VisionVision

“Each staff, faculty member, patient and student would be proud and “Each staff, faculty member, patient and student would be proud and

comfortable to have their loved ones cared for at our hospital.”comfortable to have their loved ones cared for at our hospital.”

MissionMission

Nashville General Hospital at Meharry is a publicly supported, Nashville General Hospital at Meharry is a publicly supported,

academically affiliated communityacademically affiliated community--based hospital. We are committed to based hospital. We are committed to

providing excellent healthcare regardless of age, race, creed, gender, sexual providing excellent healthcare regardless of age, race, creed, gender, sexual

preference or ability to pay. With the alliance of Meharry Medical College preference or ability to pay. With the alliance of Meharry Medical College

and Vanderbilt University, the Medical Staff and our employees will and Vanderbilt University, the Medical Staff and our employees will

provide an educational and research environment based on the provision provide an educational and research environment based on the provision

of comprehensive, compassionate, acute care services to those in need. of comprehensive, compassionate, acute care services to those in need.

Our employees, physicians, and vendors will be given the same respect, Our employees, physicians, and vendors will be given the same respect,

concern and caring attitude that they are expected to share with our concern and caring attitude that they are expected to share with our

customers. In order to meet our vision, mission and values, we will work customers. In order to meet our vision, mission and values, we will work

together to be financially viable while continuously improving our skills together to be financially viable while continuously improving our skills

and resources through excellence in education and research. Our goal is and resources through excellence in education and research. Our goal is

the achievement of 100% access to healthcare and the achievement of 100% access to healthcare and

zero disparity between populations.zero disparity between populations.

ValuesValues

1.1. Honesty and integrity in all we say and do.Honesty and integrity in all we say and do.

2.2. Respect and dignity for all human kind.Respect and dignity for all human kind.

3.3. Compassion to those we serve and to each other.Compassion to those we serve and to each other.

4.4. Competent, knowledgeable staff motivated to achieve personal and Competent, knowledgeable staff motivated to achieve personal and

professional growth. professional growth.

5.5. Accountability to society, our community and each other.Accountability to society, our community and each other.

6.6. Teamwork to achieve our vision, mission and values.Teamwork to achieve our vision, mission and values.

WELCOME .............................................................................................................................1

DURING YOUR STAY

Admissions ................................................................................................................................2

Personal Property and Valuable Items ......................................................................................2

In-room Telephone…................................................................................................................2

Television ..................................................................................................................................3

Nutrition and Meal Service .......................................................................................................3

Social Services ..........................................................................................................................3

Pastoral Care .............................................................................................................................3

Interpreter Services ...................................................................................................................3

Mail, Newspapers and Flowers .................................................................................................4

Patient Privacy Information ......................................................................................................4

No Smoking Policy ...................................................................................................................4

Smoking Cessation....................................................................................................................4

Patient Concerns .......................................................................................................................5

Discharge and Medical Records ...............................................................................................5

GENERAL INFORMATION

Visitation Policy........................................................................................................................5

Visiting Hours ...........................................................................................................................5

Waiting Areas ...........................................................................................................................7

Parking ......................................................................................................................................7

Cafeteria and Vending ..............................................................................................................7

Public Telephone ......................................................................................................................8

Billing and Payment Information..............................................................................................7

ADVANCE DIRECTIVES .....................................................................................................8

PATIENT SAFETY

Steps to Safety ..........................................................................................................................10

Rapid Response Team...............................................................................................................14

Medications ...............................................................................................................................15

PATIENT RIGHTS ................................................................................................................16

QUALITY OF CARE .............................................................................................................19

table of contents

WELCOME

T hank you for choosing Nashville General Hospital at Meharry for your healthcare needs.

Governed by the Metropolitan Nashville Hospital Authority, Nashville General has been

providing quality healthcare to the citizens of Davidson County since April 23, 1890.

We are proud to provide our patients with a highly trained medical staff, which includes

community physicians as well as those from Meharry Medical College and Vanderbilt

University. This talented healthcare team has been trained at some of the top academic

healthcare institutions in the country and continuously strives to provide our patients with quality

healthcare

Patient safety is a top concern at Nashville General. We have invested in the latest innovative

information technology solutions to allow clinicians and staff members to securely share

medical data and patient records electronically throughout the organization, improving patient

safety and permitting a multi-disciplinary caregiver approach. Our pharmacy is integrated across

the enterprise, medications are bar coded and dosing is electronically monitored, making the

delivery of medicines more efficient and safe.

Equipped with 122 staffed beds, our hospital is accredited by the Joint Commission. Within our

walls you will find a technologically advanced Breast Health Center, cardiac catheterization lab,

emergency department, medical imaging and numerous clinics.

A commitment to quality, a history of more than 100 years of service in our community, and our

partnerships with Meharry and Vanderbilt: they all come together to provide quality care for

YOU.

Welcome to Nashville General Hospital….we care for YOU. for life.

1

During Your Stay

Admissions

Our Admissions staff will work with you to make your registration and admission process to

the hospital as smooth as possible. You will receive a wristband during the admitting process

to identify you. The wristband is a safeguard for your protection. It is important that you wear

it the entire time you are in the hospital. If it falls off, please notify your nurse immediately so

we can give you a new one.

In an effort to fulfill our mission to provide healthcare to the residents of Nashville – Davidson

County, we are required to verify proof of residency for all non-emergent cases. During the

admission process, you will be asked to provide proof of identification, residency and

insurance. If you have insurance coverage, please present at the time of your admission. We

gladly accept cash, checks, and most major credit cards. Deductibles, co-pays and deposits are

due before discharge.

If you have an inability to pay in full for the services you are Financial Counselors are available

at ext.4482 to discuss payment plan options and/or financial assistance programs. If you do not

qualify for an assistance program, payment will be due when services are rendered unless prior

arrangements have been made.

Personal property and valuable items

Please send all valuables home with a relative or friend. If this is not feasible, please let us

know in order for NGH to have these secured for you. You are responsible for items which you

choose to keep with you that are not placed in our secure area. Please do not place eyeglasses,

dentures or other important items on food trays.

For the safety of all our patients and staff, we do not permit patients to bring small electrical

appliances such as hair dryers, shavers or curling irons. Also, we do not allow weapons or

alcoholic beverages on hospital property. If the hospital staff at any time believes there may be

a weapon, explosive device, illegal substances, drugs, or alcoholic beverages in your room or

with your belongings, they may confiscate the above items, and dispose of them as appropriate,

including delivery of any items to law enforcement authorities.

In-room telephones

All patient rooms have telephones. You may make free local calls by dialing “9” and then the

number. You can only make long distance calls by calling collect from your room. The

hospital operator will help you make any other calls.

2

Television

Each patient room has a remote controlled TV from which you can access local and select cable

stations. In addition, we provide adult cardiac and diabetic medical information on Channel 17

and instructions for obstetric patients on Channel 19.

Nutrition and Meal Service

We want to make sure you receive proper nutrition during your stay with us. We also want to

be certain we meet any special diet needs you may have from food allergies, religious

requirements or other factors. It is extremely important you tell us about any special diets

during your admission process.

Your physician will order a diet which works with your healthcare plan. In addition, a hospital

dietitian will visit any patient with special food requests. Please tell your nurse if you wish to

speak with a dietitian.

You should not eat or drink anything that is not on the diet prescribed by your physician.

Patients are not allowed to purchase food directly from the cafeteria for patient safety reasons.

Social Services

During your hospitalization, our Department of Social Services staff is available to provide

confidential counseling to you and your loved ones. Social Workers also regularly coordinate

referrals to community agencies which assist patients with discharge needs. If you or your

loved ones would like to talk with a Social Worker, you may call directly to extension 4125 or

ask the nurse or physician to make a referral for you.

Pastoral Care

You or your loved ones may ask for a visit from the hospital Chaplain or a clergy person of

your choice. Please ask your nurse to make this referral for you or call extension 4125.

Interpreter Services

Language and sign language interpreters are available upon request. Please ask your nurse for

assistance. Call extension 4125.

3

4

Mail, Newspapers and Flowers

Hospital staff delivers mail and flowers daily to patient rooms. Please use the address below to

ensure prompt delivery:

Your Name

Nashville General Hospital at Meharry

1818 Albion Street

Nashville, TN 37208

Any mail or flowers received after discharge will be returned to the sender or the florist.

Patient Privacy Information

A patient privacy law called HIPAA affects patients and healthcare providers, including

hospitals, in several ways. For example, during your stay in the hospital we cannot release any

information about you – including your name, general condition or address – without your

permission. We will talk with you about your right to privacy and ask if you want your

information to remain confidential or if we may release your name, room number and general

condition. If you ask for confidentiality, we cannot acknowledge to anyone (family, clergy,

others) that you are a patient. In these instances, where you want confidentiality, it will be your

responsibility to notify people about your hospitalization.

It is important that you fully understand your rights and the hospital’s responsibilities in this ar-

ea. If you have any questions, please let us know. We apologize for any inconvenience you may

experience because of this law. We ask that you understand our commitment to respect the wish-

es of our patients and our legal obligation to follow the law.

No Smoking Policy

NGH maintains a smoke-free environment. In keeping with our mission to promote health and

wellness, smoking is not allowed anywhere inside the hospital.

Please note: as of January 1, 2010, Nashville General Hospital and Meharry Medical

College is a smoke-free campus.

Smoking Cessation

If you would like information on how to stop smoking, please call extension 6189 and ask for the

smoking cessation booklet.

Patient Concerns

We are committed to providing excellent healthcare in an environment that affords each patient

the right to privacy, confidentiality, and safety. We encourage your feedback if you believe you

have received inadequate or inappropriate care during your hospital stay. Likewise, we would

appreciate your positive comments about what we do well. Please ask to speak with the

hospital’s Patient Advocate at extension: 4468.

Discharge and Medical Records

Physicians will issue your discharge order, and a nurse will help prepare you for discharge.

You should check with your physician about follow-up medical appointments, special diets,

medications or other instructions. A hospital staff member will escort you to the front entrance

at the time of your discharge.

To schedule follow-up appointments or additional testing ordered by your physician, please call

341-4393.

Copies of your medical records will be provided to other healthcare providers or for use in

disability determination, Workman’s Comp, Vocational Rehabilitation, and the Department of

Human Services. To get the fee schedule for this service, please call Health Information

Management at extension 4139. If you need copies after discharge, you may reach the

department by calling 341-4139.

General Information

Visitation

The Hospital recognizes the right of visitation by an individual of the patient’s choice to

assist in the health promotion and healing process, while assuring safety and providing a

quiet, restful, therapeutic environment. The hospital will allow a family member, friend,

or other individual to be present with the patient for emotional support during the course

of the stay subject to the exception below. The hospital will not deny visitation privileges on

the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, or

disability.

Exception: Nurse Management (Nursing Supervisors, Directors or the CNO) and/or

Physician staff can suspend visitation for patients when that visitation infringes on the

rights or safety of others. This includes, without limitation, the privacy rights of patients.

In addition, visitation may be suspended when the visitation is medically or

therapeutically contraindicated.

5

Visitation (continued):

1. ACCESS:

A. To minimize safety risks, generally, visitors staying overnight will be asked to minimize

exits/re-entrances to the building during the hours between 9:00 p.m. and 6:00 a.m.

Any visitor entering or re-entering after 9:00 p.m. must enter through the Walk-in side

of the Emergency Department and go to the Emergency Department registration desk,

who will then notify the floor to get approval to for the visitor to go to the clinical areas.

Minors are not permitted to stay in the hospital overnight unless a non-patient adult is

present and responsible for the safety of the minor. The hospital reserves the right to

deny access to anyone who appears to be at risk for transmitting infectious disease.

B. Visitors to the Intensive Care Units should use the telephone at the entrance of the

Unit and follow instructions. Only 2 visitors per patient are allowed at one time. For

infection control reasons, children under 12 are not allowed to visit patients in the ICU,

unless approved by Nursing Management and/or Physician Staff. Other exceptions to

ICU visitation rules can be made by Nursing Management and/or Physician staff if in

the best interest of the patient.

2. MATERNAL/INFANT CARE (4TH FLOOR)

We encourage visitation of new Mothers and babies. However, for the safety and security of

patients and babies, the 4th floor is secured. To enter this area, take the visitor elevators to the

4th floor and push the buzzer outside of the locked double doors. You will be given access by

the Nursing Staff. After entry, just go to the front desk and register by identifying the patient

you are visiting.

Requests for visitation must include the first and last name in which the patient is currently

registered. Passes will be limited to 8 per patient at any one time. When there are more than

visitors present they must wait in the waiting room until one of the eight returns and transfers

their pass to the next visitor.

Labor and Delivery: Visitation shall be limited to 4 visitors at a time at the discretion of

the nursing/physician staff. New mothers who have delivered a baby at NGH may designate

one adult to stay with them overnight.

NICU: Visitors are limited to parents, grandparents, and siblings. Siblings may visit when

accompanied by a parent or grandparent and must be well. Visitors will be limited to two

people at a time. Visits are restricted to one hour to prevent the infant from over-tiring.

Hours for visitation are open except during change of shifts, procedures, or physician

rounds. During RSV season (October thru March), visitation is restricted to persons over 12

years of age.

3. LIMITATIONS: Limitation on the number of visitors in areas of the hospital may be

placed by the nurse caring for the patient if the number of visitors is inhibiting the nurse’s

ability to provide care safely and efficiently to the patient. Visitors may be requested to

leave the patient area during the performance of procedures.

6

Visitors are expected to abide by all rules and regulations set forth by the hospital and

refrain from disruptive behaviors. Visitors that behave in a manner that is disruptive to the

hospital atmosphere and function may be asked to leave the premises on a brief or

permanent basis depending upon the nature and severity of the behavior.

4. VISITATION BY CHILDREN: Patient visitation by children is welcomed provided it is

beneficial to the patient and/or child (children). Children visiting the hospital must be

accompanied by a parent or responsible adult (other than the patient) at all times and

the following must be evaluated:

The nurse should make an assessment to ensure that the child will not be placed at

risk during their visit i.e. patient with infectious disease, safety issues, emotional

effects, etc.

Length of visit should be relative to the age of the child.

The adult(s) responsible for the child(ren) need(s) to be informed of and supportive

of the following responsibilities:

Children will need to stay in the room of the patient they are visiting so other

patients on the unit can rest without disruption.

Children’s behavior needs to be monitored and controlled by the responsible

adult at all times during the visit.

Waiting Areas

Waiting rooms are available for visitors on floors 2 through 4, and in the Emergency Room,

Imaging, and the First Floor Lobby.

Parking

The parking garage located on Albion Street is owned and operated by Meharry Medical

College and is open 24 hours a day, seven days a week. Please ask your nurse or a staff

member at the front desk on the first floor lobby for assistance with parking validation.

Cafeteria and Vending

The hospital cafeteria, “The Albion Grill” is located on the lower level. Nutritious, balanced

and affordable food choices are available for your guests.

Albion Grill Hours:

Breakfast 6:00 a.m. - 9:30 a.m. (M-F; Sat & Sun- Limited Menu)

Lunch 10:30 a.m. - 2:00 p.m. (M-F; Sat & Sun- Limited Menu)

Dinner 6:00 p.m. -7:00 p.m. (Daily – Limited Menu)

Vending machines available on the 1st floor across from the escalators.

7

Public Telephones

For your convenience, public payphones are available on the first floor located in front of the

elevators, the Emergency Department waiting area, and on the lower level in front of the

cafeteria entrance.

Billing and Payment Information

Please familiarize yourself with the Billing and Payment policy of the hospital. This will help

you to determine your financial responsibility, if any, for your hospital stay.

As a courtesy to our patients, and as a requirement by some of our contracted payers, we will

bill your insurance carrier. Amounts, such as co-payments, deductibles or other miscellaneous

charges not covered by insurance are due upon discharge.

If you are uninsured, and are a Davidson County Resident, we may be able to assist you with a

financial assistance program.

The Financial Counseling office is located on the first floor, through the double doors to the left

of registration leading into the Meharry Clinics. Their hours are Monday-Friday 7:30 a.m. –

3:30 p.m. For an appointment, please call 615-341-4968 or for questions concerning your

hospital bill (615) 341-5524.

Advance Directives

An ADVANCE DIRECTIVE is a statement that you make – “in advance” – and preferably in

writing, that lets your doctor and other healthcare providers know what kinds of medical

treatments you would or would not want to receive if you were unable to speak for yourself.

Advance directives state what you want to happen, or not happen, in a legally binding form.

You might ask, “Why should I have an ADVANCE DIRECTIVE?” There could come a time

when you become too ill to talk to your doctors, you could be unconscious. By writing your

wishes while you are able, you can make sure that your doctors and your loved ones know

exactly what medical treatment you want.

Creating an ADVANCE DIRECTIVE is the right of every competent adult in this state. In

addition, it could be a great help to your family to know your wishes if you do become too ill to

tell them yourself. Finally, it gives you the patient, control over what happens to you and your

future medical needs.

8

The two most common types of ADVANCE DIRECTIVES are:

1. ADVANCE CARE PLAN formerly called the LIVING WILL.

2. APPOINTMENT OF HEALTH CARE AGENT formerly called the DURABLE

POWER OF ATTORNEY FOR HEALTHCARE.

These are both legal documents recognized in the State of Tennessee.

An ADVANCE CARE PLAN (Living Will) is a written statement that allows you to tell your

doctor if you would not want to be kept alive in certain circumstances. You can choose whether

you would want to receive certain kinds of treatment if your condition was determined to be

terminal or if it was unlikely that you could improve. The obvious benefit is that you are

allowed to die with dignity and with only those treatments necessary to keep you comfortable

and pain free.

An APPOINTMENT OF HEALTH CARE AGENT (Durable Power of Attorney for

Healthcare) is the second type of directive you may consider. It gives you the opportunity to

appoint someone that you trust, to make medical decisions for you if and when your condition

prevents you from making these choices for yourself.

If you are interested in receiving additional information about ADVANCE DIRECTIVES,

please tell your nurse. After reading these materials, we recommend that you consult your

family lawyer to answer any legal questions. Talk with your family, friends, and perhaps your

minister. Your doctor will be glad to answer your medical questions.

If you do decide to make an ADVANCE DIRECTIVE, remember to bring a copy with you

when you come for your next appointment so you can discuss it with your doctor, and we will

make it a part of your medical record.

You may contact our Social Services Department if you have other questions or want to

complete an ADVANCE DIRECTIVE. Copies of blank forms are available upon request.

Call 341-4125.

9

Patient Safety

STEPS TO SAFETY

As your healthcare provider, Nashville General Hospital at Meharry works to help you achieve

the best health outcome possible. We know this is more likely to happen when you are

involved in your healthcare decisions. That is why we want you involved with us every step of

the way. Our staff welcomes the opportunity to answer any questions you or your family may

have while you are in our care. Our “Ask me what’s next” campaign encourages this dialogue.

SPEAK UP!

Step #1. SPEAK UP

Speak 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.

Pay 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.

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

plan.

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

Know what medicines you take and why you take them. Medicine errors are the most common

health care mistakes.

Use 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.

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

You have the right to know and understand about your health.

Find a doctor who you trust and who you are comfortable talking with about your

health.

Ask for information that you need.

Expect answers that you can understand.

10

Step #2. Know the Plan of Care

You have the right to know and understand about your medicines and treatments that are

used in providing your care.

Know why you are receiving them.

Know what side effects to expect and what foods or activities to avoid.

Keep a list of your medicines, including over-the-counter medicines and herbal

supplements.

Read the labels of your medicines and talk with your doctor or pharmacist if you have

questions.

Step #3. Pain Management

Your have the right to expect that your comfort needs will be addressed.

Talk to your doctor or nurse about pain relief options.

Make a plan with them to keep your pain under control.

Do not hesitate to ask for relief as soon as the pain begins.

Step #4. Test Results

You have the right to have your test results clearly explained to you.

Find out when and how you will get the results.

Do not assume that everything is OK if you do not get the results when you expected.

Call your doctor and ask.

Step #5. Your Safety &Security

You have the right to expect that your care will be delivered with your safety in mind.

Expect the healthcare workers to introduce themselves and tell you what their role is.

They should be wearing identification badges.

Expect the healthcare workers to check your identification wristband before giving you

medicines or providing care.

Expect the healthcare workers to wash their hands or put on gloves before making

contact with you.

If you are having surgery, expect the healthcare worker to mark the area of the surgery,

with your help, to prevent a mix-up in the operating room.

11

Be aware of what goes on around you. Tell your doctor or nurse if you feel

uncomfortable about anything.

Step #6. Fall safety

You can reduce your risk of a fall by doing the following:

Do call for assistance from the nurse if you feel weak. Do not try to go to the bathroom

by yourself

Do sit on the side of the bed for a few minutes before you stand

Do wear non-slip shoes or slippers when walking

Do walk close to the wall and use the handrail for safety

Do not lean on equipment with wheels, such as an IV pole, or an over-the-bed table

Step #7. Prevent the Spread of Disease

Hand Hygiene – Please wash your hands when:

Your hands are visibly dirty

Before you eat, and before touching your mouth, nose or eyes

Before and after preparing food

After contact with blood or bodily fluids, touching animals or pets, or changing diapers

Before leaving your room and upon returning to your room. Encourage your family,

visitors and caregivers to do the same.

Remember: It is always ok to ask caregivers if they have cleaned their hands!

Respiratory Hygiene – Germs are expelled into the air whenever you sneeze or cough.

To prevent the spread of infection:

Turn away from others when sneezing or coughing

Cover your mouth or nose with a tissue when you cough or sneeze. Discard the tissue in

the trash.

If you don’t have a tissue, cough or sneeze into your upper sleeve, not your hands.

Always clean your hands after coughing or sneezing.

12

Contact or respiratory precautions- If you have an illness that requires isolation, you will have

a sign on your door that tells staff and visitors what precautions should be taken to avoid

transmitting your infection to others. Encourage staff, family and visitors to follow these

precautions.

Surgical Infection Prevention- Before your surgery starts you will most likely be given an

antibiotic to help reduce the risk that you will get an infection. Your hair will be removed (if

necessary) by using clippers rather than a razor. Your temperature will be monitored to keep

you from getting too cold and you will be given instructions at discharge about how to care for

your wound. Be sure to ask caregivers any questions you may have.

Step #8. Crisis Resources

During your stay, you will be asked questions about your mental health, substance use/abuse,

and domestic violence. It is important that you be honest about these issues in order for us to

provide the care, treatment and discharge resources that you need.

If you find yourself in personal crisis after discharge, the following resources are available for

you:

Domestic Violence:

A. Metro Police Dept./Domestic Violence Division 880-3000 (7:00 am—10:00 pm)

B. Victim Intervention Program 862-7773

C. PEACE (Project to End Abuse through Counseling 255-0711

D. YWCA Domestic Violence Crisis Line 242-1199 or 1-800-334-4628

E. Morning Star Sanctuary 860-0003

F. Tennessee Domestic Violence Hotline 1-800-356-6767

G. National Domestic Violence Hotline 1-800-799-7233

H. Rape and Sexual Abuse Center Crisis Line 256-8526

I. The Mary Parrish Center 256-5959 (M-Th 9am—5pm)

(F 9am—3pm)

Substance Abuse:

Please contact our Social Services Department for a list of resources at 341-4125.

Suicide Hotline: Mobile Crisis 726-0125

Natiional Suicide Hotline 1-800-784-2433

1-800-273-TALK

13

Patient Safety

RAPID RESPONSE TEAM

Nashville General Hospital at Meharry has implemented a Rapid Response Team as another

way we provide the best possible care to the patients we serve. The team enables us to respond

more quickly to changes in a patient’s condition — often before a medical emergency, such as a

heart attack, occurs.

The team is made up of highly trained individuals, and includes nurses, doctors and respiratory

therapists. If it appears that a patient is getting sicker very quickly, the team is called and takes

action quickly. The team comes to the patient and evaluates the patient immediately. The team

may suggest laboratory tests, x-rays or new medications. These actions can help patients get

better and live longer.

Research shows that the Rapid Response Team can save lives and reduce the length of time

patients have to stay in the hospital. The team may also reduce the risk of:

When are patients most likely to experience a change in their condition?

Anytime someone is in the hospital, there can be unexpected events that may cause the patient

to stay in the hospital longer or lengthen the recovery process. Patients are likely to experience

changes in their conditions just after surgery, during medical tests or anytime a patient is

recovering from an illness. We know that being in the hospital can be an overwhelming

experience.

What are some warning signs?

Warning signs that may indicate a patient is getting sicker include:

Confusion, agitation or other mental status changes

If you experience a change in your medical condition that concerns you or your family, please

notify any staff member immediately. If needed, your nurse will notify the Rapid Response

Team.

Heart failure Inability to breathe

Kidney or liver failure Stroke

14

Can a family member or friend help?

If you notice a patient getting sicker very quickly, do not hesitate to contact any staff member

and request that the team be called. We want to partner with you to provide the best treatment

possible.

The Rapid Response Team does not respond to patients in the Intensive Care Units as

staff in the ICU have the same capabilities as the Rapid Response Team!

MEDICATIONS

Prescription medications or herbal supplements brought from home should be given to your

nurse for proper identification by the pharmacy. They will be identified and returned to a

family member to be sent home, unless you take medication not on the hospital formulary and

your physician permits you to continue taking it.

Do not take any medications or supplements without the knowledge of your nurse. Your

physician must order all medication, including any over the counter medicine, you may need.

Your nurse will explain further.

Should you need medication assistance upon discharge and do not have insurance coverage,

please contact the Social Services Department at 341-4125 before discharge.

15

PATIENT RIGHTS

Your Rights and Responsibilities

Providing you with quality care is our number one priority. We propose to do this in a manner

that will assure your satisfaction, dignity and comfort. Accordingly, we would like to share with

you our beliefs about these mutual obligations.

We believe…

You (the patient) have a right to:

Receive competent, considerate and courteous care.

Retain your dignity.

Be heard.

Have your needs met without regard to your race, sex, color, religion, national origin,

sexual orientation, gender identity, disability or your ability to pay for your care.

Receive care as promptly and as courteously as may be possible, with the understanding

that other patients may have similar or more urgent needs.

Receive care (including education) and communication in a manner that is appropriate to

your needs based upon your age, learning preference, health literacy, and/or disabilities.

Respect for your cultural and spiritual values, beliefs and philosophy, unless they harm

others, are disruptive, or interfere with the planned course of your medical therapy.

Receive care in a secure and safe environment.

Receive religious and other spiritual services.

Expect privacy of your records and communications pertaining to your care in accordance

with the law and professional ethics.

Free and reasonable communications in languages or techniques that help improve your

understanding and enable you to make decisions regarding your treatment.

Inspect your medical records, request amendments, and receive copies, with the understanding that you will be required to pay for copies and the hospital is allowed

reasonable time to copy.

Receive prompt and accurate answers to any questions you may have concerning any

charges billed to your patient account.

Receive information about advanced directives that would allow you to make your own

healthcare decisions for the future and to have your chosen representative exercise these

rights for you if you are not able to do so.

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Be actively included in decisions surrounding your care, including ethical issues, conflict

resolution, withholding resuscitative services, forgoing or withdrawal of life-sustaining

treatment, participation in investigational studies or clinical trials, and to have your

decisions honored.

To be free from restraint or seclusion unless it is required to ensure your immediate

physical safety or the safety of others. To have the restraint/seclusion be the minimum

necessary to achieve safety and to have it discontinued at the earliest possible time.

Have a person of your choosing designated as an emotional support person. This person

may stay with you throughout your care unless the presence of your support person

infringes on the rights or safety of others or is medically or therapeutically inappropriate.

Receive pain relief and management measures.

Know if something goes wrong with your care.

Get an up to date list of your medications.

To voice any complaints, concerns, or grievances that you may have regarding your care

and to receive a prompt response. Your right to quality patient care will not be impacted or

denied as a result of your expression of a complaint or concern.

Support in your right to access protective services such as, guardianship and advocacy

services, conservatorship, and child or adult protective services.

Receive respectful, responsive care for the end-of-your-life including: comfort and dignity,

appropriate treatment for primary and secondary symptoms, effective pain management,

and consideration of any other emotional, spiritual, and cultural needs that you or your

family might have.

Know the identity of your caregiver’s (nurses physicians, etc.), even when those caregivers

are students residents or other trainees.

Know of the relationship of this hospital to other healthcare and educational institutions,

where this may pertain to your care.

Accept or refuse treatment unless you have been deemed legally incompetent to make your

own decisions.

Accept or refuse participation in research and when you accept, to be fully informed in

accordance with law and regulation.

You can expect your doctor to:

Tell you about your treatment, including a reasonable explanation about procedures and/or

operations.

Tell you if you must be transferred to another health facility and the alternative to such a

transfer when such may become necessary.

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Respond to your report of pain and to provide timely and effective pain management.

Permit you to decline any treatment, and inform you of any known possible legal and

physical ramifications which could result from such action.

Advise you in advance of any research/educational or human experimentation projects

which may involve you, and your right to refuse such involvement at any point in the

research.

Provide you reasonable continuity of care while you are a patient here and following your

discharge.

You (the patient) are expected to:

Tell us about any arrangements you have made regarding who can make medical decisions

for you if you can’t make them for yourself.

Tell us about any decisions you have made about what care you do or don’t want to have at

the end of your life.

Tell us about any other ethical issues that may impact your care.

Keep, to the best of your ability, all appointments scheduled for you or to contact your

caregiver when you cannot keep a scheduled appointment.

Follow, to the best of your ability, all reasonable instructions regarding your treatment, and

to inform the physician or nurse of any instructions that you don’t understand or can’t/

won’t follow.

Give accurate and complete information concerning your health, medical history and past

hospitalizations.

Behave in a courteous and respectful manner.

Let us know if you hurting.

Understand that your visitors will be expected to behave in a courteous and respectful

manner.

Provide truthful, complete information concerning your ability to pay for services, and to

work with the hospital in assuring that you pay all charges according to your ability.

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Quality of Care

Nashville General Hospital at Meharry is certified by the Joint Commission. We provide the

highest quality of care to our patients. Patients and family members have access to the latest

hospital quality data via the internet at:

The Hospital Quality Alliance, www.hospitalcompare.hhs.gov

Quality Check® The Joint Commission, www.qualitycheck.org

If you have questions, concerns, or compliments

If for any reason you have questions or concerns, or compliments, please ask your nurse. If you

do not get a satisfactory answer, please ask to speak with our Patient Advocate or a staff

member from our Compliance Department. You may call 341-4468 from 8 a.m. to 4:00 pm on

weekdays. After-hours or on weekends, dial “0” for the hospital operator, who will connect

you with a supervisor or Administrator on duty who can help. Any patient, family member or

visitor with an unresolved complaint related to discrimination may file an official grievance by

contacting our Compliance Department at 341-4468. Letters may be addressed to:

Compliance Department

ATTN: Patient Advocate

Nashville General Hospital at Meharry

1818 Albion Street

Nashville, TN 37208

You may also register complaints about service to the Tennessee Office of Licensing and

Regulations – Health-Related Investigations, at 1-800-852-2187 or 615-741-8485.

You may also contact the Joint Commission by calling 1-800-994-6610 or email:

complaint@jointcommission.org

Complaints may also be mailed to: Office of Quality Monitoring

The Joint Commission

One Renaissance Boulevard

Oakbrook Terrace, IL 60181

If you have Medicare, you have the right to send complaints directly to:

Q Source

3175 Lenox Park Blvd., Ste. 309

Memphis, TN 38115

1-800-528-2655

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1818 Albion Street

Nashville, Tennessee 37208

615.341.4000

www.nashvillegeneral.org

care patient services