Mesa General Hospital

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Thank you for choosing Mesa General Hospital! Our facility has provided quality healthcare to the people of the East Valley for 40 years, and it is our sincere hope that you will continue to make Mesa General Hospital your healthcare provider of choice.

We understand that hospitalization can be a stressful experience. But our entire staff is dedicated to making your stay as comfortable as possible. We are here to service you- our most valued customer- in a compassionate, courteous, and efficient manner. Throughout your stay, we pledge to respect your privacy, your patient rights, and your unique medical and emotional needs.

We have provided patient and visitor information to answer some of the questions you and your family may have during your stay. It explains some of our policies and will familiarize you with many of our services and programs. Click on the links below to learn more.

PATIENT INFORMATION

IN-ROOM SERVICES

Room Temperature
Each patient room has central air and heating. Please let the nursing staff know if your room temperature is not comfortable.

Nurse Call System
All patient rooms are equipped with a nurse call system that should be used to alert the nurse that you need assistance. A staff member will answer your call light either by intercom or in person as soon as he or she is available. There is also an emergency call light located in your bathroom and shower in case you require immediate assistance or help returning to bed.

Television
Color television sets are provided in every room, free of charge. Please keep the volume low and turn off your television at bedtime.

Telephone System
Local calls in the 480, 602, and 623 area codes are free. Dial “9” and then the number you wish to reach. Long distance calls may be billed to your calling card or home phone number. To place a long distance call, dial “0” and the Mesa General operator will assist you. Cell phone use is restricted in certain areas of the facility.

To dial in-house numbers, press the last 4 digits of the phone number (directory of staff and hospital services on page 4).

Meals
Mesa General Hospital is committed to high-quality food service. You will be given a menu each evening to select your food preferences for the next day. Please note that you may be on a special or restricted diet as prescribed by your physician. In this circumstance, the Dietary Department will serve only food items allowed under the prescribed food plan. If you have questions about your diet, please contact ext. 4370.

Breakfast is served between 8:00am - 8:30am; lunch is served between 12noon - 12:30pm; and dinner is served between 5:00pm - 5:30pm.

If you want a snack or beverage at another time, please check with your nurse.

Guest meals are available upon request.

Valuables/ Personal Belongings
Please feel free to bring a toothbrush, toilet articles, bathrobe, slippers, nightgown or pajamas, and reading materials. Maternity patients should include an infant car seat as well as an outfit for the baby to wear home.

However, please send home any valuables, including jewelry and money, with family members. If this is not possible, please speak to the nurse on duty if you must store items in the vault. Prior to departure, please remember to retrieve any items given to Security.

In the interest of patient and staff safety, the use of all privately-owned electrical appliances, coffee pots, hair dryers, electric toothbrushes, televisions, and radios is strictly prohibited.

Books and Magazines
Mesa General Hospital has a collection of books and magazines for our patients and their families. Please let your nurse know if you would like one.

Patient Condition Reports
Information about your diagnosis and treatment must come from your doctor. This is kept confidential and will only be given to you or a member of your family whom you designate.

Medication
All medications taken during your stay will be ordered by your doctor, and given by a nurse. For your protection, you may not take your own medication or keep personal medications in your room.

Interpreters
Interpreters are provided for your specific needs. Ask your nurse if assistance is needed.

Notary Services
Notary services are available. Please contact Admitting at ext. 6220.

Mail and Flower Delivery
All mail, packages, and flowers addressed to you will be delivered to your room. Mail received after your discharge will be forwarded to your home. Flowers delivered after your discharge will not be accepted. Please note that flowers are not permitted in CCU.

PATIENT AND VISITOR SAFETY

Mesa General Hospital takes the safety of our patients, visitors and staff very seriously. A uniformed security guard is on duty at all times. If you need to report an incident anywhere on the medical campus or if you wish to be escorted to your car, please dial the Switchboard at “0”.

Employee Badges
For your safety, Mesa General Hospital staff members are required to wear an identifying badge at all times. If you are approached by a person without a badge claiming to be an employee, please immediately notify your nurse or other staff member.

Patient Wristbands
Your patient identification wristband tells the staff your name, hospital number, and physician’s name. Please do not remove this band until you have been discharged.

Newborn Babies
For the safety of your newborn baby, a security system is in place. Please do not remove the wristband from your newborn or approach exit doors while holding your baby as it will activate our alarm system. Please ask the nurse if you have more questions.

Alarms
If you hear an alarm, please stay where you are until directions by staff are given. We have many pieces of equipment with safety signals, and you may be hearing this type of alarm. In any event, the staff has been trained about what to do in an emergency.

Medication Safety
In order to prevent medication reactions, it is important for us to know all about the medications you take. For your medication safety, please let us know about:

rescription medication you are taking
Over-the-counter medications you are using (or commonly use) for pain, headaches, cough/colds and other ailments
“Natural” remedies, alternative medications or vitamins that you use
Any recreational drugs you may use
Any allergies to medications that you had and the type of reaction
Any food allergies
Any questions or concerns you have about the medications

LEAVING THE HOSPITAL

Discharge
Your doctor will decide when you are able to leave the hospital, and a discharge order will be written. Collect all your personal belongings, and double-check drawers. When it is time to leave, a member of the hospital staff will escort you out. Please try to make arrangements for transportation so you do not have to wait.

Discharge Instructions
Your doctor and nurse will instruct you on after-hospital care. You may want to prepare a list of questions about diet, activities, medications, and other concerns.

Medical Needs After Discharge
There are occasions when patients need additional treatment or care after discharge. If you need assistance, please call our Case Management Department at 480-844-6219.

Medical Records
If you have questions about your medical records or need copies for your doctor, please contact our Medical Records Department at 480-844-6215.

Request for X-Rays
To request release of your X-Rays, please call 480-844-6280.

FINANCIAL INFORMATION

Since the billing and payment process can be confusing, included is a brief explanation of our policies. If you have any questions regarding your financial arrangements, please contact us at 480-844-6220.

You are ultimately responsible for all hospital charges incurred. As a courtesy, we will file all claims for our services to your primary insurance company and secondary carrier when noted. You are responsible for paying the remaining balance. Co-pays and deductibles are due at time of service.

The portion of the hospital bill not covered by insurance is due in full at the following times, unless prior financial arrangements have been made:

At the time of treatment for all outpatient services and same day surgeries
At the time of discharge for inpatient hospitalization

Payment plans are available, if needed. Please contact an Admitting Financial Counselor at 480-844-4138 to discuss these arrangements.

Medicare
If you are covered by Medicare, we will need a copy of your Medicare card for identification purposes and to process your claim. The Medicare program specifically excludes payment for certain items and services, such as cosmetic surgery, some oral surgery procedures, self-administered drugs, and personal comfort items, hearing evaluations and others. Deductibles and co-payments are also the responsibility of the patient.

Medicaid
Applications for Medicaid are available from admitting or from a hospital financial counselor. If Medicaid has been denied or does not cover services rendered, you may then qualify for other assistance. You may also qualify for assistance if you do not have any insurance, if you have a catastrophic illness, or if you fall within specific financial guidelines.

Other Insurance
If you have other insurance coverage, please furnish a copy of your insurance card at admission. Mesa General Hospital will bill your insurance company. Deductibles, cost-shares, and co-payments are the responsibility of the patient.

If You Have No Insurance
A representative from the Admitting Department will discuss payment options with you. We can help you apply for AHCCCS or other financial programs, if appropriate.

CUSTOMER SERVICE SURVEY

Here at Mesa General Hospital, it is our goal to deliver quality patient care in the most friendly and caring atmosphere. We are constantly working to improve so that your experience is the best it can be.

Mesa General Hospital randomly surveys our patients upon discharge. This survey is sent in the mail within two weeks of discharge. It asks our patients to rate their experience on a number of different factors, such as nursing care, food quality, and privacy. The survey does contain an area where you can identify your name and phone number, or you can choose to remain anonymous.

If our staff has met your needs in a particular area, we appreciate a “5”, which means “very well”. Likewise, if there are areas where we can improve, please provide us with your honest feedback.

Additionally, the survey is a tool we use to reward and recognize employees who have provided exceptional service to our patients. If you can identify a staff person by name, we are able to provide feedback for employee growth.

Because this survey is randomly mailed, you may not receive this survey. However, if you do, we would greatly appreciate taking a few minutes to complete it. We take these surveys very seriously as they are a critical tool for our improvement efforts.

VISITOR INFORMATION

Visiting Hours
Visiting hours are daily from 8:00 am to 8:00 pm. Please approve any exceptions with your nurse. We are happy to accommodate family and friends according to the needs of the patient. Although visitors play an important role in patient recovery, we ask that guests and children with contagious illness please refrain from visiting in order to prevent the spread of infection. All visiting children must be supervised by a responsible adult.

Visiting Hours for Critical Care Unit

Times: 8:00 am - 6:45 pm and then again from 8:00 pm - 9:30 pm.
Only two visitors at a time.
No children under age 12.
Visitors may be asked to leave at the discretion of the supervisory nurse.
To enter, please use the buzzer outside the CCU doors.

During the night, only immediate family of a patient admitted between 9:30 pm and 6:00 am will be allowed to visit briefly once the patient has been stabilized.

Smoking Policy
In compliance with standards set by the Joint Commission on Accreditation of Healthcare Organizations and Mesa City Code, Mesa General Hospital is a smoke-free hospital. There are designated smoking areas located outside the facility.

Cafeteria
Hours of Operation:
Monday - Friday: Breakfast 6:30am - 8:30am
Lunch 11:00am - 1:30pm
Saturday & Sunday: Continental Breakfast 6:30am - 8:30am
Lunch 11:00am - 1:30pm

Beverage service and vending machines are available 24 hours a day in the cafeteria.

Telephones and ATM
Pay telephones and ATM are located in the hallway near the Main Lobby.

Chapel
Mesa General Hospital’s Chapel is located on the Medical/Surgical wing near the cafeteria. Patients and family members are welcome to visit the Chapel at any time.

Gift Shop
Our Gift Shop, located in the Main Lobby, is operated by the Volunteer Auxiliary. All proceeds from the Gift Shop are used to provide nursing scholarships to students or are donated to charitable causes in our community.

HOTEL/ MOTEL ACCOMMODATIONS

Special Rates for MGH Patients and Families

Best Western Mezona Inn- 480-834-9233
250 W. Main St. (Country Club/ Main St. - 3 minutes away)
Reference “Mesa General Hospital”

$89.99 per night (Jan – Feb)
$59.99 per night (Apr – Dec)

Complimentary hot breakfast buffet included.
Pets accepted with a $20 fee.

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Best Western Mesa Inn- 480-964-8000
1625 E. Main St. (Stapley/ Gilbert Rd.- 4 minutes away)
Reference “Mesa General Hospital”

$89.99 per night (Jan – Mar)
$59.99 per night (Apr – Dec)

Complimentary continental breakfast included.
Pets accepted with a $20 fee.

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Hilton Phoenix East/ Mesa- 1-800-544-5866
1011 W. Holmes Ave. (US 60/ Alma School Rd.- 9 minutes away)
Ask for “Mesa General Hospital Special Rate”
For Internet Reservations, reference Acct. # N1369097

$179 per night, including continental breakfast (Jan – Apr)
$139 per night, including continental breakfast (May – Dec)

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Phoenix Marriott Mesa- (480) 898-8300
200 N. Centennial Way (downtown Mesa- 1 minute away)
Reference “Mesa General Hospital, a local preferred account”

$129 per night (Jan. – Apr.)
$109 per night (Apr. – May 20)
$79 per night (May 21 – Sept. 5)
$109 per night (Sept. 6 – Dec.)

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Residence Inn- (480) 610-0100
941 W. Grove Ave. (US 60/ Alma School Rd- 9 minutes away)
Ask for “Mesa General Hospital Special Rate”

$159 per night (Jan. 1 – May 19)
$109 per night (May 20 – Sept. 1)
$139 per night (Sept. 2 – Dec. 31)

PATIENT RIGHTS, RESPONSIBILITIES, & PRIVACY
AND CONFIDENTIALITY RIGHTS

PATIENT RIGHTS

All patients or designated responsible parties have the right to:

Get quality care no matter your race, religion, sex, where you are from, sexual orientation, ethnicity, handicap, or how you pay. Access to quality care and treatment consistent with available resources and generally accepted standards regardless of race, religion, sex, national origin, sexual orientation, ethnicity, handicap or source of payment for care.

Have cultural, spiritual and pastoral, emotional and psychosocial needs addressed, and to be respected for personal values, beliefs and preferences.
Be treated with dignity. Considerate, respectful care with recognition of your personal dignity.
Request a copy of your health record.
Ask for changes to your health record, known as an amendment to your Medical Record.
Know who looked at your medical record (accounting of disclosures) as permitted under applicable law.
Be a part of making decisions about your care. Be involved in decisions about your care, treatment, and services.
Be a part of fixing problems with your care. Be involved in resolving dilemmas about care, treatment, and services.
Pick someone to make decisions for you if you are unable to make your own decisions. Identify a surrogate decision maker, as allowed by law, when the patient cannot make decisions about his or her care, treatment, and service.

Have the legally responsible representative approve care, treatment, and service decisions.
Have family involved in your care if you want. Have family, as appropriate and as allowed by law, and with permission of the patient or surrogate decision maker, involved in care, treatment, and service decisions.
Be told information before you decide and sign for medical treatment. Fully participate in decisions about his or her care, treatment and services by giving informed consent.
Say it is OK or not to have your picture or a video made of you. Have recording or filming of your care and treatment done only with your written consent, and then, only in accordance with law and hospital policy.
Get information about the doctors, nurses and others giving your care. Receive adequate information about the person(s) responsible for the delivery of your care, treatment, and services and to receive this information in a timely manner.
Say no to treatment. Refuse care, treatment, and services in accordance with law and regulation. Leave the hospital even against the advise of your doctor.
Let the person you picked to help with your decisions refuse care for you. When the patient is not legally responsible, the surrogate decision maker, as allowed by law, has the right to refuse care, treatment, and services on the patient's behalf.
Be told about your care even when things may not have gone right. Be informed about the outcomes of care, treatment, and services that have been provided, including unanticipated outcomes.
Get information in a way that you understand. Receive information in a manner that he or she understands. This includes communication between the hospital and the patient, as well as communication between the patient and others outside the hospital.

Written information is appropriate to age and understanding, the population served, and in the language of the patient.

Interpretation (translation) services will be provided as necessary. The needs of those with vision, speech, hearing, language and cognitive impairments will be addressed.

Telephone and mail services are offered as appropriate to the setting and population.
Have complaints listened to and resolved whenever possible. Receive information about your right to file a complaint with a State authority.
Have privacy for you and your records, as well as safety and security of yourself and your property. Have your needs for confidentiality, privacy, and security respected.
An environment that preserves dignity and contributes to positive self image. Sufficient storage space to meet personal needs and the right to keep and use personal belongings as appropriate to your treatment.
Be free from mental, physical, sexual, and verbal abuse, neglect, and exploitation.
Have your pain managed.

Access protective and advocacy services.
Be told if you are going to be involved in medical research. Be advised if Mesa General Hospital proposes to engage in research, investigation, and clinical trials involving human subjects that would affect your treatment and the right to refuse to participate in such research projects

PATIENT RESPONSIBILITIES

The hospital is entitled to reasonable and responsible behavior on the part of the patients, within their capabilities, and their families in order to facilitate the safe delivery of care, treatment, and services. Patient responsibilities include:

Giving complete and true information. Providing accurate and complete information about present complaints, past illnesses, hospitalization, medications, and other matters relating to their health. Patients and their families must report perceived risks in their care and unexpected changes in their condition. They can help the hospital understand their environment by providing feedback about service needs and expectations.
Asking questions if you do not understand your care or what you are expected to do.
Following directions given by your doctor. Follow instructions related to care, treatment, and services. Patients should express any concerns about their ability to follow the proposed care plan or course of care, treatment, and services. The hospital makes every effort to adapt the plan to the specific needs and limitations of the patients. When such adaptations to the care, treatment, and service plan are not recommended, patients and their families are informed of the consequences of the care, treatment, and service alternatives and not following the proposed course.
Accepting consequences for outcomes if you do not follow the care, treatment, and service plan.
Following the hospital's rules and regulations.
Showing respect and consideration to the hospital staff and property, as well as other patients and their property.
Meeting financial commitments agreed to with the hospital.
Observing the non-smoking policy within the hospital.
Sending your valuables home or put them in the hospital safe. The Hospital will not be responsible for lost valuables that are not properly secured in the Hospital’s safe.
Taking care of your own personal items, such as glasses, dentures and hearing aids. The Hospital will not be responsible for these items if lost.

If You Believe Your Rights Have Been Violated:

You may file either a verbal or written compliant with any staff member.
You may contact the Patient Liaison at 480-461-4469.
You may contact Hospital Administration at 480-844-4119 or the Risk Manager at 480-844-4199.
You may file a telephone complaint with IASIS Healthcare Corporation through the 24 hour toll free Alert Line at 1-877-898-6080.
If you are still dissatisfied, you may file a compliant with any state or regulatory agency.

Arizona Department of Health Services
150 N. 18th Avenue, Suite 450
Phoenix, AZ 85007
602-364-3030

Joint Commission for Accreditation of Healthcare Organizations (JCAHO)
www.jointcommission.org or call 1-800-994-6610

At Mesa General Hospital, we want to do everything to ensure that you have a very good experience with the hospital facilities, staff members and physicians. It is our desire to provide quality care in a safe environment by partnering with you and all the caregivers involved in your treatment.

IMPORTANT PHONE NUMBERS

Main Switchboard/ Mesa General Operator: 969-9111
Administration: 844-4119
Business Office/ Patient Billing: 827-2460
Dietary: 844-4370
CEO - Teri Keel: 827-7752
Director of Admitting – Wesley Thompson: 844-6209
Director of CCU – Bruce Gibson: 844-6245
Director of OR – David Hutto: 844-6245
Director of Med/Surg – Tabitha Madzura: 844-4346
Director of Emergency Department – Beverly Gribbin: 844-4788
Director of OB/Women’s Services – Jill Bish: 844-6244
Director of Radiology- Scott Schaeffer: 844-6244
Director of Respiratory Therapy- Geeta Joshi: 844-4784
Director of Telemetry- Tabitha Madzura: 844-4346