- What to Expect During Your Stay
- Concierge Services
- Ending Your Hospital Stay
- Health Care Dilemmas
- Infection Control
- Visitor Information
- General Rules
- Understanding Your Hospital Bill
What to Expect During Your Stay
Heart Hospital of Lafayette is committed to "Patient Focused Care." What this means to us is that everything we do is orchestrated around you and not us. By being patient focused, we will do the following:
- We will respect your values, preferences and expressed needs.
- We will coordinate and include you in information about your hospital stay.
- We will provide education to you as necessary.
- We will do whatever we can to maintain your comfort.
- We will provide you emotional support and alleviate your fear and anxiety.
- We will involve your family and friends in your care as you wish.
- We will provide an effective transition to your home by offering appropriate education and support resources.
The Registration area handles pre-admissions and admissions for all scheduled surgery inpatients and outpatients as well as scheduled medical admissions. Please bring your insurance information to facilitate the admission process. Patients can register for admission using the following guidelines:
On the day of a scheduled procedure (surgery, cath lab, radiology, etc.):
Patients can check in for registration as early as 4:30 a.m. Before 6:00 a.m., patients check in through the Emergency Walk-In entrance on the north (left) side of the building. After 6:00 a.m., patients check in at the Concierge desk in the Main Lobby.
Pre-Op / Pre-Registration (registering prior to the date of your procedure, obtaining pre-op lab work, etc):
Patients can check in for pre-op registration and lab work Monday – Friday, from 6:00 a.m. until 4:00 p.m. A “Day Patient” Nurse is specifically assigned to help you through the pre-op process. Upon pre-registering, the Day Patient nurse will handle your blood work, provide educational information regarding your procedure, and try to answer any questions you might have.
When you are admitted to Heart Hospital of Lafayette, you will receive a notice of your patient rights and will be asked if you have or would like to complete an advanced directive. An advanced directive is a statement indicating who, if anyone, may be responsible for making decisions concerning your medical care should you become unable to do so yourself.Emergency Care
If you require emergency care, please proceed to the Emergency Department at the north (left) entrance to the hospital. This is open 24 hours a day, 7 days a week.Being Hospital Wise
If you anticipate that several people will be checking on your condition while you are in the hospital, it would be helpful if you would designate one person to communicate your condition to the others. This individual can help tremendously by:
- Helping you put together a list of people who would like to know how you are doing;
- Getting and sharing regular condition reports with friends and family;
- Helping establish time for visitation; and
- Letting people know what they can do for you or bring you.
If for some reason, you would like to limit your visitors or phone calls, please tell your nurse.Who Will Take Care of You
Your care will be delivered by a team of registered nurses (RNs) and patient care partners (PCPs) who are trained to understand and embrace the Heart Hospital of Lafayette philosophy of total "Patient Focused Care."
Our RNs are highly skilled professionals who will be responsible for providing your direct patient care. Our PCPs are staff with special training in assisting our licensed nursing staff in your daily care. Other professionals such as Respiratory Therapists, Physical Therapists, Pharmacists and Radiology Technologists also may be part of your team of caregivers.
Staff are trained to assist in meal selection and delivery and meet the necessary housekeeping needs of each patient care unit. Private Duty Nurses are not provided by the hospital. If you or your family wishes to hire a private duty nurse at your own expense, this person will be allowed to stay with you in any area except the recovery room or the intensive care unit. They will not be allowed to provide any direct care.
Our entire patient care staff has been through an extensive orientation process to ensure that the delivery of care is focused on the needs of the patient and to ensure full capability of delivering the very best patient care. Heart Hospital of Lafayette offers continuing education for staff on new technology and services that are available to our patients.Medications
Please give your nurse a list of any medications, including your dosage and times. Be sure to include any non-prescription medications such as aspirin, vitamins and herbal remedies. If possible, bring all of your prescription and non-prescription medications with you to the hospital. This includes any investigational medication you may be taking in accordance with approved research programs.
For your safety and protection, only medications approved by your physician will be given to you during your stay, as some may interfere with or interact with tests or medicines ordered for your treatment. Any medications you bring in that our pharmacy will provide will be returned home. All medications require a doctor's order and are administered by the hospital. Also, your nurse will ask you questions concerning your past reactions to medications and any allergies you may have. You may be asked to wear an allergy bracelet, which alerts all caregivers of your allergies.Patient Education
The televisions in our patient rooms have a channel dedicated to health education that can be activated. As part of your patient education plan, your caregivers may suggest some programs for you to watch prior to your discharge as part of your education plan. They also will give you printed information appropriate to your treatment.Valuables and Personal Belongings
Valuables such as money, jewelry, documents, fur garments or other articles of unusual value should not be kept at the hospital. You should make arrangements with a family member or friend to take these items home for you.
A safe is available for small personal valuables. The hospital reserves the right to access the safe as necessary.
Eyeglasses, dentures and hearing aids are an important part of your life and require special care. Tell your nurse that you use these. Take care not to leave these items on your food tray or lying on your bed as they may be inadvertently disposed of or lost.Pastoral Care
Please notify your nurse if you want to see the hospital Chaplain or a member of the clergy who represents your religious preference.Your Room
Your room has been designed for the comfort and convenience of you and your family. Each room is private and has a patient bed, a recliner chair and a chair that converts into a twin-size bed so that a family member or loved one can spend the night and have a place to rest. There is also a built in cabinet for you to store your personal belongings. Your bed has an electric control enabling you to raise and lower the foot or head for your comfort. Side rails on the bed may be positioned up for your safety. Sheets will be changed every other day unless soiled or as requested by our guests. Linens will be straightened every day.
- Call Button: To notify your nurse that you need assistance, press the nurse call button located in your room. In response, the staff may talk to you via the intercom system. You can answer in a normal voice and a microphone in the room will pick up what you are saying.
- Emergency Button: An emergency button is located in the shower in every bathroom and next to the toilet. Pushing the button down or pulling the cord, alerts staff that you need help. Someone will respond to your needs.
- Room Temperature: If your room temperature needs adjusting or if you need assistance, please talk to any staff member.
- Television: The television in your room may be operated from the remote control unit by your bed. In addition to the regular channels available, there is a selection of cable channels.
Patient rooms have been designed to accommodate one family member or significant other who wishes to spend the night with the patient. In fact, having a family member or other well-known individual stay with the patient is encouraged. However, overnight guests must be capable of self-care and are responsible for their own valuables.
No overnight accommodations are available for visitors while the patient is in PACU (Recovery) or the Emergency Department. Please ask the concierge about local hotels. Heart Hospital of Lafayette is sometimes provided with room discounts for family and friends of our patients.
The Heart Hospital of Lafayette Concierge provides several services to patients and visitors. The Concierge is located at the reception desk in the main lobby directly in front of the main entrance.
Concierge hours are 6:00 a.m. to 5:00 p.m. Monday through Friday. The Concierge can be reached by phone at (337) 521-1023.Patient Registration
Patients registering for admission to the hospital should check in at the Concierge from 6:00 a.m. to 5:00 p.m. Monday through Friday. Before or after these hours, patients will register at the Emergency Walk-In admission area, which is open 24 hours a day and is located at the north (left) side of the building.
The Registration Area handles pre-admissions and admissions for all scheduled surgery inpatients and outpatients as well as scheduled medical admissions. Please bring your insurance information to facilitate the admission process.Restaurants, Shopping, and Hotels
Heart Hospital of Lafayette is located within a short distance of several restaurants and shopping facilities. There are several hotels close to the hospital and some provide discounts to family and friends of patients admitted to the Heart Hospital of Lafayette. Please contact the Concierge at (337) 521-1023 during the hours listed above for information.Flowers & Deliveries
Flowers and gifts for patients can be delivered to the hospital in care of the Concierge. Please include the patient's name on the delivery instructions.
Ending Your Hospital StayDischarge Planning
We understand your desire to be discharged from the hospital as soon as your condition warrants. Therefore, the nursing staff will facilitate the coordination of your discharge plan during your stay, including your need for community resources. If you require extensive planning in anticipation of your discharge, such as placement assistance or assistance by protective services, your nurse will involve the hospital Case Manager and, if necessary, a Social Worker. Discharge planning begins on admission and staff will explain our discharge policy early in your stay.Going Home
After discussion with you and/or your family, your physician will determine if you are ready to be discharged. Your nurse will assist you with the discharge process.
Please arrange for transportation home. Any valuables placed in the safe should be picked up upon discharge. Final instructions will be completed in your room prior to discharge. Wheelchairs are available to transport you from your room to your vehicle at the time of your discharge.
Health Care DilemmasLiving Will
Medical Power of Attorney
Mental Health Care Power of Attorney
A living will is a written declaration by a competent person over 18 years of age, directing the medical care of the person when they are unable to state their wishes. It may include the withholding or withdrawal of life-sustaining procedures when a terminal condition exists. A medical power of attorney gives another person the power to make medical decisions on someone's behalf if and when the individual becomes disabled or incapacitated. A mental health care power of attorney gives another person the power to make mental health care decisions on someone's behalf when the individual is incapable.
Information regarding healthcare directives is available at the reception desk or by contacting the Registration office.Ethics Review
Feelings of anxiety and uncertainty often affect both you and your family when you are hospitalized. If you or your family members have a dilemma or conflict with your planned course of treatment, you may request a meeting with a member(s) of the hospital's Ethics Committee. The Ethics Committee and its members provide guidance to patients, physicians and hospital personnel when ethical considerations or personal dilemmas arise, as to the extent of treatment of irreversible or terminal conditions. Ethics Committee members are available if there is a conflict between any of the involved parties relating to levels of treatment that are planned for you. Please inform your nurse if you or your family members would like to meet with the Ethics Committee or if you would like the committee to review your care in terms of planned treatment for your irreversible or terminal condition. Your nurse will contact the appropriate parties and a meeting will be arranged.Concerns During Your Hospitialization
Your satisfaction with all care provided is important to us. Should you or your family members have concerns about the care you are receiving while hospitalized, you may contact the Performance Improvement Coordinator through the hospital operator (dial zero). You may also call the Performance Improvement Coordinator after you are discharged. We encourage you to voice your opinion regarding the care you have received and we welcome your comments. Your feedback will be treated in a confidential manner.Case Management
The Case Manager assures appropriate patient care through patient, family and staff education, quality assessment, continuous improvement, timely discharge planning and review of resource utilization.
What Is Infection Control?
Staff in the hospital practice infection control to prevent the spread of infection between patients, staff and visitors. Everyone plays an active role in controlling infections in the hospital, and you can help by following these guidelines:
- If you see any kind of soiling, please tell the staff so we can clean it up.
- Do not eat other people's food and do not share your food with anyone.
- Do not use anyone's linens or toiletries.
- Your visitors and family should not visit if they are sick or think they have an infection.
- Ask your doctor and your nurse about your illness, how it may be prevented, and how it is treated. If you know these things, you can help the people who are caring for you help you heal quickly.
We hope these directions will help you. If you have any questions, please ask your doctor or nurse.Prevacare - Alcohol Hand Sanitizing Gels
Alcohol gels have been shown to be less drying and more effective than soap and water in decontaminating skin. The new alcohol gel products have a moisturizer emulsion that helps prevent chapping, chafing, drying and cracking of the skin. Alcohol hand hygiene has been successfully used throughout Europe for many years. Alcohol products may feel gritty on the skin when hands are soiled and need washing. This is a built-in indicator that helps determine when you need a soap-and-water wash.Isolation Precautions
Patients in the hospital sometimes have infections that can be spread to others. These patients are placed in "isolation." The use of gloves, gowns and masks may be necessary to enter the room of a patient in isolation. An instruction card on the door will inform you if these precautions are necessary. Your nurse and/or doctor will be able to give you more information about isolation precautions.Flowers
Flowers may cause allergic reactions. If patients are identified to be at risk for allergic reactions, flowers will be kept at the nurse's station or sent home with a family member. Flowers may be delivered to patient rooms as long as the patient's condition and space permits.
We believe that visits by family and/or significant others contributes to quality patient care. Heart Hospital of Lafayette values assistance in patient care from families and significant others.
The designated caregivers, as determined by the patient and family, will be educated with the patient in order to facilitate a return to wellness. They will be encouraged to spend as much time as needed with the patient and encouraged to help with the care of the patient by learning the needed skills to assist the patient after discharge from the hospital.
However, there are times when a patient's condition or care needs will require all visitors to leave the room. Should such a situation arise, we ask that you comply with your Physician, Nurse or other Clinical Staff personnel in this regard.
The PACU (Post Anesthesia Care Unit or Recovery Room) and Day Patient areas do not have private rooms and space is limited, therefore visitation in this area follows the visiting hours listed below.Visiting Rules
- Patient Care Unit (PCU): 24 hour visitation. One visitor may spend the night (this is highly encouraged). After 8:00 p.m., visitors must check in with Security at the Emergency Walk-In entrance, and should also notify the patient’s nurse that they will be staying.
- Emergency Department: Two family members or significant others may visit at a time. However, there are no sleeping accommodations for visitors in the ER.
- Day Patient: Two people are permitted to stay with the patient while in this area. However, there are no sleeping accommodations for visitors in the Day Patient area.
- Translation Services: Foreign language translation services are made available to assist in communicating with patients regarding their medical care. The staff can make arrangements for this service should it be necessary for effective communication.
- Sign Language: Sign language services are made available if needed. A staff member can make the necessary arrangements when necessary.
- Wheelchairs: Wheelchairs are available to individuals requiring this type of assistance. A staff member can make the necessary arrangements.
- TDD: Telecommunications Device for Deaf persons (TDD) is available on request. A staff member can make the necessary arrangements for your use of the equipment.
- Other: If you have any other special requirements or needs, please discuss them with your nurse or a staff member.
- The main lobby is open from 5:30 a.m. until 8:00 p.m. daily. After 8:00 p.m. and before 5:30 a.m., entrance to the hospital is through the Emergency Department walk-in entrance at the left (North) side of the building.
- Waiting areas are not available after 8:00 p.m. For safety and security reasons, visitors are not permitted to spend the night in waiting areas.
- Individuals who have an infectious illness or have recently been exposed to an infectious disease should not visit patients.
- All visitors are required to behave in a courteous manner. Any visitor who exhibits threatening or abusive behavior or uses profane or vulgar language will be asked to leave the hospital premises.
- Visitors may eat their meals in the patient rooms; however, we request that all items, including wrappers and leftovers, be removed from the patient's room.
- Children must be accompanied by an adult at all times.
- Children who are noisy or disturbing others may be asked to leave.
- Children who have an infectious illness or have recently been exposed to an infectious disease should not be in any patient care area.
- All adults accompanying children should observe and be aware when the hospital environment is upsetting or frightening to a child.
Heart Hospital of Lafayette is a smoke and drug-free facility. The hospital recognizes the hazards of smoking and enforces a "no smoking policy" throughout the inside of the facility. In addition to prohibiting smoking indoors, smoking is not allowed outside within 25 feet our building. There is a designated smoking area outside the Emergency Walk In entrance, and anyone wishing to smoke will be directed to that area. Please speak to your physician about alternative measures.Use of Electronic Devices
Our Biomedical Engineer must certify all electronic equipment, such as radios or laptop computers, patients bring to the hospital. Please let the staff know if you have these.Telephone
Your friends and family may call direct to your room, but we ask that they try not to call between the hours of 10:00pm to 6:00am. Patients can place calls 24 hours a day. For local calls, first press "9," wait for the dial tone, then dial the number you need. We have “Expanded Service” to include free long distance calls to certain areas of Acadiana. However, long distance calls outside this Expanded Service area must be placed collect, third party or with a credit card (long distance calls cannot be charged to your hospital bill). To make a long distance call, press "9" plus "0" for direct access to a long distance operator.Cellular Phones
Cellular phones may only be used in the main lobby and in the dining area. They may not be used in patient care areas because they can interfere with patient monitoring equipment.
The phones used by the staff only work within the hospital and do not interfere with the patient monitoring equipment.Pet Policy
Pets are not allowed at Heart Hospital of Lafayette with the exception of guide dogs or certified therapy dogs.Fire Drills
As required by regulatory agencies, our hospital routinely participates in fire drills.
During a fire drill, do not be alarmed. An alarm will sound and doors may be closed. In the event of a true emergency, the hospital staff will guide and assist you to a safe area.Dining
The dining area is located near the main lobby. When it is closed, vending machines are available adjacent to the dining area.
Donation of organs and tissues are a gift of life and health for many people with serious or life-threatening disease. Organs that can be donated are kidneys, liver, heart, and lungs. Tissues for donation include corneas, bone and skin.
Heart Hospital of Lafayette works with Louisiana Organ Procurement Agency (LOPA). Contact your nurse if you would like to talk with someone about becoming a donor.Restaurants, Shopping and Hotels
Heart Hospital of Lafayette is located within a short distance of several restaurants and shopping facilities. Some nearby hotels provide discounts to family members of patients admitted to Heart Hospital of Lafayette. Please contact the Concierge at (337) 521-1023 for information.Lost & Found
If you have lost a personal item, please inform your nurse for assistance in locating the item.
Understanding Your Hospital Bill
The Heart Hospital of Lafayette Business Office routinely files all necessary hospital claims to insurance companies for reimbursement. The patient, however, is ultimately responsible for paying the bill. It is extremely important that hospital be given all information regarding the patient's insurance as soon as possible so that the Business Office can verify it is in effect and determine the nature of coverage.
If insurance coverage is insufficient, payment for services rendered is due by one of the following methods:
- Deposit made before or upon admission
- Payment made during your hospital stay
- Cash or other payment upon discharge
Payment and/or deposit may be made with cash or a credit card such as Master Card, VISA, Discover and American Express.
Inquiries regarding payment or deposit requirements for your services may be discussed with a Business Office representative at (337) 521-1310.
Medicare requires that your hospital admission and continued stay be justified for medical necessity. If continued stay is not medically necessary, Medicare will not pay for it. You have the right to appeal any written notice that states Medicare will no longer be responsible for your bill. Please ask your nurse to have someone from Case Management contact you if you wish to appeal a Medicare denial decision.
We are aware that hospital bills are sometimes difficult to understand because of the various requirements imposed on the hospital by health insurance carriers.
Your statement of account will include only those services rendered to you by the Heart Hospital of Lafayette. Services provided by your doctor, surgeon, anesthesiologist, radiologist and any other consulting physician will be billed by their respective office. If you wish to have your statement of accounts clarified, you can call the Heart Hospital of Lafayette Business Office at (972) 702-7500.
Most insurance plans do not cover 100% of your hospital stay. You may pay your portion of the bill after your insurance pays, or within 30 days of discharge, whichever comes first. If you are unable to pay the balance in full, you can make arrangements for installment payments by calling (337) 521-1310.