for patients, families and visitors
At Pitt County Memorial Hospital, our staff is committed to serving your needs
and to making your stay at our hospital the best experience possible. We take
a team approach in assuring safe, quality healthcare. Recognizing that patients
and their families are essential members of this team, we encourage you and
your family members to actively participate in your plan of care. We take our
responsibility to care for you seriously. Please take a few minutes to read this
booklet. We hope it answers any questions you have about your stay here. If you
still have questions, ask any one of our staff members. We are here to help.
FOR CHOOSING PITT COUNTY MEMORIAL HOSPITAL
University Health Systems
Pitt County Memorial Hospital (PCMH) is part of University Health Systems
of Eastern Carolina, one of the largest health service providers in North
Carolina. University Health Systems is made up of community hospitals,
physician practices, home care and other independently operated health
services throughout the 29 eastern counties. PCMH is one of four academic
medical centers in North Carolina and serves as the teaching hospital for the
Brody School of Medicine as well as the schools of Nursing and Allied Health
at East Carolina University and local community colleges.
To enhance the quality of life of the people and communities we serve,
touch and support
Where incredible people provide incredible care … every day
Excellence … our standard
Compassion … our distinction
Teamwork … our advantage
Education … our investment
Innovation … our future
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IMPORTANT TELEPHONE NUMbERS
The following is a list of frequently dialed numbers. Remember, if you are dialing a hospital department from
within the hospital, dial 7 and then the last four digits of the number.
Hearing and speech impaired individuals can call any of the telephone numbers listed below from within the
hospital by using the RELAY NC service by first dialing 9 and then 1-800-735-2962. You will need to give the
RELAY operator the full telephone number, including the 252 area code of the department you wish to contact.
When calling into PCMH from outside the hospital, use RELAY NC by dialing 711.
Team Help| 847-2223
Call this number if you notice serious medical changes in the patient and you are concerned that there is a medical
emergency that needs immediate attention. Please discuss these concerns with the nurse first.
Patient Safety | 847-2223
During the course of your treatment, if you have any safety concerns, please share them first with your nurse or
nurse manager. If after speaking to the nurse manager or you feel that your safety concern is of an urgent nature,
please contact Team Help directly at 847-2223.
Service Quality | 847-8411
If you have any compliments or complaints, please share these first with your nurse or nurse manager. If you feel that
after sharing your concerns you still need additional assistance, please contact our Service Quality office at the num-
ber above and leave a message. Please include your name, date of birth if you are a patient and a number at which
you may be reached. One of our staff will return your call by the next business day.
Chaplains | 847-4790
To request a visit from one of our chaplains or to notify your clergy that you are in the hospital
Financial counselors | 847- 4472
To talk with someone about making arrangements to pay your bill
General information | 847-4100
To reach the switchboard to find the number for departments within the hospital
Gift shop | 847-4250
To order flowers or a gift
Hospital police | 847-8568
Lost and found | 847-5000
To find personal items lost while you were hospitalized
Parking | 847-5376
Patient information | 847-4476
To find the location of a patient once he or she is admitted
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Getting settled HOSPITAL PHONES MENU SELECTION
For local calls outside the hospital, You will receive a menu unless you are
dial 9 and then the number. To call a on a clear liquid, full liquid or renal
While you are in the hospital, it is
number within the hospital, dial 7 and diet. The menu for the next day’s selec-
important for you and your doctor to
then the last four digits of the number. tion will be on your lunch tray. Please
talk about your medicines. Inform your
For example, if the hospital number is hand the menu to the staff member
healthcare team of everything you are
847-1234, you would dial 7-1234. who takes your tray after you finish
taking including prescription medi-
lunch. If you do not receive a menu,
cines, over-the-counter medicines, To dial a number at the Brody School
ask a staff member to bring one to
vitamins, herbal products and health of Medicine, dial 4 plus the last
you. If you are not able to eat the food
food store products. four digits of the number. To reach
on the menu, please inform the nurse.
744 -1234, for example, you would
You should give your personal sup- A representative from Food and Nutri-
dial 4 -1234.
ply of medications to your nurse tion Services will visit you to help select
until you leave the hospital or give VALUAbLES food that is permitted on your diet.
them to someone to take home for If you brought valuables such as
If you are scheduled for a test or pro-
you. Do not take medicines that you jewelry or cash to the hospital, please
cedure, check with your nurse before
brought to the hospital from home send them home with a family mem-
you eat or drink.
unless your doctor or someone on ber or friend. If you must keep valu-
your healthcare team tells you that ables with you, ask your nurse to lock CELLULAR PHONES
it is OK. them in the hospital safe. When you Cell phones can interfere with sensitive
are ready to be discharged, remember patient care equipment, so please do
Let your doctor and nurse know if you
to ask your nurse to get your valuables. not use your phones in patient rooms
have any allergies to foods or drugs or
Behavioral Health units may have addi- or other designated restricted areas.
have ever had a bad reaction to any
tional guidelines regarding valuables. Cell phones pose no threat when used
drug, food or latex product. Ask your
in a hallway or lobby area, so feel free
nurse about your medicines — what
to make your calls in those areas.
they are, what they look like, what they
do, at what times they are given and
what side effects you should expect
or report. Your nurse will bring you the
medicines ordered by your doctor.
Speak up if your doctor or nurse does
something that doesn’t seem right.
Before you are given any medication
or treatment, you will be asked for your
name and birth date. Make sure the
healthcare provider has identified you
correctly before he or she administers
any medicine or treatment.
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MAIL, FLOwERS ANd TObACCO -FREE POLICY Once your video has begun playing
bALLOONS Pitt County Memorial Hospital is a you may pause or cancel by dialing
In most cases, mail and flowers come tobacco-free campus, so please do back into the system, re-entering the
directly to your room. To ensure accu- not use tobacco products on hospital phone extension and following the
rate delivery of mail, tell the sender grounds. This policy applies to all staff, voice prompts.
to prominently display your name patients, family members and visitors. Check with your nurse to see if there
and room number on the envelope. If you smoke and would like informa- are special videos that your doctor
Our mailing address is PO Box 6028, tion on quitting, please let your nurse would like you to view.
Greenville, NC 27835. For your safety or doctor know.
and welfare, live plants and flowers are We also provide the C.A.R.E. (continu-
VIdEO-ON-CALL ous ambient relaxation environment)
not allowed in critical care units and in
Video-on-Call service is provided channel to help patients relax. The
certain other rooms. All patients under
for patient education on your room music and videos shown are geared
nine years old may not have latex bal-
television. Short educational videos to the human heartbeat and a star-
loons or inflated latex gloves because
are available to you 24 hours a day. You field is shown at night. This service is
they are a choking hazard.
can access the available categories and on channel 6.
CAREPAGES titles by using the telephone. Videos
We invite you to take advantage of will be played on a channels 62-69. ELECTRICAL APPLIANCES
CarePages, an Internet-based service Electrical appliances can sometimes
To access the system: cause fires or injuries, so we ask
that allows you to set up a secure, easy
Call extension 7-6700 on the phone in that you not bring devices such as
and personalized web page on which
your room. Enter 7 then the last 4 dig- curling irons to the hospital. When
patients, family members or friends
its of your room phone and follow the approved by your doctor or other
can post condition updates or send
voice prompts and menus. The instruc- healthcare team members, you may
notes of encouragement and support.
tions will tell you which channel to bring personal medical equipment
Friends and family can stay up-to-date
turn to and the categories will appear from home. Please advise your nurse
since they’re automatically e-mailed
in alphabetical order. To access more before using any electrical appliance
when you post a new update. You may
categories select the number 9 on the in your room. Behavioral Health units
set up a free CarePage through the
phone until you reach the category have additional information regard-
hospital’s website at www.uhseast.com
you are interested in viewing. ing electrical appliances.
by clicking on the CarePage logo or by
going to www.carepages.com.
PCMH offers wireless Internet access
throughout the hospital. Feel free to
take advantage of this service to check
your e-mail and keep in touch with
family, friends and work.
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Taking part in We ask you or a loved one to: • Work with your healthcare team to
• Check the information on your plan your care.
your care identification band for accuracy. • Let us help you out of bed until you
When it comes to safety, patients
• Clean your hands often and are able to do this on your own. We
and families play a critical role. The
remind your family and visitors to do not want you to fall.
staff at our hospital is committed to
do the same. • Speak up if you have concerns.
keeping you safe and wants you and
• Be a good communicator. Be clear • Respect other patients, families, staff
your family to be partners with your
and accurate about your medical and hospital policies.
history, personal habits and medica-
As partners, staff members pledge to PATIENT SAFETY
tions (prescription, over-the-counter,
always: Your safety is important to us. Your
dietary and herbal supplements).
• Introduce themselves and always nurse and nurse manager are com-
• Name a trusted family member or
wear an identification badge. mitted to providing you or your
friend to be your decision-maker
• Treat you with respect and dignity. loved one with safe, quality medical
in case there are times that you
care while you are a patient with us.
• Honor your privacy. are unable to do this for yourself.
Please feel free to express any com-
• Clean their hands before working If there is an advanced directive in
pliments or concerns regarding your
with you. place, the decision-maker should
safety with them first. If you feel your
• Check your identification before be the person designated as the
safety concern is of an urgent nature,
medications, procedures and healthcare power-of-attorney. North
please contact Team Help directly at
treatments. Carolina law dictates a specific order
• Explain your care and treatment. of decision making if no healthcare
power of attorney is in place and You may also call the Joint
• Listen to your thoughts, questions
you are unable to make decisions Commission (TJC) Hotline a 1-800-
for yourself. 994-6610, 24 hours a day, 7 days a
• Work with you to plan your care. week; however, staff members are
• Ask questions. To help you remem-
• Ask you if you have any safety con- only available to answer calls Monday
ber your questions, it is helpful to
cerns and take steps to address them. through Friday from 9:30 am until 6:00
write these down. If you do not have
• Ask you about your pain and keep a notepad at your bedside, ask your pm (EST). You may leave a message at
you as comfortable as possible. nurse for one. other times.
• Welcome your feedback.
TEAM HELP RESPONdS TO SERIOUS MEdICAL CHANGES
At PCMH, we are dedicated to improving the delivery of or her first of your concern. The nurse will then call on the
healthcare for our patients. Team Help is a program that primary medical team.
includes family members as part of the overall care team.
If you are still concerned after speaking with the nurse and
When activated, Team Help involves the patient’s nurse,
your primary medical team, you can reach Team Help at
primary medical team and specialized medical personnel
847-2223. Please remember that Team Help is designed to
to provide immediate patient care.
respond to serious medical changes in patients who need
When a nurse or family member is concerned about a immediate attention.
serious medical change in the patient such as bleeding or
difficulty breathing or when something just doesn’t seem We appreciate family participation as we strive to care for
right, they can call Team Help. Your nurse is the first step in your loved ones.
activating this program, and you should always notify him
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PROTECTION FROM You have the right to file a griev- Family and visitor
INFECTIOUS dISEASE ance directly with the North Carolina
Department of Health and Human
Hand washing is the best way to Patient - and family-centered care is
Services, Division of Health Service
prevent the spread of germs. To very important at PCMH. Family mem-
Regulation, formerly known as the
prevent the spread of germs among bers and friends are recognized as a
Department of Facility Services. You
patients and healthcare team mem- major support system for patients.
may call 1-800-624-3004 or mail your
bers, everyone involved in your care
information to their office at 2711 Family members can be anyone with
will wash their hands often and wear
Mail Services Center, Raleigh, NC whom you have a genetic, legal or
gloves, gowns and masks as needed.
27699-2711. emotional relationship. You decide
We expect you to ask your healthcare
team members if they have washed If you are a Medicare beneficiary, you who your family members are and
their hands before they care for you. have the right to refer a concern about how you would like them involved in
In certain circumstances, patients may the quality of your medical care to The your care. It is our belief that family
be placed on isolation to prevent the Carolinas Center for Medical Excel- members are a significant and posi-
spread of germs. If you are on isola- lence (formerly the N. C. Medicare tive force in your recovery. We do not
tion, ask your nurse to explain what Quality Improvement Organization) consider your family members visitors.
precautions are being taken and why. at 1-800-722-0468 or 919-380-9860. According to your preference, family
If you need help with this process, call members can generally remain with
If your healthcare team members you during the course of your hospital
Service Quality at 847-8411.
are exposed to your blood or other stay. If you would like an adult family
body fluid, your blood may need to An organization may not threaten, member to remain with you overnight,
be tested for infectious diseases. Your intimidate, coerce, discriminate please discuss this with your nurse
cooperation helps us protect other against or take other retaliatory action to assure that adequate space and
patients and healthcare workers from against an individual or others for accommodations are available.
infectious diseases. filing a complaint.
Visitors, other than family members,
COMPLAINT ANd YOUR RIGHT TO PRIVACY are encouraged to visit during hospi-
GRIEVANCE PROCESS You have a right to have your pro- tal visitation hours. For most patient
We have a complaint and grievance tected health information kept pri- care areas, visitor hours are from
process to address any concerns you vate according to the guidelines of 9:00 am-2:00 pm, 4:00 pm-6:30 pm
may have about the services provided the Health Insurance Portability and and 7:30 pm-9:00 pm. Quiet time is
for you. If you have a complaint, Accountability Act (HIPAA), and you observed from 2:00 pm-4:00 pm. In
please share it with the nurse and the have a right to file a complaint if you an effort to promote the best healing
nurse manager first. If your complaint believe your health information has environment, we ask that all visitors
is not resolved to your satisfaction, been used or disclosed improperly. allow this time for patients to rest.
please call the Service Quality office Copies of the complete Notice of
at 847-8411, and they will be happy Because some patient care areas
Privacy Practices are available at all
to assist you. When calling, please may have different hours during
registration sites and on our website,
leave a message including your name, therapies or other designated peri-
date of birth if you are a patient and a ods during the day, family members
number at which you may be reached. and visitors should coordinate visits
One of our staff will return your call by with you or your decision-maker and
the next business day. the nursing staff.
6 | www.uhseast.com
Over the course of your hospital • Please only enter the patient’s room • Please do not use tobacco products
stay, there may be fluctuation and that you are here to visit. anywhere on the hospital’s campus.
change in the visiting schedule due • Please help create a restful and heal- • Cellular phones may be used only in
to changing needs and preferences ing environment by keeping voices specific areas of the hospital.
of you and your family. You or your low and avoiding unnecessary noise. • Patients under nine years old may
decision-maker, in conjunction with • Children under 12 should always be not have latex balloons or inflated
your nurse and healthcare team, may under the direct supervision of an latex gloves.
make additional limitations for visi- adult other than the patient. Children • Please always wear shirts and shoes.
tors. According to your preference, should obtain a child’s pass at the • No weapons are allowed in the
clergy can visit at any time. Behav- Information Center in the main visi- hospital.
ioral Health units have additional tors’ lobby.
information regarding visitation. • Family and visitors may be asked to
• Visits by children under 12 should leave the premises if they become
For the safety and comfort of you, your always be coordinated with the disruptive or interfere with the
loved ones, other patients and staff patient’s nurse and information and general comfort and care of other
members, please keep these guide- access should be developmentally patients, visitors or staff.
lines in mind: appropriate. There are also a variety
of ways other than visiting that chil- These guidelines promote visits that
• Check in with the staff before enter- are positive and safe experiences for
ing the patient care unit. dren under 12 can stay in touch with
their loved ones. These include send- patients, their families, visitors and
• To prevent the spread of infection, hospital staff. These guidelines may be
ing notes or letters, poems, artwork,
wash your hands each time you enter limited or restricted by the patient, the
tapes of talking, reading or singing,
and leave the patient room or unit. patient’s decision-maker, hospital staff
photos and by making phone calls.
• Do not visit if you are feeling ill or or doctors.
if you have signs of an infection or
• Family and visitors should follow all
isolation precautions as instructed by
• To help patients recover, visitors are
asked to limit visits to 30 minutes.
• Visits should be brief, quiet and
pleasant. Please try not to tire
• Due to space limitations in the
patient rooms, the preferred num-
ber of visitors is no more than two
at a time.
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Helpful information dINING SERVICES RONALd MCdONALd HOUSE
Family members and visitors may The Greenville Ronald McDonald
purchase food and beverages in the House is located near the hospital
Attendants in the hospital information
hospital cafeteria or snack bar. The and provides temporary housing for
center, located in the main visitors’
hospital cafeteria is open during the seriously ill children and their families
lobby, can tell you about nearby motels
following hours: while they receive treatment at the
and hotels that offer reduced rates to
hospital. Families who wish to stay in
patients’ families. Some also offer spe- Breakfast . . . . . . . . 6:15 am – 10:15 am
the Ronald McDonald House must be
cial services, such as transportation. Lunch . . . . . . . . . . .11:00 am – 2:00 pm
referred by a social worker. Contact a
Limited service . . . .2:00 pm – 4:00 pm
bANKING social worker on the patient’s unit for
(Deli, salad bar, snacks and beverages)
An ATM is located in the main visi- more information.
Dinner . . . . . . . . . . .4:00 pm – 8:00 pm
tors’ lobby, and a number of banks are
Late night service . . 1:00 am – 3:00 am LOST ANd FOUNd
within walking distance of the hospital.
The cafeteria is located off the corridor If you lose personal items while you are
bUS SERVICE hospitalized, call the Risk Management
to the North Tower. Take a left around
Greenville Area Transit (GREAT) pro- Office at 847-5000 or send an email to
the main entrance elevators and follow
vides regular bus service to the front of firstname.lastname@example.org.
the signs to the cafeteria.
the hospital. To get information about
Our snack bar, located in the main visi- PARKING
bus schedules, call 329-4532 or check
tors’ lobby, is open 24 hours a day. The Family members and visitors may park
with the hospital information center
Greenville Service League operates in the lot directly in front of the hospi-
in the main visitors’ lobby. Hospital
the snack bar. Proceeds are used to tal for a small fee. A 24-hour parking
shuttle buses run to various locations
help support approved hospital equip- pass is available at the cashier’s booth
around the campus.
ment and special service needs. in the parking lot exit drive. When
CHAPEL patients are hospitalized for extended
The Memorial Interfaith Chapel is Another dining option, called The stays, family members and visitors can
located just off the main visitors’ lobby Café, is located on the first floor of the purchase a seven-day pass from the
on the first floor. The chapel is open East Carolina Heart Institute. Hours are parking lot cashier.
to everyone for quiet meditation and 6:15 am to 8:00 pm daily.
Handicapped parking can be found
prayer. Worship services are held each HOPE LOdGE in every visitor’s lot. If all handicapped
Sunday at 9:00 am and are broadcast The American Cancer Society McCon- parking spaces are full, please ask a
on channel 3. Services to commemo- nell-Raab Hope Lodge offers lodging parking lot attendant for assistance.
rate special holy days are broadcast as at no cost for adult cancer patients
well. A selection of religious literature being treated in the Greenville area. SAFETY dRILLS
is available in locations throughout the Your Greenville-area doctor or health- While you are hospitalized, you may
hospital or by calling 847-4790. care professional must refer you. hear an alarm for a fire or disaster
Patients are accepted on a first-come, drill. These routine drills are designed
first served basis. to keep you safe. In the event of an
actual emergency, staff will assist you in
evacuating the area.
8 | www.uhseast.com
Patient services LANGUAGE SERVICES Spanish interpreters
At PCMH we understand the impor- To assist our Spanish-speaking
tance of communication between patients and caregivers, hospital
A hospitalist is a doctor specially
the patient and the healthcare team staff can page the PCMH Spanish
trained in hospital care. Some physi-
in order to provide you with the best Interpreters at 3140.
cians work with hospitalists to take
possible care. To ensure that our non-
care of their patients when they need Sign language interpreters for the deaf
English speaking patients and their
to be cared for in the hospital. During PCMH contracts with an outside vendor
families can effectively communicate
your stay at PCMH, a hospitalist may to provide deaf patients and caregivers
with staff, we offer a number of lan-
monitor your progress and condition. an on-site sign language interpreter.
guage services to meet your needs.
The hospitalist will consult with your Hospital staff should contact the Staff-
personal doctor to make sure all your All of these services are available 24 ing Information and Support Office
needs are met. hours a day, seven days a week, at (SISO) at 847-4470 to request an inter-
no charge to the patient. Patients are preter be sent to your area.
bECOME A FAMILY OF CARE
encouraged to use the professional
resources at PCMH rather than family
Family of Care Associates is a group of
members or friends. All interpreters
dedicated patients and families work-
used by PCMH are competent to inter-
ing in partnership with PCMH to pro-
pret in the medical environment, and
mote the highest quality care for our
all interactions between the patient
community. As an associate, you will
and staff are guaranteed to be kept
be given the opportunity to provide
input on many aspects of the patient
experience. Our associates help shape
polices and programs, review educa-
tion and hiring practices, advise on
facility design and much more. For
more information, call 847-6836.
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Symbols for visually - or hearing- You may call 847-4790 to request a SUPPORT GROUPS
impaired patients visit from a chaplain, or you may ask a Several support groups are avail-
If you have difficulty seeing or hearing member of the clergy of your choice to able for patients and families who are
others, please let your nurse know. With be notified that you are in the hospi- experiencing various health problems.
your permission, the nurse will place a tal. Chaplains are available 24 hours a These groups can offer caring support
card on your door with an eye symbol, day. Please ask your nurse to page the during and after your hospital stay.
for patients with difficulty seeing, or an on-call chaplain if you wish to speak to
For more information about our
ear symbol, for patients with difficulty a chaplain after normal working hours
support groups, contact one of the
hearing. These symbols will help alert and on weekends.
all staff to your special needs.
SERVICES FOR PATIENTS Cancer Services, 847-7867
Telephonic interpreting services wITH dISAbILITIES
PCMH also uses a telephone system to The hospital works hard to make sure East Carolina Heart Institute, 847-5755
provide interpreting services for over people with disabilities have access Regional Rehabilitation Center,
150 spoken languages. There are spe- to services and facilities. If you are a 847- 4400
cially designed phones located at the patient with a disability, you have the
nurse’s station on every unit to assist Women’s Center, 847-8263
right to certain reasonable accommo-
the non-English speaking patient with dations that will assist you with receiv- SUbSTANCE AbUSE
their communication needs. ing appropriate care at our facility. If PROGRAM
you have a disability and need help Patients experiencing problems or
Video interpreting services
while you are in the hospital, or if you issues with substance abuse during
PCMH also has access to over 150
have questions about our services for their stay should inform their nurse or
spoken languages (including Spanish)
people with disabilities, ask your nurse doctor. It is very important that you
in real-time video format through the
or contact the ADA/Section 504 Coor- provide your doctor with accurate
use of a mobile cart. There are medical
dinator at 847-6029, 8:00 am to 5:00 information regarding your alcohol
situations that require the interpreter
pm, Monday through Friday. or substance use. The presence of
be able to see both the patient and
these substances in your body may
staff in order to interpret the message This hospital supports and complies
affect your medical treatment. If you
accurately. In these instances, having a with the Americans with Disabilities
wish to speak to someone about your
video interpreter available is the most Act (ADA) and Section 504 of the 1973
substance abuse, please inform your
effective means of communication. Rehabilitation Act. If you have ques-
nurse or doctor.
American Sign Language is also avail- tions or concerns about these par-
able with the video interpreter service. ticular laws, please contact University
Health Systems’ designated ADA/504
Coordinator at the following address
Hospital chaplains are experienced,
and telephone number:
caring ministers who provide pastoral
services to patients and their families. ADA/Section 504 Coordinator
Chaplains make regular hospital visits, Pitt County Memorial Hospital
receive referrals and are available to P .O . Box 6028
talk about spiritual, religious, ethical Greenville, NC 27835-6028
and other life issues while you are in
the hospital. Our hospital chaplains will
also, upon request, perform religious
rites such as baptisms, child dedica-
tions and communion.
10 | www.uhseast.com
Going home • Ask your doctors and nurses in • Ask your nurse what time you
advance about wound care, diet, expect to be discharged. Call the
Advances in hospital care and com-
exercise, prescriptions and fol- person picking you up and ask that
munity support have reduced the
low-up care. they arrive 30 minutes prior to your
amount of time patients stay in the
• Before you are discharged, ask expected discharge.
hospital. Whether you have a planned
or unplanned hospital stay, it is someone to take home flowers • If you will need help at home,
important that you begin planning and personal items that you are arrange to have someone there
for discharge as early as possible so not using. when you arrive.
that you will be ready to return home dAY OF dISCHARGE • If you are taking a child home, be
when that day arrives. • Ask your nurse if you have any ques- sure you have a properly installed
tions about your discharge instruc- car seat that is the right size for the
On the day of your discharge, our goal
tions, the date of your follow-up child’s age and weight.
is to have you ready to leave the hospi-
appointments or the medications AFTER dISCHARGE
tal by 11:00 am.
you will be taking at home. • To make sure your transition to
bEFORE dISCHARGE home goes well, you may receive
• Be sure to arrange for a ride home. a call from one of our nurses after
• Your doctors, nurse and other staff your discharge.
members will work with you and your
family about how to take care of
yourself at home.
• Nurse and social work case manag-
ers are available to help you arrange
for nursing home care or special
health services in your home. For
more information, call 847-4490.
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Other information FRAUd ANd AbUSE dOCTOR FEES
Pitt County Memorial Hospital is com- Your hospital bill does not cover fees
YOUR ExPERIENCE IS
mitted to doing business in a lawful charged by doctors who cared for
IMPORTANT TO US
and ethical manner and is also com- you or who were consulted about
Patients and families have a right to
mitted to obeying all federal, state and your care. These doctors will send
expect excellent care, privacy, respect
local rules and regulations to prevent you bills for their services. If you
and information about their care. After
fraud and abuse. If you are aware of had surgery and x-rays, you will also
your discharge, you may receive a
any potential fraud or abuse issue, receive bills from the anesthesiolo-
survey that lets us know how we are
please inform the Compliance Officer gist and radiologist.
performing. This survey focuses on
at 847-0125 or call our toll-free hotline
your patient care experience at PCMH. FINANCIAL COUNSELORS
number at 1-888-777-2617. Issues may
We recognize that every point of con- If you think you may have difficulty
be reported anonymously.
tact at PCMH determines how you feel paying your bill or if you have ques-
about your experience and we value YOUR HOSPITAL bILL tions after your insurance pays, our
your input. This survey, the Hospital Your bill is an accounting of the counselors are available to assist you.
Consumer Assessment of Healthcare services you receive while you are in You can talk with financial counselors
Providers Survey (HCAHPS), is used the hospital. If you do not understand in your room or in their offices. Please
nationally and allows patients and hos- the charges, please contact Financial call customer service Monday through
pitals across the country to compare Services at 847-4472 to request an Friday from 8:00 am to 5:00 pm at
patient care experiences. Please take explanation. 847-4472 or 1-800-788-4473.
the time to answer these questions.
PAY bILLS ONLINE
Your feedback will help us improve our
You may pay your bills online using
services and maintain our high stan-
MasterCard or Visa credit cards. To
dards for quality of care.
take advantage of the online bill pay-
SUICIdE HOTLINE ment feature, go to www.uhseast.com.
A suicide hotline is available by call-
ing 1-800-SUICIDE or 252-758-HELP.
Calls from Pitt County are answered by
a local agency. Anyone who is thinking
about attempting suicide or who is con-
cerned about someone else attempt-
ing suicide may call these numbers 24
hours a day, 7 days a week.
12 | www.uhseast.com
ORGAN ANd TISSUE NONdISCRIMINATION • Obtain information about any profes-
dONATION POLICY sional relationships among individu-
Many people recognize the impor- This hospital does not discriminate als who are treating you.
tance of donation and find comfort in its activities or programs, or in • Consult with another doctor at your
knowing that lives can be saved admission, access to treatment or own request and expense. Medical
through these precious gifts of life. employment, on the basis of race, or hospital staff will assist in securing
Organ, eye and tissue transplants gender, color, national origin, religion, a consultation if requested.
offer patients a new chance at healthy, disability or age. • Receive from your doctor informa-
productive and normal lives and tion necessary to give informed
returns them to their families, friends Patient rights and consent before the start of any pro-
and communities. One organ donor
can save the lives of eight people
responsibilities cedure and/or treatment, except in
AS AN AdULT PATIENT, YOU emergencies. Such information for
and enhance the lives of as many as informed consent should include,
HAVE THE RIGHT TO:
fifty through tissue donation. At the but not necessarily be limited to
• Considerate and respectful care in a
time of death, legal next of kin will be the specific procedure or treat-
contacted if there is an opportunity for ment, the medically significant risks
organ, tissue or eye donation. • Treatment without discrimination
involved and the probable duration
based on race, color, religion, sex,
If you have already given consent for of incapacitation and significant
sexual preference, national origin or
organ and eye donation as designated medical alternatives.
source of payment.
on your driver’s license/NC DMV • Obtain from your doctor complete,
• Quality care given by competent
Registry, it is important to let your fam- current information, in layman’s
personnel and high professional
ily know of your decision. If you have terms, concerning your diagnosis,
standards that are continually main-
not designated your wishes on your treatment and prognosis. When it is
tained and reviewed.
driver’s license, your legal next of kin not medically advisable to give such
• Expect that emergency procedures
will be contacted to make the deci- information to you, the information
will be implemented without unnec-
sion for you. You can state your wish to will be available to your authorized
become a donor by adding a heart to legal representative.
your NC driver’s license or by going to • Freedom from abuse or harassment.
• Comfort, including information
www.donatelifenc.org and designating • Know what hospital rules and about pain, and access to staff who
your wishes. For more information, regulations apply to your conduct are committed to pain relief. You are
contact Carolina Donor Services at as a patient. entitled to a quick response to your
800-200 -2672 or by visiting their web- • At your request, have a family mem- complaints and to dedicated pain
site at www.carolinadonorservices.org ber and your doctor notified of your specialists who can provide state-of-
hospital admission. the-art pain control measures.
• Be informed about the outcome • Be free from needless duplication of
of your care including unanticipated medical procedures.
outcomes. • Refuse treatment to the extent
• Participate in your plan of care. permitted by law and to be
• Know the name of the doctor informed of the medical conse-
responsible for coordinating your quences of your action.
care and the names and functions of
others involved in your care.
www.uhseast.com | 13
• Be informed about potential partici- • Expect reasonable continuity of care. • Speaking up and asking questions if
pation in a research study or in an You have the right to know of your you do not understand your treat-
organ or tissue donor program. You continuing healthcare requirements ment plan and your role in the plan.
have the right to refuse participation following discharge. • Following the treatment plan rec-
in such programs and may withdraw • Examine and receive an explanation ommended by the doctor primarily
from them at any time. of your bill regardless of source responsible for your care.
• Not be restrained or put in seclusion of payment. • Making informed decisions about
unless necessary for your safety or • Information about financial resources your care.
the safety of others. that may help you pay for your care. • Making sure the hospital has a copy
• Personal and informational privacy • Request assistance with ethical issues of your written advance directive if
in accordance with HIPAA regula- regarding your care. you have one.
tions and hospital policies related • Receive spiritual and emotional sup- • Asking about pain management,
to privacy. port and care by a religious official. including what to expect and options
• Not be awakened unless medically Your religious practices will be sup- for pain relief, letting us know if your
necessary. ported as much as possible. pain is not relieved and talking about
• Every consideration of privacy about • Make advance directives. The hospi- fears and worries related to pain. You
your own medical care program. tal staff will comply with these valid should take an active part in your
Case discussions, consultations, advance directives. pain management plan and ask for
examinations and treatments are • Assistance communicating effectively relief when you first feel pain.
confidential and should be con- with caregivers. • Making reasonable accommodations
ducted discreetly. Those not directly to the needs of the hospital, other
• Be told who to contact to file a
involved in your care must have your patients, medical staff and hospital
permission to be present. employees.
• Behavioral Health patients may
• Expect that all communications • Providing necessary information for
have additional rights per North
and records pertaining to your care insurance claims and for working
should be treated as confidential. with the hospital to make payment
• Access to all information in your
AS A PATIENT, YOU ARE arrangements, when necessary.
medical record. When it is not medi- • Recognizing the impact of your life-
• Providing, to the best of your knowl-
cally advisable to give the informa- style on your personal health.
edge, accurate and complete infor-
tion to you, the information will be • Keeping appointments that are
mation about present complaints,
available to an appropriate person arranged for your continuing care.
past illnesses, hospitalizations,
on your behalf.
medications and other matters relat- • Accepting responsibility for the
• A complete explanation of the rea- medical results if you refuse treat-
ing to your health. Some patients
sons for a transfer to another facility ment and do not follow your health
find it helpful to carry a list of their
and the alternatives. The institution providers’ instructions.
to which you are to be transferred
• Informing your caregiver if you • Conducting yourself in a way that
must first accept you.
anticipate problems in following the respects the rights of other patients,
• Request a transfer to another room if staff members and hospital property.
another patient or visitors in the room
are unreasonably disturbing you.
14 | www.uhseast.com
Rights for children • You have the right to know all of the • You can wear your own clothing most
people who take care of you in the of the time and keep your special
and teens hospital. You and your family can things with you.
YOU ANd YOUR FAMILY meet with them to plan what is best • You can talk or play with people who
HAVE A RIGHT TO: for you. know how to help when you have
Respect and personal dignity • You have a right to treatment without questions or problems.
• You are important. We want to get to discrimination based on race, color, • You can ask to be moved to another
know you better. religion, sex, sexual preference, room if you are uncomfortable or
• We will tell you who we are, and we national origin or source of payment. unhappy, and we can try to make this
will call you by your name. We will
Emotional support happen if we can.
take time to listen to you.
• When you are in the hospital, you Care that respects your need to grow,
• We will honor your privacy. might feel scared, mad, lonely or play and learn
Care that supports you and your family sad. You can let people know how • We will consider all your interests
• You and your family are important. you feel. It is okay to cry or complain. and needs, not just those related to
We will work together to make • You can have your family with you as your illness or hospitalization.
you feel as safe and comfortable much as possible. When this is not • You have the right to rest, to play
as possible. possible, the other people caring for and to learn. We will make sure that
• All families are different. We want to you will explain why. you have places and times for the
learn about what is important to you • We can help you meet other children things children your age need to
and your family. and families who have had similar grow and learn.
• You, your family and caregivers will experiences to yours.
plan how the important people in
your life can visit you.
Information you can understand
• We will explain things to you. We will
speak in ways that you can under-
stand. You can ask about what is
happening to you and why.
• Someone who speaks your language
will help explain things to you.
• Someone from your family can be
with you when people in the hospital
are explaining things to you.
• You will be taken care of by doc-
tors, nurses and other people who
know how to take care of children
www.uhseast.com | 15
Make choices and decisions • You should tell us what you want for Meet financial obligations
• Your ideas and feeling about your child. • You are responsible for your child’s
how you want to be cared for • It is important for you to tell us hospital bill. Notify us if you need
are important. how you want to take part in your financial counseling.
• You can tell us how we can help you child’s care. Respect and consider the rights of
feel more comfortable. • You should tell us if you don’t others by
• You can tell us how you want to take understand something about your • Respecting their privacy.
part in your care. child’s care. • Keeping noise low, including voices,
• You can make choices whenever • If you are not satisfied with your TV, radio and video games.
possible. child’s care, please tell us. • Not smoking on the hospital
Provide appropriate care campus.
Family • You and the other members of the • Not bringing/using adult entertain-
responsibilities healthcare team work together to ment items, such as R-rated movies,
YOU HAVE THE plan your child’s care. adult magazines or adult websites.
RESPONSIbILITY TO: • You are responsible for doing the
Provide information things you agreed to do in this plan
• You have important information of care. If you cannot follow the plan,
about your child’s health. We need please tell us.
to know about symptoms, treatment,
medicines and other illness.
16 | www.uhseast.com
oUr familY. CarinG for YoUrs.
Pitt County Memorial Hospital | 2100 Stantonsburg Road | PO Box 6028 | Greenville, NC 27835- 6028
252-847-4100 | www.uhseast.com