Patient Guide

During Your Stay
Admissions
Your physician’s orders and the type of medical care you require determine your stay at Memorial Hospital.  All information given at the time of your admission is handled with appropriate confidentiality.

Identification Band 
Your identification band must be worn at all times. It ensures that all the staff involved in your care knows who you are, even when you’re sleeping or away from your room.

Your Room 
We want to make your stay as pleasant as possible.  Part of that commitment includes keeping your room clean. If we have overlooked something or if you have concerns about the cleanliness of your room, please call the Housekeeping Department.  Should you need additional towels, blankets and pillows or feel your bed linen needs freshening, our nursing personnel can assist you.

Nurse Call System 
We have call buttons located on the inside and outside of each bed rail that will alert your nurse that you need assistance. Your nurse is available to assist you in every way and answer any questions you may have about the use of the equipment.

Telephone 
For your comfort, incoming calls are connected to your room from 7 a.m. to 10 p.m. If you do not wish to receive calls, simply notify the operator by dialing “0” then contact the operator again when you wish to resume service.  To make a local call, please dial 9, and then the number. Long distance calls can be made with your calling card or by dialing collect.

Amplification equipment or TDD for the hearing impaired may be requested from nursing personnel. 

Cellular phones interfere with medical equipment and should not be used in patient areas.

Roommates 
We ask you and your visitors to be considerate of your roommate’s need for rest and privacy. You should expect the same consideration in return.  If you have any concerns, contact your nurse to assist you.

Smoking Policy 
For the comfort, safety and well-being of our patients, smoking is prohibited within the hospital, in accordance with the 1985 Florida Clean Indoor Air Act. Your strict observance of these simple rules, and a reminder to your visitors, will keep the hospital a safer place.  Cigarettes are not sold in the hospital. Outdoor areas throughout the hospital campus are designated for smoking.

Television
Memorial Hospital offers almost 100 broadcast channels along with several patient education channels.

Mail and Flowers
We know how much you appreciate cards and letters from friends and families while you are hospitalized.  An auxiliary member will deliver your mail to your room, Monday through Friday. The hospital mailroom is closed on Saturday and Sunday. Your flowers will also be delivered to your room.  Flowers are not delivered to patients in the Critical Care Center. 

Valuables and Personal Items
Remember to give any valuables you have brought with you to a relative or friend for safekeeping or register them with the Security Office. The hospital is not responsible for loss of personal property while you are on campus. You should bring only enough money for incidentals you may need during your hospital stay. Please advise your nurse of dentures, eyeglasses, contact lenses, hearing aids, etc.

Diagnostic Testing 
Your physician may order blood tests, x-rays, etc. to help with diagnosis. The number of tests taken is not an indication of the extent of your illness. Your nurse will be happy to assist you with any questions you may have about these tests.

Medication
Your physician will prescribe your medication.  Please give any medication brought from home to the attention of your nurse and have someone take them home.  Using medications not prescribed by your doctor in the hospital may upset a carefully planned program of treatment and could be harmful to you.  Remember that over-the-counter drugs, vitamins and herbs are considered medication.

Retail Pharmacy 
The Apothecary is located on the first floor of the Memorial Medical Office Building

Monday - Friday, 8:30 a.m. - 5:30 p.m.
10% discount for patients

Our outpatient pharmacy offers discharge prescription service. For your convenience, your take-home prescriptions can be filled before leaving the hospital. Most insurance plans are accepted. Prescriptions, over-the-counter items, diabetic supplies and health and beauty aids are available. Our registered pharmacists would be happy to answer questions about your prescriptions. Please note that these prescriptions cannot be added to your hospital charges and must be paid in cash, local check or major credit card at the time of purchase.

Billing Information
The Business Services Department makes every effort to keep our hospital billing process as simple as possible. If you have any questions concerning your hospital billing, you may contact the Customer Service Department from 9:00 a.m. until 5:00 p.m., Monday through Friday. 

For your convenience, we accept Visa, MasterCard, Discover and American Express by telephone. Direct payments can be made at the Cashier's Office, located on the first floor of the hospital, Monday through Friday, 6:00 a.m. until 4:30 p.m. There is also a drop box located by the Cashier's Office for after-hours service.

Physician Charges 
In addition to the hospital's statements, you may receive separate charges from various physicians, such as your primary care doctor, as well as radiologists, anesthesiologists, emergency department physicians and other consultants or specialists that your attending physician chooses to consult on your case. They will bill you directly for their services as they are in private practice and are not employed by the hospital.

Food and Nutrition Services/Menus 
You may select meals from our Room Service menu unless otherwise ordered by your physician.  Room Service allows you to custom order your meals and specify the delivery time.  Delivery usually takes from 45 minutes to an hour from time of order.  If you do not wish to participate in Room Service, you may request non-select status and a house diet will be sent to you every meal.  If you do not make a selection, a house diet will be sent. Frozen kosher meals are also available.  If you have questions regarding the menus or need assistance, you may contact the Dietary Office.  Some X-ray procedures, laboratory tests and most surgical procedures require modifications to your diet.  Your mealtime and choices may be changed accordingly.

Room Service Orders ext. 2222
Breakfast - 7:00 - 10:00 a.m.  ~ Lunch/Dinner - 10:00 a.m .- 6:45 p.m.

Special Diets 
The diet prescribed by your physician may differ from your normal diet. If you have specific nutritional needs, please notify the registered dietitian who is responsible for managing your total nutrition care. A clinical dietitian is available for counseling and answering any questions you may have.  If your meals are not sufficient, snacks and beverages may be requested from the nursing staff.

Your Hospital Team
Nursing Care 
The Department of Nursing at Memorial Hospital Jacksonville is dedicated to the promotion of excellence in nursing care. During your hospitalization, nursing personnel will work closely with your physician and other hospital staff to provide comprehensive care. While you are in the hospital, a registered nurse will: 

• Assess your physical, emotional and educational needs.
• Develop your plan of care using input from you and your family.
• Communicate your plan of care to you on a daily basis. 
• Administer care according to physician orders, nursing interventions and established hospital standards. 
• Instruct you on procedures and treatments ordered. 
• Promote your optimal level of health. 
• Maintain your dignity and confidentiality.
• Provide you with teaching materials and discharge instructions.

Case Management
The Case Manager coordinates the care of the patient from admission to discharge and acts as a liaison between your insurance, your physician and the hospital.

Pastoral Care 
Memorial offers a Pastoral Care Department composed of a chaplain and trained volunteers.  They serve interfaith, helping with the spiritual and emotional needs of patients. Upon admission, we ask your religious preference and local church, synagogue, mosque, etc. 

The Chapel is located near the Critical Care Unit and is available for prayer and meditation from 7:00 a.m. through 9:00 p.m.   For after-hours use, please call Security.

Auxiliary 
Memorial Hospital Auxiliary members perform a wide range of volunteer support to our staff from assisting patients upon admission and discharge to comforting families in the Critical Care Center to delivering flowers to patient rooms.  For membership information, please contact the Auxiliary office.

For Friends and Family
Visiting Guidelines and Hours 
We know that family and friends can play an important role in your recovery. In consideration of the care, comfort and privacy of our patients we ask that all visitors observe the following guidelines:

• General Visitation, 10 a.m. - 8 p.m.
• Visits should be kept as brief as possible and limited to two persons at a time.
• Those with a cold or other communicable condition should delay visitation until they have recovered.
• Visitors younger than 12 years should check with the patient's nurse prior to visiting.
• Medical conditions may restrict who may see visitors. 
• Maternity patients should screen all visitors for illnesses before they come in contact with their newborn, and follow hand-washing guidelines. Siblings may visit when accompanied by an adult.
• There are times when a visitor may be asked to leave the room such as when the patient is about to receive treatment or care from a physician, nurse, or technician; when the visit is disruptive to the patient; or if the visit is not in the best interest of the patient.

Open Heart Recovery & Critical Care Center
Immediate family may visit during the following times:  9 - 9:30 am
11 - 11:30 am ~ 1 - 1:30 pm ~ 3 - 3:30 pm ~ 5 - 5:30 pm ~ 8 - 8:30 pm 10 -10:30 pm ~ 12:00 - 12:30 am

Women's Center
2 South Tower
General Visitation, 10 a.m. - 8 p.m.
Patients in a private room may have an adult visitor 24-hours a day. 
Maternal Special Care: 24-hour visitation.
LDRP Unit: 24-hour visitation.
For patients in labor, 24-hour visitation applies after delivery.  Patients receiving visitors should follow general visiting hours.
NICU: Parents may visit 24-hours a day.  They may be asked to leave the unit at shift change to assure patient confidentiality.  Other visitors may be allowed, with some time restriction, at the parents discretion.

Parking and Courtesy Shuttle 
You will find complimentary parking in the hospital garage, as well as accessible parking surrounding the hospital.  For your convenience, Memorial Hospital operates a courtesy shuttle from these areas: Main Entrance, Memorial Healthcare Plaza, Child Development Center, Memorial Office Building, Women's Center, Emergency, North Tower, and the Reference Lab.

Restaurants and Vending Machines 
Cafeteria
First floor main hospital, Monday - Sunday
Featuring: hot entrees, cold items, sandwiches, desserts, salads and beverages.
Hours:    
6:00 a.m. - 10:00 a.m. Breakfast
11:00 a.m. - 2:00 p.m. Full grill and hot line
2:00 p.m. - 4:00 p.m. Grill service only
4:30 p.m. - 8:00 p.m.  Dinner
Weekend Hours:  
6:00 a.m. - 10:00 a.m. Breakfast
11:00 a.m. - 2:00 p.m. Lunch
4:30 p.m. - 8:00 p.m. Dinner

Cafe Med, a Sandwich Shop 
First floor of the Memorial Office Building
Monday through Friday  ~ 7:45 a.m. to 6:30 p.m.
Featuring:  breakfast, deli sandwiches, desserts and more.
Take-out orders may be placed by calling Le Cafe.

Vending Machines 
Located in the Emergency Room, Cafeteria and Critical Care.
These areas may be accessed at all times. 

Starbucks
Located in the West Tower Lobby, the coffee kiosk serves flavored coffees, lattes and pastries. 
Monday through Friday 7:00 a.m. to 5:00 p.m.

Gift Shop
The Memorial Hospital Auxiliary operates the Gift Shop seven days a week. In addition to the traditional gift shop items such as reading materials, candy, flowers, etc., the shop also offers long distance calling cards, loungewear, jewelry, and many other quality gift items.  The Gift Shop is open Monday, Wednesday; Thursday; 9 a.m. - 8 p.m.; Tuesday and Friday; 7:30 a.m. - 8 p.m.; Saturday and Sunday, 10 a.m. - 5 p.m.

Information Desk 
If your visitors need assistance with directions or visitation information our information desk is located in the main lobby.

Hotel Accommodations 
A variety of hotels are in close proximity to Memorial Hospital. Some offer special rates and/or shuttle service for family members of patients staying at the hospital. When making a reservation, inform them that you have a family member staying at Memorial Hospital Jacksonville.  Should you need assistance, contact the Public Relations Department.

Safety and Security

Patient Safety
Combined with eMAR & Bar Coding, the issue of Patient Safety is a top priority at our hospital. Click here to learn how you can become an active participant in your healthcare.

Safety 
All of us at Memorial Hospital are vitally interested in your personal safety. Please do not take any unnecessary chances.  Always ask nursing personnel for assistance when getting in and out of a wheelchair or your hospital bed. 

Everyone has a role in patient safety and everyone will benefit from its success.  You can ensure a safer experience by being involved and informed about your treatment and working with your healthcare team.

• Become a more informed health care consumer. Seek information and ask questions.
• Keep track of your medical history and all medications
• Work with your doctor and other healthcare professionals as a team - share information with your care team
• Involve a family member or friend in your care
• Follow your doctor's directions

Security Escort 
Our uniformed security staff patrols the parking lot and hospital around the clock. After 6 p.m., the security staff provides an escort service for visitors. Please call Security to arrange for an escort to your car or other campus location. All entrances except the Emergency Room are locked from 9 p.m. to 6 a.m.

Fire Drills 
In compliance with Joint Commission Regulations and our safety standards, fire drills are held periodically.  Drills are not announced. Nursing personnel will close windows and doors in patient rooms.  Drills last approximately 10 minutes.  At the conclusion, the operator will announce, "Code Red, all clear" which means the drill has ended. Patients and their visitors should remain in the patient rooms. Visitors walking in a corridor during a fire drill should not attempt to stop the closing of the fire doors.

Identification Badges 
Memorial Hospital employees, volunteers and associates are required to wear a photo identification badge that identifies their name, department and job title. This is to ensure the patients and their families can easily identify our employees.

Patient Privacy 
We are conscious of your need for privacy.  Solicitations for gifts, donations or other unnecessary contact with our patients is prohibited. Our information desk personnel normally give patient condition reports to callers. Your presence in Memorial and your condition can be kept confidential, if you wish, by notifying the Admissions Department.

Special Services
Community Health Resource Center 
The Community Health Resource Center is located in the Education Center in the South Tower Lobby of Memorial Hospital Jacksonville. Complimentary pamphlets, brochures, information sheets, reference books and videos on a variety of medical and health topics are available. Hours are Monday through Friday, 9:00 a.m. until 4:00 p.m.

Banking/ATM 
Wachovia Bank is located on the first floor of the Memorial Office Building. A full service bank, Wachovia also offers the automated teller Honor service with outside accessibility.

H2U 
It's nifty to be 50! Join our H2U program and enjoy health privileges, discounts, travel opportunities and a place where you can make friends for life. You may contact the H2U office for additional information.

Translators/Interpreters  
Patients who speak languages other than English and/or have the need for sign language will be accommodated. Memorial Hospital will make every effort possible to provide translators and interpreters for these patients.

If You Are Scheduled for Surgery
Ask questions before and after your surgery about pain management.  Knowing how much pain to expect may help you feel more in control and less afraid of surgery.  Here are some of the questions you may ask the nurses or doctor before surgery.

• How much pain should I expect?  
• How much pain is normal?
• How long does the pain usually last?
• What pain medication will I get?  
• Do I have choices for medication?
• Will the pain medicine be given to me as a pill, a shot or through an IV (in the vein)?
• How often will I be given the medication?

Patient Rights and Responsibilities

HIPPA - Memorial's Notice of Privacy Practices
About HIPPA - for more information

Florida law requires that your health care provider or health care facility recognize your rights while you are receiving medical care and that you respect the health care provider's or health care facility's right to expect certain behavior on the part of patients. You may request a copy of the full text of this law from your health care provider or health care facility. A summary of your rights and responsibilities follows:

• A patient has the right to be treated with courtesy and respect, with appreciation of his or her individual dignity, and with protection of his or her need for privacy.
• A patient has the right to a prompt and reasonable response to questions and requests.
• A patient has the right to know who is providing medical services and who is responsible for his or her care.
• A patient has the right to know what patient support services are available, including whether an interpreter is available if he or she does not speak English.
• A patient has the right to know what rules and regulations apply to his or her conduct.
• A patient has the right to be given by the health care provider information concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis.
• A patient has the right to refuse any treatment, except as otherwise provided by law.
• A patient has the right to be given, upon request, full information and necessary counseling on the availability of known financial resources for his or her care.
• A patient who is eligible for Medicare has the right to know, upon request and in advance of treatment, whether the health care provider or health care facility accepts the Medicare assignment rate.
• A patient has the right to receive, upon request, prior to treatment, a reasonable estimate of charges for medical care.
• A patient has the right to receive a copy of a reasonably clear and understandable, itemized bill and, upon request, to have the charges explained.
• A patient has the right to impartial access to medical treatment or accommodations, regardless of race, national origin, religion, handicap, or source of payment.
• A patient has the right to treatment for any emergency medical condition that will deteriorate from failure to provide treatment.
• A patient has the right to know if medical treatment is for purposes of experimental research and to give his or her consent or refusal to participate in such experimental research.
• A patient has the right to express grievances regarding any violation of his or her rights, as stated in Florida law, through the grievance procedure of the health care provider or health care facility which served him or her and to the appropriate state licensing agency. 

Patient Responsibilities

• A patient is responsible for providing to the health care provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his or her health.
• A patient is responsible for reporting unexpected changes in his or her condition to the health care provider.
• A patient is responsible for reporting to the health care provider whether he or she comprehends a contemplated course of action and what is expected of him or her.
• A patient is responsible for following the treatment plan recommended by the healthcare provider.
• A patient is responsible for keeping appointments and, when he or she is unable to do so for any reason, for notifying the health care provider or health care facility.
• A patient is responsible for his or her actions if he or she refuses treatment or does not follow the health care provider's instructions.
• A patient is responsible for assuring that the financial obligations of his or her health care are fulfilled as promptly as possible.
• A patient is responsible for following health care facility rules and regulations affecting patient care and conduct.

Ethics Committee 
Memorial Hospital has an Ethics Committee that is available for consultation regarding such issues as end of life care, withdrawal of support, and other healthcare dilemmas.  The committee is advisory in nature and a consultation may be requested by a patient, family member or other interested person involved in a patient's care.  Requests for consultation may be made by contacting the Critical Care office.

Patient Advocacy
If you need to speak with someone about a concern, contact your nurse, who will make sure that someone addresses your concern.
If you have a grievance against a hospital, call the Agency for Healthcare Administration's Consumer Assistance Unit 1-888-419-3456 (Press 1) or write to the address listed below:

Agency for Healthcare Administration
Consumer Assistance Unit
2727 Mahan Drive
Tallahassee, FL 32308

If you have a grievance against a healthcare professional and want to receive a complaint form, call the Consumer Assistance Unit 1-888-419-3456 (Press 2) or write to the address below:

Agency for Healthcare Administration
Consumer Services Unit
Post Office Box 14000
Tallahassee, FL 32317-4000

Your Opinion Counts
We care about your opinion of us.  That's why we've made it easy for you to give us your suggestions and observations and to tell us your concerns.  

A Patient Response Card will be given to you upon discharge.  Thank you for taking the time to complete this card as your input is very important to us.  Your feedback will make Memorial Hospital an even better place.  You also have the opportunity to recognize specific caregivers that you feel did an exceptional job in caring for you during your stay:  These employees will be recognized through our internal P.R.I.D.E. program. 

Memorial also participates in a patient Gallup survey process.  You may receive a phone call from the Gallup organization.  We would appreciate you taking the time to participate.