Patient Guide

We are committed to your care.

Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you. You may be contacted by phone, email or text and asked to complete a confidential survey. Please take the time to complete the survey. Your feedback will help us know what we’re doing well and where we can improve.

Privacy Practices Patient Rights & Responsibilities Concerns About Your Care

Fast facts about your stay.

Support for Caregivers

We encourage patients to pick a key person to support them during their hospital stay. Whether you are that primary support person, or just one of many people caring for and supporting your loved one, you can play an important role in making sure your loved one gets the safest and best care both here and beyond the hospital.

Patient and Family Care
We participate in patient- and family-centered care. We believe that family plays an important role in ensuring the health and well-being of patients of all ages. Our goal is to create partnerships among healthcare practitioners, patients and families that will lead to the best outcomes and enhance the delivery of safe, quality, efficient, effective, and timely care.

What to Know Before You Leave
Caregivers can help ensure the best outcome for their loved one after a hospital stay by getting the answers to these three questions:

What is the next step for medical care (home or facility, follow-up with primary care physician or physical therapy, etc.)? Help your loved one arrange the details to make this happen—financial plan, transportation, scheduling, etc.
What new and former medicines does my loved one need to take? Help your loved one understand the details—timing, dosing instructions, side effects, prescription refills, etc.
What health warning signs do I need to watch for and what do I do if they happen? Help your loved one by writing these symptoms down as well as the name and contact number to call.

If you feel like you need a break or help, reach out to friends and family. And consult the resources listed here: National Alliance for Caregiving | Family Caregiver Alliance | Caregiver Action Network

Facts About Your Stay

ATM

For your convenience, an ATM is located on the first level of the hospital near the emergency entrance.

Bedside Shift Report

We want you to feel comfortable and cared for throughout your stay, so at each nursing shift change—about every 12 hours—your nurse will introduce your new nurse to you. The team will talk about your progress, medicine and tests scheduled for the day. Ask questions. The more you’re involved, the better and safer your care.

Bedside Technology

During your stay, you may see your doctors and nurses using computers or tablets. These tools help them care for you by providing around-the-clock monitoring, a variety of resources and quick communication with the rest of your healthcare team. If you have any questions, ask your doctor or nurse.

Cafeteria

Location: Ground level of the hospital

Cafeteria hours for all visitors are:

Monday - Friday
Breakfast: 7:00 am to 9:30 am
Lunch: 11:00 am to 1:30 pm
Closed for Dinner and on Weekends

Calling Your Nurse

Your room is connected to the nursing station via an intercom system. To call for your nurse, press the NURSE call button located at your bedside. If you have any questions on how to use the call button, ask a staff member to show you.

Cellphones & Video

During your stay, you may see members of your care team using mobile phones. At Twin County Regional Healthcare, our staff are permitted to use phones for work-related activities, such as communicating with doctors or other care team members. Employees are not allowed to use phones for non-work-related activities. There are many work related benefits of cellphones and other communication devices, including access to medical references, clinical tools and patient information.

Channel Listing for TV

2 HSN	22 HGTV	43 MSNBC
3 Local	23 CMT	44 Golf
4 ION	24 TBS	45 BET
5 Blue Ridge PBS	25 HLN	46 Food
6 QVC	26 CNN	47 Fox News
7 WDBJ CBS	28 CNBC	48 Animal Planet
8 WFXR Fox	29 A&E	49 TV Land
9 C-SPAN	30 Lifetime	50 Travel
10 WSLS NBC	31 CSN	51 TRU TV
11 WFMY TCW	32 Spike	52 SyFy
12 WXII NBC	33 AMC	53 Bravo
13 WXLC AB	34 Nickelodeon	54 MASE E
14 Disney	35 ESPN	55 MASN W
15 Cartoon	36 ESPN 2	56 Disney
16 TLD	37 History	60 JTV
17 TNT	38 Discovery	64 SEC
18 ABC Family	40 Comedy	70 Inspiration
19 MTV	41 E!	71 Hallmark
21 USA	42 FX

Concerns About Your Care

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue still is not resolved, then contact the hospital patient advocate. You also have the right to file your complaint with either:

The Virginia Department of Public Health

Virginia Department of Health

9960 Mayland Dr., Suite 401

Henrico, VA 23233

1.800.955.1819

OLC-Complaints@vdh.virginia.gov

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Website: www.jointcommission.org, then click “Report patient safety event”

Sometimes a healthcare choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives. Our medical ethics committee can help you and those who are here to support you make difficult decisions.

Electrical Appliances

For your safety, we reserve the right to inspect any electrical appliances brought into the hospital.

Fire Safety

We conduct fire drills from time to time. If you hear an alarm, stay where you are. In an actual emergency, hospital staff will tell you what to do.

Flowers

Flowers are delivered to patient rooms by a volunteer or security. Please note that flowers are not allowed in Intensive Care Units.

Hearing Impaired

We have services available for people who are deaf or hearing impaired. If you need these services, please contact your nurse.

Hospital Safe for Valuables

Personal care items such as contact lenses, eyeglasses, hearing aids and dentures can be stored in your bedside stand when not in use. Please do not put them on your bed or food tray to help avoid them being lost or damaged. Leave valuables like jewelry or cash at home, or give them to a trusted relative or friend to watch over. Twin County Regional Hospital cannot be responsible for replacing personal belongings.

Hourly Rounding

A nurse will visit you every hour during the day and every two hours at night to check on your comfort, help you change positions in bed, assist with trips to the bathroom, and make sure you can reach your phone, call light, and personal items easily.

Housekeeping Services

Environmental services will be scheduled to clean your room daily. If you need additional items, please let your nurse know.

Interpreters and Translation Services

Interpreter services are available for patients. Please contact your nurse for assistance.

Lost and Found

Twin County Regional Healthcare cannot be responsible for replacing personal belongings. Items found may be kept in the security office.

Mail

Mail and packages will be delivered to you by a hospital volunteer. Mail received after you leave the hospital will be forwarded to your home. You may take outgoing mail to the nursing station or give it to your attending nurse.

Medicines

Please do not bring any prescription or over-the-counter medicines to the hospital. All medicines you take in the hospital need to be prescribed, filled and given to you by hospital staff. Tell your doctor about any medicines you regularly take. If you still need them, hospital staff will give them to you.

Parking

Parking in the circle drive in front of the hospital is for patient loading and unloading only. These zones have a 15-minute limit. Please do not park in these areas until you are sure the patient you are transporting is ready to go.

Pastoral Care

The volunteer chaplain program is staffed by volunteer area ministers. These ministers represent a variety of denominations. If you are in need of pastoral services, ask your nurse or dial 0 and ask the operator for the chaplain on call. If there is a specific pastor or denomination you prefer, the chaplain on call can help you.

Patient Meals

In order to serve our patients, we have developed an innovative meal preparation and delivery system called Personal Choice Dining. Through this program, you will be visited by a host or hostess, who will tell you about your menu options and take your meal order. The host or hostess will help you make selections that meet your prescribed diet. At meal time, your tray will be delivered to you.

Meal service times are:
Breakfast: 7:00 a.m. to 10:45 a.m. | Lunch 11:45 a.m. to 3:30 p.m. | Dinner: 5:00 p.m. to 7:00 p.m.

Personal Belongings and Valuables

Personal care items and valuables like jewelry or cash should be left at home, or give them to a trusted relative or friend to watch over.

Public Restrooms

For everyone’s health and safety, we ask visitors not to use patient restrooms. Public restrooms are located throughout the hospital. Ask hospital staff to direct you to the nearest one.

Rapid Response Team

You can call a critical-care response team to respond if your condition worsens and you do not get the immediate care you need. Dial 3000 to request this special service.

Smoking

Given the serious health hazards of tobacco use, we have chosen to become a 100 percent tobacco-free campus. No smoking or tobacco products will be used while on TCRH property, parking lots, associated buildings and vehicles. Patients and visitors are asked not to smoke during their hospital visit.

If You Smoke or Use Tobacco
While you are in the hospital, please do not suffer from nicotine withdrawal. You can receive nicotine replacement therapy (NRT) or other appropriate support during your hospital visit. Please ask your nurse for more information.

Telephone

Telephones are in all patient rooms. If you have issues reaching your phone, please talk to your nurse. If you prefer not to receive calls while in the hospital, please dial 0 and ask the operator to hold your calls.

To make a local call, press 9, listen for the dial tone and dial the number.

To make a long-distance call, you may use a long-distance calling card or, in an emergency, dial 0 for the hospital operator.

TV

Each patient room has a television. Please be considerate of others by keeping the volume down and turning off your TV at bedtime. TVs are controlled by the bedside pillow speaker or side rail controls. Closed captioning is available for the hearing impaired. Ask a staff member if you have any questions on using your TV.

Your Room

Hospital beds are electrically operated, and your nurse will show you how to work your bed properly. Bedside rails are for your protection. They may be raised at night or during the day if you are resting, recovering from surgery or taking certain medications.

Vending Machines

Here you can find beverages and snacks 24 hours a day. Located on the ground floor, 2nd floor ED lobby, and 3rd floor next to the elevators.

Visiting Hours

Visiting hours are subject to change. Please ask your nurse for official hours during your stay.

To promote healing and safety and limit infection, some units may limit the number of visitors you can receive at one time.

General Hours: 8:00 a.m. to 8:00 p.m. Note: Patients have the right to choose to receive visitors from among family, friends or other individuals at any time during their stay.
Behavioral Health Unit: 7:00 a.m. to 8:00 p.m.
Women's Health Unit - 8:00 a.m. to 8:00 p.m. Entry is restricted, and camera surveillance is in use. Please use the intercom to access unit.

Visiting Overnight
Overnight visitation with a patient must be coordinated with the charge nurse and/or nurse manager and is only permitted under certain circumstances. If overnight visitation has been approved, you will be given a visitor card by the nurse, who will provide you with instructions for obtaining a visitor pass from the security guard. Please wear this badge and remain in the waiting room or the patient’s room at all times during your overnight visit. We reserve the right to revoke overnight privileges.

Wifi

Wifi is free to patients and visitors. You may access the network by choosing Guest_Access. No password is required.