Care Compass

Cell Phone Use

Cell phones may be used in all public areas of the hospital, including the main lobby, waiting rooms, conference center, cafeteria, patient rooms, and emergency department treatment rooms. As a courtesy to others, please set phones to silent/vibrate mode while in the hospital.

To comply with HIPAA (Health Insurance Portability and Accountability Act) privacy concerns, photos and/or videos taken with cameras, cell phones, tablets, or other electronic recording devices are not permitted within the hospital or on hospital property.

ATM

An ATM is located in the main lobby.

Gift Shop

Operated by the Mon Health Medical Center Auxiliary, the Gift Shop, located off the main lobby, sells books and magazines, postage stamps, personal care items, greeting cards, gift items, and snacks. For patients who are unable to leave their floor, items may be obtained from the Gift Shop by calling Ext. 1322 and a volunteer will deliver the items. 

Gift Shop hours are:
Monday - Friday | 7 AM - 7 PM

Free Rides On Ground (FROG)

Funded by the Mon Health Medical Center Auxiliary, the FROG is a free transportation service in the parking lot for patients. To utilize the FROG, patients can call (304) 598-1446. Operating Hours are 8 AM - 3 PM. 

Lost and Found

While the hospital does not assume responsibility for personal items lost by patients and visitors, every reasonable effort will be made to find items that are reported missing. Report missing items to your nurse. To claim lost items, contact Security at Ext. 6664 or ask your nurse to have a security officer paged.

Mail, Packages, and Flowers 

You will receive your mail from a Mon Health Medical Center volunteer each afternoon (Monday - Friday). The volunteer will also deliver flowers, packages, and Care Cards sent from monhealth.com. You may also give us any mail you have to go out. Your mailing address while you are a patient is:

Mon Health Medical Center
c/o Patient's first and last name and room number
1200 J.D. Anderson Drive
Morgantown, WV 26505

Newspapers

The Dominion Post is delivered daily to patients free of charge. Newspapers are also available in the vending room, adjacent to the cafeteria, and in the Gift Shop.

Notary Public

Available for Living Wills and Medical Power of Attorney only. Please ask your nurse for assistance.

Organ Donation

Recognizing our mission to help all patients, Mon Health is part of a national effort to increase awareness for organ and tissue donations. For more information, or to obtain a donor card, call the Nursing Supervisor at (304) 285-6648.

Pain Management

During your hospital stay you may experience pain. This pain may result from surgery or an invasive procedure, or you may already be experiencing pain because of your illness or condition. Regardless of the source of your discomfort, effective pain management is an important part of your treatment.

It is essential to understand that pain management may take many forms. Management approaches may include medications, alternative therapies (for example: cold, heat, or physical therapy), or a combination of approaches. You must report your pain so the staff can respond appropriately to your needs.

Your nurse will teach you how to report your pain using a pain scale and will assess your pain frequently. Always keep your healthcare provider informed by reporting any new pain or changes in your pain.

Managing your pain is an important step in your recovery. You should expect the following rights for your pain care:

• The right to have reports of your pain accepted and acted on by healthcare professionals.
• The right to have your pain managed, no matter its cause or how severe it may be.
• The right to be treated with respect at all times. When the need for pain management arises, your request will be honored professionally.
• The right to be included in the development of pain management plans and setting realistic expectations and measurable goals (for example: pain reduction and improved physical and psychosocial function).

Pastoral & Spiritual Care

The Pastoral and Spiritual Care Department is available to provide support in times of spiritual need. We can also notify your faith community or spiritual leader about your hospitalization. If you desire a visit from the Pastoral and Spiritual Care staff, arrangements may be made by your nurse, or by dialing Ext. 1952. An interfaith Chapel is available for prayer or reflection and is located near the main lobby. 

Patient Care 

Patient Dining

Your physician has ordered a specialized diet to assist you in your treatment plan. Each meal has been analyzed by a Registered Dietitian and nutritionally formulated to meet your individual recommended dietary needs. The Nutrition Services Department serves meals to in-patients as follows:

Breakfast | 7:30 AM – 9:30 AM
Lunch | 11:30 AM – 1:30 PM
Dinner | 4:30 PM – 6:30 PM

A host or hostess will visit your room daily to assist you with menu selections. Vegetarian meal options are available. For any special requests, contact Nutrition Services at Ext. 1477. Guests may purchase a "guest tray" by prepaying for their meal in the cafeteria, located on the 1st Floor. Guest trays are $5.

We ask that family members and visitors do not purchase food from the cafeteria for patients. Cafeteria items may not follow the therapeutic diet ordered by your physician and may interfere with treatment plans.

Social Work Services

Social Work Services are available to help patients and families prepare for discharge and make possible the most effective use of healthcare services. Social Work Services can help organize in-home care or placement in an extended-care facility, provide information and referrals for community resources, explore resources for financial assistance, provide short-term counseling, and arrange follow-up care, if needed, after discharge.

Medical Power of Attorney and Living Wills are also available through Social Work Services by calling Ext. 1537.

Television

Television controls are operated from the bed. In addition to television channels, soothing music channels and patient education channels are also available.

Valuables

Please do not bring valuables, such as money, credit cards, or jewelry with you to the hospital. If you have valuables with you and your family cannot take them home, you may check the items in at the Security Office at the time of admission. Items must be retrieved upon discharge. The hospital is not responsible for valuables that are not properly secured with the Security Office. 

Wireless Internet Access

Mon Health Medical Center offers free wireless Internet access to our patients and guests. Mon Health’s free internet connection works with any Wi-Fi-enabled device. 

How to connect:
• Turn on your wireless-enabled device
• Your wireless connection may detect the guest network automatically.
• Refer to your hardware’s user documentation for further assistance. Mon Health does not provide technical support.
• Once you are connected you will be redirected to the Mon Health Acceptable Use Policy and Disclaimer Page.
• Click the “Accept” button if you agree to the Terms of Use and you will be connected to the Internet.

We welcome your visitors if they make your stay at Mon Health Medical Center more comfortable. However, if you prefer not to receive visitors during your stay, please let your nurse know. 

Food safety

Food safety is a major concern for our patients. Visitors are discouraged from bringing food to patients. Food that is not kept at the proper temperature can cause bacteria to multiply, increasing the risk of food-borne illness. In the event food items are brought into the hospital, the items will be discarded within 24 hours to prevent food-borne illness. 

General Courtesy

Visitors should leave the room if the nurse or another member of your healthcare team needs to administer treatment. Please make sure that children are always supervised while in the hospital.

Overnight Visitation

Overnight visitation is permitted in limited circumstances. Visitors wishing to stay overnight with a patient should notify the patient’s nurse.

Public Dining Services

Third-Party Food Delivery

If you choose to order from a third party for food delivery (ex. DoorDash, GrubHub, Uber Eats, etc.), deliveries are not allowed to go into the room but can be dropped off at the front desk. Make sure to include the last name and room number in your driver's instructions. If the front staff is available, they will deliver the food, or you can pick it up at the front desk.

Smoking Policy

Mon Health Medical Center is a non-smoking facility.

Telephones

Some waiting areas are equipped with a courtesy phone for local calls. 

Visiting Hours

Visitation is permissible 24 hours a day in general care areas. Visitors wishing to stay overnight with a patient should notify the patient’s nurse. Visitation may be restricted by the nurse, based on the patient’s condition. Visitation by children under 12 years of age or younger is also at the discretion of the nurse. Those with cold or flu symptoms, or any other illness, are asked not to visit patients.

Please do not be alarmed if your visit is delayed. This does not mean there is something wrong with your family member. A special procedure or exam may be taking place. Please be patient and understanding during these times. You will be permitted to visit as soon as possible.

Mon Health System respects, protects, and promotes patient rights. A family member, friend, or other individual may be present with the patient for emotional support during the course of the stay. The support individual is the patient’s choice unless the individual’s presence infringes on others’ rights, and safety or is medically or therapeutically contraindicated. The individual may or may not be the patient’s surrogate decision-maker or legally authorized representative. Mon Health System prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.

Cardiac Care and Intensive Care Units
Visiting hours are limited to 10 - 11 AM, 2 - 3 PM, 5 - 6 PM, and 8:30 - 9:30 PM Visitation is at the discretion of the nurse and depends on the patient’s condition. We ask that the family appoint a spokesperson to receive information about the patient’s condition to limit phone calls and patient care interruptions. Please do not call the units between the hours of 7 - 8 AM and 7 - 8 PM. Changes in caregivers, reporting, and physician rounds occur during these times. Visitation by children under 18 years of age is also at the discretion of the nurse. 

Family Birth Center
Visiting hours during labor are 24/7. After delivery, postpartum visiting hours are 8 AM - 8 PM. In addition to the father/significant other of the baby/mother, and the brothers and sisters of the baby, only two (2) visitors can be present during labor, for a total of three (3) at the bedside. During postpartum visiting hours (8 AM - 8 PM) there may be a total of four (4) visitors at the patient's bedside including the father/support person. Visitation may be restricted by the OB staff, based on the patient’s condition or per the patient’s request. Individuals with any signs of illness should not visit. Children 12 and under, who are not siblings of the newborn will count toward the allotted number of visitors. One adult may stay overnight. Children in the room must be supervised by an adult, other than the patient, always. Children not supervised appropriately will be asked to go to the waiting room with the adult. Visitors are not limited to 3 to 4 per day, rotating is permitted as others leave the patient's room. 

Visitor Entrance

Visitors are asked to enter and exit the hospital by the main lobby entrance. The lobby doors are locked from 7 PM - 5 AM on weekdays and 7 PM - 7 AM on weekends. The Emergency Service entrance is accessible 24 hours a day.

Visitor Waiting Areas 

While patients are in surgery, visitors may wait in the patient’s room, the main lobby, Mon Appétit Cafeteria, Terrace Café, or waiting areas located on Floors 2-6. Separate waiting rooms for families of patients in Cardiac Surgery, Intensive Care, and the Family Birth Center are located within those areas. Visitors are discouraged from staying overnight in waiting areas.

Bed Controls & Safety 

Ask your nurse for instructions on using the bed controls. Never try to lower the bed’s side rails or climb over them. We ask that you keep your top two side rails up at all times. Ask for help when getting out of bed and wear slippers or shoes with non-skid soles. Never use a bedside table or over-bed stand for support. They may move under your weight. Use extra care in the bathroom, especially when using the shower, tub, or toilet. 

Move slowly and use the grab bar for support. DO NOT hesitate to ask for help. Falls are the most common source of patient injuries, especially falls involving the bed. Your physician will order activity based on your condition. Please check with your nurse before getting out of bed or sitting. Use your nurse call button if you need assistance. Bed Alarm and Chair Alarms may be used for your safety. CALL, DON'T FALL 

Dentures & Eyeglasses

Dentures and eyeglasses can be stored in the drawer of your bedside table. Please remember that you are responsible for any personal items you bring to the hospital.

Fire Drills

Please don’t become overly concerned when you hear the sound of a fire drill alarm. Remain where you are unless instructed otherwise by hospital personnel. Fire drills may occur during all three shifts.

Personal Electronic Devices

Hospital personnel must perform electrical safety tests on any electronic devices you bring from home before you use them at Mon Health Medical Center. Please ask your nurse to call Facilities Management to check your devices.

Prescription Drugs & Supplements 

If you were taking prescription drugs before your hospitalization and brought them with you, please show them to your nurse so he/she can record the information and tell the doctor about your current prescriptions. In most cases, we ask that you send your medications home with your family or friends after the nurse has reviewed them with you. Your physician will then order what medications you are to have while in our care, and our staff will administer them. In some situations, such as medications not available from the hospital pharmacy, insulin pumps, or home medication taken by observation or out-patients, exceptions may be made. Please discuss this with your nurse.

If you have been taking any herbal products or dietary supplements, there is potential that they may interact with medications your doctor may prescribe while you are in the hospital and when you go home. Please be sure to let your physician and your nurse know of any products you are taking while at home.

Zero Tolerance for Violence

Our hospital is a healing environment. We understand this is a stressful situation for all involved; however, aggressive behavior will not be tolerated.
Examples of aggressive behavior include: 

1. Physical Assault
2. Verbal harassment
3. Abusive/Offensive language
4. Threats

There is zero tolerance for all forms of aggression. Failure to respond to staff requests to stop aggressive behaviors will result in security or law enforcement being called. 

During your stay at Mon Health Medical Center, you will receive care and services from a variety of our healthcare team members. You can distinguish between these team members by the color of the uniforms they wear. Below are the different uniform colors and their meanings.

Our NURSES wear BURGUNDY and/or WHITE uniforms. 

Our NURSING SUPPORT team members wear ROYAL BLUE uniforms.

Our SURGICAL, and CATH LAB team members wear LIGHT BLUE scrubs. 

Our NON-NURSING caregivers wear KHAKI and/or HUNTER GREEN uniforms. 

Our HOUSEKEEPING team members wear BROWN scrubs. 

Our MATERIAL DISTRIBUTION team members wear NAVY BLUE scrubs. 

Our NUTRITION SERVICES hostesses wear MON HEALTH T-Shirts.

Our PHARMACY team wears OCEAN BLUE and BLACK scrubs. 

Our BIRTH CENTER team wears GREY scrubs.

The Rapid Response Team consists of clinical personnel with critical care skills trained to evaluate and manage a patient whose condition may rapidly be deteriorating. The team works in collaboration with the patient’s primary care nurse. The team will assess and stabilize the patient, assist with communication among caregivers, and educate and support the healthcare team and family.

For more information about the Rapid Response Team, please contact your nursing staff. 

Birth Center Patients

Patient Questionnaire

When you return home from the hospital, we hope you will tell us how well we met your expectations. We welcome your evaluation of our care and how it was delivered.

You may receive a questionnaire from the hospital within one week of your discharge and we would appreciate you completing it and returning it to us. Your input will help us improve, so that we can continue to provide the best possible care. This questionnaire may come via email, phone call, or mail. 

In order to have you return home to continue the healing process, we aim to have you prepared for discharge as soon as possible.  Our goal is to have your discharge order written and have you prepared as early as 12 noon on your discharge date. When possible, the healthcare team will begin preparing you for discharge the day before your official discharge as the physicians may wait for final results of ordered tests. Patients should prepare to have rides available on the day of discharge by 12 noon.

Charges & Billing

Your bill from Mon Health Medical Center will include charges for all medical services and supplies that was provided by the hospital during your stay. The hospital will assist you in obtaining the benefits that you are entitled to under your insurance policy or from other sources that might help you pay your hospital bills. However, it is your responsibility to pay your bills or to see that they are paid. You may pay your bill online at monhealth.com. Mon Health recognizes some patients who cannot pay for their medical care and has a program available to assist patients with their financial obligations when certain criteria is met. For information concerning this program, please call Patient Accounting at (304) 598-1560 or 1-800-852-7381.

Insurance

All necessary insurance claim forms should be completed by you and submitted to Patient Registration at the time of admission. If you did not present the insurance card that was issued by your insurer, Medicare, or Medicaid when you were admitted to the hospital, please contact Patient Accounting at (304) 598-1560.

If you have any questions concerning payment, a Patient Accounting Financial Representative is available to discuss the hospital’s payment policies and options available. You may call Patient Accounting at (304) 598-1560 for assistance.

You are responsible for knowing what your insurance covers. You are responsible for the cost of care that the insurer does not cover. If needed, financial assistance is available. 

No Surprise Billing Notice 

YOUR RIGHTS AND PROTECTIONS AGAINST SURPRISE MEDICAL BILLS 
When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing and/or balance billing. 

WHAT IS "BALANCE BILLING" (SOMETIMES CALLED "SURPRISE BILLING")? 
When you see a doctor or other healthcare provider, you may owe certain out-of-pocket costs, such as a copayment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a healthcare facility that isn't in your health plan's network. 

"Out-of-network" describes providers and facilities that have not signed a contract with your health plan. Out-of-network providers may be permitted to bill you for the difference between what your plan agreed to pay, and the full amount charged for a service. This is called "balance billing." This amount is likely more than in-network costs for the same service and might not count toward your annual out-of-pocket limit. 
"Surprise billing" is an unexpected balance bill. This can happen when you cannot control who is involved in your care when you have an emergency or when you schedule a visit at an in-network facility but are unexpectedly treated by an out-of-network provider. 

YOU ARE PROTECTED FROM BALANCE BILLING FOR: 
If you have an emergency medical condition and get emergency services from an out-of-network provider or facility, the most the provider or facility may bill you is your plan's in-network cost-sharing amount (such as copayments and coinsurance). You can't be balance billed for these emergency services. This includes services you may get after you're in stable condition unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services.

Certain services at an in-network hospital or ambulatory surgical center. 
When you get services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers may bill you is your plan's in-network cost-sharing amount - this applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist, or intensivist services. These providers can't balance bill you and may not ask you to give up your protections not to be balance billed. 

If you get other services at these in-network facilities, out-of-network providers can't balance bill you, unless you give written consent and give up your protections. 

You're never required to give up your protections from balance billing. You also aren't required to get care out-of-network. You can choose a provider or facility in your plan's network. 

WHEN BALANCE BILLING ISN'T ALLOWED, YOU ALSO HAVE THE FOLLOWING PROTECTIONS: 
You are only responsible for paying your share of the cost (like the copayments, coinsurance, and deductibles that you would pay if the provider or facility was in-network). Your health plan will pay out-of-network providers and facilities directly.

Your health plan generally must: 
• Cover emergency services without requiring you to get approval for services in advance (prior authorization).
• Cover emergency services by out-of-network providers.
• Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits.
• Count any amount you pay for emergency services or out-of-network services toward your deductible and out-of-pocket limit.

If you believe you've been wrongly billed, you may contact:
• Department of Labor at 1-800-985-3059 
• WV Insurance commissioner at 304-558-3386

Visit https://www.cms.gov/nosurprises/consumers for more information about your rights under federal law.

Other Bills

Please remember that you or your insurance company will receive a separate bill for professional services rendered by the following physicians:

• Attending Physician
• Radiologist interpreting your X-rays
• Anesthesiologist
• Consulting Physician(s)
• Physician(s) acting as surgical assistants
• Physician interpreting your electrocardiogram
• Surgeon(s)
• Hospitalist(s)

It is important that you be familiar with your insurance plan to avoid any unexpected financial charges resulting from your hospital treatment.

The company that insures you may have one or more utilization management programs, requiring that your admission be authorized for medical necessity and length of stay.

Among the utilization management programs are:
• Pre-Admission certification
• Second surgical opinion
• Concurrent review
• Retrospective review
• Discharge planning

Each program monitors and manages the utilization of the services that hospitals provide. If your insurance plan requires pre-admission certification, you must obtain this pre-authorization. It may further require that the appropriateness of services provided be monitored and reviewed during your hospitalization and/or after discharge.

Additionally, most insurers, including Medicare, Medicaid, and Blue Cross, require that certain surgical procedures be performed only on an outpatient basis. With certain other defined surgical procedures, the patient is required to obtain a second surgical opinion to determine the necessity for surgery.

If the insurer, during your hospitalization or after your discharge, questions your admission, length of stay, or services received, your physician, the hospital, and you will be notified. Such findings may result in the insurer not paying for days of hospitalization or services it deems medically unnecessary, and the financial responsibility could be placed on you. If your insurer denies services, admission, or continued stay, we will notify you as a courtesy, and administer an “Advanced Beneficiary Notice of Non-Covered Services” or “Exhausted Benefits” form.

Mon Health's website can be found online at monhealth.com. The website offers the latest news about Mon Health, including information on the services provided by the health system and details about upcoming events.

To stay informed about Mon Health and its happenings, search and follow "Mon Health" on the following social channels:

YouTube
Facebook
Instagram
LinkedIn
X(Twitter)
TikTok

Mon Health Medical Center is committed to protecting the privacy of your medical information. To request a copy of your hospital medical records or radiology images, you must submit a signed Authorization for Release of Protected Health Information form. This form is available online at monhealth.com/medicalrecords and may have been provided to you during registration. For additional information, call Health Information Management at (304) 598-1375.

MyMonHealth is a private, secure online patient portal management tool that provides you with easy access to selected portions of your Mon Health medical records and hospital-based care providers.

In addition to lab/radiology results and patient instructions, other information in the patient’s electronic medical record is viewable, such as medications, allergies, immunizations, health issues, clinical notes, follow-up arrangements, personal information, and discharge documents. 

MyMonHealth is HIPAA-compliant and personal health information is protected.

You must have a valid email address to activate and manage your MyMonHealth account.
There are two ways to get an account:

• Sign up in person in the Registration Department with a valid photo ID.
• Sign up online at mymonhealth.com You can only sign up online if you have been a patient or have received services at Mon Health Medical Center and we have your ID on file.

If you would like to have access to your minor child’s information, you must create an account for the child in person at the Registration Department. You will need to provide a photo ID and fill out a Proxy Request Form. 

If you would like a trusted family member or friend to have access to your information, you BOTH must be present in the Registration Department to provide a valid photo ID and sign a Proxy Request Form.

Everyone has a role in making healthcare safe. You, as a patient, can also play a vital role in making your care safe by becoming an active, involved, and informed member of your healthcare team.

The “Speak Up” program, sponsored by The Joint Commission, urges patients to get involved in their care. Patients who take part in decisions about their healthcare are more likely to have better outcomes.

• Speak up if you have questions or concerns, and if you don’t understand, ask again. It’s your body and you have a right to know. If you have a question or concern about your plan of care that your nurse doesn’t answer, contact the Nursing Supervisor, Clinical Nurse Coordinator, Nursing Director, or Nurse Manager.
• Pay attention to the care you are receiving. Make sure you’re getting the right treatment and medications from the right healthcare professionals. Don’t assume anything.
• Educate yourself about your diagnosis, the medical tests you are undergoing, and your treatment plan.
• Ask a trusted family member or friend to be your advocate.
• Know what medications you take and why you take them. Medication errors are the most common healthcare mistakes.
• Use a hospital, clinic, surgery center, or other type of healthcare organization that has undergone a rigorous on-site evaluation against established, state-of-the-art quality and safety standards, such as that provided by The Joint Commission. Mon Health Medical Center is accredited by The Joint Commission. To view other accredited healthcare organizations, visit jointcommission.org.
• Participate in all decisions about your treatment. You are the center of the healthcare team. If you have concerns about your safety as a patient, please call the Patient Safety Officer at ext. 1915 or speak to the Nursing Supervisor.

Patients have a right to expect certain things about the care they will receive at Mon Health. Included among these rights are the following:

1. The patient has the right to the hospital’s reasonable response to requests and needs for treatment or service, within the hospital’s capacity, its stated mission, and applicable law and regulations.

2. The patient has the right to considerate and respectful care, which includes consideration of the psychosocial, spiritual, and cultural variables that influence the perceptions of illness, and which optimizes the comfort and dignity of the dying patient through the:
  a) treatment of primary and secondary symptoms that respond to treatment as desired by the patient or surrogate decision maker;
  b) effective management of pain; and
  c) acknowledgment of the psychosocial and spiritual concerns of the patient and the family regarding dying and the expression of grief by the patient and family.

3. The patient has the right, in collaboration with his/her physician, to make decisions involving healthcare, including:
  a) the right to accept medical care or to refuse treatment to the extent permitted by law and to be informed of the medical consequences of such refusal.
b) the right to formulate advanced directives and appoint a surrogate to make healthcare decisions on his or her behalf to the extent permitted by law.

4. The patient has the right to the information necessary to enable him/her to make treatment decisions that reflect his or her wishes.

5. The patient has the right to information, at the time of admission, about the hospital’s patient rights policy, and the mechanism for the initiation, review, and when possible, resolution of patient complaints concerning the quality of care.

6. The patient, or the patient’s designated representative, has the right to participate in the consideration of critical issues that arise in the care of the patient.

7. The patient has the right to be informed of any human experimentation or other research/educational projects affecting his or her care or treatment.

8. The patient has the right, within the limit of the law, to personal privacy, the confidentiality of information, and access to the information contained in the patient’s medical record.

9. The patient’s Medical Power of Attorney, or if there is none, then a guardian or a physician-appointed surrogate, has the right to exercise, to the extent permitted by law, the rights delineated on behalf of the patient if the patient has been adjudicated incompetent by the law, is determined by his or her physician to lack decision-making capacity, or is a minor.

10. The patient and family have the right to be notified of an unexpected outcome in care and should receive a truthful and compassionate explanation about the outcome and available remedies, if applicable, to the patient.

11. The patient has the right to have his or her family and physician promptly notified of his or her admission to the hospital. 

12. The patient has the right to report a complaint and have it responded to promptly. If the patient desires to file a formal grievance, he or she should contact the Patient Advocate at (304) 598-1372. The grievance is to be submitted in writing to the Patient Advocate to initiate the process. The grievance will then be investigated promptly, and follow-up completed in writing by the appropriate parties involved with the grievance. 

For any complaints about clinical care for Medicare beneficiaries, patients may call the KEPRO Medicare Beneficiary Helpline at 844-455-8708 or visit keproqio.com.

Issues concerning safety and quality of care may be reported online, by fax, or by mail: 

Online: At jointcommission.org use the "Report a Patient Safety Event" link in the Action Center on the homepage of the website.

Fax: 630-792-5636

Mail: Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181

Or to: 

Office of Health Facility Licensure and Certification
408 Leon Sullivan Way
Charleston, WV 25301-1713
(304) 558-0050

Or to: 

DNV GL Healthcare USA, Inc.
400 Techne Center Drive, Suite 100
Milford, OH 45150

Phone 866-523-6842 • Fax 513-947-1250

Email:
hospitalcomplaint@dnv.com
Online:
https://www.dnv.us/assurance/healthcare

Reports of patient safety events to The Joint Commission or DNV must include the healthcare organization’s name, street address, city, and state. In the course of evaluating a report, The Joint Commission or DNV may share the information with the organization that is the subject of the report.

Patient safety event reports can be submitted anonymously and confidentially. However, those who provide their name and contact information enable The Joint Commission or DNV to contact them for more information, if necessary, and to confirm how the report is handled.

In addition to having rights, patients also have responsibilities to assist in assuring that their care, and the care of other patients, is provided appropriately. Included among these responsibilities are the following:

Delivering your discharge prescriptions to your room before you leave the hospital.

Will you bill my discharge medications to my prescription insurance provider?

What types of payment do you accept for my prescription costs? 

How will I be notified when my prescriptions are ready? 

What if my prescriptions have refills? 

Note: Please follow the direction of your care team if you have questions about any of the following events. The overhead alerts summon response teams to address the specific event.

Fire/Code Red – Announcement for fire or smoke detected.

Emergency Operations Plan – A hospital or community emergency has occurred where an Incident Response Team meets to manage the event.

Helicopter Landing – A helicopter is incoming to land at the facility.

Hazardous Spill – A hazardous material spill has occurred.

Evacuation Plan - A hazard has occurred that causes the healthcare facility to decide either to shelter-in-place, partially evacuate, or totally evacuate. Subsequent pages with details will be made.

Severe Weather - The facility has been alerted to a severe weather emergency, such as a tornado or severe thunderstorm watch or warning.

Shelter in Place - A hazard has occurred that causes the healthcare facility to decide either to shelter-in-place, partially evacuate, or totally evacuate. Subsequent pages with details will be made.

Missing Person- Child/Infant – A child or infant is missing from the facility. All staff monitor for the missing child or infant and traffic is stopped temporarily in and out of the facility, except for emergencies.

Missing Person – Adult – An adult is missing from the facility. The facility institutes procedures for a missing adult/elopement.

Threat – The facility institutes procedures to address any threat received.

Active Shooter – An active shooter has been identified on-site. The facility follows the procedures of Run, Hide, Fight to respond to active shooter events.

Workplace Violence/Security Assistance - Security is needed to respond to events of a threatening, violent, or potentially violent nature.

Lockdown - Lock-down procedures are initiated to secure certain entrances and exits.

Rapid Response – Summons the Rapid Response Team, a group of providers with advanced training, to evaluate and treat a patient in need of urgent care. Little Rapid Response is called for a pediatric patient.

Stroke – Summons the Stroke Team to activate response procedures and protocols.

Code Blue – Summons the Code Blue response team for a patient experiencing a life-threatening emergency or cardiopulmonary arrest. Little Code Blue is called for a pediatric patient.

Heart Level 1 or Level 2 – Cardiac emergency surgery.

OB Stat – Stat or urgent C-section.

STEMI – ST Elevated Myocardial Infarction response procedures.

Trauma Priority 1 or 2 – Emergency Department response procedures for trauma.

Sepsis - Sepsis and septic shock response procedures.

Need Lifting Assistance - Staff member requires assistance to lift.

Fall - Currently announced as a Rapid Response. Rapid Response Team assesses person who has fallen.

Malignant Hyperthermia – Activates response team for malignant hyperthermia.

Mass Casualty Incident – Announcement for when an influx of patients is expected due to a community emergency.

Anesthesia Stat – Announcement for Anesthesia response to an area.

Massive Transfusion - Massive transfusion protocol activation.