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

Accreditation

Twin County Regional Hospital is accredited by the Joint Commission on Healthcare Organizations. In an intensive on site survey we've been put under the magnifying glass and have been judged to measure up to the highest standards of care.

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.

Care Providers

Hospitalist
Your physician may choose to place you under the care of TCRH's hospitalist program. A hospitalist is a physician who provides your medical care while you are a patient in the hospital. The hospitalist consults with your family doctor about your care and works only within the hospital. When you are discharged, you will return to your family doctor for follow up and your routine care.

Medical Staff
The physician who admits you is responsible for directing your care while you are in the hospital. Should you have questions about your illness, please consult your physician.

Nursing Staff
Our team of professional registered nurses, licensed practical nurses and nurse assistants provide 24 hour care. A nursing supervisor is responsible for directing and coordinating nursing care on each unit. Please feel free to contact your nurse or the nursing supervisor if you have questions or concerns.

Social Workers
Social Workers are trained to help patients and family members deal with financial, social and emotional problems that relate to illness or hospitalization. Members of the department work with patients and families in planning for discharge and help prepare for long term illnesses or rehabilitation.

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

Communication Boards

Each patient room is equipped with a white communication board and erasable marker. During each shift, your nurse will write his/her name on the board for you. You and your family are welcome to use the board to relay messages and record important information about your care.

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.

Customer Service

Twin County Regional Hospital makes every effort to ensure that your hospital stay is as comfortable as possible. Because your comfort and recovery are important to us, a patient representative is available to help you with any problems, concerns or special needs you may have.

The Patient Representative/Customer Services Department provides a channel through which all patients and their families can gain answers to questions, seek solutions to problems and obtain responses to unmet needs. After you leave the hospital, you may receive a phone call from our survey company asking you questions about your hospital stay. Your comments are important to us. Through your input, we can constantly improve the quality of our service and make your stay the best it can be.

Ethics Consults

There are many important ethical issues and problems in healthcare today. Some of these issues include whether or not to use life sustaining equipment, refusal of treatment, determining a patient's capacity, informed consent, living wills, etc. TCRH has an Ethics Committee which serves as a resource for sharing concerns and opinions about such issues. This committee can also assist patients, family members and healthcare professionals in weighing options, obtaining medical advice and considering value systems in order to reach acceptable decisions. Representation of the committee includes doctors, administrators, nurses, community members and a minister. If you feel an ethics consult is necessary, please contact your doctor or nurse.

Electrical Appliances

For your safety, we reserve the right to inspect any electrical appliances brought into the hospital. Electrical appliances such as radios, TV's, video games, DVD players, VCR's, electric razors, computers, cell phones, etc. are not allowed in patient rooms. These can interfere with telemetry equipment and put patient safety at risk.

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 & Gifts

Flowers are delivered to patient rooms by a volunteer or security. Visitors should check with the nurse before bringing gifts of food or drink to patients. Certain gifts, including food, fresh flowers and live plants are prohibited in the Intensive Care Unit. Please check with the nurse to make sure your gift is appropriate.

Hearing Impaired

We have services available for people who are deaf or hearing impaired. If you need these services, please contact your nurse. A TDD Line is available for persons who are hearing impaired. Notify your nurse if you need a TDD Line.

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.

Notary Public

A notary public is available during business hours (Monday through Friday, 8:30 a.m. to 5:00 p.m.). Please dial 1645 if you need assistance.

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.

If a family member or friend wishes to eat in the room with a patient, a guest tray may be ordered at a cost of $3.50. Additional trays may be ordered through the cashier's office located adjacent to the Outpatient Lobby.

A pediatric menu is provided for all children. A complimentary meal is also provided for a parent accompanying a hospitalized child. Fathers of newborns are also served a complimentary meal tray. Arrangements for the tray can be made through the nurses' station.

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.

Patient Representative

Patient Self-Determination Act

A handbook entitled "Your Right to Decide" is given to each patient at admission. Please take a few minutes to read this important information. For more information on Patient Self Determination Act or living wills, contact Care Coordination at ext. 3544.

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.

Security

Security personnel are on duty around the clock. Dial the operator (0) and ask for security if you need assistance.

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. For your health and the health of our patients, Twin County Regional Healthcare and affiliates are also Fragrance-Free Campuses.

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.

Room Temperature
All rooms in the hospital are centrally heated and air conditioned. You may regulate the temperature by adjusting the fan speed of the equipment in your room so the temperature is comfortable for you. Please notify the nurses if you have a problem.

Rooms
Your hospital room is equipped with a telephone, central heat/ air conditioning, color television, oxygen, bathroom and other support items. When possible, patients will be given their preference of a private or semiprivate room. Private rooms may require an additional fee due to certain insurance policy requirements.

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.
Emergency Department: Due to patient privacy issues and space constraints, we ask that there be no visitation in the emergency room. One family member is allowed to accompany a patient into the emergency department when desired or necessary. Other family members and friends are welcome to use the reception area adjacent to the emergency department.

Family and friends are important to us all, especially when accidents or illnesses strike. At Twin County Regional Hospital, we understand the value of those relationships and the desire to be close when we feel needed. In the best interest of our patients and visitors, please be aware of and adhere to the following guidelines:

Do not visit patients in the hospital if you have a cold, sore throat or any contagious disease. Doing so puts hospital patients at risk for additional infections, which can lead to complications.
Parents are encouraged NOT to bring children to the hospital.
Visits should be kept short.
Visitors in semi-private rooms should be considerate of both patients.
Visitors must wear shirts and shoes and must dress appropriately.
Visitors may be asked to leave the room during tests or when the doctor or nurse needs to see the patient.
Cellular phones and two way radios should be turned OFF except in lobby areas. These items can cause interference with certain patient care equipment.
Visiting hours are to be followed.

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.