Patient Care Services

After your physician, the person most familiar with your care is your nurse. Do not hesitate to ask your nurse about your treatment or hospital policy. Your nurse will assist you as needed with hygiene and dental care. If you are physically able to move about, then we ask you to assume responsibility for your personal hygiene. If needed, your nurse will assist you with your daily bath or shower.




We strongly urge you to leave your valuables, such as money and jewelry, at home or send them home with family members.

All hospitals are public places. Please take precautions to safeguard your valuables while you are in the hospital. Westfield cannot be held responsible for the loss of money or other valuables kept in your room or in your possession.


Your identification bracelet provides vital information to our staff. Please wear your ID bracelet at all times during your stay at Westfield.

A call button is within reach whenever you are in bed. Press the nurse button and a staff member will answer your call promptly.


Medications given to you while you are hospitalized are ordered by your physician. If you are experiencing pain, nausea or other feelings of discomfort, then please tell your nurse. Be sure to inform your nurse if you are taking any medications at home, including vitamins and herbal supplements. If you have questions regarding any of your medications, then please ask your physician or nurse.

Westfield Hospital has a fully equipped pharmacy located on the second floor and a Pharmacist who is available to provide the medications your doctor requests.


Bed linens will be changed frequently and when warranted. Please ask our staff if you require a change of linens.

Bed rails may be raised for your protection. They must be secured in the upright position if the patient is sedated or sleeping. Please give us your cooperation by observing this rule.


Your physician will prescribe a diet for you during your stay at Westfield Hospital. Our Dietary Department will assist you with your individualized nutritional needs.

Proper diet is an extremely important aspect of your recovery program. Your medical condition and personal tastes are given careful consideration in planning your meals. If your physician has ordered a special diet, such as low sodium, then your choices may be somewhat limited. Your Dietary Team will work with you to help select foods that you will enjoy.

For your health and well-being, we ask that you do not bring any food from home unless approved by your physician.

Please feel free to ask your nurse if you or a family member have any questions regarding various diagnostic tests, procedures, medications, or diet. Our staff will direct your question to the proper department and someone will be able to answer your questions.


Smoking is not permitted anywhere on Westfield Hospital property.

At Westfield Hospital, your comfort and safety are our concerns.

For these reasons, please follow these guidelines:

• Use your nurse call button.
  
  
• Do you wear glasses? Please make sure you wear them during your stay at Westfield.
  
  
• Always wear slippers or shoes. If you do not have them with you then please ask a nurse for a pair of skid resistant foot covers. Do not wear ordinary socks without shoes because you may slip and fall.
  
  
• Do not attempt to get out of bed when the side rails are up. Call the nurse before walking as a sudden change in position can cause dizziness.
  
  
• If you need help while in the bathroom, then please use the call light located on the wall near the toilet paper dispenser.

Westfield Hospital periodically conducts fire drills and disaster drills. Drills help ensure your safety and keep our emergency skills heightened. At any time that a fire or safety drill is in progress, we ask that you return to your room and follow the nurse's instructions.

DO NOT USE THE ELEVATORS during drills or a fire emergency.

Westfield Hospital takes great pride in its dedicated team of healthcare professionals. Each team member, whether at your bedside or behind the scenes, is highly aware of his or her contributions to your care and well-being. All hospital employees are required to wear identification badges with their name and photo. Feel free to ask any staff member his or her name and how their activities relate to your care.

Hospital departments are staffed with individuals who meet recognized professional, legal and ethical standards.

The administrative staff supervises all phases of the hospital's operation to ensure both personal comfort and stringent quality standards. Feel free to comment on the performance of our hospital staff by directing questions or suggestions you or your family member may have to either your nurse or Administration. Upon discharge, you will receive our Patient Satisfaction Survey. Please take the time to answer the questions honestly and mail it back.

It is the goal of Westfield Hospital to provide our patients with the most appropriate care and services possible. Your comments about your experiences at Westfield will help us to determine how well we are meeting this goal and provide us with the important feedback to monitor our progress while making improvements or changes.


Our nursing professionals are dedicated, trained and experienced personnel who are qualified to meet all your health care needs. Many are certified in their specialty, which demonstrates that they have acquired advanced training and technological skills which enable them to respond to medical and surgical emergencies and life threatening situations until your physician arrives. Both the registered nurses and physicians work closely to guarantee that you receive the best care when you are challenged by an illness or injury.


Your emotional and spiritual well-being contributes to your good health. A priest, rabbi, minister or someone from your faith may visit you during your hospitalization.


During your stay at Westfield Hospital, a Case Manager may visit you to help plan for any post-hospital care, including Hospice care, if warranted. These arrangements are best completed early so that they are ready when, and if, you need them. Case Management can help you and your family in many ways, including:

• Put you in touch with community agencies, nursing homes skilled in mental health services, nursing or assisted living homes, physical rehabilitation services, and other resources.
  
  
• Arrange for outside agencies to provide home care services as needed.
  
  
• Put you in touch with social insurance programs for sick and disabled persons.
  
  
• Arrange for financial help from appropriate public and private agencies.
  
  
• Assist with questions or concerns that may arise during your illness.

Please feel free to contact our Case Manager or ask your doctor or nurse to do so.

Function of Case Management

From your admission to your discharge, the doctors and case managers follow your progress as documented in your medical record. They have the responsibility to assess, in consultation with your physician, the necessity and acuity of your hospital stay.

Utilization Review is an important part of the hospital's efforts to keep health care costs down. Just as your physician has the responsibility to answer your questions concerning care and treatment, hospitals and physicians must answer Medicare, Medicaid and other third party payers concerning the appropriateness of hospital services. Most insurance carriers will not pay for hospital stays when the stay is no longer deemed medically necessary.

Utilization Review determinations are somewhat complicated. We want to help and will do everything we can to make sure you understand this aspect of your care. You may contact the Case Manager if you have questions.


You may contact the Infection Control Nurse if you have any questions. Prudent hand washing is the best defense against infection whether at home or in the hospital. You can help by washing your hands and encouraging your family and visitors to do the same.






Employees are not permitted to accept gratuities (gifts or tips) of any kind. Patients, therefore, are asked to not offer them. Your satisfaction and health are our reward.


Visitors' Responsibilities
Westfield Hospital recognizes that visitors have specific responsibilities with respect to visitation at this hospital. Visitor responsibilities include:

• Complying with the rules and regulations of Westfield Hospital.
  
  
• Assuring that no children are left unattended at any time, whether in the patient room, hospital corridors or waiting areas.
  
  
• Observing safety regulations.
  
  
• Being considerate of others by respecting all patients' privacy.
  
  
• Maintaining a quiet atmosphere.
  
  
• Observing the hospital-wide "No Smoking" policy.
  
  
• Remaining out of restricted areas.
  
  
• Refraining from calling patients after 10:00 p.m.
  
  
• Not providing food to patients unless otherwise approved by the physician.

 Advanced Directives

It is the policy of Westfield Hospital to recognize and uphold an individual's rights to express his/her wishes regarding the treatment when he/she is available to speak for him/herself. This expression may be recognized as an Advanced Directive: a durable healthcare power of attorney (Proxy Directive) or an Instructive Directive (Living Will). A Healthcare Power of Attorney is authorized to make healthcare decisions. A Power of Attorney can make financial decisions.

Westfield also recognizes and upholds an individual's rights to conscientiously object to the execution of an advanced directive.

Advanced Directive information is included in the patient's Admission Packet.


A TDD (telecommunications device for the deaf) set up is available upon request. There is a sign language interpretation program available. Your need for these services should be brought to the attention of Westfield Hospital staff before your admission or as soon as possible.


The Language Line is also available for your use. Please let your nurse know if you (or family member) are in need of these services and they will be arranged for you.


If you are concerned about an ethical issue then there is a resource for you at Westfield Hospital. The Ethics Committee can help you with consultation, education or advice. Contact your physician, nurse or Case Manager for more information.

Your doctor will determine when you are ready to go home and will write your discharge orders. For your safety and convenience, hospital staff will assist you in preparing to leave. Please arrange for a relative or friend to accompany you when you are leaving.
Your bill will reflect charges relative to services for your care including your room accommodations, supplies, medications, diagnostic tests, and procedures.

Because medical costs are often unexpected, it is understandable that you may anticipate difficulties in meeting your portion of the expenses. Please contact our Billing Department as early as possible to make credit arrangements satisfactory to you and the hospital. Westfield Hospital will accept cash, checks (certified, personal and traveler's) and credit cards.

Physician Charges

Your personal physician is not an employee of the hospital. He or she will bill you separately as will any consulting physician for the services they provided.

Other Separate Services

If you required specialized services then you will receive bills from the radiologist, the pathologist who performed the laboratory tests, and from the anesthesiologist if you had surgery. In addition, you may receive bills from the ambulatory company, private duty nurses, the blood bank, or your emergency department physician.

Preauthorization/Certification of Services

If your admission is the result of an emergency admission, our Case Management Department will contact your insurance company to receive authorization for your hospital stay. The insurance company needs this certification within 24 hours of your admission.

If your admission is the result of a short procedure surgery then your insurance company may require pre-authorization or second surgical opinion prior to your admission. Your surgeon's office will preauthorize prior to your procedure. Failure to comply may result in a reduction of your benefits; therefore, a portion of the bill will become your responsibility.


Westfield Hospital recognizes the patient's bill of rights as adopted by the facility, also recognizes that patients have specific responsibilities pertaining to their hospitalization.

Patient's responsibilities include:

• Being considerate of others by respecting roommates and other patients' privacy.
  
  
• Observing safety regulations.
  
  
• Observing the "No Smoking" policy.
  
  
• Supplying accurate and complete medical history information to physicians.
  
  
• Complying with hospital policies and procedures with respect to diagnostic testing, treatments and medication administration.
  
  
• Informing medical personnel if their instructions are not understandable or cannot be followed.
  
  
• Asking pertinent questions.
  
  
• Utilizing hospital facilities and equipment properly.
  
  
• Fulfilling financial obligations.
  
  
• Accepting consequences. Patients and their families are responsible for the outcomes if they do not follow the care, treatment and service plan.

As a patient of Westfield Hospital, you have the following rights under state law and regulation.

Medical Care

• Receive the care and health services that the hospital is required by law to provide.
  
  
• Have your pain assessed, treated and re-evaluated in accordance with evidence-based pain management practices.
  
  
• Receive an understandable explanation from your physician of your complete medical condition, recommended treatment, expected results, risks involved and reasonable medical alternatives. If your physician believes that some of this information would be detrimental to your health or beyond your ability to understand, then the explanation must be given to your next of kin (family) or guardian.
  
  
• Give informed, written consent prior to the start of specified, non-emergency medical procedures or treatments. Your physician should explain to you, in words you comprehend, specific details about the recommended procedure or treatment, any risks involved, time required for recovery and any reasonable medical alternatives. Your physician should also explain to you any pain associated with the procedure or treatment and the pain relief options available to you.
  
  
• Be cared for by a staff committed to pain prevention and management. To have these health care professionals respond quickly to your reports of pain.
  
  
• Receive a prompt response to safety issues and concerns related to your medical plan of care.
  
  
• Refuse medication and treatment after possible consequences of this decision have been explained clearly to you.
  
  
• Complete an advanced directive which would control decisions about healthcare in the event that you become unable to make your own decisions.
  
  
• Be included in experimental research only if you give informed, written consent. You have the right to refuse to participate.
  
  
• Participate in ethical questions that arise in the course of your care, including issues of conflict resolution, withholding resuscitative services, forgoing or withdrawal of life-sustaining treatment and participation in investigational studies or clinical trials.
  
  
• Contract directly with a Pennsylvania registered nurse of your choosing for private professional nursing care during hospitalization.

 

Medical Records

• Have prompt access to the information in your medical record.
  
  
• Obtain a copy of your medical record, possibly at a reasonable fee, within 2 to 3 business days after a signed request to the hospital.

Cost of Hospital Care

• If you request an itemized bill then the hospital must provide one and explain any questions you may have. You have a right to appeal any charges.
  
  
• Be informed by the hospital if part of or your entire bill will not be covered by insurance. The hospital is required to help you obtain any public assistance and private health care benefits to which you may be eligible.

Discharge Planning

• Receive information and assistance from your attending physician and other health care providers if you need to arrange for continuing health care after your discharge from Westfield Hospital.
  
  
• Receive sufficient time before discharge to arrange for continuing health care needs.
  
  
• Be informed by the hospital about any appeal process to which you are entitled by law if you disagree with the hospital's discharge plans.

Transfers

• Be transferred to another facility only when you or your family has made the request or in the instance where the transferring hospital is unable to provide you with the care you need.
  
  
• Receive in advance an explanation from a physician of the reasons for your transfer and possible alternatives.

Personal Needs

• Be treated with courtesy, consideration and respect for your dignity and individuality.
  
  
• Have access to storage space in your room for private use. The hospital must also have a system to safeguard your personal property.

Protection and Restraints

• Screening of and protection from physical and mental abuse.
  
  
• Freedom from restraints, unless authorized by a physician for a limited period of time to protect your safety and that of others.
  
  
• Access protective services in cases of abuse or neglect in the home environment.

Privacy and Confidentiality

• Have physical privacy during treatment.
  
  
• Personal hygiene assistance only if medically necessary.
  
  
• Have your treatment information kept confidential. Information in your records will not be released to anyone outside the hospital without your approval, unless required by law.

Legal Rights

• Treatment and medical services without discrimination based on race, age, religion, national origin, sex, sexual preferences, handicap, diagnosis, ability to pay or source of payment.
  
  
• Exercise all your constitutional, civil and legal rights.

Our team of nurses and other healthcare professionals strive to provide excellent patient care. We constantly look for ways in which we can improve our patient care delivery so that our patients receive the very best comprehensive medical and nursing care.

We hope you found your stay at Westfield to be comfortable and your nursing staff to be compassionate, knowledgeable and helpful in your total recovery process.

Our sincere thanks for allowing the Westfield Hospital healthcare team this opportunity to assist you in your recovery. It gives us great pleasure to see our patients improve and return to their home and life.