Phone Directory

Key Numbers

St. Joseph’s Hospital: 520-873-3000
St. Mary’s Hospital: 520-872-3000
Holy Cross Hospital: 520-285-3000
Carondelet Marana Emergency Center: 520-872-4000
St. Raphael’s Emergency Center: 520-493-0499

A telephone is provided in your room for local calls. Your telephone number is:

• St. Joseph’s Hospital: 520-873 plus your room number. (If your room number is only three numbers, add a 5 in front of the room number. For example, room 265 would be 5265)
  
• St. Mary’s Hospital: 520-872 plus your room number.

Make Your Medical Wishes Clear

Individuals usually make decisions regarding their health care treatment after their doctor recommends a course of treatment and provides information about the treatment options. These decisions become more difficult if patients are unable to tell their doctors and loved ones what kind of health care treatment they want. We encourage you to discuss your specific wishes with your family members/close friends, and to put details in writing to avoid confusion or misunderstanding.

Consent to Treatment

Informed Consent

You have the right to decide what may be done to your body during the course of medical treatment. Your doctor will discuss the nature of your condition, the proposed treatment and any alternate treatments that are available. Your doctor will also provide you with information about the risks associated with surgical and invasive medical procedures. This information will help you make an informed decision about the kind of treatment you want to receive. For certain procedures, you may be asked to sign a consent form, verifying that you understand what your doctor has told you.

Surrogate Decision-Maker

If you become unable to make your own health care decisions, and you haven’t provided an advance directive, your doctor or other health care provider will look to the following people (in the order listed) for decisions about your health care:

Advance Directives

Arizona law allows you to make certain decisions and provide guidance as to your wishes about your future medical care. These laws provide an opportunity for you to decide (1) who will represent you and (2) what medical care you want if you become ill and can no longer make medical treatment decisions for yourself. Documents known as advance directives give you the ability to express their treatment preferences before you actually need care, ensuring that your wishes will be carried out and that families or others won’t be faced with making difficult decisions without guidance.

Learn more about  Advance Directives.

Our Commitment to Care

Your Experience as a Patient Matters to Us How’s your stay? Are your needs being met? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the highest quality of care and the best patient experience possible. Your feedback provides valuable information that is used to continually improve care and services.

During Your Stay

Please speak with your nurse or the charge nurse/nurse manager if you would like to offer feedback or if you have any questions or concerns about your care. You also have the right to file a complaint with either:

Arizona Department of Health Services
400 W. Congress, Suite 116
Tucson, AZ 85701
520-628-6965
602-364-3030 (Phoenix number)

Office of Quality and Patient Safety
The Joint Commission One Renaissance Blvd.
Oakbrook Terrace, IL 60181
800-994-6610
Email: [email protected]
www.jointcommission.org

After Your Stay

Once you leave the hospital, we will continue to seek your feedback through a discharge survey that is conducted by an independent company. The survey is made up of simple questions on key care topics such as:

• doctor and nurse communication
  
• medicine and discharge information
  
• pain management and staff responsiveness
  
• your overall experience at the hospital during your stay
  

If you’re selected to participate in this survey, please take the time to participate and give your feedback. The results will help us to identify areas where we are doing well and also to highlight key areas for improvement.

Prevent Falls

All patients are at risk for falling when in the hospital. The reasons for this may include the effects of medications, procedures and your general health condition. Here are some things you can do to help decrease your chances of falling:

• Use the nurse call button to call for help getting out of bed.
  
• Ask for help going to the bathroom or walking around. (And use hospital handrails when they’re available.)
  
• Wear nonslip socks or footwear.
  
• Keep often-used items within easy reach (glasses, remote, tissues, etc.).
  
• Make sure your wheelchair is locked when you get in or out of it. Never step on the footrest.
  
• Patients of all ages may be at risk for falls. It’s better to be extra careful than risk falling.

Prepare for Surgery / Procedures

• your name
  
• the type of surgery/procedure you are having
  
• the body part to be operated on—In fact, the doctor or person doing the procedure will mark the correct spot on your body. Make sure you or your support person checks that it’s correct.

Preparing for a Hospital Visit

Preparing for Surgery

Pay Attention to Your Care

• Tell your nurse if something doesn’t seem right.
• Know what time you normally get medicine and tell your nurse if you don’t get it.
• Request drawings or illustrations to help you learn about your condition.
• Read and understand all medical forms before signing.
• Don’t be afraid to ask if you need more information.
• If your treatment involves medical equipment, practice using it before you leave the hospital.
• Don’t be afraid to ask for a second opinion. The more information you have, the better you will feel about making decisions. Talk to your doctor and family about whether you want life-saving actions taken.

You Are Key

You are the most important member of your healthcare team. Make sure you:

• Understand your treatment
  
• Ask questions
  
• Speak up about pain
  
• Know your medicines
  
• Plan early for a successful discharge

Speak Up

If you have questions or concerns, you have the right to ask and get a response from your doctor or nurse. To help, share your answers to these questions with hospital staff.

• What language would you prefer to speak?
  
• Do you need glasses, hearing aids or other devices to help with communicating to hospital staff?
  
• When health information is being presented, do you prefer to hear it or read it?
  
• Do you have any cultural, ethnic or religious-based special needs?
  
• Who will be your support person that will talk with hospital staff about your healthcare wishes?

Patient Advocacy

Addressing Your Concerns

At Carondelet Health Network, we hope everyone who uses our services will ask questions, state needs, express concerns or problems and offer feedback to any staff person involved in their care. We will address your concerns in a timely manner.

How a Patient Advocate Can Help

The patient advocate at the hospital serves as a resource person and as a liaison between patients, their families, doctors, associates and departments within the hospital. The patient advocate may be helpful in situations such as the following:

The inpatient patient advocate can be reached Monday through Friday from 8 a.m. until 4:30 p.m. A confidential message can be left at any time. Someone will return the call as soon as possible.

St. Joseph’s Hospital
(520) 873-3504

St. Mary’s Hospital
(520) 872-5493

Holy Cross Hospital
(520) 285-8039

And Remember, Take Charge of Your Communication:

More Information

Plan Early

Reduce your chances of being readmitted and increase your chances for a healthy recovery by planning early. Take steps as soon as possible during your stay to plan for a successful transition from the hospital.

To begin, ask to speak with your case manager/discharge planner, and review the following:

• Your discharge summary and discharge plan
  
• Your complete medicine list and instructions
  
• Your upcoming appointments
  
• What to do if you don’t feel well

A Reason to Plan Early

If you need a rehabilitation facility, nursing home, skilled care or other service after your stay, you’ll need time to find one and to weigh your options. A member of our case management team will help you find services in your area.

Not Ready to Leave?

You have the right to appeal your discharge if you don’t agree with the decision that you are ready to leave the hospital.

Need Medical Equipment or Supplies?

If you need durable medical equipment (walker, wheelchair, hospital bed, oxygen, etc.), please be aware that Medicare will only cover the cost if you use an approved supplier. A member of our case management team will work with you to coordinate your equipment needs.

Your Patient Rights

Focused on Your Individual Needs

When it comes to your rights as a patient, Carondelet Health Network wants you to be as informed as possible. The following patient bill of rights applies to all patients. Patient rights may be exercised by the patient’s legally authorized representative, or the patient’s surrogate decision maker, if the patient lacks decision-making capacity, is legally incompetent or is a minor.

Understanding Your Patient Rights

During a visit to Carondelet Health Network, patients have the right:

• To be treated with dignity, respect and consideration
• To not be discriminated against based on the basis of race, national origin, religion, gender, sexual orientation, age, disability, marital status or source of payment
• To receive treatment that supports and respects the patient’s individuality, choices, strengths and abilities
• To receive privacy in treatment and care of personal needs
• To review, upon written request, their own medical record within a reasonable time frame
• To receive a referral to another health care institution if the outpatient treatment center is unable to provide physical health services or behavioral health services for the patient
• To participate or have the patient’s representative participate in the decisions and development of, or decisions concerning, treatment
• To participate or refuse to participate in research or experimental treatment
• To receive assistance from a family member, the patient’s representative, or other individual in understanding, protecting, or exercising the patient’s rights
• To be informed how to report comments, complaints and grievances about their visit and to get resolution to them; comments or complaints may be directed to the staff most directly involved in the situation and/or to the Practice Manager
• To not be subjected to:
  • Abuse
  • Neglect
  • Exploitation
  • Coercion
  • Manipulation
  • Sexual abuse
  • Sexual assault
  • Seclusion
  • Restraint, if not necessary to prevent imminent harm to self or others
  • Retaliation for submitting a complaint to the department or another entity
  • Misappropriation of personal and private property by an outpatient treatment center’s personnel member, employee, volunteer or student

Your Patient Responsibilities

During a visit with Carondelet Health Network, patients also have the following responsibilities:

• To provide, to the best of their knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications and any other health matters
• To report unexpected changes in their condition to the responsible practitioner
• To report whether they clearly comprehend a contemplated course of action and what is expected of them
• To follow the treatment plan recommended by the practitioner primarily responsible for their care and inform their physician if there are obstacles that would preclude the execution of the treatment plan
• To ensure that the financial obligations relating to their health care are fulfilled as promptly as possible
• To provide the necessary information and documentation requested by the Registration Representatives, including name changes, address, phone number and insurance information
• To be considerate of the rights of other patients, control noise and the number of visitors, including, but not limited to, cell phone usage in the exam room and office
• To notify registration staff if treatment is for a work related injury 

Expressing a Concern

If you have questions or concerns, you may also call Arizona Department of Health Services at (602) 364-3030. If you’d like to express a concern or complaint about your care or safety, learn more about our complaints and grievances process.