Welcome
Welcome to Johnston Memorial Hospital (JMH). We are pleased that you and your physician have selected us to provide your medical care.
We know that hospitalization is never an entirely pleasant experience, but we will do our best to make you as comfortable as possible. If you have any questions or concerns, please don’t hesitate to ask your physician or your nurse. If your issue is not resolved to your satisfaction, please notify Administration to report your concern. JMH’s mission is to provide our community with excellence in healthcare.
It is our privilege to be your healthcare provider. Thank you for choosing Johnston Memorial Hospital.
Sincerely,
Sean McMurray, CHE
Chief Executive Officer
Your Accommodations
Your Room
Your room assignment at Johnston Memorial Hospital is based on your admitting diagnosis and the bed availability on the day of your admission. We offer private and semi-private rooms. Every possible effort is made to provide you with the type of room you desire. If you are unable to have the room you prefer on admission, a transfer will be made as soon as that type of room is available.
Calling Your Nurse
A button to call your nurse is located at your bedside (on the inside of the bed rails). When you press the button, the nurses’ station is alerted that you need assistance and a light flashes above your door. A staff member will respond to your signal as soon as possible.
Your Bed
Hospital beds are electrically operated and your nurse will show you how to work your bed properly. Your hospital bed is probably higher and narrower than your bed at home. Bedside rails are for your protection.
They may be raised at night or during the day if you’re resting, recovering from surgery, or taking certain medications.
Room Temperature
All rooms in the hospital are heated and air conditioned. If your room temperature is not comfortable, please notify the nursing staff.
Telephones and Television
Telephones
Telephones are provided in each patient room, except the critical care units. Patients may receive calls in their rooms and local calls may be made at anytime by dialing 8 and the number.
Long-distance and collect/toll calls can be made at any time by dialing 8-0 and the number. Long-distance calls cannot be charged to your room. You can make a credit card call or charge a long-distance call back to your home number.
For assistance, please call the hospital operator by dialing 0.
Television
Televisions are provided in each room. Please be considerate of other patients by keeping the volume low and by turning the TV off at bedtime.
Food and Nutrition
Food Service
Wholesome, nutritious, well-balanced meals are an important part of your treatment and recovery. Johnston Memorial Hospital makes every effort to provide nourishing meals that are prepared according to your doctor’s and dietitian’s orders.
Patients are served breakfast between 6am and 8 am; lunch between 11am and 12:30 pm; and dinner between 5pm and 6 pm. Occasionally, your meal may be delayed due to the scheduling of a special test or treatment. Whenever possible, you will be served promptly following your examination or test.
There are many different diets that your doctor and/or dietitian may order for you based on your medical condition. If you are placed on a Regular or Diabetic Regular diet, you will receive a menu with your breakfast tray from which you can order your meals for the next day. Please mark this menu and it will be picked up. If you have difficulty making menu selections, a member of the Dietary Department will be happy to help you. Call the Dietary Department for assistance. If your doctor or dietitian orders a complex special diet for you, then you will receive meals that have been tailored to your individual needs and will not receive a menu from which to order. If you need help eating your meal, please inform your nurse.
If you wish to have a family member or friend bring you food from the cafeteria, snack bar, vending machines, or outside the hospital, please make sure that the items that are brought to you are approved by your doctor/dietitian/nurse and are appropriate for your medical nutrition.
If a family member or friend wants to eat in your room with you, he/she may purchase a meal in the cafeteria or snack bar and take it back to your room.
Cafeteria
The cafeteria at Johnston Memorial Hospital is located on the second floor and is open daily for breakfast, lunch, and dinner.
Breakfast 6:00 am – 8:30 am
Lunch 11:00 am – 1:30 pm
Dinner 4:00 pm – 6:00 pm
Hospital visitors are welcome to eat in the cafeteria. Patients who have permission to eat in the cafeteria must have a card from the unit secretary in order to be served.
Snack Bar
Court Street Café is located on the first floor across from the Gift Shop. This snack bar serves a variety of grilled foods, breakfast food, salads, and homemade desserts. On the weekdays, it is open from 8am to 8pm and on the weekends from 12pm to 6pm.
Vending Machines
Snacks and beverages are available 24-hours a day in vending machines that are located on the second floor near the cafeteria and in the Emergency Department waiting area on the first floor.
Pain Management
Are You in Pain?
As a patient at this hospital, you can expect:
• Information about pain and pain relief measures.
• Concerned staff committed to pain prevention and management.
• Health professionals who respond quickly to reports of pain.
• Reports of pain will be believed.
• State-of-the-art pain management.
As a patient at this hospital, we encourage you to:
• Ask your doctor or nurse what to expect regarding pain and pain management.
• Discuss pain relief options with your doctors and nurses.
• Work with your doctor and nurse to develop a pain management plan.
• Ask for pain relief when pain first begins.
• Help your doctor and nurse assess your pain.
• Tell your doctor or nurse if your pain is not relieved.
• Tell your doctor or nurse about any worries you have about taking pain medication.
For Your Safety and Security
Partnering with Our Patients
Many hospitals across the country are working to make healthcare safety a priority. We encourage our patients to be active participants in their healthcare through the use of the “Speak Up” program, which was developed by the Joint Commission on Accreditation of Healthcare Organizations.
S peak up if you have any questions or concerns and if you don’t understand, ask again.
P ay attention to the care you are receiving. Ask questions when you don’t understand.
E ducate yourself about your diagnosis, medical tests, and your plan of care.
A sk a trusted family member or friend to be with you if you are unable to ask questions for yourself.
K now what medications you take.
U se a healthcare organization that has undergone rigorous on-site evaluations.
P articipate in decisions about your treatment. You are the center of your health care team.
Smoking Policy
Johnston Memorial Hospital is a nonsmoking facility. Smoking is not allowed on the hospital campus.
Wheelchairs
Wheelchairs are available on all nursing units, but getting in and out of them without assistance may be hazardous. Please ask for help from a member of the hospital staff.
Fire Drills
For your protection, the hospital conducts fire and disaster drills regularly. If a drill occurs while you are here, please remain in your room and do not become alarmed. The hospital is a fire-resistant building that has built in fire safety features. Also, the staff is trained in fire protection. Please do not use the elevators when an alarm is sounding.
Oxygen
Special regulations are in effect in areas where patients are receiving oxygen. Electrically-operated equipment, battery-operated devices, aerosol products, and items that produce a static discharge are not permitted in these areas. Absolutely no smoking is permitted in any room where oxygen is in use or on standby.
Medications
All medications you take while in the hospital are prescribed by your doctor, dispensed by the hospital pharmacy, and administered by a nurse or other authorized personnel. For your safety, patients are not permitted to administer their own medications or keep personal medications at their bedsides, unless approved by your physician.
Valuable or Lost Items
Patients are asked to leave large sums of money, jewelry, and other valuables at home. The hospital is not responsible for any personal belongings, which includes, but is not limited to, dentures/dental applications and glasses/contacts. In emergencies, money or small items may be placed in the hospital safe located in the business office. Contact your nurse for more information.
Your Hospital Team
The Medical Staff
The physician who admits you is responsible for directing your care while you are in the hospital.
Your physician, as the coordinator for your treatment program, should be consulted if you have questions about your illness. In some situations, your treatment program may be provided by a hospitalist.
Hospitalists are doctors whose primary professional focus is the general medical care of hospitalized patients. Their activities may include patient care, teaching, research, and leadership related to hospital care. Hospitalists help manage patients through the continuum of hospital care, often seeing patients in the emergency department, following them into the critical care unit, and organizing post-acute care.
At your request, a list of the hospital’s medical staff can be provided by your nurse.
The Nursing Staff
A team of professional registered nurses, licensed practical nurses, and nurse assistants provides 24-hour nursing care. You will be assigned to a floor with staff specially trained to care for you, depending upon your nursing needs. A nurse manager is responsible for directing and coordinating nursing care on each unit. If you have any questions or concerns about your nursing care, contact the nurse manager or dial “0”and ask for the nursing supervisor. A nursing supervisor is also available twenty-four hours a day.
Pastoral Services
We believe that total patient care demands attention to the spiritual, as well as the physical and emotional, needs of each patient. A hospital chaplain and community clergy are available to assist you and your family, whatever your religious tradition. Your priest, minister, or rabbi is always welcome to visit you while you are here. The chaplain’s office is located on the 3rd floor.
Dietitians
The hospital maintains a staff of registered dietitians, who work to make sure that your nutritional needs are addressed during your stay and that your diet is appropriate for your medical condition. They will be happy to answer any questions you may have about your diet, meals, supplements, tube feedings, or intravenous feedings.
Case Management and Social Services
A case managers or a social worker is assigned to each patient care area and are available to assist you and your family to determine your post-hospital care needs. Services include counseling, discharge planning (referrals to home health, durable medical equipment, long term care/rehabilitation facilities, and transportation), and follow-up with community, governmental, and private agencies. For more information, please call the case management office.
Housekeepers
A member of the housekeeping staff cleans your room daily. If there is a housekeeping problem in your room, tell your nurse and it will be taken care of as soon as possible.
Volunteers
Volunteers contribute many hours of service and financial assistance to the hospital. They supplement the services of the hospital staff in many ways and can be identified by their name tags.
Other Personnel
Many other health care professionals, including personnel from the Laboratory, Cardiopulmonary, Radiology, and Physical/Occupational Therapy, may visit you during your stay. In addition, the Johnston Memorial Hospital team includes many behind-the-scenes workers, such as accountants, engineers, secretaries, food service workers, and others who contribute greatly toward your well-being while you are here.
Special Services
Living Wills and Health Care Power of Attorney
If you are 18 or older and mentally competent, you have the right to make decisions about your medical treatment. If you want to control decisions about your health care, even if you are unable to make or express them yourself, you will need an Advance Directive. An Advance Directive is a set of instructions you give about the health care you want, in the event you lose the ability to make decisions for yourself.
There are three kinds of Advance Directives: a Living Will, a Health Care Power of Attorney, and Advance Instructions for Mental Health Treatment. You can obtain these forms from a nurse or from a case manager.
Bio - Medical Ethics Committee
There may be a time when you are called on to make a difficult decision about health care for yourself or for a loved one. This can often be a confusing, frightening, or painful task. Increased understanding among patients, families, and health care providers may lessen your fears and help relieve the burden that such difficult decision-making may cause. Johnston Memorial Hospital has a Bio-Medical Ethics Committee to help you in such circumstances. The Bio-Medical Ethics Committee is a group of people with various backgrounds who are educated on medical ethics and are prepared to listen and respond to you. They can help get all the facts you need to make a decision and they can offer feedback and suggestions. They will never come up with a final answer or tell you what to do. However, they do strive to help you reach a satisfactory conclusion. To get in touch with the Bio-Medical Ethics Committee, please notify the nursing supervisor. The nursing supervisor will initiate the process of forming the committee. A nursing supervisor is on duty 24-hours a day, seven days a week.
Interpreters
The hospital has access to interpreters for a number of foreign languages should a patient require it. Please notify your nurse if an interpreter is needed.
Patient Education
Channel 70 is the hospital’s closed-circuit television station, which features a number of health-related programs.
JMH offers a variety of support groups and educational classes. They cover specific health topics such as heart disease, cancer, diabetes, and maternal education. Please call the Education Department for more information.
Mail
Volunteers deliver letters and packages for patients each morning. Letters and parcels that arrive after you have been discharged are forwarded to your home. Stamps and stationery may be purchased in the Gift Shop. Outgoing mail may be left at the nurses’ station or given to a volunteer.
Flowers and Newspapers
Volunteers deliver flowers to your room.
Newspapers may be purchased from the newspaper stands located on the 2nd floor of the parking garage.
Notary Public
The services of a notary are available during business hours, Monday through Friday. For more information, please contact your nurse.
For the Hearing Impaired
A telecommunications device is available to help hearing-impaired patients or patients who want to communicate with a hearing-impaired relative or friend. For more information, please contact your nurse. Arrangements can also be made to have a person who uses sign language assist a hearing-impaired or deaf patient.
Family and Friends
Visiting Hours
Visitors can be good medicine for patients. Family members and friends are welcome to visit. However, patient care is our primary concern at Johnston Memorial Hospital, and, in order to enhance the quality of care, specific visiting hours have been established.
Medical/Surgical Floors:
10 am to 8 pm
Critical Care Unit:
9 am to 1 pm
3 pm to 6 pm
8 pm to 10 pm
Women’s Pavilion:
11 am to 8 pm
Children ages 12 and under are not permitted to enter the Women’s Pavilion, unless they are an immediate family member of a patient. This rule is intended to protect newborn babies who are highly susceptible to illness. Communicable diseases commonly carried by children pose a health risk to newborns. Also, the health of a newborn can be threatened if the baby comes in contact with a child who has recently received immunizations.
Newborn Intensive Care Unit (NICU):
9 am to 9 pm
NICU visiting hours could be subject to limitation based on the health condition of the baby.
Visiting Regulations
• No more than two visitors per patient at one time.
• Visitors should maintain a quiet environment and avoid unnecessary noise.
• Visitors in semi-private rooms should be considerate of both patients.
• Visitors must dress appropriately and must wear shirts and shoes.
• Children may visit for brief periods at the discretion of the nurse.
• Smoking is not permitted in the hospital or on hospital grounds.
• Visitors may be asked to leave the room during tests/treatments or when the doctor or nurse
needs to see the patient.
• People with colds, sore throats, or any contagious diseases should not visit patients.
Meditation Chapel
A meditation chapel is located on the third floor. Visitors of all faiths are welcome to visit the chapel for worship services, prayer, and quiet reflection.
Gifts for Patients
Visitors should check with the nurse before bringing gifts of food or drink to patients. Please check with the nurse to make sure your gift is appropriate. On the intensive care unit, please check with the unit regarding any gifts for patients.
Gift Shop and Flowers
The Gift Shop, staffed by volunteers, is open from 9 am to 8 pm during most weekdays. On the weekend, hours of operation are limited. The shop has gift items, jewelry, magazines, greeting cards, candy, and toiletries. Flowers are available for purchase from the fresh flower cooler located at the main entrance on the 1st floor.
Parking
Parking for patients and visitors is available 24 hours a day, seven days a week in the parking garage located adjacent to Court Street. All parking at Johnston Memorial Hospital is free. Patients and visitors are cautioned not to park in reserved areas or certain designated areas. Please be sure to lock your car. If something happens which causes you to need assistance with your vehicle, please call the Security Department.
Waiting Areas
There are specially-designated lounge areas for visitors on each patient floor. Specific waiting areas have been designated for families of patients in the Critical Care Units, the Emergency Department, and Surgery. During certain hours, a volunteer hostess is on duty in the surgery waiting room to keep family members informed about the progress of surgery.
Hospital Bills and Insurance
All patients should familiarize themselves with the terms of their insurance coverage. This will help you understand the hospital’s billing procedures and charges.
If You Have Health Insurance
We will need a copy of your insurance identification card. If medical services are related to workman’s compensation, please provide an employer contact name, phone number, and mailing address. You will be asked to assign benefits from the insurance company directly to the hospital.
If You Are a Member of a HMO or PPO
Your plan may have special requirements, such as a second surgical opinion or pre-certification for certain tests or procedures. It is your responsibility to make sure the requirements of your plan have been met. If your plan’s requirements are not followed, you may be financially responsible for all or part of the services rendered in the hospital. Some physician specialists may not participate in your health care plan and their services may not be covered.
If You Are Covered by Medicare/Medicaid
We will need a copy of your Medicare card to verify eligibility and process your Medicare claim. You should be aware that the Medicare program specifically excludes payment for certain items and services, such as cosmetic surgery, some oral surgery procedures, personal comfort items, hearing evaluations, and others. Deductibles and co-payments also are the responsibility of the patient.
We will need a copy of your Medicaid card. Medicaid also has payment limitations on a number of services and items. Medicaid does not pay for the cost of a private room.
If You Have No Insurance
A representative from the Business Office will discuss financial arrangements with you. A hospital employee who is a representative of the Eligibility Assistance Services is also available to assist you in applying for Medicaid or other government assistance programs.
Your Hospital Bill
The hospital is responsible for submitting bills to your insurance company and will do everything possible to expedite your claim. However, you should remember that your policy is a contract between you and your insurance company and you have the final responsibility for payment of your hospital bill. We have several payment options available to assist you in paying your bill.
Your bill reflects all of the services you receive during your stay. Charges fall into two categories: a basic daily rate, which includes your room, meals, nursing care, housekeeping, telephone and television; and charges for special services which include items your physician orders for you, such as x-rays or laboratory tests.
If you have certain tests or treatments in the hospital, you may receive bills from physicians you did not see in person. These bills are for professional services rendered by these doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, anesthesiologists and other specialists perform these services and are required to submit separate bills. If you have questions about these bills, please call the number printed on the statement you receive from them.
Johnston Memorial Hospital will not become involved in disputes arising from personal claims such as automobile accidents and workman’s compensation. Financial responsibility for our services always rests with the patient.
We know from experience that hospital bills can be complex. We are doing our best to make our billing system easy to understand. If you would like to talk with someone about your bill, or need assistance preparing insurance forms, our insurance personnel will be happy to help you. Please call the Business Office for more information.
Going Home
Your physician will write a discharge order when he or she feels you are ready to leave the hospital. Your physician will discuss your release and any required follow-up treatment with you. Your nurse will give you a written copy of those instructions and will thoroughly explain them to you. Any required prescriptions will also be given to you at this time.
Personal Belongings
Be sure to collect all of your belongings and don’t forget to double-check all closets and drawers. Your nurse will help you retrieve any items that you may have locked in the hospital safe.
Transportation
You may want to make arrangements with a family member or friend to help you when it’s time to go home. When you are ready to leave, a member of the hospital staff will escort you out of the building and help you to your car.
Discharge Instructions
Your doctor and your nurse will give you instructions about post-hospital care. If you have questions about your diet, activities, or other matters, please don’t hesitate to ask.
Medications
Johnston Memorial Hospital does not operate an outpatient pharmacy. If you need to have a prescription filled, please contact your preferred pharmacy.
Standards for Privacy / Patient Rights and Responsibilities
Standards for Privacy of Protected Health Information
According to the federal law named the “Health Insurance Portability and Accountability Act” (HIPAA), you have rights concerning the use of individually identifiable health information. Only individuals with a legitimate “need to know” may access, use or disclose patient information. Protected health information may be released to other covered health care providers without patient authorization if used for treatment, payment, health care operations, or for public good purposes as permitted by state and federal laws. Disclosures of protected health information for uses and disclosures outside treatment, payment and healthcare operations require patient authorization.
While receiving care in the hospital, you may ask for your name to not be included in the hospital directory, which means that people asking for you will be told “I have no information about this patient.” If you want to receive deliveries of cards and flowers, then you want your name included in the hospital directory. If you include your name in the hospital directory, your name will appear on a list for clergy members of your faith.
For a listing of other HIPAA privacy rights, please refer to the Johnston Memorial Hospital Notice of Privacy Practices.
If You Have a Question or Concern
The medical staff and the employees of Johnston Memorial Hospital seek to treat our patients with fairness and concern, recognizing their needs and satisfying them to the extent possible. The Patient Representative Program was established for you, the patient. If you have any questions or problems that have not been answered to your satisfaction or if you have a special need, call the Patient Representative Office.
Patient Rights and Responsibilities
As a natural outgrowth of our organizational values and mission, the board of directors, the medical staff and the employees of Johnston Memorial Hospital jointly affirm and recognize the following rights and responsibilities of patients:
- In recognition of their human dignity, all patients have a right to courteous treatment and impartial access to quality medical care.
- All patients have the right to be informed of treatment options, including risks, benefits, and alternatives. The patient has the right to refuse treatment to the extent permitted by law, and to be informed of the medical consequences of their actions. All patients are responsible for their own actions if they refuse treatment or do not follow the doctor’s recommendations.
- All patients have the right to every consideration of privacy concerning their medical care program. Patients are responsible for being considerate of the privacy of other patients. Telephones, televisions, radios and lights should be used in a manner agreeable to others.
- All patients are assured confidential treatment of their medical record by state and federal law.
- These statutes and regulations control the release of information contained in your medical record.
- All patients have the right to continuity of care, transfer, and consultation with other medical specialties.
- All patients have the right to examine and receive an explanation of their bill, regardless of the source of payment. Patients have the responsibility to provide information necessary for claim processing and to be prompt in payment of their bills.
- All patients have the right to know the rules and regulations that apply to patient care and conduct and are responsible for following those rules and regulations.
- All patients have a right to receive an explanation of their treatment program and to ask for further clarification if the course of treatment is not understood. Patients have the responsibility to cooperate in their treatment program.
- The hospital addresses the resolution of complaints from patients and their families.
- The hospital protects research subjects and respects their rights during research, investigation, and clinical trials involving all human subjects.
Patient Complaints and Grievances
As a patient, you have the right to a fair, fast, and objective review of any complaint you may have against the hospital or healthcare personnel concerning the care or services you have received. Here at Johnston Memorial Hospital the director of each department is available to address your concerns during normal business hours Monday through Friday. If the department director is not available, please contact our Nursing Supervisor. If you feel that your concern was not adequately addressed, you may contact the hospitals Chief Executive Officer or Chief Operations Officer by calling the Administration Department. As a patient, you also have the right to lodge a grievance with the Center for Quality Health Care Services and Consumer Protection by calling 1-800-955-1819 or by writing to:
Virginia Department of Health
Center for Quality Health Care Services and Consumer Protection
3600 West Broad Street, Suite 216
Richmond, VA 23230
You may also lodge a grievance with the Joint Commission on Accreditation of Healthcare Organizations by calling 1-800-994-6610.
About JMH
Johnston Memorial Hospital’s mission is to provide our community with excellence in healthcare.
Johnston Memorial Hospital offers general and acute health service including:
- Cardiopulmonary Care
- Case Management and Social Services
- Laboratory Testing
- Emergency Care
- Home Health Care
- Oncology Care
- Palliative Care
- Pastoral Care
- Pharmacy
- Physical and Occupational Therapy
- Imaging/Radiology Care
- Sleep Medicine
- Special Care Units
- Surgery
- Women’s Imaging Center – mammography, bone density testing, sterotactic biopsy, and ultrasound
- Women’s Pavilion – labor, delivery, and newborn care
A variety of support services and programs are also provided by JMH including:
- Heart to Heart Educational Support Group (heart disease)
- Cancer Education Support Group
- Cancer Education Class
- Diabetes Education Support Group
- Diabetes Education Center
- Maternal/Child Education - Lactation Consulting, Breastfeeding Classes, Childbirth Class, Welcome Home Baby Program, Infant/Child CPR, and Parenting Classes.
For more information about these support services and programs, please call the Education Department.
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