Patient & Family Guide

The Patient & Family Guide is available as a PDF download and is provided to familiarize you with the people, services, and experiences you will encounter while at Nashoba Valley Medical Center.

Welcome to Nashoba Valley Medical Center, and thank you for choosing us. We are committed to giving you the highest quality patient care, in an atmosphere of comfort and concern.

As a community hospital, we honor our mission of providing local, convenient access to quality healthcare, close to home.

This booklet will help you become familiar with our facility. Please do not hesitate to ask your physician, nurse, or any member of your healthcare team about questions you may have or concerns which may arise. We value your opinion of the care and treatment you receive here. We count on your feedback to help us improve. Please address any concerns, suggestions, or comments to the Director of Quality Improvement, Nashoba Valley Medical Center, 200 Groton Road, Ayer, MA 01432.

Our very best wishes for a comfortable stay and a speedy recovery.

HOW TO USE THIS GUIDE
The Guide for Patients and Families is intended to familiarize you with the people, services, and experiences you will encounter while at Nashoba Valley Medical Center. It describes many helpful resources and includes telephone numbers, locations, and hours to help you access them. You may always ask your nurse to help you find the services or staff members you need as well.

Please call the Admitting Department, (978) 784-9245(with any questions you may have about your upcoming visit.

WHO MAKES YOUR HEALTH CARE DECISIONS?

You do. It is your choice whether or not heroic measures shall be used if your heart stops beating or if you stop breathing. According to your patient rights, you may refuse treatment to the extent permitted by law, while informed of the medical consequences of this action.

You also have the right to designate a representative decision maker, called a Health Care Proxy, in the event that you are incapable of understanding a proposed treatment or procedure or are unable to communicate your wishes regarding care. Please refer to the separate handout for more details on Health Care Proxies and Living Wills. Your decisions will be carried out by the person(s) whom you identify to make decisions on your behalf. The Case Management Department can help you with this process, and can also discuss with you any other options you may have.

ETHICS COMMITTEE

The Nashoba Valley Medical Center Ethics Committee is a group of physicians, nurses, administrators, clergy, and others, including representatives of the community, who are available for consultation for any patient, family member, or visitor. Should you have any concerns about ethical issues surrounding your care or that of a loved one, this committee can be consulted at any time by asking your physician and/or nurse. You can also access a member of the Ethics Committee by calling the hospital operator (dial 0) and asking for a member of the Ethics Committee.

Coming to the Hospital

YOUR ADMISSION
At the appointed time, come directly to admitting, just inside the emergency entrance. Parking is available in front of the hospital. If you need a wheelchair, we will be happy to provide one. The admitting clerk will complete your registration and ask you to sign insurance and consent forms.

WHAT TO BRING
We provide a hospital gown and bathrobe. You may wish to bring your own slippers, eyeglasses, books, toiletries (such as soap, tissues, toothbrush, toothpaste, hand cream), or other personal items. Toiletries should be stored in your nightstand.

MEDICATIONS
Please bring a list of all prescription and non-prescription medications, and their doses, which you are currently taking. While you are in the hospital, all medications will be supplied by the hospital pharmacy and dispensed by a member of your health care team.

WHAT NOT TO BRING
Please leave your jewelry, credit cards, electrical appliances, and money (except for small amounts to pay for newspapers, for example) at home.

PERSONAL BELONGINGS
During your admission, your nurse will complete a personal belongings list. Any items which you choose to keep with you during your hospital stay, including glasses, hearing aids, dentures, etc. will be logged onto the list and will remain your responsibility. You may also choose to keep items in the hospital safe; your nurse can help make those arrangements with our Security Department.

YOUR ROOM
After you are escorted to your room, your nurse will take an initial history and assessment, and explain the operation of the call signal, telephone, television, and your electric bed. The nurse will also make sure that you are wearing your identification bracelet, which notes your name, your physician, and other important information. It allows our staff to identify you at all times, whether you are awake or asleep. Please keep it on until you are discharged. If your physician gives approval, you may leave your room. For your safety, please wear slippers.

ROOM SELECTION
All of our rooms at NVMC are either private or semi-private. We will make every effort to accommodate your preference.

NURSES' CALL SIGNAL
You will find a white call button near the head of your bed. Your nurse will respond to this call signal at any time, day or night. Occasionally, your nurse may be busy with an emergency and unable to respond immediately to your call. After a brief wait, please signal again.

VISITORS
Visiting hours at NVMC are unrestricted. Your family and friends may visit at any time. The only restrictions would be based on your medical condition, or if limitations are set by your physician.

Visits from family and friends play an important role in your recovery. However, you need quiet time for rest. If for any reason you wish to limit the number of visitors or the length of their visits, talk to your nurse.

Parents or guardians of pediatric patients may visit at any time, day or night. A parent or guardian is encouraged to stay overnight with his/her child. Those parents who are 'rooming-in' will receive more information on this program from the nurse. Our nursing staff is happy to make arrangements so that the siblings of a pediatric patient may visit.

TELEVISION/INTERNET ACCESS
Television service is free. There is one 19" TV set in each patient room.

The Nashoba Valley Medical Center offers free high-speed internet access for all patients and visitors to the hospital. WYSE Winterm workstations are available for use in both the Emergency Department and the ICU waiting rooms with Internet access. There is a laptop available for signout.

NEWSPAPERS
Daily newspapers are available from machines located on the first floor, across from the vending area.

SMOKING POLICY
In order to protect your health and ours, there is no smoking permitted anywhere in the hospital.

TELEPHONE
Bedside telephones are available in all rooms. Your family and friends may call you between 9:00 a.m. and 9:00 p.m. You may make calls from 6:30 a.m. to 10:30 p.m. For local calls: dial 8, listen for a dial tone, then dial all seven numbers. These calls are free. All other calls are toll calls: You may call collect, use a telephone credit card, or charge the call to your home telephone by:

• Within the 978 area code: dial 8-0-978 and the full seven numbers. When the recording asks you to enter your calling card number, dial 0 and an outside operator will come on the line to assist you.
• For calls outside of area code 978, dial 8, 0, and the full ten numbers including area code. The outside operator will come on to assist you.
• To reach an 800 number, dial 8-1-800.

Pay telephones are located both in the main lobby and the emergency lobby. Text Telephone units, (978) 784-9595,are located in the emergency department and audiology (lower level of ambulatory care wing).

Portable wireless devices are permitted throughout the hospital with the exception of designated areas. Designated areas where wireless devices are prohibited will be identified with the appropriate signage.

MEALS
Each morning, a nutrition aide will bring you a menu listing the selections available for your meals the following day. Circle your choices on the menu; a member of the nutrition staff will collect it. If your physician has prescribed a special diet, your menu will list only those foods you are allowed to eat.

Please feel free to ask questions about your diet, to discuss food preferences or allergies, or to request assistance in food selection.

Meal Service

Breakfast 8:00 a.m. to 8:30 a.m.
Lunch 12:00 a.m. to 12:30 p.m.
Dinner 5:00 p.m. to 5:30 p.m.

Between-meal snacks, beverages, cereal, and ice cream are available on each floor. Before snacking, ask your nurse, nutrition aide, or dietitian about any diet restrictions you may have. Guest trays are available for visitors who would like to dine with patients. The charge is nominal and arrangements should be made 24 hours in advance through your nurse.

NUTRITION EDUCATION
Good nutrition is an important element in your recovery and continued good health. Our registered dietitian visits patients to evaluate nutritional needs and provide nutrition education. Your physician may ask the dietitian to consult with you, or you may request a visit through your nurse or nutrition aide.

INTENSIVE CARE UNIT
We understand that it can be especially stressful for the family of patients in the intensive care unit. Therefore, visiting hours are around the clock, although we prefer that visits take place during regular visiting hours. Visitors and clergy should use the telephone at the entrance to the ICU when they arrive, to make sure it is a good time to visit. Limiting visits to two members of the immediate family and respecting your health care providers' decisions about intervals will be helpful to everyone. A family spokesperson should be chosen to call the ICU, (978) 784-9340, to receive updates on the patient's condition at any time, and should pass that news along to others. There is a lounge just outside the ICU, where you may be asked to wait when special procedures are performed in the ICU. Please note that flowers are not allowed in the intensive care unit.

FIRE SAFETY
All hospital rooms are fire resistant, and each floor has fire extinguishers and an evacuation plan that is rehearsed regularly. If you hear a fire alarm, stay where you are and await instructions. If you discover a fire, report it immediately to the nearest employee or activate the nearest alarm. Do not attempt to put it out yourself. We conduct fire drills regularly to ensure our staff is always well prepared. Do not be alarmed if you see or hear evidence of such a drill.

GIFT SHOP
The Gift Shop is run by The Friends of the hospital and has cards, books, stationery, magazines, toiletries, and small gifts. It is open regularly on weekdays from 10:00 a.m. to 4:00 p.m., and occasionally on weekends and evenings.

CAFETERIA
The cafeteria, Cafe Nashoba, is open:

Monday - Friday:
  7:30 am - 10:30 am   Breakfast
11:00 am  -  1:30 pm   Lunch
  1:30 pm  -  4:00 pm   Grab N Go Selections

Saturday, Sunday
  8:30 am - 10:30 am   Breakfast
11:00 am  -  1:30 pm   Lunch
  1:30 pm  -  2:30 pm   Grab N Go Selections
The cafeteria is located on the lower level.

Holidays as posted.

VENDING MACHINES
Vending machines are located on the first floor, and carry snacks, sandwiches, and a variety of hot and cold drinks. Microwaves for heating entree selections are available. It is open 24 hours.

PASTORAL CARE
Clergy from most major denominations make regular visits to the hospital. Your nurse can arrange a visit for you.

VOLUNTEERS
A dedicated corps of volunteers will help to make your stay more pleasant. Volunteers will deliver your mail, flowers, or newspaper, will offer you selections from the book cart, and are available for writing letters and making purchases for you from the Gift Shop. Volunteers work behind the scenes throughout the hospital, assisting wherever needed. For information about the volunteer program, call human resources at (978) 784-9200.

Case Management

DISCHARGE PLANNING
Every patient who is either admitted or in observation status is assessed for discharge planning needs by a nurse case manager. The nurse case manager works closely with you and your family, your physician, primary nurse, and the rest of your healthcare team to develop a safe and therapeutic discharge plan. That discharge plan provides for your continued care needs, if you have any, after you leave the hospital.

DISCHARGE INSTRUCTIONS
Before you leave the hospital, your physician and nurse will give you detailed instructions regarding your continued recovery. You will be told about medications, special diets, restrictions on your activity, and the need for follow-up care. You will receive an instruction sheet that we will ask you to sign. If there is something you do not fully understand, please ask questions before you leave the hospital.

UTILIZATION MANAGEMENT
Federal and state regulations regarding Medicare and Medicaid, as well as insurance companies and HMOs, require hospitals to review the need for each hospital stay. Continued stay in the hospital is also reviewed to ensure that each patient still requires hospital level of care. In the rare case where it is determined that continued hospitalization is not medically justified, you would be notified both in person and in writing. At that time, an appeal procedure will be fully explained.

SOCIAL WORK
A social worker (master's level clinician) is available to assist you with the following: community resources and services; patient/family financial issues; child, elderly and disabled abuse/neglect; domestic violence issues; substance abuse; crisis intervention; emotional support; and patient advocacy. If at any time you have questions concerning your hospital stay or discharge plans, please call the case management department:
Manager of Case Management .978-784-9489
Social Worker . . . . . . . . . . . . .978-784-9416
Case Management Office . . . . .978-784-9668

WHEN YOU LEAVE
Your physician will determine when you are well enough to leave the hospital. Discharges are usually between 9:00 and 11:00 a.m., but can sometimes be in the evening. Your nurse will help you get ready to leave and a transporter will escort you to the lobby. Please collect all your belongings, including any valuables or medications that have been held for you. If you are being discharged to a rehabilitation facility or nursing home, the physician may order an ambulance to transport you. A friend or family member may be able to drive you, but only if your physician feels it is medically advisable. The nurse can assist you.

EMERGENCY RESPONSE
Our LifeLine Program brings confidence and security to individuals who live alone or become frail. LifeLine provides immediate assistance at the push of a button. For more information, please call  (800) 543-3546 or speak to your nurse case manager or social worker.

Click Here for the 2011 Annual Report from Nashoba Valley Medical Center's Patient & Family Advisory Council.