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.

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:

1. 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.
2. 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.
3. 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

Admissions

Patients may pre-admit once admission has been scheduled. Admissions are processed via the registration clerks in the front lobby; after hours admissions are processed at the registration desk in the Emergency Department. Once you arrive on the nursing unit, the staff will help you get acquainted with your room and your surroundings.

Patients undergoing outpatient surgery should report to the registration desk in the front lobby. Outpatient registration hours are from 6:30 am until 4:30 pm.

Expectant mothers should check in through the Emergency Department before coming to Labor and Delivery. If you are an admission please check in via the registration clerks in the front lobby.

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ATM

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

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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.

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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.

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Cafeteria

Location: First floor

Hours:

Breakfast: 8:00 a.m. to 9:00 a.m.

Lunch: 11:00 a.m. to 1:00 p.m.

All visitors are welcome to dine in the cafeteria.

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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.

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Cellphones & Video

During your stay, you may see members of your care team using mobile phones. At Spring View Hospital, 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.

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Channel Listing for TV

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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 Kentucky Department of Public Health
275 E Main Street 
Frankfort, KY 40601
Email: CHFS.Listens@ky.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. For help, contact: 270.692.5145.

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Discharge

When you are medically ready to leave the hospital, your physician will write a discharge order on your medical chart. Your nurses and your physician will discuss discharge information with you, including special diets, medications and limitations on your activities. The case manager will assist you in making arrangements for home care or other community services, if needed. Your physician will let you know if an office visit is necessary after discharge.

Be sure to check your room for all personal belongings and reclaim any valuables from the hospital safe. When your transportation arrives, please allow your nurse to escort you from the hospital.

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Electrical Appliances

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

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Financial Arrangements

When you are admitted, you should confirm financial arrangements for your care. If you have hospitalization insurance, please bring your policy, identification card, and other pertinent information with you.

Most insurance companies require pre-admission certification and a second opinion before surgery. Please review your pre-admission requirements and coverage and advise your physician of these requirements. This process must be complete before admission, unless it is an emergency. If this has not been done in accordance with the policy's requirements, your insurance benefits may be reduced or denied. Also if the patient leaves the hospital “against medical advice” (“AMA”) your insurance may choose not to pay for the hospitalization.

As a courtesy, Spring View Hospital will file a verifiable third-party claim and help in any way possible to expedite their payment. However, please remember that the patient is ultimately responsible for the hospital bill because an insurance policy is a contract between patients and their insurance company.

Most hospital insurance plans do not fully cover hospital bills. All bills are payable in full at the time of discharge unless financial arrangements have been made with the business office (270-692-5164) before discharge. At the time of discharge, you should be prepared to pay the estimated balance due over the verifiable insurance coverage, or make arrangements with the Business Office.

The Business Office will file your claim for insurance assigned to the hospital. If an insurance payment is less than our estimate, you will be billed for the balance due. Spring View Hospital can provide payment arrangements and financing options.

Assistance with Medicaid eligibility is available by calling the patient financial counselor at (270) 692-5160.

Hospitals and doctors charge separately. Once you are discharged from the hospital, you may receive a separate bill from the physician, anesthesiologist, pathologist, radiologist, or emergency department physician. These physicians are not employees of the hospital.

If you have questions about your coverage of your bill, please call the Business Office at (469) 256-2420, and we will be happy to help you.

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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.

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Flowers

Flowers are delivered to patient rooms by individual florists. Please note that flowers are not allowed in Intensive Care Units.

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Food Services

Because nutrition is an important part of your recovery, our dietitian prepares a variety of menus according to your doctor's instructions. If your doctor wishes you to adhere to a special diet once you have left the hospital, our dietitian can explain your new eating plan and how you can adapt it to your lifestyle.

If lab tests or x-rays delay your meal time, the nursing staff will be happy to order a tray after you return to your room. One guest tray will be provided free of charge for families of patients age 12 and under. Nourishment rooms are available on each nursing unit. A variety of snacks and beverages are provided for our patients.

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Gift Shop

The Gift Shop is located in the front lobby of Spring View Hospital and offers flowers, cards, baby items, toiletries, candy, and more.

Hours of Operation:

Mon. to Fri.: 10:00 a.m. to 4:00 p.m.
Sat. to Sun.: CLOSED
Cash, check and credit cards accepted.

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Hearing Impaired

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

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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.

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Housekeeping

Spring View Hospital believes in the perseverance of our natural resources therefore, bed linen is changed every other day or as needed depending on patient needs. If you need additional linens or housekeeping services, please contact your nurse.

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Interpreters and Translation Services

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

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Latex Allergies

In an effort to prevent or reduce exposure to known allergens, thereby reducing the risk of reaction, patients found to be allergic to latex will be treated with medical products which are free of latex or will be shielded from contact with latex.

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Mail

Mail and email sent to our website are delivered to patients Monday through Friday by hospital volunteers. Flowers may be delivered by individual florists, staff or volunteers. Fresh flowers are not allowed in critical care areas.

Mail received after discharge will be forwarded to the patient’s home. Outgoing mail may be taken to the nurses station or given to your attending nurse. Postage stamps are available in the gift shop.

Mail for patients should be addressed as follows:

Patient Name
Spring View Hospital
320 Loretto Road
Lebanon, KY 40033

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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.

While in the hospital, please take only medicines administered by your nurse. If the medicines are not given at the same time as you normally take them, please let us know and we will try to do things as you do at home. Sometimes meals or tests may hinder your normal routine.

We use generic medicines when possible to keep costs low. Because of this, some medicines may look different from your usual pills. If you have questions about the pills or other medicines you are taking, do not hesitate to ask your nurse or physician.

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Newspapers

The nurses’ stations will have a limited supply daily of newspapers available upon patient request.

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Pastoral Care

If you would like a visit from the chaplain for spiritual care and comfort, please ask your nurse to contact the chaplain on call. Your loved ones also may fill out a request card in the chapel. A chaplain will address your concerns by the next business day after receiving the request. The chapel is always open for prayer and meditation. It’s located on the first floor, near the registration area. Chapel services are 9:00 a.m. Monday through Friday, and all are invited to attend.

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Pediatric Care

For the safety of our pediatric patients—those under the age of 12—we require an adult to stay with them at all times. If your child is under 2 years of age, we require the use of a baby bed for the safety of your child.

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Personal Belongings and 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. Spring View Hospital cannot be responsible for replacing personal belongings.

If you have valuables at the hospital please ask the nurse for a Special Valuable Envelope. Your valuables can be placed in the hospital safe, by the House Supervisor, once you have sealed them in the Special Valuables Envelope. The envelope must be filled out and signed by you or a responsible relative and your nurse. The content list will remain with your hospital chart and a copy of the list will be sealed inside the Valuables Envelope. Ask your Nurse about this hospital policy if you would like to use it. The hospital cannot be responsible for lost items unless they are placed in a Valuables Envelope. Glasses, contact lenses, hearing aids and dentures must be documented in your chart.

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Pet Visitation

Spring View Hospital is committed to providing personalized care that recognizes the benefits of integrating traditional medicine with complimentary medicine as a supportive service. Patient must be deemed, by their physician, as appropriate to benefit from the visit of his/her dog. Only dogs that are certified to be medically fit shall be allowed to visit.

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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.

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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 77 to request this special service. 

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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 SVH 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.

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Telephone

All patient rooms have phones. To place a call within the hospital, dial the room number you are trying to reach. To dial local, dial 9 + area code + the phone number you want to call.

The hospital utilizes AT&T as its long distance company. If you wish to use a different company for credit card calls, dial your company's access code after dialing "9" + "0" or use the 800 number listed on your credit cards after dialing "9" + "1".

Telephone Tips

• Dialing the Hospital Operator from your room - Press "0"
• Placing a local call from your room - Press "9" then dial the number
• Long Distance & Calling Card Calls from your room - Press "9" then "0"
• To reach an Outside Operator from your room - Press "9" then "0"

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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.

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Vending Machines

Here you can find beverages and snacks 24 hours a day. Located on the 1st floor by the cafeteria. 

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Visiting Hours

Spring View Hospital has open visiting hours depending upon the condition of the patient. For the convenience of your family and friends, Spring View Hospital has various waiting rooms for Med/Surg/ICU, Childbirth Center, and Surgery.

Children under the age of 12 must be accompanied by a responsible adult at all times when visiting the hospital. In the Childbirth Center Department or Labor and Delivery, only siblings of the newborn under the age of 12 are allowed into the Childbirth Center Department. All other children must be over the age of 12 to enter the Childbirth Center Department.

Due to the nature of the Intensive Care Unit (ICU), visitation is determined on an individual basis. Spring View Hospital traditionally practices an open policy however depending on the needs of the patient, visitation may be restricted.

Please use caution when bringing young visitors to the hospital. Do not allow children with cough, fever, rash, sore throat, nausea, vomiting, diarrhea or recent exposure to illness to visit.

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.
• Pediatrics: 8:00 a.m. to 8:00 p.m. Note: One parent or other adult support person is permitted to stay 24 hours a day.

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.

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What to Bring

You will need to bring a small number of personal items to the hospital, such as pajamas, robe, slippers, and personal toilet articles including cases for glasses, contact lenses, hearing aids and dentures. If you bring with you or any of the prior mentioned items are brought to you after your admission, please make sure your nurse is aware that you have them in your possession. These items are your responsibility to keep up with. Bring your driver’s license, insurance card, claim forms, and your co-pay and deductible amounts.

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What Not to Bring

Do not bring watches, jewelry, cash or other valuables to the hospital. Spring View Hospital will only be responsible for these items if they are deposited into our safe. Ask your nurse about safe deposits upon admission. Please do not bring medications to the hospital. Your physician and the hospital pharmacy will provide all of your medication while you are in the hospital. However, it is important to provide your physician with a list of all medications that you are currently taking.

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Wifi

To access the Wifi, go to “Guest-Access” in your mobile device settings.

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