Patient Handbook

Welcome to Pioneers Medical Center

Pioneers is a proud part of the community, and we are committed to putting our patients’ best interest first. While we understand that hospitalization is never an entirely pleasant experience, we will do our best to make you as comfortable as possible. This book is designed to help guide you and your loved ones during your stay at the hospital. If you have additional questions or concerns at any time, please don’t hesitate to ask your physician or nurse.

Our professional team of doctors, caregivers and staff are focused on providing skilled, collaborative care so families can rely on Pioneers as a trusted medical home. It is our privilege to be your health care provider. If at any time you feel you are not being treated appropriately and compassionately, please share your concerns with the Administration Office by calling (970) 878-9260.

Thank you for choosing Pioneers Medical Center.

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Bienvenidos a Pioneers Medical Center (Centro Medico De Los Pioneros)

Los pioneros somos una parte orgullosa de nuestra comunidad, y nuestro mayor interes es el compromise con nuestros pacientes primero. Mientras entendemos que la hospitalización nunca es una experiencia completamente agradable, haremos todo lo possible por que lo sea. Este libro esas diseñado para ayudar a dirigirlo a usted y sus seres queridos durante su permanencia en el hospital. Si usted tiene preguntas adicionales o preocupaciones en cualquier momento, por favor no vacile en preguntar a su médico o enfermera.

Nuestro equipo profesional de doctores, personal de la salud y otros empleados esto enfocado en el suministro del cuidado experto, con nuestra colaboración las familias pueden confiar en Pioneros como una casa médica confiable. Este es nuestro privilegio de ser su abastecedor de asistencia médica. Si en cualquier momento usted siente que no está siendo tratado apropiadamente y compasivamente, por favor comparta sus preocupaciones con la Oficina de Administración llamando (970) 878-9260.

Gracias por elegir a Pioneers Medical Center.

Sincerely,

Ken Harman

Chief Executive Officer


Our Mission and Beliefs

Pioneers Medical Center’s Mission

In keeping with these values, Pioneers Medical Center is committed to improving the health of our community residents.

Values

• To foster excellence in health services, Pioneers has a continuing commitment to health education.

• Because we recognize the dignity of each person, we strive for excellence in our work.

• We challenge ourselves to perform in a spirit of mercy characterized by compassion and caring.

Statement of Beliefs

Those who serve within Pioneers Medical Center support and uphold the following beliefs as the basis for decisionmaking and service provisions:

• We exist to respond to the health needs of individuals and families in our community to the fullest extent that human and material resources will allow.

• Every person enjoys special dignity and equal worth. Recognition of this dignity demands that acceptance, compassion and respect characterize relationships among those who serve and with those served.


To Place a Call

In-House Calls

Dial the last 3 digits of the number.

Patient Financial Services and Billing ext. 316
Facilities Management Department ext. 315
Food Service ext. 173
Nurses Station ext. 292
Administration ext. 260

Outbound Calls

9 + (area code) + (seven-digit number)

Long-Distance Calls

9 + 1 + (area code) + (seven-digit number)

Telephone:

 Main Hospital/Operator (970) 878-5047
Meeker Family Health Center (970) 878-4014
Rio Blanco County Social Services (970) 878-9640
Rio Blanco County Public Health & Nursing (970) 878-9520

Your Accomodations

Your Room

Your room assignment at Pioneers Medical Center is based on your the level of care you require and the beds available at the time of admission. Your comfort is very important, so we strive to provide you with a room that is clean, and we strive to make your stay as pleasant as possible. During your stay at Pioneers, you will receive around-the-clock nursing care, nutritious meals, expert medical guidance, and linen, television, telephone, and housekeeping.

Calling Your Nurse

A call bell is stationed on the wall above your hospital bed and includes a hand-held control. This control can be used to call for nurse assistance by pressing the red button, and it will also power your television. Additionally, your bathroom is equipped with an emergency device that will contact a nurse when you pull the string.

Your Bed

Hospital beds are electrically operated using controls located on the bed rail near the head of the bed. Your nurse will show you how to operate your bed. Please be aware that your hospital bed may be higher and narrower than your bed at home.


Telephones and Television

Telephones

Telephones are provided in each room. Your family and friends are welcome to call your room directly, by dialing (970) 878-9 plus your room number. For example, if you are in room 309, your phone number would be (970) 878-9309. To make an outgoing call from your room, you will need to dial 9 and then the number. All local calls are free. To make a long distance call, please contact the Nurses Station for assistance, or you may use a personal calling card.

Cellular Phone

You are welcome to use your cell phone in your hospital room and outside of the facility.

Television

The controls for your television are located on the same remote used to contact your nurse. The button labeled “TV” controls your on/off, as well as changes the channels. The TV button works on a one-way clicking cycle; meaning once you have “clicked” the TV on, you will have to repeatedly click to find your desired channel and will have to click through all available channels before being able to turn the TV off.


Food and Nutrition

Food Service

At Pioneers we have an open-dining philosophy. You are welcome to call our kitchen by dialing ext. 173 to place a food order anytime from 7:00 a.m. to 6:00 p.m. Your nurse and care providers will review your diet options – which are based on the diet your physician has ordered for you – and provide you with a menu that adheres to your prescribed diet. Breakfast items are available from 7:00 a.m. until 11:00 a.m., and a variety of lunch, dinner and snack-type menu items are available for you to order throughout the day. Additionally, your visitors are welcome to dine with you and may order a meal for a minimal cost. Ask your nurse for a guest menu. Also, while it is primarily designed for hospital employees, the hospital dining room is available for visitors from 6:00 a.m. to 11:00 p.m.

Vending Machines

Vending Machines containing snacks and beverages are located on the lower level at the bottom of the stairs near the dinning room.


Pain Management

Are You in Pain?

As a patient at Pioneers, you can expect:

• Education about recovery expectations and pain relief measures.

• Concerned staff who are committed to pain prevention and management.

• Health professionals who respond quickly to reports of pain.

• Empathetic listeners who don’t dismiss your reports of pain.

• State-of-the-art pain management techniques.

Patient Responsibilities

As a patient at Pioneers, we encourage you to:

• Ask your doctor or nurse what to expect regarding pain and pain management.

• Discuss pain relief options with your doctors and nurses.

• Work with your doctor and nurse to develop a pain management plan.

• Ask for pain relief when pain first begins.

• Help your doctor and nurse assess your pain.

• Tell your doctor or nurse if your pain is not relieved.

• Tell your doctor or nurse about any worries you have about taking pain medication.

To help determine pain levels and measure changes, a caregiver may ask you to choose a face from a chart.


For Your Safety and Security

Partnering With Our Patients

We encourage our patients to be active participants in their health care through the use of the “Speak Up” program.

S peak up if you have any questions or concerns, and if you don’t understand, ask again.

P ay attention to the care you are receiving. Ask questions when you don’t understand.

E ducate yourself about your diagnosis, medical tests and plan of care.

A sk a trusted family member or friend to be with you if you are unable to ask questions for yourself.

K now what medications you take.

U se a health care organization that has undergone rigorous on-site evaluations.

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

Smoking Policy

Pioneers Medical Center is a tobacco-free campus. Tobacco use is not allowed.

Wheelchairs

Wheelchairs are available at the Nurses Station. However, getting in and out of wheelchairs may be hazardous, so please ask for assistance from a member of the hospital staff.

Fire Drills

For your protection, the hospital conducts periodic fire and disaster drills to test our readiness in emergency situations. If a drill occurs while you are here, please remain in your room and do not become alarmed. In the event of an actual emergency, you will be informed and protected.

Oxygen

Special regulations are in effect in areas where patients are receiving oxygen. Tobacco use is not allowed anywhere on the hospital campus and absolutely no smoking is permitted in any room where oxygen is in use or on standby.

Medications

General medications will be given to you as prescribed by your physician. Your nurse will ask you your name and another identifying piece of information each time to ensure your ultimate safety. This “timeout” procedure is a national patient safety initiative to limit potential errors. In order to best manage your pain, your health care team will regularly assess your pain. Should you require pain medication, it will also need to be prescribed by your physician. It is important to share your discomforts and pain with your health care team. If you have questions, please ask your nurse or doctor.

Personal or Lost Items

Patients are asked not to bring personal items to the hospital. Please leave personal items, like money, purses/wallets, car keys and jewelry, at home or ask a family member to keep them. The hospital does not accept responsibility for personal items.


Your Hospital Team

The Medical Staff

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

The Nursing Staff

A professional team of registered nurses, licensed practical nurses and nurse assistants provides 24-hour nursing care. The Chief Nursing Officer for the hospital is responsible for directing and coordinating nursing care. Please feel free to contact your nurse if you have questions or concerns.

Chapel and Spiritual Care

We believe that total patient care demands attention to the spiritual, as well as the physical and emotional, needs of each patient. The Chapel is available for your use 24 hours a day. It is located on the main floor in the hallway between the hospital and the Walbridge Memorial Wing. Please ask your nurse if you need directions. If you would like to speak with a chaplain or pastor, a member from the nursing staff can contact them for you. Your church or spiritual leader is always welcome to visit you while you are here.

Social Services

A Social Service Coordinator is available as needed and is trained to help patients and family members deal with financial, social and emotional problems that relate to illnesses or hospitalization.

Housekeepers

A member of the house-keeping staff cleans your room daily. If there is a housekeeping problem in your room, tell your nurse, and it will be taken care of as soon as possible.

Other Health Care Providers and Support Personnel

During your stay, many other health care professionals – including staff from the laboratory, radiology, cardiopulmonary and physical and occupational therapy departments – may be involved in your care. In addition, the Pioneers family includes many behind-the-scenes team members, such as accountants, maintenance staff, administration professionals, food service personnel, who support frontline caregivers.

Volunteers

Volunteers contribute many hours of service and financial assistance to Pioneers Medical Center, which is a not-for-profit facility. The services and assistance our volunteers deliver may vary, but they play an integral part in supporting the hospital and the care we provide.


Special Services

Living Wills and Health Care Power of Attorney

If you are 18 or older and mentally competent, you have the right to make decisions about your medical treatment. If you want to control decisions about your health care, including during times you are unable to express your wishes, you will need an Advance Directive. An Advance Directive is a set of instructions where you outline the health care you want in the event you lose the ability to make or communicate decisions. There are three kinds of Advance Directives: a Living Will, a Health Care Power of Attorney and Advance Instructions for Mental Health Treatment. You can obtain these forms from your nurse or physician.

End-of-Life Decisions

There may be a time when you are called on to make a decision about health care for yourself or for a loved one. This can often be a confusing, frightening or painful task. Increased understanding among patients, families and health care providers may lessen your fears and help relieve the burden that such difficult decision making may cause. Pioneers has resources to help you in such circumstances, and our staff are prepared to listen and respond to you. We can help get all the facts you need to make a decision and can offer feedback and suggestions. While we will never come up with a final answer or tell you what to do, staff members have been educated in medical ethics and can share their knowledge and experience. To access the appropriate personnel, please call the Chief Nurse.

Interpreters

Should a patient require it, the hospital has access to interpreters for a number of foreign languages. Please let your nurse know if you need an interpreter.

Flowers and Newspapers

Volunteers deliver flowers to your room, unless you have opted to not be listed in the hospital directory for privacy reasons. Please keep in mind that large plants and flowers are difficult to deliver and remove upon discharge. Newspapers and magazines may be requested at the Nurses Station.

Notary Public

The services of a notary are available for patients free of charge. For information, call ext. 292.

For Hearing Impaired Patients

Please let your nurse know if you would like the hospital to arrange for a person knowing sign language to assist with communications.


Family and Friends

Visiting Hours

Visitors can be good for patients, and we welcome patients’ family members and friends to visit. However, patient care is our primary concern, and in order to enhance the quality of care, Pioneers has established specific visiting hours and regulations for each unit. If you need additional information, please check with a nurse in the unit.

Visiting Regulations

Following are general guidelines for visitors.

• Visitors may not smoke in patient rooms or anywhere on the campus.

• Visitors must dress appropriately and must wear shirts and shoes.

• No more than two visitors are allowed at the bedside at one time. Visitors in semi-private rooms should be considerate of other patients.

• People with colds, sore throats or any contagious diseases should not visit patients.

• Visits should be kept short.

• Visitors should maintain a quiet environment and avoid unnecessary noise.

• For patient privacy, visitors may be asked to leave the room during tests or treatments or when the doctor or nurse needs to see the patient.

Gifts for Patients

Visitors should check with the nurse before bringing gifts of food or drink to patients. Please check with the nurse to confirm your gift is appropriate.

Parking

Parking for patients and visitors is available 24-hours-aday, seven-days-week. Please park in the lot located on 100 Pioneers Medical Center Drive, Meeker, CO 81641. Patients and visitors are cautioned not to park in reserved areas. Please be sure to lock your car. If something happens which causes you to need assistance with your vehicle, please inquire at the nurses station, about receiving assistance from a member of the Facility Maintenance Team or contact your nurse.

Waiting Areas

There are designated lounge areas for visitors. A large family room is located at the south end of the patient hallway and a smaller waiting area is located between the Emergency Room entrance and the Laboratory Department.


Hospital Bills and Insurance

Pioneers Medical Center realizes that the medical bills associated with a hospital stay can seem complex and confusing. The Patient Financial Services Team can assist in answering any questions you may have about your financial responsibilities.

Your Hospital Bill

Your bill reflects all of the services you receive during your stay. Charges fall into two categories. One is a basic daily rate, which includes your basic medical care, meals, nursing care, housekeeping services, your room and its amenities. The second category is the special services your physician might order for you, such as laboratory or radiological tests or therapy services. Some tests, such as X-rays and pathology, require the services of physicians that you may not meet. These bills are for professional services and are billed separately from the hospital. The physician who sees you here at Pioneers Medical Center also bills separately from the hospital. Those bills are for his/her services, and they will be submitted to your insurance by the Meeker Family Health Center. Please remember your insurance policy is a contract between you and your insurance company, and you have the final responsibility for payment of your hospital bill.

Patients with Health Insurance Coverage

A copy of your health insurance card will be obtained in order to verify eligibility and benefits. The hospital will bill your insurance company shortly after you have been discharged. It is your responsibility to ensure the requirements of your plan have been met and that necessary pre-certifications or pre-authorizations are obtained. If your plan’s requirements are not followed, you may be financially responsible for all or part of the services rendered in the hospital. If Pioneers Medical Center is a participating provider with your health insurance company, we may confirm pre-authorizations and/or pre-certifications have been obtained. Some physician specialists may not participate in your health care plan and their services may not be covered. Any balances not covered by your insurance plan or your co-insurance providers are your responsibility to pay. Additionally, any co-payments, or deductible amounts required by your insurance company are also your responsibility.

Patients With Medicare and/or Medicaid

A copy of your Medicare card will be obtained to verify eligibility and benefits. If you have Medicaid or a supplemental insurance, it will also be necessary to provide a copy of those cards. You should be aware that the Medicare program specifically excludes payment for certain items and services, such as cosmetic surgery, some oral procedures, hearing evaluations, take-home medications and podiatric care. Pioneers Medical Center will bill Medicare, your supplemental insurance and/or Medicaid. You will be responsible for any balances, deductibles, co-insurance and co-payments not paid by Medicare or Medicaid.

Please see these brochures for more information on Medicare and/or Medicaid:

Medicare Wellness Exams

How Medicare Covers Self-Administered Drugs

Are You a Hospital Inpatient or Outpatient?

Patients With No Insurance Coverage

Pioneers Medical Center offers a Financial Assistance Program to assist with the costs associated with your hospital stay. A representative from Patient Financial Services will meet with you to review our program and determine eligibility. For our patients who do not qualify for the Financial Assistance Program, our Business Partner – AR Services can assist you in setting up a 10-month interest-free payment plan. For larger balances, they offer a Medical Financing Program at a competitive rate.

If you have a question about a bill, a member of our Patient Financial Services Team will be happy to help.

Please contact us Monday through Friday, 8:00 a.m. to 4:30 p.m.
Telephone: (970) 878-5047

Payments should be sent to:

Pioneers Medical Center
100 Pioneers Medical Center Drive
Meeker, CO 81641


Going Home

When your doctor decides you are ready to leave the hospital, he or she will submit a discharge order. We encourage you to make arrangements for a family member or friend to help you when it’s time to go home. Listed below are some important things to remember as your prepare to leave the hospital.

Personal Belongings

Collect all of your belongings and double-check closets and drawers.

Discharge Instructions

Your doctor and your nurse will give you instructions about post-hospital care. If you have questions about your medications, diet, activities or other matters, please be sure to ask.

Medications

You may be taking some new prescription medications to help in your recovery. It is important that you adhere to your discharge instructions and medication schedule after leaving the hospital. Have a family member or friend get these prescriptions filled at the pharmacy of your choice, so the prescriptions are awaiting your return home. If you are discharged on a weekend or holiday, Pioneers will provide you with enough of your prescription to sustain your medications until the pharmacy opens.

Follow-up Appointments

Your physician may want to see you for follow-up visits after you are discharged from the hospital. Your doctor may also order continued outpatient services, such as rehabilitation or physical therapy. You will receive written discharge instructions outlining this information.

Swing-Bed Care

The program is designed for patients who no longer require acute care in a hospital but who need additional short-term care before they can return home. Rehabilitation and specialized nursing care are emphasized.

Home Health Care

The Pioneers Medical Center Home Health Team will work with you and your physician to meet your needs during an illness or while you are recovering at home from an accident, surgery or hospital stay. Pioneers Medical Center Home Health offers a continuum of expert, compassionate care to people of all ages in the comfort of their home. The home health continuum of care includes nursing, nurse aide, and therapists, as well as personal emergency response systems, medication alarm boxes and medication assistance. A coordinated plan of care between the client, physician, and appropriate home health staff provides comprehensive care that promotes, maintains and restores health.

Home health services may be initiated by the family, physician, or individual by calling (970) 878-9265. Pioneers Home Health Hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. Arrangements can be made for home health nurse visits as needed on weekends, holidays and after hours.


Standards for Privacy / Patient Rights and Responsibilities

Standards for Privacy of Protected Health Information

According to the federal law named the “Health Insurance Portability and Accountability Act” (HIPAA), you have rights concerning the use of individually identifiable health information. Only individuals with a legitimate “need to know” may access, use or disclose patient information. Protected health information (PHI) may be released to other covered health care providers without patient authorization if that PHI will be used for treatment, payment, health care operations or for public good purposes as permitted by state

and federal laws. Disclosures of PHI for uses and disclosures outside treatment, payment and health care operations require patient authorization.

While receiving care in the hospital, you may ask for your name to not be included in the hospital directory, which means that people asking about you will be told “I have no information about this patient.” Please note that if you want to receive deliveries of cards and flowers, then you want your name included in the hospital directory. If your name is included in the hospital directory, you will also appear on a list for clergy members of your faith.

For a listing of other HIPAA privacy rights, please refer to the Notice of Privacy Practices that was given to you during registration or you may download the document here.

If You Have a Question or Concern

The medical staff and employees of Pioneers are committed to treating each patient with fairness and concern, recognizing his or her needs and satisfying them to the fullest extent possible. If you have any questions or problems that have not been answered to your satisfaction or if you have a special need, call the Administrative Office at (970) 878-9260.

Patient Rights and Responsibilities

As a natural outgrowth of our organizational values and mission, the Board of Directors, medical staff and employees of Pioneers Medical Center jointly affirm and recognize the following rights and responsibilities of patients:

• In recognition of their human dignity, all patients have a right to courteous treatment and impartial access to quality medical care.

• All patients have the right to be informed of alternative treatments and to choose among the alternatives, including the right to refuse treatment to the extent permitted by law and to be informed of the medical consequences of their actions. All patients are responsible for their own actions if they refuse treatment or do not follow the doctor’s recommendations.

• All patients have the right to every consideration of privacy concerning their medical care program. Patients are responsible for being considerate of the privacy of other patients. Telephones, televisions, radios and lights should be used in a manner agreeable to others.

• All patients are assured confidential treatment of their medical record by state and federal law. These statutes and regulations control the release of information contained in your medical record.

• All patients have the right to continuity of care, transfer and consultation with other medical specialties.

• All patients have the right to examine and receive an explanation of their bill, regardless of the source of payment. Patients have the responsibility to provide information necessary for claim processing and to be prompt in payment of their bills.

• All patients have the right to know the rules and regulations that apply to patient care and conduct, and they are responsible for following those rules and regulations.

• All patients have a right to receive an explanation of their treatment program and to ask for further clarification if the course of treatment is not understood. Patients have the responsibility to cooperate in their treatment program.


Spiritual Care Phone Numbers

Meeker Assembly of God 878-3510
Emmanuel Baptist Church 878-9868
First Baptist Church 878-3139
White River Southern Baptist Church 878-3746
Church of the Holy Family 878-3300
Church of Jesus Christ of Latter Day Saints 878-9811
St James Episcopal Church 878-5823
Jehovah’s Witnesses Congregation of Meeker 878-9830
United Methodist Church 878-5904
New Creation Church 878-0822
First Love United Pentecostal Church 878-3239