guest information guide

Thank you for choosing St. Elizabeth.It is important to read this guide and keep it with you throughout your hospital stay. Your care providers may add beneficial information to it during your healing journey.

Guest InformationGuide

2 Home Channel 3 KMTV, CBS, Omaha 4 QVC 5 Government Access 6 WOWT, NBC, Omaha 7 KETV, ABC, Omaha 8 KLKN, ABC, Lincoln 9 KPTM, Fox, Omaha10 City Channel11 KOLN, CBS, Lincoln12 NETV13 Daily Mass at Saint Elizabeth14 WGN15 KXVO, WB Entertainment16 TBS17 NETV218 FOX19 CSPAN20 CSPAN221 Special Sports (as needed)22 CNN23 Home Shopping24 Big Ten Network25 Weather Channel

26 Spike TV27 USA28 MTV29 VH130 CMT Country Music31 Disney Channel32 Nickelodeon33 Cartoon Network34 ESPN35 ESPN236 Nickelodeon Jr37 Fox Sports38 TNT39 Golf Channel40 BET41 SyFy42 OWN43 The Discovery44 FOX News45 TLC46 Animal Planet47 A&E48 National Geographic49 History Channel

50 American Movie Classic51 Turner Classic Movies52 Bravo53 Lifetime Movie Network54 Lifetime Television55 WE56 MSNBC57 CNBC58 Food Network59 HGTV60 E! Entertainment61 FX62 ABC Family63 Hallmark64 EWTN65 ION66 TV Land67 Comedy Central70 Soft Music71 Admissions DVD72 Nursery Education98 Univision99 Public Access

Guest TV Channels

NavyRegistered Nurse (RN) Li-censed Practical Nurse (LPN)

Your Hospital Staff

PurpleCardiology

Ceil BlueNursing Assistant Emergency Medical Technician OB Technician Monitor Technician

WineEnvironmental Services(Housekeeping) Distribu-tionLinen

BlackRespiratory Therapy Sleep Disorders Center Neurodiagnostics Lab

Steel GrayRadiology

Your Hospital StayPage 2 What to Bring Taking Your Own Medication Family Contact Person CarePages

Your Admission Medicare Medicaid Workers' Compensation Third-Party Liability If you do not have insurance

Page 4 About Your Hospital Bill Additional Billing Information Preauthorization Advance Directives Your Visitors

Your RoomPage 5 Your Healing Environment Patient and Guest Meals Valuable or Lost Items Telephone

Page 6 The Tree of Life

Page 7 TV C.A.R.E. Channel - Channel 70 Room Temperature Overhead Paging Leaving the Unit Tobacco-Free Campus Bed Refresh Wireless Internet

Your Safety - Your CarePage 8 Bedside Report Preventing the Spread of Infection Medication and Procedures A Safe-Lifting Environment

Page 9 Getting Medical Attention Right Away Urinary Catheters Call, Don’t Fall

Page 10 Nurture the Skin You’re In (Preventing pressure ulcers) Blood Clot Prevention

Page 11 Pain-What You Need to Know About Managing Your Pain

Page 12 Frequently Asked Questions About Pain Care Management

Services for YouPage 13 Interpreter Service Ethics Pastoral Service Mail, Newspaper and Floral Service Gift Shop Foundation Gifts Above & Beyond

Your VoicePage 14 Speak-Up How to File a Compliment or Complaint

Page 15 Patient Rights & Responsibilities

Your DismissalPage 16 Dismissal Instructions Prescriptions Home Medical Equipment

Page 17 Summary Of Our Financial Assistance Policy

Page 18 Resumen De Nuestra Politica De Ayuda Financiera

Page 19 Notes

Page 20 Map

Table of Contents

Your Hospital Staff

PurpleCardiology

Steel GrayRadiology

Getting You Checked In

What to BringWe understand that being admitted to the hospital can be a stressful time and we want to assure you that we will provide everything you need for your care. Some things that might increase your comfort are:

• Personal toiletry items (toothbrush/paste, hand lotion, lip balm, tissue, hair brush, etc.)

• Robe or slippers (a hospital gown will be provided)

• Assistive devices such as hearing aids, dentures, glasses, prosthetic devices, walkers

Glasses, contact lenses, dentures and hearing aids must be kept in their cases in a secure place when not in use. If you do not have a case for your dentures, please ask your nurse to provide one. Dentures wrapped in a tissue or napkin and left on a meal tray can easily be discarded by accident.

Other important items to bring:• An accurate list of all medications (including herbals, vitamins and over-the-counter medications) that you are taking; reason for taking; when/how often you are taking them and name of pharmacy where medication is filled. Keep this record with you at all times. If you bring your current medications in, you may be asked to have a support person take your medications home after being reviewed by the medical team

• Allergy list and detailed information about previous reactions

• Insurance card(s) and photo ID

• Copy of your Advance Directives

Please DO NOT bring any of the following with you to the hospital: Purse, credit card, cash, electronics, jewelry or anything of value

We cannot be responsible for lost, stolen or damaged items.

Taking Your Own MedicationPatient’s use of own medication or self-medication is not permitted*. Medications brought to the hospital should be identified by the nurse and then returned home with a family member or stored in the Pharmacy until dismissal. All medications prescribed by your physician and dispensed by the St. Elizabeth Pharmacy is individually packaged and bar-coded for your nurse to scan and check each dose to ensure accuracy before it is administered to you. Medicare will NOT pay for medications you take at home and are receiving in the following hospital settings: Emergency Room, Observation Status, Surgical Day Care and all other outpatient settings. *Exception to use the patient’s own medication is permissible in three situations: 1) Nasal Inhalers (because it does not require individual dose packaging) 2) Eye Drops (because it does not require individual dose packaging) 3) Any medication that cannot be provided by the Hospital Pharmacy

Family Contact PersonWe realize that having a loved one in the hospital is very stressful. In order to help facilitate communication between the nurse caring for your loved one and you, we recommend using one family member as a contact person. This will allow the nurse to quickly and efficiently communicate laboratory, procedure and surgical results. The less time that your loved one’s nurse spends on the phone, the more time they will have to care for your loved one. This also causes less confusion when there is one person receiving and communicating information. Shift change typically occurs throughout the hospital from 6 - 8 a.m., 6 - 8 p.m. During these times it may be difficult to reach the nurse.

CarePagesCarePages™ may also be utilized to assist in keeping family members informed. More information on how to set up a CarePage can be found at CHIhealthStElizabeth.com under “Patients & Visitors.”

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Your AdmissionWhen you arrive at St. Elizabeth, unless otherwise instructed, report to the Admissions area. When arriving for services, please have your insurance card(s) with you. In an effort to protect and confirm accurate identity, we request you present your driver’s license or other photo identification. In order to bill your insurance company for services rendered, we will need the following information: name of company, company’s complete mailing address, insurance policy number and group number and information in regard to the subscriber (policyholder name, address, birthdate, employer, etc.).

MedicareWe will bill Medicare on your behalf for services rendered. We will also submit to your supplemental or private insurance plans. You are always responsible for any applicable deductibles, copayments or other amounts not paid by Medicare. Please see your Medicare & You handbook for more details regarding non-covered items.

MedicaidWe require all Medicaid patients to present a current eligibility card at the time of registration. Without verification of your coverage, you will be responsible for your account. We will bill your account to Medicaid when all necessary information has been provided, including your Share of Cost form, if needed.

Workers’ CompensationWhen your health care service is due to a work-related injury and your employer/carrier accepts responsibility, we will bill your employer/carrier. IF we do not receive payment within 30 days, we may ask you to contact your employer/carrier. If your employer/carrier denies your claim, we will bill you directly.

Third-Party LiabilityIf you have been injured in some manner, whether automobile accident, fall, etc., another party may have some legal responsibility for your injuries. Although this matter is between you, your attorney and the party responsible for your injury, we will bill on your behalf to the carrier you provide to us.

If you are a Medicare or Medicaid recipient, health care laws require that we bill the liability carrier first. If the liability provider denies your claim or we do not receive payment within 30 days, we may ask you to contact the liability insurance. In the event that the liability provider denies your claim, we will bill you or your health insurance. Please note that if you have Blue Cross Blue Shield, they require us to bill them first for liability.

If you do not have insuranceMedical Eligibility & Counseling Services is a service at St. Elizabeth. MECS is a service that helps provide assistance to uninsured or underinsured patients. Our Patient Financial Advocates may be able to help you by:

• Identifying potential eligibility for government programs including but not limited to all state Medicaid programs, Supplemental Security Income (SSI), Victims of Crime (VOC), Children’s Health Insurance Program (CHIP) as well as the Community Assistance Program

• Visiting with patients or family within 48 hours of admission (when medically applicable)

• Helping patients fill out program applications

• Supporting the patient or family throughout the interview and decision stages of the application process.

This includes: Assisting patients with necessary verification documents Appealing denied applications when the reason was incorrect Acting as patient’s Authorized Representative Representing patient at hearings (if necessary) by visiting with one of our on-site Patient Financial Counselors

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About Your Hospital BillCertain procedures and tests ordered by your doctor require the assistance and expertise of additional physicians such as radiologists, anesthesiologists, pathologists and cardiologists. Because these physicians do not work directly for the hospital, insurance laws prevent us from adding their charges to your bill. You will receive a separate bill from these physicians for their interpretation of tests or performing procedures. Questions about physician billing can only be answered by your physician’s office.

Additional Billing InformationBilling and Customer Service: 1-866-240-1437The Physician Network Clinics, Emergency Physicians, Physical/Occupational Therapy: 402-421-0904Advanced Medical Imaging/Radiology Associates, P.C.: 402-484-4848HealthConnect at Home St. Elizabeth: 402-219-7043Lincoln Anesthesiology Group, P.C.: 402-434-5600Pathology Medical Services: 800-601-9825Nebraska Heart Institute, P.C.: 402-489-6555

PreauthorizationMany insurance plans have preauthorization requirements. To avoid nonpayment or reduction of payments, for which you will be responsible, please review your health plan booklet or call your insurance carrier to clarify your specific benefits and requirements before your visit to the medical center.

Advance DirectivesAs a patient of St. Elizabeth, you have the right to have Advance Directives concerning treatment (such as a living will or durable power of attorney for health care). The medical center will honor the intent of that directive to the extent permitted by Nebraska law and medical center policy. St. Elizabeth can assist you with completing Advance Directives. A Power of Attorney for Healthcare form is available for your use. This form must be notarized. Notaries are available at St. Elizabeth. Please ask your nurse or case manager for assistance.

Your VisitorsAll competent patients have the right to choose who may visit them during the inpatient stay, regardless of whether the visitor is a family member, a spouse, a domestic partner (including same-sex domestic partner) or other type of visitor, as well as the right to withdraw such consent to visitation at any time. Visitation privileges will not be denied on the basis of sex, race, color, gender, national origin, religion, sexual orientation or disability.

CHI Health St. Elizabeth can impose restrictions which may include but are not limited to:

• When medical staff are attending to the patient

• When there may be infection control issues

• When a visitor may interfere with the care of patients

• When a visit is not in the best interest of the patient

• Length of visit may be limited if behavior is disruptive out of consideration for patients and staff

Family and friends are important. We do not limit your visitors to specific hours or exclude anyone because of age. We do ask that all visitors be free of illness or colds.

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Your Healing EnvironmentAt CHI Health St. Elizabeth we go beyond meeting your medical needs to promote healing. Our focus is on the complete individual; mind, body and spirit. To that end, we exceed the comfort and compassion we have long provided, to include a healing atmosphere designed to lessen your stress, provide relaxation and spiritual enhancement. We offer the healing properties of prayer, at your request. We may also offer a variety of relaxation techniques, including massage therapy, some for a fee. All are offered in an effort to further promote your healing.

Patient MealsA food services employee will assist you with meal selection. Special dietary requirements can be addressed with a registered dietitian. Inpatient meals are served three times a day and delivered to your room. Ask your caregiver for specific times. Snacks and beverages are available between mealtimes.

CafeteriaCafé Elizabeth is located on the lower level. They serve meals during the following hours, Monday - Friday: Breakfast 6:30 a.m. - 9:45 a.m. Lunch 11:00 a.m. - 2:00 p.m.

SubwaySubway is located on the lower level and carries a full selection of menu items such as sandwiches, pizza, soup, salads, chips, cookies and ice cream from Goodrich.Sunday - Thursday 7 a.m. - 2 a.m.Friday and Saturday 7 a.m. - 10 p.m.

Snacks are available 24 hours a day in the vending area (lower level) next to Café Elizabeth.

Scooter’s Coffeehouse

Unique coffees, teas and smoothies. It is located in the lobby area of the medical center and is open daily (closed on all major holidays).

Dietitians• A clinical dietitian may be assigned to monitor your nutritional status. Nutrition care will be planned for high-nutrition-risk patients.

• Nutritional counseling is available for patients who desire information on healthy-meal planning with your physician’s order.

Valuable or Lost ItemsSt. Elizabeth is not responsible for lost, damaged or stolen personal property. Please send valuable items such as jewelry, cash or credit cards home with your family. If this is not possible, Admissions staff can place these items in our safe. Please report lost items immediately. Lost and found items are kept in Security for a limited time. You can contact Security by dialing “0” from any hospital phone.

Making Telephone CallsTelephones are provided in each patient room. Dial “9” prior to the phone number for local calls outside the hospital. Local and toll free calls have no charge. Follow the instructions on your calling card or dial “0” for the hospital operator. Cell phone use is allowed unless specifically noted by signage.

Receiving Telephone CallsOutside callers can reach any patient room by calling 402-219-8000.

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Your Room (all rooms are private)

At St. Elizabeth, creating a “healing” environment for our patients is very important. The Tree of Life is a way for us to engage our patients in helping us create a healing environment for them. Each inpatient will be asked to share the persons and things that bring beauty and significance to their life.

The ApplesThose people who are significant in your life – who is the “apple of your eye”?

The TrunkWhat name do you like to be called? This is described as “when you look at a tree, the trunk is what differentiates the tree from other types of trees.”

The FlowersThose things that bring beauty to your life. Examples are: you like coffee first thing in the morning, showering before going to bed and backrubs to help you sleep. What are things that you particularly appreciate?

The RootsWhat are those things that give you support in your life? Examples could be belonging to a church or a support group, listening to classical music or being with or visiting with significant others or family.


The Tree of Life

TV TVs with DVD/VCR combos are provided in each room. The TVs as well as the DVD/VCR combos can be controlled by either a remote control or the bed call paddle. Please be considerate of other patients by playing televisions and DVD/VCRs softly and by turning off the equipment at bedtime. Family and friends may bring movies in for your use. Please place televisions on Channel 3, and then turn on the DVD/VCR.

Soft Music – Channel 70The CARE channel provides ambient television programming for you and your family as a restful alternative to commercial television. This channel has been developed to create an environment that is supportive of recovery and to improve comfort and rest. This is available on a 24-hour basis and provides beautiful commercial-free images and instrumental music to specifically support your healing environment.

Room TemperatureIf your room temperature is not comfortable, inform your nurse. Please do not cover room vents.

Overhead PagingAt times during your stay you will hear overhead announcements. Our staff will let you know if any action by you is required. Brahms’ Lullaby is played overhead each time a baby is born.

Leaving the Unit It is important to remain in your room until your doctor has made rounds and/or treatments are completed. If you wish to leave the unit, check with your nurse to see if your doctor has given approval. Let your nurse know where you can be reached at all times.

Tobacco-Free CampusCHI Health St. Elizabeth is a tobacco-free campus. The use of all tobacco products is prohibited on the St. Elizabeth property including grounds and parking lots.

Tobacco use is a powerful addiction. At St. Elizabeth, helping to address this issue is an important part of your health care plan. St. Elizabeth does offer information on tobacco cessation and can direct you to community resources to assist you in that effort.

Bed RefreshWe are committed to protecting our environment and preventing waste, when possible.

• Using linens for more than one day will save water, energy and may be less disrupting to you.

• Each day, we will refresh your linens by fluffing your pillows and smoothing your sheets.

• We will change your linens upon your request or as needed. Please visit with your nurse; our goal is to make you comfortable.

Wireless InternetWireless connectivity is availabe in many locations throughout the hospital. The guest wireless network does not deliver full Internet access. For example certain websites may be restricted due to inappropriate content.

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Your Safety - Your CareBedside ReportHere at St. Elizabeth we do “bedside report” to keep you better informed about all important information regarding your care and to introduce you to the nurses taking over your care. In the event that you have visitors in your room at the time of report or anytime you feel uncomfortable about any information being discussed, please let your nurse know and other arrangements will be made. If you are sleeping, a nurse will “check” on you, but verbal report will be done elsewhere to permit your continued rest. We know that bedside report will benefit you the patient, by keeping you better informed of your condition and plan of care. We want you to know that you are the center of our care.

Preventing the Spread of InfectionYou will notice that as your health care team enters and leaves your room they will be cleaning their hands with either soap and water or alcohol foam. Please encourage your visitors to do the same. If you don’t see us washing our hands, please feel free to remind us. This is one step we take to help prevent infections.

Every time your skin is broken or a tube is inserted, there is an increased risk of infection. Some examples might be a catheter for your urine or an IV placed into a main vein in your arm or neck area. For this reason, your health care team will take special precautions during the placement and care of the tube, and we will try to get the tubes out just as soon as possible.

Medications and Procedures We have numerous processes and double-checks in place to assure we are giving the RIGHT medication to the RIGHT patient at the RIGHT time and in the RIGHT dose. One of our most valuable tools is the plastic wrist ID we provide when you are admitted to St. Elizabeth. Your ID band has your name and birthdate which are your two identifiers. One of our double-checks is the nurse scanning your wrist ID band when you receive a medication. Our health information system will verify that it is the correct person and correct medication.

Your wrist ID band is also used whenever you are scheduled for lab work, an x-ray or similar situations. Scanning allows us to check and ensure accurate information.

We may ask you questions about your surgery, treatments and your medications. This is part of our safety verification that helps us recognize what you know and whether we need to explain things further.

A Safe-Lifting EnvironmentIn order to help ensure maximum safety, comfort and quality of care during your stay, we have instituted patient handling, repositioning and movement procedures that encompass:

• Introduction of advanced patient handling equipment, repositioning and rehabilitative aids

• Adoption of new safe-lifting guidelines designed to prevent injury to you as well as members of our clinical staff

• An awareness campaign to inform our patients, their loved ones and hospital clinicians of the need to practice safe-patient handling, repositioning and movement procedures at all times

While in our hospital, you will be in a “safe-lifting environment.” Please join us in supporting this important safety initiative by adhering to the following safety guidelines for patient handling and movement.

• Manual physical handling of patients is discouraged in all but exceptional medical emergencies or life-threatening situations

• Patient self-mobility and independence are encouraged whenever practical

• Safe patient handling equipment, including electrically powered patient lifts, air transfer mattresses and gait belts will be used to assist you in the event you are unable to assist yourself

• Patients who are medicated, cannot follow directions and/or who require physical assistance, may be required to be moved by the safe patient handling equipment

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Getting Medical Attention Right Away If you or your family member feels your condition is worsening rapidly, please inform your nurse and dial “6” from the room telephone. This activates a Rapid Response Team. The person will answer “code line”, tell them that you feel your loved one’s condition is getting worse. The call alerts specialized staff members to come check on you quickly.

Urinary CathetersA Foley (urinary) catheter is a small tube inserted into your bladder for collection of urine. It is placed for many different reasons. If a catheter is indicated during your hospital stay, please ask your health care provider to discuss the reasons with you.

The insertion of a catheter can introduce bacteria into the bladder. The longer it stays in, the greater chance of getting a bladder infection. It is important that we use catheters only when necessary and take them out as soon as possible. Remind your doctor or nurse to get your catheter out and follow these care instructions while it is in place:

• Clean around your catheter tubing at the entrance site daily with soap and water

• Secure tubing to your leg with a strap or device called a StatLock®

• Keep the catheter bag below your bladder and off the floor at all times

Call, Don’t FallWhile you are at St. Elizabeth, our goal is to keep you as safe as possible. It is important to understand that the hospital environment is very different from your home. Being in a hospital increases your risk for falling because of medications, procedures, anesthetic, equipment and unfamiliar surroundings. Anyone can fall.

What YOU can do to protect yourself from falling:

• Call for assistance any time you want to get out of bed

• Wear nonskid shoes or slippers (please ask if you need a pair)

• Consider having someone with you. Consider having a trusted family member or friend stay with you, if possible, to help focus on your safety when your nurse is out of the room.

• Use your walker, cane or wheelchair

• Get up slowly from the bed or chair

How WE can help you decrease the chance that you might fall and get hurt:

• Yellow signs on doors and yellow armbands (reminders for all)

• Keeping your call light within reach at all times

• Helping you to the bathroom every two hours, as needed

• Using a gait belt (if needed) when walking with you

• Using alarms that alert the staff if you are trying to get up alone, if needed

This is what national statistics tell us about when and where patients fall in the hospital:

• Half of all patient falls occur in the hospital room when a patient tries to get up from a chair or bed without asking for help

• 33 percent of patients fall on the way to the bathroom, while in the bathroom or on the way back from the bathroom when unassisted by staff

At St. Elizabeth, we value your independence and will make every effort to maintain it. We also value your safety and ask that you please allow us to help you when needed. You are a valued member of the team. Please help us keep you safe.

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Nurture the Skin You’re In (Preventing pressure ulcers)Pressure ulcers are injuries to the skin or the fatty tissue under the skin caused by pressure or friction.

What causes them?When parts of the body are pressed against the bed, chair, each other or any object for a long period of time, the tissue may not get enough blood or oxygen. If the pressure is unrelieved, the tissue can be damaged and a pressure ulcer can form. Skin can also be damaged when it is rubbed against an object, even for a short period of time.

Where do they appear?Pressure ulcers usually form on bony areas of the body like heels, elbows, shoulders and the tailbone.

Preventative steps by health care providers may include:

• Inspecting your skin regularly

• Keeping your skin clean, dry and moisturized

• Repositioning you at specific intervals

• Making sure you eat a good diet and drink enough water

• Using special devices that minimize pressure

• Using special lifting equipment to protect your skin while moving you

What can you do?Skin Care:• Check your skin every day for: - purplish/bluish patches on dark-skinned people - dry patches - red patches on light-skinned people - cracks, calluses and wrinkles - swelling - hard areas - blisters - warm areas - shiny areas

• Keep skin dry and clean. Clean skin with warm water and mild cleanser, do not scrub

• Prevent dry skin by using creams or oils and avoiding dry or cold air

• Minimize exposure to urine, stool, perspiration or wound drainage. Use pads that keep moisture away from the skin. Use a barrier cream or ointment such as petroleum jelly or zinc oxide

When in Bed:

• Change position at least every two hours

• Use pillows between knees and ankles while lying on side and under the mid-calf while lying on back

• Limit sitting upright, this puts pressure on the tailbone

When in a Chair:

• Use a specialty cushion, not a donut-shaped cushion

• Change position at least every two hours

• Shift weight every 15 minutes

Blood Clot PreventionDecreased activity and specific medical conditions increase the risk of blood clots in your legs. Your physician may prescribe Sequential Compression Devices (SCD). They wrap around your legs and squeeze them intermittently. This helps blood return to the heart. It is important to wear these all the time, so please remind us to put them on and turn the machine on if you have been up walking. Your physician may also prescribe blood-thinning medication to decrease your risk of blood clots.

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Pain – What You Need To Know About Managing Your PainWhile in the hospital, you will be asked to rate your pain on a “0 - 10” scale. “0” stands for no pain and “10” stands for the worst possible pain. You may not have been exposed to the pain scale previously and a pain goal may be difficult to set. Your nurse can help you understand the pain scale to set a realistic pain goal. A scale has been provided on the back page to assist in rating your pain.

What is pain?Pain shows up in many different ways. Sometimes pain feels like hitting your thumb with a hammer. Other times people describe pain as “pressure”, a “burning sensation”, “cramping”, “feeling achy” or “just not feeling like myself.” Only you know the amount and type of pain you are having. Therefore, it is important that you tell your nurse in order to get the best relief from your pain or discomfort.

However, at any time when you have pain, speak up and let us know. If we do not know you are in pain, we cannot help.

How is pain treated? There are many choices available to help you with your pain:

• Oral pain medication (an example would be pills, which is one of the most effective ways to relieve your pain)

• Intravenous, injections or shots

• Patient Controlled Analgesia (PCA)—small doses of pain medicine you control

• Local anesthetics—given near your wound to block the pain

• Epidural/spinal—given into your back to block pain

Other ways to relieve pain:

• Changing your body position

• Relaxation techniques

• Music therapy

• Breathing exercises

• Heat or cold therapy

• Massage

• Physical therapy

• Electrical nerve stimulation that uses small jolts of electricity to block pain

• Exercise

• Diversion therapy—taking your mind off the pain with conversation, movies, games or reading

• Laughter—the best medicine!

We will ask you about your pain level after you receive treatment such as pain medication or an ice pack. We will adjust your medication if your pain score is above your comfort goal. If your pain relief is not acceptable to you, we will try other options. If needed, we will contact your doctor.

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Frequently Asked Questions About PainI don’t want to be a “bad” patient or a nuisance to my nurse and doctor. Shouldn’t I just try and get through my pain?

By telling your nurse or doctor that you are in pain, you provide important information which helps them do a better job of meeting your body’s needs. Your nurse’s and doctor’s goal is to help you recover. They cannot fully assist you in recovery if they are not aware that you are in pain.

Does this mean all my pain will be gone?

Although most pain can be well managed, it often cannot be removed completely without making you sleep all of the time. Our goal is to help you to be as comfortable and as awake as possible, especially when moving and doing things you need to do to get better.

What are the side effects of pain medication?

Most medications can have side effects. Side effects can include constipation, nausea, vomiting, itching and sleepiness. We will work to prevent side effects. If they do occur, we will quickly treat them. Fear of side effects should not prevent you from taking pain medication.

Will pain medication work if I take it for a long time?

After a while the body gets used to medication. This is called “tolerance.” Over time, you may need more medicine or a different kind of medicine to control your pain. It is also possible that the condition causing your pain may be getting worse. Let your nurse or doctor know what you are feeling.

Each person’s pain is different. What helps one person may not work for another. If the treatment plan is not meeting your needs, please discuss it with your nurse or doctor.

Please Remember: Do not drive or operate machinery or sign legal documents while taking any prescribed pain medication.

Care ManagementThe Care Management staff is available to help you during your stay at St. Elizabeth. The staff is comprised of Registered Nurses and Social Workers. While you are in the hospital they will work with you and your care teams to coordinate your care and identify barriers to you reaching your treatment goals.

Your Care Manager will work with you and your family to identify the most appropriate plan for you following your hospital stay. They will work to provide a smooth transition for you to the next level of care when you are ready to be discharged from the hospital. This may include things such as arranging equipment needed, home health care, rehabilitation or skilled nursing placement. They may also assist with connecting you to community resources or even helping you find a primary care physician.

Our Social Work team is available to help address any needs or concerns you and/or your family may have related to the impact your illness may have on your ability to work, care for your family or simply carry on your activities of daily living. If you are in need of further rehabilitation following your hospital stay, they are available to help you and your family find the facility that will meet your needs.

The Care Manager will also be sure your hospital stay is covered by your insurance company. If you do not have insurance we will ask our Patient Financial Advocate to meet with you regarding options available to you in an effort to relieve any anxiety your hospital stay may cause you related to finances.

You may ask to visit with your Care Manager at anytime during your hospital stay by simply asking your nurse to notify them.

It is a privilege for our Care Management team to work with you and your family during your stay with us.

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Interpreter ServiceWe offer interpretation services. To arrange for these services please speak with your nurse.

EthicsThe purpose of the Clinical Ethics Committee is to facilitate the process of ethical concerns and to mediate conflicts when necessary. Additionally, the committee makes recommendations, acts in an advisory role only, provides a multi-disciplinary team and will maintain strict patient confidentiality. Ultimate decisions concerning an ethical issue are to be made by the patient, a surrogate decision maker and a physician. The ethics consultant uses a consensus process to determine recommendations.

How to Access the Clinical Ethics CommitteeAny person may request a case consultation or ethics education session by calling the House Supervisor at 402-219-8990. An ethics consultant is on call 24-hours a day.

Pastoral ServicePastoral staff are available for you and your family regardless of your religious background. You may request a visit through your caregiver or the switchboard operator (dial “0”). There is a chaplain on-call 24 hours a day. The Chapel is located on the third level (East Tower) and is accessible 24 hours a day. A multi-faith meditation room is also available on the lower level (facing the lake). Holy communion is brought to Catholic daily and is available upon request.

Mail, Newspaper and Floral ServiceFlowers and mail are delivered each day. Convenient plant shelves are located in each patient room. Newspapers, sundries, floral, gift items and stamps may be purchased in the Gift Shop. Free copies of the Lincoln Journal Star are available in the Gift Shop on Sundays. St. Elizabeth is a latex-free environment. Some patients (Regional Burn & Wound Center and NICU) may not receive fresh flowers, live plants or items that are not easily laundered for infection-control reasons.

Gift ShopFind flowers, bears, toys, books, balloons, magazines, angels, fragrance items, spa products, cards, jewelry and many more items that can make you or your loved one feel special, relaxed or just more “at home”. Proceeds from the Gift Shop are used by the St. Elizabeth Foundation to support medical center projects.

HOURS:

Monday – Friday 8:30 a.m. - 8:30 p.m.Saturdays 12:00 noon - 6:00 p.m.Sundays 12:00 noon - 6:00 p.m.

Foundation GiftsGifts to the St. Elizabeth Foundation can memorialize a loved one or honor a special person or occasion.All donations help continue the work of CHI Health St. Elizabeth for the benefit of our patients.Your gift is gratefully accepted.

Above & Beyond, Thanking our Stars of CaringHonoring a Star of Caring is a meaningful way to recognize and celebrate the excellent care you or your loved one received from a physician, nurse, volunteer or other employee during your stay. Give a gift to recognize your Star of Caring’s commitment, and they will receive an acknowledgement card and custom star pin to wear proudly each day while continuing the work that touches so many.

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Above Beyond&


Services for You

At St. Elizabeth, our number one goal is providing excellent patient care. This includes taking steps to assure your safety during your stay. Many of these steps involve our actively checking names, services, medications and more. We encourage you to play an active role in your own health care, and safety here or in any medical setting. Here are some ways you can do that.

To prevent health care errors, The Joint Commission urges patients to…

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

ay attention to the care you get. Always make sure you’re getting the right treatments and medicines by the right health care professionals. Don’t assume anything.

ducate yourself about your illness. Learn about the medical tests you get, and your treatment plan.

sk a trusted family member or friend to be your advocate (advisor or supporter).

now what medicines you take and why you take them. Medicine errors are the most common health care mistakes.

se a hospital, clinic, surgery center or other type of health care organization that has been carefully checked out. For example, The Joint Commission visits hospitals to see if they are meeting The Joint Commission’s quality standards.

articipate in all decisions about your treatment. You are the center of the health care team.

How to voice a compliment or complaint

If you have a compliment or complaint, we want to know about it.

Please let us know:

• In Person - For an immediate concern, ask to speak to the director of the department where you are receiving care

• By Phone - Call Marketing and Communications at 402-219-7000 during regular business hours, 8 - 5 p.m.

• By Mail - St. Elizabeth Administration, 555 South 70th, Lincoln, NE 68510

• Online - Email from any page of our website at CHIhealthStElizabeth.com

To related agenciesYou may also file a complaint with one of our regulatory or accedititing agencies regardless of whether you choose to first use the medical center’s process for reporting a concern.

Nebraska Department of Health & Human Services301 Centennial Mall SouthP.O. Box 95026Lincoln, NE 68509Phone: 402-471-0316Website: www.dhhs.ne.gov/contact.htm

The Joint CommissionOne Renaissance BoulevardOakbrook Terrace, Illinois 60181Phone: 800-994-6610Website: www.jointcommission.orgEmail: [email protected]

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Your Voice

• Receive considerate and respectful care, without distinction of race, sex, color, religion, origin, age, marital status, disabilities or source of payment.

• Obtain complete information from your physician about your diagnosis, treatment and prognosis in terms you can understand. Receive, from your physician, the information you need to intelligently give consent prior to the start of any procedure or treatment.

• Refuse any treatment to the extent permitted by law, and be informed of the medical consequences of your decision. In case of such refusal, you are entitled to other appropriate care and services the medical center provides or transfer to another hos-pital. Exception: The patient may NOT refuse treatment or care that will result in placing others, including care providers, at risk of injury or harm.

• Have Advanced Directives concerning treatment (such as a living will or durable power of attorney for health care). The medical center will honor the intent of that directive to the extent permitted by Nebraska law and medical center policy.

• Privacy involving case discussion, consultation, examination and treatment.

• Expect all communications and records pertaining to your care will be treated confidentially, except in cases such as suspected child abuse and public health hazards required to be reported by law.

• Review the records pertaining to your medical care and have the information explained or interpreted as necessary, except when restricted by law. The medical center’s procedure will be followed when exercising this right.

• Expect the best possible health services necessary. If transfer to another hospital for further treatment is recommended or requested, you will be informed of risks, benefits and alternatives. The institution to which you are transferred must first agree to accept you. If transferred, you may require an emergency vehicle such as an ambulance, emergency equipment and accompanying health care personnel.

• Ask questions and be informed of the existence of business relationships between the medical center, educational institutions, other health care providers or payers that may influence your treatment and care.

• Ask questions and be informed of medical center policies and practices relating to patient care. You have the right to also be informed of available resources for resolving disputes, grievances and conflicts. That resource is the person in charge of the unit or department where you are receiving a service.

• Receive, upon your dismissal, discharge planning and instructions for care at home.

• Be informed of the medical center’s charges for services and available payment methods.

• Receive spiritual and psychosocial care in addition to your physical care.

• Access to translation services and audiovisual aids when appropriate.

ResponsibilitiesYour responsibilities to St. Elizabeth, its staff and physicians include:

• Being considerate of other patients and their privacy: reminding visitors of medical center policies and using the telephone, TV, radio and lights so as not to disturb others

• Providing accurate and complete information about your medical history

• Using medical center furnishings and equipment only as they are intended to be used

• Informing your nurse or physician whenever you feel your condition has changed significantly

• Cooperating with examinations, tests, nursing care and treatment once you understand their purposes and have granted your permission

• Sharing comments regarding your care or services provided. You may do so by calling Marketing and Communications at 402-219-7000

• Paying your bill promptly or making arrangements for others to pay it

As a patient of CHI Health St. Elizabeth, you have the right to:

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Patient Rights & Responsibilities

Your DismissalDismissal InstructionsUpon dismissal, you will receive a very important red folder. On the outside of the folder is a contact number to call should you have any questions and need to speak to a nurse. Inside the folder is important information to care for yourself at home including:

• a current medication list and prescriptions to be filled

• dismissal instructions including follow up doctor’s appointments

• information regarding your illness or your hospital stay.

Please use this folder as a primary resource for your dismissal needs.

PrescriptionsBefore you go home, your nurse will review your medications with you. Medications may change during hospitalization, so it is important that you understand your medications and dosages. You may receive prescriptions for new medications. It is important to have these new prescriptions filled at your regular pharmacy to ensure that they have your complete medication profile, reducing the risk of dangerous drug interactions. The nurse will give you a list of your medications before you leave the hospital. You should take this list with you when you follow up with your physician. Please let your nurse know if you have any concerns regarding your medication.

Home Medical Equipment – 402-464-8755St. Elizabeth Home Medical Equipment offers a wide range of medical equipment and supplies, for rental or purchase. Our products are designed to make day-to-day home health care activities easier and more confortable. We also offer products to assist those recovering from illness, injury, surgery or hospitalization. We accept and will bill most major insurance plans, including Medicare, Medicaid and Workers’ Compensation plans.

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OUR SERVICES INCLUDE:

• Bariatric equipment designed for clients up to 600 pounds

• Breast Pumps / Diapers

• Clinical instruction and follow up on respiratory equipment

• Compression garments and Burn garments

• CPAP and BiPap machines

• Delivery and pick up of equipment

• Hospital beds and bedrails

• Masks, nasal pillows and supplies

• Nebulizers and supplies to deliver inhalation medication

• Orthopedic products

• Oxygen delivery systems: oxygen concentrators, liquid oxygen, gaseous oxygen, pulsing oxygen

• Skin care products for radiation and chemotherapy cancer patients

• Special ordering of equipment not in regular inventory

• Toilet seat risers, commodes and bath chairs

• Walkers, rollators, canes and wheelchairs

• Wound care supplies

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Summary Of Our Financial Assistance Policy


Do you need assistance to pay your bill for emergency or other medically necessary care at St. Elizabeth? You may be eligible for financial assistance.

First, we will assist you to identify and apply for insurance coverage that may be available. If you still have a remaining balance after exhausting other coverage options, you may be eligible for financial assistance.

Under our Policy, we offer free or discounted care for emergency or other medically necessary care to patients who qualify. Qualification is based on family income 130 percent or less than the Very Low Income Guidelines issued by the Department of Housing and Urban Development that apply to our area (“HUD Guidelines”). Generally, financial assistance will be available to address remaining balances if:

1. Your family income is at or below the HUD Guidelines;

2. Your family income, exceeds the HUD Guidelines, but is insufficient to pay all or part of your bill; or

3. Your family income, exceeds the HUD Guidelines, and liquid assets are insufficient to pay significant or catastrophic medical bills not covered by your insurance.

In addition to your completed application, we may require documents evidencing your income, assets and medical expenses to determine whether you qualify for assistance. If you do not qualify for financial assistance, you may still be eligible for self-pay or other discounts according to our Policy. Our Financial Assistance Policy describes this in more detail.

For more information or if you have questions, please contact us at 402-219-7757 or visit us in Admissions. At your request, a copy of the Financial Assistance Policy and an application form will be mailed to you at no charge. Also, these documents and this Summary are available on our website at www.CHIhealthStElizabeth.com, available in English and Spanish.

St. Elizabeth will not bill patients who are eligible for financial assistance more for emergency or other medically necessary care than the amounts we generally bill to individuals who have insurance covering such care.

Resumen De Nuestra Politica De Ayuda Financiera


¿Necesita ayuda para pagar su cuenta de cuidados de emergencia u otro cuidado médico necesario en St. Elizabeth? Usted puede ser elegible para recibir ayuda financiera.

Primero, le podemos ayudar en la identificación y aplicación para la cobertura de un seguro que pueda estar disponible para usted. Si todavía tiene un saldo pendiente después de agotar otras opciones de cobertura, usted puede ser elegible para recibir ayuda financiera.

Como política, ofrecemos atención gratuita o con descuento a los cuidados de emergencia u otros cuidados médicos necesarios a los pacientes que califican. La cualificación se basa en ingresos familiares 130 por ciento o menos que las Guías de Ingresos Muy Bajos emitidas por el Departamento de Vivienda y Desarrollo Urbano que se aplican a nuestra área (“Guías del HUD”). En general, se proveerá de asistencia financiera para el saldo restante si:

1. Su ingreso familiar está igual a o menos de las Guías del HUD;

2. Su ingreso familiar es mayor que el de las Guías del HUD, pero es insuficiente para pagar todo o una parte de su cuenta; o

3. Su ingreso familiar es mayor que el de las Guías del HUD y los activos líquidos son insuficientes para pagar gastos médicos significativos o catastróficos no cubiertos por su seguro.

Además de que llene su solicitud, podemos requerir documentos que atestigüen sus ingresos, bienes y gastos médicos para determinar si usted califica para la ayuda. Si usted no califica para la ayuda financiera, usted aún puede ser elegible para pagos por su cuenta u otros descuentos de acuerdo con nuestra Política. Nuestra Política de Asistencia Financiera lo describe con más detalle.

Para obtener más información o si tiene alguna pregunta, favor de llamar a nuestro número de asistencia 402-219-7757 o visítenos en Admisiones. Si usted lo solicita, le podemos mandar por correo sin costo alguno una copia de la Política de Asistencia Financiera y un Formulario para Solicitar Asistencia Financiera. También, estos documentos y Resumen se encuentran disponibles en nuestro sitio web www.chihealthstelizabeth.com en inglés y español.

St. Elizabeth no facturará a los pacientes que son elegibles para la ayuda financiera una cantidad mayor a la que generalmente facturamos a las personas que tienen seguro que cubre los cuidados de emergencia u otros cuidados médicos necesarios.


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itchboard

Gift Shop

Coffee Cart

InformationDesk

Water Wall

Main Lobby

Short Stay

Hospitality/Short Stay

Waiting Area

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ElevatorRestroom

Restroom

toCafeteria

(lower level)

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Garage

Level One

Admissions

Floor East Tower West Tower1st Foundation Burn Short Stay Cardiology Emergency Department Endoscopy Radiology

3rd Critical Care Chapel Progressive Care Library

4th Labor and Delivery Postpartum/OBGYN Neonatal Intensive Care Nursery

5th Adult Inpatient Care Adult Inpatient Care

6th Clinical Decision Unit Dialysis Pediatrics


Your Instructions and Prescriptions

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Courtyard/Sculpture

Garden

CaféSt. Elizabeth

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Restroom

ELEVATORS ELEVATORS

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Lower Level

We want to make you as comfortable as possible Your care team will work with you to establish an acceptable and attainable pain score goal. If your pain management plan is not helping, we will notify your doctor. Please see page 11 for additional information.

Used with permission

0No Hurt

2Hurts Little Bit

4Hurts Little More

6Hurts Even More

8Hurts Whole Lot

10Hurts Worst

Wong-Baker FACES Pain Scale

0 4 6 8 102No pain Mild pain Moderate pain Severe pain Very severe

pain

Admissions - Medical Plaza 402-219-7121

Cancer Institute 402-219-5000

Car Seat Fitting 402-219-7000

Case Management Ask your nurse

Emergency Department 402-219-7142

Environmental Services (Housekeeping) 402-219-8737

Education 402-219-7000

Foundation 402-219-7052

Gift Shop 402-219-7110

HealthConnect at Home 402-219-7043 (Home Care/Hospice)

Human Resources 402-219-7198

Information Desk East Tower 402-219-7150

Information Desk Medical Plaza 402-219-7500

Nutrition Services 402-219-7342

Pastoral Care 402-219-7394

Patient Financial Counselors 402-219-7765 +1

Patient Safety Hotline 402-219-7108

Physical Therapy 402-219-7498

Radiology 402-219-7321

Respiratory Care 402-219-7799

Security 402-219-7007

Short Stay Center 402-219-7560

Switchboard / Operator “0” or 402-219-8000

Marketing and Communications 402-219-7000 Class Registration, Medical Center Tours

The Advanced Baby Center™ 402-219-7070

Volunteer Services 402-219-7111

Important St. Elizabeth Phone Numbers

CHI Health St. Elizabeth555 South 70th Street • Lincoln, Nebraska 68510

402-219-8000 | CHIhealthStElizabeth.com

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