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In This GuideGuest Trays 15Food Court 15Cafeteria Hours 15Gift Shop 15Gifts for Patients 15Dietitians 15Vending Machines 16Nutritional Information Available on TV Channel 16Medication Disposal at TGMC 16

Your Rights & Responsibilities 17-18Speak Up 19Stay Safe 20-25Do You Have Pain? 26-27What Are Your Advance Directives? 28-29Summary Notice of Privacy Practices 30Don’t Leave Until… 31-32Preparing to Leave the Hospital 33-34Hospital Services 34-35Health, Wellness and Education Services 36For the Caregiver 37Stop Smoking Today 38I CARE 39-40

Welcome to TGMC 2About Us 3Your Satisfaction 4Telephone Directory 5Your TGMC Healthcare Team 6-8During Your Stay 9-16

Visiting Hours 9Visiting Regulations 9Parking 10Waiting Areas 10The Terrebonne House Hotel 10Your Room 11Your Hospital Bed 11Room Temperature 11Interpreters 11Television 11Calling Your Nurse 11For the Hearing Impaired 11Telephones 12Channel Listing 12MedSerenity Channel 12Guest Wireless Network 13Patient Emails/Greeting 13Fire 13Valuables 14Fire Exits 14Smoking 14Safety and Security 14Patient Personal Equipment/Belongings 14Letters, Packages and Flowers 15Food and Nutrition Services 15

ADVERTISEMENT DISCLAIMER: The patient handbook is provided free of charge to you by Terrebonne General Medical Center and is paid for by the advertisers present in the book. TGMC is not partial to any of the advertisers in the book.

The editorial content displayed here is the responsibility of PatientPoint. This material is for your educational use only. It does not contain, nor should it be construed as containing, medical advice. Talk to your doctor before making any lifestyle or treatment changes. Sponsors are responsible for the material provided, and your healthcare provider’s participation in the program does not represent an explicit or implied endorsement of any material presented. The people shown are models and are not known to have any health condition. Images are for illustrative purposes only. Image credits: Getty Images, iStockphoto. ©2017 PatientPoint®

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Welcome to Terrebonne General Medical Center (TGMC). We appreciate that you have chosen TGMC to be your healthcare provider. We are passionate about our commitment to your health and recovery, and we will work closely together as a team of physicians, nurses and support staff to provide you with the highest quality of care.

This handbook is designed to acquaint you with our growing hospital and the many services and patient accommodations that TGMC has to offer.

As the largest hospital in the region, TGMC offers many comprehensive services. At TGMC, we continuously strive to make your patient experience one that is filled with a caring, helpful team and world-class healthcare. TGMC is nationally and internationally recognized for our outstanding dedication to our patients and community as well as for our innovative and state-of-the-art services.

Our skilled team of healthcare experts is here to care for you during your stay and will provide you with resources necessary to assist you in remaining healthy well after discharge. Preventative care is key to staying healthy and TGMC offers many services through our Healthy Lifestyles program to help you live a healthier life.

We are honored that you have entrusted your care to our team, and we hope that your time with us exceeds your expectations. Our staff will be happy to answer any questions you may have and will assist you in getting as comfortable as possible. If we can do anything to serve you better at any time, please let us know.

Sincerely,

Phyllis PeoplesPresident and Chief Executive Officer

Phyllis PeoplesPresident and Chief Executive Officer

OUR ADDRESS8166 Main St.Houma, LA 70360

Your Opinion CountsSoon after your discharge, you may receive a mail survey on behalf of TGMC. Please take the time to complete and return the survey in order to share your opinions about your hospital stay. Your feedback is an important part of our goal to provide exceptional healthcare with compassion.

Welcome to Terrebonne General Medical Center

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Vision It is the vision of Terrebonne General Medical Center

to be a leading medical provider by transforming healthcare delivery using innovative solutions that pave the way toward excellence.

ValuesThe Values Statement that defines TGMC serves as the guiding principles for all employees, volunteers and physicians.

Integrity – Do the right thing at the right time for the right reason.

Communication – Effective communication is the key to understanding one another.

Attitude – Create a great place for patients to receive care, staff to work, and physicians to practice medicine.

Respect – Treat every individual as a person of worth, dignity and importance.

Etiquette – Convey concern and willingness to serve others by use of good manners and kind expressions.

About Us

MissionProviding exceptional healthcare with compassion.

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You are part of the team

COMMUNICATE It’s your health; don’t be afraid to ask your doctors and nurses questions.

PARTICIPATE You are the center of your healthcare team so ask questions, understand your treatment plan and medications, and communicate with your doctors and nurses.

APPRECIATE There are hundreds of people in the hospital who need help; please be patient as doctors and nurses attend to everyone.

Your healthcare is our priority. To determine where improvements are needed, this hospital takes part in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey measures your satisfaction with the quality of your care. It is designed to be a standardized tool for measuring and reporting satisfaction across all hospitals in the U.S.

After you are released from the hospital, you may be selected to participate in the HCAHPS survey. The survey asks multiple-choice questions about your hospital stay. Please take the time to fill out the HCAHPS survey; your feedback is valuable!

What is HCAHPS?The HCAHPS survey is backed by the U.S. Department of Health and Human Services. The survey is used to improve the quality of healthcare. HCAHPS makes survey results public so hospitals are aware of where changes are needed. The results also enable healthcare consumers to review and compare hospitals before choosing a healthcare provider.

Your Satisfaction Hospital Compare is a government website that allows users to compare the quality of care provided by hospitals. The information provided on this website is based on HCAHPS survey results.www.medicare.gov/ hospitalcompare

The Joint Commission has created quality and safety standards for healthcare organizations. The Joint Commission reviews, accredits and certifies healthcare organizations that meet its high standards. Quality reports for all accredited organizations are available on its website.www.qualitycheck.org

We encourage your feedback to improve care.

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Admissions 873-4008Birth Certificates 873-4093Blood Donor Center 873-4025Case Management 873-4080Chaplain 873-4143Critical Care Waiting 873-4701Diabetes Education 850-6200Financial Counselors 873-3799 Food and Nutrition 873-4056Gift Shop 873-4004Housekeeping 873-4136Labor and Delivery 858-7260Lactation Consultant 858-7279Marketing & Planning 873-4616Mary Bird Perkins TGMC Cancer Center 876-3045Medicaid Assistance 850-5292Medical Records 873-4091Outpatient Pavilion 850-6159Patient Experience 873-3588Patient Financial Services 873-4270Security 0Social Work 873-4104TGMC Administration 873-4664Women’s Health Center 858-7171

Calling a Department WITHIN the Hospital?Dial the last four digits of the number.

MAIN NUMBER(985) 873-4141

3 North873-4399

3 South873-4395

4 North 873-4499

4 South873-4494

5 North873-4598

5 South (SNF)873-4594

Health and Rehabilitation Center873-4721

Healthy Lifestyles Center 850-6206

Women’s Health Center858-7171

Telephone Directory

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Your TGMC Healthcare Team

Patient Experience Coordinator It is the right of all patients to receive

good care, to obtain understandable information about their treatment, to make decisions about their own fate, and to expect dignity, courtesy, privacy and respect. TGMC’s patient experience coordinator helps to ensure the patient has these rights, acting as the liaison between the patient and the hospital staff and helping to interpret hospital policies, procedures and services. For more information, call ext. 3588.

Patient Account RepresentativesTGMC’s patient account representatives can answer questions about your hospital bill and help you interpret financial policies and billing procedures at the hospital. The Business Office can be reached by calling 850-6126 Monday through Friday from 8:00 a.m. to 4:00 p.m.

The Medical StaffThe physician who admits you is responsible for directing your care while you are a patient in the hospital. Your physician, as the coordinator for your treatment program, should be consulted if you have questions about your illness.

The Nursing Staff24-hour nursing care is provided by a team of professional registered nurses (RNs), licensed practical nurses and nurse assistants, who are specially trained in caring for the individual needs of each patient. A nurse director is responsible for directing and coordinating nursing care on each unit. There also is an RN

serving in an administrative capacity (patient placement) that monitors all nursing units in the afternoons, evenings and weekends. Our nursing staff is easily identified by wearing either royal blue and/or white scrubs. Because our primary goal is to exceed your needs, please feel free to contact your nurse or the nurse director if you have questions or concerns.

Supportive Care Services Supportive care is specialized medical care for people with serious illnesses. The main focus is to provide patients with relief from symptoms, pain and stress of whatever serious illness they may have. The supportive care team consists of a combination of doctors, nurses, social workers, counselors, chaplains, registered dietitians, pharmacists and rehabilitation specialists who work together as a team with a supportive care specialist to provide the best treatment for patients and consult with the family. The team offers support every step of the way by helping to control symptoms and helping patients to understand their treatment options and goals.

Your doctor is able to provide a referral for this service. For more information, call 858-7673.

Housekeeping/LaundryHousekeeping cleans occupied patient rooms once daily, except on days of admission and discharge. Housekeeping cleans and readies vacant rooms for newly admitted patients. Laundry provides clean linens to each department

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for distribution to patients by the nursing staff.

Case Management/Social ServicesThese two departments have joined together for better collaboration/teamwork with healthcare professionals to assist with your hospital stay and discharge planning, inclusive of rehabilitation services, skilled nursing services, acute long-term services, nursing home, home health services, home medical equipment and hospice. A social service representative assists patients and family members with financial, social and emotional issues related to illness and hospitalization. They also are available to discuss important issues such as organ donation, living wills and durable power of attorney. The nurse case manager assists the patient in achieving wellness and independence through support, coordination, communication, education, resource identification and service facilitation. The case managers work with patients, families, nurses, medical staff and other healthcare professionals to ensure a smooth transition for the patient to all sites of care. Please contact the nursing staff or call the department at 873-4080 for more assistance.

VolunteersVolunteers contribute many hours of service to the hospital. The volunteers assist the staff in many ways such as escorting patients downstairs at discharge, working the information desk and working in the gift shop. If you

know anyone who would be interested in volunteering, please call 858-7133.

Chapel/ClergymenThe chapel is located on the first floor of the Women’s Health Center next to the Bistro. People of all faiths are welcome to visit the chapel for prayer and meditation. It is open for patients and visitors at all hours of the day and night. Catholic services are Monday through Friday at 12:05 p.m. and Sundays at 8:00 a.m. (No services are available on Saturdays.) As a service to our patients, we have a hospital chaplain for prayer or personal visitation. The hospital chaplain can be reached by calling ext. 4143.

StudentsTGMC participates with the educational community in providing training and clinical experience to students. Students are required to wear badges and are expected to act in a professional manner. All students receive and have been certified in classroom instruction and may observe or participate in your care while you are a patient. They are closely supervised and never allowed to complete any procedure or task without the supervisor’s approval. If you do not want students to participate in or provide for your care, please notify the nurse director of the unit.

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Your TGMC Healthcare Team

Our dedicated staff proudly attends to your needs. To assist you with recognizing our job status, each healthcare professional wears a distinguishing color in addition to a name badge with his or her job title. The listing below will help you and your family identify the different healthcare professionals:

Type of Healthcare Professional: Uniform Color Scheme:Nurses Royal blue and solid white scrubsNursing Assistants Purple scrubsHousekeeping Olive scrubsSecretaries Navy blue scrubsCase Managers Black top, white pantsSocial Workers White top, black pantsDietary Hostess Black vest with teal tie and white shirtTransporters Black scrubsLab Caribbean blue scrubsRespiratory Teal scrubs

Please refer to the Welcome Packet, given to you upon admission, to reference the actual scrub colors. Although we wear different-color

uniforms, we all wear a smile!

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During Your Stay We have policies and procedures in place to help you and

your family work with our doctors, nurses and staff to get the most from your hospital stay. Please take a few minutes to review these guidelines with your loved ones.

Visiting HoursVisiting can be good medicine for patients. Family members and friends are welcome to visit, and we embrace a philosophy of open and flexible visitation that welcomes and encourages the involvement of family and significant others in the patient’s care. Accordingly, TGMC has adopted this statement on patient visitation rights:

General Visitation: 8:00 a.m. to 9:00 p.m.Children must be in the care of a responsible adult other than the patient.

Hospice: To the extent possible, visitors of hospice patients will be allowed unrestricted visiting privileges, including, but not limited to, children of all ages.

Intensive Care/Critical Care (ICU/CCU): Generally, visitation is encouraged during the following hours; however, a more flexible visitation can be arranged. n 8:30 a.m. to 9:30 a.m.n 12:30 p.m. to 1:30 p.m. n 5:00 p.m. to 6:00 p.m. n 8:30 p.m. to 9:00 p.m.

Only three visitors will be allowed to visit at one time. Due to infection control concerns, it is preferred that children under the age of 12 not be allowed to visit; however, special considerations can be made based on patient status.

The Health & Rehabilitation Center: Generally, visitation is encouraged during the following hours; however, a more flexible visitation can be arranged. n Monday through Friday, 4:00 p.m. to 9:00 p.m. n Saturday, 11:00 a.m. to 9:00 p.m. n Sunday, 8:00 a.m. to 9:00 p.m.

Visiting Regulationsn No plants or flowers are

allowed in the Critical Care or Oncology unit.

n For safety and privacy reasons, when visiting a patient, guests must be in the patient’s room and not in the hallways or doorways. If there are too many guests, which may comprise the staff’s ability to provide care to the patient, they may be directed to the waiting rooms provided in the patient care area.

n Children 12 years or older may stay overnight with an adult patient at the discretion of the staff.

n Adults staying overnight with minors must be parents, guardians or other adults authorized by the parent or guardian to stay with the minor.

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Post-Anesthesia Care Unit (PACU): Visiting will not be permitted except in specific, unusual circumstances such as inconsolable children, patients requiring long recovery periods or overnight stays.

Women’s Health Center: Visitors will be limited to the mother’s choice and must follow proper handwashing procedures. Visitors will be asked to leave after 9:00 p.m. During the birthing phase, it is understandable that family and visitors may increase for immediate viewing after delivery. If the mother requires recovery from surgery, there will be a one-visit limit. In the event of an emergency C-section or epidural/spinal anesthesia administration, visitors will be required to leave during the procedure.

Waiting AreasThere are specifically designated lounge areas for visitors on each patient floor and in the main lobby. Specific waiting areas have been designated for families of the patients in critical care, the emergency department and surgery. During certain hours, a hostess will be on duty in various waiting rooms to keep family members informed about the progress of the patient and to assist with any questions. For the critical care waiting area, an intercom system is present for visitor use to request information on a patient.

The Terrebonne House HotelWaiting areas of the medical center are more for short-term visitation and are not able to accommodate families for extended visitation and overnight stays.

For more convenient visitations of long duration, TGMC offers accommodations in The Terrebonne House Hotel for patients’ family members. These guest accommodations are conveniently located on the third floor. For more information, call the Admissions Office at ext. 4008, or after 5:00 p.m., call ext. 4158.

ParkingParking for patients and visitors is available in the lot directly across from the hospital main entrance, on the corner of Liberty and Main, and in the parking garage located off of Belanger Street. Parking is available 24 hours a day, seven days a week. All parking at Terrebonne General Medical Center is free. Patients and visitors are cautioned not to park in reserved areas or certain designated areas. Please be sure to lock your vehicle. If you need assistance to your vehicle, you may call the Security Department at ext. 0.

During Your Stay

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Your RoomYour room assignment at TGMC is based upon your admitting diagnosis and the bed availability on the day of your admission.

Your Hospital BedHospital beds are electrically operated, and your nurse will show you how to work your bed properly. Bedside rails are for your protection. They may be raised at night or during the day if you’re resting, recovering from surgery or taking certain medications.

Room TemperatureAll rooms in the hospital are centrally heated and air-conditioned. If your room temperature is not comfortable, please notify the nursing staff.

Interpreters The hospital has access to interpreters for a number of foreign languages if a patient should require it. The service is free to the patient. For more information, call the patient experience coordinator at ext. 3588.

TelevisionColor television sets are provided free of charge in each room. Please be considerate of other patients by playing TV sets softly and by turning off your set at bedtime.

Calling Your NurseA button to call your nurse is located at your bedside. When you press the button, the nursing station is alerted that you need assistance. A staff member will respond to your signal as soon as possible. Additionally, each room has an information board with the names of your healthcare team.

For the Hearing ImpairedArrangements can be made to have a person who uses sign language help a hearing-impaired or deaf patient. The service is free to the patient. For more information, check with your nurse or call the patient experience representative at ext. 3588.

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MedSerenity Channel from the Wellness Network, available on Channel 11.Channel 11 offers an integrative mind-body healing program designed to assist with pain relief, reduce anxiety, and promote better sleep and overall peace of mind. The MedSerenity Channel features high-quality, beautiful nature videography to help you on your healing journey.

Sleep disturbances, anxiety, pain perception and emotional distress are mental obstacles that can be barriers to physical healing. The MedSerenity Channel provides an important tool for healing the mind as well as the body.

TelephonesTelephones are provided in each room except in critical care units. Local calls can be made by dialing 9 and the number. Your family and friends can call you in your room by dialing 873-4 and your room number, or 858-7 and your room number for patients staying in the Women’s Health Center. TGMC is not responsible for patients’ long-distance charges. All long-distance calls must be charged to your home, credit card or made collect.

During Your Stay

Channel Listing2 ABC - WGNO

3 TGMC Chapel

4 CBS - WWL

5 WB - WNOL

6 NBC - WDSU

7 PAX - WPXL

8 FOX - WVUE

9 ESPN2

10 HTV

11 MedSerenity Channel

12 PBS - WYES

14 Newborn Channel English

17 Disney Channel

18 EWTN

19 ESPN U

20 Dietary Info

21 FX

22 CNN

23 CNN Headline News

24 ESPN

25 ESPNews

26 TWC

27 Bloomberg

28 USA Network

29 Animal Planet

30 TNT

31 TBS

32 Discovery

33 TLC

34 Fox News

35 National Geographic

36 History Channel

37 A&E

38 Food Network

39 Travel Channel

40 BET

41 Univision

42 TV Land

43 Hallmark

44 Lifetime Movie

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FireTGMC conducts fire drills regularly. If a drill occurs while you are in the hospital, you will hear the alarms and an announcement over the intercom system. Staff is required to close all doors on the unit and will instruct you to remain in your room. If an actual fire occurs and evacuation is necessary, the staff is trained to ensure your overall safety while still providing for your medical needs. Never use the elevators during a fire.

Guest Wireless Network AvailableWe are pleased to inform you that TGMC has a guest wireless network available to patients and their visitors. You must provide your own laptop or hand-held device that has Wi-Fi capabilities. Most laptops or other devices should work as long as they have the appropriate hardware, are properly configured and virus/spyware free.

You need to provide your own wireless network card. Most new devices have this hardware built in. Otherwise, it will probably be inserted into a PCMCIA or USB slot of the device. Also your device must use a standard browser such as Internet Explorer, Firefox, Netscape, Opera, Safari, etc.

How do I access the network?The wireless SSID will broadcast as “Guest.” You will need to allow your wireless network card to connect to this network. This network is not secured and does not require a security passphrase to connect to it initially. After you are connected, once you browse to a website, you will be prompted to accept the Internet Usage Policy.

For more information, further instructions and frequently asked questions, please refer to the TGMC Welcome Packet you received upon admission.

Patient Emails/GreetingsTGMC is pleased to offer this service to our patients. By accessing the TGMC website, friends and family members may now send an email/greeting to patients by following these instructions.n Go to www.tgmc.comn Click on Patients and Visitorsn Click on Send a Message to a Patientn Complete the required fields and send your message

Once the message is received, an employee will check the email for appropriate content and the email/greeting will be delivered to the patient. Note: Emails are only checked Monday through Friday between 8:00 a.m. to 5:00 p.m. We will respond to all emails as quickly as possible.

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Fire ExitsFire exits are located at either end of the hall on floors 3, 4 and 5. If a fire occurs and evacuation is required, you are to proceed as directed by the staff to the nearest safe fire exit. Staff will direct you to the assigned evacuation area for the specific unit. In all other areas of the hospital, you are to proceed to the nearest safe exit to the assigned evacuation site.

SmokingTerrebonne General Medical Center is a smoke-free campus.

Safety and Security For your safety and protection, security is available 24 hours a day to escort you to your vehicle. We also provide shuttle bus service to the parking lots from 4:00 a.m. to 8:00 p.m. Monday through Friday. If you or your family needs shuttle service after these hours or during weekends, please dial 0 to request assistance. Security officers also are available at all times to assist motorists with jump-starting vehicles.

Patient Personal Equipment/BelongingsPatients are discouraged from bringing personal equipment/belongings to the hospital. Hospitals present special safety challenges with regard to electrical equipment. Battery-operated radios, laptop computers, tape players, shavers and other appliances may be used safely.

For your safety and that of others, personal plug-in electrical appliances may not be used in the hospital. If you have a special device that you absolutely must use, please discuss it with your nurse, and we will have it inspected before it is used to ensure it is safe for use in the hospital environment. Heat-generating appliances such as hairdryers and curling irons will not be allowed under any circumstances. TGMC will not be responsible for incidents related to personal electrical equipment.

Leave Your Valuables At HomeIf you have valuables, such as jewelry, credit cards and cash, please give them to a relative or friend to take care of during your stay.

Store your contact lenses, eyeglasses, hearing aids and dentures in containers labeled with your name and place them in a drawer in your bedside table when not in use. Please don’t put them on your bed or food tray—they may be damaged or lost. TGMC cannot be responsible for replacement of personal belongings.

During Your Stay

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Letters, Packages and FlowersLetters and parcels for patients will be delivered by hospital staff. Flowers/plants will be delivered by hospital staff or the florist. Letters and parcels that arrive after you have been discharged will be returned to sender/florist. Stationery may be purchased in the gift shop, and stamps can be purchased from the ATM in the hallway near the main elevators. Outgoing mail may be left at the nurses station. Please keep in mind that large plants and flowers are difficult to deliver and remove upon discharge.

Food and Nutrition ServicesGood nutrition is important for a healthy recovery. To help you in your nutritional needs, a hospitality assistant will be visiting you throughout each day. The hospitality assistant will provide and assist you in your menu selection and with special requests. If you have any questions or concerns, please contact your hospitality assistant or call ext. 4056.

Guest TraysGuest trays are available for delivery to patients’ rooms. These are provided for a minimal fee that must be paid for in advance at the cashier’s office. For more information, call ext. 4056.

Food CourtThe Lagniappe Food Court is open during the following hours:n Monday through Friday, 11:00 a.m. to 12:00 a.m.

The food court features menu items such as pizza, subs, salads and desserts.

Seasons of the South Dining Hoursn Breakfast, 6:30 a.m. to 9:30 a.m.n Lunch, 11:00 a.m. to 1:30 p.m.n Dinner, 4:00 p.m. to 6:30 p.m.

Patient Mealsn Breakfast, 7:30 a.m. to 8:30 a.m. n Lunch, 11:30 a.m. to 12:30 p.m.n Dinner, 5:15 p.m. to 6:00 p.m.

There is a possibility you will receive your meal slightly before or slightly after these meal times.

Gift ShopThe gift shops are located in the main lobby of the hospital and in the Women’s Health Center. The main lobby gift shop carries a variety of gift items, magazines, candy, greeting cards, candles, toiletries, balloons and plants. The Women and Baby Shop, located in the Women’s Health Center, offers a variety of new baby gifts, clothes and balloons. Call ext. 4004 for business hours and additional information.

Gifts for PatientsVisitors should check with the nurse before bringing gifts of food or drink to patients. Please check with the nurse to make sure your gift is appropriate.

PJ’s Coffee ShopMonday through Friday 6:30 a.m. to 9:00 p.m. Saturday 8:00 a.m. to 2:00 p.m.

DietitiansThe hospital maintains a staff of full-time registered dietitians to meet your dietary needs during your stay. If you have questions about your meals or diet, please call ext. 4739.

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During Your Stay

Vending Machines Vending machines for snacks and beverages are located on each floor of the hospital. They are available 24 hours a day.

Nutritional Information Available on TV ChannelTGMC offers nutrition information and recipe demonstrations for specific diets through videos on Channel 20 (excluding the Women’s Health Center). The information is provided through Morrison Management Specialists, a group of dietitians and chefs who are eager to help patients discover how to shop for, prepare and cook great-tasting food that is great for you. This unique video supports education in diabetes, heart healthy, heart failure, celiac disease and renal disease.

Keeping Our Community Safe: Medication DisposalTGMC offers MedSafe, a medication disposal program. The free program allows the public to safely and easily dispose of old, unwanted or expired medications. Through proper disposal, we can play our part in ensuring that prescription drugs are not improperly used or abused. For more information, visit TGMC.com.

The receptacle is located in the Medical Arts Building on the TGMC campus, and is accessible Monday through Friday 6:30 a.m. to 6:30 p.m.

Acceptable for Disposal Pills, tablets, capsulesOintmentsCreams

LotionsPowdersLiquid medicines (no more than 4 oz.)

Unacceptable for DisposalIllegal drugs (heroin, marijuana, cocaine)Aerosol spray cansAlcohol or hydrogen peroxideNeedles, syringes or sharps containersNo more than 4oz. of liquid

TrashMercury thermometersBatteriesChemicalsHome-based care (HBC) or durable medical equipment (DME) supplies

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Patient Rights The basic rights of human beings for

independence of expression, decision, action, and concern for personal dignity and human relationships are always of great importance. During sickness, however, their presence or absence becomes vital, deciding factors in survival and recovery. Thus, it becomes a prime responsibility for hospitals to ensure these rights are preserved for their patients. A summation of these rights is below:1. As a patient, you have the right to access

to care.2. As a patient, you have the right to care

that is considerate and respectful of your personal values and beliefs.

3. As a patient, you have the right to privacy and confidentiality.

4. As a patient, you have the right to refusal of treatment.

5. As a patient, you have the right to a representative decision-maker.

6. As a patient, you have the right to transfer and continuity of care.

7. As a patient, you have the right to explanation of hospital charges.

8. As a patient, you have the right to know about hospital rules and regulations.

9. As a patient, you have the right to information about the complaint procedure and conflict resolution.

10. As a patient, you have the right to information about ethical issues.

11. As a patient, you have the right to personal safety, security and protective services.

12. As a patient, you have the right to identity of those providing services to you.

13. As a patient or family member, when appropriate, you have the right to be informed about and participate in decisions regarding all aspects of your care.

14. As a patient, you have the right to communication.

15. As a patient, you have the right to informed consent.

16. As a patient, you have the right to consultation.

17. As a patient, you have the right to advance directives.

18. As a patient, you have the right to appropriate assessment and management of pain.

19. As a patient, you have the right to freedom from restraints used for the management of behavior unless clinically required.

20. As a patient, you have the right to freedom from restraints used in the provision of acute medical and surgical care unless clinically required.

21. As a patient or family member, when appropriate, you have the right to be informed about the outcomes of care including unanticipated outcomes.

22. As a patient, you have the right to pastoral care and other spiritual services.

23. As a patient, you have the right to be informed about and participate in investigational studies or clinical trials.

(2003)

Rights & Responsibilities

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Patient Responsibilities1. As a patient, you have the

responsibility to provide, to the best of your knowledge, accurate and complete information about present complaints, past illnesses, hospitalization, medications and other matters relating to your health. You have the responsibility to report unexpected changes in your condition to the responsible physician. You are responsible for making it known whether you clearly understand a contemplated course of action and what is expected of you.

2. You are responsible for following the treatment plan recommended by the physician primarily responsible for your care. This may include following the instructions of nurses and allied health personnel coordinating and implementing your physician’s orders.

3. You are responsible for keeping appointments and, when you are unable to do so for any reason, for notifying the responsible physician or the hospital.

4. You are responsible for your actions if you refuse treatment or do not follow the physician’s instructions.

5. You are responsible for assuring that the financial obligations of your healthcare are paid as promptly as possible.

6. You are responsible for following hospital rules and regulations affecting patient care and conduct.

7. You are responsible for being considerate of the rights of other patients and hospital personnel, and for assisting in the control of noise, smoking and the number of visitors. You are responsible for being respectful of the property of other people and of the hospital.

Notes

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Rights & Responsibilities

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Courtesy of The Joint Commission.

Speak Up! During your stay, the doctors, nurses and staff of your hospital will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns and don’t be afraid to raise any issues relating not only to your care and treatment, but also to overall hospital services.

In the pages that follow, you’ll find a step-by-step guide to making the most of your hospital stay—how to stay safe, get the information you need, ask the right questions and interact effectively with your doctors, nurses and hospital staff.

SPEAK UP: Ask questions and voice concerns. It’s your body, and you have a right to know.

PAY ATTENTION: Make sure you’re getting the right treatments and medicines.

EDUCATE YOURSELF: Learn about the medical tests you get and your treatment plan.

FIND AN ADVOCATE: Pick a trusted family member or friend to be your advocate or support person.

WHAT MEDS & WHY: Know what medicines you take and why you take them.

CHECK BEFORE YOU GO: Use a hospital, clinic, surgery center or other type of healthcare organization that meets The Joint Commission’s quality standards.

PARTICIPATE IN YOUR CARE: You are the center of the healthcare team.

Remember:n Write down any questions

you haven Choose a support person

to communicate with the doctors and staff

n Keep a list of doctors you see and the meds they prescribe

Don’t Get Overwhelmed, Write It Down!

Take charge of your care.

STEP UP & SPEAK UP

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While you are in the hospital, many people will enter your room, from doctors and nurses to aides and orderlies. The following information will help make your hospital stay safe and comfortable.

Don’t Be Afraid to Ask…A number of people may enter your hospital room. Be sure to:n Ask for the ID of everyone who comes into your room.n Speak up if hospital staff doesn’t ask to check your ID.n Ask if the person has washed his or her hands before

he or she touches you.n If you are told you need certain tests or procedures,

ask why you need them, when they will happen and how long it will be before you get the results.

You can contribute to healthcare safety.

Stay Safe

Employee IDAll hospital employees wear identification badges. Feel free to ask any staff member for his or her name and job classification. If you do not see an ID badge on an employee, please call your nurse immediately.

Check ID

PATIENT IDENTIFICATIONAny time staff members enter your room to administer medications, transport you or perform procedures and treatments, they must check your birth date and name before they proceed. At times, you may be asked the same questions repeatedly. We are aware that this may be annoying. Please understand, however, that this verification process is a critical component in our patient safety program in order to guarantee that all of our patients receive the correct medications and treatments.

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DVT: Lower Your RiskDeep-vein thrombosis (DVT) occurs when blood clots form in the legs and block circulation. The clots can lodge in your brain, heart or lungs, causing damage or even death. When you’re hospitalized and in bed with limited physical activity, your risk of DVT increases.

Ask your doctor about using compression boots or stockings and/or blood thinners to prevent DVT during your stay. And be sure to tell your doctor or nurse if you have any of the following warning signs:

A leg cramp or charley horse that gets worse Swelling and discoloration in your leg, upper arm or neck Unexplained shortness of breath Chest discomfort that gets worse when you breathe deeply or cough Lightheadedness or blacking out

Hospital patients often fall because they are weak or unsteady due to illness or medical procedures, their medications make them dizzy, or they’ve been sitting or lying down for too long. TGMC cares about our patients’ safety. Please help us keep you safe by following these guidelines during your hospital stay:n Do not get out of bed by yourself. Your hospital bed

is probably higher and narrower than your bed at home, and you can easily fall while trying to get in or out of it. Please use your nurse call button and ask for assistance.

n Keep often-used items—call button, tissues, water, eyeglasses, telephone, TV remote—within easy reach.

n Do not walk in bare feet. Wear socks or slippers.n Make sure your robe or pajamas don’t drag

on the floor; they can cause you to trip.n Use the handrails in your bathroom and throughout

the hospital at all times.n Ask your nurse to show you

how to properly walk with your IV pole, drainage bags or any other equipment.

n Be sure your wheelchair is locked when getting in or out of it. Never step on the footrest.

n If you see a spill on the floor, report it at once.

STAY SAFE

Preventing Falls

PATIENTS OF ALL AGES ARE AT RISK OF FALLS BECAUSE OF MEDICATIONS THAT MAY MAKE THEM DIZZY, WEAK OR UNSTEADY

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Happy Birthday to You!Wash your hands with soap and warm water for 15 to 20 seconds. That’s about the same amount of time that it takes to sing the “Happy Birthday” song twice.

No Soap? No Problem.Alcohol-based hand cleaners are as effective as soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub your hands together. Keep rubbing over all the surfaces of your fingers and hands until they are dry.

While you’re in the hospital to get well, there is the possibility of developing an infection. The single most important thing you can do to help prevent infections is to wash your hands and make sure that everyone who touches you—including your doctors and nurses—washes his or her hands, too.

You, your family and friends should wash hands:1. after touching objects or surfaces in the hospital room2. before eating3. after using the restroom

It also is important that your healthcare providers wash their hands with either soap and water or an alcohol-based hand cleaner every time, before and after they touch you. Healthcare providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them to wash their hands.

Doctors, nurses and other healthcare providers come into contact with a lot of bacteria and viruses. So before they treat you, ask them if they’ve cleaned their hands.

STAY SAFE

Fighting Infections

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Preventing Medication ErrorsBy taking part in your own care, you can help the members of your healthcare team avoid medication errors. Here’s how:

Be sure that all of your doctors know what medications you have been taking, including prescription drugs, over-the-counter medications, herbal and vitamin supplements, natural remedies and recreational drugs.

Be sure that all of your doctors know of any allergies you may have— to medications, anesthesia, foods, latex products, etc.

When you are brought medications or IV fluids, ask the person to check to be sure you are the patient who is supposed to receive the medications. Show that person your ID bracelet to double-check. Remember—you play an important role in helping to reduce medication errors.

STAY SAFE

Know Your Meds

KEEP A WALLET-SIZED NOTEBOOK OF ALL MEDICATIONS YOU ARE TAKING.

While you are hospitalized, your doctor may prescribe medications for you. Be sure that you understand exactly what they are and why they are being prescribed. Use this checklist to help you get the information you need from your doctor:

What is the name of the medicine? What is its generic name? Why am I taking this medicine? What dose will I be taking? How often, and for how long? When will the medicine begin to work? What are the possible side effects? Can I take this medicine while taking my other medications or dietary supplements? Are there any foods, drinks or activities that I should avoid while taking this medicine? Should I take my medicine at meals or between meals? Do I need to take the medicine on an empty stomach or with food or a whole glass of water?

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STAY SAFESTAY SAFESTAY SAFE

Adult VaccinesVaccines work with your immune system to help protect you from infections and disease. As you age, you’re more at risk of certain health conditions because your immune system isn’t as strong as it used to be. And if you do get sick, the symptoms can be more serious than when you were younger.

Three types of vaccines are especially important for older adults, including:

Influenza Vaccine—The flu vaccine is recommended for all ages every year, and there are special vaccines for adults over age 65. You need the vaccine every year because the flu virus changes over time.

Zoster or Herpes Zoster Vaccine—This vaccine protects against shingles. It’s one dose and is recommended for all adults age 60 and older. Shingles causes rash, blisters and severe pain.

Pneumococcal Vaccines—Recommendations recently changed for pneumonia vaccines. Even if you already received one vaccine, you still may need

another. Talk to your doctor about the vaccination schedule that’s right for you.

Pneumococcal conjugate or PCV13: You need one dose of this vaccine if you are age 65 or older and didn’t receive it at a younger age. It’s best to get this one before the PPSV23 vaccine (see below). Wait at least 12 months if you receive the PPSV23 first.

Pneumococcal polysaccharide or PPSV23: If you are age 65 or older, you need one dose of this vaccine, ideally 12 months after receiving the PCV13 vaccine (see above).

Your doctor is your best source for information about vaccines. Which vaccines are right for you

depend on your age, other health conditions you

have (including pregnancy) and

where you travel.

Talk to your doctor about other vaccines you may need, including a booster for Td (tetanus diphtheria).

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STAY SAFE

When you are admitted into the hospital, you may have a nasal swab done to determine if you have MRSA (methicillin-resistant Staphylococcus aureus). This is a multi-drug-resistant organism (MDRO) that is frequently found in patients. MDROs are bacteria that are resistant to antimicrobial drugs (antibiotics), so precautions must be taken to ensure that MDROs aren’t spread.

If your culture is positive, you will be placed on isolation. This means staff members will wear gowns, gloves or masks when they treat you. Your family and visitors are expected to do the same to help prevent the spread of bacteria. These are the most common types of MDROs:

MRSA: Methicillin-Resistant Staphylococcus Aureus MRSA is a bacterium that is carried on the skin or in the noses of healthy people and is a common cause of minor skin infections. It also can cause surgical wound infections, bloodstream infections and pneumonia. To prevent the spread of MRSA:n Cover your wound: Keep areas

of affected skin covered with clean, dry bandages.

n Clean your hands: Anyone in close contact should clean hands with soap and warm water or an alcohol-based sanitizer.

n Do not share personal items: Avoid sharing clothing, towels or razors.

n Talk to your doctor: Tell any of your healthcare providers that you have a MRSA infection. If you have a wound that does not heal or a boil or “spider bite” that looks infected, see your doctor.

Multi-Drug Resistant OrganismsPrevent the Spread of

E. coli: Escherichia coliE. coli is a type of bacteria found in your intestines and is usually harmless. This bacteria, highly resistant to antibiotics, can spread outside of your gut and cause an infection. In hospitals, E. coli infections spread through contact with wounds or stool.To help prevent E. coli infections:n Tell your medical team if you

were treated in another hospital or country recently.

n Make sure that all healthcare providers clean their hands before and after caring for you.

n Be sure to clean your hands often.n Take antibiotics only as

prescribed.

VRE: Vancomycin- Resistant EnterococciEnterococci are bacteria that are normally present in the intestines and the female genital tract. Vancomycin is an antibiotic that often is used to treat infections cause by enterococci. When enterococci become resistant to vancomycin (not killed by it), it is called VRE. VRE can cause infections of the urinary tract, bloodstream or wounds. Most VRE infections can be treated with antibiotics other than vancomycin. If you develop VRE while on a urinary catheter, removal of the catheter can help get rid of the infection.

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You are the expert about how you are feeling. Be sure to tell your doctor or nurse when you have any kind of pain.

To help describe your pain, be sure to report:n When the pain began.n Where you feel pain.n How the pain feels—sharp, dull, throbbing, burning, tingling.n If the pain is constant, or if it comes and goes.n What, if anything, makes the pain feel better.n What, if anything, makes the pain feel worse.n How much pain, if any, your medicine is taking away.n If your medicine helps with the pain, how many hours of relief do you get?

Do You Have Pain?Manage your pain so your hospital stay is as comfortable as possible.

USE THE PAIN RATING SCALE BELOW TO TELL YOUR DOCTOR OR NURSE HOW YOUR PAIN IS AFFECTING YOU.

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Medications for PainPain medication may be given in different forms:n Tablet or liquidn Injections into your skin

or a muscle (IM)n Injections into

a vein (IV)n Through a small tube in

your back (an epidural)n Via Patient-Controlled

Analgesia (PCA): A method of giving medicine into the vein with a pump that you control so you receive medicine when you need it

What You Can DoIt is very important that you ask for pain medicine before the pain becomes too severe. If your current pain treatment is not working, talk with your caregiver about finding other methods that will help reduce or relieve your pain. Some things you can do:n Hold the incision or painful area with a blanket

or pillow when coughing or movingn Walk if your doctor allows n Take your mind off the pain by watching a

movie, reading or playing a game

Do You Have Pain? continued

Are you afraid that you’ll become addicted to pain medicine? This is a common concern of patients. Studies show that addiction is very rare among those being treated for pain. Using pain medicine is different than using drugs for pleasure. Talk to your doctor or nurse about your fears.

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Declare Your Wishes Through A Living Will

In the past, it was not possible to keep people alive indefinitely once normal body functions had stopped. Today, however, heart and body functions can be sustained through machines even if there is no hope that a person will recover. If a person has failed to make his or her wishes regarding medical care known, doctors may have no choice but to continue life-sustaining measures.

Competent adults have the legal right to refuse medical treatment. By putting your wishes in writing while you still are healthy, you can make sure your family and healthcare providers know how you want your medical care handled should you become unable to speak for yourself. You also relieve your family and healthcare providers of the emotional and legal burden of such decisions.

Advance directives allow you to control decisions regarding your medical care. A living will allows you to specify what types of medical care you do or do not want should you become terminally ill and unable to speak for yourself.

Through a durable power of attorney for healthcare, you can appoint someone to be your health agent, that is, to speak for you if you are unable to make your wishes known. The person you have appointed as a health agent would make decisions about your medical care based on what he or she believes you would want. A health agent can speak for you in any medical situation, not just during terminal illness (for example, if you were unconscious due to an injury).

TGMC Supports Your RightsConcern over patients’ rights regarding life support and medical care has become so important that the federal government and state law (Reference: Louisiana Revised Statutes, Section 40:1299.581 et seq, Revised 10/90) requires most hospitals to ask all adult patients who are admitted if they have living wills. If you have a living will or durable power of attorney, you should bring the document(s) with you when you are admitted. If you do not have a living will and would like to know more, you will be given information about writing this legal document. However, you are not obliged to do so.

Creating Advance DirectivesYou do not need an attorney to declare advance directives, but an attorney may be helpful if you have any questions about the legal aspects of such documents. Advance directives must be signed by two witnesses not related to you and you should give copies to your family, healthcare providers and health agent. You may change or revoke your decision at any time. For more information on advance directives or for copies of a living will and durable power of attorney forms, call Social Services at 873-4080.

What is Informed Consent?TGMC is committed to the process of decision-making about a patient’s treatment in a joint manner. In that joint process, the primary role of the physician is providing information (about the patient’s condition, the nature of the

What Are Your Advance Directives?

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proposed treatment, its possible benefits and risks, alternatives to the proposed treatment, and whether the treatment is experimental) and making a treatment recommendation. The primary role of the patient is to accept or reject that recommendation in light of the provided information and in light of the individual values of the patient. These values may involve the special commitments of different religions or cultures.

The process of joint decision-making normally involves the attending physician (and such consultants as he or she asks to participate) and the patient. If the patient is a minor, the legal guardian and/or the parents normally replace the patient in the decision-making process. If the patient is an incompetent adult, the legal guardian or the person who has the patient’s

durable power of attorney normally replaces the patient in the decision-making process.

It is hoped and expected that this process of joint decision-making will lead to a therapeutic plan that is acceptable to both the physician and the patient. There will be occasions, however, when that is not possible. In such cases, referral of the patient to another physician or the situation to the hospital’s Ethics Committee may become appropriate.

When appropriate, if informed consent cannot be obtained because of the emergency nature of the case and the unavailability of someone competent to consent, emergency treatment will be performed to preserve the life of the patient or to prevent an impairment of the patient’s health.

Notes_______________________________________________________________

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We are required by federal law to provide a Notice of Privacy Practices that describes how health information that we maintain about you may be used or disclosed. The Notice describes each use and disclosure that we are permitted to make, and provides a description of your rights and our obligations under federal and state privacy laws.

Uses and DisclosuresWe are permitted to use and disclose your health information under a variety of circumstances. Sometimes we must obtain your authorization before we use or disclose that information, but in other circumstances, we may use your information without your authorization and without informing you of the use or disclosure. Some of the reasons that we may use or disclose your information include: n to provide information about your health condition

to others who may treat you;n to provide information about the treatment that we

provided in order to obtain payment from your health plan;

n to report a communicable disease, domestic violence or criminal activity; or

n to comply with a court order requiring the disclosure of your medical record.

These examples are merely illustrative. For a full description of the uses and disclosures that we are permitted to make, consult the Notice of Privacy Practices.

Your RightsWhile the records that we maintain about you belong to us, under the federal privacy law, you have a variety of rights with respect to the information maintained in those records. For instance, you have the right to access and copy the health information that we maintain about you and to request that we amend any of the information that you believe is incomplete or incorrect. Also you may request that we provide you with a list of each disclosure that we have made of your health information. All of these rights are subject to some exceptions that are described fully in the Notice of Privacy Practice.

Summary Notice of Privacy Practices

Our ObligationsWe are required to provide you with our Notice of Privacy Practices and to abide by its terms. We may amend the Notice from time to time. All amendments apply retroactively.

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Don’t Leave Until…

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

5 things to know before you walk out the hospital door.

When it’s time to be released from the hospital, your physician will authorize a hospital discharge. This doesn’t necessarily mean that you are completely well—it only means that you no longer need hospital services. If you disagree, you or your caregiver can appeal the decision (see If You Disagree, at right).

On the other hand, you may be pleased to learn that your doctor has approved your discharge. But before you can leave the hospital, there are several things that you or your caregiver must attend to.

The first step is to know who will be involved in your discharge process. This

starts with the hospital’s discharge planner, who may be a nurse, social worker or have some other title.

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Don’t Leave Until... continued

Be sure to ask what foods to stay away from while on your medications.

Make sure you have the following information before you leave the hospital:

1. Medications list. This is a listing of what medications you are taking, why, in what dosage and who prescribed them. Having a list prepared by the hospital is a good way to double-check the information you should already have been keeping track of.

2. Rx. A prescription for any medications you need. Be sure to fill your prescriptions promptly so you don’t run out of needed medications.

3. Follow-up care instructions. Make sure you have paperwork that tells you:n what, if any, dietary restrictions you

need to follow and for how longn what kinds of activities you can and

can’t do, and for how longn how to properly care for any injury

or incisions you may haven what follow-up tests you may need

and when you need to schedule them

n what medicines you must take, why, and for how long

n when you need to see your physiciann any other home-care instructions for

your caregiver, such as how to get you in and out of bed, how to use and monitor any equipment, and what signs and symptoms to watch out for

n telephone numbers to call if you or your caregiver has any questions pertaining to your after-hospital care

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

5. Community resources. You and your caregiver may feel unprepared for what will happen after your discharge. Make sure your discharge planner provides you with information about local resources, such as agencies that can provide services like transportation, equipment, home care and respite care.

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When your doctor feels that you are ready to leave the hospital, he or she will authorize a hospital discharge. Please speak with your nurse about our discharge procedures.

Here are a few tips to make the discharge process run smoothly:n Be sure you and/or your caregiver has

spoken with a discharge planner and you understand what services you may need after leaving the hospital. (See “Don’t Leave Until…” on page 31 for more discharge advice.)

n Verify your discharge date and time with your nurse or doctor.

n Have someone available to pick you up.n Check your room, bathroom, closet and

bedside table carefully for any personal items.

n Retrieve any valuables you have stored in the hospital safe.

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

n If you had bloodwork or other tests done, be sure you know the results before you are discharged.

Hospital Bills & InsuranceIf You Have Health InsuranceWe will need a copy of your identification card. We also may need the insurance forms, which are supplied by your employer or the insurance company. You will be asked to assign benefits from the insurance company directly to the hospital.

All patients should familiarize themselves with the terms of their insurance coverage. You are responsible for all charges not covered by your health insurance. Deductibles and co-payments also are the responsibility of the patient.

If You Have No Health InsuranceA representative from the Admissions Department will discuss financial arrangements with you. A hospital representative, who also is a representative of Social Services, is available to assist you in applying for Medicaid or other government-assistance programs.

TGMC has available a Medicaid Enrollment Center located on the first floor of the hospital. For more information, call (985) 873-4386.

Your Hospital BillTGMC files claims to your insurance as a courtesy and will do everything possible to expedite your claim. You should remember that your policy is a contract between you and your insurance company, and you have the final responsibility for payment of your hospital bill. We have several payment

When You Are DischargedYour physician determines when you are ready to be discharged. Your physician and nurse will give you discharge instructions and answer any questions you have about managing your treatment and medications once you are home. If you are confused or unsure about what you need to do, what medications you must take or if you have to restrict your diet or activities, don’t be afraid to ask and take notes.

Be sure you understand any instructions you have been given before you leave the hospital.

Preparing to Leave the Hospital

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options available to assist you in paying your bill. For added convenience, TGMC offers online bill payment at www.tgmc.com. To access this safe, secure section of the TGMC website, click on “My TGMC - Online Bill Pay” on the top right corner of the home page. Options available include the ability to view account information and pay a hospital bill all in a few clicks of the button.

If you have certain tests or treatments in the hospital, you may receive bills from

physicians you did not see in person (i.e. consultants). These bills are for professional services rendered by these doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, anesthesiologists and other specialists perform these services and are required to submit separate bills. If you have questions about these bills, please call the number printed on the statement you receive from them.

Terrebonne General Medical Center (TGMC) is a proven leader in quality, safety and patient experience. Committed to providing exceptional, compassionate care, TGMC boasts 1,500 highly skilled employees, 300 expert physicians, 34 medical specialties and seven subspecialties. As an innovative leader, TGMC provides many comprehensive healthcare services that focus on wellness, prevention and care to support patients through every stage of their life. TGMC is a proud partner in the Ochsner Health Network.

Nationally and internationally renowned, TGMC has been recognized by the Society of Cardiovascular Patient Care (SCPS) for its world-class cardiology and cardiovascular

surgery, and designated a Baby Friendly USA™ hospital —the gold standard in maternity care. Mary Bird Perkins TGMC Cancer Center is nationally accredited with commendation for excellence in cancer care by the American College of Surgeons (ACoS) Commission on Cancer (CoC) —the gold standard for community-based cancer care, and the Healthy Lifestyle Center received the 2015 Houma-Terrebonne Chamber of Commerce Community Champion Award. TGMC is designated as a Level One Hospital WellSpot Louisiana facility, has a Patient Safety Score of A and received the 2016 Women’s Choice Award for Best Hospital for Orthopedics. TGMC is accredited

Patients’ StatementsIt is the policy of TGMC to send a statement to the guarantor after services are rendered. Depending on issues encountered with collection from the insurance company, there may be delays in the receipt of patient statements. However, we will process your claims as quickly as possible.

Hospital Services

Preparing to Leave the Hospital

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by The Joint Commission, the national body that ensures member hospitals meet established standards for quality of patient care and received its Outstanding Achievement Award. TGMC is a member of the Louisiana Hospital Association and also a member of Premier, a purchasing organization of several hundred quality hospitals throughout the United States.

Below is a list of comprehensive services available at TGMC. If you would like additional information on each service, please notify your nurse or go to our website at www.tgmc.com:

n Blood Donor Centern Bright Beginnings Classesn Cardio-Respiratory Caren Cardiology and Cardiovascular Surgeryn Critical Care Servicesn Emergency Medicinen Health and Rehabilitation Centern Healthy Lifestyles Center Community Sports Institute Diabetes Management Center Occupational Medicine

Outpatient Rehabilitation Sports Performance Training Center Weight Management Center Wellness for Life Workout 360n Laboratory/Pathology Servicesn Level III Neonatal Intensive Care

Servicesn Mary Bird Perkins TGMC Cancer

Center n Nephrology Servicesn Neurological Servicesn Outpatient Imaging and Procedure

Centersn Outpatient Infusion Centern Outpatient Surgical Servicesn Orthopedic Servicesn Pediatricsn Radiology & Special Imagingn Surgical Servicesn Urology Servicesn Women’s Diagnostic and Breast

Imaging Centern Women’s Health Centern Wound Care Clinic

Hospital Services

In 30 minutes, you can save up to three people’s lives by donating blood! Have you saved a life today?TGMC’s Blood Donor Center provides blood to TGMC patients that are in need. Your donation helps your family, friends and neighbors at TGMC. Blood is needed every five seconds—for babies, leukemia patients, burn victims, emergency surgeries, organ transplants, trauma patients and the list goes on.

Few acts are as simple, and yet so generous, as donating blood. And the only source for this blood is you, the volunteer donor.

All healthy adults are encouraged to donate blood every eight weeks or 56 days.

Hours: Monday through Thursday, 7:30 a.m. to 5:00 p.m. (appointments required after 4:00 p.m.)Friday, 7:30 a.m. to 3:30 p.m.Call: 873-4025

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Red, White and Blue ProgramTGMC appreciates the men and women who have served our country and recognizes them while they are a patient at TGMC. Upon admissions, patients are asked if they are a veteran, and with their permission, TGMC flags their file so they may be recognized and thanked for their service. An American Flag door hanger is placed outside the veteran’s room as well as a small flag hung inside the room. The patient is able to take both items home upon discharge. In the event that a veteran passes away while a patient at TGMC, a special tribute is made at the hospital, and a flag is presented to the veteran’s family.

RecognitionThe Golden Stethoscope Award is a way to publicly recognize a physician for their exceptional level of professionalism, integrity and teamwork in caring for patients and families, as well as interacting with hospital staff members and other physicians. To nominate a physician for this prestigious award, please go to www.tgmc.com and click on the Golden Stethoscope Award link.

The Daisy Award for Extraordinary Nurses is given to nurses who display extraordinary acts of kindness and service. Any TGMC nurse can be nominated by a patient or family members of patients. Please go to our website www.tgmc.com to view and print the nomination form.

GivingTGMC Blood Donor Center generates much needed blood for our patients through generous volunteer donors.

Organ and Tissue Donation Be a Hero! Help Save Lives!TGMC strongly supports organ and tissue donation, which can save up to 50 lives. Did you know that there are over 17,000 people in the U.S. waiting for a life-saving organ transplant? Over 1,800 of these people are in Louisiana. Every day on average, 18 people die because not enough organs are available for transplant, and hundreds of thousands of others whose lives would benefit from the gift of tissue and eye donations continue to wait and hope.

Please visit the Donate Life Louisiana registry today online at donatelifela.org to register your generous decision to become an organ and tissue donor!

The Foundation for TGMCThe Foundation for TGMC, a 501(c)3, nonprofit organization, serves as the philanthropic branch of TGMC. It is through the generous support of the people of this community that the Foundation will allow TGMC to continue to build upon its sterling reputation of providing professional health services in a caring environment. Financial gifts to the Foundation, which are tax deductible, will make a difference in the lives of our patients and to the overall physical health and economic well-being of our community. For more information on the Foundation for TGMC, visit www.tgmc.com.

Health, Wellness and Education Services

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For the Caregiver

While your loved one is in the hospital, who will speak up for him or her? You can, by being the patient’s advocate—the person who will help the patient work with doctors, nurses and hospital staff. To help your loved one make the best decisions about his or her care and treatment, follow the advice in the caregiver list at right.

While you are making sure that your loved one’s needs are being met, don’t neglect your own. Caregiving is a stressful and time-consuming job. You may neglect your diet, your normal exercise routine and your sleep needs. You may find that you have little or no time to spend with friends, to relax or to just be by yourself for a while. But downtime is important. Don’t be reluctant to ask for help in caring for your loved one. Take advantage of friends’ offers to help and look into local adult daycare programs. Find out more about how you can ease the stress of caregiving at www.caregiver.org.

Your role as a patient advocate.

CAREGIVER...know what conditionyour loved one is being treated for.

patient’s rightsKnow your patient’s rights and responsibilities (see page 17).

advance directivesKnow whether or not your loved one has an advance directive and if so, what it specifies (see page 28).

ask questionsIf your loved one is too ill or reluctant to ask questions, make note of his or her concerns and any you may have, and don’t be afraid to speak up (see Speak Up! on page 19).

help track medicationsYour loved one may be prescribed medications while in the hospital and may be seen by several doctors. Keep track of it all with a wallet-sized notebook.

what’s next?Will your loved one need home care or care at another facility? Ask to speak with a case manager to find out what your options are.

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Stop Smoking TodayMillions of Americans have quit smoking—so can you.

Quitting smoking will help you live a longer, healthier life by reducing your risk of heart attack, stroke, lung disease, and lung and other cancers. The benefits start right away and last a lifetime:

▼ 20 minutes after quitting, your heart rate and blood pressure drop.

▼ 2 weeks to 3 months after quitting, your circulation improves and your lungs work better.

▼ 1 year after quitting, your risk of heart disease is half that of a smoker’s.

▼ 5 years after quitting, your risk of mouth, throat, esophagus and bladder cancers is cut in half.

▼ 10 years after quitting, your risk of lung cancer is half that of a smoker’s.

▼ 15 years after quitting, your risk of heart disease is the same as a nonsmoker’s.

n save moneyn breathe better and cough lessn have whiter teeth and fresher breathn set a good example for your loved ones

Kids whose parents smoke

around them get bronchitis and pneumonia

more often, are at increased risk for ear infections and get more frequent

and severe asthma attacks.

When you quit smoking, you:

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Integrity Do the right thing, at the right time, for the right reason.n Be a responsible team member

who is honest, trustworthy, ethical, fiscally responsible and maintains confidentially and accountability for all my actions.

n Discuss personal and professional problems as well as issues and staffing concerns away from customers.

n Dress to reflect respect and professionalism, being mindful of what my appearance communicates.

n Admit when I make a mistake, learn from it so I don’t repeat it and move on.

n Solve problems, rather than blame others or offer excuses and apologize for inconveniences.

n Recognize a potentially negative situation before it becomes a problem and intervene immediately by using the service recovery process.

n Value and support my fellow team members, realizing together we are TGMC.

n Constantly realize that every action I take affects the customer.

Communication Effective communication is the key to understanding one another.n See each person as a unique individual,

being sensitive to life experiences, circumstances, and situations when assessing needs and communicating information.

n Acknowledge a customer’s presence at once, smile, make eye contact, and introduce myself and give them my undivided attention.

n Use body language to let others know they have my attention.

n Listen with empathy, confirming what has been heard.

n Always ask, “Is there anything else I can do for you? I have time,” before leaving a patient and/or family member.

n Make meaningful connections with others.

AttitudeCreate an exceptional place for patients to receive care, staff to work and physicians to practice medicine.n Use my one opportunity to make an

outstanding first impression. n Look beyond my assigned task and

proactively take ownership in helping when needed.

n Perform unusually good acts and exceed expectations.

n Keep a sincerely good attitude by smiling, being friendly and courteous, and saying please and thank you.

n Never let great work go unnoticed. Recognize fellow team members who do the right thing.

n Speak positively and respectfully about my fellow team members and other departments.

n Approach situations with a “Can-Do” attitude.

I CARE TGMC Standards of Behavior

40 : www.tgmc.com (985) 873-4141

Respect Treat every individual as a person of worth, dignity and importance.n Show compassion and understanding,

and be non-judgmental in meeting the needs of our customers, giving them confidence in our ability to care for them.

n Give undivided attention when being addressed by a customer and give the best response possible when being asked a question.

n Remember that patients are not an interruption of my work. They are my reason for being here.

n Honor everyone by giving them special attention and care in order to gain their trust.

n Maintain a clean, neat and organized work environment.

n Recognize time is valuable and strive to provide prompt service—apologize for delays.

EtiquetteConvey concern and willingness to serve others by use of good manners and kind expressions. n Be aware of others in hallways and at

the bedside by not allowing my phone to interfere.

n Answer the phone with a greeting and identify myself, my role and my department using a tone of voice that is alert, expressive, pleasant and distinct.

n Knock, introduce myself, state my purpose and ask permission to enter my patient’s room.

n Address others respectfully, avoiding phrases like ok, yeah, hold on, honey, sugar, pawpaw/mawmaw when speaking with customers.

n Be considerate to customers by giving them priority in hallways and elevators.

n When someone appears in need of directions, escort him or her to his or her destination.

n Thank patients for allowing us to care for them.

Hold one another accountable to these professional behavior standards.

I CARE TGMC Standards of Behavior