Patient Services Guide
On behalf of the entire staff, welcome to Harlingen Medical Center. Here at Harlingen Medical Center, we specialize in the diagnosis and treatments of numerous diseases in the field of cardiology, diabetes, OB/GYN, pediatrics, and others. Our concept of "Patient Focused Care" puts you, the patient, first! The design, management, staffing, and operation of the hospital are focused towards your needs and overall comfort. Each caregiver is highly skilled and cross-trained in various fields, thus providing you high quality care. Family members are encouraged to become involved in the care of their loved one. This gives the opportunity for family members to understand the disease and take an active role in the recovery process.
Harlingen Medical Center provides patient education through a multidisciplinary team working to address all scopes of the health care learning needs of patients and family. Our team of healthcare professionals is continually integrating patient education throughout Harlingen Medical Center. We encourage our patients and their families to utilize the educational tools available throughout the entire hospital, and to ask questions at any time during the hospital stay.
Thank you for choosing us for your healthcare!
What to Expect During Your Stay
Harlingen Medical Center is committed to "Patient-Focused Care." What this means to us is that everything we do is orchestrated around you and not us. By being patient focused, we will do the following:
- We will respect your values, preferences, and expressed needs.
- We will coordinate and include you in information about your hospital stay.
- We will provide education to you as necessary.
- We will do whatever we can to maintain your comfort.
- We will provide you emotional support and alleviate your fear and anxiety.
- We will involve your family and friends in your care as you wish.
- We will provide an effective transition to your home by offering appropriate education and resources.
Being Hospital Wise
If you anticipate that several people will be checking on your condition while you are in the hospital, it would be helpful if you would designate one person to communicate your condition to the others. This individual can help tremendously by:
- Helping you put together a list of people who would like to know how you are doing;
- Getting and sharing regular condition reports with friends and family;
- Helping establish time for visitation; and
- Letting people know what they can do for you or bring for you.
If for some reason you would like to limit your visitors or phone calls, please tell your nurse.
Who Will Take Care of You
Your care will be delivered by a team consisting of registered nurses (RNs), licensed vocational nurses (LVNs), and patient care partners (PCPs) who have been trained to understand and embrace Harlingen Medical Center's philosophy of total "Patient-Focused Care."
Our RNs and LVNs are highly skilled professionals who will be responsible for providing your direct patient care.
Our PCPs are staff with special training in assisting our licensed nursing staff in your daily care.
Support
Staff trained to assist in meal selection and delivery and meet the necessary housekeeping needs of each patient care unit.
Private Duty Nurses are not provided by Harlingen Medical Center. If you or your family wish to have a private duty nurse at your own expense, this person will be allowed to stay with you in any area except the recovery room or the intensive care unit. They will not be allowed to provide direct care.
Other professionals such as Respiratory Therapists, Physical Therapists, Pharmacists, and Radiology Technologists may also be part of the team caring for you during your stay.
Our patient care staff has been through an orientation process to ensure that the delivery of care is focused on the needs of the patient. Harlingen Medical Center offers continuing education for staff on new technology and services.
Medications
Please give your nurse a list of any medications, including dosage and times. Be sure to include any non-prescription medications such as aspirin, vitamins, and herbal remedies, as well as any medication you buy in Mexico, with or without a doctor's prescription. If possible, bring all of your prescription and non-prescription medications with you to the hospital. This includes any medication also known as investigational drugs you may be taking in accordance with approved research programs. Your nurse will review your medications with your physician and the pharmacy.
For safety and protection, only medications approved by your physician will be given to you during your stay, as some may interfere with or interact with tests or medicines ordered for your treatment. You may be asked to use your medication if our Pharmacy cannot supply it and your physician requires you to continue to receive it. All medications require a doctor's order and are administered by the hospital. Also, your nurse will ask you questions concerning your past reactions to medications and any allergies you might have. You may be asked to wear an allergy bracelet, which alerts caregivers to your allergies.
Patient Education
The television has one dedicated health education channel with information in both English and Spanish. As part of your patient education plan, they may also indicate which programs you should watch prior to your discharge. In addition, they will give you printed information appropriate to your hospitalization, diagnosis, and treatments.
Valuables and Personal Belongings
Valuable such as money, jewelry, documents, fine garments or other articles of unusual value should not be kept at the hospital. You should make arrangements with a family member or friend to take these items home for you. A safe is available for small personal valuables. The hospital reserves the right to access the safe as necessary.
Eyeglasses, dentures and hearing aids are an important part of your life and require special care. Tell your nurse that you use these. Take care not to leave these items on your food tray or lying on your bed as they may be inadvertently disposed of or lost. If this does occur, the hospital will not be responsible for the replacement cost.
Blood Bank
Harlingen Medical Center uses volunteer blood that is donated through United Blood Services and the American Red Cross. United Blood Services is the major supplier of blood and blood components in the Rio Grande Valley. Neither Harlingen Medical Center, United Blood Services nor the American Red Cross charges for blood that is used. What appears on the patient bill is a processing fee. This reimburses the hospital and United Blood Services (or the red Cross) for the cost of the program, including collection, testing, and distribution of blood and blood products. Usually the fee is covered by hospitalization insurance.
There is no obligation to replace blood that is used. However, to keep blood available, donors are needed. We urge you to encourage those you know to become blood donors.
Pastorial Care
Please notify your nurse if you want to see the hospital Chaplain or a member of the clergy who represents your religious preference.
About Your Room
Your room has been designed with the comfort and convenience of you and your family in mind. Each room is private with a patient bed a recliner chair that converts into a bed so that a family member or loved one can spend the night and have a place to rest. There is also a built-in cabinet for you to store your personal belongings. Your bed has an electric control enabling you to raise and lower the foot or head for your comfort. Side rails on the bed may be positioned up for your safety.
To notify your nurse that you need assistance, press the nurse call button located in your room. In response, the staff may talk to you via the intercom system. You can answer in a normal voice and a microphone in the room will pick up what you are saying.
An emergency button is located in the shower in every bathroom and next to the toilet. Pushing the button or pulling the cord alerts staff that you need help and someone will respond to your needs.
Sheets will be changed daily or more often if soiled.
If you room temperature needs adjusting or if you need assistance, please talk to any staff member.
Overnight Guests
Patient rooms have been designed to accommodate one family member or significant other who wishes to spend the night with the patient. Any overnight guest must be capable of self-care and is responsible for his or her own valuables. Overnight accommodations may be available in Critical Care status/ needs based on patient . No overnight accommodations are available for visitors while the patient is in PACU (Recovery), or the Emergency Department. Please see the concierge if you need assistance in locating a hotel.
Television/Radio
The television / radio in your room may be operated from the remote control unit by your bed. In addition to the regular channels available, you have a selection of cable channels for your viewing choice.
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Ending Your Hospital Stay
Discharge Planning
We understand your desire to be discharged from the hospital as soon as your condition warrants. Therefore, the nursing staff will facilitate the coordination of your discharge plan during your stay, including your need for community resources. If you require extensive planning in anticipation of your discharge, such as placement assistance or assistance by protective services, your nurse will involve the hospital Case Management team, and if necessary, a Social Worker. Discharge planning begins on admission and staff will explain our discharge policy early in your stay.
Going Home
After discussion with you and / or your family, your physician will determine if you are ready to be discharged. Your nurse will assist you with the discharge process.
We intend to discharge by 10:00 a.m., although this depends on the time your doctor makes rounds. Please arrange for transportation home. Any valuables placed in the safe should be picked up upon discharge. Final instructions will be completed in your room prior to discharge. Wheel chairs are available to transport you from your room to your vehicle at the time of discharge.
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Healthcare Dilemmas
Living Will / Medical Power of Attorney / Mental Health Care Power of Attorney
A Living Will is a written declaration by a competent person over 18 years of age, directing the medical care of the person when he or she is unable to state his or her wishes. It may include the withholding or withdrawal of life-sustaining procedures when a terminal condition exists. A Medical Power of Attorney gives another person the power to make medical decisions on someone's behalf if and when the individual becomes disabled or incapacitated. A Mental Health Care Power of Attorney gives another person the power of making mental health care decisions on someone's behalf when the individual is incapable.
Information regarding healthcare directives is available at the reception desk or by telling your nurse.
Ethics Review
Feelings of anxiety and uncertainty often affect both you and your family when you are hospitalized. Sometimes you and your family members may have a dilemma or conflict with your planned course of treatment; you may request a meeting with (a) member(s) of the Ethics Committee. The Ethics Committee and its members provide guidance to patients, physicians, and hospital personnel when ethical considerations of personal dilemmas arise, as to the extent of treatment of irreversible or terminal conditions. Ethics Committee members are available if there is a conflict between any of the involved parties relating to levels of treatment that are planned for you.
If you feel you or your family members would like to meet with (a) member(s) of the Ethics Committee, or if you would like the committee to review your care in terms of planned treatment for your irreversible or terminal condition, inform your nurse. Your nurse will contact the appropriate parties and a meeting will be arranged.
Lodging a Concern, Grievance or Complaint
The patient has the right to lodge a grievance/complaint either verbally or in writing with the hospital and/or the state agency directly and shall be informed of the hospital's policies and procedures for initiation, review, and resolution of such complaints. Grievances/complaints will be responded to in a reasonable time frame.
A patient/family member may contact the:
Resource Nurse by calling 956-365-1850 or
Texas Department of Health
1100 W. 49th Street
Austin, TX 79756-3199
1-888-973-0022
The Joint Commission has a toll-free hotline that gives patients, their families, caregivers, and others an opportunity to share concerns regarding quality of care issues at accredited health care organizations. The toll-free number is 1-800-994-6610, and this hotline is available 24 hours a day, seven days a week.
Concerns During Your Hospitalization
At Harlingen Medical Center your satisfaction with all care provided is important to us. Should you or your family members experience concerns about the care you are receiving while hospitalized, you may contact the team leader on your unit or contact the Resource Nurse through the hospital operator. You may also call the Performance Improvement Coordinator at 956-365-1140 after you are discharged.
Harlingen Medical Center distributes Patient Satisfaction Surveys to patients prior to being discharged. We encourage you to voice your opinion regarding the care you have received, and we welcome your comments. Your opinion and comments will be treated in a confidential manner.
Case Management
The Case Management team assures appropriate patient care through patient, family, and staff education, quality assessment, continuous improvement, timely discharge planning, and review of resource utilization.
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Infection Control
Control Guidelines
Staff in the hospital practice infection control to prevent the spread of infection between patients, staff, and visitors. Everyone plays an active role in controlling infections in the hospital, and you can help by following these guidelines:
- If you see any kind of soiling, please tell the staff so that we may have it cleaned up for you.
- Do not eat other people's food and do not share your food with anyone. Do not sue anyone's linen or hygiene items.
- Your visitors and family should not visit when they are sick or they think they have an infection.
- Ask your doctor and your nurse about your illness, how it may be prevented, and how it is treated. If you know these things, you can help the people who are caring for you help you heal quickly.
Alcohol Hand Sanitizing Gels
Alcohol gels have been shown to be less drying and more effective in decontaminating skin than soap and water. The new alcohol gel products have a moisturizer emulsion that helps prevent chapping, chafing, drying, and cracking of the skin. Alcohol hand hygiene has been successfully used throughout Europe for many years. Alcohol products may feel gritty on the skin when hands are soiled and need washing with soap and water. This is a "built-in" indicator that helps determine when you need a soap-and-water wash.
Isolation Precautions
Patients in the hospital sometimes have infections that can be spread to others. These patients are placed in "isolation". Using gloves, gowns, and masks may be necessary to enter the room of a patient in isolation. An instruction card on the door will inform you if these precautions are required. Your nurse and/or doctor will be able to give you more information about isolation precautions.
Flowers
Flowers may cause allergic reactions; therefore if patients are identified to be at risk for allergic reactions flowers will be kept at the nurse's station or sent home with a family member. Flowers may be delivered to patient rooms including in the ICU as long as the patient's condition and space permits.
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Visitor Information
Visitor Policy
The staff of Harlingen Medical Center believes that visitation of the family and/or significant others contributes to quality patient care. Harlingen Medical Center values assistance in patient care from families and significant others. The designated caregivers, as determined by the patient and family, will be educated along with the patient in order to facilitate a return to wellness. These family members or significant others will be encouraged to spend as much time as needed with the patient. (For information about spending the night at Harlingen Medical Center, see the section "Overnight Guests".) They will be encouraged to help with the care of the patient by learning the needed skills to assist the patient upon returning to the community.
There are times when a patient's condition or care needs will require all visitors to leave the room.
Visiting Hours
All inpatient care areas: Visiting hours are from 7:00 a.m. to 8:00 p.m. We currently have open visitation during those hours; however, based on the patient's condition the staff may decide to limit visitation. Children are allowed to visit but must be under constant supervision by an adult. They are not allowed to run in the hallways or engage in other disturbing activities.
The PACU (Post Anesthesia Care Unit or Recovery Room) does not have private rooms and space is limited, therefore visitation in that area is generally not allowed except in rare cases, e.g. the patient stays for an extended time in recovery. In that case visitation will be limited to one (1) visitor for no more than 10 minutes. The recovery room nurses will be the ones to make that decision.
In the ED (Emergency Department) some rooms are private and some are not. Visitation in the ED is limited to two (2) family members or significant others. Visitors may be asked to leave during examination or procedures.
Pagers for Family
While a patient is undergoing a procedure or is in recovery, in-house pagers are available so that hospital staff can reach you. If you would like to borrow a pager, please contact the Concierge in the main lobby.
Special Needs
- Notary Public: The service of a Notary Public is available. If you need to see a notary, please contact your nurse.
- Translation Services: Foreign language translation services are available to assist in communicating with patients regarding their medical care. The staff can make arrangements for this service should it be necessary for effective communication.
- Sign Language: Sign language Services are available if needed. A staff member can make the necessary arrangements.
- Wheelchairs: Wheelchairs are available to those individuals requiring this type of assistance. A staff member can make the necessary arrangements.
- TDD: Telecommunications Device for Deaf persons (TDD) is available upon request. A staff member can make the necessary arrangements for your use of the equipment.
- Other: If you have any other special requirements or needs, please feel free to discuss them with your nurse or a staff member.
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General Rules
- The main lobby is open from 7:00 a.m. until 8:00 p.m. daily. After 8:00 p.m. and before 7:00 a.m., entrance to the hospital is through the Emergency Department entrance at the west side of the building.
- Waiting areas are not available after 8:00 p.m. For safety and security reasons, visitors are not permitted to spend the night in waiting areas.
- Individuals who have an infectious illness or have recently been exposed to an infectious disease should not visit patients.
- To avoid stress and fatigue for the patient we recommend that only two people visit a patient at one time. Large groups are encouraged to wait in the first floor lobby.
- Visitors may eat their meals in the patient rooms; however, we request that all items, including wrappers and leftovers, be removed from the patient's room.
- To benefit patients, visitors, and personnel, all visitors are required to conduct themselves in a courteous manner. Any visitor who exhibits threatening or abusive behavior or uses profane or vulgar language or gestures will be asked to leave the hospital premises.
- Children must be accompanied by an adult at all times and should visit for no longer than 30 minutes.
- Children who are noisy or disturbing others may be asked to leave.
- Children who have an infectious illness or have recently been exposed to an infectious disease should not be in any patient care area.
- All adults accompanying children should observe and be aware when the hospital environment is upsetting or frightening to a child.
Smoking
Harlingen Medical Center is a smoke- and drug-free facility. Texas Revised Statute 36-601.01 prohibits smoking in any medical facility. The hospital recognizes the hazards of smoking and enforces a "no smoking policy" throughout the facility. In addition to prohibiting smoking indoors, smoking is discouraged within 20 feet of the building. Please speak to your physician about alternative measures.
Use of Electronic Devices
Our Biomedical Engineer must certify all electronic equipment, such as radios or laptop computers that patients bring to the hospital. Please let the staff know if you have these.
Telephone
Your friends and family may call direct to your room from 7:00 AM to 9:00 PM. Patients can place calls 24 hours a day. For local calls, first press "9," wait for the dial tone and then dial the number you need. For long distance calls, press "9" plus "0" for direct access to a long distance operator. Long distance calls can be placed collect, third party or with a credit card. Long distance calls cannot be charged to your hospital bill. The main number to the hospital is: (956) 365-1000
Cellular Phone Use
Cellular phones may only be used in the main lobby and in the dining area. They may not be used in patient care areas because they can interfere with patient monitoring equipment.
The phones used by the staff only work within the hospital and do not interfere with the patient monitoring equipment.
Pet Policy
Pets are not allowed at Harlingen Medical Center with the exception of guide dogs or certified therapy dogs.
Fire Drills
As required by regulatory agencies, our hospital routinely participates in fire drills. Do not be alarmed. During a fire drill alarms will sound and doors may be closed. In the event of a true emergency, the hospital staff will guide and assist you to a safe area.
Dining
The dining area is located on the first floor. When it is closed, vending machines are available adjacent to the dining area.
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Miscellaneous
Volunteer Program
Harlingen Medical Center maintains a team of volunteers who are considered an intricate part of our facility. The volunteers help provide you, our patient, with the little extras that go toward making your stay here as pleasant as possible.
You will recognize our volunteers, as they will be wearing blue vests and nametags. You will meet our volunteers throughout the hospital and they may visit you. If you are interested in volunteer opportunities, please call the Volunteer Coordinator at 365-1848.
Organ Donations
Donation of organs and tissues are a gift of life and health for many people with serious or life-threatening disease. Organs that can be donated are kidneys, liver, heart, and lungs. Tissues for donation include corneas, bone and skin.
Harlingen Medical Center works with the Texas Organ Sharing Alliance (TOSA). Contact your nurse if you would like to talk with someone about becoming a donor.
Restaurants, Shopping and Hotels
Harlingen Medical Center is located within a short distance of several restaurants and shopping facilities. Some nearby hotels may provide discounts to family members of patients admitted to Harlingen Medical Center. Please contact the Concierge at (956) 365-1832 for information.
Lost & Found
If you have lost a personal item, please inform your nurse for assistance in locating the item.
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Understanding Your Hospital Bill
Harlingen Medical Center's Business Office routinely files all necessary hospital claims to insurance companies for reimbursement. The patient, however, is ultimately responsible for paying the bill. It is extremely important that the hospital be given all information regarding the patient's insurance as soon as possible so that the Business Office can verify it is in effect and determine the nature of coverage.
If insurance coverage is insufficient, payment for services rendered is due by one of the following methods:
- Deposit made before or upon admission
- Payment made during your hospital stay
- Cash or other payment upon discharge
Payment and/or deposit may be made with cash or a credit card such as Master Card, VISA, Discover and American Express, as well as check.
Inquiries regarding payment or deposit requirements for your services may be discussed with a Business Office representative at (956) 365-1865.
Medicare requires that your hospital admission and continued stay be justified for medical necessity. If continued stay is not medically necessary, Medicare will not pay for it. You have the right to appeal any written notice that states Medicare will no longer be responsible for your bill. Please ask your nurse to have someone from Case Management contact you if you wish to appeal a Medicare denial decision.
We are aware that hospital bills are sometimes difficult to understand because of the various requirements imposed on the hospital by health insurance carriers.
Your statement of account will include only those services rendered to you by Harlingen Medical Center. Services provided by your doctor, surgeon, anesthesiologist, pathologist, radiologist and any other consulting physician will be billed by their respective office. If you wish to have your statement of accounts clarified, you can call the Harlingen Medical Center's Business Office at (956) 365-1865.
Most insurance plans do not cover 100% of your hospital stay. Your co-pay or deductible is expected to be paid at the time of service. If you are unable to pay the balance in full, you can make arrangements for installment payments by calling (956) 365-1865.
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