Welcome to University Health Care System. Weare honored that you have entrusted us with

your care, and we will do everything we can to makeyour stay as comfortable as possible.

We are always looking for ways to exceed patients’expectations, and we hope you will give us thatopportunity while you are at any of University HealthCare System’s facilities. If you know of a way for usto improve, we want to hear about it, since our pri-mary goal is to ensure you receive high-quality, com-passionate care.

If you would like to share your thoughts regardingyour care, you can call our Care Line at 706/774-CARE

(2273). You also might receive a questionnaire in themail after your stay requesting feedback regardingyour care. Please take the time to complete and returnthis “report card.”

On behalf of the University team, I wish you aspeedy recovery and a positive health care experience.

Sincerely,

James DavisPresident/Chief Executive OfficerUniversity Health Care System

W E L C O M EUpdatedFebruary 2014

O V E R V I E W

OverviewUniversity Health Care System is anchored by the 581-bedUniversity Hospital, and serves Augusta-Richmond County andthe surrounding region. University Hospital is governed by theBoard of Trustees of University Health Services, which servesvoluntarily to help ensure that our patients have quality medicalservices. Founded in 1818 as City Hospital, the hospital was firstlocated on the 100 block of Greene Street. University has sincemoved through four facilities to its present location, whichopened in 1970. Over the years, the campus has expanded toinclude the Heart & Vascular Institute and office buildings thathouse more than 600 physicians and various treatment centers.

University has a long history as a leader in delivering car-diovascular, cancer and women’s services. We developed thearea’s first outpatient cardiac catheterization and performedthe region’s first angioplasty. We opened the area’s first BreastHealth Center and put the area’s first Mobile MammographyUnit on the road, giving more women in our community accessto breast cancer screening. Our W.G. Watson, M.D., Women’sCenter features 36 obstetrical suites and state-of-the-art surgical suites dedicated for obstetrical and gynecological

patients. The center has a well-baby nursery and a 40-bedLevel III Special Care Nursery offering neonatal intensive careto our smallest and most critically ill infants.

The Heart & Vascular Institute, a 188,000-square-foot cardiovascular center with 72 inpatient suites, is the largest,most comprehensive center of its kind in the region andoffers a full range of heart and vascular care, from diagnosisto rehabilitation.

Recognizing the need to serve more of the communitycloser to home, University has established medical centers inSouth Richmond County and expanded services in ColumbiaCounty to include medical office buildings, a joint-venturediagnostic imaging center, a skilled nursing facility, a jointventure Day Surgery Center and Prompt Care facilities.Columbia County is also the home of Brandon Wilde, widelyrecognized as one of the finest “Life Care” retirement com-munities in the nation.

University is accredited by The Joint Commission (TJC),which is an independent, not-for-profit organization, estab-lished more than 50 years ago. The Joint Commission is gov-erned by a board that includes physicians, nurses and con-

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sumers. The Joint Commission sets the standards by whichhealth care quality is measured in America and around theworld. University also has been designated as an AdvancedPrimary Stroke Center through Joint Commissions Disease-specific certification program.

In addition:University is the only hospital in Augusta to receive theMagnet Award for nursing excellence from the AmericanNurses Credentialing Center (ANCC). Magnet status is theANCC’s highest honor that can be received for outstandingachievements in nursing.

University has received full Cycle II Accreditation withPercutaneous Coronary Intervention (PCI) from theAccreditation Review Committee of the Society of Chest PainCenters, and is the only hospital in Augusta whose Cardiacand Pulmonary Rehab programs are certified by theAmerican Association of Cardiovascular and PulmonaryRehabilitation. The Vascular Lab at University is the only labin the CSRA to be accredited in five types of noninvasivevascular testing.

University has received the American College of Surgeons

Commission on Cancer accreditation with commendation,which recognizes cancer programs that strive for excellencein providing quality care to patients.

University Health Care System has been honored toreceive the Consumer Choice Award from the NationalResearch Corporation (NRC) for best overall quality andimage in the Augusta region every year since 1999. TheConsumer Choice Award is based on an independent surveyof consumers conducted by NRC to recognize the most pre-ferred hospitals in about 190 metropolitan areas across thecountry.

University Hospital’s Breast Health Center has beenaccredited by the National Accreditation Program for BreastCenters (NAPBC), a program administered by the AmericanCollege of Surgeons. University has the only nationallyaccredited breast health center in the region. University hasbeen ranked 26th nationally of the Top 100 Hospital byWomenCertified® for demonstrating extraordinary service inmeeting the needs of women and their families.

U.S. News and World Report named University the high-est performing hospital in Augusta in Ear, Nose and Throat;Gastroenterology; Nephrology and Orthopaedics.

Our personnel are deeply concerned about you andthe care you receive at University Hospital. Please

notify unit staff immediately if you have concerns aboutyour care or accommodations. If the unit staff is unableto resolve your concerns, you may wish to contact theCare Line. To reach the Care Line from your room, dialextension 4-2273 or “9” then 706/774-CARE (2273). Wewill address your concern and make every attempt toresolve problems or issues.

Comments and SuggestionsSince we are always looking for ways to improve patientcare, we need your comments or suggestions about ourservices and our facilities. You may e-mail your com-ments to careline@uh.org or visit our website atwww.universityhealth.org/patientvisitorinfo and send aCare Line note. Thank you for taking time to help us.

To Recognize EmployeesWe also want to know when you are pleased with ourservices so we can recognize employees who gobeyond your expectations in giving you exceptionalservice. You can let us know about these employeesby calling the Care Line at 706/774-CARE (2273) orsending an e-mail to careline@uh.org. You also willfind the Care Line on our website at www.university-health.org/patientvisitorinfo.

Y O U R S A T I S F A C T I O N v C O M P L I M E N T S v C O N C E R N S

Your room assignment at University Hospital is basedon your admitting diagnosis, medical condition and

bed availability on the day of your admission. Chargeswill reflect the actual room usage regardless of your stat-ed request. We try to honor each patient’s preference fora private or semiprivate room, but other arrangementsmay be necessary due to occupancy, physician’s ordersor the nature of your condition.

Calling Your NurseTo call your nurse, press the nurse call button located inthe bed control panel. Do not hesitate to call your nurseanytime you have a concern about your care or condition.A staff member will respond to your signal as soon aspossible. Please stay in bed after you receive pain med-ication, pre-procedure medication or you have been pre-pared for the night. Strange surroundings and sleepingmedications may create a hazard if you get out of bed.For assistance during the night, please use your call but-ton, and the nursing staff will be happy to assist you. Ifyour physician has indicated that you are to be up only

with assistance, please call the nursing station and waitfor the help your physician has determined you need.

Lost and FoundLost and found items are turned in to EnvironmentalServices. To inquire about a lost item, please dial706/774-2153. We make every effort to notify patients ofpersonal articles left at the hospital. For housekeepingneeds, please dial 706/774-2153.

Hair SalonAn in-house hair salon is available for men and womenon the hospital’s second floor. If your physician approves,you may visit the salon or have a hair stylist visit yourroom. Please ask a member of your patient care team toschedule your appointment. Payment is due when serv-ices are rendered. The hair salon, a project of theVolunteer Board of University Health, also serves visi-tors. Manicures and pedicures are also available. Toschedule an appointment, please call 706/774-2203,Monday-Friday, 8:30 a.m. to 5 p.m.

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BankingAutomated Teller Machines (ATM) are located in the mainhospital lobby directly in front of the main elevators andin an alcove under the stairs in the lobby of the Heart &Vascular Institute.

Newspapers and MagazinesThe Augusta Chronicle and other local and regional news-papers are located in racks just outside the Food Courtentrance on the first floor and in the vending area of theHeart & Vascular Institute. Magazines may be purchasedin the Sunshine Gift Shop in the main lobby.

Telephone ServicesThere is no charge for making local calls. Simply dial “9”and the number you desire. To call long distance, dial 9 +0 + area code + number. You will be given an opportunityto enter your calling card information. If you do not havea calling card or if you wish to pay a different way, anoperator will come on the line to assist you. Should the

hospital’s long distance carrier be different from the oneyou prefer, please dial “0” and a hospital operator willassist you in placing your call. Calls cannot be billed toyour room. However, you may use a major credit card, billto a third party or make a collect call.• Family and friends can call your room directly by dialing

the number on your phone. Upon request, the hospitalcan block incoming calls to your room but still allowyou to make outgoing calls.

• Courtesy phones are located off the main lobby nearthe Levi W. Hill III Auditorium and in the lobby of theHeart & Vascular Institute.

• Special telephones are available for those with hearingimpairments. Please ask your nurse to arrange for theuse of this equipment.

Patient TVTelevision programming is provided through Comcast andincludes more than 50 stations. In Women’s Center rooms,the Newborn Channel is broadcast on Channel 80.

Your Menu and Meal ServiceEach day you will select your meals from a menu pro-vided by your Catering Associate. If you are on a spe-cial diet ordered by your physician, you will receivemenus tailored to meet your specific needs. If you haveany questions about your menu or have special foodrequests, please discuss them with your CateringAssociate during daily visits.

Guest TraysVisitors may dine with you in your room. In-room guestmeals may be ordered for a reasonable fee through yourCatering Associate.*Breakfast $4Lunch and Dinner $5

VIP MenuIn an effort to make your stay at University Hospital aspleasant as possible, we offer an additional VIP menu of elegant food choices and fine-dining services.*$12 each

*Guest trays and VIP meals cannot be billed to yourinsurance.

Special OccasionsWe are happy to celebrate special occasions in yourlife and will be pleased to serve a complimentary cakefor your birthday or wedding anniversary. Please con-tact your Catering Associate to make necessaryarrangements.

F O O D S E R V I C E S F O R P A T I E N T S A N D V I S I T O R S

Your safety and security are important to us. Ifyou have any concerns, please tell one of our

staff members.

Smoking PolicyUniversity Hospital is a smoke-free hospital. Smokingoutside on the campus is discouraged but permittedonly in designated smoking areas.• Your physician has available alternate medical

approaches for the management of nicotine depend-ency or withdrawal. Should your physician prescribeone of these management tools for your use duringhospitalization, the charge will be added to your billat the hospital’s cost.

• The cost of replacing University Hospital propertydamaged or destroyed as a result of patient smokingwill be added to the responsible patient’s bill.

Information DeskThe main lobby Information Desk is staffed 24 hours aday. After 9 p.m., all non-emergency visitors must enterthrough the main entrance and must stop at theInformation Desk for a visitor’s badge. The Heart &Vascular Institute information desk is staffed Monday-Friday, 6 a.m. to 9 p.m. After-hours visitors to the Heart & Vascular Institute must get a visitor’s badge from thenursing supervisor.

Visitor IdentificationIf your patient care team determines that a family mem-ber or friend staying overnight will not adversely affectyour condition, the visitor will be given an identificationbadge. Identifying after-hours visitors helps ensure a safeenvironment for everyone in the hospital.

SecurityUniversity Hospital security personnel are on dutyaround the clock. Our uniformed officers drive markedvehicles and carry two-way communication equipment.For your safety, the hospital, campus and parking areasare monitored by a closed-circuit television system. Ifyou need a security officer, dial extension 4-2295 fromthe nearest house phone or dial “0” for the hospitaloperator and ask for Security.

Safekeeping of ValuablesValuables such as jewelry, credit cards and cash shouldnot be kept in your room. You may deposit your valu-ables with Security by letting your nurse know you wantto use this service. We ask that you and your visitorsplease not leave valuables unprotected. The hospital isnot responsible for the loss of money or valuables keptin your room. Please limit the valuables you bring to thehospital to only those necessary for your stay.

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Electrical DevicesTo reduce possible fire or electrical hazards: You mustlimit your electric personal care items to the followingappliances if needed during your hospital stay: haircurlers, curling iron, hair dryer, toothbrush, shaver, hairclippers and CPAP machines or other sleeping devices.Please let your nurse know if these items are broughtinto the hospital. Our Plant Engineering Departmentmust do a quick safety check to ensure that your equip-ment is working properly prior to use. For your protec-tion, Hospital Safety Policy prohibits all other electricalappliances, including televisions, radios, toasters and coffee makers.

Fire and Disaster DrillsTo ensure your safety in the event of a fire or disaster,drills are routinely held at University Hospital. If there isa drill while you are in the hospital, please remain inyour room, request visitors to do the same and do notbecome alarmed. Fire doors will close automaticallythroughout the hospital when a drill is in progress. Inaddition, we ask that visitors not try to use elevatorsduring a drill. Thank you for cooperating during ouremergency preparedness time. In the event of a realemergency of any kind, patients and visitors will beinformed by hospital staff of appropriate actions totake.

Finding Your WayHelpful maps titled “Finding Your Way” include the hospitalcampus and the first and second floors and are availableat information desks and other locations throughout thehospital. If you can’t readily find a copy, inquire at themain information desk in the hospital lobby. Feel free toask any employee for assistance in locating any room orservice in the hospital.

Pastoral CareChaplains work closely with physicians and other clinicalstaff to help patients and their families look at the mean-ing of illness; they also use faith and religious resourcesfor coping with crises. Often they simply offer a listeningear. The services of a chaplain are available around theclock, every day of the year. If you would like to have achaplain or a local minister visit, please dial “0” for thehospital operator and ask for the chaplain’s office or havea member of your patient care team page the chaplainon call. Chaplains also are available for sacramental min-istries and religious liturgies.

Interfaith ChapelAn interfaith chapel, located off the main first floor lobbynear the visitor elevators, is open to people of all faithsfor prayer and meditation. Worship services are held hereeach Sunday at 10:15 a.m.

Support GroupsUniversity Hospital offers a number of support groups forpatients and their families needing support of others experi-encing similar situations. Log on to www.universityhealth.org/calendar for a complete listing.

InterpretersFor Persons with Limited English ProficiencyThrough our Speech and Hearing Center, we offer inter-pretation services for non-English speaking patients. Thisincludes a special telephone network system that providesmedically certified interpreters in more than 100 languages.Medically certified Spanish interpreters also are on call toprovide direct personal translation. Please tell a memberof your patient care team if you need this service.

For the Hearing ImpairedSpecial amplified telephones are available for the roomsof patients who are hearing impaired. In addition,arrangements can be made through our Speech andHearing Center to provide a medically certified AmericanSign Language interpreter. Please let your nurse know ifyou need either of these services. Accommodation ofpatients with sensory deprivation or patients who arenon-English speakers and/or their families is governed byhospital policy, which also outlines grievance procedures,as provided by Section 504 of the Rehabilitation Act.Please contact your nurse or the Care Line at 706/774-CARE(2273) if you experience any difficulty.

Mail and FlowersYour mail and flowers are delivered directly to your roomeach day, except in critical care areas. Patients in inten-sive care units cannot receive flowers, balloons or giftsother than cards in their rooms. Your mailing addresswhile you are here is University Hospital, 1350 WaltonWay, Augusta, GA 30901-2612. Mail received after yourdismissal will be forwarded to your home.

P A T I E N T S E R V I C E S

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Magnolias Breast Health BoutiqueUniversity’s Breast Health boutique offers wigs and pre-and post-mastectomy necessities, including breastforms. Clients are treated with dignity and confidential-ity in a private, comfortable environment by knowl-edgeable and caring staff. The boutique stocks themost widely recognized and prescribed product lines,and they believe clients can look and feel fabulouswithout sacrificing their treatment goals. The boutiqueis located in the Breast Health Center, ProfessionalCenter 2, Suite 204. The boutique is a project of theVolunteer Board of University Health. Call 706/774-4155for hours of operation.

Wireless Internet ServiceWireless internet service is available from all patientrooms and in all guest-accessible areas of the main

hospital building and in the Heart & Vascular Institute,including waiting rooms, the main cafeteria and the coffee shop. Your device must have 802.11b wirelesscapability and you will be required to acknowledge andaccept the user agreement presented when you link tothis service. This is a non-secure connection and is notprotected in any way. As this connection is providedpurely as a convenience for our patients and visitors,University accepts no responsibility for any virus, spamor other damaging activity, programs or executablefiles that might be downloaded or accessed in anyfashion. We also do not provide user services in theevent of problems related to personal devices or aninability to connect to this service; we can only adviseusers of the status of the network and its availability.

Your Patient Care TeamYour Patient Care TeamEach unit is the responsibility of a designated clinicaldirector and nurse manager. A patient care team isassigned to care for all your needs.

Access CoordinatorsAccess Coordinators verify insurance benefits. They alsoregister you as a patient and advise you concerningfinancial arrangements. They are responsible for collect-ing the patient’s portion, such as co-payments anddeductibles at the time of admission or registration.

Assistant Nurse ManagersAssistant Nurse Managers (R.N.s) on each shift haveoperational responsibility for the nursing unit in additionto giving direct patient care.

Case ManagersCase Managers are the link between medical services andfinancial reimbursement. The case manager will arrangepost-hospital services as necessary following payorguidelines and requirements.

Catering AssociatesCatering Associates are your personal contact for menus,meals and snacks.

HospitalistsHospitalists are physicians who specialize in managementof acute medical problems for patients who are admittedto the hospital as inpatients. Hospitalists may care foryou during your hospitalization instead of your primarycare physician. This helps your primary care physicianbecause the hospitalist is in the hospital to answer yourquestions and assist you with the recovery process byfollowing up on tests and adjusting your treatment planthroughout the day. Upon discharge, the hospitalist will

discuss your hospitalization with your primary care physi-cian, who will follow up with you in his/her office. If youhave any concerns regarding a member of the medicalstaff, please notify the charge nurse on your unit.

Housekeeping AidesHousekeeping Aides take care of your environmentalneeds such as room cleanliness and floor care.

IntensivistsIntensivists are private practice physician members ofour medical staff who specialize in the management orco-management of patients admitted to critical care unitsin the hospital. An intensivist helps your admitting physi-cian manage your medical problems while you are in theCritical Care Unit. The program includes interdisciplinaryworking rounds with the team setting daily goals for yourcare. Upon your transfer out of the Critical Care Unit, yourattending physician will continue to care for you on theregular nursing unit. The intensivist may continue to con-sult on your case if requested by your attending physician.

Licensed Practical NursesLicensed Practical Nurses (L.P.N.s) deliver patient carewithin the scope of their licensure. Your L.P.N. is crosstrained to administer medications and intravenous fluids,obtain blood samples, perform EKGs and provide directpatient care.

Patient Care AssistantsPatient Care Assistants prepare your room for arrival andorient you to your room; change linens in your roomdaily; deliver direct patient care including measuring vitalsigns, weight and intake/output; assist with your daily liv-ing needs and perform basic patient care proceduressuch as preps and dressing changes. Patient care assis-tants with advanced training also perform EKGs andobtain blood samples.

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Registered NursesA Registered Nurse (R.N.) assesses your needs, anddevelops your individualized nursing plan of care in coor-dination with you and your family, your physician andother team members, provides complex nursing care andevaluates how you respond to care.

Social WorkersSocial Workers assess the patient and the patient’s sup-port system to determine the care that will be needed atdischarge. This is matched with the willingness and ability to care for the hospitalized patient at the time of dis-charge. Social workers also assist patients and familymembers with seeking charity and financial assistance,legal guardianship, adoptions, and psychiatric and drugrehabilitation referrals.

Unit ClerksUnit Clerks take care of dismissals and the clerical needsof the unit, order all supplies and manage patient calls.

Other ProfessionalsOther professionals on the team are recognized by theirproper professional titles, such as Physical Therapist,Occupational Therapist, Respiratory Therapist, SpeechTherapist, Audiologist, Pharmacist and Phlebotomist.These health care professionals and others work withother disciplines to deliver treatment/therapies.

Medical RecordsYour medical record begins when you first receive servic-es from the hospital and is maintained electronically.Except as permitted by law, information contained inyour medical record will be released only upon presenta-tion of a release signed and dated by you or by a personlegally authorized to act on your behalf. When yourrecord is complete, you may request a copy (fees apply)

or schedule an appointment to review your record. Feesfor copying are consistent with state and federal guide-lines. Requests for copies of a completed record or por-tions thereof will be processed within three working daysof the request. Requests for copies or an appointment toview your record should be directed to UniversityHospital, Health information Services, 1350 Walton Way,Augusta, GA 30901-2612.

For Parents of Pediatric PatientsVisiting• Only one family member may stay overnight with a

child in a semiprivate room. Two may stay overnight ina private room. Each overnight visitor must be 16 yearsor older, unless they are the child’s parents.

• Brothers and sisters accompanied by an adult mayvisit between 11 a.m. and 9 p.m. A child who is ill or hashad contact with anyone who is ill in the past threeweeks may not visit. University Hospital is not respon-sible for any injuries or illnesses that occur as a resultof visits by children.

• Children who are patients are not allowed to leave thefloor without permission of the physician and nursecaring for the child.

Family Services• A shower and bath are available for parents. Please ask

your nurse for towels and soap.• You may order a guest meal tray through your Catering

Associate for a small charge. Please ask your CateringAssociate for details. If your child is not allowed to eator drink, please try not to eat in the room.

The PlayroomWith your nurse’s permission, your child may enjoy spending time in our playroom near the nursing station.Thank you for keeping our playroom tidy.

F I N A N C I A L M A T T E R S v I N S U R A N C E

Financial ArrangementsYou or your representative need to make satisfactoryfinancial arrangements for your treatment. In additionto your insurance coverage, we accept cash, personalchecks, VISA, MasterCard or American Express. Ouracceptance of insurance assignments is a courtesy toyou, and benefits are accepted with the full under-standing that you or your guarantor is fully responsiblefor payment of the bill.

Patient/Guarantor PaymentIf no applicable benefits for hospitalization insurancehave been assigned, a cash deposit is required at thetime of elective admission. Co-payments or deductiblesare payable at the time of service. Your AccessCoordinator is your advisor concerning payment arrangements.

BillingAll charges may not appear on your bill by the time youleave because of the cycles of the various services youmay have used. After you get home, you will receive asummary statement of services provided, and we willfile claims to your insurance on your behalf. You mayalso request a fully itemized statement, (except in thecase of Medicaid coverage). After you receive the initialstatement, you will receive at least one statement every30 days until your account is paid in full. If you haveany questions, please call the Patient Accounts ServiceCenter at 706/828-2333.

Managed Care/Preferred ProvidersUniversity Hospital is considered a preferred providerfor many insurance plans and networks. However, ifUniversity is not your plan’s preferred provider, youmay incur a larger financial responsibility for choosinga “non-network” hospital. It is the guarantor/patient’sresponsibility to confirm the preferred provider status

of University Hospital with your insurance carrier. Ifyour choice of University Hospital is “out of network,”and you are unable to obtain an exception from yourinsurance plan, you will be responsible for whateveryour insurance does not cover, which is likely to be asignificant amount.

MedicareYour Medicare card must be presented at admission toconfirm your benefits. At the time of your registration,the Access Coordinator is required by law to ask sever-al questions from the Medicare Secondary Payor formthat will aid us in properly billing your account toMedicare. Dental admissions are not covered underMedicare.

MedicaidIf you receive Medicaid, you should present a medicalcard for the current month at the time of your admis-sion. Regardless of “medical necessity,” Medicaid willnot pay for a private room. Medicaid is secondary toany and all third-party coverage. All applicable insur-ance must be assigned to University Hospital as pri-mary carrier. Medicaid does not allow the hospital togive patients or others an itemized statement for thepurpose of collecting unassigned third-party payment.Medicaid requires notification of any person requestingan itemized statement.

Self-Pay CareIf you do not qualify for any of these programs andyou do not have insurance, you will be eligible forUniversity’s self-pay discount. After the self-pay dis-count reduces your total hospital bill, you will beresponsible for the remainder of your charges.Arrangements can be made for monthly payments with the Patient Accounts Service Center at 706/828-2333.

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Physicians’ FeesYour hospital bill does not include fees for your physi-cian(s) or for services from physicians who practice atUniversity Hospital to include: emergency physicians,anesthesiologists, pathologists, radiologists, neonatolo-gists or other independent practitioners. You willreceive a separate bill from their billing offices, and allinquiries should be directed to the telephone numberon the bill.

Utilization ReviewUniversity Hospital is required by Medicare, Medicaid andmost private pay health insurance plans to monitor thepatient’s hospital stay. If your coverage requires suchmonitoring, you will be asked to sign a consent forrelease of your medical information to the requestingagency. If, during this monitoring process, your insurancecompany or agency notifies the hospital that services youare receiving are no longer covered by terms outlined inyour policy, your admissions coordinator will contact youto discuss this matter.

Blood BankThe blood bank supplies blood and blood componentsyou might need during your hospital stay, to the extentavailable. Blood bank technologists and technicians fol-low the American Association of Blood Banks’ guidelinesand protocol. Your relatives and friends can help maintainthe community’s blood supply by donating in your nameat the Shepeard Community Blood Center. Please call thecenter at 706/737-4551 for more information.

Diabetes ServicesIf you have diabetes, your physician may refer you to aninpatient diabetes educator. This staff member can pro-vide education and training necessary to better manageyour diabetes while in the hospital. University HospitalDiabetes Services also offers a comprehensive outpatientprogram, to include individual and group counseling,education, meal planning and an insulin pump supportgroup. The program is staffed by a registered dietitianand nurse educators, who are all certified in diabeteseducation. Call 706/868-3241 for more information.

Emergency ServicesThe Emergency Department treats more than 70,000patients annually. In addition to treatment of cardiovascu-lar and other acute emergencies, the EmergencyDepartment includes a Pediatric Emergency Departmentfor children up to age 18 and Minor Treatment, which isdesigned to care for minor emergencies in a special sec-tion of the Emergency Department. Registration is com-pleted at the bedside. Emergency Department co-payswill be collected at the end of the visit.

Extended Care ServicesUniversity Health Care System, through UniversityExtended Care, operates three extended care facilitiesin the area:• Kentwood Extended Care Facility, located at 1227

West Wheeler Parkway in Augusta, has 100 beds – 80dedicated to skilled nursing care and 20 personal carerooms with easy access to a registered nurse shouldthe need arise.

• Westwood Extended Care Facility, located at 561University Drive on University’s Evans campus offBelair Road, has 149 nursing home beds and providescare for Alzheimer’s patients in a unit speciallydesigned to allow freedom of movement within theconfines of a safe environment.

• Brandon Wilde Pavilion and Colonnade, located at4275 Owens Road in Evans, has 65 skilled nursingbeds and 40 personal care rooms. A specializedAlzheimer/dementia unit for unique needs also is avail-able. Brandon Wilde does admit from the communityto these facilities.

Palliative CarePalliative Care is patient- and family-centered medicalcare for those living with a chronic and/or life-limiting ill-ness. Palliative care is focused on therapies that supportthe best quality of life. Important goals are the relief ofsuffering from pain or other symptoms often associatedwith severe illness. Along with your primary doctor, pal-liative care provides a team of specially trained staff whocan provide physical, emotional and spiritual support dur-ing this time of stress. Any patient with a life-limiting ill-ness such as heart failure, stroke, chronic lung disease,kidney failure, cancer, Alzheimer’s, AIDS or liver diseasemay be appropriate. A Palliative Care consultant is avail-able to assist the patient, family and physician in deter-mining eligibility, identifying goals and discussing optionsfor care. For more information, please ask your physician,nurse or case manager for a consultation.

HospiceUniversity Hospice offers comfort, compassion and dig-nity to those with life-limiting illness. Hospice is a phi-losophy of coordinated care for patients and their lovedones that does not seek to lengthen life or hastendeath. Hospice workers provide their patient and familywith information and opportunities to participate in thedecision making process. The focus is always on con-trolling pain, managing symptoms and providing com-fort, dignity and quality of life. The hospice staff assistswith all the traditional physical care tasks, such as

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bathing, managing pain medications and arrangingmedical equipment and therapies. Also, the staff andvolunteers perform simple tasks including assisting withhousehold chores, helping put financial matters in order,talking openly about feelings, arranging transportationto doctor appointments and helping family memberscope. If a person has a terminal illness or disease that isno longer responding to aggressive care, they are eligi-ble for hospice care if two physicians can certify theircondition and prognosis. One of these may be the hos-pice physician. Hospice covers all services, medicationsand equipment related to illness. For more informationon University Hospice, call 706/774-4160 or toll free1/866/774-4160.

Home HealthUniversity Home Health provides highly skilled healthcare for home-bound patients within 14 counties inGeorgia and South Carolina. Skilled nurses, home healthaides, physical therapists, occupational therapists,speech therapists and medical social workers are avail-able for home care visits. For more information or tohave someone come and talk with you, please call theHome Health Intake Office at 706/774-4160.

LaboratoryThe University Hospital Laboratory is a full-service labo-ratory offering extensive testing capabilities. The labo-

ratory is fully accredited and continually strives to meethigh quality standards. Your testing at University is per-formed by certified medical technologists and techni-cians who strive to give reliable, timely results.University Hospital has the ability to meet your outpa-tient laboratory needs by providing the following loca-tions to serve you:

Main CampusOutpatient Center, 706/774-7600, Monday-Friday, 6 a.m.-6 p.m. and Saturday, 7 a.m.-1 p.m.

EvansMedical Office Building 1, Suite 102, 447 North BelairRoad, 706/854-2178, Monday-Thursday, 7:30 a.m.-5 p.m.and Friday, 8:30 a.m.-12:30 p.m.

South Richmond County3121 Peach Orchard Road, Suite 105, 706/792-5044,Monday-Thursday, 8 a.m.-5 p.m. and Friday, 8 a.m.-12:30 p.m.

WebsiteTo learn more about these and other services ofUniversity Health Care System, please visit our website at www.universityhealth.org.

Infection PreventionPlease help prevent the spread of germs by completinghand hygiene before and after your visit. Hand hygieneis encouraged, especially if you are assisting with orlearning a patient care procedure or when you come tovisit directly from work. Hand hygiene can be done byusing the waterless alcohol-based hand sanitizer, thepreferred method, or by handwashing. A dispenser ismounted on the wall outside and inside the room door.Rub one squirt into your hands for hand hygiene. If youor your children have a cold, the flu, another contagiousillness or symptoms, please delay your visit until youand your children are well. Please check at the nurses’station if any special instructions are on the room door.In some cases, it is necessary to expand our routineprotection of visitors and other patients due to certaintypes of infection. In these cases, visitors are given spe-cial instructions before entering the room. Staff mem-bers sometimes wear gloves, gowns and safety glassesor face masks to help protect both themselves and thepatients they care for from infection.

Hand HygieneOur Infection Prevention Program focuses on protectingthe patient, visitors and the staff. The hand hygiene pro-gram has two parts: hand washing and hand sanitizing.Hand washing is the single most important factor in preventing the spread of germs in the home and in thecommunity! Proper hand washing involves the followinggood technique:• Wet hands under running water.• Lather them well with soap.• Rub hands together to create friction; pay careful

attention to nails and between fingers.• Wash hands for a full 15-20 seconds. (sing “Happy

Birthday to you” twice)• Visitors and the patient should perform this each day

while in the hospital.Hand sanitizing is the primary means of hand hygienefor our staff, since it rapidly provides sanitized and safehands for patient care. Alcohol-based hand sanitizer isused throughout the hospital and should also be used by visitors. Hand sanitizer dispensers are located in allpatient care areas and outside and inside every patientroom. Staff members sanitize their hands between each

patient encounter. This vital piece of the hand hygieneprogram allows you to be confident that the health careprovider’s hands are clean and free of germs. Visitorsshould sanitize their hands before touching or embrac-ing patients. Our staff will be asking that you do yourpart by using good hygiene and having all family mem-bers and visitors practice good hand hygiene as well.

ParkingThere is no charge for visitor parking in any of thedecks or lots on campus. University is, however, notresponsible for loss from or damage to vehicles. Thevisitors’ deck offers convenient access to the mainentrance. Handicapped parking spaces are located in all campus parking lots. If the patient you are pickingup is being discharged from the hospital through themain entrance under the covered walkway, please leaveyour car in the visitors’ parking lot until your patient hasarrived in the main lobby. You may then drive to themain entrance to pick up the patient. If you are apatient or visitor in the Heart & Vascular Institute,please park in the flat lot located off of St. SebastianWay.

Staying Overnight with PatientsIt is sometimes necessary for someone to stayovernight with a patient. Please check with your nurseto obtain a visitor’s badge. If you are coming in after 9p.m., you must enter through the main front entranceand stop at the Information Desk to obtain a visitor’sbadge. Heart & Vascular Institute visitors must obtain avisitor’s badge from the nurse manager on duty.Identifying after-hours visitors helps ensure a safe andsecure environment for everyone in the hospital. Shouldyou have a concern about the patient’s condition atanytime while staying with a patient, press the nursecall button to inform the nurse.

Visitor SmokingUniversity Hospital is a smoke-free hospital. Smoking outside is discouraged but permitted only in designatedsmoking areas.

Visitor AccommodationsUniversity Hospital has made arrangements with areahotels and motels to offer special discounts to patients

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and/or their families who need to stay overnight inAugusta. A listing of hotel/motel accommodations andrates is available at the Information Desk in the mainlobby and on University’s website at www.university-health.org/patientvisitorinfo.

Sunshine Gift ShopThe Volunteer Board of University Health operates theSunshine Gift Shop for your convenience, offering every-thing from fresh flowers and plants to cards, balloons,gifts and personal items. Magazines and paperbackbooks also are available in the shop, located in the mainlobby of the hospital. Hours of operation are Monday-Friday, 9 a.m.-6 p.m. and Saturday, 10 a.m.-2 p.m.Sunshine Gift Shop items are also available on theInternet at www.sunshinegiftshop.org and telephoneorders are accepted during hours of operation at706/774-2206.

Celebrations!Celebrations!, a gift shop in the W.G. Watson Women’sCenter, is a Volunteer Board project featuring gifts fornewborns and their families and supplies and apparel fornursing mothers. Hours of operation are Monday-Friday,

9 a.m.-6 p.m. and Saturday, 10 a.m.-2 p.m. The shop maybe reached at 706/774-2211.

Newborn PhotosBella Baby Photography has partnered with UniversityHospital to bring beautiful newborn photos to the W.G.Watson Women’s Center. A professional Bella Baby photographer will stop in to see you the day after yourdelivery. This is a free service and the easiest and mostbeautiful way to introduce your baby to family andfriends. There is no obligation to buy, so enjoy a littlepampering before you go home.

Remembrance FundUniversity Health Care Foundation provides many opportu-nities to make gifts both large and small, which in turnmake available services that otherwise might not be possible. Thoughtful gifts celebrating a birth, commemo-rating a death or simply saying “thank you” to a helpfulemployee may be made using the envelopes displayedoutside each visitor elevator. For more information onother Foundation giving programs, including permanentendowments and special events, please contact theFoundation at 706/667-0030.

All patients who receive services through UniversityHospital or its affiliates have inherent legal and

moral rights and responsibilities. These rights includechoice of physicians, choice of treatment, confidentiality,timely information, dignified care and personal safety.Responsibilities include following the rules and regula-tions of the hospital, providing accurate information,following treatment plans and fulfilling obligations. Allpatients are entitled to fair, considerate care and courtesythat recognizes and respects the individual. Likewise allstaff members are entitled to courtesy from patients.

Patient RightsParticipationYou have the right to participate in the development andimplementation of your plan of care. You have the rightto be informed of the consequences of modifying or notcomplying with the agreed-upon plan of care.

Consent and RefusalYou have the right to make informed decisions regardingyour care. Inherent in this right is the right to consent totreatment, the right to refuse treatment and the right to beinformed about what will be occurring during the hospital-ization. You have the right to formulate advance directives.

CommunicationYou have the right to know the identity of your attendingphysician and other members of the health care teamrendering your personal care. You have the right to com-municate with all persons rendering care. This rightincludes the right to meaningful and understandablecommunication for patients who are sensorially deprivedor have low English proficiency. You have the right toidentify the person of your choice whom you wish tohave notified of your admission to the hospital.

PrivacyYou have the right to personal privacy. Inherent in thisright is the right to respect, dignity and comfort. Privacyextends to privacy from view, privacy of communicationand privacy in treatment consistent with the capabilities,resources and nature of treatment, as well as the locationof treatment as recognized as reasonable in the guide-lines published by the Office of Civil Rights, July 6, 2001.You have the right to confidentiality of your medicalinformation and medical record. You have the right toaccess the information contained in your clinical recordswithin a reasonable time of your request. You may

request a copy of the Notice of Privacy Practices whenyou register or by contacting the Privacy Officer at706/774-8044. The Notice of Privacy Practices also isavailable at www.universityhealth.org.

SafetyYou have the right to receive care in a safe setting. Youwill be kept informed of your responsibilities for personalsafety and maintenance of a safe environment for yourcare. You have the right to be informed of the rules andregulations of the facility and to be informed of theresponsibilities of patients.

FreedomYou have the right to be free from restrictions on yourliberty and freedom of movement consistent with yourown well-being and medical treatment needs.

BeliefsYou have the right to have your religious, spiritual andcultural beliefs respected and to have honored the out-ward expressions of those beliefs and values to theextent such expressions are consistent with all patientsafety, comfort and law. You have the right to be freefrom all forms of abuse or harassment.

ResearchYou have the right to participate in research/educationalprojects affecting your care and treatment. The decisionis voluntary and is made after being fully informed of thenature of the research/educational project.

ChargesYou have the right to obtain full access to your hospitalbill, to receive an explanation of charges upon request,and to be informed of probable charges to the extentsuch may be projected.

SatisfactionYou have the right to present concerns and grievances; tobe informed of the procedures relating to resolution ofsuch concerns and grievances; and to be assured thatyour access to care and treatment will not be compro-mised solely for exercising this right. Should you haveconcerns regarding your care please bring those con-cerns to the attention of the unit staff or Care Line atextension 4-2273 (706/774-2273). We are more thanwilling to try to resolve your concerns. However you mayalso contact the Georgia Department of Community

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Health at 404/656-4507, or by mail at 2 Peachtree St.NW, Atlanta, GA 30303 or the Joint Commission (TJC) at630/792-5800 or by mail at One Renaissance Blvd.,Oakbrook Terrace, IL 60181.

PainYou have the right to have pain managed to the extentmedically possible, to be informed about pain and painrelief measures, and to receive a quick response toreports of pain.

Additional Patient RightsPatients participating in various state and federal pro-grams are afforded additional rights that are posted by“Notice” throughout the hospital and identified in theHospital Guest Guide.

Patient ResponsibilitiesEach patient seeking services has responsibilities to thehospital and staff in recognition of and compliance withpolicies and procedures that will protect other patientsand hospital resources.

InformationPatients have the responsibility to provide accurate andcomplete information relating to their health and areresponsible for following the treatment plan recom-mended by the practitioners responsible for their care.Patients are responsible for accepting the conse-quences of failing to follow the instructions for the plan.Each patient is responsible for keeping his or her care

staff informed of changes in condition, changes in painand changes in decisions with regard to care and thetreatment plan.

BehaviorEach patient is responsible for behaving in a manner thatrespects the rights of staff and of other patients. Eachpatient is responsible for following the rules and regula-tions of the hospital, as are all hospital visitors.

SafetyPatients are responsible for reporting any circumstancesthat they believe create an unsafe environment or thatare perceived to compromise their personal care.

StewardshipPatients are responsible for fulfilling financial obligationsfor care.

ParticipationPatients are responsible for assuring their own under-standing of their treatment plan and should ask questionsto ensure understanding. Patients are responsible for fol-lowing the care, service or treatment plan developed.The consequences of not following such plan(s) are thepatient’s responsibility. Participate in your care by havingan updated and complete list of all medications you take.The list should include the names, dose, frequency andreason for each medication. Please give this list to yournurse upon admission and ask that you be given arevised list upon discharge

A D V A N C E D I R E C T I V E S v C O N T A C T I N F O R M A T I O N

Advance DirectivesIt is the policy of University Hospital to honor, in accor-dance with law, each adult patient’s right to make deci-sions regarding treatment, including the right to con-sent to, refuse or alter treatment plans and the right toformulate advance directives that will be honored if thepatient becomes unable to make decisions. In compli-ance with state and federal laws, hospitals are requiredto provide this information to every patient who isadmitted to the hospital.

Questions about medical care at the end of life are veryimportant today because of the ability of medical tech-nology to prolong life. The best way for you to be incontrol of your medical treatment in such a situation isto record your preferences in advance.

If you have an advance directive such as a living willand durable power of attorney for health care, a copywill be made and placed on your medical record. Youdo not need an advance directive to receive medicalcare; however, if you wish to obtain a form while youare hospitalized, please ask your nurse. Should youdecide to sign the documents while hospitalized, you oryour family is responsible for obtaining witnesses otherthan hospital employees to be present when you signthe forms.

Contact InformationIt is the intent and desire of University Health CareSystem to resolve concerns and complaints utilizing themechanisms of the Care Line and complaint processingprocedure described in “Your Satisfaction/Compliments/Concerns.” Other avenues for registering concerns orfor raising concerns that do not involve the hospitaldirectly include the following:

• Private insurance payment and hospital chargeissues: Consumer Services Division, Office of theInsurance and Safety Fire Commissioner, 7th Floor,West Tower, Floyd Building, 2 Martin Luther King Jr.Drive, Atlanta, GA 30334.

• Concerns addressed to Medicare should be handledas described in “An Important Message fromMedicare” or by calling the Georgia Medical CareFoundation at 800/979-7217.

• The Joint Commission (TJC) may be contacted at630/792-5800, or by mail at One Renaissance Blvd.,Oakbrook Terrace, IL 60181.

• Issues involving nursing homes and residents or theirfamilies may be addressed to the Georgia Division ofAging Ombudsman at 888/454-5826.

In many instances, involving the patient’s physician orthe supervising hospital personnel will result in thequickest resolution of complaints or concerns. Or, youmay call the Care Line at 706/774-2273 or hospitalextension 4-2273.