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TO OUR VALUED PATIENTS AND FAMILIES:

WELCOME TO MERCY! On behalf of our Mercy Medical Center Family, welcome to Mercy. It is our privilege to serve you and your guests during your stay. Our goal is to provide a Remarkable Mercy Experience to everyone we are privileged to serve. We will make your stay with us as pleasant and comfortable as possible, and we will do everything possible to exceed your expectations.

This patient and family guide has been developed to introduce you to Mercy and provide helpful information about our services. We tried to anticipate many of the questions you may have to make your stay as comfortable as possible. For concerns regarding safety or your care, please speak with the director of the area where you are located or call our Patient Advocate at (515) 643-2861. Thank you for choosing Mercy for your health care services. We want to be the hospital and health care system for you and your family.

Sincerely,

Robert P. RitzPresident

TABLE OF CONTENTS

During Your Stay ................... 2

Services/Information ............ 5

Discharge Home ................... 8

Important Phone Numbers ...................back page

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Each element of your stay is designed with comfort in mind. Your bed is electrically operated and can be controlled from the buttons on the side rails. Additionally, a nurse call button is located on either your bedside table, the remote or on your bed’s side rail. When you push the call button, your nurse will be alerted and will attend to you.

YOUR HEALTH CARE TEAM

PROVIDERS: During your stay, you will likely have a team of doctors involved in your care. This team may include your attending physician (the physician supervising your treatment); members of the staff, including hospitalists (physicians who make rounds at the hospital in place of patients’ personal physicians); or residents (doctors-in-training who have received their medical degrees and are now specializing in a selected field of medicine). Other members of this team may include physician assistants or nurse practitioners. (White coats)

NURSES: Registered nurses are a critical link between you and other members of your health care team. They help communicate your needs, explain important information about your treatment, participate in your recovery, assess conditions, plan and evaluate your daily care, administer medications and IV placements and provide education about your medical condition. Other members of this team may include a clinical outcomes nurse who serves as a liaison between you and the rest of your health care team.

(Navy blue scrubs)

PATIENT CARE TECHNICIANS: Patient Care Technicians (PCTs) work under the supervision of nurses and providers by assisting with taking vital signs, maintaining your personal hygiene, assisting with meals and helping in other ways to make sure you are comfortable during your stay.

(Green scrubs)

At Mercy, we are committed to connecting with you to provide the

highest quality of care available.

DURING YOUR STAY

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CARE COORDINATION TEAM: Our expert team of RN case managers and social workers are here to assist in your care planning and discharge needs. The Care Coordination team works closely with the nursing staff and physicians to ensure your post-hospital transition is well coordinated and successful. Common services provided are: skilled and nursing home placement, home care, home infusion, medical equipment set up and other needs identified by the patient and family. For assistance and more information please call our Care Coordination Department at (515) 247-3293.

ADDITIONAL MEMBERS OF YOUR HEALTH CARE TEAM MAY INCLUDE:

Chaplains

Clinical Dietitians

Dietary Staff (chef coat, black pants)

Environmental Services staff (blue button-down shirt, black pants)

Interpreters

Radiologists and Radiology Technicians

Rehabilitation services: Physical Therapists, Speech Therapists, Occupational Therapists (black scrubs)

Pharmacists and Pharmacy Technicians (dark teal and burgundy scrubs)

Phlebotomists and Lab Staff

Transporters (gray polo shirt, black pants)

RECOGNITION OPPORTUNITIESMercy offers several recognition programs to honor staff for providing remarkable care and service. If you would like to recognize a Mercy staff member, please ask your nurse for a LiveUp Gram or a DAISY Award nomination form. DAISY Award nomination forms are also available online at mercy.dm/daisy.

PATIENT SAFETY

Patients and their safety are a priority at Mercy. Physicians, nurses, therapists and other caregivers will work to provide safe care to protect you against accidental injury. However, it is important you and your family member or friend also be involved in this process to ensure your safety.

The single most important way you can help to prevent medical errors is to be an active member of your health care team. That means participating in every decision about your health care. At Mercy, we encourage you to speak up if you

have questions or concerns. You have a right to question anyone who is involved with your care.

PATIENT CONCERNSFor concerns regarding safety or your care, please speak with the director of the area where you are located or call the Patient Advocate at (515) 643-2861.

PAIN MANAGEMENTAt Mercy, your pain management is very important to us. We take time to listen to and understand your individual concerns and reports of pain and discomfort. We have a host of different services available – including nurse pain clinicians, an outpatient pain clinic, and nurse pain champions throughout the hospital. Please let your nurse know if you feel these additional services would be helpful to you.

TOBACCO USEMercy is a tobacco-free campus. No smoking, chewing tobacco or e-cigarettes are allowed on the property. Speak with your nurse or doctor about options if you are uncomfortable not smoking or using tobacco products.

VALUABLES AND PERSONAL BELONGINGSPlease protect your personal belongings and valuables. We recommend you send home your keys, wallet, personal papers, home medications, jewelry and other items not essential to your stay.

WEAPONSMercy prohibits weapons of any kind on the property. Contact Public Safety at (515) 247-3111 to have any weapons placed in locked storage during your stay.

WIRELESS INTERNET (WI-FI)Mercy provides a free high-speed internet connection for patients and visitors. Click or tap your wifi settings and look for the network labeled “Guest,” then select that network.

PHONE SERVICEPatient rooms are equipped with a phone and your phone number will be provided to you to share with friends andfamily. You may make local phone calls free of charge from your room by dialing “9” to get an outside line. Long distance calls must be paid for at the time of service. To call with a credit card or collect, dial “55,” wait for the dial tone, then dial “00.” A long-distance operator will come on the line to assist you. To use a calling card, follow the directions on the card.

Charging stations for electronic devices are located within the hospital for guest convenience.

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DINING AT MERCY

ROOM SERVICE

(In-room ordering, call 4-4444)

Patient meals are provided through Room Service. A menu will be provided with instructions and hours of service. If you are unable to order independently, please talk with the nursing staff. Room Service meals are also available for family members and guests to purchase.

MERCY MARKETPLACE & GRILLE

(Main Building, Level A, east of the main elevators)

The cafeteria offers a wide variety of food choices, seven days a week. Menus vary daily and are posted outside of the cafeteria’s main entrance. Hot food is served daily from 6:15 – 9:30 a.m., 10:45 a.m. – 2 p.m. and 4:45 –7 p.m. Hot food is also available – weekdays only – from 1– 4 a.m.

THE ATRIUM DELI

(Mercy Medical Plaza, Level A, 411 Laurel)

Open weekdays from 8 a.m.–1:30 p.m., the Atrium Deli offers a variety of breakfast and lunch items, beverages and desserts.

McDONALD’S

(Main Building, Level A)

A full-service menu is offered Monday-Friday, 5 a.m. – midnight; and Saturday/Sunday, 6 a.m. – midnight.

MERCY STARBUCKS

(East Tower, Level 1)

This popular chain offers a full selection of premium coffee drinks, teas and other beverages, pastries, desserts, sandwiches and snacks. Hours are 6 a.m.– 6 p.m., Monday-Friday, and 6:30 a.m.– noon Saturday/Sunday.

VENDING MACHINES

Vending machines are located throughout the hospital:

• Outside of the Marketplace & Grille

• Near the Surgery Lounge

• Next to the Emergency Department

• On Level A and Level 1 of Mercy Medical Plaza

TELEVISION CHANNELSCH-4 ............................ MERCY CLOSED CIRCUIT (RELIGIOUS)CH-5, 5.1 ...............................................................WOI-TV (ABC)CH-6, 5.2 ...................................................................... WOI RTVCH-7 ............................................................................... DISNEYCH-8, 8.1 ............................................................ KCCI-TV (CBS)CH-9, 8.2 ................................................................. KCCI ME TVCH-10 .................................................................NICKELODEONCH-11, 11.1 ......................................................... KDIN-TV (PBS)CH-12, 11.2 ......................................................... KDIN CREATECH-13, 13.1 .........................................................WHO-TV (NBC)CH-14, 13.3 ..................................................WHO ANTENNA TVCH-15, 13.2 ................................................................ WEATHERCH-16 ........................................................WEATHER CHANNELCH-17, 17.1 .............................................................. KDSM FOXCH-18 ................................................................... KDMI THIS TVCH-19 .................................................................... KCWI-TV CWCH-20 .......................................................................... KFPX IONCH-21 ..................................................................... DISCOVERYCH-22 ..........................................................................HISTORYCH-23 ...............................................................ANIMAL PLANETCH-24 ..................................................................................AMCCH-25 ....................................................................... HALLMARKCH-26 ......................................................................ABC FAMILYCH-27 ................................................................................. WGNCH-28 ............................................................................. RFD-TVCH-29 ........................................................................FOX NEWS CH-39 ............................................................................... EWTNCH-40 .................................................................................ESPNCH-41 ...............................................................................ESPN2CH-42 ............................................................................BIG-TENCH-43 ..............................................................................TRU TVCH-44 ................................................................................... TNTCH-45 ...................................................................................USACH-46 ................................................................................... TBS CH-47 ................................................................................SPIKECH-48 ............................................................................ TVLANDCH-49 .................................................................................. CMTCH-50 ......................................................................................FXCH-51 .................................................. INSPIRATION NETWORKCH-52 .................................................................... TELEMUNDOCH-53 .........................................................................UNIVISIONCH-54 ..............................................................FOOD NETWORKCH-55 ................................................................................ HGTVCH-56 ............................................................................. TRAVELCH-57 ........................................................................SHOP NBCCH-58 .................................................................................. CNNCH-59 ...................................................MUSIC Solid Gold OldiesCH-60 ..................................................... MUSIC SMOOTH JAZZCH-61 ....................................................... MUSIC Soundscapes

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SERVICESINFORMATION

ATM MACHINESATM machines are located in the Main Building Lobby, Level 1, and in the atrium area at Mercy Medical Plaza, Level A, 411 Laurel Street.

CARINGBRIDGE®

Mercy has partnered with CaringBridge® to offer free personalized websites to those wishing to stay in touch with family and friends during significant life events. For more information or to create a site, visit www.caringbridge.org.

CONTACTING PATIENTS Friends and family may contact their loved ones by calling the Mercy switchboard at (515) 247-3121. The switchboard will then transfer you to their private room. You must have the patient’s first and last name. The switchboard will not release private room numbers or telephone numbers.

At Mercy Medical Center, the telephone number for your patient room is (515) 247-3 plus your 3-digit room number or (515) 247-3XXX.

DISCHARGE LOUNGEThe Mercy Discharge Lounge is located on Level A near the West Entrance and provides a comfortable and relaxing area to wait if your transportation home is delayed or may not be readily available at the time you are discharged. If you are interested in using the Lounge, please ask your nurse if you meet the eligibility requirements. The Discharge Lounge is open Monday-Friday, from 9:30 a.m.– 6 p.m.

E-CARDSFriends and family may send free e-cards to patients to wish them well. For more information, please visit mercy.dm/ecard.

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GIFT SHOPMERCY GIFT HOUSE & FLOWERS (Main Building, Level 1)

Mercy Gift House & Flowers offers a variety of gifts, fresh flowers, plants, Mercy gear, greeting cards, magazines, toiletries, sundries and more. Certain purchases may also be made online at mercy.dm/gift-house. Mercy Gift House & Flowers is open Monday-Friday, 8 a.m.–7 p.m.; Saturday, 9 a.m.– 5 p.m.; and Sunday, noon–4 p.m.

INTERPRETATION SERVICESMercy provides free medical interpretation services and assistive communication equipment to any Mercy patient or family member upon request. In-person interpretation services are available for a variety of languages, including American Sign Language (ASL), Bosnian (Serbo-Croatian) and Spanish. In addition, Mercy offers interpretation services via telephone for all language groups, as well as Video Relay Interpreting, TTY and other assistive equipment. For more information, please call (515) 247-8255.

LOST AND FOUNDMercy’s Lost and-Found is located in the Public Safety office in the Main Building, Level A. Please call (515) 247-3111.

MAIL SERVICEIf you receive mail or cards as a patient, a Mercy volunteer will deliver these items to you. Patients and visitors may drop off outgoing, pre-stamped mail at the Mail Room on Level A weekdays between 9 a.m. and 2:45 p.m. In addition, U.S. Post Office mailboxes are available near the Main and West Entrances.

MERCY SALON(Main Building, Level A)

The Mercy Salon is open to patients and visitors Monday, 8 a.m.– 5p.m.; Tuesday-Wednesday, 8 a.m.–7 p.m.; Thursday, 8 a.m.– 6 p.m.; and Friday, 8 a.m.– 5 p.m. The salon is closed on Saturday/Sunday (a physician’s written approval is required for inpatient use). To make an appointment, call (515) 247-4078.

NOTARY SERVICESNotary publics are available at Mercy in the Levitt Medical Library in the Main Building, Level A. Notary services are available Monday - Friday, 8 a.m.-4 p.m.

OUTPATIENT PHARMACY The Mercy Pharmacy is conveniently located within the hospital on Level 1 in the main lobby, near the main entrance. Our pharmacy offers prescription services, over-the-counter medications and products, health care products and medication counseling.

PARKING AND VALET SERVICES SELF-PARKING

Parking is free for patients and visitors in the North Visitor Parking Lot, in the East Lot and in three ramps – West, East and North. More detailed directional information is available on our website at mercy.dm/parking.

VALET PARKING

Free valet parking is available to patients Monday-Friday at the following times/locations:

Main Entrance 8 a.m.–4 p.m.

West Entrance 7 a.m.–3 p.m.

East Tower Entrance 7 a.m.– 3:30 p.m.

Mercy Medical Plaza South Entrance 7 a.m.–5 p.m.

Mercy Medical Plaza West Entrance 7 a.m.– 5 p.m.

To obtain your keys from the valet after hours, contact Mercy’s Public Safety Office at (515) 247-3111. Valet services are offered free of charge as an important service for our patients. No tipping is allowed, but voluntary donations may be made at each location to support the continuation of this free service.

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PATIENT ACCOUNTSAt the time of registration, you will be asked to provide either a current insurance card or information about your current insurance carrier, as well as any specific forms or original documentation (claim forms, authorizations, referrals, etc.) required by your carrier. Billing questions? Call Customer Services at (515) 247-4199.

FINANCIAL ARRANGEMENTS

Mercy Medical Center has trained financial counselors available to discuss your individual needs. If you do not have insurance or will have difficulty in paying your portion of the bill, the counselors can assist you with your needs in making payment arrangements, reviewing the Financial Assistance program or, in case of hospital admission, referral for public assistance or referral to another facility. Regardless, patients will receive necessary medical care and the care will never be based on the patient’s ability to pay.

Contact our Financial Counseling: (515) 247-3174

PUBLIC SAFETYMercy Public Safety is available 24 hours a day, 7 days a week for the safety of our patients, visitors and staff. Please call (515) 247-3111 to inquire or request their services.

PASTORAL CAREPlease contact the nursing staff if you are interested in having a chaplain visit you. Pastoral Care is available 24 hours a day for all faiths. Our Pastoral Care staff is available to help you draft medical power of attorney materials, provide the Eucharist daily for our Catholic patients and facilitate the Sacrament of Anointing of the Sick. Pastoral Care is available to make arrangements for Sacraments and prayers of your church or faith community. If preferred, patients, guests and visitors may contact Pastoral Care directly at (515) 247-3238. Open 24 hours a day, seven days a week, our chapel is located on Level 1 in the Main Building.

THE MERCY APPSearch for “Mercy DM” on the App Store or Google Play Store and download to stay connected to Mercy’s providers, locations and services on your mobile device. You can even “Ask a Nurse” about your health care questions, or quickly access national health-related hotlines. The concierge features allows you to view nearby dining, hotels and transportation options.

VISITING HOURS Visiting hours to most hospital units are between 7 a.m. and 9 p.m. daily. For after hours, you will need to enter the hospital through the Emergency Department entrance or the East Tower entrance.

STAYING OVERNIGHT

The Holiday Inn Downtown Mercy Campus at 1050 6th Ave., Des Moines, 50314, provides discounted accommodations and complimentary shuttle service to and from the hospital for friends and family members of patients. For reservations, call (515) 283-0151 and ask for the Mercy Hotel discount. Or visit www.holidayinn.com/dsm-downtown to make a reservation.

VOLUNTEER PET VISITATION PROGRAMAll dogs in the Pet Visitation program are certified by Therapy Dogs International and, along with their handler, they visit patient floors and waiting areas throughout the hospital. To request a visit, an individual or staff member may contact the Volunteer Services Department at (515) 247-3246 to inquire about availability.

WELLNESS CENTERPatients’ family members and guests are permitted to use the Wellness Center and shower facilities while visiting a patient. Preferred hours of use are during staffed hours from 6 a.m. – 6 p.m., Monday -Friday.

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ABOUT YOUR DISCHARGE HOMEAt Mercy, all members of your health care team are responsible for helping with your discharge planning process. For your convenience, an anticipated discharge date will be determined as soon as possible. This date may change based on your condition and required treatment. Your physician will work with your nurses, case manager and other caregivers to develop your discharge plan, which will include information about follow-up appointments; medications; signs and symptoms to watch for, and any other medical instructions you will need to follow. This information will be included in the pocket folders of this packet.

Additionally, your nurse, along with our Care Coordination team of social workers and patient care managers, will also take into consideration any special services you may need to help you care for yourself after leaving the hospital – such as home nursing care, medical equipment or physical therapy – and help you arrange for those services. Your transportation plan will need to be arranged prior to your discharge home.

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