Patient and Visitor Information
Winter Haven Hospital

Patient Information Booklet

In our continued effort to create an environment of caring, healing and wellness, effective October 4, 2010, tobacco use of any kind will be prohibited at Winter Haven Hospital. The policy will apply to all employees, patients, visitors, volunteers, physicians and vendors at all of our locations. Anyone using tobacco while on Winter Haven Hospital property will kindly be asked to refrain from doing so on our campus. We thank you for choosing Winter Haven Hospital as your healthcare provider and hope to continue to serve you and your family for years to come.

Patients and Families
How to Make your Stay at Winter Haven Hospital Safer

Patients can ensure a safer experience with the health care system by being involved and informed about their treatment.

• Become a more informed health care consumer
• Keep track of your medical history
• Work with your doctor and other health care professionals as a team
• Involve a family member or friend in your care
• Follow the treatment plan agreed upon by you and your doctor

Become a more informed health care consumer:

• Seek information about illnesses or conditions that affect you.
• Choose a doctor, clinic, pharmacy, and hospital experienced in the type of care you require.
• Ask questions of your doctor, nurse, pharmacist, or benefits plan coordinator

Keep track of your history

• Write down your medical history including medical conditions, illnesses, allergies, hospitalizations, immunizations and dates, all medications and dietary supplements you’re taking, and any reactions or sensitivities you’ve experienced.
• Write down the names and phone numbers of your doctors, clinics, and pharmacies for quick and easy reference.
• Bring your history and information about your doctor, clinic and pharmacy with you when you come to the hospital.

Involve a family member or friend in your care

• If you’re not able to observe or participate fully in your care, ask a family member or friend to assist. They can help you ask questions, understand care instructions and suggest your preferences.

Follow the treatment plan agreed upon by you and your doctor

• Be sure you receive all instructions verbally and in writing that you can read and understand. Ask questions about any instructions that are confusing or unclear.
• Take medications exactly as prescribed.
• Use home medical equipment and supplies only as instructed.
• Report anything unusual to your doctor.
• Let your caregivers know if you have had difficulty affording medications or do not feel that you can follow-up with appointments. Your care givers may be able to help.

For more information go to the website for The National Patient Safety Foundation http://www.npsf.org

Patient Information:  Financial Services Guide

When you are admitted to the hospital for services, there is important information you need to understand about the financial responsibilities related to your stay. We hope you find this information helpful.

• Pre-Registration
• Registration
• Insurance
• Financial Arrangements
• Financial Assistance
• Physician Billing
• Valuables

Pre-registration

If your service is scheduled in advance, we will attempt to contact you to verify and update any incorrect information (address, telephone contacts, employment and insurance). We will also obtain precertification and/or authorization for your scheduled service and advise you to check with your insurance regarding your benefits. We will also collect your copay/deductible and estimated coinsurance responsibilities at the time we pre-register you.

Registration

If we are unable to pre-register you, we will confirm your information (address, telephone contacts, employment and insurance).  We will complete the verification of insurance, obtain authorizations, and collect your copay, deductible and estimated coinsurance prior to receiving services. Please have your personal identification cards and insurance cards with you at the time of registration.

Insurance

We will contact your insurance prior to or at the time of your admission to obtain an authorization or notification. We will attempt to determine your insurance eligibility and benefits at that time. Based on your benefits, your copay, deductible and estimated coinsurance are due at the time of service. Payments can be made by cash, check, credit card (Visa, MasterCard, Discover and American Express). If you do not have the entire payment at the time of service, we will require a deposit, depending upon the type of service you are receiving. We will gladly bill your insurance and expect any balance due, to be paid within 30 days. If your insurance is not contracted with Winter Haven Hospital, you will be advised up front.  Your financial responsibility may be much higher and is due at the time of service.  Your medical insurance coverage is a contract between you and your insurance provider. Ultimately, patients are responsible for their hospital account and any balances not covered or paid by your insurance. If you have questions concerning your hospital bill, you may contact Winter Haven Hospital’s Customer Service Department by calling 863-297-1830.

Financial Arrangements

Payments are required at the time of service for any amount not completely covered by your insurance. Copays, deductibles and coinsurance are tabulated and are based on your health insurance benefits and on average charges per procedure or diagnosis. If you have financial difficulties and cannot make the full payment at the time of admission, you will be seen by a Financial Counselor to make payment arrangements. A variety of payment plans are available and require an intitial down payment.

Financial Assistance

Financial assistance may be available to patients receiving non-elective hospital services who are not covered by any form of insurance or governmental programs. If you do not have insurance, Winter Haven Hospital’s Financial Counseling Department will be glad to assist with determining alternate funding by screening for Medicaid Eligibility or Uninsured Assistance. Income verification and financial information will be collected to process assistance applications.

For patients not qualifying for assistance, a 50% prompt pay discount or other discount/payment plan options are available. Our Financial Counseling Team can be reached by calling 863-293-1121 extension 3433, Monday through Friday 7am to 7pm and on Saturdays, 8am to 3 pm. Winter Haven Hospital is a licensed healthcare facility in the State of Florida and as such, gives notice pursuant to Chapter 395.301 (7), (8) Florida Statutes, that it is required, prior to provision of non-emergency medical services to give its patients written, good faith estimates of reasonably anticipated charges for their treatment. Estimates must be provided within seven business days of the patient’s request. Information on the hospital’s charity and discount programs will be provided to self pay patients.

Physician Billing

Your Physician will bill you separately for their services.  In addition, any of the following physician specialists who assist in your care (e.g. Radiologist, Anesthesiologist, Consulting Specialist, Pathologists and/or Emergency Room Physician) will also bill you directly for their services. These physicians may or may not be employees of Winter Haven Hospital.

Valuables

Winter Haven Hospital does not take personal responsibility for patient valuables. We ask that you leave all personal valuables at home or with your family member. Winter Haven Hospital assumes no responsibility for lost or stolen patient belongings that have not been secured by the proper procedure.

Visitor Information

Visiting Hours for most patient care units are from 8:30 a.m. to 8:30 p.m.  Please check with patient care staff regarding the best times to visit your loved one. 

We ask that only 2 persons visit a patient at a time.  We also ask persons to visit only when they are feeling well.  Visitors are asked to wash their hands or use hand sanitizer before and after visiting a patient. 

Other ways visitors can help us deliver excellent patient care include:

• Good personal hygiene.  Combined with hand-washing, this can help prevent infection.
• Please do not wear aftershave or perfume, as some people may be allergic to these scents.
• Please keep your voice down to maintain a healing and safe atmosphere.
• Please keep your visit short to help the patient get as much rest as possible.
• Please help the staff understand your cultural needs.

CarePages

Winter Haven Hospital now offers patients, their families and friends direct access to CarePages.com, an online community of millions of people coming together to share the challenges, hopes and triumphs of anyone facing a life-changing health event.

Through free, personalized CarePages Web sites, patients and caregivers relate their stories, post photos and update friends and family instantly. In turn, people who care send messages of love and encouragement. CarePages.com also offers a variety of resources and support tools to support its mission of ensuring that no one goes through a health challenge alone.

With this new service, Winter Haven Hospital is in the forefront of a growing trend among healthcare providers to improve the overall patient experience by recognizing and meeting their emotional needs.

Several clinical studies have concluded that emotional support can have a positive effect on the healing process. For example, an article in the Joint Commission Journal on Quality and Safety (December 2003), reported that emotional well-being has been shown to be predictive of survival and functional independence among older patients. Additionally, in two separate studies published in the American Journal of Cardiology, the findings indicated that “the lack of social support is associated with increased morbidity and mortality in ischemic heart disease.”

“CarePages helps Winter Haven Hospital move forward on one of our key priorities – increasing patient well-being and overall patient and family satisfaction,” said Mary Jo Schreiber, Chief Nursing Officer. “It’s very easy to use, since we’ve integrated CarePages.com with our own Web site, WinterHavenHospital.org, and other patient services.”

“Winter Haven Hospital recognizes that communication and personal interactions can transform health challenges into more positive experiences for all participants,” said Eric Langshur, CEO, CarePages, Inc. “CarePages has helped millions of patients connect on a deeper level with their families and friends as well as others in similar situations, and we are proud to welcome Winter Haven Hospital into the CarePages community.”

In addition to giving patients and families emotional support, CarePages.com makes it easy for patients and families to recognize Winter Haven Hospital staff members who have provided superior levels of care. The service also gives them the opportunity to support Winter Haven Hospital’s foundation and volunteer efforts.

CarePages.com ensures that patients, families and healthcare providers are protected online through strict privacy policies, password-protection and visitor management tools for CarePages Web site managers.

Parking

Parking is available in areas designated for patient and visitor parking.  Primary parking areas include:

• Winter Haven Hospital Parking Garage, accessible from Ave. F and 1st Street
• Regency Medical Center South Lot for Women’s and Children’s Services
• Regency Day Surgery Center North Lot
• Behavioral Health Division East Lot
• Gil Jones Outpatient Rehabilitation East Lot.

Dining

Cafeteria services are available to visitors at Winter Haven Hospital, Regency Medical Center and Gil Jones.  

We request that patients dine in their rooms or area designated by their care staff.  Patients are welcome to contact extension 1262 with any nutrition requests. 

Patient and Visitor Safety

Winter Haven Hospital strives to deliver the safest care.  Patients and visitors can help us provide safe care by:

• Preventing infection through hand washing.  We recommend using soap and water, washing hands for at least 30 seconds (or long enough to sing “Happy Birthday”).  Please wash your hands before and after visiting. 
• Preventing errors through patient identification.  Please ask every patient care team member to check the patient’s identification arm band EVERY time they work with the patient—whether it’s for tests, medications, a treatment or other care process.
• Communication regarding current medications.  It is important to keep an up-to-date list of your medications to communicate with the health care team. 
• Preventing falls by communicating with staff to assist the patient to and from the bathroom. 

Pastoral Care

Hospital Chaplains are available 24 hours a day, 7 days a week for pastoral care. The patient care staff will be happy to page a chaplain for you.   The hospital chapel is located on Winter Haven Hospital’s main campus on the 1st floor behind the Swann Lobby.