Medical knowledge | Nursing » Wishing Good Health to You, Patient Resource and Amenities Guide

Wishing Good Health to You Patient Resource & Amenities Guide | 1 | Welcome W Welcome to EvergreenHealth. We’re honored to care for you PURPOSE Working together to enrich the health and well-being of every life we touch. Each day, our staff of 4,500, the 1,100 providers on our medical staff, and our 500 volunteers are guided by our organizational purpose: to enrich the health and wellbeing of every life we touch. Every member of our EvergreenHealth team is committed to providing you with exceptional care, service and safety – set apart by a personal touch and supported by the latest medical technology and our beautiful facility. MISSION EvergreenHealth will advance the health of the community it serves through our dedication to highquality, safe, compassionate and cost-effective health care. As your partner in health, we invite you to learn how EvergreenHealth can support you in achieving your healthiest best. The resources and amenities described in this guide are

among the many beneficial services we offer. We always encourage your questions and suggestions for how to better care for you. VISION Sincerely, EvergreenHealth will create an inclusive community health system that is the most trusted for health care solutions. Thank you for placing your trust in us. Our commitment is to always be the best for you and your loved ones. Amy Beiter, MD Chief Executive Officer EvergreenHealth VALUES Compassion. Respect Collaboration. Excellence Accountability. Table of Contents Your Care Team . 3 Keeping You Safe . 7 Our Commitment to You . 9 Supporting Your Care. 15 Visitors & Guests . 21 Services and Support Outside of our Facility . 27 | 1 | Your Care Team When You Are Here While you or your family are a patient at EvergreenHealth Our commitment is to always do our best in assisting you and in meeting your needs. We appreciate the opportunity to care for you and your loved ones. As your trusted health care partner, we will always Be

committed to your comfort Ensure your safety and well-being Make sure your room is clean and sanitized Treat you with dignity Respond and assist you Have the time to answer your questions and help you understand your care Help you make informed decisions related to your care Address your concerns and requests Help you prepare with what you need to leave our care Charge Nurses. Most Nursing Units have a designated Charge Nurse. The Charge Nurse helps to manage staff coverage, patient care and satisfaction, and communication between caregivers and patients. Charge Nurses might also visit you during your stay. If you have any questions about your care or feel you need additional support during your stay, you can request to speak with the Charge Nurse by asking any member of your care team. Care Providers. As a patient or family member, you will have many care providers on your team during your stay with us, including physicians, registered nurses, support services (physical/

occupational/speech therapy, social services, nutritionists, etc.) and other health care professionals. Your team of providers will work together and with you to plan your care until you leave for home. | 2 | | 3 | Hospitalists are physicians who specialize in caring for hospitalized inpatients. At EvergreenHealth, we have many types of hospitalists who care for our patients: Adult, Intensivists, Neurohospitalists, OB-Gyn, Pediatric and Neonatologists. Adult Hospitalists are board-certified internal medicine physicians who specialize in hospital medicine. At the request of your primary doctor or emergency room physician, they provide and coordinate your inpatient care. By keeping your primary care physician informed of your progress, they serve as a single point of contact for you, your family and your physician. When you have recovered, the adult hospitalist will help you transition from the hospital to your home or another care facility. Intensivists are board-certified in

internal medicine or surgery, and have completed a fellowship in critical care medicine with special training in treating critically-ill patients. Intensivists care for patients primarily in the Critical Care Unit and are also available for consultation 24 hours a day, seven days a week. Neurohospitalist are board-certified in neurology. They care for hospitalized patients with neurologic disorders including stroke, seizure and confusion. They practice in the hospital and are also available for consultation in the Emergency Department. EvergreenHealth was one of the first hospitals in the country to adopt the neurohospitalist model of care. OB-GYN Hospitalists are board-certified in obstetrics and gynecology, but practice exclusively in the hospital setting. They complement a patient’s primary ob-gyn physician by providing around the clock care and back-up for women in labor or postpartum and for women receiving gynecological care. They also provide emergent ob-gyn care for those

patients who do not have a primary ob-gyn. Pediatric Hospitalists have completed three-year pediatric residencies at nationally known children’s hospitals and provide care at EvergreenHealth as part of a collaboration with Seattle Children’s Hospital. Pediatric hospitalists care for children in our pediatric unit and newborn nursery. They are available 24 hours a day, seven days a week, and for consultation to the Emergency Department. Communicating With You About Your Care. We encourage you to speak with our staff should you have any requests, questions or concerns at any time during your stay. Here are a few easy ways you can communicate with us during your stay: In-Room Whiteboards: The whiteboard on the wall in your room is one of the many ways our care team works with you to plan and share important information about your care. Together with you, your nurse will use the board to set daily goals, including your activity, diet, and target discharge date. You and family members

are encouraged to write down notes or questions on the whiteboard so that your nurse or provider can address them with you. We will also track and help manage your pain using this board. We want to do everything possible to help manage your pain. Your nurse will ask you about your pain regularly, and based on your feedback, will maintain or adjust your pain medication, change your position, or incorporate other ways to provide you comfort. Early and Often Your Nurse Call Button: The nurse call button at your bedside can be used to request your nurse anytime for any reason at all. Please use your call button as early and as often as needed. A nurse or technician will respond as soon as possible Rounding: A member of your care team will check in with you at least once an hour. If you are awake, you will be asked a series of questions about how you feel, your pain level, whether you need to use the restroom or if you need anything else for your comfort. Physician Rounding: A physician

will visit you typically once each day. Your nurse and hospitalist physician work together closely to share information about your plan of care. If you would like the nurse to contact your primary provider with a specific question, please ask at any time. For more information about these services, please ask your nurse. Neonatology is a subspecialty of pediatrics that consists of the medical care of newborn infants, especially the ill or premature newborn infant. Neonatologist usually practice in neonatal intensive care units (NICU). They are available 24 hours a day, seven days a week, for newborn-infant emergencies. | 4 | | 5 | Keeping You Safe Your good health and absolute safety are extremely important to us. Working togetherwith you, your family and our hospital staffwe can keep you even safer. Protecting You From Infections: Hand hygiene is important to prevent infection. Each hospital room has a container of waterless hand sanitizer by the sink and/or outside the door.

This sanitizer eliminates germs while being gentle on skin • Remind friends, family and caregivers to wash or sanitize their hands before coming into direct contact with you. • Wash your hands with soap and water, or use the waterless hand sanitizer located in the room. • Discourage family or friends with an active cough or cold from visiting you at the hospital. • And please feel empowered to remind us to sanitize our hands before caring for youif you do not see us follow our standard practice to do so. | 6 | | 7 | Our Commitment to You Preventing Falls: We take special care to keep you safe and prevent falls. Our staff will assess you continually for your risk of falling. Depending on your risk, we may use extra precautions to keep you safe, including the use of assistive devices such as a gait belt, bed alarm or chair alarm. To be safest and to avoid falls, please use your nurse call button before getting out of bed, traveling to the bathroom, using the toilet, or

moving to or from a chair. Please wait for the nurse to arrive to assist you with these activities A majority of falls in hospitals occur while patients use the bathroom. We understand your desire for privacy and wish to help you avoid injury. We will respect your privacy as much as possible while keeping you as safe as possible. Your Medications: Ask us about your medications, including those we prescribe to you in the hospital and those you regularly take at home. Please let us know if you experience any reaction to a medication, such as feeling itchy or dizzy, or if you develop a headache, nausea or blurry vision. If you are not familiar with a medication or if the amount does not seem right, please speak up and ask us to double-check. Rapid Response Call: If you or your loved ones become worried and have a serious concern about a change in your condition that cannot wait or feel it has not been adequately addressed by your doctor or nurse, please use the bedside phone, or any

hospital phone, to dial 1199. Tell the operator it is a Rapid Response Call; the operator will ask for the caller’s name, the patient’s name, the patient’s room number and the cause of the concern. Our Commitment • request medically necessary and appropriate services or refuse treatment or services to the extent permitted by law, and be informed of the potential consequences of such an action. Accreditation EvergreenHealth is fully accredited by The Joint Commission, the nation’s oldest and largest health care accrediting body. The Joint Commission surveyors perform a rigorous inspection of EvergreenHealth, EvergreenHealth Home Care Services, EvergreenHealth Hospice Services and the EvergreenHealth Medical Group every three years, with the most recent survey in June 2015. • know the name of your physician and others who care for you. • receive detailed information in terms you can understand about your care, your illness, and your treatment or other services that you

may be receiving. • effective written and verbal communication that is appropriate to your age, understanding and language. The Washington State Department of Health also conducts a multi-day survey every three years as part of EvergreenHealth’s license renewal process. The state reviews the quality of both the clinical services and the facility, and interview staff, patients and their families. The most recent survey was completed in October 2016. • actively participate in decisions involving your care, including ethical issues, and be informed of any change in your plan of care in advance. • receive care from personnel who are properly trained to perform assigned tasks and to coordinate services. Patient Rights and Responsibilities • courteous and respectful treatment of person and property, privacy and freedom from abuse and discrimination. As a patient or client, you have the right to: • be notified of your rights, and exercise your rights in regard to your care.

RAPID RESPONSE REMINDER Family members or friends may be the first to notice subtle signs; possibly indicating an impending emergency, so please dial 1199 from a hospital phone: • If you notice that your family member’s condition is severe or worsening quickly. • If there is a medical emergency and a doctor or nurse is not readily available. • receive spiritual care, if desired. • receive safe, private, high-quality and respectful care. • confidential management of your patient records and information. • be provided impartial access to care. • access information in your own patient record, upon request, within a reasonable timeframe. • receive medical services in any life-threatening emergency. • have a family member or representative of your choice and your physician notified promptly of your admission to the hospital. • be informed of the process for submitting and addressing any complaints to the hospital facility or a state agency. • have your

comfort needs addressed through appropriate pain assessment and management. • receive an explanation of your bill and our policy concerning billing and payment for services, including inquiring about the possibility of financial assistance. • be informed of aspects of your condition as necessary to make informed decisions regarding your care. | 8 | • seek a second opinion or choose another caregiver. | 9 | • freedom from the use of seclusion or restraint of any form unless medically necessary for your well-being. As a patient or client, you have the responsibility to: • participate in decisions involving your care. • provide a complete and accurate medical history to the best of your knowledge, and to provide information about current medications or treatments. • receive adequate information to make an informed decision as to whether to participate or refuse to participate in experimental treatment or research. • ask questions and seek clarification about your

diagnosis, course of treatment or care plan. • be informed that refusing to participate in research will not compromise your access to care, treatment and services. • provide information about complications or health symptoms. • sign an advance directive such as a living will or durable power of attorney for health care and have hospital staff and your providers comply with your directives to the extent permitted by hospital policy and state and federal laws. • follow the proposed course of treatment or care, recommendations and advice, upon which you and your provider have agreed. • be considerate of the rights of other patients and clients, care personnel and property. • be informed of the reasons for impending discharge, transfer to another facility and level of care, ongoing care requirements and other available services and options as appropriate. • receive visitors you or your support person designates, including, but not limited to: a spouse, domestic partner,

other family member or friend. Visitors are restricted from most treatment and procedure areas and may be limited based on your medical condition. You have the right to withdraw or deny your consent at any time. You may also file a civil rights complaint with the U.S Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhsgov/ocr/portal/lobbyjsf, or by mail or phone at: U.S Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C 20201 1.8003681019, 8005377697 (TDD) EvergreenHealth complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. EvergreenHealth does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. EvergreenHealth: • provides free aids and services to people with

disabilities to help them communicate effectively with us, such as: - qualified sign language interpreters Complaint forms are available at www.hhsgov/ocr/office/file/indexhtml - written information in other formats (large print, audio, accessible electronic formats, other formats) • provide accurate and timely information about sources of payment and your ability to meet financial obligations. • provides free language services to people whose primary language is not English, such as: • make it known whether you understand what is expected of you, and whether you are able and willing to comply. - information written in the other languages • parents and guardians may represent or assist a patient or client in fulfilling these rights and responsibilities. | 10 | Nondiscrimination - qualified interpreters If you need these services, contact Interpreter Services Coordinator, 425.8991000 If you believe that EvergreenHealth has failed to provide these services or

discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you may file a grievance with: Patient Relations, 12040 NE 128th Street, Kirkland, WA 98034, 425.8992267;TTY: 4258992007; fax: 425.8992468; email: patientrep@evergreenhealth com. You may file a grievance in person or by mail, fax, or email. If you need help filing a grievance, Patient Relations is available to help you. | 11 | Advance Directives are legal documents specific Notice of Privacy Practices to your health care choices and can help guide the care you receive should you be unable to make your choices and decisions known. These documents, which are prepared before medical or mental health treatment is needed, give written instructions to health care providers about your wishes. Some examples include a Living Will, Durable Power of Attorney for Health Care, Physician Orders for LifeSustaining Treatment (POLST), Organ and Tissue Donations, and Mental Health Advance

Directives. Patients are not required to have an Advance Directive as a condition of receiving care; however, if you would like more information or assistance, please ask to speak to one of our social workers. EvergreenHealth is committed to protecting your privacy and the privacy of your medical information. The Health Insurance Portability and Accountability Act (HIPAA) gives EvergreenHealth the right to use and disclose your medical information for treatment, payment and health care operations purposes without a signed authorization from you. You will be offered a copy of our Notice of Privacy Practices the first time you register or present for treatment or health care services at EvergreenHealth. You may also download a copy from our website at www.evergreenhealthcom Our Notice of Privacy Practices describes how we may use and disclose the protected health information that we maintain. We encourage you to read our full notice. If you have questions relating to the protection of

your health information or EvergreenHealth’s privacy practices, please contact: Sheila Green-Shook, EvergreenHealth Privacy Officer Phone: 425.8991939 Email: SGreen-Shook@evergreenhealth.com How to Express Your Compliments, Complaints and Concerns Patients, families and visitors are encouraged to share compliments, complaints or concerns about any aspect of their care or experience at EvergreenHealth. You are invited to share your feedback directly with any EvergreenHealth staff member, via our website or by mail at the addresses listed below. Please be assured that expressing a complaint or concern will not compromise your care. You may also file a grievance directly with the Washington State Department of Health and/or The Joint Commission. Patient Experience Survey After you leave our care, you may receive a survey from Press Ganey, our survey administrator, in the mail. We encourage you to share your feedback, as it helps us continually improve and be at our best for all

patients. Not every patient receives a survey – only a randomized, representative group of patients receives surveys. We will promptly investigate all complaints and grievances and work to resolve them in a timely, reasonable and consistent manner, generally within seven business (7) days. If your concerns are not satisfactorily resolved, you may contact: EvergreenHealth Patient Relations 425.8992267 EvergreenHealth MS-8 12040 NE 128th Street | Kirkland, WA 98034 Email: patientrep@evergreenhealth.com Department of Health Health Facilities Survey Section Hotline 1.8006336828 (complaints only) Calls are received from 8 a.m to 5 pm, Monday through Friday. Facility & Service Licensing P.O Box 47852 | Olympia, WA 98054-7852 The Joint Commission 1.8009946610 Email: complaint@JCAHO.org | 12 | | 13 | Supporting Your Care DAISY Award The DAISY Award is an international program that rewards excellence in nursing. It was created by The DAISY Foundation to recognize the extraordinary

compassion and care exhibited by nurses. Recognition for Staff We have many ways to honor staff members who provided you with extraordinary care. Letters and emails of appreciation are always welcome, but we offer a few more formal methods of recognition as well. These include: EvergreenHealth Heroes Did a physician, staff member, volunteer or clinical team help to make your visit to EvergreenHealth memorable or provide service or care that went beyond expectations? We’d love to know about it! You can find nomination forms at all EvergreenHealth facilities, or use our online form at evergreenhealth.com/heroes to recognize your exceptional care providers. More than 1,300 hospitals across the United States and in seven countries use The DAISY Award to recognize outstanding nurses. Patients, visitors, employees or physicians may nominate a deserving nurse by filling out a paper nomination form or an online form at evergreenhealth.com/daisy Paper forms can be submitted to the

nominee’s nursing manager or mailed to EvergreenHealth. Eligible for nomination are nurses who: • make a connection with patients, families, and peers by building trust and respect. • communicate important information/ education needed by the patient and family. In-room meals for patients are served from 7:30 a.m to 7 pm through Café 128 Food Services: Breakfast is served 7:30 to 9:30 a.m Lunch is served 11 a.m to 1:30 pm Dinner is served 4:30 to 7:00 p.m Our restaurant-style menu, available in your room, provides a wide variety of options and includes dietary information designed to help you select foods based on your nutritional needs and dietary preferences. Our Unit Hosts and dietitians are available to assist you with your selections and to adjust your order should you wish. Your Café 128 Unit Host will visit you between 9 and 11:30 a.m to take your lunch order and again between 1 and 5 p.m to take your dinner order, as well as your breakfast order for the following day.

Guest meals are available for $7 and include an entrée, two sides, beverage and dessert. The guest meal can also be delivered along with your meal, so you and your guest can dine together. Pharmacy The EvergreenHealth Professional Center Pharmacy is the easy, one-stop answer for your pharmacy needs. Located inside EvergreenHealth Medical Center in the Coral zone, the pharmacy provides a convenient option for hospital patients or people visiting their physicians on the Kirkland campus. Located on the second floor of the Coral Zone, adjacent to the Central Entrance and the Coral Gift Shop. Hours of operation: Monday through Friday, 9 am to 6 pm; Saturday, 9 am to 2:30 p.m; closed Sunday • create and coordinate an environment conducive to healing and safety. • go above and beyond. | 14 | | 15 | Special Care Needs Interpreters: Point to your language, an interpreter will be provided to you at no cost. For assistance call 425-899-1000 (TTY: 425-899-2007) ‫( ﻓ ﺎر

ﺳﯽ‬Farsi) American Sign Language (ASL) ‫ اﮔر ﺑﮫ زﺑﺎن ﻓﺎرﺳﯽ ﮔﻔﺗﮕو ﻣﯽ‬:‫ﺗوﺟﮫ‬ ‫ ﺗﺳﮭﯾﻼت زﺑﺎﻧﯽ ﺑﺻورت راﯾﮕﺎن‬،‫ﮐﻧﯾد‬ ‫ ﺑﺎ‬.‫ﺑرای ﺷﻣﺎ ﻓراھم ﻣﯽ ﺑﺎﺷد‬ 425-899-1000 .‫( ﺗﻣﺎس ﺑﮕﯾرﯾد‬TTY: 425-899-2007) —0’ (Amharic) 8n·>: ÕŠô,p LŒL š0’ Ÿ ‡ Õp0õ œ0ßn á0ñqxŃ [‡Ģ Øùʽp kÅ÷ìkºŁ ·Ü Ÿk ¼ DČ0 Úܼ 425-899-1000 (8p k6Šs¼: 425-899-2007). ᪥ᮏㄒ (Japanese) Ɋɭɫɫɤɢɣ (Russian) ὀព஦㡯㸸᪥ᮏㄒࢆヰࡉࢀࡿሙྜࠊ↓ ȼɇɂɆȺɇɂȿ: ȿɫɥɢ ɜɵ ɝɨɜɨɪɢɬɟ ɧɚ ɪɭɫɫɤɨɦ ɹɡɵɤɟ, ɬɨ ɜɚɦ ɞɨɫɬɭɩɧɵ ɛɟɫɩɥɚɬɧɵɟ ɭɫɥɭɝɢ ɩɟɪɟɜɨɞɚ. Ɂɜɨɧɢɬɟ 425-899-1000 (ɬɟɥɟɬɚɣɩ: 425-899-2007). ᩱࡢゝㄒᨭ᥼ࢆࡈ฼⏝࠸ࡓࡔࡅࡲࡍࠋ 425-899-1000㸦TTY:425-899-2007㸧

ࡲ࡛ࠊ࠾㟁ヰ࡟࡚ࡈ㐃⤡ࡃࡔࡉ࠸ࠋ Español (Spanish) Français (French) ATTENTION : Si vous parlez français, des services d’aide linguistique-vous sont proposés gratuitement. Appelez le 425-899-1000 ‫( اﻟ ﻌرﺑ ﯾﺔ‬Arabic) ‫ ﻓﺈن‬،‫ إذا ﻛﻨﺖ ﺗﺘﺤﺪث اذﻛﺮ اﻟﻠﻐﺔ‬:‫ﻣﻠﺤﻮظﺔ‬ ‫ﺧﺪﻣﺎت اﻟﻤﺴﺎﻋﺪة اﻟﻠﻐﻮﯾﺔ ﺗﺘﻮاﻓﺮ ﻟﻚ‬ ‫ اﺗﺼﻞ ﺑﺮﻗﻢ‬.‫ﺑﺎﻟﻤﺠﺎن‬ ‫ )رﻗﻢ ھﺎﺗﻒ اﻟﺼﻢ‬425-899-1000.(425-899-2007 :‫واﻟﺒﻜﻢ‬ (ATS : 425-899-2007). Deutsch (German) ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: 425-899-1000 (TTY: 425-899-2007). ȓîŷ Ƅ (Cambodian) ƅŞŻȽŅŚɉ ȒŞȋơǯřēƴŚ éřǯžŻ ŴƤȓîŷ Ƅ, ȒơƑĐșřȇŻȓŧŚ éŴƤȒīŻŶǯřóǯŅĕś ȉƉ óǽƷĆŹřơșƇŞȥŞșȒ Ƅ ǶƴŚ éɇĆȄ ƄŏȄ

ƄơȽŬŐ 425-899-1000 (TTY: 425-899-2007)ɇ 䚐ạ㛨 (Korean) ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 425-899-1000 (TTY: 425-899-2007). 㨰㢌aGG䚐ạ㛨⪰G㇠㟝䚌㐐⏈Gᷱ㟤SG 㛬㛨G㫴㠄G㉐⽸㏘⪰Gⱨ⨀⦐G㢨㟝䚌㐘G ㍌G㢼㏩⏼␘UGG425-899-1000 (TTY: 425-899-2007)Gⶼ㡰⦐G㤸䞈䚨G 㨰㐡㐐㝘UGG Tagalog (Tagalog – Filipino) PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 425-899-1000 (TTY: 425-899-2007). ƐƞƗƞƕƞƖ (Lao) ࢺ࢜࢖࢔ࢭ࢛: ࢘ࢿࢭࢥࢾࢭ࢙ࢾࢭ࢚ࢸࢥࢵࢿࢭ࢟ࢭࢦࢭ ࢤࢭࢥ, ࢏ࢭ࢚࢛ࣃࢤࢯ࢏ࢭ࢚࢔ࢾࢥ࢕ࢸࢧࢶࢲࢨ࢖ࢿࢭ࢚ ࢟ࢭࢦࢭࢺ࢖࢕࢛ࣃࢾࢸࢦࢬࢷ࢑ࢾࢭࢹࢡࢾ࢚ࢡࢰ ࢟ࢿࢨࢡࢻࢧࢿ࢙ࢾࢭ࢚ࢺ࢙ࢣ425-899-1000 (TTY: 425-899-2007). TTY Machine Hearing Amplification Device ⦾㧓୰ᩥ (Chinese)

Ǒ¡Ȳ‘ȣ (Hindi) 㲐シ烉⤪㝄ぐἧ䓐䷩橼ᷕ㔯炻ぐ⎗ẍ⃵屣 ᭟֑֞֊ֈᱶ: ֑ᳰֈը֌Ǒ¡Ȳ‘ȣ֎֫֔ֆ֧֛ᱹֆ֫ը֌շ֧  䌚⼿婆妨㎜≑㚵⊁ˤ婳农暣ġġ425-899-1000 ֟֔ձ֐֡᭢ֆ֐ᱶ֏֛֑֚֞֙֞֞ֆ֧֚֞֗֞ձեի֌֔᭣։ ֛ᱹֿ (TTY: 425-899-2007) ֌֒շ֩֔շ֒ᱶ ֿ 炷TTY烉425-899-2007炸ˤ Oroomiffa (Oromo) XIYYEEFFANNAA: Afaan dubbattu Oroomiffa, tajaajila gargaarsa afaanii, kanfaltiidhaan ala, ni argama. Bilbilaa 425-899-1000 (TTY: 425-899-2007) ɍɤɪɚʀɧɫɶɤɚ (Ukrainian) ɍȼȺȽȺ! əɤɳɨ ɜɢ ɪɨɡɦɨɜɥɹɽɬɟ ɭɤɪɚʀɧɫɶɤɨɸ ɦɨɜɨɸ, ɜɢ ɦɨɠɟɬɟ ɡɜɟɪɧɭɬɢɫɹ ɞɨ ɛɟɡɤɨɲɬɨɜɧɨʀ ɫɥɭɠɛɢ ɦɨɜɧɨʀ ɩɿɞɬɪɢɦɤɢ. Ɍɟɥɟɮɨɧɭɣɬɟ ɡɚ ɧɨɦɟɪɨɦ 425-899-1000 (ɬɟɥɟɬɚɣɩ: 425-899-2007). S† FaUc (Punjabi) bQ6R bP=: Ff Nd^€ S† FaUc UhZPf h, N Va]a bNJ D ^ a7Na ^fa Nd aKf Z8 WdTN 9SZUQ g‘ 425-899-1000(TTY: 425-899-2007) Nf

?aZ ?Yh‘ Română (Romanian) TiӃng ViӋt (Vietnamese) ATENŢIE: Dacă vorbiţi limba română, vă stau la dispoziţie servicii de asistenţă lingvistică, gratuit. Sunaţi la 425-899-1000 (TTY: 425-899-2007). | 16 | CHÚ Ý: NӃu bҥn nói TiӃng ViӋt, có các dӏch vө hӛ trӧ ngôn ngӳ miӉn phí dành cho bҥn. Gӑi sӕ 425-899-1000 (TTY: 425-899-2007). | 17 | Special Care Needs Spiritual Care & Chapel Ethics Committee Financial Services Hearing amplification devices are available for patients and family members who need hearing assistance. TT, TDD or TTY devices/telephone texting devices for deaf patients and family members to use to communicate over a telephone are available at any information desk or after hours by request from the hospital operator office. The Spiritual Care Department provides nondenominational personal, emotional and spiritual support to patients, family members and staff. Our Ethics Committee is a resource for patients and families

seeking advice and support in unusual, complex or emergency care situations when decisions become difficult, often due to differing values between loved ones. This free service is available to all patients, family members and friends who find themselves with concerns or in conflict around issues such as: Our financial counselors are available to help you understand the costs of your care. They can answer any question about your out-of-pocket costs, our billing process and your insurance coverage. • A chaplain is available to you or your loved ones 24/7. Please ask your nurse or call the hospital operator at 425.8991000 and ask them to page the on-call chaplain. Other assistive devices such as wheelchairs are available while you are visiting or in our care. Please let us know at any time how we can offer support or meet your needs. • A nondenominational chapel, located in the firstfloor lobby of the Silver Zone near the top of the escalators, is available for a moment of

solitude and reflection. It is open all hours, and guests are welcome to leave prayer requests in the Prayer Request Book in the back of the chapel. Animal-Assisted Therapy brings the unconditional, supportive presence of trained pet therapy teams to patients throughout our medical center and our hospice care center. Our visits are specially designed to help reduce anxiety, stress and depression, and to lower feelings of isolation. To request a visit from one of our therapy animals, please ask your nurse. • Grief and bereavement counselors are available to assist with information, supportive counseling and linkage to community resources. There is no fee for these services, and counselors provide information to help throughout the entire grief process. EvergreenHealth is available for continued support, including in the months following your loss. Please call 4258991077 if we can be of support. Know Your Costs To help you make the best decisions about your health care, our

financial counselors can provide you with a personalized estimate based on your services and your health insurance, including the specifics of your plan. You can request this estimate in advance or your care, or during or after your stay. • end of life • quality of life • patient rights • patient preferences • refusal of care or treatment To Request a Cost Estimate: • cultural or religious differences Call 425.8993632 to speak to a financial counselor, Monday through Friday, 7 a.m to 5 p.m Requests for cost estimates may also be made by emailing estimate@evergreenhealth. com or online at evergreenhealth.com/ estimates. Referrals can be requested directly by asking any care provider or by calling EvergreenHealth’s operator to initiate an ethics consult on your behalf: • From inside the hospital – Dial 0 It is helpful to know the CPT code of your procedure. (Your provider can give this to you) If you have already scheduled or had your procedure, our staff may be

able to help get this code for you. • From outside the hospital – 425.8891000 Domestic Violence & Sexual Assault Using compassion, respect and experience, our team of specially trained nurses (called Forensic Nurse Examiners) provides care to patients who have experienced sexual assault, domestic violence, elder abuse and child non-sexual abuse. Please allow up to 24 hours for some estimates, as it may take extra time to obtain certain information related to your request. The team offers immediate, private, culturally sensitive and comprehensive examination and treatment 24 hours a day. Please ask your nurse for more information about this service. | 18 | | 19 | Visitors & Guests EvergreenHealth seeks to promote a positive health experience for our visitors and guests. A walking trail is available outside, around our Kirkland medical center campus. While on the walking path and anywhere else on campus, please refrain from smoking. For more information or the

location of the walking path, please visit any information desk. Help us remain a latex-free hospital. Due to latex allergies, only Mylar balloons are permitted in the facility. Weapons are not allowed in the facility at any time. Free Wi-Fi and our EvergreenHealth App are available for all patients and guests at our facility. The EvergreenHealth App provides directions, physician directories and a map of the campus and other opportunities to navigate and stay connected to EvergreenHealth. Available for download at iTunes and Android stores. Food & Coffee Services We offer several food options, from coffee and pastries to complete, healthy meals. Those with food allergies or sensitivities have options available in Café 128, vending areas located on the ground floor of the Silver Zone, and at our coffee stands. Healthy snacks are available at our gift shops, Café 128, Whidbey Coffee Company and in vending areas. Many local restaurants also offer delivery to EvergreenHealth to

compliment our on-campus amenities. Café 128, our restaurant-style retail outlet, is located off the West Entrance in the Silver Zone. Café 128 has six different concepts with fresh made-to-order meals using local ingredients. Signature items include brick oven pizzas, wok cuisine, freshly made sandwiches and burgers, hand tossed salads, homemade soups, freshly baked cookies, desserts, and hot and cold beverages. Days and hours of operation are Monday through Friday, 6:30 a.m to 12:30 am; Saturday–Sunday and holidays, 8 a.m to 8:00 pm Please stop by and enjoy a meal freshly prepared by our courteous staff! | 20 | | 21 | Whidbey Coffee Company operates three locations at EvergreenHealth, offering expert baristaprepared espresso beverages, pastries and snacks, gourmet sandwiches, salads and soups. A portion of proceeds from every sale are donated to the EvergreenHealth Foundation to support programs and services. Locations and hours are: Restaurant DeliveryCooking up more

choices for you! From our wide-range of menu items to convenient dining for families and guests, a freshly prepared meal or quick snack is always close by. Many local restaurants also offer delivery to EvergreenHealtha service we welcome as a complement to our on-campus amenities. 1. Courtyard Deli: Located near the Central Entrance under the escalator in the Blue Zone. Monday through Friday, 6 a.m to 5:30 pm; Saturday, 7 a.m to 5 pm; closed Sunday; closed on holidays. • Popular food delivery service websites and smartphone apps provide an easy way to search the latest menus and delivery options and place your order. - BiteSquad (bitesquad.com) 2. Deli on Two: Located near the Central Entrance on the second floor of the EvergreenHealth Surgery & Physicians Pavilion (Tan Zone). Monday through Friday, 6:30 a.m to 5:30 pm; closed Saturday–Sunday; closed on holidays. - DoorDash (doordash.com) - Seamless (seamless.com) - UberEATS (ubereats.com) - Yelp EAT24 (eat24.com) • When

placing your order, provide the following to ensure delivery to your location at EvergreenHealth*: 3. Silver Espresso: Located near the West Entrance and across from the Halvorson Cancer Center in the Silver Zone. Monday through Friday, 6 am to 5 p.m; closed Saturday–Sunday; closed on holidays. - Our address: EvergreenHealth Medical Center 12040 NE 128th St, Kirkland, WA, 98034 Vending machines are available for after-hours snacking and provide a variety of beverages, sandwiches, fruit and ready-made meals to microwave. - Your zone and room number (e.g, Blue 2-106) - Instructions for meeting you. When your delivery arrives, the delivery person can either check in with the nurses’ station and be led to your room, or you can meet them in a lobby or public area. Vending machine locations are: • Outside of Café 128 • Emergency Department waiting room *EvergreenHealth is not responsible for food delivery from an outside restaurant. Please confirm with the restaurant that they

can deliver to our location before placing your order. • Family Maternity Center reception area • 3-Purple corridor • 5-Blue waiting area • Critical Care waiting area • 1-Red, outside of the Auditorium • Ground floor of Silver (offering healthy options). | 22 | Visiting & Reception Areas Other things to know as a visitor: Visitors are welcomed as an important part of the patient’s healing process. To support your visit, we have many reception areas in which to wait, relax or chat with family. These visiting areas include: • Please check at the information desks on each unit or floor for patient room numbers and directions. The Galleria, located near the Central Entrance on the first floor of the Blue Zone, offers seating and access to the outdoor courtyard and sculpture garden. • Please do not visit patients if you are ill with a cold, flu or any other contagious illness. Silver Lobby, located at the West Entrance on the first floor of the Silver Zone,

offers seating and easy access to Café 128 or the Whidbey Coffee Silver espresso stand. • To protect those with latex allergies, EvergreenHealth is a latex-free campus. Please bring only non-latex items into the hospital. Please select Mylar balloons and other latexfree items, a variety of which are available for purchase in our gift shops. Surgery Care, Blue Reception, on the third floor of the Blue Zone for those waiting for patients having surgery at EvergreenHealth. The staff at the surgery information desk will keep you informed, and the physician will meet you there or call you when the surgery is over. Other amenities in this area include a technology lounge and charging station for cell phones. • In some areas, patients have limited visitation hours to aid the patient’s recovery. Please respect these visitation guidelines unless discussed previously with the patient’s care team. If you have a question during your visit, you may also inquire at the main desk of the

unit you are visiting or with your family member’s nurse. Surgery Care, Tan Reception, on the fifth floor of the Tan Zone at the East Entrance for those waiting for patients having outpatient surgery at EvergreenHealth. The staff at the surgery information desk will keep you informed, and the physician will meet you there or call you when the surgery is over. • Visitors under the age of 16 are not permitted in the NICU unless they are the sibling of a patient in the NICU. Gift Shops & Specialty Retail Family Maternity Center, second floor of the Blue Zone at the Central Entrance. Several visiting areas are available, including a solarium at the end of each hallway on the unit. Two waiting areas are located just outside the Family Maternity Center, and loved ones of patients in the Family Maternity Center are welcome to be in the patient’s room, with the patient’s consent. To help our mothers and babies rest, after 10 p.m, large groups are asked to use one of the areas

located just outside the unit. Our Gift Shops offer a wide array of flowers, plants, greeting cards, jewelry, Mylar balloons and other thoughtful gift items for patients and guests of all ages. You can visit our two locations in person or order items from a convenient online store for direct delivery to patients. 1. The Coral Gift Shop is located on the second floor of the Coral Zone, adjacent to the Central entrance and the pharmacy. Hours of operation: Monday through Friday, 8 a.m to 6:30 p.m; Saturday, 10 am to 4 pm; Sunday, 11 a.m to 3 pm; closed on major holidays NICU & Pediatrics on the fourth Floor of the Blue Zone outside of the doors to the unit. This space offers children’s toys and books. | 23 | 2. The Silver Gift Shop is located on the first floor of the Silver Zone, adjacent to the Halvorson Cancer Center. Hours of operation: Monday through Friday, 8:30 a.m to 4:30 pm; closed Saturday and Sunday; closed on major holidays. Parking Lot Restroom (Underground)

Stairs NE 130th Lane EMERGENCY ENTRANCE Elevator Escalator Telephone Family Maternity Center Vending Area CENTRAL ENTRANCE EvergreenHealth Surgery & Physicians Pavilion DROP-OFF AREA EMERGENCY Department Central Registration AR EA Green Zone Pharmacy Central Parking Baby & Family Boutique EAST PARKING ENTRANCE (lower levels) Evergreen Professional Center East Parking (top deck) Parking Lot Parking Lot NE 128th Street Central Parking Parking Lot (lower levels) DEYOUNG PAVILION ENTRANCE Parking Lot PW TO SS BU AI TIN G DeYoung Pavilion & Sound Transit Center DEYOUNG PARKING ENTRANCE CENTRAL PARKING ENTRANCE Parking Lot AR EA | 25 | Parking Lot 124th Avenue NE • Use the East Entrance and East Parking for EvergreenHealth Surgery Care, Tan. | 24 | Gene and Irene Wockner Hospice Center CENTRAL PARKING ENTRANCE EAST ENTRANCE Coral Zone Chapel WEST ENTRANCE (underground) EA Breast Health Center Registration Halvorson Cancer Center

AREA Tan Zone FF P-O DROP-OFF Gift Shop Courtyard Deli and Espresso op t Sh Silver Espresso Deli on Two DRO Café 128 F AR um Gif Silver Zone ay lkw Wa F P-O ori Purple Zone WEST PARKING ENTRANCE nd rou erg Und Galleria Inpatient Units Education Center DRO dit Patient Registration Red Zone ATM Waiting Area Blue Zone • Use the Central Entrance and Central Parking for the Blue Zone, Coral Zone or Tan Zone. Information Desks are located throughout the facility and are staffed by our EvergreenHealth volunteers. Should you have questions or need any assistance during your visit, please do not hesitate to ask us for help. We want to support you at every point of service possible. Cafeteria/Deli www.evergreenhealthcom Au • Use the West Entrance and West Parking surface lot and underground parking for the Silver Zone, Red Zone/ER, Green Zone or the Purple Zone. Additional parking is also available across the street at the DeYoung Pavilion. Information

Desk Ambulance Entrance Only 120th Avenue NE Please refer to the map and use the entrance and adjacent parking closest to your destination: EvergreenHealth Human Resources & Technology Center EMERGENCY PARKING ENTRANCE EvergreenHealth’s Baby & Family Boutique offers a variety of high-quality products including breast pumps and breastfeeding supplies, bras and nursing clothing, baby carriers, and many more accessories for pregnancy and baby’s first year. Parking at EvergreenHealth is Free Building Entrance General Information: 425.8991000 Nurse Navigator & Healthline: 425.8993000 Parking Lot EvergreenHealth Administrative Services Building 3. The Online Gift Shop is helpful when you are not in the area or cannot visit a Gift Shop location in person. Many items are available online at www. evergreenhealthcom/ giftshop or by calling 425.8992299 If requested, online orders can be delivered to patients. • The Baby & Family Boutique is located on the third

floor of the Coral Zone, Suite 320. Hours of operation: Monday through Saturday, 8:30 a.m to 4:30 pm; closed Sunday LEGEND EvergreenHealth Medical Center Campus Services and Support Outside Our Facility Nurse Navigator and Healthline offers 24-hour help from an EvergreenHealth nurse free of charge. Services include 24-hour consulting nurse phone calls; assistance selecting a provider or with physician referral; and registration for classes at EvergreenHealth. Reach the Nurse Navigator and Healthline 24/7 by calling 425.8993000 My Navigator Patient Portal securely connects you with your EvergreenHealth electronic health record, giving you complete access to your lab reports, health history, doctor visit summaries, procedures, medication listings and future appointments. Ask your nurse or registration staff about how to create your My Navigator account. Once your account is created, you can log in in at www.evergreenhealth com/my-navigator Health Education Classes provide a great

way to learn how to live your healthiest best or about your specific health conditions. Whether it’s nutritious meals for your family, great ideas for activities, or tips to maximize your health, we offer topics for your needs and interests. See a complete list of classes at wwwevergreenhealthcom/classes Lost & Found. If you return home and realize that you left something behind during your stay, we’ll do our best to get it back to you. Call the EvergreenHealth Security Department at 425.8991300 to inquire about your missing item | 26 | | 27 | Multiple Locations for All Levels of Care We make health care easy and convenient with 10 primary care practices, two urgent care centers and two 24/7 emergency departments, along with comprehensive primary, specialty and emergency care provided at our sister hospital, EvergreenHealth Monroe. For hours, directions and appointments, visit our website at evergreenhealth.com or call 4258993000 PRIMARY CARE Bothell Canyon Park Duvall

Kenmore Kirkland Monroe Redmond Sammamish Sultan Totem Lake Woodinville Signature Care, Woodinville URGENT CARE Redmond Woodinville Infectious Disease Care Interventional Spine Care Kidney Care Lipid Services Maternal-Fetal Medicine Midwifery Care Multiple Sclerosis Center Obstetrics & Gynecology Care Orthopedic & Sports Care Pain Care 24-HOUR Palliative Care Pharmacist Provider Services Pulmonary Care Radiology Oncology Rehabilitation Care Spine & Neurosurgical Care Booth Gardner Parkinson’s Care Center Sport & Spine Care Colon & Rectal Care Urology & Urogynecology Care Diabetes & Endocrinology Care Vascular Care Diabetes Education & Nutrition Services Wound Care Services Ear, Nose & Throat Care Foot & Ankle Care General Neurology Care Geriatric Care Gynecological Care Halvorson Cancer Center Heart Care Hospice Walgreen’s 12405 NE 85th St. Kirkland, WA 98033 425.8229202 SUNDAY HOURS Sleep Services SPECIALTY PRACTICES

COMMUNITY PHARMACIES ARE AVAILABLE within a short distance of the EvergreenHealth Medical Center campus if you need a prescription filled when our on-site pharmacy is closed. EvergreenHealth does not endorse the pharmacies below; please call to confirm location and hours. Surgical Care EMERGENCY CARE EvergreenHealth Medical Center Redmond Medical Center EvergreenHealth Monroe HOSPITALIST SERVICES EvergreenHealth Hospitalist Care EvergreenHealth OB Hospitalist Care EvergreenHealth Intensivist Care | 28 | Bartell Drugs – Kingsgate 14442 124th Ave. NE Kirkland, WA 98034 425.8217899 10 a.m to 6 pm Rite Aid 12421 Totem Lake Blvd. NE Kirkland, WA 98034 425.8211500 9 a.m to 9 pm Safeway 14444 124Th Ave. NE Kirkland, WA 98034 425.8217455 11 a.m to 6 pm | 29 | MISSION EvergreenHealth will advance the health of the community it serves through our dedication to high-quality, safe, compassionate and cost-effective health care. VISION EvergreenHealth will create an inclusive community

health system that is the most trusted for health care solutions. VALUES Compassion. Respect Collaboration Excellence Accountability For hours, directions and services, see our website at www.evergreenhealthcom Or call our 24-hour Nurse Navigator & Healthline at 425.8993000