General Information
Alcohol and Drugs
The use of alcohol or any drugs not approved by your doctor can seriously impede your recovery process. Drugs and alcohol may not be brought into the hospital and will be confiscated if brought into the facility.
Availability of Uncompensated Care Services:
Adventist Rehab is committed to providing medically necessary health care services for all patients admitted to our facility. Inpatient and outpatient rehabilitation services are provided to all patients regardless of their individual ability to pay for such services. For those patients without medical insurance or personal resources, Adventist Rehab has a Charity and Uncompensated Care Policy that they may be eligible to receive.
The Policy is designed to assist individuals who qualify for less than full coverage under available Federal, State and Local Medical Assistance Programs. It is based on the U.S. Department of Health and Human Services, U.S. Federal Poverty Measure criteria. Patients may apply for the assistance by contacting their Case Manager or a Patient Financial Services Representative.
Complaints/Grievances
If you or a family member has a complaint or grievance, please do not hesitate to bring it to the attention of any staff member. Our policy is to address the complaint or grievance and identify a resolution agreeable to both parties as quickly as possible. The findings and actions, if appropriate, shall be communicated to the patient by the department director/manager within 24 hours if possible, but no later than three business days. If a resolution is not obtained within the above period, the complaint will be forwarded to the Administrator for final resolution within an additional 3 business days. If you are not satisfied by the findings and action taken within the hospital, the complaint may be taken to the State Department of Health and Mental Hygiene, Office of Health Care Quality at 410-402-8000.
Equipment
If the team indicates a need for equipment during your stay (i.e., wheelchairs, walkers and quad canes), they are provided to you for temporary use. Please use care when using hospital equipment. If you need any equipment upon discharge, arrangements will be made by your therapist or case manager to help you to obtain those items. You are responsible for any hospital equipment on loan to you. You will be billed for any hospital equipment that is not returned or returned in disrepair.
Family Member Accommodations
At times, a family member may need to stay in the area overnight. A list of local hotels has been provided at the end of this handbook.
Financial Arrangements
Most insurance companies, including Medicare and Maryland Medicaid, cover rehabilitation services.
Your insurance benefits are verified and authorizations are obtained by our Admissions Department before you arrive. If there is a need for a deposit or other expenses, you will be informed before your admission.
Transportation to and from appointments for off-site physician appointments or procedures, such as x-rays or MRIs, are generally not covered by insurance. Patients are responsible for these costs. Physician visits by our physiatrists are covered at 80% with most secondary insurance covering the remaining 20%. If you do not have a secondary insurance the 20% will be billed to you.
Our business office will submit a bill to your insurance after your discharge. Please keep any statements you receive about your hospital charges for your records. If you find an error in the bill, contact our business office so it may be corrected. TV and telephone charges will be collected on the day of discharge. Please stop by the Admissions Office or the Reception Desk to remit payment before you leave. For your convenience, these fees can be paid by credit card (MasterCard or Visa), check or cash.
Interpreters
If you speak a language other than English, including American Sign Language, we can arrange for an interpreter for you. Trained interpreters are available to assist you when communicating with your healthcare provider. We have Qualified Bilingual Staff that can assist you or if not available, an over the phone interpreter will be provided.
Lost and Found
Any item(s) found in our Rockville location will be turned in to the Facilities Management Office. Items found at our Takoma Park location will be turned into the Washington Adventist HospitalPatient Relations Representative.
Mail/Telephone/Television
Any personal mail, packages or flowers received at the hospital will be delivered unopened to your room. Outgoing mail may be left at the receptionist desk. Outgoing mail may be left at the nurses' station or the receptionist desk.
Patients are provided with their own TV and telephone. There is a daily charge of $5.00 a piece, or $10.00 for both per day at Rockville and $5.00 total per day at Takoma Park. TVs are to be used at appropriate hours and at an acceptable volume, so as not to disturb other patients.
A telephone is available in your room. Patient rooms may be reached directly by dialing the number posted on the telephone. Feel free to share your phone number with family and friends so they can call you directly. Patients must dial 9 for an outside line for all calls. These telephones have local telephone service only. To make long-distance phone calls, patients can use their own personal calling cards or purchase a long-distance calling card from the business office during normal business hours.
During the admissions process, you will be asked if you want us to put your name in our directory at the front desk and other visible areas, like outside the patient's room door. If you do not give authorization to include your name in our directory, we will not inform callers that you are here or give out your room number. We will also only post your name in areas that you authorize.
Dining Room Services and Food Items
You will be provided with a selective menu to order your meals for the following days. All meals are served restaurant style in our dining room. Meal times are:
- Breakfast: 7:30am
- Lunch: 12:00pm
- Dinner: 5:00pm
Feel free to sit anywhere you would like. If you need help getting to the dining room, we will escort you. Assistance is also provided to anyone who has trouble swallowing. Meals will be brought to your room only if medically necessary. This will be determined by your physiatrist.
Because of feeding and diet restrictions, be sure to have your family member and friends check with the nurse before bringing food and beverages to you. Food items cannot be left in patient rooms. A staff member will put food in a designated area in the refrigerator. Food must be labeled and dated if placed in the refrigerator.
If a Rockville visitor wants to join you for a meal, they must notify the receptionist the day before, select their preferences and pay $5.00 per person. At Takoma Park, visitors may purchase a meal in the Washington Adventist Hospitalcafeteria, which is located on the Lower Level 2 (LL2).
Private Rooms and Room Changes:
Adventist Rehab has 27 semi-private rooms and 1 private room at Rockville, and 4 private rooms and 9 semi-private rooms at Takoma Park. Unless it is considered medically necessary, there is an extra charge of $150.00 per day for a private room. Most insurance companies do NOT pay for private rooms. Therefore, the extra cost must be paid by you in advance. If you wish a private room, please let the admissions department know, and we will attempt to accommodate your request. On occasion, due to census or for medical reasons, it may be necessary to change you from one room to another. If that becomes necessary, we will inform you as to why the change is being made, and will try to minimize the inconvenience. We appreciate your understanding and cooperation should a room change become necessary.
Satisfaction Surveys
Because we are committed to providing quality care, we are very interested in how you and your family feel about the services you received at our hospital. Our staff focuses on treating you and your family with dignity and respect. We also strive to be a valuable resource and provide a safe/clean environment. Please take time to complete the survey that you will receive shortly after discharge. We also conduct a telephone follow-up survey 90 days after discharge. We value your comments in our ongoing effort to provide quality care.
Smoking
For your health, Adventist Rehab Hospital of Maryland is a tobacco free campus. On November 15, 2007 all Adventist HealthCare facilities along with other area hospitals instituted a tobacco free campus initiative to demonstrate our commitment to keeping our community healthy.
Visiting Hours
Family and friends are very important to the success of the rehabilitation process. Visits are encouraged during the hours of 12:00pm-8:00pm daily. Because of limited space, we ask that family and friends not attend the patient's therapy sessions, unless arrangements have been made for training. Visitors may not use the therapy gym equipment.
Children may visit if an adult is with them. Children must be supervised at all times by their parent/guardian or adult member of the family.
Pets are not allowed in patient room areas. Please advise us if you would like a pet to visit and we can review our policy and procedures with you. Helper animals, such as seeing eye dogs, can be utilized as needed.
Our front entrance doors, at Rockville are locked 8:00pm-7:00am You will need to call the charge nurse in advance to explain your need to enter after-hours. Once you are at the front entrance, use the security intercom to be let in.