Patient Guide

In order to promote a restful environment for our patients, we ask that visits to hospital patients be planned during the designated hours listed below.

While visiting GRMC, please be as quiet as possible to ensure that all of our patients are able to have a restful experience. Visitors will be asked to leave during patient emergencies and patient procedures. The physician and nursing staff reserve the right to limit visitation if it conflicts with the care of the patient. Immediate family members may be allowed unlimited visitation if warranted by a physician or nurse.

Birthing Center: 2:00 pm – 6:00 pm
Emergency Room: 24 hours
Inpatient Rehabilitation: 8:30 am – 8:30 pm
Intensive Care Unit (ICU): 8:00am – 6:00pm & 8:00pm – 10:00pm
Medical Floor: 8:00am – 8:30pm
Surgical Floor: 8:00am – 8:30pm

Visiting hours are subject to change.

Calling from inside the hospital? Dial the last four digits only.

Main: 830.379.2411
Administration: 830.401.7211
Admitting (Inpatient and Outpatient): 830.401.7445
Birthing Center: 830.401.7530
Career Opportunities: 830.401.7520
Case Management: 830.401.7348
Emergency Department: 830.401.7335
Financial Assistance: 830.401.7874
Gift Shop: 830.401.7238
Guadalupe Clinic for Chronic Disease: 830.303.9400
Guadalupe Regional Wellness Center: 830.401.7676
Hospice: 830.401.7561
Information Desk Central Entrance: 830.401.7877
Information Desk Patient Tower: 830.401.7870
Lab: 830.401.7860
Medical Records: 830.401.7237
Physician Referral: 830.401.7401
Prescription Assistance Program: 830.401.7603
Scheduling: 830.401.7745
Spiritual Care: 830.379.2411
Transportation Scheduling: 830.401.7433
Volunteer Services: 830.401.7739

Your Privacy Password

At GRMC, we are committed to protecting the privacy of your health information. We assign a four-digit passcode for you to give to loved ones whom you would like us to share your personal health information, such as results, findings, and care decisions. Loved ones seeking information will need to provide this passcode to the hospital staff member they are speaking with in order to receive any information other than general condition.

Hourly Rounding: What does this mean for our patients?

Our nursing staff provides intentional and effective hourly rounding for all their assigned patients. Hourly rounding involves a proactive interaction with patients every hour during the day and every two hours at night. This helps GRMC achieve our goal to ‘always’ deliver exceptional clinical quality care in a safe and compassionate environment. If at any time during your stay you have questions or concerns, please notify your nurse.

Telemedicine

At GRMC, we believe convenience is everything. Telemedicine is a way of communicating with a specialty physician outside the walls of GRMC. There may be times your medical provider or nurse believes you would benefit from a telemedicine consultation. Our team will set up the appointment and the telemedicine physician will video conference in via a computer- like screen in your room. During the consultation process, the telemedicine physician is able to diagnose and construct a treatment plan.

1 – Communications Button — Use this button for direct communication to the Health Unit Coordinator (HUC)/front.

2 – Restroom Button — Press this button for direct communication to your nurse and nurse aide if you need to go the bathroom.

3 –  Sad Face — Use this button for direct communication to your nurse when you feel a rise in your pain level.

4 – Lights – Buttons to adjust the light settings in your room.

TV Remote Controls – Buttons to control your TV
5 – Power
6 – Volume
7 – Channel Selector
8 – Mute
9 – Last/Previous
10 – Sleep
11 – Closed Caption

Are you in pain?
As a patient at GRMC, you can expect:

• Information about pain and pain relief
• Concerned staff committed to pain prevention and management
• Health professionals who respond quickly to reports of pain

How to communicate your pain
Your doctor(s) and nurse(s) will ask you to rate your pain on a scale of 0 to 10, or you may be shown a scale with faces that allows you to choose which best describes your pain. Informing us on your level of pain will help us to manage your pain. We strive to relieve pain as much as possible, but in some situations pain is expected. We will work with you to achieve a tolerable level for you.

At GRMC, we want your experience as a patient to be as safe as possible. Please be aware of the following:

Medications
All medications you take while at GRMC are prescribed by your doctor, dispensed by the hospital pharmacy and administered by a nurse. Patients are not permitted to administer their own drugs or keep personal medications at their bedside, unless ordered by their physician.

You have patient rights to keep you safe and informed:

• Right Drug
• Right Patient
• Right Dose
• Right Route
• Right Time
• Right Education

Smoking/Tobacco Policy
GRMC is proud to be a tobacco free campus. Ask your doctor or nurse about smoking cessation programs and products ofered.

Hand Hygiene
Proper hand hygiene is everyone’s responsibility and is the single most important thing you can do to stop the spread of infection. If you do not see your doctor, nurse or other healthcare provider properly clean their hands; please remind them to do so.

Oxygen
Special regulations are in effect in areas where patients are receiving oxygen. Equipment that requires electricity for operation and aerosol products are not permitted in these areas.

Side Rails and Bed Safety
Side rails on the beds are for the safety of patients. These rails are in the up position after 9:00 pm and any time a patient has been sedated. Should you need assistance in moving in or out of your bed with the rails in the up position, please call your nurse.

Rapid Response Team (RRT)
A team of clinicians who bring critical care expertise to the patient bedside when health emergencies are identified. The goal is to address life-threatening conditions to prevent a critical unit transfer; cardiac arrest and/or in- hospital mortality.

Fire & Emergency Drills
For your protection, GRMC conducts fire and emergency preparedness drills regularly. If a drill occurs while you are here, please remain calm and stay in your room. GRMC staff is trained in fire and disaster protection and will alert you if needed.

Fall Prevention
We have a Fall Reduction Program to help patients who may be at risk for falls. As a patient, you can help us by:

• Knowing how to use the call light and using it for assistance to get up.
• Wearing nonskid socks. If you do not have any, let us know, and we will provide you with a pair.
• Be aware of the medicines you are taking. Some of them may make you dizzy or less aware of your surroundings.

At GRMC, we believe in providing inpatient and outpatient resources and services to help you reach and maintain a healthy well-being. We provide a variety of support, from grief to Parkinson’s and more. Visit our Classes & Support Group page for more information.

LIFE Care is designed to improve the quality of life for families and patients who are facing problems associated with serious or life-threatening illness. The goal is to prevent and relieve suffering by early identification and treatment of symptoms caused specifically from the illness itself or acquired from the treatment of the illness. Treatment also focuses on the emotional and spiritual issues that the patient and family may be experiencing.

Know the facts about LIFE Care

• LIFE Care is not just for the end of It can begin at the start of a serious illness and can be given alongside treatments designed to combat disease.
• LIFE Care could extend People who receive LIFE Care may live longer and have a better quality of life than people with similar illnesses who do not receive LIFE Care.
• LIFE Care allows seriously ill patients to avoid stressful trips to the hospital and spend more time at home with loved
• LIFE Care & Palliative Care services differ from hospice
• LIFE Care at GRMC consists of a Palliative Outpatient Clinic,
• LIFE Care allows a physician to monitor the patient’s symptoms closely in the outpatient

Resource Coordination: LIFE Care offers patients and their family assistance in finding essential resources that aim to provide care to the patient.

Chaplain Support: LIFE Care provides spiritual and emotional support by accommodating faith practices and identifying the things that bring meaning to your life, which is important in providing care to the patient and family.

Advanced Care Planning:

This is a process that allows individuals to reflect on and share personal values, life goals, and preferences related to future medical care requiring life-sustaining treatment. The documented plan of care provides direction to health care professionals and family members when the person is unable to communicate their own healthcare choices. An Advanced Care Planner can help you complete the legal documents that outline your health care preferences. It is a gift to your loved ones who may have a difcult time during a medical emergency to make choices about your care. The prime time recommended to complete Advanced Care Planning is before a health crisis occurs. These documents can be completed in the hospital or as an outpatient.

For more information or a consultation, please call 830.401.7704.

It is our mission at GRMC to make a positive difference in every life we touch. That includes providing financial programs and assistance for hospital services. All patients should familiarize themselves with the terms of their insurance coverage. This will help you understand the hospital’s billing procedures and charges. If you or a family member has a question about your insurance coverage, you can contact our Patient Financial Services Department at 830.401.7874.

Financial programs and assistance are provided at no cost to the patient. Services include:

Cash Pay for Services
In an effort to help you make informed healthcare decisions, GRMC provides cash prices for self-pay patients for common adult procedures and tests. For a complete list including discount options for cash pay, please contact Pre-Arrival at 830.825.0228. These prices do not include physician services. Anesthesia does not extend separate cash pay prices for patients—inquire at 830.379.5867.

Discounted Care
For all uninsured patients, regardless of income, we offer Time of Service /Pay in Full discount options. GRMC also provides a Recurring Payment Option, which is an automatic monthly payment by electronic check or credit card.

Indigent Health Care and Charity Care
You may qualify for additional discounts through our Indigent Health & Charity Care Programs. These programs are designed based on total gross income as it relates to the Federal Poverty Guideline (FPG), established by the Department of Health & Human Services. To determine if you are eligible, please contact a Financial Counselor at 830.401.7875.

Maternity Services Pricing Plan
While GRMC accepts most major insurances, we also understand that maternity care may not be covered. Thus, qualified, uninsured families may be eligible for this program if payment is made in full by the time of the mother’s discharge. The plan is designed for a normal, uncomplicated delivery at GRMC and for the routine care mother and baby receives during hospitalization. The Maternity Services Pricing Plan is not offered to families with Medicaid or other maternity insurance coverage. Any special amenities or accommodations may be subject to additional fees. For more information on our Maternity Services Pricing Plan, please call Pre-Admission at 830.294.0161.

GRMC offers educational classes to extend the physical and mental health of our patients.

Breastfeeding Class
This class gives pregnant moms the opportunity to learn and prepare to breastfeed. You will learn breastfeeding basics and benefits, the importance of latching on/positioning, feedings, proper breast care and more. Call 830.401.7530 for more information.

Childbirth Class
A forum to ask questions and learn how to prepare for labor and birth including topics on: healthy pregnancy developments, breathing and relaxation techniques, labor signs, coping with pain, expectations for labor and delivery and the labor partner/coaching role. Call 830.401.7530 for more information.

Diabetes 101
This accredited Diabetes Education Program is for those diagnosed with Type 2 diabetes. The goal is to educate participants in the care and management of their diabetes. This series is taught by a Certified Diabetes Educator. A provider referral is required to attend the program. Call 830.484.4237 for more information.

Gestational Diabetes
This class focuses on preventing complications for the mother, such as preeclampsia and eclampsia, as well as the baby. Other topics for this class include hypoglycemia, hyperinsulinemia, pre-term and respiratory distress, as well as jaundice. Call 830.484.4237 for more information.

Guadalupe Regional Medical Center
Our Wellness Center provides individual and group fitness training including aquatics, racquetball, cardio and strength training, Zumba™, yoga and many others. Call the Wellness Center at 830.401.7676 to join.

Your opinion matters. We want to improve our care and you can help!
You may be contacted by phone or mail and asked to complete a confidential survey about your visit. Please take the time to complete the survey. We will use your feedback to continue making improvements in our patient care at GRMC.

What you need to know about your follow-up phone call or text:

1. You will receive a phone call or text message from our automated system within 48 hours of leaving the Call times occur Monday–Friday at 10am & 3pm.
2. You will be asked important questions about your health and You can answer the questions using the phone keypad. Once you complete the follow-up questionnaire, a GRMC clinician will review your answers.
3. Based on your answers, a clinician may call you to offer help and/or provide further instructions.
4. Partnering in your care is our number one priority. By completing this follow-up phone call and/or text message, you are taking critical steps toward improving your health.

What you need to know about your follow-up mail survey:

1. You may receive a survey in the mail within two weeks of leaving the
2. The survey will have questions about your recent hospital The survey takes 5–10 minutes to complete.
3. We want to hear from Please share your experience with us to let us know what we did well and what we could be doing better.

You have the right to:

• Appropriate assessment and management of pain
• Considerate and respectful care
• Not to be restrained or secluded unless medically necessary
• The protection of your dignity and well-being if restrained
• Receive current information concerning your diagnosis, treatment and prognosis in terms you can understand
• Know the name and professional status of caregivers providing services to you
• Participate with your physician(s) and other healthcare providers in planning your healthcare treatment
• Accept or refuse any procedure, drug or treatment, and to be informed of the possible consequences
• Execute an Advance Directive and to have the Directive honored
• Appoint a person to make healthcare decisions on your behalf in the event you lose the capacity to do so
• Every consideration with regard to Privacy. Discussion about your care, consultations, examinations and treatment will be conducted discreetly
• Receive services in response to reasonable requests that are within the boundaries of GRMC’s capacity and mission
• Have your personal, cultural and spiritual values and beliefs considered when treatment decisions are made
• Have no information about you released except as required by If you are a No Information patient, your presence at GRMC will not be acknowledged and you will not receive telephone calls, flowers, mail or visitors
• Request consultation regarding ethical issues surrounding your care from GRMC’s Patient Rights Ethics Committee
• Complain about your care without fear or recrimination or penalty, to have your complaints reviewed and, when possible, resolved
• Be transferred to another facility only after having received complete information and explanation concerning the need for and alternatives to the transfer
• Consent to or refuse care that involves research, experimental treatments or educational projects
• Expect continuity of care
• Examine your bill and to receive an explanation of charges
• Be informed of GRMC policies, procedures, rules and regulations applicable to your care
• Get information about your care in a language you understand
• Receive care in a safe setting
• Know when something goes wrong with your care
• Get an up-to-date list of all your current medications
• Be listened to
• Be free from all forms of abuse or harassment
• Obtain copies of your medical record within 15 days of your request
• Have all communications and records related to your care be kept confidential
• Receive visitors that you designate and right to withdraw or deny such consent at any time
• Request we communicate about your health information in a certain way
• Be notified of a breach of  your health information.

If you have any questions regarding these rights or wish to voice a concern about a possible violation of your rights, please contact your nurse or GRMC Administration.

Patients have the responsibility to:

• Provide information about present complaints, past illnesses, hospitalizations, medications and other matters related to your health status
• Participate effectively in decision
• Request additional information or clarification about your health status or treatment
• Ensure that the hospital has a copy of your written advance directive
• Be aware of the hospital’s obligation to provide care for other patients
• Provide necessary information for insurance claims and work with the hospital to make payment arrangements when necessary
• Recognize the impact of your life-style on your personal health
• Follow hospital rules and regulations and be considerate of the rights of other patients and the hospital staff

Patients are encouraged to ask questions regarding these rights and to voice a concern about a possible violation of these rights to hospital staff or Administration. If an employee is concerned about a medical ethical issue, the concern should be brought to the attention of the supervisor or Administration, who will in turn contact the Patient Rights / Ethics Committee. This Committee is composed of representatives from the Medical Staff, Nursing Services, Pastoral Care and Administration if warranted. The multidisciplinary Patient Rights / Ethics Committee is available as an advisory panel to assist patients and their families, physicians and other hospital staff regarding ethical issues or conflicts in treatment decisions.

You have privacy rights under federal and state laws that protect your health information. These laws set rules and limits on who can look at and receive your health information. These rights are important for you to know. Below is a summary of your privacy rights under federal law. GRMC has a Notice of Privacy Practices which describes how our facility may use and disclose your health information. This notice is available at any time upon request. This notice is also available on our hospital’s website.

What information is protected?

• Information your doctors, nurses and other healthcare providers put in your medical records
• Conversations your doctor has with nurses and others regarding your care or treatment
• Billing information about you here at our hospital, clinics or outpatient departments
• Most other health information about you that is held by healthcare providers who must follow this law

What rights do you have over your health information?

Providers and health insurers must comply with your right to:

• Ask to see and get a copy of your health records
• Have corrections added to your health information
• Receive a notice that tells you how your health information may be used and shared (For GRMC, this is the Notice of Privacy Practices)
• Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as marketing and fundraising
• Get a report on when and why your health information was shared for certain purposes
• File a complaint

To make sure your health information is protected in a way that doesn’t interfere with your healthcare, your information may be used and shared:

• For your treatment, care coordination and payment purposes
• For healthcare operations to make sure patients are receiving quality care
• For public health and safety requirements
• With law enforcement officials and agencies if required by law; for example, reporting of gunshot wounds
• With other individuals/companies the hospital uses that perform a service for the hospital that may need access to your health information (These individuals/companies are required to protect your health information, as well)
• With Health Information Exchanges (HIE), which allow for doctors and other healthcare providers to access and share your vital health information electronically
• For Worker’s Compensation programs
• As required by federal and state laws

Without your written permission, the hospital cannot:

• Give your health information to your employer (This does not include Worker’s Compensation)
• Share your information for marketing or fundraising purposes
• Share private notes about your mental health counseling sessions, unless allowed by law

How do I report a privacy complaint?
GRMC understands that your health information is personal and sensitive in nature, and we are committed to protecting the privacy of your information. Patients are encouraged to discuss concerns about the privacy of their health information with the hospital’s privacy oicer.

To file a privacy complaint with GRMC:

• Contact GRMC’s privacy officer at 401.7100
• Complete the HIPAA (Privacy) Complaint Form located at grmedcenter.com/privacy-and-health-information

To file a privacy complaint with the State:

• Contact the Texas Department of State Health Services (DSHS) at 1-800-942-5540 dshs.texas.gov/hipaa/privacycomplaints.shtm

To file a privacy complaint with the Office for Civil Rights:

Send information to the regional office at:
Office for Civil Rights
U.S. Department of Health and Human Services 1301 Young St., Suite 1169, Dallas, TX 75202
www.hhs.gov/ocr/privacy
OCR’s Customer Response Center: 1-800-368-1019

What to do if you have a patient care complaint?

GRMC strives to deliver quality care and service to the patients we are privileged to serve. Patients are encouraged to discuss concerns regarding care with staff or the unit director. Staff will be receptive to patient complaints and attempt to resolve complaints immediately.

If a complaint cannot be resolved immediately, or if the patient desires, the patient may present a verbal or written complaint to GRMC Administration.

Robert Haynes, FACHE Chief Executive Officer – 830.401.7208
Daphne Blake, RN, MSN Chief Nursing Officer – 830.401.7338
Sheri Williams, RN, MSN Chief Operating Officer – 830.401.1371
Elizabeth McCown, JD Risk Manager – 830.401.7314

Patient Quality Care Unit
Department of State Health Services
1100 West 49th Street
Austin, TX 8756-3199
888.973.0022

The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
1.800.994.6610
patientsafetyreport@jointcommission.org