Franklin Regional Hospital15 Aiken AvenueFranklin, NH 03235(603) 934-2060

Lakes Region General Hospital80 Highland StreetLaconia, NH 03246(603) 524-3211

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Table of ContentsYour Valued Comments . . . . . . . . .2Pain Message . . . . . . . . . . . . . . . . . .3Care Management . . . . . . . . . . . . . .4Admissions . . . . . . . . . . . . . . . . . . .4What You Should Bring . . . . . . . . .5Things to Leave at Home . . . . . . .5Settling In . . . . . . . . . . . . . . . . . . . .6Services for You & Your Family . . . .7

Information for your Family & Friends . . . . . . . . . . . . . . . . . . . . . . . .9

Volunteers . . . . . . . . . . . . . . . . . . .10Advance Directives . . . . . . . . . . . .10Helping You Access & Pay for

Hospital Services . . . . . . . . . . .11About LRGHealthcare . . . . . . . . .17Programs . . . . . . . . . . . . . . . . . . . .18

Welcome from the President

Welcome to Lakes Region General Hospital. As a patient in our hospital, youare our primary concern. You are our guest, and we are here to care for youand to serve your healthcare needs. We will do all we can to make your stayas pleasant and comfortable as possible. If, at any time, you feel that wecould improve our service to you, please do not hesitate to ask any staffmember for assistance.

For more than a century, Lakes Region General Hospital has served thehealthcare needs of the Lakes Region, and we have been committed to ourmission of making quality healthcare available, affordable, and accessible toall, regardless of ability to pay. We plan to continue that mission well into the future.

Over recent years, we have entered into new relationships and affiliationswith other facilities and practices in our region. These new partnerships haveenabled us to expand and enhance the services we offer you our community.I hope you will take a few moments to look over the list of LRGHealthcare'sservices on page 18�this is your community healthcare system, and we wantto be sure you are aware of the services available to you and your family.

I hope that your experience here is a positive one. Here's wishing you goodhealth and a pleasant stay with us here at Lakes Region General Hospital.

Thomas A. ClairmontPresident & CEO, LRGHealthcare

Notes:Use these pages to write down your check-in time at the hospital, questionsfor your doctor, and phone numbers you would like to keep handy duringyour stay.

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Your Valued Comments

The primary goal of LRGHealthcare is to deliver high-quality care to ourpatients. Your thoughts on your care at LRGHealthcare are valuable to us as we strive to continually enhance the care and service we provide.

Please remember: the presentation of a concern will not compromise your care or future access to quality care at LRGHealthcare. We welcomeyour feedback.

If you or your family has questions about the care or service you are receiving, please discuss your concerns with your healthcare provider or thedirector of the department. Your concerns will be reviewed, and you or yourfamily will receive a response. Staff or administration will be available to dis-cuss any further concerns you or your family might have.

Hospital President Tom Clairmont is also available to hear your concerns:call extension 2801 if you are dialing from within the Hospital or (603) 527-2801 if you are dialing from outside. You may also write to him at:

Thomas Clairmont, PresidentLakes Region General Hospital

80 Highland StreetLaconia, NH 03246

After your care at LRGHealthcare, you may receive a patient survey or a telephone call asking you to give us feedback on your stay. We appreciateyour suggestions on how we might further improve the care we provide for our patients and the community.

Patient/family complaints may also be submitted to:

Office of Program SupportBureau of Health Facilities Administration

129 Pleasant StreetConcord, NH 03301-6505

(603) 271-45921-800-852-3345, ext. 4592

TDD: 1-800-735-2964

Notes:Use these pages to write down your check-in time at the hospital, questionsfor your doctor, and phone numbers you would like to keep handy duringyour stay.

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Pain Message

LRGHealthcare Cares about Your Pain Management.

Patients have the right to appropriate assessment and management of pain.

Pain can be a common part of a patient's hospital experience, but untreated or unrelieved pain can have adverse physical and psychological effects. At LRGHealthcare, a patient's right to pain management is respected. We support and coordinate activities and resources to ensure that the pain of all patients is recognized and addressed appropriately.

LRGHealthcare is committed to the ideal that patients deserve care thatrespects their choices, supports their participation in the care provided, andrecognizes their right to achieve their personal health goals. Whenever appropriate, patitnts and families are instructed about understanding pain,the risk for pain, the importance of effective pain management, and methods for pain management that may include various medications, relaxation techniques, heat, ice, comfortable positioning, occupational and physical therapy, or nerve blocks.

In order to help manage your pain, when you are admitted you will be asked various questions by your nurse such as whether you have pain now, or whether you have had pain within the last several months. If you answer"yes", then your nurse will ask you further questions about your pain. The nurse will want to know how intense your pain is at present, at itsworst, and at its best. During your hospitalization, you may be asked to rateyour pain on a pain rating scale. Your nurse will explain this to you.

You will be asked where it hurts. We want to know whether anythinglessens your pain, or makes it worse. We will want to know how you presently manage your pain and whether or not thatmethod has been effective. It is important that your physicians and nursesknow how your pain has affected your daily life in terms of things such asyour ability to sleep, your appetite, and your relationships with others. Thisinformation will help your healthcare team assist you in managing your pain.

The staff at LRGHealthcare has received specialized training in pain assessment and treatment. We also have an affiliation with Pain Solutions,whom we may use as a resource to assist in the management of your pain.

We encourage you to report to your healthcare providers if you are experiencing pain at any time during your care at LRGHealthcare.

If you have any questions or concerns, please call the Director of MedicalSafety & Healthcare Management Gloria Thorington at 527-2934, or frominside the hospital at ext. 2934.

Notes:Use these pages to write down your check-in time at the hospital, questionsfor your doctor, and phone numbers you would like to keep handy duringyour stay.

School-based Health Education Program

Senior Safety DayServiceLinkSupport Groups

TRIP Center Senior ExerciseProgram

Wellness Centers (Community andWinnipesaukee)

Tobacco Cessation and Prevention

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We take a team approach to yourcare. Within 24 hours of checkinginto Lakes Region General Hospital,you will meet with a member of ourcare management staff. Then you,your care manager, doctors, nurses,and other healthcare professionalswill work together to create andimplement the best care plan foryou.

Our care management staff is madeup of social workers and registerednurses who can assist you with discharge planning, emotional support, advance directives, andcommunity services information.Care managers will also provideupdates to your insurance company,and obtain any necessary approvalsfor your hospitalization. If you needto reach a care manager, please callext. 3650 from within the hospital,or 524-3211, ext. 3650 from outsidethe hospital.

For many people, spiritual support isan important part of physical andemotional wellness. LRGH has aSpiritual Care Coordinator whoworks with our care managementteam, offering spiritual support andcounseling to our patients and staff.If, at any time during your stay atLRGH, you would like to call uponthe Spiritual Care Coordinator orany other community clergy mem-ber, please feel free to ask your nurseor care manager, and we will helpconnect you. You can also call himdirectly at ext. 2862, or contact himvia pager at 385-4665.

For individuals facing a chronic orlife-threatening illness, our organization has adopted a palliativecare philosophy that meets the physical, emotional, and spiritualneeds of the individual and his orher loved ones. For more information about this, please askyour care manager.

Admissions/Weekend Admissions

Care Management

Prior to your arrival at LRGH forany scheduled procedure, you shouldreceive a call from one of ourPatient Advantage Representatives.That person will pre-register you,answer any questions you may have,talk with you about the cost of yourhospital care, arrange paymentoptions that work for you, and helpconnect you with any resources youmay need to help pay for your portion of the cost. Taking care of

these things in advance should makeyour visit to the hospital faster andmore streamlined.

If you arrive at the hospital betweenthe hours of 8:00 a.m. - 8:00 p.m.,Monday - Friday, please enterthrough the main entrance and stopat the patient reception desk in thefront lobby. From there, if you havenot yet registered, LRGHealthcarestaff and volunteers will direct you

Women's Health NetworkWomen's Imaging Center

LOCAL MEDICAL PRACTICESBelknap Family Health Center, BelmontBelknap Family Health Center, MeredithCardiac Associates of NHCentral NH ER AssociatesCentral NH Kidney CenterDental Resource CenterENT Associates of NHFRH Internal MedicineGenesis Behavioral HealthGranite State Surgical AssociatesHealthFirstHealthy BeginningsIntegrative Women’s HealthLaconia Cardiology AssociatesLaconia ClinicLaconia Eye AssociatesLaconia Health CareLaconia Women’s Health CenterLakes Region AnesthesiologyLakes Region Family PracticeLakes Region OB/GYNLakes Region Pathology AssociatesLakes Region PediatricsLakes Region RadiologyLakes Region UrologyLakes Region Vascular &

Endovascular Dr. Christopher MartinoDr. Gregory McCarthyDr. M. Jonathan MishconDr. Joseph MisiewiczLisa Morrissette, MSN, FNPMoultonboro Family Health Care

Dr. Noboru MurakamiNewfound Family PracticeNH Oncology/HematologyNew Hampton Family PracticeNew England Family Health

AssociatesOrthopedic Professional AssociationPain SolutionsPulmonary and Critical Care

MedicineDr. Amy SchneiderShetty OphthalmologyWestside HealthcareDr. Ronald Witkin

COMMUNITY-BASED PROGRAMSLRGH Auxiliary Information HealthCenter: In Memory of Betsy MortonDental Resource Center

School Dental ProgramFoster Children's Program

Education Endocrine Services

Diabetes EducationDiabetes Insulin Pump TrainingFoot ClinicNutrition

HealthLinkCare ManagementHealthy KidsMedication ConnectionPatient Financial CounselingVetLink

LRGH Nursery GuildMental Health Consultation ServicesNANA Well Child Clinic

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to patient registration, where youwill be asked a series of questions. If you have pre-registered (which werecommend), staff will escort you towherever you need to go in the hospital.

If you come in on a weekend orafter 8:00 p.m., you should come inthrough the Emergency Departmententrance and register there. Our staffwill make sure you are escorted towherever you need to go.

Why Wait?Pre-Registration

Saves Time!

Call Monday - Friday from 8:00 a.m. - 4:30 p.m. to pre-register

for your labwork, x-rays, procedures,or other services at LRGHealthcare.

(603) 527-2990

What You Should Bring

Personal Items: For your comfort,you will want to bring a few personalitems, such as a bathrobe, night-clothes, slippers, and personal toiletries including things such as atoothbrush, toothpaste, deodorant, abrush or comb, etc.

Medications: Please bring a list,including dosage and frequency, ofany medications that have been prescribed for you and that you arecurrently taking. This will help usbetter plan for your care. If you have

a Medication Card, please bring thatwith you. Your Medication Card willbe updated by your physician andnurse.

Insurance Cards: You should bringany insurance cards, claim forms, orauthorization forms with you.

Advance Directives: Please bringcopies of any Advance Directives orLiving Wills you may have. For moreinformation on Advance Directivesand Living Wills, please see page 10.

Things To Leave At Home

Personal Electrical Devices: Forsafety reasons, we must ask you toleave electrical appliances such ashair dryers and electric shavers athome (unless battery-operated). Ifyou must bring an electrical device, itneeds to be inspected and approvedby our Bio-Medical Department.Please ask your primary nurse toarrange this for you.

Valuables: For safekeeping, valuables such as jewelry and moneyare best left at home, asLRGHealthcare cannot assumeresponsibility for valuables kept atthe bedside. If you must bring valuables with you, you may wish tosecure them in the Hospital safe.The nursing staff can make arrangements for the deposit and return of these items.

provide a wide range of medical specialty areas including cardiology,ENT, family practice, gynecology,internal medicine, neurology, obstetrics, ophthalmology, orthopedic, pediatrics, podiatry, pulmonary medicine, rheumatology,and urology. The hospital also offersa full range of rehabilitation services,health education services, an occupa-tional health program, diabetes, heartfailure, and wellness services, andsenior wellness and exercise classesat the Rivers IntergenerationalProgram facility.

Together, LRGH, FRH, and all oftheir affiliated programs and servicesprovide comprehensive healthcare tothe entire Lakes and Three Riversregions. Together, we further ourmission of making the highest quality healthcare available, afford-able, and accessible to everyone,regardless of ability to pay.

LRGHealthcare Programs & Ser vicesAmbulance ServiceAnesthesiaBehavioral HealthCardiology

Cardiac CatheterizationCardiopulmonary CareCare ManagementChemical DependencyCoumadin ClinicEducation EldercareEmergency Services

Emergency Department–Fast Track

EMS trainingFamily BirthplaceFoot ClinicHematology/OncologyHolistic HealthInfection ControlIntensive CareJoint Institute

LaboratoryMedical ImagingNeurologyNuclear MedicineNutritional ServicesOccupational HealthOrthopedicsPain ManagementPediatricsPerinatal ServicesPharmacyQuality ManagementRehabilitation Services

Occupational TherapyPhysical TherapyVoice Clinic

RespiratorySenior Psychiatric ServicesSleep LabSurgical ServicesVascular LabVolunteer Services

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hospital services. For more infor-mation or an application, pleasecall 527-2864 or visit theFoundation for HealthyCommunities website athealthynh.com.

The N.H. Medication Bridge:Every major pharmaceutical compa-ny has a Patient Assistance Programthat offers many of its long-termmedications free or at a reduced costto eligible individuals. The N.H.Medication Bridge Program is a pri-vate-public partnership that helpspatients navigate the red tape of theinsurance company assistance pro-grams to help them access the med-ications they need.

Eligibility: Eligibility requirementsinclude U.S. residency, lack of anyother type of prescription coverage,and falling within the household income guidelines set by the compa-

nies (generally less than 200 percentof Federal Poverty Guidelines). Formore information or an application, please visit the Foundation forHealthy Communities website athealthynh.com, emailbcameron@healthynh.com., or call225-0900.

We are here to help!

Contacts and InformationPre-registration Information:

527-2990Monday - Friday, 8:00 a.m. - 4:30 p.m.

Patient Financial Services:Patient Advantage Program (information,

billing or claims status)527-2864

Monday - Friday, 8:00 a.m. - 4:30 p.m.

HealthLink527-7171

Monday - Friday, 7:00 a.m. - 5:00 p.m.

Sett l ing In

Rooms: Prior to your admission,you may request the type of roomyou prefer, whether private or semi-private. Although the type ofroom you request may not always beavailable, the staff will honor yourrequest if possible, or will makearrangements for transfer if a roomof your preference becomes available. Semi-private rooms havetwo beds per room and are availablefor all non-critical patients. Theexceptions to this are in the FamilyBirthplace and Intensive Care Unit,where all rooms are private.

It is important to note that our private room rate is higher than oursemi-private room rate, and mostinsurance carriers do not providecoverage for a private room whenrequested by a patient. The differ-ence will be your responsibility topay.

Each room has an individual bathroom. The shower and tub facilities are centrally located on eachnursing floor, with the exception ofthe Family Birthplace, where eachpatient room has a private shower.

Television: Each room is equippedwith either one or two televisions,courtesy of the LRGH Auxiliary.Cable television is available compli-ments of Metrocast Cablevision, andall standard channels are available forviewing at no charge to patients.

Please be considerate of otherpatients and visitors by keeping thevolume low and turning the television off when not in use.

Telephones: Telephones are available to all non-critical patients.Calls may be made to you from outside the hospital by dialing (603)524-3211. If calling from a touch-tone phone, the caller should enteryour extension when instructed. Ifthe caller is calling from a rotaryphone, or doesn't know your extension, he or she should stay onthe line to reach the operator.

To make a local call from yourroom, dial 9 + the number youare trying to reach. Local calls arefree-of-charge. For long distancecalls, please dial 8 + the number(long distance calls must be chargedto your home phone or a callingcard). The hospital also has TDD(Telephone Device for the Deaf) forour hearing impaired patients. Thenumber for that service is (603) 527-2914.

Please Note: Cellular phonescan interfere with the functioning of sensitive electronic medicalequipment. Please restrict cell phoneuse to waiting areas and other signedareas, and turn off cell phones whennear medical equipment. Thank you!

Smoking: LRGH is a non-smoking campus. Talk with yourdoctor before you arrive or duringyour stay if you feel a nicotine patchor other prescription might be helpful in your efforts to refrainfrom smoking.

About LRGHealthcare

LRGHealthcare, composed of LakesRegion General Hospital (LRGH)and Franklin Regional Hospital(FRH), is a healthcare charitabletrust. This organization is driven byhealthcare needs of the communitiesthat we serve.

LRGH is a community and regionalacute care facility with a licensed bedcapacity of 137 beds. In 2000, theHospital added the trade nameLRGHealthcare to describe ourgrowing continuum of services�nolonger just a hospital, this organization had grown into a fullhealthcare system for Lakes Region

residents. We offer a wide range ofmedical, surgical, psychiatric, diagnostic, and therapeutic services,wellness education, support groups,and other community outreach services. The Hospital serves as aLevel III Trauma Center with askilled bed program, and has beendesignated a Rural Referral Centerunder Medicare. The Hospital has106 active staff physicians, almost all of whom are Board-certified.

Franklin Regional Hospital is a 25-bed critical access community hospital. The hospital's 38 activephysicians and 74 associated doctors

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Alarms & Drills: During your stay,we may use various pieces of electronic equipment to provide careor to monitor your condition. If atany time an alarm should sound on apiece of equipment, or if you haveany questions or concerns, pleasenotify your nurse.

Also, during your stay, we may conduct a safety and emergency procedure drill. Unless you areinstructed to do otherwise, pleaseremain in your room when a fire or disaster drill is announced. Theserehearsal drills are intended to testour staff preparedness and shouldnot interrupt your patient careschedule. If you have any questions,please ask your nurse.

Meals: The Food and NutritionService Department strives to provide nutritious, attractive, well-balanced meals according to the recommendations of your physicianor provider. Your daily menu willarrive with your breakfast tray.

Nutrition Service representatives willhelp you select your meals andanswer any questions you may haveabout your diet. If necessary, a clinical dietitian will evaluate yournutritional needs and advise youabout any special dietary modifications.

Newborn Baby Lullaby: Babies area wonderful gift. Each time a newbaby is born, LRGHealthcare helpswelcome them to the world by playing a brief portion of theBrahm's Lullaby over the intercomfor the entire hospital to enjoy.

Hospitalists: In 2006, LRGHimplemented a Hospitalist program.Hospitalists are physicians who helpyour provider oversee your carewhile you are an inpatient. You maysee a hospitalist during your stay.Please rest assured that this physi-cian is an integral part of your careteam, and that he or she is workingin close collaboration with your ownprovider.

Ser vices For You And Your Family

Mail: Hospital volunteers will deliver mail daily (except Sunday) toyour room. The mail arrives fromthe post office between 9:00 a.m.and 11:00 a.m. Any mail that arrivesafter you have been discharged willbe forwarded to the home addresslisted on your registration forms.

Flowers & Balloons: Flowers &Mylar balloons that are sent to youwill be delivered to your bedside byour volunteers unless your physician/provider instructs thatflowers are not permitted. For our

patients' safety, flowers cannot bedelivered to our Intensive Care Unit.

Ple as e no te : Because of thenumber of people with serious latexallergies, we do not allow latex bal-loons in the facility. We appreciateyour understanding.

For our visitors' convenience, aflower case is located in our mainlobby. Flower arrangements areavailable for purchase daily in ourGift Shop in the front lobby.

New Hampshire Health AccessNetwork: LRGHealthcare participates in the New HampshireHealth Access Network, an initiativesponsored by the foundation forHealthy Communities. One of 200participating providers in the State,we will honor network discounts atLakes Region General Hospital andFranklin Regional Hospital. In manycases, people who already qualify forthe New Hampshire Health AccessNetwork may also qualify for someof LRGHealthcare's local programs,including HealthLink. That member-ship is sometimes transferrable, andmay not require an additional application process.

Eligibility: To get financial helpthrough the New Hampshire HealthAccess Network, you must havetried to get, and been refused, allother sources of payment includinginsurance, public assistance, or a lawsuit. There are income eligibilityguidelines. Please visit thewww.healthynh.com website, or call the Foundation for Healthy

Communities at 225-0900.For information or referrals to anyof these programs, please callHealthLink at 527-7171 today!

Hospital Access Plus(LRGHealthcare's PatientAdvantage Plus Program): NewHampshire's Hospital Access Plusprogram provides an automatic 15percent discount to any patient whois not covered by insurance, State orFederal programs, orcharitable/community-based pro-grams. This program is availableonly for hospital services and doesnot include provider practices. Insome cases, these discounts may becombined with regular PatientAdvantage Program discounts (totaldiscount not to exceed 20 percent);or with the HealthLink CatastrophicProgram (total discount not toexceed 30 percent).

Eligibility: All patients who areuninsured and uncovered by State,Federal, or charitable programs areeligible for this discount on bills for

Referrals to Other Resources: Weare fortunate to live in a region witha network of providers and servicesworking together to ensure healthcare access for all in our community. If you face financialchallenges to paying for healthcarethat you need, or someone in yourfamily needs, please call us at 527-7171. There are a number ofFederal, State, and local resources

for which you may qualify. Our staffis familiar with the programs available, and can help you determine the best way to accessfinancial assistance to pay for thehealthcare you need.

Statewide Programs

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Newspapers: Vending machines forThe Laconia Citizen, The LaconiaDaily Sun, Concord Monitor, TheBoston Globe, The Herald, andUSA Today are located next to theelevators on Level B. Volunteers alsodeliver these papers to patient roomseach weekday.

Educational Videos: Videos areavailable in the Hospital at no coston the following topics: • Smoking Cessation• Relieving Stress During Surgery• Relaxation

Gift Shop: Located in the mainlobby, the Gift Shop offers gifts,cards, stamps, jewelry, magazines,candy, toiletries, and flowers for sale. It is sponsored by the LRGHAuxiliary and staffed by volunteers. The Gift Shop is openMonday - Friday, 8:00 a.m. - 8:00p.m.; Saturday and Sunday hoursof operation vary.

Pastoral Care/Chapel: Clergy ofall denominations visit the hospitalregularly. If you would like to

contact your own clergy, please askyour nurse to assist you. TheSpiritual Care Coordinator is alsoavailable to all of our patients andvisitors. He can be reached at ext.2862, or via pager at 385-4665.

The Hospital Chapel is non-denominational and is open to allpatients and visitors 24-hours a day.It is located on the first floor nearthe main elevators.

LRGH Auxiliary HealthInformation Center: In Memoryof Betsy Morton: Located adjacentto the Surgical Waiting Room on thesecond floor, the center providespatients, visitors, and the generalpublic with computer access to theLRGH website with numerous linksto health-related information. TheCenter is also the home to referencebooks, and a television with VCR toview the many health-related tapesavailable to the public.

The Family Birthplace ResourceRoom: This facility, funded by theLRGH Nursery Guild, is located onthe third floor and offers materialsspecific to childbearing, family, andwomen's topics to the public.

Medical Records: You are entitledto access to your own medicalrecords. If you need to obtaincopies, please contact our MedicalInformation Services department at524-3211, ext. 3314, or at ext. 3314from within the hospital.

Security: Security officers make regular rounds on all units and surrounding hospital properties 24-hours-a-day, seven-days-a-week.

The Medication Connection: The Medication ConnectionProgram helps qualified patientsaccess reduced-rate prescriptionsoffered through pharmaceuticalcompany programs. While these programs are available to the generalpublic, they often involve a cumbersome application process,which can be confusing for patientsto complete on their own. TheMedication Connection Program ishere to help make sure patients don't have to choose between prescription medications and othernecessities of life.

Eligibility: The MedicationConnection Program is available tothose who cannot afford to pay fortheir prescription medications, andwho have no other source for assistance with medications. Manyhave too much income to qualify forstate aid, but not enough to purchasea supplemental prescription plan.Depending on the medication needed, different pharmaceuticalcompanies have individual guidelinesfor eligibility. Not all medications areavailable through this program; participation by pharmaceuticalcompanies is voluntary. For moreinformation, please call 527-7011.

The Patient Advantage Program:The Patient Advantage Program wascreated to provide all of our patientswith a discount on their healthcarecosts, whether or not they haveinsurance. With prompt payment orcredit card payment arrangements,patients can access anywhere froman 8% to a 20% discount on theirout-of-pocket costs. Designed toconnect patients with the hospital

before a scheduled procedure, thePatient Advantage Program ensuresthat patients will have their financialquestions answered in advance, andthat they will know what their out-of-pocket costs will be. It alsoprovides an opportunity to connectpatients with any other programs orservices for which they may be eligible, including HealthLink.

Eligibility: All patients are eligiblefor the Patient Advantage Program,and may access a 20% discount bypaying or pre-authorizing credit cardpayment before service, at the timeof service, or within 48 hours ofdischarge. They may also access a10% discount by paying their balance in full within 20 days oftheir first statement date; or an 8%discount by setting up a credit cardpayment plan within 20 days of theirfirst statement date. For more information, please call 527-2864.

The Patient Advantage PlusProgram: The Patient AdvantagePlus Program gives an automatic dis-count of 15 percent off of hospitalbills for those without insurance.This program applies regardless ofprompt payment, though working incombination with the traditionalPatient Advantage Program, thesepatients can access up to a 20 per-cent total discount by paying theirhospital bill at the time of service orwithin 48 hours of discharge. Thisprogram applies to hospital servicesonly, and combined discounts willnot exceed 20 percent of thepatient's bill.

Eligibility: Any patient who doesnot have insurance is eligible .

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investments, and vehicles will also beconsidered in determining eligibility.For more information, please call527-7171.

HealthLink Assistance: TheHealthLink Assistance Program isdesigned for people who may haveaccess to insurance; but still meetHealthLink financial guidelines andface financial hardship in paying fortheir healthcare costs. Members mayhave difficulty meeting a highdeductible or covering co-paymentsor other costs required by their plan.They often need one-time or short-term assistance meeting ahealthcare financial obligation ratherthan needing long-term financialassistance. HealthLink Assistancewill provide short-term supplementalsupport to an existing insuranceplan; or short-term support paying aparticular healthcare cost. This program was formerly known asCommunity Care.

Eligibility: Eligibility is based onseveral factors. Applicants must meetincome requirements based on theFederal Poverty Guidelines. Assets,including savings, property, investments, and vehicles will also beconsidered in determining eligibility.Applicants may have an insuranceplan, but must have demonstrateddifficulty paying their copays,deductibles, or other healthcarecosts. For more information, pleasecall 527-7171.

HealthLink Catastrophic: TheHealthLink Catastrophic program isavailable not only to HealthLinkAccess or Assistance members, butto anyone meeting financial

guidelines who incurs an out-of-pocket expense of $10,000 or morefor a single medically-necessary hospital stay or outpatient treatment.Costs incurred over time do notqualify as part of this $10,000 minimum unless they are all theresult of a single injury or healthepisode. Once a patient qualifies forHealthLink Catastrophic, and discount eligibility is determined(ranging from 20% - 30%); that discount will apply for any additionalcosts incurred during the six monthsafter approval.

Eligibility: HealthLink Catastrophiceligibility is based solely on grossincome. The Federal Poverty LevelGuidelines will be used to determineeligibility and the percentage of discount provided. Our staff willdetermine whether costs resultedfrom a single, qualifying hospitaliza-tion or course of treatment. For more information, please call 527-7171.

VetLink: The VetLink Program is aLRGHealthcare program that assistsall veterans and families of veteranswith their questions and concernsabout their healthcare. The VA system is complicated, and VetLinkcan help veterans navigate the system to access the benefits andservices that they deserve. Since itscreation, VetLink has helped morethan 800 veterans access the healthcare services they need.

Eligibility: All veterans who haveearned an honorable discharge frommilitary service are eligible. For moreinformation, please call Bob Jones at524-3211, ext. 6568

If necessary, security personnel areavailable to assist with unexpectedovernight parking for patients andfamily members, and a safe for yourvaluables. Please let your nurse knowif you have items you would likeplaced in a safe.

Other Services: Foreign languageinterpreters, interpreters for thehearing impaired, and assistivedevices are available for our patientswho need assistance with translationor communication. Please let yournurse or care manager know of yourneeds.

Infor mation For Your Family And Friends

Visiting Guidelines: We under-stand that it is important for you tobe able to visit with family andfriends while you are in the hospital. Because we want to makethis as convenient as possible, we donot have strict visiting hours.However, we do ask that you arecourteous of other patients, and recognize that there are times whenthe nursing staff may need to askyour family or friends to leave.

Fam ily B irthp lac e : Fathersand family may visit at any time, andfathers or partners are also welcometo stay overnight.

Pediatric s : One parent may stayovernight in their child's room aftermaking arrangements with nursingstaff.

Intensive Care Unit: Familyonly, or by arrangement with nursingstaff.

Please keep in mind that, with theexception of the Family Birthplace(where fathers or partners often stay

through the duration of the patient'svisit), shower facilities and beds areavailable only to patients. We apolo-gize for any inconvenience this maycause.

Parking: The main visitor parkinglot is located in front of the mainbuilding and the Medical OfficeBuilding. Handicapped parkingspaces are located near the frontentrance.

If your vehicle must remain in ourparking lot overnight, please askyour nurse to notify our SecurityDepartment.

ATM & Public Telephone: TheATM is located near the cafeteria onLevel B, just outside the North elevators. The public telephone islocated on LevelC across fromthe gift shop.

Cafeteria: Thecafeteria, locatedon Level B, isopen seven days

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community. We also participate inStatewide efforts to keep qualityhealthcare accessible for all.

Whether you are insured or uninsured, in need of extensivemedical services or just a check-upfrom time to time, everyonedeserves to have access to health-care. Our programs ensure that costwill not be a barrier to anyone in ourcommunity accessing the healthcareservices they need.

If cost is preventing you from get-ting healthcare services you need, or

you feel you need healthcare financial assistance, please callHealthLink at 527-7171 today. Evenif you do not feel you qualify for anyof our programs, please call us foran application. There are many fac-tors taken into consideration whendetermining eligibility. In addition,we may be able to connect you withother Federal, State, or communityresources for which you may qualify.

We are here to help!

HealthLink: HealthLink is ourcommunity's front door to health-care information and resources foreveryone. It is an information andreferral system that provides health-care financial counseling and accessto medical, dental, and wellness services for those in financial need.

HealthLink is a partnership betweenLRGHealthcare, local physicians andmedical providers, and area serviceagencies. Since our creation in 1993,we have helped to connect morethan 20,600 people in the Lakes andTwin Rivers regions to the servicesthey need, both locally and throughprograms such as Medicaid,Medicare, Healthy Kids, and servicesavailable to veterans through theVeteran's Administration.

In addition to the information andreferral services that are availablefree-of-charge to everyone in thecommunity, HealthLink also has

three membership programs forwhich local residents may apply.

HealthLink Access: TheHealthLink Access program is a program designed to provide peoplewho are uninsured with access to thehealthcare services they need. If aperson qualifies, he or she will begiven a co-pay responsibility or a setdiscount based upon a sliding feescale, and will then have access toproviders and services in theHealthLink network.

Eligibility: Eligibility is based onseveral factors. Applicants must meetincome requirements based on theFederal Poverty Guidelines. Localresidency is required. In general, theycannot have access to health insurance, though consideration maybe given based on income level insome cases in which insurance isavailable but unaffordable. Assets,including savings, property,

Volunteers

You will notice that volunteers playan important role in the operationsof Lakes Region General Hospital.These are people who give their timeto help our organization run moresmoothly, and to make our patients'experience a little more pleasant.They are easy to pick out in theirteal smocks or maroon jackets, andyou will see them doing everythingfrom escorting patients through theHospital, to working in offices anddepartments, to bringing books,

magazines, flowers, or the mail toyour room. LRGHealthcare volun-teers are extraordinary people whocare. We are grateful for all thesegenerous people do forLRGHealthcare, and we hope theyare able to make your stay a bit morepleasant. If you are interested inbecoming a volunteer at LRGH,please call 527-2895. We would behappy to discuss with you the possi-bility of having you join our out-standing team of volunteers!

Advance Directives

A federal law requires us to ask ifyou have a Living Will or DurablePower of Attorney for Healthcare

(advance directives). Your admittingnurse will talk with you about thesedirectives, and will help you access

LRGHealthcare Programs

a week from 6:30 a.m. - 6:15 p.m.for coffee, beverages, snacks, andcold foods. Hot meals are servedduring breakfast (6:30 a.m. - 8:30a.m.), lunch (11:15 a.m. - 1:30 p.m.)and dinner (4:30 p.m. - 6:15 p.m.).

Vending Room: Located on LevelB, the vending room food is supplied by LRGH Food &Nutrition Services, is open 24-hours-a-day, and offers hot and cold beverages, juice, fruit, sandwiches,salads, and other snacks. For yourconvenience a change machine andmicrowave are also available.

Visitor Accommodations: TheCare Management staff atLRGHealthcare can assist your

family members who would like tostay and/or dine near the hospital.Please dial 524-3211, ext. 3650

Smoking PolicyNew Hampshire State Law RSA155:64 prohibits smoking by allpatients, visitors, employees, physicians/healthcare providers, and volunteers within the hospital or anywhere on the hospitalgrounds. For your health, LRGH is committed to maintaining asmoke-free environment.

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questions you may have, and talkwith you about the cost of the services you need. They will behappy to help connect you withresources to help you meet thosecosts. Please don't let cost stop youfrom getting the healthcare you andyour family need: LRGHealthcarewill work with you to try to create apayment plan that works for you.

We encourage you to pre-register forservices whenever possible. If youhave not yet received a call from oneof our Patient AdvantageRepresentatives by 24 hours beforeyour scheduled time of arrival,please feel free to call 527-2990 totake care of your pre-registration. If you do not speak with a PatientAdvantage representative, one willvisit you during your stay in the hospital.

Unscheduled Hospital Visits: Ifyour admission is not scheduled, andyou must stay in the hospital, a representative will visit you duringyour stay here. If you come in to the hospital through our EmergencyDepartment, you will learn moreabout the Patient AdvantageProgram in the Discharge Office.

Summary of Services andInsurance Claims: After you leavethe hospital, you will receive an itemized summary of servicesreceived. This is not a bill, and youdo not need to pay it. LRGH willbill all primary insurance carriers.Additionally, our Patient FinancialServices Department will assist youwith the status of claims that havebeen filed with your insurance com-pany. If you would like an itemized

bill, please call our Patient FinancialServices Office at 527-2864.

The information we get from youduring the registration process andthe services listed on your itemizedsummary will be the information wewill submit to your insurance company. Lakes Region GeneralHospital has contracts withMedicare, Medicaid (NH), AetnaHealthcare, Anthem Blue Cross BlueShield, CIGNA Healthcare, FirstHealth, GIC Indemnity Plan,Harvard Pilgrim Health Care,HealthCare Value Management(HCVM), Martins' Point HealthPlan, Matthew Thornton HealthPlan, MVP Health Care, One HealthPlan, Private Health Care Systems(PHCS) and United Healthcare.

Payment for Services: Pleaseremember that even if you are covered by insurance, you areresponsible for payment of any partsof your bill your insurance companydoesn't cover. It is your obligationto fulfill the requirements of yourinsurance plan. But cost shouldnever be a barrier to accessing thehealthcare you and your family need:LRGHealthcare wants to work withyou to create a payment plan thatworks for you.

LRGHealthcare's mission is to makequality healthcare available, affordable, and accessible to all,regardless of ability to pay. In thespirit of our mission, we offer anumber of different financial assistance and referral programs tomeet the full range of need in our

one of our Care Managers to pro-vide you with forms you need, oranswer any questions you may have.

Or, if you prefer, you may call CareManagement at 524-3211, ext. 3650.Forms are also available on theLRGHealthcare website atwww.lrgh.org.

A Living Will is a document contain-ing the express direction that no life-sustaining procedures be takenshould you have a terminal conditionor become permanently unconscious.

A Durable Power of Attorney forHealthcare allows you to nameanother person to make any and allhealthcare decisions should youbecome unable to make your owndecisions regarding your healthcare.It is the philosophy ofLRGHealthcare that adults have theright to make informed decisionsregarding their healthcare.

We encourage a collaborative deci-sion-making process that involvesyou, your physician or provider, andyour family, while you retain theright to accept or refuse any medicalor surgical treatment.

Helping You Access & Pay For Hospital Service

At LRGHealthcare, we understandthat paying for hospital services canbe challenging. But cost shouldn'tstop anyone from getting the healthcare they need. For that reason, we have a number of programs in place to help you accessand pay for the healthcare you need.

Before a Scheduled HospitalVisit: If you have insurance, ourgoal is to contact your insurancecompany to verify your benefitswhenever your services are scheduled in advance so we can helpyou to understand your insurancecoverage. Once these services areverified, our Patient AdvantageRepresentative will contact you andyou may pre-register for your servic-es, ask any questions you may haveand make payment arrangements inadvance for any of your out-of-pocket expenses. If it will be diffi-cult for you to meet those expenses,

the Patient Advantage Representativewill help connect you with resourcesto help you satisfy your portion ofthe bill. This process, taken care ofin advance of your hospital visit, willprovide you with a more streamlinedand positive experience the day youcome to the hospital.

Calling your Insurance Company:Some insurance companies require that you or your provider let themknow before you register for theplanned services. If you need tostay in the hospital as the result ofan emergency, our Patient AdvantageRepresentatives will notify yourinsurance company if you supply uswith the necessary information whenyou register.

Even if you do not have insurance,our Patient AdvantageRepresentatives will contact you topre-register you, answer any