Our Pledge to Our Patients

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At LRGHealthcare, responding to our patient’s needs is our top priority.

Our staff will visit you regularly during your stay to ensure that we are meeting your needs.

Please let us know how we are doing and how we can improve your stay with us!

We PLedGe tO ALWAys:

Address any of your care needs.

Listen to you and how we can best meet your needs.

Answer all questions that you or a loved one have. Please use the notepaper provided to write down your questions.

Honor your dignity, religious beliefs, and ethical values.

Assist with changing your position.

Evaluate your physical pain and comfort.

Assist you in getting to the bathroom.

Bring you any items you need to be comfortable such as pillows or blankets.

Ensure that your call bell, phone, tray table, etc. are within reach.

Answer your call bell in a timely manner.

Clean our hands prior to caring for you.

Check your ID bracelet prior to giving you any medication, taking blood samples, or providing any treatment or procedures.

Explain the medications that you will be receiving.

Ask you, “Is anything else we can do for you” before we leave your room.

Ensure that you have all the information that you/your family need on discharge to provide for your care.

Have time for you and your family.

We Ask yOu OR A LOved One tO:

Ask questions. (Use the notepad in your patient handbook to write your questions)

Speak up if you are concerned about a test, procedure, or medication.

Check the information on your ID bracelet for accuracy.

Please wear your ID bracelet throughout your stay.

Be clear and complete about your medical history, including current medications.

Clean your hands often and remind visitors to do the same.

Remind us if we do not carry out our pledge to you.

A Message from Tom Clairmont, President/CEOLRGHealthcare has long been committed to keeping our community

healthy, and an important part of that effort is making sure our community is kept informed.We want you to be informed about wellness issues so you can make healthy choices to keep you and your family well; and we want you to be informed about your healthcare options so you can choose the healthcare services that are right for you. LRGHealthcare, composed of Lakes Region General Hospital (LRGH) and Franklin Regional Hospital (FRH), is a healthcare charitable trust. This organization is driven by healthcare needs of the communities that we serve.This comprehensive health system is designed to respond to the changing health and wellness needs of the individuals and families of the Lakes and Three Rivers Region.LRGHealthcare is committed to providing quality, compassionate care

and to strengthen the well-being of our community.

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FOR OUR PATIENTSWhat to bring

Personal Items: For your comfort, you will want to bring only a few personal items, such as a bathrobe, nightclothes, slippers, and personal toiletries including things such as a toothbrush, toothpaste, deodorant, etc.

Medications: Please bring a list, including dosage and frequency, of any medications that have been prescribed for you and that you are currently taking. This will help us better plan for your care. If you have a Medication Card, please bring that with you. Your Medication Card will be updated by your physician and nurse.

Insurance Cards: You should bring a photo I.D., all insurance cards, claim forms, or authorization forms.

Advance Directives: Please bring copies of any Advance Directives you may have. For more information on Advance Directives, please see page 4.

things to Leave at home

Personal Electrical Devices: For safety reasons, we must ask you to leave electrical appliances such as hair dryers and electric shavers at home (unless battery-operated). If you must bring an electrical device, it needs to be inspected and approved by our Bio-Medical Department. Please ask your nurse to arrange this for you.

Valuables: For safekeeping, valuables such as jewelry and money are best left at home, as LRGHealthcare cannot assume responsibility for valuables kept at the bedside. If you must bring valuables with you, you may wish to secure them in the Hospital safe. The nursing staff can make arrangements for the deposit and return of these items.

settLing in

Rooms: Each room has an individual bathroom. We ask that guests use the public rest rooms in public areas. Your nurse can help you locate the nearest rest room.

Television: Each room is equipped with a television with cable service, at no charge to patients.

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Room Service: We are pleased to offer patients hotel-style room service - At Your Service. Every patient is given a diet-specific menu based on their physician’s orders. Patients can order what they want, when they want it, and meals are prepared fresh, and delivered to their room within 45 minutes.

Depending on your dietary needs, you will choose from delicious options such as Beef Tips with Sautéed Mushrooms in a Burgundy sauce over Jasmine rice; Atlantic Salmon with a Cranberry Marmalade; Slow-roasted Turkey Dinner, or Grilled Lemon and Herb Haddock. They also offer a variety of fresh soups, salads, sandwiches, and grilled items.

TElEPhONES

Receiving Calls: Telephones are available to all non-critical patients. Friends and family may call you by dialing 524-3211. If calling from a touchtone phone, the caller should enter your extension when instructed. If the caller is calling from a rotary phone, or doesn’t know your extension, he or she should stay on the line to reach the operator.

Making a Local Call: To make a local call from your room, dial 9 + the number you are trying to reach.

Making Long Distance Calls: For long distance calls, please dial 8 + the number (long distance calls must be charged to your home phone or a calling card).

TDD: The Hospitals also have TDD (Telephone Device for the Deaf) for our hearing impaired patients. The number for that service at LRGH is 527-2914 and at FRH is 934-8202.

Wireless Access: WiFi access is available campus-wide at both Franklin Regional Hospital and Lakes Region General Hospital.

Cellular Phones: The use of cellular phones is permitted in designated areas. However, if you are not sure, please ask a member of your healthcare team.

Please turn off all cell phones in areas where they are not permitted!

Cellular phones can interfere with the functioning of sensitive electronic medical equipment.

YoUr heaLth care team

Hospitalist Program: A Hospitalist is a physician who specializes in caring for patients during their stay in a hospital. The LRGHealthcare Hospitalist Program is staffed by board-certified, internal medicine physicians who are available 24-hours-a-day, seven-days-a-week to provide coordinated, high-quality care for patients admitted to the hospital.

By working with you from the time of admission, the Hospitalist can better determine when

tests should be run, be there to promptly interpret those test results and

personally check on you more frequently. The Hospitalist is in close contact with your primary care provider, making sure he or she is informed about your condition.

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CARE MANAgEMENT

At LRGHealthcare, we take a team approach to your care. Within 24 hours of checking into the hospital, you will meet with a member of our care management staff. Then you, your care manager, Hospitalist, doctors, nurses, and other healthcare professionals will work together to create and implement the best care plan for you.

Our care management staff is made up of social workers and registered nurses who can assist you with discharge planning, emotional support, advance directives, and community services information. If you need to reach a Care Manager at Lakes Regional General Hospital, please call Ext. 3650 from within the hospital, or 524-3211, Ext. 3650 from outside the hospital. At FRH, please call Ext. 8379, or 943-2060 Ext. 8379 from outside the hospital.

SPIRITUAl CARE

We recognize that for many people, spiritual support is an important part of their physical and emotional wellness. We have a full-time Spiritual Care Coordinator who works in collaboration with our Care Management team, offering spiritual support and counseling to our patients and staff. If, at any time during your stay at LRGH or FRH, you would like to call upon the Spiritual Care Coordinator or any other community clergy member, please feel free to ask your nurse or care manager, and we will help connect you.

PAllIATIvE CARE

For individuals facing a chronic or life-threatening illness, LRGHealthcare has adopted a palliative care philosophy that meets the physical, emotional, and spiritual needs of the individual and his or her loved ones. For more information about this, please speak with your Care Manager.

AdvANCE dIRECTIvES

Federal law requires us to ask if you have a Durable Power of Attorney for Healthcare (Advance Directives).

Our Care Managers can provide you with forms you need, or answer any questions you may have.

Or, if you prefer, you may call LRGH Care Management at 524-3211, Ext. 3650. At FRH, please call 934-8202.

A Durable Power of Attorney for Healthcare allows you to name another person to make any and all healthcare decisions should you become unable to make your own decisions regarding your healthcare.

It is the philosophy of LRGHealthcare that adults have the right to make informed decisions regarding their healthcare.

We encourage a collaborative decision-making process that involves you, your physician or provider, and your family, while you retain the right to accept or refuse any medical or surgical treatment. =

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PATIENTS CONTINUEd

FOR OUR FAMIlIESvISITINg gUIdElINES

We understand that it is important for you to be able to visit with family and friends while you are in the hospital. Because we want to make this as convenient as possible, we do not have strict visiting hours.

However, we do ask that you are courteous of other patients, and recognize that there are times when the nursing staff may need to ask your family or friends to leave.

A NOTE TO OUR vISITORS:

If you are not feeling well, or showing sign of illness, we ask that you not visit your loved one while they are

in the hospital.

Family Birthplace: Fathers and family may visit at any time, and fathers or partners are also welcome to stay overnight.

Pediatrics: One parent may stay overnight in their child’s room after making arrangements with nursing staff.

Intensive Care Unit: Family only, or by arrangement with nursing staff.

Meals for GuestsA patient’s guests may dine in our cafeteria, or they may dine with the patient during a visit.

For a fee, guests may order from the Room Service menu. Ask your At Your Service Ambassador for details.

=CafeteriaFranklin regional hospital cafeteria is located on the first floor and is open seven days a week during the following hours:

6:15-11:00 a.m. hot Breakfast

12:00-1:30 p.m. lunch

2:30-4:00 p.m. Afternoon Break

5:00-6:15 p.m. dinner

Vending machines are available in the cafeteria. Accessible 24/7, they offer hot/cold beverages and snacks.

Lakes region general hospital cafeteria is located on the Lower Level (LL), is open seven days a week during the following hours:

6:30 a.m.-6:15 p.m. Coffee, Beverages, Snacks and Cold Foods

6:30 -8:30 a.m. hot breakfast

11:15 a.m.-1:30 p.m. lunch

4:30-6:15 p.m. dinner

Vending machines are available in our vending room on the Lower Level (LL). Accessible 24/7, they offer hot/cold beverages and snacks, all supplied by LRGH Food & Nutrition Services.

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ATM & NewspapersFranklin Regional Hospital ATM is located in the main lobby, and is serviced by Franklin Savings Bank. Newspapers are available in the gift shop, and in the main lobby.

Lakes Region General Hospital ATM is located on the Lower Level (LL) and is serviced by Laconia Savings Bank. Newspaper stands are also located on the Lower Level (LL).

MailHospital Volunteers will deliver mail daily (except Sunday) to patient rooms. The mail arrives from the post office between 9:00 a.m. and 11:00 a.m. Any mail that arrives after discharge will be forwarded to the home address listed on registration information.

FlowersFlowers sent to patients will be delivered to patient rooms by our Volunteers unless the patient’s physician/provider instructs that flowers are not permitted.

For our patients’ safety, flowers cannot be delivered to our Intensive Care Unit.

Gift ShopsFranklin Regional Hospital gift shop is located in the main lobby, and offers gifts, cards, jewelry magazines, flowers and

stamps. It is staffed by Volunteers, and is open Monday-Friday, 9:00 a.m. - 4:00 p.m.

Lakes Region General Hospital gift shop is located in the main lobby, and offers gifts, cards, jewelry magazines, flowers and stamps. It is sponsored by the LRGH Auxiliary, and staffed by Volunteers.

It is open Monday-Friday, 8:00 a.m. - 6:00 p.m., and weekend hours vary.

ChapelThe Franklin Regional Hospital chapel is located on the first floor, across from the gift shop. It is non-denominational and open 24/7. The Lakes Region General Hospital

chapel is located on the first floor, near the North elevators. It is non- denominational and open 24/7.

E-mail a PatientKeeping in contact with family and friends is important to the healing process. The Volunteers at LRGHealthcare make it possible for patients at Lakes Region General Hospital and Franklin Regional Hospital to receive email messages from their loved ones.

Email messages will be printed out by our volunteers and delivered to your loved one, Monday through Friday. Messages received on Saturday, Sunday or on a holiday will be delivered the next business day. vOlUNTEER SERvICES

The mission of Volunteer Services is to enhance and increase patient satisfaction by providing constant and positive support to staff, patients, families and visitors of LRGHealthcare.

Do you ever wonder how patients find their way around a hos-pital or how a beautiful bouquet of flowers magically appears in a hospital room? Chances are a dedicated volunteer made it happen.

LRGHealthcare volunteers are unsung heroes that willingly give their time, talent and skills to better our organization. They provide heart-warming care and comfort to patients, families and staff every day.

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FAMIlIES CONTINUEd

LRGHealthcare volunteers represent many backgrounds, cultures and age groups. You see them working in virtually every depart-ment in the organization—fulfilling responsibilities that are vital to our operations as an organization. You can pick them out by the color of their coats or by the smiles on their faces.

vISITOR ACCOMMOdATIONSLRGHealthcare Care Management staff is available to assist family members with lodging and dining needs.

ParkingPatient and visitor parking lots at LRGH and FRH are located in front of the main buildings. Handicapped parking spaces are located close to the front entrances. For your convenience shuttle services are available at the Lakes Region General Hospital campus. If your vehicle must remain in any of our parking lots over-night, please ask your nurse to notify our Security Department.

AccessibilityLRGHealthcare and all of its programs and activities are accessible to and useable by disabled persons, including persons with impaired hearing and vision.

Access features include:Convenient off-street parking designated specifically for disabled persons.

Curb cuts and ramps between parking areas and buildings.

Level access into first level with elevator access to all other floors.

Fully accessible offices, meeting rooms, bathrooms, public waiting areas, cafeteria, patient treatment areas, including

examining rooms and patient wards.

A full range of assistive and communication aids provided to persons with impaired hearing, vision, speech, or manual skills, without additional charge for such aids.

Some of these aids include:Qualified sign language interpreters for the deaf.

A twenty-four hour (24) telecommunication device for deaf (TTY/TDD) which can connect the caller to all extensions within the facility and/or portable (TTY/TDD) units for use by hearing or speech impaired patients/clients.

Readers and taped material for the blind and large-print materials for the visually impaired.

Flash cards, alphabet boards and other communication boards.

Assistive devices for persons with impaired manual skills.

We also offer translation services through a language line or the services of an interpreter for our patients who require foreign language translation.

If you require any of the aids listed above, please call the Director of Medical Safety and Healthcare Management at 527-2934. =

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PREPARINg TO gO hOMEPAyINg FOR hOSPITAl SERvICES

At LRGHealthcare, we understand that paying for hospital services can be challenging. But cost should not stop anyone from getting the healthcare they need. For that reason, we have a number of programs in place to help you access and pay for the healthcare you need.

After you leave the hospital, LRGHealthcare will bill all primary insurance carriers. Additionally, our Patient Financial Customer Service Depart-ment will assist you with the status of claims that have been filed with your insurance company. Please remember that even if you are covered by insurance, you are responsible for payment of any part of your bill insurance does not cover. It is your obligation to fulfill the requirements of your insurance plan.

For your convenience we now offer bill pay online services. We also offer a number of different financial assistance and referral programs to meet the needs of our community.

If you have questions, please contact our Patient Customer & Financial Services at 527-2864.

HealthLink and Healthcare Financial Counseling – Who Are We?

HealthLink is our community’s front door to healthcare information and resources. It is an information and referral system that provides healthcare financial counseling and access to medical, dental, wellness, and prescription services for those in financial need.

HealthLink is a partnership between LRGHealthcare, local physicians and medical providers, and area service agencies. Since our creation in 1993, we have helped to connect more than 23,400 people in the Lakes and Three Rivers regions to the services they need, both locally and through programs such as Medicaid, Medicare, Healthy Kids,

and services available to veterans through the Veteran’s Administration.

HealthLink is for EveryoneWhether you are new to the area, seeking infor-mation on available healthcare options, in need of healthcare financial counseling, or just need help finding answers to your health insurance questions, HealthLink can help.

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HealthLink Can......Connect you with a financial counselor who can help you determine which local services you may be eligible for and whether you may be eligible for low-cost health care services; help connect you with local resources; and help you work towards better health. Provide you with healthcare financial counseling including information about discounted rates and payment plans. If you live in the Lakes or Three Rivers regions and you need assistance accessing healthcare programs or services, please call HealthLink today. HealthLink is for everyone.

HealthLink Care Management: HealthLink’s care managers are a vital part of our ability to meet your healthcare needs. Our staff will meet with you one-on-one, and will get to know you and your personal healthcare needs. Your care manager will work in ongoing partnership with you to help you access the care and services you need.

based on your needs and circumstances, your care manager may:Guide you through the process of identifying services for which you may be eligible and help you fill out necessary paperwork.

Provide information on LRGHealthcare’s programs and other local resources and assist you in accessing those services.

Help you find answers to your healthcare questions.

Assess and identify any barriers to wellness you may face, and provide the support you need to help you achieve a healthy lifestyle.

Our care management staff ’s role goes well beyond serving only HealthLink members. Our belief is

that many people, whether they have insurance or not, could benefit from care management services.

in addition to healthLink care management, we also offer many other free care management programs to residents in our service area, including:Community Care Management for people who require care management services but do not qualify for HealthLink.

VetLink Care Management to help Veterans in our community access and understand the VA system.

HealthLink: HealthLink’s main office is located in Laconia, but we also offer services through HealthFirst in Laconia, Franklin and at Franklin Regional Hospital.

HealthLink Annex, 577 Main Street, Laconia, New Hampshire(603) 527-7171 Toll free: 1-866-970-LINK (5465).

QUAlITy CARE STATEMENT Lakes Region General Hospital, Franklin Regional Hospital, and our affiliated providers and services are committed to providing the highest quality of care to every patient. That commitment requires an aggressive ongoing quality assessment and improvement effort. While our hospitals, providers, and staff have earned excellent marks for patient care and safety, we believe that there’s always room for improvement.Some people may equate the need for a quality program with a quality problem, but that would be a mistake. The only constant in healthcare is change, and new technologies and advancement constantly bring the development of new best practices. Our quality improvement efforts ensure that our practices and hospitals continue to evolve with the latest medical research.And quality is not just about medical care; it also involves the experience of the patient. Customer service is an important part of LRGHealthcare’s quality improvement efforts. We want every patient who walks through our doors to have the best possible experience here.We value you, our patients, and we are always striving to im-prove and enhance the care we provide to you and your loved ones. LRGHealthcare welcomes your comments, questions, and concerns. If you have questions about our quality program, or any of our ongoing initiatives, call the Director of Medical Safety and Healthcare Management at 527-2934 or visit www.lrgh.org

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Lakes Region General Hospital

80 Highland Street, Laconia, New Hampshire 03246

603-524-3211

Franklin Regional Hospital

15 Aiken Avenue, Franklin, New Hampshire 03235

603-934-2060

Here for you 24/7

www.lrgh.org