wear at night c sturdy, low-heeled shoes with rubber soles that tie or have Velcro fasteners c long-sleeve shirt, sweater or light-weight jacket, other seasonal garments c eyeglasses, dentures, hearing aids, batteries Toiletry articles, including: c razor, shaving cream c toothbrush, toothpaste c comb, brush c deodorant 4

6 DO NOT BRING valuables, such as jewelry, watches, wallets, purses, electrical appliances, such as personal cell phones, laptops or large amounts of cash. The CRM is not responsible for patient valuables. PLEASE REMEMBER to bring this book with you and to refer to it often. If you have questions about our services or the Emory area, please ask the guest services associate located on the first floor or contact the associate at Your Patient Account INSURANCE: Prior to or at the time of your admission, we will ask for information about your insurance coverage. Using that information, we will estimate how much your insurance company will pay and how much your direct responsibility will be. The amount estimated as your responsibility will be due upon discharge unless prior arrangements are made with the business office. A hospital representative will file all insurance claims on your behalf. You should keep in mind, however, an insurance policy is a private contract between you and your insurance company and, ultimately, you are responsible for the bill. Should any questions arise from either you or your insurance company, the hospital representative will be glad to assist. If your insurance firm requires notification of your admission to the CRM, a CRM representative will ensure calls for continued certification are made to the insurance company. If there is any difficulty obtaining certification, the representative will contact you. CRM CHARGES: Nursing care, meals, housekeeping services, television, local telephone calls and linens are included in the cost of your room. Additional charges are made for therapies, drugs, X-rays, laboratory tests and the use of special equipment. Charges for physician services will not be included in your hospital bill. Instead you will receive separate physician statements from The Emory Clinic. BILLS AND PAYMENTS: We will mail a complete bill to you. If you have any questions about your bill, call the Emory Healthcare business office at , Monday Friday from 8 a.m. to 5 p.m. Advance Directives Patient Rights and Responsibilities Advance directives indicate your preferences for medical treatment or name someone to make those choices for you if you cannot. In accordance with federal regulations, we will ask if you have any advance directives, such as a living will or durable power of attorney. If you have executed advance directives, please bring the necessary forms so we can put copies in your hospital medical records. A brochure called Advance Directives is available in admissions as a guide to planning your medical care options. The employees and medical staff of the CRM recognize you are an individual with unique needs and perspectives. The following reflects your rights and responsibilities as we partner with you to provide your care. 5

7 Our acute rehabilitation program is designed for patients who are medically stable with general rehabilitation needs. In this photo, one of our patients is working on activities of daily living. YOU HAVE A RIGHT TO: Participate in the development and implementation of your plan of care Make informed decisions regarding your care Know who is responsible for coordinating your care Receive considerate and respectful care Receive appropriate assessment and management of pain Ask for and receive complete and understandable information about your condition and care Request and/or refuse treatment Have access to treatment facilities that are available and medically indicated Request auxiliary aids when necessary for effective communication Receive respect for your cultural and spiritual beliefs Formulate advance directives and expect that hospital staff will honor these directives Have a family member or representative of your choice notified promptly of your admission to the hospital Have your attending physician notified promptly of your admission to the hospital Personal privacy Receive private and confidential care Expect your care to be given with regard to your safety and in a safe setting Expect care to be given in an environment free from all forms of abuse or harassment Receive an explanation of your bill Request information contained in your medical record and expect to receive it within a reasonable time frame Expect that confidentiality of information in your medical record will be maintained Voice concerns to hospital or medical staff without fear of reprisal or discrimination File a formal grievance and receive a written response Request assistance for concerns and receive a response from appropriate hospital representatives Ask for and receive guidance from the hospital Ethics Committee Be free from any restraint or seclusion that is not clinically necessary or necessary in an emergency situation YOU HAVE A RESPONSIBILITY TO: Provide complete and accurate health, medical and insurance information, including an advance directive if you have one Ask questions when you are in doubt Communicate changes in your health and/or condition to your caregivers Follow your caregivers instructions or discuss with them any obstacles you may have in complying with your prescribed treatment plan Accept responsibility for refusing treatment or not following your treatment plan Be aware that your right to be involved in your plan of care does not include receiving medically unnecessary treatment Meet financial obligations associated with the health care services received Show consideration for others around you, including other patients and staff Follow all hospital rules affecting patient conduct and care A detailed patient rights and responsibility policy statement is available to patients and families at each nursing unit. 6

8 WHILE YOU RE HERE CENTER FOR REHABILITATION MEDICINE Accommodations Visiting Hours Finding Your Way Around Parking Transportation Every effort has been made to assign you to a room and nursing unit that best meet your needs. If your requirements for care change during the course of your hospitalization, you may be transferred to a unit better suited for your care. Most rooms at the CRM facility are semi-private. Consequently, there are very limited provisions for a family member or caregiver to stay overnight. Each room has a television and telephone. Personal care items, such as combs, toothbrushes and deodorant, can be acquired by asking your nurse. The CRM discourages the use of personal electrical appliances in patient rooms. Visits from friends and family play an important part in patient care and recovery. However, for patients to get the most benefit from their rehabilitation programs, visitors should be aware of patients daily schedules. Visiting hours are Monday through Friday from 4 to 8 p.m. and weekends and holidays from noon to 8 p.m. Special requests to visit outside these hours will be considered on a case-bycase basis. Two visitors at a time are allowed in the patient s room. Larger groups may visit on the patio or in the lobby, or join a patient for lunch in the cafeteria. For their own safety and comfort, as well as those of our patients, children under age 12 are discouraged from visiting in patient rooms, but they are welcome in the lobby, patio and cafeteria. Ask your nurse if you need further information. The guest services associate located in the lobby can provide maps of the area and assist with hotel arrangements, directions and local transportation. For your ease and convenience, parking at the CRM is valet only Monday through Friday from 7 a.m. to 5 p.m. The fee is $5 per day. Drive under the covered area; one of our valet attendants will be glad to assist you and your family members. MARTA (Metropolitan Atlanta Rapid Transit Authority) buses provide public transportation from bus stops in front of Emory University Hospital and the CRM to locations in metropolitan Atlanta. Taxi service also is available, as is a shuttle service to Hartsfield International Airport. Many neighborhood motels offer limousine service to the hospital. Contact the motel manager to arrange for transportation. A complimentary shuttle service also runs from Emory University Hospital to other locales around and near the Emory campus. For information about bus schedules, taxi companies and shuttle services, call the Guest Services Associate at (2-5512). Treatment Team In designing and implementing the treatment plan, the patient and family are pivotal members of the treatment team. 7

9 An interdisciplinary team manages our patients care. The team meets regularly to ensure patient and family needs are being met. Our interdisciplinary team uses special lift equipment to assist patients through their recovery. A physiatrist, who has specialized education in rehabilitation medicine and is certified by the American Board of Physical Medicine and Rehabilitation, leads the treatment team. An interdisciplinary, professional team provides the treatment. Based on each patient s identified needs, the team may include a registered nurse, physical therapist, occupational therapist, social worker, case manager, clinical nutritionist, speech therapist, chaplain, recreational therapist and vocational counselor. The professional team members meet weekly to ensure patient and family needs are being met. Throughout their time at Emory, patients and their families consistently work with the same treatment teams within each program. Special relationships develop between the patients, families and staff members, and team members become acutely aware of each patient s progress and changing needs. Each member of the team brings expertise in a specific area. PHYSIATRIST a physician who evaluates rehabilitation patients and prescribes and provides medical care. These doctors visit patients and review reports from other team members in daily rounds. REHAB ADMISSION NURSE a registered nurse in our admission Continuum of Care office who, with the physiatrist, evaluates prospective patients for admission. REGISTERED NURSE a rehabilitation nurse who helps patients adapt to their disabilities, achieve their greatest potential and work toward productive, independent lives. Our nurses use a holistic approach to meet patients medical, educational, environmental and spiritual needs. CASE MANAGER/SOCIAL WORKER a health care professional who evaluates each patient and/or caregiver to incorporate available resources into a discharge plan. This includes insurance resources, caregiver training, equipment needs and therapy after discharge. Coping and adjustment to illness/disability and referrals to community resources are also addressed. PHYSICAL THERAPIST a therapist who helps patients improve functional mobility including getting in and out of bed, walking and using a wheelchair. OCCUPATIONAL THERAPIST a therapist who helps patients return to the highest possible level of function for activities of daily living by addressing patients physical, cognitive and psychosocial impairments. SPEECH PATHOLOGIST a therapist who works with patients who have difficulty with communication, cognition and swallowing. THERAPEUTIC RECREATION THERAPIST a therapist who uses leisure skills and interventions to work on functional goals to increase overall independence and quality of life at home and in the community. REGISTERED DIETITIAN a clinical nutritionist who completes a thorough nutritional assessment of each patient based on information from family, team members and physicians, then recommends the best diet and care plan for the patient s nutritional needs. NEUROPSYCHOLOGIST a psychologist who performs cognitive assessment of each patient and helps patients and families adjust to disability. CHAPLAIN a spiritual counselor on call 24 hours a day. 8

10 Patient and Caregiver Safety The CRM is responsible for providing a safe environment for patients, visitors and staff. Please help us observe these health and safety guidelines. These guidelines, called standard precautions, are required by federal and state law: INFECTION CONTROL Infection prevention and control is extremely important to health promotion and environmental safety. You will see health-care workers wearing gloves, gowns or aprons, masks and eye/face protection during some patient-care activities. Please understand this apparel is designed to protect you as well as the caregiver. Be assured the use of protective apparel will not interfere with the quality of your care. We ask visitors to assist with infection prevention and control: While you visit, please practice good hand washing. Individuals with upper respiratory conditions, such as colds or flu, should not visit. Visitors should use public restrooms located throughout the hospital rather than using a patient s bathroom. ELECTRICAL EQUIPMENT The CRM discourages the use of personal appliances. Most heating devices are prohibited. If exceptions are made by a physician for medical reasons, our facilities management staff must inspect the equipment to ensure safe operating conditions. Please arrange with the nursing unit for this inspection. FIRE SAFETY The CRM, in compliance with accreditation standards, performs fire drills and other emergency drills on a regular basis. Should the fire alarm sound, staff will respond according to our fire plan and inform you of the procedures. The staff will notify you if the alarm is a drill or an actual emergency. Illuminated exit signs are in hallways and at each stairwell. GENERAL SAFETY Smoking is not permitted in the building. Expect your doctors, nurses and other health-care workers to wear their identification badges and to introduce themselves when they enter the room. Wear your identification bracelet at all times during your hospital stay. Expect it to be checked before you are given medications or have any procedures performed. Tell your doctor or nurse if you have fallen at home. Wear nonskid slippers or rubber-soled shoes when getting out of bed or walking. Follow your doctor, nurse or therapist s instructions about whether you may get up without assistance. Families and caregivers will be trained prior to being allowed to assist patients getting out of bed, using the bathroom and walking in the hallways. Always call for help if you feel dizzy or weak. Remain lying or seated while waiting for help. RESTRAINTS Occasionally, a person who is confused or agitated may need some form of restraint. We only recommend restraint use in cases of absolute necessity and as a last measure after we have unsuccessfully tried less-restrictive measures. Restraints require a doctor s order and patient/family consent. 9

11 Food and Nutrition Services FOR PATIENTS. Breakfast is served to patients in their rooms between 7:15 and 8 a.m. Lunch is served from noon to 1 p.m.; dinner from 5 to 6 p.m. A clinical dietitian will provide instructions for patients on special diets. Between meals, milk, coffee, tea and juices are available on your nursing unit. If you have any meal concerns during your stay, ask a member of the nutrition services staff who delivers your meals and picks up your menu or contact FOR VISITORS. The CRM offers visitors many food and snack choices. The CRM cafeteria on the first floor features a variety of foods, including hot entrees, salads, soups and breads. Monday through Friday, breakfast is served from 8 to 9:30 a.m., lunch is from 11:30 a.m. to 1:30 p.m. The cafeteria is closed weekends and holidays. Vending machines are on the ground floor. Many restaurants are within walking distance or a short drive of the CRM. For information on area dining, check with the guest services associate at Gift Shop Our gift shop is on the second floor of Emory University Hospital, near the pedestrian bridge. Operated by volunteers, the shop offers a wide selection of items, including nightgowns, robes, slippers for men and women, candy, flowers, writing materials and gifts for all occasions. The gift shop is open weekdays from 9:30 a.m. to 7 p.m., Saturdays from 9 a.m. to 4:30 p.m. and Sundays from 1 to 4:30 p.m. Laundry A washer, a dryer and detergent are provided free of charge on each floor for patient use only. Washing clothes is the patient s or family s responsibility. Telephone Service Telephones are in each patient room. Because most patients are involved in daylong therapy sessions, friends and family members are encouraged to call between 4 and 8 p.m. If you are calling from an in-house phone to a person inside the CRM, dial 2, then the four-digit extension. To call from a CRM phone to an Atlanta number outside the center, dial 9 first, then the area code and phone number. Family and friends may obtain your room or unit phone number by calling Local calls from your room are free. For long distance, you may use your calling card or credit card, or have the call billed to your home phone. Courtesy phones are located on the first floor outside the admissions office. Mail and Flowers We will deliver mail and flowers to your room. They should be addressed to you as you are registered: first name (Jane, not Mrs. John) and last name, room number, c/o the Center for Rehabilitation Medicine, 1441 Clifton Road, NE, Atlanta, Georgia

12 Newspapers You may purchase The Atlanta Journal-Constitution outside the front entrance to the CRM. Spiritual Services Spiritual care can be an important part of healing. Our all-faiths chapel is on the second floor of Emory University Hospital. At the CRM, Sunday services take place in room 101 at 11:15 a.m. for patients, families, friends and staff. Churches of most denominations, synagogues and mosques are located near the Emory campus. For locations and phone numbers, ask a guest services associate. A hospital chaplain is available 24 hours a day, 7 days a week for pastoral support. You may reach a chaplain by calling After 5 p.m. and on weekends, please call and enter pager # Your nurse also can call the chaplain. If you prefer, pastoral services will contact your rabbi, minister or priest. Social Services Social services staff is available Monday through Friday from 8 a.m. to 5 p.m. After hours, call and leave a message. Someone will get back to you by the next business day. An on-call social worker is available on weekends from 5 p.m. Friday until 8 a.m. Monday. You can reach the weekend social worker by contacting the hospital switchboard at Television The CRM provides complimentary television service in each room. You can tune into most network programming as well as our movie channel. Check the channel card in your room for station numbers and the quarterly listing of films available for viewing. Channel 20 on the closed-circuit television schedule has an orientation video. Please ask the guest services associate or your nurse for details. Televisions are turned off by 11 p.m. to allow all our patients adequate rest. Emory University Hospital s CRM provides a full continuum of rehabilitation programs to help you work toward improving function and becoming as productive as possible. 11

13 WHEN YOU GO HOME Discharge Planning Discharge Prescriptions While you are in the CRM, we ll begin helping you and your family on the day of admission plan for services you will need after discharge. Emory s concern for your well-being doesn t stop when you leave. If you have any questions upon discharge, please feel free to contact the CRM staff. Upon discharge, your physician will give you new 30-day prescriptions for all your current medications. You can fill these prescriptions at your local community pharmacy. Tell Us What You Think We are very interested in your thoughts about your stay at the CRM and how we can improve our services. We would greatly appreciate you taking the time to share your opinions with us by way of answering the questions on our customer satisfaction survey from Press Ganey. You will receive a survey prior to discharge requesting your feedback. You also may be called by an individual authorized by Emory Healthcare to check on your continued progress following your discharge. Emory University Hospital Center for Rehabilitation Medicine Administrator 1441 Clifton Road, NE Atlanta, GA Thank you for choosing the Center for Rehabilitation Medicine. Our aquatics therapy provides patients with the ability to exercise in a heated pool on an inpatient or outpatient basis. 12 Emory Healthcare, Inc. CRM /13